topic USAA Update in Credit Cards

USAA Update

Anonymous — Tue, 31 Jan 2017 22:40:48 GMT

Usaa recently opened a credit account with a 10k cl without my approval. If you want the whole backstory it's in another post. The last I heard they were sending it to fraud to have it closed in a way that wouldn't hurt my credit report. Fast forward to today and I call to check on the status. 4-5 reps later and I'm nowhere closer to having my problem taken care of. All they want to do is close the account and have me take a hit on my cr or just keep the cad and 10k cl. They keep asking if my wife opened the account behind my back which I found insulting. The funny thing is they keep admitting that they have no record of the application on file only that I somehow have an account. I explicitly tell them not to close the account bc they kept trying to be sneaky and close it. Well I just looked at my accounts online and the card is gone. I'm frustrated bc I know they closed it. I'm so mad right now and my impulse is telling me to get rid of all of my accounts with usaa but my better judgement is keeping me from doing it. I'm mad now but usaa has otherwise been good to me and I have so many accounts with them. Before you ask...the reason I don't want to keep the card is because I want a limitless and usaa only lets you have so much open credit plus it would make it harder to get in the future with an extra account. My question after this long vent which I thank you all for letting me do, is how bad will a recent card being opened and closed hurt my credit score? They've only pulled once on experian for the three cards that were opened(2 legitimate ones). Am I making a mountain out of a mole hill?

Re: USAA Update

Gmood1 — Tue, 31 Jan 2017 23:38:57 GMT

It also depends on how thick your file is. Chances are you probably won't notice any difference. I opened 6 accounts over the last 3 months. My scores are nearly unchanged. Only moving a few points up and down.

In the end the account will just add to your AAOA. I wouldn't sweat it at all.

Re: USAA Update

elim — Wed, 01 Feb 2017 00:03:33 GMT

Keep USAA around, They have a few things that are hard to find with other lenders (drag and drop free cash, etc).

I have a crooked insurance company that I deal with every other month. I make a couple calls, and they do nothing. Next, I use my final approach, which is to say "Hi, this is blah, XX bureau has advised me to keep a record of the call so I'm recording now... I'm communicating with blah co., the time is x, the date is x and your name is?" I then slowly explain what the error is and what I will accept for a solution (mine are worth about 1k each month). I let them know If nothing is done within xx days I will use this call to file a complaint with XX bureau. I am polite and understanding with the CSR. This gets it done (so far).

If it is their mistake... Enroll them in fixing it (I might bring up Wells Fargo's similar fraud).

The hit for a new account Is huge to me (5/24). I would make them fix it within 30 days.

Re: USAA Update

heyryan — Wed, 01 Feb 2017 00:08:04 GMT

If you really don't want the account showing (I don't blame you!), and it does show up on your credit reports, I'd recommend the following:

1) Dispute with the credit bureaus. Explain that you didn't open the account, you told USAA to REMOVE it, not CLOSE it, and they didn't comply, and that it's a fraudulent account.

2) File a CFPB complaint before they get gutted. That should get you a better response than the CSRs you've been dealing with.

As for dumping USAA, no one can tell you if that's the right course of action except you. I understand the impulse though. I recently dumped them - I'm not a full member, and they've changed their eligibility requirements so that I really couldn't do anything except their (sub-par) checking accounts. Also, I found the customer service has declined in the past few years, too - so they weren't valuable to me anymore.

Good luck, I hope you're able to get it all straightened around!

Re: USAA Update

Anonymous — Wed, 01 Feb 2017 17:36:14 GMT

Thanks for your advice. An update: This morning USAA flagged my account for fraud and locked me out of my online accounts. I took your advice after I called usaa and got nowhere again, and filed a complaint with the CFPB. Let's see if that solves anything. My experience from the past was that usaa was always top notch, but the past isn't the present and from what I'm reading they've gone down a ton especially compared to navy federal. I'm leaning towards closing out everything I have with them, but that'll be a lot of work especially the investment accounts so we'll see. Thanks again.

Re: USAA Update

heyryan — Wed, 01 Feb 2017 18:02:09 GMT

@Anonymous wrote:
Thanks for your advice. An update: This morning USAA flagged my account for fraud and locked me out of my online accounts. I took your advice after I called usaa and got nowhere again, and filed a complaint with the CFPB. Let's see if that solves anything. My experience from the past was that usaa was always top notch, but the past isn't the present and from what I'm reading they've gone down a ton especially compared to navy federal. I'm leaning towards closing out everything I have with them, but that'll be a lot of work especially the investment accounts so we'll see. Thanks again.

I'm sorry you're continuing to have issues with them! I know it's of little consolation, but you are definitely not alone. I've read a lot of stories on here, creditboards, DoC, etc that USAA is just not the shining star they once were. Most people swear up and down by them, but in 19 years they've never passed "meh" for me.

NFCU on the other hand, has fallen solidly into the "you rock" category for most of their products and customer service. They might be a little quirky, but they're solild.

If you wouldn't mind, can you let us know what happened with the fraud alert and the outcome of the CFPB complaint? Hopefully they'll do right by you eventually!

Re: USAA Update

Anonymous — Thu, 02 Feb 2017 00:09:37 GMT

Wow I'm sorry you're having so much trouble with USAA. Their customer service has definitely changed from what it used to be a couple of years ago which is sad because that's why so many people kept them.

Re: USAA Update

Anonymous — Thu, 02 Feb 2017 04:53:03 GMT

When you call customer service ask to speak to the office of the president. They will first transfer you to exec escalations which is unempowered, and then there is one step up. The people in that office are the ones who handle CFPB cases and have a ton of clout at USAA to get things done. I reconned a credit card with them and got a call back in under 5 minutes with an approval.

Re: USAA Update

Anonymous — Thu, 02 Feb 2017 05:04:01 GMT

All I can say is wow! I will definitely try this. Thanks so much! I will keep you all posted.

Re: USAA Update

Anonymous — Fri, 03 Feb 2017 03:58:02 GMT

Update: I got my account unlocked this evening. I was going to wait 48 hours and then try but I figured what the heck. I call and it's no big deal. They unlock it like it's nothing. I guess I finally got the right CSR. The funny thing is she had a bunch of notes on my account ready to go so I'm wondering if they already had that I made a complaint with CFPB on file. CFPB emailed me and said they had already sent it. She had me change like everything on my account and towards the end I asked why I had to do all that and she said bc my acct was closed for fraud and she didn't want it to happen to me again. I said it wasn't fraud. Nobody hacked me or anything. Y'all just opened an account without my authorization. She started to want to argue with me but just ended up apologizing for there mistake which felt so good to hear. Does it solve my problem? No. Do I believe they believe they are wrong? Hell no! I'm going to let the CFPB process play out and see where that takes me but at least I'm back in. Something I did learn from her was that USAA doesn't flag credit bureaus or alert them in any way for fraud. It would be up to me to do that. I've heard people on here say that my credit report would be flagged but at least with usaa they don't do that. Its part of a checklist they sent me. Real good to hear that. I'll keep y'all updated when I hear back from the CFPB.

Re: USAA Update

Gmood1 — Fri, 03 Feb 2017 16:54:56 GMT

I had a card number from one of my FNBO accounts stolen. FNBO closed the account and opened a new one. It shows two of the same cards on my CRs. One just shows closed because it was stolen. It made zero difference on my scores or future approvals. The positive AAoA will report for ten years. My feelings aren't hurt about that at all. Lol

The last time I saw a member take it your route. The financial institution dropped him like a bad habit. This wasn't USAA by the way. If he'd just let it be in his a case 1 HP. He'd still have that account today. He tried to get back in, but to no avail they didn't want or need his business.

Thanks goodness USAA hasn't taken the same route with you. IMHO this is a mole hill made into a mountain. This site makes people OCD over the silliest things.
Glad they unlocked the account for you. Navy fed doesn't offer nearly the financial perks USAA does..That's a fact..Not an opinion. It's like comparing apples to oranges.

Re: USAA Update

Anonymous — Sat, 04 Feb 2017 09:49:31 GMT

@Anonymous wrote:
Update: I got my account unlocked this evening. I was going to wait 48 hours and then try but I figured what the heck. I call and it's no big deal. They unlock it like it's nothing. I guess I finally got the right CSR. The funny thing is she had a bunch of notes on my account ready to go so I'm wondering if they already had that I made a complaint with CFPB on file. CFPB emailed me and said they had already sent it. She had me change like everything on my account and towards the end I asked why I had to do all that and she said bc my acct was closed for fraud and she didn't want it to happen to me again. I said it wasn't fraud. Nobody hacked me or anything. Y'all just opened an account without my authorization. She started to want to argue with me but just ended up apologizing for there mistake which felt so good to hear. Does it solve my problem? No. Do I believe they believe they are wrong? Hell no! I'm going to let the CFPB process play out and see where that takes me but at least I'm back in. Something I did learn from her was that USAA doesn't flag credit bureaus or alert them in any way for fraud. It would be up to me to do that. I've heard people on here say that my credit report would be flagged but at least with usaa they don't do that. Its part of a checklist they sent me. Real good to hear that. I'll keep y'all updated when I hear back from the CFPB.

I'm glad you were able to resolve the issues you were having with USAA.

Re: USAA Update

bourgogne — Sat, 04 Feb 2017 21:19:15 GMT

A line appeared out of nowhere and you are just considering closing out of your other accounts with them? I would cease doing business with them on the spot if it were me. what about a copy of the app or the ip address if it was web based, what do they say about that? I am a member of usaa and they are not even in the same ballpark as nfcu or penfed hence the reason you don’t see one of their cards in my sig. customer service must be a big deal with you based on your lineup, ever talk to the chase sapphire csr’s? amazing, they are without peer imo. It’s just a different version of wf which is why I am not with wf anymore; I will never do business or anything with someone that lies, cheats or steals

EDIT: your original link is http://ficoforums.myfico.com/t5/Credit-Cards/Usaa/m-p/4846415#M1413582 -- would have liked to know that this all happened off the same app, either your error or computer error, take your pick. It played out that someone there frauded you which is not the case imo.

Re: USAA Update

Aduke1122 — Sat, 04 Feb 2017 19:31:20 GMT

I would not close out all my accts with them USAA is a great company and sometimes when we rely of computers mistakes get made . I definitely understand your frustration in this , but I'm glad you got someone who admitted to their mistake and apologized for it . As far as it hurting your credit I don't see that it would hurt your scores at all , it would not have any negative effect I would think .

Re: USAA Update

Anonymous — Sat, 04 Feb 2017 20:18:26 GMT

Mini sort of update: Y'all are going to laugh. Are you ready? Usaa has a pre selected offer for another Amex plus on my account. Too funny. I understand both sides of the close or don't close. After talking with my wife we agreed that we should give them another chance. We just have too much invested with them. That being said I am going to let the CFPB complaint stand. It's insane that an account could just be opened like that. I've said it before it feels very WF. I always thought it was crazy that I got 3 cards with $35k sl with one pull. Of course the legitimate Visa hasn't reported as of yet so that could change. If things play out ok I'd like to get a limitless with the. They do have good products but for those saying the service is excellent I will have to beg to differ. It use to be a 9/10 but I feel it's more 6/7 theses days. I will update when I hear from CFPB. Thanks for your comments.

Re: USAA Update

Anonymous — Thu, 09 Feb 2017 15:52:14 GMT

Update: The office of the CEO called me today in response to the CFPB complaint I put in. They did there own investigation and long story short admitted they did create a duplicate account and the error was all them. They told me the steps they took to insure that it would not have a negative impact on my credit and basically did what I was looking for the other 6 or so reps to do when I called before. I was especially pleased that they were so willing to admit they made a mistake and not get all lawyery which made me even happier. It seemed like such an easy fix that didn't need to escalate that far and she agreed. She thought and I agree that maybe what tripped them up is that they can't explain why another account was open and she was getting with the tech department to figure that out in the future not so much for me but for the others it might happen too. I personally think it was human more than technical but am still more than satisfied with what was given to me. I know many will think I made a mountain out of a mole hill but to help explain...my son's college 529 is through usaa, his college future, and if you can't handle a credit card how can I trust my only child's future in your hands you know? Another thing I brought up was that I couldn't apply for the limitless card bc the site said I had reached the application limit. She couldn't apply for it but said she would find out why and have it taken care of. She even said she would let he underwriter know so that I could get it. Overall I'm happy with how the call went and while some trust has been lost, will continue my relationship with usaa.

Re: USAA Update

MASTERNC — Thu, 09 Feb 2017 16:23:56 GMT

Glad to hear you had experienced a positive outcome. I have multiple USAA policies and my main checking account with them. Until the Limitless card was available, I didn't think much of their credit cards, and the ones I had from earlier were SDed. There are definitely a few minor gripes (i.e. purchase alerts aren't real time, only when a charge posts) but I have been generally happy. What happened to you is a bit concerning but they did admit the issue and promised to fix it.

I can say for insurance, I haven't found anyone who can match the coverage level & service for the price.

Re: USAA Update

elim — Thu, 09 Feb 2017 16:40:31 GMT

Nice update! 11 years dealing with USAA I have never had a problem. Happy the mystery is solved, congrats.

Re: USAA Update

Anonymous — Thu, 09 Feb 2017 17:40:06 GMT

I wish usaa let you combine policies as part of an online quote. I keep hearing how usaa can't be beat. While I agree there service especially with claims are fantastic, I don't remember the prices being low when I had a policy with them back when. I'm happy with my Costco insurance. They saved me a fortune going through them, BUT it was combining policies with home and auto. I'm going to have to give them a call soon when my auto is due. It would be nice to have everything in one place.

Re: USAA Update

Aduke1122 — Thu, 09 Feb 2017 18:06:47 GMT

Hey TJT I am glad to see you are finally getting somewhere and that they fully admitted to their mistakes. I wanted to let you know that I have encountered that "application limit " thing when I tried to app for a cc a few mths ago , I was told by one of the reps that it was a security feature , and I could call amd speak to the security dept and have it overridden. Which I didn't end up doing bc it wasn't a big deal , I tried a month or two later and the apps went thru so I'm almost positive it resets at 3 mths