USAA Credit Card Services

February 20, 2018
[redacted], USAF (Ret.)
Complaint ID #: [redacted]
Dear [redacted]:
I am responding to your second submission regarding the promotional balance transfer on your credit card account.
The credit card promotional offer indicates that each balance transfer and convenience check is subject to a transaction fee of three percent or $75.00, whichever is less. Additionally, to ensure fair and consistent treatment of our members, adjustments may be subject to monitoring or compliance with all applicable fair lending regulations. As such, the fee was accurately assessed as disclosed, and is non-refundable.
[redacted], thank you for another opportunity to reply.
Sincerely,
[redacted]
Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

May 9, 2017   Mrs. [redacted] Complaint ID #: [redacted]   Dear Mrs. [redacted]:   I am responding to your submission regarding your credit card account.  I apologize for any confusion and inconvenience we caused you and Sergeant [redacted].  Your feedback was shared with the...

appropriate areas.   The USAA Visa Signature® Guide to Benefits is available on usaa.com, and it contains detailed information about insurance and retail protection services.  Cardholders can file claims, which are processed by the Claim Administrator, or receive information about the services by calling ([redacted].   Thank you for speaking with [redacted] of our USAA Federal Savings Bank (FSB) staff. Mr. [redacted] conducted a thorough review of your account and confirmed that the FSB staff advised you that travel delays due to weather-related issues could possibly be covered.  As Mr. [redacted] explained, according to the Guide to Benefits, trip cancellations or interruptions due to weather issues are not covered.  Therefore, we must respectfully decline your request for monetary compensation.   Mrs. [redacted], I hope your conversation with Mr. [redacted] reassured you that your satisfaction is important to us.  Should you have additional questions, Mr. [redacted] remains available to assist you.  We appreciate you bringing your concerns to our attention and for allowing us to research the matter and respond.   Sincerely,   [redacted]     Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

Complaint: [redacted]
I am rejecting this response because:Your statement is completely untrue.[redacted] e-mailed me through the USAA app with an apology on Friday, March 2nd for not getting back to me with a response from the bank, and I responded that evening asking why she was unable to communicate. I received no response through her preferred communications channel. Instead, she called me late on Monday morning (5th) with a request to call her, which I did on Tuesday (6th)  but she was out of the office. You now have reported a false statement to the Revdex.com on Wednesday, March 7th. My previous complaints about wrongful withholding of funds and the more & more obvious customer services issues complaints make it impossible to accept your blanket statements that you don’t do anything wrong. This correspondence is the most consistent of anything that USAA has to offer in the way of communication. It certainly appears this way it’s because this is a publicity registered complaint since internal complaints are ignored or misaligned. I’m adding falsified reporting to my complaint against USAA.
Regards,
[redacted]

October 12, 2017
Ms. [redacted]
[redacted]
Dear Ms. [redacted]
I am responding to your submission regarding your credit cards.
Unfortunately, [redacted], of our staff, was unable to reach you by phone to address your concerns. Nonetheless, she completed a thorough review of your account. Our records reflect that the last payment we received was for the card ending in 2273 on August 4, 2017. Both credit card statements indicate that if we do not receive your minimum payment by the due date listed on the statement, you may have to pay a late fee. As we did not receive the minimum payments by the due date, late fees were assessed on September 3, 2017, and on October 3, 2017, for both cards. We confirmed late payment notices were sent in September and October 2017 and that you were not being billed twice. Please note that both cards have since been reported as 30 days past due. If you have additional questions, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]
Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

November 8, 2017   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. Newsome:   I am responding to your submission regarding the interest charge on your credit card account.  I regret any frustration this situation has caused you.   Thank you for speaking with [redacted]...

[redacted], of our staff, who confirmed that after a review of the call recording in question, you were correctly advised that your statement balance must be paid in full to avoid finance charges.  Therefore, we must respectfully decline your request for a refund of the finance charge, as no bank error occurred.  We are unable to provide you a transcript of the call recording, as it is considered proprietary information.  If you have any additional questions, Mr. [redacted] remains available to assist you.   We appreciate the opportunity to reply to you.    Sincerely,   [redacted]   Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

Complaint: [redacted]
I am rejecting this response because:i was not notified and a 14 year old cannot enter a contract.
Regards,
[redacted]

November 1, 2017   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your submission regarding a credit card account.   Our records confirm that you filed an inquiry with the Consumer Financial Protection Bureau (CFPB).  We will respond to the...

CFPB accordingly.   Thank you for the opportunity to reply.   Sincerely,   [redacted]   Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

June 9, 2016 Mrs. [redacted] Complaint ID #:[redacted] Dear Mrs. [redacted]: I am responding to your submission regarding your credit card with the USAA Federal Savings Bank (FSB). Thank you for speaking with Albert [redacted], of our FSB staff, who explained the events that transpired on your credit...

card. As he advised, the $1.24 interest charge was refunded to your account. If you have additional questions, Mr. [redacted] remains available to assist you. We appreciate you allowing us to reply to you. Sincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

Complaint: [redacted]
I am rejecting this response because:After speaking with [redacted], he did not give a reason why those payments were rejected. He did say he couldn't find an error, but most of my information has been removed in the system according to [redacted] and every representative I've spoken with. I want an explaination for the $313 payment USAA took from my bank account on 10/5/16. Why were they able to take a successful amount from the same account that I attempted to pay from twice, unsuccessfully, a few days prior? If there was a problem with my bank account, as [redacted] assumed, USAA would not have been able to take that $313 from that account. The only difference was that I tried paying online versus USAA taking said money. I also do not recall authorizing USAA to take $313. For months I tried to have USAA assist me in payments and no one was able to help me until they were desperate to close my account. Then suddenly, in small print in September's statement they announce that $313 would be taken in the next month on 10/5/16. And that was to this date, the only payment that succeeded. Please ask [redacted] to explain that.
Regards,
[redacted]

October 20, 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your credit card account.
Our records reflect that your credit card account became past due in January 2017 and was charged off in September 2017. The account was...

subsequently assigned to a collection agency to attempt recovery efforts. However, we have recalled your credit card account from the collection agency to ensure you can make payments directly to USAA. [redacted] of our staff, was unable to speak with you about his matter. If you have any other questions, Mr. [redacted] remains available to assist you, and he can be reached at ([redacted]-USAA ([redacted]) or ([redacted], Extension [redacted].
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]
Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

January 24, 2018   Major [redacted], USA Complaint ID #: [redacted]   Dear Major [redacted]:   I am responding to your submission regarding your mortgage payments.   Thank you for speaking with [redacted], of our staff, who confirmed that Nationstar Mortgage, LLC, who...

services your loan on USAA’s behalf, agreed to process a request to update the reporting for your July 2017 payment.  A letter confirming the update was sent to you separately on January 24, 2018.  We regret any frustration you experienced, and I hope that your conversation with Mr. [redacted] reassured you that your satisfaction is important to us.  If you have additional questions, he remains available to assist you.   We appreciate the opportunity to review this matter and respond.   Sincerely,   [redacted]

February 8, 2018
Captain [redacted], ARNG
Complaint ID #: [redacted]
Dear Captain [redacted]:
I am responding to your submission regarding the interest rate on your credit card. We regret any frustration this may have caused you.
Thank you for speaking with [redacted] of our staff. ...

As she advised, the account is currently at its best rate based on your credit profile at the time of the application. Additionally, in order to potentially obtain a lower rated, a new application would be required. I hope you found your conversation with Ms. Hernandez helpful. Should there be additional questions, she remains available to assist you.
Thank you for allowing us to reply.
Sincerely,
[redacted]
Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted] First, thank you for the response even though it took more than 1 week to respond. Next, I have been waiting for someone to call me for almost 3 months with this problem and no one except one person and I was not home at the time. I tried to call her back and left her messages 3 times and she never returned my call. You state that now you tried to contact me and that is false. There were no calls on my home phone or cell phone. I have been a member for more than 40 years and I spent 4 years in the US Air Force and I was honorably discharged. I hope you do not treat all your members this way. I will eventually be ending all my relationship with USAA. I am very disappointed and saddened by the treatment that I was given.

February 10, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your credit card disputes.
We regret any frustration you experienced, and we appreciate you peaking with [redacted], of our staff, about this matter. Ms....

[redacted] confirmed that the appropriate credits were applied to your account and agreed to send you additional information about the disputed transactions. Ms. [redacted] remains available to assist you if you have additional questions.
Thank you for allowing us to reply to you.
Sincerely,
[redacted]
Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

March 16, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding the outstanding balance and adverse reporting on your USAA Platinum Visa® credit card account with USAA Savings Bank (USB). I apologize for the frustration and...

inconvenience this caused you.
When we discover that matters have not been handled to a member’s satisfaction, we appreciate the opportunity to review our actions and to resolve the situation, as you allowed us to do. After a thorough investigation of your concerns, our records indicate that a reimbursement of $1,944.22 was credited to your closed USB MasterCard® account on August 2, 2016. The credit was then transferred to the Visa® account on November 16, 2016. As a result of the untimely processing, the late fees and finance charges have been reversed and the account now has a zero balance. Consequently, the appropriate documentation has been submitted to the credit reporting agencies to correct the adverse information on your credit report. Please allow 30-45 days for the updates to be reflected. We were unsuccessful in our attempts to reach you by phone to advise you of our actions. Nonetheless, should there be additional questions regarding this matter, please contact [redacted] at ([redacted]-USAA ([redacted]) or ([redacted], Extension [redacted].
We appreciate the opportunity to review this matter and to respond to you.
Sincerely,
[redacted]
Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

February 10, 2017
Petty Officer Second Class [redacted], USN (Ret.)
Complaint ID #: 11957089
Dear Petty Officer [redacted]:
I am responding to your submission regarding your dispute of a $210.99 charge. We regret any frustration you have experienced.
Thank you for speaking with [redacted]...

[redacted], of our staff, who discussed the status of your dispute. As she confirmed, a temporary credit has been issued to your account while we await a response from the merchant. If you have additional questions, Ms. Hernandez remains available to assist you.
Thank you for allowing us to reply to you.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

July 7, 2016 [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding a credit card promotional offer presented by the USAA Federal Savings Bank (FSB). I apologize for any frustration that you experienced. After a thorough review of the situation,...

the FSB has applied the promotional offer of zero percent Annual Percentage Rate (APR) through September 1, 2017. On June 25, 2016, a letter was mailed to you to confirm the rate adjustment and to explain the terms of the offer. In addition, a credit was posted to your account for the finance charges that you previously incurred. Should you have any questions, please contact [redacted], of our staff, at [redacted] or [redacted], Extension [redacted]. Thank you for allowing us to reply to you. Sincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

January 20, 2017
Mr[redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding the balance transfer on your Secured Platinum Visa® with the USAA Savings Bank. I regret that you had to contact us more than once about this matter.
Thank you...

for speaking with [redacted], of our staff, who discussed the outcome of our review. As she confirmed, the $225.00 balance transfer was credited to your account on January 17, 2017. As a courtesy, finance charges assessed to your credit card account for the last two months have been reversed. If you have additional questions, Ms. [redacted]s remains available to assist you.
Thank you for allowing us to reply to you.
Sincerely,
[redacted]
Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings
Bank, both Member FDIC.

April 20, 2018
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your credit card account with the USAA Federal Savings Bank, and I regret any frustration this matter caused you.
A thorough review of your account confirmed that on...

April 12, 2018, a new credit card was delivered to your address on file by FedEx. In addition, our records show that on April 17, 2018, a replacement credit card was shipped via First Class mail.
Thank you for corresponding with Luciana Watkins, of our staff, who mailed a copy of the USAA Rewards Program Terms and Conditions (Rewards T&C) to your address on file. The Rewards T&C are also located on usaa.com. If you have any additional questions, Ms. [redacted] remains available.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]
Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.