Date Received: 2016-09-24
Issue: Transaction issue
Subissue:
Consumer Complaint: This complaint is against USAA credit union. I make payments against my USAA credit card balance via an outside financial institution, XXXX. The checking account # I historically used was changed by XXXX during the summer of XXXX. I updated my checking account number in the USAA online banking system and made payments on the USAA online portal. I believed that the payments I had made posted properly because the balance on my credit card had declined appropriately. It was not until after I logged into USAA around XXXX, XXXX that I learned that my balance on my credit card account did not reflect the prior two payments. I immediately made a large payment and contacted USAA about the error. Since the error, I have moved forward with XXXX CRA disputes and XXXX prior CFPB dispute. After several hours on the phone and multiple disputes the information was properly removed from my credit reports around XXXX, XXXX. The information was later re-inserted into my XXXX and XXXX reports approximately 60 days later without any notification. These two late payments are not representative of the fact the I have over 100+ months of on-time payments made to pay off a vehicle, two personal loans, and six years of credit card use. Most recently, I was told that my case would be looked at by an " executive resolution team, '' though the communication the I actually received was from one individual who himself determined that I was strictly at fault. USAA had promised me on several occasions that they would provide me with the documentation/proof/supporting evidence that they used to deny my claim of inaccurate credit reporting, as well as the documentation that they supposedly sent to me notifying me of failed payments. To this day, USAA has not provided me with any reasonable explanation as to why they refuse to remove this negative information from my credit history. The impact of USAA 's continued negative reporting can not be overstated. This includes nearly two years of extreme emotional distress associated with a significantly reduced credit score that has prevented me from obtaining a mortgage to provide a home for my family, caused the denial of a small business loan, and increased the effective APR on my existing credit accounts. I can not imagine a more compelling case for the Consumer Financial Protection Bureau to investigate. I am a XXXX-retired, XXXX veteran who has completed XXXX to XXXX, XXXX, and XXXX. I am requesting that the CFPB pressure USAA into being transparent and finally provide the documentation that they had promised me on several occasions that justifies their continued adverse reporting. I expect that documentation to include all relevant information including, but certainly not limited to : the date/time/payment account number of the failed transactions, date/time/transaction record of all online banking activities between the dates of XXXX, XXXX XXXX, XXXX. Additionally, I expect that USAA provide me with any and all internal documentation pertaining to all previous internal reviews of this matter. I believe that my request for this documentation is fair and reasonable considering the significant negative impact that USAA 's reporting has had upon my life and my ability to provide for my family. Additionally, I have requested on three separate occasions that the CRA 's provide me with documentation of their dispute investigation that justifies USAA 's continued reporting of adverse information. To this day, I have not been provided any such information except for USAA 's statement that they must report all information accurately. USAA is reporting is NOT accurate because I did make payments for the months in question. Because the payments did not post properly within USAA systems does not negate the fact that I made each of them in good faith.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 895XX
Submitted Via: Web
Date Sent: 2016-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-23
Issue: Unsolicited issuance of credit card
Subissue:
Consumer Complaint: On XX/XX/XXXX I received a letter from a XXXX XXXX XXXX, Executive Director, Member Debt Solutions, USAA Federal Savings Bank, that payment on my USAA credit card account ending in XXXX was past due and I owed {$39.00}. I thought this was a problem because I do not currently have a USAA credit card. Over a year ago ( XX/XX/XXXX ) USAA decided to transfer all of their credit card accounts from Master Card to Visa. Since I had not used the USAA card in ten years I chose not to activate the Visa card they offered, leading me to believe that I did not have a credit card account with USAA as I had not authorized issuance of a new card account. When I called regarding XXXX XXXX letter I was informed that my current USAA Auto Insurance bill had been charged to the Visa card that USAA had offered but I had not activated. I had not received notification of that charge nor did I authorize the charge. Yet it was still charged to the card that had not been activated. ( Attached is a screen shot from the my online account record indicating that as of XX/XX/XXXX the Visa account had not been activated. ) I am wondering how a bank can charge a credit card the account holder has not activated. USAA claims they just " transferred the XXXX XXXX '' account. This feels to me like they opened a new credit card account without my expressed permission and then started charging that account without my permission. As a consumer these actions feel very much like what happened at XXXX XXXX - the bank opening accounts without the account owner 's permission. I paid the outstanding auto insurance bill in full as soon as I realized what was going on AND the late payment credit card fees that USAA added on to it. I would like USAA to refund the late fees and remove 'late payment ' reports from my credit report.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DC
Zip: 20008
Submitted Via: Web
Date Sent: 2016-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-22
Issue: Credit decision / Underwriting
Subissue:
Consumer Complaint: I am attempting to refinance a mortgage with USAA. The company is holding up the loan at this point because there was a dispute on my credit report - not an " open '' dispute, a resolved dispute. Their last email said " XXXX XXXX is showing the disagreement code with a resolution of dispute on your credit. This is what underwriting needs removed. '' XXXX XXXX on their part sent the disagreement code, which I am fine with, and resolving the dispute. What I am understanding from USAA is that they want that to be undone, which XXXX XXXX can not do. A day later, after I inquired as to why such a holdup, about a credit card account with XXXX balance, and whether the issue is risk or something else, I received a response stating " Our underwriters do not manually underwrite files. '' At this point, I am at a dead-end. XXXX XXXX did their part and sent a resolution code, but I suppose USAA still can not accept that as an answer. The only option is to go back in time .... ( I will not continue this sentence - they are not giving me a resolution. ) I feel that USAA should be able to manually underwrite my loan. Now, I started the process XX/XX/XXXX, and even though USAA apologized for the delays, they have been pushing the closing date since XX/XX/XXXX. At this point, I do not think I will be able to close because I am deploying in about 8 days to the XXXX XXXX. The current interest rate on the house is high and I have wanted to rectify this issue for a while.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: TX
Zip: 77449
Submitted Via: Web
Date Sent: 2016-09-23
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-22
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: XX/XX/XXXX, I opened an CD with the USAA bank. 15 years later, I call in XX/XX/XXXX, to check my account and to see how much interest my CD obtained over the years. I am then told by an employee that I have no funds in my account because I got an loan in XX/XX/XXXX. I told the employee I never signed an loan, but they fax me paper work with my signature. Although I told her I do n't recall ever getting this loan, I asked her where was the check because I never received an check. They said they would investigate. I call back two weeks later and they told me the check has n't been cashed, so then I request to get my money back and this is where things get sketchy. They give me the run around for two months, claiming this and that. They were suppose to put out an fraud claim, and my daughter even recorded conversations with them asking where my money was. Finally, I sent an complaint to the XXXX. The XXXX gave them 7 days. The CEO, XXXX XXXX, responded back to the XXXX saying, 'in my account the loan was given to me, and the funds were taken out of my account to pay back the loan. ' However, I sent an rejection to the XXXX telling them I never received an check, and that the check I was suppose to get was not cashed. If the check was n't cashed, why are n't they able to give me my money back in my account or issue me an new check? It 's because they 're stealing from customers. Upon searching online, I have found similar complaints from other customers within my location of who also been betrayed, lied to, and stolen from from this company. The USAA location is XXXX XXXX XXXX, XXXX XXXX Tx, XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78239
Submitted Via: Web
Date Sent: 2016-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-09-20
Issue: Other transaction issues
Subissue:
Consumer Complaint: I used a mobile payment transfer option through my USAA account. USAA offers mobile transfers through XXXX on XXXX XXXX. Shortly after, I realized I mistakenly sent the money to a land line. 1-2 hours had passed before I went on line to cancel the transfer. There was not an option to cancel because it had supposedly already processed. I then contacted USAA 's call center and inquired what I could do. The representative did not appear to know the answers but asked a supervisor. They confirmed the transaction to a land line would reject and be returned to my account within 3-5 days. A week later, I called again to check the status of my refund. This time I was told the previous information was incorrect. The intro nation did n't include the additional 3-5 days to post the money to my account. In other words, the first week was XXXX returning the funds and the second week was USAA posting to my account. I let a full 10 days go by and made my third call to find out where my funds were. This time I received a completely different response. Suddenly I was being told I needed to contact XXXX directly. Yes, over 3 weeks had passed and I was suddenly being told something completely different. I then proceeded to request a supervisor. In the process of transferring me, the representative disconnected my call. This was almost 20 minutes into the call. I fully expected someone to call me back, but obviously USAA did n't think that was important. So, the 4th call on my {$500.00} transfer came the following week. On initial contact, I immediately asked for a supervisor. XXXX in XXXX XXXX proceeded to explain USAA had nothing to do with the transaction and there was nothing they could do for me. I asked to speak to a manager at which point she flat out lied and said no managers were available. I found this extremely hard to believe since it was XXXX in XXXX XXXX. She told me I could request a call back and with 24 hours someone could call. Again, this was unacceptable. I proceeded to push the issue until she conceded there were still mangers at work. She then told me someone would call me that day. Later that night I received a call from XXXX XXXX. While polite, she insisted USAA could not refund my money or assist in any way. She promised to send me the contact info for XXXX, which as of this complaint, I still have not received. Also, when I asked her to simply refund my transfer she stated " regulations prevent her from doing that ''. I work in the industry so I asked which regulations which she replied the " fair lending act ''. This is another lie. If a bank makes a mistake, they have full responsibility to make the customer whole. At the same time, I contacted a family member who works for USAA in XXXX. She reached out to the CEOs executive response team. In between talking with this team, I placed a call to XXXX where I read them my info and confirm that my {$500.00} payment had rejected almost a month prior. It was sitting waiting for USAA to request it. Yes, despite my authentication and ownership of the money, XXXX with XXXX informed me USAA had to request the return. The next say we my first contact with the exec response team, Friday XXXX XXXX. She informed me she could n't reach anyone insides XXXX to return my money. I suggested we try the number I used earlier that day. After 25 minutes and XXXX handoffs, I finally gave up and asked the USAA two to call me when the money was returned. I lost all patience for such a broken, corrupt system. USAA needs to stand behind its products, even when offered through a third party. I spent over 6 hours on calls to find out this was a XXXX to USAA issue. Totally unacceptable.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33611
Submitted Via: Web
Date Sent: 2016-09-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-18
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: While checking my USAA Federal Savings Bank checking account it was noticed that a person I was married to approximately thirty years ago was designated as an authorized signature on my account. This was done by USAA Federal Savings Bank without my consent and I was not notified by the bank. I called USAA Federal Savings bank and asked about this problem. I was told the Bank had a computer glitch and they had taken care of it, BUT some accounts had fallen through the cracks and I was XXXX of them. No apology, no compensation for violating the trust I had placed in that institution. I am not certain if I filed this complaint at an earlier date, but I have no record of a response from the Consumer Finance Protection Bureau.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 757XX
Submitted Via: Web
Date Sent: 2016-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-17
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: i had a account with usaa bank for years someone had gotten in to my acct and the acct had gotten closed the problem was my daughter was also on my acct when this situtation happen they closed her accts also the problem is that my daughters and son in laws paychecks our going in to there accts which they closed because my daughter was on them when she called ans asked if she could get her money the bank usaa said it takes thirty days to get her money when i called other banks they said it only takes five days in other banks we need thid money to pay rent and buy stuff for the kids. i am telling people not to bank with usaa because they do people wrong what they say on tv is wrong
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 601XX
Submitted Via: Web
Date Sent: 2016-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-16
Issue: Making/receiving payments, sending money
Subissue:
Consumer Complaint: i had a account with usaa bank along with my daughter well there was fraud on my acct so what they did was close all the accounts in the mean time they will not let my daughter get her money out of her acct because of the fraud on my acct in the mean time we have no money and asked if we could get the money out and also my son in laws money is going in there they want to hold the money for thirty days we need the money they say they take care of there own which is a lie
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 601XX
Submitted Via: Web
Date Sent: 2016-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-15
Issue: Making/receiving payments, sending money
Subissue:
Consumer Complaint: I have both checking accounts and a credit card with USAA. My USAA credit card was declined on or about XXXX XXXX due to a fraud alert placed by USAA. I called to have the fraud alert removed. The following day I again attempted to make purchases on my credit card and it was declined for a fraud alert. USAA had failed to remove the fraud alert even though I had wasted my time on the phone with them to remove the alert. The payment processor, XXXX after multiple failed attempts defaulted to my checking account.I would like to reiterate this as it seems to have been lost on everyone at USAA, the direct causation of XXXX attempting to withdraw from my checking account is due to the failed credit card transactions due to a fraud alert they placed and failed to remove when called. I have filed multiple complaints with USAA and spoken to them numerous times and they have not refunded the NSF fees. This is horrible customer service and fraudulent as the fees were caused by their actions.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 287XX
Submitted Via: Web
Date Sent: 2016-09-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-15
Issue: Billing disputes
Subissue:
Consumer Complaint: I was shocked when I reviewed my credit report and found late payment on the dates below : 30 days past due as of XX/XX/XXXX, XX/XX/XXXX I am not sure how this happened, I believe that I had made my payments to you when I received my statements. My only thought is that my monthly statement did not get to me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 077XX
Submitted Via: Web
Date Sent: 2016-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No