Date Received: 2021-07-07
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I have called USAA multiple times. My ex husband had a credit card debt with USAA, he paid it off about 6 months ago. He has tried with I also to have USAA update the account that has paid in full. The account has been paid and XXXX out with a XXXX balance. The account is still showing up with negative history and a balance of over $ XXXX I have called them and written letters to have this account removed from my credit report. I can not purchase a home with this account on my report. This account was only placed in my name as an authorized user. I have documentation stating this account is paid in full with a XXXX balance and they also refuse to remove it from my credit report. They must remove it. This account has been paid off since XXXX of 2021. USAA as a company just gives me the run around and states that i have to contact the credit agencies to have it removed. When i contact the credit agencies they state that USAA must report to them that it has been paid in full at a XXXX balance. They just give me the run around like always.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33618
Submitted Via: Web
Date Sent: 2021-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-06
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XX/XX/2021 I sent 10 pages of confidential and highly personal information to USAA Federal Savings Bank via Certified USPS Priority Mail as per their forms/contact address to establish Power of Attorney for my 5 banking/insurance accounts with USAA FSB. On Friday XX/XX/2021 @ XXXX I received an email from XXXX XXXX, USAA XXXX Fulfillment Specialist writing to state my POA request could not be completed or established because of missing pages. ( The mailed documents included 6 pages of very personal info per USAA form and 4 page copy of my legal Will- notarized by my attorney on mailing date XX/XX/2021 ). The email from Ms XXXX contained no information on what pages or documents were missing, nor how or when they went missing. I was advised to go to online account and submit forms or call the main bank number for assistance. The online forms were the same documents mailed! There were no communications in my bank account inbox regarding the events. To date, Ive sent 4 emails, made 4 phone calls - one answered- and after more than 8 minutes the CS rep ( XXXX is? ) advised my call had to be transferred to a Banking Specialist. After waiting on hold another 15 minutes, I was disconnected. Subsequently I contacted USAA via the online chat. ( This chat is saved ) ; after 22 minute chat, rep again could only advise a phone call to a Banking Specialist. I am unable to discover what personal and confidential information is missing or other breech of privacy events may have occurred from USAA and their representatives.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 16823
Submitted Via: Web
Date Sent: 2021-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-05
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: My employer XXXX XXXX XXXX XXXX executed an unauthorized debt from my bank account at USAA FSB. The bank allowed the unauthorized debt to be executed even though there were insufficient funds in the account and transferred funds from a secondary account to fund the transaction. The bank 's overdraft policy is problematic in that it transferred money to satisfy the ACH Debit but it doesn't transfer funds to cover day to day debit card charges.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: UT
Zip: 84043
Submitted Via: Web
Date Sent: 2021-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-04
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: XXXX XXXX, 2020 Mr. XXXX XXXX XXXX noticed that his XXXX Credit Report contained fraudulent information from the Credit card section of the report. This illegal illegal activity occurred without Mr. XXXX giving his permission or authorization and allowed me to contact Law Enforcement ( FBI and Secret Service ) in the XXXX XXXX, Texas jurisdiction that is the physical address of USAA Federal Savings Bank. The company ( USAA ) is not cooperating with the police investigation and recently was notified that the Consumer Financial Protection Agency was also involved with Law Enforcement on multiple accounts opened in my name and I require a written response from the President and CEOi about what the immediate action to stop this harassment by criminals that do not care about my 30 year membership and exceptional credit rating that is being destroyed without my permission. I want answers to this distasteful message from USAA and investigation with Impunity that will give much needed closure and Cash Settlement!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-07-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-03
Issue: Incorrect information on your report
Subissue: Public record information inaccurate
Consumer Complaint: I am dealing with identity fraud, tax fraud and identity theft. There is a group of people I would need to be contacted immediately because of the seriousness of the case. My identity is being used all types of ways everywhere different states. Stolen debit cards, money laundering so far out of 5 accounts that I know of so far. XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX and XXXX XXXX XXXX XXXX and XXXX. I have statements as well. Im dealing with tax fraud as well as Ive requested transcripts back from XXXXpresent and also student loan accounts through department of education. People are going to school in my name getting financial aid and loans and their are also properties in my name I am unaware of and there are businesses in my name
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23607
Submitted Via: Web
Date Sent: 2021-07-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-03
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: USAA has been discriminating against me and my personal checking account/insurance policies for almost one year. Denied full access to my account. I have been with USAA for about 32 years. It's disappointing to experience the treatment that I have been receiving from USAA for the past 3 years For the past 3 years USAA has restricted access to my checking account. The first couple times that my account was restricted according to USAA Bank, The IRS was in need of information regarding me and my checking account. I refused for a long time to fill the information requested as I have always filed my taxes and if there was any additional information that the IRS needed from me they knew where to contact me. Last year during the month of XXXX or XXXX I started having issues again with USAA regarding restrictions to my checking account. Last time was the IRS, this time the questions are related to FINCEN. FinCEN. As you mostly like know FinCEN is the agency that investigates money laundering. I have not gone thru all the questions but here are some of them. Q. What is your annual income? Q. Are you a current or former high level elected or appointed FOREIGN government official? Q. what is your net worth? Q. will more than {$5000.00} in cash will be withdrawn monthly? Q. Will international transfers be sent from this account? Q. Will cash equivalent will be deposited in this account? Q. Will cash will be deposited in this account? Q. How are you going to use the checking account? As I mentioned before there are other questions but due to the fact that I have yet to complete the requested form provided by USAA, I do not have access to the all the questions. As of today, I have no access to my account with the exception to view the balance. I called USAA to resolve the problem and there is no help what so ever. I have never since XXXX when I first arrived to this country - legally - I have felt discrimination until USAA started discriminating against me and my account. WHY is USAA restricting my account there is no reason. Is it because I am a XXXX woman? Once again there is no reason for USAA to barred me from my account. I have never made cash deposits - any check that is has been deposited is accountable for it and can be traced to the issuing source without a problem. I have never worked for a foreign country. I do not have contact with high level official from a foreign country. I am just a woman trying to work hard, legally, ethically, pay my taxes and survive XXXX XXXX. USAA should be ashamed for heir business practice and should be penalized financially. Furthermore, I do feel that USAA should compensate me financially for a whole year of headache dealing with them. Are there other in the same boat that I find myself with USAA, most likely? I know in the past USAA was the most amazing bank, customer service was great! In the past few years USAA has been going down the drain in my humble opinion. Thank you for your time,
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32259
Submitted Via: Web
Date Sent: 2021-07-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-02
Issue: Other transaction problem
Subissue:
Consumer Complaint: I have previously reported the following XXXX transactions totaling {$13000.00} to USAA as fraud : XX/XX/XXXX - {$500.00}. XX/XX/XXXX - {$1000.00}. XX/XX/XXXX - {$1000.00}. XX/XX/XXXX - {$1000.00}. XXXX XXXX - {$500.00}. XX/XX/XXXX - {$1000.00}. XX/XX/XXXX - {$500.00}. XX/XX/XXXX - {$500.00}. XX/XX/XXXX - {$1000.00}. XX/XX/XXXX - {$1000.00}. XX/XX/XXXX - {$500.00}. XX/XX/XXXX - {$500.00}. XX/XX/XXXX - {$100.00}. XX/XX/XXXX - {$500.00}. XX/XX/XXXX - {$1000.00}. XX/XX/XXXX - {$500.00}. XX/XX/XXXX - {$400.00}. XX/XX/XXXX - {$200.00}. XX/XX/XXXX - {$200.00}. XX/XX/XXXX - {$250.00}. XX/XX/XXXX - {$300.00}. XX/XX/XXXX - {$500.00}. XX/XX/XXXX - {$250.00}. XX/XX/XXXX - {$100.00}. For USAA to say that these transactions are not fraud is completely wrong. Please pay attention to the words and documentation that I have submitted in this complaint. During these dates I was serving my country on a XXXX in the depths of the ocean with NO access to the internet or to my cell phone. I have attached my statement of service stating that I was onboard a XXXX during these dates. I went on XXXX on XX/XX/XXXX and prior to that I had called XXXX XXXX XXXX to suspend my cellphone service. The person who defrauded me had called XXXX XXXX XXXX after I had left for XXXX and she convinced XXXX XXXX XXXX to keep my cellphone service active WITHOUT my consent. This allowed her to receive text messages from USAA and allowed her to change my passwords all while pretending to be me. I have attached my XXXX XXXX XXXX usage report during these dates. You can see that text messages from USAA ( SMS code XXXX ) were received starting on XX/XX/XXXX most likely allowing her to have my personal information and passwords changed while I was on XXXX. I DID NOT authorize these transactions and I am a victim of identity theft. I was severely and maliciously defrauded. I have attached police reports that document that the person who did this is a con artist / serial defrauder. I also found that a bench warrant was issued for this person 's arrest in XXXX ( also attached ) for contempt of court in a case where she stole the identity of a service member serving in XXXX and she opened multiple credit cards in this persons name. She also opened 5 credit cards in my name and so far XXXX XXXX and XXXX XXXX XXXX XXXX has recognized that I was defrauded and they had their bank 's entries deleted from my credit profile. Furthermore, she also sent money to her daughters from my XXXX account totaling {$7200.00} while I was on XXXX. XXXX has recognized that I was defrauded and had those funds returned to me.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: WA
Zip: 98366
Submitted Via: Web
Date Sent: 2021-07-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-02
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: Compliant regards USAA online BillPay of our monthly mortgage payment for XX/XX/2021. We have both worked through COVID and do not have a financial hardship due to COVID. We pay our monthly mortgage through automatic payment from USAA to XXXX XXXXXXXX XXXX XXXX XXXX XXXX. Have had no problems before/since XX/XX/2021 with payments. Bottom line - USAA failed to inform us in writing, by phone, verbally, or through any other correspondence that they were having problems with their provider XXXX ; a problem they knew they had in late XX/XX/2021 prior to our payment due date of XX/XX/2021. Through USAA failure both my wife 's and my credit scores have been adversely affected and despite multiple phone calls to USAA, representatives have either refused to assist or quite frankly lied to us. As a 30+ year member, I am insulted by their representatives failure and refusal to assist in a simple request of providing a Good Faith Letter to us and our mortgage company, XXXX XXXX I did not know that we had a problem with our XXXX mortgage payment until XX/XX/2021. I have never had a problem using USAA online BillPay previously so I would never expect to have one now. On XX/XX/2021 we received a letter from XXXX dated XX/XX/2021 stating our Mortgage " is in default. '' I called XXXX and was told this was an error and I should ignore. However, I immediately checked online to ensure the payment was made. According to USAA, online BillPay the payment was marked " complete '' with a date of XX/XX/2021. I also called USAA on XX/XX/2021 and told we were okay ; USAA made no acknowledgement in this call that there was an issue ; I was told payment was made. Therefore, my wife and I concluded we were okay. On XX/XX/2021 we received a priority mail dated XX/XX/2021 stating, " Notice of Pre-Foreclosure. '' On XX/XX/XXXX, XXXX, and XXXX we spent hours on the phone with both XXXX and USAA. I took time off work, at my expense, thinking I could get it resolved. I was told various versions and stories from multiple USAA representatives. Eventually, on XX/XX/XXXX, I was walked through the way USAA processed mortgage payments by a USAA resolution team representative. USAA stated they processed our XXXX payment through their partner XXXX to XXXX XXXX XXXX XXXX to XXXX on XX/XX/2021 and it should have been completed on XX/XX/2021. Initially USAA did this through an electronic transfer which was canceled by someone due to the computer software issue, and then USAA paid by an electronic check. Bank records should indicate that prior to my phone call on XX/XX/2021, the transfer was listed under " Delivery Method '' as " Paid Electronically '' and after that call on XX/XX/2021 someone at USAA changed the transfer " Delivery Method '' to " Paid By Mail. '' USAA did not inform us that the payment was changed from electronic transfer to a delivered check ( no other payments before/since have been done with an electronic check ). Nor did USAA inform us that the check was sent and no one could find it. Okay ; a bit of sarcasm here ; really? Sounds like a bad TV commercial. I could have figured this one out ; it's COVID. Minimal people working in buildings so who is looking at the mail in these companies? Regardless, the documents we were provided clearly show the transfer was sent, had a confirmation number, and was complete. Yet ; it was not. Even today, document online shows that " Bills '' to " XXXXXXXX XXXX XXXXXXXX ( Home Mortgage ) '' from " Account/Method '' of " XXXX '' in " Amount '' of " {$3000.00} '' with " Arrival Date '' " XX/XX/2021 '' has a " Status '' of " Completed. '' This transaction never occurred but is clearly documented as complete. My banking records will clearly show that I had to cancel this transaction - a " Check '' on XX/XX/2021 when no one could find it and I authorized XXXX to pull the money from my account. On XX/XX/XXXX, finally after multiple calls and my insistence on having USAA representatives look at their own documentation, USAA acknowledged that the problem was actually reported to them by XXXX at the end of month XXXX, prior to our XXXX payment to XXXX ; a computer software problem with payments for many customers we were told. USAA representative stated that the problem was not ours and that USAA would send XXXX and us a " Letter of Good Faith '' explaining the problem. USAA assured me that this problem would not impact my credit, nor would we have any associated fees ; and if there were, because we were guaranteed under their XXXX agreement, USAA would handle and make right. I then authorized USAA to cancel the electronic check, which was now over a month old, and we paid XXXX directly on XX/XX/XXXX for the XXXX payment. We thought the issue was resolved. However, USAA again failed to meet their obligation and commitment as they did not send us a XXXX XXXX XXXX explaining the situation as they said they would, nor did they provide anything to our mortgage company XXXX. On XX/XX/2021 my spouse received an alert about her credit. On XX/XX/2021, my wife received multiple alerts from XXXX XXXX, and XXXX stating her credit score dropped. We were shocked. Each company dropped her credit by more than XXXX points ( i.e. XXXX XXXX to XXXX XXXX. We immediately began making calls. Credit companies no help ; we get it - they always hear a story. XXXX no help - although we had documents and asked reps to review our account notes, we were outright blamed for the errors since we used USAA XXXX XXXX auto payment. Said best they could do was request a dispute review, but they had no documentation provided by USAA to them. Therefore, despite the emails we have and the printouts showing all payments made timely XXXX could not assist. We are disputing this with XXXX. USAA was even less helpful. I spent 3 hours, 2 minutes on phone on XX/XX/XXXX ; spoke with multiple people and on hold for 2 hours 38 minutes of that time. Each time I spoke with someone I had to retell our story and ask them to review notes, each time I asked to speak with a supervisor, was put on hold and then transferred to someone else who was not a supervisor and had to start all over. At the 2 hours and a half XXXX, I was promised a supervisor was on the line and would be with me in less than 5 minutes ; 20 minutes later XXXX identified himself with the resolution team ; he was not a supervisor and wanted me to retell the issue once again. I asked for a supervisor and he told me none was available and he could not assist me. Read the transcripts. No one in USAA attempted to just provide what we were promised in early XXXX - a letter that if provided, would have prevented our credit scores from dropping by over XXXX points for a banking error that USAA knew about and acknowledged was not our fault. I emailed the USAA CEO for Customer Relations, XXXX XXXX and asked for assistance. I have not heard back.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98371
Submitted Via: Web
Date Sent: 2021-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-29
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: USAA Savings Bank is reporting a debt on my file that I do not owe. During this time, I opened an account and ended up getting XXXX from XXXX to XXXX. Under the Sailors act this debt is voided and must be removed from my credit file. Reporting it is unlawful and a violation.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85374
Submitted Via: Web
Date Sent: 2021-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-29
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XXXX I started payment for a automobile motor from XXXX XXXX XXXX using my USAA debit card ending in XXXX. The amount was for XXXX. I later finished payment for this motor on XXXX for a total of XXXX with me USAA credit card ending in XXXX. I have never received this motor and I have never received a refund for my purchase. I no longer wish to be a consumer in America until this matter is solved.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: HI
Zip: 967XX
Submitted Via: Web
Date Sent: 2021-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A