Date Received: 2016-06-09
Issue: Advertising and marketing
Subissue:
Consumer Complaint: I am a member at XXXX ( XXXX ). At XXXX I have an XXXX credit card. This card had a promotion going through XXXX XXXX, 2016, to make five purchases, each & gt ; {$25.00} to get a {$10.00} bonus credit to the account. I complied with terms, and XXXX agrees. XXXX has not complied, and they acknowledge so. This bonus is a marketing promotion, a small amount for each customer ; however, there is a disclosure/compliance issue now, many XXXX customers in Massachusetts, where I live, and across the US, may be also affected -- possibly all who have XXXX cards there. XXXX has not credited the bonus as required, and despite my calls escalating to their executive resolution team on three occasions. At each level XXXX acknowledges fault, promises a resolution, but does not call back in the promised timeframe. Since many XXXX XXXX card customers may be affected similarly, I ask that you follow up with an inquiry there. I am asking XXXX to cooperate with you on my XXXX account and provide info to you as necessary. To summarize, the issue concerns XXXX noncompliance with its bonus offer on the XXXX card during XXXX, 2016. I have also filed with the Massachusetts Attorney General and XXXX
Company Response: Company believes complaint is the result of an isolated error
State: MA
Zip: 023XX
Submitted Via: Web
Date Sent: 2016-07-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-10
Issue: Billing disputes
Subissue:
Consumer Complaint: On XXXX/XXXX/XXXX I purchased a dryer online from XXXX at the sale price of {$990.00}. The regular price for this dryer was listed as {$1600.00}. XXXX offered a promotion whereby if I paid the full price for the dryer, XXXX would send me a gift card for the difference between the regular and sale price, plus 10 % - or in this case, {$710.00}. I agreed to the promotion. I was also able to use XXXX " surprise points '' for the transacation which lowered the amount I owed by {$35.00}. Including sales tax, the total amount I paid on XXXX was {$1700.00}. I received the dryer on or around XXXX/XXXX/XXXX. However, I never received the gift card I purchased through this promotional offer. The {$1700.00} charge first appeared on my XXXX/XXXX/XXXX credit card billing statement. In XXXX of XXXX I began contacting XXXX to ask about my gift card. On one occasion I was told that there was no such promotion. On another occasion I was told I 'd be contacted by their gift card department. I was never contacted. When I called the gift card department myself I was again told that XXXX would look into the matter and get back to me. I gave up on XXXX because I was nearing the 60 day limit in which I had to file a credit card dispute with my credit card company, USAA Federal Savings Bank ( FSB ). On XXXX XXXX, XXXX I gave USAA FSB notification that I disputed this charge on my bill. I submitted all the evidence I believed necessary to prove my case. On XXXX XXXX, XXXX I received an overnight package from XXXX. It contained a gift card for {$550.00}. Not only did I receive this gift card nearly 5 months after they charged me for it, the value of the card received was {$160.00} less than the value of the card I purchased in XXXX. A XXXX gift card was only useful to me if I 'd received it within a reasonable time frame because I planned to purchase a XXXX refrigerator with it. I purchased a refrigerator in XXXX because I could n't delay it any longer. At no time did XXXX contact to indicate that there would be a delay in shipping the gift card. Regardless, I would not have accepted a delay. I would have asked for a refund of the difference between the regular and sale prices. On XXXX XXXX, XXXX I wrote to USAA FSB and asked them what I should do with the card. I received no response until about a week later when I received a letter from USAA FSB dated XXXX XXXX, XXXX. This letter indicated that USAA FSB had determined that the charge was valid. I called USAA FSB and asked them to connect the dots for me as to why they believed the charge was valid. I was told that XXXX had told USAA it was a valid transaction. Apparently that was as far as USAA was willing to research my dispute. Rather than attempting to determine the validity of my claim, the USAA rep attempted to convince me that I was wrong by questioning whether or not I 'd read the fine print of the promotion. I went to the FTC website to research my next step. I learned that the Fair Credit Billing Act ( FCBA ) requires creditors must resolve billing disputes within no more than 90 days of receiving notification of it. I submitted my dispute to USAA XXXX on XXXX/XXXX/XXXX and received their notice of resolution after XXXX/XXXX/XXXX. A total of 95 days passed between the receipt of the complaint and USAA 's resolution of it. On XXXX XXXX, XXXX I asked I USAA to credit the disputed amount to my account including any accrued finance charges. I have yet to be contacted by them. I 'm not sure where else to turn but the Consumer Financial Protection Bureau. The total amount XXXX has stolen from me is {$1700.00} XXXX = {$700.00} ( see attached receipt for explanation of {$35.00} credit ).
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98501
Submitted Via: Web
Date Sent: 2016-06-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-08
Issue: Billing statement
Subissue:
Consumer Complaint: USAA Banking has violated the terms of my credit card agreement with me by refusing to carry forward a balance on their " pay-ahead '' program. I paid {$1400.00} on my account, and it should have been carried forward to count against a minimum payment on my most recent statement. Here is the text of the portion of the terms of my credit card account : " Pay-Ahead Program : The Minimum Payment as calculated above is your Regular Minimum Payment. If your Account is eligible for our Pay-Ahead Program and is in good standing, when you pay more than the Regular Minimum Payment, we may, at our option, permit you to skip some or all of your next two Regular Minimum Payments. When this occurs, we continue to calculate your Regular Minimum Payment, however the amount of the minimum payment due displayed on the first page of your bill, on usaa.com, and on our phone systems is reduced by the amount you may skip. The full Regular Minimum Payment amount is always shown in the Important Account Information section of your bill. Remember Finance Charges will continue to accrue in accordance with the Terms of this Agreement. You may opt out of the Pay-Ahead Program at any time by calling us at XXXX ( XXXX ). ''
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 43035
Submitted Via: Web
Date Sent: 2016-06-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-07
Issue: Billing disputes
Subissue:
Consumer Complaint: USSA has a CD in the amount of {$3000.00}. Which secures an XXXX XXXX Credit Card. Once again I have made a payment of {$2300.00} which cleared the account that on XXXX XXXX, 2016, posted to the USAA account on XXXX XXXX, 2016 but still not showing in the available credit. The reasons stated for payments to be held by USAA are account bring over the limit, account being delinquent, account receiving multiple payments, account delinquent, account over the limit, payment amount history over the limit and or payment returned. I wanted to know which category this account falls into and I was told multiple payments in a short period of time. So my question was you do not want the payment, but prefer that the account goes over the limit, or become delinquent? XXXX then told me that the payment would post at midnight tonight. I asked to speak to someone in the XXXX. I was transferred to XXXX who told me that over the last 6 months the payments have been held. I explained to XXXX that I had filed a complaint with the Consumer Financial Protection Bureau and in fact that the payments had posted to the account in XXXX and XXXX of 2016. In addition, the same office he sits in placed a call to the XXXX XXXX XXXX XXXX and confirmed the XXXX payment had in fact cleared the account. That day it was stated the additional payments would clear for three months. But we are here again. A payment of {$270.00} and {$500.00} plus was credited to this account during this very time period. When a financial institution can hold payments for all the reasons listed above but none apply to the account in question, and the person reading the notes on the account can disavow the actual transactions in which have taken place leaves questions as to the validity of the account payments being held. I am questioning that validity. Additionally, I also have auto insurance with this same company but in the last 6 months, I have had to call XXXX and had to wait for 3 hours each time. I pay the insurance but could not obtain the services in the initial time told ( 30 minutes ) to be towed. This is a company that projects its services to Veterans, but to what extent are they providing the services they advertise?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22407
Submitted Via: Web
Date Sent: 2016-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-06-07
Issue: Problems when you are unable to pay
Subissue:
Consumer Complaint: I contacted USAA regarding a past due auto loan and advised I would like to voluntarily surrender the vehicle. USAA mailed the form to complete the repossession process. I completed the form and faxed back to USAA. I followed-up with USAA and they advised it is not cost efficient to repossess the vehicle at this time. They instructed me to write a letter of consideration to release the title for {$0.00} contribution. I faxed the letter of consideration to release title on XXXX/XXXX/16. I have called USAA multiple times and have been placed on hold for 30 minutes at a time or transferred to departments that are unable to assist me with my issue.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75034
Submitted Via: Web
Date Sent: 2016-06-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-05
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: Product : Financial support services Sub-product : financial support, control and access Issue : violation of fiduciary responsibility laws Sub-issue : misappropriation of customer 's funds Consumer complaint narrative : I 'd been a USAA customer for 49 years, with XXXX checking accounts ( XXXX ), a savings account, XXXX investment accounts, car and home insurance and a trusteeship. USAA correctly ID 'd an attempted fraud against my credit card on XXXX XXXX, 2016, then shut me out of access to ALL of my accounts so that I could access NOTHING and, with their closed communication system I could only send letters to the USAA CEO ( XXXX, to date, which I can produce copies of ). I still received non-response emails notices of deposits and pre-programmed ( " bill pay '' ) payments from the only checking account remaining at USAA ( set up in response to my first special delivery letter to the USAA CEO ). However, when I opened accounts with a new bank in self defense and attempted to duplicate my " bill pay '' list that I had with USAA, I could not access my USAA " bill pay '' accounts to close them or to make any other changes. As a result, I could not even monitor my USAA credit card account ( which has most likely negatively affected my credit score ) and pre-programmed " bill pay '' duplicate payments were sent from USAA to my creditors, including a $ XXXX payment to a home ex-mortgagee, on XXXX/XXXX/2016, after I had obtained a VA Refi and that mortgagee had been paid off ( below ). Repeated attempts to communicate by telephone generally resulted " someone will call you in 24 to 48 hours. '' The ONLY time that call-back happened, it was another pass-the-buck situation with the usual " someone will call you in 24 to 48 hours. '' Each time I called since XXXX XXXX, however, I had to re-justify myself with a new 20-question " security '' quiz and, though I get email messages that I have a USAA email, it is within their closed system to which I no longer have access. THIS is NOT the kind of caring service I had previously experienced with USAA and I 'm surprised at the number of " Account opening, closing, or management '' and related complaints I see against USAA in this database just since XXXX XXXX!!! ==================================================================== This is a prime example of USAA 's misappropriation of funds - Your payment to XXXX has been sent XXXX sent it to me on XXXX XXXX, 2016, XXXX From : XXXX Format : To : XXXX Your payment to XXXX has been sent View Accounts | Privacy Promise | Contact Us USAA SECURITY ZONE To : XXXX, USAA # ending in : XXXX Dear XXXX, The following payment has been sent : Biller : XXXX Account Number : XXXX Payment Amount : {$1000.00} Date Debited From Your Account : XXXX/XXXX/2016 Date Sent to Biller : XXXX/XXXX/2016 Estimated Date Posted by Biller : XXXX/XXXX/2016 XXXX has not supplied posting information for this payment. The posted date above is an estimate based on our past experience with XXXX. *Note : If the word Draft appears as the date the payment was debited from your account, we could not send your biller an electronic payment and sent a paper check instead. Your account will be debited after the biller deposits the check and it is paid by your financial institution. To stop receiving reminders like this, access USAA Web BillPay and change your reminder settings for this biller. If you have questions about this bill, please contact XXXX directly. For all other questions, logon on to usaa.com, and select Pay Bills. ( NONE OF WHICH IS POSSIBLE, because of USAA 's Shut-out of my accounts!! )
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 975XX
Submitted Via: Web
Date Sent: 2016-06-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-04
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: Someone called me and said that I had leftover scholarship money. They had all of my prominent information. They just needed my bank account information. I just moved from XXXX to XXXX and my old bank is not local here so my dad opened an account for me with USAA. I was going to switch my banking from XXXX to USAA. But they did deposit and now my account is negative around {$4800.00}. They closed my account out but I need help finding out who these people are and where this money came from.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 37421
Submitted Via: Web
Date Sent: 2016-06-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-02
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I have had {$4000.00} in direct deposits on my account this week. XXXX XXXX XXXX XXXX My account has a hold on it for XXXX for a check I deposited XX/XX/XXXX. I filed a complaint regarding their banking error. A rep from USAA called me on XX/XX/2016 informed me that they do not accept XXXX party checks, the check would likely be returned back to the issuing bank and another XXXX would be taken from account. My complaint was the same, I never received a deposit of XXXX for this check a second time. I told the person i 'll let it be worked out with with my cfpb complaint. they have now put a fraud alert on my account. I can not access my funds to my account at all. I can not use my debit card, I can not pay my bills, I can not go into a bank to withdraw funds, I can not transfer money to another account I can not have the bank wire me money. I feel they have done this in retaliation to my complaint. there was no fraud on my account, the check I deposited belongs to my sister, that lives with me who lost her id. she endorsed the check and I endorsed it and deposited it. the check has not been reported as stolen or anything by the issuing bank. I have a mortgage to pay. I have a light bill to pay. if they reverse this deposit-i never received a XXXX time I still have XXXX in my account. If they fix their error I have XXXX in my account. either way I have money available to pay my light bill but they wo n't allow me to do so. so my lights are going to be cut off. I also have travel for work on sunday and no access to my funds to pay for a required business trip.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30052
Submitted Via: Web
Date Sent: 2016-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-02
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: USAA Bank would not give me a legal department phone number to discuss a recent bank Levy on my veterans benefits. I advised them they were disregarding Federal Regulation as of XXXX XXXX 2011 that advises banks they can not garnish freeze or Levy an account in amounts of a government direct deposits. According to this regulation it is there sole responsibility and obligation once a garnishment notice is received to look back two month to insure there are no governments direct deposit for XXXX of any type to which can not be frozen and it is their obligation to notify the party that is attempting to freeze the account for the amount that can not be Frozen. USAA Representatives failed to pass me on to a supervisor advising they were not available and also they refused me any contact to their legal department as well as refusing to remove the freeze on my account of my veterans benefits which is the only direct deposit ever made since his account was opened
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DE
Zip: 198XX
Submitted Via: Web
Date Sent: 2016-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-02
Issue: Credit determination
Subissue:
Consumer Complaint: USAA pulled my credit report this resulted in an inquiry, which in turn lowers my credit score. There is an alert placed on my credit report to verify my identity. USAA made no attempt to verify my identity. I was told to call Equifax and have them remove the alert and then reapply for credit. This is unacceptable and extortion. The only reason listed for denial is Unable to verify applicant 's identity. XXXX application should not result in multiple inquires into a credit file and one should not be extorted into removing a protective alert because a company can not be bothered to attempt verification of identity. I have never had this problem as most companies ask verification questions as part of the application process.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 10032
Submitted Via: Web
Date Sent: 2016-06-02
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No