Date Received: 2019-08-11
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I opened a credit card with USAA, as well as a checking account for me and my then-minor son. We used them responsibly. We never had an overdraft, never a late payment, never a NSF, never a issue of chargebacks, nor any other banking issue. We received letters in XXXX that USAA decided to close our accounts, and the decision was final as well as they would not ex-lain why this was happening. It was very inconvenient to have to quickly update auto-pays, move money, open new accounts. It was especially frustrating because we had no negative history with the company, since the relationship began 5 years ago. My credit score is XXXX, my sons is XXXX. I think it has to do with XXXX but I am unable to prove that since the company will not release any info.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80631
Submitted Via: Web
Date Sent: 2019-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-11
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I made a purchase using my USAA Cash Rewards Credit Card of {$630.00} on XX/XX/2019. I had a promotional balance of {$3000.00} with an APR of 0 % at the time of the purchase. On XX/XX/2019 I made a payment of {$870.00}. This payment was applied to the promotional balance, and only {$69.00} was applied to the purchase, with the remainder being subject to a 15.15 % APR. This appears to be in violation of Section 104 of the CARD Act of 2009. The payment should have been applied fully to the amount subject to the higher interest rate, and then to the balance with the 0 % interest rate. The company responded that payment allocation can not be changed, and that the balance will continue to accrue interest.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 245XX
Submitted Via: Web
Date Sent: 2019-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-09
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: USAA MORTGAGE Approved our refinance loan of {$180000.00} and sent our " Final Disclosure '' on XX/XX/XXXX for an XX/XX/XXXX Consummation Date. We've already paid all property taxes and insurance through XX/XX/XXXX. On XX/XX/XXXX, at the time of signing- the Notary placed NEW " Final Disclosure '' on top of our Loan Documents changing the terms of the XX/XX/XXXX " Final Disclosure '' and forcing our hand in accepting the inclusion of escrowed insurance and tax payments. According to CFPB, it's against the law to give this less than 3 days notice before signing. We were coerced and this will negatively affect our finances moving forward, putting us at higher risk while also causing us to lose the benefit of controlling our own monies and using our credit to our best interest. USAA could not give any clear answers as to why they did this at the last minute as we were in the process for almost 2 months, nor would they offer any reconciliation. USAA then spent our valuable time having us continue to email and call them to re-hash the scenario to different representatives, also putting us on hold at 20-30 minute increments and eventually offered " hope '' that the servicer could adjust off the escrow. When we asked if having escrow taken off has ever happened, they said " No. '' We will lose the ability to make interest on the monthly payments to escrow and we will lose the ability to pay-down the principal during the year because of USAA 's incompetence with this matter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91411
Submitted Via: Web
Date Sent: 2019-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-09
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: Account was closed by USAA for no reason and was not even giving a cause for being closed. Had been approved for a XXXX XXXX with them and had opened a savings account and a Mutal fund and all were shut down without cause. The only reason I was given was there was so flaws with my application and something did not match up which I provided them with all the requested information. I plan on filing a lawsuit with USAA if they do not resolve my concerns this is not how you treat a customer. You cant accuse or close someone account without giving them a reason and the reason I was giving had nothing to do with me, because I selected a car dealership which I did not know had issues with usaa they should not have closed my account. I'm so upset about this and I will file a lawsuit because this is not right nor is it fair.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30309
Submitted Via: Web
Date Sent: 2019-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-09
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: I opened a account with USAA and it closed for no reason by USAA telling me that I had tried to run a scam by opening my account, would not give me the real reason. I was in the process of purchasing a car and the dealership who i selected must did not have a good rep with USAA so they closed my account because something that had nothing to do with me. In the process of filing a lawsuit because my account was closed without out cause and something that had nothing to do with me. It was not fair and I should not have had my accounts closed. They would not even tell me why my account was closed. I want my account reopened and a apology because I was accused of something that was not true.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30309
Submitted Via: Web
Date Sent: 2019-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-08
Issue: Other transaction problem
Subissue:
Consumer Complaint: Helllo, I attempted to transfer money ( {$1600.00} ) from my XXXX account to my checking account on XX/XX/2019. However, I inadvertently sent it to a USAA checking account I do not have access to. It's an active account but I am no longer listed as a user on the account and haven't been for over a year. When I realized the mistake I contacted XXXX ; the representative said that because the transfer was accepted by USAA that I'd need to call USAA to fix it on their end. So, I contacted USAA. The USAA representative said that because I do not have access to the checking account, there's nothing USAA can do and it would need to be resolved with XXXX. I contacted both XXXX and USAA additional times to relay what the other institution told me, without luck any time. Ive filed claims ( denied by XXXX, determined that it wasnt actually unauthorized activity ) and sent messages but both insist that it must be handled with the other institution. I also contacted the CFPB by phone but the representative said the only thing she could find was to contact XXXX, which of course, I've already done. The money didn't go to the intended recipient and I just want it to go back to originating account. I'm stuck and havent been able to find any potential resolution to recover the money.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NE
Zip: 68105
Submitted Via: Web
Date Sent: 2019-08-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-08
Issue: Problem with a company's investigation into an existing issue
Subissue: Problem with personal statement of dispute
Consumer Complaint: Claim Number XXXX On XX/XX/XXXX my fiance was involved in a collision in a parking lot at XXXX - XXXX XXXX XXXX XXXX XXXX, XXXX, OK XXXX. The collision was with our XXXX XXXX XXXX and a XXXX XXXX XXXX owned by XXXX XXXX. The XXXX was coming through a feeder lane in the parking lot West Bound while XXXX XXXX was coming south bound on along the main entry and exit lane of the parking lot. XXXX XXXX was traveling at a high rate of speed and distracted and entered the Southbound ( oncoming traffic ) lane and swerved out but not after the XXXX made impact. In all states in the US and XXXX the main entry and exit lane has right of way. My insurance failed to determine this. Placed me initially at fault of of XXXX % stating because XXXX XXXX was in the parking lot first she had right of way. They then dropped the responsibility to XXXX % with us at fault noting she swerved. I have submitted diagrams, correspondence, phone calls, and emails and my insurance is determined to fault me for a claim that they did not properly review. Currently there decision is final and they will no longer review my claim even after i have asked to have the claim reviewed by a different team. The whole process is broken. The communication is broken. They have mishandled the claim and in my belief they know this and to save embarrassment are not proceeding in a manner that is honorable to the what they represent as a company. It goes directly against what they advertise.
Company Response: Company can't verify or dispute the facts in the complaint
State: AZ
Zip: 864XX
Submitted Via: Web
Date Sent: 2019-08-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-07
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I am having an issue with USAA regarding a fraud case concerning unauthorized withdrawals from my USAA checking account via XXXX and XXXX. USAA banking is making it very difficult to recover the money that was stolen from me when other financial institutions have helped me with this difficult situation. They gave two letters onXX/XX/XXXXand XX/XX/2019 respectively saying that they found no fraud, but have not given any explanation or offered any solutions on how to help recover my stolen money. I am a XXXX XXXX XXXXXXXX veteran who was robbed and am not a lawyer. I am frustrated, angry and feel lost. I was traveling as a way to heal and get over the trauma that I experienced as part of the recovery plan for after I retired from the service. The issue first occurred while I was traveling out of the country for an extended period of time. While I was traveling in XXXX, I had a travel companion with me who was transferring funds from my account to hers without my knowledge. I did not realize the full extent of the fraud until I came back to the US. She transferred a large portion of the money right before we got on the plane together in XXXX, but transferred smaller amounts before that. She used my phone to transfer money to her accounts via XXXX and XXXX. The total amount of fraud from my USAA accounts totaled {$11000.00}. A total of {$3200.00} has been recovered by USAA so far, but another {$8400.00} has not been recovered. To provide some more background information, there was fraud from other financial institutions totaling around {$11000.00}, all of which was recovered. The grand total of all of the attempted theft by this individual was around {$23000.00}. The portion that was fraud using my USAA VISA card was fixed easily by USAA ( {$3200.00} ). However, the fraud concerning my USAA checking account is where USAA is not cooperating. The fraud here involved XXXX and XXXX transactions. It seems like USAA operates different departments separately where they have different policies. USAA gave their written response in a short letter saying that they concluded their investigation on XX/XX/2019. Amazingly, in USAAs written response and on the phone, nobody seemed to address the fraud from the XXXX transactions. This fraud totals {$2500.00} and was drawn from my USAA checking account between XX/XX/2019. There was another letter that was just as vague dated on XX/XX/2019 saying that they made a conclusion based on an investigation that began on XX/XX/2019. This means that they spent less than a day investigating. It does not say what it addresses but supplies a reference number XXXX. When I tried to contact the USAA banking department for a response as to why they concluded in the letter that the transactions were not fraudulent, I received numerous unhelpful answers. Usually the person I spoke to would not know and would transfer me to someone else, and this would often result being placed on hold for a long time or having my call dropped. Often times the next person would not know and I would have to explain my whole situation again. This was very frustrating and took a lot of time and I felt like I did not matter. When I did finally talk to someone, I would get a variety of answers such as make a police report, hire a lawyer, reach out to the party who took your money or there is nothing that can be done. Another explanation that I received is the fact that the fingerprint reader was used to access the XXXX on my phone. What they didnt want to hear was that the person traveling with me had access to my phone and probably added her fingerprint to it without me knowing it. It seems like USAA turned a deaf ear to every explanation I had. Even for the police report I said so should I go back to XXXX and do that and they did not know. One representative from USAA even said that XXXX said that there is nothing that can be done. This is not true based on the fact that XXXX themselves even reversed the fraud on the XXXX fraud ( more on that below ). In addition, lots of the fraud was done via XXXX and even the USAA credit card division reversed some of it. This was really demoralizing and felt like I did not matter. In fact, it felt like I had been robbed twice. The person who originally robbed me was someone I trusted, and I felt the same way about USAA. And again, nobody addressed the XXXX fraud. In addition, she also stole from my XXXX XXXX XXXX account, my XXXX XXXX XXXX, my XXXX XXXX Account and XXXX XXXX XXXX XXXX Accounts as well using the same scheme via XXXX and XXXX. I am including this information to show how this was a larger scheme and to contrast how other financial institutions handled it. Fortunately, all of these financial institutions were able to refund all of the amounts easily and rectify the situation. USAA has been the only financial institution giving me trouble about refunding the money that was stolen. To contrast how these institutions handled it, I included the statements and some emails from the other institutions as further evidence. The person who stole from me stole {$5000.00} from my XXXX XXXX card via XXXX. This was immediately picked up as fraud and reversed. They originally tried to charge over {$8000.00} but it was denied. XXXX XXXX even reached out and contacted me since it seemed suspicious sending someone so much money via XXXX. In addition, she also attempted to steal {$1500.00} with my XXXX XXXX XXXX XXXX via XXXX and this was also reversed easily. I attached the statement showing this. With XXXX XXXX XXXX XXXX, the fraud was done via XXXX on my checking account. This required a simple stop by in the XXXX XXXX branch where I signed a form to reverse it. This is shown as a {$4000.00} credit on my statement. Lastly, the person who stole from me used my XXXX XXXX to steal {$1000.00} that was reversed by XXXX themselves because they believed that it was fraudulent. My goal is to have USAA reverse the remaining balance that was stolen from that persons account and settle this case like the other financial institutions have. This will help to right a wrong that was done to me. How can USAA credit card division and other financial institutions realize that there was fraud, but USAAs banking division does not realize that there is plain fraud in front of them and refuses to help recover my the money that was stolen from me. The simplest and easiest way is to just reverse the transactions like every other financial institution, including XXXX credit and USAAs own credit card division did. In addition, I would like USAA to review some of their policies as to why I had to turn to the CFPB to help rectify this situation so that members in the future will feel valued and secure as members of USAA. The mission of USAA is to serve members of the military, past and present. I am calling on to them to live up to that ideal. Because I have felt that USAA does not care about me. I am a XXXX XXXX XXXXXXXX retired veteran and the {$8400.00} that I am missing means a lot to me. I attached some supporting documents showing statements from other institutions refunding the charges. You can see the XXXX Charges XXXX XXXX. The XXXX XXXX one shows a refund for several XXXX for the unauthorized XXXX transactions ( shown as adjustment credit ). I also showed how USAA refunded the credit card disputes but not the debit and XXXX disputes. Lastly, I have a PDF with a chart showing all of the transactions with USAA that I disputed, the date, the amount, the type and if it was refunded or not. Thank you for your cooperation with this matter Please note : I attached documents to this through the CFPB website but there is no way to verify if they uploaded. So if they did not upload I apologize.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98409
Submitted Via: Web
Date Sent: 2019-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-08
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: In short, I attempted and electronic deposit using a banking app. The funds were placed in my account the day the deposit was made. Nearly 70 days later, the funds were taken/reversed from by account. Neither banks ( USAA FSB nor XXXX XXXX, XXXX ) has an explanation of where the funds are or how I can get my money back. On XX/XX/2019, I submitted an electronic deposit with USAA FSB in the amount of {$3200.00}. The deposit was made using the USAA banking app. The check was written by XXXX XXXX XXXX XXXX XXXX for medical claims. The account the check was drawn on was a XXXX XXXX, XXXX account. On XX/XX/2019, I notice that USAA had reversed the transaction and {$3200.00} was removed from my checking account. Below is a summary of the action taken after I noticed the reversed transaction : 1. XX/XX/XXXX & XXXX I notified USAA of the reversed deposit. I was told that it was part of a duplicate deposit. I was requested to contact XXXX XXXX and have them provide a copy of the cancelled check and USAA would do the research into the transaction. 2. On XX/XX/XXXX, I received copies on the cancelled check from both XXXX and XXXX XXXX. This copy was emailed to USAA. I was informed that it may take several weeks to resolve. 3. On XX/XX/2019, I was informed by USAA that this check was shown by XXXX XXXX as a duplicate transaction and that USAA was correct in reversing the deposit. Additionally, I was told this that this could only be resolved by XXXX XXXX. 4. On XX/XX/2019, I contacted XXXX, again, to research the transaction and to contact XXXX XXXX. 5. On XX/XX/2019, I received verbal confirmation from XXXX that the check was processed by XXXX XXXX on XX/XX/2019, as shown on the cancelled check. This payment had not been cancelled or reversed by XXXX XXXX and their account reflected the processed check. Please note, I did not attempt to cash or deposit this check at any other financial institutions. I have the original check and supporting documentation I received from XXXX and XXXX XXXX. I need assistance in resolving this issue. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 085XX
Submitted Via: Web
Date Sent: 2019-08-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-06
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: I have communicated with USAA in writing and by telephone for almost two years regarding USAA Bill Pay. All of my complaints have been met with sympathy and promises to " look into the situation ''. All of my correspondence, phone calls, and faxes to USAA have been kept. Yesterday, I notified USAA that for the second month in a row, my payment to XXXX XXXX did not arrive. XX/XX/XXXX payment was never received by XXXX and to date, XX/XX/XXXX payment has not been received. Payment was due on XX/XX/XXXX. The USAA representative I spoke with said that XXXX payments were being sent electronically however for the last two months a decision was to make payments to XXXX by check. USAAs policy reads, Payments are issued electronically when possible, which takes 1 to 2 business days to process. For billers that don't accept electronic payments, a paper check is mailed through the U.S. Postal Service, which takes about four days for delivery. XXXX continues to accept electronic payments, so why would USAA decide to mail checks in lieu of electronic payments when their policy states otherwise? The USAA representative initially said that XXXX was to blame suggesting they take longer to process checks once received. He is incorrect. XXXX processes payments on the same day the payments are received. The USAA representative also told me that USAA does not reimburse customers for the late fees they incur. Clearly, USAAs policy states otherwise. If the payment doesn't post on time, we'll cover up to {$50.00} in late fees, penalties or related finance charges. Over the course of two years, I incurred more than {$50.00} in late fees and interest. Therefore, I expect USAA to comply with their written policy and reimburse me no less than {$50.00}.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22202
Submitted Via: Web
Date Sent: 2019-08-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A