Date Received: 2017-04-25
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: I owe USAA about XXXX in credit card debt at 18 % interest. The card is closed. I lost my fulltime job last year when I experienced a health crisis and have been sporadically part time employed since then. I am also going to school this semester to use my post XXXX GI bill benefits. I can not pay more than about {$100.00} amount but my bill is usually upwards of {$150.00} and they add a late fee every month. I have asked for a reduced rate and if I could qualify for some sort of hardship program such as XXXX XXXX gave me. They referred me to an in house member debt assistance which told me I do not qualify since I have too much debt to be successful in the program. This has been going on for about 2 months. Recently in the pa st 2 weeks they have started calling every single day at least 3x. Wh oever calls does n't seem to know much about my problems, so I have to explain every single time, I think that they do n't even bother to keep notes.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28303
Submitted Via: Web
Date Sent: 2017-05-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-04-24
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: This company closed my account arbitrarily in XXXX XXXX soon after I opened it based on their relationship with a family member which they refuse to explain. I have never dealt with such an unethical and rude financial institution that wants to collectively punish family members and refuses to disclose any reasoning behind it. This has damaged my credit and I expect the inquiry for it to be removed from my XXXX report that is dated XX/XX/XXXX I should n't be punished for a company 's bad policies that have nothing to do with the current customer as they acted in bad faith with this account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92056
Submitted Via: Web
Date Sent: 2017-04-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-04-21
Issue: Taking out the loan or lease
Subissue:
Consumer Complaint: I went to a dealership to purchase a vehicle. The dealer used all of my personal information to call USAA and set up a loan in my name, then requested the check be sent to him. I was then expecting a vehicle, and never received a vehicle and he kept the money. He isnt licensed to finance, and later I found out that he was n't supposed to set up a independent loan in my name. He committed fraud against me, and USAA now is refusing to assist me ... and are trying to force money out of my bank account. USAA and XXXX XXXX have together committed fraud against me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78223
Submitted Via: Web
Date Sent: 2017-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-20
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I endured multiple issues with USAA over the p ast year that, in my opinion, appear to demonstrate a pattern of very concerning behavior. In XXXX , the bank sent an unauthorized payment from my checking account to a recipient I deleted from my account. After months of awaiting resolution, USAA told me that they would not take any action. I decided at this point that I would remove all of my business from USAA and the representative told me " good luck ''. I then worked to close my credit card with USAA. After being transferred a dozen times to various representatives, the bank eventually agreed to close my credit card and confirmed that they would no longer use it for their internal automatic payments. Needless to say, they billed it anyway and then told me they could not close it. This took another series of steps to close the account. It still appears open on my login screen with an expiration date of XX/2017 . USAA al so signed me up for all of their credit card marketing and told me that I had to call a specific person to opt out. I attempted to close m y USAA Savings acc ount today. There is no online option, so I went to the chat service. Afte r 10 minutes, they told me I could only close by calling in. I called in and the first representative said aft er 10 mi nutes that she could not close the account and that I would need to call back. I asked to speak to someone else. They transferred me and another representative said she could not close my account, but might be able to tomorrow. I asked for a supervisor. She then told me that she could close my account tomorrow, if I called back. I asked her to just close it, and she told me she would not. For additional historical issues with the bank, I had two instances where errors from USAA mortgage services caused financial loss to me that I had to work to recoup. The first, I caught during the mortgage process and spent hours reconciling. The second was caught by an audit and resulted in payment sent to me years later. At this point, I can no longer assume positive intent with the USAA team. I feel abused and they are attempting to force me to keep accounts open with them as I close them. I would like to file a complaint accordingly. I seek to have my savings account closed, my credit card confirmed closed, and whatever your team deems appropriate regarding my other experiences. Thank you in advance for your assistance.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2017-04-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-18
Issue: Identity theft / Fraud / Embezzlement
Subissue:
Consumer Complaint: A credit card was fraudulently opened in my name w ith USAA. A USAA rep resentative stated this card would be closed due to fraud. The card is still open and affecting my credit.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23513
Submitted Via: Web
Date Sent: 2017-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-18
Issue: Incorrect information on credit report
Subissue: Account terms
Consumer Complaint: I have been a Policy Holder with USAA since XXXX as well as a Credit Card Holder for more years than I care to remember. The past several years my credit cards have been hacked into where services or products were ordered by the HACKERS. I notified USAA and they were Quick to provide me with New credit cards as those cards that were hacked into was Deactivated. This happened so often it was sickening. During XXXX I wrote to the Texas Department of Insurance. They contacted USSA & XXXX XXXX in the Executive Soloutions D epartment who was assigned to resolve my issues. He did nothing, no return calls or e-mail replies as others in the Credit Card Department who were assigned to look into all the DISPUTED charges and never questioned the vendors who charged my credit cards for unauthorized purchases. I then CANCELED both cards on or about XXXX XXXX XXXX which had a combined credit line of XXXX . I filed a Formal Complaint with the XXXX Credit Card XXXX on XXXX XXXX XXXX . I went on line yesterday XXXX XXXX . XXXX is alleging I was delinguent in not paying {$360.00} in which USAA lied. I had a XXXX XXXX ) Balance.. It was I that closed out my Credit Cards with USSA. As a result of their actions, my FICO score of XXXX was reduced to XXXX . USAA tarnishes my character & reputation by their untrained negligent personnel.. In all my dealings with lower eschlon personnel, Supervisors and Executive Solutions Personnel, who never returned my calls, and through this Fiasco of the la st 3 or 4 years where I never get to speak to the same person twice. When I call USAA I have to undergo Cross Examination as if I was a criminal. They want my USAA Membership # which is XXXX , My telephone # XXXX XXXX XXXX . My XXXX letter PIN #, My Social Security # XXXX 's Maiden name and the XXXX numbers that appear on the TOKEN that was given to me. Now that I passed scrunty I was asked the name & person I was to speak to. That person was NEVER there. I sent e-mails even to the USAA CEO XXXX XXXX , never to receive the courtesy of a reply or asknowledgement of the CEO XXXX who never assigned some person to respond to my phone calls or e-mails. Is it any wonder that I canceled both credit cards? XXXX XXXX requesting that CFPB conduct an Investigation AND an INTERNAL AUDIT a t USSA in XXXX XXXX , Texas XXXX so the CFPB can uncover how ill traine d USAA actually is in that one Dep artment does no commucate with another. It 's so inefficient, you could pull your hair out in scher disgust. USAA had requirements of being a XXXX XXXX to be come a member. However. the services which was Superior at one tim e diminished to Poor & Abominal, w hich is why with thousands of Officers leaving USAA in droves. and the loss of millions of dollars in Premiums & Billing in the Credit Department, USAA now has operned their doors tyo anyone foolish enough to want to be a USAA member. The USAA i knew is long gone & the proper send off whould have been to have a Funeral Service for USAA. Please acknowledge receipt of this inclusive Bill of Particulers.Further XXXX is now conducting an investigation as requested by me on XXXX . I have no doucuments to submit at this time. My hone phone # is XXXX XXXX . My e-mail is XXXX XXXX XXXX . I extend my best wishes to you at this time in attempting to resolve these issues, especially having my FICO Score to returned to XXXX I have NO Debts, No Mortgage or Car : Loans or Personal loans. I asm financially secure and sound as I have NO Debts which is worth repeating. Respectfully Submitted XXXX XXXX XXXX XXXX XXXX ( XXXX ).
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: NY
Zip: 11552
Submitted Via: Web
Date Sent: 2017-04-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-18
Issue: Rewards
Subissue:
Consumer Complaint: To whom it may conc ern My complaint is about rewards credit card issuers not being clear in their rewards term and conditions as to what qualifies for rewards and what does not. My research on the internet suggest that most issuers use the same or similar language and yet there is disparity between each 's understanding and willingness to pay rewards ( cash ba ck or points ) for certain transactions. My complaint stems specifically from a transaction on a USAA c redit card, however after further research I have found the issue most likely spans the credit card industry. On XXXX XXXX I paid my Federal a nd Colorado taxes through an online payment company using my USAA c redit card. The relevant portion of the rewards terms and conditions for that card states " Qualifying Purchases are the Purchases that post to your Account, less any Purchase cr edits, returns, or other adjustments that are not payments. Qualifying Purchases do not include : Balance Transfers, Cash Advances ( including Convenience Checks ), ATM Cash Disburs ements, Money Transfers, Truck Stop Transactions, Gaming Transactions, Finance Charges, Fees, and purchases of other cash equivalents, ev en if used to purchase goods or services. Transactions that are not Qualifying Purchases do not earn any Cash Back. '' Due to the listing of transactions that do not qualify as a purchase I understood their definition of 'purchase ' to be expansive and since tax payments was not listed there, I mistakenly believed that tax payment would still count. In addition other banks such as XXXX XXXX and XXXX that use similar language on their websites also have language that suggests that paying taxes with their credit cards would earn points. Finally both the XXXX and XXXX XXXX company website suggest that paying taxes with a credit card earns rewards from the card issuer if the card is in a rewards program. For all these reasons, I felt safe in assuming that such a payment would render a certain amount of cash bac k and offset the servicing charge levied by the online processor. ( the card used was a cash back card ) How eve r, USAA decided to not pay a reward for th e Federal Ta x payment. ( although they still did for the Colorad o State tax payment inexplicably. ) When I called to question the lack of a reward they gave me several explanations. After I pointed out logical flaws in each they finally settled on the explanations that payment of taxes is not a 'purchase ' since nothing was received. I argued that the industry use of purchase is expansive but even if it was not I did purchase the service of having a middle man pay my taxes electronically for me. To which the person I was speaking with replied that services do n't count either. After further pushing that obviously incorrect statement it became clear the person I was speaking with did n't really understand what a good or a service was and refused to let me speak with someone higher so I was stuck with his final position. Again, the key point of my complaint is that especially since a large part of the credit card industry seems to consider paying taxes on a credit card to be a valid way to earn rewards, aka a qualifying purchase, it should be on the issuer to make clear in their rewards terms and conditions that they do not hold the same belief especially since contracts are interpreted against the drafter when there is such ambiguity. USAA an d likely o ther Card issuers is sues seem to be using the ambiguity in their terms and conditions to make arbitrary decision about when to pay out an award and when not to. To be sure, I recognize that a company can not be expect to account for every eventuality in their terms and conditions. However, as noted above several companies have predicted that consumers would use their products to pay taxes and found it worthwhile to address that issue on their websites.
Company Response: Company believes complaint is the result of an isolated error
State: CO
Zip: 80923
Submitted Via: Web
Date Sent: 2017-04-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-18
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: USAA opened an account using variations of my information. The debt has since been paid but USAA refuses to update the records with XXXX XXXX XXXX , XXXX , and XXXX that the debt has been paid.
Company Response: Company can't verify or dispute the facts in the complaint
State: NY
Zip: 11221
Submitted Via: Web
Date Sent: 2017-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-15
Issue: Cont'd attempts collect debt not owed
Subissue: Debt was paid
Consumer Complaint: I was a customer of USAA for several years. I went through a divorce in XXXX and with the loss of income, I was unable to pay my bills in a timely manner. I had a vehicle repossessed b y USAA an d I was responsible for the remaining balance after an auction and a credit card. Unfortunately, this is where I do n't have a lot of details such as amounts, account numbers, etc. due to moving my home twice since. These debts were moved to a collection agency. I set up a settlement agreement with them and they withdrew {$250.00} a month from my account for I believe 36 months. This was to settle both accounts although I do n't know what amounts were being allocated toward repayment of those accounts. The last payment was withdrawn in XXXX XXXX . In XXXX XXXX I began to receive phone calls from a collection agency regarding this same debt. I advised it had been paid. I then contacte d USAA directly and they told me that my years of payments were NOT a settlement but only payments toward the debt. I KNOW it was a settlement agreement. It was all I could afford after my divorce and after many conversations with that collection agency, it 's what we came to an agreement on and I made every payment faithfully. I kept my side of this agreement. I have copies of the payments to prove it from my bank. USAA disagrees and is now reporting these balances to my credit reports as 90+ days past due with interest accruing monthly. This entire situation is in clear violation of the fair debt collection act and I need this resolved. These accounts are paid, albeit for less than the full amount, but they are paid. I nee d USAA to update their information and report accurately to the credit bureaus so I can continue to rebuild my life. The delinquencies from the period of time I was repaying this is accurate and will remain on my credit report for 7 years, however, the debt is settled for both USAA a ccounts. Please, I need the CFPB 's assistance in helping me to resolve this as attempts on my own have fallen on deaf ears.
Company Response: Company can't verify or dispute the facts in the complaint
State: UT
Zip: 840XX
Submitted Via: Web
Date Sent: 2017-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-16
Issue: Other
Subissue:
Consumer Complaint: This concerns a complaint i filed with my credit card company ( USAA/VISA ) with regard to repairs I paid for with my USAA/Visa credit card. My USAA member number is XXXX and the Visa card I used to pay with ends in # XXXX. Last XX/XX/XXXX I took my car to XXXX XXXX XXXX XXXX to have a knock noise diagnosed. I was told I needed a new engine. I paid a total of {$1700.00} to have my XXXX XXXX fixed ( New 'used ' engine, etc ). Before the job was completed I discovered I was being overcharged by some {$260.00} by XXXX XXXX XXXX XXXX and promptly filed a complaint with USAA. That amount was deducted from the {$1700.00} and left me with a balance of {$1400.00}. This all transpired while the car was still in the repair shop. I picked the car up and noticed a knocking/ banging noise and since I had no intention of taking the car back to XXXX XXXX XXXX XXXX because of overcharging I took the car to a local dealership where I lease my XXXX from. This was done in XX/XX/2017 and I was notified that the car had serious problems and that the 'used ' engine installed by XXXX XXXX XXXX XXXX was installed with faulty engine mounts and leaking transmission lines. The Service manager told me I could have been injured or worse if the engine mount had broken completely. I directed the XXXX service dealer to FIX the problems. I again contacted USAA/VISA and filed a second complaint demanding I be reimbursed the {$1400.00} because of poor/shoddy workmanship which could have caused me and my family serious injury or worse and quite possibly involving another vehicle. USAA advised they were investigating the complaint and as requested I provided USAA with all relevant invoices and information regarding the poor workmanship and additional monies I had to pay to have the mistakes corrected to make my car safe. On or about XX/XX/2017 I contacted USAA to find out if a decision was made regarding my complaint regarding the remaining charges of {$1400.00} and I was informed by a USAA representative by the name of XXXX that USAA ruled in my favor and I was not responsible for the {$1400.00}. I ask for a confirmation email and /or letter however XXXX the USAA rep advised everything was notated and I would receive something by mail in the near future confirming what he ( XXXX ) told me. Yesterday XX/XX/2017 to my utter dismay I was making a payment via my USAA checking account and noticed the VISA credit card balance had increased by {$1400.00}, ( the amount disputed and was told it was ruled in my favor ). I was not contacted by anyone from USAA either by phone Email or text advising of this decision on behalf of USAA/VISA which is a direct contradiction to what I was told on XX/XX/2017 by USAA representative XXXX. I was lied to, misled and ignored by USAA and it 's representatives resulting in causing me XXXX. I would appreciate CFPB look into this matter please. The phone number to USAA is XXXX or XXXX XXXX. I can be contacted at XXXX 0r XXXX. Thank you, XXXX XXXX XXXX XXXX XXXX XXXX XXXX, pA XXXX
Company Response: Company believes complaint is the result of an isolated error
State: PA
Zip: 150XX
Submitted Via: Web
Date Sent: 2017-04-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No