Date Received: 2017-03-14
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: Hello, We started a personal property claim with USAA for our laptops back on XXXX XXXX, 2017. SInce we are in XXXX, the XXXX claims office handle our dispute. Also, back on in XXXX XXXX I had a claim on two previous laptops which were settled with no problem. Now, XXXX XXXX was our claims adjuster. She was very brief and got back to us as soon as possible. I submitted everything showing the cause ( dropped, even though a power surge failure was listed ) she asked and then informed be itll be 5-7 business days for review. Well, that passed up and I began to get concerned. I called to speak with a manager, XXXX, whom was very helpful.She mentioned that someone ( I assumed our claim adjuster since that was the only person who we were communicating with ) was supposed to call and inform us that they needed to get a recorded statement from me, XXXX XXXX. That was handled within the same day. What frustrated me was that XXXX did not relate that information to me, as we literally spoke that day in regards to the claim then I had to ask for her manager. During the recorded statement, she asked why would I have 4 laptops? Well, convenience in our case especially for different purposes. I insinuated that there was some judgement within that. However, once we finished she informed me that it 'll be forwarded to our stateside office since thats who requested it. Into week 3, I recieved an initial contact from XXXX who was the special investigator who I assumed was the one who requested the recorded statement. Furthermore, I returned XXXX phone call 2 days in a row in which he did contact me the third day stating that he has training all that week and would get back to me once he return. Now, it has been 3 1/2 going on 4 weeks. FINALLY, I speak to him and he asks for a recorded statement. WOW!! seriously, so I mentioned ( several times ) that I had already did one with XXXX from the XXXX office here in XXXX. Well, we could never really get a good time to talk over the phone and he insisted that my husband, the policy holder, XXXX should be present. Which is/was very difficult with the time zone difference and being that my husband is military. After a few attempts, XXXX informed me that he 'll have one of their colleagues to assist whom is XXXX Who is here in XXXX. At this time a month has past, I submitted all of my paperwork requested, consistent run arounds, lack of communication so on so forth. I spoke with XXXX and we agreed upon a date to meet which was too soon for him being that he has other clients. I expressed my frustration with the claim and he began to get very disrespectful after I informed who that we could possibly do a phone interview ( to speed things up ). He insisted that he HAD to meet with my husband and a phone interview was not permitted. Okay, so I suggested Monday and that XXXX was initiating telephone contact but as stated above it was hard to negotiate time. Once XXXX became disrespectful ( keep in mind, I am emailing back and forth at work ) He calls my cell phone and then emails me threatening to contact my husband 's chain of command and to end the dispute due to me not giving him my husband 's cell phone number. My thing is, you can not insist that I insulted you because I expressed the inconsistencies with this claim which is quite frustrating. Overall, it is not professional to communicate threats in defense of insulted feelings, in the end, we are the customers and XXXX actions were highly unprofessional. I found out that he was a fraud investigator which threw me completely off. I did n't understand how a fraud specialist end up in the mix as this has never happened in the previous claims. The whole process was confusing, misleading, and lack of communication, discrimination as well.
Company Response: Company can't verify or dispute the facts in the complaint
State: AE
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-13
Issue: Billing disputes
Subissue:
Consumer Complaint: I had set up automatic payments with USAA to get my account caught up. After payment arrangements had been made I had the ability to pay off my credit card account, of which I did. I had called to stop the automatic payments ; however, they did n't stop. USAA is claiming I owe them for the NSF fees and automatic payments that did n't go through, even though the credit card had been paid off and had a balance of {$0.00}. After speaking with the dispute resolution team and providing the documentation of payoff, the representative I spoke with still insisted to not listen to what I was trying to say. To say that I had tried to stop automatic payments and tell me that the account rightfully had a balance, even if the card had been paid off and payments on an account that had a {$0.00} balance had been made.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97070
Submitted Via: Web
Date Sent: 2017-03-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-13
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: On Tuesday XX/XX/XXXX I made a purchase at a gas station for XXXX to get gas card kept coming back as not recognized after several attempts I was finally able to get it to go through. The next day I was to make a purchase to pay off a student loan debt to receive my college diploma which was totaling XXXX. USAA bank only allows a credit debit purchase if XXXX so I transferred XXXX into my active active checking to be debited from my institution the following day. After receiving notice of declined transaction I called into Usaa. To find out my accounts had been frozen for suspicious activity. The first reprensatitive I spoke with literally had me in tears during this call someone had electronically deposited XXXX into my account and withdrew almost XXXX out within a 24 hr time span and this representative incriminated me. He begin to tell me how since the checks had my name on them of course I wrote it And since it was done at a bank of course I did it! By the time this was over I had to hang up because I was in tears from the way I was being treated as a loyal consumer of this bank for almost 4 1/2 years of excellent banking history. I later found out I was a victim of identity theft police report, affavidait of foregy, identity theft report, email sent to Usaa, numerous calls and here it is 5 business days am I left with no debit card a frozen account and in the dark on a fraud investigation that the fraud analyst tells me looks suspicious so he is gon na have to bring in at least XXXX more people in order to get me information! Really USAA? Talk about consumer protection. I have wrote emails, I have called in everyday and still all I get is a representative with a attitude and a promise that someone will call me with no resolution. As if finding out all my infomation has been compromised Is n't enough to be incriminated and defaced is the worst. Under FDIC USAA has broken regulation d by allowing someone to make 11 XXXX withdraws in less than 24 hours on my account! I still have yet to be alerted of the check deposit the analyst told me Usaa has its own way of alerting me. But the representative I spoke to out her own mouth said wow we did n't send out an alert all I see is a insurance payment reminders.No kidding! Violation REG E because I alerted them within 2 days of the fraud and here it is day 5 without a correspondence of any sort and I have a strong feeling this case is gon na say I 'm liable. I have emailed and sent in oral confirmations of error with no correspondence. And I asked for another debit card which is still yet to be shipped and the 10 day provisonary is approaching for that as well. On top of being interograted about my own money Usaa wo n't even give me a debit card. If I do n't get a response me and my lawyer will be filing in small claims court for Defamation, breach of contract, negligence, intentional infliction of emotional distress based on the bank 's breach of fiduciary duty. This makes no sense what so whatever I never knew the bad reputation this bank had until it happened to me these people are horrible and you are just a number with them. I have been staying up late pulling my hair out because I do n't know what 's going on. I thought good of them until you need them loyalty nor good banking history means anything to these people.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76549
Submitted Via: Web
Date Sent: 2017-03-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-11
Issue: Other
Subissue:
Consumer Complaint: For many years, my former husband and I had insurance and a joint credit card with USAA Federal Savings Bank. We separated in XX/XX/XXXX. Prior to our separation, we never carried a balance of more than a XXXX dollars on our credit cards. During the separation, USAA required us to have SEPARATE accounts for our insurance -- so they knew we were separated. My former husband testified under oath that he had closed all joint accounts. Several months AFTER our divorce was final in XX/XX/XXXX, when I applying for a mortgage, I learned that the account was still active and had a balance of over {$9000.00}. ( I later learned that, after the divorce, my former husband had transferred that amount from another card in his own name. ) I wrote multiple letters to USAA, requesting information re this account and sent them copies of court documents re my former husbands statements. USAA refused to send me any information re this account. Soon after that, USAA sent me statements for {$5000.00} -- -under a new account with a new account number and in my name alone! USAA had their agents calling me multiple times a day but continued to refuse to send me any information re the initial account or how they had come to assign me to a new account. I hired an attorney who filed subpoenas for all documents r/t both USAA accounts. USAA refused to comply with the subpoenas. They are based in XXXX and I lived in XXXX. They are a huge conglomerate and I am one individual. My attorney advised me to ignore their requests for payment. That amount went into collections and was eventually cancelled. The cancelled amount was then considered as income by the federal government and I was required to pay federal taxes on it. After many years, the notation re that account was removed from my credit history and, as it was prior to USAA 's unethical and possibly illegal practices, my credit was excellent. Since that time, I have disposed of most of the records r/t this issue. Although, if needed, I could contact the attorney who worked for me on the case. Throughout this entire time, I kept my home and auto insurance with USAA. They never told me there was a problem or that I was considered a " restricted customer ''. I bought a car in XX/XX/XXXX and they were happy to insure it. I am in the process of buying a new home and called USAA to get a homeowners policy. However, after 12 + years of being a good customer, they are telling me that they can not offer me any more insurance products -- -UNLESS I pay off the disputed balance of that USAA Savings Bank credit card. Considering the facts that that debt was written off and I had to pay federal taxes on that amount, I think that is ridiculous, unfair and poor business practice. I hope it is illegal.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 15146
Submitted Via: Web
Date Sent: 2017-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-11
Issue: Making/receiving payments, sending money
Subissue:
Consumer Complaint: I have an auto loan with USAA and I chose auto pay and the payments began to default. I was unaware of this. USAA sid they sent out mail but I never received it as i have not been home. I have n't received ANY phone calls. Not one. I was notified by XXXX that my car payment went up and my credit report went down XXXX points. USAA claim to work in the XXXX favor. How is this working in my favor or best interest. My credit is being ruined by the very people that exist because I do. I was charged XXXX dollar late fees and my XXXX credit score ruined. When i called I spoke with 6 different departments in 2 days ( transfered ) and no one was willing to help. That is why I asked for a supervisor. No one is willing to remove the derogatory information reported on my credit report. Again no one tried to call me. Where does the Sailor Soldiers Relief Act come in to play? They do n't k ow if i was deployed or not. They did n't even try to find out either. They did the same thing when they denied my VA loan stating that i did n't fit criteria because i was n't going to occupy the residence within 60 days BUT for and active duty member it 's occupy within 6 months. Well my credit report was effected then too. I missed the house and my credit took a hit because they denied the loan and chose not to listen or research the information they were giving out. When i called and corrected them i received an apology and was told to reapply. The damage was already done. This is negligence and no consideration at all. Hassle free has been nothing but a hassle the past 365 days. Losing trust bad. They to nothing and do n't try and assist after the mistake was pointed out.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28390
Submitted Via: Web
Date Sent: 2017-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-10
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I opened an account at XXXX ( USAA ) around XX/XX/XXXX. Shortly thereafter, I became joint owner on my roommate, XXXX XXXX 's USAA account. In XX/XX/XXXX after I realized he had met financial difficulty, I asked that my name be removed as co-owner from his USAA accounts. I was able to do this through my own online account access. I completed the process and was successfully removed from XXXX XXXX 's account. I am attaching screen captures reflecting the completion of this process along with a confirmation from USAA indicating my request was complete. In the meantime, XXXX XXXX amassed obligations to USAA for an overdrawn account - the same account on which I was previously listed as an owner - and in the end, his financial obligations to USAA were discharged via Chapter XXXX of the United States Bankruptcy Code. However, even though I was successfully removed from XXXX XXXX 's account, USAA has blocked my own account access and services and has informed me that I am indebted to them in the same amount XXXX XXXX was indebted. Several months ago, I phoned USAA 's customer service, and without disclosing my name or account number ( I told the representative I had generic questions that were not account specific ), I inquired about the process to remove oneself from an account where he is the joint owner. Specifically, I asked if an account has a negative balance, is it possible to remove oneself from that account using USAA 's online services. The representative told me that it is not possible to complete such an action ; and that if attempted, the system would block it and return with a message requesting the member contact customer service for further details. I was removed from this account as co-owner BEFORE XXXX XXXX became indebted to USAA, yet USAA is continuing to hold me liable for this balance, and they are preventing me from accessing their full suite of services - services I would otherwise be eligible to access. Not only am I unable to view previous account data and records, I am unable to use the accounts I have housed with USAA. I was under the distinct impression that in taking action as soon as I discovered the joint-owner 's financial situation, I was protecting myself from liability and demonstrating that I did not contribute to this account mishandling.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21117
Submitted Via: Web
Date Sent: 2017-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-09
Issue: Credit card protection / Debt protection
Subissue:
Consumer Complaint: USAA Continues to violate payment allocation rules according to the Credit Card Act. " PAYMENT ALLOCATION Subject to certain exceptions, when a consumer makes a payment on his or her account, issuers are now required to allocate the amount of that payment that exceeds the minimum payment first to balances that are subject to highest interest rates and then to each successive balance bearing the next highest rate of interest. '' I have a promotional balance with a 0 % interest rate. My 1 Regular Purchase for {$450.00} and my 1 Cash Advance for {$500.00} both accrue interest at 16.15 % and 16.40 %. I 've been making several payments way above my minimum payment which has been {$0.00} on all my statements since XX/XX/2016. USAA has not been applying the payments to the highest balances with the highest interest rates first according the Credit Card Act rules or their own credit card agreement. From USAA 's Credit Card Agreement : " How we apply Payments. We may apply Minimum Payments and other credits other than payments in any order we deem appropriate. Amounts paid in excess of a Minimum Payment are applied to the balance with the highest APR. '' USAA has continued to adjust my payments to balances in order to continue subjecting me to paying interest on balances that should have long been paid off. I previously contacted USAA directly regarding my concerns and filed a previous complaint, yet nothing has changed. I was even told by a senior USAA executive that I would be getting the interest I 've paid reversed, that never happened either. Is there another federal agency I should be reporting this blatant violation too? At what point should I contact an attorney or file for legal action?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 325XX
Submitted Via: Web
Date Sent: 2017-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-09
Issue: Making/receiving payments, sending money
Subissue:
Consumer Complaint: Hello, Re-XXXX my name is XXXX XXXX XXXX, I have been paying XXXX mortgage through my checking account. I actually paid the full amount which was due on XXXX XXXX, XXXX, There is a problem with USAA lost Medication Department. ( XXXX XXXX ) has confirmed they have not received any payments. However, my bank which sends the payments. through electronic has confirmed XXXX has been accepting the payments. On XXXX XXXX, XXXX, I was on the phone with XXXX and my bank, and the bank confirmed the payment and the address. This information is recorded. so Please listen to the recording. XXXX XXXX has sent the letter from their research department ( XXXX ) XXXX confirming no payments have been made. Letters dated XXXX XXXX and XXXX XXXX XXXX. On XXXX XXXX I received my check uncashed from XXXX loss mitigation department. ( the check they say they did not receive ) photo attached. One thing Lost mitigation department can not lie about my electronic payments. XXXX XXXX actually sees the payments, XXXX XXXX has stated he will not send XXXX anymore funds all the funds will go to USAA corporate office. It is evident that someone at loss XXXX is trying to sabotage him. There is n't any reason for 5 payments received before XXXX/XXXX/XXXX and they are all lost and not received. The last electronic payment was returned, I have actually XXXX with signed confirmation to USAA Headquarters XXXX XXXX @ XXXX has advised no to do so. However, XXXX has lost faxes and payments. It 's evident there are issues. Here are all the payments sent. Which are {$2000.00}, {$200.00}, {$1600.00}, {$1800.00}, {$1800.00}, {>= $1,000,000} I believe these amounts take care of all the payment which were due. Now if XXXX XXXX sends them back and lies about it. XXXX XXXX actually have copies of the letters they have sent. She claims she ca n't listen to the conversation. It shows pure laziness and deceitfulness.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76227
Submitted Via: Web
Date Sent: 2017-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-09
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: InXX/XX/XXXX I made a XXXX payment to XXXX XXXX which was only one of multiple payments I had made out of that account towards that XXXX. For some strange reason USSA called that particular payment fraudulent activity and took back the XXXX payment which caused XXXX XXXX. I was all caught up on my payments and then USSA decided to get my XXXX repossessed which put a repo on my credit report that I do n't deserve. Not only that but I traded my XXXX XXXX XXXX on that XXXX so in affect they also took my XXXX XXXX and all the money I had spent on both vehicles. The reason for doing all this is because when I called to get my card released from hold status the person at USSA I spoke with decided that my voice did n't sound as old as my birth date would have suggested. Because of that my XXXX was repossessed on XXXX XXXX XX/XX/XXXX and my credit ruined. As if all this was n't enough, The last direct deposit I had sent to that account came up missing.I had taken my money I had saved from the month before out of the USSA account and had changed my direct deposit over to XXXX XXXX XXXX. The last one went into the USSA account but the money disappeared out the account and now they are trying to XXXX me out of the money as well as what they did to my XXXX and leaving me stranded for a year now..What recourse do I have?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: 540XX
Submitted Via: Web
Date Sent: 2017-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-09
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I have multiple accounts with USAA. ON XXXX/XXXX/17 USAA. On XX/XX/2017 I deposited a {$300.00} USPS Money order made out with me as the Payee into my Checking account. According to their Depository Agreement the funds should have been available with in 2 business days. USAA put a 7 business day hold on the funds. On the day before the funds would be released I had a balance of {$220.00} and an available balance of {$23.00}. At this time a {$30.00} ACH payment was presented. This would have caused a {$7.00} negative balance. My overdraft protection linked to my USAA Account Card was charged {$100.00}, but the {$100.00} was never deposited into the account, in direct violation of the depository agreement. At this time, I try to make a payment with my Checking Account Debit Card thinking the {$97.00} remaining from the overdraft transfer is in that account, but it is denied for insufficient funds. But, I ca n't use USAA Account Card because the {$100.00} overdraft transfer has been removed from it. The response from the CEO office 's representative was I ca n't help you, I 'll add it to the discussion list at our next meeting to see if something needs to be changed. Totally unacceptable.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30736
Submitted Via: Web
Date Sent: 2017-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes