Date Received: 2015-07-17
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I 've been a member of USAA since 1990. Like millions of Americans, I was hit hard by the Great Recession. And was divorced, lost my job and forced to sell my much devalued home through short-sale ALL in the same year. Subsequently, I was forced to file for bankruptcy. Got back on my feet within two years but, USAA blocked access to their " full '' website immediately. For 3 1/2 years I have only been allowed access to my accounts through a minimized web page holding only cryptic information as an alternative. When I log into USAA, it actually closes immediately and transfers me to another page where you have to go through the entire procedure again. The " new '' web site that opens only offers minimal access. USAA also insures my car and when I had an accident a month ago, I could not see vital information pertaining to my claim. Their actions are clearly punitive. I kept my pre-bankruptcy bank accounts open ONLY to pay my insurance bill each month without much bother and do business through another bank. It is disturbing that I can not access information that is mine. Communicating with the adjuster has become nearly impossible as I can not download forms, photos or send emails that are allowed through the full web site. All things necessary to complete my damage claim. I have read online from other USAA members that this is a common practice for USAA that amounts to a " punishment '' for losing financial stability. Punishment on its members for causing the bank lose capital either through defaulted loans or credit card debt. An interesting side note. I also have an IRA brokerage account through USAA. Numerous times I have tried to place money in the IRA and been rejected. The full web site offers easy access for adding to IRA and similar investment accounts. The reduced web site access offers no avenue for increasing the amount in my IRA which has stayed at {$11.00} for 3 1/2 years. Seems USAA does n't want my investment dollars either!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30068
Submitted Via: Web
Date Sent: 2015-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-20
Issue: Credit decision / Underwriting
Subissue:
Consumer Complaint: My fiancee and I decided to choose USAA to hold our mortgage, so we applied through them initially. Approved us for $ XXXX initially ... .filled out the entire application. And we had to do our own application because we were n't married yet. All that was fine, but how do you approve us for $ XXXX, even though we found a house for way less, and then when we get 4 days from closing to tell us that our loan is no good and that we will not be able to close? And then ask us if we have any family members who could give us a substantial gift for a down-payment? We went from having to take $ XXXX to the table to $ XXXX to the table? So unprofessional. And then our original processor was out for a period of time, but she emailed us and said we were good. That was one issue. Then on the day I was originally suppose to close, USAA calls me back to tell me they have fixed everything ( I was on my way to another borrower ). So during the XXXX stint, we had to provide things that we had already provided ( twice ). Horrible.We kept calling because they were running against the clock to provide the documentation to the closing attorney 's office. Finally, we close. Which brings me to my second issue, if we are both borrowers for the loan, why am I getting the run around on getting my fiancee online access to pay the mortgage? We have called seven times ( on hold as I type this complaint ). We do n't want a 30 year loan. We 're trying to pay the mortgage plus an additional {$500.00} ... .trying to give them money, but no one can seem to help. This may sound petty, but he should be able to see the loan through his online profile and make payments, instead of paying over the phone and paying an additional {$11.00} surcharge. USAA is suppose to be the cream of the crop, but I am very disappointed. We must have done something right because our loan is really good, even the other lender said if USAA can finish it, let them. But this has been a total disaster. At the current moment, I have had XXXX IT tickets put in so that my fiancee can get online access. Nothing has been done. I ask to speak to a supervisor, everyone is too busy. My parents and grandparents are ex-military and so is my fiancee 's family ... ... .they told us to go with USAA because we would get better rates. I waited to write this because I do n't want anyone to give my family or me a hard time with our loans and other services, but at this point it does n't matter. Do not choose USAA to finance your home. XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30087
Submitted Via: Web
Date Sent: 2015-07-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-07-18
Issue: Closing/Cancelling account
Subissue:
Consumer Complaint: On XXXX XXXX, 2015, USAA illegally closed all three of my credit card account with balance on them. They have never been late and always paid on time. They say it was my unacceptable behavior or activity with none of this occurred. Now my credit score is low because of this problem. I never had problem with the bank.Credit score damageCard cancellations can impact your credit score
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 809XX
Submitted Via: Web
Date Sent: 2015-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-07-15
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: USAA FSB has restricted my account access online. They say it is due to a previous charge off with a USAA credit card - discharged in XXXX. I am told they are no longer attempting to collect on this debt but since it is a loss on the bank, it is " policy '' to not allow me to access my checking or insurance accounts. Insurance policies are not easily changed and are long term. When I ask for access, they give me a mobile website access for the day, then lock it once more. From my perspective ( and any reasonable person ) USAA continues to try and collect this debt to the level of harassment - and impedes my activity even with other divisions unrelated to the banking. Secondary, they place holds on every deposit for XXXX days, etc. all claiming to be " within policy ''.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75025
Submitted Via: Web
Date Sent: 2015-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-07-15
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: My wife and I have top tier credit and applied for a loan, we were pre approved and the barrage of sending information began, they wanted everything imaginable, all the way up to the point of asking for a letter from my wives employer that her tips would not change? Thats after sending a form for them to fill out and be reviewed by a supposed independent company. Everything was fine supposedly according to XXXX XXXX.processor Usaa. Well the closing date came and went XXXX XXXX, they said we need a new closing date the XXXX, that came and went, then I called and spoke to another processor that said the date had been moved to the XXXX. Well friday afternoon XXXX XXXX I receive a call from XXXX XXXX that my loan was declined because of debt equity. This is based on the tax returns I originally sent, it took till 4 days after the closing to tell me that. Since the inception of our loan process we sold our current home and will have XXXX available to put down, So I told them well the house is XXXX we have XXXX to put down, house appraised for XXXX. So can we get that amount approved? This is after no longer dealing with XXXX XXXX but working with manager XXXX, XXXX and Director XXXX XXXX. Today is XXXX XXXX I am still not approved and my seller no longer wants to wait for my approval. So I wish I could sue for damages somehow, I am out thousands of dollars and sold my current home and now have to look for another house. Shame on USAA mortgage for doing this to us.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89103
Submitted Via: Web
Date Sent: 2015-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-14
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: USAA has blocked access to online website as well as closed my checking and savings as well as prohibited me from opening new ones. They have picked an arbitrary date for me to be able to get out of punishment for executing my constitutional right to file Chapter XXXX. The further discrimination and harassment for such a long time following a major financial decision is intolerable. The XXXX-year time-out that USAA puts in place is nonsense and prohibitive to people trying to maintain or re-establish their financial lives following the major decision to file Chapter. USAA 's practice of this method of punishment to the military community it serves needs to be addressed. I had no choice but to file for Chapter after my divorce or face financial ruin. I can not even have a savings account. It is absolutely absurd. No other bank does this and thankfully XXXX XXXX XXXX has been a wonderful plan B, so even if I can switch I do n't know that I will because of how USAA treats their customers.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78253
Submitted Via: Web
Date Sent: 2015-07-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-14
Issue: Closing/Cancelling account
Subissue:
Consumer Complaint: USAA Federal Savings Bank issued a XXXX from to me, but upon checking my credit score, I saw that USAA did not delete debt. It is still showing the amount and it is still open. Please help me resolving this matter because USAA is not helping me and they are rude. I tired to explain to them to take it out on my credit report but they always hang up the phone on me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92336
Submitted Via: Web
Date Sent: 2015-07-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-13
Issue: Problems when you are unable to pay
Subissue:
Consumer Complaint: I was going to do a bankruptcy but stopped the process, the car was sent for collection to XXXX ... it is showing that it is a repo which is not I have been making paying through the company XXXX that USAA assigned to it. I need that collection off my credit because it is affecting me getting a new car. This account is being paid on the XXXX of the month at {$300.00}
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30350
Submitted Via: Web
Date Sent: 2015-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-08
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: Due to a business failure, I had to file bankruptcy recently. I have an auto loan with USAA Bank that I am trying to do the right thing with and pay the loan as agreed upon and also so that I can keep the car. Being able to check my balance and pay the payments due online is something that I feel that I should be able to do but USAA has informed me that, because I filed bankruptcy, I am no longer entitled to have accounts with USAA or to have online access to my accounts and that any time I want to check my balance and/or make a payment I have to call them for that information which, depending on call volume can be a huge inconvenience. I feel as though USAA is punishing me for filing bankruptcy even though I am attempting to make good on the loan that I have with them. I complained about this to them to no avail and the treatment I received during that process seems to indicate a culture issue at USAA regarding people that have filed bankruptcy. I also know of someone who had car insurance with them and they XXXX his premiums for the sole reason that he filed bankruptcy. I understand that banks are prohibited from attempting to collect on debts that are involved in a bankruptcy but, once the bankruptcy has been discharged and the customer is making payments as he/she should be, I do n't think that it 's right that they should make life difficult for that person by denying them online access as well as the opening of future accounts.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 44138
Submitted Via: Web
Date Sent: 2015-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-07
Issue: Credit card protection / Debt protection
Subissue:
Consumer Complaint: l enrolled for USAA Debt Protection plan on XX/XX/XXXX and l clearly told them l am self employed, fast forward to XX/XX/XXXX l lost my business and l could not afford to make minimum payment and USAA denied my application that they do not covered XXXX, they ( USAA ) been charging me over {$100.00} a month for this service. please help, l find this situation to be fraudulent and mis-informed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11226
Submitted Via: Web
Date Sent: 2015-07-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No