Date Received: 2016-04-06
Issue: Delinquent account
Subissue:
Consumer Complaint: The credit card did not belong to me ; it belonged to my husband.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 31324
Submitted Via: Web
Date Sent: 2016-04-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-06
Issue: Taking out the loan or lease
Subissue:
Consumer Complaint: Credit Agency reporting-who & how to handle? CHRONOLOGY of EVENTS : XXXX I had severe Identity theft ( Divorce related ) XXXX I worked to get Cr agencies to report XXXX BK & debt charge-offs appropriately XXXX/XXXX/XXXX Credit Agencies started reporting BK/identity theft charges from XXXX, out of the blue. This error just dropped my credit XXXX points in 1 week & i was rejected for a home or rental leaving me homeless & I desperately NEED HELP!!!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92078
Submitted Via: Web
Date Sent: 2016-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-06
Issue: Making/receiving payments, sending money
Subissue:
Consumer Complaint: I have had a checking and savings account with USAA for at least 5 years. I have had little issues here and there that were either resolved, or I lived with them. As of XX/XX/2016 someone hacked my bank account and changed all my personal information on my account. I initially received an email stating my email had been changed, but when I logged in nothing seemed to have been changed. I shrugged it off as a computer issue. The next day I received another email that something else had changed. This was late at night, so I figured I would call USAA the next day to figure out what was going on. By this time my account had been completely hacked and changed so much that I could not even do a basic password retrieval. My phone numbers, and emails were changed which is how I would gain access. I had a mobile app too, which did not allow me to log in after my account was hacked. When I called USAA they asked me for a special number that would be on the mobile app, but due to the hack the app had been disconnected from my name and account so I did not even have the option to view this code. Once they attempted this method of account retrieval it would lock the USAA rep out of my account, and the ONLY way for them to assist me was to have me call back. Each time I called the hold times increased. Eventually I spoke with a rep whom I asked to transfer me to a manager. The rep and manager both told me the same exact thing ; I would receive a call in 48 business hours. I waited 48 hours and did n't receive anything so I began calling them. It took me 5-6 calls and XXXX-XXXX reps ( each rep locked themselves out and asked me to call back due to the mobile app number method not working ) and XXXX manager to make a tiny bit of progress. The manager was able to bypass the mobile app code and give me some information. He provided me with the number that was added to my account and the emails. Knowing how identity theft works ( I have an XXXX background ), I did not expect much of those numbers and emails. The number had already been disconnected and I did n't bother with the emails. The manager was able to tell me that I had a balance of $ XXXX dollars at that time. The first call was on XX/XX/XXXX when I spoke to the manager that assisted me a tiny bit it was XX/XX/XXXX. So they had known since XX/XX/XXXX that my account was hacked and that I had XXXX access to it, and no way to stop these criminals from doing what they want with my account. The manager informed me that they would get to work on fixing the issue. Also, he informed me that USAA was " protecting '' me in all of this by asking me for this mobile app number. I explained that locking me out of my account and placing ALL of their security on a mobile app number is not protecting me. All the time I am spending on the phone and waiting for call backs, these criminals have free reign of my account. On XX/XX/XXXX I was called and they asked me about some transfers and transactions. I was told I would get any money back that was taken from my account, but at that time my account was still free of fraudulent charges. Mind you, they still did NOT lock my account or change my account number. Now on XX/XX/XXXX I decided I would call them again because I had not heard ANYTHING since XX/XX/XXXX. Sadly, I was right back at point A. The rep who answer was FROM the fraud/authorization department and she immediately locked herself out of my account even after I warned that I did NOT have this mobile app code. She asked me to call back. I asked to speak to a supervisor. I asked for someone in a position to fire her, so I know I had a supervisor above her. She was unable to transfer me to anyone above her. She told me I should receive a call in about 3 hours. That was at XXXX on XX/XX/XXXX. Now it is XXXX and I have received nothing from USAA. Now my account is - $ XXXX and I still do not have access to my account. My rent is due, my bills ar
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: CA
Zip: 96003
Submitted Via: Web
Date Sent: 2016-04-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-04-05
Issue: Billing disputes
Subissue:
Consumer Complaint: USAA credit card is continuing payment holds on funds submitted. I paid {$400.00} on Friday, XXXX XXXX, 2016 and it was released from my bank ( XXXX XXXX XXXX yesterday XXXX/XXXX/16. Can you please talk to someone in billing of USAA Credit card at ( XXXX ) XXXX and straignted this issue out. I would greatly appreciate it.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 06360
Submitted Via: Web
Date Sent: 2016-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-05
Issue: Unsolicited issuance of credit card
Subissue:
Consumer Complaint: USAA has decided to do away with their MasterCards, which is their prerogative, but what they have done is taken the liberty to issue Visa credit cards to all of its MasterCard customers without their authorization. I now have a Visa card from USAA on my credit report that I never wanted or authorized. If this were a store card, such as a XXXX XXXX card, being created without my authorization, nobody would question that it would be considered fraud. How is this any different? The email I received last week was the first I knew of the change coming. The email said the MasterCard would remain open until XXXX XXXX. However, they have already performed a balance transfer from the MasterCard to the new unauthorized unwanted Visa card. I logged in over the weekend to pay off my MasterCard balance in full as I do every month, but all but {$24.00} had been moved to the unauthorized Visa card. Transferring money more than a month in advance of the MasterCard being closed without my authorization appears to be more fraudulent actions on USAA 's part. I called USAA and asked that the transfer balance be transfered back to my MasterCard and I would pay off the balance in full, but they said they could n't.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 20170
Submitted Via: Web
Date Sent: 2016-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-04
Issue: Making/receiving payments, sending money
Subissue:
Consumer Complaint: My son, who is military, has had an account with USAA for 8 years and has never had any kind of issues with his banking or payments. In fact, he was an exemplary preferred customer in excellent standing. He also had his vehicles insured with USAA. He even bought his house thru USAA. Recently, there seemed to be some unusual activities in and out of his checking account, over a span of a few days ... but nothing was brought to either my son or myself ( his POA ) with regards to these activities being fraudulent or reason for concern.Based on the nature of these occurrences, this should have been an obvious RED FLAG with the bank. Instead of putting this thru to their Fraud Dept., and/or issuing a temporary freeze on the account until an investigation was completed, they decided upon themselves to completely and without notice or warning, NOT to do business with my son any longer and restricted access to retrieving any information about the account altogether. I happen to be a XXXX person as well as a XXXX XXXX, and I have been pursuing this matter on my own trying to find some kind of logical explanation. These were clearly fraudulent transactions and was not treated as such. USAA is not a real financial Institution as a normal bank would entail but they are an Investment Corp. They do NOT have branches or locations for walk in service except for the one here in XXXX, TN which is close to XXXX XXXX. I went there personally on XXXX/XXXX/16 as I was told on the phone that they are not able to speak with me since they no longer do business with my son - which came as a shock to me. I informed them that I had spoken with CFPB as well as OCC about this situation and in doing so, managed to get a copy of the checking account statement which made absolutely NO sense to me as nothing was specified with all the charges racked up by USAA. There is so much more to explain after this. While being put on hold on the videoconferencing for over 10 minutes, I immediately got a call from someone on my cellphone who indicated to me that SHE would be the one handling this matter and gave me her name and direct number to communicate with her. Today is XXXX XXXX and I have never received a response from her even after leaving several messages each day. I have brought this to the attention of CFPB previously but have not filed an official complaint since I was under the impression that they were in the process of resolving it. This does not seem to be the case as they have embarked upon a most unacceptable action that is affecting both my son & I in a very critical way. They have confiscated my son 's BAH, since he is in college under the Post XXXX GI Bill, and seems to be applying the full amount wired by The VA ED Dept. into his account, to all these fraudulent and made up charges by USAA. I can not get answers from anyone as the customer service people are very limited in whatever information they are told to give me. I am my son 's dependent and have no other income to live by. I have been asking about the auto insurance and still can not get answers from USAA. I have explained that my son was not a beneficiary of any of those fraudulent deposits and withdrawals- if any - and his personal information may have been compromised as he had no knowledge of these activities. The bank even accepted fraudulent checks made out to third parties with USAA checks - not once, but twice. Yet, nothing seemed to be of concern to forward these transactions to the Fraud Dept, if, in fact, there is such a dept. with USAA. There should be a law against this kind of mishandling and negligence with the banks and People 's Federal Funds wired to their accounts as income. I am going to inform the VA of this as they have NO right to interfere with Federal Military Deposits. PLEASE HELP ME HERE. THIS MAKES NO SENSE AT ALL XXXX Thank you. Sincerely, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 37042
Submitted Via: Web
Date Sent: 2016-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-04-04
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: I have been contacted by USAA seven times today. Five times within one and a half hours. I had n't been answering the calls and when I did finally answer the call I spoke with " XXXX. '' He informed me that it was " irrelevant '' as to how many times he contacted me as long as I had n't answered the phone. I am submitting this complaint to inform XXXX and USAA that their collection methods are annoying and harassing and I would like it to stop. I will be submitting a written letter and request to USAA as well.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 550XX
Submitted Via: Web
Date Sent: 2016-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-04-01
Issue: Advertising and marketing
Subissue:
Consumer Complaint: Like many USAA members, last fall I received an email offering a {$200.00} statement credit if I would open a new USAA MasterCard account before XXXX XXXX, 2015 and make XXXX purchases by XXXX XXXX, XXXX. My credit rating is well over XXXX, and I get lots of credit offers, which I usually ignore. This XXXX got my attention since it was a decent bonus, and was sponsored by, and came from, USAA. While I certainly did n't need another card, I took the bait and applied. I met ALL of the requirements in a timely manner, but after many months my {$200.00} credit never showed up. After XXXX unproductive, yet lengthy, phone calls to USAA, I finally received a call today explaining that the card I applied for ( by clicking on the button in the email!! ) was not the 'correct ' card to get the promo credit. Apparently I was issued a " Cash Back '' card, not a " Reward Points '' credit card. I have printouts of the offer email, and the fine print, and the screens used to apply for the card. I have supplied these to USAA via email. The card I have in my hand looks just like the XXXX in the offer email. If I did not apply for the 'correct ' card, it is because USAA 's online system took me to the wrong place to apply. There is no dispute at all by USAA that I met all of the requirements to 'earn ' the {$200.00} credit ... .simply that I was n't issued the 'correct card. ' This is USAA 's mistake, not mine .... The young man on the phone today played the 'there is no one else to escalate your issue to ' game when I told him his 'final resolution ' was ridiculous. That in and of itself is completely unacceptable and well beneath the dignity of the USAA organization.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30092
Submitted Via: Web
Date Sent: 2016-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-03-31
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: On XXXX XXXX 2016 I received a text alert from USAA bank stating that my checking account had been compromised. The agent informed me that it would take 24-48 hours to do a fraud investigation and I would n't have access to my accounts. When I called XXXX XXXX 2016 the person I spoke with asked me for an authentication code that I did not have because no one ever gave me one and then asked for my phone number once I gave her my number she said that the number I gave was not the number on record. I explained to her that someone had compromised my account and must have changed the number also. She told me there was nothing else she could do she was locked out of my account when I asked to speak to someone in the fraud dept she told me should could not transfer me because she could not authenticate me. I have been experiencing pretty much the same attitude for the last 6 days when I call to find out what 's going on with my accounts. XXXX XXXX 2016 will be a week I do n't know how my account was compromised or to what extent. And USAA does not seem to be in any hurry to fix the situation.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: FL
Zip: 32547
Submitted Via: Web
Date Sent: 2016-03-31
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-31
Issue: Billing disputes
Subissue:
Consumer Complaint: I have an unresolved credit card dispute with USAA regarding a fraudulent transaction from XXXX XXXX XXXX XXXX in the amount of {$360.00}. In spite of documentation supporting my position that XXXX a refund in full, USAA is still billing me in spite of my best efforts to resolve the matter on the phone and on line.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 15317
Submitted Via: Web
Date Sent: 2016-03-31
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No