Date Received: 2022-05-13
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: This dispute involves an issue we have with USAA. In summary, we paid USAA in full for my husband 's credit card.Due to their internal policies, they sent the money to their insurance department even though we did not have an an insurance product. Since USAA could not redirect the funds from Insurance back to Banking, USAA Banking reported the credit card balance of {$1200.00} as charged off. In addition, they continue to report it as late every month. All of our attempts to resolve this issue with USAA have been rebuffed. They have told us that there is nothing that they are willing to do to remove the chargeoff. In addition, they have told us that they will continue to report this account to the credit bureaus as late every month indefinitely. They have advised that there is no-one at USAA who can stop that reporting and/or they will not tell us who may be able to do that. They advised that even if the debit were paid again, the late payment reporting will not be stopped. I can not see how it can be legal for a company to give a consumer zero options to prevent the reporting of late payments. Can you please advise if we have any options? Thank you. XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 96150
Submitted Via: Web
Date Sent: 2022-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-13
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: XX/XX/XXXX : mobile deposit of {$14000.00} ; {$1500.00} of that was available, with notice that Remainder would be available on XX/XX/XXXX. XXXX : Issuing bank XXXX XXXX XXXX released funds to my bank USAA XX/XX/XXXX : spoke with USAA to request funds be made available since the check was funded. USAA acknowledged check was funded and advised that a previous NSF fee gave them the legal right to hold my funds until XX/XX/XXXX. XX/XX/XXXX : XXXX - received email stating funds previously on hold are now available. XXXX - account information shows : current balance {$13000.00} hold balance : {$14000.00} = ( {$1400.00} ) balance. XXXX - Spoke to USAA ; was advised the funds would be made available XX/XX/XXXX & hung up on. XXXX : usaa verbally advised that check return was initiated by back office personnel on XX/XX/XXXX, but they could not provide any official documentation to support this. XXXX : check issuer spoke with XXXX who denies requesting the item he returned.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30004
Submitted Via: Web
Date Sent: 2022-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-13
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: My information was leaked during a data breach sometime last year. I received a call from what I thought was USAA to tell me that my account was in jeopardy and they read my information to me exactly ( full card #, full account #, etc ) and told me they needed me to verify a pin code. The short version is this was a phishing scam using information. The scammers made many international money transfers, one after another, over a period of a few weeks. I didn't notice because it was small amounts until one large one went through. I disputed these with the bank, who sided with me on 1 transaction, and declined me on the others. The merchant sent a copy of an -old- drivers license, and a selfie of an individual who is not me, obviously information obtained from the data breach. For many months I have been dealing with identity theft, with people obtaining employment as me, opening XXXX accounts as me, applying for credit cards and loans, etc. A nightmare. USAA ruled against me and held me responsible for the illegal transactions and theft. I submitted a police report, an identity theft report, and they still sided against me. They took my account negative {$2900.00} from theft and fraudulent transactions. I contacted the CEO 's office executive communications line, who said they would begin a new investigation. The account was then charged off, and deleted costing me my direct employment account and a bank account I've had for years. They failed to keep my account open and failed to protect me from fraudulent transactions and failed to live up to their member agreement not holding me liable. I was then sent out to collections for the amount of the theft.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78247
Submitted Via: Web
Date Sent: 2022-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-06
Issue: Fraud or scam
Subissue:
Consumer Complaint: Summary : USAA violated Regulation E 1005.11 ( c ) ( 1 ) by failing to open a timely investigation at the time I reported XXXX fraud associated with my USAA checking account and telling me that I needed to file a police report for it to pursue anything. Because of its failure under Regulation E, USAA harmed me by foreclosing any opportunity to try to recover my funds and potentially harmed others by missing the opportunity to prevent a bad actor from scamming further victims via use of USAAs payment systems and XXXX XXXX XXXX XXXX platform. I would consider the matter resolved by USAA refunding the {$1500.00} I suffered in economic damages as the result of the fraud. Details : I was cheated out of {$1500.00} via XXXX by a scammer via two transactions that occurred on XX/XX/XXXX and XX/XX/XXXX, processed out of my USAA checking account. I called USAA on XX/XX/XXXX ( I have the phone records showing 3 calls between myself and USAA about the matter on that date ) to report the fraud and request USAA 's aid in recovering the funds. The USAA agent I spoke with said the Bank could do " nothing '' about it because I had agreed to send the vendor the money ( it is accurate that, on false premises, I agreed to send the vendor the funds ). But, while I agree that this may not have ultimately have qualified as an " unauthorized '' under Regulation E, the issue is that USAA violated Regulation E by failing to open a timely Regulation E investigation at the time I reported it and falsely claimed a police report was necessary for them to pursue. This harmed me because it foreclosed any possibility at all of recovering funds and it failed to protect other consumers against this scammer. At the time, I didn't know that USAA 's actions were Regulation E violations, but when I learned more about Regulation E, I called USAA back in the XX/XX/XXXX through XX/XX/XXXX timeframe to insist that it open an investigation. The representative I spoke with in XX/XX/XXXX explained that USAA could not find a record of any investigation having been opened in the XX/XX/XXXX timeframe. This was consistent with the representative I spoke with in XXXX having told me that there was nothing USAA could do, but, as the representative in XX/XX/XXXX told me, what I was told in XX/XX/XXXX was improper per USAAs standard procedure ( and was, furthermore, a violation of EFTA/Regulation E requirements ). When USAA finally did open an investigation in XX/XX/XXXX ( which was not timely under Regulation E ), I received a letter from USAA on XX/XX/XXXX telling me that it was denying the claim and " In the future, please notify us as soon as it appears on your statement so that we can assist you. '' It was frustrating to be incorrectly told by USAA that I had not reported the fraud timely when I had reported it the day after it occurred. I spoke a representative ( XXXX XXXX XXXX (? ) -- I am unsure of the spelling ) on XX/XX/XXXX within USAA 's CEO 's office who agreed that what the initial representative in XX/XX/XXXX told me about not opening an investigation was wrong, but she said it wouldn't matter because my claim was not for an unauthorized transaction. I told her that, regardless of an investigation outcome, USAA violated Regulation E by failing to open a timely investigation as it is required to do. She told me she would do additional research and that I would hear back from her shortly. I have since contacted USAA 3 times and have heard nothing back.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20815
Submitted Via: Web
Date Sent: 2022-05-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-05
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: Beginning sometime in XXXX someone opened an account in my name in another state with USAA bank and began depositing and cashing forged checks in my name, I began receiving letters at my home from USAA about ME bouncing these checks and eventually them wanting payment for charges on these checks bouncing. I contacted them several times by phone to tell them this was ID fraud and it wasn't me to no avail. I then opened an account with identitytheft gov and followed the steps including sending them two letters notifying them of the fraud and they refused to respond
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 131XX
Submitted Via: Web
Date Sent: 2022-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our mortgage loan has been sold and servicer changed with no notice. Our mortgage loan originated with USAA in XX/XX/XXXX and was serviced by XXXX. Supposedly notice was provided on XX/XX/XXXX, of our mortgage loan being sold to XXXX and serviced by XXXX XXXX effective XX/XX/XXXX, but we have received no notice and USAA can not provide documentation of the notice.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30144
Submitted Via: Web
Date Sent: 2022-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-03
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: XXXX XXXX XXXX XXXX XXXX of the office of the CEO called customer regarding my previous complaint on XX/XX/22 and XX/XX/22. On both calls XXXX eluded to the customer being responsible for not completing transactions on the account. XXXX XXXX further refused to provide company policy or documentation to support her assertation that I was required to have an additional XXXX on file with the Bank. XXXX XXXX was unable to verbalize why the bank was not in possession of documentation completed when the account was opened in the branch in XXXX Texas, or any subsequent e-documents completed through their portal. XXXX XXXX was able to state that there was a known glitch with blocking access to the account but that it was not stopping transactions. She however failed to acknowledge that you must be able to access the account in order to perform transactions within it online or within the XXXX, which was blocked from access and therefor blocked from performing any transactions. XXXX XXXX was adamite about providing information that any debit cards continued to work no matter what was going on online. Had XXXX XXXX researched the customer 's account she would have know that the debit card and bank are not utilized with USAA in this manner. It is therefore asserted that XXXX XXXX intentionally blamed the consumer for all faults of the bank and intentionally attempted to mislead and deflect from the stated issues in order not to address them. When asked to speak to her XXXX XXXX XXXX told the customer that there was no one higher to speak with that would address her issues. XXXX XXXX has a XXXX named XXXX XXXX. XXXX XXXX ended her conversation on XX/XX/22 stating that the customer could read her report and conclusion from the CFPB. The CEO 's office was called and notified of the XXXX XXXX 's actions on XX/XX/22 representative XXXX XXXX took the information during the call.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: FL
Zip: 32084
Submitted Via: Web
Date Sent: 2022-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-03
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the fair credit Reporting act XXXX Account # XXXX, has violated my rights. 15 USC 1681 Section 602 States I have the right to privacy. 15 USC 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish a account without my written instructions. 15 USC 1666B : A creditor may not treat a payment on a credit card account under open end consumer credit plan as late for any purpose.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 278XX
Submitted Via: Web
Date Sent: 2022-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-02
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: My name is XXXX XXXX and I am a retired XXXX XXXX XXXX of XXXX years and have been a faithful member of USAA for approximately XXXX years. I recently got re-married ( XX/XX/2021 ) and in XXXX of 2021 I applied thru the USAA website to have my wife, XXXX XXXX, added to my account as a new member. However, not realizing it, I applied using her new married name ( XXXX XXXX ) instead of using her maiden name of XXXX XXXX as that's what her Illinois drivers license was under as well as her SSN. When I hit the " Submit '' button I was prompted to call USAA as there was an issue. After speaking to a USAA XXXX, I was told to submit her drivers license and SSN card for verification. I did so and heard nothing back for a few weeks. I then called again to see if she had been verified and was told that because I had applied using her married name, that USAA was suspecting me of trying to commit fraud! I then waited until my wife 's new drivers license was issued by XXXX XXXX ( # XXXX XXXX XXXX ) with her new married name on it as well as her new SSN card ( XXXX ) with her new married name on it. I have sent both documents in to USAA XXXX times to prove who she is. We have called several times and keep getting sent to different customer service reps with nothing being resolved other than USAA still thinks that I am trying to commit fraud! I have spent well over XXXX hours on the phone with them and at one point they put me on hold and hung up on me! I have been trying since XXXX to add my wife, but to no avail. I am appalled that this process has taken so long and that as a XXXX year member of USAA as well as a United States XXXX Veteran of XXXX years, they think I am trying to defraud them. I simply want my wife added to my account so she can start to reap the many benefits that USAA has to offer. My USAA member # is : XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 14043
Submitted Via: Web
Date Sent: 2022-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-01
Issue: Problem caused by your funds being low
Subissue: Bounced checks or returned payments
Consumer Complaint: So a scammer gave me {$3500.00} on XX/XX/XXXX, and told me to send {$2500.00} to various people, USAA locked my account, and after calling them on XXXX ; XXXX, they are keeping it locked for 6 months, and said I need {$1600.00} to unlock it!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 45244
Submitted Via: Web
Date Sent: 2022-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A