Date Received: 2016-07-08
Issue: Closing/Cancelling account
Subissue:
Consumer Complaint: I had a credit card with USAA, my available credit was {$16000.00}. My balance is currently around {$3000.00}. In XXXX 2016 unauthorzed transactions were placed on my account, as a result my credit limit was exceeded. Therefore, USAA revoked the account. I filed my disputes, USAA investigated the un-authorized transactions and reversed them. However, refuses to place my account back to the original status prior to the un-authorized transaction activity. USAA has also forwarded this inaccurate information to all XXXX credit bureaus. I have disputed the reporting of my account revoked and balance, with the bureaus, they have requested an investigation. Therefore, USAA has triggered my ability to collect damages. My credit score has been lowered by XXXX pts. currently around XXXX from XXXX. I have made all my payments, all much higher than the required.I have made a total of over {$7000.00} in payments just this year. I have sent numerous emails but USAA refuses to follow federal policy. I am in the process of securing a large construction loan ( in the XXXX figure range ) the higher interest rate will cost me more than {$35000.00} over the course of the loan unless this USAA returns my account to its original status and reports it correctly to the credit bureaus.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 480XX
Submitted Via: Web
Date Sent: 2016-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-07
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I am XXXX and was discriminated against by USAA because of my race/class. On XXXX/XXXX/16 I deposited a money order in my account for {$500.00}. The money order was placed on hold until XXXX/XXXX/16. I called to speak with an agent on XXXX/XXXX/16 to see why the hold had been placed on money order ( same as cash ) that I 'd purchased with cash. The first agent I spoke with ( XXXX ) asked me where did I get the money from to by the money order. Which is discrimination and was not the cause of my money being held. I asked her what did she mean and she said how did you make that money. I told her I was offened by that question. She never apologized. I explained to her that I had checks coming out of the account ( rent, etc. ) that the money would need to cover and if not available my account would be overdrawn. I also explained to her the hardship it would cause my family and the only reason I deposited the money orders is because I thought it was the same as cash. There is no USAA bank in my state so other than direct deposit and depositing money orders through my mibile account I have no way of depositing funds. I asked if the call could be escalated to another department which it was. The second representative I assumed would better trained in costumer service but not so. She too belittled me asking " I do n't understand way you would deposit the money orders with the possibility of them being held. '' This was after I 'd explained to her that I thought the money order was same as cash. She was very rude and told me " I 'm not reversing the hold now what else do you want to talk about. '' As of now {$560.00} ( money orders which I purchased ) is on hold and will not be released until XXXX/XXXX/2016. Please advise me what to do at this point.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 35235
Submitted Via: Web
Date Sent: 2016-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-07
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I filled a fraud with the FTC a few months back about I fraud account opened in my name with USAA. I sent out letters to them but have not received anything back from them. I called them and all they did was update my personal info so whoever could n't use the account which has a negative balance. They said I 'm responsible but I do n't see how.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AE
Zip: XXXXX
Submitted Via: Web
Date Sent: 2016-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-07-05
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: The bank is USAA Federal Savings Bank. I have been a customer for over 12 years. The bank allowed access to my checking, savings, and insurance accounts. Within minutes someone had taken a little over {$800.00} out of my accounts. I received notification via email that my car insurance id was ready to access as well as a quote for car insurance. I had not called the bank to do these actions. So I then called the bank but could not access the automated information due to it not recognizing my zip code or other personal identifiers previously in place. When I spoke to a representative I was told the account would not have the changes take effect to the insurance and it seems as someone called in as me. I was travelling so I ended the call but attempted to check my mobile app to determine if my bank account was touched, I was able to access via the app at first and found that there had been transfers from my savings and another checking account into a main account at the bank that I had not authorized. I immediately called the bank back again and after a 30 minute wait to speak to a representative was disconnected during a transfer to security. I had to call back again and waited approximately 30 more minutes to speak to someone again. I advised them that I did not authorize any change, transfers, or withdrawals other than a gas purchase and food purchases not over {$10.00} and wanted to file an unauthorized access to the account. When I advised them that I was travelling for the holiday and I needed my funds, not to let anyone take the money they advised they would allow me to get to an ATM to withdrawal funds. However, my card did not work with the PIN and then I was told the money I saw minutes ago on the app was no longer there because of a XXXX Transfer. I had not authorized a XXXX transfer I had been on the phone within minutes of the unauthorized access due to the account alert from the insurance access. I was stranded during my travels and told it would take 3 - 5 business days before I could access the money or get anything back. USAA would only apologize even though their records show they provided unauthorized access ( they called it suspicious caller ) to my account. A representative made a comment after reading the notes in my account " Oh this is bad ''. They apparently sent a Power of Attorney to someone but I received no form in my email account, which the caller could not even provide the correct email address per the representative. I would like to request the notes on the account so I can read what actually happened. There is a Freedom of Information Act which should allow this. My paycheck will be deposited and I will not be able to access it all due to someone being provided access to my account over the phone and online.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20874
Submitted Via: Web
Date Sent: 2016-07-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-05
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: Closed on a home on XXXX XXXX, 2016. Received a notice in the mail from USAA saying they " completed an analysis of your escrow account, and has adjusted your mortgage payment to reflect changes in your real estate taxes or property insurance. '' The difference in our monthly payment is {$240.00}. How can they raise our mortgage payment if we 've already closed and signed based on a completely different agreed upon payment? Why was n't an " analysis '' done before we closed?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23435
Submitted Via: Web
Date Sent: 2016-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-01
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I submitted a complaint to you around XXXX XXXX, but for whatever reason, I do n't think it made it to you as I have not yet received a confirmation email. This is what was submitted : There were XXXX unauthorized ACH withdrawals from my checking account this past XXXX XXXX and XXXX XXXX. I notified my bank after this first group of XXXX unauthorized withdrawals and told them to block any ACH withdrawals from this person. They assured me this was done and refunded my account the XXXX unauthorized ACH withdrawal amounts, without explaining how or why this happened. Thankfully, the amount of the first set of withdrawals was relatively small ( under {$300.00} ). This past month I noticed XXXX more unauthorized withdrawals ( totaling {$390.00} ) and after doing research, I found they were from the same individual as the XX/XX/XXXX/XX/XX/XXXX withdrawals. I again notified my bank on XXXX XXXX. On XXXX XXXX the last of the XXXX ACH withdrawals was refunded. I insisted on an explanation of how they allowed the same individual access to my checking account, after telling them never to allow this person access following the first occurrence in XX/XX/XXXX/XX/XX/XXXX. They said there was an " error '' made and that they assigned my checking account number as this individual 's MEMBER NUMBER and further explained to me, he used this MEMBER NUMBER to set up ACH withdrawals. They also explained their investigation concluded this individual was not committing fraud ( ref USAA response, XXXX XXXX, XXXX ) despite my complaint of fraud by this person. I wrote them back telling them they were totally at fault for assigning my account number as another individual 's " member number '' and this individual should be investigated further. I explained this individual was committing bank fraud because you can not set up ACH withdrawals with MEMBER NUMBERS, just routing and bank account numbers, and his NAME against my account number should have triggered a fault in the USAA bank security system, and should not have allowed processing of his ACH withdrawals against my account. I have asked many times for an explanation from USAA, only to get bits and pieces and excuses why this happened. Their bottom line solution was to advise me to open another account, which I did on my own anyway. I do not see how opening a new account assures bank account security within USAA, and want to know if USAA Federal Savings Bank can be held liable for damages and failure to provide security of bank funds. Additionally, I feel they are liable for these gross errors in assigning my bank account number ( and who knows how many others ) to another member and then processing ACH withdrawals under mismatched account numbers and account owner names. Attached is the history of my conversations with USAA bank.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 08088
Submitted Via: Web
Date Sent: 2016-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-01
Issue: Unsolicited issuance of credit card
Subissue:
Consumer Complaint: USAA recently elected to unilaterally change their credit card service provider from XXXX to XXXX claiming the user base would see no difference in terms. As husband and wife, we have had for some time XXXX card number and account with joint authorized use and yet individual names on the cards. Now USAA, without approval or authorization from the card user, is reissuing separate cards with separate numbers for each card user while claiming the cards ' multiple card numbers are changed but it is all within the same account. No effort was made to acquire or request agreement or authorization from the member or spouse prior to issuing the new card and specifically now XXXX with separate, individual numbers. We believe this constitutes issuing a new credit card without the user 's approval or agreement. Upon calling and speaking with Sr. account representatives, USAA has told us we have no other choice but for individual cards to have separate numbers if we want both parties to have authorized card account use. They also admitted it is, at least in part, using separate numbers to enable the tracking of credit card spending and subsequent marketing use information. This supposedly is all for the user 's protection. It is worth noting that the billing documents already reflect separate card numbers and XXXX charges while the XXXX cards have as yet not even been activated. This makes it impossible to track and confirm our own expenditures and card use without having to call USAA and ask questions specific to the charges. We believe the individual card numbers being issued absent user agreement or approval is at least unethical and perhaps illegal. We also feel it is a deliberate marketing ploy to enable XXXX, USAA or whomever to use this as an opportunity to wantonly solicit the unique cardholder against our interests or wishes.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 217XX
Submitted Via: Web
Date Sent: 2016-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-30
Issue: Unsolicited issuance of credit card
Subissue:
Consumer Complaint: I have had a USAA Master card since 1988. This account has always been in good standing. Recently USAA switched to Visa without my permission or consent. I called USAA to tell them I do not want the Visa and to cancel it. They stalled, put me on hold, switched me to a supervisor who told me if I cancel the card it will hurt my credit score, in essence a coercion tactic. This can not be legal or ethical.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AE
Zip: XXXXX
Submitted Via: Web
Date Sent: 2016-06-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-01
Issue: Identity theft / Fraud / Embezzlement
Subissue:
Consumer Complaint: I was charged XXXX by a fraudulent company for pirated software and services that were licensed to another citizen in XXXX. I submitted a dispute with USAA my Visa card issuer. I was given a temporary credit. The dispute investigation is still on going. I changed my credit card and now have a new number. I have not had any contact with the fraudulent company. I did report them to XXXX XXXX as a company that miss represents XXXX and has the ability to resell sold software licenses and on line software. On XXXX XXXX I was charged by this company yet again. USAA Visa claims this is a new charge. I have not authorized nor have had any contact with the company creating the charge. I have been told this is a reoccurring charge and that it did not matter that I changed my card number ; they can charge me against the old number and obtain the new card data through XXXX. I tried to report and claim this fraudulent new charge and was told to make a dispute. The dispute department asked for documentation which I do not have since I did not coordinate for nor authorize the XXXX XXXX charge ; I have submitted documentation for the XXXX dispute. The USAA on line system will not let me file a dispute for this charge ... .all other charges I could, but the on line option is not available for the XXXX XXXX charge. The USAA dispute representative could not manipulate their system to enter a dispute for the XXXX XXXX charge either. So ... in effect I have to try to get a temporary credit every time these Pirates charge my card in order to have my balance not be affected. I have been assured that I am not responsible for the interest these fraudulent charges create or the balance. However, If I were to have an emergency expense I would need to call USAA Visa to get help and might not be able to use all of the authorized credit they have agreed to give me ... .a broken contract in effect.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 373XX
Submitted Via: Web
Date Sent: 2016-08-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-30
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: On XXXX XXXX 2016, I joined USAA as an automobile insurance customer. On XXXX XXXX, I used USAA 's online mortgage application tool for a VA loan. On XXXX XXXX, I was pre-qualified for $ XXXX. USAA 's website instructed me to " go out and place an offer '' on a property. I was searching for a condominium in XXXX and although the number of VA qualified condos are very few, I did find a XXXX bedroom and asked my USAA representative, XXXX XXXX ( XXXX, ext. XXXX ) to provide my real estate agent an XXXX pre-qualification form to attach to my offer. She did so ( attachment XXXX ). Unfortunately, I was not the high bidder and lost the sale. Over the succeeding months, other acceptable VA properties came on the market. Each time, XXXX XXXX " ran the numbers '' and produced ever increasing pre-qualification documents. ( Attachments XXXX ). My bids for these properties were not successful. On XXXX XXXX I called XXXX XXXX to see if it was possible for me to purchase a XXXX bedroom condo in the same VA approved building as the XXXX bedrooms I bid on earlier. XXXX XXXX was not in the office, but I did speak to her colleagues, XXXX and XXXX, who assured me I could purchase a higher priced condo if I paid the difference between the purchase price and the now $ XXXX USAA pre-qualified amount. Luckily, on XXXX XXXX, XXXX XXXX was back in the office and replied to my email inquiry about the higher priced unit. To my surprise she not only agreed to the higher price, but offered that I " may only be required to pay 25 % of the difference and not the full difference '' ( email : Tuesday, XXXX XXXX, 2016 XXXX. ). My successful XXXX XXXX offer of $ XXXX ( attachment XXXX ) included a 15-day due diligence clause allowing me to visit the property. XXXX XXXX contacted me frequently, urging me to sign the sales contract and get the mortgage process started. I had seen many of the XXXX bedroom units in the condo building and had seen photos and videos and recommendations from my real estate agent of the XXXX-bedroom unit, but not the actual condo. I decided to see the unit in person. I flew from XXXX to XXXX on XXXX XXXX and returned the next day. I called XXXX XXXX on XXXX XXXX and gave her the good news that I would go ahead with the sale. She said she had some questions for me and I answered each of them. Some of the questions were the same as in the initial online process back six months ago, but none of my conditions or my answers changed. She then said that something was wrong and that a " mistake '' was made and that the required down payment was not 25 % of $ XXXX, or even $ XXXX, but now $ XXXX! I could not believe what I was hearing. How could multiple people " rerunning the numbers '' multiple times be so far off? I asked to speak to XXXX XXXX 's supervisor. " XXXX '' came on the phone and his reply was " my hands are tied ''. I asked to speak to his supervisor and was given " XXXX '' ( XXXX XXXX XXXX ) who forwarded me to XXXX XXXX in the executive office ( XXXX, ext. XXXX ). I told XXXX XXXX that I was astounded at the " mistake '' a company like USAA could make on a loan they 've made XXXX of time before. She concurred and admitted that this type of mistake had happened in the past and that USAA was working on correcting it. I also told her of my {$540.00} out-of-pocket travel expense. She asked for receipts which I sent to her email address. XXXX XXXX said she would have one of her senior loan officers review my case and contact me on XXXX XXXX. On XXXX XXXX I did receive a call from XXXX XXXX ( XXXX XXXX XXXX X XXXX ). She said she would review the numbers.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: IL
Zip: 60654
Submitted Via: Web
Date Sent: 2016-06-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: Yes