Date Received: 2019-03-21
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: USAA 's credit card department made an illegal withdrawal from my USAA checking account. This withdrawal overdrew my checking account, leading to an increase to the interest rate on my USAA credit card account balance. In XXXX of XXXX, USAAs credit card department notified me of an offer of 0 % APR until XX/XX/XXXX for transactions completed using its promotional checks, and each transaction using a promotional check incurred a {$75.00} fee. On XX/XX/XXXX, I had a XXXX dollar balance on my USAA credit card account, and I subsequently cashed a USAA credit card promotional check for {$17000.00}. After this check settled, my credit card balanced increased from XXXX dollars to {$17000.00}, which includes both the deposit amount and {$75.00} fee. This {$17000.00} balance had a 0 % APR until XX/XX/XXXX. Since that time, I stopped using my USAA card for any purchases or payments. On XX/XX/XXXX, I contacted USAAs credit card department to change my auto bill pay function to the minimum balance due, and the customer service agent informed me the change took effect immediately. On XX/XX/XXXX, USAAs credit card department made an unauthorized withdrawal from my checking account for {$17000.00} claiming a glitch in its auto pay system, and this withdrawal overdrew my checking account. The overdraw triggered a cash advance from my USAA credit card, and this cash advance from my credit card was at 10 % APR. After many phone calls to USAA and approximately 8 hours + of exchange, both USAAs credit card department and checking department recognized the mistake and reversed the charges, restoring my credit card balance to {$15000.00}. However, USAAs credit card department has failed to correctly restore the 0 % promotional APR to my account, and it is still billing me for cash advance interest charges. I have spoken to its customer service repeatedly, and I have not been given a clear answer if and when this problem will be fixed. I have concerns that this may be systemic fraudulent activity by USAAs credit card department. I have professional experience as an auditor, and Im currently working on my CPA. I believe my background and experience have allowed me to recognize USAA 's bad behavior. However, Im concerned USAA may be cheating those inexperienced with finance by wrongfully increasing APRs on credit card accounts.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21229
Submitted Via: Web
Date Sent: 2019-03-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-21
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: In the XXXX years banking with USAA I have now decided to open another complaint out of great concern after reading the article of their being violated. I am one of those people who had a Restitution payment coming for just one account. I actually have XXXX closed checking accounts USAA refused to give me any information pertaining to or a adequate response after sending emails to the executive office at least ten times, calling over fifty times and writing certified letters for a letter showing zero balances on all checking accounts. I gave them as much information as I have. Furthermore, I spent countless hours and days on the phone away from work and school for my son extremely worried what the XXXX their doing listening to their XXXX lies and story telling. They went on telling me they only opened one of my accounts. Another story, they don't know what I am speaking of. I even heard a whopper of a story that XXXX XXXX was the one who was at fault? USAA has been great at putting the microscope on me for XXXX long years. I am a good customer. I see they " pass the buck '' on everyone. My deposits as well and holding every dime! The mobile app doesn't say it. If I deposit a 100.00, it used to hold a 100.00. I would buy three money orders for a 100.00 each trying to have some funds registered. Absolutely bananas and I wasn't a check bouncer. My account has adequate funds each month, but I would hear every excuse from the CEO office. I believe this is deceiving as well. It should stipulate this so that I could go put it in at the credit union.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93307
Submitted Via: Web
Date Sent: 2019-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-20
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I called USAA back in XXXX and disputed a transaction with my debit card. I paid twice for merchandise at XXXX. It was never initiated. I call back again in XXXX and have a couple more disputes by this time. I uploaded documents and show sufficient evidence. I am just told after calling USAA at least 30 times over worry, they see it is too late for the XXXX dispute. I also see they just closed them on XX/XX/2019 but continue in the Executive Resolution department to tell me to provide more information. I am also told that I have until the XXXX of XXXX. I speak with XXXX in the CEO offices over this and my closed checking accounts today. She tells me the XXXX was never disputed at all or I never called in XXXX. I told her of course you would deny because this is exactly why USAA has been in hot water. USAA has refused anything that I asked for in XXXX years. You deny any dispute over XXXX. They have held every single amount of deposits way too long making it impossible to do anything. It would not even state on the mobile app we are holding the full amount. I would make small deposits of 100.00. USAA would hold the full amount for ten days, and if holiday over this period. I have made deposits of a extra 600.00 in a check form. This too is held at their liberty. My complaint is this debit dispute is illegal and what their continuing to do is illegal. I asked for an appeal over 7 times yesterday telephonically. I received no accurate or appropriate response.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93307
Submitted Via: Web
Date Sent: 2019-03-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-20
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: Hi, for the past 4 months I've been going back and forth the credit reporting agencies regarding these accounts in question and the reason for this is because I know that these accounts are being reported incorrectly. Under the Fair Credit Reporting Act ( 609 ) it is my right to challenge any account in my credit if I believe they are being reported inaccurate, unverifiable or incomplete. I believe they are and some of them have been corrected on some of the bureaus and some have not. I would like to make this complaint to show the level of urgency I have towards this matter. If you can please help I would really appreciate it. These accounts have to be deleted since they are holding my credit scores back and I'm looking to use my credit soon to make a major purchase. Thanks! ACCOUNT NAME/ORIGINAL CREDITOR : XXXX XXXX XXXX, ACCT # : XXXX, REPORTING DATE : XX/XX/XXXX, BALANCE XXXX, REPORTING ON XXXX, XXXX AND XXXX. ACCOUNT NAME : XXXX XXXX XXXX XXXX, ACCT # : XXXX, REPORTING DATE : XX/XX/XXXX, BALANCE : XXXX, REPORTING ON XXXX, XXXX AND XXXX. ACCOUNT NAME : XXXX XXXX, ACCT # : XXXX, REPORTING DATE : XX/XX/XXXX, BALANCE : XXXX, REPORTING ONLY ON XXXX AND XXXX. ACCOUNT NAME : XXXX XXXX, ACCT # : XXXX, REPORTING DATE : XX/XX/XXXX, BALANCE : XXXX, REPORTING ON XXXX, XXXX AND XXXX. ACCOUNT NAME : XXXX XXXX, ACCT # : XXXX, REPORTING DATE : XX/XX/XXXX, BALANCE : XXXX, REPORTING ON XXXX, XXXX AND XXXX. ACCOUNT NAME : XXXX XXXX, ACCT # : XXXX, REPORTING DATE : XX/XX/XXXX, BALANCE : XXXX, REPORTING ON XXXX, XXXX AND XXXX. ACCOUNT NAME : XXXX XXXX XXXX XXXX., ACCT # : XXXX REPORTING DATE : XX/XX/XXXX, BALANCE : XXXX, REPORTING ON XXXX, XXXX AND XXXX. ACCOUNT NAME : XXXX/XXXX XXXX, ACCT # : XXXX, REPORTING DATE : XX/XX/XXXX, BALANCE : XXXX, REPORTING ON XXXX, XXXX AND XXXX. ACCOUNT NAME : XXXX, ACCT # : XXXX, REPORTING DATE : XX/XX/XXXX, BALANCE : XXXX, ONLY REPORTING ON XXXX AND XXXX.. ACCOUNT NAME : USAA FEDERAL SAVINGS B, ACCT # : XXXX, REPORTING ON XXXX, XXXX AND XXXX REPORTING XXXX : XX/XX/XXXX, BALANCE : XXXX, REPORTING ON XXXX, XXXX AND XXXX ACCOUNT NAME : XXXX XXXX XXXX : ACCT # : XXXX, REPORTING DATE : XX/XX/XXXX, BALANCE : XXXX, REPORTING ON XXXX, XXXX AND XXXX. FOR INQUIRIES, THE FOLLOWING ARE THE REMAINING INQ 'S WHICH ARE REALLY OBSTRUCTING ME : XXXX XXXX-DATE OF INQ : XX/XX/XXXX. XXXX/XXXX- DATE OF INQ : XX/XX/XXXX XXXX XXXX-DATE OF INQ : XX/XX/XXXX. XXXX XXXX XXXX- DATE OF INQ : XX/XX/XXXX. XXXX- DATE OF INQ : XX/XX/XXXX.
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: IL
Zip: 620XX
Submitted Via: Web
Date Sent: 2019-03-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-20
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: In XX/XX/2018 We purchased counter tops from XXXX XXXX with our USAA checking account in the amount of {$980.00}. When we received the counters they were severely damaged by one of the workers with their forklift. The countertops had to be reordered resulting in us having to pay our contractors extra for canceling and rescheduling the job of install. When they finally got the new counters to us we realized that the counters were in horrible shape. They were cracked, and warped. We contacted XXXX XXXX back and wanted to return them as they were in horrible shape. XXXX refused to do any type of refund. They told us they do not warranty them and will not return them. The installing contractor had to spend several hours trying to repair them. We contacted our bank USAA hoping that they would protect their members and help us recover our losses. USAA gave us a provisional credit for the counters but after " investigating '' ( which they didnt do ) they took the credit back. Said that they were siding with XXXX XXXX. Now they have closed our checking account with a negative balance because we had to pay that money to the contractor for new counters. USAA didnt protect our money from fraudulent and unjust products! *I can not provide letters due to my account being closed. USAA will not allow access of accounts.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85119
Submitted Via: Web
Date Sent: 2019-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-20
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have a problem with USAA and my credit card I have a limit of XXXX I was fine until XXXX of XXXX then from XX/XX/XXXX to XXXX of XXXX they are charging Late fees high interest charges on my credit card which they created they have racked up XXXX on my account and trying to get me to pay for there charges and telling me I have to pay them more money. I bring in about XXXX XXXX to pay my bills with I had everything caught up and made a allotment with my bank to send them 50. a month. I have talked numerous times to them taken the questions to make payment adjustments as I can not pay any more then 50.00 and they say that I do not qualify for any of there programs to take care of the mater instead Im getting Harrasing phone calls daily and threating letters say they are going to ruin my credit and taking my credit card and reporting me to credit bureau for delinqent for charges I never ran up. I told them that if they were not going to help me and remove the charges and late fees interest fees they will only get the 50.00 and I will not pay them any more money then the 50.00. I will not pay there late fees and their interest changes I can not afford to pay any more then what I do and they continue to add charges that I didnt occur. that is wrong why should be stuck with there greed?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98626
Submitted Via: Web
Date Sent: 2019-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-19
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: I received auto insurance through my BANK USAA and I was involved in a car wreck which had nothing to do with me but they deemed my car a total loss and continued to collect insurance payments from my bank account months afterward instead of canceling it due to the total loss. They fraudulently kept it open and collected payments that were invalid. They never sent me the check that they wrote I would receive as well. I am reporting fraud and asking for the. To send me my check and to stop stealing fake payments from my checking account which is also USAA. When I check my account it states the car is deemed a loss and this means they should have closed my account the Investigation is over. They received all documentation the minute It was received.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33312
Submitted Via: Web
Date Sent: 2019-03-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-18
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: Multiple complaints filed here, not sure why I even bother. Company basically just says sorry and lies about how theyre fixing it. Usaa is continuing to ruin my credit even though theyve taken unauthorized funds from my account and refuse to fully address the issue. This is criminal and it needs to be addressed and they need to fix the unfair credit reporting.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 020XX
Submitted Via: Web
Date Sent: 2019-03-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-18
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Hello - I went to pay my bills using an online banking service with USAA and when I opened the the screen I was met with the requirement to provide my personal income and net worth. USAA would not let me proceed from there without providing this information. I called and asked to speak to a USAA representative. He said the information was required by the Patriot Act. I asked what part of the act. He didn't know. The call was transferred to " XXXX '' who claimed to know more information. I asked why USAA wanted this information and she said USAA wants it and also it is required by the Patriot Act.She said USAA won't provide me access to my accounts to pay my bills until I fill that out. I asked if I could have her last name. She said no. I asked if I could get a direct number. She said no. I asked what government agency regulates USAA in this area. She said Consumer Finance. I asked what part of the Patriot Act required that I provide this information. She wouldn't provide this information but reaffirmed if I don't provide it I won't be able to access my accounts. I asked again if there was someone who could provide more information. She said no. She affirmed I had exhausted any ability to resolve this matter by directly contacting USAA.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98004
Submitted Via: Web
Date Sent: 2019-03-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-18
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: In XX/XX/2018 I reported my card missing and the attached charges were made fraudulently. Usaa platinum susequently reversed the charges and all interest charged. A few months later they put the charges back along with interest.They explained whoever had card did it with PIN number. This was not me or anybody I know. I have asked them numerous time to reconsider and this matter has fallen on deft ears,
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11729
Submitted Via: Web
Date Sent: 2019-03-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A