Date Received: 2021-10-28
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I am a victim of identity theft, I have had several other vehicles and credit accounts removed from my credit. USAA is refusing to allow the removal of this fraudulent debt. The dispute for the account with USAA FEDERAL SAVINGS BK that starts with XXXX was not changed as a result of our processing of your dispute. The company that reported the information has certified to XXXX that the information is accurate. I want to see what they are claiming is certified proof-
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33563
Submitted Via: Web
Date Sent: 2021-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-27
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I bank with USAA, and I want to start this off with usually I have received the highest level of customer service from USAA. However, with this recent incident with USAA has reminded me that they are not looking out for the best interest of the customer and will hide behind any loophole. Any time I have had an issue with an account, when my loans auto payment did not work correctly and they were past due. They called me, let me know, we made a payment and fixed the issue with auto pay and since then there hasn't been a issue with auto pay. If there was an occasion that I was behind a few days on my CC, I would promptly receive a call informing me and I would login and make a payment. I currently have 2 Credit Cards with USAA. One I have never used and the other I have used only as an emergency card. In the 11 years that I have been with USAA, I have rarely had to use my card, but I have always made my payment or paid it off, never late. When Covid happened and everything shutdown, I was forced to utilize my CC in order to make rent and meet my bills. Quickly I saw the balance on my card peak at {$6000.00}. After a few months I was able to regain a foothold of our finances, I was able to stop using my CC and start looking at how to pay it off. I was able to make my minimum payment every week always on time and never late. After over a year of making payments towards my CC trying to pay it down, I was able to get the balance below {$3500.00}. On XX/XX/2021, I was able to payoff the remaining {$3200.00}. I was so happy, I can not explain the release of stress I had once I made that payment. I cried out of joy that we were making progress and that the burden of at least CC debt was taken care of. I checked for like a week to make sure everything was good and then I hide the account on my homepage and quickly went about my life being CC debt free. I recently had my credit ran and for the first time in my life I was a XXXX score. I was proud of what I had earned. Things are going good, all things considered with the pandemic and all. Then due to covid, my wife ended up being released from her employment, as well as our babysitter was no longer baby sitting. I was faced with being the only paycheck and having to meet all of the bills. I am proud to state I have been able to maintain all of our financial responsibilities and we have not been in a danger of having to consider using the CC. I have been able to make progress towards paying off my other USAA consolidation loan, in my attempt to claw my family towards being free of all debt. On XX/XX/2021 I wake up to a alarming amount of emails from XXXX XXXX informing be that I have negative marks on my credit and that I have an outstanding balance. I quickly jump into investigation mode to find out what is happening and if this is and error or not. I quickly discovered that my USAA account was {$9.00} past due. I was shocked, confused and scared. Just as quickly as XXXX XXXX informed me, I just as quickly made a the payment and paid off the card, again. I called USAA to find out the issue and how to get it resolved. When I informed the 3 different departments of what happened they all were confused as to while no one called to inform me of a {$9.00} payment. They did inform me that the residual money added after the fact was interest. There was never a point that I was unable to make the payment, I was 100 % completely unaware of the fact there was even a balance, as previously stated I had paid it off, no one made any attempt to make contact with me. I work off my phone so I know no one called me as I can always answer and USAA confirmed that I was not called relating to this bill. They state that I was sent an online statement to my USAA account ( doesn't even say URGENT or LATE or PAST DUE ). That I was mailed a single correspondence regarding the bill, that I did not receive this notice and still have not received it since the time of this writing. I do not know if these can be updated but if i receive the notice I will update. Again if I recieved a bill saying I was 3 months past due and my credit was about to be hit by a truck, I would have easily made the payment like I did once I found out about it. Regardless of the fact that I have been with USAA for 11 years with a perfect record. I have started my credit with them and built it all the way to a XXXX. All the accounts and services I have with USAA and ones that I am currently looking towards adding, all in perfect standing. Even though USAA has said they should have called me to inform me, and they will pass along the info so it doesn't happen anymore. For me they cant do anything because they sent me 2 digital statements that I haven't opened in my 11 years with USAA and I still do not fully understand where it is or have been able to find them. I watched over the past few weeks of dealing with this my credit drop from a XXXX to XXXX and each one of my bureaus get hit and tank. I feel as though my hard work and care full planing was just erased and ripped from me. I do not understand how a company that is about customer first can treat a loyal customer like this.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92879
Submitted Via: Web
Date Sent: 2021-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-27
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: This account is fraudulent in regards that the security interest paid for all obligations. USAA continues to communicate with me harassing, oppressing, and abusing me in connection with this debt. USAA has continued to send false, deceptive, and misleading representation in connection with the collection of debt created by this account. USAAs unfair and unconscious practice to collect this debt is causing harm, abuse, and is very deceptive. USAA continues to infringe on my rights as a consumer by not in good faith upholding their responsibilities in regards to the Fair Debt Collection Practices Act ( FDCPA ) and Truth in Lending Act ( TILA ) for the debt in dispute as well as the validity of the debt, or any portion thereof.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28376
Submitted Via: Web
Date Sent: 2021-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-27
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I filed a complaint against this bank earlier this year. My wife had an account that she closed in XXXX. We lost online access to that account immediately after she closed it and could no longer see any charges or funds being processed. Approximately 60 days after that, I was paid by a new job, and the bank seized my entire paycheck. The bank seized this money out of my account because my name was on my wife 's account. After my wife closed her account, many charges were posted to the account that we have no recollection of authorizing. We could not report the erroneous charges within the legal time frame because we were unaware that the account was still actively processing charges. Again, we closed the account and no longer could view details. We claimed fraud and disputed the charges that should not have been able to have been processed after we closed the account. The bank 's associates insisted that we still had access to our online portal to view account details when we did not. We repeated this dispute process often enough that the bank " flagged us '' for disputing the charges so many times. Eventually, the bank elected to exercise its right to stop doing business with us. This event has caused severe financial stress in our lives as we were in the middle of moving right as the pandemic caused a nationwide shutdown. I had charges pending to my account that was valid that USAA flagged as fraud and then refused to pay. I have had to pay several large bills twice because of this. There has been no accountability for where our money has gone, including the federal government 's initial stimulus payment for COVID-19 relief. An executive assistant called me after I made this complaint the first time and said that they found no wrongdoing in their own internal investigation. I disputed the contents of their findings over the phone. I have not received the information from this bank that I need. We have called them multiple times to get paper copies of our statements from the account to try and understand what happened. We still receive emails about an insurance payment being due when we no longer conduct business with them. I have found that this entire struggle has been woefully opaque. We have had to try and construct logs of everything that has happened from our memory without concrete detail because we trusted the bank to deal with us fairly. Whomever of their associates we talk to has notes of every call and transaction, but we do not have the same level of information. We feel disadvantaged and robbed. We do not have any statements, bills, or online portal access to access any evidence with which to dispute the charges. We were entirely reliant on this financial institution that we trusted with our money. Friends and family, coworkers, and associates are shocked and appalled to hear my story. Even legal consultation tells us that everything the bank did was legal. So we have absolutely no recourse against this large organization. We feel underrepresented, taken advantage of, and misinformed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95841
Submitted Via: Web
Date Sent: 2021-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-26
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: USAA falsified documents in order to get me to pay an amount of their indebtedness to the bank.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 235XX
Submitted Via: Web
Date Sent: 2021-10-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-25
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 a charge of {$760.00} was fraudulently made on my USAA Bank credit card. I had not used this card since XXXX and did not realize that it had been used until I began receiving collection calls in XX/XX/XXXX. On XX/XX/XXXX I called USAA Bank, found out about the charge, and made it clear that this was a fraudulent transaction. I was told that the this would be taken care of. Nothing happened and collection calls and letters continued. I have called again a number of times, have spoken to about 15 agents over the course of approximately 5 hours. I have been told several times that the charge would be taken care of several times. As a result of the XX/XX/XXXX call there was a credit of {$790.00} applied to the account. However, this did not cover all of the interest and fees, and collection calls and letters have continued. On XX/XX/XXXX I sent a registered letter to USAA Bank in the hope that they would respond to a mailed dispute ( copy attached ). Again, nothing happened and I recently received a letter from USAA that they intend to send the account to a collection agency.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: NY
Zip: 120XX
Submitted Via: Web
Date Sent: 2021-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-24
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: XX/XX/2021 Re : Acct # XXXXXXXXXXXXXXXX To Whom It May Concern : I'm writing to you because I noticed that my most recent credit report contains late payment ( s ) reported on XX/XX/2021, XX/XX/2021 for my USAA account. I want you to know that I understand, and have great respect for my financial obligations. Unfortunately, at the time of the incident mentioned above, I had I was never late on this account. You reported to my XXXX and XXXX that I had a late payment. Please update.. Aside from this unforeseen and unavoidable circumstance, you will see that I have an excellent payment record. In the near future, I am planning on applying for credit card, and it has come to my attention that the missed payment ( s ) on my credit reports could hurt my ability to qualify. Thank you for your consideration. Have a blessed day!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30135
Submitted Via: Web
Date Sent: 2021-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-23
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: USAA closed my checking account, over 14 year account by a unauthorized phone call without any notice or communication with me, I am a veteran and very unhappy that they have left me with no access to my funds, said they mailed the check to my address but that I can't reopen my account, I have my bank loans with this account and have several deposits going to this accounts. I am not sure why they can do this!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 374XX
Submitted Via: Web
Date Sent: 2021-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-23
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: My name is XXXX XXXX and I am sending this request myself to address the inaccuracies on my Credit Reports. I have been patiently waiting on their response about the written requests I sent. However, any modes of response or coordination were not taken on their end. They have not complied with the Fair Credit Reporting Act, 15 USC Sections 1681i within the time allowed by law and continued reporting as unverified information which now, given all my attempts to address it directly with the creditor, as willful negligence and non-compliance with federal statutes. Below are the lists of the erroneous accounts reporting on my Credit Report : Terminate issuing incorrect information to my Credit Report and delete these accounts.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30331
Submitted Via: Web
Date Sent: 2021-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-23
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I had my personal checking, savings, auto and home insurance with USAA. MY grandfather was a original charter member of USAA as well. Not only was my checking account effected by forgery by a family member. My trust account for XXXX was completely stolen by a forged fax? Really. Not even 1 phone call from bank to do any verification. The money has a digital footprint to the person who stole it as they put it electronically into there bank account. I have tried and tried to work with USAA, and they just ignore me while they con
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 972XX
Submitted Via: Web
Date Sent: 2021-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A