Date Received: 2019-07-29
Issue: Trouble using your card
Subissue: Credit card company won't increase or decrease your credit limit
Consumer Complaint: USAA who I have been with since 2016 reduced my limit from XXXX to XXXX. After I paid off the remaining balance. After an extensive conversation they said it was due to late payments which is impossible since payments were direct drafted. Essentially after further discussion it was because I had paid the card off. Thus reducing my available credit by XXXX. This will drastically affect my purchasing power thus lowering my credit limit harshly.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 70737
Submitted Via: Web
Date Sent: 2019-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-28
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: The USAA Cashback Rewards Plus American Express is a credit card issued by USAA. It says you should get 5 % back on military base purchases. For example, at the XXXX ( military grocery store ). I got this reward until mid XXXX 2019 since I opened the card in XXXX. However, suddenly I stopped getting it and then started to only get 2 %. I had not reached the {$3000.00} limit for rewards yet. This is false advertising. I called USAA and they said they have no control over the merchant codes. However, this is unfair. Regardless of the merchant codes of the XXXX, I should continue to get my 5 % cashback. Shopping for 5 % at the XXXX is one of the main benefits of this card ( a place that military shop very frequently ) that has suddenly been taken away. See attachment for evidence : XXXX XXXX stopped getting 5 % back around XXXX XXXX XXXX XXXX XXXX stopped getting 5 % back in XXXX XXXX XXXX XXXX never got 5 % back which is particularly egregious because it was a military clothing store at XXXX XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 769XX
Submitted Via: Web
Date Sent: 2019-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-27
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: i log in to the account checking and it shows that i have the funds available, but then i get charge for overdraft fee when cleanly it show the funds available.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 021XX
Submitted Via: Web
Date Sent: 2019-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-27
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: My debit card with USAA was cancelled with no explanation from the banking institute and when I call to ask why, there is no information shared. If my account or information was involved in some sort of data breach I feel I should be informed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11203
Submitted Via: Web
Date Sent: 2019-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-23
Issue: Threatened to contact someone or share information improperly
Subissue: Talked to a third-party about your debt
Consumer Complaint: The company called our daughter yesterday and clearly said that they were from a debt collection company, which I have read they are not supposed to do. I have the recorded message from my daughter 's cellphone as proof.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: ME
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-22
Issue: Took or threatened to take negative or legal action
Subissue: Collected or attempted to collect exempt funds
Consumer Complaint: On XX/XX/2019 I attempted to purchase gasoline from my local gas station, where the transaction was declined due to insufficient funds. I promptly checked the ATM within the store, where I found that {$540.00} had been charged to my Checking Account with USAA federal bank ( The Bank ). Upon leaving the store I checked The Bank 's mobile banking app, where I again saw a charge of {$540.00}, however, now I could see what the charge was for, and saw " DDA DEBIT '', this was a different charge than I was used to, The Bank 's loan transactions have usually said " USAA LOAN PAYMENT '', This charge caused me to go over {$170.00} into a negative account balance. I promptly called The Bank, where, I feel, The Bank 's employees attempted to send me on a wild goose chase to figure out what these funds were for, and why the monies were taken from me without express authorization, and in such a gross amount. I placed the first phone call at XXXX MST, that lasted 45 minutes where I hung up to try again, as The Bank 's employees were attempting to send me back and forth through Their internal departments, as it appeared to me, no one actually knew what was going on in my account. I placed a second call at XXXX MST, that lasted 1 hour and 45 minutes, where I, again, was transferred between internal departments, where I finally ended up speaking to a man by the name of XXXX. XXXX placed me on several long holds, where he eventually told me the Legal information that I was looking for would not be provided to me, and the decision was made to refund me, either, {$540.00} or {$400.00}, as I am under agreement to pay {$140.00}, the choice, XXXX informed me, was completely up to me, and I requested the entire {$540.00}. At some point in mid XXXX I was in default on a Secured Loan with The Bank, and It made the decision to reposes my motor vehicle. From, about, Mid XXXX I have been collecting unemployment insurance benefits from the State of Utah, and such benefits will expire within a few weeks from the date of this complaint. This money is critical for me to find work, and live out my day to day life. All of the monies taken from me by The Bank where directly deposited into my account with The Bank from Utah 's funds with title " UI BEN EFT '' with a 10 digit number following. I authorized The Bank to automatically withdraw {$140.00} from my USAA checking account, if such amount was returned, I agreed to pay a XXXX dollar fee, as well as accepting a 5 % late fee, that would be added to the total loan amount. I was informed by XXXX that the amount of {$540.00} was a result of collection fees, which I agreed such amount would be added to the total loan amount, per the loan agreement. No where in my loan agreement can I find a provision that allows The Bank to remove any more than {$140.00} from my account, XXXX tried to assure me that The Bank did in fact have the right to remove monies from my account in excess of the agreed upon {$140.00}. When asked where XXXX found that in any agreement, he placed me on a 20 minute hold, notified me that I would not receive that information, but he would put in a refund for the monies taken. It is my personal belief, that The Bank lacked authority to remove monies in excess of {$140.00} from my checking account, That this was a levy issued by The Bank without Judicial authority, That the entirety of the monies in my account were exempt from such levy, and That The Bank did knowingly execute a scheme or artifice to obtain any of the moneys, funds, credits, assets, securities, or other property owned by, or under the custody or control of, a financial institution, by means of false or fraudulent pretenses, representations, or promises, in violation of 18 USC 1344.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: UT
Zip: 843XX
Submitted Via: Web
Date Sent: 2019-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-19
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: XX/XX/2019 Customer : XXXX XXXX XXXX CR XXXX XXXX XXXX, Texas XXXX USAA Customer # XXXX Company : USAA XXXX XXXX XXXX XXXX XXXX, TX ( XXXX ) XXXX Complaint : On XX/XX/2019 I received a letter from USAA indicating that I had a late payment on my auto insurance. I was threatened that if I submitted another late payment I would not have access to my accounts ( checking, savings, policy, products, etc. ). In addition, I would not have access to additional services and/or products from USAA. My payment was made within the grace period, and my insurance has never been cancelled due to non-payment in 28 years. On XX/XX/2019 I called USAA to inform them that I made all auto insurance payments within the due dates and/or grace periods. My insurance has never been cancelled or reinstated in the 28 years I have been banking with USAA. The employee confirmed that my insurance has never been cancelled and all payments have been received within the time dates and/or grace periods allowed. 1 ) I received a threatening letter indicating that future late payments would result in punitive actions such as no access to accounts, policy 's, and/or products. 2 ) USAA does not specifically stipulate what is considered as a punitive payment time period. When is a payment considered late with punitive measures ( no access to accounts and/or products )? 3 ) Is a payment beyond the grace period, such as a cancellation of auto policy equal no access to accounts, products and services ; and deem that a customer does not have access to their checking/savings accounts or USAA products? 4 ) Is a late payment within the grace period still terms for cancellation of auto policy, no access to accounts, products and services ; and deem that a customer does not have access to their checking/savings accounts or USAA products? The attached letter from USAA was offensive. My payments have always been made within the payment date and/or grace period of payment. If USAA is going to submit such offensive, threatening, oppressive, and harassing letters ; it is important that USAA clearly defines such punitive measures to their customers. Resolution : Without retaliation upon this customer, USAA needs to define punitive measures and at what point punitive action will be taken. Further, do these punitive measures follow the state law and regulations with the FDIC, State Board of Insurance, and the Consumer Financial Bureau? Are punitive measures fair practices or discriminatory practices? Is it fair to ban a customer from an insurance policy or cancel a policy, lose access to checking and savings accounts, lose access to usaa.com, lose access to automated voice response system, and unable to acquire new products and services on the basis that the customer is late, however has made payments within USAAs stipulated grace period? It seems that left undefined by USAA is discriminatory to the customer, especially if the customer has paid within the grace period criteria and the customer has never received a cancelation in a purchased policy. I do believe USAA needs guidance in defining punitive customer exclusionary practices and measures. This should be approached without retaliatory measures to the customer. After complaining on XX/XX/2019 at approximately XXXX my account was locked and I have no access to my accounts. This seems a bit suppressive, oppressive, and discriminatory to the customer. I would like it resolved promptly. XXXX, XXXX XXXX USAA Customer # XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 780XX
Submitted Via: Web
Date Sent: 2019-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-19
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: ive noticed several unauthorized inquiries on my credit profile section 609 of the fcra states that all inquiries should have written approval of the applicant also section 1681 of the united states code states its illegal to inquire without written authorization these companies are conducting an illegal practice and are subject to suit if these items are not removed immeadiately
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 31210
Submitted Via: Web
Date Sent: 2019-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-19
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I have banked with USAA for 37 years, as spouse of XXXX veterans and divorced spouse of XXXX veterans. I have had a checking account, credit card, property insurance, car insurance in my name only for over 20 years. USAA has always been informed of, and known of my marital status changes, and I've never had health or life insurance through USAA. I opened a car loan in XXXX. I signed up for automatic payments to be made on the XXXX of each month. I am social security XXXX and needed a car to work part time and go to doctor appointments, work, shopping, etc. I have been paying principal only payments in addition to my auto payment with the hopes of paying the car off in 2.5 years. There was no charge for early pay-off. So, it was strange that when I hit {$1600.00} range, the amount of principal I owed stopped going down. I pulled up the payment records, and it appears that USAA turned off my auto payments without notifying me or asking permission and was just charging me interest and my loan protection fee. I called the evening of XX/XX/XXXX to ask them to take the auto payments out and back date the payments and adjust the interest. I was told they could not do that. So, I asked them that if I was in a financial crisis, could I call them and ask to just make interest only payments for a couple of months. I was told it didn't work like that. When I asked why they stopped taking the auto payments and just charged me interest, I was told it was because " I was so far ahead in paying. '' Three times the young woman told me this. I told her that I was obligated to make those auto payments and i did not give them permission to stop those payments. In effect, they were stealing interest from me and I wanted it back. The woman at USAA Auto Loans said she could not do that. I expressed disappointment to her and asked her to pass that on. I expressed I had lost trust in USAA and was considerig paying of the loan so they would get no more interest. I told her I was not angry at her, but at USAA. I payed off all but about {$50.00}. When I went in to cancel auto pay, it said my next auto payment was due on XX/XX/XXXX. When I told them to turn it off, it said it was already turned off ... .. not my me. I have screen shots of all this. The call took place the evening of XX/XX/XXXX Eastern Daylight Time. I will attached screen shots showing I make principal payments, but they did not take the XX/XX/XXXX payment, at all, and only took the XXXX interest and loan protection fee. I also have screen shots of me paying a {$1400.00} payment and how they tell me that I am still responsible for the XX/XX/XXXX auto payment ; a screenshot showing that I am on autopay ; one of me telling them to cancel ; and one showing that auto pay was already turned off ( not by me ), though it was hidden from me in the previous screenshots. USAA taped the phone conversation, or so they said. To say I am angry is an understatement.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19067
Submitted Via: Web
Date Sent: 2019-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-19
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I closed account and been paying the balance as agree.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KY
Zip: 40160
Submitted Via: Web
Date Sent: 2019-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A