Date Received: 2016-11-04
Issue: Closing/Cancelling account
Subissue:
Consumer Complaint: USAA representative kept telling me that an interest charge is not a finance charge. Based on this, and other misleading statements, I decided to cancel the card. It took me almost 30 minutes, and verbal abuse in order to cancel the card. I am a veteran
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33418
Submitted Via: Web
Date Sent: 2016-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-02
Issue: Can't contact lender
Subissue:
Consumer Complaint: I received a phone call several weeks ago from the following number,XXXX. The lady stated that her name is XXXX and that I have a legal matter against me from a payday loan. She stated that I received a letter back in XXXX for repayment. I do not have this document. When asked who the company was, she stated that it was from a USAA payday services. I told her I could not recall this. When asked about if I could have documents that can prove this, she stated that I owe {$750.00} and that I need to make this payment before any additional legal matters can be pursued against me. When I asked again for documentation, she stated that she did not have time to provide that but if I was unable to make this payment due to hardships, she can reach out to a board to confirm if I could make installment payments. I was placed on hold for 10 minutes and she came back and said that a board approved for me to make installed payments in the amount of {$250.00} to close this legal matter out. When I asked again if there was any documentation that she can provide to me before I can commit, she stated that I would received a document showing receipt of payment. When I asked her if there was any document regarding the so called original letter that went out back in XXXX, she failed to provide any information to me. I was transferred to a payment center by the name of XXXX ( XXXX ). When I asked the rep about who they were, she stated that the process for over 20 companies and is a third party of the entity that has filed a legal matter against me. Again, no one was able to provide any details surrounding this payday loan or provide any documentation that would be sufficient for me to confirm this matter. I was told to provide my checking account information as these people have my home address and phone number. They were able to locate me and stated that in order to ensure that this issue is resolved, I needed to sign this form to have the first payment come out of my account on XXXX. I reluctantly provided this information due to the people stating that I would receive a receipt, however, I am still questioning the legitimacy of this matter. I want to make sure that I am not be violated against as I strongly believe that I am as I researched this XXXX number and I see many complaints of a possible scam. I have been a victim of identity theft in XXXX for which I closed out my accounts and went to the police back in XXXX because of stuff like this. I do n't want to be a victim of someone who is attempting to collect monies or if this company is violating any UDAAP policies towards me.
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: MN
Zip: 554XX
Submitted Via: Web
Date Sent: 2016-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-02
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: This is a complaint against USAA for a combination of the company 's epic incompetence and deceptive business practices resulting in the improper denial of access to my accounts. Consequently, I seek your assistance in bringing an investigation against the company for a potential enforcement action. [ See attached letter for details. ]
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22042
Submitted Via: Web
Date Sent: 2016-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-01
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: On XXXX XXXX, 2016, XXXX XXXX XXXX XXXX wrote my wife and I to say they had added our daughter to our accounts, as requested. We had no accounts with them. I called them ; a fraudulent checking and savings accounts in my name had been opened XXXX XXXX. We were never notified. My wife and I verified to them this was fraudulent activity, and our daughter did the same. We told USAA we had no accounts with them, that these were opened using stolen identities, and that the accounts had to be closed and deleted. We were told that the accounts were flagged, marked fraudulent and cancelled. I called back on XXXX XXXX to verify this. On XXXX XXXX I filed an identity theft report with the XXXX Police Department : report number XXXX. Between XXXX XXXX and XXXX XXXX my wife, daughter and I received mail from USAA. ( The fraudulent account in our daughter 's name was opened showing our address as hers, so all her mail from USAA arrived at our house. ) Each time this happened I called the USAA identity theft division. Each time I was told the accounts were flagged and that no activity could take place on them and the accounts would eventually be deleted. On XXXX XXXX a letter arrived for our daughter from USAA Federal Savings Bank, XXXX XXXX XXXX, XXXX XXXX, Texas XXXX. This letter stated that a consumer loan taken out in her name had an overdue loan payment of {$840.00}. This loan, it turned out, was made on XXXX XXXX, 2016. My daughter and I called the identity theft folks, and they put us through to the loan department. That person put the information we provided her into another report and said someone would call me back in about three days to confirm that the matter was cleared up and the accounts finally closed. Not trusting this to be the case, since a fraudulent loan had been taken out in our daughter 's name more than three weeks after we were told by USAA that the accounts were secured, I called back on XXXX XXXX and spoke with another person in their consumer fraud department. She said that nobody at USAA had ever filed a report with their financial crimes unit, as they should have done XXXX XXXX. She then proceeded to take down all the information again and a report to that unit. She said I would receive a callback from them after 48 hours, and that they should be able to confirm to us in writing that these accounts were fraudulent, that they had been permanently closed, and that the notations sent to credit agencies about the " loan '' to our daughter would be retracted. I asked her how it was possible for someone to take out a loan against an account that had previously been reported as being fraudulent and which we had been assured could no longer be used. She said that " flagging '' an account only meant that it was marked internally as being a security risk, so when someone wanted to use it for something USAA would text them a security code to use to open the account for activity. They texted the code to the phone number given when the fraudulent account was opened. Someone opened a fraudulent account using a contact number that linked to a phone in their possession. They never confirmed the opening of the account with us at our legitimate address, and there was no security at all for the account when the unknown person later took out the loan. Regardless of what we were told over a period of nearly three months, they never secured the fraudulent accounts or protected us from fraudulent activity. They allowed a fraudulent loan to be taken out after multiple warnings, and assurances to us that it could never happen.
Company Response: Company believes complaint is the result of an isolated error
State: NC
Zip: 27604
Submitted Via: Web
Date Sent: 2016-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-02
Issue: Credit line increase/decrease
Subissue:
Consumer Complaint: USAA Savings Bank reduced my credit limit to XXXX from XXXX.with no apparent reason. At the time of this reduction my credit score was XXXX and I had a balance of XXXX on the card.more or less and account is current. Do to there reduction my score went to XXXX because I was at 92 % of my credit limit with them. The bank sent me a letter stating several possible reason of witch they did not pertain to me.I called them and asked for an explanation they stated they could not give an explanation that it was in my credit report. So i pulled my report and had XXXX banks review it. found no reason for this reduction. I have been a long tern customer and feel this is unfair. They have damaged my reputation unfairly.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33611
Submitted Via: Web
Date Sent: 2016-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-31
Issue: Other fee
Subissue:
Consumer Complaint: After recent cancellation of membership, I received multiple calls with attempts to collect a debt for a credit card in which I have submitted payments for previously with outstanding payment history. Though I submitted my payment via check XXXX did not acknowledge the payment so I resubmitted my payment via money order in which was deposited on XX/XX/2016. Through the many attempts to submit payment XXXX continues to raise the statement balance with outstanding interest fee and fails to update the payment balance. When I made my payment of {$350.00} my balance was XXXX, as of today the balance is XXXX and continues to increase with interest fees and no reflection of the payment of {$350.00} made in XX/XX/XXXX. I have contacted the Risk Committee, XXXX, XXXX, and may other individuals/departments within the bank dated back to XX/XX/2016. I have sent many letters to have this item removed from my credit report do to inaccurate information and lack of processing, but nothing remains to be done. I have contacted a lawyer to resolve this issue but the bank continues to draw a blind eye. Overall in conclusion, I have paid this credit card a total of XXXX times, once with a check and another with a money order. I have contacted the bank on numerous occasions but continue to have the phone disconnected and the issue not resolved. With my payment of {$350.00} towards a balance of {$360.00}, no payments have been reflected and interest continues to raise bigotedly and this installation continues to remain a huge burden hindering my valuable credit history. I have contacted a lawyer and the XXXX credit with attempts to resolve this issue but remain unsuccessful in this matter do to XXXX failing to reflect payment/paid off balance. Thank you for your help in this matter and I am greatly appreciative of removing XXXX defaults from my credit history and back rolling unnecessary inaccurate charges as a reflection of mishandling process on the banks behalf.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11427
Submitted Via: Web
Date Sent: 2016-11-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-28
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: I purchased a vehicle on XXXX from a XXXX dealership called XXXX XXXX. The vehicle 's original posting stated the car was in perfect condition and was recently fully service by a OFFICIAL XXXX service dealership/shop named XXXX XXXX also in Florida. The vehicle was purchased on XXXX/XXXX/2016 and the vehicle didnt arrive at my home in XXXX until XXXX/XXXX/2016. I drove the vehicle approximately XXXX miles, ( the original odometer and current readings can prove it ) as I needed it to go on XXXX leave and the car started leaking FUEL on the freeway and I was forced to stop immediately around the XXXX area. I had the car towed to the nearest XXXX service shop near my wife 's area called XXXX XXXX XXXX in XXXX. They charged me {$160.00} just to run a diagnostics to see what was wrong, and during this process, they explained to me that the fuel intake manifold was put on too tight causing it to fall off and leak the fuel ; which was later admitted by vista XXXX that they had messed this up during the initial servicing before it was shipped to me, which apparently made XXXX XXXX give XXXX permission to dismantle the vehicle without my consent, but no repairs have been done, the vehicle is still just sitting there with the work halfway done to it because no one wants to own up and assume responsibility for the repairs to be made. I dont understand why the vehicle was even taken apart for repair if no consent was given nor proof of financial assurance for the repairs were shown or given. Also, XXXX explained to me that the vehicle has aftermarket engine parts, which was not stated in the original listing whatsoever. The vehicle is currently at the XXXX XXXX location still, which as of today ( XXXX/XXXX/2016 ) is racking up a {$50.00} a day sitting fee, until this gets resolved. I had taken out a consumer loan with usaa to pay for the vehicle PLUS another {$1000.00} for the shipping equaling a total of {$13000.00}.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 923XX
Submitted Via: Web
Date Sent: 2016-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-27
Issue: Other transaction issues
Subissue:
Consumer Complaint: I live in XXXX ( XXXX ) and use the USAA Bank in XXXX, since I reached XXXX, to collect my SS payments, then once a year I transfer the amount to my XXXX bank ( XXXX Bank XXXX ). Never a problem until last week when I wanted to make another transfer. The international wire dept, said that they has new verification questions to ask before being to wire money. I said " fire away '' but they told me that their 'question qenerator ' would not give them question to ask to verify me - and therefore no transfer. I spoke with their banking dept. and then their technical department ( both gave me XXXX verification ). Both ( at different times ), transferred me back to the international wire department - but I get the same reaction : " we have some different questions to ask, so we still can not wire the funds to you ''. They refused to let me speak to a XXXX and no one has phoned me. I have no idea what the problem is and neither do the XXXX department ( referred to above ). I changed all of my login, pin code, and XXXX security questions thinking that this might be a good idea. But I still get the same reaction ( now XXXX working days ). My credit rating is gold plated ( in XXXX but, I suppose, in the XXXX as well ). USAA will not or can not say what needs to be done to break the log jam, and I am writing to you in the hope that you can determine what the issue is here and when it will be cleared up. ( I filled in your XXXX XXXX to show what ought to have occurred - but did n't ).
Company Response: Company believes it acted appropriately as authorized by contract or law
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2016-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-27
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: XXXX XXXX I contacted USAA and asked for guidance. I was nearing the conclusion of the escrow for my home at XXXX XXXX XXXX, XXXX XXXX CA XXXX. My home was under construction and nearing completion. My question was to a loan officer. I needed guidance as to what I could do to finish the back yard and other finishing construction needs once I closed on my home. I knew that I would have {$30000.00} in equity upon closing between the purchase price and the value of the house without the upgrades. I was advised to take out a personal loan with the purpose of converting it into a Home Equity Loan after closing. I was concerned that the payment was high and told the loan officer that I could only carry that payment of over {$700.00} for two months at the most. I was assured that I would only be responsible for that payment for 30 days at most. After several days of consideration and discussion with knowledgeable friends, I consented to the arrangement on the condition the loan would be converted right after closing in XXXX XXXX. I closed on my home, activated the USAA loan as agreed, and called to convert it to an Equity Loan in XXXX XXXX per our agreed plan. I was told nothing could be done at all because USAA 's technological system was being updated. I called in XXXX XXXX and was told the system was being updated and nothing could be done. I called in XXXX XXXX and was told the same thing. I called in XXXX XXXX two times and was told the same thing. I called twice again in XXXX XXXX and was told the same thing. I called three times in XXXX XXXX and was told the same thing. I called multiple times in XXXX XXXX and was told the same thing. I called in XXXX XXXX many times. The third or fourth call I was told USAA was not granting Equity Loans any longer. I asked what other options I had, and was not guided in ANY way. I called back in XXXX XXXX and was not guided or helped. I called back in XXXX XXXX and was told to go to another institution. I was not guided as to what institution or what to ask for. I called back in XXXX XXXX and was not given any options by USAA. I called multiple times in XXXX XXXX and was just told to hurry up and find something. I have requested someone from your office to contact me for help in finding a reasonable product. I have made this request in XXXX, XXXX, and XXXX. I have not heard from anyone in your office and it is XXXX XXXX. I am XXXX. I am XXXX. I am an XXXX. I have NO expertise in the financial world! I trusted USAA for many, many years and turned to you for guidance. I would never tell anyone to just hurry up and go into a XXXX a {$60000.00} show like XXXX who had no experience what so ever! USAA sent me out in a world I know nothing about to find a product to fix this situation. It has taken me months trying to figure out what products are available. I think there are alternatives for members of the military. I still am not sure what is out there. Unfortunately, I am not an expert in everything. I do n't know what to do anymore since USAA has not guided me after well over a year of asking. USAA has not lived up to our agreement. I trusted USAA without question and paid and paid a huge amount of money all the while asking for help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93306
Submitted Via: Web
Date Sent: 2016-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-27
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I had several accounts with the financial institution USAA, and recently they closed my checking account. I had no idea why as I was under the impression that I had a {$0.00} balance in that account as I had lost my job and had no income for a couple of months. Come to find out, they reversed a dispute that both they and the merchant agreed was invalid and recharged my account for the amount, overdrafting me and then closed the account as I did not make a deposit in the timeframe they required. At no point did my bank send me any correspondence about the actions they were taking on the account at all. In the meantime my savings account was kept open, so when my direct deposit for my first paycheck went into the account today, they blocked my funds from being used until I pay them the {$25.00} that I owe them. The entire process has been upsetting to say the least, especially due to the lack of clear standards and rules and most importantly ; communication.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78245
Submitted Via: Web
Date Sent: 2016-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No