Date Received: 2016-10-08
Issue: Credit line increase/decrease
Subissue:
Consumer Complaint: Four years ago I opened a secured credit card with XXXX, for the SPECIFIC PURPOSE of improving my credit score. Initially it had a credit limit of {$500.00} and was secured with a {$500.00} CD, also with XXXX. In practice I found that if I put a XXXX dollars on the card my 'credit utilization ' ratio became too high, hurting my credit score, so I called XXXX and increased the CD security to {$2500.00} so that in any given month my % of credit used would be low. XXXX was able to increase the limit on my secured credit-building card in a matter of minutes. They quickly transferred money from my checking account to the CD - very easy and smooth, but with no warning of what lay ahead ... After four years I called XXXX to see if my credit was good enough to 'graduate ' the secured card to an unsecured card ( which is the industry norm ) thereby releasing my {$2500.00}. I was told that XXXX does not graduate cards, but that I should apply for a new card, which I did successfully. Now, a CRITICAL factor in credit is the length of the history of credit. Because of financial difficulties in 2010 many of my older accounts were closed, so it is vitally important to building my credit that I keep open the accounts that I have to build history. XXXX helpfully provides a credit score along with key factors influencing it. It says : " What 's Hurting : Lack of sufficient credit history. What It Means Your credit file does not contain enough information about your use of credit. A credit file with older accounts and/or more accounts reflects more experience with handling credit and can have a positive impact on your credit score. Recommendation : Maintaining open and active credit accounts in good standing can help improve your credit score. '' In other words, XXXX OWN advice is that it is critical that I keep OPEN the secured card they gave me to help build my credit. However, now that I have an unsecured card with a line of $ XXXX it would be poor financial management to keep {$2500.00} needlessly tied up earning near-XXXX interest to secure a line of credit I no longer need. Clearly I should keep the secured account open with a reduced limit - say {$200.00} - so that it remains functional and contributes to my credit history, but releases the money I had tied up securing it. I called XXXX today to reduce the credit limit on the secured card and they will not do it. I spent an hour speaking to a number of representatives and escalating the matter as far as possible. They are absolutely clear : 1 : I can not graduate the secured card to release the security deposit held in a CD 2 : I can not reduce the credit limit and reduce the amount in the CD. The CD can only be increased, or closed. 3 : If I close the CD the secured card account will immediately close DAMAGING MY CREDIT IMMEDIATELY by reducing my credit history 4 : They can not or will not allow me to open a new smaller CD to secure the card thereby allowing the {$2500.00} CD to be closed. Trying to be helpful I even asked if they would change the terms of the secured card to, say 0 % interest and 0 % minimum payment, which ( although it sounds absurd ) would have the effect of giving me back access to my {$2500.00} without penalty. No. THE BOTTOM LINE XXXX has effectively set up an extortion whereby the only way to get back the {$2500.00} I entrusted to them to help build my credit ... is to take a massive and permanent hit to my credit. This is very important. Many credit injustices - bad reporting, erroneous missed payments etc - can be fixed on appeal. But CLOSING a line of credit is a permanent and irreversible negative factor on an account - as even XXXX agree. The choice of hurting my credit or never having access to my {$2500.00} again ( other than on credit card terms ) would be completely unreasonable and unacceptable at any bank, and utterly against XXXX 's character.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 125XX
Submitted Via: Web
Date Sent: 2016-10-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-10-08
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: USAA Bank has recently started putting unnecessary holds on my deposits. My only way of making my deposits is via mobile app. My employer does not offer direct deposit. Not every deposit has a hold placed on it, but the holds are typically a week. One hold was for about XXXX of my deposit. My deposits are typically more or less around {$500.00} per week. There are no logical explanations for these holds. I'be been told one reason was because of a nsf that took place in XX/XX/XXXX. I have also been told the reason was because of average balances. And the holds are not on a specific account since the same amount of hold is placed no matter which of my XXXX deposit accounts I deposit my check to. The holds are n't placed on every deposit. I have had XXXX within the last three months. I 'm sick of this! This is my money, I earned it! I 'm tired of the XXXX excuses! If the American working force can not have better control over their hard earned money, then perhaps we need to do away with banking institutions entirely. USAA is suppose to be a bank for veterans, yet this type of activity is nothing more than harassment. I have had, supposedly since they ca n't tell me specifics about XXXX, XXXX nsf transactions in the over four years i 've been banking with them. I have had only one hold placed on my deposit prior to the last three months and that was over three years ago. I keep getting told it 's now government regulation and that they are doing it to protect me. XXXX! And apparently I am not the only customer having this issue. I have spoke with several having the same or similar problem. I filed a complaint with the FDIC, who sent me an email saying they had forwarded my complaint to you folks. That email was received XX/XX/2016. I have yet to hear from you on this matter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27295
Submitted Via: Web
Date Sent: 2016-10-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-07
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I will like to file a formal complaint against USAA Federal Savings Bank with the Consumer Financial Protection Bureau ( CFPB ). USAA allowed the transfer of funds from my account without my permission and without timely notification of the transfer in accordance with its own policies and procedures governing transfers. On numerous occasions I tried to resolve this matter with USAA. However, as the detailed chronology attached will indicate, USAA failed to take responsibility and has attempted to absorb itself of all responsibility. Therefore, am compelled to file a complaint to seek relief. The relief being sought is to restore those funds that were transferred without authorization and pay the required interest. Any punitive damages legally mandated or part of any pending legal action against USAA are also being sought. For the record, it is relevant that I inform you that I currently reside in XXXX XXXX, XXXX, XXXX. Given that I am not residing in the United States, I specifically requested and it should have been noted on my account to follow specific security procedures before releasing any funds. This is part of the overall USAA policies and procedures governing the transfer of funds. Please refer to the attached " CHRONOLOGICAL OF EVENTS. '' In closing, this is a textbook example of the worst customer service responses to me a customer who had immediately notified them of suspicious activity on my account and requested that they take actions to prevent further breaches of security. USAA representatives did not take " reasonable and timely '' actions after I notified them. This is also a breach of USAA 's own policies and procedures. Even without notice from me, USAA was supposed to have sent email notifications to me asking if I had authorized these transfers/wires. This was not done. To complicate matters and to show either willful neglect or incompetence, after I notified USAA representatives of the initial unauthorized transfers, USAA neither took actions nor notified me via email or telephone of these unauthorized activities. Therefore, USAA is one hundred percent ( 100 % percent ) liable for damages to me.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2016-10-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-06
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: When I began gender transition, and changed my name, my bank began becoming more hostile to talking to me on the phone. They told me I did n't sound like a [ my name ], and would become upset with me. When I tried to get to the identity verification process, they asked me to email them court orders, drivers licences, social security cards, and I have done all of this, and they have sent me a token ( like an RSA token ), but they forward me every time I call them to an extension that drops the call. I have been unable to access my bank account via my phone or via my computer login now for over a year because they view me as being " suspicious. '' The only way I am able to access the money in my account is with my debit card and with direct deposit into that account. I only assume that purchases work. This bank does not have local branches so I can not walk into a branch and show that I am who I say I am. Compounded by this, I used this bank for my auto and renter 's insurance. I no longer have access to any of this, which I accessed through the app on my phone, and all of the above has lapsed, and I can not verify who I am on the phone.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94619
Submitted Via: Web
Date Sent: 2016-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-10-06
Issue: Payoff process
Subissue:
Consumer Complaint: We transferred payment in full on our card, the bank received it and posted it but did not credit it for 7 days. This despite the fact that the funds came from an account at the same financial institution. Meanwhile, our card was declined and we incurred late fees as a result -- again from the same financial institution! Discussions with multiple customer service reps involving hours of phone calls over a one week period led to no answers. A promised call from a " manager '' never occurred.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11201
Submitted Via: Web
Date Sent: 2016-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-06
Issue: Cont'd attempts collect debt not owed
Subissue: Debt was paid
Consumer Complaint: Debt was charged off and i received a XXXX from USAA Savings bank for a 2nd Mortgage {$67000.00}. I received the Mortgage relief from XXXX XXXX XXXX but not from the 2nd mortagage company USAA ( all they did was convert it from the 2nd mortgage to a home improvement loan.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KY
Zip: 42223
Submitted Via: Web
Date Sent: 2016-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-05
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: USAA Federal Savings Bank, XXXX XXXX XXXX, XXXX XXXX, Texas XXXX is the name of the bank and Insurance Company. It seems I had people that were invited by a friend were not good people. They caused severe damage to my home and vehicle during XX/XX/XXXX thru XX/XX/XXXX. Then when my car was totaled shortly after that this company called and canceled my insurance and closed my checking account. They claim is was because I lied on a claim on tires that happened just 1 week before my vehicle was totaled. I lied on a claim that I had already paid for because I wanted to see what they would say as I had XXXX tires slashed in XX/XX/XXXX that I had paid myself. I thought they would be understanding but I just had many claims and I feel they were looking for a way to just get rid of me. I did not know the persons that were living with me were drug dealers and sold drugs out of my basement. After they were arrested I was able to freely enter the basement with the police and found evidence of what they were arrested. I feel bad I could not do more to help the insurance company get some of their money back. When I was notified my car had been taken and I had to walk everywhere. The pain I had on my left side was very bad from the accident. I had to beg and pay people to take me places which was very expensive. Too much happening for them to cancel me now. Since I am a XXXX I feel I was discriminated because of my age since I am XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 63366
Submitted Via: Web
Date Sent: 2016-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-05
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: Made a payment in the amount of {$150.00} from my personal bank account on XXXX/XXXX/16 due to arrive to USAA on XXXX/XXXX/16. I received the bill and noticed the payment was not credited and I immediately called. The late fee was credited and the associate advised us to upload proof of payment to the USAA website so they could investigate the dispute. My wife did this on XXXX/XXXX/16. I called USAA today and the associate stated that what we obtained from the bank was not accurate and that they tried to contact us on Monday XXXX. We have no record of this. In the meantime, my account is showing as past due and the associate even tried to collect a payment from me instead of helping me with the issue, which is where is my {$150.00} payment? At this point, I am asking for your assistance as it appears the USAA credit card is not aware of how to process an FCBA dispute. I asked what else they need me to get from the bank and the associate did not know. They said to give them a few more days to look into this but I am not confident of the investigation process.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 43004
Submitted Via: Web
Date Sent: 2016-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-04
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I have been charged multiple NSF fees. USAA goes by the available balance and not the ledger balance. When the debit card is wiped usaa immediately deducts this from the amount before it ever hard posts. There is no cutoff time for this. BUT when a deposit is made, it has to hard post to be used same business day. i feel this is predatory practice! for example, its XXXX and my account has XXXX. I swipe my card for XXXX and it is pending. that same night an ACH transaction comes in for XXXX, the XXXX is still pending. I WILL GET A NSF FEE! even if i transfer to cover the XXXX, because it is after cutoff the deposit does matter. Even if the XXXX never hard posts usaa only sees available balance which is unfair because they do not do the same for deposits. My ledger balance never goes negative however i receive the NSF fees.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76544
Submitted Via: Web
Date Sent: 2016-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-29
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: USAA ( loan officer XXXX XXXX ) pre-approved me for a {$410000.00} mortgage loan in XXXX 2016. I searched for a home and found XXXX. In XXXX 2016, USAA approved me for a mortgage of {$160000.00}, but the home purchase fell through due to damage exposed in the home inspection. In XXXX, since the previous pre-qualification had expired, USAA again ( though this time, through a supervisor, XXXX XXXX XXXX pre-approved me for a mortgage of {$410000.00}. I was unable to find a house, and approximately 90 days later on XXXX XXXX, 2016 USAA ( through XXXX XXXX ) approved me for a mortgage of {$410000.00}. For each mortgage pre-approval ( and for the approved mortgage ), I disclosed that 100 % of my income for the past 6 years was earned abroad and that I have not yet filed XXXX tax returns on this income. I completed a full credit report and XXXX hour interview, which USAA recorded. After I made a contract on a home on XXXX XXXX, USAA suddenly declared that it would be unable to issue a mortgage for {$160000.00} since all of my income was earned abroad. This should not have been - and indeed was not - news to them. The previous pre-qualifications were based on my foreign-earned income. I was referred from XXXX customer service office to the next, from XXXX supervisor to the next. USAA offered to put my parents on the loan to help resolve the problem ( without clarifying that this would also put them on the title, until later ). USAA rarely returned my calls until finally, on XXXX XXXX I was referred to their " executive resolutions team. '' The agent told me to provide proof of filing XXXX tax returns, and I told him to " not cancel my application '' and that I would provide him proof in 2 days, as I had a CPA meeting on the XXXX. On XXXX XXXX, USAA overnighted a mortgage application for me to sign and return by XXXX XXXX, 2016. They sent the same package to my parents and both packages contained confidential information related to me that USAA was not permitted to disclose. What 's more, the application was riddled with errors and could not be signed in the state that it was sent. I emailed USAA on XXXX XXXX asking what to do with the application. USAA then informed me that I " no longer had any applications with USAA '', since the application had been cancelled on XXXX XXXX. In response to my inquiry, USAA explained that the application had been overnighted on the evening of the following day in error. I was referred to the CEO 's resolution team, and then to the business resolution team, and no one has managed to resolve this. Now, my closing date has been cancelled and I am looking for another lender. This experience has been a hardship for me and my family.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 48104
Submitted Via: Web
Date Sent: 2016-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No