Date Received: 2021-04-14
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I received a call for a lady named XXXX who said she was from the fraud department about an account. She was asking very personal questions about where our money comes from and our spending habits and how we use our money. I thought these questions were non of her business. After this call I was locked out of all my accounts with not internet access also. I called them back to ask about this and they said my accounts were under investigation for fraud. I monitor my accounts closely and have not seen anything to indicate fraud. I am also the POA for my mothers accounts as we have had to put her in a XXXX XXXX because of XXXX/XXXX. I have been taking care of my mothers finances for over a year with out any problems, but now I can't access her accounts to continue paying her bills. I want to file a formal complaint against this XXXX person as she has meddled in my accounts and has caused a lot of hardships for my family.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75098
Submitted Via: Web
Date Sent: 2021-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-14
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Was not notified of investigation status or results
Consumer Complaint: This is a formal complaint against Usaa Savings Bank located in XXXX XXXX, TX. This company has repeatedly violated my consumer rights under the Fair Credit Reporting Act as well as the Fair Credit Billing Act and has caused me much unnecessary financial AND mental distress. For starters, they're reporting an erroneous & unverifiable account on my credit report and not to mention an account in which I've asked for proof of claim and in which they have not been able to provide, per the FCRA & FCBA. Despite my efforts to resolve this unfortunate nightmare for several months now, Usaa Savings Bank has completely ignored my communications and legal submissions to remove this inaccurate information from my credit report. I am well aware of several other complaints filed against this company for their illegal and unethical business practices. Yet, somehow, this company is still in business. This company 's unprofessional & negligent behavior has caused lots of serious harm, not only to my ability to establish credit & good interest rates, but also to my character as a Professional and as an individual. Please help me, and the many other consumers just like me, to put a stop to the operation of these unethical & immoral business practices immediately. I sincerely appreciate your time and assistance in this matter and hope to hear from you very soon.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77338
Submitted Via: Web
Date Sent: 2021-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-14
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I pulled a credit report on XXXX and notices a credit card for {$10000.00} was opened in my name under USAA Savings Bank. It was opened under XXXX XXXX XXXX my name is XXXX XXXX. The account was opened XXXX. I spoke to USAA ( XXXX ) and they reported the account as fraud.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 471XX
Submitted Via: Web
Date Sent: 2021-04-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-13
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: USAA Credit Card. I have a balance of {$.00} on my credit card account. I attempted to pay this amount via the USAA Mobile app XX/XX/21. I selected " current balance '' as payment amount, deliver by date Tuesday, XX/XX/XXXX, from ( account stored on file ). I received a message that popped up stating " The amount you have entered is less than the minimum required. '' I tried again, this time entering an Amount to Pay as {$1.00}. I then received a message, " You have entered an amount that is greater than the account balance. '' I was unable to complete a payment for the amount owed. I attempted to use the mobile assistant but could not get an actual person to answer the question ( just automated attempts ). So, I called the USAA call center. I explained the issue and was advised that was correct, this is how it works and that I could not make a payment for {$.00}. I asked if there was any difference between the mobile app functionality and the actual online site and was advised that it was the same. I was then recommended to just go out and buy something else. I responded that was not the answer I was looking for, I just want to pay what is due. I was then told they could just refund the charge. I declined as this is a valid charge and is recurring monthly, so that is just a temporary solution. If I only have this charge and don't happen to use the card another time during the month, I still want to be able to pay for it. I was unable to reach any resolution during my call and still can't make a payment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22003
Submitted Via: Web
Date Sent: 2021-04-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-12
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: I am a long-standing and loyal client of USAA. Based upon a credit card offer I received from them, I opened a credit card with USAA at the end of XX/XX/XXXX ( in or around XX/XX/XXXX ), right as COVID was hitting. They sent the card to me expedited and charged an {$8.00} fee onto the card for shipping the card to me. However, they sent me a message that the card was being processed and indicated that it would arrive within 10 days by regular mail. Then COVID hit. Because I had not affirmatively used the card ( and it is a no fee card ), I did not realize the {$8.00} balance was on the card. Also, because of the COVID 19 pandemic, I was concerned and preoccupied during that time with health and safety issues for myself and my children ( as we all were ) and did not open any mail ( or even bring it into the house ) for a short period of time. As soon as I became aware of the charge, I immediately called USAA ( which was on or about XX/XX/XXXX or XXXX ). I was told not to worry, I had contacted USAA on time, the account had not been reported to the credit bureau, and that it would not be reported because I had contacted them and the fee would be removed before it was late. At that time, I was told that USAA had removed the {$8.00} fee ( so I was never required to pay it ) and was told that it had not been reflected on my credit report. Despite these initial assurances by USAA, it was reflected on my credit report sometime thereafter. I understand that I in fact contacted them in time and relied on their assurance that the fee was removed from the account. Payment of the fee ( which was removed on XX/XX/XXXX ) would not have been late until after XX/XX/XXXX or so. I understood that I had rectified the issue by having the fee removed before the late date. I have never used the card for any purchases ; I still have not used the card ; the balance remains at {$0.00}. I am a USAA customer for 25 years, with four different insurance products. I hired a credit company ( for a significant sum ) to assist me in rectifying the situation. I also attempted to resolve this issue directly with USAA. I have requested a one time courtesy from USAA, which they have declined. They would not allow me to speak with a XXXX and would not refer me anyone further ( beyond a person from escalation services ). I have been informed that they can not and will not assist me further. I also requested the recording or transcript of my conversation with USAA from on or about XX/XX/XXXX. I was informed that they did not keep the recording of my XX/XX/XXXX conversation and that they would not provide the call or a transcript to me. I also recently received a " Your Personal USAA Year-End Credit Card Summary '' that indicates that I requested a year end summary, which I did not. ( It states : " As you requested, enclosed is a Year-End Summary of your USAA Savings Bank credit card activity for XXXX. '' ) First - it is unclear why USAA would say that I requested this summary when I did not do so. Second, it shows that the expedited fee was removed on XX/XX/XXXX. Finally, it shows that there are no other charges on the account since its inception. Do USAA employees get paid more or get greater commissions when the cards are actually used and is that why they push to charge an expedited fee immediately onto the card? I did not need the card to be expedited and I did not specifically solicit them to expedite the card to me. Does USAA benefit in some way by this? This is a terrible practice, unnecessarily damaging to the consumer. I think this has been an extremely unfair and unjust outcome and it has had a terrible financial impact on my credit. By way of example, my mortgage interest is approx. {$200.00} per month more than it should be because of this report : Over a 30 year loan that is {$72000.00} -- for an {$8.00} fee that was timely removed ; on a card that I have never used.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07090
Submitted Via: Web
Date Sent: 2021-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-12
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I reported that I was a victim of identity theft and car XXXX. The preps used my phone and debit card to access my accounts. They transferred a little over XXXX to a made up cash app account. They also used XXXX XXXX and pay pal to transfer money. I filed a police, FBI, and FTC reports to help my bank understand it wasn't me accessing my bank. So far pay pal has refunded me my money. While cash app and XXXX XXXX both have verified it wasn't me drafting my accounts. I feel my integrity is being attacked when it wasn't me. My monthly spending also proves I have never made transactions like this. I have a fraud number from western union that can be given to USAA also.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23322
Submitted Via: Web
Date Sent: 2021-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-11
Issue: Getting a credit card
Subissue: Sent card you never applied for
Consumer Complaint: Identity Theft : USAA Checking/Credit card Sent to former address Close, please XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 212XX
Submitted Via: Web
Date Sent: 2021-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-09
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: Unauthorized. Life Insurance Policy Unauthorized Auto/Property Insurance Unauthorized account access Former account address XXXX and XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 212XX
Submitted Via: Web
Date Sent: 2021-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-09
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: Got a {$400.00} late fee on my loan. Multiple issues with the loan, have a pending complaint already with you regarding this. Want that late fee removed due to multiple issues with usaa. Also when the repo agent was at my vehicle it was damaged by him.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 020XX
Submitted Via: Web
Date Sent: 2021-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-08
Issue: Struggling to pay your loan
Subissue: Lender trying to repossess or disable the vehicle
Consumer Complaint: Have had multiple issues with USAA. Without any notice or right to cure sent usaa sent a repossession company to my home at midnight on Thursday. After a back and forth the company called my local police. After speaking with the officer the officer requested the company leave my property. After the officer left the driver returned to my home and threatened me by telling me to be ready as he will be back. This breaks laws, morals and speaks to the standards of USAA
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 01757
Submitted Via: Web
Date Sent: 2021-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A