Date Received: 2017-06-23
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Without warning USAA restricted my account access despite still being paid. They then proceeded to cancel the majority of my accounts without notice or reason and have refused to provide documentation. Despite all this my accounts which are still open, auto loan, checking, auto/homeowners insurance and ID theft and credit monitoring service which are all current and paid for have been restricted and I am unable to pay, view, file, or do anything with these accounts.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-06-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-23
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: Without any notification, requested documentation, explanation or warning my account access was restricted, then this account was closed. Only after it was closed did I receive a letter from USAA stating it would be closed in violation of the consumer protection laws and Regulation Z. After inquiring the reason for this action, I was told they did n't know. The letter stated improper use, to which I requested clarification on as I have not done a single thing with this account from the date of opening. I 've received no response.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-06-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-22
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: On XX/XX/XXXX I responded to a personalized offer received from USAA for the Limitless Cashback Rewards Visa Signature Card offering 2.5 % cash back. I was subsequently denied for the card. When I called in to inquire I was told I would receive a letter stating why I was denied. However, the only letter I received from USAA regarding this application was a notice saying I Was declined offering me the opportunity to open a secured credit card with them. There was no reason given for the denial, or other options or explanations. This came as a shock as it was a personalized offer sent and titled to me, which generally have higher acceptance rates due to their intentional targeting based of their knowledge of the targets current credit profile.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-22
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: Despite the required advance notice required by law for credit card companies to close accounts, My Credit Cards were closed without any notice, reason, justification, or detailed explanation. A week or so after the accounts were closed I received letters stating the accounts would be closed due to inappropriate behavior. I inquired as to what this behavior was, as they had n't really been used in a while, and the only real thing I 'd done recently was file a complaint with the cfpb exercising my rights as one of my affected accounts USAA violated my consumer rights by placing a bunch of " transfer adjustments '' on one of my cards, with no warning, explanation or reason. When I inquired, I was told they reversed a billing dispute which had been finalized a year prior. Despite writing and telling me the billing dispute was found in my favor and final they still recharged me against the consumer laws, with no warning or explanation. They ignored my requests for documentation, yet have yet to even reaceive my monthly statemtn in months. As a result of filing a complaint, all of my credit cards were then closed without my knowledge. Only after they were closed did USAA send me anything telling me they were closed. However, they failed to provide a detailed explanation despite my repeated requests. Stating it was due to improper behavior, yet unable to comment or specify what this behavior was for each affected account.One of which had not been used in years.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-22
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: Without notice, justification, cause, or documentation despite requests USAA has removed my online access to my auto loan. I am unable to view or pay my loan as everything is done online and I am no longer able to access my account. I was told I should regain access, then told I would not be given access to my account online. This is a problem, as I have not received paper statements for a while.Thus I do not know where or when I send in my payment. I am unable to view payment history, or anything to do with the account. I have not so much as received a single phone call regarding my auto loan from USAA. I have called to inquire about this and have just been told someone would be in touch. It 's well over a month now that I Have not had access.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-22
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I have tried multiple times to contact USAA to have them remove an account that shows a balance of {$550.00}. What happened was I lost my card and I guess when that happens they open a new account. So I have this random account that is 50 % of the limit that is hurting my credit and showing a payment is due. I have disputed the item twice with all three bureau. It looks like XXXX removed it but it is still showing on both XXXX and XXXX. This has been going on for over a year. I figured I should submit a complaint because I need this fixed.
Company Response: Company believes complaint is the result of an isolated error
State: UT
Zip: 84037
Submitted Via: Web
Date Sent: 2017-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-22
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XXXX/XXXX/XXXX two electronic transfers initiated from my business checking account both in the amount of {$100.00}, with XXXX XXXX XXXX into a joint checking account at USAA. Unfortunately the transfers were returned by XXXX XXXX XXXXXXXX in error ( there were ample funds in the account at the time of the transfer ). The error was acknowledged by XXXX on XXXX/XXXX/XXXX, and all fees charged in error were reversed that same day. As a result of the above, our five accounts at USAA were placed on a punitive restriction disabling our ability to transfer funds into any of our accounts, or deposit any checks without a lengthy hold. The next day ( XXXX/XXXX/XXXX ) I contacted USAA and explained to a representative that the error had not been mine, but XXXX I did not make a note of the reps name, but was informed that if I could provide evidence that the error was not mine, USAA would be able to lift the restrictions on our accounts. The rep talked me through how I could upload a document through USAAs website, which I did. The document clearly showed the sequence of events supporting XXXX errors. The rep informed me that the USAAs system might take 24 hours to process the document, but I should call back the next day to check if had been received. I called the next day, Thursday XXXX XXXX/XXXX/XXXX ) and was informed the document had not yet been processed, but most certainly would be by the next day. On Friday XXXX/XXXX/XXXX, I called again only to be informed that the document still had not been processed. At this time, I requested to speak with a more senior person who introduced herself as a supervisor by the name of XXXX. XXXX was unable to locate the document that was sent on XXXX/XXXX/XXXX and recommended re-sending it, which I did. She waited several minutes in hope of receiving the document, but still, USAAs system had not processed it. XXXX informed me that she was sending a message to the group that deals with these situations, asking somebody to contact me directly. I asked if I could be transferred to one of these decision makers directly, but apparently it is against USAAs policy. I sent the document again three times after that conversation just to be safe, but being a Friday, it would be Monday at the earliest we might hear from anyone. On XXXX/XXXX/XXXX I called again. After a lengthy hold on the telephone during which USAAs system cut me off, and after close to 45 mins on hold, I reached another person by the name of XXXX. XXXX informed me he was an executive resolution specialist, but sadly was not able to assist me. My wife took over the conversation with XXXX who suggested as the document upload system on USAAs website appeared to be experiencing difficulties, and perhaps we could send our document via facsimile. We no longer use facsimile, but my wife drove to the nearest office facility to deliver the fax to XXXX. XXXX informed my wife that he personally would be calling back the next day. No calls were received that day or the next. I called again on XXXX/XXXX/XXXX, once again asking for some status/clarification of the situation. The rep I spoke to that day took my information and informed me my details would be forwarded to a manager who would call me within 24-48 hours. Because the weekend was approaching, I was informed this might not happen until Monday XXXX XXXX/XXXX/XXXX ). As of XXXX XXXX on Thursday XXXX/XXXX/XXXX neither my wife nor I have received any communication from USAA regarding this matter. This hardship has caused us a great deal of XXXX and inconvenience.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29466
Submitted Via: Web
Date Sent: 2017-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-21
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Upon trying to get a vehicle loan I found out that USAA was reporting a charge off on my credit. So I called they ran me around then said a unpaid fee was on the account and would be backdated to the payoff I made in XXXX of XXXX. I have spoken to them in social media they say they would correct and back date. They have n't I have contacted them directly they said they would back date they have not. Then I contacted they BBB and they contacted usaa said it would be back dated now they whipped the reporting of XXXX and XXXX but left a failure to pay mark for XXXX XXXX on my credit. I need resolve and this fixed right its is hurting my credit bad as history is 35 % of a credit score.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23831
Submitted Via: Web
Date Sent: 2017-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-20
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On or around XXXX XXXX , XXXX there was an unauthorized transaction with my debit card and when I received the text message I replied no to not authorizing the charges. All of my accounts have been blocked and now I am responsible for the negative balance on my account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30324
Submitted Via: Web
Date Sent: 2017-06-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-17
Issue: Struggling to pay your loan
Subissue: Lender trying to repossess or disable the vehicle
Consumer Complaint: On XXXX XXXX , I call ed USAA Debt Solutio n due to received a letter about loan being pass due. They refer me to XXXX XXXX and I filled out an application for a short term hardship. I fax documents back and was told it can take up to 30 days. I called for updates and told it 's pending. Even called on XXXX XXXX and XXXX XXXX concerning another issue and not told approved. Received letter dated XXXX XXXX threatening repo. Called XXXX XXXX to XXXX XXXX and told was approved for program on XXXX XXXX but no one called to let me know because I 'm on do not call list. Stated no because I get collection call and never requested. Asked for date placed and why but was told no date. Reque sted manager callback. Manager callba ck XXXX XXXX and tell me just got fill out new application because over 30 days. The process takes up to 30 days itself so. She stated ca n't use old approval. Get more calls and stated must pay by XXXX XXXX or will repo.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32714
Submitted Via: Web
Date Sent: 2017-06-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A