USAA Credit Card Services

March 16, 2016
[redacted]
Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your credit card account with USAA Federal Savings Bank. 
We regret the frustration and inconvenience you experienced.  Thank you for speaking with...

[redacted], of our staff, who issued the $100.00 promotional credit to your account and submitted a request to update the reporting with the consumer reporting agencies.  As Ms. [redacted] advised, please allow up to 45 days for the updates to reflect in your records.
Should you have any further questions, Ms. [redacted] remains available to assist you, and she 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.

August 15, 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding the payment on your USAA Signature Visa® credit card account.
After a thorough investigation of your concerns, our records indicate that the payment in question...

posted to your account on July 31, 2017. However, since you were misinformed by one of our representatives, as a courtesy, an additional credit of $49.84 was posted to your account on August 9, 2017. Thank you for speaking with [redacted], of our staff, who advised you of our actions. I hope your conversation assured you that your satisfaction is important to us.
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.

December 28, 2017
Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your second submission regarding the automatic withdrawals from your checking account to make payments on your credit card. I regret you had to write us again.
[redacted], of our staff, was unsuccessful in her attempts to contact you by phone. Nonetheless, she extends her apology for any misinformation provided to you on September 27, 2017, regarding the payment reversal. Please note that the online confirmation screen indicated that automatic withdrawals will begin with the next billing statement. Our records indicate that you have since cancelled the automatic payments plan on December 3, 2017; therefore, automatic withdrawals will no longer process.
If you have additional questions, Ms. [redacted] remains available to assist you. We appreciate you allowing us to reply to you again.
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 need to speak to [redacted](*) still regarding issues pertaining to my CC ending in 2128. I have left two voicemails, one on Monday/27th and a voicemail today the 28th.
Regards,
[redacted]

March 7, 2018
Ms. [redacted]. [redacted]
Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your second submission regarding your secured USAA Platinum Visa card.
We responded to your complaint on February 27, 2018. While we recognize that you disagree, we confirmed that the payment holds were appropriately placed. Unfortunately, [redacted], of our staff, has been unsuccessful in her attempts to reach you to further discuss your concerns. Please know that Ms. [redacted] remains available to speak with you.
Thank you for giving us another opportunity to reply.
Sincerely,
[redacted]
Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

December 1, 2017
Staff Sergeant [redacted], USA (Ret.)
Complaint ID #: [redacted]
Dear Staff Sergeant [redacted]:
I am responding to your submission regarding your credit card dispute, and I regret the frustration this situation caused you.
Thank you for speaking with [redacted], of our...

staff, who addressed your concerns and assisted with a resolution via a conference call with AT&T. We confirmed there was no adverse reporting to the consumer reporting agencies in regards to this matter. If you have additional questions, Ms. Watkins 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 16, 2017   Specialist [redacted] USA (Ret.) Complaint ID #: [redacted]   Dear Sergeant [redacted]:   I am responding to your submission regarding your Secured Visa® credit card with USAA Savings Bank.   Thank you for speaking with [redacted], of our staff, who...

accommodated your request.  I hope that your conversation with Ms. [redacted] reassured you that your satisfaction is important to us.  If you have additional questions, she remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

February 2, 2017   Dr. [redacted] Complaint ID #: [redacted]   Dear Dr. [redacted]:   I am responding to your submission regarding your USAA Savings Bank (USB) credit card.  I regret any frustration this has caused.    Thank you for speaking with [redacted], of our...

staff, who confirmed that multiple collection call attempts were made for your Visa ending in 1198, as the USB did not receive payment for the November and December 2016, billing statements.  Since the account was more than 60 days delinquent, we are unable to remove the adverse reporting from your credit report.  I understand that you have now set up automatic payments for your Visa credit card to pay the minimum due each month.  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.

June 6, 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]
I am responding to your submission regarding your credit card payments. I regret the frustration this situation caused you.
I understand you were able to communicate with [redacted], of our staff, through...

usaa.com. As indicated, the interest and late fees were waived and a request to remove adverse reporting was sent to the credit agencies. 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.

Major [redacted] II, USAF (Ret.) Complaint ID #: [redacted] Dear Major [redacted]: I am responding to your submission regarding the promotional offer on your credit card account with the USAA Federal Savings Bank (FSB). I regret any frustration or inconvenience you experienced as a result of this...

matter. [redacted], of our FSB staff, was unsuccessful in reaching you to discuss your concerns. She completed a thorough investigation and was unable to identify any other accounts that did not receive the promotional credit and concluded this was an isolated error. Nonetheless, the $10.00 credit was applied to your credit card account on June 10, 2016. If you have additional questions, Ms. [redacted] remains available to assist you and can be reached at [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.

December 12, 2017
Petty Officer [redacted], USN
Complaint ID #: [redacted]
Dear Petty Officer [redacted]:
I am responding to your submission regarding your credit card with the USAA Savings Bank, and I regret the frustration this matter caused you.
Thank you for speaking with [redacted]...

[redacted] of our staff, who completed a thorough review of your account. As discussed, a supervisor will work with you directly to continue the claim. 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 10, 2018 Captain [redacted], USARComplaint ID #: [redacted] Dear Captain [redacted]: I am responding to your submission regarding late fees assessed to your USAA credit card account. [redacted], of our staff, was unsuccessful in reaching you to discuss your concerns. ...

As advised in our prior response on March 28, 2018, we must respectfully decline your request to waive the fees, as they were assessed in accordance with the USAA Credit Card Agreement.  Late fees will continue to be assessed monthly if the minimum payment due is not received. If you wish to discuss possible payment programs, we ask that you contact our Member Assistance Team at your convenience at [redacted], Extension [redacted]. Mr. [redacted] was unable to validate your claim of rude service; he remains available to assist you should you have further questions. We appreciate another opportunity to reply to you.   Sincerely, [redacted] Credits cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

February 7, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your credit card with the USAA Federal Savings Bank.   Our records confirm that you filed an inquiry with the Consumer Financial Protection Bureau...

(CFPB).  We responded to the CFPB on February 6, 2017.    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.

Complaint: [redacted]
 
I am rejecting this response because: I made a payment on 7-31-17 for both cards. Not only did they say I need to make another payment they started putting on Xtra fees. That was  my August payment I'm not paying it twice.  They have not tried calling me at all. I received an email from them saying they're looking in to my case and that it. My cell is [redacted] if they need to reach me.
Regards,
[redacted]

November 8, 2017   Lieutenant [redacted] Complaint ID #: [redacted]   Dear Lieutenant [redacted]:   I am responding to your submission regarding your USAA American Express credit card.   [redacted], of our staff, was unable to reach you to discuss your concerns.  Nonetheless, she reviewed your account thoroughly and did not find any record of an automatic payment plan (APP) set-up.  Furthermore, during the dates of the credit card payment delinquencies, other online transactions indicate that you did have internet access.                     Ms. [redacted] did not locate any previous escalations or troubleshooting requests to substantiate your claim that you have been trying to set up APP for seven years.  We respectfully decline your request to update the consumer reporting agencies as the credit card is reporting accurately.  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.

Sergeant First Class [redacted], USA Complaint ID #: [redacted] Dear Sergeant [redacted]: I am responding to your submission regarding your MasterCard with the USAA Federal Savings Bank (FSB). Thank you for brining this matter to our attention. [redacted], of our staff, attempted to reach...

you by telephone and email to address your concerns. Ms. [redacted] reviewed the account and confirmed that your credit card was closed as you requested. The FSB acts in accordance with all banking regulations and with our core values of service, loyalty, honesty, and integrity, and we respectfully disagree with your allegations of wrongdoing. Ms. [redacted] remains available to address any additional questions concerning this matter and can be reached at [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:[redacted] said she’d be calling me back on Friday, February 23rd with the response from USAA bank. I have not received the promised callback, she discussed openly that it is at the discretion of the bank to withhold funds. I have no doubt she is not allowed by senior management to call me back.My USAA credit card payment record is perfect, all balances are paid in full every month, for over a year. Also this card does not have the ability to go over the limit, therefore should not be subject to withholding for going over the limit ($18). The most current reason stated for the most recent withholding incident was that the bank was waiting to see if other charges were incurred, at the same time declining all transactions posted after the full payment was received by them, including the $18 over the limit (supposedly not possible w/ this card), was FULLY satisfied and confirmed by [redacted] Bank. So no, this complaint is not unfounded. Much more, it proves the extremely poor customer service care and financial services systems administered by USAA, which is not acceptable for our military service members and their families.
Regards,
[redacted]

September 25, 2017
Mr. [redacted] Complaint ID #[redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your Certificate of Deposit (CD) and Secured Credit Card.
Our records show on April 8, 2015, you accepted the USAA Secured Credit Card CD Security Agreement that...

states you may not take any withdrawals from or cancel the CD while it secures your Secured Credit Card. [redacted], of our staff, completed a thorough review of your account and confirmed that as you did not perform an action to close the CD, it renewed automatically. If you close your Secured Credit Card, the CD will be used to pay off the balance and the amount the remains of the CD will be disbursed to you. If you have additional questions, Ms. [redacted] remains available to assist you. Please remember to use professional language when speaking with our employees.
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.

March 16, 2018
Staff Sergeant [redacted], USAFR
Complaint ID #: [redacted]
Dear Sergeant [redacted]:
I am responding to your submission regarding your debit card dispute with the USAA Federal Savings Bank.
I hope your conversation with [redacted], of our staff, helped reassure you that member service remains our top priority. As he confirmed, the merchant is willing to rectify the dispute with you, providing you return the defective merchandise. If you have additional questions, Mr. [redacted] remains available to assist you.
Thank you for allowing us to reply to you.
Sincerely,
[redacted]

November 2, 2016   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your USAA Savings Bank credit card, and I regret any frustration this situation has caused.   [redacted], of our staff, was unsuccessful in...

her attempts to reach you by phone.  Nonetheless, Ms. [redacted] researched your account history and issued a credit for your remaining balance of $25.08, as a courtesy.    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.