Date Received: 2016-06-29
Issue: Billing disputes
Subissue:
Consumer Complaint: I have been trying to resolve a credit card dispute with USAA since XXXX XXXX. The original dispute was XXXX {$100.00} transactions, now it is XXXX -- USAA has duplicated a disputed transaction! I originally filed a fraud complaint, but was told by USAA they should have been handled as disputes. Since then, these actions have been bounced back and forth between internal departments, and credits made and then reversed leaving me with an additional disputed {$100.00} along with the accumulated cash advance finance charges of {$3.00} as of this writing, totaling {$300.00} as of XXXX XXXX XXXX.
Company Response: Company believes complaint is the result of an isolated error
State: GA
Zip: 30215
Submitted Via: Web
Date Sent: 2016-06-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-29
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: Recently I had the opportunity to talk directly with XXXX XXXX XXXX at XXXX XXXX, CA and felt inspired to reach out to discuss an issue that occurred through one of the biggest military savings bank, USAA, in 2015. I had heard some of the benefits of SCRA and did plenty of research. I reached out to USAA and asked them if they would honor me, a 17 year XXXX XXXX XXXX, with SCRA benefits, for ex. lowering my APR on credit card bill. They responded with not only a no, we ca n't do anything for you, but stated that it only is good for those members that recently XXXX or were XXXX, and it 's only good for 60 days after you return or moved. I stated to them, per the law, these benefits were to extend to a servicemember during their entire commitment to the military and would terminate 30-90 days after discharge from the service. They stated that I was in fact incorrect, and that they were only required to cover a member with benefits from SCRA if they were XXXX. They even had a clause that stated if you achieved a XXXX, that it may qualify you for the SCRA benefits. I submitted my XXXX, and they stated it was too far out of the window. I have copies of both denial letters. My frustration is that other banks can honor different things with the same law. I 've had some military members ask their bank about SCRA and they had granted the lower APR while on XXXX XXXX even if there was a debt incurred prior to active service. Some actually received back pay for their credit card interest over 6 %. Maybe it is my own personal feelings, but how is this equal that a person can incur massive debt prior to the military, apply for SCRA and have his APR reduced to about 6 % and it remains active for 20+ years but a young XXXX that was a bit more financially responsible can not receive the same benefits if they inquired about SCRA the first day after enlisting? They may choose to spend the next 20 years fighting for a lower APR by constantly charging higher APR credit cards that they qualify for, take out several loans, store credit cards, trying hard just to maintain their credit and perhaps never reach a 6 % APR? According to USAA, you only can qualify for SCRA benefits if you have orders to PCS or deploy and that will only be good until you return to your homestation.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95688
Submitted Via: Web
Date Sent: 2016-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-28
Issue: Identity theft / Fraud / Embezzlement
Subissue:
Consumer Complaint: I wrote to your company earlier re case # XXXX. My USAA Mastercard was compromised from XX/XX/2016 thru XX/XX/2016 for over {$9000.00}. It took countless phone calls from me, a letter from your company, and much additional paperwork to finally get this partially resolved XX/XX/2016. There are still XXXX additional charges I did not make on XXXX XXXX, 2016 for {$350.00} each. I have called their fraud / identity theft departments 4 times, spoke at length to agents, and I still have the charges totaling {$700.00}! I have received XXXX different USAA credit cards all with different numbers, have NOT activated any of them, so how can I have charges? The last agent I spoke with, XXXX, on XX/XX/2016 did some research and learned these charges were made in XXXX! I, of course, was not in XXXX and did not authorize these charges for {$700.00}. I asked her why any of the other XXXX agents did not tell me that information. She said they just did n't bother to look! I am perplexed as to why USAA, a company I have been with for many years, and touts itself as a support to military personnel and their families, is having such a difficult time resolving this fraud issue!! My XXXX XXXX XXXX and XXXX XXXX card were both compromised XX/XX/2016, the fraud was dealt with, the accounts are being monitored, and all is well. What is the problem with USAA?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22153
Submitted Via: Web
Date Sent: 2016-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-27
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: I refinanced my auto loan with USAA with my father as co-signer in the auto loan. As part of the part I add extra insurance called a Debt Protection Coverage which covers if I or he become XXXX and/or dies the loan is paid in full after the 30 days waiting period. There was clause in the Disclosure of the Coverage that the only way that the coverage could be canceled is that the primary ( me ) dies or that I submit in writing that I want the coverage canceled. Unfortunately, my father passed within shortly after the signed that contract with USAA. My family and I received condolences from USAA and thanking us for my father service in the military. They requested a copy of my father 's death 's certificate. Of course, we complied with the requested because at the time it seem that financial institution request an official copy of the death certificate. In the process without any notice, USAA cancelled the Debt Protection Policy on the Auto Loan. I did not send in any document to try to active the policy on my father behalf this was some that they did on their own. I have contact their numerous times requesting documentation on why the policy was fraudulently cancelled and I have been hung on or place on hold for over 1 hour and half. I 've even went into the bank to the teleconference banking and they refuse to send me the documentation as why the policy was fraudulently cancelled. Since the cancelation, I have been diagnosed with XXXX and been XXXX by my condition. This situation is ruining my credit and should not have happened because USAA acted on the account with my knowledge and still will not provide any documentation as to what the damage that they did to the loan/contract agreement.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28306
Submitted Via: Web
Date Sent: 2016-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-06-25
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: Over 2 months ago USAA put a security freeze on my account. I have called in a total of 5 times concerning this, and the last 2 times, they have said the issue was resolved. I still can not login to USAA.com " for security reasons ''. I just want my accounts unlocked at this point so I can move them out of USAA and to a better, more responsible bank.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94132
Submitted Via: Web
Date Sent: 2016-06-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-22
Issue: Cont'd attempts collect debt not owed
Subissue: Debt is not mine
Consumer Complaint: To. the Consumer Financial Protection Bureau Greetings, My name is XXXX XXXX I want to file a complaint against the USAA Federal Savings Bank and to the XXXX for collecting a Debt that I do not owe and unrecognized Account that I never knew, base on my knowledge I only owe XXXX Debts which is settled by the Debt Settlement Company that I enrolled through the Debt Settlement Program the first Debt was settled through XXXX XXXX XXXX XXXX a Secured Credit Card Account. # XXXX which I paid in the amount of {$5800.00} both Me and the XXXX XXXX XXXX XXXX agreed on the settlement letter. and the other Debt was Unsecured Loan with Account # XXXX which is Settled through XXXX XXXX. both Me and this Collection Agency Agreed which I paid in the Amount of {$2100.00} through the debt Settlement Company that I enrolled. can you please Help me to Investigate this case. so that this Bank and the Collection Agency stop their unfair Collection Tactics. Sincerely XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 799XX
Submitted Via: Web
Date Sent: 2016-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-21
Issue: Identity theft / Fraud / Embezzlement
Subissue:
Consumer Complaint: It 's baffling how USAA and all departments have gotten away with horrible service and avoided major issues, as well as closing accounts that we proved where identity theft, including credit card you put in collections when it was identity theft. How many times have we approached you and you given blanket responses " COMPANY FEELS ACTED IN BEST INTEREST '' that is not a resolution closing bank accounts, shoving credit cards in collections when we gave XXXX police reports and then some in XX/XX/XXXX and beyond. There are so many issues USAA not taken care of, lied, gave false information to some companies, in XXXX XXXX when all of the issues were stressed that were unresolved, USAA promised to take care of them, CEO XXXX XXXX called three times from XXXX XXXX to XXXX XXXX leaving same message USAA was gon na get to the issues, but then in XX/XX/XXXX all was told to us was USAA XXXX said that did not want to pay us anything at that time. Is that even legal? Every time we took time off work, our careers, to do all paperwork, get statements from witnesses, gather evidence, and for what? XX/XX/XXXX when on phone with CEO XXXX XXXX admitted he had no idea what any of the issues we were addressing were, yet he left three messages prior saying USAA was gon na work with us. But four months in, not one of issues that collided into other issues in our life causing health, job, credit issues, issues we did not have before all this. DId USAA ever stop and think, if you took care of rental issue like you said in XXXX XXXX, maybe we would not ended up in a place where we had another incident. Or if USAA handled their banking and credit card issues we would not had to go to other companies for SECURED cards we never dealt with. We had a credit track record paying our bills, until identity theft major robbery, XXXX and the like. There are over XXXX incidents where USAA did not do its part and we ended up having to pay triple on triple. And why when we sent in depreciation receipts after waiting for over 14 months hear back from XXXX XXXX, did XXXX XXXX then all of a SUDDEN SAY " USAA OWES YOU NOTHING AT ALL. '' Why that day, why all of sudden 4 months USAA was working on issues nothing getting resolved, and all of a sudden USAA leaves a voice message. But then why in XXXX XXXX did USAA confirm with XXXX and in XXXX XXXX with XXXX USAA illustrated the AUTO CIRCLE program that we tried to get for over 8 months with NO CALLS BACK, and do you know the issues that were created when we had to go get another car to replace the one you were to provide from AUTO CIRCLE PROGRAM. The ramifications alone have caused severe issues. There is an attachment for consumerfinance.gov get a better idea of part of the situation. There are XXXX departments in USAA that need to fix issues, each department needs address issues separately. Right now we are trying to resolve the credit card issue. If Usaa does not handle this issue, and we have to dispute it, we will provide the police reports you already have to consumerfinance.gov and from there the 15 hours a week and more we put into these issues for 4 and half years, we will look upon agencies and law to enforce proper just dues. Usaa does not have to care, like, its customers, it does not even have to care we were identity theft, but it does not mean USAA has the right to undermine us, take advantage of our situation, and knowing you were given police reports to identity issues and theft, turn around and cause a bigger ripple effect.There are laws in place for this, do you know the amount of financial damage caused by a situation you could have worked with us as we tried all this time to work with you, and off mannered maybe as of late, but after USAA lying, screaming, ignoring, and laughing at us, we found ourselves a little thwarted.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89104
Submitted Via: Web
Date Sent: 2016-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-06-20
Issue: Credit card protection / Debt protection
Subissue:
Consumer Complaint: I was unemployed and unable to pay my monthly amount due on my USAA credit card, so I called them on XXXX XXXX, 2016 and was able to work out a payment plan, which I received payment coupons for and have been paying since XXXX 2016. On XXXX XXXX, 2016 I started receiving letters demanding immediate payment of amounts I could n't afford ( on this date, for {$890.00} ) ; this letter even mentioned at the bottom contacting them about programs they offer to help me clear this debt. I copied the letter and, with the scheduled XXXX coupon, mailed it to them, with copies of all the other payment coupons through XXXX 2016 to show that I 'd already made arrangements to pay on this debt. I never heard anything but on XXXX XXXX, 2016 got another " demand '' letter stating I needed to pay {$1000.00} immediately, but knowing I 'd already mailed them proof that the payment agreed upon was scheduled, I ignored this letter. On XXXX XXXX, 2016, I received another letter stating they had sent me several messages about the account 's past due status and that is was more than 90 days delinquent! This one asked for a payment of {$1100.00} IMMEDIATELY and state that, because of this, the account was closed ( I 'd hoped by having these arranged payments I could save myself from preventing this happening and keep the account open due to the low interest rate of 8.9 % ). This letter was sent AFTER the agreed upon payment set in XXXX 2016 had already been paid as scheduled! At this point I again called USAA on XXXX/XXXX/16 ( I had been out of town for several weeks ) and spoke to XXXX XXXX, supposedly of the Executive department of USAA 's Debt Solutions, and explained all this to her. She said she 'd look into this, but that the payments I agreed to were too low and that 's why the letters were sent. How can I be held accountable for a mistake someone in THEIR department made in the beginning when I talked to this department back on XXXX XXXX, 2016? Also, there was no way I could have paid more, being unemployed, then underemployed at the time. I have not heard from anyone since, but just had my credit union account debited TWICE from USAA on XXXX/XXXX/2016, one for a payment of the originally agreed to amount of {$120.00}, for which a reminder letter was sent out on XXXX XXXX, 2016. Then on XXXX XXXX, 2016, I got another letter showing the initial contact date of XXXX XXXX with a payment due on XXXX XXXX of {$120.00}, so I thought this meant they had raised the amount due to {$120.00} ( and this was the only " contact '' I received, this letter with the new amount - no one ever called to tell me this, nor were any documents online in USAA to tell me about this, or any other decisions that had been made ). More confusing is that I also received another letter dated XXXX XXXX, 2016 that showed a contact date of XXXX XXXX, 2016 with a payment due date of XXXX XXXX, 2016 for {$120.00} - very confusing! But they debited BOTH amounts on XXXX XXXX WITHOUT AUTHORITY to debit BOTH! So, I am now incurring insufficient fee charges and ca n't pay other bill since they took out {$240.00}, unbeknownst to me, and which I could n't afford! Dealing with them has been a nightmare, and after this event, it is time to make a formal complaint and involve an outside agency. Thank you!
Company Response: Company believes complaint is the result of an isolated error
State: FL
Zip: 33904
Submitted Via: Web
Date Sent: 2016-06-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-19
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: Enclosed is a letter explainging dire urgency of issues. Around XXXX XXXX XXXX XXXX and myself were with USAA BANK and INSURANCE for CAR and RENTAL. XXXX been a member for over 20 years. We had noticed large amounts of money missing from our checking accounts. We made several calls to USAA bank about the issues. USAA BANK was of little help. In fact at one point they a USAA customer service person said that we should look at each other as the culprits. It was at that time, I decided to open up a seprete USAA checking account in my own name to monitor issues. And in next few weeks more and more money from accounts ended up missing. It was n't until around XXXX XXXX that we started get answers when a boyfriend of a friend came forward and told us that he knew his boyfriend had been using our information and cards and that he had several convictions against him for credit card fraud and being in caught possession with other peoples credit and or debit cards. The boyfriend of our friend who was doing this to us left a message for the boyfriend were he admitted using us and others and did n't care. He was also renting out his garage to well over 6 homeless or other people and taking their SSI checks. The person who had been stealing from us also had someone show up XXXX at our door which a neighbor saw this and called the police. As well he started many disturbances knowing that we were going to be filing a police report. The loss was greater than we could even imagine around end of XXXX it was around {$20000.00} plus. We also found out the person who had been getting into our accounts had an operation running credit cards from state to state. We knew very little if nothing about account tampering, credit card fraud or anything of the like, so XXXX XXXX called USAA to warn them of all that was going on and that the person doing this had got into our accounts and we were unclear of what they could do to any other accounts at USAA as we said we were just learning about dealing with this stuff. I was asleep when XXXX got USAA employee XXXX XXXX XXXX XXXX XXXX ) on phone. As he proceeded to tell her what was going on I could hear her shriek while waking me up and causing me to go into the other room, she said WHAT DO YOU WANT FROM US. Only she did not use those words. They were much more harsh. And proceeded to rant. It took quite a while for XXXX to explain our situation and that we were calling to let them know what was going on with our accounts and wanted warn them in case the person who done this could harm any other USAA customers with the information we had. After a while of going back and forth, she finally said for us to go to police station fill out a report and let them know what charges were not ours from checking account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89104
Submitted Via: Web
Date Sent: 2016-06-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-06-19
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I have been a member of USAA for almost 10 years now. On the XXXX of XXXX, my wife and I deposited her commission check she received for a XXXX deal she completed that day. She is a XXXX and has had large commission checks deposited to this account before. This particular check was for over {$6000.00}. We called before we deposited it via the mobile banking app ( because that is the ONLY way you can deposit a check ) to ensure some of the money would be available for immediate use. The banking rep stated that we would have access to most of the money. They would hold {$1500.00} while the check cleared. This seemed normal and we deposited the check. We immediately had access to the money like the representative stated with a hold of about {$1500.00}. Two hours later, the account was locked down for " Fraud Alert ''. We have XXXX accounts we use for different aspects of our lives. Not only did they lock the main account down, the account the check was deposited to, but locked down ALL XXXX accounts for " Fraud ''. This check came from a XXXX office. We called before we deposited it, and yet, EVERY account we had was locked down for " Fraud ''. To make matters worse, when we called to figure out what the issue was, they told us it would take THREE days for it to be rectified! THREE DAYS! We could n't access a XXXX of our money for THREE days! We spoke with several people and no one would help us. They kept telling us it would take the fraud department time to " investigate '' the check. Meanwhile, I have XXXX who I could n't feed because we could n't access our money. No answers, no sympathy, and no action was taken by USAA to expedite the situation. We spoke to a manager who gave us a bad attitude and did n't help us at all. It did n't seem that any department had any idea what the other was doing. One person told us that the automated system triggered the main account for fraud but then another person, they did n't know who, came behind that and locked us out of all of our accounts. We have yet to hear anything from anyone and the issue is still not rectified, 4 days into it.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30252
Submitted Via: Web
Date Sent: 2016-06-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: Yes