Date Received: 2016-09-14
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: Usaa bank did illegal closure of my checking account, savings account, credit card, renters insurance and auto insurance and illegal credit reporting. I need help from media FTC Now!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89104
Submitted Via: Web
Date Sent: 2016-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-14
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: Usaa bank and its evil CEO XXXX and XXXX XXXX ( ext XXXX ) illegally closed my account down after being identity theft then kept over {$15000.00} in my accounts
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89104
Submitted Via: Web
Date Sent: 2016-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-13
Issue: Cash advance fee
Subissue:
Consumer Complaint: My complaint is about what happens when a credit card cash advance is made. I do not take cash advances on my credit card, so I was not aware of how the credit card companies handle repayment of cash advances and corresponding interest charged until a few weeks ago. ( Overdraft protection for My USAA checking account is my USAA credit card. USAA. By mistake, USAA invoked my overdraft protection for a charge to a checking account that was supposed to be closed. It is what happened when the cash advance was made that triggered my frustrating experience. My frustration is due to how the cash advance affected interest charges to my credit card account -- and that is probably not USAA 's process but either XXXX 's or XXXX 's. Since USAA also switched from XXXX to XXXX during this time -- I can not determine which company is at fault -- but they probably handle cash advances the same way. What I want to happen is for the Consumer Financial Protection Agency to make industry-wide changes for all credit card issuers. Usually, I pay off my credit card balance in full, and no interest is charged. But when a cash advance is made, if I pay the statement balance in full, I will also incur an interest charge on my next statement for that cash advance, if I charged purchases after the first CC statement date. [ YES, this is confusing ] So, the only way to stop interest from continually accruing each month after a cash advance has been made, is to CALL my bank, find out the total account balance on the day I call, and pay it all off immediately, so the account balance is XXXX. If I do not do this and pay the statement balance in full each month - I will get an interest charge on every future statement for the cash advance I took months before. I am sure most people are not aware of this. It is unethical. If the credit card company is going to treat regular purchases differently from cash advances, the customer should be able to pay them separately. AND YOUR DEPARTMENT SHOULD SEE THAT THEY CAN. I can think of several ways to address this interest scam - but I 'm sure you can think of better solutions. The point is there are solutions that are fair to the customer and the company making cash advances ; solutions that are not ripping off customers. For example : 1. When cash advances are made, the credit card statement should separately list regular charges and interest accrued, and cash advance totals and interest accrued for that month. 2. Customers should be able to pay off regular charges & their interest, and cash advances and their interest SEPARATELY. 3. Customers should be notified IN LARGE PRINT, on any statement with cash advance charges/interest, that the only way to pay off cash advances and corresponding interest charges completely is to call the company, get the current cash advance balance ( including interest ), and pay while on the phone. 4. Customers should be able to indicate with their statement payments that all interest and cash advances should be paid off first, and the remainder of their payment should go to regular charges.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 656XX
Submitted Via: Web
Date Sent: 2016-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-12
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I am XXXX military, and have been since XX/XX/XXXX. In XX/XX/XXXX I purchased a house in XXXX, Arizona through USAA. The loan was a split ( XXXX ). I left the US to serve XXXX from XXXX until XXXX. During this time USAA sold the primary to another mortgage lender, but USAA retained the " XXXX % '' of the loan for themselves. I returned to the US and was divorced shortly after in XX/XX/XXXX-XX/XX/XXXX and because of the housing market crash, the house was upside down. When I attempted to execute a short sale to remove the property as a joint holding between my ex-wife and I, she declined to do so out of pure vindictiveness. This forces the disposal of the property to have to be foreclosed upon in order to break ties and liquidate the property. The foreclosure process began, USAA refusel the XXXX / XXXX offer to settle with the primary lender, and the first mortgage holder closed without them. USAA somehoe re-catorgized the loan as a " Home Equity Line of Credit '' even though it was original purchase money and not an HLOC. In the State of Arizona, there are laws ( see the attached letter as a reference ), that state that all money used as original purchase money, is " forgiven '' at the time of foreclosure. USAA has failed to recognize these laws and recorded my mortgage, even after the foreclosure, as a open account with a XXXX balance. After seeking assistance from military legal offices, USAA 's only actions in response to the letter requesting the removal of the loan from my credit report, was to file a XXXX and report the loan as loss to them, and capital gains for me. I got smaked with the tax bill, and paid as required. However, even after USAA recorded the loss, they still continue to report the mortgage loan on my credit reports and will not communicate with me, or my proxies to resolve this issue. In one event, they actually withheld my military pay to make a mortgage payment forcing me to change my military direct deposit banks to prevent further interference from the bank. I have successfully gotten one of the credit agencies to remove the account based on the law, but USAA has proven to be manipulative and uncooperative, especially since they claim to be a military affiliated institution that is stonewalling an XXXX military member causing massive financial implications in direct contract with the Arizona Revised Statutes that they agree to abide by when they do business in those states. This is a typical struggle of the little guy against the " big bank '' who uses stonewall tactics for their own financial gain, while the whole time advertising themselves as being a " military member supportive institution ''.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22554
Submitted Via: Web
Date Sent: 2016-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-09-11
Issue: Billing disputes
Subissue:
Consumer Complaint: A charge of {$520.00} from " XXXX '' was entered on my USAA Credit Card on XX/XX/2016. I attempted contact with the merchant and was unsuccessful. [ The 'merchant ' is listed on the url as " XXXX '' with which I have no affiliation, nor have I ever purchased or donated to them. The phone number associated with the 'merchant ' is : XXXX. Reverse Lookup shows it belongs to one XXXX, IL XXXX. I do not know this person ... In the meantime, on XX/XX/2016 I contacted USAA to dispute the charge. Though the charge was reversed, at that time, it reappeared on my XXXX statement. I contacted USAA again to dispute and was told that their investigation was 'unable to determine why you believe the transaction is not valid ' [ This in a letter which I subsequently received dated XX/XX/2016! Attached ] I contacted USAA again to dispute the charge on XX/XX/2016. They, in turn, XXXX a replacement credit card and again gave me 'temporary credit ' for the charge.They also agreed to have someone from their fraud department contact me, within 48 hours, to further discuss the issue. The phone call never happened, but I did notice in checking my statement balance on XX/XX/2016, online, that they had reapplied a credit of {$520.00} to my account. That was the THIRD time ... To my dismay, anger actually, I checked my statement balance online again on XX/XX/2016 and found that the charge was again on my account. I have contacted USAA on numerous times in attempts to resolve this issue and frankly do n't know where to turn from this point as those contacts have proven fruitless!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 279XX
Submitted Via: Web
Date Sent: 2016-09-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-10
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I fell victim to a job scam for a XXXX that was starting business in America but is headquarter in XXXX ( they went the extra mile to prove legitimacy ) I was told by employer that client was sending me funds that I needed to open a business account at XXXX XXXX XXXX ( they apparently bank there and they said it was cheaper fees ). The wire transfer was sent from client to my bank account via wire transfer ... the bank approved the funds. I did the job. The client attempted to send me another wire transfer. I became uncomfortable with this because it went to my personal account with USAA and not the account they told me to set up. When I tried to send the money my account was froze. All I was told was that it would be three days and my account went to the fraud department ... no details. I talked to my employer who said he would send proof of legitimacy.I sent documents given by employer. When I was accused of fraud because the client spelled his name wrong my employer said he would contact an attorney and get back to me ... well needless to say I never got paid and he never called back. I discover I was part of a job scam. I call the bank to see what they said. They accused me of first party fraud because the client spelled his name wrong when he sent the first transfer. The bank took A WEEK to reject the XXXX wire transfer. I fell victim to a job scam. I know this now. Sadly the bank is keeping my fiance 's XXXX hard earned dollars and we were told we owe almost XXXX dollars! The bank has treated me horribly. They offered no help. I have filed with the state attorney general, the fbi Internet crimes department and the FTC. A domestic wire transfer should n't take a week to reject. USAA should have contacted me way before then, they said that they approved the funds so now we are stuck with the bill. They approved the funds in a few minutes, they should have called and questioned me and help me keep from falling for this. I fell for the scam because everything checked out there were details, numbers contracts and proof of registration as a business. I did n't know anything about job scams until now ... USAA knows who sent me the fraudulent wire transfer. I have the information and bank account numbers of where the money went. Instead of ordering me to repay what the bank was scammed out of why cant they go after the people who tricked me? USAA has hardly told me anything. They only accused me of fraud said they were exercising their rights to not do business with me or my fianc and said they were closing our account and we owe almost XXXX. I do n't feel like I was protected under fraud protection. They did n't provide any information once they froze the account they did n't ask questions to try to keep this from happening. To make matters worse they treated me wrong. When my fianc called they made it seem like we dilibertly caused this. If an investigation is opened to prevent fraud they should at least call and ask questions. Also when we called or messaged they would n't answer our questions. Why does n't the fraud department have a number to call and talk to someone? The day the wire transfer sent if they would have froze the account then and investigated it they could have found the error and rejected it. We spent a week with no money. Our bills are late and we lost our money. USAA did n't protect their customers. They set us up. It even says wire transfers are REVIEWED THE SAME DAY! This one was n't reviewed the same day.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AR
Zip: 72501
Submitted Via: Web
Date Sent: 2016-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-09-10
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: On XXXX of 2016 my girlfriend accepted a job. Little to our knowledge it was a job scam. The job provided contracts, websites, accreditation, and business registration number. She was told her job was an XXXX. She was told a client was sending money to our account. She was told to open a XXXX XXXX XXXX account. She was told after thirty days they would put her on the company account but until then she had to use her own. The client wired XXXX into our account. The bank approved it and allowed her to move the money. Domestic wire transfers are reviewed and posted the same day. It took a week for them to decide to reject the wire transfer. They froze the account with NO NOTICE. They would n't tell me anything but that my account was under review and to call in three business days. I could n't access my money. I am in the XXXX in three months. I was treated awful by the bank they did n't work with me at all. They accused me of fraud. They should have froze the account the day the wire transfer went in and investigated it then. They should have flagged it. My girlfriend was scammed and we have to pay for it? What kind of protection is that? The fraud department at USAA does n't even have contact information. They said we could n't talk to anyone about the investigation. It was n't until the bank froze the account we found out the job was a scam. We wish we would have known the day the transfer happened. This job spent three weeks convincing and " training '' my girlfriend. She had no idea it was a scam and she even XXXX and asked for verifications. The bank let us down by not protecting us. We make average money the bank has never seen huge amounts hit out account they should have called and asked about it. They should have investigated it. Within a week of freezing the account all they said was the name was spelled wrong. They were accusing US of first party fraud? And they were exercising their right to do business with us ... not to mention informing us the bank took a " hit '' by approving the funds they did n't review so we had to pay it back.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AR
Zip: 72501
Submitted Via: Web
Date Sent: 2016-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-09
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: On XX/XX/2016, I received a letter from USAA requesting additional documentation that could confirm my military service to ensure access to USAA 's products. ( I did not request any services from USAA and I have not been in the service ) I called them on XX/XX/2016 - someone applied for and was granted a debit card ( Account # XXXX ) using my personal information. ( Currently - my credit is frozen in all XXXX credit monitoring services ). USAA agent said they do not do credit checks if someone opens a debit account. This illegal account is now locked. This fraudulent account was applied for and approved online.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 339XX
Submitted Via: Web
Date Sent: 2016-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-08
Issue: Problems when you are unable to pay
Subissue:
Consumer Complaint: USAA knowingly uses a criminal enterprise to steal vehicles, cash inside the vehicles and personal identifiable information. USAA promised me I was being considered for a loan modification and promised me as long as the loan was in the process that nothing would happen. I find out later they lied and my vehicles were stolen off my property. USAA rep told me once a decision was made on the loan modification that I would have 5 days to bring the loan current if it were over 60 days. They lied and pulled a bait and switch.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 300XX
Submitted Via: Web
Date Sent: 2016-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-09-07
Issue: Making/receiving payments, sending money
Subissue:
Consumer Complaint: I am a member of USAA, and have been for over 3 years. I recently was forced to obtain a new chipped debit card, and since I have received it there has been too many problems to count. USAA is placing fraud holds on my account multiple times per day, requiring me to call them repetitively daily after most of my transactions. I have asked is this hold being placed manually or automated, and was told it is automated. The last straw was on XXXX/XXXX/2017, I made a few purchases, and my car broke down that morning. I have kids and work, so I needed a rental ASAP, when arriving to enterprise they tried to process my transaction and it declined. I then called USAA and stayed on the phone with them over an hour trying to fix the cause of the problem, which they stated was because of the transactions, I placed earlier being fraud. I told them it was me, and when the card was reactivated enterprise said they could n't use my card any more because it was declined. I then had to transfer money to another account, and pay USAA a XXXX transfer fee. Even though this whole issue was their fault. I then later needed to pay my mortgage on that day, and when trying to pay it online through XXXX, was declined again. I called USAA and was given the run around for about an hour, after all the hassle they still did not help me. I was unable to process my transaction, causing another fee with my mortgage company. I think it is a disgrace when someone has the money in their account, and in times they really need it are constantly being blocked because of a flawed automated system. I have never been with a bank that blocks my card after use like this bank does. I should be able to access and spend my money any way I wish. This is a problem for me because I handle alot of bill paying online, as well as other transactions. I have to call them at least 2-3 times a day since I received this new card to reset it because it keeps saying fraud.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 70122
Submitted Via: Web
Date Sent: 2016-09-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No