Date Received: 2021-04-27
Issue: Problem with fraud alerts or security freezes
Subissue:
Consumer Complaint: I am XXXX XXXX in XXXX. I had been locked out of my account ( couldnt call to request pay, log in online, use app, request account number to pay. USAA reps couldnt verify me without using XXXXverify. I submitted my ID and call back number 8 times. No response. One representative did finally respond in email. I called and unlocked account. He said the USAA verification kept flagging my ID for fraud and thats why I wasnt getting a callback. I was then able to get my account unlocked on XXXX XXXX and immediately made a payment the same day. The representatives name was XXXX XXXX. I received another call from XXXX with USAA ext XXXX but was missed. I have submitted a dispute but I have the same call back issues. I have not received a call back to provide these additional details about the dispute, and XXXX XXXX XXXX did see that there was an continuous issue with verification and that it was taking quite some time and thats why he ultimately eventually reached out to me. My account now has a payment delinquency that I couldnt avoid due to having issues with my verification labeled as fraud when it wasnt before USAA would assist me. I have had two emails saying the called me to resolve and I attempted to call back the two representatives during the hours of Monday through Friday XXXX with no avail. Instead of continuing to try to follow up with more contact information the closed my dispute. I had always wanted to pay and have phone logs to show I have tried numerous times to take care of this issue. Not once until after I was overdue did any representative tell me to mail in a check and with that provided no additional information on who or how to send the payment. I will attach phone logs. I have XXXX missed calls, 2 that were erroneous answers to push a key to continue and one from XXXX, after I finally got access to my account. Another issue that didnt allow my ssn and credit card to match and verify my ID was since my card was cancelled it showed I no longer had any services through the bank, therefore they representatives also were unable to assist without verification through their verification program. Only until I submitted a formal complaint from XXXX XXXXhat they wanted to resolve the issue, ultimately I have received no calls to fix the issue as I had problems before. I have no issues from any of my other banks, like XXXX XXXX XXXX XXXX and XXXX for my banking needs.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AP
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-04-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-26
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Good afternoon, USAA is unwilling or unable process an ACH transaction so that I can send money from my USAA bank account to my XXXX XXXX XXXX account - a routine transaction ( XXXX XXXX ACH transactions each quarter in the US ) that most banks do at little or no cost. Alternatively, USAA offered to charge me {$30.00} for a wire transfer or to contact XXXX XXXX ( who presumably isn't a charity and would charge me high fees ). I spoke with numerous representatives at USAA of increasing seniority and all told me the same story ( above ). Surely, I am not a unique USAA customer and many others are being unnecessarily directed to complete wire transfers or other expensive transactions that benefit USAA 's revenues. Thank you for your help XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 293XX
Submitted Via: Web
Date Sent: 2021-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-26
Issue: Fraud or scam
Subissue:
Consumer Complaint: I was scammed by one of my friends XXXX pages for covid 19 help and shes a musician. It was giving money in return for a bigger amount of money in return. I sent it through my XXXX XXXX and then they were asking for more money. I sent {$300.00} on XX/XX/21. when I told them on XXXX XXXXr it was a scam they blocked me. Come to find out it wasnt my friend but a scammer and her page had been hacked. Me and so many others fell for it.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78108
Submitted Via: Web
Date Sent: 2021-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-23
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: I recently noticed a {$150.00} charge on my USAA credit card that I didnt recognize. After reviewing my account, I discovered this same charge had remained on my account for months which was strange, because my account is enrolled in AutoPay. I contacted an agent via online chat at USAA on XX/XX/XXXX to discover : -This was a charge in XXXX which was verified as fraudulent, and had been taken off my account -The USAA agent stated : I show that XX/XX/XXXX we gave you a temp credit while we investigated and in XX/XX/XXXX we made that a permenant credit. this charge started showing up on your acct after over a year ofa XXXX balance. It could have been something in the system that somehow glitchedand added it back on the acct randomly for some reason. it looks like it started showing up again on XXXX of last yearXXXX. But between XX/XX/XXXX and XXXX of XXXX it was totally gone. It is what I want to call a phantom charge that isshowing up but the system is not recognizing it because it was already resolved backin of XXXX of XXXX. A year later for some reason a year to the date it was resolved itstarted showing back up again. This chat took almost an hour and a half, and did not resolve the issue. The agent sent a note to the dispute department. On, XX/XX/XXXX I received a voice mail : Hello, this is XXXX from USAA about a time sensitive matter regarding your recent transaction. She did not identify which department she was from, and did not provide an extension to reach her. She only provided the companys toll free number : XXXX. That day, I called back and navigated the toll free number to the credit card department, worried that they were calling about a new fraudulent charge. The agent looked at my account and could not figure out why I was called. I spent over 16 min on that call, which went nowhere. Frustrated, I asked her to look into it and then call me back. On XX/XX/XXXX I finally received a return call from XXXX, who left the voice mail message. She called to discuss the persistent charge on my account that I discussed in the online chat. At the beginning of the conversation it was apparent that she hadnt done her homework and bothered to take the time to understand the situation. She initially said the balance was due to a new charge in XX/XX/XXXX, which was not the case. She finally figured out that it was due to the fraudulent charge in XXXX which was taken off my account XX/XX/XXXX, but mysteriously re-appeared a year later. This call lasted over 33 minutes, and did not resolve the problem. XXXX said she would look into it and call me back early the following week, either XXXX or XXXX. She said she could not provide me a phone extension to reach her. She never called me back, and the issue still has not been resolved. Because I am unable to reach an agent at USAA who can help me, and USAA has eliminated the option to send them secure messages or email on its website, I am forced to contact the CFPB for assistance in helping me to resolve this issue.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 92807
Submitted Via: Web
Date Sent: 2021-04-23
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-22
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Today XXXX I attempted to deposit 2 checks into my usaa checking account via the mobile app. I was shocked as for the first time ever USAA is only allowing me to deposit {$1000.00}. I called in to speak to someone wasting tons of time out of my day only to find out they did not know the reason as to why. The Represenative said that she could only raise my daily deposit limit to {$2500.00}, which is pure garbage. Additionally, USAA is now only allowing me to withdraw {$600.00} per day from my checking account, which is also pure garbage. I feel very alienated by USAA. I am requesting that the CFPB investigate this matter. I do not want USAA to call me on the phone as I am represented by an attorney. Any phone calls will result in an instant filing. In the event USAA does call me I do not want to be recorded at all.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91360
Submitted Via: Web
Date Sent: 2021-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-22
Issue: Fraud or scam
Subissue:
Consumer Complaint: I am a XXXXr in the XXXX and will be moving to XXXX in XXXX. I have been looking for apartments online and found a 2 bedroom 2 bathroom apartment for rent at XXXX XXXX XXXX unit # XXXX, XXXX, HI XXXX. It was listed on the XXXX website who works with XXXX. I emailed the broker, XXXX XXXX. He emailed back saying they could hold the apartment for me if I sent the {$2800.00} security deposit and {$2800.00} 1st months rent, so {$5600.00} total. He also sent a non-binding lease and said if I don't like the apartment in XXXX, we can cancel the lease and get our money back. I signed the lease, XXXX XXXX ( real estate broker ), and XXXX XXXX XXXX ( land lord ) also signed the lease. I then sent the {$5600.00} from my USAA account to XXXX XXXX XXXX XXXX account, account # XXXX, routing number XXXX on XX/XX/2021. XXXX emailed back confirming receipt of the payment and said we could do a XXXX meeting on the weekend of XXXX XXXX to view the apartment, as the current renter 's lease was up the 9th. I said either day would work and asked what time. After that I never heard back. Throughout the next week I sent 4 follow up emails and left 2 voicemails at both his numbers, XXXX and XXXX, with no response. I then filed a dispute with my bank ( USAA ), as I'm now realizing it was a scam. My bank contacted XXXX XXXX and they were unable to recover the funds and I will not be receiving any of the {$5600.00} back. USAA has told me there is nothing they can do, as the fraud department was unable to recover the funds.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20852
Submitted Via: Web
Date Sent: 2021-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-22
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: XX/XX/2021 Lawsuit has been and a court date set filed by my attorney in XXXX XXXX in Civil court against USAA false claims on my credit report and failure to conduct any investigation of fraud on my account. I have had USAA served and no response at all from USAA. They also bullied me into paying {$1800.00} of the fraud charges due to they knew I am XXXX XXXX XXXX and cant have bad credit. USAA Federal Savings Bank XXXX XXXX XXXX XXXX XXXX TX XXXX Dear USAA After reviewing my credit report, I am writing to dispute the following inaccurate information, all of which result from FRAUD CHARGES ON MY USAA CREDIT CARD XXXX and is not information relating to any transaction I made. Please investigate each account listed below as the charges are fraudulent and were made without my consent. I was bullied by all your staff at USAA bank to pay the fraud charges of {$1800.00} DUE TO YOU RUINED MY CREDIT. I am a XXXX XXXX XXXX XXXX XXXX living on XXXX XXXX. Why would I ruin XXXX years of XXXX credit score? After contacting the local police agencies and the FBI I should have not paid the fraud charges until it was fully investigated by USAA fraud department and a letter was sent to me clearly denying my claim. I have consumer rights by law to file an Affidavit of complaint. I also contacted a local law firm here in XXXX XXXX that are experts in this matter and they clearly stated to me I should have never paid the fraud amount until a professional investigation by USAA was done. I was told that this is the first step I must do to fix this matter. I have asked over and over to do a complete investigation and check the atm cameras and I can prove I was not in the same state that the fraud occurred. ( No investigation was ever done by USAA Fraud Department ) I was never allowed to speak to someone in the fraud department. I was never notified in writing that USAA Savings bank denied my fraud charge claim and I was responsible for all the charges on my account. I would like to see prove that I received those notices in writing. This whole matter has brought me to an incredibly sad mental state and have had counseling over losing my house due to now I cant refinance my house with bad credit. ( Police reports Filed ) XXXX XXXX XXXX Police XXXX / FBI IC3 Ic3 XXXX The XXXX XXXX XXXX police have started the investigation and taken my affidavit of prove that I was not in the states or locations of the fraud on my credit card. The FBI IC3 unit has also started their investigation and received my affidavit. ACCOUNT NAME - ACCOUNT # XXXX Please investigate this account, as the charges are fraudulent, and were made without my consent. Sincerely XXXX XXXX XXXX XXXX XXXX XXXX XXXX NV XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89012
Submitted Via: Web
Date Sent: 2021-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-22
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Divorce in XXXX. Took on too much debt in the divorce. Signed up for debt relief service in XXXX. Setted all debt but one- USAA XXXX USAA charged the account off I XXXX. I received a tax bill for the charged off debt in XXXX and paid it. USAA is reporting the account is closed but still reporting that I owe them. USAA is holding my credit report hostage. They're aren't even offering me a deal. They charged the account off, closed it, reported it the IRS, I paid the bill and they are still reporting it. Why? To be vindictive? I'm never paying them a dime AND I'm a servicemember.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: MI
Zip: 480XX
Submitted Via: Web
Date Sent: 2021-04-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-21
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: USAA is NOT a company with whom one should obtain a credit card due to arbitrary and unfair clauses in their credit card agreement. I made a payment for {$11000.00} on XXXX XXXX, which USAA shows as paid on that date, however, USAA refuses to update the available credit until XX/XX/2021 even though the payment has cleared the U.S. domestic checking account upon which it was written. USAA has subsequently sent me notifications that I must make a payment in order to continue to use the card and also denied charges. If I make payments and you refuse to credit them, what else can I do, USAA?? The credit card agreement states that payments received by XXXX will be credited the date of payment if they are drawn on a XXXX XXXX or within 5 days if they do not meet that requirement, however, it then caveats they reserve the right to withhold credit availability on any payment. The inclusion of the clause 'We reserve the right to withhold credit availability on any payment. '' allows USAA to create arbitrary and unreasonable reasons to withhold posting payments and updating available credit to the detriment of the consumer even when evidence demonstrates valid payment. I reached out to customer service where a lengthy phone call could not resolve the issue, their executive resolution team could not resolve the issue and I was finally referred to the office of the CEO to obtain the name of the CFPB to file this complaint.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33060
Submitted Via: Web
Date Sent: 2021-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-21
Issue: Took or threatened to take negative or legal action
Subissue: Threatened or suggested your credit would be damaged
Consumer Complaint: To whom it may concern : I received a notice from USAA auto insurance saying that on XXXX XXXX, XXXX, their client alleged that while I was leaving a parallel parking space on a XXXX XXXX, I backed into their vehicle and fled the scene. USAA alleged that their client took their vehicle to the claims adjuster and they adjudicated the claim in the amount of {$130.00}. When I called to inquire about the allegation, USAA claimed that their client had a video of the alleged incident. In complete disbelieve that USAA alleged that my vehicle caused {$130.00} worth of damage to their clients vehicle, I requested, in good faith, to view or receive a copy of the video to determine that it was indeed my vehicle responsible for the incident -- USAA, over the course of two months, neglected to communicate with me nor send a copy of the video. In XX/XX/XXXX, having received no communication from USAA, I wrote them via their web portal requesting them to dismiss the claim. The company, again, did not respond to my inquiry and instead sent my case to collections.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21045
Submitted Via: Web
Date Sent: 2021-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A