Date Received: 2017-04-14
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: Recently I received my amended tax return check and made a mobile deposit into my joint checking account with my spouse. They made XXXX available and put the rest of hold until the check cleared. Two days later, They put my entire account on hold, including my husband 's pay roll direct deposit. They put my entire account under fraud alert stating that my check was not a real check. After numerous calls to the IRS, the confirmed that the check was legit and that they did issue it to my spouse and I. Then for no reason at all, decided to tell me that they are no longer going to keep doing business with me, and that my husband and I would have to wait 60 days to get any of the money that was in our checking account. They refuse to allow us to have any access to any of our funds, put our account on fraud alert for no reason even after it was confirmed with the irs that it was a legit check, also refused to provide any reason as to why they were refusing to do business with me anymore, Also would not give a reason why they were closing my checking account.
Company Response: Company believes complaint is the result of an isolated error
State: MI
Zip: 48433
Submitted Via: Web
Date Sent: 2017-04-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-13
Issue: Making/receiving payments, sending money
Subissue:
Consumer Complaint: On the date of XX/XX/2017 I sent out a payment in the form of a money order in means to make payment to a past due car loan balance. Only to discover that my money order was disregarded they stated it did not have my account number on it so it was not able to be processed. USAA then proceed to repose my car, deny having received the money order in the first place this spat lasted all of four days from customer service all the way up to management in that department. They took my car XX/XX/2017 and then sent me my money order back that following Monday XX/XX/2017 along with a letter dated XX/XX/2017 which stated the reason it could not be processed ( money order ) but when I looked at the money order I notice that someone from the bank forged my account number onto the money order. If they can write the account number on the money order then they can also process it into my account as it was intended to do in the first place right? I smell a rat!!! this feels personal not business. So now I can not enroll in school and my transportation is limited due to some ones personal attack on my life at USAA. I file this complaint to find out what legal actions can be pursued I do not believe it is legal to forge my information on to a money order that you did n't process because the lack of having that information on it.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23666
Submitted Via: Web
Date Sent: 2017-04-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-12
Issue: Payoff process
Subissue:
Consumer Complaint: I had XXXX credit cards with USAA, XXXX accounts i paid off and closed those accounts, I kept the XXXX account and again paid it off, yet they continue to hold my funds long after they received them via ACH. I called was told " Well even though you have a great credit history with us, and paid off the XXXX accounts you closed '' the open account in which you also paid off, we hold the money as long as we can '' i asked why now? was told thousands of people pay large amounts on there accounts but USAA holds them as they can make interest on holding thousands of payments by our customers, thus you can NOT access your funds for about 10 days even thought we have had your full payment we can make interest by holding customers. I was told today 4 different stories on this problem.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-12
Issue: Making/receiving payments, sending money
Subissue:
Consumer Complaint: USAA froze all of my family 's assets held at the institution, locked our debit cards, and unreasonably denied access to all funds through all methods of withdrawal. They additionally refused to honor bill payments USAA sent on my behalf via their online service despite plenty of available funds and despite the payments being initiated before the account was frozen. USAA informs me that they did this because there was a security concern with the account. I was told by a customer service representative that a third party, potentially inadvertently, entered my account number into USAA 's automated phone system. According to multiple customer service representatives there was no compromise of any account, no suspicious charges, and the caller was not able to successfully authenticate. I was initially informed of the security concern via SMS message from the bank and upon receipt I immediately called to inquire about the issue. The customer service representative walked me through changing my website credentials out of an abundance of caution and assured me that no further action was required. The next day, Tuesday the XX/XX/XXXX, my debit card transactions were being declined so I called USAA to find out why. It was n't until then that I was informed that my assets had been frozen. It would have been simple for me to make arrangements for an alternate payment method for the day if USAA had informed me the night prior about the account status. Instead, my entire family found itself in a position where we could not withdraw from an ATM, initiate an ETF, use XXXX, visit a bank branch, make a purchase with a debit card, or access any of our money held in any USAA account by any means. While the accounts were in this locked state, no customer service representative was able to tell me when I would be able to access my funds. They were unable to tell me what USAA 's process is for unlocking the account or what the status of any investigation might be. They also could n't provide me with an accurate estimate of when this would be resolved. USAA was, however, able inform me that there was nothing I could do about it except wait patiently. Effectively, my assets had been seized for an indeterminate amount of time and without reasonable justification. This continued for about one week from XX/XX/2017 to XX/XX/2017. If there was any question about the legitimacy of transactions on the accounts, it would have been trivially simple to confirm them with me over the phone during one of my many authenticated calls to the bank during this period. Instead, USAA refused to honor my website bill pay requests causing both my regularly scheduled mortgage payment and my county property tax payment to be rejected. There is nothing I could have done to prevent or mitigate the situation. I have asked USAA to reimburse me for a {$35.00} returned item-handling fee that has been assessed by the county in response to the returned property tax payment. USAA refused my request. USAA 's actions were excessive and their drastic response was not proportional to the severity of the situation. USAA 's actions resulted in direct financial damages to me.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: WA
Zip: 98106
Submitted Via: Web
Date Sent: 2017-04-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-12
Issue: Incorrect information on credit report
Subissue: Account status
Consumer Complaint: I am a USAA customer and in XX/XX/2016 they migrated from MasterCard credit card to a visa branded card for all their customers. The balance was transferred to the new visa branded card and the legacy MasterCard account was supposed to be closed. Upon review of my credit report, I found that the legacy MasterCard account was still on my report with a balance of over XXXX. I have filed a complaint with the resolution department at USAA but upon review of my wife 's credit report, the same problem was there too. I am complaining because I only found this problem by happenstance and I suspect that many more consumers may be affected. If a customer had this issue, they might never know unless they meticulously reviewed their credit report. In my conversations with USAA staff, I found that this is a known issue to some of them. If they know, why have n't they checked and notified those affected? This seems suspicious as if they were concealing this problem.
Company Response: Company believes complaint is the result of an isolated error
State: AZ
Zip: 852XX
Submitted Via: Web
Date Sent: 2017-04-12
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-07
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My Bank used a loan servicer ( XXXX ) to do their work of loan servicing. I paid my XX/XX/2016 payment of {$1000.00}, and the money was debited from my account, yet never showed up as payed to my mortgage, nor was it relayed or forwarded to my new loan servicer ( XXXX ). So my current principle is too high, my interest deduction XXXX form is incorrect, and to date Ive spent about 30 hours on the phone and researching what happened. What do I need to do to have an investigation of where my money went, and who is responsible for finding it and applying it to my loan and issuing corrected XXXX for taxes which are due in one week? Additionally, I 've attached the closing documents, which indicate the amount financed is {$190000.00}, which does n't make sense, because the loan that was transferred to the XXXX servicer, is shown at {$190000.00} which is greater than the total amount financed in the closing documents. How is that possible???? Please Help! Best regards, XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 804XX
Submitted Via: Web
Date Sent: 2017-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-06
Issue: Delinquent account
Subissue:
Consumer Complaint: I deposited {$500.00} with USAA and received a secured credit card. I paid my balance every month and only had the card a few months before USAA close my account with no notice, now warning and tried to charge me some {$80.00} in late fees I did not owe. They took my {$500.00} deposit which was fine. I called and officially closed the account yet after a year and a half they still show my account was active with the credit bureau and constantly late and add amounts to the so called fees owed every month. This account was closed and should be showing as active and fees accruing. I want this corrected!
Company Response: Company believes complaint is the result of an isolated error
State: TX
Zip: 77070
Submitted Via: Web
Date Sent: 2017-04-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-06
Issue: Closing/Cancelling account
Subissue:
Consumer Complaint: I have had a credit card account with USAA for years as my father who served in the military did before me. USAA retaliated against me for questioning submissions to my credit bureau by closing my credit line.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 37934
Submitted Via: Web
Date Sent: 2017-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-04-06
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: I had an auto loan that was disputed after a wreck due to multiple departments of USAA telling me different things. I had asked for GAP when I purchased the car but USAA informed me the box must have been unchecked and since I did not pay for GAP I had to satisfy the balance. This information of not having GAP insurance was not provided to me until months after totaling the vehicle. Until that time I asked if I needed to make a payment or wait for GAP to go into effect. I asked how long it would take and if there was anything else I needed to do, and was told multiple times that GAP can take awhile and the XXXX departments are not allowed to communicate with each other. Once I was informed I did not have GAP the claim went into dispute. USAA and I reached and agreement that once the outstanding balance was paid they would update my credit as my only concern was repairing my credit, because once I found out I did not have GAP my credit was already damaged. Below is part of the email sent on XX/XX/XXXX that outlined the outstanding balance and update to the credit bureau. Per your request, I did reach out to the Member Debt Solutions department of USAA Federal Savings Bank. USAA individual from Member Debt Solutions ( name removed ) confirmed that an outstanding balance on the auto loan does remain. She advised that once the outstanding balance is resolved, they will update the credit bureau report. This outstanding balance was satisfied on XX/XX/XXXX. A credit report was recently done as I am trying to buy a house. The full balance from USAA still shows as unpaid as of XX/XX/XXXX, I have contacted USAA who could tell me that the balance has been paid, but was unable to comment about why an outstanding balance for the auto loan is still showing up on my credit nearly three months later. I do not understand why this has not been resolved as we agreed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OK
Zip: 730XX
Submitted Via: Web
Date Sent: 2017-04-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-05
Issue: Disclosure verification of debt
Subissue: Right to dispute notice not received
Consumer Complaint: After reviewing my credit report with all XXXX Credit Bureaus ( XXXX and XXXX ) I noticed a derogatory item from USAA Bank on all XXXX Credit Bureaus, " of a debt/charge off for {$6800.00}. '' I sent USAA a certified letter via USPS requiring a signature, requesting " verification '' pursuant to the " Fair Debt Collection Practices Act '' of this debt/charge off for {$6800.00}. '' Verification meaning competent evidence bearing my signature. USAA received my letter on XX/XX/2017. In my letter I requested for them to remove this Account " of a debt/charge off for {$6800.00}. '' from my report if they could not provide me with competent verification of this account with my signature. USAA has not responded to me at all. 0 correspondence and they did not dispute the account with the credit bureaus. This Account " of a debt/charge off for {$6800.00}. '' that USAA is reporting to XXXX and XXXX, all XXXX of the Credit Reporting Bureaus which is affecting my credit scores negatively and preventing me from granting credit. I want this Account " of a debt/charge off for {$6800.00}. '' removed. USAA failed to respond in 30 days of my letter and did not provide me with any competent verification of this Account " of a debt/charge off for {$6800.00}. '' bearing my signature. Id also like to note that I have sent the same letters to each Credit Bureau requesting verification and all XXXX ( XXXX, and XXXX ) have failed to provide me with evidence bearing my signature in regards to the Account " of a debt/charge off for {$6800.00} with USAA. '' Thank You
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95628
Submitted Via: Web
Date Sent: 2017-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes