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USAA Credit Card Services Reviews (410)

June 1, 2016
 
Mrs. [redacted]. [redacted]
Complaint ID #: [redacted]
 
Dear Mrs. [redacted]:
 
I am responding to your submission regarding a fraudulent charge on your credit card with the USAA Federal Savings Bank, and I regret any frustration this situation caused you.
 
[redacted]...

[redacted], of our staff, was unsuccessful in her attempts to reach you by telephone to address your concerns.  Nonetheless, a thorough review of your account was completed, and as of May 19, 2016, a new card was mailed to you and your account has been fully credited for the fraudulent charge.  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.

April 3, 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your credit card with USAA Savings Bank. I am sorry to hear about the frustration you experienced as we strive to provide quality service to our entire membership. ...


Unfortunately, Irma Lyons, of our staff, was unable to reach you and would like the opportunity to discuss your credit card payments. You may contact Ms. [redacted] at ([redacted]-USAA ([redacted]), Extension [redacted], at your convenience.
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:Sir,First, let me say, that your record of dates is flawed. There is no way you mailed the statement on October 17, 2017 because I never received it. Also, when I called to change the address, your customer service assured me that the bill had not yet gone out. Hence either you or your customer service are not telling the truth. Either way I feel I am not responsible for the late fees and interest charges.This has been an ongoing problem for about 6 months. I have already canceled your credit card. Be aware that I currently own seven houses and my truck. I was in the process of changing all my insurance policies to your company. In light of your refusal to admit responsibility and total lack of customer service, I will be moving all my insurance needs to another company.Furthermore, you spend millions of dollars in advertisement stating how great your customer service is and how much you care about the veterans who served our country. I am a disabled Viet Nam era veteran and I expected more from your company. Yet for the sum of approximately $60 you refuse to admit your error in sending the bill to the wrong address. I realize now that all this respect of veterans is simply marketing lip service. In closing, I would like to state that you and your company are hypocrites.Sincerely,[redacted]
Regards,
[redacted]

December 11, 2015Mr. [redacted]Complaint ID #: [redacted]Dear Mr. [redacted]:I am responding to your second submission regarding your 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 to your concerns again.Sincerely,Brian CritesCredit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

January 16, 2018   Technical Sergeant [redacted], USAF (Ret.) Complaint ID #: [redacted]   Dear Sergeant [redacted]:   I am responding to your second submission regarding your debit card dispute.   We responded to your complaint on January 8, 2018.  In addition, as members of our staff previously discussed with you, your debit card was provided for payment, which implied acceptance of the agreed amount and the merchant’s terms.  Any contract disputes must be addressed directly with the merchant.  As [redacted], of our staff, advised you, the decision remains unchanged.   We appreciate the opportunity to review your concerns again; however, we consider this matter closed.   Sincerely,   [redacted]

December 21, 2015
Ms. [redacted]
Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your credit card ending in [redacted]
Our records confirm that you filed an inquiry about this matter with the Consumer Financial Protection Bureau (CFPB). ...

The USAA Federal Savings Bank responded to the CFPB inquiry 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.

September 8, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your credit card account with USAA Federal Savings Bank (FSB). I regret any inconvenience you may have experienced, and I hope you find the following information...

helpful.
Thank you for speaking with [redacted], of our staff, who thoroughly reviewed your credit card payment. As he confirmed, effective November 2016, the FSB requires members to indicate the entire account number on your checks when submitting payments to ensure timely and accurate processing. Since your check did not have the pertinent information, the payment was not applied and a $21.28 finance charge was assessed to the account. While the appropriate notifications were sent to members advising of the procedural change, as a courtesy, the fees were reversed. I hope your conversation with Mr. [redacted] helped reassure you that your satisfaction is important to us. Your feedback has been shared with the appropriate areas here at USAA.
Mr. [redacted], please know that our core values of service, loyalty, honesty, and integrity, are at the center of everything we do. 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.

March 8, 2016 [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your credit card with the USAA Federal Savings Bank. Thank you for speaking with [redacted], of our staff, who explained the reason for our position and the importance...

of making timely payments. The FSB acts in accordance with all applicable banking regulations as well as with our core values of service, loyalty, honesty, and integrity, and we strongly disagree with your allegation of wrongdoing. If you have 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 because: USAA fraudulently converted my USAA credit card debt into a personal loan secured by not only myself but a co-signer. USAA had first hand knowledge that I was seeking the loan to pay off the USAA credit card debt, accumulated and carried during my enrollment in graduate school, in an effort to pay off the debt more quickly and improve my credit score so that I could meet the requirements to be bonded for my job. However, the bank failed to disclose that my credit card had already been premarked for a reduction of my credit limit upon apparent payment of some or all of my debt. However, upon funding of my loan, and subsequent payment of my debt with the proceeds of said loan, the bank unilaterally and contemporaneously, and ultimately against my instant interest of improving my credit score, reduced my credit limit.USAA now represents that because the credit agreement allows for increases or reductions of credit limits they are absolved of any wrong doing however what they failed to address is that this reduction was unilateral and was directly tied to the payment of existing debt. Furthermore, they willingly admit that the account had been marked for a reduction as far back as the new year so the idea that they made this reduction independent of payment is already admitted. The conversion of my credit card debt resulted in not only a reduction of my credit score, through by the reduction of available credit and negative impact of establishing a new loan, but caused irreparable harm to my employment. USAA admits having knowledge of the adverse impact this loan would have and deceitfully continued to process the loan application because it directly benefited their bank. Establishing loans under such fraudulent circumstances cannot be tolerated. Certainly their assertion that they are not guilty of wrongdoing is not sufficient evidence to even suggest that they aren't.  
Regards,
[redacted]

November 18, 2016   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]   I am responding to your submission regarding fraudulent charges on your USAA Savings Bank credit card.  I regret any frustration this has caused.    Irma [redacted], of our staff,...

was unsuccessful in her attempts to contact you; nonetheless, a thorough review of your account history was conducted.  Ms. [redacted] is available to review your credit card statements, charges, and adjustments, should you wish to discuss your balance.  I understand that a previous credit was issued for a $15.00 late fee and $6.26 in finance charges.  No additional credit will be issued.    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 undersatnd they need documentation, I get that BUT-They issued this card and sent request for more documents about the same time and I think they should have sent the request and/or called me BEFORE they issued the card. Are they not affiliated with AFA insurance? I understood that is how I got on the mailing list for the credit card in the first place. Have had insurance with AFA since 7/2011. If they are not affiliated with the same them I apologize to AFA and so far have no problems with my insurance. I know this company tried to contact me several times but I've already lost hours worrying with this (I run my own business) and I don't have any more time to bother with them. If this had worked out I was going to see what their prices would have been on home & auto coverage too cause I know I am paying too high for my home , shop & vehicle but I've had this coverage for over 8 years and I'll just keep shopping. I've moved on and they need to but I won't go there again and will tell others how they do. I notice in Revdex.com reports this card has problems.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The USAA communication does not address or acknowledge that after overwhelming documentation from local police and a plea of guilty in a county superior court, that fraud was committed in the opening of the credit card and that USAA has taken appropriate action with the credit reporting agencies as well as the collection agency and that action taken be in writing.I have attached the lead detectives report to the county prosecutors office. The defendant plead guilty to 4 felony counts of related fraud.
Regards,
[redacted]

February 17, 2017 Mr. [redacted]Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your credit card account with the USAA Savings Bank. Thank you for speaking with [redacted], of our staff, who confirmed we issued you a...

temporary credit for the transaction.  We are awaiting a response from the merchant who has 60 days to respond.  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.

May 10, 2017   Staff Sergeant [redacted] (ANG) Complaint ID #: [redacted]   Dear Sergeant [redacted]:   I am responding to your submission regarding your credit card, checking account balance, and your request to restore online access to usaa.com.  I regret any frustration this...

situation may have caused you.   Unfortunately, [redacted], of our staff, was unsuccessful in his attempts to reach you; however, as he explained in his voicemail, we confirmed that the balance was paid and your access to usaa.com was restored.  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.  Other bank products are issued and serviced by USAA Federal Savings Bank.

June 26, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding your automobile loan with the USAA Federal Savings Bank. We strive to provide quality service to our entire membership, and we regret any frustration you have...

experienced. Thank you for speaking with [redacted], of our staff, about your concerns. As Mr. [redacted] explained, the vehicle is not in a condition that would warrant a recovery. Once the vehicle is in running condition, you may pursue a voluntary repossession with the recovery department. Should you have any further questions, Mr. [redacted] remains available to assist you. [redacted], thank you for your service to our country and for the opportunity to reply to you. Sincerely, [redacted] This is an attempt to collect a consumer debt. Any information obtained may be used for that purpose.

February 6, 2018
Ms. [redacted] Complaint ID #: [redacted]
 Dear Ms. [redacted]:
I am responding to your submission regarding debt collection calls, and I regret the frustration this matter caused you. Your feedback was provided to the appropriate area for review.
[redacted]...

[redacted], of our staff, completed a thorough review of your account and recorded calls. We processed a partial cease and desist as well as removed your phone number from the auto-dialer to prevent future collection calls to you. Please know that we act in accordance with all banking regulations and with our core values of service, loyalty, honesty, and integrity. Should you wish to discuss this matter, Mr. Wiggins, of our staff, is available to assist you at ([redacted]) [redacted]- USAA ([redacted]) or [redacted]) [redacted]-[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.

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]

May 7, 2018 Ms. A[redacted]Complaint ID #: [redacted] Dear Ms. [redacted]:I am responding to your submission regarding your credit card. We regret any frustration this situation caused you and we assure you that your feedback is important to us. Our business specialist will review...

you concerns and will follow-up with you directly in the next few business days.We appreciate the opportunity to review this matter. 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.
In fact, I am very pleased with the outcome and appreciate your assistance with resolving this matter.
Regards,
[redacted]

September 7, 2016 Master Sergeant [redacted], USAF (Ret.)Complaint ID #: [redacted] Dear Master Sergeant [redacted]: I am responding to your submission regarding your USAA Federal Savings Bank credit card. I regret any frustration you experienced.  Thank you for speaking with...

[redacted] of our staff, who advised you that the fraudulent charge had been reversed, and credits were issued for the $309.00 charge along with the $15.00 late fee and $2.36 in finance charges.  I understand that she confirmed that your credit reports would be updated in 30-45 days and would not show a late payment.  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.

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