Date Received: 2017-05-10
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I never do this but my disappointment in USAA is extreme. I have been a member for 20 years. I was an employee for 6 years, and for the life of me I ca n't understand the way this bank has changed. Today I made a mobile deposit using a money order. Without prior warning before the deposit, my funds were put on hold for a week. I make this same transaction every month to pay my rent but for whatever reason this time my funds have been placed on hold. I was transferred to the executive resolution team and was told they will review for an exception. I was denied this because, I do n't deposit enough money to get the exception. What kind of treatment is this? I have a direct deposit every 2 weeks, and the solution I was given is to apply for a USAA credit card or borrow the money. Unbelievable USAA. What is the difference between you and XXXX XXXX or XXXX or any other big bank that only cares about their profits. Do you even remember what it means to serve? What does XXXX stand for USAA. Lesson learned. Sure my rent check will be returned and you will charge a NSF fee as well as whatever fees my landlord is going to charge. Thanks XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80013
Submitted Via: Web
Date Sent: 2017-05-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-10
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: I am writing to express my disappointment and increasing lack of faith in USAA. I have been a member for more than five years and have chosen USAA as my primary financial institution during that time, despite that choice not always being the easiest. For most of those years, I felt valued. I have since come to feel as though Im not as important as your military members. I consistently have had to fight for eligibility for new banking products because of my membership ( second tier, it seems ). Yet, I have done so again and again, because I chose USAA. I no longer feel USAA reciprocates that mutual relationship. I applied for a credit car d in 2015, an d after jumping through hoops to gain approval, received said credit card with a limit of, I believe at the time, less th an 10,000. I have sin ce used the credit card responsibly, paying the balance each month, evidenced by my history. A few months ago, I heard through a friend that was a USAA member, that the bank had offered a new cash back credit card and called in to apply. I was initially advised to raise the limit on my credit card, but that unless I had received the letter, I was not eligible for the new cash rewards card. The rep suggested calling back in a couple of weeks and at that time I could apply as I would certainly qualify. The rep assured me the new limit ( {$14000.00} ) would not negatively affect my ability to apply for the new card. I then ca lled back a few weeks later and was on the phone ( as you can see from your records ) for three ho urs. I was transferred to many people who didnt know how to handle the application. Finally, someone took information over the phone and advised I was declined, but couldnt tell me why. I so hope you have that recording. The letter I received advised the reasons for the de cline which were all reasons caused by the inquiries made by USAA to my credit! What has since ensued is gross incompetence on behalf of your employees that has directly, and negatively affected my credit. I have been on calls for hours, been lied to directly, or faced ill-informed employees about transferring my credit line. I have had repeated inquiries pulled, only to be ultimately declined due to USAA having extended the maximum credit and too many recent inquiries. What is inexcusable is every one of those inquiries was performed by USAA employees to gain approval for this card. Those inquiries have dropped my credit score below XXXX . This situation has escalated from poor customer service to deceptive and unfair practices by a financial institution I once trusted. I urge you now to review this situation and I request immediate remediation of the inquiries performed by USAA, and for USAA to stand by their original promise that I would be approved for the cash back reward card. I understand the tiers within your organization for insurance products, etc., but I am a member, in good standing of your BANK, which was made open to me at the time. I dont think its too much to expect the same treatment as military members of your bank, as that was what I was promised when I joined and moved my primary accounts to USAA. Please let me know if that isnt how you view my membership. I know what I was promised when I joined, but I know how Im currently being treated and they are vastly different.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-05-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-08
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: To whom it may concern : I am disputing a late payment that was reported by USAA Savings Bank back in XXXX -2016, Credit Card number : XXXX ( I believe the bill was for XXXX 2016 ). The reason for the dispute is because I did not receive a bill at the time when my credit card was charged due to moving in XXXX 2016 from XXXX XXXX XXXX XXXX , Texas XXXX to XXXX XXXX XXXX XXXX , Texas XXXX . Furthermore, when I finally received a bill forwarded from my old address in late XXXX -2016, I immediately notifi ed USAA of my new address where I then paid bill in full. I then escalated matter with USAAs management team where they updated my new address in their database. While speaking to a USAA manager, I then asked if they contact their credit cardholders when a bill is late and she advised they do not call cardholders for late payments. The manager explained that it was my responsibility to notify USAA when I moved and I advised that I just had moved and was going to notify USAA but was busy moving. Additionally, I told her that I did n't even know that I had a bill outstanding as the company that charged my card had my account number. It is also important to note that prior to this late payment being reported by USAA, my credit score was i n between XXXX , which is a perfec t credit score rating t hat has taken my entire life to earn for being a responsible person who pays their bills on time. Since then, my score has substantially dropped by over XXXX XXXX points due to USAA not notifying me of the past due bill. Enclosed, please find a copy of my lease from when my lease was executed in XX/XX/XXXX 2016. However, I did not move into my new address until late XX/XX/XXXX Any further questions, please feel free to give me a call. Yours truly, XXXX XXXX XXXX XXXX XXXX Email : XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75035
Submitted Via: Web
Date Sent: 2017-05-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-07
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: Previous complaint XXXX regardi ng USAA. I had been a customer of USAA for many years. In XXXX I went through a divorce and was financially devastated. I had an auto loan and a credit card with USAA that I could no longer afford to pay. They auctioned my car and I was responsible for the remaining balance. After a long period of time, accounts went to an outside collection agency. I dont have the name of the agency but I worked with them to settle both debts. It was VERY CLEAR these were settlements, not payment plans as I knew they were done when all my payments were made. I believe it was XXXX when my payments began. My name at the time these debts were incurred was XXXX XXXX . The only other information I have is XXXX USAA account number ends in XXXX and the other USAA account number ends in XXXX . I paid both debts faithfully, auto deducting from my checking account bi-weekly. I have evidence from my bank that every payment was made and the last payments made were XXXX XXXX . In XXXX XXXX , I got a call from a collection agency regarding this SAME DEBT. I advised these had been settled and paid as agreed. They said they had not and they would continue to collect. I do n't have any of the settlement paperwork since I have moved my home and thought it was over. Now, both of these balances are accruing interest every month and reporting > XXXX days past due every month. I paid these accounts per our agreement and I need the credit bureaus to be reported as such and STOP TRYING TO COLLECT ON DEBT I ALREADY PAID!!! This is illegal!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: UT
Zip: 840XX
Submitted Via: Web
Date Sent: 2017-05-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-04
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: I have been back and forth with both XXXX XXXX and USAA about bank accounts that have been opened in my name. Neither of these accounts did I open nor did I authorize anyone else to open. I have filed a police report as well as a report with FTC, however the banks fraud departments are telling me that the accounts will remain. I have told them over and over I am a victim of identity theft.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 756XX
Submitted Via: Web
Date Sent: 2017-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-04
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I have been a member o f USAA for six y ears, and am an XXXX XXXX Veteran since XXXX , having served XXXX XXXX for five years. In XXXX of XXXX , after several years of great service with USAA, I took out an auto loan with USAA after a total loss on a previous vehicle. While initially all seemed to be going well with the loan, at some point after loan origination, an error occurred with the banking and USAA was attempting to withdraw my monthly payment from m y USAA Checking ac count, even after several calls to explain that my payments were to be coming from my external XXXX XXXX XXXX checking account. Then twice, the payments withdrawn from my XXXX XXXX XXXX checking were reversed, because USAA had misinformed me via phone when giving me information as to how to set up external payment accounts for my auto loan, and which account numbers to utilize. On several occasions in XXXX and early XXXX XXXX , USAA Auto Loan representatives phoned me regarding my auto loan payment issues, walked me through the process of correcting this issue, and stated " all was set now '' and that the issue was corrected on their end. My domestic partner, with whom I reside, is witness to these phone calls, and I have my XXXX XXXX XXXX XXXX statements which clearly show and prove the attempted withdrawals to pay my USAA Auto loan monthly. This entire issue was due to misinformation provided by USAA Consumer Loan representatives on multiple different phone calls. On XXXX XXXX , XXXX , after receiving yet another mail correspondence that my auto loan was delinquent, I phoned in and attempted to resolve the issue with an Executive Resolutions specialist, who informed me that it was not a USAA error and therefore refused to retract th e 30-day late negative credit reporting. I then escalated the issue to the Office of the CEO, and was contacted on XXXX XXXX , XXXX , from a CEO Correspondent who once again stated that she was unwilling or unable to retract the 30-day late credit reporting as it was my error, ev en though it was not my error due to misinformation provided multiple times by USAA Representatives. While I continued to attempt to resolve this and point out the issue with the USAA CEO Correspondent, it was to no avail, and I have opted to file a grievance with the Consumer Financial Protection Bureau. At this time, it is clear tha t USAA is incorrect in their statement that this was my error, and I am disputing this negative credit reporting of 30-days late. As an aside, I find it extremely distasteful for USAA to refuse to assist a military Veteran and longtime member with the first and only issue of this nature ( one alleged late payment ), especially given that this was not an intentio nal late or slow payment, and resulted from misinformation provided and confusion from multiple phone calls with USAA Auto Loan r epresentatives. I have worked extremely diligently to protect my credit, all while serving my country and working to attain higher education post-military service, and I am requesting this be reviewed and rectified as soon as possible. Attached you will find a copy of my recent checking statement with XXXX XXXX XXXX XXXX , where you will note the attempted transfers/payments to USAA for {$410.00} -- the amount of my monthly auto loan payment to USAA. At this time, I am requesting an immediate retraction of the reported 30-day la te payment on my auto loan with USAA due to the information provided within this complaint.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 900XX
Submitted Via: Web
Date Sent: 2017-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-03
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I have a Credit Card with USAA, opened XXXX XXXX , XXXX with a credit limit of {$13000.00}. My balance is {$12000.00} I have made all my payments timely and violated no policies with USAA. I have over 30 years credit history NEVER EVER missing a payment on any account i have ever had. However, USAA lowered my credit limit from {$13000.00} to {$7600.00}, placing my account more than {$4500.00} over the credit limit This action has caused my credit score to drop dramatically by more than XXXX points This action also forces me to pay well over the average daily balance percentage agreed to in my contract with USAA. USAA 's action has caused my " credit to Ratio '' to increase above 63 % This was a calculated action by USAA and I believe I will be able to prove USAA took this action for discriminatory purposes. As a result of USAA 's unlawful actions, my C.L.U.E XXXX report score decreased causing all my insurance rates to go higher. As of XXXX XXXX , XXXX USAA has NOT provided any notice to inform me of this action or the reasons for reducing my credit limit. No email, no phone call, no message through USAA 's message portal and no letter via USPS. below is a federal policy which regulates this issue, there are others with respect to average monthly payments and lowering credit limits below the card balance. 15 U.S.C. 1691 ( d ) ( 1 ). If the action taken by the creditor is adverse, which includes the " denial or revocation of credit, a change in the terms of an existing credit arrangement, or a refusal to grant credit in substantially the amount or on substantially the terms requested, '' the ECOA and its implementing regulation, known as Regulation B, require the creditor to send a written notice to the applicant. 15 U.S.C. 1691 ( d ) ( 6 ) ; 12 C.F.R. 202.9 ( a ) ( 1 ) ( iii ). Regulation B specifies that the written notice must contain ( 1 ) a statement of the action taken ; ( 2 ) the name and address of the creditor ; ( 3 ) a statement of the anti-discrimination provision codified in 701 ( a ) of the ECOA ; ( 4 ) the name and address of the federal agency that administers compliance concerning the creditor ; and ( 5 ) a statement of specific reasons for the action taken. 12 C.F.R. 202.9 ( a ) ( 2 ). The statement of reasons " must be specific and indicate the principal reason ( s ) for the adverse action. '' 12 C.F.R. 202.9 ( b ) ( 2 ) " Statements that th e adverse action was based on the creditor 's internal standards or policies or that the applicant... failed to achieve a qualifying score on the creditor 's credit scoring system ARE INSUFFICIENT.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 48322
Submitted Via: Web
Date Sent: 2017-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My name is XXXX XXXX XXXX XXXX , and I am a XXXX XXXX XXXX veteran of the United States XXXX pursuant to XXXX XXXX in XXXX . Sadly I have written you about this very same issue most recently, and it is still not fixed and has become more ludicrous than ever. Today, XXXX XXXX 2017, I received yet more correspondence from the XXXX XXXX XXXX XXXX out of XXXX Alabama asking for a " fire declaration page-2nd notice. ". This agency is sub-contracted by USAA for Wind and Hail on my house. This is absurd considering this Monday or Tuesday, I received in the mail from USAA a co mplete and valid policy from the XXXX XXXX XXXX XXXX . So how can they possibly still require anything from me and why are they not going directly though USAA XXXX XXXX XXXX ? This makes the 7th correspondence I have received from the XXXX XXXX XXXX XXXX since XXXX XXXX 2017. I have contacted USAA cou ntless times about this to no avail. I contacted them again today and spoke to a XXXX . I told XXXX , USAA had XXXX options, get this fixed once and for all by Fri day ( whi ch I have no hope of occurring ) ; foreclose my mortgage as I really no longer care, and third I was going to write your organization again. This is sheer harassment plain and simple. Furthermore, it is odd I have had issues with one of the biggest players in Insurance, the Probate Judge of XXXX County Alabama XXXX XXXX , who has no formal legal training, and was the XXXX of XXXX for 12-years unt il had to step down for dubious reasons. Furthermore, XXXX XXXX has ties to former XXXX XXXX XXXX , who utilized law enforcement and other agencies to intimated citizens of Alabama. This letter from XXXX XXXX XXXX XXXX was signed by a XXXX XXXX XXXX , and did not include form they wanted me to sign. Furthermore, there are over XXXX veterans in this area. XXXX XXXX is a veteran and USAA is a veteran/service member bank. I do not know if there is any connection betwee n USAA, leadership, XXXX XXXX and XXXX XXXX but given all my issues this should more than likely be explored by the appropriate personnel or government agencies. I have had more issues with USAA of all di fferent sorts the last 3-4 ye ars than I have had since I joined when I was XXXX -y ears old and e nlisted in the XXXX . For reference, XXXX and XXXX County is one of the richest cities/ counties in the State of Alabama XXXX with alot of billionaires and multi-millionaires, which translates to a lot of influence.Thank you for any assistance in a advance. PS : In my subdivision of XXXX XXXX , most houses survived bot h Hurricane XXXX and XXXX with minimal damage, so really why the requirement for wind and hail or at least a significant discount?
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: AL
Zip: 36532
Submitted Via: Web
Date Sent: 2017-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-02
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: USAA has taken XXXX of my retirement checks for {$2800.00} plus {$300.00}. I have attached police reports with the issue.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 207XX
Submitted Via: Web
Date Sent: 2017-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-02
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: I received an offer via e-mail from USAA suggesting that I use my USAA Preferred Cash Rewards XXXX and, as a result, that I would be given a {$200.00} Reward Bonus. This e-mail stated, " XXXX , if you have n't already, you can earn a {$200.00} bonus reward when you make XXXX or more qualifying purchases on your new USAA XXXX credit card account ending in # # # # by XXXX XXXX XXXX . '' Later, in the 'fine print ' it reads, " To receive the {$200.00} Reward Bonus you must ( 1 ) apply for and be approved for the USAA XXXX XXXX XXXX XXXX XXXX credit card between XX/XX/XXXX and XX/XX/XXXX , and ( 2 ) complete XXXX Qualifying purchases between the time the account is opened and XX/XX/XXXX . A Qualifying Purchase is any purchase with a merchant that accepts your card, but excludes any balance transfers, convenience checks, and other cash advances. '' I did everything exactly as it says in the description of the promotion. My application for the credit card was approved on XXXX XXXX XXXX XXXX . I kept copies of both the offer and the list of transactions, including each qualifying merchant purchase, all of which occurred between XXXX XXXX and XXXX XXXX XXXX . I phoned the company to inquire about the Bonus Reward Points in XXXX and they told me that the points would n't show up until late XXXX . I called them back on XXXX XXXX and the customer service representative said that the bonus did not apply because I was approved for the card after XXXX XXXX XXXX . A subsequent customer service representative, to which I was forwarded by the first representative, asked me to scan my documents on my scanner and send in the paperwork showing the terms of the offer and the paper showing all of the qualifying purchases. She kept me on the phone for over an hour and kept saying that she could not see the documents that I scanned and sent in, she needed to put me on hold while she checked on ( an endless list of ) something ( s ) . At the end of the conversation the woman promised that she would get to the bottom of the situation and call me back to leave a message. I never got this phone call. The next day, I called the company back and the customer service representative apparently had no record of my phone call the day before. She said that she reviewed the documents that I had sent but that, because the card was approved after XXXX XXXX XXXX , the offer did n't apply. This was, of course, despite the fact that the documents that I had sent in very clearly stated that the deadline was XXXX XXXX XXXX In addition to these fraudulent activities it was readily apparent that the customer service representatives are trained to put people on hold for ridiculously long periods of time in the hope that they will just give up and hang up their phones. When I finally decided that this business was flagrantly committing fraud, I decided that I needed to cancel my credit cards issued through their bank. First the representative continued putting me on hold ( again ), thi s time for even more ridiculously long periods of time. Then the customer service representative insisted that, before she could cancel my credit cards, she was required to read to me a [ never-ending ] set of documents that must serve as reading material for a filibuster in congress. After listening to her read this material for several minutes it became clear to me that she, and this company, had no intention of allowing me to cancel my credit cards, just as they had no intention of honoring their bogus rewards offer. There needs to be some sort of recourse for consumers who become the victim of these kinds of fraudulent scams so that the companies perpetrating them are held financially accountable. If a company sends out an advertisement promising rewards then they should be required to honor the offer when a customer complies. Also, repeatedly putting customers on hold for extended periods of time, when they 're simply trying to perform a routine transaction such as canceling a credit card, is more than just rude. This unscrupulous tactic allows these businesses to retain accounts on " customers '' that may later lead to the accounts being misused or billed for service charges. This is somewhat similar to the XXXX XXXX scandal where people were signed up for accounts that they did n't open. Except that, in this case, the company is just refusing to close an account that customers are trying to close. The end result is the same, however : a consumer with some extraneous account that they do n't want and a happy bank representative with another small bonus.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: CA
Zip: 92835
Submitted Via: Web
Date Sent: 2017-05-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A