Date Received: 2017-12-29
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: Just tried to change from the Platinum Rewards card to the Cash Back Rewards card, and was also told it is " not possible. '' I told the customer service member that XXXX XXXX XXXX had already changed my cards in the past and she seemed to brush it off like it was n't their problem. When I tried to explain why I did n't want to cancel my card outright after applying to the new Cash Rewards card ( as many people have stated previously, he life of my credit is still short and canceling one of my oldest cards would negativity impact my score ), she acted like she did n't understand what I was talking about and that I would need to " take it up with the credit bureau. '' This obviously is not a solution, as a credit bureau ca n't do anything to force continuity of a line of credit. However, EVERY OTHER BANK willingly does this for it 's customers. This policy USAA has adopted to refuse to allow you to change cards blatantly takes advantage of their customers by forcing them to keep old accounts open, take unnecessary hits to their credit for applying for a new card, and intentionally damaging their customers credit scores in the likely ( and logical ) event the consumer wishes to close the old card ( multiple cards open for no reason is a liability ). There are numerous threads on USAAs forums from customers in my shoes, to which USAA continues to give " cookie cutter '' responses stating they " take our suggestions seriously '' and " will bring them up with management. '' The company continues to attempt to use the Card act of 2009 as a shield to deflect customer complaints, despite customers directly calling them out over the incorrect nature of their claims.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92128
Submitted Via: Web
Date Sent: 2017-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-27
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: I recently deposited a check to USAA from a relative in the amount of {$5000.00} on XXXX XXXX, XXXX. My relative contacted me today XXXX XXXX, XXXX and said the funds have left her account, which would mean USAA is in possession of the funds. This makes no sense why USAA would put my money on hold until XXXX XXXX, XXXX other than to go spend and invest that money or do other profitable banking practices. This is unfair and unreasonable and I 'm requesting that the CFPB please investigate USAA and these practices. I am requesting that USAA please communicate in writing only and not by phone. Furthermore, the same relative tried to deposit the funds before writing this check via bank wire and it was turned away by USAA, which I also do not understand. I am a XXXX citizen and this is causing me a lot of XXXX and XXXX. I do n't know why I must spend so many countless hours trying to get USAA to stop putting holds on my deposits and then the semantic answers I get from their customer service. See attached screen shots of deposit holds and screenshot from relatives checking account which shows that funds have cleared and that USAA is alienating me and is conducting unfair banking practices.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91360
Submitted Via: Web
Date Sent: 2017-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-26
Issue: Communication tactics
Subissue: Called before 8am or after 9pm
Consumer Complaint: Repeat calls No letters MA law 3 letters 2 from credit card then collections I never received any Calls same person 25 calls I changed my phone number that i had for 20 years
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 016XX
Submitted Via: Web
Date Sent: 2017-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-23
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Was not notified of investigation status or results
Consumer Complaint: I had car insurance with USAA from XX/XX/XXXX to XX/XX/XXXX and renewed on XX/XX/XXXX and cancelled on XX/XX/XXXX and my payment due date was the second of each month, so when I paid my XX/XX/XXXX and then cancelled on XX/XX/XXXX I received the unused portion as a refund and then in XX/XX/XXXX I received a bill on the credit card of USAA which I was informed to pay since the beginning which I did. I called as soon as I received the bill and was on the phone for over an hour and talked to 7 different people and I got 7 different answers and each month there after I was getting billed including late charges so I contacted the Insurance Commissioners office and they got in touch with USAA and was told I was paid in full and the Commissioners could n't do any more because I was making payments to their on Credit Card Bank ( USAA ), so I gave it to an attorney as USAA turned me to the Credit Bureau which has effected my Credit Score as well as My X wife 's credit. As of XX/XX/XXXX I received a letter from a collection agency which I told to my attorney who forward him all the proof that my Auto premium has been paid along with the letter from the Insurance Commissioner.
Company Response: Company believes the complaint is the result of a misunderstanding
State: GA
Zip: 315XX
Submitted Via: Web
Date Sent: 2018-01-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-21
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: I fell on financial harship they closed my account, then it was opened up again. Now they said I told them to close it and I got the behind payments caught up and tried XXXX time to get it open. Now, I am going through you guys to get my card opened back up again. Usaa has not been veteran friendly, if you fall on financial hardship. I told them what was going on numerous times and it still didnt help me out.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KS
Zip: 665XX
Submitted Via: Web
Date Sent: 2017-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-20
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: Credit card account from USAA has multiple charges that are not mine and were unauthorized. Charges were made by ex-spouse XXXX XXXX SSN XXXX. Ex-spouse was in XXXX and I was in the United States while these charges were made. I have tried multiple times to explain this USAA and to come to an understanding to resolve the issue. A resolution has not been met. USAA has reported this account as a charge off and continues to report negative derogatory every month for the past year damaging my credit score. I do not wish to establish any credit card account with USAA. Please see attachment regarding unsigned authorization to re-establish the account on my credit file.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-20
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: XX/XX/XXXX I electronically transferred {$3600.00} from my USAA Savings to my USAA checking account. The same day I called USAA bank and asked them to close both accounts and deactivate the Debit Card associated with the account. They said that I could not close the accounts because there were pending transactions and in order to close the account there needs to no activity for 24 hours. XX/XX/XXXX I log on to my USAA account and my checking account is not visible. I called USAA to close the accounts and notify them that I could not see it online. They told me that they could see both my accounts on their end and would close both account and issue me a check for {$1000.00}. I told them that I transferred {$3600.00} to the checking account yesterday and spoke with a representative. So the total disbursement should be {$4700.00}. After calling they restored my view of my checking account. I was told the checking account does not show an electronic deposit of the {$3600.00}. After she researched my accounts she saw the transfer was made from the savings to the checking account, but it USAA never made the deposit to my account. The representative had me on hold for about 40 mins and said she would call me back. She then called back 10 minutes later to tell me the IT department is researching it and there was nothing she could do. I explained that the funds are protected monies from Social Security XXXX and I wanted my money. USAA can not refuse to give me my monies. I requested to speak with a supervisor. I was transferred to XXXX employee ID XXXX, who explained to me that she exhausted all resources by calling her IT department and specialists and there is nothing she can do USAA is researching how they lost my money. I asked how long would it be for USAA to figure things out, she said if I did n't hear anything in 3-5 days call them back. I told her that this is a USAA issue, not a costumer issue. I wanted my money and USAA Lost protected social security money and I want my money. She told me if the representative had time she would call me back that they are an inbound call center and i could call back in 3-5 days if I liked. She kept relying me that I was speaking over her and not letting her explain or finish. In fact she kept saying our IT department is looking into this and I have seen this once in the year and a half I have worked here. She kept saying she exhausted all resources. and there was nothing she could do for me. She spent the time telling me her issues as a call center vs. hearing that I wanted my funds from USAA. When I deposit funds to USAA, i expect to have them available to me when I want. They money is mine and USAA lost my money, refuse to restore it, and refused to even follow up with me on the status of my lost Social Security Fund. This is a USAA issue not me as a customer. So now ... what do I do ... I asked to speak to her supervisor, XXXX said he was not available. HIs name Is XXXX XXXX but there is nothing he can do for me either. She said she is not allowed to give me his number. She was the supervisor and that no other supervisor could do anything to restore my social security money. I again asked since you did all you can do, how long will it take for USAA to resolve the matter. She again went into she is an in bound call center and if the representative had time she may call me back. But I can call back in 3-5 days if I wanted that was all she could do for me. I asked her several times to ensure I had the summary correct and that I heard her right. She said USAA ca n't just give me {$3600.00} its not that easy. I explained to her that USAA is n't giving me anything, its my money that USAA lost. Conversation was going no where so I asked again to ensure I documented her attempts to help me. She exhausted all options by calling her help center, web support and IT experts. They will look into it and work with the representative and annotate the account. IF the rep has time she will call me. If i do n't hear anything in 3-5 days then I can call back. I asked how to I pay my bills and eat in the mean time again this is Social Security Money for a XXXX XXXX. She again repeated the aforementioned. She said she did me a favor by having the rep call me back so i would n't have to hold for an hour and 45 minutes vs the 40 mins I was already on hold. So now I am out my Social Security funds. No one will help me and USAA treated me like dirt. When they lost my money and refused to even call me back because the representatives are busy. So USAA does not have time for customers when USAA lost their money. This is not fair, how can a back just steal your money and say oh well call us back in 3-5 days. I should not have to wait for them to find my money. I should be able to access it whenever I want. This is a big institution who is abusing XXXX XXXX. Attachment 1. Transfer of {$3600.00} from account XXXX to XXXX 2. Deposit never posted to account XXXX with balance of only {$1000.00}
Company Response: Company believes complaint is the result of an isolated error
State: VA
Zip: 22079
Submitted Via: Web
Date Sent: 2017-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-19
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I used my USAA account both checking and savings cards to withdraw money at XXXX XXXX Bank. I was able to withdraw {$600.00} from my checking account. I attempted to withdraw XXXX from savings using a separate card from USAA at the same XXXX atm minutes apart. I could hear the ATM machine counting the cash for the savings withdrawal, the ATM never dispensed the cash from the savings. The ATM machine screen said oops we 've experienced technical difficulties unable 2 complete your transaction. Nonetheless {$500.00} was debited from my savings account that I never received. I filed a complaint with USAA and they said XXXX looked at the video and I took cash. I never received cash from the savings withdrawal. There should have been two desperate withdrawals of cash not one. I feel I have been robbed {$500.00}. Neither USAA or XXXX will help me. I 've been robbed of {$500.00}. All they have to do is look at the video and see I only took cash from my first withdrawl from my checking account. No money was dispensed from the savings account which used a separate card from the checking. {$500.00} disappeared electronically Into Thin Air. Please help me deal with these banking corporations who have robbed from me and refused to look into the problem and correct it. USAA says it 's XXXX XXXX problem and XXXX XXXX says it 's USAA. Again please help they robbed me at Christmas time and I do n't know what else to do.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92336
Submitted Via: Web
Date Sent: 2017-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-18
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I applied online for a new mortgage. I was rejected online. I called USAA Which Said my median Credit score was below 620. I asked why use the median score rather than the average. The financial institution says it is ok. I argued it is mathematically and statistically wrong to use the median of three numbers. It just has no scientific basis. It is actually laughable that a financial institution would use a useless statistic to reject my application. No where in mathematics will you find that a median of three numbers has any significance.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 02127
Submitted Via: Web
Date Sent: 2017-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: USAA FSB is reporting a charge off on my credit report even though it was not charged off. I have been current and have not missed a payment. I have tried for years to get this fixed and it seems nobody can help nor do they know what they are doing.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89135
Submitted Via: Web
Date Sent: 2017-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A