Date Received: 2022-12-17
Issue: False statements or representation
Subissue: Indicated you were committing crime by not paying debt
Consumer Complaint: I started a 6 month auto insurance w/ USAA on XX/XX/XXXX that was to last thru XXXX I've received emails and notifications monthly about said active policy. On XX/XX/XXXX I spoke w/ USAA via phone spoke w/ a licensed rep who advise that they would start new policy for 6 month term for my XXXX XXXX XXXX w/ me and my girlfriend, the registered owner XXXX XXXX, via that phone call. The sales rep advised that auto id card will be sent via mail, at that time i had no reason to doubt that the info that representative i was speaking w/ via phone was telling the truth. On XXXX I purchased a new XXXX XXXX which caused me to log into the USAA app to see that i do not have an active issuance policy for said XXXX XXXX XXXX. After realizing the error on XX/XX/XXXX i contacted USAA who advised me that on XXXX XXXX XXXX there under writing team decided that they would not be able to proceed w/ the auto policy that i was adv on XXXX less than 24 hrs prior, would be started for XXXX XXXX. At the time of speaking w/ the licensed insurance rep from USAA on XX/XX/XXXX i was placed on hold for over a 30 minute time frame straight only for the licensed rep XXXX to tell me that their supervisor listened to the call and advised for them to back date my policy to XX/XX/XXXX when starting back up for both cars. After waiting another 20 minutes for XXXX, USAA licenced insurance rep to adv that under writing will not allow him to start a policy for me due to my driving history, which was not true. ( At that time i was attempting to start a policy with my household me and my girlfriend XXXX XXXX listed as drivers ). I was advised by XXXX to call back first thing in the XXXX when a manger can help me because his manger that listened to the call from XXXX does not have audio. Even though that made no sense i called back at XXXX XXXX XXXX and coincidently got the same licensed insurance rep XXXX- who advised me at XXXX XXXX that he would have to set me up for a call back after leaving me on hold for over a 45 min time frame. I accepted gave 2 call back numbers and called back and attempted to just setup insurance on my new XXXX XXXX w/ no additional cars or additional drivers. i was instantly given a 6 month premium rate and able to start insurance w/ a deposit of XXXX. For licenced insurance representatives to attack and degrade my character w/ lies is a consumer violation I demand remedy for. For USAA to provide me w/ false information into believing I'm under contract, i demand remedy. and the fact I'm breaking the law right now w/ the XXXX XXXX not being insured and XXXX will be charging per day not insured i demand remedy. over 10 differenent consumer violations i am seeking help w/ getting $ XXXX remedy
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29644
Submitted Via: Web
Date Sent: 2022-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-17
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Back in XXXX, I placed a purchase on XXXX, but it turned out to be a scam. I " purchased '' weights for {$99.00}, but my account was charged {$98.00} by XXXX XXXX. I listed that transaction as fraud until I did a little more digging into the incident and discovered that the place I purchased the weights from is that one who charged me as XXXX XXXX. I explained all of this to my bank and even XXXX XXXX XXXX and reviews showing it was a scam, but they still reversed my credit and kept pointing me to different sections with no one actually doing anything. Now they want to say that it's been too long and they can't refund my money. However, if they would have actually done their job properly in the beginning this would have been resolved within the appropriate timeframe. The second incident was from XX/XX/XXXX where I attempted to purchase a XXXX from a company allegedly in the XXXX by the name of XXXX. My account was charged {$270.00}, but I never received anything from them. Shortly after I placed the order my husband said he thought it was a scam and to call my bank. I called my bank and tried to cancel the transaction. Since that incident, my bank has a new procedure where we can cancel a transaction during the phone call. I don't know exactly why they reversed my credit for this case, but I have repeatedly asked for additional information ( which I have not received ) and XXXX of their documents has someone saying I told them " I had received something, but didn't know what it was '' which is an absolute fabrication on the part of the company.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: CA
Zip: 93560
Submitted Via: Web
Date Sent: 2022-12-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-16
Issue: Fraud or scam
Subissue:
Consumer Complaint: My complaint is for XXXX and USAA bank. On XXXX XXXX XXXX. I called my bank immediately after sending a zelle payment to someone who said that they never received the payment for goods to be received later on that day. USAA stated that they would investigate and sent me a letter stating that the persons bank has declined to send back the payment and XXXX hasnt responded. The person the money was sent to, was supposedly a trusted friend of a coworker. After sending the funds the person said that they never received the money because the email address was off by 1 letter. The person would not give a new email address and stoped all communication with coworker. Clearly this person is committing fraud and that persons bank account has to be receiving several requests for refunds or reversals concerning this persons account and just ignoring that it is happening. As of today I am out of {$150.00}. with no response from XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60623
Submitted Via: Web
Date Sent: 2022-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-14
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: This is a youth checking account that converted to a regular checking upon the child turning XXXX. Mom is listed as an account holder still. Unauthorized account charges from XXXX have occurred. Usaa will not speak to the mom or child on the account and has not addressed the charges. Thus is due to not being able to authenticate the child who has limited info in XXXX XXXX and has issues accessing the site. Usaa refused tech support requests, etc
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07083
Submitted Via: Web
Date Sent: 2022-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-14
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: On or about XX/XX/2022 I started a XXXX XXXX policy but a few days later I called to cancel that policy. I have a checking account, with an auto policy so I added the Home Owners policy but again I cancelled it around XX/XX/XXXX. I was having problems with this account because they are in Texas and had a lot of overdraft fees in XXXX. I finally had an opportunity to review my account to see what caused everything and after further review USAA decided to still bill me for a personal property which was started the same day. I called USAA so they could pull the call on XXXX occassions but this has yet to be resolved. I had over {$200.00} in fees and they were charging me {$65.00} each month since XXXX which I requested to be cancelled. That's a total of {$320.00} if they have been billing me since XX/XX/2022. I feel as if I've been take advantage of and if I call and request my policy to be cancelled then I should expect the cancellation to take place. I should not have to prove I requested to cancel or check my policy when I believe it was cancelled verbally. This is predatory in nature and I don't appreciate it being dismissed. I removed my direct deposit from USAA and my Home Owner 's policy and looking for a new carrier for my auto insurance. I was not with USAA that long but this last issue has changed my perception about USAA and feel like another agency should step in and review this matter on my behalf. I no longer trust them to handle my accounts.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23324
Submitted Via: Web
Date Sent: 2022-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-13
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: There's an erroneous debit on my checking account. I tried calling to discuss this but USAA 's automated system isn't operational and doesn't recognize anything other than very simple requests. I then tried the chat system. THe banking people forwarded me to their insurance division since it was supposedly an insurance charge. They spent time verifying it wasn't an insurance charge and sent me back to banking. Went through this again and then they said I had to call in to dispute this. But their phone system won't let me through. So no way to resolve and already wasted an hour and cant get through to them
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 983XX
Submitted Via: Web
Date Sent: 2022-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-13
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XXXX XXXX I spoke with XXXX XXXX via chat to report fraudulent charges after my wallet was stolen. Those unauthorized charges were reversed and I heard nothing else until on XX/XX/XXXX, a letter sent to me stating that my dispute case was investigated thoroughly and found to not be fraudulent and that those charges would be reversed back. I called on XX/XX/XXXX, spoke to a representative, and asked her what was investigated for USAA to claim these charges were mine when they are not, I was told it was because XXXX. My debit card was not missing, and XXXX. A pin number was used with no failed attempts. I explained to her that is inaccurate, that my wallet was stolen with my card inside it and it was reported to USAA over a month previous, so that card ending in XXXX most definitely is NOT in my possession. The rep said she would add notes to that case, that in fact I do NOT have said debit card in my possession and again these are not my charges. The very next day on XX/XX/XXXX, another letter sent to me, this time they removed that the debit card was still in my possession, but claim a pin number was used with no failed attempts so that charges are not fraudulent and on XX/XX/XXXX reversed all the charges that were reported. Now, I am getting my own documentation together to reach out to you to let you know about these unauthorized charges, also provide you with documentation to prove that I contacted USAA and did everything correct on my part, and ask you to look over this dispute again, and replace the funds to my account. Also, upon looking thru the chat record of my initial dispute on XX/XX/22, XXXX XXXX made several errors, and when I pointed them out to her she told me she was amending the report, and also initiating an Enterprise Fraud Case Report since my whole wallet was stolen. Now, I am seeing, it looks like she never amended the report that she made the errors on, and I feel this is why the investigation was not able to be completed accurately. XXXX also including the XXXX letters dated XX/XX/XXXX, and XX/XX/XXXX stating that the charges were thoroughly investigated. Reasons were that a pin number was used for said transactions and no failed attempts made on them. I, personally have contacted the fraudulent charge vendors asking about how debit card payments are taken, etc and I was able to find out that out of XXXX listed fraud charges, only XXXX of them were possibly to be used with a PIN number ( not surprising of no failed attempts, due to a brain injury and memory problems my pin is in small numbers on my card ) as XXXX of the charges are with companies that do not allow the customer the option to use a pin number it is always ran as credit purchase. All transactions are dated XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 780XX
Submitted Via: Web
Date Sent: 2022-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-14
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On Friday, XX/XX/2022 I agreed to have XXXX XXXX XXXX XXXX fix a dent in my truck. He flagged me down in the parking lot and we exchanged numbers. After text messages back and forth, I agreed to allow him to fix my dent for {$140.00}. Please see attached for the correspondence back and forth over text. He came to the house and made the repairs. When I handed him my card, he quickly entered {$1400.00} into the XXXX reader and pressed submit. I asked him to reverse the charge, and he did, refunding me the difference between {$1400.00} and the {$140.00} I owed him - {$1200.00}. Please see attached for a copy of the XXXX refund XXXX XXXX that he then sent me a copy. The refund never came, so I called my bank, USAA, to dispute the charge. They launched an investigation, and ruled against me, stating that the merchant provided documentation to show that no error had occurred. I submitted the text conversation and the copy of the refund receipt. I have not seen this documentation and it is fradulent if it is for any amount other than {$140.00}. There is evidence that we agreed to {$140.00}, and a copy of the {$1200.00} refund that I expect to be processed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97219
Submitted Via: Web
Date Sent: 2022-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-12
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: For account number XXXX. I made 3 disputes for the same transaction ( XXXX, {$790.00} ). Each time the dispute was closed for reasons not relevant to the original issue. I resolved the issue myself with the merchant with a full refund. However, my complaint with USAA is that : 1 ) I believe USAA is closing complaints without investigating or reading complaints. Each time the complaint was closed with a reason that did not address the original issue. The first dispute was closed because they said a billing error had not ocurred. However my complaint had to do with the item not being recieved - I recieved it 2 months after the order. The second dispute was closed with an incorrect amount - I returned the item and never received a refund. They closed the dispute because they said they sent me a form that I did not recieve or was otherwise unaware that I recived. The third dispute was closed due to the timeframe having elapsed- however I had filed 2 previous complaints at this point. The fact that the merchant did not send me the item until after 60 days is not my fault. 2 ) I asked USAA to create escalated complaints several times, however I a complaint was filed nor investigated as I asked to be contacted by a manager, which never happened. 3 ) I was offered to speak to the customer resolution team, however I was put on hold for 30 minutes. I hung up. This is poor customer service and is resulting in customer complaints not being heard. 4 ) I called XXXX myself and they refunded the money on XXXX XXXX XXXX FYI, I am a bank regulator with the federal government ( although I am not involved with USAA in any way other than as a customer ), so I know how banks should operate.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: TX
Zip: 75126
Submitted Via: Web
Date Sent: 2022-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-12
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: XXXX XXXX XXXX XX/XX/XXXX {$9500.00} I have had accounts been disputing this with XXXX XXXX daughter who gets away with uisng the name XXXX has opened account while I had XXXX XXXX She had access to my personal accounts. Please provide signatures on credit card/loan or what ever this- XXXX XX/XX/XXXX {$6000.00} / {$4700.00} negotiated for payoff I was given this info constantly dispute these items for years now unacceptable I pay my bills.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 064XX
Submitted Via: Web
Date Sent: 2023-01-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A