Date Received: 2016-10-13
Issue: Other
Subissue:
Consumer Complaint: PAYMENT ALLOCATION VIOLATION : I spoke with XXXX USAA representatives yesterday and sent them a message about my credit card payments not being applied in accordance with USAA 's credit card agreement nor by the Credit Card Act of 2009 which requires payments above the minimum payment to be applied to the balance with the highest interest rate/APR until the payment/balance is exhausted. I got XXXX separate answers from the representatives, XXXX in violation.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 325XX
Submitted Via: Web
Date Sent: 2016-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-10-13
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I fell behind on a car loan with USAA and the bank froze my access to my checking account. I had no idea what the balance was and it led to a number of insufficient funds charges. I saw this article this morning XXXX and after reading this article, I believe this is what USAA did to me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 700XX
Submitted Via: Web
Date Sent: 2016-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-14
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: Hello, I recently contacted and reported a privacy concern regarding USAA Your submission, [ Case number : XXXX ]. I have since experienced retaliation were they have now closed all of my banking and credit card accounts without reason without proper notification or reason other than a generic notice dated XXXX XXXX that they have decided to no longer do business with us per the customer service department. We have a been customer with USAA for years and they have always assisted us even in our most extreme difficult time and now when I submit a complaint and bring attention to their customer service practices our account abruptly gets closed and stating checks are being sent out from closure of our account and this has severely inconvenienced my family and my husband who is overseas to fight for our country. I have never experienced such infidel behavior and this is unacceptable. I seek to have all of our accounts reestablished and reopen all banking checking and savings and credit card accounts without lapse or gaps of any history affecting our credit. I also want the inquiry removed that was ran beyond my knowledge and my authority. When I called and spoke with their credit card customer service department on XXXX XXXX to report fraudulent charges from XXXX XXXX on my credit card and requested a new card under the same established account and not closure of my accounts. I received my credit card express delivery Saturday faster than expected from XXXX days shipping. Upon my return Sunday I found my card and called to have it activated was advised by credit card customer service I could not and only my account for the credit card was closed and my husbands was open and a supervisor advised they did not know why. They advised i needed to call back on Monday for the reason why. I advised them I have already exhausted a lot of time and requested a call back and verified and provided the new correct number with the supervisor and she advised that I would receive my call back from XXXX - XXXX tomorrow, Monday XXXX. Of course Monday morning no call as advised from the supervisor. I called them back after XXXX and was disconnected and transferred to the incorrect departments multiple times to finally get an agent out of the correct department and state they show no reason why as well and was going to have the Manager call me back within 24hrs regarding my account. Please help for I am without any money or funds to feed my family. No Military Spouse or Family should have to suffer as a result of unfair practices.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 318XX
Submitted Via: Web
Date Sent: 2016-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-13
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: USAA erroneously duplicated the images of an electronic check deposited that in affect deposit XXXX check twice versus the XXXX checks i was attempting to deposit. After becoming aware of the error and informing the bank of the error USAA eventually deducted the duplicate deposit and forced me to redeposit the missing check. After 2 weeks USAA again deducted the deposited check from my account and then charged fees and deducted funds from other accounts to cover the short fall. USAA refuses to fix their duplicate deduction despite admitting the issue and " submitting '' paperwork to resolve the issue. Every time I call back I get the specific transaction was n't an error. Sorry we 'll have to resubmit. MY accounts were fraudulently deducted credit the money and USAA refuses to fix it. It has been over 30 days since I first contacted USAA about this issue and they continue to give me the run around.
Company Response: Company believes complaint is the result of an isolated error
State: MD
Zip: 210XX
Submitted Via: Web
Date Sent: 2016-10-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-10-12
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: USAA bank have denied and have suspended our online banking access due to a prior debt that went to collection. This is sort of the same thing that XXXX XXXX XXXX XXXX is being sued for. It is unfair. We still have our money in that bank and we are unable to access our accounts online. We only have the mobile app. That said, it seems though we are being retaliated against. The bank is where people deposit their monies. It 's unfair to deny me online access to my account because I have a delinquent debt. The bank have a protocol to go through to collect debts. They were aware of that when they founded the bank and had their ribbon cutting ceremony that there would be losses. That people will fall short as we have. This account is over 15years old and still we have no access. Collections no longer report this debt, also the bank has wrote if off. Still, we are being penalized. Please help us. We are a military family and do n't have access to a local bank USAA in our area.. However, they are penalizing us by not allowing us access to online banking it is still under suspension. Thanks
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 63366
Submitted Via: Web
Date Sent: 2016-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-12
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I have XXXX checking accounts with USAA and I owed money in XXXX account and today I am locked out of all of my accounts until I pay the negative balance. The balance in my other accounts was taken out and put toward that balance all of my cards are frozen. I never received any notice that this was going to be done and now I ca n't pay my rent or car payment.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 90025
Submitted Via: Web
Date Sent: 2016-10-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-12
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: USAA bank WILL restrict its members access to accounts if they owe money to them for ANYTHING- NSF fees, overdrawn accounts, credit cards and loans. They will completely empty your account and leave you with NO money even if ALL of your money comes soely from XXXX ( VA and social security ) BE VERY CAREFUL when dealing with them.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: 54650
Submitted Via: Web
Date Sent: 2016-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-10-10
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I pay excess principal on my monthly mortgage. The check is sent monthly for XXXX, and the mortgage payment due is around XXXX. Despite numerous calls ( around 10 ) to the mortgage servicer, they continue to intermittently misallocate my payment, helping themselves to extra interest or advancing my monthly payment by one month. They tell me it is fixed, and the next month they do the same thing. I bank with USAA Federal Savings Bank in TX. They originated the loan. Both XXXX and XXXX have serviced the loan, and both companies have repeatedly misallocated my payments. The information from XXXX is attached. The information from XXXX was modified after my call to them this week, and no longer reflects their misapplication of my XXXX or XXXX payment. This should also be illegal : changing banking documents rather than showing the correction-
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98370
Submitted Via: Web
Date Sent: 2016-10-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-10-10
Issue: Taking out the loan or lease
Subissue:
Consumer Complaint: I am a victim of ID Theft. Someone has used my information to open a couple fraudulent loans with USAA as well as filing fraudulent claims using my information. I disputed the debt with USAA and provided the fraud packet as well as a police report outlining fraudsters name, address history, etc. USAA never returns my call. It 's been almost a year since I 've disputed this. They tell me they are investigating and never call back. USAA also sold the debts to a collection agency while I was disputing it. They were aware I said it was fraud and they still sold it. I called them approximately two weeks ago only to be told ( several times ) they would call back in a couple days and never do. I believe they are stalling and not resolving these debts in order to resell them. It 's been well over the allowed 60 days to investigate and resolve this fraudulent debt. These debts are significant and my credit is being damaged. There are XXXX loans XXXX is over XXXX and XXXX is almost XXXX.
Company Response: Company can't verify or dispute the facts in the complaint
State: NC
Zip: 27253
Submitted Via: Web
Date Sent: 2016-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-10-09
Issue: Credit card protection / Debt protection
Subissue:
Consumer Complaint: I am bringing to your attention the unfair practices of USAA Federal Savings Bank/Credit Card Services, of holding their members money hostage for 10 days although a transaction occurred in error as a result of their computer system glitch or error. On Tuesday, XX/XX/2016 I tried to pay my credit card online ( as I normally do on the USAA website every month ) and initially, their website had a glitch and would not allow me to process my payment of {$2600.00} ( red print message reading excessive transaction or something to that extent ). The XXXX account I use has a healthy balance so I did n't understand. I tried again ; same thing and it rejected the transaction. Finally, I reduced the payment to {$1800.00} and after a brief but uncertain wait, the transaction was accepted and confirmation # XXXX was issued. I was certain everything went well so I logged out of the USAA website. The very next day I receive an overdraft notice from my other bank ( XXXX ) indicating that USAA had withdrawn two credit card payments at the same time ; one for the intended amount of {$1800.00} and another at the same time and date for {$2600.00} ( the amount that had been rejected initially ). On Wed, XX/XX/XXXX, I called USAA credit card services and spoke to a young lady who consulted with someone in her department and assured me that the double payment should have never occurred and would refund the {$2600.00} back into the XXXX account within two days. Furthermore, she said a letter of the refund request would go out to me immediately. I waited patiently all day Thursday, XX/XX/XXXX, for the transaction to be completed. The refund was initiated because the balance on the credit card had been adjusted to reflect the refund but suddenly USAA reversed the refund request and placed the {$2600.00} back into the credit card as a double payment again. On Friday, XX/XX/2016, I contacted USAA numerous times and spoke to many customer assistance representatives but none of them would put me on the phone with a supervisor after I explained what transpired. Everyone I spoke with agreed that a large transaction like this one to occur on the same date and time was unusual. Finally, upon threatening to close all my accounts because of their payment system glitch, I was transferred to a senior specialist by the name of XXXX. This young lady also told me that there was no supervisor or manager available to explain the sudden reversal of the refund that was originally initiated on Wed, XXXX. This lady told me I only had XXXX choices, I could borrow my own money ( the {$2600.00} ) back as a cash advance and pay USAA interest and fees on the amount or they can hold the {$2600.00} for 10 days and then attempt a wire transfer back into my XXXX account for which I would incur a fee from XXXX XXXX. I continuously requested a supervisor with authority to resolve this error immediately and XXXX repeatedly stated that she was in the same department. I told her I understood she was in the same department but that she did not have the authority to resolve this matter. However, she continued like a preprogrammed parrot and stated over and over again that she was in the same department and a supervisor would not be able to help me. In the meantime, because of their credit card/computer system glitch, I have diminished funds in my XXXX Account to pay other bills that are now due. In my opinion, this is not only unfair but is a crime that a consumer should not be subjected to through no fault of their own. I would like an immediate refund of my {$2600.00} double payment back into my XXXX bank account. Thanking you in advance for your attention and consideration in this matter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2016-10-09
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No