Date Received: 2015-05-19
Issue: Communication tactics
Subissue: Threatened to take legal action
Consumer Complaint: USAA Closed account fraud activity on credit card XXXX + said they did n't want to do business any more card was used for withdraw transactions deposits were made a By a XXXX XXXX from a phone number XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 64157
Submitted Via: Web
Date Sent: 2015-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-05-19
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: yes my name is XXXX XXXX and my complaint is with USAA. I fell victim to fraud I filled out an ad online through XXXX thinking it was a build your own business kit and it turned out to be a scam. First they want to hold me responsible for paying the overdrawn balance I feel as though that is not right for me the customer having to pay for the wrong doing to me by someone who committed fraud on behalf of my checking account. Now they are reporting to the credit bureau about this incident. I 'm a XXXX and me getting treated like I 'm the criminal is very unacceptable I feel as though that the balance should have been written all I was able to continue to use my account because my military pay for XXXX my tax return the month of XXXX in the month of me my military pay has been garnished because they said that I had to pay back the overdrawn balance and it was over {$5000.00} of my money that I work hard to make has been garnished trying to please USAA not knowing that my money was being garnished for me being victimized of fraud or my account being compromised. I would greatly appreciate it if I can receive a phone call and or an email about this situation and I can fill you in with more details about what took place because I would like to have the money that I put it in the account by me being the XXXX back. that 's all that I want from USAA is my money the money that I made on a monthly basis with the XXXX in my tax return I want my money back if they ca n't compensate me for what has been taken from me due to being victimized a fraud then I want to take them to court behind this matter I think is very unprofessional and very degrading and very disrespectful to treat a customer like he or she is the criminal that was done to them.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 79930
Submitted Via: Web
Date Sent: 2015-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-05-17
Issue: Credit card protection / Debt protection
Subissue:
Consumer Complaint: Well, I filed a dispute with my credit card for a large amount of money. A woman named XXXX promised to contact me after calling her supervisor. However, I never heard from her. I left XXXX messages on her machine and also called and left a message for her supervisor. No one ever called me. I asked if there was other information they needed and she said, typically not, your services were not as described. I have protection under my master card credit card agreement, but the part I 'm contacting you about is the failure to communicate. I 've been asking for months, but no one will speak to me. If someone promises to call so I can get my facts together, fine, but now no one at USAA will return my calls. I 've called repeatedly. Then, I got a letter -- much after these events -- asking for all the same information I already filed. This person has mismanaged my case. I explained the details completely and submitted them. She said she did n't need the information and now suddenly she lost all of it. I do n't understand how my case is being mismanaged so terribly and why a supervisor wo n't call me back. It is disturbing. I want my money back. The amount of the dispute should not be in issue. It is within my rights to have the information and be communicated with in a timely manner. The fact that XXXX lost all of my information and sounded confused about my case reveals that she did n't even investigate or look into it. I have a provision in my case that states if the services were not as provided I could have my money back. In this case I left written documentation and forwarded it to USAA. I did everything on my side and now they want me to do it again. no one ever returned a call. I do n't want XXXX, I want a supervisor. and still no one called m back. I have been at the bank with the card for many years. Why ca n't they honor their word to me that I would get my money back?
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 90036
Submitted Via: Web
Date Sent: 2015-05-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-05-13
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: I filed a complaint with USAA bank for an online debit card purchase. I felt like I was taken advantage of by XXXX, an online penny auction site. After providing all pertinent details and a copy of my bank statement verifying the disputed charges, I felt like none of that mattered and the dispute was ruled invalid because XXXX provided a copy of the charge authorization. My issue was not that I authorized the charge, but that the service promised for said charge was never delivered, i.e. " Service was not delivered as described. I have attached a copy of the Dispute Decision from USAA along with the Merchant Rebuttal and my emailed response to the Rebuttal. I do not feel like the human element was taken into consideration in this matter, and the decision was based on the authorization for the charge. I hope that, after reading the attached documents, you will see that I was taken advantage of by a company that I had moved on from. Had XXXX never contacted me after I concluded my business, i would not have this issue. Thank you for your time and consideration in this matter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19143
Submitted Via: Web
Date Sent: 2015-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-05-12
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: There was an unauthorized transaction on my account and my bank is stating that it is my responsibility.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30032
Submitted Via: Web
Date Sent: 2015-05-12
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-05-12
Issue: Identity theft / Fraud / Embezzlement
Subissue:
Consumer Complaint: On XXXX XXXX, 2015, I learned that my credit card had been compromised via a text message from my bank, USAA. I called the company immediately and I thought I had made all arrangements necessary to have the card formally reported compromised to the card issuer, turned off, and a new one sent to me. A week later, I found out the bank had not turned off the card nor reported it to the card issuer. The representative of the bank stated that this was because our phone call had been cut off near the end of the call, and that the bank 's representatives are forbidden from calling customers back to complete the process, nor will they proceed with the actions being taken. Customers are not informed of this. In my case, this meant I did not know that my account was still vulnerable for a week.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22314
Submitted Via: Web
Date Sent: 2015-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-05-11
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: USAA Bank is taking my XXXX wife 's Social Security be'tnefits to cure a debt they claim she owes from an account she held individually. the benefits the are attaching are direct deposited to an account she ca n't touch, I, her husband am her Repersentative Payee, the title of the account is XXXX XXXX, Representative Payee for XXXX XXXX. so not only is USAA unwilling to listen when I tell them they can not attach social security benefits to cure the debt they say she owes, they are also taking from an account that was designed to protect the finances of a person unable to manage their own, which is my case. My wife can not handle her own money, I pay her obligations and allocate funds to her so she cant get herselfin trouble. USAA 's resolution executives refuse to listen when they are informed they can not take her benefits that are direct deposited to her representative payee account to cure a debt from her individual account, please help?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91762
Submitted Via: Web
Date Sent: 2015-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-05-08
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I was in the process of reviewing my bank statements when I was preparing my taxes and noticed that in XXXX a check that I wrote to a cleaning company posted twice to my account it was the exact same check with the exact same date and the exact same amount and the same check numberwhen I noticed the clerical error I notified my bank they researched and admitted that they incorrectly paid out the XXXX and they would look to resolve the issue 30 days later I have not had a resolution and I am being told that I can not receive the funds back in my account until they have received the funds back from the bank in which they had paid out multiple times. They do not have a date for a resolution and stated I would never receive my funds if the bank they had paid out to never returned it back to them
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21075
Submitted Via: Web
Date Sent: 2015-05-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-05-07
Issue: Taking out the loan or lease
Subissue:
Consumer Complaint: On XXXX XXXX 2015, we applied for an auto loan with USAA ... which was immediately approved. Intent was to be pre-approved before looking for a new car. USAA gave us XXXX days to execute the loan, offer ending on XXXX XXXX 2015. Two weeks later, on XXXX XXXX 2015, we found and purchased a vehicle using the USAA pre-approval check provided. The following week on XXXX XXXX 2015, USAA sent us an addendum to the loan documents showing the loan start date of XXXX XXXX 2015 ... the original pre-approval date, not the actual purchase date of XXXX XXXX 2015. We contacted USAA and spoke to a Customer Service Representative ( CSR ), who researched the sale and spoke to a supervisor. The CSR informed us that though the Loan date would be shown as XXXX XXXX, interest would not start until the sale date of XXXX XXXX 2015. We then sent a written request via email requesting that this information be provided in writing. We received a email reply the following day XXXX XXXX 2015, from XXXX XXXX at USAA. She stated that the information provided was incorrect, and that we were in fact being charged interest on the auto loan effective the approval date of XXXX XXXX 2015. We requested that USAA review the legality of this practice, and answer we received was that this is the way we always do it. We realize that this is a minimal financial issue per loan. By my calculation, it cost us approximately {$25.00} in this transaction. However, if this is a legal and allowed practice, then this is being done to a lot of unsuspecting consumers. In searching the loan documents, there is no disclosure indicating that this is a condition. I ca n't imagine having been charged interest on my mortgage approval pending the completion of the house, nor being charged interest on my credit cards based on the limit instead of the balance. So, is this legal? To start charging interest on a loan as soon as it is approved, not when it 's actually used?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80923
Submitted Via: Web
Date Sent: 2015-05-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-05-06
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I tried to move my personal residence to my revocable trust. However, USAA does not allow that. Yet, they do prepare trusts and from what I learned, if the trust uses USAA as the trustee ; then it is possible ; but otherwise, it is not permitted. This seems unfair. I 'd further note that their website even recommends moving property to a trust - again, apparently if they are hired as the trustee only. From below, I clicked on making payments some loan servicing is listed under that section.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22201
Submitted Via: Web
Date Sent: 2015-05-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes