Date Received: 2017-04-06
Issue: Billing disputes
Subissue:
Consumer Complaint: I pay {$700.00} to my USAA visa credit card on XX/XX/XXXX, and it is not reflecting on my credit score. They said every thirty days they report to the credit bureau but I still do not see it reflecting on my score its been over 30 days. The VA has given me an opportunity to get a house loan but wanted me to take care of this card to lower my balance on this card and my XXXX card, I did and I score dropped XXXX points. since XX/XX/XXXX 87 % of the time I have been paying regularly money coming from my account but my score never reflects. I am at a lost I do not know what to do. PLEASE HELP ME, I am trying to understand all this credit issues thank you, consumers struggle to make ends meet but we continue to drown because we do not understand the system.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 44060
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: Incorrect information on credit report
Subissue: Account status
Consumer Complaint: I have been paying my bills down and on time and some of my loans off but yet my score decreased by XXXX points for no reason. Nothing changed with the exception of paying one loan off and another loan way down. This seemed odd to me and I do n't understand why my score went down for paying off my debt as instructed by usaa.com'a credit monitoring service. Please assist
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21122
Submitted Via: Web
Date Sent: 2017-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-05
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: XX/XX/2017 XXXX, IL XXXX ( XXXX ) XXXX XXXX USAA Federal Savings Bank XXXX, TX XXXX ( XXXX ) XXXX RE : Consumer Complaint, Joint Teen Checking Account MAJOR PARTIES INVOLVED : USAA FSB Representatives I spoke with : XXXX ( XX/XX/2017 ), XXXX ( XX/XX/2017 ), XXXX-Advocacy Specialist/Office of CEO Member Relations ( multiple days beginning XX/XX/2017 ), XXXX-Advocacy Specialist/Office of CEO Member Relations ( multiple days beginning XX/XX/2017 ), XXXX Fraud Department ( multiple days beginning XX/XX/XXXX-XX/XX/2017 ), XXXX-Supervisor Fraud Department ( XX/XX/XXXX-XX/XX/2017 ), XXXX ( XX/XX/2017 ), XXXX, and several others ( i.e. Checking department, fraud department, etc. ). On XX/XX/2017, I called USAA FSB and spoke to a representative ( XXXX ) in regards to fraudulent system address changes and unauthorized debit card request/mailing to an unknown address. I informed the representative during the call that my son/I did n't request any debit cards nor did we change the mailing address in the system. I requested that the mailed debit card be canceled and that no additional cards be mailed out. While I was on the phone, the USAA representative canceled the mailed debit card, changed the mailing address back to the home of record and told me that she put in the notes to not mail anymore debit cards out per my request. On XX/XX/2017, I logged on to my USAA FSB account to pay bills and I noticed that there was a wire transfer of {$9000.00} dollars into the account and several withdrawals that morning. I immediately call USAA FSB to report the unknown activity and requested the account be froze/investigated. Over the next couple of weeks, I worked with the USAA Fraud Department in resolving the concern. Upon the conclusion of the investigation, USAA Fraud Department ruled that they were holding my son/I liable because they believed my son participated in fraud ( i.e. possibly gave his credentials/account information out ). In addition, I was told that we will be responsible for the {$3400.00} dollars that was withdrawn the morning of XX/XX/2017. I immediately filed a complaint with USAA FSB after USAA Fraud Department 's determination. The complaint was to address : Why did USAA FSB mail/overnight another debit card to another unknown address one day after I spoke to USAA FSB in regards to canceling any mailed debit cards/changing the address back in the system and to not mail any new cards out? Why I was not informed on XX/XX/2017 that the joint teen account had converted to an adult account and I was still joint on it? ( i.e. in the decision to hold me liable, USAA FSB stated that because the account converted to an adult account, I was not able to cancel cards/request no new cards be mailed, etc. -- Information I was n't told on XX/XX/2017 ). Why the account was never closed/place inactive due to no activity on the account? USAA FSB started the investigation with the Office of CEO member relations and appointed an Advocacy Specialist to work the concern. During the investigation/working with the USAA Fraud Department, it was recommended to remove me from the account and not hold me liable due to the actions/statements of the representative on XX/XX/2017. This back and forth process of being transferred to several representatives/departments went on for 2 1/2 months. I was told that it would take some time to review information, pull audio calls/listen to them, etc. After finally reaching a representative for a status the week of XX/XX/XXXX, I was told that because so much time had elapsed, they could n't go back and review information/listen to the audio calls, etc. and that the notes from the representative I spoke to on XX/XX/2017 were not in the system, they were not
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 62226
Submitted Via: Web
Date Sent: 2017-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-04-05
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: To Whom it may Concern ; My name is XXXX and my husbands name is XXXX. We have been banking with USAA for about 10 years with no issues but currently we are experiencing a problem with Fraud and USAA emptying out all of our accounts to cover the offset the amount of the fraudulent activity that has taken place out of the State of XXXX. We notice our situation on the XX/XX/2017 when we discovered through our online banking account multiple electronic deposits happened on XX/XX/XXXX and XX/XX/XXXX totaling up to around {$20000.00} were made then multiple ATM cash withdrawn totaling up to {$20000.00} within the matter of hours from one of our checking accounts. Since my husband and I are the primary account holder they have taken all our money in all of our accounts to pay for the fraudulent activity not committed by any of us. I tried going onto my account to print out those transition in order to file a police report but my online account access was locked and was told I can not have access till an investigation is completed by their fraud department. A USAA representative stated these transactions are made from our sons account which is a Sub-account under our primary account, we are held responsible for any transactions even if a fraud claim has been made. USAA made it clear to my husband and I that we have to cover USAA 's lost. After much research very similar situations have occurred with other USAA members having their accounts wiped out by USAA to cover for fraudulent activity out of the State of XXXX. The exact same situation, same account fraud type, and same response from USAA. I do n't understand how is it that if USAA have a cash withdraw limit of {$600.00} per day but allow multiple {$1500.00} withdraw in a matter of hours. This wiped out my son 's paycheck. My husband and I are XXXX and my son is XXXX in the state of XXXX. And now they are holding our funds as well. USAA was are primary and only bank. I have nothing and is using credit cards to manage till my husband and I get paid again. Till this is settled, we had to open up a new bank account to ensure our future income/ funds are not depleted. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-04
Issue: Delinquent account
Subissue:
Consumer Complaint: XX/XX/2017 -- Called USAA to set up 60 month pay off agreement. Was told will have to go through income verification worksheet. Was told that a payment is needed within 15 days of agreement, I notified rep that I would call back next week so I would be able to comply with the 15 day payment agreement. XX/XX/2017 -- Called USAA to set up this pay off agreement previously mentioned. Went through the financial information with associate. I was told that my income met the guidelines, however because my account is 4 months overdue, I would not qualify for a long-term repayment plan. I repeated what rep told me last week and was told that it must have been an oversight. The current representative I was on the phone with told me that I he saw what was notated on the account and agreed with me. He transferred me to a supervisor voicemail and said that I should receive a phone call back before the end of the business day. Representative offered me two other options : 12 month payments of {$64.00} and would go back to normal interest rate even though the account is closed. I could also make three payments of {$160.00} and bring the account current, however it would remain closed. I am getting the run around, meanwhile they continue to rack on fees and interest while I am legitimately trying to get my finances in order with them.
Company Response: Company believes the complaint is the result of a misunderstanding
State: NY
Zip: 131XX
Submitted Via: Web
Date Sent: 2017-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-04
Issue: Problems when you are unable to pay
Subissue:
Consumer Complaint: Filled out all required paperwork for loan modification. Sent it within the requested timeframe to USAA and now they are saying they did not get it on time, which is a lie considering the date time stamp on the fax THEY reference shows different. USAA is using bait and switch tactics that are illegal and have cost me lost money due to interest and fees.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 300XX
Submitted Via: Web
Date Sent: 2017-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-03
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: Account was closed by bank they wo n't release funds for at least 60 days. I understand they do n't have to business with me\ can close account but want my funds returned.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94952
Submitted Via: Web
Date Sent: 2017-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-03
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: On XX/XX/2017 I went to USAA Financial service branch located in XXXX NC to make a deposit into my savings account. I used their owner operated ATM I believe it was # XXXX located outside of the front door depositing a check in the amount of {$10000.00} the ATM allowed the check to go all the way in the slot but did not seem to take hold of it. I was unable to retrieve it as there was not enough available to remove it so I used an envelope I had to push it in a little more, it then grabbed the check and the envelope moments latter spitting the envelope out. No check the transaction was cancelled by the ATM. I immediately contacted USAA finally after speaking to Deposit Executive Resolution Team was told they would put a rush on it and money would be placed in my account on hold. Today no money was in my account. I called today as was told it would take up to 72 business hours to resolve the issue. I told them this is not acceptable this is an ATM at their financial location owned by them a location they are planning to close at the end of the month and while I was sitting there on Sat other clients told me the other ATM were not working. So it seems they have made a conscious decision not to maintain these ATM 's and I am being punished for their poor maintenance and horrible customer service. the case # XXXX. I asked 4 times to have their security people contact me and have not heard from them I was told by XXXX today that they can not make phone calls??? What ever that means. I want them to preserve the video tapes and all the ATM records I also asked for written records of this claim and was refused I find that highly suspect. This issue should have been resolved this AM when the branch opened however I have been told they require 72 hours that is their process. More like abuse.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 284XX
Submitted Via: Web
Date Sent: 2017-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-04-03
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I, XXXX XXXX, had an active account with USAA, which I had for several years with no problems. Approximately around XX/XX/XXXX-XX/XX/2015, I alerted USAA of fraudulent activity on my account. This was the result of me losing my bank card and it was being used in another state. I am a XXXX veteran with memory loss which I have to write pin numbers on the back of my cards to avoid forgetting. I personally advised USAA that monies was taken out and deposited into my account fraudulently. At this time XXXX of my children 's accounts were linked to mine. All XXXX accounts were frozen which caused a financial hardship on my household. After an investigation was completed, my children 's accounts were released but as for mine, I was advised that it was thought that I had knowledge of the fraudulent activities and was no longer allowed to have an account with USAA again. I do not agree with this decision considering I am the one that advised of the activities. I live in Alabama and the activities occurred in XXXX ( I believe ), how in XXXX world could I, would I partake in such a crime. I am a Veteran with morals and character of an upstanding citizen of the US. I respect whatever decision was made although I do n't not agree. I opened an account with XXXX XXXX XXXX XXXX which I ca n't utilize due to to a restriction from USAA. Please allow me access to a new account. thank you for your time and consideration
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 36303
Submitted Via: Web
Date Sent: 2017-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-02
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: USAA BANK is not an average bank, its an average insurance company, no they are above average ; meaning they XXXX, liars, sinners, and work closely with all the XXXX of theivery, I am building a huge case against them, i have several letters from regulators agreeing with my finding after USAA BANK Was investigated. They can not be trusted, they buy their BBB credit rating and no doubt pay for their positive feedback cause I never met ONE PERSON who has not had same issues as me, they are disgusting and I refuse to let go of what they did to me, I hate them. After being robbed of all personal belongings, and idenity theft several times, and even with police reports and witnesses, the bank and insurance company USAA, closed XXXX of my savings accounts with {$7500.00} and kept the money, they also in over XXXX areas never paid out on insurance claims. They also illegally reported credit card to collections. I have proof that I put a lot of time in to trying to work with them with no effort on their end as well as I have phone messages by them that go against what CALIFORNIA and LAS VEGAS INSURANCE investigated. As well as many other issues.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89104
Submitted Via: Web
Date Sent: 2017-04-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No