Date Received: 2019-04-20
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: For the last 2 days, I have been trying to pay my insurance bill with USAA.com. I went thru several representative ( XXXX ; XXXX ; XXXX XXXX, XXXX & XXXX insurance department ; XXXX, XXXX & XXXX ) before speaking with a supervisor named who refuse to give last name. According to XXXX, supervisor, the reason for me not able to sign into my account which is locked was because I applied for credit card back in XX/XX/2018 and I need to send them copies of my driver 's license. I have been paying my insurance thru bill pay since XX/XX/2018 and now they restrict my access. On XX/XX/2018, the dealer faxed a copy of my driver 's license to the insurance department so I could get the insurance. I requested to speak to her supervisor and she said that there was no one higher than her to speak with. She informed me that I will be denied security access until I fax : XXXX or email : XXXX. I get it if they don't want to give me a credit card that's good and well but to deny me access to pay my car insurance online is ridiculous and stupid. I receive notification for my insurance bill from USAA in the mail. I was on the phone on Friday for over 45 minutes on hold and no one returned. Again on Saturday since XXXX. Received 8 security verification email to verify identity so I could get on. I was able to log on. The next step was the security question and I was told to call USAA. According to XXXX, the security department was closed due to the holiday. However, a male named XXXX claimed he was from the security department. No one should be treated or harass in such way.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07060
Submitted Via: Web
Date Sent: 2019-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-19
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I am having issues with USAA Savings Bank and their reporting to the Credit Agencies. I have sent them 10 letter disputing what they have noted on my Credit Report. When I call their customer service team, they agree with me and say it will be updated. I have provide a great deal of information to no resolve. I even wrote the President & CEO, whose office says it will be corrected and they say it will be corrected and has not been done. The rrors are as follows, they say I was late the following times : XXXX - XXXX, 30 days late XXXX - XXXX, 60 days late XXXX - XXXX, 30 days late This account has been open since XX/XX/XXXX and never late before or since. I was told one customer service agent that this was due to a " mix-up '' with another account and it would be fixed and it never has. USAA is such a large institution, I think I have been the victim bureaucracy PLEASE help me get to the right people to remove these errors on all three of my credit reports. I appreciate it so much.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 15216
Submitted Via: Web
Date Sent: 2019-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-19
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 complaint is that I had no way to cancel the annual renewal with XXXX XXXX by phone or online. I did attempt to cancel timely, but I wasnt able to reach the vendor in a reasonable manner. XXXX XXXX phone number on the credit card statement was only a recording referring you to go online. Then online you must have a login with user name and password. I dont have the user name and password and the email account it was under does not exist anymore. No other method is provided. I then called USAA to dispute in XXXX. I called back USAA in late XXXX XXXX to follow up, but no dispute was done. It's an unknown reason why the dispute wasn't started in XXXX. USAA asked me to upload a letter online explaining what happened which I did. I just found out today XX/XX/XXXX that you don't receive my letter upload explaining what happened. USAA denies my dispute. USAA is not able to help or answer the questions : How would I have canceled this service with a phone number that leads to a recording? How can I cancel the service now? Can USAA confirm this account is canceled and no longer active? Obviously, I have no way to contact XXXX XXXX. backstory : I had my office assistant order XXXX XXXX back in XX/XX/XXXX. We used the service only in early XXXX. I wasn't aware it renews annually. My office assistant XXXX XXXX left the company in XX/XX/XXXX. Her email is no longer active. I don't have the password to login XXXX XXXX. I was unaware the account auto-renews annually. I have no way to log in and use the account. I want to cancel it! I saw this annual renewal charge on my XXXX USAA statement XXXX. I called XXXX XXXX to cancel and get a refund. The XXXX XXXX phone number was a recording to go online. So I tried to go online at XXXX XXXX, but I could not log in, and there was no other way to communicate with XXXX XXXX online unless you login.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91423
Submitted Via: Web
Date Sent: 2019-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-19
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I have no knowledge of the following inquiry : Usaa Federal Savings XXXX Please investigate to ensure there is no fraudulent activity
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 70058
Submitted Via: Web
Date Sent: 2019-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-19
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I had been trying to reach out to USAA by email regarding the accounts. I am still holding USAA responsible for the participation of Consumer credit card and bank fraud along with partner XXXX XXXX XXXX ( XXXX ) I had been researching online regarding Consumer Credit Applications. Banks can sue consumers for putting false information on consumer credit application in order to get a high credit limit. That's fraud. I am sure USAA already knows that. The California Statue Of Limitation of 4 years to sue for the debt is over for USAA. But the problem is USAA had never filed any lawsuits against me because I done nothing wrong. It was not my fault that I was deceived by USAA and XXXX XXXX XXXX. USAA knew the Consumer annual house hold income of {$150000.00} was false income that was a business projected income as stated income. USAA had approved ( Banking Products ) 2 Military Affiliate credit cards M/C {$15000.00} and another {$12000.00} base on the amount of {$150000.00}. XXXX XXXX XXXX told me to create a account with USAA and answer all questions then submit. I got a Welcome email from USAA. I did not understand the Welcome email back then. I was not eligible for a USAA membership and any banking products and I was not affiliate to the Military. My income was {$10000.00} annually from Social Security that I was receiving S.S.I disability every month. XXXX XXXX XXXX just added a 5 to the {$10000.00} to turn into {$150000.00}. USAA involvement of the participation of consumer credit card and bank fraud with XXXX XXXX XXXX is a crime to defraud a bank and consumers. USAA and XXXX XXXX XXXX still committing fraud. USAA is punishing me for it by attacking me through my credit files? USAA need to take responsibility for their actions. XXXX XXXX XXXX email and the Welcome email from USAA. The purpose of this email is to establishing a relationship with USAA.com. We need you to create the login, password, and pin. You will not be applying for anything, just setting up an account at this time. Please do not link to USAA.com from this page but enter the address into your browser when prompted. 1. Type USAA.com into your web browser address bar. 2. Towards the top of the screen click on " Why Join USAA ''. 3. On the next screen click the green " Join USAA '' button. 4. The next two pages will ask you to fill in some basic personal information. 5. The page after that is a few questions regarding your military affiliation. If any of the questions pertain to you answer " yes '', if not answer " no ''. 6. On the final page, you will create a login/password/pin. ****Please Note : If you have ANY difficulties setting up the account online please call XXXX and ask to have an account set up for you over the phone. Simply tell the representative you have been told they are a great company and you are interested in their investment products ( you do not need military affiliation for these particular offerings ). When you have finished, just email/call your consultant and let them know the account has been established. XXXX XXXX XXXX XXXX XXXX Coordinator XXXX XXXX had the account information to log into USAA account. Here is what the Welcome email said. Dear XXXX XXXX, Since XXXX, USAA has been honored to serve military members and their families. Whether it's through banking, investments or insurance, helping members reach their financial goals is our mission. Our records show that you set up your online access on XX/XX/XXXX, at XXXX XXXX, and established the following : Online ID Password Personal Identification Number ( PIN ) Although USAA auto and property insurance and USAA Banking Products aren't available to you because of our eligibility requirements, we can still help. We offer a variety of products and services that can help you with everything from budgeting and managing all your accounts ( even non-USAA ones ) in one place, planning for retirement and more. We're here to help you meet your needs through every stage of life. I had sent the emails to XXXX XXXX, XXXX, XXXX, EXECUTIVE COMMUNICATIONS XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX I had been blown off. I still had not gotten a responds regarding the bogus refund check in the amount of {$10.00} that was sent to me in XXXX with a different account number. I also did not get a responds back regarding the 2 tax Form 1099-C, " Cancellation of Debt that was sent to me in XXXX with a different account numbers. Then why still harass me through the credit files. I dont understand that. I also sent USAA emails on XX/XX/XXXX to settle the claim before filing a civil suit against them. The email said : I had created a document ( AGREEMENT ) for USAA to look over. If you have any question about the agreement don't understand or want to ad or change. Let me know. I give USAA until XX/XX/XXXX to make a decision. If you need little more time. Let me know. If you USAA agrees to the Agreement have the document singed, notarize and sent back to me by email.The emails been ignored.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-18
Issue: Problem with customer service
Subissue:
Consumer Complaint: In XX/XX/XXXX, I requested a cashier 's certified check from USAA via their phone-in service. The check was for {$15000.00} to repay my previous employer ( XXXX ) for payroll overpayment. The USAA member service representative ( MSR ) on the phone indicated they had a service that would send the check on my behalf directly to XXXX from USAA. I asked to use this service. Time was of the essence and the MSR indicated this would make it. In XX/XX/XXXX, I received a cashier 's certified check from USAA in the amount of {$15000.00}. The check had been returned to USAA by XXXX because the USAA MSR failed to list my name on the check prior to sending it. As a result, XXXX could not apply it to my account. Also, because of USAA 's error, XXXX indicated I would incur a cross-year tax penalty in the amount of {$5800.00}. Because the check, with no personal information included, wasn't able to be applied. Therefore, the {$5800.00} would be due, in addition to the {$15000.00}. I contacted XXXX and the IRS to confirm this was correct. Later, I contacted USAA to request redress, since the error was committed by their MSR, and it caused a {$5800.00} tax bill. After initially saying they would help if I sent them the information, they subsequently failed to resolve the issue. Either the MSRs didn't document the issue or they failed to document it correctly or their process was broken. So, I had to repeatedly call and re-explain. It was as if they didn't have a standard complaint resolution process, or it wasn't understood by their team. This went on for months. I finally spoke to an MSR who documented everything. Unfortunately, USAA accepted no-fault, and I asked to elevate my concern to the CEO 's office for resolution. After a lengthy period, with weeks of long lapses between follow-up from USAA, an employee called to say USAA was not at fault and would not provide redress. Essentially the employee said it was my fault because I didn't tell them to list my name on the cashier 's certified check that they made for me, although their service is marketed as a process that sends it on behalf of the account holder. The initial MSR, in XX/XX/XXXX, never said I needed to ask to have my name on the check. If she would've said it was needed, I would've asked her to include it. She was put forth by USAA as a banking professional, I'm just the customer. I trusted her to know what should and should not be done and explain the difference. Also, I find it hard to believe that any financial institution or competent banker would ever send a check to a company on behalf of their account holder from their personal account, without including their personal information as the payor. Which is basically what happened. I tried to explain this to the resolution person in the CEO 's office, to no avail. She simply indicated I should've told them that I wanted to use their service to send a check on my behalf but then also remind them to say it was on my behalf. She intimated the error was mine. I asked to speak to a supervisor and she said I could not because she was the final decision maker. A few weeks later I went to the bank, at the main campus, to withdraw my savings. I requested a cashier 's certified check. To my surprise, when I received the check, it looked almost exactly like the one I requested back in XXXX, except it automatically had my name listed ( re : XXXX XXXX ). My name was not in the memo section, and I didn't have to request it be listed at all. I asked the cashier if names were automatically listed and she said they always list the name of the requestor. It didn't matter if I was in-person or on the phone. She said the requestor never has to ask for it because they know it's for the requestor and on their behalf. Again, according to her, I'm not required to request it. I asked how long she worked at USAA and she said two years. It has always been that way. This is the opposite of what the resolution specialist in the CEO 's office told me weeks prior when examining my case and rejecting my request. This issue has been going on for over a year now. Please help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78253
Submitted Via: Web
Date Sent: 2019-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-18
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: On XX/XX/XXXX I've opened a USAA account and then opened a trading account with USAA. Today XX/XX/XXXX I tried to log on to start trading and I get the error message XXXX my account is restricted. I called USAA and I was told that USAA is " excersing its rights not to do business with me '' FOR WHAT? I DID NOTHING WRONG ITS NO FRAUD NOTHING BAD IN MY NAME OR IN MY RECORDS OR WITH XXXX! My social is brand new after being a victim of id theft and I decided to give usaa a try and I get treated wrong.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95240
Submitted Via: Web
Date Sent: 2019-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-17
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: On XXXX XX/XX/XXXX USAA violated the Electronic Fund Transfer Act and Regulation E by failing to properly honor consumers stop payment requests on preauthorized electronic fund transfers, and by failing to initiate and complete reasonable error resolution investigations. Their actions from XXXX XX/XX/XXXX to XXXX XX/XX/XXXX exhibit unlawful behaviour similar to earlier behaviour for which USAA settled with the CFPB. A summary of the events which took place is below : XXXX XX/XX/XXXX - Home sale, mortgage balance paid off XXXX XX/XX/XXXX - Unauthorized transaction by mortgage service company for a paid off loan XXXX XX/XX/XXXX - USAA approves unauthorized transaction XXXX XX/XX/XXXX - USAA creates an overdraft loan in customers name XXXX XX/XX/XXXX - USAA creates a finance charge for their overdraft loan XXXX XX/XX/XXXX - USAA reverses overdraft loan and unauthorized transaction XXXX XX/XX/XXXX to XX/XX/XXXX - USAA insists the finance charge is legitimate and must be paid, refuses to reverse the fee, sends overdue balance to credit reporting agencies which reduces the customer 's credit score from XXXX to XXXX. In simple terms, USAA commited fraud and theft through clever use of timing of automated transactions on their ledger. By authorizing and then reversing third party transactions USAA is able to levy a very small fee on the customer who is told the fee can not be reversed. USAA then threatens to destroy the customers credit score if they refuse to pay the fee, relying on the fact that the fee is so small it's easier for the customer to pay it than to fight it, thus extracting rents from their deposit holders.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 981XX
Submitted Via: Web
Date Sent: 2019-04-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-17
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: XX/XX/XXXX I received an email from USAA which I still have that says they were going to give me a restitution payment in the amount of {$180.00} due to mishandled requests for disputing payments between XX/XX/XXXX and XX/XX/XXXX. Today is XX/XX/XXXX. I have still not received my payment. They continue to give no reason for the delay and even stated they have paid other members this already. My next step is to take them to small claims court. If you would be so kind, I see in the news CFPB required USAA to pay this. Please ensure they do what you told them, as they are just being a bunch of cheap liars as far as I'm concerned and will be switching banks shortly after receiving my very delayed restitution payment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92124
Submitted Via: Web
Date Sent: 2019-04-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-17
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I have contacted USAA at least 3 times regarding their sending of physical mail. Their site allows the option for electronic statements and each time I call, no matter what rep 8 get, I am told the same line .... " You shouldn't be receiving anything in the mail ''. I have contacted the CFPB before and got no success. I'm tired of my account numbers, address, military rank, name, insurance policy numbers and vehicle identification numbers being sent in physical form. USAA has demonstrated their lack of ability to control their physical communications and this increases risk to myself and countless others who move frequently due to military requirements.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AP
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-04-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A