Date Received: 2016-04-16
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: I recently had fraudulent activity with one of my checking accounts. Unauthorized use of the debit card was tracked to Florida. USAA Customer Service stated that the unauthorized user called and obtained information to access my online account. With information, provided by Customer Service, the unauthorized user accessed my online account and transferred the entirety of joint checking and joint savings to my personal checking account. While in my online account, the unauthorized user changed the withdraw limit and PIN number before withdrawing the entirety of my account balance via my personal checking from an ATM in Florida. It only took USAA about a week to return the funds, but now I have been locked out of my account since. They keep transferring me from one department to another, dropping my calls and every time this happens you have to start the whole phone call process over again. Now every time I call they tell me that a Escalation team member will have to call me back in XXXX hours to verify my identity. I have yet to have a call back and it has been about 3 weeks now that this mess has been going on with no resolution. I need access restored to my accounts immediately. I have late fee 's, over drafts, bills to pay, and a mortgage. I do n't know what else to do. This is causing XXXX on a XXXX veteran. Please help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97206
Submitted Via: Web
Date Sent: 2016-04-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-14
Issue: Credit card protection / Debt protection
Subissue:
Consumer Complaint: On XXXX XXXX, 2016 I made XXXX payments towards XXXX of my USAA credit card accounts ( total {$380.00} ). Both payments cleared my bank on XXXX XXXX, 2016. On XXXX XXXX, 2016 I noticed the payments did not apply to the BALANCE of my accounts. I called USAA and the representative said it could take 10 days? After thinking about it, I realized it didnt make sense so I emailed the company on Sunday XXXX XXXX. On Monday, XXXX XXXX, 2016 I received a voicemail from USAA ( while I was at work ) so I returned the call the next day and and left a message for that representative. As of yet, ( 4 days later ), he has not returned the call. In the mean time, I called USAA on Tuesday, XX/XX/2016 and spoke with someone regarding my XXXX payments that have not posted and they stated an IT ticket number has been assigned to my case. Being that my due date and billing cycle were a few days away, I made another payment ( {$76.00} ) so there would not be an derogatory information on my credit report. I have been given and IT trouble ticket number and the " estimated '' time to have this issue fixed is XXXX XXXX, 2016. In the mean time, my billing cycle ends today and my credit reports will now reflect no payment for the month because of their errors. After numerous calls and passing me back and forth I am unable to get anything else resolved.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: FL
Zip: 33570
Submitted Via: Web
Date Sent: 2016-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-14
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: Complaint Details I filled out an application for prequalification on a home mortgage about a month ago. After about 3 days i received a prequalification letter saying i was qualified for a home loan of XXXX with 5 % down. It said that the next step was to find a home and get a contract. So I did.I put XXXX $ down ernest money and XXXX $ for option period then another XXXX $ on home inspection. I then had the realtor send over the contract and was instructed to call USAA to make sure everything was going well. Well I call the number listed on the pre qual and ask for the status and they say it has not been prequalified ... .then why did i get a prequalification letter? They said something might have got messed up so I went through the whole process again with no luck. The denial i got from the second one cited insf funds to close loan yet I had XXXX in USAA buyer was going to pay XXXX plus XXXX ernest and a XXXX gift ... that would be XXXX plus by the time the loan closed i would have had another XXXX. This is besides the point though ... I got a paper saying im prequalified for a loan through USAA yet when i called they said no. So someone made a mistake and it has cost me XXXX in inspections and XXXX in option fees ... that is a {$490.00} error because i received a prequalification from USAA and began the home buying process. Only one person told me exactly what was going on and actually advised me that USAA offers first time home buyers program that would help us out. The first like 6 people should have told me about this program, I clearly told them this would be my fist home. Anyways I am not out {$490.00} and have wasted a month going back and forth with bad services. I have never had issues with any of my other products but to fail so badly and XXXX us over will make me seriously reconsider another product through this company. And I do expect a reimbursement for my losses as if I did not have that prequalification we would have never continued the process and spent that money. I also now have numerous credit pulls because all said and done I went through 4 applications before I got the full story.
Company Response: Company believes complaint is the result of an isolated error
State: TX
Zip: 78130
Submitted Via: Web
Date Sent: 2016-04-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-14
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: On XXXX XXXX, USAA Federal Savings Bank notified us of suspicious login activity on one of our accounts. Someone had changed my password and PIN. As a result, they froze our accounts and denied us access to even see our balances. They said it would be two business days before the issue was resolved. After two days, they let us in to see our accounts, and we saw that someone had transferred money from savings to checking, and had committed XXXX unauthorized withdrawals. When we notified USAA, they told us they were going to keep our accounts frozen for another week while they investigated. Since then, we have had no access to either of our checking accounts or to our savings account, and every time we talk to USAA we get told they need " two more business days '' to investigate. We have been living off our credit cards for 14 days now as a result, and no one from USAA will call us back. In addition to the $ XXXX+ stolen by the criminals, we are now having multiple payments declined because of our frozen accounts, and are beginning to rack up penalties from creditors. We received a shut-off notice from our electric company yesterday afternoon. USAA 's inaction and refusal to communicate is beginning to cause damage to us financially.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: AR
Zip: 72756
Submitted Via: Web
Date Sent: 2016-04-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-14
Issue: Credit card protection / Debt protection
Subissue:
Consumer Complaint: 1. I have a USAA MasterCard. USAA wants to switch to XXXX. They have sent me notices that I can " upgrade '' to XXXX. I have responded that I do not want to " upgrade. '' 2. Reviewing my account on line, USAA has arbitrarily opened a XXXX account in my name. I do not have a new card, have not activated an account - but a new account is being shown as open.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2016-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-14
Issue: Delinquent account
Subissue:
Consumer Complaint: I had a credit card with USAA then they cancelled it. Acct no.XXXX was wondering what happened. Then I recieved a letter from Office of Personnel Management that my Identity had been breached, I have tried to contact them directly and through the Credit Bureau, But they say I owe some XXXX .... This is redicoulous
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 48911
Submitted Via: Web
Date Sent: 2016-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-04-13
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: Over the weekend of XXXX XXXX my bank accounts XXXX at USAA bank was liquidated of {$70000.00} in Florida without my authorization. I reported the unauthorized withdrawals on XXXX XXXX. I was notified that my account would be credited back within XXXX5 business days but this has not occurred as of the date of this complaint. I need to pay bills but USAA has not even given me an update and the investigator has not contacted me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 79936
Submitted Via: Web
Date Sent: 2016-04-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-14
Issue: Delinquent account
Subissue:
Consumer Complaint: I had a credit card with USAA then they cancelled it. Acct no. XXXX was wondering what happened. Then I received a letter from Office of Personnel Management that my Identity had been breached, I have tried to contact them directly and through the Credit Bureau, But they say I owe some XXXX .... This is redicoulous
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 48911
Submitted Via: Web
Date Sent: 2016-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-04-09
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: It 's almost comical about how hard it is to do business with USAA or how hard USAA makes it. USAA is impossible to deposit cash with and their XXXX store locaitons do not take cash. I recently was paid in cash and went to get a few money orders that were certified payments, yet USAA insists on putting everything on hold. This is a nightmare! The iPhone app they say will tell you if the deposit is going to be palced on hold before you deposit and this is true only some of the time. I find that other times after the deposit has been made only then do I get notified that the deposit is going to be placed on hold for " security '' reasons ... yeah right ... .security ... More like USAA wants to hold my money and invest/lend it and then release it to me 6 or 7 days later. Sounds like a good scam to me. This makes no sense. I have yet to deposit a check into my USAA bank account that has bounced. Whatever happened to banks doing the right thing for their customers? I ask that USAA not contact me by phone regarding this matter, by mail only.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91335
Submitted Via: Web
Date Sent: 2016-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-07
Issue: Problems when you are unable to pay
Subissue:
Consumer Complaint: Hi, I receive multiple calls a day back to back. I receive calls from XXXX to right before XXXX at night. During my work day I am unable to answer my phone but they constantly call my cell back to back, an hour apart. Is n't there a law protecting the consumer from back to back calls, especially on their cell phone?
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: VA
Zip: 221XX
Submitted Via: Web
Date Sent: 2016-04-09
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: Yes