Date Received: 2016-03-11
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: A hotel held funds on my debit card, but removed the hold on Tuesday, XXXX. The bank still showed the hold on the account as of XXXX, and did not provide an easy way to remove the hold from the account. The only way they would remove was with a conference call with the hotel. I called the bank through their app, which was the only contact method provided, and an option for a third party call was not available. When I told the rep this, she said she also could n't do a third party call and could n't assist me. She gave no other way to resolve the issue. This is the second or third time USAA has put the burden of resolving their errors on me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 760XX
Submitted Via: Web
Date Sent: 2016-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-11
Issue: Other
Subissue:
Consumer Complaint: On XXXX XXXX, 2016, I mistakenly mailed a check to USAA credit card XXXX. The check was for {$2500.00} and was made out to XXXX XXXX XXXX. On XXXX XXXX, I realized I had maybe made an error and had sent the check to USAA. I called USAA credit card services and was told that they had not received the check and would not cash a check not made to them. On XXXX XXXX, I called my checking account bank, XXXX and was told the check had been cashed. After going to XXXX I received a print of the front and back of the check and surely enough it had been cashed by USAA on XXXX XXXX, although I had a credit due from the USAA credit card of over {$100.00}. On XXXX XXXX, after calling USAA, I was told that they could not issue me a refund until I called them back in 10 days. The reason given was that they had to made sure the check was valid since it came from an external source, although I had a copy of the cancelled check in my hand. I was also told that they could wire the money to the bank that day, XXXX XXXX, but I would need to pay them 3 % of the amount wired. On XXXX XXXX, thinking that I had made a clerical error in my check book, I had issued XXXX XXXX XXXX another check for for {$2500.00}. Now, USAA could not return the check for another 10 days or more but could immediately wire the money at considerable cost to me. Translated that means pay USAA {$77.00} and they will wire the money immediately or call USAA in 10 days and they will mail me a refund whenever. I had to borrow money from my son to cover the second {$2500.00} check until my husband arrived from his work the following day to issue me another check for the same amount. I am very unhappy with USAA and will be cancelling the credit card as soon as my money is refunded. I hope I have described the situation clearly. Thanks for any help.
Company Response: Company believes complaint is the result of an isolated error
State: GA
Zip: 305XX
Submitted Via: Web
Date Sent: 2016-03-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-08
Issue: Settlement process and costs
Subissue:
Consumer Complaint: My divorce ended XXXX XXXX, 2014. In the divorce decree stated that I am not reliable of the mortgage that only my ex husband is reliable of the house. USAA savings bank is the mortgage lender and they keep sending me letters of how the mortgage is in default but will not talk to me. My name is not on the mortgage note or the deed and they ended up putting it on my credit. I want the mortgage taken off my credit asap if possible. If I 'm not reliable of the mortgage it should not be on my credit. I have a divorce decree that I will be sending with this to show proof. I do n't live in the house and moved out when my divorce has first started.
Company Response: Company believes complaint is the result of an isolated error
State: IL
Zip: 600XX
Submitted Via: Web
Date Sent: 2016-03-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-05
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: A man called USAA Banking services pretending to be me. He did n't not know my user name, my USAA number or my phone password yet USAA " validated '' his identity by asking questions about my credit card, information he obviously already possessed. Once " validated '', USAA allowed him, over the phone, to change my on-line password, on-line pin, on-line security questions and my debit card ATM pin. To make matters worse, USAA " reminded '' him of my USAA number which now allowed him access to my on-line account and this allowed him to transfer {$4900.00} from my savings to my checking. To add insult to injury, USAA approved him to withdraw {$4500.00} in cash from an ATM machine ( he withdrew XXXX {$500.00} withdrawals ). The negligence involved here is criminal! USAA has no concept of security. As soon as this person did n't know my phone password he should have been hung up on!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33578
Submitted Via: Web
Date Sent: 2016-03-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-04
Issue: Making/receiving payments, sending money
Subissue:
Consumer Complaint: I have a secured credit card with USAA. Secured by a Certificate of Deposit for {$3000.00}. For the past three months when attempting to pay on my account I have learned that even though the credit card account is secured, if I pay the the balance in full utilizing XXXX different checking accounts, the payments will be held for an additional 7 or eight days. I paid {$840.00} on XXXX XXXX, 2016, that payment was placed on a 7 to 8 day hold. I made another payment on XXXX XXXX for another {$800.00} plus and that payment is now on hold for XXXX to 8 days. When I first started to notice this happening I called and was told that one of payments was returned and that was the reason, the payments were being put on hold. I was also told that was to be for 3 months. Even though the credit is secured by a CD. Then I have an unsecured credit card and pay it the very same way and the payments are applied immediately to the account even though the payments may or may not be paid by XXXX different accounts. This is a major concern to me because we expected USAA to be Veteran friendly as it advertises. In addition, we have home owners insurance, flood insurance and vehicle insurance with this company.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22407
Submitted Via: Web
Date Sent: 2016-03-04
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-06
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: I have been a member of USAA for over 15 years. I took a personal loan out with them against my XXXX XXXX XXXX ( that was paid for ) to re-establish my credit. I have always made my payments on time. My banking & insurance has always been with USAA. I have had regular Child Support & Expense money transferred from my daughters father for the last 5 years in lieu of a Court Ordered Child Support Agreement. He has transferred money from his XXXX XXXX account to my USAA checking account. We have never had an issue with these transfers in the last 5 years we have been doing this. No " bounces '' or unavailable funds. In XXXX XXXX, USAA, without notice or reason - USAA started putting holds on my deposits from XXXX XXXX. I had actually saved enough to pay my truck loan *ahead*. He transferred {$400.00} and only {$100.00} became available -for almost 3 weeks the balance was held. When we called USAA, they advised that He transfer from XXXX XXXX to his USAA account and then transfer from there to me. Funds would be available immediately to me this way. He did so, in the amount of {$300.00} and only {$100.00} was available to me. All the while ... I 'm trying to pay my truck loan, but USAA is putting holds on all of my transfers and when I 'm asking " why '' they say " it 's the Banks Discretion ''. I was never notified of any issues with my accounts ... checking, truck loan, etc ... Sunday, XXXX XXXX, XXXX, the day before I start my new job, I walk out to my driveway to see my XXXX is gone. I reported it stolen to the Sheriffs Office and they told me it had been repossessed. I received no " notice of note due '', no phone calls, no emails ; nothing from USAA alerting me there was an issue. Back to XXXX when my funds were held ( for no reason ) on my checking, I made the XXXX and XXXX payment together and late fees and charges were to be added to my XXXX payment ... which again, funds transfers were held and only {$100.00} available, but I would not be 30 days late until XXXX XXXX. I paid the nearly {$1000.00} in repo fees and USAA fees to get my truck back the following day. However, to this day, USAA refuses to " acknowledge '' my complaint and that they made an error. I immediately requested copies of my last 6 months checking statements and my payment history on my truck loan since the opening. I promptly received my bank account statements, but waited over 30 days to receive anything on my truck loan. When I finally received something it was a generic " statement '' saying no payment due for XXXX XXXX. When I call USAA, they tell me that I have no payment due until XXXX XXXX. Other times they tell me " the account is under review ''. But nobody at USAA - even supervisors & their supervisors will give me any information or sort this out or give me an explanation. I checked my credit score on XXXX XXXX ... USAA has multiple listings of late payments and a " reposition in repayment '' effective XXXX/XXXX/XXXX. My credit score has gone from mid XXXX to XXXX as of XXXX XXXX. I continue to make a monthly payment to USAA every month -though I have no idea how it is being applied. I 'm just tossing money out there to them & they have destroyed my credit and I ca n't even put into words how upsetting that is.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: FL
Zip: 32725
Submitted Via: Web
Date Sent: 2016-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-06
Issue: Transaction issue
Subissue:
Consumer Complaint: I have a USAA credit card, -- -- -- -- -- -- XXXX. USAA Bank allowed a {$3000.00} + charge on my account using someone else 's credit card, their number is, -- -- -- -- -- -- XXXX! That is not my credit card number! That is illegal!!! USAA Bank says that is to bad, and that it does not matter to them, and that I still owe the {$3000.00} plus interest!!! I was not able to get an XXXX, so I took off work, and paid XXXX {$150.00} and shipped the merchandise to the USAA Bank!! USAA Bank said that makes no difference to them and that I still owe them {$3000.00} plus interest!!! I have been with USAA for more then 26 years, I have never been even late with a payment, and this is the way they treat their customers!! MILITARY PEOPLE, AND ALL PEOPLE, STAY AWAY FROM USAA!!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94510
Submitted Via: Web
Date Sent: 2016-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-03
Issue: Making/receiving payments, sending money
Subissue:
Consumer Complaint: someone contacted me asking did I want to make quick money and they were from the FDIC. It was in regards to money that my bank owed me. They asked me for my personal bank information and I gave my information out. They deposited money into my account and then later told me that it was n't my money and it needed to be sent back. They gave me the names of the accounts in which the money was owed back to. I sent the money back and I thought that was the end of it. Later that night another deposit hit my account and I got an email and that basically told me I would n't have access to my account due to suspicious activity. I later called my bank and they told me to file a police report and it is attached to this statement.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 984XX
Submitted Via: Web
Date Sent: 2016-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-02
Issue: Taking out the loan or lease
Subissue:
Consumer Complaint: I am member of USAA. On XXXX XXXX, 2016, I was searching to purchasing a vehicle through the USAA car buying service as USAA offers a rate discount if the car is purchased through their service and the financing is secured through them. The rate discount promise was incentive enough for me pursue purchasing the car and seeking financing through USAA. I ended up being approved for the car loan at a normal 3.85 % rate and a .50 % rate further discount for using the USAA service. I then sought a car, which found and purchased through the USAA car buying service and made arrangements to go to the dealership to take delivery of the car on XXXX/XXXX/2016. I went to check on the loan on XXXX with USAA and noticed the rate discount was not applied yet. I contacted a representative that day and that representative told me my rate would take up to 14 days to apply. Then on XXXX/XXXX/2016 I checked for the rate discount on USAA.com and noticed it was not applied. I then inquired about this. After much discussion with a USAA representative on their chat service, USAA said I was not eligible for the rate as they did not have record that I purchased the car through their service. There are clear indications that I did seek the car through the service and secured financing through them. The car I purchased is saved to my profile on the car buying services and USAA has agreed that the dealership is a part of the car buying service. They claim I did not print out a certificate and that disqualifies me from the rate discount, but no one told me I needed a certificate and the dealership did not ask for XXXX. The dealership, XXXX XXXX XXXX, is a USAA dealer and I should get the discount. USAA led me into securing the loan through them with the promise of the rate discount that never happened. I have excellent credit and I lost out on opportunities to seek better financing terms. USAA baited me into the loan under the promise of a lower rate..
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AR
Zip: 727XX
Submitted Via: Web
Date Sent: 2016-03-02
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-01
Issue: Delinquent account
Subissue:
Consumer Complaint: Payments made are put on hold needlessly every time. I am told the " system '' is doing it and there is nothing I can do about it or anyone else. Payments made in cash from USAA banking to USAA credit card should not take up to but not limited to 21 days to be released. This is unacceptable for any company to receive their payments how can it be legal for them to withhold payments on the same token. If I were to withhold my payment I would be subject to a late fee and a interest fee. Yet I have to give you access to my funds for up to but not limited to 21 days. While having XXXX access to funds paid for in cash that have been received. I have been told this is due to my account being late in the past I am willing to accept this. I am willing to pay my balance off. I am willing to pay more than the balance, if it means I have access to my funds in up too but not limited to 3 days which I am told is the normal hold time. Yet ALL CUSTOMERS ARE SUBJECT TO A PAYMENT HOLD WITHOUT ANY REASON. I call to ask about when my funds will be available and I get harassed and discriminated due to my financial history despite offering to pay the balance in full or in any accommodating payment schedule. I am trying to pay USAA and I am met with prejudice, harassment, and discrimination. I am trying to pay my USAA insurance with my USAA credit card and they are telling me, that is subject to holds as well. I do n't have the option of going into a branch locally here In Oklahoma XXXX. The holds do nothing but make life harder for people who are living paycheck to paycheck and XXXX forbid you are trying to come out of the hole too. Then you are just meet with more discrimination and told well the system discriminates everyone so its ok. Normal working Americans can not get a paycheck on Friday and wait till the next pay check to have access to the first paycheck. After reading several consumer reports reviews I see now the problem is much bigger than me and potentially affecting many customers with USAA I encourage all of you to come forth and write about your experiences. What is happening is not right. How can working families pay their credit card payments and other bills while subject to holds that last on a regular basis XXXX21 days. If USAA can not offer a way to make a direct payment to them without holds this needs to be fully disclosed before signing agreements. I doubt this is clear to anyone that signs the credit card agreement. I will gladly pay off the remaining balance and never look back after reading other peoples accounts of USAA handling business. I now see the monster I have agreed keep my hard earned money with. I will be making arrangements to work with a local credit union, I can not believe this is acceptable in todays day and age. I know USAA had an issue with fraud in 2015 and prior its not my fault they did not have practices in place to protect them or their customers and I am done paying for the mistakes of my past and refuse to pay for the mistakes of USAA. This is disrespectful to me as a citizen that has never tried to defraud USAA to subject me to the same actions of Identity Fraud and credit card thieves. I will gladly pay triple my interest rate to deal with a company that can do business with full discloser and respect. Not to mention you guys have put my fico score through XXXX because of your inability to receive payments in a timely fashion. For example my first premier credit card is able to do all the things you are not and is not destroying my credit. It is the decision of USAA to do business this way and not industry standard.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OK
Zip: 731XX
Submitted Via: Web
Date Sent: 2016-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No