Date Received: 2018-10-02
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: Dear CFPB, I called USAA to report the credit card they issued to me as lost or stolen on XX/XX/XXXX. I remember using this credit card on XX/XX/XXXX in XXXX. It was subsequently either stolen or lost. When I noticed my USAA credit card was missing on XX/XX/XXXX, I logged into my account online and noticed thousands of dollars of unauthorized purchases. I immediately reported the card as missing and reported a number of charges listed online as fraud. I was advised by the USAA representative to keep a close eye on my account. Accordingly, I did monitor the account. I called back at least once to report additional charges as fraudulent. These charges had all been made in the XX/XX/XXXX-XX/XX/XXXX period. However, some of these charges only posted to my account later a few days later. Ultimately, I am disputing 18 charges to my joint credit card account with my husband totalling {$3700.00}. Initially, in XXXX, pending a fraud investigation, we were issued credit for these purchases. These charges re-appeared on our credit card account on XX/XX/XXXX after a fraud investigation was completed. However, I received no letter informing me of the conclusion of this investigation to either my USAA inbox, to my email account or to my regular mailing address ( to my knowledge, though it is possible that it was lost ). Despite speaking to USAA on XX/XX/XXXX ( approximately half an hour ), XX/XX/XXXX ( 36 minutes ), XX/XX/XXXX ( 17 minutes ), XX/XX/XXXX ( 32 minutes ), XX/XX/XXXX ( 37 minutes ), XX/XX/XXXX ( 35 minutes ) and today on XX/XX/XXXX ( 20 minutes and 26 minutes ) about these charges specifically, no USAA representative has been able to resolve this dispute, or even tell me what steps I should take to help resolve this dispute. In the meantime, we continue to carry nearly {$4000.00} of debt on our credit card that was the result of a XXXX claim that we continue to dispute until the present day. I should acknowledge that I have received one phone call back from an XXXX in the USAA credit card fraud department on XX/XX/2018. This individual left a phone message ( I have it saved ) instructing me to return her call at a general number ( XXXX ). Despite two attempts ( one today and one on XX/XX/XXXX ), I could not reach her or anyone authorised to discuss my case when trying this number. Today, on XX/XX/XXXX, I called the senior dispute resolution team one last time to see whether they could do anything before submitting this complaint. Over four months have elapsed since I reported these investigations to USAA and I am extremely frustrated that they have not been able to resolve this, much less provide me with any indication of what is being done to resolve my complaint. Sincerely, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 947XX
Submitted Via: Web
Date Sent: 2018-10-02
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-02
Issue: Problem with a lender or other company charging your account
Subissue: Money was taken from your account on the wrong day or for the wrong amount
Consumer Complaint: On XX/XX/2018, we placed an online order for a hotub with XXXX 's XXXX. XXXX 's took the money from our account the day after the order was placed and 2 days later put the funds back into our account. Approximately 5 weeks later we attempted to obtain status of our order and were told by XXXX 's that we did not have an order because our payment did not go through in which we explained it was initially taken and then returned to our account. Based upon this, we offered to pay on the spot under the condition that we would not have to wait another 6 - 8 weeks and we were told that was not possible. We therefore received written confirmation from both XXXX 's XXXX and the 3rd party vendor who manufactures the hot tub that our order was indeed cancelled. At the end of XX/XX/XXXX, XXXX 's again withdrew the {$6500.00} as payment for the hot tub that was cancelled. We disputed the charge and our money was returned to us. We have provided USAA Federal Savings bank all the documentation evidencing that the order was cancelled on 2 different occasions and received confirmation that it has been received. On Monday XX/XX/XXXX, the {$6500.00} was once again taken form our account over drafting the account approximately {$4000.00}. The money was taken a full 10 days prior to the deadline issued by USAA and the documentation to evident the order cancelled has been confirmed received by USAA. We have repeatedly requested immediate resolution to this matter since it was their error and no one has been able to return the money to our account. We are asking that this be rectified and would like to know our consumer rights for damages.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60560
Submitted Via: Web
Date Sent: 2018-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-02
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: MY NEW COMPLAINT IS THAT USAA IS CONTINUING THEIR RETALIATORY PRACTICES AND REFUSES TO RELEASE THE BALANCE OF FUNDS HELD IN MY INVESTMENT ACCOUNT. XX/XX/2018, XXXX XXXX, USAA, HAS REFUSED TO RELEASE FUNDS FROM MY INVESTMENT ACCOUNT. AS DETAILED BELOW, THEIR REPRESENTATIVE CLOSED MY ACCOUNT IN RETALIATION FOR MY INITIAL COMPLAINT FILED WITH YOU, CONSUMER FINANCIAL PROTECTION BUREAU. THE ACCOUNT WAS CLOSED WITH STOCK AND FUNDS STILL IN IT ; THIS CAUSED SEVERE PROBLEMS AND DELAYS IN PROCESSING A TRADE OF THOSE STOCK. THE STOCKS WERE FINALLY SOLD ON XX/XX/2018. INSTEAD OF WIRE TRANSFERRING THE MONEY TO MY CREDIT UNION AS MY WRITTEN INSTRUCTIONS DETAILED, USAA RETAINED THE FUNDS AND PLACED THEM IN A CASH ACCOUNT WITHIN THEIR INSTITUTION. THIS HAS BEEN THEIR STANDARD PROCESS EACH TIME THAT STOCKS WERE SOLD. RECEIVING FUNDS FROM STOCK SALES AT USAA IS SYNONYMOUS TO PULLING AN IMPACTED WISDOM TOOTH!!!!! ONCE THEY HAVE POSSESSION OF YOUR FUNDS AND TRADING ITEMS, THEY ONLY CONDUCT TRANSACTIONS WHEN AND HOW THEY DESIRE ( LOST PAPERWORK, LATE TRADES, IMPROPER FEES AND TAX ASSESSMENTS ) ; BUT, AT THE OWNERS EXPENSE!!!. INSTEAD OF WIRE TRANSFERRING THE MONEY TO ME AS INSTRUCTED, USAA HAS DECIDED TO HOLD THE FUNDS WITHOUT ANY EXPLANATION OF WHY. AS OF XXXX CENTRAL STANDARD TIME, XX/XX/2018, THE FUNDS FROM THE SALE OF MY STOCKS ARE BEING HELD AND I AM BEING TOLD THAT THEY WILL NOTIFY ME OF THEIR INTENTION IN THE NEXT 2 TO 3 BUSINESS DAYS. To whom it may concern, This letter of response is written so that other service members and consumers do not fall prey to the incompetence of XXXX XXXX XXXX XXXX XXXX. There are a few traders who truly attempt to perform their duties in a manner that benefits the members ; unfortunately, as a whole entity, XXXX XXXX XXXX, XXXX XXXX and the administrative staff are the WORST people I have ever met!!! USAA 's representatives did send written correspondence to me regarding my complaint ; however, their letter did nothing to directly address or rectify the mishandling of my account. XXXX XXXX, Consumer Advocate for USAA, simply wrote a very unprofessional and retaliatory letter, dated XX/XX/2018, informing me that " XXXX XXXX XXXX had chosen to close my account and would not perform any trades, transfers, or any actions for my stock portfolio. '' I received the letter on Friday, XX/XX/2018, in which I was instructed to direct instructions for transfer of funds associated with the account. The account was listed as closed on XX/XX/2018. XXXX. XXXX 's response only solidified my assessment of XXXX XXXX XXXX ' ineptitude!!!! In order to liquidate my account, the stocks had to be sold!! She was working so hard to be rude, nasty, and uncooperative, she closed the account before I was notified, thus denying me the ability to sell the stock. I attempted to address her letter the day it was received ; unfortunately, no one from XXXX XXXX XXXX knew how to process her instructions. My local credit union created a transfer request form detailing routing number and account number for deposit of the funds from my USAA account. USAA representatives could not determine if the instructions could be transferred verbally or written -- no two representatives quoted the requirements the same. Thus, I performed both actions multiple times between XX/XX/XXXX and XX/XX/2018 ( 6 facsimiles were successfully transmitted to USAA -- they went unrecorded ; and, I spent more than 3.5 hours on the telephone with representatives ). Still, XX/XX/2018, I was informed that they needed a written copy of my signature. Representatives verified my identity six ( 6 ) times by sending a text message code to my cellular device, they also repeatedly asked me identifying information to validate my identity. How responsible is that they could sell my stock after validating my identity by my voice and text messages ; but, having validated my identity, they will not release my funds to me?? Thus, once again, USAA is holding my investment funds hostage in retaliation for the filing of this complaint! XXXX XXXX XXXX and XXXX XXXX are two of the worst companies I have ever had the opportunity to deal with. I pray this response will assist other consumers and force them to rethink using investment and insurance products offered by USAA!!!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MS
Zip: 396XX
Submitted Via: Web
Date Sent: 2018-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-02
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I had a stopped payment on a check for {$380.00} but usaa let the check go through causing my mortgage payment to bounce. I was unable to make a deposit at the XXXX ga atm. But they told me I had to just get a money order which I did. I deposited the check using my XXXX but to make problems worse they hold {$260.00} of my money. Then this new problem arise with this {$380.00} coming out when I had a stopped payment to. There is always somebody at the bank causing you financial issues and things to bounce. Somehow the stopped payment fell off.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 368XX
Submitted Via: Web
Date Sent: 2018-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-01
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: My XXXX XXXX XXXX XXXX failed to transfer {>= $1,000,000} through USAA wallet to XXXX XXXX XXXX XXXX XXXX and my XXXX XXXX XXXX XXXX is missing {$7700.00} withdrawn from account XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95661
Submitted Via: Web
Date Sent: 2018-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-28
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: I contacted USA on XX/XX/XXXX and notified them of a balance transfer of {$4000.00} that I did not authorize or initiate. I was told that it would be corrected within 2 to 5 business days. I made repeated phone calls to have the charge removed from my balance. As of today, XX/XX/XXXX, USAA has not removed the charge from my credit card. I called today to close my account with USAA and request a final payment. I was given a final payment that I will pay at the beginning of next week, XX/XX/2018. I have made numerous phone calls to USAA to resolve this problem. They have yet to remove the charge from my account. Because of that I called today to close my credit card account with USAA. I can only determine that they are incompetent. I will never work with USAA again, they failed to correct the fraud transaction in my account after I notified them the first day of the next week, a Monday, XX/XX/XXXX. It is now XX/XX/XXXX, and they have failed to reverse the transaction. Do not trust USAA, they will not protect you from fraudulent translations or transfers. They may not be capable of fixing the fraudulent transfers.
Company Response: Company believes complaint is the result of an isolated error
State: NV
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-28
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: on XX/XX/2018, USAA put a hold on my account due to a fraudulent check being placed into my account. The check states " PAY TO THE ORDER OF XXXX XXXX '' .. To whom I do not know also on the fraudulent check has this persons ' address for XXXX XXXX. The amount of the check was in the amount of {$2300.00} which I would have never approved.. Also on the check states XXXX XXXX XXXX XXXX. As I continue to examine this copy of the fraudulent check that USAA provided to me, states on the back ENDORED BY XXXX XXXX. With a signature that is not mine. with an account number and stating it was thru mobile app. Now this complaint is to understand that the USAA BANK should have never allowed the mobile app banking to put a fraudulent check into my account without making sure it was okay. I should not be held responsible for this check amount. USAA FEDERAL SAVINGS BANK XXXX XXXX XXXX. XXXX XXXX TX, XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33914
Submitted Via: Web
Date Sent: 2018-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-28
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: We are military. This has gone on through one move. XX/XX/XXXX bought furniture paid in full while living in XXXX, XXXX. XX/XX/XXXX furniture delivered in XXXX, XXXX XX/XX/XXXX notified merchant furniture was damaged - XXXX, XXXX XX/XX/XXXX independent furniture repair co. ( XXXX ) hired by merchant evaluate the furniture and deemed it damaged not delivered as agreed- XXXX , XXXX XX/XX/XXXX second independent furniture repair co. ( XXXX ) hired by merchant evaluated the furniture and deemed it damaged not delivered as agreed- XXXX, XXXX XX/XX/XXXX - Merchant offered to re-order and deliver. In good faith we accepted re-order and delivery XX/XX/XXXX - New delivery damaged once again by delivery crew, so we refused delivery. Did not pick up old furniture because crew did not have " orders '' to do so. - XXXX, XXXX XXXX XX/XX/XXXX - Merchant agrees to have old furniture picked up and apologizes for confusion - XXXX, XXXX XXXX XX/XX/XXXX notified merchant in writing that we wanted a refund, nothing else. Merchant said they would not give us refund, we would have to take old broken furniture and pay for delivery since we had refused it. - XXXX, XXXX XXXX XX/XX/XXXX Merchant called to notify us that furniture was back in their possession. XX/XX/XXXX sent another email asking for refund and pick up of their broken furniture XX/XX/XXXX filed dispute with USAA credit card, that per XXXX the goods were not delivered as agreed upon. XX/XX/XXXX USAA denied dispute stating that the merchant is willing to work with us ( this is not true ) XX/XX/XXXX elevated dispute with USAA. XX/XX/XXXX USAA request we contract a furniture expert to evaluate furniture in order to re-open and address our credit card dispute XX/XX/XXXX for {$150.00} XXXX rep came to our home to examine furniture and give us a written report confirming that furniture was not delivered as agreed to and that it is indeed broken XX/XX/XXXX USAA once again denied our dispute because the merchant is willing to work with us. We explained again that what the merchant wants us to pay THEM {$770.00} to pick up their damaged furniture and they will refund the rest of the money. They NEVER put this in writing, it is all verbal.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: RI
Zip: 02840
Submitted Via: Web
Date Sent: 2018-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-28
Issue: Problem caused by your funds being low
Subissue: Late or other fees
Consumer Complaint: On XXXX XXXX I prepaid for a rental at XXXX XXXX for {$140.00} & I wasnt aware that I did not have my debit card on me. I called USAA for assistance and the Representative carelessly closes both of my Debit cards and she was only to do one. A few months later USAA took $ XXXXp from my account and when I called to find out why this happens it was told to me that I waa supposed to do a Dispute for this amount by XXXX and because I didnt think I'd needed to do it because of a fault of their Representative I'd expressed this but nonetheless I'd submitted a Dispute. For weeks I did not receive feedback on the refunded amount and again I wrote another Dispute letter and speaking to the CEO assistant of the matter which again no action was taken. On XXXX XXXX I'd received a phone call from another CEO assistants and was told that the second Dispute letter was " not good enough '' & I should explain further to which I should be refunded my money. Again i wrote another Dispute letter and i have it here uploaded. Today i get a message from my bank messaged to tell me that the Dispute letter was not sufficient enough as I'd explained thoroughly that my payment was prepaid via app and I called the Accounting office to see about the {$140.00} and the Accountant responded to me since I'd prepaid from the app she was not able to see the payment only when I'd arrived to pay for the rental in full. It's been over a month and this bank USAA isnt holding themselves in full responsibility of the action of their Representatives fault. And I need some help in getting this resolved so I can my funds rightfully back to me
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20902
Submitted Via: Web
Date Sent: 2018-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-27
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: On XX/XX/XXXX, I drafted a convenience check against the above credit account in the amount of {$10000.00}, subject to 0 % APR through XX/XX/XXXX. This convenience check balance is referred to as a promotional balance transfer on my statements. In the subsequent months, I made minimum payments on this balance, plus additional payments to cover the amount of any new purchases. It appears that, from at least XX/XX/XXXX, USAA applied my payments to the promotional balance transfer amount, before applying the payments to my new purchases. However, page 14 of USAAs Credit Cardholders Agreement states that [ a ] mounts paid in excess of the Minimum Payment are applied to the balance with the highest APR. This is the same language as required by the Credit Card Accountability Responsibility and Disclosure Act of XXXX. Payments that I made from XXXX to XX/XX/XXXX should have been applied first to any new purchases on each statement, as these balances were subject to interest ( due to being outside of the grace period ). Instead, USAA used these payments to reduce the promotional balance transfer amount that was not subject to interest. The net effect of this error is to subject a greater portion of future balances to interest. Indeed, I was charged more interest on my XXXX statement ( {$18.00} ) than on my XXXX statement ( {$14.00} ), despite having paid for all new purchases in the intervening period and having charged less new purchases in XXXX ( {$820.00} ) than in XXXX ( {$2000.00} ). Even more counter-intuitively, USAAs method of applying my payments will result in me incurring interest going forward, even in months in which I do not make any new purchases. I called USAA on XX/XX/XXXX several times. Generally, representatives were unfamiliar with how USAA calculates account interest or the order in which USAA applies payments to accounts. After hours of phone calls, I got no clear explanation on how the interest was derived on my statement or would be calculated on future statements. I believe the correct promotional balance transfer amountthe amount not subject to interest during the promotional period as of XX/XX/XXXX, should be my current balance of {$9300.00} ( {$10000.00} minus all payments made above purchases ). I asked USAA to make this correction as soon as possible and respond in writing. I mailed a letter regarding this matter to USAA ( USAA Credit Card Services, XXXX. XXXX, XXXX XXXX, TX XXXX ) on XX/XX/XXXX. I received a phone call from USAA on XX/XX/XXXX where I again asked for a written response regarding the disputed interest. To date I have not received any written response. My XX/XX/XXXX statement shows interest charges of {$17.00} even though no purchases were made during the billing cycle. This interest is only on previous purchases that are apparently accruing interest because my payments were applied to the 0 % APR convenience check instead of the new purchases that were subject to a higher interest rate. I called USAA on XX/XX/XXXX ( approx. XXXX Eastern ). " XXXX '', the representative said that balances and interest were not split ( despite my statement splitting balances and interest ) and that this is just what happens with this 'type of program '. She claimed that 'highest APR balance ' meant 'oldest balance ', even when I explained how that would not be true in this case. She said that she didn't see my letter and I would have not gotten a response anyway because there was " no bank error ''. Overall, I felt she was very rude, often speaking over me. Even though I believe that the interest calculation is wrong, USAA 's cardholder agreement also says that the first {$50.00} of the claimed 'error ' is waived when they don't process complaints correctly, pg. 21 ( like not responding to charge dispute letters within 30 days ). Even if XX/XX/XXXX is the earliest they processed my dispute letter, we are quickly approaching that mark.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: MI
Zip: 48108
Submitted Via: Web
Date Sent: 2018-09-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A