Date Received: 2018-01-20
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I have an auto loan through USAA. I made an additional payment on the loan outside of the regular monthly payment. Their app automatically triggers the additional payment to allocate between principal and interest on the loan. I tried to fix the payment so it was all applied to principal and it does not allow you to fix the payment. I tried to get them to correct through their chat function and could not. I left them a call back number and am waiting for a response. The app should automatically allocate additional payments to principal. I would like my payment applied to all principal. I feel like this is not a fair feature in their app to the consumer. The default for making an extra payment, should automatically be allocated to principal. The app makes you select principal only ... this should be the default. This occurred X/XX/18.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80134
Submitted Via: Web
Date Sent: 2018-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-20
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: My ex-husband had a credit card with USAA XX/XX/XXXX. He added me to the account as an authorized user so that I can use the card. I never authorized to be a secondary card holder at any point or to have any financial responsibility for the card because I did not work. When we divorced my ex-husband defaulted on this credit card account. USAA has been trying to hold me responsible claiming that I have authorized them to add me as a secondary user at some point which is untrue. USAA refuses to allow me to have my own checking/savings account as a result of my ex-husbands defaulted credit card. My ex-husband also filed for bankruptcy. I have contacted USAA numerous times to have this straightened out. I have even asked them to send me proof of a signed contract that I authorized anything. They sent me a letter claiming they found proof, however they did not send me any proof. They did not send a contract, no signatures, or any info on what kind of proof they had. This is because USAA is being untruthful. They are trying to hold me accountable because he defaulted and filed bankruptcy. I have never authorized them to put me on as a secondary member because I did not work while I was married. USAA has charged off this account over 3 years ago I was told by a Representative who said they could not help me get a checking/savings account. I have recently remarried, and my spouse is a USAA memeber and my current spouse is trying to add me to their existing checking and savings account. USAA is refusing the allow my current spouse add me to their checking and savings account. I have been trying to resolve this problem for over 12 years now. Please help resolve this issue. Thank you
Company Response: Company believes complaint relates to a discontinued policy or procedure
State: TX
Zip: 79912
Submitted Via: Web
Date Sent: 2018-01-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-18
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XX/XX/XXXX I submitted a dispute to my bank ( USAA ) and spoke to them in regards to transactions that occurred on XX/XX/XXXX and XX/XX/XXXX. I acknowledged that I did authorize transactions that were made in XXXX but also informed them that the purchased money orders from XXXX were lost and stolen and asked my bank if there was a way they can stop payment or assist me in getting a refund for the money orders since XXXX did not assist me in trying to recoup the {$4000.00} that was purchased at XXXX. USAA did give me a temporary credit of {$4000.00} but since I did acknowledge that the transactions were made by me they reversed the temporary credit. On XX/XX/XXXX I received an email from my bank stating that they would be taking the temporary credit on XX/XX/XXXX. I informed USAA that I agreed with their decision to take back the temporary credit because USAA should have not been responsible for trying to get the stolen money orders back for me. I informed them that getting my refund should be XXXX responsibility and that my bank has done everything that they can as a financial institution. On XX/XX/XXXX my bank took the temporary credit of {$4000.00} back from my bank account. After the temporary credit was taken back I thought that the issue was closed and USAA was no longer involved in my attempt to get my refund my from XXXX. On XX/XX/XXXX I received a confusing email from USAA stating that after conducting their investigation they decided to rule in my favor and that my temporary credit was going to be made permanent. This email was very confusing to me because I thought that this matter was closed since USAA took the temporary credit back from my account on XX/XX/XXXX. After receiving this email I called USAA to verify if this information that I received in the email was correct. I spoke to somebody on XX/XX/XXXX and asked them when the temporary credit would be made available to me. The USAA representative I spoke told me that the temporary credit was already there and was made permanent. This was very confusing to me because I did not receive the credit at all. The representative then informed me that USAA gave me a total of {$8000.00} and took {$4000.00} back in XX/XX/XXXX. This information given to me was completely false because I never saw a total of {$8000.00} given to me as a temporary credit. I asked the representative why would the bank give me credit twice for a dispute and she informed me that it was a " glitch in the system. '' I told her that I never saw the {$4000.00} credited to me and that I did see them deduct {$4000.00} on XX/XX/XXXX but never saw an extra {$4000.00} in my bank account. I checked my bank account on XX/XX/XXXX I saw that adjustments were made to my bank transactions to make it appear that I was credited {$8000.00} even though I never saw that transaction until XX/XX/XXXX. On XX/XX/XXXX I received an email from USAA stating that they investigated my dispute/fraud claim and stated that they were reversing the temporary credit given to me. This email was confusing to me because I thought USAA 's investigation was completed on XX/XX/XXXX. On XX/XX/XXXX USAA deducted a total of {$2000.00} from my bank account causing my account to go into the negative of {$1600.00}. This is very suspicious to me because the transactions that were made at XXXX occurred on XX/XX/XXXX and not on XX/XX/XXXX. Attached are the receipt from XXXX that shows the actual transaction date. The emails from USAA are also attached.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 95758
Submitted Via: Web
Date Sent: 2018-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-16
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Late at night on XX/XX/XXXX, I received a text message from USAA providing a 2-factor authentication code for account access that I did not request. I contacted the bank immediately, and discovered that a fraudulent individual had spoofed my cell phone number, attempted to guess my numeric phone pin and verbal phone password incorrectly multiple times, and had been asked only for the last four digits of my debit card number ( which must have been skimmed ) and was authenticated to make changes to my phone password and pin number over the phone. This fraudster clearly also could not provide the 2-factor code I received since they were only spoofing my cell phone caller ID, but still was permitted to change my phone password and numeric phone pin without it. Prior to this, I was told that my account was set to the highest security and that if the verbal phone password was not provided, no access to my account could occur over the phone. The USAA agent 's failure to follow the security procedures promised to me by USAA allowed this hacker to begin changing information on my account through the bank 's mobile app ( which they were able to download, and which I was told could only be downloaded once per account per USAA ). I initiated a fraud investigation with USAA within minutes of receiving the fraudulent 2-factor text and had my accounts frozen. I was told they would remain frozen for 72 hours and was told to " have a drink and relax '' by the agent, who treated me as if I was overreacting to the situation because " my accounts are insured ''. Two days later after no follow up, I contacted USAA again and was told the fraud investigation was still in progress and my accounts would remain frozen. Thirty minutes after the call, I received an email from USAA stating that my passwords and security questions had just been reset. When I called the bank immediately, they told me the fraudulent individual spoofed my number a second time and the USAA bank agent they spoke to reactivated all the frozen accounts despite the active fraud investigation being in progress. In the time it took me to call USAA immediately after the email was sent, this fraudulent person added a phone number to my account to divert my 2-factor authentication, and accessed my driver 's license and auto information from my auto insurance, my life insurance information, and all of my other personal information stored by the bank ( including my place of employment, etc ). I was forced to change my personal phone number while on the line with an agent to further deter this fraudster ( USAA told me they refused to perform call backs to confirm the number their customers are calling from because " it 's inconvenient '' ), and I had to change all of my other personal information because of the bank 's lack of security and failure to follow security features on my account. I again requested the verbal phone password be mandatory and was told it would be by multiple agents, but have literally never been asked for a password by any agent ( I have spoken to at least 20 different agents ) during any call I have made since. I attempted to follow up regarding the fraud, and was told no one could discuss the fraud attempt with me for an entire weekend ( from a Friday to a Monday ) because " the fraud team does n't work at that time '' and USAA had frozen my accounts ( allegedly ). The following Monday once someone would actually address the issue with me, I had to change over my account numbers for all accounts, and in doing so the bank agent made an error which caused the bill pay / transfer system to not function. The bank agent also " advised '' me during this call that I had a great credit card offer with USAA and suggested I call back the three credit reporting agencies I had just initiated fraud alerts and credit freezes with, unfreeze my credit, and apply for a new USAA credit card ( I ca n't make this up ). Because of the bill pay issue, I have had to call multiple times to follow up on this ( it still was not resolved as of XX/XX/XXXX). I have not been asked my phone password by one single agent at the bank. In reading community reviews of other attempted account takeovers at USAA, I have noticed many consistencies with what has happened to me which makes me concerned that bank agents are involved in these fraudulent takeovers ( or perhaps the bank was hacked and USAA has n't informed customers ). For example, the fake password they attempted to add to my account was " XXXX '' and dozens and dozens of reported account takeovers from other USAA members reported funds being withdrawn from XXXX, Florida ATMs. Additionally, the complete lack of security and blatant lies by the agents regarding the security of my account are appalling. I was told by dozens of agent supervisors that my account was flagged for fraud and NOT ONE single agent has confirmed my identity despite my account stating " Mandatory phone password '' in red ( per the USAA supervisors ). The agents involved in my experience also allowed this hacker to change over all my bank information without verifying me beyond a bank card despite many red flags such as incorrect PIN, incorrect phone password attempts, and inability to provide a 2-factor authentication code. I was never even notified that an attempt to access my account over the phone had been made ( you would think if someone called in and started guessing your personal information wrong that you would notify the customer of suspicious activity ). I currently have new accounts which I can not pay bills from, and until it is resolved I am essentially locked into the account ( as I can not transfer my own money, which is suspiciously convenient for USAA ). I feel that the bank negligently broke their own security policies, lied to me as a member regarding the security features on my account multiple times and then went beyond lies and promised security features that are clearly not used or enforced, aided in the theft of my identity, and I personally think that there may be USAA agents that are complicit in the account takeovers occurring with USAA. I am very disappointed in USAA after this experience. Given the numerous customer posts on USAA community boards that are all personally addressed in comments by USAA representatives, this bank is clearly aware of the methods these hackers are using to takeover accounts and should provide appropriate security for members. For me, what could have been a simple foiled attempt to access my account turned into a breach of ALL of my personal information, which has resulted in hundreds of hours of follow up, police investigations, and money spent on credit freezes and endless inconvenience all directly caused by the agents at USAA. And ultimately all they care about is whether I unfreeze my credit long enough to apply for one of their credit cards.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 229XX
Submitted Via: Web
Date Sent: 2018-01-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-16
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On a recent trip to XXXX I tried to withdraw money from ATMs numerous times. None of my attempts were successful, and the machine failed to return my card at my last attempt. My USAA bank account shows four ATM debits from my bank account. USAA initially issued adjustments on XX/XX/XXXX. However USAA reversed two of those adjustments on XX/XX/XXXX ( {$66.00} and {$480.00} ). Here are the following facts : On XX/XX/XXXX, I traveled to XXXX with two friends, both fellow USAA members who were next to me from the moment I landed until the moment the ATM failed to return my card. They can confirm that I received no money and have authorized USAA to speak with them to verify the facts I assert. On XX/XX/XXXX, right after landing, my account shows four ATM debits. Two {$26.00} withdrawals at XXXX XXXX XXXX ATMs, one {$67.00} and one {$490.00} withdrawal at XXXX XXXX ATMs. I never authorized any such transaction or this is a bank error. After landing in XXXX, XXXX, I attempted to use around four ATMs, one at the airport and several within the city. At each ATM I requested XXXX euros but I received error messages, and not a single ATM produced money or printed confirmation of my attempt. I was exhausted and jetlagged so I not know whether the ATMs I tried to use were with XXXX XXXX XXXX. I do know my debit card was not returned by a XXXX XXXX ATM. However, none of the requested debits were XXXX euros. Merely looking at this withdraw pattern should show something is amiss. It would be weird for me to attempt to withdraw small amounts twice in a row, starting at the airport, and then follow it up with a slightly larger withdraw somewhere else, and then an enormous withdraw slightly later on during the same day. When the ATM failed to return my card I ordered a new one from USAA because I could n't retrieve it before leaving. On or around XX/XX/XXXX, I disputed all four debits and the amounts were refunded and USAA began an investigation. On or about XX/XX/XXXX, USAA determined the two larger debits ( {$67.00} and {$490.00} ) were proper and provided the attached bank records, all in XXXX. Nobody at USAA we spoke with could explain what they meant. As a result, USAA reversed the adjustments. USAA appears to have sustained my XXXX XXXX XXXX disputes, but has never told me that in writing. On XX/XX/XXXX, my husband spoke to USAA a customer service agent who asked that I put everything down in a letter and send my details to USAA and ask my banker to reverse the debits on my disputed ATM charges, correct its erroneous adjustments and restore my money. After hearing nothing from USAA, my husband called back in mid-XX/XX/XXXX and was told my case and been closed. USAA had not communicated that to me. My dispute was reopened and sent to a supervisor who agreed to look over it. On XX/XX/XXXX, my husband received a call from a USAA employee who told me my dispute was closed as the bank had determined I had made the withdraws. He asked the customer service agent to put the determination in writing and the agent said he could not because of USAA 's policy. On a personal note, between my husband and I, we have been USAA members for over a century. My mom, brother, children, are all USAA members. The two friends I was traveling with are USAA members. We are all USAA members because of its strong customer service. It is inconceivable to me that my account should be debited, with an odd pattern, for money never received, and the bank would not sustain my dispute. I am at a loss and USAA has been unhelpful and uncommunicative. During its investigation USAA did not contact two of the women traveling with me, long-term USAA members. And USAA could never explain my account activity beyond telling me they were denying my dispute. A family member has suggested to me that the withdraw patterns indicated I may have been a victim of an ATM scam, but USAA has not provided any evidence of that and that would raise an important question : why did the scammers transactions go through when I, the legitimate account holder, was unable to access the money in my account? Put simply, if true, why couldnt I obtain money from the airport ATM in a major city but criminals could obtain money with my stolen or copied card and my PIN? If I were locked out, they should have been as well.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32308
Submitted Via: Web
Date Sent: 2018-01-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-16
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: XXXX XXXX XXXX I was falsely accused of elder abuse by my grandfather. We bought a trailer together for his book tour, ( I helped him finance the trailer ) and when him and I got in a family dispute he called in a false abuse claim. USAA then put the entire responsibility of the loan on me, closed my accounts, and froze my money for 45 days. Then reported negative information to my credit report. Despite the fact that I sent documentation and had witnesses come forth and say the information was n't true. I was told by the agent that " it does n't matter what I provide, they will side with my grandfather ''. I have tried getting these issues fixed directly with the company ( who I was a member with for 5 years ), they are n't willing to talk to me. They also froze me out of all of my online accounts so I have no way to manage my two loans with them.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92344
Submitted Via: Web
Date Sent: 2018-01-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-13
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: My XXXX report shows a joint credit card on my file as having a balance of over XXXX and late when not only is that account closed but the balance is {$0.00}. This error is causing my debt to credit ratio to be extremely high and is negatively impacting my credit. Additionally, this shows as a 30 day late when this is not accurate as NO bills were sent to me after moving and with USAA locking me out the account i had no way to determine the status of this account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 20171
Submitted Via: Web
Date Sent: 2018-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-13
Issue: Problem when making payments
Subissue: You never received your bill or did not know a payment was due
Consumer Complaint: After moving from my address in XXXX, NY I was locked out of my online account with USAA and was unable to view anything to include bills, balances or available credit. USAA has reported these accounts late when in all fact I was unable to see the account to determine when the bill was due, I was also unaware that they were n't still taking the balances out of the checking account on file, which was another USAA product. USAA reported me 30 and 60 days late on the following accounts XXXX - 30 days late in XX/XX/XXXX - XXXX - 30 and 60 days late XX/XX/XXXX/XX/XX/XXXX XXXX - 30 days late XX/XX/XXXX, the address on file for this account is n't even mine so I have no idea where the actual bill for this account went. The issue is ALL my business was with USAA to include checking, savings, car and life insurance and credit cards so when I was unable to access any of the accounts, everything should have been still set up with automatic payments. USAA closed my checking accounts and never notified me by phone or email and all attempts to restore my online access was stretched out and not resolved for over a year. These are inaccurate markings on my account and it appears as if USAA took payments when funds were available but NEVER informed me when funds were not available. I have so much respect for USAA and have tried on many occasions to resolve this as these inaccuracies are negatively impacting my credit. I even sent a goodwill documents asking them to resolve this and have been met with nothing but them stating this is accurate, however what USAA has not acknowledged is that all bills were electronic and when they restricted my access they prevented me having access to those statements. They have incorrect addresses on file and never responded to request to explain where these statements were sent, please help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-13
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: On XX/XX/XXXX I logged into my online account for my credit card with USAA. I clicked on a promotional offer for 0 % interest on a balance transfer. The offer was ending on that day, XX/XX/XXXX. I followed the steps and completed the balance transfer. The balance transfer went through but I did not receive the promotional rate. When I called USAA, I was told that the money did not post to the USAA account until a few days later thus missing the deadline. USAA does have the disclaimer that the deadline for money posting is XX/XX/XXXX but as an electronic offer, I feel that it was misleading to even still have the offer live on my account on XX/XX/XXXX if it was already going to automatically miss the deadline. If anything, when I clicked on it they could have easily given me a message to inform me that the transfer could take more than one day and would thus miss the offer. I received no notification of this and feel that I was duped into taking an offer that was really already null and void. USAA should have disabled the link earlier to reflect the true deadline for this offer. They could have also informed me in some other fashion that although my balance transfer was conducted through that link, it actually did not qualify for the promotional rate.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27520
Submitted Via: Web
Date Sent: 2018-01-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-11
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/XXXX I was notified that there was a fraudulent charge on my account. I immediately called my bank ( USAA ) and told them this charge was not mine. It was for XXXX XXXX Live tickets in XXXX for over {$1100.00}. When I called them they assured me that it would be taken care of. A few days later they credit my account for the fraudulent amount. On XX/XX/XXXX I was sent an email saying fraud claim denied and that they would be taking that amount back out of my bank. They attached a document, which they call evidence. They say to contact the merchant in XXXX to figure this out or call usaa number. The document showed that the customer, XXXX XXXX, from XXXX XXXX, CT is the purchaser with my card. I do n't know a XXXX XXXX. After some research he is a XXXX year old man. He is not an authorized user, the zip code doesnt match, I did not authorize this. I called USAA and this is where the trouble really starts. After almost 20 calls I keep getting passed to their executive resolution team who says they cant see anything. They tell me they re submit to fraud and to wait another 90 days. I call again after 90 days and explain. Then I get passed to fraud claims. Then back to Executive resolutions who promises to give me a call back within 24 hours. No calls returned. Never spoke to anyone that is actually helping me. They all appologize and say they can do nothing. Today XX/XX/XXXX I called and they are saying that since it 's over 120 days old that there is nothing to do and they have to follow policy. I can never get help and no one will escalate this to someone who can actually help. Now USAA is saying they are closing my account because I havent put in money in it during a certain amount of time. Im not going to put money in my account in fear of my money being taken and stuck in this endless loop with USAA. Furthermore the last person I spoke to said that it was in " charge off '' status but couldnt explain what it was. It sounds like USAA is preparing to put this on my credit.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32164
Submitted Via: Web
Date Sent: 2018-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A