Date Received: 2017-03-20
Issue: Billing disputes
Subissue:
Consumer Complaint: I was shocked when I reviewed my credit report and found late payment on the dates below : 30 days past due as of XX/XX/2010, XX/XX/2010 I am not sure how this happened, I believe that I had made my payments to you when I received my statements. My only thought is that my monthly statement did not get to me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 384XX
Submitted Via: Web
Date Sent: 2017-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-21
Issue: Transaction issue
Subissue:
Consumer Complaint: USAA credit card division has a collection agency harassing me daily for a phony charge of {$3500.00} for merchandise that USAA has been in possession of for over two years!!!!!!!! USAA is full of lying, dishonest, scheming, unprofessional corporate creeps!!!!!! ATTENTION ALL MILITARY PERSONAL, PLEASE DO NOT BELIEVE THE USAA COMMERCIALS STATING THEY SUPPORT YOU!! THEY DO NOT!!!!! THEY WILL STICK IT TO JUST LIKE THEY DID ME!!!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94591
Submitted Via: Web
Date Sent: 2017-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-18
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: Furthermore, I have asked for access to my bank statements for my accounts. Normally these statements are available online. Since they have revoked my online access, I can not view or download any of my bank statements. To add insult to injury, whenever I call into USAA to request the statements be mailed to me, I am told I must pay {$10.00} per statement. I believe there are payments that were made to my loans with USAA that are evidenced on my bank statement, yet they are not giving me access to documents that will either prove or disprove my claim. In XX/XX/2016 I also purchased an extended vehicle contract on a XX/XX/2016 XXXX. At the same time, they closed my account relationship with them, they cancelled the agreement and refunded all the money I paid in to it, even though I did not want this third-party agreement cancelled. They issued me a refund, yet I have no way of confirming whether the refund is the proper amount. I can not verify information online and the payments would be evidenced in my bank statements which they are not providing to me. Needless to say, when USAA cancelled this third-party contract, the action prevents me from getting coverage elsewhere without incurring a significant cost increase. It is worth mentioning that payments towards the auto warranty were made on time and were never late. In closing, I need the CFBP to assist me with getting my issue addressed with high level governance within USAA.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 982XX
Submitted Via: Web
Date Sent: 2017-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-19
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: Accidentally uploaded the same check twice after being heavily medicated. All accounts where closed because the same check was uploaded. Shallow investigation done. Been a member since XX/XX/XXXX or XX/XX/XXXX. Never had this issue. Was not given an opportunity to provide any information or documentation regarding what happen. Was n't informed the account was closed until after I called and then I received information in the mail. Waited over 90 days to get the funds that were held.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 600XX
Submitted Via: Web
Date Sent: 2017-03-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-18
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: I began my relation with USAA bank in XX/XX/XXXX while I was serving in the United States XXXX. Since that time, I 've had numerous products with this bank, ranging from checking, savings, consumer and auto loans, credit cards and financial products. During that time, USAA has never sustained a financial loss from their relationship with me. I have always paid any loans back on time and I handled my deposit accounts responsibly. This was the story up until XX/XX/XXXX. On XX/XX/XXXX, I was contacted by a representative from USAA 's fraud department. During that call I was notified that USAA would be terminating their business relationship with me. At that time, all my accounts were closed. Balances in my multiple checking and savings accounts were returned to me, even though it took over two weeks for them to release the funds to me. They closed my credit accounts as well. They also revoked my ability to monitor my accounts online, despite me having over {$100000.00} in loans outstanding with them as well as a vested interest in ensuring any loan payments I make are properly applied. Their actions are preventing me from doing this. This is where the problems began. In XX/XX/XXXX, I made payments through USAA 's representatives for a signature loan with an approximate balance of {$55000.00}, an auto loan with an approximate balance of {$17000.00}, as well as XXXX credit card accounts, with balances around {$31000.00}. These payments were taken from my XXXX checking account, but they were not applied to the appropriate loans. It took more than two weeks, over ten hours on the phone, twelve phone calls with multiple representatives as well as intervention from their corporate counsel 's office to compel USAA to find the payments and apply them to the respective loans. Despite doing this, USAA applied the payments late and charged me late fees and increased interest charges despite them misapplying the payments and despite me providing them evidence the funds were deducted from my checking account over two weeks prior. Since the XX/XX/XXXX payment, I have experienced multiple issues with payments I 've made to USAA. I am skeptical with providing USAA with my financial account information given the issues related to my XX/XX/XXXX payment. I have attempted to make payments to USAA in XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX by utilizing XXXX 's bill pay feature. Despite my willingness to do this, USAA will not provide me with full account numbers for my credit accounts so they can be included with my payment. They will only provide me with the last XXXX digits of the account numbers. As of XX/XX/XXXX, there are XXXX checks that were issued by me yet they have not been deposited by USAA. These payments are for my credit card accounts with them. Furthermore, they will not verify to me that the payments I am making to them are being applied properly. Whenever I call in to this bank, the front-line representatives will not verify information with me. They inform me that I need to speak to a certain representative within the bank, whom I have left numerous voice mail messages with and who never returns my telephone calls. It is noteworthy to mention that USAA 's deliberate and gross negligence in handling my payments have resulted in my credit score dropping over XXXX points. As of the date of this complaint, the bank is reporting multiple accounts as being 90+ days past due which is further affecting my credit. These payments have been made to them. They just are n't The payments are being made to them, yet they are not being applied to the loans. I am at a loss on what to do since nobody at USAA can help me. I am constantly transferred to different departments, and upon getting a representative on the phone, they are unable or unwilling to help me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 982XX
Submitted Via: Web
Date Sent: 2017-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-17
Issue: Identity theft / Fraud / Embezzlement
Subissue:
Consumer Complaint: On XX/XX/XXXX, I contacted USAA to close my credit card account with a credit limit of XXXX revolving limit. Upon pulling my credit report on XX/XX/XXXX I was shocked to find the account still active. When contacting the organization, there is no answer to why it is still open. Nine months of thinking my account is closed, and there is XXXX now sitting out there as revolving credit. I feel this misstep, failure to close, or failure to listen to the customer not only benefited the company ; but placed a negative impact on my credit worthiness. According to my USAA website, thru XXXX, one of the four factors lowering my credit score was, " Your largest credit limit on open bankcard or revolving accounts is too low - XXXX accounts include credit cards and charge cards from a bank and are frequently revolving accounts. Revolving accounts allow you to carry a balance and your monthly payment will vary, based on the amount of your balance. The largest credit limit among all the open bankcard or revolving accounts in your credit file is low. Having higher limits gives you access to credit without seeking new loans or becoming overextended - which are triggers for higher risk. '' This reflects the card I thought was closed. Currently my credit report states {$45000.00} of credit, approximately 45.2 % of that is USAA 's card. This lack of accountability and systems that provide for customer protection and service is incredible. As a 26 year member of USAA, these actions only demonstrate their lack of compassion for loyalty. I request a written response to this, specifically laying out the failures within USAA. While I do not think I am the only one this failure happened to, I would be interested in how many accounts were delayed or failed to be closed that benefited USAA? This borders on fraudulent accounts utilized for increasing profits for the organization at the expense of the customer, in my opinion. Also, I filed a written complaint in XX/XX/XXXX against previous banking processes. I would like to know if this 'failure ' was repercussion for speaking out? Thank you for your time.
Company Response: Company believes complaint is the result of an isolated error
State: TX
Zip: 79934
Submitted Via: Web
Date Sent: 2017-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-03-15
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: On XX/XX/2017 I noticed ACH fraud on my account and reported it immediately. USAA instructed me to open a new account online and were not open to assisting me. After completing this task I called back the following day to inquire about my debit card. Since the compromised account also had my direct deposit this needed to be changed as well. All being said, I still had zero access to my money either by check or debit card. Phone call placed to the agency on XX/XX/2017 to inquire about the status of the debit card to only be told " you can find that information online ''. I asked to speak to a supervisor and the call was dropped. Called placed on XX/XX/2017 and spoke to XXXX. She advised it had not been 10 business days and she could only cancel and reorder a new card. XXXX proceeded to explain how this is the " only '' way to get my debit card. The option for overnight mail or 2-3 business day delivery was not available. I asked XXXX to arrange for a manager to contact me and to this day has not happened. As of today, XX/XX/2017 I have not received a debit card or checks to access my funds. I called USAA and got disconnected by XXXX. I patiently redialed and spoke to XXXX and asked for a supervisor. She then transferred me to XXXX who was a " supervisor of policy services ''. Clearly the breakdown of communication is rampant. I requested to speak to a supervisor in banking. Then transferred to XXXX who is not a supervisor. Finally, a supervisor by the name of XXXX took the call. She proceeded to explain to me that XXXX never arranged for a supervisor/manager call back. Additionally, she was able to cancel the initial debit card order and send it 2-3 business days. This contradicts was I was told by XXXX as well. XXXX was helpful and seemed bothered by the fact that she had to " order checks '' for me. When asked for a tracking number on the debit card she explained that I would have to call back to get the tracking number. What is the point of having " secured messaging '' within the USAA.COM portal? This experience goes beyond unacceptable. I am escalating this complaint to the Consumer Financial Protection Bureau so that Federal and State Regulators are made aware of this experience. USAA was a trusted financial institution who has clearly failed in this regard. XXXX Veteran
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 752XX
Submitted Via: Web
Date Sent: 2017-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-16
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I received a billing statement for a debt which was under Bankruptcy in XX/XX/XXXX. I had previously attempted to negotiate with USAA with no results. The billing statement I received stated " Total Past Payment Due '' and " Total Payment Due '' of $ XXXX XX/XX/XXXX. I went ahead and submitted the payment on XX/XX/XXXX. On XXXX I received a cell phone message from XXXX, who was handling the Settlement Agreement, asking to contact her. When I contacted XXXX, she was unavailable, but I spoke with a representative from the Settlement Agreement Department who stated that this was not the total payment due. I told her that I could not afford what they were asking for and to return the checks. She stated that they would return the checks. On XX/XX/XXXX, I noticed that USAA unethically cashed the XXXX checks. I immediately contacted USAA multiple times and was transferred from department to department, placed on hold ( at one point up to XXXX ). Eventually, a representative stated that the statement had been sent out in error. Yet they cashed the checks. I have been trying to contact USAA for answers with no results. USAA is committing unethical practice and would like an explanation?
Company Response: Company believes complaint is the result of an isolated error
State: NV
Zip: 89031
Submitted Via: Web
Date Sent: 2017-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-14
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: On XX/XX/2016, USAA bank restricted my access to my bank accounts. The bank subsequently closed my accounts. Over the course of the past 5 months I have spoken with the bank over 29 phone calls. The bank has approximately {$13000.00} of my money. The bank has repetedly refused to return my money to me. They have held it from me for 5 months. Further, since the bank restricted my access to my accounts, they have not provided me monthly account statements.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MS
Zip: 395XX
Submitted Via: Web
Date Sent: 2017-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-14
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I purchased a property using a VA Loan on XX/XX/XXXX through USAA. My closing attorney paid the XX/XX/XXXX property tax ( {$1400.00} ) on XX/XX/XXXX. The Mortgage company paid the property taxes again on XX/XX/XXXX with funds from my Escrow account. The Mortgage company acknowledged verbally on the phone that they had made a mistake and that once they had received a refund from the County Tax office, they would deposit {$1400.00} back into my Escrow account and reassess my Escrow payments. On XX/XX/XXXX I spoke with a customer service manager, XXXX and he said the funds would be deposited back into my Escrow account no later than XX/XX/XXXX. I have spoken with customer service representatives multiple times in late XX/XX/XXXX and early XX/XX/XXXX asking them to provide an invoice with the transaction code, so I can confirm with my County Tax office that they received USAA 's payment on XX/XX/XXXX and are either holding the funds or have returned them to USAA. The USAA customer service group is claiming that they can not provide the invoice, because it needs to come from their Escrow/tax management group, which they can only send written requests too. They claim they have asked the Escrow/tax group provide this information, but have not received it yet. I suspect that USAA is intentionally holding these funds in limbo slush fund to earn money or someone at USAA is embezzling money from Escrow Accounts. I want the extra property tax payment of {$1400.00} made on XX/XX/XXXX refunded to my account.
Company Response: Company believes complaint is the result of an isolated error
State: SC
Zip: 29681
Submitted Via: Web
Date Sent: 2017-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No