Date Received: 2022-04-26
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: ON XX/XX/XXXX I submitted a request to rent a car using my credit card through a company called XXXX which would use XXXX to have my car ready at XXXX XXXX XXXX in Florida on XX/XX/XXXX. Due to a delayed flight, i immediately filed a contacted rental car company which instructed me to contact XXXX, I did promptly, XXXX said they can reassign my rental car but I'd have to talk to the company used to have them release it. XXXX XXXX did and said they'd be able to process a new rental with the roll over credit. Due to the flight delay, I had to change airports from XXXX XXXX to XXXX which XXXX allowed. Upon completing the rental and returning to my residence, I noticed I was charged twice from XXXX I called XXXX about or around XX/XX/XXXX and they indicated XXXX & XXXX XXXX no refunds... despite them saying it otherwise on the call. I'd not have gone through the process if they would have told me. I filed a dispute with my credit card company USAA and attached the following information. ReRE : Dispute Case # XXXXXXXX XXXX XXXXXXXX XXXX XX/XX/XXXX Attached is an update from the previous update : XX/XX/XXXX - XXXX did indeed reference their terms and conditions, but at the same time offered to swap the rental. Because I was unable to pick it up in XXXX XXXX, they cancelled and changed the reservation. This was XXXX, not XXXX. The fact they are now attempting to assert the XXXX & XXXX are binding is irrelevant as they themselves waived the terms on a phone call on XX/XX/XXXX. XXXX has denied my request for the recorded call to confirm the waiver. I am asking you to reopen this investigation and charge back the amount for these conditions. I am happy to provide a phone log from my XXXX where you will see I spoke to XXXX, XXXX, then XXXX again. XX/XX/XXXX - Rental Car submitted for pickup on XX/XX/XXXX. - Due to cancelled flight originating on XX/XX/XXXX was unable to pickup car and thus called XXXX who said Id have to contact XXXX ( the supplier ). XXXX changed the rental through their systems but then XXXX cancelled the original order and changed it to reflect new pickup date. - They stated that there was no additional charge as I hadnt ever picked up the car in the first place. I I did pick up the car from XXXX XXXX and then realized I was charged for the first car despite being told it was a simple transfer ( and the car was never picked up and XXXX was notified of the change prior to pick up time. ) - USAA denied stating autoeurope attached their XXXX & XXXX and USAA won't go against their conditions.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 452XX
Submitted Via: Web
Date Sent: 2022-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-23
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I am a military member with 27 years of service and have had all of my checking, savings, loans, credit cards and insurance with USAA for 20 years. Recently, fraudsters accessed my checking account and stole {$6000.00} out of my account. This was done first by the fraudsters accessing my account and then calling me from a USAA number, spoofing both the USAA phone number and my IP address apparently. They represented that they were from the USA fraud department, and having received calls from USAA alerting me to fraudulent charges before, I logged into my account to see that two {$2500.00} cashiers checks and other fees that I didn't request were in my checking account. At this point, the person I believed to be the USAA rep told me that he would work to reverse the fraudulent charges and sent me a 6 digit pin to access my account. I read the pin back. When I was put on hold, the USAA official music played, the employee gave me his ID and employee number and based on other experiences with real USAA reps who have asked me for my phone password and pin, I believed I was dealing with USAA. I contacted USAA immediately, yet they still let the fraudsters cash the two {$2500.00} checks, take another {$1000.00} from my account without refunding, and are now telling me that it was my fault I read the six digit pin back and they don't for scams. This position is direct violation of Regulation E. The official interpretation of Regulation E provides the contrary answeran unauthorized EFT10 includes any transfer initiated by a person who obtained an access device through fraud, robbery, or force. The CPFB 's recent guidance affirms and clarifies this approach, noting that if a consumer is fraudulently induced into sharing account access with a third party, the subsequent transfer is an unauthorized EFT. This includes commonplace examples of digital fraud, including instances where a consumer receives a call from someone pretending to be a representative from the consumer 's financial institution, as well as phishing or other methods to gain access to a consumer 's computer and obtain such information. The CFPB made clear that a consumer is entitled to receive the liability protections of Regulation E, even if that consumer acted negligently. CFPB also made clear that the official interpretation of Regulation E expressly provides that negligence by a consumer can not be used as the basis for imposing greater liability than is permissible under Regulation E. The interpretation notes that even consumer behavior that constitutes negligence under state law, including writing the PIN on a debit card or on a piece of paper kept with the card, does not affect the consumer 's liability for unauthorized EFTs. USAA is clearly in violation of regulation E, and need to reverse the fraudulent transactions, especially since it was their negligence after being notified of the checks being fraudulent sent to the scammers that they allowed them to be put through to my bank account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NM
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-04-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-23
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: You are making false statements in your response to my prior complaint ( XXXX ). Im not sure if your doing this on purpose or out of lack of knowledge of the law You stated, It is important to note the article referenced in your complaint applies to commercial transactions and is not applicable to your consumer loan application. If you look at the most recent amendment to 15 usc 1681b, which is public law 116-283, 134 stat. 4594, it clearly defines section 1681b as the Fair Credit Reporting Act.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 440XX
Submitted Via: Web
Date Sent: 2022-04-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-22
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I was a 3 year member of USAA bank as a military spouse for my XXXX husband. I use my account for simple, basic accounting purposes including receiving my social security check and basic purchases at local food stores and shopping centers such as XXXX My card was declined for the first time on XX/XX/2021. When I called USAA 's customer support service line I was informed my savings account was closed and a check was being sent to me, my checking account was restricted to credit only and was in the process of being closed and this was due to bank manager discretion with no reason available and no available contact for the personnel responsible. I tried numerous customer support lines, none to help. I had two bills due on XX/XX/2021 that auto draft out of the checking account that were now unable to pay. I received no explanation for the sudden cancellation of my policy. This has created tremendous negative downstream effects and is subjectively discriminatory with no explanation given. I am now unable to receive my monthly social security check despite me immediately trying to resolve this issue and obtain a new checking account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 080XX
Submitted Via: Web
Date Sent: 2022-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-22
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: I was a victim of a scam. A merchant named XXXX XXXX but advertising themselves as XXXX XXXX Customer Service illegally charged my credit card {$900.00} through a combination of fraud, false information and extortion for getting a refund on tickets cancelled by the airlines. A few days later I discovered I'd been lied to and the transaction itself was a violation of U.S. law. So, I contacted my credit card company ( USAA Federal Savings Bank ) informing them and asking them to do a chargeback. Over the past three months I sent USAA several letters with proof attached and spoke with them twice on the phone. I even sent them a letter I received from the real XXXX XXXX Customer Service stating XXXX XXXX was not them. The letter further stated XXXX XXXX processed the refund and did not charge the {$900.00} and XXXX XXXX did not have the authority to process a refund and so had nothing to do with it. The only thing XXXX XXXX did was charge my credit card {$900.00} and did nothing more. However, USAA is refusing to reverse the charge saying XXXX XXXX declined their request and falsely stated we cancelled a different flight to cover themselves even though the flight itinerary number on the XXXX XXXX matches the flight itinerary number listed for the flight canceled by the airlines.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 983XX
Submitted Via: Web
Date Sent: 2022-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-21
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: My phone was compromised by XXXX XXXX XXXX around XXXX of XXXX. He got into my email, my bank accounts ( USAA, XXXX XXXX ) including payment platforms and my cell service accounts. He used my phone and number and other identification to order 5 phones on my XXXX XXXX. He used my XXXX XXXX and USAA credit card accounts for various activities.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11233
Submitted Via: Web
Date Sent: 2022-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-21
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: On XX/XX/2022 an electronic draft request was issued by XXXX XXXX XXXX on my behalf for our car insurance premium in the amount of {$220.00} to USAA. On XX/XX/2022 USAA refused this charge despite having a sufficient balance in the account. My insurance company cnacelled the policy and refused to cover damage dpne to the car after the policy was cancelled. I now have a significant amount of damge on both vehicles and because of this, i can not have the car insured at all. This leaves me vulnerable to legal and financial action against me if I drive my vehicle without coverage. I have tried to work with the bank to get the damages covered. They refuse to give me contact with anyone other than the resolutions department and refused to provide me with any proof that there were insufficient funds at the time of the attempted withdrawal. I am now forced to seek legal representation at my cost to resolve the issue.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AR
Zip: 72032
Submitted Via: Web
Date Sent: 2022-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-21
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: My mother ( XXXX ) is a custodian over a XXXX ( XXXX XXXX XXXX XXXX XXXX XXXX ) with USAA bank and im the beneficiary. She refuses to transfer me any of the money or give me any access to this account, even though im XXXX years old, which is old enough to take control of the account. I receive social security benefits and all that money goes into this account. I changed my direct deposit info, so my monthly payment goes into my my checking account now any not in this XXXX anymore. But the backpay social security gave me is stuck in this XXXX because my mother .refuses to transfer it to me. Theres over $ XXXX in this account. The only way I actually see any of the $ XXXX is when my mother transfers money from the XXXX, DIRECTLY INTO HER OWN CHECKING ACCOUNT, then gives me the cash she withdrawals from an ATM. She transfers money to herself. She has even spent money she transfers. She does all this WITHOUT MY CONSENT. I first started receiving monthly payments back in XX/XX/XXXX and received a {$21000.00} backpay back in XX/XX/XXXX. She allowed me to spend money on a phone and laptop, and she constantly withdrawals money out so thats why theres $ XXXX left out of the {$21000.00}. The amount in this account keeps decreasing because of the withdrawals she makes multiple times a month. The pictures I added are the withdrawals she made to herself back in XX/XX/XXXX. Unfortunately, the XX/XX/XXXX bank statements are the only statements I have in paper, but it proves she is transferring money to herself and keeping my money from me. I have reported this to the social security and the bank and neither can help. Ive even reported her to the OIG Office for fraud and they havent anything. USAA told me there is a grey area with the rules of custodian UTMAs. They say she is obligated to hand over the account and the funds, but doesnt have to since she is the custodian and its technically her account. So if she wants to keep the account and money from me, she can do that. Basically, my mother is holding over $ XXXX of MY MONEY in an account thats mine and USAA wont help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76548
Submitted Via: Web
Date Sent: 2022-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-21
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: I was incapacitated due to XXXX then while in hospital XXXX was discover. My USAA credit card despite multiple attempts to enroll online and by my spouse via phone was never enrolled in protection. Account was referred to XXXX XXXX XXXX and they sent letter in XX/XX/2022 and I spoke to them via phone on 3 ocassions. Each time i spoke with them they did not disclose any covid relief and stated there is no covid protection since account is past dow and demanded full balance which is now thousands of dollars higher due to interest and penalties.The last conversation I recorded and agent again states their is no program to protect someone who was in XXXX XXXX XXXX.USAA stated they can not bring account back to them without XXXX XXXX authorization to enroll in program and XXXX XXXX will not comply.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07110
Submitted Via: Web
Date Sent: 2022-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-21
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Statement : I have been the victim of fraud on my USAA accounts. After fraudsters gained access to my online account, two official check requests were made. Within an hour, I informed USAA of the fraud, and a stop payment was issued. I then was forced to wait two days for the first check amount of {$1200.00} to be refunded to my account. At the time of this statement ( over two weeks later ), the second check amount of {$2300.00} has not been refunded, and my attempts to have the situation addressed by USAA have been repeatedly ignored. I am the sole provider for my household ; we are a single income family with XXXX children, and my wife is expecting XXXX XXXX. We CAN NOT afford to suffer this loss of funds. It has tremendously stressful and long-reaching implications for us at this point in our lives. This incident has left both my wife an I traumatized and severely distressed. I am insisting that USAA move quickly to resolve this issue, and credit my account with the remaining {$2300.00}. Timeline : XX/XX/XXXX XXXX XXXX I received a fraudulent call that read on my called ID as XXXX. I recognized this as USAAs number. The individual identified themselves as a USAA Fraud Department Representative, and asked me to authenticate by reading back a code received by text message. At this, they claimed they needed to place me on hold, and at XXXX, the call dropped. At this time, I attempt to log into my USAA online account, only to discover my password was not accepted and I was locked out. I reset the password and gain access, at which point I discovered the following : Fraudulent individuals obtained unauthorized access to my USAA online account. An unauthorized official check request was made from my Secondary Checking Account in the amount of {$1200.00}. Unauthorized transfers of {$1000.00} from Savings Account and {$240.00} from my Primary Checking Account were made. These funds were transferred to my Secondary Checking Account. A second unauthorized official check request was made from my Secondary Checking Account in the amount of {$2300.00}. XXXX XXXX I call USAA to file a fraud complaint and restore my accounts. My online ID, password, PIN, and security questions were reset. At this point, I requested a stop payment on the fraudulent checks. USAA could not immediately credit my account for the amount missing. Call time : XXXX XXXX XXXX I call USAA to inquire on the status of the refund. Call time : XXXX XXXX XXXX I receive a call back from USAA to notify me that the refund is processing. Call time : XXXX XX/XX/XXXX XXXX XXXX I call USAA to inquire on the status of the refund. No substantial information is provided by USAA. A check I wrote out of the account is rejected due to insufficient funds. Call time : XXXX XX/XX/XXXX XXXX XXXX I call to inquire on the status of the refund. After multiple transfers, holds, and escalations, a {$1200.00} credit is issued on my Secondary Checking Account. Call time : XXXX XX/XX/XXXX XXXX XXXX I call USAA to inquire on the status of the remaining {$2300.00} refund. Representative escalates my call and informs me the matter should be resolved in 2-3 business days. Call time : XXXX XX/XX/XXXX XXXX XXXX I call USAA to inquire on the status of the refund. No substantial information is provided by USAA. Call time : XXXX XX/XX/XXXX XXXX XXXX I call USAA to inquire on the status of the refund. No substantial information is provided by USAA. Call time : XXXX XX/XX/XXXX XXXX XXXX I call USAA to inquire on the status of the refund. A representative informed me that the refund should be processed by Monday, XX/XX/XXXX. Call time : XXXX XX/XX/XXXX XXXX XXXX I call USAA to inquire on the status of the refund. A representative informed me that the fraudulent checks were printed, but that they were physically intercepted and never left USAA. Call time : XXXX XXXX XXXX I call USAA to inquire on the status of the refund. Representative escalates my call and informs me the matter should be resolved in 2-3 business days. Call time : XXXX XX/XX/XXXX XXXX XXXX I call USAA to inquire on the status of the refund. Representative escalates my call and informs me the matter should be resolved in 2-3 business days. Call time : XXXX XX/XX/XXXX XXXX XXXX I call USAA to inquire on the status of the refund. A representative informed me that the refund should be processed by Thursday, XX/XX/XXXX, and that he would follow up then. Call time : XXXX Notes : Total phone time : 11.4 hours
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32073
Submitted Via: Web
Date Sent: 2022-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A