Date Received: 2017-09-04
Issue: Trouble using your card
Subissue: Credit card company won't increase or decrease your credit limit
Consumer Complaint: USAA XXXX lowered my credit limit from XXXX to XXXX for inactivity! This has negatively impacted my credit rating and my ability to get a mortgage all because I keep this card for emergency 's and do n't charge stuff all the time. My wife also has a credit card with them but they have n't bothered her limit. This is inconsistent at best and discriminatory at most. Is it because of my race or gender that I 'm being treated different then her. My credit rating was excellent before they arbitrarily lowered my credit rating.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60538
Submitted Via: Web
Date Sent: 2017-09-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-02
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: XX/XX/XXXX I got a advertisement from USAA credit card company to transfer high interest credit card balance to them with no interest if promotional transfer paid off in 18months. I foolishly transferred {$2300.00} to USAA. I find out that for the last 3 months I have been charged 18 % for transfer balance plus 18 % on current principle- That a combine rip off interest of 36 % ( is this not loan sharking ). I have made payments as high as {$1100.00}. {$700.00}. {$500.00} etc. The problem is that USAA applies very minimal to balance transfer ( as little as {$20.00} ) at times. This will cause the transfer balance fee to remain till entire balance is paid off. I am in process of paying this off as soon as possible. The sad part is that I would have never allowed my balance to get to this amount if I had known ( thought I was saving?? ). THE REAL SAD PART IS THAT USAA HIGHLY ADVERTISES THAT THEY ARE THERE TO ASSIST VETERANS AND MILITARY PESONNEL. SOUNDS LIKE THEY ARE HERE TO HELP US VETS OUT OF OUR FUNDS.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77075
Submitted Via: Web
Date Sent: 2017-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-02
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: Yes- my Auto Loan Payment with USAA Federal Savings Bank is supposed to be taken out of my checking account on the XXXX of every month. Until today this was about the only thing with USAA that was working correctly. Additionally I added my mother 's name to my accounts, and service representative I spoke about with my auto loan could not yet again tell me how to do this simple action. I sent them a letter signed by my mother on XXXX XXXX XXXX and no action, or even acknowledgement of receipt occurred. Also they simply did not call my mother if, as agent today stated, they had verification issues. Finally, I spoke about a week ago with the XXXX XXXX XXXX about getting my mother off my accounts, and the gentlemen I spoke with could not even keep up, as had to repeat myself several times, nor tell me how to do this, and was supposed to get back with mee but never did. USAA was open today, but the XXXX XXXX XXXX was off for labor day weekend. Finally, my home mortgage payment was supposed to be taken out yesterday on XXXX XXXX XXXX, but was not- when will it be taken out now XXXX XXXX XXXX? 4-days late? How is one supposed to manage finances with this type of service? Finally, USAA supposed to be a XXXX Bank XXXX service member worldwide in all time zones and not even open XXXX XXXX a week- so how do XXXX service members, especially in XXXX communicate now? Finally today they could not get the XXXX time text code to come through to me after 3-tries!!!! Is all this acceptable????
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 36532
Submitted Via: Web
Date Sent: 2017-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-01
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I do not recognize nor did I authorize the following inquiries to be made : Usaa Fsb Cc XX/XX/XXXX Usaa Fsb Cc XX/XX/XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75043
Submitted Via: Web
Date Sent: 2017-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-01
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX, I deposited a check for {$6300.00} into my checking account with USAA. XXXX XXXX dollars was made available to me immediately while the rest was put on hold, a hold that was supposed to be lifted on XXXX XXXX, XXXX. About a day or two after I had deposited the check, my account with the institution became restricted. Meaning I had no access to my account information or my funds. When I first contacted USAA about the situation ( phone number : ( XXXX ) XXXX ) they informed me that my account was locked due to the fact that the check I had recently deposited was being returned. When I asked why, they told me it was because it was against their policy to deposit a check from a personal account into another personal account. Taking this to mean that the mistake was on me, I accepted what they said and began to wait for the process to be completed. I myself am fairly new to checks, so I do not know how the process of returning a check works, but from what I read it takes a few days. So I was prepared to wait until the situation was fixed. But several days passed and nothing changed. When I contacted USAA once again, they said they were still waiting on the funds to be returned and explained to me that both banking institutions have to do their part in order for the process to move along. So I contacted my local bank about the situation, and they informed me that they were not in the process of returning the check I had deposited. You can imagine how confusing this was for me to hear because USAA told me that my check was being returned and there was nothing they could do until the funds came back to them. From that point on, I called USAA almost every day to find out if there were any changes regarding my account, and every single person I spoke to told me the same thing : " We are waiting for the funds to be returned. '' I asked to speak to executive members on a few occasions. The last one I spoke to told me that USAA actually received a notification from my local bank, XXXX XXXX XXXX, that my check was being returned. As I began to feel frustrated, I reached out to XXXX several more times. The last time I spoke with them, the vice president of the institution reached out to me herself. She told me once again that my check was NOT in the process of being returned, and sent me actual proof that the check had already cleared. According to them, it cleared the same day I deposited it, XX/XX/XXXX. From that point on, I knew that USAA was not being truthful with me. I began to reach out to the CEO ( XXXX XXXX ) and Vice President ( XXXX XXXX ) in an effort to get better assistance. However, neither of them ever spoke to me. I sent many, many, emails their way and they never contacted me. I began to send faxes to the bank on XX/XX/XXXX, and still, no one reached out to me directly. I noticed a few emails from the USAA automated system stating that I had new messages on the website that I should take a look at. However, because my account is locked, I can not see those messages. I stated this fact on more than one occasion but clearly, it went ignored. Through my various emails and few faxes, I explained in detail my entire situation. I even provided the proof from my local bank, XXXX XXXX XXXX, that my check had cleared. But despite the proof I sent, my predicament has gone ignored. The money I deposited with USAA originated from a check that I received from the VA. I was recently accepted into their Chapter XXXX program and as a result, I received back pay for the months that I was not enrolled in the program. The original US Treasury check was cashed with my local bank. The check was for {$6700.00}. I kept {$400.00} for myself and then deposited the rest into my checking account with XXXX XXXX XXXX before writing a check for the amount of {$6300.00} and depositing it with USAA. In my many emails and letters, I explained how necessary the money is to my well-being. I am a XXXX XXXX XXXX. I need the money to pay for supplies and other things. I also live with my mother and little sister. I was going to use most of the money to help pay bills, buy groceries and other odds and ends for the house, and provide my sister with school supplies and clothes. I mentioned more than once that I would start school on Monday, XX/XX/XXXX, and that I needed the money before then so I could buy my books and pay for my classes. But obviously, my circumstances went ignored. It is now XX/XX/XXXX. It has been two weeks since I lost access to my money. I already started school, rent is due today, and my sister goes back to school in a week. Access to my account and funds have still not been reinstated to me, and USAA has done absolutely nothing to help me and continue to lie about my situation. All I want is what belongs to me. It should not take two weeks for a situation like this to be resolved. My predicament has not been handled correctly, and the way the employees and executive members of USAA conduct themselves is extremely unprofessional. Since when is it okay for the CEO or Vice President of a company to ignore its members? My check was NEVER in the process of being returned. I do not appreciate being lied to or taken for a fool. If they were concerned about the legitimacy of the check, all they had to do was reach out to where it came from to ensure that the check was real. Even so, they should n't have had to do that because the check cleared without a problem. That makes this situation worse because they have no reason to hold my money and are clearly discriminating against me. Why else would they hold my funds for so long?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 13601
Submitted Via: Web
Date Sent: 2017-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-31
Issue: Getting a loan or lease
Subissue: Confusing or misleading advertising or marketing
Consumer Complaint: they pulled back the loan and shut down my account without any reason or explanation. after i already purchased vehicle put money down and traded out my old vehicle.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32836
Submitted Via: Web
Date Sent: 2017-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-31
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: USAA Federal Savings Bank, and USAA XXXX XXXX XXXX have frozen my investment account, Roth IRA, checking account, and savings account. There is no legal judgment against me, and USAA has not explained their actions. I receive my XXXX XXXX check electronically deposited into my savings account, which they have frozen.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21209
Submitted Via: Web
Date Sent: 2017-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-29
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: I was caught up in a scam that has affected many people other than just me. Below is my detailed account of being victimized. I am a US Military Veteran who have been on a job search for the past 6 months including placing my resume on many job boards such as XXXX and XXXX. I was approached via email by a hoax company named XXXX XXXX XXXX explaining how they saw my resume on-line and that I was a great fit for a work at home opportunity with contractual work involving other partnering hospitals. Once I seemed interested they began telling me about pay and health care benefits and the initial step I had to take in order to start my position. Next, I was sent a {$3200.00} through XXXX and was told to spend {$1500.00} on software and equipment needed and money was to be sent via XXXX to XXXX. When I deposited the check I assumed my bank would identify immediately that it was a false check, but the bank accepted the check thus causing us to be assured as well. Flags began to raise in my mind after transaction at XXXX and my looked up the company in detail and noticed that they were a fraud company running a scam. I immediately lost heart because the check was a fraud and I was back at being unemployed and bank account impacted by the situation. Help is needed on my family behalf who is suffering due to a fault that I was unaware of. Look forward to your response and immediate help due to now being highly impacted by Hurricane Harvey.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77521
Submitted Via: Web
Date Sent: 2017-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-28
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: This complaint relates to the credit card issuer improperly charging interest on a cash advance and failing to apply payments to the highest interest-rate balance first, as required under the federal Credit Card Accountability Responsibility and Disclosure Act of 2009. I have a credit card issued by USAA Federal Savings Bank, issued in XX/XX/XXXX, that was offered with an introductory 0.00 % interest rate on balance transfers through XX/XX/XXXX. I made XXXX balance transfers to this card, XXXX for {$12000.00} on XX/XX/XXXX, and XXXX for {$6000.00} on XX/XX/XXXX. Both of these are subject to the 0.00 % interest rate. Additionally, on XX/XX/XXXX, I used the card for a cash advance of {$2500.00}. That cash advance is subject to an APR of 8.9 %. On XX/XX/XXXX, I made a payment of {$1000.00}. On XX/XX/XXXX, I made a payment of {$2500.00}. Neither of those payments were applied in full to the cash advance. Instead, only {$600.00} was applied to the cash advance, and the rest of the payments were applied to the zero-interest balance transfers. When I spoke with USAA customer service representatives on the phone, once in XX/XX/XXXX and again onXX/XX/XXXX ( after receiving the latest bill ), they said that the payments were being applied to the earliest charge first ( the balance transfers ), and would continue to be so applied until those are paid off in full, and would only be applied in full to the cash advance balance after that. In the meantime, they informed me, USAA intends to continue to charge me interest at an 8.9 % APR on the cash advance. I pointed out to the USAA representatives that such a policy and practice is violates the federal Credit Card Accountability Responsibility and Disclosure Act of 2009. That law clearly requires credit card issuers to apply any payments in excess of the minimum to the highest-interest balance first. That law explicitly includes cash advances. Since USAA has declined to correct this misapplication of my payments, and is continuing to improperly charge me interest, I am requesting the help of the CFPB in having them immediately adjust those payments to apply them retroactively to the cash advance rather than the 0.00 % APR balance transfers, and to have USAA reimburse the improper interest rate charges of {$15.00} made on XX/XX/XXXX, and {$14.00} made on XX/XX/XXXX. I also request the the CFPB ensure that USAA is not improperly charging other customers interest and improperly applying payments to balances chronologically, rather than according to which has the highest interest rate.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 852XX
Submitted Via: Web
Date Sent: 2017-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-28
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: I received a pre-approved offer from USAA on XX/XX/XXXX for a XXXX XXXX XXXX XXXX XXXX which included a {$200.00} reward bonus after making 12 qualified purchases byXX/XX/XXXX as well as 0 % APR until XX/XX/XXXX. I applied for the card, and after a long and tedious approval process due to errors on their part, I received the card around XXXX. I made the 12 qualified purchases byXX/XX/XXXX, and confirmed as much prior toXX/XX/XXXX. I received an email onXX/XX/XXXX stating the deadline for completing the 12 purchases had been extended toXX/XX/XXXX, all emails from them with this offer stated the {$200.00} cash reward bonus would be credited within 90 days after the end of the promotion. I called in XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX, andXX/XX/XXXX inquiring why I had not received the {$200.00} cash rewards bonus. I opened several " tickets '' with them, and was finally told inXX/XX/XXXX that several people who took advantage of the promotion had not received the bonus and that it was a " known issue '' that they were working on and did not know when it would be resolved. I tried calling again inXX/XX/XXXX and got the same response. It is now days away fromXX/XX/XXXX, 9 months since the original promotion ended, and I still have not received the {$200.00} nor do I have any indication when the money will be received. USAA has confirmed repeatedly that I am owed this money and that I upheld my responsibilities in order to be eligible to receive it, and I have supporting written documentation from them to prove that. As such, it feels as though I was misled through false advertising along with several others who have not received this money. I have tried contacting them to no avail, including speaking with their executive resolution team, and feel I have no other choice but to involve CFPB.
Company Response: Company believes complaint is the result of an isolated error
State: FL
Zip: 33064
Submitted Via: Web
Date Sent: 2017-08-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A