Date Received: 2016-03-30
Issue: APR or interest rate
Subissue:
Consumer Complaint: I have a USAA credit card. I received an offer from USAA for 0 % interest on new purchases until XXXX/XXXX/XXXX. I accepted the offer on XXXX/XXXX/XXXX. I had no previous balance forward on the card, and I paid the entire XXXX/XXXX/XXXX statement in full. On XXXX/XXXX/XXXX I was charged {$3.00} in interest on new purchases. On XXXX/XXXX/XXXX I was charged {$3.00} in interest on new purchases. Twice I contacted USAA to receive credit for the erroneous interest charges. Both times, the representative agreed that I should not have been charged interest. Both times, I was put on hold off and on for approximately 30 minutes. Neither time was the agent able to issue the credit. The second time I called, I was told that a ticket was opened with the IT department, and that it would be resolved. I still have not received the credit. This is ridiculous. I am no longer charging to this card because obviously they ca n't figure it out. USAA owes me {$6.00}, plus an hour of my life. & lt ; This account was recently converted to a XXXX account, which is the number I am providing. The interest charges were on the previous XXXX
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: OR
Zip: 972XX
Submitted Via: Web
Date Sent: 2016-03-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-30
Issue: Payoff process
Subissue:
Consumer Complaint: The payoff process used by USAA breaks the XXXX XXXX credit card XX/XX/XXXX. I made payments to the credit card for XXXX from XXXX time frame and all payments were applied to a balance transfer rate of 1.9 % instead of the 18.15 % interest rate. Anything over the minimum payment is to be applied to the highest interest rate on the account. Furthermore, I went back to previous statements dating back years and discovered USAA charged full monthly interest on purchases even if the purchase balance existed for a 5 days ( for example ). Over a period of years, both of these equate to large quantities of interest being wrongfully charged to my account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 43202
Submitted Via: Web
Date Sent: 2016-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-03-28
Issue: Identity theft / Fraud / Embezzlement
Subissue:
Consumer Complaint: My Mastercard with USAA was compromised, and I was a victim of Identity theft. I was checking online for a statement since I did not receive one for the current month and there were many charges from XXXX listed. I never made ANY of these charges, and my concern is why did n't the USAA Fraud / Security department alert me to these charges. I have had the Mastercard since XX/XX/XXXX, and have NEVER purchased anything thru XXXX. The first charge was on XXXX XXXX, XXXX and continued thru XXXX XXXX, XXXX. There were XXXX charges to XXXX XXXX, totaling over {$9000.00}!!! When I called USAA, all I got was : " gee, I 'm sorry. I do n't know how that could have happened. You must have fallen thru the cracks! '' How can I have confidence in a company that does not monitor accounts? All but XXXX of the charges have been credited, the account was closed and I have received a new card. But there are XXXX remaining charges from the same XXXX XXXX, totaling {$1400.00}. I have tried 4 times to get someone from USAA Fraud/Security to correct these charges. First on XXXX XXXX, then on XXXX XXXX, then on XXXX XXXX, and finally today on XXXX XXXX. After being " On hold '' for 20 minutes each time, I spoke to a rather incompetent agent who merely said " Wow, there 's alot of charges and credits. I 'm sure it will be fine. '' I still have {$1400.00} outstanding that I did not charge. He did n't know what to do, so I asked to speak to a supervisor. After being " On hold '' again for about 7 minutes, he said he 'll take care of it. What?? I want to speak to a Supervisor. He said they 're too busy now and will call back. That was 4 hours ago. I am very upset and frustrated with USAA, who portrays itself as an aid to military- ( my husband and daughter are military. ) The fact that this happened in the first place is very upsetting, but the fact that USAA is not trying to resolve this is more concerning!
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: VA
Zip: 22153
Submitted Via: Web
Date Sent: 2016-03-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-28
Issue: Making/receiving payments, sending money
Subissue:
Consumer Complaint: I received a check from what i thought was to be my new job and deposited it before doing any work or spending the money i called USAA to verify everything was good to go since this was my very first job outside of the XXXX and had never dealt with payment from anyone else. The funds were available immediately and I asked the USAA representative if I needed to wait on anything else or is it that once the money is there it has been cleared The USAA representative let me know that everything was good to go and there was nothing further that would need to be done. This happened about a total of 4 times all to find out that i was being scammed and the only reason i found out is because i called and asked a question to USAA after that i have been given nothing but the run around with XXXX member being very understanding while she filed a second fraud alert for me she stated she did n't know why i was given false information and why they did n't check into it when i initially had inquired about the situation. She said the only notes on my account stated that I would be reliable regardless of it being a fraud/scam case because it was my account. She tried to get in contact with someone in management yet was not able to. Every time I call USAA i am given the run around leaving me with the burden of fixing what they failed to do. I am beyond frustrated and out of all my money. They do not seem to care one bit nor have they tried in anyway to resolve this issue. I was given checks from a closed account which were returned on XX/XX/XXXX. This is now a FBI investigation case because it is happening without the companies knowledge and outside of state lines. It is occurring in XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, and XXXX. I have been told by my legal assistant that usually the bank makes the customer whole but it is up to the bank. I feel that i banked with USAA not only because I am an XXXX but because as a bank i would think they would verify things that would keep my money and myself safe from such situations.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32539
Submitted Via: Web
Date Sent: 2016-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-03-27
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: On XXXX my account was gotten into on USAA by phone number XXXX at XXXX. At XXXX and at XXXX XXXX attempted to get into the phone automated system. They were able to change my information with only a SSN and birthdate. ( ( When I call I have to provide a pin ). Transactions were made from XXXX XXXX and another in XXXX for on that same night ( they used my debit card for both ). The pin, security questions and password were changed and a new phone number of XXXX ( appears to be texting service out of XXXX was added as my primary number. My account then had a mobile app established on this number which appears to be an Android XXXX XXXX phone. None of these numbers are attached to me or my family nor do any of us have any XXXX smart phones. ( we have all XXXX ) Here is where the NIGHMARE really begins I called USAA fraud department to make them aware that the XXXX number is allowing notifications and it 's not mine. They appear to not be able to remove this device from my profile. The have put in a ticket to try to solve it but it will be sometime next week. So someone has access to my balances and accounts until then even with added security in place. They also can not tell me that after the two week lock out on my account if someone will be able to call in and do this again. I have opened a new checking and savings but am stuck at this moment because I have no way to access my money and the payroll check can not be changed for this reporting period. USAA has temporarily refunded the XXXX transaction on my debit card pending their investigation the charge for XXXX XXXX is still pending. Currently there are XXXX others here in our Military XXXX that are having similar situations with USAA. We do n't personally know them and my adult son who no longer lives with us had his account hit 3 days after mine in XXXX XXXX. Currently I want answers and USAA can not give me any. I was told by Fraud Department on Thursday to stop stressing and to have a good weekend. I have reported to police department and have fraud alerts on all of my credit reports. I noticed all of this on the XXXX and USAA tells me that 'd those other phone numbers have not tried to access anything since the XXXX. Right now not sure I trust them and my information is floating around on an unknown device. After speaking with someone who works In computer securities for a large Corporation they feel as if USAA has had a data breech. As I write this I have involved many authorities and this seems to be a huge problem with USAA and I 'm just one of many having this issue in the last 3 weeks. Speaking with about XXXX people here their debit cards have been compromised with USAA since XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28376
Submitted Via: Web
Date Sent: 2016-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-18
Issue: Unsolicited issuance of credit card
Subissue:
Consumer Complaint: My husband had a credit card with USAA. I was a authorized user of the card but never signed personally for the debt. My husband filed chapter XXXX bankruptcy. Usaa issued me a new credit card number, which they will not provide the full credit card number to me and transferred his debt to me. This was not my debt. I filed a dispute claim with the company but they did not answer my complaint. They call upwards of 20 times a week to collect this debt. I have talked to them and have asked to talk to someone who could make a decision or clarify there position. Sometimes I will be transfered 3 or 4 times. I need some help
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 44024
Submitted Via: Web
Date Sent: 2016-03-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-18
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I am a member of USAA Savings Bank. I have a USAA Secured Visa Credit Card secured by a CD with USAA. In XXXX 2016 I reported my Credit Card stolen. The card was shut down and a new card issued for this account. Ever since that card has been shut down I am showing XXXX separate accounts in my credit reports. XXXX my current and authorized account and XXXX an the unauthorized and fraudulent account that is being actively updated in my credit report monthly BY USAA. When I asked USAA they say that they do not see the unauthorized account in their systems, they can not pull up historical info on the account that had the unauthorized activity, and they do n't seem to think it is a problem to have XXXX separate account being reported as active when there is only XXXX account. All I want is to remove and stop reporting the stolen account as my active account to the credit bureau.
Company Response: Company believes complaint is the result of an isolated error
State: GA
Zip: 30736
Submitted Via: Web
Date Sent: 2016-03-18
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-15
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: USAA for some reason insist on not investigating my account correctly. Once my family and I noticed that my Identity was compromised, USAA was notified. We notified them and my account was closed with a day of us noticing, and USAA explained that they will be discontinuing business within a day of noticing the problem. I am being held responsible for all transaction and I have strong reason to believe that USAA did not conduct a proper investigation. I called today to try and figure out where the ATM withdrawal transaction occurred, but after calling a USAA representative explained that he no longer was able to obtain the information for me to correctly file a Police Report to the Officials. I have been very displeased with USAA 's customer service lately, and my family has been banking with them for years. I am being held responsible, and a representative explained that a day prior someone called and impersonated myself using my information. This was startling to us, USAA allowed us to make another claim to review/dispute the decision they made. However nothing has changed and I want to correctly file a report, and ask the Police to look at the cameras of the ATM that was used to commit the fraudulent activity so that USAA and myself may have a better understanding of who is at fault.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 368XX
Submitted Via: Web
Date Sent: 2016-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-15
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: USAA restricted my ability to access their banking website after i filed bankruptcy. Is this legal? I ca n't make deposits or set up electronic bill payment or transfer funds from trading accounts to bank accounts. I want to be able to access and manage my accounts through their main website.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KS
Zip: 660XX
Submitted Via: Web
Date Sent: 2016-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-15
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I am an XXXX XXXX Soldier Stationed in XXXX Tx. I bought a home for my family using my VA loan. The house that I decided to purchase had been a XXXX forelcosure home and by bid was accepted by the seller with the conditions that stated I would agree to buy the house for XXXX and the seller would pay 3 % of closing cost. This was stated in my ratified contract signed by all parties involved. I then found my lender, and USAA federal Savings bank was the most competiive bid for my loan. i applied for a loan and was approved for XXXX. I went through all the hoops and loops of giving them the necessary documetns and it took them roughly 50 days to get to closing. Then after delays they finaly said XXXX XXXX I would close and sent me the disclosure documents in advance of my closing.They also drew up the lending disclosure documents as they are responsible for this action under new trid guidleines. They then forwarded this to my title company Texas XXXX XXXX in the XXXX tx. When I arrived at closing on the XXXX of XXXX 2015, I was informed that the lender had given me a credit for {$5000.00} towards taxes that would be applied towards closing cost of my home. The seller contributions of {$5400.00} were taken off ebcause that would give me too much money back at closing. I did recieve XXXX of my earnest money back based on the closing. 4 months later I recieved notice that my taxes were delinquent by 3 months and that I had not paid my taxes for neither the mud, school distric nor XXXX XXXX. I called my lender and they asked me to submit the tax bills. Unbenounced to me the tax liability for a home I had purchased on the XXXX of XXXX of 2015 has been left for me to pay. So I called my lender back after submitting my tax documents the following monday to inquire what became of the delinquent taxes and they told me that the taxes were all paid by USAAA however, I now am in debt to my escrow because they completely wiped clean my escrow and have placed my escrow in a negative escrow balance of XXXX. Which means now USAA federal savings bank will be increasing my monthly payments by {$400.00} every month to make up for the money they have spent. Here is my problem with this transaction - I did not own the home in XXXX XXXX 2015 to XXXX XXXX 2015. Hence I should not be held liable to pay those taxes. The bank claims they gave this money to me at closing as a credit, however due to this very big error they did not allow for seller contributions of {$5400.00} which was agreed upon by the lender to be paid applied to towards seller contribuitions in my closing. This means that I am solely liable for taxes on this for a time that I did not own the home and the seller has been allowed to walk away by not fullfilling their end of the bargain. USAA claims that this is the way business is and that I will not be allowed to recieve seller contributions and that the title company is responsiible. When I spoke with Texas XXXX XXXX Company they told me that they have no liability since USAA was responsible for drawing up the disclosure and closing documents. I am but a XXXX XXXX in the United States XXXX and I can not afford to pay this outrageous amount of taxes since they will be increasing my taxes by {$400.00} can someone please tell me how to resolve this nightmare because I am being unjuslty taxed for something that has been clearly missed by all the professionals.
Company Response: Company believes complaint is the result of an isolated error
State: TX
Zip: 77375
Submitted Via: Web
Date Sent: 2016-03-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No