Date Received: 2017-06-19
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: Usaa will not verify me for my account that I have been locked out of and now, after reading consumer report s and seeing this is a company scheme, I want the account closed. The company, usaa, refuses to respond to multiple telephonic and e- mail requests to do this when it was apparent that there never will be verification and my info is being, sold, used, and manipulated for financial gain. Shut it down!!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 941XX
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: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I go thru a website to get my earnings deposited into my account but my bank is not cooperating with the company to supply the information needed in a timely manner. This company helps me with funds before I get my paycheck if funds are tight and is needed in a timely manner. My account also was charged fraudulently and a report was made and after almost two months I am still waiting for the money to be put back in my account.
I also had a prepaid account with another company and my wallet had got stolen and report was made but that company refused to credit back the funds taken in the theft.Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-06-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-19
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: I opened a promotional credit c ard with USAA in XXXX . I made a couple purchases totaling XXXX in addition to the promotional transfers. Their credit card terms state o n page 14 section d that any payment above the minimum payment will be applied to the balance with the hi ghest APR. In XXXX I paid almost XXXX and they applied the excess to the lowest APR and charged interest on the highest APR. I called 4 times and was bounced around, lied to, deceived and told that I was wrong until I spoke to a third level manager who admitted i was right and waived the fee plus calculated what needed to be paid in XXXX to stop the interest at XXXX . In XXXX I paid almost XXXX and again it was applied in the same manor and I was charged interest. I called ag ain and again got the run around. This time the third level manager could not have cared less. USAA ad vertises caring and customer service and I got the exact opposite. As a XXXX vet I expected more from a company that says they will take care you those who served. Instead they word rather jerk me around lie deceive and steal from me. It 's not about the money it 's about the honor integrity and morals of a company. It is clear that USAA has none of these. We have multiple accounts across our family and we will be closing all of them. USAA will lose at least 6 custo mers for the XXXX that they stole from me. Does not seem worth it to me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77532
Submitted Via: Web
Date Sent: 2017-06-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-02
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: This was not an easy decision to do this. I have written this complaint several times and not submitted it but from the urging of my family and people who have had work /personal ties with the banking industry I have decided this is the next step to try and protect my family and others from this happening again. You see I have been with USAA since I was XXXX ( XXXX all insurances under them and XXXX all banking under them ) so I thought we had a good relationship until their practices of lately that devastated my entire family which was so unacceptable. We had 3 bank accounts ... first was me and my husband ; 2nd my oldest daughter and her fianc ; 3rd my youngest which I am on because she is single XXXX XXXX XXXX and in case of emergency she needed one of us to have access to her account. My youngest account I do not use unless for her. all this was relayed during all the craziness to USAA. So this all began on XXXX XXXX ' XXXX when my daughter sold 2 formal dresses on a selling App called XXXX to a man and his wife. This man sent her a check from his so called realty/moving company he owns. she had been talking with him and wife via phone, text and email throughout ordeal. He told her he was sending larger amount because an employee of his would be out that way to do a move order and he would get dresses ... he said the overage was amount he owed employee for moving job and picking up dresses for him. She received the check in amount of XXXX he later told her that he needed her to send excess to this employee instead because thus employee needs money to do the job. She became nervous having that kind of money so she asked me to call our bank USAA and verify funds ok. This is where the USAA catastrophe began. On XXXX XXXX, XXXX I called USAA at XXXX XXXX and spoke with a lady about making sure check was ok because usually checks like that are held till go through but this one was not. She stated at least 3 times the check has cleared his bank and can not bounce ... I repeated several times " are you sure '' to which she stated yes it can not bounce. So trusting USAA my daughter went on with withdrawing cash to send money orders. On Friday XXXX XXXX, XXXX my daughter went into her account and noticed that the check had indeed bounced after being told it could n't. This left her negative whole check amount -XXXX she had in there. We immediately called USAA to file scam/fraud complaint with a man representative at XXXX. I again called at XXXX to ask why that lady told us it had cleared and how the bouncing of check was possible ... he stated the check was supposed to be held and that she does n't have authority to say that, other then that he said he does n't know why that happened. We gave him the information. We explained at XXXX XXXX police dept waiting to file crime report. He told us to send in police report case number and USAA will reimburse the money to our daughter within 45 days. I began doing some investigating on own and revealed that this was a crime ring going on from all over USA with this particular legit realty company in XXXX being victimized also ... they had checks stolen and reproduced ... .one man arrested but not giving up others at that point ... so all in all relating to my daughters case it is ongoing between 4 states ( XXXX , XXXX , XXXX, XXXX ) and those police departments. XXXX will not extradite because it only extradites violent criminals not financial but XXXX id looking to extradite anyone involved. There are warrants out in XXXX XXXX if anyone bothers her or comes here and is involved in case. All this info given to USAA via documents sent and over phone as well as sent to yall in this complaint. I sent crime case info to USAA Monday XXXX XXXX via USAA App and received message sent ok. I called on Wednesday XXXX XXXX, XXXX at XXXX XXXX to get update and lady at USAA told me documents were received but no record of any complaint filed. What the? I had to resubmit complaint with her again. I was angry and hurt so I requested copies of tapes ( they say they tape all calls for quality assurance ) from XXXX and XXXX. she put me on hold for minute or so and came back and stated she could not find any record of calls or any tapes. Imagine that,,, this is where all the lying on USAA part continues because apparently they do not tape all calls and do they really believ you and I are stupid enough to believe those specific tapes have magically disappeared. On another thought they may not have records of all my calls but iam sending with this complaint all my phone records to show all the calls I made during this craziness. oops they forgot it is age of technology and lies always will surface. Well wish that was end of it but this was just the surface of USAA unethical, lying, wrongful ways. We continued our lives as usual keeping in contact with USAA getting the run around that it takes up to 45 days yada yada yada. My husband got paid on Thursday XXXX XXXX direct deposit ( our only source income ), We have most monthly biils come directly out and use money for medical needs and food for family. I used my debit couple times during XXXX span without problem. On XXXX XXXX. XXXX me and my husband went to XXXX to get groceries because we were almost out food and our debits declined ... we were confused because husband has high paying job and he just got paid.. so we wrote check which went through. We incurred many returned fees do to this and had to open new account elsewhere and change all direct deposits / bills coming out directly - which was a waste of our time and should have never had to happen. I tried to look at my APP but I was blocked from looking at accounts so I immediately at XXXX XXXX called USAA. I was transferred to fraud department where I was told all our accounts were frozen do to overdraft on daughters account since my name was on both and that they were on " Credit only status '' meaning only money could go in nothing would come out. WE were never given warning that this was to happen so we were unprepared to get bills paid and new account set up - unethical, They did give me access to view my accounts for couple days before that was revoked. We were baffled because we had move from XXXX recently and there any accounts with multiple names can not be touched unless both parties involved in whatever going on. We explained that we had medical needs for XXXX XXXX XXXX and needed food to feed family, we also explained our bills needed to get paid and that is all the money /income we had. That went on deaf ears - they ignored all that and did n't have one ounce of concern/ care. I contacted a local attorney who does n't work in the finance field but has helped us somewhat along the way - he is one reason I 'm doing this complaint. I was in contact with USAA constantly. Many times sent from one person to others or they were having technical difficulties and couldnt help me at that moment. during some of those calls I asked how if on credit only status they could keep excess money and not let me have it for medical needs/food ... I only got that they can - makes no sense. I also several times asked if on credit only status could they take out insurance premium ... after week of asking they took premium back to save face and not give me any more leverage against them.. I also stated several times that they cant keep me from seeing my account because that is my right to know whats happening so they eventually gave me that right back to save face. I called 4 times to request to speak to crimes unit and was told I could n't they would tell unit I wanted to speak to someone and the unit would call within 24-48 hours,,, of course more lies ; as you can tell bu phone records not once did I ever get call from USAA. On fourth request I was told by a lady that there are no records of me calling in ( Hmm records do n't lie like USAA ) but that unit will decide whether to call or not. What the heck you mean to tell me you put my life in the hands of a unit that does n't even have to communicate with me - that is ridiculous and unacceptable!!! Finally after there supposed investigation ( which we know never really occurred because they feel legally protected ) they sent letter stating my daughter was at fault - a XXXX year old who XXXX XXXX XXXX and works part time ; XXXX XXXX ; never any trouble with law or institutions etc- and USAA wants to paint her a criminal ... That is also biggest reason I 'm filing complaint!!! I cant believe a bank has that much authority over police departments to make that assumption when proof states otherwise ... when I asked USAA why decision was made I was told because " crime unit can legally make that decision ''. So essentially we have been victimized twice ... the first came from the criminals victimizing my daughter ... second came USAA victimizing not just her but my whole entire family which is far worse then the criminals themselves. I am so disgusted! first off after speaking with many people I know that own businesses ... they all state that an employer is ultimately accountable for what their employees do on job ... but instead of USAA taking responsibility for their lady telling us check cleared they lied about tapes and our calls. After all the unethical doings and crime stress got to us financially, physically, medically, etc. we decided to pay off debt to USAA so on XXXX XXXX I called USAA again and spoke with XXXX to transfer from our account to daughters and to close both accounts. she transferred money to clear daughters account but stated I would have to call in 24 hours to close. 24 hours later on XXXX XXXX I called and closed both accounts with USAA. On XXXX XXXX, XXXX accounts were closed and off my USAA App. You would think that would be the end of it but nope same ole USAA antics. On XXXX XXXX, XXXX USAA decided on own accord to reopen our account without our permission ( which seems a little illegal ; that seems like identity fraud ) and accept a debit from before all this started. Now if they could turn away all our bills that directly came out and return any debits/checks during craziness then they should have done same with the final debit not take own hands to open a bank account that we closed. Its so sad that USAA would rather be only legal with no sense of ethics ... that they would rather lose lots business then do whats right. Its sad that this had to come to this ... a little work and communication can prevent a lot of bad feelings and loss. Its sad that they do n't stand up to standards they claim to possess. The angry /devastated me had it set up to have 2 police officers escort me in XXXX XXXX at their offices to make them listen to me but the rational good me knows they have n't listened yet and that to would have gone on deaf ears. I need to protect families from this happening to them ... people need to know not to have USAA as only financial institution because they are at serious risk to lose everything ... things are n't always as good as seem on outside/ tv commercials ... An attorney told me that legally USAA is probably safe ( ill check into that here ) but ethically they are disgraceful and so unethical, he stated that sometimes they need to be reminded that just being legal and not ethical can have ramifications to business, I believe that people would much rather do business with a company with ethics/values then just getting by legally - That the devil can hide behind a suit/dress and desk. Someone said to me Karma will always win and they will one day mess with the wrong person but I want to stop these unethical practices before it comes to someone getting hurt, A friend of mine who has ties with a banking commission recommended I go this route first in order to invoke changes in laws and to try to try to make a difference before going to news /media outlets so here I am,
Company Response: Company believes complaint is the result of an isolated error
State: TX
Zip: 799XX
Submitted Via: Web
Date Sent: 2017-06-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-08
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: USAA h as lowered my credit limit to {$3000.00}, way below my current balance of {$8000.00} and immediately reported this to the credit bureaus causing m y credit score t o drop XXXX points fo r the XXXX time in last XXXX . It is their attempt to force me to pay a higher monthly payment. This is the XXXX credit card with USAA w hich they lowered my credit limit below my current balance and reported this negative information to all XXXX credit bureaus. I belie ve USAA has t argeted me for some reason and are deliberately ruining my credit history causing me higher rates for insurance and causing other creditors to follow suit. I have had this credit card for approx. XXXX years and have NEVER missed a payment. Further, I have never missed a payment with any account in my name my entire life. I am XXXX years of age and never have I had any kind of negative information reported to my credit report, However, in the last week USAA ha s wrongfully report ed XXXX separa te negative items to my credit report.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 48322
Submitted Via: Web
Date Sent: 2017-06-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-11
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My complaint is against the USAA mortgage procedures and the people who work in the USAA mortgage refinance section. I have been a member since late XXXX . I am presently retired and purchased my home through the XXXX XXXX XXXX . I never had a problem with the XXXX XXXX XXXX . My trouble started when I refinance the house with USAA a bank located in Texas. The latest to the series of unprofessional practices happen recently when I tried to refinance the house once again. To keep things short ; the USAA Mortgage section without informing me or calling me just simply change, on their own, the loan amount. It was raised by {$1700.00} and my closing fee increase by 400 %. I am sure they hope I would not notice it. The loan should have been lower since five days before I made another payment to the bank under the present loan reducing my principal, but they increase the loan amount. All of this without previous notice and on the same day the title company notified me that closing is next. No heads up and they did this a couple of days when we where suppose to close who do they think they are? Am I supposed to sign a contract that they keep changing to hours before we close? I should have known since I was unable to speak with the loan manager. She conveniently made herself unavailable routing me continuously to other several individuals who where clueless about my refinance. They were automats who did things according to their method-operandi without any regard, respect, understanding, listening to me. It was difficult the hold way. No one person , USAA contractor , had the authority to listen just the original loan manager had the power but was unavailable all of the time. Anyone who feels they have to re-finance and you are pushing XXXX , I STRONGLY suggest go somewhere else. This people feel that if you are old you can be taken advantage. Beware - USAA have change a lot and they rather have a pound of your flesh than to respect your needs. They should not be allowed to operate.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OK
Zip: 73135
Submitted Via: Web
Date Sent: 2017-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-05
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: I had a {$2000.00} secured credit card with USAA since XX/XX/XXXXNo late payments & perfect payment record. In XX/XX/XXXXI was overwhelmed by debt & filed for bankruptcy. Unknown to me my USAA account was included in the Bankruptcy. Shortly after filing USAA sent me a letter stating that my account was now closed with them.
I called them & asked what happens now. They told me that I owed them about {$700.00} and they would subtract that amount from the {$2000.00} credit on the account & send me a check for about {$1300.00}. I waited for this refund XXXX thru XXXX. On XX/XX/XXXX I called them & spoke to a rep named XXXX & I asked what the delay was in me getting my refund. I was told that the exact amount of my refund was {$1200.00} and I would receive it in 3-5 business days. That never happened & as of today XX/XX/XXXX it still has n't happened. I have made over 20 calls to USAA & spoke to XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX XXXX. No results. In desperation I paid {$28.00} on XX/XX/XXXX to overnight the CEO of USAA, XXXX XXXX pleading for my money. I spoke to XXXX, XXXX, XXXX, XXXX & XXXX XXXX all from his office. XXXX assured me the " check was in the mail '' onXX/XX/XXXX. As of this date XX/XX/XXXXit has not arrived, nor do I expect it to. What a disgraceful outfit.Company Response: Company believes complaint is the result of an isolated error
State: FL
Zip: 329XX
Submitted Via: Web
Date Sent: 2017-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-15
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: XXXX XXXX I was th e victim of identity theft / credit card fraud. I pay for the identity theft and monitoring service through USAA as well and followed all directions provided as well as all requested from USAA ban k. Provisional credits were issued on both my affected credit cards and checking account. However, on XXXX card the charges were charged back to me, only to be credited back yet again. At which time USAA sent documentation that all credits were permanent. However, a year later in XXXX XXXX without notice, explanation, or even contacting me to t ell me USAA decided to charge back only XXXX of my affected credit card accounts for the finalized fraud/billing dispute a year prior. This is in violation of Paragraph 13 ( c ) ( 2 ) of Subpart B 1026.13 ( c ) ( 1 ) Effective D ate : XXXX / XXXX / XXXX of Regulation Z.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-12
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I have had this account since XXXX XXXX . I always ( ALWAYS ) m ade on-line payments through my bank - XXXX XXXX . USAA always ( ALWAYS ) accepted these payments until XXXX XXXX . In XXXX XXXX , they accepted the payments and then unbeknownst to me returned them to my XXXX XXXX checking account. In XXXX XXXX , I realized the payments were being returned directly into my XXXX XXXX checking account. USAA NEVER reached out to me. Now they have closed my account, and my credit has taken such a big hit I probably can not get a student loan for my daughter 's college tuition. I have complained to USAA , yet no one really hears what I am saying. They simply think I am in the wrong without looking at the facts. In fact it feels like no one gave me the time of day. I sent them plenty of proof.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91324
Submitted Via: Web
Date Sent: 2017-06-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-15
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: XX/XX/XXXX I was a victim of identity theft, credit card fraud, etc. The bank issued credits for all the fraudulent charges, reversed them, then re-issued them after some trouble. The provided letters saying all credits were final ~11 months ago. Last month, they decided to charge me back for all the fraudulent charges only on XXXX of my affected cards. I only know this b/c I saw the charged labeled only as " transfer adjustment '' with no other information provided and called in to inquire as to what these. I then asked for documentation for each charge, as well as a justification. To follow up on XX/XX/XXXX I received written notice from USAA that my email requesting an explanation and any/all relevant information be provided. To this day I have received anything. It 's taken more than a month and 20+ phone calls with over a dozen written and verbal requests for documentation. Each request I was notified it would be sent to me. Yet no one was able to actually give me any information. I finally got in touch with someone at the CEO 's office who informed me I needed to speak to XXXX . I left over a dozen voicemails for her, and spoke with many associates, including ones in her department who informed me they were unable to reach her but they would be sending her a message to call me back asap as well as my request for documentation. These calls were on and not limited to : XX/XX/XXXX XXXX XXXX XX/XX/XXXX XXXX ( Executive Resolution Dept ) XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX ( CEO ' s office ) XX/XX/XXXX XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX ( CEO 's office ) These are just from the past few weeks and does not include the countless voicemails I left myself.
Finally I was able to speak with XXXX who informed me USAA did not have to follow the consumer protection laws due to regulation Z. I inquired as to where/what that was. To which the reply was regulation Z, it 's just regulation Z. It supersedes all federal civil protections. I asked if it was in the credit card agreement which I was looking at, to which she said yes. I asked where, she said she didnt know and didnt have it in front of her. I found no mention of a regulation Z anywhere. Furthermore, she admits she did not immediately call me back despite my many attempts to reach her, also stating she never received any notice of my request for documentation, justification or call back requests. This is odd as, USAA responded via email to my request saying they would forward my request to her several times in the previous 4 weeks. She then admitted seeing how originally I was credited for the fraud, then it was charged back, then overturned again and finalized, only to be charged back to me a year later. She offered no information, justification or reason. She simply said they decided to terminate all relationships with me and exercised their rights. She stated she did not know I had disputed the charge back, despite USAA sending me a letter informing me my dispute re-affirmation was complete.Which is also weird because I still have not been able to speak to anyone at USAA regarding these issues directly. So in all, my dispute is USAA 's failure to provide any advance notice, timely notice, any and all relevant documentation, or provide detailed justification for adverse actions taken immediately after exercising my rights under the Consumer Protection Acts. Furthermore, USAA has failed in responding or even communicating in a timely or respectable time frame or manner.Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A