Date Received: 2018-07-30
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: Issue : USAA is not applying payments to credit card balances properly. Statement of Events : XX/XX/XXXX - I deposited a " convenience check '' received from USAA in the mail ( {$12000.00} at 0 % interest until XX/XX/XXXX with balance transfer fee paid up front ). XX/XX/XXXX - statement date that showed the promotional balance with a promotional APR applied ( {$11000.00} remaining ). XX/XX/XXXX - took a {$2000.00} cash advance ( intended to be short term ). XX/XX/XXXX - Made a {$2300.00} payment. Intention was to cover the minimum due ( {$110.00} ) which would be applied to the lower interest balance first, and have the rest applied to the higher interest balance IAW regulations. Instead, the {$2300.00} was applied to the lower interest balance only and all payments since then have been also. Interest is now accruing against the cash advance balance and is calculated daily unlike other balances. XX/XX/XXXX - Realized the problem and called USAA to dispute. Spent 25 minutes on the USAA chat app with an rep that couldn't get past square 1 and kept repeating the payment application rules without realizing that I was tracking the basic rules just fine. I then spent over 40 minutes on the phone with a rep that finally figured out ( after not getting it for the first 30 minutes or so ) that it appeared there was a problem with the way the payments had been applied. He then told me that he was not empowered to fix the problem ( effectively ) and that I would have to wait for a callback from a supervisor on Monday. I was not happy about wasting so much time on a Sunday without a resolution, but agreed to a XXXX XXXX call back from a supervisor on Monday morning. XX/XX/XXXX : - XXXX XXXX call back time came and went - no call. - XXXX XXXX - I called back and started the process over in what ended up being a 56 minute call ( 56 minutes and 16 seconds to be exact ). I was eventually transferred to XXXX in the " Executive Resolutions '' department. XXXX also agreed ( after some back and forth ) that there appeared to be an issue. However, apparently there was some discord in the office about whether or not the payment allocations was compliant with law and regulation ( and USAA policy ). Again, after much back and forth and time on hold, I did not receive a resolution. I even asked how I could make an ADDITIONAL payment that would reduce my high interest balance ( after fulfilling the minimum payment rules ), but XXXX was unable to advise me on a method that would work. He told me they would file something with " the back office '' and that was that. Summary : I believe I am being charged interest inappropriately and not in accordance with regulations. If USAA is finding some loophole to make this application of payments work, they are clearly not recognizing the intent of the regulators that created the new rules. Also, if it's happening to me, it's obviously happening to a lot of other people. Unfortunately, not many of us have both the financial background I do ( XXXX XXXX, XXXX, XXXX, etc ), and the time to spend 2 - 3 hours on the phone and then time to write a complaint like this ( and still not have a resolution ). I believe this incident should be researched as potentially more than a one off event and that USAA should be warned and/or disciplined appropriately for not making the application of payments a more transparent ( and compliant ) process. Even if they are somehow finding a loophole that allows them to be technically compliant, USAA is clearly not being transparent enough for the average consumer of the financial products they sell.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92109
Submitted Via: Web
Date Sent: 2018-07-30
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-29
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: STATEMENT On or about XX/XX/XXXX, I used XXXX search to contact the XXXX, Nebraska County Treasurers Office to check on the current status on property taxes my wife and I own therein. I was connected with to the Treasurers Office but it was the section that dealt with automobile taxes. I returned to XXXX and added real estate to the search specifications and was connected to a official looking web site that requested the address of the property I was interested in obtaining information about, I entered the address and was informed there was a {$1.00} charge to obtain the information. The charge was not unusual, I had paid a small charge to download a property deed previously. I agreed to the charge and gave them my USAA XXXX card number. This is the only charge I agreed to. After about 2 or 3 minutes, which seemed too long to me, the site presented a summary of the information they obtained. It contained facts about the house- rooms, square footage, etc., some of which were wrong ( I have owned the property for 42 years ) but had no current information on the XX/XX/XXXX taxes due in XX/XX/XXXX. This made me suspicious. The site encouraged me to download more information, including a picture of the house, but I declined. the site then wanted to know if I wanted to view other property or be interested in investing in other property. Now I was sure this was not getting me the data I needed and I closed the site. Unfortunately, I did not think to record the site URL. I was suspicious enough to contact USAA a day later to check on my XXXX card charges but the {$1.00} charge I had agreed to was not posted. I regret I did not check again before I received my credit card billing showing a charge of {$1.00} made by XXXX on XX/XX/XXXX and also a charge of {$18.00} by the same the same entity on the same date. I complained to the credit card company, USAA-XXXX thru USAA Savings Bank, and they advised me to fill out a Transaction Dispute Form and mail it in. I did so on XX/XX/XXXX, I also filed Transaction Dispute Forms for XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. On XX/XX/XXXX I cancelled my XXXX card because of the inaction of USAA Savings Bank. The bank has mailed me a new card but I have refused to Activate it because the bank is carrying over the fraudulent charges of XXXX to the new card. I have recently received an e-mail from USAA Savings Bank that they are giving me Temporary Credit for the {$18.00} charge on my XX/XX/XXXX statement but warn that the problem is not yet resolved. I recently checked on the account and found that the posting of the latest {$18.00} charge the changed posting date from XX/XX/XXXX to XX/XX/XXXX so that it would be included in any new billing. Looks like the bank is aiding the fraudulent claimant.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-07-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-29
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: The following Bank allowed a family member to sign and obtain a loan with me as a cosigner. I did not approve nor have knowledge of this account nor would I have been able to qaulify for this loan. USAA allows consumers to get a loan over a cell phone and digitally sign without any other info being obtained. I have tried to fight this on my own with USAA but have been unsuccesful and after trying to find contact info as well I see that this is a regular occurance for USAA. They stick their customers with most FRAUD and tell them it is them and make them liable for fraudulent charges. THIS MUST STOP! You can not even get contact info a last name or a way to follow up with anyone, ever, at USAA this is the biggest scam ever!! My local banks would never treat me like this and USAA does it under the name of our service man. WHAT A JOKE!! USAA FED SVG BK - XXXX XXXX XX/XX/2018 from XXXX Other/misc. Banks XXXX XXXX XXXX XXXX, TX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MT
Zip: 597XX
Submitted Via: Web
Date Sent: 2018-07-29
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-28
Issue: Credit monitoring or identity theft protection services
Subissue: Billing dispute for services
Consumer Complaint: This has already been paid off they took it out of a CD I had and paid my credit card with it so I don't owe any balance for his and the USAA rep told me to dispute it so it can get taken off. Alert Date XX/XX/2017 Source XXXX Company USAA SAVINGS BANK Payment Status Over or At Credit Limit Status Date XX/XX/2017 Balance {$280.00} Balance Date N/A Address XXXX XXXX XXXX XXXX, TX XXXX Not sure what this is? Contact XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78640
Submitted Via: Web
Date Sent: 2018-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-28
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: In XX/XX/2017 I call USAA Saving Banks and requested to closed my checking account. I was told by a representative that I had pending charges and once they cleared they would send me a check in the mail for the remaining balance. I received the check and later cashed it. A few months later I received a notification that a late payment was reported to the credit bureau. I checked that notice and it was from USAA Saving Banks reporting that I owe them {$10.00}. They have been reporting me late for the last few months on an account that I closed in XX/XX/XXXX and received a refund from. I have enclosed a copy of that check in my dispute.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 770XX
Submitted Via: Web
Date Sent: 2018-07-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-28
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: On XX/XX/XXXX the following complaint was filed ... This XXXX XXXX account # XXXX is Paid-in-Full. The account is not " Open '' or in a " Payment Plan '' as it is completely paid. USAA has been asked to correct this inaccuracy. XXXX and XXXX have also been notified to correct the false information but have not. Company responded on XX/XX/XXXX. " In your submission, you indicate the XXXX XXXX XXXX XXXX ( XXXX ) account XXXX is paid in full and not open or in a payment plan. You indicate USAA, XXXX, and XXXX have not corrected this as requested. You ask USAA to report the account as paid and closed. In XX/XX/XXXX, USAA contracted a joint auto loan ending in XXXX for you and Mrs. XXXX. On XX/XX/XXXX, we received notification of a Chapter XXXX bankruptcy filing for you and XXXX XXXX. On XX/XX/XXXX, the loan was charged off for {$13000.00} in keeping with our procedures for debts in bankruptcy that have had no payments in 60 days. From XX/XX/XXXX, to XX/XX/XXXX, multiple payments totaling {$13000.00} posted to the loan, paying it off. '' My question is, " If the loan is paid off, why can USAA not report the loan as " paid '' and " closed ''? Why does USAA continue to obfuscate? The facts are plain to see, the loan is paid and should be reported as " paid '' and " closed ''.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-28
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: On XX/XX/2018 CFPB complaint # XXXX was filed. The complaint requested that USAA report account # XXXX as " paid '' and " closed ''. USAA responded to the complaint on XX/XX/2018 stating information that the loan ending in XXXX was " included in a ChapterXXXX/Discharge status '', yet a balance of {$160.00} was due. This can not be true as you can not Discharge a Chapter XXXX and still have an account balance. Something is wrong here. It appears that USAA is 1 ). Calling into question the competency of the Trustee and Bankruptcy Judge, and, 2 ). Wants payment of {$160.00}. I request further clarification from USAA to what it will take for them to report account # XXXX as " paid '' and " closed ''. In the response to the previous complaint USAA only obfuscates, going over the Chapter XXXX information, ( although their numbers and the numbers on the Chapter XXXX Disbursement Schedule do not match ), and blaming the CRAs for not reporting information correctly - even though the merchant tells the CRAs what to report. Ultimately, USAA does not address why they will not report the account as paid and closed. I have included as attachments the initial complaint, credit report, my Chapter XXXX Disbursement Schedule, and Chapter XXXX Discharge Letter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-27
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I applied for a USAA Secured Credit account approximately two months ago. After putting a certificate of deposit ( {$250.00} ) to serve as collateral, my account was approved. I have been using and making steady payments on the account up until now. This month 's statement balance was the first time I ever had paid an available balance in full. I made the available balance payment ( in multiple transactions ) two days early than my statement closing date. The payments I made posted a business day before my payment was actually due. USAA is refusing to apply the balance towards my credit limit ( restore my credit limit ) ; while the balance is applied towards my account, the use of my card is limited. USAA gave several reasons as to the case : 1. Payments were made with an external account and the credit card was too young - I have been a customer with USAA for over 3 years, and have used only this account to externally fund the approximately nine ( 9 ) diverse accounts I have with them. This external payment account is with Chase bank, and the routing number and account number have been given to USAA prior to opening the account. 2. USAA wants to be sure that they are getting the money - this is the most insulting thing I have ever heard from a bank, especially one of USAA 's caliber ; the card is secured against a deposit, which USAA can reclaim in any event my financial obligations are not met. 3. USAA stipulates that they have the right to increase, reduce, cancel or suspend any credit line - the lack of application of a paid amount to a credit line doesn't normally constitute a credit line reduction or suspension. It does however, indicate USAA 's purposeful neglect in adhering to the terms of its own agreement - where payments made will be credited to the account the same business day ( though this means the account, not the credit line, this does not mean to say that USAA can abuse this power ). At any rate, USAA should not abuse this clause. I have a hold of 7 days on the account for a 30 day billing cycle. Translated yearly, this equates to a nearly three ( 3 ) month loss of use every year. Further, I was so ecstatic about receiving a credit card from USAA that I increased the credit limit ( by increasing the CD amount ) by {$100.00}, making the total amount of secured credit offered to me at {$350.00}. This also received a payment hold. When I spoke to USAA credit card customer service, they informed me that credit line increase holds were defined in my credit card agreement ( a rather full version is found at XXXX XXXX XXXX XXXX XXXX XXXX ), but could not tell me specifically where such a stipulation or clause was present.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-27
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: On XX/XX/2018, USAA closed all of my banking and investment accounts- no reason was given. They also closed my wifes investment accounts and credit card. We have excellent credit scores and are shocked that this has happened. We are confused and feel that we have been taken advantage of.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AP
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-26
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 have been dealing with errors that intentionally continue being falsely reported by XXXX/USAA regarding my VA mortgage loan that has stated over 18 months ago. Yet, more intentional discrepancies continue with even XXXX stating that FEMA has filed incorrect information with regards to A Natural Distaster being reported, FICO points once again being taken from my credit reporting scores. This has been going on for over 18 months, has caused serious stress for not just myself, but as well my wife. As of this past week. I am once again finding myself dealing with more intentional malicious reporting by XXXX/USAA, now using FEMA as the excuse per taped phone calls by XXXX when I called into their customer service number. I have attempted to resolve this issue with the lastest manager, XXXX via email, phone, taped conversations between Mr. XXXX, myself and XXXX on a three way conference call. Mr. XXXX stated that XXXX is not being honest because they are going off of limited information, yet XXXX shows the same intentionally reporting incorrect information with regards to my VA mortgage loan over the past month. I have no other choice but to take my complaints further to resolve this serious matter and overwhelming stress this is causing me and my wife. XXXX/USAA also stated every time I have to seek a third party assistance with regards of serious attempts to have issues that have been going on over the past 18 months finally resolved with my VA mortgage loan ... A freeze is then put on my account. Retailation. That is also incorrect information as XXXX Credit Report file that is from XXXX over the past month-week shows that XXXX/USAA has someone once again intentionally going into their computer, making more intentional discrepancies with regards to my VA mortgage loan. I have attempted, now going on another week to have more issues resolved, working with XXXX/USAA on the phone, but told that XXXX is not accurate with their information. Yet XXXX/USAA are the only ones who can make changes within my credit reporting. Not FEMA as they blame for their errors I was also told on a taped phone call last week with XXXX that FEMA made changes with my credit report by reporting a Natural Disaster that occurred within the past week. I am now going to bring in all parties so this can finally be resolved in a serious matter with regards to now additional intentional discrepancies made by XXXX/USAA. XXXX does stick by their word with regards to the changes are being made by XXXX/USAA and soley, XXXX/USAA per taped phone conversation. They are as well sending me my file, copy of my full report via mail. I have, once again, attempted to work with XXXX/USAA with regards of the errors and as well the tremendous amount of stress this is causing me and my wife, a XXXX fighter. Our email will be as well filed along with the credit reporting bureau reports. I am once again, asking that my VA mortgage loan be corrected with all three credit bureaus. I am once again asking that now my FICO score be reinstated due to intentional discrepancies being reported by XXXX/USAA. I will not stop until this finally gets resolved. If this is happening to myself, with XXXX/USAA. It is most definitely happening to many other consumers that have a loan with USAA/XXXX. I have made a complaint this afternoon with the Federal Trade Commission, the state of Indiana Attorney General 's Office and FEMA. ****Per the latest XXXX representative, Manager, Mr. XXXX , I was told that XXXX has not reported anything with any of the three credit bureaus since XX/XX/2018. How then can XXXX, XXXX and XXXX show otherwise with the Natural Disaster, FICO points being taken away and more intentional reporting? It shows last reporting by XXXX from XXXX, incorrect information, FICO score points being taken falsely taken away as of XX/XX/2018? ****
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 470XX
Submitted Via: Web
Date Sent: 2018-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A