Date Received: 2015-09-18
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I mobile deposited a check that I received to be a mystery shopper into my USAA XXXX account on XXXX XXXX. I called USAA and they assisted me registering for my account. On Saturday, the XXXX my husband contacted USAA and inquired if the check had been deposited and if the funds were available. We were told that they were. At no time we were told that due to being customers that they released the money. On Wednesday the XXXX of XXXX, I checked our checking account on USAA and found that the check was fraudulent and that the money had been withdrawn from our account. We were never called or emailed. After doing research, we discovered that the mystery shopper was a scam and that the Department of Treasury issued an alert to all Banks about this bank and the routing number. We have come to find out that USAA does not protect its consumers against the fraud alerts issued by the Department of Treasury. We asked USAA to take some responsibility for us being out of {$2800.00} and were told that the depository agreement means we are responsible for all money deposited. We called USAA and we thought that we asked all the right questions, but we were never told that the funds were released because we were good customers. I would have waited to see if the check cleared before withdrawing the money. In addition, because we did withdraw a large amount of cash we were never questions. These should have been all red flags to our banking institution.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27518
Submitted Via: Web
Date Sent: 2015-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-09-17
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I have a checking and other accounts with USAA Bank ; much to my surprise and dismay, on Monday, XXXX XXXX, when I logged on to their internet site, I could view my daughter and her husband 's checking account information. Not only could I view their financial information but I could also perform transactions. This breach of security is disappointing in an institution which I had previously trusted. I have attempted to resolve this problem with USAA but have not received a satisfactory explanation or apology.
Company Response: Company believes complaint is the result of an isolated error
State: UT
Zip: 840XX
Submitted Via: Web
Date Sent: 2015-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-09-16
Issue: Taking out the loan or lease
Subissue:
Consumer Complaint: My father filed bankruptcy XX/XX/XXXX. Somehow, I was included from a Auto Loan. The vehicle was traded in by my Dad for a vehicle that was claimed on his bankruptcy. I was unaware that I was on the new auto loan through USAA. I have sent dispute request to remove this off of my credit. However, my father has completed his bankruptcy and received his certificate. Nevertheless, I feel that this is part of the reason USAA has closed my account XX/XX/XXXX and denied me an auto loan.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30034
Submitted Via: Web
Date Sent: 2015-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-09-16
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: I am a current victim of Identity Fraud through use of my USAA internet checking account. I have received over {$46000.00} in banking fees and fraudulent checks and purchases made through debit purchases and funds transfers. I initially received a returned check in the amount of {$4800.00} drawn on XXXX XXXX XXXX in XXXX, payable to my name, and deposited into my bank account. -USAA offers deposit at home for some of their banking members. - This check was clearly deposited at home, and cleared by USAA. Once this check cleared, the individual decided to open numerous accounts in my name and expediting debit cards ( which the XXXX rep informed me of ). I asked for the address the cards were sent to and all she could give me was my address, that seems weird. The cards were activated and the individual immediately proceeded to make purchases. From XX/XX/XXXX-XX/XX/XXXX, about XXXX transactions were made, all in XXXX, and I live in XXXX. Many of the transactions were for the same dollar amounts indicating the same purchases. XXXX transactions at XXXX different XXXX XXXX of which were the same day, XXXX transactions at XXXX on the same day, and the rest of the transactions were debits at XXXX XXXX and XXXX XXXX. I have contacted USAA about this on 3 separate occasions with no resolve. I reached out initially when I received the returned check, informed them of situation, and was advised the account would be closed and I could never open another account. However, the damage was already done. I called again once I received numerous returned NSF statements and banking transactions. I was told someone would follow up with me, about this and advise further. Again no resolve. A month later I received a statement of collection in reference to these accounts. I immediately called USAA again to find out what is going on. What I found out, was : This person open numerous accounts online or on the phone, had each atm debit card was expedited to him, and began immediately transferring money. I spoke with this rep for at least an hour, explaining and going over every single detail. I also requested from her an email to follow up and confirm that conversation, which I have yet to receive. The XXXX most evident things, he has to be familiar with USAA processes to know what to do to open account or how to use deposit at home. I have had my savings account for over a year or so and have NEVER had more than {$100.00} in there, now I am randomly opening accounts and depositing checks. I have NEVER deposited any type of checks with USAA. And I suddenly just randomly open checking account after checking account with no RED flags from the bank. Does not make any sense, but shows the obvious flaws in USAA 's online banking. I decided to drive to the closest physical location which is an hour away. I attempted to speak to someone on person, pretty much received the same response I did on the phone. I was told I will receive a respond in XXXX business days. My next attempt is to seek counseling from an attorney, because USAA is obviously not concerned about resolving this issue.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22407
Submitted Via: Web
Date Sent: 2015-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-09-15
Issue: APR or interest rate
Subissue:
Consumer Complaint: In XXXX my husband received an offer from USAA for 0 % interest for 17 months on balance. We are USAA members -- and have several insurance products through the company -- I was able to join USAA through my husband. I clicked on the link and started to apply. The application did n't state the balance transfer at 0 % so I emailed through our member account and received an email back addressed to me that that was the offer that I had. When I got the card before the balance transfer I called and confirmed over the phone that it was indeed 0 % interest for 17 months. So I did the balance transfer which included a processing fee of XXXX. When I received the bill it had an interest rate of 17.90 percent on balance transfer and a charge of XXXX. Despite confirming in writing and over the phone that that was the offer I had -- USAA now says that the offer was only good for my husband and not me. I plan to transfer the balance out, cancel the card and all other products I have through the company, and had asked for the fee and the interest to be reimbursed. I had only applied for the card for the 0 % interest offer and would like to be reimbursed for the fee and the interest because that is not what I was told via email and phone that I would have for an interest rate. I 've spent several hours on the phone and no one is willing to help me. This is the email I received from them initially confirming the offer : Dear XXXX XXXX, I received your message about an offer that you received, and I will be more than happy to look into this for you. If you accept the credit card, you will get 0.00 % until XX/XX/XXXX on purchases, balance transfers, and convenience checks. Balance Transfers are considered a Cash Advance. Interest Charged on Cash Advances - A cash advance accrues interest from the date the transaction is posted until the date the advance is paid in full. Your first statement shows the posting of the cash advance and the finance charge assessed from the posting date to the statement closing date. Subsequent statements will reflect the finance charge from the statement due date to the date the cash advance is paid in full. Convenience checks, ATM transactions, balance transfers, and overdraft transactions accrue interest daily. Since the interest is 0.00 % until XX/XX/XXXX, you will not have any interest until after that for the remaining balance. Each balance transfer and convenience check has a transaction fee up to 3 %. We value your business and the opportunity to serve all your financial needs. Thank you, XXXX XXXXUSAAUSAA means United Services Automobile Association and its affiliates. Message History Expand/Collapse From : XXXX XXXX XXXX Date/Time : Tue XXXX XXXX XXXX CDT XX/XX/XXXXMessageWe received an email stating we could open a USAA Preferred Cash Rewards World MasterCard credit card and have zero interest on balance transfers until XX/XX/XXXX. However, in the online application it says there is no grace period for balance transfers. We 'd only like to apply if there is no interest on balance transfer for that duration. Is there something else I need to do online to access this offer? XXXX
Company Response: Company believes complaint is the result of an isolated error
State: MA
Zip: 02186
Submitted Via: Web
Date Sent: 2015-09-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-09-11
Issue: APR or interest rate
Subissue:
Consumer Complaint: Last year my husband received orders to move to another state. I decided to use the SCRA and submitted the documentation a few months after moving. USAA, a company dedicated to serving service members " noble mission of service '' refuses to apply the Service member Civil Relief Act to my credit card account because I took my husband 's name off the account my a few months prior to submitting the request. My husband was on the account the entire time the debt of the card was incurred and therefore the debt is jointly ours. We are legal residents Maryland and although Maryland is not a community property state it is an equitable property state. So regardless, we are married, it 's a joint debt. I requested review all the way up to the highest level explaining everything and each time they denied the request to apply the SCRA and reduce our interest rate. Almost a XXXX later, I was told to add my husband back on the account and re-submit the request. The representative told me to do this, but then it was still denied, saying he was added after he went on XXXX. The Servicemember Civil Relief Act 527 section 207 a ( 1 ) of the statue, " An obligation or liability bearing interest at a rate in excess of 6 percent per year that is incurred by a service member, OR the service member and the service member 's spouse jointly. It does not say, with both name on the account at the time of request. All of my other creditors applied the interest rate reduction and most of those, my husband was never on the account. I find this unacceptable and I am certain a case can be made that USAA is in violation and is failing to apply the SCRA in accordance to the statue.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 48187
Submitted Via: Web
Date Sent: 2015-09-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-09-11
Issue: Billing disputes
Subissue:
Consumer Complaint: XXXX XXXX XXXX based in XXXX SC has been making charges on our credit card. We filed a dispute with credit card holder - USAA. Nothing was done.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 24017
Submitted Via: Web
Date Sent: 2015-09-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-09-10
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I have been a member with USAA for over 10 years and have had their checking product for years along with renter 's insurance and a credit card. Recently, after years of being able to transfer funds with immediate credit, they have arbitrarily started imposing an absurd 5-day business day hold on transfers from accounts I 've made for years ( from payment for my job ) while immediately withdrawing the funds from the other account. They offer no justification for this and no answers. It 's obvious this is a scheme to maximize profit from my overdraft credit line in my case and in others to accumulate NSF fees. The customer service can not explain this new arbitrary policy at all and is very rude about it. No other bank does this and when they impose a hold, the policy is fully disclosed and explained. I do n't think a hold policy that is not fully transparent and consistent is in compliance with regulations and can be manipulated and abused at will to increase profits, which is what is being done here. Regardless, transfers should n't take 5 days to complete as the banking system has vastly improved in speed since the XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 46219
Submitted Via: Web
Date Sent: 2015-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-09-10
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: XXXX garnished my account and stated that if I did not pay {$2900.00}, they would keep my account locked. The amount previously stated was more than half of my account. I agreed to pay so that my account could be released and I could use the remainder of my money to buy food and other required things for my children and household. When they garnished my wages, I was unable to pay my rent and bills. My landlord contacted my Commander at my work. Now, I am facing disciplinary actions at my job and possible eviction, as I have been late on my rent before due to financial issues. I was attempting to pay off my debt with XXXX XXXX previously and agreed on a settlement of {$3600.00}. I paid {$1800.00} in XXXX and because of financial hardships was unable to pay the rest. My intentions were to continue paying off my debt once my situation improved. I was going to begin making payments again in XXXX as things were looking better financially. XXXX contacted the finance department to have my wages garnished and sent paper work to my commander about my debt. This caused me undue embarrassment and interfered with my work. They harassed me at work. When I attempted to gain access to my USAA account on XXXX XXXX 2015, it was locked due to a garnishment placed there XXXX. There was a note on my account stating that I should call an Attorney, XXXX XXXX XXXX XXXX XXXX. I contacted him and he stated that he can not release my account until I call the creditor, XXXX and come to some agreement with them about making payments. I called XXXX XXXX XXXX XXXX ) and she told me that I violated the original agreement by not continuing the payment so now I would have to pay half of the original debt ( {$5800.00} ). I told her that I could not afford to do that because I would n't be able to pay my rent and other expenses. She stated that if I did not pay the {$2900.00}, they would continue to hold my account and I would n't have access to it. I felt like I had no other choice. I needed groceries for my household and I had to pay child care and other acute expenses so under duress, I reluctantly agreed to sign a garnishment disposition authorizing the bank to release the money. After paying XXXX the money, my account was released. I did not have enough money after that to pay for all my required living expenses. I could not afford my rent or bills. I used the remainder of the money in my account to purchase needed food, pay for child care and other immediate necessities. Because I did not pay my rent, the landlord went to my Commander and filed a complaint against me for not paying my rent. I have to face possible disciplinary actions at this time and I am under extreme pressures from everyone, due to the domino effect of this garnishment. I am requesting an investigation into this situation as I do not understand how the Soldiers and Sailors act did not protect me and how a lawyer, working for USAA " assisted '' my creditor in getting money from my account by providing them with information about my account and making it easy for them to extort money from me. I am XXXX undergoing immense stress due to this situation. I intend to settle all of my debts. I am a divorced mother of XXXX XXXX XXXX ) and had been experiencing back-to-back financial crisis and this situation set me back even further. I would like to know what my options are in this situation. I believe that the USAA lawyer and the XXXX XXXX representative were both wrong in how my case was handled.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AP
Zip: XXXXX
Submitted Via: Web
Date Sent: 2015-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-09-09
Issue: Billing disputes
Subissue:
Consumer Complaint: Dear Sir or Madam : I am writing to file a complaint against USAA following their handling of a dispute of a billing error in the amount of {$1300.00} XXXX on my USAA XXXX XXXX account. The amount is inaccurate because, while I have never disputed purchasing the items from merchant XXXX XXXX XXXX, I do dispute the amount the merchant charged for the items. My wife and I purchased XXXX gold-plated pendants approximately the size of a dime. The total amount for XXXX pendants was supposed to be approximately {$130.00} XXXX. When we checked our bank statement a few days following the purchase, we noticed that the merchant charged {$1300.00} XXXX for the purchase. USAA emailed us after freezing our account because they noticed suspicious activity that did n't fit our purchasing history. After our account was frozen I immediately reached out to USAA for assistance and asked if we should return the items to avoid any issues. While we were promised a response within 24 hours, we did n't hear back from them. As a result, I looked into the matter on our own and, after further review, I think the salesperson at the checkout counter did n't type in the exchange rate correctly ( I believe she left out a zero ). I think this happened because the woman at the counter was using a calculator to do the math. On XXXX/XXXX/15 XXXX exchange rate was XXXX. I believe the approximate amount of our purchase was supposed to be {$130.00} XXXX. If you do the conversion correctly for {$130.00} XXXX it is : XXXX XXXX x XXXX = {$130.00} XXXX. However, it looks like they left out a zero - XXXX XXXX XXXX x XXXX = {$1300.00} XXXX XXXX. Accordingly, I believe the {$1300.00} XXXX charge is due to this miscalculation ( $ XXXX = XXXX XXXX and XXXX XXXX is the approximate total I remember for these XXXX pieces ). I 've attached a copy of the XXXX exchange rate on XXXX/XXXX/15, as well as a copy of the receipt from this transaction. If one were to examine my credit history, a purchase in the amount of more than {$1300.00} USD is completely out of the ordinary for my jewelry spending as I only spent {$1100.00} XXXX on my wife 's wedding band and would never purchase gold-plated pendants for such an astronomical price. After more than two months of contacting USAA for assistance with this dispute and receiving conflicting information during each conversation ( including contacting USAA while I was XXXX asking if I should return the items to avoid any issues ), USAA has informed me that the charge was valid and only gave me a copy of the receipt from the transaction. USAA never addressed my dispute, which was the amount charged - I told USAA that I did purchase jewelry from this merchant and am happy to pay the correct amount, but that the amount the merchant charged is incorrect. Furthermore, the receipt does n't indicate the XXXX equivalent and the merchant never offered to provide the total XXXX. Had I seen the XXXX amount on this receipt I definitely would not have agreed to the charges and would have noticed the salesperson 's error ; however, while dealing with an unfamiliar foreign currency I did n't notice this gross mistake. In addition, the merchant removed the tags from the jewelry and kept them, so we have no way to prove the accurate cost of the jewelry. However, we did pull the price for similar items from their website - gold-plated pendants - and the prices were between $ XXXX XXXX ( XXXX XXXX ; XXXX XXXX ). As you can see, they are not worth {$1300.00}. I am requesting that the error be corrected, that any finance and other charges related to the disputed amount be credited as well, and that I receive an accurate statement. Sincerely, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 100XX
Submitted Via: Web
Date Sent: 2015-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No