Date Received: 2017-02-01
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: On the XXXX I submitted a request for Asset Verification. I sent USAA blank form I needed by XX/XX/XXXX since I was going to move. No AVF no keys Since then : Did not fax as promised. Called said they lost it and resubmit Called. No one had any idea. ON rep said it did not exist, yet I had it in my hand Called. Rep said she found it and nothing was ever sent to me or manager at XXXX XXXX. While I was on phone. Was told the document was in my USAA email Guess what? Not there Called again. Resubmitted form again ( about 7 times by now ). They said they could not find it Was promised by agent yesterday ( XX/XX/XXXX ) that I would have it today since this is the first and need to get my keys for new apartment I am stuck here with an apartment full of boxes with no where to go. To make a long story short. They lied on several occasions, lost my documents many times, and are just total incompetent. Are they under new management or when they get you money the basic policy is XXXX. On top of it all they know I have XXXX. Not helpling with this XXXX Thank You XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76513
Submitted Via: Web
Date Sent: 2017-02-01
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-01
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: In XXXX of 2016 I found out I was the victim of identity theft and my accounts with USAA Federal Savings Bank had been compromised. The identity thief was able to gain access to my accounts through USAA.com and hijack my online profile. The method used was via telephone at first and once they gained access to my online profile they completely took over my account, changing passwords and possibly PIN numbers. They transferred all the money from my savings account ( ~ {$1200.00} ) to my checking account and then proceeded to withdraw via ATM card money from my checking account in the amounts of {$400.00} ( {$3.00} ATM fee ) until my account was empty. They then purchased money orders from XXXX XXXX in the amount {$1.00} and passed them off as {$1000.00} money orders to deposit them into my checking account via USAA mobile deposit. USAA allowed the deposits and that money was made available and subsequently withdrawn from my checking account. I informed USAA FSB that I was on travel to the XXXX XXXX and I did not authorize anyone to make transactions on my behalf. USAA investigated the fraud and promised they would get this all straightened out and restore my accounts. A week and a half later I contacted USAA to find out the status of the investigation and was told that USAA believes I participated in a scam and they will not be refunding the money I have lost. I filed a police report with the XXXX Police Department, I filed reports with identitytheft.gov, the FBI, the Federal Trade Commission and hired an attorney. USAA, 8 months later, still will not cooperate with my local police department or any of the other offices I have filed reports with and would not respond to my attorney. The Fraud Analyst at USAA XXXX XXXX, stands by her decision every time I request that USAA revisit my claim. I have provided proof that I was not in town at the time the theft occurred and XXXX XXXX stated that I could have " doctored '' that documentation as well as mastermind this scheme. The detective I am working with has also voiced her frustration with XXXX XXXX as she started working with the detective and then stopped returning the detectives phone calls and would not provide the information needed to track down a suspect. The detective was able to get a picture and a description of the person responsible for purchasing the money orders, but the detective has been unable to get a name. I have spoken to XXXX XXXX once and she was adamant that I am responsible for this scam. I asked for evidence, are there voice recordings from phone calls, call records, IP addresses from the mobile deposits. XXXX XXXX says it was all me ( the victim ) and she believes she made the right decision. I need USAA to really investigate this with someone who can look at this forensically such as ; review the call records, are the voice recordings still existent, review the internet transactions and IP addresses, and finally who is changing my profile information and when those changes were made. I will be glad to share my records with USAA if they would listen.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: TX
Zip: 75070
Submitted Via: Web
Date Sent: 2017-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-01
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: I made payments as needed for all months in XXXX. The credit card company said they did not receive XXXX or XXXX. I provided proof from my bank they were paid and even went as far as to set up a conference call between the credit card company, myself and my bank. After the credit card company refused to apply the amount to my credit card account balance and remove the late fees, I went ahead and placed a stop pay on the 2 months of payments and paid the credit card company {$400.00}. I was told that my next payment would be due XXXX. Since that time I have been receiving XXXXXXXX phone calls per day saying that because my credit card balance is over the limit by {$500.00} that I need to pay them now regardless of what was said/done when I paid the {$400.00}. I have referred the callers back to XXXX at the credit card company to go over the particulars yet the calls do not stop. To make matters worse, they have now reported me to the credit bureau and said I 'll need to dispute it with them. Please help!!! I made my payments as I was supposed to however, they did not process them ( Proof provided from my bank. ). I paid them an agreed upon amount in XXXX XXXX with the understanding from XXXX on their Executive Communications Department that my next payment was not due until XXXX. Despite all of this, I 've now been reported to the credit bureau and receive multiple phone calls per day, even while at work, harassing me to pay my over limit balance immediately.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23321
Submitted Via: Web
Date Sent: 2017-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-02-01
Issue: Unsolicited issuance of credit card
Subissue:
Consumer Complaint: I applied for and was approved for XXXX credit cards with usaa on the same day, XXXX Visa and XXXX XXXX. Usaa opened a second Visa account without my approval the very next day. I did not apply for this card and usaa has no record of the application. When I brought it to their attention they seemed to push me into just keeping the account which seemed odd. After I made it clear I did n't want the card they pushed closing the card. I was explicitly clear that I did not want the account closed because it would hurt my credit report. I wanted them to get rid of the card without it hurting me. Fast forward and they flagged the account for fraud and close it without my consent. Their was no fraud, they know it was n't fraud, and I believe they either made a mistake in opening the account or they purposely opened a new account without my consent. Me, I 've been saying all along that this feels very XXXX XXXX. Now I 'm locked out online for at least 48 hours. At least. With usaa that is a big deal because there are no physical branches. I need a resolution to this because I 'm the XXXX hurting for there actions.
Company Response: Company believes complaint is the result of an isolated error
State: TX
Zip: 77084
Submitted Via: Web
Date Sent: 2017-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-31
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: USAA promised they would not charge Foreign Transaction fees when they forced customers to switch from Master Card to Visa. They are now saying that this only applies to the credit cards. They have done a bait and switch and deceived customers. It is documented several times in USAA communities that there would not be Foreign Transaction fees for Visa cards.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80922
Submitted Via: Web
Date Sent: 2017-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-30
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: On XX/XX/2016 we had our checking account hacked by someone named XXXX. USAA Federal Saving Bank then says it was our fault because it looks like we gave this person our token, which it takes to get into this account. I guess they think their tokens are beyond breaking into. We do n't know any of the XXXX people that were indicated in our checking account fraud. They have found us guilty without even letting us prove we did n't do this.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85208
Submitted Via: Web
Date Sent: 2017-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-01-30
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: I recently attempted to purchase my dream condo with the lender USAA. Consequently, the lender refused to honor both a verbal and written 45 days " Lock-In-Agreement. '' Instead of honoring the agreement, the company attempted unsuccessfully to change the terms. They increasingly became irritate about the situation and started falsely accusing me of not providing the information that they requested in an attempt to get out of the agreement. When that attempt did not work, they instructed me that I need to withdraw my application -- an application that they later admitted did not exist. I was unsuccessful in my goal to purchase the condo due to the company refusal to honor the " Lock-In-Agreement. '' Is there anything that I can do about the situation other than just complaining to your organization or suing? Please help. Thanks.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30066
Submitted Via: Web
Date Sent: 2017-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-27
Issue: Transaction issue
Subissue:
Consumer Complaint: I have a secured credit card with USAA and when making payment for use available balance USAA allows for indefinite hold on payments as listed in their universal terms and conditions. If do n't agree with universal terms and conditions funds will not be released to hold on funds with secure card. Listed is their policy : When we credit Payments. Payments received by us before XXXX Central Time that meet the payment conditions in section XXXX and on your bill will be credited as of the day of receipt. Payments that we accept that do not meet these requirements will be credited within 5 days unless they require special handling. We reserve the right to withhold credit availability on any payment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AE
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-01-28
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: XX/XX/XXXX, I fell victim to an e-check scam. USAA Federal Savings Bank assumed I was part of it. After 19 years, they assumed I was a criminal. The scam started on XX/XX/XXXX. A person claiming to be from the human resources department at the XXXX XXXX contacted me. She said I was shortlisted to interview for an available position based on my talent.hubstaff.com resume. I did n't recall applying for the company. However, after an exhaustive year looking for a permanent position, I let this slide, along with her XXXX address. I followed the instructions, and used my XXXX address to contact a supposed XXXX XXXX Hiring Manager via XXXX. This did not appear out of the ordinary. In looking for remote work, other companies mention XXXX for communicating with virtual staff. The hiring manager said to meet her at XXXX PST the next day. We met as scheduled on XXXX. She told me more about the Content Manager position and the XXXX XXXX. The job description was comparable to other companies and her details of the XXXX XXXX matched the company 's website. Then, she asked several interview questions. I assumed this was the first stage, so I did n't find it odd. When she came back 25 minutes later and said I had the job, I was incredibly shocked. Even the most menial remote position had steps. Nonetheless, I allowed myself to believe it was true. She asked me to verify full name, provide my address and began to discuss payroll. This is how she learned I banked with USAA. We met back on XXXX on XX/XX/XXXX. Around XXXX, I received an email from a supposed XXXX XXXX supervisor, complete with a XXXX-page offer letter, company code of conduct, XXXX and XXXX forms. About an hour later, I received the email with an e-check for {$4800.00} to buy my laptop from an approved vendor. I was to deposit the check using a mobile app. Since they were giving me money, not requesting money, I was n't suspicious. Plus, I 'd been using mobile banking for years. I took a photo of the front, the back, then made it to the verification screen. It stated {$200.00} would be made available immediately, and the remainder in 7 days. Still believing it was a legitimate job, I did NOT press submit. I thought the long hold would delay training. However, USAA Federal Savings Bank ceased doing business me within an hour. When I asked for an explanation, the manager alluded to fraud, yet would not provide specifics. Luckily, a XXXX search lead me to an article that exposed the full scam before I completed those " new employee '' forms. I told the fake hiring manager I would not be moving forward and blocked her on XXXX. I saved all correspondence for reference. In addition, I filed a complaint with the FTC, and notified XXXX support so others might be protected. Meanwhile, my relationship with USAA Federal Savings Bank is a nightmare. I never received anything in writing, so the only way to learn about this process is by calling. What 's more, the empathy and information vary each time. From what I 've gathered, my account is in credit-only status. It will be cashed out 60 days from XX/XX/XXXX, and the fraud department 's decision is final.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 92551
Submitted Via: Web
Date Sent: 2017-01-28
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-27
Issue: Delinquent account
Subissue:
Consumer Complaint: I have proof in phone records that USAA collection department called me less than 5 minutes apart about a credit card payment due. The two that I spoke with stated that I was 33 days late. I was only 10 days late. I 'm very disappointed is the call. Usaa is suppose to be a good bank for military.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32218
Submitted Via: Web
Date Sent: 2017-02-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No