Date Received: 2017-06-05
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: USAA failed to put on their " home '' page of their website that they cater to military personnel and their families when it comes to applying for credit cards. I input my personal information on their website only to be informed that I was not eligible because I was not of military background. I spoke with a representative and requested that they disregard my information as I found their website misleading she stated they have to keep it. I told her the website needed to state on the " home '' page only military personnel and /or family members of military personnel are eligible to apply for a credit card. I want my information shredded and USAA to put on their home page who is eligible to apply for a credit card.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 43213
Submitted Via: Web
Date Sent: 2017-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-05
Issue: Struggling to pay your loan
Subissue:
Consumer Complaint: My loan was charged off by USAA back in 2016. I have reached out numerous times and placed on 45+ minute holds in order to gather information about my charged off debt. I have been transferred to a department by the Member Debt Solutions team to provide me information, as well as tried to email and call XXXX XXXX to see if he could route me in the appropriate direction.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 221XX
Submitted Via: Web
Date Sent: 2017-06-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-05
Issue: Struggling to pay your bill
Subissue: Credit card company won't work with you while you're going through financial hardship
Consumer Complaint: I hit a financial low in XXXX 2016. This card was active and paid on time, but USAA closed the card due to my having a charged off loan with them, even though this account was in good standing. I am having trouble maintaining the payments. I was recently offered to have a late fee removed, but that was it. I have explained my hardship, but no representative offered any solution to help me be able to adequately repay my debt.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 221XX
Submitted Via: Web
Date Sent: 2017-06-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-03
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: On Monday, XXXX XXXX, XXXX, I applied for USAA 's XXXX XXXX XXXX XXXX XXXX XXXX through its website. While I was in the middle of my application, after correctly answering XXXX identity questions ( the color of my SUV, what address was associated with me, and the County where that address is located ) I clicked " Next '' and its system awkwardly took me to a login page, after I logged in, the page showed a two-line ERROR about it not being able to find the application or something in that regard, and that was it ... no message about the application, no email, nothing. Knowing that when you apply for a credit card the bank does a HARD inquiry on your credit report, I did not want to risk doing another application and getting another HARD inquiry, so I called USAA and a representative told me that he was able to see a pending application in the system, but no other information so he asked that I call back on Tuesday due to the XXXX XXXX holiday. Instead of calling, I sent USAA a message through its site indicating the situation I experienced during my application and asking for a status on it. On Tuesday, XXXX XXXX, XXXX, I received a reply from USAA saying that my application had been supposedly declined because they were n't able to verify my identity (!? ). Of course, this response surprised me because this has NEVER happened to me before and I did the application from within my USAA account where USAA even prefilled all my information from its system. I called USAA as soon as I left work and a female representative on the credit card application department answered. After I explained what had happened, she decided to transfer me to USAA 's Executive Resolution Team ( ERT ). " XXXX '' answered the phone at around XXXX XXXX CST or so and after I again explained everything, while adding that the only thing I could think of was an XXXX XXXX Alert I had placed on my report some months before, she told me that, indeed, the issue had been supposedly because of said XXXX XXXX Alert. She then assured me that USAA had not done a hard inquiry on my credit report and recommended that I apply again. That did not make any sense, so I called XXXX and sure enough they informed me that USAA had in fact pulled my credit report ( done a hard inquiry ) and that the XXXX XXXX Alert on my file was not active anymore ( it expired around XXXX XXXX ). So, essentially, I was provided misleading information on both fronts.
I called again the same day and " XXXX '' from the ERT answered at about XXXX XXXX CST or so. Again, I explained my situation and she started insinuating that my application might have been declined because I did not properly answer the identity questions. That did not make any sense, since I am 1000 % sure I answered correctly ( very EASY questions ) and their system did not say anything nor provide any message indicating that they could not complete the application for y or z reason, it showed an ERROR, which is not normal. " XXXX '' then called USAA 's underwriting department and was supposedly told that the reason for declining my application was that there was a " FACTA Alert '' on my report and that I needed to call XXXX to remove it and apply again. That no matter what, I had to apply again. After I pushed on that nonsensical idea, she told me that the underwriter informed her that they had received credit information from my XXXX report, like my credit score, and that USAA had in fact done a hard inquiry ( contradicting the first representative " XXXX '' ). So, if I had missed any identity questions as she insinuated, how in the world would XXXX provide USAA with my credit information?? Did NOT make any sense whatsoever! Anyhow, just to be sure, since I had NEVER heard or requested anything called a " XXXX Alert '' for my credit report, I went ahead and called XXXX again. XXXX representative " XXXX '' informed me that there was NO ALERT OR BLOCK of any kind on my credit report that prevented XXXX from providing my financial information to USAA and confirmed again that a hard inquiry had been done on my credit report by USAA on XXXX XXXX, XXXX. With this information, which AGAIN contradicted the information provided by USAA, I called USAA and requested to talk to the ERT. " XXXX '' answered the phone at around XXXX XXXX CST. So, I again explained my ordeal to him and he, again, started to insinuate that it was probably me who answered a question incorrectly and that I would need to apply again and get another hard inquiry in my credit report for the NONSENSICAL claim that they were n't able to ID me!? Of course, I was NEVER going to apply again for that or any other USAA card and get another hard inquiry in my credit report, so I pushed, again, against these nonsensical claims and XXXX, kind on a dismissive way, said he would call underwriting again to hear from them directly since what I was telling him was supposedly not reflecting on the notes on my record ( nice way of saying he did not trust me ). So, he called and then he came back in the line and sure enough said he had " kind of good news. '' The underwriter he talked to actually said there was no such thing as a XXXX Alert on my record ( another instance of misinformation from USAA! ) and that after reviewing my file she ( the underwriter ) had noticed that there was actually an APPROVED card originating from the botched application " coming '' through their system for me that was not reflecting yet on my USAA account (!? ). XXXX said he had never had such a situation. The underwriter told him that he needed to contact the IT department to fix the issue with the card not reflecting in order for everything to be set. XXXX said that as soon as he finished my call he would call IT to get them to fix it and that he would get a TICKET NUMBER from them and add it to the notes on my account. He asked that I waited until Friday, and that if the card had not reflected on my account by then, to call the ERT again so that they could reference the ticket number and call IT again to follow up. He acknowledged after I asked him specifically that my application for the card had been approved and that it was only an issue with IT fixing the situation for it to be processed and to reflect in my account and be sent to me. All of this can be confirmed by listening to the calls that USAA recorded. On Wednesday, XXXX XXXX, XXXX, I called USAA again after leaving work to make sure that the TICKET NUMBER that XXXX said he would add to my account was in fact there and the process was moving along. I called the credit card application department and explained my situation to the representative. She acknowledged that the ticket number was in fact added to my account and she then volunteered ( without me asking for it ) to call IT to find its status. She said IT was working on it and that she would call me later with any additional information. She called me at around XXXX XXXX CST to tell me that ( surprise! ) the IT department had supposedly closed the ticket and told her that there was nothing they could do and that I needed to apply again and essentially take another hard inquiry from USAA if I wanted the card. I protested and requested to speak to the XXXX. XXXX came into the line and after I explained my issue again and he read the notes, he repeated the same reasons and possibilities I had been given during this ordeal. He said the underwriting department was already closed ( it was around XXXX XXXX CST ), he called IT to see if they could reopen the ticket, but was told that they were getting the same decline reason of not being able to ID me and could not do anything about it. XXXX then tried to call XXXX himself to verify some information, but was unable to get through. The only resolution that XXXX offered was to show me a USAA Consumer Report Dispute Form and suggested I submit one to have USAA request to XXXX XXXXhat my hard inquiry be removed from my report. Although I can not get back the 3+ hours I have wasted on this ordeal in the last couple of days, at least USAA removing that hard inquiry would make things right for me and allow me to apply again with a representative to hopefully make sure that this does not happen again. I also want to say that although sometimes I felt that I was being blamed by some representatives for this issue with USAAs site essentially botching my application, all of them behaved professionally and were respectful throughout my conversations and truly tried their best to correct this mess that was NOT their fault. Again, I also want to stress that I have NEVER been denied credit for the reason USAA claims they had to decline my application. I had NEVER had any financial institution tell me that they could not identify me. I checked my personal information on the XXXX report and all of it is up to date and correct. This was obviously a result of USAAs system botching my application because of an ERROR.Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78254
Submitted Via: Web
Date Sent: 2017-06-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-02
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I am a XXXX Veteran who is on a fixed income. I have been a member of USAA for over 10 years and the level of service and malice to the XXXX XXXX community and veteran community should be widely addressed. I have never had an issue with them until recently when my monthly deposit was made to the account and I was unable to retrieve my funds. Without warning of written notification, my account was locked due to me owing them {$35.00} in my savings account, which I was unaware of but would have gladly rectified earlier on if I knew it existed. So to my surprise when I called to get the matter handled I was told that I have to w ait 3 business day s in order to use, withdraw or pay any bills from this account. No matter how far up the chain of command I went even to the point of tears. No one can help me. Its set in stone the computers would not allow them to override it. I express to them that this is all the money that I have and that I have my monthly bills coming out of this account, so I asked them, will the checks that are about to hit my account cause my account to be overdrawn and will I be charged for it? and the answer was unfortunately yes. I even offered to make the {$35.00} deposit at a branch if that would speed up the process. And was told that I would still have to wait th e 3 bu siness days. I ca n't believe that a bank is allowed to freeze your monies in another account based off you owing in another??? is n't that what XXXX XXXX just got penalized for their debt collection practices? As to date I was told to wait the 3 working days, which today is Friday and does n't count, in order to retrie ve my funds. Ohh I was told an alternative was to open a credit card account with them and that can get me money faster.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20601
Submitted Via: Web
Date Sent: 2017-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-02
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I 'm XXXX USAA closed my account because someone stole my account information and deposited a check into my account. I advised them it was not me and provided my drivers license and even asked them when I was notified a check was deposited that it was not me and to please stop the check or close and reopen my account. I never heard or received warning and my account was closed. My dad has been with them for 30 years he added me with USAA now I 'm blocked f rom them and it 's making me look horrible when trying to open a bank account. I called XXXX XXXX to see if they can relook at the issue and heard nothing. I wa s with USAA for years an d never had a problem.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33647
Submitted Via: Web
Date Sent: 2017-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-01
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: On XXXX XXXX XXXX , I submitted two payments to XXXX USAA credit cards for XXXX XXXX posting. One for {$50.00} and another for {$350.00}. The {$50.00} payment posted on XXXX XXXX and was available for use on XXXX XXXX . The {$350.00} payment was placed in a pending status, the funds cleared my XXXX account on XXXX XXXX , but the service representatives I spoke with on XXXX XXXX did not do anything to make the funds available. Because of this, my daycare payment will be late and I will be charged a lofty late fee. In nearly 8 months of having both of these credit cards, neither has ever had a hold placed on a payment for more tha n 1 business day ( hence m y reasoning for posting a payment for XXXX XXXX - to give it 2 days to post ). The representative and his superviso r ( XXXX XXXX and XXXX XXXX ) were only able to tell me that this was standard USAA practice to place funds on a 7-8 business day hold and there was nothing they could do.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32503
Submitted Via: Web
Date Sent: 2017-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-31
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: USAA Federal Savings Bank has been sending documents to an incorrect address. My physical address is NOT my mailing address. On XX/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 inXX/XX/XXXX.
Attached are all relevant documents that USAA Federal Savings Bank has provided to date. I was also expecting copies of any and all documents substantiating that I am in fact a co applicant. All documents provided are unsigned and have a street address where I live but can not receive mail.Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 44202
Submitted Via: Web
Date Sent: 2017-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-31
Issue: Managing the loan or lease
Subissue: Problem with additional products or services purchased with the loan
Consumer Complaint: In XXXX 2015, I an d m y Father refin ance my car wi th USAA Auto Loan and included in the that refinancing an insurance of debt protection insurance what would cover both of us if either of us had disability a nd/or death that the car would be paid in full. My father unfortunately passed and I became totally XXXX . I sent in all documents to USAA, death certificate as well as authorized them assess to my medical records. USAA, in turn, cancelled the policy and back dated payment then stated that they notified me of this information which did not occur. According to the policy, the car was to paid off on full with either condition occurring, not a policy cancellation. I asked for help with situation to get USAA AUTO to fulfill their part of this contract of paying this loan off. They now contacted others that are not on the loan stating that the vehicle is up for reposssion and has negative reports on my credit which should not when the contact clearly states what should occur. This has been a disservice to my family and I have been a member for years. I was not even notified by them of the issue I was told by other individual they told that was not on the loan ( poor consumer relations ) .NO ONE, NO ONE CONTACTED ME. I had to contact the company and none of information has changed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28306
Submitted Via: Web
Date Sent: 2017-05-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-27
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I am unsure as to where to start with this ongoing issue I have been having with USAA. However, it started in XXXX 2017 . On the XXXX , I noticed some fraudulent activity with my Checking account and filed a fraud case and had my bank card suspended and replaced. The bank told me on or about XXXX XXXX or XXXX that they were no longer conducting business with me and that the fraud case would take up to 75 days and that my funds would be available to me after the case was over. The end of XXXX I realized that my XXXX check had already been sent to USAA and I spoke to them on that day ( XXXX XXXX ) and the XXXX of XXXX to try and figure out what I could do as far as the funds of my check. I was informed that I was to wait 60 c alendar days. I called last week, XXXX XXXX , and was asked to call back on the following Monday, XXXX XXXX . I called again and was asked if it would be okay that they call me back with a resolution, when and if found. I accepted. I did receive an email the beginning of XXXX ( the XXXX to be exact ), that the Fraud case had been resolved and nothing on my part to do because the transactions were not mine. Today, XXXX XXXX , I received a letter in the mail that my 'USAA Federal Savings Ba nk Accou nt ', bei ng the Checking Account # XXXX was being closed as of the date of the letter, XXXX XXXX , 2017 . I have been calling XXXX and then in XXXX about my funds sent from Veterans Affairs and whether they can send me my money to my new banking account or not and am still awaiting an answer. With the letter, I continue to be told to call if any questions. Up until now there is no resolving this issue with the bank 's customer service because the run-around does not stop with them but only continues after being placed on hold for ab out 15 minutes at the least, each time, at least once.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30909
Submitted Via: Web
Date Sent: 2017-05-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A