Date Received: 2015-11-30
Issue: Billing disputes
Subissue:
Consumer Complaint: After dealing with USAA and being told that they would not update my credit because a payment had not been made I got the answer I was looking for. USAA acknowledged they were wrong and sent a letter to the credit reporting agencies on XX/XX/XXXX that they need to correct what was reported. USAA claims they removed the late fees attached onto the account. I asked that they credit the payment that should have been made in XX/XX/XXXX of {$80.00} and for the XX/XX/XXXX payment of XXXX. They are refusing to give credit of the {$80.00} or {$44.00} as they are claiming they did not get a payment from me, even though I authorized both payments to come out and their representative did not set up the payments. They acknowledged to me in a letter XX/XX/XXXX that I did have a payment set up to come out XXXX which led me to believe I in fact had the first payment go through. No one at USAA can tell me why I was never called after my first payment did n't go through as the account was behind before the payment was set up with XXXX from their member debt solutions team. I then received a letter on XX/XX/XXXX stating that I was behind and needed to make a payment. When asked why I was never notified they could not respond. When asked why they could n't credit the account they said because they never got the payment ... even though there is a letter stating otherwise and that payments were set up. I told usaa and offered to pay the balance in full if they credited the XXXX and the XXXX to my account and that that remaining balance could be and would be paid off in full. This company is turning away my money and still holding my credit hostage.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 140XX
Submitted Via: Web
Date Sent: 2015-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-11-29
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: My father and I both have been members of USAA, for over 25 years. Approx.. 2 years ago my father recognized his inability to care for himself and manage his responsibilities and chose to come live with me. In exchange for his living with me and my providing full-time care, we agreed to live off his retirement. I was made his power of attorney and also the executor of his estate. My father 's XXXX became progressively worse. His XXXX became prominent. In mid XXXX ( 2015 ), while attending to his bills by phone with USAA, they told me that he had " revoked '' the POA. My father never informed anyone of this. Unfortunately, XXXX XXXX, 2015, my father passed away. I do know that my father 's attorney stated that he could not make any changes to POA, as my father was now out of state. And, POA 's need to be changed through an attorney, witnessed. A USAA representative, XXXX XXXX, claims that he could and he did accept my father 's request to revoke the POA over the phone. XXXX XXXX also claims that my father informed him that he was not responsible for any debt in his name, and that I had created his debt without his permission and was using his credit cards without his permission. None of this is true. Without ever contacting me in regards to any of this, USAA, began closing my accounts. I was initially told by XXXX XXXX, that if someone could corroborate my claims, things could be reversed. My brother, did speak with XXXX XXXX, but nothing changed. Then XXXX XXXX, assured me a letter from my father 's physician would reverse the actions. XXXX XXXX, and USAA have been provided such a letter. They do not confirm receiving the letter much less take any action regarding repairing the damage. They refuse to discuss anything with me. I live out of country at this time, and I have no way to open new accounts else where, for banking, insurance, investments, etc. Not to mention all of my bills are now behind, and considered past due. I am sickened by all this, not to mention it is in the middle of mourning the death of my father. I have been a good standing member of USAA for over 25 years, and now this. Please Help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 782XX
Submitted Via: Web
Date Sent: 2015-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-11-28
Issue: Other
Subissue:
Consumer Complaint: I opened the Secured Platinum Visa with USAA in XXXX 2015. This credit card was secured with the purchase of a {$1500.00} 2-year CD issued by USAA. I made a payment of {$1000.00} XX/XX/XXXX with no issues. I made a second payment of {$500.00}, which bounced. I was not informed of the payment being returned. When I became aware of the bounced payment, I noticed ( to my horror ) that the payment had been taken from a XXXX XXXX account that I had had to close due to fraudulent activity. I logged in to my USAA account and verified that in the drop down box that while the name of the account read " family XXXX '' the bank account information had defaulted back to the old bank account number. I re-added the new XXXX bank account information on XX/XX/XXXX and using the new XXXX bank account information, I made a payment of {$800.00}. Which bounced. Again, USAA had attempted to take money from the old bank account even though I had updated my bank account information. I spoke with a USAA agent who informed me they had fixed the problem. I made a payment of {$500.00} ... and, you guessed it, it bounced. I believe that as a result of these errors, my payments are now being frozen for EIGHT DAYS. While I appreciate the sentiment that my payments may be suspect, I also believe firmly that the errors lie on the plate of USAA, not me. I went through the mechanics of verifying an outside bank account, per their recommendation, only to have payments bounce again. To add insult to injury, I was charged a bounced payment fee, which put the account over the credit limit, which was reported to credit agencies, which knocked XXXX points of my credit score. So now, every time I make a payment, USAA is " holding '' the payment for EIGHT DAYS ... rendering the card useless. I made three payments successfully in XX/XX/XXXX and yet was unable to use the card from XX/XX/XXXX XXXX through XX/XX/XXXX XXXX. The eight day hold is in violation of the stated terms of the account which says : " payments much be made in US dollars and draw on funds on deposit at financial institutions insured by the FDIC. Payments received by XXXX central time will be credited as of the same day if the payment is in US dollars. " Repeated phone calls to USAA have only muddied the waters. The reps have stated that my payments of {$150.00} and {$300.00} were " too small to count. '' One rep said that if I made a " serious payment '' of {$900.00} that the freezing-of-payment would stop. When I made a {$900.00} payment on XX/XX/XXXX XXXX, that payment was frozen until XX/XX/XXXX XXXX. While I did receive an email and phone call from XXXX in the office of the USAA president expressing her desire to resolve this situation, I have been unable to speak with her due to both time zone issues ( they are based in XXXX XXXX ) and my current work schedule at XXXX. It has been a consumer nightmare, frankly. Perhaps it is my XXXX background at play, but I am also most fascinated with the underlying balance sheet aspect of this issue. For over one week, that {$900.00} payment was in limbo. I was n't allowed to use it ( since the card was frozen ), so the {$900.00} was n't in my possession. Does that mean, then, that USAA can utilize that {$900.00} to their benefit while it is in limbo? If so, then how does that go on their balance sheet? Just curious. I am attaching a copy of my account statement that shows the problem in black and white. As of XXXX/XXXX/2015, USAA shows, on a statement, that I have a balance of {$83.00}, available credit of {$1300.00}. And yet, in reality, I was unable to use my card until XX/XX/XXXX. At the end of the day, though, USAA is in violation of the terms of this credit card and their bald, repeated refusals to explain to me why that is and how much longer they plan on keeping up this violation ... their refusal to provide clarity is both frustrating and bordering on malicious.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98006
Submitted Via: Web
Date Sent: 2015-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-11-25
Issue: Other
Subissue:
Consumer Complaint: Please see related CFPB complaints Case number : XXXX & Case number : XXXXXXXXI got a voicemail from USAA today and I 'm extremely disturbed by their handling of this matter after I contacted them back. Please refer to the attached sound bites.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 91335
Submitted Via: Web
Date Sent: 2015-11-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-11-25
Issue: Credit card protection / Debt protection
Subissue:
Consumer Complaint: USAA Bank located at XXXX XXXX XXXX in XXXX XXXX, Texas XXXX place fales and negative information on all XXXX credit bureaus. I proved to them that I was a victim of identify theft with copies of the IRS, FBI and Police report that some unauthorized person used my credit card without my permission. I paid what was mine portion and received a letter from their collection agency XXXX which states. This Account has been settled in full ''. They still refuse to comply with FCRA rules and ignore all communication. this is destroying my pesonal credit and I need your help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 906XX
Submitted Via: Web
Date Sent: 2015-11-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-11-25
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: We began a home mortgage application with USAA Federal Savings Bank on XXXX XXXX, 2015. We were speaking with XXXX XXXX ( NMLS ID XXXX ). After going through all of the information, we came to the point where we were going to lock in a rate. The rate she gave us was very good ( 3.625 % with 0.5 points ). There was another rate quoted with 3.875 % and 0.125 discount points, but we " LOCKED IN '' with the first rate. We even asked her if the rate was good because of our good credit. She said " yes. '' Two days later we got the written paper work, which had our correct interest rate, but now had 2.375 discount points! A cost difference of {$4800.00}! USAA says there is nothing they can do. The agent must have made a mistake. But, we feel they should honor the original rate or credit us {$4800.00}. Because of the rate we locked in, we did not shop around to other banks and we lost XXXX business days to do so. Meanwhile rates have increased. This is a bait and switch. It should be illegal. When I LOCK a rate, I should get the rate that I LOCKED. Not a different rate that I find out about 2 days later.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 971XX
Submitted Via: Web
Date Sent: 2015-11-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-11-25
Issue: Closing/Cancelling account
Subissue:
Consumer Complaint: I was issued a USAA credit card without requesting one. Now it is on my credit report. I call USAA to ask them to close and tell them that I did not open the account. I was put on hold and transferred 3 times. I finally had to hang up and try calling back. The Fraud Detection line, answered XXXX, said the wait time was XXXX hours. So I ca n't even find out how the account was opened or have them close it. The XXXX people I talked to said that they did n't have the authority to close the account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75002
Submitted Via: Web
Date Sent: 2015-11-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-11-21
Issue: Credit determination
Subissue:
Consumer Complaint: Please see related CFPB complaints Case number : XXXX ( also attached ) I have received XXXX different verbal answers by USAA reps via recorded line, and now XXXX different decision letters from USAA bank all within the same week. This recent letter seems rather vague and ambiguous. I fear there may be some issues here incuding, but not limited to Truth in Lending Act. Furthermore my original complaint was based upon double inquires on my equifax credit report by USAA and the way that I was lied to by USAA stating that it would not affect my credit as long as they were running my credit within a 48 hour window of the first app. Not the case, credit has been lowered because of this too. There is something very wrong going on here with USAA. cc : XXXX XXXX XXXX XXXX. Consumer Protection Attorney XXXX XXXX XXXX # XXXX, XXXX XXXX, CA XXXXcc : Office of the Comptroller of the Currency ( OCC ) XXXX XXXX XXXX XXXX, XXXX, XXXX XXXX
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 91335
Submitted Via: Web
Date Sent: 2015-11-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-11-21
Issue: Unsolicited issuance of credit card
Subissue:
Consumer Complaint: USAA F.S.B ( XXXX : XXXX ) About 6 weeks ago, I applied for a credit card with USAA F.S.B by phone. I specifically instructed the representative that we wanted the Cashback rewards plus XXXX XXXX card -- we specifically told the representative that we wanted the card that offered 5 % cash back for military purchases. We were approved, but a few days later found out that the representative had accidentally submitted our application for a different credit card -- the World Mastercard. I have been on the phone with USAA customer service at least 5 times, and we have received no useful information yet. USAA once told me that they had pulled the record of the phone call and the manager was going to review the recording, but we were subsequently informed that USAA was still searching its records for the phone recording. We have never been given a chance to speak with a manager about this issue, and USAA has even stopped calling us to give us updates about our case. The customer service could not be worse, and it appears that after 6 weeks of time to review, USAA has not done anything to rectify their mistake. In short, USAA F.S.B. did not process our application for the credit card that we requested, and they issued us a different credit card that we did not apply for.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20901
Submitted Via: Web
Date Sent: 2015-11-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-11-18
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: Not long ago I signed up for a new bank account -- checking and savings -- with USAA XXXX. I 've had auto insurance with this company since active-duty service XX/XX/1980. I 've also had XXXX secured loans from USAA for about {$2500.00} that I paid back on time. Since opening these bank accounts, USAA has denied me a secured loan, and denied a credit card, also. My XXXX score is right on the line, XXXX, and my history of all mortgage and auto, credit cards payments, is all good for years now. Also, my primary bank XXXX, XXXX XXXX XXXX XXXX, recently approved a {$3000.00} credit increase to my XXXX XXXX Credit Card, based on my credit history with them. So USAA is wrong on this and I want this error in their judgment addressed so that I can justly receive a credit card with USAA. That is fair.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NM
Zip: 87112
Submitted Via: Web
Date Sent: 2015-11-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes