Date Received: 2016-11-16
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: My wife cashed her check & turned it into a cashiers check so we could deposit it into our account at USAA with little or no hold. However, since usaa has no branches & you can only use remote deposit, this deposit was not covered under reg c, so usaa placed a 5 day hold on the account. I have had an open checking & savings with usaa for over a year as well as my auto & renters insurance. I was simply told they could not do anything & the hold was go i ng to stay because remote deposit is not covered under reg c. If an institution does not provide you with the ability to deposit cash they should not be able to put indiscriminate holds on cashiers checks.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23237
Submitted Via: Web
Date Sent: 2016-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-11-14
Issue: Cash advance
Subissue:
Consumer Complaint: I submitted a dispute to USAA on XX/XX/2016 for a {$10000.00} purchase from XXXX that represented themselves to be an investment bank, but I learned that it was just a front. On that date, I also learned that XXXX had processed it with USAA as a cash advance and there were thousands of dollars of fees that I had not authorized. USAA was VERY slow in handling the dispute for a number of reasons that are difficult to understand, during which they applied the credit on two or three different occasions until finally on XX/XX/2016 they re-billed my card for the {$10000.00} stating that I had used the service after I filed the complainr. I said I had only used it to provide the information they requested : specifically statements of the account and transactions processed. They said when I logged in I lost all rights to a refund.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 954XX
Submitted Via: Web
Date Sent: 2016-11-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-11
Issue: Credit line increase/decrease
Subissue:
Consumer Complaint: My husband and I have a joint credit card with USAA. We had mistakenly thought we made a payment on it, and we had not. Our mistake lead to us somehow going only XXXX dollars over the " limit '' which I 'm not sure why they allowed in the first place. Instead of contacting us to inform us that we were over the limit, which we would have payed instantly, they reported it to the credit bureaus and our scores have both dropped by XXXX points. Upon trying to contact them to resolve or dispute this issue, I was transferred around in circles between USAA and XXXX for XXXX minutes, and could not find a single person to explain why it had happened or provide any type of resolution for the future.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19125
Submitted Via: Web
Date Sent: 2016-11-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-10
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: USAA is in the practice of : Depositing personal checks via their mobile app. The funds are deposited and the app will inform you the funds are available immediately. USAA then claims the right to place that deposit on a funds hold at a later date without any kind of notice. The consumer is required to check back in at any random time to find funds are no longer available for use. I will then write a personal check to pay a bill, and that check will bounce. I 'll look to find that my money is no longer available to me. My bank has made some unexplained determination that they will hold funds for 10 days. Because my funds were not available they charge me an NSF fee three times. After asking for an explanation, I 'm told there is none, but that I 've agreed to this policy. Then they release my funds after all three attempts have been made. I find this practice to be fraudulent because I 'm given notice that they have my funds and I 'm not given any notice that they will be held at some point. USAA then takes an action that results in their keeping my money as a result of the arbitrary action they 've taken. This seems very corrupted to me. Despite their claim that I 've consented to this system of abuse, I believe the matter is larger than just my individual experience.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97304
Submitted Via: Web
Date Sent: 2016-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-10
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I have had a mortgage with XXXX ( serviced by XXXX since XX/XX/XXXX ). On XX/XX/XXXX, my mortgage was sold/switched to another Subservicer of XXXX, Nationstar. Since that time, my mortgage has not been reported to the credit bureaus. Consequently, I do n't have a current mortgage showing on my credit report. I am in the process of purchasing a new ( additional ) home ( closing scheduled for XXXX ... One week from today ), and my lender is telling me that it can not be processed until my existing mortgage is reflected on my credit report. I have made at least 6 calls to Nationstar customer service to find out when it will be reported. Nationstar told me they are legally prohibited from reporting my info for 60 days following the loan transfer. Today is day 65, and they have given me 6 different answers as to when it will definitively be reported : 1 ) automatically on day 60 ; 2 ) on the 10th day of this month ; 3 ) at the end of the month ; 4 ) at the end of the billing cycle ; 5 ) at the beginning of next month ; and 6 ) ' it has already been reported '. Today, they 'confirmed ' that it will be reported on the first of next month. I have begged them to manually override the system and report my mortgage info now. They said this is not possible. They told me that every lender has different policies, and this is their policy.
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: NC
Zip: 283XX
Submitted Via: Web
Date Sent: 2016-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-10
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I had a joint account with my son that was compromised by fraudulent activity. My son was a victim of identity theft and his account accrued unauthorized charges. A report was made to USAA to rectify the situation, but instead of providing us with outstanding customer service, we were treated like the CRIMINALS. I along with my son and his mom called into the customer service for USAA on several occasions and received horrible service. Each time we called in we were put on hold for hours at a time, passed along from person to person and department to department without anything ever being resolved. I have spoken to supervisors who promise to get back with me within 48 hours and I never hear from them, I am so frustrated with the poor excuse for leadership and customer service that USAA has. Since 2012 my account has been compromised 5 or 6 times and USAA has yet to resolve the issue. I have asked on several occasions to close out and reopen my accounts but they assure me that nothing is wrong. Now I 'm stuck with a {$400.00} bill for fraudulent charges that were n't properly investigated by USAA. There customer service is HORRIBLE!! VETERANS BE WARE!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KY
Zip: 42701
Submitted Via: Web
Date Sent: 2016-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-10
Issue: Billing disputes
Subissue:
Consumer Complaint: Two things - XXXX failed to honor a travel voucher due to me for a cancelled flight ( then rescheduled flight ) that carried travel insurance. In the meantime, my credit card company failed to cancel my credit card account after I found fraudulent charges on it. XXXX essentially charge my credit card twice for a flight and failed to honor my travel insurance or travel voucher for the rescheduled flight. In total, I was actually due a refund from XXXX. Now there are charges on a credit card that I thought I had cancelled and the credit card company, after receiving all pertinent documentation to this fact, notified the credit bureaus that I am overdue on my credit card payment - on a card that I do n't have and that I had believed in good faith was closed permanently.
Company Response: Company believes complaint is the result of an isolated error
State: VA
Zip: 22701
Submitted Via: Web
Date Sent: 2016-11-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-11-08
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I have an account with USAA who is located in XXXX XXXX Texas. Duringg the last week, I had a situation whereas my bank account was frozen. I did have a chance in telephone number, address, and because I feel I made purchases the bank froze my account. I was made to make XXXX phone calls XXXX XXXX XXXX and identify myself twice. My second phone call was sent to the fraud division. The monies in this account contain my rent, food and money for bills. Today I made XXXX phone calls each time security was an issue. Yes I moved and have a new telephone number. This is my right, and for the bank to freeze my monies I felt this was suggesting that I was committing fraud.
Company Response: Company believes complaint is the result of an isolated error
State: TX
Zip: 79720
Submitted Via: Web
Date Sent: 2016-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-08
Issue: Closing/Cancelling account
Subissue:
Consumer Complaint: XXXX XXXX ; XXXX ; XXXX ; USAA issued me a credit card 13 years ago. On the anniversary of the card USAA sent me a bill for the renewal annual fee ( {$29.00} ). I had n't used the card in years ; it had a zero balance ; and I called the company and cancelled the card. The rep acknowledged that the card would be cancelled but that I had to pay the annual fee. The fee was prospective, not retroactive, and I objected to paying a fee for a card I no longer would have or use. They threatened to adversely affect my credit rating if I did n't pay. I think it 's an illegal fee.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: TX
Zip: 78550
Submitted Via: Web
Date Sent: 2016-11-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-11-04
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: i called in to open a checking account with USAA back in late 2015, whne i was told that i already had a account with them. I told the Rep that i have never opened a previous account with them, so she ask me some personal info to verify what she had on file. the info did not match so she changed it to my current info so who ever was using the account could not continue to use it. i later contacted the fraud department about the discovery conducted a investigation. they gave me a call about a week later stating that i a am still responsible for the negative balance on the account since the infomation matches. i told them that i just updated my info with a customer service rep eariler. i have been trying to resolve this for quite some time but USAA is cooperating at all.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AE
Zip: XXXXX
Submitted Via: Web
Date Sent: 2016-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No