Date Received: 2017-10-19
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I recently purchased a home and shopped around for home insurance quotes. I eventually spoke to USAA and had a long conversation with a representative that quoted me a great price on home owners insurance if i bundled other products together. After a very lengthy conversation, I agreed to sign up for home owners insurance, auto insurance, a small personal value insurance and finally a savings account. While setting up the account, i expressed concerns about the lack of " brick and mortar '' establishments and I was told that i could do everything online or over the phone. I accepted and agreed to them creating the account. At no point whatsoever was there any discussion about identity verification. This occurred approximately XXXX XXXX. About a month after opening the account, USAA solicited me for a credit card account via email. Up to this point, I was happy with their product so I applied. After applying, I received an email asking for a front and back copy of my SSN ( social security number ) card. I called and explained that I was uncomfortable with this as i have had ID theft issues in the past. I was told they could not extend the credit without it and I was fine with that. The letter had a 10 day deadline so I asked what would happen then and was told they would close the application. Roughly 2 weeks after the above contact, I tried to login to my online banking and was locked out. I called USAA and was automatically transferred to the security department. I attempted to get my account unlocked and was told they would not do so unless I gave them a copy of my SSN card. They stated that they were required to do so by the US Government due to the patriot act. I asked where in the patriot act this was addressed and they refused to answer. I explained that locking access to my account not only blocked my ability to use my savings, but also all of my other products. I also advised them that they were accepting money from me for my auto insurance and my home insurance was prepaid for a year, yet i could not use them. I was repeatedly told it was due to the privacy act and no matter how many times i asked, I was not allowed to speak to another department. After countless hours, I gave up. Shortly after the above contact, I need to rent a trailer to transport a large purchase home. While my wife and kids were waiting in the car, I started the paperwork and was asked for my insurance information. I could not get it online, so I called USAA. I was again routed to the same department and they refused to give me any information until I supplied them my SSN card. I advised that I already paid for the service and they effectively were holding me XXXX. After [ literally ] hours on the phone I gave up and called back to establish new insurance. I spoke to a new gentlemen whom ; after hearing about my circumstance, placed me on hold. After another lengthy hold, he came back and gave me my member number and said thats all he could get. I asked if this was my insurance number and he said close enough. At this point, my children were very upset and i had reached what I thought was my maximum frustration level. I called back at a later date to talk to USAA and once again my call was directly intercepted and passed to the security team. I explained to a representative the circumstances and they promised to try to help. unfortunately, I had a call that I had to take and asked for a call back number to finish our conversation. I was supplied a direct number and told that this typically does not occur. I called the number back at a later time that day and discovered that it was not a direct number, but a local number to their call center. The person that called asked if it was an emergency after I asked to speak to the representative and I explained that it was a business call. I was placed on hold and the line disconnected. I called back and another person answered and was very rude. She advised me that i was not allowed to call this number and that she could refer the call to the police. I advised her that I would have no problem with that as I would love a written police report detailing as such and she backed off of her threat. I was finally transferred to the original representative and explained that I was very upset at how that call progressed. She apologized and told me that even though she should n't she would unlock my account. I thought this was the end of this. For months, I was able to use my account and I had not issues. Randomly, about 1.5 months ago my account accessed was once again locked out. I also got a letter that stated that my auto insurance was delinquent and that I had to make a payment immediately or it would be cancelled. I was confused as this account was setup for auto billing and there was plenty of money in my account. I called to try and figure this out and was again transferred to the security team. Once again, I was told that I was required to supply my SSN card or I could not access my account or even speak to the insurance department due to the patriot act. I told them my concerns as well as the fact that I read the patriot act and there was no reference to insurance providers. I explained that I was taking a road with my wife and children and wanted to insure that I was covered. I was told to supply the SSN or nothing would occur. This was one of many conversations that I devoted hours towards. I was never able to confirm if I had insurance and had to go on a road trip with my wife ( and young children ) with this uncertainty hanging over me. Upon return from my trip, I again started to reach a resolution with USAA. I called and was finally given a number to the " office of the president/CEO '' and was told they could help. I called over there and spoke to someone that stated they needed to transfer me. I asked that they did not transfer me as I keep reaching the same department and they wont help. I was transferred anyway and sent back to the security team. the security team transferred me to another department. These calls and transfers occurred over a 30 minute period. After my final transfer, I asked if the call was being recorded and was told yes. i advised that i lived in NH and this was a dual party consent state and that this was an issue. There was no response to this complaint either. Over the next week, I probably invested over 10 hours into this issue. I continued to call back and escalated a call to a supervisor named XXXX. I explained the situation and XXXX kept referring to policies and refused to answer. He kept being coy with his answers and refused to try and assist. He would repeat himself over and over even if the response had nothing to do with my question. I repeatedly asked him to stop and he refused. This was the most abusive call i have ever had to deal with in a professional capacity. I asked for his manager and he told me his job was to take the call and not pass it no matter what. He also told me that no one higher than him would speak to me but deferred to other departments when i explained my issue. I told him that if i was given information up front about this false and deceptive policy, I would never have moved my account over. I also told him this issue never occurred until i responded to an unsolicited email asking for a credit card application and that this is not due to policy as my wife is on the account and has not been locked out. Finally after about three hours I advised him that i was recording the call and that I was going to file a compliant. His attitude changed [ slightly ] and he said he would escalate this for a call back from a manager and that I should hear from them in a week. That call never occurred. I also think that USAA/XXXX decided to retaliate for my complaint calls as the lone thing that actually worked on my account was my ATM card. I took my kids to the fair and attempted to withdrawal money only to be met with an " ineligible account '' error. This caused me to have to use another account ( multiple times due to the small ATM limit ) that does not have ATM fee forgiveness. So after all of the above, they also caused me to incur undue fees. The reason that I say this is retaliatory, is that my wife 's account ( that i established at her request and who has never supplied ID documents ) account is still active. I also plan to file this same compliant for each individual product as this is not isolated to just my savings account.
Company Response: Company believes complaint is the result of an isolated error
State: NH
Zip: 030XX
Submitted Via: Web
Date Sent: 2017-10-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-19
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: USAA is my bank I had used a customer service representative to transfer XXXX dollars from my checking account to my XXXX account to increase my secure credit card line of credit. The representive transfer out of my account XXXX yet the bank does not know where the money is. It was never transferred to any of my accounts and is no longer in my account. Im XXXX XXXX XXXX and was leaving for a crusisevwith my daughter. I could not go cause the bank lost my money and did not find it after I begged and explained this was a once in a lifetime trip. I lost my money that I paid for the cruise cause I couldnt make the trip without money to travel. Im heartbroken the bank refused to give me back my money.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 31088
Submitted Via: Web
Date Sent: 2017-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-18
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I made a wire transfer into my saving ( XXXX ) account, and checking ( XXXX ) account on XXXX/XXXX/XXXX. I recieved an inbox Alert that notified me the funds were recieved ( XXXX/XXXX/XXXX ), in both accounts.The transfer was from the ACH CENTER located in XXXX, WV. This transfer came from XXXX XXXX XXXX XXXX, which transfers are immediate and are irreversible once sent. My account was closed because of this transaction, and there was never any record on either account about transfer. I have a print out from USAA BANK on XXXX/XXXX/XXXX which states : That Funds Were on Hold Are now Available in both accounts. I would like an investigation into the Fraud Banking Activitys of this Banking Institution ( USAA ). I also request that the Secret Service be Alerted as well for a complete forensic audit. Thank each and everyone of you who diligently work tiredlessly for the true people of America, We the People! I truly appreciate the time you have taken to both read and respond to this request/complaint. Thanking you in Avance, Most Sincerely, Peaceful Inhabitant-Standing in the Light. May God Bless America, and His People ...
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60443
Submitted Via: Web
Date Sent: 2017-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-17
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: Attempted to close USAA Federal Savings Bank savings account on Saturday, XXXX XXXX and Monday, XXXX XXXX XXXX. Both times USAA refused unless I allowed it to send a coded text to a cell phone. I do not take such texts. USAA refuses to close the account no matter how much it verifies my identity. After hanging up the phone today, USAA then changed the security codes on my account, making it very difficult to log in to the account as retaliation, and removed the ability to log on with a pin, which I had up until that phone call ended. Company initial response : XXXX XXXX, our records indicate that you spoke with representatives on XXXX XXXX, XXXX XXXX, and XXXX XXXX, XXXX, to close your savings account ending in XXXX. Each time you were not receptive to the verification process and your account could not be closed. On XXXX XXXX, XXXX, the representative facilitated the transfer of your initial deposit of {$5000.00} back to your external account. On XXXX XXXX, XXXX, you initiated a chat session with a representative and requested to close your account. The representative advised you that due to the {$0.00} interest accrued in the account, it would have to be closed by phone. On XXXX XXXX, XXXX, you called and spoke with a representative who closed your account as they were able to complete the verification process, read disclosures, and send you a check for the interest in the account. Safeguarding the security of our members information is critical to our business. We actively monitor accounts and have processes in place to protect the privacy of member information and to help guard against potential identity theft or fraud. Thank you for speaking with XXXX XXXX, of our staff, who explained that the restrictions placed on your account were not placed in retaliation for your request to close your account. She determined that on XXXX XXXX, XXXX, you refused to authenticate when you called in, which triggered an alert to verify account activity. Your profile was restricted until the activity could be validated. Please note, the same day the activity was validated and all restrictions were removed. The FSB acts in accordance with all banking regulations, as well as our core values of service, loyalty, honesty, and integrity. Any allegations of retaliation are unfounded. If you have any additional questions, XXXX XXXX remains available to assist you. We appreciate the opportunity to review your concerns and respond to you. My complaint in regard to that is : Lies, lies, lies. Each time I called I was authenticated at the " high-risk plus '' level, and answered questions on my driver 's license, date of commission, and other to be so validated. In each case, I was refused to close the account because I was told that the {$0.00} interest could NOT be sent unless I received a code on my telephone. On XXXX XXXX, XXXX, I was able to close the account and was told specifically that each time I called, I could have been closed. I was promised multiple calls back that did not occur. My email was changed on my account without my knowledge or consent in retaliation after one call I made to the bank. Interestingly, XXXX XXXX XXXX admitted on XXXX/XXXX/XXXX that I could have had my account closed at any time because certain employees could do it as a discretionary act, but they would do so, as the employee did on XXXX XXXX, only for " excruciating circumstances. '' I asked XXXX XXXX to explain that, and her only explanation of the term is that it occurs when reaching an appropriate employee - an asinine explanation if I ever heard one. She also noted that it occurred only in " dire circumstances '', which she could not explain. She also could not explain what was " dire '' about my call on the XXXX as compared to the other calls prior to that. XXXX XXXX admitted that until the call on the XXXX, I could not close my account without receiving a text on my phone, and admitted that this requirement could not be found in the deposit agreement with USAA FSB ; USAA just made it up. As XXXX XXXX previously admitted, USAA employees could - and did, on the XXXX - close the account without such a code being sent. Perhaps USAA could release the transcript of the call relevant to the identification confirmation portion of each call and explain why I was asked several times - by a different department that does this special authentication -about my drivers license and date of commissioning, as well as previous email addresses if not to be properly authenticated.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 210XX
Submitted Via: Web
Date Sent: 2017-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-16
Issue: Trouble using your card
Subissue: Credit card company won't increase or decrease your credit limit
Consumer Complaint: I called USAA to initiate a deposit to my secured credit card account. After spending 15 minutes on hold, I was greeted by a representative who did n't seem to understand my request and said she did n't see any active credit cards. She then stated she could locate the account, but did n't think that I could make such a request. However, she said she would get me to the appropriate department to assist. I was then dropped back into the queue and made to verify my information for a second time. This representative was pleasant, but said she could n't assist with my request due to " system '' reasons. She advised she would get me over to the Executive Office. I was greeted by a representative who asked how he could help me. I restated my request for the 3rd time, and then was hung up on!!! This was a very terrible customer service experience. I 'm trying to rebuild my credit after filing bankruptcy, and a simple request to initiate a deposit to my CD account to increase my credit limit seemed to cause a lot of confusion.
Company Response: Company believes complaint is the result of an isolated error
State: VA
Zip: 23228
Submitted Via: Web
Date Sent: 2017-10-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-15
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 once again unsuccessfully been able to have my payments show posted on all three credit bureaus with USAA/Nationstar after over 300 hours on the phone, with phone records I have kept and now two complaints to have payments posted as reflect with bank statement showing date on all checks cashed by USAA/XXXX as of XXXX XXXX for my XXXX loan. I have also asked for my FICA score to be reversed due to USAA/XXXX not submitting payments made since XXXX XXXX after cashing checks with my XXXX loan. Which has also negatively affected my credit score. I am now asking for this important matter to be reopened due to printing out all three credit bureau reports as of yesterday showing payments still not being shown as made and credit score reversed. Sincerely, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 470XX
Submitted Via: Web
Date Sent: 2017-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-14
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: In XX/XX/XXXX USAA restricted my online account access and ability to manually pay my auto loan online. At the end of XX/XX/XXXX USAA also restricted and froze my USAA checking account which the auto loan was setup to auto debit every month, cancelling the auto pay which I had signed up for and agreed to during loan origination. As of XX/XX/XXXX I have not had access to any current or previous statements in regards to my auto loan due to this restriction by USAA.Since XX/XX/XXXX I have made repeated requests verbally and in writing to dozens of USAA agents to have my auto loan statements physically mailed to me. Despite being told by almost every USAA agent I have spoken to that they would have them sent to me, I have yet to receive a single correct or accurate statement prior to the loan due date. I have been charged late fees, and additional interest due to their refusal to provide billing statements. I have made multiple complaints via the CFPB since XX/XX/XXXX requesting these my statements which have all gone unanswered. On XX/XX/XXXX I called in to setup up auto payment for my auto loan via another banking institution to prevent any form of late payment or default. However, at that time USAA refused to accept payments from any of my associated external banking accounts. The agent I spoke to informed me he was unsure what to do as the account was set to only send statements online as agreed in the loan origination. I was then forwarded to the collections department where I spoke to a gentleman named XXXX. He informed me the account was seriously past due and my account was still set to receive statements online which USAA restricts me from accessing. By this point I still have not received a loan statement or bill. Regardless I still attempted to set up auto payment which XXXX informed me he could not do since the account was past due. He informed me he would send out correspondence I 'd have to fill out, sign and mail back in order to set up an automatic payment with an external bank account. As of XX/XX/XXXX I have still yet to receive this documentation. After a few hours on the phone I was able to finally pay my auto loan via my XXXX XXXX Card ( Authorization code XXXX ). I was expecting to start receiving statements after this, which I did not. However, I continued receiving automated phone calls every morning from USAA stating my account was past due, despite having just paid the loan and never having received statements. In XX/XX/XXXX I finally received a statement which showed a balance of over {$1200.00} overdue with several late fees assessed. This billing statement neglected to show my payment from the XX/XX/XXXX or my payment of {$1200.00} from XX/XX/XXXX. Despite, having made close to {$2000.00} in payments over the last few months while never receiving statements or receipts of payments made my auto loan is still past due according to the automated calls from USAA I am still receiving. Consumer Protection laws requires banks to provide billing statements in time for consumers to actually make payments prior to the due date. On XX/XX/XXXX when I called in to make my auto payment I was informed by USAA, they consider sending statements to be a courtesy and not a requirement.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-13
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: We applied for a mortgage with USAA. We are currently going through underwriting to close on a home. We had set a close date of XXXX XXXX XXXX. Two weeks prior to closing on, XXXX XXXX, I received an email from my realtor stating that it looked like my lender was going to require a property survey prior to closing. I immediately called my lender for clarification. And yes they are requiring a property survey prior to closing. I felt that USAA is unfairly requiring this survey late in the closing process. I also feel that the lender should have inquired about the survey through the responsible party, myself, as we would be responsible for requesting the survey, not my realtor. We submitted our purchase agreement to our lender the day it was accepted, agreement was accepted on XXXX XXXX XXXX. On that agreement it clearly states we waived our rights to a property survey. Why is USAA now asking for a survey and potentially delaying closing?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 46628
Submitted Via: Web
Date Sent: 2017-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-13
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 late on making my loan ( truck ) payments. I pay the loan bi-monthly. I have been paying 1/2 of the monthly payment for several months. I am aware that I was late but I was told by a representative of USAA that as long as I made a partial payment I would not be reported to the credit agencies. However, I was reported as of XX/XX/XXXX. I contacted USAA to review and confirm what I was told. They would not agree that I was told by their agent that as long as I made partial payment I would not be reported because they can only go back any review calls for 30 days. I know it has been longer than 30 days. This is completely unfair. It is my word against theirs and of course, they are not going to admit what I was told by their agent. I completely accepted responsibility for being late but since I was told that as long as I made a partial payment I would not be reported to the credit bureaus but I can not prove what I was told and they refuse to remove from my credit file. In 29 years of being a member of USAA, we have never been 30 days late on any account ( we have several XXXX. Please review and see if this can be removed from our credit file. XXXX and XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WV
Zip: 25705
Submitted Via: Web
Date Sent: 2017-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-12
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I began a divorce with my former spouse inXX/XX/XXXXXXXX, and we jointly initiated and signed all documents for a title transfer and a mortgage assumption of our home into my name alone. USAA is the institution handling the mortgage that was underwritten by XXXX throughout the process of the initial assumption. The divorce finalized in early XX/XX/XXXX and the completed assumption package with all paid fees ( {$350.00} ) and necessary documents was received and confirmed accepted inXX/XX/XXXX. I confirmed this through USAA and obtained a copy of the completed package. Many months went by with no word on the assumption. I was later contacted in XXXX and XX/XX/XXXX by a XXXX representative asking for updated documents for running credit history as the provided documents in the assumption package were now outdated from their company not processing the package. All documents were promptly provided. Again no progress was made for several months. I was informed over the phone by the special loans department that the representative that contacted me no longer worked in their office, and no one was aware of the status of my assumption. Sometime in the following months the mortgage was sold to XXXX without any notification. I was then forced to restart the assumption process through their company with entirely new documents in XXXX to XX/XX/XXXX. By the end ofXX/XX/XXXX, I was informed by the Research Department of USAA that the new assumption package was fully accepted, and their office was awaiting closing documents to be sent back from the underwriter. Between XXXX andXX/XX/XXXX I have had numerous email conversations regarding the progress, which has resulted in the same response each time, that they are awaiting closing documents. In XX/XX/XXXX I requested contact information for a manager or director. The number provided does not answer, and does not return calls when messages are left. 10-15 attempts were made over 2 months. My most resent email sent onXX/XX/XXXX has yet to be returned. I have copies of all email correspondence, assumption documents, and notes regarding most phone contacts with names and dates. Their office ( USAA Research Department ) does not provide phone numbers, and instead utilizes an organization email address. They appear to either be deliberately not processing my assumption, or are failing to do so out of extreme negligence. I am requesting assistance to get this assumption completed, as my attempts to do so alone have been unsuccessful now for 2 years despite taking all necessary steps two times over. I am certainly not the first military member to get divorced and assume a mortgage through USAA or its affiliates, this should have taken 30 days, not 2 years.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: HI
Zip: 96822
Submitted Via: Web
Date Sent: 2017-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A