Date Received: 2018-03-19
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: I am writing because of situation with USAA Savings Bank. Last week, the week of XX/XX/2018, I noticed a {$35.00} annual fee for my secured credit card. I had a {$250.00} CD secured account for which I had a credit card with. I had never noticed a fee before and called and talked to a male customer service rep. I inquired about the fee and told him I had never noticed it before and he said it was always charged. I went back to the year prior in XXXX and couldn't find it but he said it was there and I then located in what I think was XXXX. I asked how come the bank was hold my money and charging me a fee and I didn't think it was fair. I said I was half tempted to close my account ... he was all for that. I said so if I close my account I will have my {$35.00} refunded and he said no so I said forget it, I would wait a year. He verbally acknowledged this and when were done my credit card and secured CD account were intact. This week I receive a letter saying my account had been closed. I called 2 different people and talked to a couple, and had a chat with one. The end result was : Inbox | USAA I attempted to contact you by phone at ( XXXX ) XXXX to discuss your closed secured credit card from your earlier chat. However, I was unsuccessful and left you a voicemail. I do want to greatly apologize for the closure of your secured card as I understand that you changed your mind about closing the card because of the annual fee. I do regret that once the account is closed, we are unable to reopen the account or credit back the {$35.00} annual fee that was assessed. Please know that I have certainly provided feedback on this action that was taken on your account. XXXX XXXX, again, I can not apologize enough for the closure that happened on your account. If you have any questions, please respond to this message or contact us at ( XXXX ) XXXX, by using our mobile shortcut # XXXX, or ( XXXX ) XXXX. I am committed to providing you with best in class service. I understand this matter has taken longer than you would have liked ; however, I hope my actions and dedication for a resolution have regained your trust. Thank you, XXXX XXXX USAA USAA means United Services Automobile Association and its affiliates. The rates I disclose to you are Annual Percentage Rates. I responded : Inbox | USAA Regained my trust? You close my credit card, take my money that was for the secured account and put it to pay my credit card bill without my permission. I am so livid. I don't care if you open an new account with a new credit card number but you all need to make this right. I was told that it was because the person I had been talking to had already filled out the paperwork to close the account. I would like a copy of that phone conversation please. He wasnt like most USAA employees and was abrupt and not helpful. I feel he closed the account because of spite. How could he fill out the paperwork and submit it in a conversation that must have lasted at most 5 minutes and at which time he repeated back that the account was still intact. I think the problem may have been with him but no matter what the audio tape of our conversation could prove that I am right. You used my money without my permission. Please resolve this as my next step is to file a complaint with the following : Complaint Instructions. Montana. Regulator : Division of Banking and Financial Institutions Address : XXXX XXXX XXXX, XXXX XXXX, XXXX, MT XXXX. Phone : ( XXXX ) XXXX. Website : http : //www.banking.mt.gov/default.mcpx Complaint Instructions Which USAA responded : Inbox | USAA We received your response. I do apologize, but when a secured CD account is closed, funds are automatically applied to clear any balance with the linked secured credit card account. I can certainly understand your frustration, but as previously mentioned, no further action can be taken as the account has already been closed. Unfortunately, we are unable to provide you with a copy of the previous phone conversation. However, coaching feedback was provided through our previous correspondence to be addressed with the proper area. I am sorry for any inconvenience this matter has caused for you. Thank you, XXXX XXXX USAA My question is how come my account was closed, credit card paid off and the bank who wasn't given permission to do so can just not fix it. I would like my card back and the XXXX put back in my account and if not that then refund me my annual fee. This person who did this was kind of hostile and rude and I truly believe it was done on purpose and that USAA should fix this situation. My name is XXXX XXXX XXXX XXXX XXXX XXXX, MT XXXX XXXX Account Summary Account Number XXXX
Company Response: Company believes complaint is the result of an isolated error
State: MT
Zip: 59101
Submitted Via: Web
Date Sent: 2018-03-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-19
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: Around XX/XX/XXXX, I reopened my USAA checking and savings accounts. During this time, I was searching for a personal loan due to being in the final stages of building a home. By XX/XX/XXXX, I ended up applying to a lending company that asked a few questions I felt were about personal information, but I applied anyway and soon after that I started to notice suspicious activity occurring on my account and an unknown external account, which I never authorized to be attached to me account. I notified USAA as soon as I found out about this on several occasions and asked to have the account detached from my profile and the money returned to wherever it came from. I was told that the account belonged to XXXX XXXX when I spoke to one of the representatives and I explained to her that have never owned an account with XXXX XXXX. In XX/XX/XXXX, when deactivated the debit card attached to the account, I started receiving threating text messages and phone calls from someone regarding the money and this account. Immediately, I went and filed a police report at my local department. Shortly after, I received correspondence from USAA stating that they were no longer going to do business with me due to the suspicious activity on my account and although I made numerous calls before and after these letters, I had been given the run around and routed through several departments to be told that my calls were not recorded or there was nothing that could be done about the situation. In XX/XX/XXXX, I received two letters stating that USAA was able to garnish my Federal Income Taxes and my Military Pay. I dont know how this has been able to happen because I havent heard from this company since XX/XX/XXXX. I was a victim of fraud and I can not afford to have over {$6000.00} taken from me when I didnt paly any part in this situation and I notified this bank on numerous occasions to try to stop this from occurring. Can you please help me?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 79938
Submitted Via: Web
Date Sent: 2018-03-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-19
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: OnXX/XX/XXXX, USAA Savings Bank deactivated/suspended two of my checking accounts and referred both accounts to their Financial Crime Unit ( Fraud Department ), and when I contacted USAA on XX/XX/XXXX, the bank representative told me that my accounts are under investigation for fraudulent activities by the financial crime unit. I have been a customer at USAA bank for six years and have a direct deposit account. Because my accounts are freezed, I'm having hard time using my funds.
Company Response: Company believes complaint is the result of an isolated error
State: LA
Zip: 708XX
Submitted Via: Web
Date Sent: 2018-03-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-19
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I have a USAA XXXX account that has been setup to auto pay the balance due in full for many years. They always take whatever amount they want when they want it. I have zero control over this process after it is setup. They take whatever this amount is in a reliable fashion. However, on at least two occasions in the past 6 months, and possibly more, they have charged me " interest on purchases '' - which as the balance should be XXXX at the time should also be XXXX. I have complained and after multiple attempts it was corrected the first time. I have complained again but since millions and millions of customers could also be affected I have told them to look for customers like me in their system and credit all of us the money we are due this time around.
Company Response: Company believes complaint is the result of an isolated error
State: MS
Zip: 39110
Submitted Via: Web
Date Sent: 2018-03-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-17
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Re : USAA XXXX Account # XXXX Credit Limit {$8500.00} Account Holder : XXXX XXXX XXXX TO USAA Federal Savings Bank XXXX XXXX XXXX XXXX {$9900.00} I do not agree that my XXXX XXXX XXXX was ever as high as {$9900.00} and am certain if I had ever charged over my {$8500.00} credit limit, USAA would have notified me and I have no records of them doing that.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-03-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-16
Issue: Other transaction problem
Subissue:
Consumer Complaint: Date : XX/XX/2018 Amount : {$1000.00} Contacted my bank USAA Savings bank to stop wire transfer 10-15minutes after transaction and also visited XXXX XXXX XXXX branch to also stop payment, no one could help me, BOTH only advise me to contact person who the wire transfer was sent to which was my Old landlord in XXXX which we didn't end terms amicable and now i live in XXXX. I did however send landlord e-mail requesting money back. Final Word on the both banks mentioned here was that money was already posted and couldn't get it back. Below is what happen : I wanted to transfer money from MY checking account to My savings account within same bank BUT Money got transfer UNINTENTIONALLY from my savings account to another bank Institution which we had business with in the past " old landlord bank account ''
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 10463
Submitted Via: Web
Date Sent: 2018-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-15
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Around XXXX of XXXX a home equity loan was taken out in my name by my now ex-wife for her business. I became aware of the loan in XXXX when the loan should have been paid off but was in default. I received a call from USAA stating that the loan was in default and I needed to make payment arrangements. I told my ( then ) wife about it and she said that she told me about it ( which she didn't, she told me of another loan taken out for the same amount through XXXX XXXX ). She was able to set up payments. Fast forward to XXXX ( we divorced in XXXX ), I went to the courthouse to file paperwork and it was suggested that I check to see if there was any information on my home. I uncovered falsified documents, signatures ( notarized ), and information regarding the loan. I have contacted USAA several times over the past few years and since then my ex wife stopped paying on the loan. I have been paying the loan myself to keep my name clear with USAA but they have done nothing to date. I have evidence that completely puts USAA at fault for somehow letting this loan go through.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77385
Submitted Via: Web
Date Sent: 2018-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-15
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I opened an XXXX XXXX XXXX XXXX Credit Card to pay off a USAA XXXX XXXX card. XXXX sent a check to XXXX XXXX with my account number on the check. The check cleared XX/XX/2018. USAA continues to claim they have not received the check. The USAA XXXX XXXX even shows no balance on my credit report but USAA still claims they don't have it and continue charging me interest!!! I have called on multiple occasions for weeks. I tried to send them a copy of the check, they finally ( a week later ) gave me a fax number to fax the cleared check ( fax went through fine ) but when I call, no one has seen the fax or the cleared check. The customer service people keep saying it is not their problem, the check never got to them. They even told me there are notes on the account that XXXX cashed it, not them, when it says both XXXX on the cleared check AND XXXX XXXX and XXXX and XXXX. XXXX are the same thing ( a quick XXXX search told me that ). They told me to have the other bank look into it, I told them did, they sent me the check so YOU could track it. Now, they claim once again they are looking into it. Meanwhile, they continue to charge me interest so I am carrying two {$10000.00} credit cards. Please help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 970XX
Submitted Via: Web
Date Sent: 2018-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-14
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I had an account with USAA about 6 years ago, there was a deposit made by the XXXX XX/XX/2018 to that closed account. I called to recieve funds from the closed account, and USAA decided to mail the check to an address i no longer reside. When i asked USAA to stop payment on the check they told me i have to wait 90 days from today XX/XX/2018 in order for them to stop payment, then they would send the new check to my current address. I asked to speak to a representative, and i was told i wouldnt hear anything back until a couple days.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28311
Submitted Via: Web
Date Sent: 2018-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-13
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: My account was under review the XX/XX/XXXX for quite some time. I had no access to anything. My wife was stuck without any money for a long period of time. I am currently training on my way to XXXX. So this caused a huge problem. The open my account. So i could have full access then later I did not. They opened then it would close again. Then on XX/XX/XXXX I was told that my accounts will be closed. I received no reasoning why or warning.I have not done anything but be patient with my bank. This has come at the worst time ever.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 330XX
Submitted Via: Web
Date Sent: 2018-03-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A