Date Received: 2017-01-11
Issue: Taking out the loan or lease
Subissue:
Consumer Complaint: I applied to USAA for a re finance, the original company supplying me the loan was XXXX XXXX. I notarize and sent all necessary paperwork to USAA as soon as I was able. I was informed around a week and a half ago that a check had not been sent to XXXX as of that day and there was some confusion regarding the payoff amount for the loan. I ensured that the representative had the correct payoff amount for the check and assumed everything was fine. I received a call today, XXXX XXXX, 2017 from XXXX XXXX, informing me that they still have not received a check. I am now 29 days " past due '' according to XXXX XXXX and still waiting for the payoff check to make it to XXXX. I have {$100.00} to pay XXXX because of this.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 984XX
Submitted Via: Web
Date Sent: 2017-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-10
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: Due to some financial difficulty I requested from USAA Federal Savings Bank relief on paying my credit card ( USAA XXXX XXXX Card XXXX ) and was granted a two year reduce payment plan were I would pay every XXXX of the month {$170.00} so I can get caught up with bills and not file for bankruptcy. I made payment on time ( through auto draft on my checking account ) until around XXXX 2016 when there was a possible fraud on my checking account. I requested USAA to change the bank draft withdrawal from my USAA checking account to my XXXX XXXX checking account ( Please see attached Letters from USAA ). USAA then withdrew {$170.00} from USAA checking account on XXXX XXXX, 2016 putting my USAA checking account on overdraft. USAA have already made the automatic payment out of my XXXX XXXX account on XXXX XXXX, 2016. I called USAA to ask why it happened and I was told that due to the automatic nature of the draft it was not stopped in time. I asked USAA on how this can be solve and I was told they would cancel the auto draft out of my USAA account and keep the XXXX XXXX auto draft. I was also told that the payment for XXXX XXXX, 2016 would then be applied for the XXXX 2016 payment. I was out of town last week and when I got home yesterday ( XXXX ) I received a mail from USAA ( see attached mail ) that I would be terminated from the program and have to make a full payment of my balance ( over {$17000.00} ) when I called the USAA customer service number. It will be impossible for me to make the full payment. I was hoping that the payment plan would help me get some break will I pay off my obligations. Also, my USAA XXXX card have a feature of cash back that I have over {$1000.00} in cash back that could be applied toward my balance which as of now I can not access. I am not asking for forgiveness for the credit card debt, it is my obligation I just need time to make the payments. Thank you.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 90807
Submitted Via: Web
Date Sent: 2017-01-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-10
Issue: Billing disputes
Subissue:
Consumer Complaint: On XX/XX/2016 I received a letter from USAA dated XX/XX/XXXX converting the temporary dispute credit on XX/XX/2016 to a permanent credit in the amount of {$430.00} to my USAA Mastercard for the charge on XX/XX/2016 by XXXX for a preorder item that was never received and the order cancelled. This sounds like good news but on XX/XX/2016, 1 day prior to the temporary dispute credit of XX/XX/XXXX, USAA converted my Mastercard to a USAA XXXX card. The balance transfer of {$960.00} to the new card included the XXXX charge of {$430.00} in effect billing me twice, once on the Mastercard and once on the Visa. I have made multiple calls and submitted numerous documents to USAA, spoken to a supervisor with no authority to resolve the matter, and on XX/XX/XXXX spent over an hour going through the paperwork and the math with the Executive resolution team confirming XXXX showed the order cancelled, I never received any merchandise or in store credit from XXXX, the disputed charge was carried to the XXXX card 1 day before the dispute credit was placed on my Mastercard account, my XXXX statement shows the disputed amount to be {$860.00} which is {$430.00} twice, and a XXXX charge placed on XX/XX/XXXX by XXXX to my Mastercard should have been a credit per the letter from USAA dated XX/XX/XXXX. All of my efforts resulted in the XX/XX/XXXX letter which ruled in my favor and finally cleared up the charges on the Mastercard and USAA closed that account, however nothing was done to correct the XXXX. On XX/XX/XXXX, I resubmitted documentation to show the disputed charge that was carried over to the XXXX on XX/XX/XXXX had not been resolved. The permanent credit applied to the Mastercard only resolved the second charge by XXXX on XX/XX/XXXX which was either the botched credit or complete fraud. If it had been done correctly the Mastercard would again show a credit in the amount of {$430.00} which could be carried over to the XXXX. Since then I have contacted USAA on XX/XX/XXXX, XX/XX/XXXX, and on XX/XX/XXXX, I was finally able to reach the executive resolution team. Everyone I have spoken with has agreed that the disputed charge was carried forward to the XXXX and has not been credited. I was told since this is an internal matter it would take 2 business days to credit the XXXX. If there were any questions or additional information needed I would be contacted and I provided XXXX numbers. To date I have not received a call or a credit to my XXXX. I have been unable to reach anyone with the authority to remedy this error. I have done everything I can to try to work with USAA but after 4 months of phone calls and letters to USAA I am right back where I started with a {$430.00} charge I do not owe hiding in a balance transfer on the new XXXX card. You would think it could n't get any worse but as of this morning I am now showing interest charges on the XXXX disputed amount. I am requesting USAA do the right thing and complete the resolution of this issue with a credit to my XXXX in the amount of {$430.00} and all associated interest charges.
Company Response: Company believes complaint is the result of an isolated error
State: AZ
Zip: 85248
Submitted Via: Web
Date Sent: 2017-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-08
Issue: Transaction issue
Subissue:
Consumer Complaint: XXXX canceled her XXXX account with XXXX XX/XX/2016. XXXX continued to collect money from her using automatic bill pay ; even though she cancelled, returned the equipment, cancelled the contract, paid off the contract. XXXX billed for services not rendered. XX/XX/2016, XX/XX/2016, XX/XX/2016 There was no XXXX equipment at her house, it had been returned in XX/XX/2016
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 786XX
Submitted Via: Web
Date Sent: 2017-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-06
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: On XX/XX/XXXX, I went to lunch and attempted to pay with my USAA debit card. It was declined, I paid with cash, but immediately called USAA to find out why my account was not working, since I should still have money left in my account. I was redirected to their fraud department, and they determined that my account had received a $ XXXX check for deposit and withdrawal on the same day. Keep in mind, I was not expecting a payment of any kind for that amount, and when I have made large deposits or withdrawals in the past, I notified them, so there would be no issues. They then accused me of fraud and said they would not change their mind. I asked them how they came to this determination, and they said they " saw this type of fraud all the time '', and that there was no way that a hacker or scammer had all of my mobile security information to log in. They further told me I had XXXX days to pay the $ XXXX back or risk not being able to open another account with them or any other bank. They took my payroll check of {$2300.00}, which resulted in me having to cancel my XX/XX/XXXX vacation with my family, of which I was supposed to see my XXXX grandfather and mother who had XXXX. I could barely pay my rent for XX/XX/XXXX, and I am now behind on all my bills. I have since switched banks for direct deposit to avoid having to lose more income, and I even did an allotment for the remaining balance for the next XXXX pay periods. What is the point of being protected and insured and keeping my money is a shoddy banking institution when they are accusing me of defrauding my own account? I was a faithful USAA customer for over XXXX years. I even asked them if that was normal behavior for someone who has never had any suspicious activity on their account, that had multiple lines of accounts ( Checking, Savings, CD 's, Investments, Youth account, Spouse account, Auto and Rental insurance ) to purposely commit fraud against myself? Then the investigator asked me what type of phone and carrier I had, because the alleged fraudsters used a XXXX phone that was an XXXX from XXXX, IL. He fell silent when I told him I was with XXXX and I had an XXXX Plus in XXXX, OR, and had been an XXXX and XXXX customer for years. But they maintained that I was still responsible for the $ XXXX against this account. To date, I have opened a new account with XXXX, I have closed my CD to pay off my unrelated Secured Credit Card with USAA, and they sent me the remaining balance via check for {$16.00}. My husband and daughter will be opening new accounts this weekend, and to date, I now owe them {$600.00} of the $ XXXX that I 've already paid. Their XXXX department is a joke, their banking and insurance products are a joke, and they do not take care of veterans and their family 's financial information or security. They insist they are the industry standard when it comes to security, but I ca n't tell. When I spoke to some of my friends that had USAA, they begged me to leave the bank immediately, as there has been ongoing internal issues with employees committing fraud from within, as well as scammers using social media to defraud veterans and service members because USAA 's security is n't as tight as they advertise.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97123
Submitted Via: Web
Date Sent: 2017-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-04
Issue: Billing statement
Subissue:
Consumer Complaint: TL ; DR - USAA makes configuration changes that stop important services. USAA changed credit card companies but made the business decision not to fully roll over ancillary services such as text alerts ( e.g., for payment reminders, etc. ). Normally this would n't be as much of an issue, but the local post office has been mistakenly returning some of my mail for a few months now. Subsequently, I grew to depend on the text messages for reminders to pay the bill. One of my cards that I rarely use was not paid for three months and I got a black mark on my credit record now. Banking is a service, and when they make changes to their bank-end systems or change credit cards, I expect uninterrupted services that I 've come to rely on. I asked if they could remove this mark from my credit report and they declined.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: VA
Zip: 201XX
Submitted Via: Web
Date Sent: 2017-01-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-02
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I have XXXX personal loans with USAA Federal Savings Bank. XXXX of my loans I have had since XX/XX/XXXX. I have never missed a payment or have been late with a payment. On XX/XX/XXXX, USAA charged off my loan without any warning to me and for no specific reason. When I called USAA to discuss error they told me they 're able to charge off any loan they want at anytime. I did n't sign any contract for these terms. This has greatly effected my credit and USAA has even taken away certain features of their website from me because they claim I have an account unpaid through them. I have disputed this through XXXX and all they did was update status to say " never late '', but it still shows account charged off.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76021
Submitted Via: Web
Date Sent: 2017-01-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-01-02
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: Case number : XXXX USAA Closed my checking account and caused my insurance to lapse due to their not telling me the policy was close to the end. Instead they send me a letter stating I must send them money including charges which I paid. I never received a policy that I had asked XXXX XXXX to send to me/ Nothing was ever given to me from USAA or XXXX XXXX . I paid the money for the policy should I not have a copy of what I have paid. USAA paid {$2000.00} to the hospital I was in after an accident that totaled my vehicle. I feel this was not correct as the policy I had stated the funds should be paid directly to me. When the party came from USAA I was XXXX. I was moving a small refrigerator into my bedroom. The refrigerator was very light. Yet your party ran off. I would have expected that person to at least identify themselves. XXXX. While XXXX is when that party called and told me they were glad to be rid of me. To me calling while I am suffering is not good.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 63366
Submitted Via: Web
Date Sent: 2017-01-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-30
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: My bank USAA accepted and paid a check on XX/XX/XXXX even though the check had been post dated to XX/XX/XXXX The result was XXXX checks being returned for insufficient funds and XXXX {$29.00} NSF fees. I called the bank and told them of their error to accept a post dated check a day early but they would not refund the fees. When I asked to speak to a supervisor I was put on hold and then disconnected. They did not call me back even though they have my phone number.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92646
Submitted Via: Web
Date Sent: 2016-12-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-29
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I just opened this checking account not a month ago and I just received XXXX notices that it and the associated savings account are going to be closed on XXXX/XXXX/2017 and the associated credit card has been XXXX out. I have barely gotten a chance to use this account and I do n't know why my membership is being canceled as the letter does n't state and the bank refuses to say. I have only had an overdraft using the protection because of their ridiculous hold policies and it was immediately paid. My husband 's account was closed before but I had nothing to do with that nor am I responsible for his behavior ( even though they could n't explain that either other than " unacceptable behavior '' ) and we are going through a separation so I need a separate account. I have a separate USAA membership number and I feel this is only for discriminatory reasons as they have always been rude to us because we are a XXXX couple. They have damaged my credit and if these accounts are not reinstated, I expect the hard inquiry and all traces of this credit card account to be removed from my credit report. This company now punishes relatives of USAA members they do n't like and ca n't give a reason for either.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92056
Submitted Via: Web
Date Sent: 2016-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No