Date Received: 2017-07-22
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: USAA Bank closed my account mid XXXX. I owed them some overdraft & since I had n't opened another account with another bank yet, with my first pay, I decided to send part of my direct deposit of about {$89.00} to cover what I owed them. I called few days later, early XX/XX/XXXX, & USAA informed me they received the money & after spending over an hour on the phone with them, they informed me my check will be sent to my updated address & I would receive it within 7-10 bussiness days. I waited. 7 days later I received their fliers, no check. 30 days later, I called them again, I spent about an hour being transferred with absolutely no resolution. They said they sent the check & I should be patient & give it time. I waited, I continued to receive fliers & advertisement stuff, no check. I called them in XX/XX/XXXX, I hang up for being put on hold for over 10 min bc I was at work. I called them in XXXX after I moved to update my address & follow up on the check. Once again, I was on the line with them for over an hour. I was transferred & sometimes had to wait on hold for so long. Finally they told me that my check was returned to them in XX/XX/XXXX. I asked why & they did n't know why. I received everything else they sent but the check. I called them twice before & no one told me this. So then I had to wait longer on the phone for them to send me another check. They said I would receive it within 7-10 business days. 10 business days ended on XX/XX/XXXX. I called them first week of XXXX, they told me, it could be held up somewhere to continue to wait. Once again, I 've received their fliers & stuff & no check. I contacted them again but had to hang up after being put on hold for over 10min. I had explained to them I could n't hold for long since I was at work. While I had a good relationship with USAA as a customer, this experience has completely has changed my opinion of them. Please help me get my few extra funds back as this is the only way I will receive them. Its been almost a year & all I get from USAA are nothing but waste of time on the phone and lies. Why I continue to receive their advertisement fliers but not my check is beyond me. Thank you.
Company Response: Company believes complaint is the result of an isolated error
State: FL
Zip: 33162
Submitted Via: Web
Date Sent: 2017-07-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-21
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I had a old account with usaa that was negative XXXX. I opened a new account and the money XXXX dollars I put in that account was taken to Pay part of my only account, which brought my balance to XXXX. A week or so later I had a direct deposit for XXXX go into my new account and I was told by someone that it was going to be held for 24 hours so they can take the money I owe and then he rest will be available for my use. Later I found out it would be 3 business days. This was told to me on a Thursday and again someone told me the funds would be available by Wednesday. I asked why all my funds were being put on hold when only a small amount of those funds are needed to bring my old account current. They said it 's just their procedure and here was nothing they could do. The next day I had a bill that I had already pushed back a couple times that I was going to pay with that money and I explained this to multiple people that I needed that money. They could keep the money I owed them but to please give me the rest of it so I can make my payment and avoid reconnection fees. Again I was told by multiple people sorry nothing I can do and even if I closed my account I could not get my money out til the following week.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78250
Submitted Via: Web
Date Sent: 2017-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-21
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: USAA credit card I did a cash advance of {$100.00} onXX/X/2015. Have contacted USAA credit department several times to request to pay this cash advance back they refused. I have a separate charge for cash advancye on my bill, they say I have to pay the entire balance of credit card before they will allow me to clear the cash advance. I have been charged {$52.00} every month since XX/2015 that 's {$960.00} for an advance of {$100.00}. Also {$52.00} a month is excessive for a ' {$100.00} debt. THIS IS PREDITORY CREDIT PRACTICES
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92117
Submitted Via: Web
Date Sent: 2017-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-20
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: USAA Says someone opened an account using my information. They accepted the fraud claim, and all liabilities have been lifted. However I since no fault of my own, am unable to open an account there.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 432XX
Submitted Via: Web
Date Sent: 2017-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-18
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I have a friend who is a resident of XXXX and has accounts in the United States at 2 financial institutions. One of the institutions being USAA. I have power of attorney for my friend at USAA. Just this year they have started withholding taxes on his CD and Savings accounts even though he has a XXXX XXXX form on file and it is up to date. The form he has always used to not have taxes withheld. This form allows him the benefit of not having to pay taxes on any interest or dividends accrued on accounts because he is not a US citizen and does not live here or have any type of business. I have contacted USAA on several occasions regarding this matter and they are unfamiliar with the form and have stated they had an audit in XXXX of 2016 and deemed it appropriate to start withholding taxes because he is the primary on the account. Of course he is, it is his money and because of the treaty between XXXX and the United States he has the ability to be tax exempt. His other bank does not have a problem with this form and still honor it. The XXXX XXXX form is very clear he is tax exempt. Sincerely
Company Response: Company believes complaint is the result of an isolated error
State: TX
Zip: 78251
Submitted Via: Web
Date Sent: 2017-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-19
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: A credit card I had with USAA Savings Bank was charged off in XX/XX/XXXX while I was serving as an XXXX XXXX in XXXX. USAA issued a " Cancellation of Debt '' XXXX to the IRS and myself on XXXX where I have already paid income taxes on the amount charged off. USAA however is still reporting to all the credit reporting agencies the same debt with an outstanding and Past Due balance for the same amount charged off in XXXX. I am in the final stages of getting a VA mortgage approval but USAA is unwilling to show the account with a XXXX Balance and noted they still intend to report the account as unpaid which is preventing me from a VA Loan approval. Several calls have been made to get this resolved but USAA is not willing to correct the information reporting to the credit Bureaus.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 497XX
Submitted Via: Web
Date Sent: 2017-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-19
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have a credit card with USAA Federal Savings Bank. I have had the card for well over five years and have never missed a payment. I received a call on XX/XX/XXXXfrom a collection agent telling me that I had failed to make my payment. I immediately scheduled an online payment from my account at a different institution effective for XX/XX/XXXX in the amount of {$110.00}. I then chatted with a representative from USAA and once she looked at my account waived the late fee because I have never been late on a payment. The payment of {$110.00} was effective for Friday XX/XX/XXXX. Once the payment was applied it should have made my balance on the card {$1900.00} giving me an available balance of {$95.00}. When I checked the account on XX/XX/XXXX my available balance was still showing a negative {$24.00} credit. I started a chat session with XXXX XXXX and was told that due to my card being over the limit by {$24.00} and my payment being missed they had placed a hold on my ACH payment that was effective on XX/XX/XXXX and it would not be released until XX/XX/XXXX. That is 7 days after my ACH payment was made. XXXX XXXX told me he was sorry and that there was nothing they could do about it. This is the first time I have ever had a missed payment and I remedied the situation as soon as I realized my mistake. Holding my ACH payment for 7 days is excessive. An ACH payment only has a two day window where it can be returned by the paying bank.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 63366
Submitted Via: Web
Date Sent: 2017-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-19
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: In XX/XX/XXXX USAA restricted my online access to all my accounts including my auto loan. At the time I was signed up for online billing, however after my online access was restricted I requested physical statements be sent to me immediately, as my auto loan was auto paid from my usaa checking account which USAA subsequently closed. I was told by agents of USAA they would send me the statements over 12 different times. However, as of XX/XX/XXXX over two months later I have yet to receive a single statement. Furthermore, I am unable to access the statements online, thus have no documentation showing what I owe, where and when to send the payment. Most recently I spoke with XXXX from the CEO 's office who informed me I would not be charged a late fee, and nothing negative would be reported as long as it did not go 30 days past due. The loan is already 15 days past due and I still have not received any statements. Even if the statement were to be sent out today there would be no grace period between when I receive the bill and when it is due as required by the fair billing practices act. For some reason USAA has refused to provide me with billing statements for this auto loan, and has refused to allow me access to it online. Furthermore, I get calls every day at XXXX XXXX now telling me it is past due and needs to be paid immediately as it 's past due. Yet they are unable to send a statement.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-07-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-18
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Hello, I opened this credit card account in XXXX XXXX . The appealing factor of this card was the low annual interest rate and the ability to use a promotional no-interest ( until XXXX XXXX ) balance transfer/convenience check option if done by XX/XX/XXXX . I was able to utilize the use of several convenience checks by the deadline of XX/XX/XXXX and that amount would not be subject to any interest until XX/XX/XXXX ; with no interest due if paid off in full by that time. I then used my credit card in the month of XXXX for 2 purchases ( one on XXXX and one on XXXX ). When I received my billing statement ending XX/XX/XXXX , I noticed I have been charged interest for those amounts even though I had n't received a billing statement yet that included those charges. I immediately inquired with the company to see if a billing error was the cause of this interest charge since I 'm used to seeing a grace period of 21 days to pay off the outstanding balance by the due date or be charged interest for that amount apply to the XXXX other USAA credit cards ( along with several other cards from XXXX XXXX , XXXX XXXX , XXXX , etc. ) that I currently have. After several attempts to get a straight answer from the company with no resolution or call back I filed a complaint with the CFPB about this issue. Several days later I received a call from someone within the USAA CEO 's office regarding this filed complaint. I returned her call and explained my issue once again. She appeared to understand the perspective that I had in which I was thinking the typical grace period would apply to purchases made, meaning if paid off before the due date then no interest would be charged. But she informed me that because I had a promotional balance ( the no interest offer until XXXX XXXX ), the typical grade period did not apply to new purchases on this particular credit card, so interest would start to immediately be charged from the date of any recent purchases until the promotional balance was paid off. The grace period for this card would only apply once the entire promotional balance was paid off in full. I told her I did n't understand why this credit card was different that my other cards and she immediately told me the disclosures made this fact very clear and even quoted the section/part of the disclosure document. This immediately irritated my very much because she was basically saying it was my fault that I did n't understand the way this card worked while there was a promotional balance due. I told her I did not appreciate being told that, especially by someone whom had contacted me about a submitted CFPB complaint. She was unreceptive to my point of view and was constantly speaking over me. I told her I did not want to speak with her any further and was not satisfied with her reason given. I feel this practice not having a traditional grade period applying when a consumer has a promotional balance is a violation of UDAAP because I am a relatively bright and engaged consumer and had no idea that this particular credit card had this 'querk ' until after the fact. This difference was not called out specifically to me because if it was I would have never used this credit card until the promotional balance had been completely paid off. I take full responsibility for not knowing this key fact, but also do not believe this was clearly and concisely laid out for me to fully understand. I take great pride in paying off my monthly credit card balances in full each month, so why would I have used a credit card in which interest is going to be charged ( from the transaction date ) regardless if I pay it off or not when I have XXXX other credit cards that I can easily use that have the traditional grace period and allows me to pay the balance off in full with no interest being charged?? I am very disappointed in the response I received from USAA about my initial inquiry and am seriously considering moving all of my banking, assets and insurance services to another company after this issue.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AR
Zip: 72223
Submitted Via: Web
Date Sent: 2017-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-17
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: In a statement sent to me in XXXX my balance reflects a balance of {$910.00} of which there was still an outstanding billing dispute for over {$500.00} as well as a charge for a service provided by USAA which I am prevented from receiving. This statement had a due date of XXXX / XXXX /17. Upon receipt of this statement my account had already been closed by USAA for a month, preventing me from using it further. Despite this, I have not received any new statements however on my credit report this VISA account is being reported with as having a balance of {$6600.00} as of XXXX / XXXX /2017. As this account was already closed as of the date of the previous statement, and I have yet to receive any new statements or explanation I must raise a complaint about the billing practices employed by USAA. Furthermore, XXXX / XXXX /17 I was informed USAA would be issuing credits for the previously disputed charges which were charged back onto my account in violation of the fair billing practices. Instead I only see balances increasing on accounts which USAA closed, while not being given an explanation, reason or justification for these phantom charges. These accounts were in dispute, and closed as a direct result of my first complaint to the CFPB, which itself was also a violation.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A