USAA Credit Card Services

May 2, 2018   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your credit card account.   Our records show that your statement dated October 19, 2017, was mailed to the address on file.  You updated your...

address on November 2, 2017.  Your November 17, 2017, credit card statement was mailed to the updated address and accurately reflected an interest charge as the previous statement balance was not paid in full by the due date.  As [redacted], of our staff, advised you, there was no error in the mailing of your statements; therefore, we must respectfully decline your request to refund the interest charges.   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:USAA is required under their own terms and conditions to respond to EVERY complaint. Furthermore they owe an explanation of their conduct to ALL of their consumers. A response to Revdex.com detailing their explanation of actions in which USAA violated their own terms and conditions in not posting payments as required under USAA's terms and conditions. An explanation of the theft of the $ 182.50 funds is also required as we filed a arrest request with the San Antonio Police dept. and a request for investigation by the CFPB. These agencies look into matters of violations of laws and regulations. Revdex.com is designed to warn other consumers of poor and unethical business practices.What is USAA hiding from?
Regards,
[redacted]

October 20, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your second submission regarding your Signature Visa® with the USAA Savings Bank.    We regret that [redacted], of our staff, was unable to reach you by phone and email to discuss your concerns.  The additional interest posted because the merchant credit was not applied within the same statement as the original charge.  On October 13, 2017, we refunded the interest.  Should you have additional questions, please contact Ms. [redacted].   Thank you for the opportunity to review this matter and reply to you.    Sincerely,   [redacted]     Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

May 31, 2016 Mrs. [redacted] Complaint ID #: [redacted] Dear Mrs. [redacted]: I am responding to your submission regarding the checking account you hold with the USAA Federal Savings Bank (FSB). I regret any inconvenience this matter may have caused you. Please know that safeguarding the security of...

our members’ information is critical to our business. We actively monitor account activity and take action when suspicious activity is identified as a potential risk. These processes are in place to help guard against identity theft or fraud. Our records reflect that On May 12, 2016, you contacted the FSB and requested an ATM withdrawal limit increase. However, the subsequent ATM withdrawal triggered a review of your account. On May 17, 2016, your account access was reinstated as no unauthorized activity was found. I am pleased to learn that Hope Gallegos, of our staff, was able to address your concerns over the phone. If you have additional questions, she remains available to assist you. We appreciate you allowing us to reply to you. Sincerely, [redacted]

April 20, 2018 Staff Sergeant [redacted], USA (Ret.)Complaint ID #: [redacted] Dear Sergeant [redacted] I am responding to your submission regarding the cash advance fee assessed to your USAA credit card account.  We regret any frustration or inconvenience you...

experienced. Thank you for speaking with [redacted], of our staff, about your concerns.  Ms. [redacted] reviewed the account activity and confirmed the representative followed the appropriate steps to remove the fraud block on your debit card.  We are unable to determine why the fraud block was not removed at that time.  As a courtesy, Ms. [redacted] refunded the cash advance fee to your account as requested.  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.  Other bank products issued and serviced by USAA Federal Savings Bank.

December 21, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding your experience following the notification of fraudulent transactions on your credit card. We apologize for the frustration and inconvenience you...

experienced. Thank you for speaking with [redacted], of our staff, about your concerns and feedback. I understand that Mr. [redacted] confirmed the correct report has been filed and a new card has been issued to you. Our records reflect that credits for the fraudulent transactions posted to your new account on December 13, 2015. Should you have any further questions, Mr. [redacted] remains available to assist you. [redacted], please know that we are working diligently to address the hold times our members are experiencing when they contact us by telephone. We appreciate your service to our country and 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: No answer given, just abuse of policy. No resolution offered or Input to fix in the future, unprofessional "banking" at its finest. 
Regards,
[redacted]

July 5, 2016
 
Mr. [redacted]
Complaint ID #: [redacted]
 
Dear Mr. [redacted]:
 
I am responding to your submission regarding your mother’s credit card account with the USAA Federal Savings Bank.
 
Our records confirm that you filed an inquiry with the Washington State...

Attorney General’s Office (WA AG).  We will respond to the WA AG 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.

November 11, 2015[redacted]Complaint ID #: [redacted]Dear [redacted]: I am responding to your submission regarding your USAA American Express credit card application experience.  Thank you for speaking with [redacted], of our staff, about your situation and experience.  As Ms. [redacted]...

explained, we have applied the promotional offer to your credit card account as a courtesy, and we have made the change in our database so your name now appears as [redacted].  We appreciate you allowing us to look into your concerns and 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: The only way to get anyone to actually "review" your file from this business is to have to file a complaint with a third party. When I spoke with [redacted] she explained that the "tool" that is offered as a courtesy. I am very well aware how tools work nor was I under any impression that was pulling my credit for the credit card. However, again it is very misleading to provide a "tool" that shows a credit score and recommendations, then solicit offers to clients. One would believe based on both of these things that some sort of soft inquiry would have been done to prompt this offer to go out. Then to find out Equifax was pulled to review an application and the score and information is different than the "tool" you provide, complete bait and switch. When [redacted] went to go over my credit file with me over the phone she asked me questions as if she were brand new to credit and most certainly not privy to underwriting. My denial reasons were bankruptcy which I have re-established well since with no slow payments or derogatory since then and LOC and utilization. I attempted to discuss this but was shut down in every aspect an did not find any representative helpful, not even "hey thanks for always paying all of your auto policy payments on time and we see that you are a good client, with banking relationship, we will as a courtesy counter approve you with a small $1000 to $2000 to let you prove yourself"   NOPE. Nothing. Insulting. It feels very cold  :We will remove you from future mailings and you can call [redacted] anytime.- Thanks for all of that. But you didn't help me with balance transfers and you dinged my credit score after getting my hopes up that I was getting a credit card offer, because that is what it was! I only applied after getting the OFFER. I never apply for credit. I applied after using your tool to justify if my credit would be valid to meet your requirements. Guess not. Equifax was DRASICALLY different.. You should check the validity of your tools.  Bait and switch to the full extent. OFFERED CARD after using a invalid TOOL that you OFFER and DENIED card! Then TERRIBLE service..
Regards,
[redacted]

June 7, 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your credit card payments.
Thank you for speaking with [redacted] of our staff. I understand she offered to transfer you to the appropriate team to...

complete an application for payment assistance and you declined. If you have any 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.

August 3, 2016   Mrs. [redacted] Complaint ID #: [redacted]   Dear Mrs. [redacted]:   I am responding to your second submission regarding your application for a USAA Federal Savings Bank credit card.   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.

April 6, 2018 Mr. [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding the credit card account. We regret that [redacted], of our staff, was unable to reach you to discuss this matter.  Ms. [redacted] conducted a review...

of the account and based on that review, USAA has agreed to remove your name from the account. Ms. [redacted] submitted an update to the consumer reporting agencies to remove the trade line from your file.  Please allow up to 45 days for the change to reflect in agency records.  If you have additional questions, please contact Ms. [redacted] via the contact information she emailed to 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.

June 6, 2017
Sergeant [redacted], USAR
Complaint ID #: [redacted]
Dear Sergeant [redacted]:
I am responding to your submission regarding a credit card promotional offer.
Thank you for speaking with Vanessa Hernandez, of our staff, who confirmed the payments were allocated correctly and...

accommodated your request. 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.

[redacted]
*
[redacted]
*
[redacted] I am responding to your submission regarding a disputed charge on your credit card account with the USAA Federal Savings Bank (FSB).   [redacted], of our FSB staff, was unsuccessful in her...

attempts to reach you.  She confirmed that your prior MasterCard credit card was closed on May 7, 2016, due to the FSB’s conversion to Visa.  Your May 27, 2016, statement for the new Visa card ending in [redacted] shows a credit of $755.81 posted on May 10, 2016.   I regret that you had to contact us more than once regarding this matter, and your feedback was shared with the appropriate areas.  As indicated in the Frequently Asked Questions regarding the Visa Conversion on usaa.com, the MasterCard account still showed a balance and a credit limit as the result of leaving the MasterCard open as we transitioned to your new Visa account. The website noted, “Refer to your Visa account for your current balance and credit limit.”  It also advised that you should refer to your Visa account to make a payment. The MasterCard account was removed from usaa.com with a zero balance as of August 4, 2016.  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.

October 9, 2017
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. I apologize that we did not meet your service expectations as we make every effort to ensure our members’...

accounts are serviced efficiently and accurately.

Irma Lyons, of our staff, was unable to reach you to address your concerns. Ms. [redacted] completed a review of your account and $13.69 was refunded as a courtesy. 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

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]

February 8, 2016
Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your service experience and the interest charges on your USAA Platinum MasterCard. 
I regret the frustration you experienced as we strive to provide quality...

service to our entire membership.  Our employees are expected to be courteous and informative when they speak with our members, and coaching will be provided to those involved to ensure other members do not have a similar experience. 
Thank you for speaking with [redacted], of our staff, about your concerns pertaining to the interest charges on your credit card account.  As she explained, the purchases made on your MasterCard between April 16, 2015, and January 16, 2016, have accrued interest at the 19.90 annual percentage rate (APR) you were granted when you established your account.  This was as a result of the revolving balance, which forfeited the zero percent APR outlined in the terms of our offer.  If you have additional questions, Ms. [redacted] remains available to assist you.          
We appreciate the opportunity to look into this matter and respond 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: This dispute is not resolved, only acknowledged.
Regards,
[redacted]

June 16, 2017
Ms. [redacted]
Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your second submission regarding the limit decrease on your USAA Signature Visa® credit card.
We responded to your complaint on June 6, 2017. While we recognize that you disagree, we feel confident that the correct decision has been made. No new information has been presented that would warrant a change in our position.
We appreciate the opportunity to review your concerns again; however, we consider this matter closed.
Sincerely,
[redacted]
Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC