Date Received: 2017-07-31
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I opened an online account with USAA in order to open a banking product with them. Unfortunately I did not qualify for membership with them. Upon realizing this I call them and asked them to cancel that online profile. They told me since I could n't qualify for membership that the online account will be closed automatically. Well, months passed and I recently received an email from them in regard to an online agreement update. When I try to access online, the acocunt is still open. They never closed it. I call them once more and this time they stated once I create the online account it can not be deleted and my private personal information will remain on their system. I am not authorizing USAA to keep my private personal information and it is outrageous that they tell me they wo n't delete it.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33135
Submitted Via: Web
Date Sent: 2017-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-28
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: USAA SAVINGS BANK XXXX XXXX XXXX XXXX XXXX, TX XXXX I was rebuilding my credit and opened 3 credit cards XXXX, XXXX, XXXX ( was XXXX ) but they changed into a XXXX. XXXX {$5000.00} $ XXXX XXXX $ XXXX XXXX the cards did what they were supposed to do, I repaired my credit by having 100 % on time payments. I paid of the cards with the CD 's established to secure them. I thought USAA was really a XXXX XXXX XXXX ( I am a XXXX XXXX XXXX XXXX XXXX XXXX XXXX Veteran ) As long as the cards were Maxed Out and I was making the minimum payment everything was great and I got great customer service. However ; my credit being repaired I have 8 unsecured cards, the secured.cards were no long need. I knew they were paying only .50 ( half a percent ) interest on my CD securing the cards, and they were loaning my money out for 11 -17 % to members of the CU. And I knew they were charging me 11-17 % on my purchases and more on cash advances ( 35 % ). BUT WHEN I PAID THE CARDS OFF! That is when I found out USAA did not love me and were not altruistic. The beginning of the TWILIGHT ZONE! That is where the problems started. 1. I asked for my refund on my XXXX to be deposited into my Checking Account, causing me to have to drive 180 miles round trip to pick up a {$110.00} check. 2. I asked for my refund on my USAA Secured XXXX to be deposited into my Checking Account, causing me to have to drive to collect {$24.00} XXXX. I asked fo rmy refund on my other USAA Secured XXXX to be deposited into my Checking Account and they so far have refused to refund {$550.00} to date. Giving me many excuses why they can not release my REFUND???? THEY ARE RETALIATING AGAINST ME FOR ASKING FOR MY OWN MONEY! signed
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MS
Zip: 391XX
Submitted Via: Web
Date Sent: 2017-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-29
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I previously filed a complaint XXXX which was resolved to my satisfaction by USAA 's XXXX XXXX. The resolution involved updating the 3 Credit Reporting Agencies with accurate information regarding 2 tradelines. After correctly reporting these to all 3 bureaus, USAA reverted to the prior incorrect reporting with XXXX and XXXX. XXXX remains accurate. I left phone messages with the person who previously handled the complaint, with no returned calls. Therefore, I am re-filing this complaint. Under the FCRA, USAA has exhausted the 30 day period to correctly post the tradelines and I am requesting deletion of both accounts pursuant to 15 U.S.C. 1681 ( a ) ( 1 ).
Company Response: Company believes complaint is the result of an isolated error
State: WA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-07-29
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-28
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: My bank, USAA does not participate in the XXXX XXXX program.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 79904
Submitted Via: Web
Date Sent: 2017-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-27
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: USAA reporting late payment and upon review of documents submitted previously I still maintain the following which this company has yet to address : " USAA Federal Savings Bank has been sending documents to an incorrect address. My physical address is NOT my mailing address. OnXX/XX/XXXXUSAA purportedly sent notice that I was a co applicant on a loan. This letter would have been returned to sender. However, had I received the document I would have discovered that the information was incorrect and could have avoided what has transpired in XX/XX/XXXX '' SEE ATTACHED EXH A. Sure they called XXXX XXXX several times but we all know the amount of nusiance calls received, however, that does n't get USAA off the hook for failure to contact me. I checked my credit report and it lists my employer and phone number. They could have easily contacted me to resolve the missed payment. I also have the absolute right to know I signed for a loan and review for proper contact information. If this turned out to be fraud what would USAA do exactly. They fail to address my issue or return my phone calls. Look I am still in college and this has tanked my credit score. I have attempted to contact USAA and left numerous voice mails and NO ONE returns my call. Who do I complain because this company does n't return phone calls and I 've returned calls multiple times with no response. I do work and attend school and they make no attempt to return my calls. My most recent filing was closed as no further information provided. I want to know that if I allow someone to use me as co signer and the loan is done electronically and I do n't have an opportuntity to correct wrong information provided by a third party it is not my fault. How does a lending institution make a loan, advise consumer you are a co applicant and the very first document sent to advise is RETURNED. That should have been a RED FLAG to either put the funds on hold or figure out a way to contact me with any numbers/address listed on all major credit reports. I need this issue resolved and USAA is unreasonable in attempting to resolve the issue
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-26
Issue: Problem with additional add-on products or services
Subissue:
Consumer Complaint: My name is XXXX XXXX. My husband XXXX and I are members of USAA bank. We took out a personal loan last Thursday for {$20000.00}. This loan was going to be used to pay off a different loan at another bank. I specifically asked them to mail me a certified check to be made payable to another bank. I asked them to mail the check to my attention at my place of employment because I did n't want the check sitting in my mailbox. Instead they mailed they mailed the check directly to my employer at XXXX XXXX XXXX college and did not put my name anywhere on the envelope or the check. I found out later that my finance director wrote void all over the check and called USAA and was told to mail it back to them. The check has yet to show up and now I am getting the run around from usaa and have been since last Wednesday. My husband and I are both police officers and he is a former XXXX. We ca n't afford to have two {$20000.00} loans open. I am respectfully asking for your assistance in getting this resolved, especially since this is a federal bank. I look forward to hearing from you soon please. I have escalated this problem all the way to the USAA 's president 's office and they have yet to make their error right. Here is a list of dates and times that I have spent on the phone with USAA trying to get this resolved : XX/XX/XXXX at XXXX and XXXX XX/XX/XXXX at XXXX XX/XX/XXXX at XXXX XX/XX/XXXX at XXXX XX/XX/XXXX at XXXX, XXXX and XXXX The lady from the president 's office who was assigned my complaint on Friday did not reach out to me until Tuesday after I called and left two voicemails. She did tell me that if she could find the original recorded phone call where I ordered the certified check, it would be simple to stop payment on it and return the money to my checking account. She also said if she could n't find it and the check was lost, I would have to wait another 90 days. Thank you in advance for your time. XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30252
Submitted Via: Web
Date Sent: 2017-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-25
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: I have twice requested SCRA benefits from USAA Bank regarding my credit card balance. I am a member of the XXXX XXXX was called to XXXX XXXX under XXXX XXXX XXXX XXXX XXXX XXXX ( XXXX ) and XXXX XXXX for XXXX ( XXXX ) several times in 2017 during the months of XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. However USAA rejected my request, stating I did not qualify stating that the SCRA only applies to service members on XXXX XXXX for 30 days. However it appears that provision is specific to XXXX XXXX members and I am a member of the XXXX XXXX and subject to XXXX XXXX XXXX. It is very disheartening as USAA prides itself on being military friendly yet denies this request. To contrast this, my other banks, XXXX, XXXX XXXX XXXX and XXXX have all honored this request. The denials were made on XXXX XXXX, 2017 and XXXX XXXX, 2017. I also sent a subsequent correspondence in XX/XX/XXXX to dispute it again with no response.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19401
Submitted Via: Web
Date Sent: 2017-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-25
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/XXXX I was alerted that my XXXX acct. had been changed ( name and address ). After logging in I found several pending charges was placed. After calling XXXX and finding out that it was thru XXXX XXXX. I called my bank @ XXXX XXXX to report it. The bank said they canceled any pending charges and my card. I was told by the bank that a fraud report had been placed and since it was an Unauthorised Use it would take 24-48 hrs for the charges to drop off. Call ended On XX/XX/XXXX I noticed a {$6.00} had not dropped. I called the bank, told them why I called and was directed to the " Fraud Dept. '' ( not like the first call ). After finding out a fraud report was never logged I was n't a happy camper She then made me feel that I was wrong and as she said " I did n't ask the right questions at the end of the call to insure everything was complete ''! She added " IT 'S ONLY {$6.00}! I was XXXX, asked if we were finished, she replied " If YOU do n't have any more questions. I hung up. I called Back on several occasions only to be placed on hold for a LONG time or misdirected my call till I became frustrated enough to Hang up on the USAA Bank Individual.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 95841
Submitted Via: Web
Date Sent: 2017-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-24
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: USAA Savings Bank sold ( 4 ) accounts and the debt associated with these credit cards to the XXXX XXXX, aka XXXX XXXX. These cards are not mine and were opened as a result of identity theft and fraud. I have never used these cards and have never had them in my possession. I notified USAA as such. I also provided USAA proof that I was a victim of identity theft and each of the three credit bureaus froze my account and placed notices of such therein. XXXX XXXX is now contacting me attempting to collect on the fraudulent accounts and obtain money under false pretenses. I have asked that they provide the same supporting information on which USAA relied to make their original claim, but to date they have not responded. I hold USAA and XXXX XXXX liable as they are both in violation of FCRA.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30189
Submitted Via: Web
Date Sent: 2017-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-24
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Just to let you know, I just graduated XXXX XXXX XX/XX/XXXX. I recently joined the XXXX XXXX XXXX. The checking account with USAA is my first checking account. Before I left for XXXX XXXX on XX/XX/XXXX, I had my mom added to my checking account so she could take care of bills while I was in XXXX XXXX. She wrote me and asked me about some charges and I wrote her back and asked her to check on them. Then I tried to buy some deodorant and stuff on post and my card was declined. I hurt myself and was able to get a phone privilege to let my mom know I may be recycled due to injury and that I could n't ' t use my card. She told me she called USAA and asked about the charges, and told them I was in XXXX and was n't able to keep calling and stuff to USAA and to not cancel my card til I graduate from XXXX, but USAA cancelled it anyway. They did n't send a replacement card. USAA just left me hanging. My mom read me the letter they sent to the house and it was generic and did n't say nothing bout my card being cancelled or suspended or whatever it was. Then I had to finally call USAA and it was the worst experience that I have ever had. USAA is not a bank for military families. USAA needs to have a better way to help members when they are in XXXX XXXX where communication is restricted. I requested that they send me a card to the XXXX overnight. USAA said they could n't do overnight. So, I 'm already having a hard time adjusting to XXXX XXXX, home sick, injured, and USAA leaves me stranded with no access to my money. There 's a difference between trying to protect privacy and being uncooperative and unreasonable. At this point USAA is being unreasonable. I even uploaded a copy of the orders I received XX/XX/XXXX, so they see where I am.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 71202
Submitted Via: Web
Date Sent: 2017-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A