Date Received: 2023-04-07
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: I have a substantial balance on my USAA credit card at an interest rate greater than 22 %. Due to cash flow issues largely out of my control I called them and asked for a payment holiday. A payment holiday would simply mean I do not have to make the current monthly payment, the interest would still be charged, etc. They told me they can not do this. I was then told that they basically can not do anything-waive a monthly payment, reduce the interest rate on any of the substantial balance, or even waive the late fee. They offered nothing on a card we have had for many years. In addition, we have had USAA homeowners and auto insurance for over XXXX years. You guys said, maybe we can waive the late fee AFTER it is charged and I spend another hour on the phone with " customer service '' Really? Predatory lending.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20853
Submitted Via: Web
Date Sent: 2023-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: During principle payment adjustment procedure, USAA does not provide operators information on acceptance of paper form changing principle payment via the mail. USAA has diverted member funds to XXXX multi-millionaire, XXXX XXXX, for a television commercial for bank membership ( which used to be limited to military officers only ) and USAA is simultaneously, " strong-arming '' members to stop receiving paper documents via the mail. USAA requires me to fill out paper forms to change a HELOC principle payment, which I sent in several days ago. These principle payments are made in the XXXX of each month. Not hearing from USAA, I called today, XXXX XXXX, XXXX, to make sure my payment form was received and processed. XXXX, a professional and good operator, told me that I did not check a box next to the principle amount I filled in and this might stop the payment change when reviewed by the department. I had called in and was verified by the dual-security phone system and told XXXX that box should be checked. XXXX also mistakenly said I had changed my payment to {$1500.00} via {$15000.00}, which was clearly written on the forms. I requested a supervisor to find out why my statement over the phone that the box should be checked still may not be accepted when I was verified during call in. XXXX, an XXXX Resolutions Team supervisor took the call and notified me that both the payment form had already been accepted and that a letter was sent out to that effect. When I asked why XXXX didn't know that information, she had no excuse. When I asked why I was not emailed XXXX stated that we are either all paper or all electronic at USAA for document delivery. This is simply a cost reduction tactic that " strong arms '' members like myself to turn off paper documents to get email about changes to payment plans like this. This turns out to be a lie because when I make transfers from one USAA account to another, I get an email confirmation of this, even though I have my monthly statements coming to me via standard mail. So what XXXX stated to me is not true. Just this past XXXX of XXXX, I made a transfer of funds between two USAA accounts and received an email verifying that transfer, yet I am set up for paper documents for both of those accounts, yet here XXXX says USAA doesn't allow the HELOC department to email me when a principle payment amount is changed. She claims there are regulations in place that mandate paper singed forms for HELOC payment changes yet USAA will not quickly notify me and they won't tell me over the phone when a payment change has been accepted unless I ask for a ERT supervisor. This complaint is about not notifying me via email when a principle payment has been changed like every other department at USAA is able to do. This complaint is about primary operators who don't have up to date information that a supervisor has readily available. This complaint is about USAA 's HELOC process which is designed to obstruct members ability to change payments and find out when paper singed documents have been received, processed and accepted. If regulations require all this, then those same regulations should require the most secure delivery and notification process, which is NOT THE US MAIL. Operators should have all the information they need. Email notifications for principle payments should be sent out immediately when a payment change form has been authorized like what is done when I simply make a funds transfer between USAA held accounts. There is so much wrong with this HELOC process and nothing being done correctly. It is an abuse of USAA membership while millions of our funds are being sent to multi-millionaire XXXX player XXXX XXXX to act in a membership commercial for TV.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32583
Submitted Via: Web
Date Sent: 2023-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-06
Issue: Lost or stolen check
Subissue:
Consumer Complaint: I was issued a refund check back in XX/XX/XXXX for a vehicle accident that took place, after being put at fault for this accident that I did not cause I was told that I was to schedule receive a refund check for a reimbursement to get another vehicle. The check was delivered in XX/XX/XXXX to my previous address, this check was then stolen and my name was fraudulently forged and misspelled on the back and this check that was cashed in XX/XX/XXXX at a XXXX XXXX atm machine, the next day it shows that the funds were approved and released. Who verified the names match the account and released the money before further investigating After filing several complaints, and police reports, and speaking with multiple individuals to get this rectified, I finally received a fraud statement claimant on XX/XX/XXXX I was told this would take approximately 90 business days before this was settled. Today 's date is XX/XX/XXXX, the 90 business day period has now passed, and every time I reach out for an update I am still being told that this is still in " progress '' status. Nobody can tell me anything else or when I should expect my payment from USAA.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20850
Submitted Via: Web
Date Sent: 2023-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-06
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2023 ... my daughter called and made me privy to a check being deposited in her account via mobile deposit that she did not so. She also was receiving threatening whats app messages from some unknown person ( s ) for her to send the money to them. We contacted USAA Bank immediately to let them know that there was a check deposited that may be fraudulent. I did not know if they stole a real persons check and was trying to get money out of account. When I saw that the person ( s ) had already taken out a {$1000.00}, I moved {$2000.00} of the money out of my daughter acct into my own. I also made USAA privy to this until the situation could be rectified. The next day I received alerts on my email that I was sending funds out to a XXXX XXXX via XXXX. I had not made any such requests, so I immediately called USAA once again to tell them. After a few weeks USAA decided that there was no fraud and they have come to the conclusion that my daughter did this or gave her personal bank info out to someone. In turn, they locked down my bank account as well as hers and I had to pay the {$2800.00} for my daughter negative balance from fraudulent check in order to lift freeze off of my account. My issue is, is that I alerted USAA the same day check was deposited and I alerted them the next day when I saw more withdrawals were being done via XXXX. There has been no time in the 11years that I have been with USAA that when you deposit a check, especially in such a large amount that the funds are immediately available. How was a person able to deposit a {$3000.00} check and start withdrawing immediately is a mystery to me. So now that I have brought my daughters acct back to a positive balance, the bank still has restrictions on my account and they are not allowing me to close my daughters acct. I feel as I have been victimized whereas I did nothing criminally and my daughter is steadfast in her assertion that she did not do it and did not give out any of her banking info. USAA should've shut account down immediately when we called about the fraudulent check so that no one could get any more money out of it, but they did not and then held me liable after I felt I did my part in trying to avoid further issues or losses. Now I am out of some cash and not able to close my accounts or transfer money. Now I have seen the same scam that has happened to my daughter to a woman who posted it happened to her child on XXXX XXXX. I also reached out to the company that was listed on check to speak to them and their human Resources manager stated that they believe one of their checks had been intercepted because they are getting calls from various states that they had fake checks deposited into their accts. I think that the banking bureau needs to look into this with USAA. It is not fair to the consumer that they should get victimized twice. And because USAA did not quickly follow up when notified of this and prohibit further withdrawals from account that I now would be held accountable.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11434
Submitted Via: Web
Date Sent: 2023-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-07
Issue: Struggling to pay your bill
Subissue: Credit card company won't work with you while you're going through financial hardship
Consumer Complaint: USAA agreed to defer payments during the Covid 19 pandemic for me, however they still reported to my credit account as late several months in a row at the start of XXXX. I have called, emailed, written them and they refuse to fix. I immediately paid this account in full as soon as I got back to work. This is really hurting my score and preventing me from being able to progress anywhere with my credit. Under the cares act this seems incredibly illegal, all of my other creditors were able to defer and make arrangements for me. USAA has been horrible to work with. The assistant to the CEO just calls and says " sorry theres nothing we can do. '' Please help, this has been a nightmare.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91607
Submitted Via: Web
Date Sent: 2023-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-05
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: Found out in XX/XX/2023 that my auto policy was renewing in XX/XX/2023 with and went from {$760.00} to {$980.00} for a 6 month policy. I spoke with 2 reps and informed them that I wanted to discuss and discounts that U qualified for because I couldnt afford to stay with them with the increase. I was told that if I enrolled in the safe pilot program, I would get at least a 10 % participation discount as well as up to a 30 % discount. I called back when the policy renewed because I received no discount as promised by two representatives. I downloaded the app and had it monitor all driving habits 24 hrs a day for 2.5 months. I was then told that I had to now wait until the next policy renewal in XXXX because I was supposed to be enrolled in before XX/XX/XXXX for it to be effective for this term. I was told that I shouldve at least received the 10 % participation discount but they had no idea how to apply it. A supervisor of USAA suggested that I complain about the issue and transferred me to XXXX ext XXXX of the USAA advocacy team on XX/XX/2023. Our initial conversation on XX/XX/XXXX went well but our follow up conversation today ; did not go well. XXXX accused me of lying about downloading and using the XXXX app in the past and kept loudly saying that her decision is final. On multiple occasions, I requested to speak with someone else ( her supervisor ) and informed her that both her tone and mannerism were both unprofessional and unwarranted, but I my request went unanswered. Im told that the calls are recorded so it should be easy to hear the entire conversation. Ive been with USAA for 19 years which is my entire military career and use them for car insurance, life insurance and home owners insurance and demand respect, professionalism and honesty. My acct has now been charged the inflated price while I look for auto coverage elsewhere. However, If I was promised a discount by 2 employees on separate recorded calls ; then that discount should have been honored.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20603
Submitted Via: Web
Date Sent: 2023-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-05
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XX/XX/2023, USAA withdrew {$2500.00} from my checking account for a teller 's check that I requested. It is roughly two weeks later and they literally have no idea where the check is other than they supposedly mailed it via USPS. They did so without any form of basic tracking, and have said that if the check is lost or stolen that they have to wait 90 days to cancel the check and return the funds to my account. I am honestly appalled that a bank that is supposed to be serving military families thinks it is remotely appropriate to handle thousands of dollars of other people 's funds so recklessly. They never let me know that the funds would be sent without any form of tracking and that I was assuming the risk that the funds could go missing in the mail without any way to rectify it before 90 days. The fact that someone in a position of leadership signed off on these practices shows how clueless they are in terms of the needs of military families. A new enlistee could be requesting a check to purchase a new vehicle, only for the funds to go missing and USAA saying " that's too bad. Contact us in 90 days. '' While I was personally never advised that the funds would be sent without tracking, USAA should not even let anyone consent to this form of funds transfer because they should be looking out for their customers. Even if I receive the check in the mail today or sometime in the next few days the entire situation is completely unacceptable. I am submitting this complaint so it does not happen to anyone else.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32216
Submitted Via: Web
Date Sent: 2023-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-05
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: My mother is an AU on a credit card account with my father as a primary. My parents used the same login to USAA their entire lives. My mother attempted to pay for a funeral on the USAA credit card days after my father passed away, a credit card she has used for years. When she called USAA to unblock the charge, they asked why a funeral home and she said because her husband passed away. USAA immediately locked the account and the online login she has used for years. They told her if she wanted to pay for the funeral she could apply for her credit card, from her own newly created account. Over an hour on the phone and making my mom cry, she now has no way to pay for the funeral for my father and lost all pre loaded bill payments, and access to the connected XXXX account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DE
Zip: 198XX
Submitted Via: Web
Date Sent: 2023-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-04
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: USAA recently closed my credit card with $ XXXX available credit line which had XXXX balance and always paid on time. I had an account with them for over 6 years and they are giving me no reason to close other than it was higher management decision and they don't answer calls and it's permanent decision without giving me any reason at all. This has been very frustrating experience by any bank not giving me why it happened. USAA recently paid {$140.00} XXXX fine for money laundering and loss of investment and now victimizing innocent members. I have honorable discharge in my military service and I don't owe them anything thus I have right to hear a reason why they are doing this to me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 972XX
Submitted Via: Web
Date Sent: 2023-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-04
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I am writing to dispute the recurring finance charges being applied to my account as they are due to a violation of the Credit Card Accountability Responsibility and Disclosure Act of 2009. I have two types of balances : a Promotional Balance Transfer thru XX/XX/XXXX ( currently {$8700.00} ) with a 0 % interest rate. And a current balance of {$1100.00} as a Regular Purchase at a 12.25 % variable interest rate. I have been making payments higher than the minimum required amount, specifically in XX/XX/XXXX and XX/XX/XXXX. I understand per the USAA credit card agreement ( XX/XX/XXXX, page 6 : " How We Apply for Payments and Credits ) " Amounts in excess of the Minimum Payment Due are applied to the balance with the highest APR ''. USAA is not applying payments and credits made in excess of the minimum payment to the balance of the highest interest rate balance. Instead, they are paying off my 0 % Promotional Balance and allowing for the Regular Purchases balance to maintain and continue to charge me finance charges each month. I understand that it is important for me to pay off the balance transfer before the promotional period ends to avoid accruing interest. However, I also believe that it is unfair for me to be charged finance charges on the higher interest rate balance when I've been making payments in excess of the minimum amount due in order to pay off the higher interest rate balance. I've made several calls to USAA to rectify and resolve this issue. In XX/XX/XXXX, XX/XX/XXXX, and now XX/XX/XXXX. Once, I was given a courtesy credit but they continue to charge me monthly finance charges. USAA representatives stated that finance charges will continue until the balance is paid in full. They identify " balance as the total balance which is both the Promotional Balance and Regular Purchases '' yet they keep applying all payments to the Promotional Balance, leaving the Regular Purchase Balance the same which allows for the monthly finance charges to continue. USAA should adjust my account to reflect the application of any amount in excess of the minimum payment from XX/XX/XXXX thru all future excess minimum payments to the highest interest rate ( Regular Purchase Balance ) both in accordance with the Credit Card Act of 2009 and their very own USAA Credit Card Agreement. Please note : I have stopped and will no longer use a USAA credit card.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 10312
Submitted Via: Web
Date Sent: 2023-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A