Date Received: 2016-08-02
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: Oh, dear. Where do I start with USAA BANK and all its products. If you want to work with a company that likes to commit major regulation violations, break laws, and ruin consumers lives, this bank is for you. Usaa Bank after being idenity theft and being provided paperwork they not only closed my accounts down illegally they held on to my money for over a month and when it happened they would not give me explanations, they had none. If you are a consumer, RUN! Do not trust them. If you are a federal or state official or work with any government agency you need put them on your hot list.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89104
Submitted Via: Web
Date Sent: 2016-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-08-01
Issue: Problems when you are unable to pay
Subissue:
Consumer Complaint: I had a vehicle reposessed and immediately paid the outstanding amount. I was n't even aware that I was behind on my payments since they were set to " auto pay ''. To add to the problem I moved during that time and my mail did not get to me. It continues to be reported as a suit or judgement to all XXXX credit agencies and is demolishing my credit rating, as well as my ability to qualify for various jobs.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95762
Submitted Via: Web
Date Sent: 2016-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-01
Issue: Unsolicited issuance of credit card
Subissue:
Consumer Complaint: On XXXX XXXX 2016, I cancelled my USAA MasterCard in order to limit my exposure to fraud and credit card risks. USAA opened another USAA XXXX credit card in my name without my consent or knowledge. As such they have now increased my risk to credit card fraud and identity theft. To make the situation worse they did it behind my back in such a manner that I would not be looking for a newly opened credit card. Additionally, when I tried to cancel the unauthorized credit card with USAA, they made the process overly difficult by insisting that they transfer me to a special department to process the cancellation. The reason for the transfer was because it was my only credit card with USAA. In talking with the representative on this matter : they said that if I had a second credit card with USAA that they would be able to cancel it immediately without transferring me to the " special department. '' As luck would have it, the phone call was mysteriously disconnected during the transfer - how convenient for USAA, I thought. The fact that the Bank can unilaterally create a contract between me and them for the extension of credit bothers me. Moreover, USAA makes it very easy to sign up for the card but cancelling the card does not have the same ease of process.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 206XX
Submitted Via: Web
Date Sent: 2016-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-01
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: I obtained a home mortgage through XXXX several years ago. My mortgage was recently sold to Nationstar mortgage. I received a notification by mail that Nationstar will share my personal data such as my social security number and income, my account balances and payment history, and my credit history and scores with other business for marketing and information purposes and I can not opt out. This is a company that I did not choose to do business with. I do n't want my personal information shared by a third party. I do not believe that this should be allowed. Please advise.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: VA
Zip: 22312
Submitted Via: Web
Date Sent: 2016-08-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-01
Issue: Shopping for a loan or lease
Subissue:
Consumer Complaint: Unresolved issues in which USAA OWES XXXX XXXX and myself a vechile has long gone with their lies and deception at its peak. The issues we have with USAA BANK/CREDIT CARD/DEBIT CARD/LOAN SERVICES/CHECKING/ALL AROUND CUSTOMER SERVICE/RENTERS INSURANCE/AUTO INSURANCE/UNFAIR CREDIT REPORTING and all the things that follow from BAD FAITH INSURANCE to LYING all the way down to in my mind fraud. Before these issues, my life, my credit, my career and my identity where not only going very well, but we can prove, we never missed a bill EVER. We can also show faxes, witnesses, police reports, emails, phone records right on down the line and the fact we never were once late with a credit card bill, ever, we always paid more than was expected. So how come if we always paid on time and kept up with other monthly bills did USAA put our credit card in collections when we sent them identity theft paperwork on the credit card and checking account. Falsely putting credit card in collections itself has cost us major health, job, credit issues we never ever had as well as a whole breed of fake things on your credit. The headaches alone we go through daily and the loss in our lives is extreme. Not to mention the dozen of unpaid policy renters and automobile things need to be paid. But even from the first issue when we were massively identity theft through our checking, even though we ended up finding out who it was and there was an arrest and witness to came to us and testified to the culprit wrong doings, the whole time we had money missing from our accounts prior to finding out what was going on USAA BANK was rude and uncaring and told me that it was probably my boyfriend at the time doing it and I should have him arrested. WHAT KINDA COMMENT IS THAT. And after we found out who did it, when we called to let USAA BANK know XXXX ( ext XXXX ) screamed at XXXX XXXX when he was trying to be kind and let them know what was going on, she did not care, she was more concerned if we wanted anything from them. This is something we dealt with everyone from USAA, all my life I never seen any COMPANY get away with so much. RIght after we submitted identity theft paperwork, ON XXXX DIFFERENT INCIDENTS ( but over XXXX something cases in a few weeks of identity theft ) in several weeks.USAA closed our bank accounts down without warning, we were starnded in middle of no where with no gas money, and food. When we asked why, they refused to tell us and they held on to our money for over a month. And when they do give you an answer its some generic response, WE INVESTIGATED AND FOUND THAT COMPANY ACTED IN ITS BEST INTEREST. Ok, first off, they whip they out and use it for an excuse to get away with crime. I believe companies like USAA BANK that get away with as many issues unresolved as ours and caused not only a major shift, but major health issues, career issues, life issues, identity theft issues, I can go on all day, but USAA BANK does n't care, they do n't. Before this, I never had XXXX OF these issues in my life, now I deal with it XXXX hours a day or more. When a company like USAA BANK gets away with this much, this long, and do n't have to answer to anyone, they breed identity thieves, cause then the thieves think they can get away with it cause USAA BANK not only does but has time and time and time and time again. I ca n't write all the issues here, not enough space. This is a fire engine red alert, this is past time to be fixed, and there are health, life and other issues here. USAA BANK has a long long history of just to many of the same kind of issues, and I do n't understand how they are getting away with it and laughing, lying, stealing money from customers, causing typhoon of disaster, even ceo XXXX, not only LIED and I have a recording of it, but he did not care that XXXX and XXXX XXXX had proof we were in the right.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89104
Submitted Via: Web
Date Sent: 2016-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-08-02
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: They have called me repeatedly today, with 3 of the 4 times being hang up phone calls. I answer, they hang up. After I just made a payment on Wednesday of last week. They have threatened multiple times to end my membership which would also cancel my insurance.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 628XX
Submitted Via: Web
Date Sent: 2016-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-30
Issue: Convenience checks
Subissue:
Consumer Complaint: My husband and I are USAA members. We have been insured by USAA ( homes, cars, etc. ) for approx. 20 yrs. In XXXX XXXX, we both received email solicitations to apply for a USAA Visa signature credit card with a special offer of 0 % interest on transactions until XXXX/XXXX/XXXX. The solicitations both mentioned no fee transfers and 0 % interest on such transfers until XXXX/XXXX/XXXX. We applied for the card and received it. Primary applicant was my husband. Shortly after receiving the card, we received convenience checks to be used for balance transfers. Before using a convenience check, I called USAA and spoke with representative named XXXX, ID No. XXXX. She assured me that these convenience checks were covered by the offer terms in the emails we had received - her assurance was that as long as the check posted by XX/XX/XXXX, the 0 % interest feature would apply through XX/XX/XXXX ( as per the offer in the email received by me and the offer in the email received by my husband ). I have provided both of these emails to USAA on several occasions. USAA has confirmed during my attempts to resolve this matter that their records reflect my conversation with XXXX on XX/XX/XXXX, and their records confirm further that XXXX told me the convenience checks could be used with the 0 % interest feature. In reliance upon this representation, I used XXXX of the convenience checks. However, USAA has refused to honor the terms under which we applied for the credit card ( in the email offers, which I provided to USAA during my attempts to resolve this matter ). USAA has charged us interest and late fees in excess of {$200.00}, which will only continue to compound since they are refusing to honor the terms under which we applied for the card. I have spent approximately 5 hours in email exchanges and telephone conversations with USAA representatives attempting to resolve this matter. I have repeatedly sent them the email solicitations to verify the terms of the offer. On two occasions when I called after uploading the documents via the USAA website, they told me they had not received them. However, I had confirmation from their website that the documents uploaded successfully. The last step in this very unpleasant process to resolve USAA 's failure to comply with the terms of its offer involved my very lengthy discussion with a member of USAA 's Executive Resolution Team. Her name is XXXX ', ID No. XXXX. She submitted this matter for review. Several days later, and outside the timeframe in which I was advised USAA would respond, I received an email response from USAA indicating they would not honor the terms of the credit card offer under which we had applied. USAA insists we applied for a card with a different offer, but that is not the case. The email to my husband and the email I received contained the same terms - e.g., enjoy a 0 % introductory APR through XX/XX/XXXX on balances transferred before XX/XX/XXXX. Our balance was in fact transferred prior to XX/XX/XXXX. USAA has indicated that federal law prohibits them from honoring the offer we received. This seems like a bait and switch scenario. I have attempted in good faith to resolve this matter with USAA and received only a very time consuming runaround. Our excellent credit rating has been harmed by USAA 's actions. We feel powerless at this point. We responded to USAA 's solicitation, received verification from a USAA rep ( XXXX ) prior to using a convenience check to take advantage of the 0 % offer, USAA admits that we relied to our detriment on XXXX 's confirmation of the offer ; nevertheless, after charging of excessive amounts in interest and fees, USAA now informs us it will not honor the terms of the card for which we applied, and it will not honor the representations of its representative. Significantly, we applied for the card by clicking on a link in the email offer. Nevertheless, USAA insists we did n't apply for that offer.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29732
Submitted Via: Web
Date Sent: 2016-07-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-29
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: USAA SAVINGS BANK, charged off an account of mine, when I contacted i spoke with XXXX ext XXXX and she clarified an error and the bank paid the charge off amount of {$1.00}. to to satisfy my account, but the bank never updated with the credit bureau to remove the derogatory notations on the account, all of the late payment history and the term charge-off still is attached to, my account, which was not caused by me but by an error the bank made.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33901
Submitted Via: Web
Date Sent: 2016-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-07-28
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I posted a car for sell on XXXX in XXXX. I was contacted by someone who claimed to be interested in buying my vehicle. They convinced me to give them my routing and account number so that they could make a deposit into my account. That person then deposited {$5000.00} into my account, then within one day withdraw {$5100.00}. I was banking with USAA, the bank did not place a hold on the check which is a common practice. USAA contacted me and notified me that they were conducting an investigation on my account and that they believe that I was being scammed. A few days later, I was contacted again by USAA and informed that my account had been suspended and that they found me responsible for the negative balance. I was a advised by consumer affairs to file a police report about the money that was stolen from my account. I filed the report and provided it to USAA. I was told by USAA fraud department that they would continue the investigation into my account and since XXXX I have not received any updates regarding the status of my account. When I contact them they refuse to provided me with any information. USAA now refuses to do any business with me and they have reported me as having a negative banking history with other banks as well. I do not feel that USAA conducted a proper fraud investigation into my account. I would like for them to have provided me with much more communication regarding me account. USAA was my primary banking institution and this incident has caused and continues to cause me financial hardship.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KY
Zip: 422XX
Submitted Via: Web
Date Sent: 2016-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-28
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: To whom it may concern ; USAA Online Banking unfairly closed accounts, Due to several failed attempts to access to my USAA Online Account, on XXXX/XXXX/XXXX, XXXX/XXXX/XXXX, XXXX/XXXX/XXXX, On XXXX/XXXX/XXXX I talked with USAA XXXX ( Supervisor? ) ID number XXXX XXXX specifically the member resolutions Departament and I was told that they have a clause called MORAL TURPITUDE whereby USAA can cancel any account they wish and not do business with whomever they please. Law says, Reasons why USAA can block internet access is if they suspect identity theft or fraud. USAA Online Banking Deactivate my Account. 1 ) Car Insurance ( was closed without my knowledge or explanation ). 2 ) Rental Insurance ( was closed without my knowledge or explanation ). 3 ) Secure Credit Card ( was closed without my knowledge or explanation- NEGATIVE Credit Report Impact, due to closing my CD account ). USAA cancelled access to y Banking Account on XXXX/XXXX/XXXX, I was told over the phone that USAA will not provide auto insurance to me due to prior car accident. ( attached The XXXX insurance letter- the party responsible for the accident ). Also USAA has restricted access to my Online Banking Account which I have been using to pay my bills for the past year. Linked external Bank Accounts. Which I wish they are deleted. Since I am not longer authorized Online access to my Online Banking Account, I must call USAA each time I would like to check my balance, pay bills or transfer funds. Their reasoning behind this is that I could potentially start my own insurance policy online by logging in to my account. If I wanted to fraudulently open an auto insurance claim online, I certainly would n't begin by calling USAA to ask them for an auto insurance renewal quote. Furthermore, for the past year I have demonstrate my banking trustworthiness by having a positive payments balance with USAA high interest rate. I paying my bills on time. I do not see how restricting access to my Online Banking Account is in any way related to obtaining an auto insurance renewal and check the status on a open claim, XXXX/XXXX/XXXX. Rental insurance and Credit Card. The USAA auto insurance Departament has placed a Code. My Banking Account Status restricting. My online access indefinitely because I was honest enough to tell them ( USAA Investigator ) about the auto claim- accident. Which I was not responsible. ( attached XXXX XXXX NV Police Report ). In XX/XX/XXXX, I opened my USAA Online Banking Account, asked be removed mistakes made by Customer Service Representative. They refused to do so. ( attached documentation ). On XX/XX/XXXX, Once I opened the auto claim led to a great confusion. When I opened my USAA online access is XXXX. Last Name XXXX, wrong! Last XXXX XXXX XXXX, wrong! My ex husband XXXX XXXX was USAA member. Military, XXXX XXXX in recovery from XXXX. XXXX in XX/XX/XXXX. Military XXXX in XXXX. This information was reported to USAA Online Bank. Documents were sent multiple times ( email and fax ). I keep copies in my possession. Again, USAA Online Bank denied to remove information ( Logon Last Name information ). Mentioning that the system not allowed make changes. Adding that this did not affect my personal Bank Account. Well, Did Affect my Bank Account and identity ( Social Security Number ). Proof is visible on documents attached. I feel like being discriminated against. I was questioned by USAA Inspector in an inhuman way about XXXX benefits and Confidential Address Program ( CAP ). I want to be treated fairly. NOTE : BEING A WORTHY CLIENT OF THE USAA ONLINE BANK THE REQUEST IS OVERLY BROAD, ; TO RECTIFY THE ERROR AT EARLIEST. Thanking you, XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 897XX
Submitted Via: Web
Date Sent: 2016-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes