Date Received: 2018-03-13
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I have a checking account with USAA. In XXXX, 2017, I signed up for a internet service called XXXX XXXX XXXX XXXX. The service did not live up to it's claims so I cancelled it three weeks later. In XXXX USAA processed a payment for XXXX XXXX that I did not authorize. I told them this in multiple phone calls and I filed a fraud dispute against XXXX XXXX. Today USAA sent me an e-mail saying my fraud claim was denied and they were siding with the company and reversing my credit of {$130.00}. USAA sides with companies against consumers. I find it almost impossible to cancel payments or reverse payments that were not authorized with them.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 294XX
Submitted Via: Web
Date Sent: 2018-03-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-12
Issue: Fees or interest
Subissue: Unexpected increase in interest rate
Consumer Complaint: USAA increased the interest in XX/XX/2018 on a closed credit card account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WY
Zip: 82009
Submitted Via: Web
Date Sent: 2018-03-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-10
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: On XX/XX/XXXX, USAA approved a debt management proposal for my account. Since that date, all payments required by the agreement have been made monthly. I received a letter dated XX/XX/XXXX indicating that the account had been assigned to a 3rd-party collection agency. Based on the accepted agreement and payments this assignment is incorrect. The debt management agency has contacted USAA on multiple occasions to have this error corrected, but USAA has not taken any action. USAA is currently reporting a " Charged off '' status on mine and my spouse 's credit report.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AK
Zip: 995XX
Submitted Via: Web
Date Sent: 2018-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-08
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: Both my twin sister, father and I applied for membership for USAA based on my father 's XXXX XXXX, eligibility that my XXXX is a military vet with an honorable discharge. My account and identity was verified and i was able to establish a member number but Im not able to do anything else and I have sent in my father 's XXXX as requested.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 323XX
Submitted Via: Web
Date Sent: 2018-03-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-08
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: I applied for membership for USAA based on the eligibility that my father is a military vet with an honorable discharge. I have been met with excuse and hurdle after hurdle, with no one being able to tell me what is wrong with my account and why I can not access Usaa.com. I keep being told my account is restricted and i went through a rigorous verification process, being asked over ten questions. I was able to successfully verify my identity but still my account is restricted and they can not tell me why.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-03-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-08
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: I applied for membership so that i can open an account. However, I could not advance past the initial application. I called the bank and they told me I had to verify my identity by asking me questions pertaining to my consumer report. I answered the questions successfully. Then I was placed on hold abruptly. The lady rep came back to the line and told me she had to transfer me to someone else so that the questions could reset. I asked why did i have to verify again and she said the system was having issues. She placed me on hold again then told me to call back so I could get another rep. I asked her why and told her it sounded a big fishy. She said she couldnt assist and the new rep would ask additional questions. After waiting on hold, the line disconnected. XXXX my XXXX daughters are having issues as well trying to access USAA based off my military affiliation. We attached a chat transcript of how we were just rudely disconnected while trying to gain information.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 323XX
Submitted Via: Web
Date Sent: 2018-03-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-08
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I had a checking account with USAA and insurance. I had trouble paying my insurance, but when I tried to handle the situation I was dismissed from the company due to Bank fraud from XX/XX/XXXX. I had been with USAA and paying my insurance and all, but never contacted or emailed or even mailed a letter on bank fraud ever happening to my account. I tried to speak with customer service and fraud prevention as well. I was always passed around and put on hold for hours. I was told to contact the company in three days. I never could get any information on the bank fraud and why I was dismissed from insurance and USAA altogether. This year XX/XX/XXXX, I received two XXXX in the mail from USAA, and I found out that they are claiming I have received funds from them in the amount of {$980.00} and {$1900.00}. They also checked on the form I was personally liable for the debt and I had no clue I had any debt with the company. The only information the bak can tell me is that the fraud was done in XX/XX/XXXX. I did not find out about the fraud until XX/XX/XXXX, when trying to figure out what happened to my insurance claim and why I was dismissed from continuing business with the company. I am filing this complaint because this was not handled properly or even investigated by the bank.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28352
Submitted Via: Web
Date Sent: 2018-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-07
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I have disputed a transaction from XXXX XXXX in the amount of {$320.00}. I did not authorize them to take this from my account. I have gotten my money back for this same type of problem that usaa put back from a business taking it out when I didn't give them permission to. But nobody from usaa will help me get my money back. And i keep getting told different stories from different people at usaa.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 368XX
Submitted Via: Web
Date Sent: 2018-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-07
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: USAA has failed/refused to report my credit card balance which was paid down to approximately {$780.00} 30 days ago. A rapid re-score company has also contacted USAA about getting the updated balance but USAA has declined to provide a response regarding the large payment I made approximately 30 days ago. While the correct balance is reflected on USAA.com ( see attached ) it has not been reported to the credit reporting bureaus which still show it as {$2200.00}. I feel this is done intentionally as USAA has been contacted to do an update by the rapid re-score firm twice.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94523
Submitted Via: Web
Date Sent: 2018-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-07
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: I have been getting relentless phone calls over the past month. There are too many calls to list. I would miss anywhere from 2-4 calls almost every single day. These calls were mostly made while I was at work. I spoke with a member I believe on theXX/XX/XXXX I explained my situation and why I was unable to make a payment at this time. I was pressed and pressed for more and more information and to why I have not made a payment. The call was not only invasive, it was disrespectful. She informed me that I would not receive any calls for 3 to 4 days. I received multiple calls the very next day. It was the same thing. Nothing I said was accepted and they kept pressing. I asked them to stop calling. The calls have yet to cease. The have harassed me every single day of the week multiple times a day.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: ID
Zip: 83501
Submitted Via: Web
Date Sent: 2018-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A