Date Received: 2018-11-02
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: I opened an account with Usaa in XX/XX/2018. I was asked to verify my military status and to send in an Id. I sent Usaa my id and my XXXX. I applied for a credit card and was approved. I had an option to have a different mailing address. I changed it and everything was fine. as I tried to use my credit card. they froze my account for verification. per verification they first said they closed my account because I had a past due balance of {$25.00} then they came back and said because I didn't answer the phone when they called that they choose to close my account and I can make an appeal. when I asked why they had to valid reason. I felt like I was being treated as a criminal. they have had poor communication regarding this whole matter. their information was not consistent and they treat new customers like criminals. I have not committed fraud. I have not made a report to the credit bureau so this treatment even after I have been verified is unacceptable. I am requesting for a investigation.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30076
Submitted Via: Web
Date Sent: 2018-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-01
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/2018 an individual contacted USAA by phone to request an expedited debit card be mailed to them because they were out of town. USAA Sent a new card and pin number!!!!!! to an address in another STATE!! that is not listed on my banking profile but states that the request was valid because it was made from a phone number on my profile. On Friday XX/XX/2018 the individual was in possession of the card and new pin and deposited/wire transferred ( not sure which ) into my account XXXX This is when I was first made aware of the situation because I was emailed a notification about the deposit. I didnt know if it was a mistake or if I had just won a prize or XXXX knows so I immediately contacted USAA the same day. I informed the representative that I wasnt expecting any large deposits, so he placed a freeze on my account for 5 business days until they could investigate. I contacted them in 5 days to figure out what was going on only to find out that the same individual called back on or about XX/XX/XXXX to increase the ATM limit from {$600.00} to {$4500.00} ( after the account was placed in a freeze status ). The individual withdrew all of the money in another state leaving me now with a negative balance of XXXX that USAA is claiming I am now responsible for. I am beyond XXXX!!!!! I have been with this company for over 10 years and always spoke so highly of them. This company thrives on doing business for the ARMED FORCES!!!! I AM FLOORED ON HOW THEY COULD BE SO NEGLIGENT TO SEND A CARD WITHOUT ADDITONAL SECURITY PRECAUTIONS!!! I have been XXXX to XXXX and XXXX and was mobilized at XXXX XXXX during the XXXX and I was honored to serve every time. Facing enemies foreign and domestic, but this is a different kind of enemy one who sits behind a desk or computer who refuses to do their due diligence in rectifying the situation. The individual who withdrew all the money was identified by ATM video surveillance from the sheriff department in county after I provided them with the information. Information that USAA also had in their possession. However, with the suspect identified, police reports, phone records ( that show I didnt make a call to USAA on XX/XX/XXXX ), and any other supporting documentation that USAA has requested they are still holding me accountable. The reasoning is that I didnt safeguard my information!!!!!!!!! ... My thing is 1. you were notified in a timely manner ( less than two days ) which is part of the depository agreement. You were negligent in providing someone with a new card and pin # by mailing it to an address nowhere listed on my profile. And 3 ) whatever wire transfer/deposit that took place on Friday should take at least 1 business day to clear before someone is allowed to just withdraw that amount of money!!!. I have escalated this situation to the CEO of the company with no avail and I dont know what else to do except arbitration, small claims, or just find away to pay the money so I dont mess up my credit!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77041
Submitted Via: Web
Date Sent: 2018-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-31
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I spoke with a bank representative from USAA on XX/XX/2018 who asked me about 2 attempts to use my debit card in another state at a XXXX, and a XXXX XXXX that USAA blocked. I told them I had not been outside of XXXX, SC in the last few months. They stated no problem, and that they would put a fraud block on my account, cancel my debit cards, and reissue them. I noticed on XX/XX/2018 that fraudulent charges had posted to my debit card authorized XX/XX/2018 totaling {$3400.00}. Upon further review, I found that a fraudulent telephone transfer was made through someone impersonating me in the amount of {$4600.00} which posted to my account on XX/XX/2018. I do not make telephone transfer deposits, and I do not think I've ever made one. I am a Social Security Administration employee who was included in the data breach a few years ago.
Company Response: Company believes complaint is the result of an isolated error
State: SC
Zip: 29687
Submitted Via: Web
Date Sent: 2018-10-31
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-29
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Back in XX/XX/2018 l paid for a membership with XXXX XXXX using my USAA Debit Card for {$40.00} l disputed this charge with USAA as months have gone by and XXXX XXXX failrd to provide the membership to me, the last communication by email l had was them telling me " you will hear when we hear '' so l disputed the charge and USAA send me a reply saying l was out side the time frame, l told them, the reasons as l am here and they refused to except it as a result of me not receiving the membership from XXXX XXXX l have lost the whole season to XXXX XXXX XXXX. I am asking your agencies help in resolving this, this is not a normal situation and USAA has to understand this, l am not trying to get free money from USAA but money that l work hard for and money l paid for a membership that l never received and will not receive now. So l am requesting that your agency help me in getting my money back. It sound like USAA wants to loose a long time customer over this and does NOT care that l am out of pocket for a item that was not provided to me by the organization that got my money and provided me with nothing over these months. Regards XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23602
Submitted Via: Web
Date Sent: 2018-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-28
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: i had a debitcard on the XX/XX/2018 from the usaa mobile app. It was not me or anyone else authorized for the ordering of a new debit card my phone did not do the request. I would like the request for a new debit card from the usaa mobile app to be investigated to find out the phone or person or persons responsible for the unauthorized order of replacement debit card. The fraud depart at usaa is going to be doing an inner investigation on their end but part of their investigation process is to fill this fraud report out
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AR
Zip: 72076
Submitted Via: Web
Date Sent: 2018-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-27
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: Starting in XX/XX/2018 I have received a reoccurring charge from XXXX on my USAA credit card. I have tried every month to dispute the charge and ask to not allow the charge to continue. To this date I am still being charged. I cancelled the first card received a new card and USAA has continued to allow the disputed charge. No matter how many letters I send I can not get USAA to cancel the monthly charge. This has gone on for 7 months with no positive outcome. I have been charged XXXX monthly for a XXXX account I do not have.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-10-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-26
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: I applied for a secured credit card with USAA bank with a written agreement that I could not only use it to improve my credit score, but to also increase my savings by adding funds to the Certificate of Deposit which the card is connected to whenever I pleased. Even though it runs off of a Certificate of Deposit which I paid into, they still ran my credit, then they charged me a fee, only to then tell me that I may no longer add funds to the CD as agreed to originally due to a " banking decision '', which is a vague and undescriptive response. Now I am stuck with a CD that I can not increase, as to the original agreement, a laughable credit limit, a hit to my credit score, and in order for me to start another secured card with another agency I would have to suffer yet another hit on my credit. Is it legal for a bank to back out of a product after they have already established an agreement??
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: NV
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-25
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I called USAA on XX/XX/XXXX18 at XXXXXXXX XXXX to report a transaction I didnt recognize. I was transferred from credit card to debit card customer service. The rep on the phone asked me for my ssn, name, date of birth, and phone number, and PIN for phone banking and I provided it all. They then asked me for my childrens names and dates of birth, which I felt was invasive and would not provide. I asked to speak to a supervisor and she refused unless I provided that info. After a lot of back and forth she did transfer me, but no one would access my account or take the fraud report b/c they say I could not verify myself.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23235
Submitted Via: Web
Date Sent: 2018-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-24
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: The USAA accounts below should be XXXX balance. I have received the XXXX on these accounts. They are also 7 years old. USAA FEDERAL SAVINGS B XXXX Installment Negative XX/XX/XXXX USAA FEDERAL SAVINGS B XXXX XXXX XXXX {$1000.00} {$1500.00} 70 % Revolving Negative XX/XX/XXXX The inquires below are not mines and I have requested they be removed in the past. You have 35 Inquiries Inquirer Name Inquiry Date Removal Date Business Type Contact Information XXXX XXXX/XXXX XXXX XX/XX/XXXX XX/XX/XXXX Automobile Dealers, Used XXXX XXXX XXXX XXXX, TX XXXX ( XXXX ) XXXX XXXX XXXX/XXXX XXXX XX/XX/XXXX XX/XX/XXXX Automobile Dealers, Used XXXX XXXX XXXX XXXX XXXX XXXX , TX XXXX ( XXXX ) XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX Auto Financing Companies XXXX XXXX XXXX XXXX , AZ XXXX BYMAILONLY XXXX XX/XX/XXXX XX/XX/XXXX Bank Credit Cards XXXX XXXX XXXX XXXX XXXX , TX XXXX ( XXXX ) XXXX XXXX XXXX NA XX/XX/XXXX XX/XX/XXXX Bank Credit Cards XXXX XXXX XXXX XXXX, VA XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX Bank Credit Cards XXXX XXXX XXXX XXXX, VA XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX Bank Credit Cards XXXX XXXX XXXX XXXX , VA XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX Auto Financing Companies XXXX XXXX XXXX XXXX XXXX , TX XXXX ( XXXX ) XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX Auto Financing Companies XXXX XXXX XXXX XXXX XXXX , TX XXXX ( XXXX ) XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX Auto Financing Companies XXXX XXXX XXXX XXXX XXXX , TX XXXX ( XXXX ) XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX Auto Financing Companies XXXX XXXX XXXX XXXX XXXX , TX XXXX ( XXXX ) XXXX XXXX XX/XX/XXXX XX/XX/XXXX Auto Financing Companies XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX ( XXXX ) XXXX XXXX XX/XX/XXXX XX/XX/XXXX Auto Financing Companies XXXX XXXX XXXX XXXX XXXX XXXX , AZ XXXX ( XXXX ) XXXX XXXX XX/XX/XXXX XX/XX/XXXX Auto Financing Companies XXXX XXXX XXXX XXXX XXXX XXXX , AZ XXXX ( XXXX ) XXXX XXXX CARD XX/XX/XXXX XX/XX/XXXX Bank Credit Cards XXXX XXXX XXXX XXXX, DE XXXX ( XXXX ) XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX Auto Financing Companies XXXX XXXX XXXX XXXX XXXX, CA XXXX BYMAILONLY XXXX XX/XX/XXXX XX/XX/XXXX Auto Reseller XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX ( XXXX ) XXXX XXXX XX/XX/XXXX XX/XX/XXXX Credit Unions XXXX XXXX XXXX XXXX XXXX XXXX , TX XXXX BYMAILONLY XXXX XX/XX/XXXX XX/XX/XXXX Credit Unions XXXX XXXX XXXX XXXX XXXX XXXX , TX XXXX BYMAILONLY XXXX XX/XX/XXXX XX/XX/XXXX Credit Unions XXXX XXXX XXXX XXXX XXXX XXXX , TX XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX Tenant Screeners ( Reseller ) XXXX XXXX XXXX XXXX XXXX XXXX, UT XXXX ( XXXX ) XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX Tenant Screeners ( Reseller ) XXXX XXXX XXXX XXXX XXXX XXXX, UT XXXX ( XXXX ) XXXX XXXX XXXX XXXX/XXXX XX/XX/XXXX XX/XX/XXXX Auto Financing Companies XXXX XXXX XXXX XXXX XXXX XXXX , TX XXXX ( XXXX ) XXXX XXXX/XXXX XXXX XX/XX/XXXX XX/XX/XXXX Auto Financing Companies XXXX XXXX XXXX XXXX XXXX XXXX XXXX , CA XXXX ( XXXX ) XXXX XXXX/XXXX XXXX XX/XX/XXXX XX/XX/XXXX Auto Financing Companies XXXX XXXX XXXX XXXX XXXX XXXX XXXX , CA XXXX ( XXXX ) XXXX XXXX/WXXXX XXXX XX/XX/XXXX XX/XX/XXXX Auto Financing Companies XXXX XXXX XXXX XXXX XXXX XXXX XXXX , CA XXXX ( XXXX ) XXXX XXXX/XXXX XXXX XX/XX/XXXX XX/XX/XXXX Auto Financing Companies XXXX XXXX XXXX XXXX XXXX XXXX XXXX , CA XXXX ( XXXX ) XXXX XXXX/XXXX XXXX XX/XX/XXXX XX/XX/XXXX Credit Unions XXXX XXXX XXXX XXXX XXXX, NJ XXXX ( XXXX ) XXXX XXXX/XXXX XX/XX/XXXX XX/XX/XXXX Credit Unions XXXX XXXX XXXX XXXX XXXX , TX XXXX ( XXXX ) XXXX XXXX XX/XX/XXXX XX/XX/XXXX Tenant Screeners ( Reseller ) XXXX XXXX XXXX XXXX XXXX XXXX, MA XXXX ( XXXX ) XXXX XXXX XX/XX/XXXX XX/XX/XXXX Tenant Screeners ( Reseller ) XXXX XXXX XXXX XXXX XXXX XXXX, MA XXXX ( XXXX ) XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX Finance Companies - non specific XXXX XXXX XXXX XXXX XXXX , TX XXXX ( XXXX ) XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX Finance Companies - non specific XXXX XXXX XXXX XXXX XXXX , TX XXXX ( XXXX ) XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX Finance Companies - non specific XXXX XXXX XXXX XXXX XXXX , TX XXXX ( XXXX ) XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX Bank Credit Cards XXXX XXXX XXXX XXXX, NJ XXXX ( BY ) -MAIL
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-24
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: XX/XX/18 : Filed a dispute with USAA for services not delivered as agreed for two transactions in the amount of {$1200.00} ( Case # XXXX ) and {$1000.00} ( Case # XXXX ). These transactions were part of an installment agreement for the total purchase price of my certification course, which was required to be completed by XX/XX/2018. I inquired if any documentation was needed. Rep informed me I would receive an e-mail with instructions on how to upload my supporting documentation into the portal. XX/XX/18 : Uploaded ALL supporting documentation into USAA portal : Contract, Missed appointments, data errors, missed classes due to instructors just not showing up, and the database where all of my findings, journaling, and notes needed to pass my two-levels of certification tests were lost forever leaving me unable to complete or catch up with material prior to the deadlines. XX/XX/18 : Rec 'd correspondence from USAA on Case # XXXX. Case decisioned in merchant 's favor for the following reason : Time frame to dispute had elapsed. I was notified the of {$1200.00} would be placed back on my account XX/XX/18. XX/XX/18 : Called USAA for clarification of decision. I was told that no supporting documentation had been provided. I challenged that and was told that the documentation I provided was in another database and was asked to upload docs again. Same day, I also received correspondence from USAA stating they were JUST submitting Case # XXXX ( {$1000.00} ) XX/XX/18 : USAA placed debit of {$1200.00} ( Case # XXXX ) back onto my checking account, leaving not only my account unable to be used due to insufficient funds, but also froze my mother 's active account, that my name appeared on. This caused Mom to be unable to receive her SSI and Disability benefits to pay her bills. This issue was escalated to XXXX XXXX in the Executive resolutions Dept. XX/XX/18 : USAA re-opened Case # XXXX requesting additional ( SAME ) information I originally sent twice before. XX/XX/18 : Received correspondence from USAA stating temporary credit being placed back on my account for Case # XXXX in the amount of {$1200.00} and was advised to CLOSE the account with my mother and open a NEW ACCOUNT with just my mother 's name to avoid impact. This was completed. **Unsure of date, but chronologically correct : Case # XXXX in the amount of {$1200.00} resolved in my favor. Reason : Services not delivered as agreed. XX/XX/18 : Received notification that Case # XXXX ( {$1000.00} ) was NOT resolved in my favor. Reason : Not sufficient evidence to support dispute. Authorization prior to cancellation. I was advised that the credit would post back to my account XX/XX/18. XX/XX/18 : Called to dispute decision and escalate my concerns. I believe this is Disparate Treatment, as you can not agree and support one dispute and decline the second for the same reason, same case. XX/XX/18 : {$1000.00} posted back to my account, freezing all activity AGAIN. XX/XX/18 : Spoke with XXXX XXXX XXXX in Executive Resolutions Dept. I voiced my concerns and was advised that the decision was made because the dispute was filed differently. I told XXXX that when I called to file the dispute, I only gave the rep the dates and amount of the transactions in dispute and what happened. I can't be held responsible for how the rep input the dispute. I requested he listen to the recording and was told it was too far back to pull the call. My wife works in XXXX XXXX XXXX XXXX XXXX XXXX XXXX and I spent 15 years as a XXXX XXXX XXXX XXXX XXXX XXXX so I know that is NOT TRUE. I told XXXX I felt this was Disparate Treatment. he acted as if he didn't even know what that was! When I told him I would be filing a complaint with the CFPB, he told me to be very accurate, as it would only come back to him, as if he had already made his decision ... .WOW! Impacts : Currently my account is closed. My wife and I have been banking with USAA for over 15 years. We've even included our family members. It is the only checking account I have ( had ). This is impacting me in numerous ways. My bills are set up to come out of this account and things are being declined left and right. One minute my account is active, the next it is not. mom had to call all of her creditors and SSI and pension due to this inconvenience.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89129
Submitted Via: Web
Date Sent: 2018-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A