Date Received: 2016-01-23
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: I 'm a first time home buyer looking at financial institutions for potential loans. I have accounts at various places to include USAA. I was looking at potentially applying for a home loan with USAA and they ran my credit without my approval. I ended up going with another bank. I approved the other bank to run my credit but not USAA. Just because I have accounts with one company does n't give them the right to run my credit, or does it?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 553XX
Submitted Via: Web
Date Sent: 2016-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-01-21
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: Good Morning, Last Saturday, XXXX XXXX, XXXX, while I was out with my friends I tried accessing my account through my phone, but I was denied. When I came home, I called the after hours and the representative told me that she ca n't do anything since the hold is for security and fraud. I told her that in the past i used to get a text showing what charges what made to the account and for me to verified by clicking " OK ''. She told me that all my account is on hold that I would have to wait until the next business days to talk to the checking account department ( this means I have to wait until Tuesday since Monday was XXXX holiday ). Frustrated, I ask to talk to the supervisor which she took my number to give for a call back. I did n't get any call back. In fact, I got irritated when she started changing the tone of her voice in the process. Since I did n't get any phone call from the call back, I called the next day ( Sunday ) to see if I can talk to the credit card department. I was desperate to find out what was wrong of my account. Why is it that my entire account was on hold, including my kids accounts, which one of them are away in college and depend on his debit card. While waiting for the credit card representative to answer, i was asked if i could do the survey, which i did! For some reason the survey started for me to do. Since I did n't get any of the credit card representatives online, my answers to the survey were all " XXXX ''. A few minutes later, a gentlemen called me asking how he can help me. He is from the credit card department and wondering why my answers to the survey were " XXXX ''. I told him that I did n't get anyone online and the questions are all about the representative that supposedly helping me. I told him that i needed to talk to someone at the accounts department regarding a hold of my account. He also mentioned that my account is blocked, but I should be able to use my credit card, which the other after hour representative did n't mention ( a little relief since I do n't have any other account and credit from another institutions ). He transferred me to the accounts department and a pleasant and patient lady answered. She mentioned that the hold is from the security department for security review. She was very patient and listened to my frustration. I did n't understand why my entire accounts was on hold and i had no access to my funds for food or gas. On top of it, i was n't told until Sunday afternoon that my USAA credit card is available. I did n't bother to check if I have access to my credit card since my entire USAA account was on hold for security review. Monday, XXXX XXXX, 2016, I called and inquire about the hold. I was transferred to a someone and she explained to me that my account is security review for 48 business hours. She also mentioned that it was in the disclosures that they provided to the members when we open the accounts. The problem i have with this hold is why would you hold the account for review on a weekend when you know that there is no one working at the security department for review in the weekend? I needed to put gas in my car and my son uses his debit card for food while in campus. The bank left me hanging without any cash for food and gas this past weekend and the after hour representative did n't bother to tell me that i still have access to my credit cards and did n't bother to transfer me to the accounts department ( after hours ) to give me some kind of explanation of why my entire account was on hold. I apologize for the lengthy message, but it has been a long and frustrating weekend for me not being able to access my account. I have to tell my son to borrow money from his friends for food since his debit card was also frozen.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85339
Submitted Via: Web
Date Sent: 2016-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-01-21
Issue: Identity theft / Fraud / Embezzlement
Subissue:
Consumer Complaint: I recently obtained my XXXX credit bureau reports and was shocked to find an account on there that is in my name under USAA Savings bank. It is fraudulent. It is not and has never been my account. The address listed on this account was never my address. I did not open this account. I demanded immediately all proof that USAA is providing to the XXXX credit reporting agencies to " verify '' this account. Was this opened online or at a branch? Do you have a copy of the original agreement? Was a drivers license used in obtaining the original account when it was opened? Do you have a copy of the original contractual agreement? USAA has refused to verify this account and continues to disregard multiple inquires XXXX on the phone and through the mail.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91607
Submitted Via: Web
Date Sent: 2016-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-01-20
Issue: Improper contact or sharing of info
Subissue: Contacted employer after asked not to
Consumer Complaint: USAA Credit Card Services notified my employer of 19 years, who as a result of the debt took legal action against me, terminating my employment. USAA Credit Card Services, made no attempt to contact me directly, before disclosing the debt to my employer, nor did they follow procedures to provide me the opportunity to validate the debt, before sensitive information was disclosed to my employer.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75035
Submitted Via: Web
Date Sent: 2016-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-01-19
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: Repeatedly calling after being told not to on a recorded line.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NH
Zip: 03820
Submitted Via: Web
Date Sent: 2016-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-01-19
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: We applied for a mortgage with USAA. They repeatedly lost documents we sent to them. They sent us confusing and conflicting requests. For example instead of saying 'can we have a lease agreement for your rent ', they asked us for bank statements, then those bank statements were n't good enough, then they asked for a letter from the landlord, not good enough and so on. This happened with pretty much every bit of requested information. Their 'notice of incomplete application ' was inaccurate as it included many of the things we already sent. We would try and call 20+times a day and got no answer. They could n't read XXXX orders ( despite being a bank for service people ), they could n't read the condo pack that contained the flood insurance and instead claimed we failed to purchase it. As the Power of Attorney for my fiance as he is at sea and has sporadic internet connectivity I was not contacted ( despite chasing the application up for weeks ) until 5 days before the notice of action was due to expire. I asked for management to contact me, they refused. I reported it to Social Media, who apparently escalated the complaint but it was ignored. Finally I got in touch with a wonderful man who processed my complaint and also went through my application and realised that we had everything that was being asked for ( most of it was forwraded again as they had previously been sent but misplaces, misfiled or misread by the processors ). It was the last day to get everything signed off before the application would be closed. The manager of the processing team assured this agent that she would call me. She then messaged him to say she would in the morning and would deal with the outstanding documents. Instead of doing this she proceeded to close the application. We are already a week over out closing date and now are likely to be up to 45 days over again as we reapply, possibly again with garbled explanations of what is required, poor communication, lost documents and issues with us being overseas ( something that would n't have been a problem had they processed things properly. We have been thoroughly mistreated and as a result not only face stress and financial hardship but will potentially lose our earnest money and even our home, thanks to their handling of this matter.
Company Response: Company believes complaint is the result of an isolated error
State: VA
Zip: 233XX
Submitted Via: Web
Date Sent: 2016-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-01-16
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I deposited a check into a XXXX Atm. For the last two days when I logged in the hole was scheduled to release on XX/XX/XXXX. On XX/XX/XXXX, XXXX changed the hold to XX/XX/XXXX. When I called to find out why a Sr.Rep lied and said the check would n't clear until XX/XX/XXXX. The check is from an employer insurance plan and I had already spoke to them and thy said there was no issue with the check. The rep lied to justify changing the hold date of funds.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80015
Submitted Via: Web
Date Sent: 2016-01-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-01-15
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I called the bank. They told me I had fraud on my account, so they locked me out. I can not access my account funds to pay my Bills ( I even asked if I could just close the account ). Now every time I call they want to over authenticate me. I have told them that I would get on skype with them and show them my face and my ID ( Drivers license ) in person. I do n't trust their authentication methods to begin with because it seems that they failed to protect me when they where suppose to do so.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 980XX
Submitted Via: Web
Date Sent: 2016-01-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-01-15
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: Fraud was reported to my checking account with USAA within 24 hours of it happening on XXXX XXXX, 2015. Failure to respond to this with any adequate security measures, led to XXXX more fraudulent transfers to occur, insufficient fund charges to happen, and returned item fees. When the checking account became overdrawn by {$4900.00}, USAA allowed my " overdraft protection '', linked to my credit card account with them, to make {$5900.00} worth of cash advances to my checking account to pay off these fraudulent transfer of fund. I am now being held liable because I agreed to have the USAA Credit Card be my overdraft protection and because I stated that I may have been a victim of identity theft or an email phishing scam, they are making me liable. I believe there was a very convenient reason that they made this land on my credit card, instead of leaving this with the checking department to be resolved and disputed.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: NJ
Zip: 08873
Submitted Via: Web
Date Sent: 2016-01-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-01-14
Issue: Other
Subissue:
Consumer Complaint: XXXX is reporting my XXXX on my credit report twice. I disputed the duplicate information on my XXXX credit report and it was verified as having XXXX accounts. I only have XXXX and this information needs to be updated because it is negatively impacting my credit score.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: VA
Zip: 22030
Submitted Via: Web
Date Sent: 2016-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No