Date Received: 2015-09-05
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: USAA Bank has very poor customer service and a serious lack of communication with their customers. I have been unemployed and unable to find a job for almost two years now and surviving on what little income I have, which I have told the bank many many times. They claim they will assist customers who are going through times of hardship, but they do not really care about their customers at all. I had a personal loan with them which they decided to close without even notifying me that I had past due payments. I understand that, and I am paying it so it will be done with, but lack of communication with customers is wrong, very wrong. Just when things were being straightened out with them, I received a letter from them stating that they had closed my credit card account, ( which is paid up to date ) because of the consumer loan that they never warned me about. Funny thing is I have been emailing with XXXX of the bank executives and he never once mentioned they were closing my credit card account. It is so wrong for a bank to treat long time customers, especially ones who have served their country by either being a XXXX for the XXXX. USAA Bank claims that they honor and appreciate those who have served their country but if you are going through financial hardship they refuse to do that and work with you, instead they treat you like dirt.
Company Response: Company believes complaint is the result of an isolated error
State: VA
Zip: 22201
Submitted Via: Web
Date Sent: 2015-09-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-09-05
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: I purchased a car earlier this year, using USAA as my finance company. I was given a 13 % interest rate for the loan. They explained this was because I had quite a bit of outstanding debt on my credit report. I was told that if I took care of these debts, I could refinance at a significantly lower rate. In turn, I sold my motorcycle and other items to pay these debts off. At the time I purchased this vehicle, I was just a couple months away from deploying overseas. They told me if I send a copy of my orders, they would lower the rate for the time I would be gone. After sending the orders, they denied lowering my rate, stating that it does not apply to me. After paying off my outstanding debts, and trading in XXXX other cars for XXXX, I greatly reduced my monthly payments and obligations. I then attempted to refinance the vehicle to get that better interest rate. They then offered me a new rate that was still over 12 %. This was not helpful, and has put me in a bad place. I purchased this vehicle at a high rate under the impression that I would be able to afford it after a very short time. If they would be willing to do as promised, I would be saving between $ XXXX $ XXXX. My wife and I will be moving in XXXX of 2016 to a new duty station. We will be losing over $ 1,000/month due to lower housing allowances at our new location. We are trying to save and continue to not incur additional debt in preparation for this move. I am worried that if we are not able to have a decent rate on this loan, I will end up defaulting on it, and letting it to into repossession.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78222
Submitted Via: Web
Date Sent: 2015-09-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-09-03
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: XX/XX/2015, my house XXXX flooded. When I received the disbursements from the insurance company, I sent the checks with copies of the Proof of Loss and the contractor 's estimate to USAA XXXX our mortgage company ) and waited for the check. On Friday, XXXX XXXX, XXXX, I called and asked the status of the first disbursement for the contractor and was told that my information has been received and input on XXXX XXXX, and it would take 5-7 business days to send the check. I called back Friday, XXXX XXXX, XXXX and was told the 5-7 business days was for processing time and that the check would be mailed in 24-48 hours. I called back on Wednesday, XXXX XXXX, XXXX and was told my packet was missing the Proof of Loss from the insurance company and the contractor 's estimate and that nothing could be done until they were received. I was given an email address to send electronic copies to and sent that email XXXX. I called back Thursday, XXXX XXXX, XXXX and was told that it would take 24-48 hours to input the documents and that the check would be sent after that. I called back Monday, XXXX XXXX, XXXX and was told everything was cleared and that the check would be going out. I called back Tuesday, XXXX XXXX, XXXX to insure the check had been mailed and was told it had just been released and would be mailed on Thursday, XXXX XXXX. I called back Thursday, XXXX XXXX XXXX and was told that my file was missing the contractor 's estimate. I asked to speak with a supervisor who looked in my file and said she saw something from the contractor that said how much the repairs were going to cost. Regardless of whether the contractor 's estimate is actually in their possession XXXX the number she quoted off it made it clear it is XXXX, the fact that they have repeatedly told me that the check is going to mail soon and then continually delaying the process is entirely unacceptable. Losing paperwork on multiple occasions smacks of willful negligence. USAA purports to serve service members and veterans, that I and my family has been treated so poorly is beyond my comprehension.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77074
Submitted Via: Web
Date Sent: 2015-09-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-08-29
Issue: Identity theft / Fraud / Embezzlement
Subissue:
Consumer Complaint: On XXXX/XXXX/XXXX we received our USAA credit card statement in the mail and discovered a charge for {$590.00} from an XXXX store in XXXX XXXX. They live XXXX miles away from XXXX XXXX and they have a XXXX XXXX XXXX blocks away from their home so they would never travel that far. They immediately called USAA and informed them of the fraud charge. They were informed to contact the XXXX XXXX and work it out with them. That situation ended up getting resolved and they received reimbursement from USAA for {$590.00}. There have been many many times that client has tried to make a purchase and they were declined and they had to actually call in and speak with them to let them know it was them so they can allow the charge to go through. On XXXX/XXXX/XXXX there was a charge for {$580.00} with XXXX XXXX XXXX that they found on their credit card statement they received towards the end of XXXX XXXX. They immediately contacted USAA and they told the representative that the charge was fraudulent and they were told they need to contact the XXXX XXXX XXXX to dispute the charge. They contacted the XXXX by phone and they insisted that client made the reservation and they emailed client the guest folio. It shows client 's name and the price and it shows the reservation was made from XXXX out of XXXX, XXXX. However the USAA representative advised client the charge was made over the phone. We were never really given a straight answer when we asked for evidence surrounding this fraudulent transaction. We have been a long time customer with USAA going back as far as XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 950XX
Submitted Via: Web
Date Sent: 2015-08-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-08-27
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: On XXXX XXXX, 2015 my XXXX email was apparently hacked into because I started getting emails on my phone approximately every XXXX seconds. Many of the emails were in languages I do n't understand such as XXXX, XXXX, etc. I did not open any of the emails because I knew something was wrong, and instead I stopped using the email because it was so old I figured the best thing to do was to start a new XXXX email, and I did. On XXXX XXXX, 2015 and unbeknownst to me, a new Checking and Savings account was opened up in my name at my financial institution, USAA Bank located in XXXX XXXX, TX. Also unbeknownst to me, and on this same date the culprits did an electronic transfer into this new checking account in the amount of {$2000.00} and electronic transfer into new savings account in the amount of {$1900.00}. Then on this same date the funds were transferred out/withdrawn. On XXXX XXXX, 2015 at approximately XXXX I attempted to place a phone order for food delivery and was told my card was being declined. I then checked my account online to find that my original accounts ( checking & savings ) with USAA had XXXX balances. Last I checked these account balances it was {$530.00} in checking and {$80.00} in savings. The next morning XXXX/XXXX/15 I called USAA to find out what was going on with my accounts that I had zero balances. That 's when I was informed of the above mentioned transfers in and out of my accounts. However, the representative did not mention that this activity was done in the new accounts that someone had set up in my name~ so I was under the impression that she was referring to activity that took place within my original accounts. Nonetheless, I informed her that I made no such deposits for said amounts on said day ( XXXX ). The representative said a fraud investigation would have to be opened on my accounts and to give them a few days to contact me. On XXXX/XXXX/15 at XXXX I called USAA for the status and was told that the investigation had been completed and that I was being held responsible for the negative account balance. On XXXX I called USAA back to get more information on how they determined me to be guilty of fraudulent activity within my account. They said that I did an electronic transfer from a credit union account with my name on it, back and forth to the USAA account. I told them without a doubt that I do n't have a credit union account or any other bank accounts other than USAA. They would not tell me the name of said " credit union '' or the location, but gave me the routing number and account number. I then went to my local police station and filed a report. Also called the local FBI office who looked up the routing number for " credit union '' account and informed me that this was not a credit union account but an account at a XXXX XXXX bank in XXXX, MN. I went to a XXXX XXXX bank near my home with the information I was given and they determined that the routing and account number was the legitimate account of one of their customers, who is not me. XXXX XXXX confirmed the account belonged to a gentleman in Minnesota, I was not given his name as that information is private. In closing, I want USAA to reimburse me for funds they confiscated from me in connection with my identity being used for money stolen from the bank. The amount USAA took from me to put towards negative balance is {$610.00} ( {$530.00} from checking & {$80.00} from savings ). In short, USAA got robbed by hackers and in the process I was used by way of identity theft, but USAA want to make me pay for something that I did not do. On XXXX/XXXX/15 I relayed the aforementioned info to USAA and they said I 'm still responsible. How is that so? XXXX XXXX can confirm that I am not a customer with them and have no accounts with their bank.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 080XX
Submitted Via: Web
Date Sent: 2015-08-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-08-27
Issue: Other
Subissue:
Consumer Complaint: Dear Consumer Financial Protection Bureau : I know you are very busy so I`ll get right to the point I have a credit card with USAA and i recently opened this account this is about my XXXX payment I 've made and with the normal credit card companies they post your payment within XXXX hourswell I made my payment about XXXX days ago and it is not been posted to my account I called them and asked them why and they said they can and do hold payments for XXXX days, I have a problem with that because interest is still accumulating due to non posting of payments and when i ask about this policy no one could give me a concrete answer why? this is Egregious and I believe against accounting policy I have never had a financial institution do such a thing.I am requesting that you look into this matter and please tell me this is in the fair lending act, this just does n't seem right.thank you for your time on this matter I await your response. last XXXX numbers of my XXXX card is XXXXThanksXXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 44105
Submitted Via: Web
Date Sent: 2015-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-08-27
Issue: Closing/Cancelling account
Subissue:
Consumer Complaint: I called the general customer line. Stated that I wanted to cancel my credit card account. Was transferred to another person ( XXXX ) whose job is presumably to talk customers out of cancelling their accounts. Started off nice enough. She asked why I was cancelling my account. I replied that I did n't need the credit card anymore. She asked a few more probing questions before I finally told her that I simply wanted to cancel the card, my mind was made up, and that there was no way she was going to convince me otherwise. Her big " selling point '' was that closing my credit would negatively affect my credit score. She explicitly threatened that closing this credit card could prevent me from qualifying for a home mortgage loan or a car loan. I explained to her that I am attorney, I work for a bank, and that I understand how closing a credit card affects a consumer 's credit. She also explicitly stated that USAA was " looking out for [ my ] best interests. '' This is patently false. USAA makes money by keeping credit card accounts open. Still, for another XXXX minutes she refused to close my account. I asked to speak to her manager. She refused. I asked for her employee number. She refused. After another few minutes she finally relented and closed my account. The entire call took XXXX minutes. Should n't have taken more than XXXX. This whole exhange was expecially disapplointing because I have been a USAA member for nearly 15 years & have generally had positive experiences.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 452XX
Submitted Via: Web
Date Sent: 2015-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-08-25
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: On XXXX XXXX, XXXX, USAA FEDERAL SAVINGS BANK, wrote to exercise its option to close Checking Account XXXX registered in the name of XXXX XXXX XXXX . USAA had changed my ownership registration of the account in XXXX XXXX for the vague reason that I did not qualify as the registered owner of a USAA account. They printed new checks showing the new registration. However their letter was addressed to me, not XXXX XXXX ( see attached ). Neither XXXX XXXX nor I owed USAA money. We were not insured by USAA Our Credit Cards had a zero balance and continued in good standing. On closing the account, USAA confiscated the funds in XXXX XXXX 's accounts which had a combined balance over {$900.00}, citing their Deposit Agreement as authority to close accounts and offset funds on deposit. There was nothing to offset. Where did the money go? Phone calls to USAA for an explanation for confiscation of XXXX XXXX 's funds were met with obfuscation and prevarication : in XXXX call I was told that XXXX XXXX 's account was closed because of an issue with their Property and Casualty Department. When XXXX XXXX called for clarification, she was told the bank accounts were closed by the Credit Card Division. To avoid misunderstandings, it became clear we had to avoid telephoning USAA and instead document our contacts and their response using XXXX, XXXX, and XXXX letters as a legal necessity. I sent a XXXX letter to USAAXXXX on XXXX XXXX and a Certified follow-up on XXXX XXXX pointing out that the accounts were registered to XXXX XXXX not me. XXXX/USAA did not reply. To get a USAA response, XXXX XXXX was obliged to file a complaint ( Case XXXX ) about USAA with the Consumer Financial Protection Bureau on XXXX XXXX, XXXX. Via the CFPB, USAA replied : " XXXX checks, {$160.00} and {$800.00}, made payable you and to XXXX XXXX had been mailed on XXXX XXXX, XXXX. '' XXXX XXXX challenged USAA 's infallibility and asked for proof/substantiation that a check had in fact been issued and mailed ; had it been cashed? A copy of her response was also directly XXXX XXXX to USAA. USAA received the letter but did not did not reply. It appears that USAA kept the {$900.00} + without explanation, asking us to believe that " the check is in the mail. '' Equally troubling, USAA deleted the checking and savings accounts from their web site. USAA has had at least 8 months to research their response : Where is the money?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30236
Submitted Via: Web
Date Sent: 2015-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-08-25
Issue: Credit card protection / Debt protection
Subissue:
Consumer Complaint: I noticed a suspicious looking charge on my USAA Mastercard. The details are : Merchant or Business Name : Virtual OfficeAmount : $ XXXXTransaction Date : XXXX XXXX, 2015. I contacted USAA to report this as fraud. USAA did not do any investigation. USAA said I was present in New York when this transaction happened. I was not in NY and have not been anywhere near NY in 20 years. I sent USAA an affidavit proving that I was not in New York in XX/XX/XXXX. USAA did not provide any receipt or anything to show that I personally made this charge. No signed receipt was provided. Under the Consumer Protection XXXX, I believe consumers are not liable for fraudulent charges. My complaint is that USAA is violating that charge by holding me responsible for something I did not buy. My requested resolution is for USAA to deduct the {$71.00} from my account. USAA did not even change my credit card number as I requested in XX/XX/XXXX. Their customer service is very poor.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98008
Submitted Via: Web
Date Sent: 2015-08-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-08-24
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: My bank has been letting XXXX companies take money from my account since about 2011. I have been telling them both via their website and over the phone that they need to stop the transactions from happening that those were n't from me. They have n't done anything till as of late they credited my final deduction on XXXX XXXX. They are now passing me around the bank and doing nothing for me as far as the past due amounts. They pass me around and I have to explain the entire story again to a new person every few days. I can only see 90 days into my bank history so I ca n't get exact dates. The XXXX companies charged me every few months. My bank has yet to do anything really other then pass me around in hopes I 'll get tired like they have done in the past. But enough is enough.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: HI
Zip: 96792
Submitted Via: Web
Date Sent: 2015-08-24
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: Yes