Date Received: 2018-08-13
Issue: Fees or interest
Subissue: Unexpected increase in interest rate
Consumer Complaint: USAA has been charging me false cash advance fees for purchasing on coinbase. When I started to purchase over a year ago they were not charging these fees. I actually used my USAA card because at the time they were supporting blockchain technology. I made calls to them and they blamed coinbase. I tried to contact coinbase and then after 6 months of back and forth I realized it was USAA charging me cash advance fees. I am purchasing into an application and utility token not crypto currency. Had USAA warned me or been honest in the beginning I would not of used their card. They kept telling me it was coinbase not them adding fees. I only used because they were crypto/blockchain supporters at the time. They were even building their own crypto currency. So now they added 1000 's of dollars in cash advance fees to my card over the last year. Every month Im being charged some crazy high interest fee for cash advances. They then refunded and charged back again It's such a mess I don't understand what they did. Charges and chargebacks all over the place. Because they said it was coinbase I thought it was fixed but it wasn't at a all. I never would use a card for cash advance.I have been run around in circles for months and don't know what to do. My statements are in shambles because of them. Thanks in advance for all your help. Finally talked to USAA rep. Usaa admitted on phone they were not charging cash advance fees when I first started making app purchaces and they were crypto friendly. This is why I chose them. I want to make sure XXXX know I am absolutely not satisfied with the response. XXXX was actually rude and not at all understanding. I am actually mortified that this is even legal. Are there no usury laws? I will be starting a class action law suit and petition online next. Will research and see who is already suffering the same extortion from USAA and find the most effective media and social media outlets to be heard. XXXX___This is one of the XXXX statements that USAA released that made me use them instead of my other cards or waiting for wire transfers, XXXX XXXX XXXX USAA Integrates Bitcoin Access to All Member Accounts USAA Bitcoin Following an initial pilot run which saw select USAA employees and members view their Coinbase accounts via the website and the mobile application, the USAA is now expanding bitcoin integration via Coinbase for all member accounts. In a post yesterday, USAA announced that all account holders will be able to view their Coinbase accounts in tandem with the rest of their USAA accounts and financial services on the USAA website. Support for the mobile application will be available later this month, although both website and the application were a part of the XX/XX/XXXX trial. XXXX XXXX, lead investment associate for XXXX corporate development team has been researching the cryptocurrency for USAA since XXXX. In a statement, he revealed : Traditionally, USAA is very good about getting in front of emerging technology trends. What were developing is at the forefront of the financial services industries. A Bank Favoring Blockchain and Bitcoin Research USAA, a financial services group that brings banking, insurance and other services to US military members and their families is notable for its endeavor into bitcoin integration and research and investment into its underlying technology, the blockchain. In XX/XX/XXXX, USAA was one among the more prominent investors in XXXX Series C funding round which raised a record {$75.00} XXXX. The managing director of corporate development at the Texas-based bank, XXXX XXXX, also revealed in XXXX that the bank was looking into utilizing blockchain technology in order to decentralize some of the banks operations. Speaking in XX/XX/XXXX, XXXX stated : We have serious interest in the blockchain and we think the technology would have an impact on the organization. The fact that we have such a large group of people working on this shows how serious we are about the potential of this technology. With the integration of XXXX accounts with all member accounts, the move is another sign that USAA is looking to invest in bitcoin for its own future, just as it did with XXXX. One participating member from the original trial, XXXX XXXX, a software engineer at USAA added the following in USAAs post : Bitcoin could easily be the currency of tomorrow. Featured image from USAA.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11216
Submitted Via: Web
Date Sent: 2018-08-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-13
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Hello my name is XXXX XXXX, and an XXXX in United States XXXX XXXX.I '' ve recently opened an account with usaa and made my initial deposit of XXXX $ .but they seem to have denied me access to my account and online banking due to no 1 specific reason that they have yet to tell me.And now there talking about closing my account that I have not been able to use.so I want to be treated fairly as an Man and not a statistic.USAA never calls me or email me pertaining my account.I really feel lost and discriminated against.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30238
Submitted Via: Web
Date Sent: 2018-08-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-12
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: Reference previous CFBP complaints # XXXX and # XXXX Received letter XX/XX/XXXX from USAA dated XX/XX/XXXX stating that loan # XXXX was in default and vehicle had been sold and USAA has applied balance of proceeds to the loan which is not a valid debt. USAA Insurance sent Customer a letter on XX/XX/XXXX stating the XXXX XXXX XXXX loan number # XXXX was a total loss. The Customer immediately notified the Repair Shop ( in Person ), USAA Banking and coordinated with both Banking Officer and USAA Insurance Adjusters regarding this entire matter. The Vehicle was over 90 % totaled with repairs totaling {$24000.00} on a vehicle worth $ XXXX? This violates Florida Law and Customer advised USAA regarding the fact he's not responsible for the Vehicle due to the fact USAA totaled the Vehicle and Customer sent in keys and title to Vehicle per USAA request. USAA Insurance and USAA Banking have not complied with the New Car Replacement Policy which was purchased along with the Vehicle loan. USAA should have never sold this Vehicle which was over 90 % damaged and Customer never acknowledged any debt nor sale of the Vehicle. The Vehicle was still at the Repair Shop when USAA decided to repossess a Vehicle that was totaled by them XX/XX/XXXX. Please see letters sent to USAA regarding this entire matter and also documents which were sent previously regarding this matter which is still not resolved because Customer who is 100 % XXXX XXXX on a XXXX has been harassed continuously by this Creditor for a debt that the individual does not owe! The Vehicle XXXX XXXX XXXX was totaled on XX/XX/XXXX per USAA letter! Read the Car Replacement portion and why was the Vehicle not replaced per the USAA Total Loss Protection Agreement Addendum Date XX/XX/XXXX Loan State : FL Why did USAA allow the Repair Shop to keep on repairing a totaled vehicle without Customers permission and since receiving the total loss letter? USAA stated the Repair Shop would not give up the Vehicle and how does this become the Customers problem when the Vehicle was totaled onXX/XX/XXXX and Customer should have received the New Car Replacement immediately. Now we've received a letter from the USAA Federal Savings Bank stating they fixed and sold a totaled vehicle without the Customers permission and have applied debt to a loan which no longer exists in Customers viewpoint. USAA is stating the Customer owes {$17000.00} with retaking expenses of {$5300.00}. How come retaking expense when Vehicle should have never been retaking due to being totaled on XX/XX/XXXX. We have several statements from USAA Banking Office and USAA Adjuster stating that the Vehicle loan would be paid off and Customer would owe nothing. How come USAA never kept it's word regarding paid off of Vehicle and Customer receiving New Car Replacement? Why is USAA Banking now trying to put debt unto Consumer? USAA has been told several times and sent numerous correspondence to show that the debt is not owed due to Vehicle being totaled and also the fact USAA Employees stating on several occasions that loan would be paid and Consumer would owe zero dollars. The next step for Consumer would be to bring individual lawsuits against each individual involved in this entire matter and USAA as a whole.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32536
Submitted Via: Web
Date Sent: 2018-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-11
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: On my credit report It shows as having a secured credit card, when you secure a credit card with a CD or money it should show as a standard credit card on the report and not a secured credit card. Creditors will look at this as a derogatory mark as having to buy credit. The credit report should read Credit card or revolving account only not!! Secured.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AK
Zip: 99654
Submitted Via: Web
Date Sent: 2018-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-09
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: On XX/XX/18 I transferred {$250.00} from a USAA mutual fund account to a USAA checking account. Per the written terms published on their website and information on the screen during the transaction, the funds should be available same-day as they have been in the past and in compliance with The Expedited Funds Availability Act ( EFAA ). The terms of their depository agreement state : When Available Type of Deposit Same business day as the day of deposit. Funds received electronically through an ACH credit Transfers from other XXXX accounts you own ( Copied and pasted. Transfers from other XXXX accounts I own, same day ). Immediately after completing the transaction, a message came up saying there was a 2 day hold on the funds, no warning before. I complained to USAA and said the written terms said the funds will be available same day and XXXX says there should at most be a 1 day hold because this is a USAA to USAA transfer and meets none of the " exceptions '' for longer holds. The USAA rep said they had a " new policy '' beginning XX/XX/2018, and apparently had not updated their online terms yet. - Beginning XX/XX/XXXX, when members move money from USAA mutual funds ( USAA Funds ) or USAA Life annuities to a USAA Federal Savings Bank ( USAA Bank ) checking or savings account, the money will no longer be available immediately. A one to two-day delay in funds availability will apply to future, recurring and on-demand transfers. They should absolutely have to adhere to the written terms online because they stated in writing the funds would be available same day, and a 2 day hold to a low-risk usaa to usaa transfer is in violation of EFAA because this transaction meets no exceptions for longer hold time. I had moved this money to cover a bill. On XX/XX/18 even though USAA had the funds, because of the 2 day hold the funds were not available and they rejected the bill payment for NSF including a {$29.00} fee to USAA, {$27.00} NSF fee with the merchant and {$35.00} late fee with the merchant for a total of {$91.00} fees due to this hold.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 605XX
Submitted Via: Web
Date Sent: 2018-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-08
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/2018, I notified USAA via international phone call that my debit card was stolen/lost. I was advised that a new card would be sent to me within 5-7 business days. During this time and up to end of XX/XX/2018, I was traveling frequently and wasn't home all the time. On XX/XX/2018, as I was going through my mail, I realized that my debit card never arrived. I reviewed by checking account statement and noted that there was fraud on the account. I called on XX/XX/18, I again called USAA to report the fraud and order a new debit card. I was advised that a fraud claim was opened and new debit card ordered. I was told it would take 2 business days to have the money placed back into my account. On XX/XX/18, I conducted USAA via chat to inquire about the status of the fraud claim and was advised via chat message that a fraud case was never opened. USAA failed to comply with Regulation E, Section 1005.11 on XX/XX/18 when they were first notified of the fraud issue. USAA also mislead and lied to me regarding how long the process took to refund my money. Additionally, USAA has caused me substantial injury relating to financial harm as a result of failing to honor my fraud claim and continuing to charge me fees for overdrawing my account. Due to USAA unfair practice they have committed a violation of UDAAP pursuit to regulatory guidelines.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 08610
Submitted Via: Web
Date Sent: 2018-08-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-07
Issue: Money was not available when promised
Subissue:
Consumer Complaint: On XX/XX/2018 a transfer of funds between another USAA member and myself Accrued. USAA now uses a 3rd party company called XXXX, when the transfer was placed a text was sent to my phone saying " XXXX sent you {$1000.00} through XXXX, a service of XXXX XXXX XXXX, at XXXX XXXX XXXX. Reply with STOP to end msgs or HELP for help. '' after some time I realized the funds had not been transferred. after consulting USAA I was informed that I only had 14 days to register or the funds would go back to the sender. I was well over that period and now am being told that USAA has no way of contacting the Sending Member or any way of completing the transfer. The points i would like to make are in the Text Receipt message it states nowhere that i need to login and register, or that my funds transfer would not be completed until I am registered. the text does however state that {$100000.00} was sent to me, when in fact it was never sent. I would consider this a lie and false invoicing. USAA has been unhelpful in this situation and is not making any attempts to rectify this situation
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AK
Zip: 99705
Submitted Via: Web
Date Sent: 2018-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-07
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: This is in reference to XXXX which was closed out. I have requested a letter from XXXX ( the servicer of the mortgage ) stating that the issues I experienced was from loan origination not servicing. XXXX has told me on many occasions that this was not a servicing issue but when they routed the letter through USAA, USAA prevented XXXX from sending the letter to me. Ms XXXX XXXX ( XXXX ) told me on XXXX XX/XX/XXXX 18 that they could not because I had filed a CFPB complaint. It is disappointing that a consumer would be denied a request for correspondence as a punitive action for filing a complaint. Additionally, even thought the previous complaint was closed out I am still out $ 800-1000 of pocket. Thanks.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-07
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I opened a CD with USAA bank for a secured credit card unfortunately and for personal reasons, I had to file for bankruptcy ; at the same time I called the credit card department and paid off any balance I then asked to close my CD account on XX/XX/2018 and deposit the proceeds to another checking account I have with USAA and was told that it will take a couple of days ; after XXXXwo weeks not seeing the deposit I called again trying to find out where is my money and was told that it takes two weeks to close the account after two weeks not getting the money I called again and was told that they can not deposit the money in my account and it will take another two weeks for them to issue a check and mail it to my home address after two weeks today XX/XX/2018 I called again and was told that the check was issued on XX/XX/2018 and mailed to the bankruptcy trustee and had to do so because it is the law. I spoke to my attorney and was told that there is no such law. It's unheard of to send someone's money to a third party without my authorization. As you can see in my complaint throughout the month of XX/XX/2018 from the XXXX of the month until the end of the month, I was given the runaround. I filed a complaint with the Federal Reserve which resulted in a phone call from the bank representative all she told me was 1. She basically blamed me that I called the wrong place/department however no one I spoke to told me that I am calling the wrong place/department. 2. The representative also told me that it is USAA policy that in case of bankruptcy they mail the funds to a trustee, I asked her to show me where does it say in our CD agreement that in case of bankruptcy my money will be mailed to a third person, she basically refused to either direct me to where to find the agreement or offer language in the agreement. In the meantime, after finding a solution for my financial troubles I voluntarily had my bankruptcy dismissed and still looking to collect what is due to me which amounts to {$1600.00}
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33063
Submitted Via: Web
Date Sent: 2018-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-06
Issue: Fraud or scam
Subissue:
Consumer Complaint: Snce XXXX I won the lottery while XXXX in XXXX. When I came home the bank staements indicated that USAA bank placed the money on hold because they claimed it might be terroist funds and its was XXXX XXXX and another lottery called XXXX, it was done online and they assured me as soon as the funds were cleared I would receive it. The statements and other proof were submitted to them by XXXX and I got a call from the President of XXXX XXXX of which indicated the funds were cleared and ready to transfer back to my person ; till now Im unable to get that money even after XXXX from President XXXX office called and confirmed everything. This is theft and delay. PLEASE HELP. XXXX XXXX XXXX # XXXX ADDRESS XXXX XXXX XXXX XXXX XXXX WASHINGTON DC XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DC
Zip: 20016
Submitted Via: Web
Date Sent: 2018-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A