Date Received: 2023-02-10
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: USAA Closed a credit card account without sending any notice they were closing that credit card ( account number ending in XXXX ) nor did they send any notice for reasons they used for the card closure. The claim they sent a letter XX/XX/2020 informing me of this. Letter was never received. The letter they claim to have sent, and have since furnished, indicates closure of credit card with an account number ( credit card account ending in XXXX ) which does not exist. They are reporting a closed account to the credit reporting agencies, this has a negative effect on my credit score which has resulting in financial loss to me. I have uploaded the original letter they allege they sent, with the account number XXXX as well as a credit card statement from the same time period showing the credit card account number ending in XXXX. I have attached the letter USAA furnished, a XX/XX/2020 letter with a credit limit review as well as a statement showing my USAA credit card account number.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19382
Submitted Via: Web
Date Sent: 2023-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-10
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: My account is marked as me owing money and my Social Security check is being held by the bank nothing has been discussed with me its been ongoing for 6 weeks. I cant pay my rent and bills.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-10
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: USAA Bank/Insurance due to a system error by USAA charged our account twice for an insurance payment once on XX/XX/XXXX XXXX XXXX and once on XX/XX/, XXXX Refuses to refund money ( it is the same company USAA Bank and USAA Insurance ) continues to say it will take 10 days to investigate the dispute. Continues to return automatic payment for insufficient funds and causing us to receive returned item fees from the companies the payments are returned to and causing damage to out credit because it shows we have missed/paid late on these credit accounts. Refuses to agree to cover the fees that are caused due to their mistake not ours.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85296
Submitted Via: Web
Date Sent: 2023-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-08
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: DATE OF LAST REQUEST : XXXX XX/XX/XXXX I have attempted for approximately 1 year and spoken with several agents and the USAA Executive resolution team to get my debit card for an account ending in XXXX to read XXXX XXXX XXXX XXXX XXXX. I have been with USAA for more than 20 years, and USAA representatives have verified that my card reads appropriately ; " they also verified someone removed it before it was shipped. '' I received my other card and had no problems with my name displaying correctly as this is how my cards have displayed since approximately XXXX, more than 10 years. I have expressed to USAA on multiple occasions that someone internally has been tampering with my account because several unexplained occurrences have occurred. It is disheartening that I have to go so far as a Consumer Financial Complaint on USAA to have my concerns taken seriously. The multiple complaints made about someone continuously tampering with my account, from removing coverage from my insurance when I had USAA Insurance to locking my account. There still has been no resolution, and I continue to be harassed with passive-aggressive antics by what I deduced is an employee, as they are the only ones who would have this access. The complaints I have made over the years ; USAA, on XX/XX/XXXX ; sent a members notification titled " Imposter Scams Are On The Rise, '' advising its members that individuals are posing as USAA Representatives ; confirming some of what I continued to express to USAA over several years ( e.g., receiving calls from USAA asking information, documents being sent asking information does not look like USAA correspondence ). At this point, I take it as disrespect as I have been a loyal member for more than 20+ years ; and have received multiple cards with my name reading correctly on my other account, even " after '' requesting it for the account XXXX. I requested a call from the Executive Resolution Office to expedite the card that I have been waiting for more than 1 year without charge to my current location. It has been sent approximately 5 times incorrectly after being verified it reads correctly XXXX XXXX XXXX XXXX XXXX before being shipped. The other issue with my account will be addressed using external remedies ; this has gone on for too long. XXXX XXXX XXXX XXXX
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: CA
Zip: 90046
Submitted Via: Web
Date Sent: 2023-03-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-07
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: The account is : USAA FEDERAL SAVINGS BANK- SAN AN # XXXX USAA approved a car loan in the amount of XXXX, and an individual that was not me retrieved the check and used it ; based on my investigation, the information listed on the check was not my name, but my social security number was used for the credit approval of the loan. This has been removed from my credit several times but continues to reappear. I have never signed any documentation and didn't apply for this loan. This account is fraudulent.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28304
Submitted Via: Web
Date Sent: 2023-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-07
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: Back in XXXX, I set up auto pay of my mortgage ( XXXX ) to be taken out and paid electronically every month on the first of each month when the payment was due. On XX/XX/XXXX, I contacted my bank ( USAA ) to inquire about why my mortgage payment was not being processed on time. I had noticed several months ago ; around XXXX, that the payment was being processed 6-7 days later. When I asked why, I was told that it could be an issue with the Merchant ( XXXX ) not accepting the payment electronically or my banking institution felt they needed to change it for whatever reason they deemed fit. I explained that I have had it set up that way for the past 5 or so years and that I did not appreciate the change considering that I did not want my mortgage payment to be sent late. They stated they could not handle when the mail was being picked up at the facility that now handles writing the checks for USAA. ( If I wanted a check sent out, I would did it myself ) I stated that I would like to speak with them and they told me that was not possible. USAA could not give me a valid reason for this change and told me they could change it at anytime they wanted to without notifying me of this change. I am very frustrated on the non-answer answer that I have received and would like details into this situation. I do not want my payment to be late and incur additional charges because the bank deemed it so. At this point, I am not confident the bank can handle the needs of my family and what we ask of them to provide for us.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30809
Submitted Via: Web
Date Sent: 2023-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-07
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I am filing this complaint for the mishandling of a dispute. I disputed a charge where I did not receive a completed service at a lash studio franchise. After the issue was brought to the managers attention the same day, I showed them my incomplete eyelashes and was given an apology and then advised to come back the next day for the service to be completed free of charge. After the funds were debited from my account the next day, I received a text message from the manager stating that I will now have to pay and because I was not satisfied with her changing the agreement she then told me not to come at all. I disputed this with USAA on XX/XX/XXXX where I received a reversal credit. I was then sent notification to upload documents on XX/XX/XXXX which I did and for some reason they were not received. On XX/XX/XXXX, I got another message asking to upload the documents. This time around I called to see why they had not received my prior documents and if there was a mistake, to which they stated they did not have them. So I proceeded to reupload the documents that included all the back and forth messages where the merchant fully acknowledged agreeing to complete the service and then changes her story as to why I now needed to pay. I also provided pictures of my lashes. As well as a screenshot from their company website detailing that services take approx XXXX XXXX for a full service and every natural lash receives a false lash. In the documents I provided the girl did not even take XXXX minutes. On XX/XX/XXXX, I got another notification from USAA stating the dispute was not found in my favor and they would do a reversal credit. My complaint is that this case was not thoroughly investigated as I gave more than sufficient evidence. I have also had a prior issue in the past with this bank not properly investigating disputes and was told by a very rude USAA representative over the phone that it was too much for them to go through every single message due to the volume of disputes they have to handle. My question to USAA ; then what is XXXX XXXX of providing this information if the agents are not going to properly and fairly do their job?? This situation is highly traumatizing because not only am I being taken advantage of by scandalous merchants, I also can not depend on my bank who I've entrusted and been with for years to properly handle these issues.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: FL
Zip: 33027
Submitted Via: Web
Date Sent: 2023-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-07
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I sent a debt validation letter and cease and desist letter to verify the account... Apparently the account has been charged off therefore they have been compensated.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 214XX
Submitted Via: Web
Date Sent: 2023-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-06
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/XXXX I was contacted at XXXX by XXXX XXXX XXXX regarding an overdue bill due to a new debit card being issued. I paid the bill immediately via phone using a credit card. At XXXX at the end of the business day, I received a phone call from a person in a call center who had my account information, name phone number and stated the electric company was at the box in the front of my apartment complex waiting to shut off my electricity if I did not pay immediately. they said I must pay via XXXX because my payment from that morning was declined. They also stated that I was farther behind on my bill than I had been informed because a new billing cycle was coming around, and that I owed {$1000.00}. They had me process 3 XXXX transactions from my USAA checking account in the amount of {$420.00}, {$420.00}, and {$110.00} in a row to bring my account up to date. I immediately called USAA and tried to stop the transactions realizing that it did not make any sense, but the money was already gone. USAA states they were not able to recover the money from XXXX. I called USAA again on XX/XX/XXXX and was told that the results of the 30-45 day investigation found me to be responsible and that they would NOT protect my transaction error. I escalated the dispute but did not hear back. I called USAA again on XX/XX/XXXX, citing Regulation E regarding XXXX XXXX and they stated again that they would not refund my account but would send my request to a person to call me back within 3-5 business days. I informed them that the regulation CLEARLY STATES they are responsible for protecting me as the consumer, and they are still refusing to refund my money. I informed them on XX/XX/XXXX that I would be filing a complaint with the CFPB.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22408
Submitted Via: Web
Date Sent: 2023-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-07
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: My social security number isn't showing up on my credit report. Mine ends in XXXX. One that ends in XXXX shows up. Bank loans, auto loans, mortgage loan, property in XXXX XXXX CA, a name XXXX XXXX, my ex Sister in law, a 2017 XXXX I can't even access it because I can't answer the questions
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93292
Submitted Via: Web
Date Sent: 2023-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A