Date Received: 2016-05-03
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: In XXXX 2015 my wife was in an a single care auto accident which cause over {$40000.00} in medical bills. USAA has failed to provide insurance as prescribed and pay for over 15 years. Their failure has negatively affected my wifes credit. Preventing us to move forward to purchase a home. We 've asked USAA to refinance a car loan to lower the rate an increase her debt to income. Even though the mistake is theirs they told us we had to wait 90 days. I 've asked repeatedly through various departments and reps for an explanation letter and have been refused. Also, USAA has doubled our insurance premium without explanation and without paying off my wifes medical bills.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 238XX
Submitted Via: Web
Date Sent: 2016-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-05-02
Issue: Identity theft / Fraud / Embezzlement
Subissue:
Consumer Complaint: I contacted XXXX a few months ago regarding a XXXX XXXX XXXX card that was opened by my ex-husband using my information. The account was opened while he was XXXX and I was XXXX. XXXX closed the account since it was opened without my authorization. XXXX noted that I had not activated a single card for this account and I was not aware of this account since I had never received a card in the mail. My ex-husband had access to my personal information from previous income tax returns that were filed. I did not authorize my information to be used for this account in writing, online, or over the phone. I have submitted a notarized identity theft affidavit to XXXX and all XXXX credit bureaus, but have not received any resolution nor has my name/information been removed from this account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89084
Submitted Via: Web
Date Sent: 2016-05-27
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-05-01
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: About three years ago, in order to help my daughter refinance her car loan, I opened a Certificate of Deposit ( CD ) Account with USAA Federal Savings Bank ( USAA ) routing # XXXX. Since opening the CD there had not been any particular noteworthy events concerning the CD. However, during the past weekend I noted unusual activity for the CD in terms of interest payments. On XXXX XXXX, 2016, I contacted USAA to inquire about interest payments being credited and then simultaneously debited to my CD. Specifically, without written or verbal explanation the crediting and then debiting activity occurred on the dates of XXXX/XXXX/16, XXXX/XXXX/16 and XXXX/XXXX/16. When I contacted USAA, I was asked by the USAA representative if I had recently opened any new USAA accounts and had not provided a signature card to which I replied no to both questions. While on the phone, the USAA representative asked me to hold several times while she checked on my account status. After this had gone on for about 25 minutes, it appeared there was not going to be a timely response to my inquiry ; I asked the USAA representative if it might be possible for her to call me back. I noted that I was expecting an important call from the U.S. Department of Veterans Affairs that I could not miss. Both the representative and supervisor seemed indifferent to the fact I was a XXXX Veteran and needed to communicate to the Department of Veterans Affairs that several of my prescriptions needed to be refilled promptly. The USAA representative stated that she would not be able to call me back and that I must continue to hold on the phone until she had resolved the issue with my CD account. I then asked to speak with a supervisor and stayed on the line for another 10 minutes waiting until the connection with USAA was lost. Thinking that someone would call me back ( the USAA representative had already asked for my identifying information and thus had access to all my contact phone numbers ), I waited about 30 minutes before calling USAA customer service and asked to speak with a supervisor. I was told by the supervisor, that USAA implemented a policy about three ( 3 ) years ago whereby it does not call customers back to provide information concerning their respective accounts. At present, I still do not know why, unlike in the past, I am not being credited with interest to which I am entitled for my CD account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28173
Submitted Via: Web
Date Sent: 2016-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-29
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: At approximately XXXX, I received XXXX email from USAA Bank informing me that had changed the password and pin number for my checking account. Per USAA employee XXXX this was done because someone called in claiming to be me and told them he was on a trip to XXXX via XXXX and needed to obtain some extra cash, however, when he tried to use his debit/credit card at an ATM there were problems. The times on the XXXX emails I received from USAA were XXXX and XXXX, XX/XX/2016. After the bank made the requested changes this individual made XXXX withdrawals of over {$700.00} between XXXX and XXXX. The process when you call USAA ( process they put me through ) they ask for my account number or my social security number. Then they ask for the last XXXX digits of my social security number along with my password ( my wife does n't even know my password ). Sometimes they ask for my pin number. Then when I get to an agent in the department I want we go through this process again. How did this individual have all of my personal information? XXXX, the USAA person I initially dealt with at XXXX told me the individual had taken out {$450.00} x XXXX. By the time she passed me off to XXXX, she had raised the amount of the withdrawals to {$710.00} x XXXX. It was only when I check my online account register that I learned the actual amount taken from my account was {$720.00} x XXXX. The online account register does not show the location of the ATM used to withdraw the money. After USAA returned my money to my account. I followed the advise of my attorney and set up a new account here in XXXX XXXX, Arkansas and began via ATM withdrawals transferring my money to my new account. AT NO TIME did USAA allow me to make more than one {$600.00} ATM withdrawal a day. From the documents I have there are significant questions as how this could happen with such a supposed high quality organization as USAA Bank. This gives me the impression this was an inside job.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AR
Zip: XXXXX
Submitted Via: Web
Date Sent: 2016-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-04-28
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: FYI, On XXXX XXXX, XXXX XXXX XXXX called his XXXX account to check the balance. He discovered that his account balance was {$12000.00} in the negative. He contacted his father to see if he had any knowledge of why his account would be negative. On this same date, XXXX XXXX XXXX went to a local XXXX Bank, XXXX XXXX, Texas branch to discuss the account. At this time, it was revealed to him by the local branch that there were XXXX online transfers from his XXXX to his USAA Federal Savings Bank. XXXX XXXX XXXX advised the bank that he never authorized the transfers. On this same date, he was advised that there was a USAA local branch in XXXX XXXX, Texas that he could visit to discuss the transactions. On this same date, it was revealed to XXXX XXXX XXXX that his accounts was fraudulently taken over. Additionally, he was notified that someone somehow gained access to his account, requested a debit card, changed all security notifications to a number. Last information on the account is that all of the charges are over {$25000.00}. USAA Fraud Department XXXX x XXXX ; Case # XXXX USAA has informed us that the violator requested a debit card from USAA and that the debit card first XXXX digits are : XXXX the last XXXX digits are : XXXX The debit card was sent to : XXXX XXXX XXXX XXXX XXXX, XXXX, XXXX XXXX violator 's Cellphone # XXXX USAA has since informed XXXX XXXX XXXX that they have made a business decision to terminate his membership and has determined that all funds owed are his responsibility.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60586
Submitted Via: Web
Date Sent: 2016-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-04-27
Issue: Rewards
Subissue:
Consumer Complaint: I have XXXX credit cards with USAA Bank in XXXX XXXX. They are all Cash Back Cards but they do not tell you on your statements how much you have earned. In addition I asked to receive the cash and they try to get me to get gift cards, etc instead of the cash they owe me. They can not tell me, by card, how much cash I have earned and they try to make you jump through hoops instead of giving you the cash they owe you. I have been trying to get my cash back since XX/XX/XXXX and have been unsuccessful. The credit card dept. says the " rewards dept. '' handles that and the " rewards dept '' says the credit card dept handles that. 4 month and NO CASH. THIS IS JUST PLAIN FRAUD.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97330
Submitted Via: Web
Date Sent: 2016-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-27
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: Someone called my bank ( USAA ) and tried to access my wife 's account and failed. She was never notified of a failed attempt to access her account via phone. They eventually succeeded after multiple attempts and were able to change her withdrawal limit, contact phone number, and online password. My wife was only notified of the password change after the fact. They were then able to access XXXX accounts and empty all of them, totaling over {$4000.00}. I have searched USAA 's member community forum and see this happening way too frequently with USAA accounts recently. I find it very hard to believe that USAA is not notifying members of this fraudulent activity or tightening up phone security and adding extra verification due to this scam. We are now on day XXXX of accounts being frozen and funds not replaced. We have requested, via phone and in writing, replacement debit cards, new accounts, and the funds replaced. We have had no contact from USAA. When I called, they claim it is still being " investigated ''. They know what I know, because I learned it from them : They granted access to our bank accounts to a third party, who then cleaned the accounts out. The only mistake we made was trusting USAA. Yet, we still have no access to funds we need for bills and food. The level of ineptitude, complacency, complicity, or some combination of the XXXX, is frightening here.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 078XX
Submitted Via: Web
Date Sent: 2016-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-27
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: In XXXX XXXX I found out that more than {$16000.00} had been transferred to my sons ' linked accounts from my Checking account. It had happened over more than 3 months starting in XXXX XXXX. USAA said that since the money was moved into both sons ' accounts that this was my problem to sort out with my sons. They sent me a form letter stating that they closed the investigation. But they did not provide me with an answer to how such a sum of money was moved from my account to my sons ' account without my PIN number on so many transactions over that time. I had changed my PIN several times because of difficulty I was having accessing the account online. They said they would elevate the complaint about 2 weeks ago and that they would be back to me in 3 days but I have heard nothing since. Please help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 220XX
Submitted Via: Web
Date Sent: 2016-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-26
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: In XXXX I called a loan originator at USAA to get pre-approved for a VA home mortgage loan. During that phone call I thoroughly explained that I had, at the time, worked for my current company for 1 year and 3 months. I also explained that I am paid an hourly rate on a guarantee of 70 hours a month, unless I work more, then I am paid for the hours I work ( which is on average around 85 hours a month ). Based on that information, the originator pre-approved us for a certain amount under the income of about XXXX pay hours a month ( my actual income ). We then used that pre-approval to find a house and sign a purchase contract. After signing the contract, we then moved forward in the purchase process by both moving forward with USAA in the loan process and having inspections done on the house ( totaling {$430.00} ). After submitting all the required documents to a loan processor, the loan went to underwriting, where it was denied. The processor tried several submissions, but each came back with the same denial. The reason behind the denial was that they could only use the guaranteed amount, since I had not been employed with my current company for at least 2 years. This is a basic VA mortgage loan rule. As a result we had to back out of the purchase contract and the house went back on the market and was then sold to another home buyer. I feel that since this is such a basic VA rule, the loan originator should have known it, and should have based the pre-approval the guaranteed amount, not my actual income. Had he done so, we would not have signed the purchase contract, and, more importantly, not have done the inspections on the house, which cost us {$430.00} out of pocket. Therefore, I believe that USAA is responsible for the loan denial and should reimburse us for the inspections fees, but they refuse to do so.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: FL
Zip: 34221
Submitted Via: Web
Date Sent: 2016-04-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-26
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: Someone hacked my daughter 's deposit mobile on her cell phone and deposited XXXX checks into XXXX separate accounts. The hackers also did several other transactions with the accounts from grocery stores and various ATMs. The funds from the fraudulent checks were immediately available so the hackers transferred the funds between the accounts until they found an account that they could withdrawal money from an ATM. The bank says we are responsible for the money taken even though we are victims of identity theft. The bank has procedure for customers to file for identity theft and are victimizing us twice. We have filed police reports and reports with the FTC.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KY
Zip: 410XX
Submitted Via: Web
Date Sent: 2016-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No