Date Received: 2016-05-14
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I opened a checking account with USAA Bank a few years ago but XX/XX/2015 I had my Veterans Pension directly deposited to my account. I had a checking and credit card account. The credit card account was secured with XXXX deposit from me. My checking account was used to cover my credit card account in case of overdraft. One day last year I had to contact the bank to have them take the XXXX dollar security for the secured mastercard out of my account and deposit it into my checking account but upon hearing the statement that the funds would not be available the same day, I told the phone representative that I did not want to proceed because that was the last question he asked before he would have made it final. So the transaction was not suppose to go through. Eventually it did and caused my checking account to go negative for the XXXX dollar amount and that affected my account due to other financial transactions that was scheduled to be debited. It caused my checking account to be accessed overdraft fees by USAA Bank for the transactions that was pending, etc. I contacted USAA on several ocassions by phone to have the situation remedied but only got some of the money credited but still had over XXXX XXXX dollars owing for a mistake they made. Now my account was closed and my credit card XXXX dollars security deposit was lost.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80907
Submitted Via: Web
Date Sent: 2016-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-05-12
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: Last week, I deposited a check that someone had endorsed over to me. I then withdrew an amount of cash from an ATM. USAA immediately put my account " under review '' and never told me. I did n't receive a call or an email. I logged in that night and my account balance was " unavailable ''. I called and was told it was a " back office '' review and the customer service representative could n't tell me anything for 3 business days. I called back after 3 business days and they still could n't tell me anything. A manager said they would fast track the review and I would hear from someone within 24 hours. That was over 48 hours ago. No one can tell me why this happened or how to resolve it. I do n't even know why it was put under review. I just want my money back so I can move to another bank.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30328
Submitted Via: Web
Date Sent: 2016-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-05-11
Issue: Billing disputes
Subissue:
Consumer Complaint: Fraudulent use of credit card. Charges to my card from XXXX. I called and brought the fraudulent charges to the attention of my bank. They credited me with XXXX of the XXXX charges. When I called to correct the situation and get questions answered, the supervisor refused to speak with me. My checking account was debited for more than {$3000.00} in fraudulent charges after I was assured that the charges would be removed. The bank is USAA, credit card is Master Card.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: WI
Zip: 546XX
Submitted Via: Web
Date Sent: 2016-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-05-11
Issue: Cont'd attempts collect debt not owed
Subissue: Debt was paid
Consumer Complaint: I had Auto Ins with USAA. I had my monthly payments charged to my USAA credit card, I paid my credit card each month. Last XXXX 2015 I had a double billing. Instead of approximately {$62.00} ( a normal single month ) it was for {$120.00}. I was told they had changed the way their billing was done and the double payment was for the months of XXXX and XXXX 2015. It was a one time double billing. I also have it in writing from XXXX of their Customer Servicer Reps. I paid this double billing on XXXX XXXX, 2015. I sold my car at the end of XXXX 2015 and notified USAA right away and cancelled my insurance. Thus ending any further payments. They continue to bill me for that last " XXXX '' month period. Claiming I never paid it. I have offered to send them the cancelled check, I have asked and told them to STOP calling me, they continue to call. No matter what I say to them, so matter how I explain it to them they just do n't get it. I paid them! I told them flat out I do not owe them anything and I will not pay them and to stop calling me. They continue to call me. I want this to stop, please! Enough is enough ... ..
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AK
Zip: 999XX
Submitted Via: Web
Date Sent: 2016-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-05-10
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: We received a check Friday XX/XX/XXXX from the sale of our house. Prior to depositing the check we called and asked how long the hold would be and what % it would be the rep stated they would n't be able to tell us. We tried to deposit the check but it would n't deposit through mobile deposit ( the only option when depositing in OK currently ). We called back and after some discussion the rep advised to add the amount as lower in the app than the total amount to allow some of the funds to deposit right away. Because of this only XXXX showed up of the XXXX with about XXXX available. On Mon XX/XX/XXXX we called and a rep was able to manually add the other XXXX and stated it should show up in the account overnight. We again asked how long and what % the hold would be the rep advised they did n't think there would be a hold since the amount was being changed manually. On the morning of Tues XX/XX/XXXX we saw the XXXX was in fact added to our balance but only another XXXX was made available leaving about XXXX % of the original total on hold. We called first thing in the morning and spoke to a rep about the hold. They advised the hold was placed due to our account history and the size of the check. We asked if there was a way to verify the amount was good with the other bank to remove the hold faster as it is essential more of the money be released, but the rep advised the hold would remain until XX/XX/XXXX & XX/XX/XXXX for the amounts no matter what. We requested to speak with a supervisor but were advised one was n't available and would call us within 24hrs. We called back again that morning due to the urgency of the matter and spoke to another rep that stated there was no one who could remove the hold and we were basically wasting our time. We stated several times that we understood them holding some of the money but had never had XXXX % of a deposit held before and felt the hold amount was excessive. We again requested to speak with a manager and were told one would call back within 24hrs. We advised we could n't wait that long as this was an emergency for us and indicated we could wait until a manager became available. The rep placed us on hold but when they returned they again stated no manager was available but they would try to have one call back as quickly as possible. While waiting for a manager to call we reviewed USAA 's deposit regs and the Fed Reserve guidelines. While they show that a hold can be placed on deposits over XXXX it appeared that the first XXXX should still be available within 2 business days which would be today XX/XX/XXXX. The only exception I could see that would possibly apply was the section regarding accounts overdrawn for 6 or more days in the last 6 months, but the only time in the last 6 months that I know of our account being overdrawn was when there were fraudulent charges on the account which USAA confirmed as fraud and reimbursed us for. I called again as we had n't heard from a manager yet but the call with the first rep I spoke with disconnected from their end after a hold. When I called back I advised that I felt the amount being held was in violation of fed reserve guidelines and I wanted to give them a chance to resolve the issue prior to making a complaint but was told there was no one who could alter the hold. This time they stated that the way the money was deposited ( it was deposited as instructed by a usaa rep ) was what resulted in a hold that no one could remove. We believe USAA placed more of our funds on hold than they should have and failed to adequately address our concerns. At this time we still have n't heard back from the manager who was supposed to call back.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OK
Zip: 73099
Submitted Via: Web
Date Sent: 2016-05-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-05-09
Issue: Billing disputes
Subissue:
Consumer Complaint: RE : Unauthorized charges on my credit card from USAA, account restricted, unable to reach a representative within a reasonable amount of time and refusal to investigate my claim. I am a married father of XXXX young girls, run XXXX separate business : Build custom homes, Promote large events and provide entertainment services for Weddings, XXXX 's, charity events etc ... I have a highly regarded reputation, provide my services for many of the wealthiest families in Michigan and I have a great credit history with all my lenders. However, my latest experience with USAA regarding unauthorized credit card transactions have been incredibly frustrating and time consuming. Around XXXX XXXX, I was unable to log into my USAA account, I made numerous attempts to contact USAA, but once my hold time exceeded XXXX minutes I would hang up, hoping to find a better time to reach them. Finally, on XXXX XXXX, at approx. XXXX I reached a representative ( male ) he verified me and provided a passcode to log in. Once logged I noticed a balance over {$8000.00} whereas my balance should have been around {$3500.00}. I informed the representative there were numerous unauthorized transactions. He transferred me to Fraud investigator XXXX XXXX XXXX, I informed her all the charges from XXXX XXXX 2016 to the present were unauthorized. I identified these charges and incredibly this fraud investigator refused to take my report. She informed me that since my card was revoked. ( NOTE : card was revoked due to fraud transactions ) She was unable to take the report and transferred me to the Debt solutions department. Debt solutions dept. was not open, therefore I had to call back the next day. On XXXX XXXX at approx. XXXX I contacted XXXX, this took XXXX attempts and over XXXX minutes of hold time. At XXXX the next day I called and after more hold time lasting over 30 minutes XXXX from the XXXX answered. ( This is a different XXXX with same first name as the Fraud departments investigator ) This gets better, XXXX also informed me she was unable to help and placed me on hold for over 30 minutes. Finally, I could not keep holding and hung up. Days later XXXX XXXX, USAA reported my account revoked and a balance of $ XXXX this lowered my credit score by XXXX pts. and will jeopardize a XXXX figure construction loan i MUST apply for in a few weeks. I have exhausted every reasonable attempt and my only other alternatives are complaining to government agencies and follow up wit Civil action. During my conversations with USAA I did warn them of reporting inaccurate information to the credit bureaus as my ability to finance real estate to develop would be in jeopardy. I have also emailed these concerns and mailed certified letters the XXXX disputing the balance USAA is currently reporting. It is also important to note that over the last few months I have paid over {$80000.00} towards my revolving lines of credit per advice from my loan officer in preparations to obtain a large ( XXXX figure ) construction loan
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 480XX
Submitted Via: Web
Date Sent: 2016-05-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-05-06
Issue: Transaction issue
Subissue:
Consumer Complaint: Credit card has been denied on multiple recent occasions, and caused me to incur a {$10.00} fee with my gym for a failed monthly payment, likely due to issues with the bank 's conversion of my XXXX credit card account to a XXXX card account. My XXXX credit card ( " MC '' ) has been denied multiple times recently though the bank 's representative I called and spoke with on Monday, XXXX XXXX, confirmed that I was not delinquent ; she said the payments had apparently been declined for incorrect expiration date submissions. She confirmed the expiration date on my XXXX was the correct XXXX on file. I explained that my gym notified me that the monthly gym membership fee ( which the gym has been deducting on the XXXX of every month for over a year from my MC using the same card number and expiration date ) had been rejected and assessed me a {$10.00} fee and that other payments had also been rejected recently, including a payment for an XXXX purchase ( prior to the recent rejection XXXX had successfully processed payments using the stored MC information on multiple occasions ). I suggested that the payments had been rejected due to credit card conversion issues at USAA : my MC credit card account is being converted to a XXXX credit card. I 've been issued a new XXXX card and was told the XXXX would be good until late XXXX, but several payments have been rejected well before the disclosed cut-off date. The agent said all she could see in the system was the reason for rejection of my payments for incorrect expiration date. I asked to lodge a complaint with USAA since I was concerned my issue could signify a more systemic issue with the credit card conversion but the agent said all she could do was make a note on my account. So far as I know, I have only incurred a single {$10.00} fee from my gym and merely suffered inconveniences for other denied payments, though other consumers may have endured more significant harms.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11201
Submitted Via: Web
Date Sent: 2016-05-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-05-05
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: USAA Bank closed my checking account due to attempted access by an unauthorized company. I disputed it and eventually had to have CFPB to resolve it. USAA closed the account but did not open another account for me due to the attempted fraud.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: OR
Zip: 97030
Submitted Via: Web
Date Sent: 2016-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-05-04
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I have a home equity line of credit with USAA in the amount of XXXX. I am current in my payments with the loan, but have been late in the past. Due to previous late payments, USAA froze the account, meaning I am unable to borrow more money. However, they report it as " closed '' to the credit agencies. Having XXXX in revolving debt but not an offsetting amount of credit, creates a credit utilization ratio of XXXX %. This significantly hurts my credit report and makes it impossible to get things like car loans or credit cards. The account is not " closed '' it is frozen.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94404
Submitted Via: Web
Date Sent: 2016-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-05-03
Issue: Unsolicited issuance of credit card
Subissue:
Consumer Complaint: USAA Federal Services Bank and I entered into a written and signed contract for a USAA issued XXXX on XXXX/XXXX/XXXX. That USAA XXXX account is still open and in good standing. USAA sent me on XXXX/XXXX/XXXX XXXX new USAA XXXX cards with different account numbers saying they will no longer honor our contractual agreement for a XXXX and will end XXXX service on XXXX/XXXX/XXXX. I do NOT desire and did NOT request the XXXX XXXX cards, nor sign ANY agreements for them. On the day received I phoned USAA and requested they be removed from my account as they were undesired, unauthorized, and I feel issued fraudulently using my XXXX bank data by USAA. I did NOT " activate '' the cards unsolicited and sent me. USAA was instructed to cancel those XXXX accounts immediately and remove ANY and all data from any credit reporting bureaus or other records that they created associated with my name.USAA claims they had the right to change Credit Card companies and issue cards to another service card company without the members permission. What 's next - XXXX XXXX XXXX, XXXX XXXX showing up in the mail I did NOT request? No, I feel it Bank Fraud for a Bank to issue its members credit cards without their express permission. I expressly told USAA to remove any record of the cards existence and desire to close my USAA XXXX account on XXXX XXXX XXXX. I asked USAA to write a letter to the XXXX credit bureaus requesting any reference to the USAA issued XXXX cards be removed and that the data was entered by USAA without Member permission and annotate the USAA account closed at consumers request to preclude any adverse credit reporting to the credit bureaus - USAA refused to write the letter detailing their opening the XXXX account ( s ) without my ( and XXXX of other members ) permission. On XXXX/XXXX/XXXX got a USAA XXXX invoice for XXXX charges made and sent payment for full amount to USAA Payment center with letter instructing full amount paid is to be applied ONLY to the XXXX card Bill and NOT to any XXXX Card accounts made by USAA against my permission. Calls to USAA reveal USAA had taken it on their own to transfer the USAA XXXX account balance from the open XXXX account to the new USAA created XXXX Account cards against my express written instructions ( letter available on request ). This created an unauthorized XXXX cards account history by USAA - an adverse credit reporting action action since USAA still had not closed the XXXX account per consumer request at the time the request was made. On XXXX/XXXX/XXXX I received a USAA Invoice for the USAA XXXX credit card account that I had instructed USAA to close on XXXX XXXX XXXX and again instructed closed on XXXX XXXX and XXXX XXXX. The statement shows USAA transfer of XXXX balances to their new ( unauthorized and undesired ) XXXX XXXX. I called USAA to demand closure of ALL Credit Card accounts ( ) XXXX and XXXX ) as they were incompetent and untrustworthy to follow consumers directions for account closures and records corrections to the XXXX credit bureaus. I believe USAA is acting fraudulently in creating credit accounts and sending out new credit cards with a different service provider without the members written permission. Anyone else applying for a credit cards using ones information without permission would definitely be considered Id theft and Banking fraud. For an issuing Bank to issue cards without members permission I feel is also credit fraud and Id theft at an institutional level. As of today I have brought all credit card balances to {$0.00} and directed USAA to close ALL USAA issued credit cards at consumer request. Who wants to bank with a financial institution that issues credit cards and affect ones credit ratings without the members permission? - Not me and neither should anyone else! USAA should have gotten signatures on new contracts for the XXXX cards to change properly and legal
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85742
Submitted Via: Web
Date Sent: 2016-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No