Date Received: 2017-03-24
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: Last year I found out my daughter had some fraudulent charges on her USAA checking. When we initially opened the account she was a minor and the account was put under my name. Last year I was checking my accounts and noticed that there was a check deposited for around {$10000.00}. There were also XXXX charges to XXXX different XXXX for about {$3000.00} each. I immediately contacted my wife to cancel the card ( I was stationed in XXXX at the time ) and I called the USAA fraud department to file a claim. Over the next few days we waited for someone to get in touch with us to figure out what the problem was. During this time my daughter made a police report to the XXXX Texas Police Department. A few weeks after the fraudulent activity I noticed I did n't have full access to all my USAA accounts ( Car Insurance, Home Insurance, Credit Cards, and banking ). Once again I called to see what the problem was. That 's when I found out that USAA was holding my daughter and me responsible for paying back the funds. I 've pleaded to them numerous times about why we 're being charged for something we had no knowledge of. All the reps I have spoke with said my daughter was not the one who did the fraudulent charges, but somehow she was still negligible. Their security practices are terrible. My wife has been issued numerous bank cards because of security issues. My son had a fraudulent charge in XXXX when he was at college in XXXX. I 've been with the company for XXXX years and I 've never had any problems until I started banking with them.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76542
Submitted Via: Web
Date Sent: 2017-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-03-23
Issue: Identity theft / Fraud / Embezzlement
Subissue:
Consumer Complaint: Usaa unfairly closed my account due to fraud which i did not commit and vague basis so now they sinister ways closed my account for good without merit or evidence and just assume i abuse and fraud their account and just misunderstanding the account the operator told me to close credit card and get a new card not knowing she was leading to the wrong direction on how to handle card fraud she told me to. Close account anyway just to be safe and the bank think I was misleading them which I did not intend to do because they saw the other transaction I admit I did but was confused on the other transaction so I followed the USAA operator and I closed the credit. Card to get new XXXX and now they closed my account because of fraud and mismanagement so that was unfair and unjust I 'm so frustrated now they gona close my bank accounts too and not do business with me all because the lady told me to closing knowing full well there was a big chance USAA will close the account it was disrespectful for a banking institution to do that at their discretion without credible reason and evidence it 's sad and unfortunate and it right now they want to no longer with. Me I. Ca n't even dispute. My them all in deaf ears it 's so rude too
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94590
Submitted Via: Web
Date Sent: 2017-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-23
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Bad Customer Service and Withholding of funds due to the mistake in calculations and inexperienced representative ( s ). On XX/XX/2017 I provided Proof of HO Insurance to the USAA representative. Same date I was advised that my escrow wil be recalculated and that the check with the amount to pay for the insurance will be sent to the Insurance company. Immediately I contacted the rep and advised that I already paid the full amount for the insurance. Representative advised that the check was issued and they can not stop it and that I will need to get in touch with the insurance company to get my money back. This doubled my mortgage payment and took 60 days and still i have not received anything back. I have been in contact with USAA representatives ( at least XXXX different reps ) since XXXX. Every single time i am told that the conversation was recorded and the records to my account were updated to recalculate amount and that i will receive information within 2 weeks. But every single time i called /wrote back, new representative asked the same set of questions and advised that this should be taken care of and will take another 2 week. I also have a string of e-mails reflecting the same. Escrow amount had to be recalculated 4 times because they kept making the same mistake. Once finally amount was recalculated and they figured out what they need to disburse back, the check never came. I was advised that it was issued on XX/XX/2017, but when i reached back on XX/XX/2017 i was advised that they can stop payment on that check and re-issue new one. I font believe that that check was ever sent. Again, the rep. advised it will take -3 business days to cut that check and another day for delivery. It has been over 60 days and no one even bothered to make sure it is prioritized.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33705
Submitted Via: Web
Date Sent: 2017-03-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-23
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I have an checking and savings account with USSA. My brother and I have a joint checking account, but separate car insurance policies. Ussa completed a ACH of {$170.00} from my checking account to pay my brothers car insurance without my permission. I spoke with Ussa customer service on XX/XX/2017 and they would not give me specific information about whom authorized with ACH of {$170.00} from my check account and where this {$170.00} was applied to. I pay my car insurance of {$58.00} each month from my checking account. I was on the phone with Ussa supervisor for more than an hour without getting detailed information about this transaction. I spoke with my brother and he stated that he did not authorize Ussa to completed any ACH transaction from my checking or savings account. Ussa stated that I could not sign a fraud letter due to my brother being on my checking account as the secondary on the account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MS
Zip: 386XX
Submitted Via: Web
Date Sent: 2017-03-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-22
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: USAA has decided to give me " limited access '' to their services. Being an online bank, I no longer have the services available to me that I need. For example, they 're reporting on my credit when I no longer have a credit account with them. To dispute this I need to access their online site to get the dispute form. Because I do n't have access I ca n't get the form to dispute the charge. Catch 22. I should have access to at least the most basic forms. USAA has a habit of doing nasty things to customers it finds as subpar. Never mind that I 'm a veteran. they 're really only care about money, and how to get it from vets. Their actions speak louder than the lovely sound bites they put on the radio.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97304
Submitted Via: Web
Date Sent: 2017-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-22
Issue: Shopping for a loan or lease
Subissue:
Consumer Complaint: My name is XXXX I 'm with XXXX out of XXXX, TX. We are a franchise XXXX and XXXX motorcycle dealership. I had a customer ( member number XXXX ) bring me drafting instructions from USAA for a motorcycle that we sold him. I titled the motorcycle and faxed all necessary paperwork to USAA expecting them to honor the draft the customer brought to us. 2 weeks after I had already given the motorcycle to the customer, and titled and registered it. I find out ( from the customer, not USAA ) that they will not honor the draft. The customer was unaware but he filled out paperwork for an auto loan and not a motorcycle loan. He was unaware of this at the time or he would have corrected it, it was not his fault. The fault lies with USAA 's loan officer, they had the VIN number and should have been aware of what they were buying before producing the loan document. USAA is unwilling to take any responsibility for the flaws in the way they conduct business. So, now here I am as the dealer with a sale that fell through that we worked so hard to earn and a motorcycle that is not in the same condition as when we sold it, and instead of making a profit I 'm at a {$650.00} loss on the deal because I 've already paid taxes on it. Also, my poor salesman that worked so hard on this deal will have a negative sales commission on his next payroll. Needless to say, I will not do business with any customers that come in my dealership with a draft from USAA. I will make them find financing elsewhere if they want to purchase anything from us.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 79424
Submitted Via: Web
Date Sent: 2017-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-22
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: Summary : On XX/XX/XXXX, USAA, our bank of 24+ years, suddenly and without any reason given, closed our savings, checking and credit card accounts. It took filing a complaint with CFPB to finally get a reason, which is a case of mistaken identity or possibly stolen identity. Regardless, after dealing for 2-months with USAA to get our bank statements, we discovered that they did not keep our auto-payment for the credit card in effect so now they are charging us finance charges and late fees, which we want removed. XX/XX/XXXX. I went to deposit a check and could n't get online. I called USAA 's help line and was informed that our bank accounts and credit cards were closed and that I 'd have no online access to and records, statements, insurance documents, etc. No reason was given for cancelling our accounts after 24 years of being a USAA member. We were told we 'd get the money from our accounts in 30-days, the reason for that long was they would handle all charges, credits, etc. Accounts effected : USAA Visa Card USAA Savings Account USAA Checking Account USAA Line of Credit USAA Homeowners Insurance USAA Auto Insurance USAA Life Insurance Policy for XXXX USAA Life Insurance Policy for XXXX It 's important to note that all our billable accounts were set up for automatic payment from our USAA checking and/or savings accounts. This had been the case for at least 10-years. XX/XX/XXXX. We finally received our checks, much longer than 30-days that we were told. We received no statements, no invoices, no bills, and no documentation for any of the above accounts, as all were set up for electronic download. But since I could not get online to retrieve, we had no way to balance our accounts and had no idea what may have been paid or what was n't paid. We received no phone calls or messages or email communications during this period. XX/XX/XXXX. I contacted USAA to request statements. I had to contact each department separately - banking, Visa card and insurance. They could not email me, only fax or mail. I received some statements but not all so I had to contact them again to send all statements so I could reconcile our accounts. XX/XX/XXXX. After finally receiving the hard copy statements, I manually entered in all charges into our accounting software ( XXXX ). Previously, this was all accomplished via downloading transactions. By the time I entered in all the transactions and reconciled our accounts ( 4 days ), I realized that USAA did not pay the credit card via auto-pay. No phone calls, no communication at all from USAA. But what our Visa statement did include was finance charges and late fees for three months. In addition to the Visa card typically being paid via auto-pay, I would also transfer into the checking account money from my business ( reimbursements for expenses and salary ), which was n't possible because I had no online access. We also have more than {$1000.00} worth of XXXX ( from Visa charges ) that could be put towards any balance, but was n't.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: CO
Zip: 80104
Submitted Via: Web
Date Sent: 2017-03-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-22
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: Usaa try to close my account and do n't want to do business with me because of a defect of not including the number on my account
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94590
Submitted Via: Web
Date Sent: 2017-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-21
Issue: Closing/Cancelling account
Subissue:
Consumer Complaint: While traveling overseas, I called USAA to discuss recent charges on my debit and credit card ( Sunday XX/XX/XXXX ). The representative and I agreed that there was no fraudulent activity on my card and no need for any action. For some odd reason that no one can explain ( after dozens of phone calls ), the representative deactivated my card anyway. I only learned of this on XX/XX/XXXX, when I went to an ATM machine and my card was confiscated. When I first called USAA, I was told, " if you have a problem with the bank that confiscated your card, you will need to work it out with them! '' I could n't believe it. Clearly, this bank only confiscated my card because USAA told them to do so. Numerous phone calls later and almost a week later, I received a new card in the mail - after some extremely unpleasant phone calls. This is clearly an instance, once again with USAA, where the front line personnel is so poorly trained and unprofessional that customers are left without any recourse. Moreover, I have been told that USAA can revoke my card at any time and without any reason. If I am traveling abroad, " I am out of luck. '' According to their representatives, they also have no responsibility to notify me that they are revoking my ATM or Visa Card. They can and will do this at will.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: NY
Zip: 10025
Submitted Via: Web
Date Sent: 2017-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-21
Issue: Incorrect information on credit report
Subissue: Reinserted previously deleted info
Consumer Complaint: USAA XXXX account still reflects XXXX late payments and XXXX unauthorized hard inquiry 's. This was said to be removed from my report. Nothing I seem to do will remedy the impact this still holds for my still developing credit history.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 370XX
Submitted Via: Web
Date Sent: 2017-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No