USAA Credit Card Services

January 22, 2018   Mrs. [redacted] Complaint ID #: [redacted]   Dear Mrs. [redacted]:   I am responding to your submission regarding the promotional offer that you received for a USAA Visa credit card.  I regret any inconvenience this matter has caused.    Thank you...

for speaking with [redacted], of our staff, who reviewed your account carefully.  She determined that you were given incorrect information; therefore, she requested an adjustment to add the promotional offer to your Visa card, honoring the promotional terms.  Feedback was provided to the appropriate area to prevent a reoccurrence.  If you have any additional questions, Ms. [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 but go ahead and close it. USAA admitted to the mistake and no doubt numerous other veterans were misled about rolling over their credit limit to the new 2.5 cash back card.  I was informed over the phone that their leadership would not correct my credit limit problem because it would give favors to one veteran over the others. It would seem they would want to correct their mistake with mine and correct others as well. 
Regards,
[redacted]

November 16, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding a credit card promotional offer.
Our records show that on December 1, 2016, the promotional offer was sent to your spouse and stated, “Offer is only available to the...

recipient of this invitation.” On the same day, you applied for a credit card placing yourself as the primary cardholder. As the credit card was not applied for through the promotional offer, we respectfully decline your request to credit your account for the full $200.00 reward bonus. Nonetheless, as a good faith gesture, we provided a $100.00 credit. If you have additional questions, Elizabeth Osti, of our staff, is 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.

December 11, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding unsolicited credit card offers that you received from USAA.  We regret any inconvenience this may have caused you.   [redacted], of our...

staff, was unable to reach you to discuss your concerns; nonetheless, he reviewed your account and determined that when you called in July 2017, to request to be removed from marketing for all credit card offers, the representative did not submit any changes to your marketing preferences.  Mr. [redacted] identified the opportunity for improvement and feedback was provided.  He confirmed that there is no relation between the government list and USAA’s marketing preferences; therefore, being on the list did not prevent USAA from sending marketing offers to you.  Mr. [redacted] restricted marketing on your profile, which will prevent USAA from sending marketing offers to you in the future.  However, you may receive additional USAA mailings within the next four to six weeks as marketing pieces are usually scheduled and prepared prior to the actual mail dates.   We appreciate the opportunity to resolve 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

July 28, 2016
Mrs. [redacted]
Complaint ID #: [redacted]
Dear Mrs. [redacted]:
I am responding to your submission regarding the credit card you hold with the USAA Federal Savings Bank (FSB). I regret any inconvenience this matter may have caused you.
[redacted], of our FSB...

staff, was unable to reach you to explain the events that transpired on your credit card. Nonetheless, she reviewed your account and confirmed that there was a duplicate charge. A credit has been issued by the merchant for the duplicate amount. 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 24, 2017   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your submission regarding your secured credit card with USAA Savings Bank.   Our records confirm that you scheduled two payments dated September 9, 2017, and October 6, 2017,...

through usaa.com.  Both payments were returned due to insufficient funds in your external funding account.  Subsequently, your credit card became 60-days delinquent, and your certificate of deposit, which was used as collateral for the secured credit card, was closed and the balance of $3,524.65 was applied as a payment.  Your credit card was then closed with a remaining balance due of $234.20.  You scheduled two additional payments on October 20, 2017, and November 11, 2017, which were also returned due to insufficient funds.  There is no payment to be returned to you, and we respectfully decline to pay you for any fees you incurred with your external bank.   [redacted], of our staff, was unsuccessful in his attempts to contact you; however, he remains available should you have any additional questions.   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. Tell us why here...

Complaint: [redacted]
II did not ask them to take the payment out for more than the balance due on the card after it closed and yes it was returned because the amount they took out was more than the balance on the card.
I am rejecting this response because:
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.

Complaint: [redacted]
I am rejecting this response because: An automated response does not address my concerns. Why did my dispute get treated differently than anyone else? My dispute was filed on September 25 and still to this day is not resolved. After your rep told me they processed the dispute the 45 days started. Under [redacted] the merchant has 45 days to respond and that didn’t happen because your rep didn’t do what he told me he did. That is not my fault and now the  $1700.00 disputed amount should be permanent. You have violated a federal law and you should be held accountable for that. Please make that temporary credit permanent and hopefully when you reply to CFB you are honest and admit your violation. Again my request is that you make credit permanent of $1700.00 and admit you treated me different that you would others. You will be held responsible for lying to me and will continue to file this case until it is addressed and answered appropriately. 
Regards,
[redacted]

February 13, 2017
Senior [redacted] Complaint ID #: [redacted]
Dear [redacted]:
I am responding to your submission regarding your [redacted] credit cards. I regret any frustration you experienced as we strive to provide quality service to our entire membership.
[redacted], of our...

staff, has been unsuccessful in his attempts to contact you by phone to address your concerns; nonetheless, he conducted a thorough review of your account activity. Our records indicate that you contacted our office on January 6, 2017, to update your address to that of an APO. During the same conversation, you reported that the cards were lost/stolen; therefore, replacement cards were mailed to the new address. Subsequently, on January 24, 2017, you informed us that the Visa® card was lost/stolen; hence, a replacement card was expedited to you the same day. While our records show that the Visa® was activated on [redacted].com on January 29, 2017, and is currently in use; to date the MasterCard ® has not been activated.
[redacted] remains available to assist you should you have additional questions. He can be reached at ([redacted]) [redacted] ([redacted]) or ([redacted]) [redacted], Extension [redacted].
Thank you for allowing us to reply to you.
Sincerely,
[redacted]
Credit cards are issued by [redacted] Savings Bank and serviced by [redacted] Federal Savings Bank, both Member FDIC.

October 23, 2017 Mr. [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your Visa credit card issued by the USAA Savings Bank (USB). [redacted], of our staff, was unsuccessful in reaching you to discuss the USB’s nonrenewal of...

the Visa ending in 4845.  A letter dated September 1, 2017, was mailed to you with the reasons affecting our decision, and we must respectfully decline your request to restore the account.  Although the Visa is closed, you remain responsible for the outstanding balance pursuant to the USAA Credit Card Agreement.  Monthly statements will continue to be mailed to your address on file, which is the same address listed in your submission.  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.

October 13, 2015 [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your credit card account and access to usaa.com. We understand each person has a unique financial situation and that certain life events outside of his or...

her control may cause difficulties.  In keeping with the company’s core values and our commitment to the membership as a whole, USAA has adopted a policy that affects members who do not meet certain obligations with us.  To the extent allowed by law, our business policy prohibits USAA and our affiliates from doing business with a member who has caused USAA to suffer a financial loss.  When this basic principle is compromised, we believe it is in the best interest of the association to limit access to usaa.com.  Our representatives are available to process any transactions or assist in servicing your existing accounts.  Additionally, we offer a limited view of your accounts on mobile.usaa.com, which can supplement the account information you can get by mail or telephone. If you have any questions, [redacted], of our staff, is available to assist you and can be reached at [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.

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]

Complaint: [redacted]
I am rejecting this response because:He was just talking around what actually happened on my account. I have the proof of my payments. I no longer wan to talk with them again.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: While I appreciate the follow-up, the response is incomplete as the issue has not been resolved. An acceptable solution and answer is still pending in order to close this complaint.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: USAA response did not verify an acceptance of settlement agreement with Northland Group. Also, USAA response did not indicate that Northland Group can make agreements on USAA's behalf.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:It is not resolved, the company basically tried to put a band aid on it by reducing the interest for one year. I'm pretty sure I'm eligible for all six, but I have the base Jag looking into it. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:USAA needs to acknowledge to me and Revdex.com that the credit card number they used to place a $3000.00 charge on my account, is not my credit card number!!I have it in print, yet they still lie about it!!!
Regards,
[redacted]

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

confirmed that the appropriate credit posted to your credit card on December 22nd, 2016, and he remains available to assist you if you have additional questions.
Thank you for your membership and 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.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. When I spoke with [redacted] I advised her I would be filing a formal complaint with the CFPB and was told "Ok", so this should come as no surprise. However now as a result, my auto insurance that I have had for almost a year (with no tickets or accidents and always paid almost 10 days early) has been increased!! USAA is calling it a "share of risk", but the fact that the increase come just days after I file a complaint with the Revdex.com and the CFPB then I receive notice of my policy increase days later of almost $90.00. That is retribution, certainly not a fair banking practice! Thank you.
Regards,
[redacted]