Date Received: 2022-10-04
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I had a old credit card with USAA, and it was sent to a third party XXXX, i paid XXXX to pay off the account, and USAA is refusing to update my credit report
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92606
Submitted Via: Web
Date Sent: 2022-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-04
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Notice to Cease and Desist To Whom it May Concern ; This is in reference to the Consumer Report sent by USAA SAVINGS BANK. While checking my credit report, it came to my notice that USAA SAVINGS BANK has furnished an account XXXX And XXXX '' on my credit report. According to 15 USC 1692a ( 2 ), the term Communication means the conveying of information regarding a debt directly or indirectly to any person through any medium. As per the literal interpretation Any medium includes any oral, written, electronic, or other medium. Therefore, furnishing of the Consumer Report ( bearing information regarding the alleged debt ) by the Company will amount to Communication as per Fair Debt Collection Practices Act ( FDCPA ). Pursuant to my rights as per 15 USC 1692c ( c ) I am hereby providing you formal notice to cease any further communications regarding this account immediately. This includes but not limited to telephone calls, emails, social media, or any Consumer Reporting Agency. Any further contact by your Agent or USAA SAVINGS BANK, except a communication confirming your acknowledgment of this letter, is in violation of the Fair Debt Collection Practices Act ( FDCPA ). If you do not cease communication a lawsuit will be commenced against you. Thank you for your cooperation
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07501
Submitted Via: Web
Date Sent: 2022-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-01
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/2022 my USAA checking account was hacked 3 times. XXXX. {$500.00} Debit card purchase of crypto currency from XXXX. XXXX. {$500.00} ACH withdrawal XXXX XXXX. XXXX. {$1100.00} ACH withdrawal to purchase crypto currency from XXXX. I did not authorize any of these transactions and I was not notified that they were taking place. USAA has reimbursed the XXXX withdrawal but they will not reimburse the debit card hack of {$500.00} or the ACH hack of {$1100.00}. USAA claims that they notified me by text that the transactions were taking place. I do not have any text dated XX/XX/2022 from them regarding these transactions. USAA claims they researched my claim and they concluded that I had authorized these transactions. I did not. A sophisticated hacker used my identity.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23451
Submitted Via: Web
Date Sent: 2022-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-01
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: I sent an Affidavit of Truth/Affidavit of Response for cease and desist, with conditional terms. Correspondence was to be by phone and after the conversation a letter was to be sent to me about what we discussed, written information to be mailed about the outcome from the Affidavit. I mailed the certified letter XXXX to USAA Federal Savings Bank. This information is concerning consumer loan XXXX account. I notified USAA, no adverse action is to be taken while this dispute is being settled. USAA deceived me at the time of the transaction was made and the account was opened. There are laws to protect consumers, which USAA is not following. 12 CFR 1026 ( 1 ) General disclosure requirements. Also 15 USC 6802 ( b ) ( B ) I have to be givent he opportunity to OPT Out. I was not given this disclosure any disclosures to OPt Out. After knowing that USAA is not honoring the laws, codes, and regulations I want them to be held accountable. In the Affidavit, I requested the documentary evidence, books of account, 15 USC 44. USAA sent me a debt validation letter, knowing that is not what I asked for. I have a right to get this information and I am acting in good faith trying to clear this matter. The affidavit included a Billing Error Dispute. I mailed the coupon from the statement from USAA, which is a negotiable instrument UCC 3-104. That was for XX/XX/2022 payment I wrote on the coupon Pay to the order of without recourse, and signed the back of the coupon. UCC 3-603 Tender of payment can be used to satisy a debt. Also UCC 3-306 Claims to an instrument. UCC 3-301 Person Entitled to Enforce Instrument. USAA is ignoring these laws, codes and regulations. These are laws put in place to protect a consumer. I received a letter from XXXX XXXX ( Manager, Bank Advocacy ) USAA Federal Savings Bank. In her letter she states XXXX finalized the loan and the paperwork was sent to me. The manager, states as of XX/XX/2022 XXXX XXXX XXXX began making outbound calls to inform me of the past-due amount. Why would that department be calling on the due date XX/XX/2022 when the payment is not considered late until after XXXX? The dates are listed on the coupon each month. I can say XXXX did not call me and no message was left on my phone. Why are they not telling the truth? I did not request a VOD as XXXX stated I requested documentary evidence, books of account. XXXX stated my coupon was not an acceptable form of payment. She also states they did not violate any code, laws, or regulations regarding the account. XXXX XXXX XXXX verified XXXX verified that collection attempts made by XXXX were appropriate. I want to see how they verified this. At the present I have mailed the Coupon for XX/XX/2022. I am uploading a copy of Affidavit and the letter from XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 275XX
Submitted Via: Web
Date Sent: 2022-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-30
Issue: Fraud or scam
Subissue:
Consumer Complaint: Commencing on or about XX/XX/2021, I fell victim to a multilayered scam operation orchestrated by various ( seemingly interconnected brands such as XXXX ( collectively : the Companies ), with the design, development, manufacture, promoting, marketing, distribution, labeling, and/or sale of illegal and outright fraudulent investment services, '' all of which aim at contributing to the goal of robbing and defrauding clients, through a predetermined cycle of client losses to gains.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78154
Submitted Via: Web
Date Sent: 2022-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-30
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: I request that the following inaccurate items be immediately investigated. They must be removed to show my true credit history, as these items should not be on my report. Pursuant to the Fair Credit Reporting Act I will expect you to complete the verification within thirty days. ALL MY PERSONAL INFORMATION WAS COMPROMISED AND THESE INFORMATION INCLUDE PHONE NUMBERS ADDRESSES PUBLIC RECORDS AND ARE UNDER DISPUTE WITH CREDIT BUREUS XXXX XXXX XXXX XXXX XXXX, CA XXXX XXXX XXXXXXXX XXXX XXXX XXXX, CA XXXX THE REST OF THE INFORMATION IS ON FTC REPORT THAT I ATTACHED
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93722
Submitted Via: Web
Date Sent: 2022-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-01
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: In mid XXXX, there were repeated attempts by a hacker to access my USAA accounts. My accounts were locked several times, but re-opened each time. USAA was aware of the situation and advised that I change my password, which I did. On XX/XX/XXXX, I was notified that a request to increase the limit on withdrawals was made, and I declined it. The card was not XXXX belonging to me, or any family member. When I called USAA, I discovered that in late XXXX, they allowed someone to add a phone number to my account, and sent them a debit card to access my accounts. The hacker then withdrew {$6000.00} in various amounts from multiple ATMs. My primary complaint is that USAA, knowing the situation, gave someone a card to my accounts and allowed them to add a number to my account. The fraud department admitted this on XX/XX/XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23456
Submitted Via: Web
Date Sent: 2022-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-30
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I found out on XX/XX/XXXX that my checking account was blocked since XX/XX/XXXX. USAA did not provided an explanation for their actions, but I was told to use a www.usaa.com/idproof address to submit a picture identification document for processing to unblock the account and, stated that it should not take more that 3 days to unrestrict my account. Following their instruccions, I submmited my XXXX passport as a proof of a picture ID and placed a call on Tuesday XXXX to confirm receipt. I was told that by Thursday XX/XX/XXXX my account restriction would be removed. On Friday XX/XX/XXXX the account was, still, blocked. I decided to submmit again my ID proof. Late afternon, I found out that they are now using the submition placed on XX/XX/XXXX to add another 3 working days to free my account. In doing so, USAA are increasing the days to removed the blocked placed. I requested that they expedite process because I needed to have access to my Social Security XXXX check and to settle bill payments for the month end. I hold that account for 17 years with an impecable record. Also, have an excellent consumer credit rating for all these yeas doing business with them. All I am getting is excuses and adding working days to solve the problem. A simple two day issue has become two weeks now. In the meanwhile, my money and SS check is unjustifiable locked by USAA.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77005
Submitted Via: Web
Date Sent: 2022-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-30
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I contacted USAA about my debit card being declined at the grocery store. When I called I was told that we only had {$5.00} in our account. I told the rep at USAA not we should have nearly XXXX. He then proceeds to tell me that there are 3 charges one for {$10.00}, one for {$740.00} and Finally {$3100.00}. I told the guys that these charges where not authorized by me or my husband. I called and reported the fraudulent charges, however ; USAA stated that they can not return our money until they do an investigation. Which is untrue as over the month of XXXX we have both had to have our debit cards replace 2x each and several charges returned to our account. I told the rep that I researched the company that did the charges and they do not exist. USAA has become the worst financial institute to deal with. They do not apply the same rules to every fraudulent case which is unacceptable. I have been banking with them for over 15 years and have never had this many problems. I feel as if our banking account is being access by someone within the company or they have a breech that they are not telling their customers about. I am at the point that I am going to sue them for fraud and for not keeping our account safe. When we first had to report fraudulent charges at the beginning of XXXX they told us that they would notify us of any unusual transactions, however ; they will block our card if we use it at say XXXX buying less than {$50.00} dollars worth of food but when we get charged nearly {$4000.00} they do nothing but tell us there is nothing they can do but open a fraud claim. This is un-true because when I have called in about other fraudulent charges they refund our money right away. and now that someone has cleaned out our account and I reported it within less than 24hrs they wont do anything to help us get it back. They allowed our account to be cleaned out and told us that we have to wait 10 days to get our money back. I told them that this company is our of XXXX which should have been a clue right there. I am a XXXX Veteran and my husband is a XXXX XXXX XXXX XXXX This has caused us a financial burden and has also created undue stress to both my husband and I which has also caused my husband to nearly end up in the hospital from all of the stress USAA has caused us over the last month. They need to be held accountable and treat their XXXX with more respect and undue stress. We have not money, we can not buy food, pay our bills, or even buy gas. This has caused a major hardship on me and my husband.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97502
Submitted Via: Web
Date Sent: 2022-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-29
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Complaint USAA has deemed me to have made a fraudulent deposit and claimed I am not a veteran. They have locked my account and have ignored offers for documents to prove that I am not a fraud, the deposit made was legitimate and I am a veteran ( XXXX ). I have attempted to work through this issue talking to customer service with allowing the XX/XX/XXXX day review and a re-review. I have offered to provide documentation of proof, I have been told that people would call me back with no one calling, and I have called several times to resolve the claims made against me. I feel that USAA does not want to find out the truth about me and this deposit, and shows no effort in restoring my account access or returning the funds that have already cleared without issue. Events about this complaint ON XX/XX/XXXX I sold my house in XXXX and purchased a house in XXXX on XX/XX/XXXX. The monies I made from the sell of my home in XXXX was wired to XXXX XXXX XXXX XXXX XXXX XXXX XXXX on XX/XX/XXXX to process the down payment on the home bought in XXXX. They issued a check on XX/XX/XXXX of the overage of funds that was wired to them. I received XXXX for the sell of the XXXX home that was wired to XXXX XXXX. Closing costs for the purchase of my home in XXXX was {$120000.00}, for down payment and closing costs. The remainder is the total of the check ( {$210000.00} ) discussed below. XX/XX/XXXX Opened Checking account with {$25.00} wire transfer from my XXXX XXXX account. Changed address while talking to agent on the phone, due to moving from XXXX XXXX XXXX Original USAA online account had my XXXX address listed. So when I opened the checking account I changed it while talking to the customer service rep on the phone. Talked to Customer Service Agent about depositing check ( {$210000.00} ) They said I would have to mail it in because the mobile limit could not be raised to allow for deposit that way. I elected to wait and check some other alternatives for banks to deposit check. XX/XX/XXXX Decided to mail to USAA, called to get mailing address. XX/XX/XXXX mailed the check using XXXX overnight ( cost {$88.00} ). XXXX package containing check was signed for. XXXX Called to check status of check, only able to talk to Customer Service agent. They could not provide any information on if the check was received. But assured me that if it was signed for it would be processed. XXXX quick check on the phone app showed that a partial deposit was reflected on the account. XXXX tried login using web on my laptop. Account returned that it had been locked for my safety to contact customer service number. I called the general customer service number provided ( note late in the evening on eastern time ) and spoke to a gentleman, checked my information, put me on hold, and returned to tell me that USAA is exercising its right to no longer do business with me and closed my account. No information or reason why was provided and was told that a letter would be mailed to me providing the reason why. Any funds in the account would be returned to me by check or I would be provided an opportunity to have them wired somewhere else. I was also told that a letter would be sent to me stating the reason why this decision was made ( as of XX/XX/XXXX I have not received any letter stating this decision ). XXXX I called the main number for the XXXX XXXX XXXX listed online during business hours. I spoke to a lady and she explained that USAA had deemed me to be fraudulent, and they could not verify that I was a veteran. I asked where the money was and was told that the check would be returned to the issuing party once all processing took place. I was told it would take 7 to 10 days. They said I could ask the issuing party to stop payment on the check and issue a new one. I contacted the issuing party XXXX XXXX XXXX XXXX XXXX XXXX XXXX, they contacted their bank XXXX XXXX Bank to see what could be done. But since USAA had already deposited the check and it had cleared, they could not do that. XX/XX/XXXX Called the general number to check the status of return of the check back to the issuing party. I first talked to a male person. He reviewed the account and stated he could see what I was saying. Asked what the check was for, I explained it was the remaining funds from the sell of my home in XXXX. The reason it was on a business in XXXX, the funds were wired to XXXX XXXX XXXX XXXX XXXX XXXX XXXX for a down payment on the home I purchased in XXXX. The check was the remainder after the down payment was process. XXXX XXXX issued a check. After doing some more review he asked me if he could reverse the decision would I still be interested in doing business with USAA. While I started explaining my answer the phone conversation was cut off. Not sure what happened, if USAA hung up on me or the cellular connection was cut off. However, I felt that it was done deliberately since this person seemed to be trying to help me. I called back and got a different person, female this time. I explained the situation and that I was trying to find out some status on the return of the check to the issuing party and other details of what has transpired over the last two weeks. She did some reading and then transferred me to another female ( XXXX ). She tried to find some information, stated she sent some emails to the fraud department, but was not getting an immediate response. She also stated it could take up to 60 days for the return of funds. I stated that is very confusing, since I had been told it would be processed within 7 to 10 days. She mumbled some more information that was illegible by me. I asked what the processing time would be, she said she would send an email to the person I spoke to on XXXX to ask for confirmation. That person did not immediately respond. I was told that a message was left for that person and they would call me with an update, but it was dependent on when that person came back in to work and got the message. I said I would be patient for the 10 business days, but if the check was not processed back to the issuing party I would be talking to other people. During this conversation I was told that 10 business days would be XX/XX/XXXX. XX/XX/XXXX I called ( at XXXX ) to follow up on the status of the return of the funds back to the issuing party ( XXXX XXXX ). The customer service rep did not know when it was going to be returned, but put me on hold ( to talk with supervisor, which he stated later in the conversation ). He offered to put in a request for a re-review of the actions taken against me for being a fraud and not a veteran. He asked if needed would I be able to produce documentation to show that everything is legitimate. I said I could provide a XXXX for military service and my closing documents from the sale of my home and purchase of my home which reflect the deposited check amount. I also, said I could get a letter from the issuer of the check stating its legitimacy. It seemed that he was typing this into the system. I was told that it would take 3 to 4 days for this re-review and that I would be contacted for information as needed. I agreed to let the review take place and was willing to provide any documentation needed to prove legitimacy. I was told the funds are in the account. XX/XX/XXXX As of the evening ( note this is the end of 4 days for re-review ), I have not been contacted back by anyone from USAA to request any proof documents to show that this was a legitimate check, that I am not a fraud and I am a veteran. I tried logging into the account again and I am still locked out. If any additional documents are needed beyond what is attached, I can provide.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: OH
Zip: 45601
Submitted Via: Web
Date Sent: 2022-09-30
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A