Date Received: 2022-01-21
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I had to file a Consumer Proposal ( Orderly Payment of Debt ) under the bankruptcy act here in XXXX. When I did that, I found XXXX credit cards opened fraudulently in my name. XXXX from XXXX Bank, XXXX from XXXX, and XXXX from USAA totaling {$25000.00}. When I saw all that the Consumer Proposal was paying out ( from my credit report ), I realized that these were not mine- I never opened them, I never used them. I contact the banks immediately, asked for the application - I was ignored. I reported them to : https : //www.identitytheft.gov/ and have been following their program with the letter templates they provide- I was ignored. My Consumer Proposal paid them already. They don't care that I have paid {$25000.00} that I should not have had to. But they won't respond to me at all. I am the victim of a crime and no one seems to care. I don't know what to do. Identify Theft listed this as the next step.
Company Response: Company believes it acted appropriately as authorized by contract or law
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-19
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XX/XX/2022, I deposited a check into my USAA Savings account for {$11000.00}. Based on the fact that the funds reflected as collected on the 6th, I did a wire transfer for {$9200.00}. On the morning of the 7th, I called the bank to verify the funds had cleared into my account. The associate at the bank told me that " it was good '', I repeated " has the check cleared? '' and got a " yes it's good ''. Based on verification by the Bank, I was assured the balance in my account was good, as the funds covered the wire and showed a positive balance. If the money hadn't cleared, I wouldn't have been able to make the wire transfer. On Sunday the 9th I noticed a negative balance in my account, but the account also still showed {$7000.00} in it which was very confusing to me. I called the bank about this and the associate assured me that everything was fine and the check was good. The next morning there was a recall of the check and my account was - {$3700.00}. I reported the fraud to my bank, they attempted to recall the wired funds. The bank then froze my accounts and locked me out of them without telling me. When I tried looking into the case the bank told me it is their policy to clear funds at face value without collecting on the funds, therefore it is my fault for overdrawing the account. I did everything I could do to ensure the process was managed correctly, including calling the bank to verify the funds. They assured me the funds were good on multiple occasions. There was nothing else I could do to protect myself and my hard-earned money. I relied on my bank and they are now saying it is my problem.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 357XX
Submitted Via: Web
Date Sent: 2022-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-18
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I'm resubmitting the complaint I filed in XXXX based on New information. New information was a law suit in XXXX alleging usaa savings bank mishandling accounts. A law suit the defended has lost .... this is word for word a copy of my original complaint. This is what a cfpb member instructed me to do .... Apparently back in XXXX time frame, someone had obtained my debit card numbers. I never lost my card, never gave it out, or gave out my PIN number. It has been in my possession all the time. It started with a whole bunch of XXXX orders I reported on XX/XX/XXXX, to include some internet online orders-for example XXXX XXXX XXXX I was paying for someones XXXX account, the monthly fee they charge. I have not spent any money online. I dont put my debit card online, and I dont do phone orders either. I just pay in cash. The proof is at the beginning of the month, you will see huge amounts withdrawn from ATMs one day after another. That was my spending my money so I didnt have to use my card. I refused to use it. They have acknowledged on XX/XX/XXXX the first time I called and corrected the fraudulent charges up to that point. They had sent out a new card for me but had failed to close the other card, which allowed them to continue the expenditures month after month after month. I have called back at least once or twice a week, if not daily, about more fraudulent charges on the account after the fact. They seem to have a problem with doing their job, because every time I call the beginning of the conversation is exactly the same thing : Im sorry to hear that. Let me pull up your account. Look, before we go any further it looks like your card was not closed out. Let me do that for you real quick before we continue. They never do. Then they go into the charges on the account, and they try to submit it. Then all of a sudden, they said. I will have to do it manually. I dont know what that means. Manual, whats manual about it?, but they dont do it. Then that its nothing. Nothing gets done. They dont send a report to the Fraud Team . I guess its too much work for them, the incompetent fools. My money has been wiped away at the beginning of every month, and no matter how many times I call you guys act like you dont know what Im talking about. Then as soon as you figure out you have to do it manually-because I keep hearing that word-you guys hang up on me because you dont want to do it. If youd like to argue that, I will send you guys recordings of our conversations because I record calls just like you do for the same purpose of legality. The latest fraud was XX/XX/XXXX in XXXX, but you guys say it was me. At the beginning of XXXX, you guys had actually reported a few charges and said I was in Kentucky. Those charges were still on my account ; I was XXXX miles away. Now I froze my account; according to law you guys are not allowed to deduct any government benefits from a frozen account as of a law passed by the Dept. of Treasury in XXXX. You guys took some {$200.00} out of a frozen for overdraft fees, and Im not the one who over drafted it. It was the guy who stole my numbers and had a duplicate. The duplicate is proven by me being in Kentucky and charges being made in Ohio. You guys left me abandoned, stranded, and XXXX living under an overpass for a week living under that bridge, just trying to get home because I didnt have gas money. I was only XXXX miles away at that point.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 440XX
Submitted Via: Web
Date Sent: 2022-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-18
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: My name is XXXX XXXX and I am filing this complaint against USAA SAVING BANK on my own behalf, as a Federally Protected Consumer, without any connection or involvement with any third party. On XX/XX/XXXX, I mailed a validation of debt letter asking USAA to provide the following information within ten ( 10 ) days : 1 ) identity of the original creditor, 2 ) verification of their claim against my ( a sworn affidavit or a hand signed invoice ), 3 ) copies of the contract signed by both parties in wet ink, therefore binding both parties, XXXX XXXX, the natural person, and USAA, that prove I agreed to pay the alleged amount, and 4 ) validation of the alleged debt ( the actual accounting. ) I told them in my letter that if they were unable to provide the above information within the 10 day period, then the account must have a zeroed balance and left open in good standing so that it wouldn't cause anymore damage to my reputation. As of XX/XX/XXXX, it has been 14 days since USAA has received my letter, and I have not heard or received anything back besides my certified mail receipt that they did in fact receive my letter. I made copies of the documents I sent and have attached everything to this complaint : my certified mail receipts and the validation letter
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 37421
Submitted Via: Web
Date Sent: 2022-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-16
Issue: Problem with customer service
Subissue:
Consumer Complaint: 2021 we lost my husband to XXXX he was a main financial provider I was there for XXXX little ones I have been struggling to keep everything going I was a stay at home mom I have transition to a full-time even XXXX jobs XXXX kids been having some issues with my account I always make right on my account my accounts are both now in good standing I called in to ask how I was able to put in cash into my account and to assure that all funds will be available because that amount was going to my landlord who also has been helping and understanding but made it very clear that if I did not get in this last payment that he was going to go ahead and process the 48 hours for us to get out I dont have any family here I called in I asked I explained the importance of these funds and I was instructed step-by-step to obtain a money order that is a shared funds and that if it was under {$500.00} there would be no hold because it was a money order and then I would be good to go I again reminded him of the importance of this money being available immediately I went over step-by-step with him to make sure I had the complete understanding he reassured me that yes a {$350.00} money order deposited into the account would be immediately available and there would be no reason to be put on hold a hint he reassured me several times I did use that and the amount was put on hold now I can not pay my payment arrangement when I talked to the resolution specialist she flat out told me she was declining lifting the hold because I had a charge off account which in fact I called and took care of a balance because they wouldnt let me open and account a new one without paying all the other account off so I made a payment I paid it off and got a new checking account now theyre telling me that I owe them more money Id never received anything that couldve been meals fault which ever but when I ask why did you let me open an account she said well sometimes the online doesnt tell you Ive been assured her again I talk to somebody and made the payment no answer is no explanations on how I got a new account with owing them money and it because they were been some insufficient funds in my account in the last 90 days thats why shes not releasing the hold I then proceeded to tell her it is very obvious and evident that I am having financial issues so there again I am penalized because I am having financial issues but yeah both of my accounts are in good standing so therefore I make right and I was told by a representative exactly what to do and it was wrong so Im penalized for that and refused to fix. Every person I spoke to and told the story to proceeded to try to tell me how to budget which I worked at a bank before youre specifically not supposed to give financial advice however they dont have all the facts of how and why Im in the situation that I made it has nothing to do with budgeting the information was given to me was incorrect and they refused to fix it.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85746
Submitted Via: Web
Date Sent: 2022-01-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-15
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Usaa has listed a car loan I had with them as charged off and I paid the full amount owed. The car was XXXX and I had full coverage with XXXX insurance usaa was my lender and my insurance company after my past XXXX totaled the car they said I still owed and I asked to make lower payments with them and they declined. I didnt make payments on the totaled car that they had possession of. I am on XXXX and they took every dime deposited from my account and took all my money deposited from my XXXX checks for months leaving me and my XXXX XXXX a few years back. I more than paid for the car I paid for extra insurance in case anything happened to the car I wouldnt be left owing if the car was totaled. They have been a XXXX of a company causing me much XXXX and steeling my money. They took a XXXX check they had cleared from my account sent it back to sender because I did not put my account number at the bottom of a deposited check the check was good and they never denied it being a good check I want the charge off off my credit report from them I have more than paid from being a usaa victim of theirs
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32526
Submitted Via: Web
Date Sent: 2022-01-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-14
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: See attached package including a True Bill, received by company as verified by XXXX XXXX of Mailing Form 3817 with a postmark date of XX/XX/2021. XXXX received the instrument and responded ( see last page of packet attached ) by saying they were ceasing and desisting all collections and have returned the account to their client.HOWEVERThey, along with their client, USAA have kept the instrumentwhich facilitates discharge according to UCC 3-603 Tender of Payment. They did not send back anything other than the correspondence attached. Not only have they and USAA violated numerous 15 USC laws such as : 15 USC 1692c ( a ) Communications without prior consent. {$1000.00} 15 USC 1692c ( b ) Communications without prior consent with third parties {$1000.00} 15 USC 1692c ( b ) Communications without prior consent with third parties {$24000.00} 15 USC 1692b violation stating consumer owes debt {$1000.00} 15 USC 1681b Furnish consumer report circumstances and no other {$1000.00} 15 USC 1681s Responsibility of furnished of information {$1000.00} 15 USC 1692e debt collector {$1000.00} 15 USC 1681i treatment of inaccurate / unverifiable information {$1000.00} They have sent these documents through the United States Postal Service [ 18 USC 1341, 1342 As of the date of this complaint, neither XXXX, nor USAA has returned the instrument tendered on XX/XX/2021 as verified by the XXXX postmarked Certificate of Mailing.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-14
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: USAA closed my savings account for not having a signature card on file. I know that they are legally entitled to do this, and while I think their notification process is woefully inadequate, that is not the source of my complaint. I was mailed a check with the balance of my savings account with a notice on the document stating " Notice : As per AK law, this check with reasonable identification can be presented for immediate payment at the XXXXXXXX XXXX XXXX XXXX XXXX '' ( see attached document ) When I went to the XXXX XXXX XXXX XXXX XXXX I was told they would not cash the check because they had an agreement with USAA to cash these types of check but that agreement had expired about 6 months prior. When I called the customer service line for USAA I was told my only options are to find another bank that will cash the check ( without having an account at that bank ) or deposit the check into my USAA checking account. No explanation was given as to why the law their own document cited was not being followed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AK
Zip: 99508
Submitted Via: Web
Date Sent: 2022-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-11
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I was scammed Saturday XX/XX/XXXX. I bank with usaa and and I realized what was going on I immediately hung up the phone and called USAA. The representative was very helpful we went through my entire account changed all my security settings and everything everything was fine then all of a sudden my account was frozen on Sunday I have spoken to these people all day everyday and I can not get in touch with a higher authority and they're telling me they're closing my accounts I'm freezing my money for 60 days. I've feverishly tried to find out how to send in all the documents proving how this happened and they just don't care. All of mine and my husband 's deposits go in these accounts. I can't pay any bills or even get gas money. I don't understand why the ceo or vice president will not respond. I can not even speak to whomever is supposedly investigating the account. I can't even get an email address to send these documents to.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 706XX
Submitted Via: Web
Date Sent: 2022-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-11
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: Back in XXXX when my husband and I were stationed in XXXX XXXX. An insurance claim was falsely and improperly handled by a XXXX technician who submitted false results. Since then I've submitted several complaints trying to resolve the issue on my behalf unfortunately since USAA decided to close and lock all accounts we had with them. I would like the opportunity to appeal and dispute findings since language barrier was a huge factor in the claim. I am attaching some background information as to what happened. Background : Hello, We started a personal property claim with USAA for our laptops back on XX/XX/2017. SInce we are in XXXX, the XXXX claims office handle our dispute. Also, back on in XXXX XXXX I had a claim on two previous XXXX which were settled with no problem. Now, XXXX XXXX was our claims adjuster. She was very brief and got back to us as soon as possible. I submitted everything showing the cause ( dropped, even though a power surge failure was listed ) she asked and then informed be itll be 5-7 business days for review. Well, that passed up and I began to get concerned. I called to speak with a manager, XXXX, whom was very helpful.She mentioned that someone ( I assumed our claim adjuster since that was the only person who we were communicating with ) was supposed to call and inform us that they needed to get a recorded statement from me, XXXX XXXX. That was handled within the same day. What frustrated me was that XXXX did not relate that information to me, as we literally spoke that day in regards to the claim then I had to ask for her manager. During the recorded statement, she asked why would I have 4 laptops? Well, convenience in our case especially for different purposes. I insinuated that there was some judgement within that. However, once we finished she informed me that it'll be forwarded to our stateside office since thats who requested it. Into week 3, I recieved an initial contact from XXXX XXXX XXXX who was the special investigator who I assumed was the one who requested the recorded statement. Furthermore, I returned XXXX 's phone call 2 days in a row in which he did contact me the third day stating that he has training all that week and would get back to me once he return. Now, it has been XXXX XXXX going on XXXX weeks. FINALLY, I speak to him and he asks for a recorded statement. WOW!! seriously, so I mentioned ( several times ) that I had already did one with XXXX XXXX XXXX from the XXXX office here in XXXX. Well, we could never really get a good time to talk over the phone and he insisted that my husband, the policy holder, XXXX XXXX XXXX should be present. Which is/was very difficult with the time zone difference and being that my husband is military. After a few attempts, XXXX XXXX informed me that he'll have one of their colleagues to assist whom is XXXX XXXX XXXX Who is here in XXXX. At this time a month has past, I submitted all of my paperwork requested, consistent run arounds, lack of communication so on so forth. I spoke with XXXX XXXX and we agreed upon a date to meet which was too soon for him being that he has other clients. I expressed my frustration with the claim and he began to get very disrespectful after I informed who that we could possibly do a phone interview ( to speed things up ). He insisted that he HAD to meet with my husband and a phone interview was not permitted. Okay, so I suggested Monday and that XXXX XXXX was initiating telephone contact but as stated above it was hard to negotiate time. Once XXXX XXXX became disrespectful ( keep in mind, I am emailing back and forth at work ) He calls my cell phone and then emails me threatening to contact my husband 's chain of command and to end the dispute due to me not giving him my husband 's cell phone number. My thing is, you can not insist that I insulted you because I expressed the inconsistencies with this claim which is quite frustrating. Overall, it is not professional to communicate threats in defense of insulted feelings, in the end, we are the customers and XXXX XXXX ; s actions were highly unprofessional. I found out that he was a fraud investigator which threw me completely off. I didn't understand how a fraud specialist end up in the mix as this has never happened in the previous claims. The whole process was confusing, misleading, and lack of communication, discrimination as well.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 275XX
Submitted Via: Web
Date Sent: 2022-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A