Date Received: 2016-02-01
Issue: Customer service / Customer relations
Subissue:
Consumer Complaint: Recently, I filed a dispute with XXXX in regards to my XXXX XXXX XXXX credit card. XXXX was reporting the account on my credit bureau twice and had an incorrect balance ( {$14000.00} ). On XXXX/XXXX/XXXX XXXX sent an update to the bureau 's that removed XXXX of the duplicate accounts from my credit file, however the failed to update the correct balance and payment history on my account, but put that the updated information was as of XXXX/XXXX/XXXX making it appear to other creditors that I had not made a payment on my account since XXXX of XXXX resulting in my account being 4 months past due. This caused another lender to significantly reduce my credit line less then 48 hours after the update XXXX sent to the bureaus. I called XXXX to get this resolved, I spoke with XXXX representatives from the XXXX XXXX XXXX ( XXXX XXXX XXXX ). Both informed me that I needed to fill out there disputes form and mail it in with a complete copy of my credit report. I informed them that I have already filed the dispute with the credit bureau directly and that under the fair credit report act / FACT ACT I have met my regulatory requirement in filing the dispute and that I do not have access to a printer. In order for me to complete there form and send them my report I would have to travel XXXX minutes to the nearest FedEx to print the form and report which is XXXX pages long which would cost me near {$10.00} in just printing charges and then additional charges to ship it, not to mention the XXXX hours I have now spent on the phone trying to get this resolved and an additional XXXX minutes each way just to the store. This is highly unacceptable. I have met my legal requirement to get this matter resolved. I scanned into there system the paperwork and evidence that they require for resolution which is above and beyond the legal requirement to get this corrected. They have caused adverse action to be taken against me within XXXX hours of there mistake and could cause additional adverse action to be taken that XXXX not be reversible. I am already being told that additional inquiries will be necessary in order to reverse the adverse action once the correction has been made by XXXX which will further deteriorate my credit score. XXXX made not XXXX but XXXX mistakes, and after following the proper legal course of action they do not wish to own up to there mistake and fix it with out causing additional delays and potential damage to me. No other financial institution has this requirement, it is not a requirement mandated by any law. They need to fix there broken process and correct there error immediately.
Company Response: Company believes complaint is the result of an isolated error
State: WI
Zip: 53143
Submitted Via: Web
Date Sent: 2016-02-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-02-01
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: On XXXX/XXXX/15, while trying to use my local bank debit card, I discovered my local bank account had been overdrawn by transfers requested by my USAA accounts. I have the accounts linked to ease in transfer monies to pay insurance etc at USAA. When I called USAA the next morning ( they were closed the previous evening and fraud unit is not accessable directly ) I had to wait on hold over two hours. I was then told that I had no worries, that I was covered by FDIC?? and it would be straightened out Monday because fraud dept doesnt work on weekends ( not true I found out later ). In the course of that day and the coming weeks I talked to them many times remaining on hold for extroidanary long hold times yet they continued to tell me they had no data breach and no extra fraud activity. In the course of various conversations I got bits and pieces of what went on. Through their app someone using an I phone ( we dont have ) using and ip address in XXXX logged on to my accounts with a pin ( i have only phone with app and no one knows my pin including my wife ) and requested tranfers and then using same app used a program called SEND MONEY ( I have never activated or used this portion of the app ) and sent the money to themselves. Pay Pal administers this program for them. During the course of one of the phone conversations i got the transaction numbers and called Pay Pal directly and they tried to look up numbers and told me they felt it was an " inside '' job. An IT director and a big health concern by XXXX who was using the same security program that found the OPM breach told me that his system had flagged XXXX " spear phishing '' emails involving USAA and it indicated to him that there was a vulnerability. I was locked out of my accounts and login so the only way I got any of this was through bits and pieces from various workers. I was then told at one point it was found that I was part of a scam and they were exercising their right to not do business with me. The first time I was told this, it almost sounded like I should expect the police at my door. I asked to speak to a manager and was denied every time to any access to anyone higher than a " team leader '' on duty. The fraud dept called and left a message to call but no extension number. I was told on the message just to call main number and I would be directed to them. Not true, as a matter of fact I think I got the car loan dept. Their phone system is atrocious with many hours wasted on hold only to be at wrong dept and then back on hold to be at wrong dept again and then on hold ... .... I finally went to their office in XXXX and still was not allowed to talk to management although they did set up a video conference with a nice young man who helped me contact fraud dept ( no video there ) where they agreed to do another review and they would call me in a week. They never did and when I called they told me same finding. To sum up I have been treated horribly, never told how they arrived at their conclusion despite of repeated request for info. All info points to an inside job ( pay pal statement, IT director opinion, extremely long hold times indicating high call volume/problems, and now a big security upgrade since my trouble with hold times going down since ), yet they are seeming to blame me and holding me liable for overdraft ( i was able to reverse ACH transfers at my local bank putting it back at USAA ) they are threatening me with collections credit reporting etc. I seems to me that they are " circling the wagons '' and putting the blame on me. This has caused me great stress ( good for weight loss ) and countless hours. The sad part is, if they had jumped on this the minute I reported this, they could have reversed this as Pay Pal hold the money for a few days. while transactions clear, but instead apparently their lack of timeliness is my fault. I have not gotten any written info except XXXX 's
Company Response: Company believes complaint is the result of an isolated error
State: MN
Zip: 56560
Submitted Via: Web
Date Sent: 2016-02-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-02-01
Issue: Making/receiving payments, sending money
Subissue:
Consumer Complaint: On or about XXXX XXXX, 2014, my primary checking account with another banking institution was compromised. My checking account with XXXX XXXX XXXX XXXX was the primary linked account used to submit payments to USAA Credit Card services. I was then issued a new checking account number for security reasons. On or about XXXX XXXX, 2014, I updated USAA.com with the new checking account number while paying my current USAA credit card bill. At that time I was unaware that USAA.com failed to update my linked checking account number to the newly issued account number. The following month I attempted to make a payment in the amount of {$1000.00}. I was under the impression that this payment, like the last, was without issue. Each time that I had submitted the payment via XXXX, it was my understanding that the payment had processed. I was unaware of the error until logging onto USAA.com on third month to pay my USAA credit card bill and seeing a balance that did not match my personal recordkeeping. It was at that point that I realized that USAA.com failed to save my new checking account number issued to me by XXXX XXXX XXXX XXXX, and as a result, failed to process the previous XXXX payment attempts. I contacted USAA to discuss this issue and I had made my way to a senior account manager. This individual and I reviewed all of the relevant facts, including the associated credit card statements, which clearly showed the payment attempts that I had made during each month in question. This USAA representative was more than helpful at the time and I was told that this error would be " quite easy '' to have resolved. I followed the instructions given to me by that account representative exactly. I mailed in the " USAA Credit Dispute Form '' along with all of the documentation the USAA representative had identified was required. To my surprise, the response to my dispute was not the expected details of dispute resolution, but rather, I received a general letter stating that USAA had done an investigation and found that it is reporting events accurately. I take issue with USAA responding to the formal dispute with a general letter that failed to provide any reference to my particular issue, and furthermore, I find it appalling that my conversation with a senior account representative would be in direct contradiction to the final determination. I challenge USAA to conduct a proper review of my dispute. I am positive that if a proper review is conducted, and all relevant information is taken into account, USAA will recognize my dispute as valid and move quickly to clear it 's adverse credit reporting. I would like to remind USAA personnel addressing this complaint that all relevant information was previously submitted with the original dispute, and can also be found in the Online Banking records. I am hopeful that this complaint will convince USAA to do the right thing and conduct a proper review of my dispute, thereby avoiding the need for further escalation.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 895XX
Submitted Via: Web
Date Sent: 2016-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-01-31
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I opened a youth savings and checking account for my son with USAA Federal Savings Bank a few years ago. When he turned XXXX he became the primary on the accounts. He saw unauthorized transactions on the accounts on XXXX XXXX, at which time he also discovered his debit card and driver 's license were stolen. He reported the unauthorized activity to the bank the same day and they stated they would forward this information to the fraud department to investigate and get back to him. Someone mobile deposited XXXX checks in the amount of {$4500.00} each and what looks like an electronic deposit of {$2900.00} to his account and immediately withdrew {$90000.00}. He is a student so this activity should have been a red flag for the bank. We asked why someone was allowed to deposit XXXX checks via mobile phone and withdraw them without a hold of 5-7 days. The representative said she was only taking the report and we could speak to someone in another department regarding that. Once the report was completed she transferred us to another department and we were never given a clear answer why something like this was not caught sooner by the bank and the account put on hold until resolved. Instead, my son never received a return call, he called them and was told he was being held responsible and they no longer wanted to do business with him. They gave him no reason or supporting information on what they found during their investigation. He requested this information and was sent from department to department until he was frustrated and hung up. He sent written requests asking for their findings after the investigation and they never responded. Instead, the following day after they received the second set of written requests, they closed his account. This was just very unexpected from USAA because I have been a loyal customer for over 20 years and they have always provided the best customer service. In this instance, it seems like they allowed suspicious transactions that should have been flagged to proceed and now they are holding my son and now me ( because they have added my name back to all correspondence ) now that they have " determined '' these were not unauthorized transactions. Yet, how did they come to this conclusion, did they determine who uploaded the mobile checks?, do they have ATM footage of the person ( s ) who withdrew the funds?, etc. The withdrawals were in {$400.00} - {$500.00} increments so they should have ATM footage. Did they check the XXXX XXXX to see if they have footage of the first unauthorized transaction listed as a debit or credit card transaction? All around us people are gaining access to consumer information fraudulently ( health records, retailers, banks, etc. ) and identity theft is becoming more widespread, what is a consumer to do? My son did what he was supposed to do, report the activity as soon as he saw it. We expected the bank to properly investigate this matter and resolve it. They state they investigated the matter and found the transactions were not fraudulent. We are saying the transactions were fraudulent and want the bank to supply my son with their findings so we can properly resolve this matter. At this point, we are being told they investigated the matter but they will not supply us with proof of this after multiple requests. They took my name off of correspondence when my son turned XXXX but now my name has been added back to correspondence since they deem the transactions our responsibility stating they XXXX report both of us to the credit reporting agencies. How can a banking institution be allowed to do this without providing supporting documentation of their findings? They did n't do their job by stopping the fraudulent transactions in a timely manner so now they blame the victims and we have no recourse? Consumers have rights victims of identity theft should not be treated like this.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60544
Submitted Via: Web
Date Sent: 2016-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-01-30
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: Since XXXX 2015, I have been suffering financial hardship resulting from a severe medical condition. Because I have a past due balance on a closed credit card account with USAA Federal Saving Bank ( FSB ), USAA FSB has restricted access to all my accounts ( i.e., banking, credit card, and insurance ) online. I have not been able to get any of my statements electronically since XXXX 2015. Neither can I make any payments. Despite this, USAA FSB continues to send me email notifications that my account statements are available online and does not mail me any statements. When I called USAA FSB to request my deposit account statements, I was told I would have to pay a fee of {$10.00} for each statement. The representative agreed to mail the XXXX 2015 bank statements for my XXXX deposit accounts and waived the fee, but told me I would have to call back Monday for the XXXX statements. How am I supposed to monitor my bank account activity or know how much I owe or even determine how much I might be able to pay USAA FSB if I do not receive my statements? I am attaching a copy of emails, along with screenshots of my attempts to log in to get the account statements.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 206XX
Submitted Via: Web
Date Sent: 2016-01-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-01-29
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I opened a checking account with USAA to which I set up direct biweekly deposits in the amount of {$100.00} each. My wife was a joint account holder on the account. This account served as a " sinking fund '' into which I put money aside ; there were no withdrawals, and so I did check the account balance until I was sure that a few direct deposits had been made. When I checked the balance, I discovered XXXX withdrawals totaling {$170.00} which I had not made. I knew that my wife, the joint account holder had not made these withdrawals. USAA 's customer service rep told me the funds had been withdrawn by the bank itself ( i.e. " set off '' ) pertaining to an account held by my wife PRIOR to our marriage. Thus, USAA wrongfully set off the funds for a debt that was not legally mine because that debt arose prior to my marriage and can not legally be attached to me. Further, I do not live in a community property state.
Company Response: Company believes complaint is the result of an isolated error
State: AL
Zip: 35806
Submitted Via: Web
Date Sent: 2016-01-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-01-28
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: My bank changed policies with out prior notification in how deposits would be handled. I contacted the financial institution and was promised up and down that I would have access to the money that was deposited. After speaking with XXXX different reps and one of those included a senior executive XXXX supervisor all the information was different and still no resolve. With the senior rep the conversation came to a point where she said that they do n't care and are not able to help or willing to help. When the conversation became heated she hung up the phone. Now I like like to point out that rather then her trying to resolve the situation and giving viable information she escalated the call and then disconnected it. I requested for a manager call back and they called but urging the time frame that I spacifically told them I would not be available. Then the manager left voicemail statement my that I could call them back and deal with the resolutions department. Not what I was looking for.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78745
Submitted Via: Web
Date Sent: 2016-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-01-28
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I contacted my bank, USAA Federal Savings Bank, on or about XXXX XXXX, 2015, and asked how to obtain copies of checks that were deposited in my checking account over two years because they were not online. I asked the USAA representative if there would be a fee associated with the research. The USAA representative initially said it would cost {$5.00}, but said he would check with his supervisor. When he came back on phone, he said that there was no cost associated with getting the deposits. I told him that I wanted to go ahead and order the the information and hung up the phone. When I went online to check my checking account yesterday, I noticed that USAA deducted about {$160.00} from my checking account. When I called USAA to complain that the USAA representative told me that there was no fee and I had not authorized the fee, they refused to give me the {$160.00} back. They said that I agreed to pay for photocopies in the fine print of my checking agreement. I told them that the USAA representative told me that there was no fee, and I did not authorize them to charge me {$160.00}. Furthermore, I have not received any photocopies. I should not have to pay this {$160.00} fee since I was told that there was no fee to get online copies of my deposits ; I did not authorize the fee ; and I never actually received any photocopies of my deposits.
Company Response: Company believes complaint is the result of an isolated error
State: DC
Zip: 20011
Submitted Via: Web
Date Sent: 2016-01-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-01-26
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: Circumstances of my life changed and I can not currently pay any of the debt on my USAA credit card for a number of reasons : I have had the same XXXX for 18 years and we tenuously made things work, by agreeing as to who pays for what. When my landlord gave a 60 day rent increase notice, XX/XX/XXXX, XXXX had a XXXX and is temporarily staying with relatives in XXXX. Her relatives are helping and XXXX can still split the expenses with me until XX/XX/XXXX, and if I do n't find another professional job, before XX/XX/XXXX I will have to move to a cheaper cost of living area. On XXXX XXXX, XXXX, I also underwent XXXX, to save my life. XXXX. My circumstances are just information, part of which I gave to USAA and not to give a SOB story. USAA said that they would not renew my credit card, even after I am able to pay back my debt to them. I had previously let USAA know that I am judgment proof, except for Federal debts. I am currently living on a combined military and XXXX pension and have XXXX XXXX car. I had also previously promised that when I get another professional job, I will take care of my credit card obligation, with USAA. Today, XXXX XXXX, XXXX, I received another one of repeated calls from the USAA credit department on XXXX. In order to " get me verified '', the caller wanted to know everything about the XXXX cars I have insured with them, as well as my social security number, etc. These are things that the department of USAA which insures me already has on file. I hope that USAA is not planning to try to seize our cars, that a third contracting party claiming to be USAA, without my knowledge, wants the information that USAA already knows, for that purpose.. I asked USAA or the anonymous third party claiming to be USAA, once again, to cease calling and told them that if they want to sue me, then that is their option. The estimated amount of the debt is {$4000.00}. I can not stop them from tacking on late charges and other fees, so I hope that I wo n't end up legally owing them a much higher sum of money and that, it can be negotiated when I am able to repay this obligation. My member number with USAA is XXXX. You may choose to omit this information, if you choose to publish this complaint.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2016-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-01-26
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: We applied for a refinance with cash out from USAA mortgage. I am a 24 year Veteran and assumed USAA was true to its word about working with Military members and families. This turned out not to be the case whatsoever. We prequalified for the refinance and cash out value. Our processor said there should be no problem based on all our information : FICO score, small debt, very good income and equity in the house based on appraisal they received. However, they continued to ask for information they already received, and it got harder and harder to get correct information from them. Could n't get in touch with our processor many times. Phone messages went unreturned. She started giving us excuses that it was stuck here or there. They started playing games with us. Then, she told us it finally went to Title, but then when it was taking weeks and weeks, we wanted an explanation and she said the Title Company could n't find the information they needed on our county assessors website, which by the way, had been sitting on that site for weeks, so they told an outright lie. They sent us the Closing Disclosure with a closing date and a disbursement date. Then a closing document was sent to us with everything laid out for us to see, and the final papers would be sent after we reviewed everything with them. We called our processor and told her we received that document. She seemed stunned and told us to disregard that document and not to contact the name of the person who sent it. More weeks of stalling went by, when we finally called and told them WE WERE CANCELLING THE ENTIRE thing. We pulled out to go with a more reputable, trustworthy company. About a week and a half later, we received a Notice of Action Taken letter from them, informing us that they denied our refinance request based on " Value or type of collateral not sufficient. '' That document was altered from the one they originally sent us in the beginning, because we had to change the amount of the refinance from {$280000.00} to {$270000.00}, for which they said they would refinance us. This is such a joke! They did not deny us! We pulled out on them because of their unprofessionalism, their lying and their unscrupulous business tactics! If anyone wants to go on their website and look at all the complaints as well as other complaint sites regarding USAA, you will see the enormity of their problems which they are unwilling to address or fix. All this at the expense of Military members, XXXX XXXX and retired, that have already been through enough, then receive treatment like this from a company that puts themselves out there as some wonderful entity there for the Military. That is an inexcusable ploy and marketing tool to use, based on what is really going on. Do n't believe me? Read ALL the complaints! My complaint is completely true and would be willing to back it up with a polygraph. We request them to change the notice listed on your form, because it is a lie! and they will be responsible for any damage to our credit or financial dealings.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89117
Submitted Via: Web
Date Sent: 2016-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No