Date Received: 2021-03-30
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Because someone fraudulently used one of my credit cards in XX/XX/2020, I got a credit report from one of the major credit reporting companies. I think this was the first time in my life I had ever requested a credit report because I had always heard that doing so could lower one 's credit score : besides, I had no need for further credit. However, I did discover that there was an account for a credit card from USAA Savings Bank that wasn't mine. The number for USAA was listed on the report so I called them. This was around XX/XX/2020. When I called I told the person answering that I thought someone had created a credit card account with my identity. They asked me a series of questions and, yes, my identity was used to open an account. I was then transferred to the fraud department and they asked me more questions to determine my identity, They got to a point where they asked if I was in a particular branch of military service. I have never been in the service at all so at that point they said that was a " big red flag '' and they could see that the account was opened with my stolen identity. They said they would take care of it and get back to me. They didn't. I've called them three or four more times and written them a certified letter, but they are giving me no help or information.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 63026
Submitted Via: Web
Date Sent: 2021-03-30
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-29
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 want USAA to provide information concerning fraudulent accounts that are illegally procured without my permission and the Visa credit card has been destroying my personal identity. This was discovered by a Senior Banker that stated that USAA Fraudulent Department has admitted multiple Visa Credit Cards are currently been illegally opened by criminal individuals that are under investigation by the FBI that is located in XXXX XXXX, Texas. This was reported by telephone contact and the agency is involved in a criminal investigation of USAA Federal Savings Bank and Visa. Please provide written documentation to my mailing address within 3 business days
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-29
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: We were notified two of our accounts ' customer due diligence information needed to be updated due to regulatory issues with our bank. The bank restricted our account and debit cards. We called the bank four times and sent in the required documentation ( which they already had ) to get the accounts unfrozen. In two instances, bank employees told us the freeze had been lifted only to find out from other employees that it had not been lifted. This freeze is impacting our daughter 's Special Needs Trust and we can not purchase her necessary food with the funds in her account. To make matters worse, the bank has no way for me to submit a WRITTEN complaint. I need to call and leave a complaint but I have no idea if it has actually been lodged correctly. I want the ability to write a complaint, in my words, and submit to the bank so I have record of it. When this is resolved, I will be ending my long term relationship with the bank. Consumers should not be penalized for their bank 's regulatory shortcomings.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 920XX
Submitted Via: Web
Date Sent: 2021-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Subj : COVID-19 Financial Difficulty - Forbearance Request. On XX/XX/XXXX, I notified ( via USPS Certified Mail ), the lender, USAA, that I was experiencing a financial hardship due to COVID-19 and would not be able to make payments on my Home Equity Line of Credit. I requested a forbearance for a period of 6 months. At the time of my request, my Home Equity Line of Credit was current. In my letter, I agreed that the account would be restricted from further line of credit draws while in forbearance. I have emailed ( thru the member portal ) and called the number listed on their website ( XXXX ) for members to call if they were experiences financial hardships. I was transferred to several departments with no resolution. Now USAA is threatening to report delinquencies to the credit bureau and has not responded to my forbearance requests. It is shameful how poorly USAA treats Veterans who they direct their marketing as supporting. I have been a member of USAA since the events of XX/XX/XXXX and have excellent credit. Thank you for assisting in this matter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20715
Submitted Via: Web
Date Sent: 2021-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-29
Issue: Struggling to pay your bill
Subissue: Credit card company won't work with you while you're going through financial hardship
Consumer Complaint: Subj : COVID-19 Financial Difficulty - Forbearance Request. On XX/XX/XXXX, I notified ( via USPS Certified Mail ), the lender, USAA, that I was experiencing a financial hardship due to COVID-19 and would not be able to make payments on my USAA Credit Card. I requested a forbearance for a period of 6 months. At the time of my request, my USAA Credit Card was current. In my letter, I agreed that the account would be restricted from further charges while in forbearance. I have emailed ( thru the member portal ) and called the number listed on their website ( XXXX ) for members to call if they were experiences financial hardships. Now USAA is threatening to report delinquencies to the credit bureau and has not responded to my forbearance requests. It is shameful how poorly USAA treats Veterans who they direct their marketing as supporting. I have been a member of USAA since the events of XX/XX/XXXX and have excellent credit. Thank you for assisting in this matter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20715
Submitted Via: Web
Date Sent: 2021-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-28
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: USAA Bank Fraud XXXX XXXX account Impersonating representatives accessing account stating account closed. Check mailed for remainder of account. No verification of account closed. Letter from USSA state changes not closure to account. Also current screenshot current status of truck claim fraud. XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NC XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, VA
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 212XX
Submitted Via: Web
Date Sent: 2021-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-28
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: USAA XXXX Fraud XXXX Alert : Account duplicate Dark Web Cell phone ported Requested Account Closed 1XXXX XXXX Stop payment on XXXX purchases. XXXX ID request for deletion XXXX XXXX. Unusual notification-former emails and cell number no longer in use ( dated ). Sent duplicates of notification have been in use XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NC XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, VA
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 212XX
Submitted Via: Web
Date Sent: 2021-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-28
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: USAA XXXX Fraud XXXX Alert : Account duplicate Dark Web Cell phone ported Requested Account Closed XXXX XXXX Terminated Term Life Insurance Policy mid XXXX. Impersonating representatives. Intent to collect funds on policy XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NC XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, VA
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 212XX
Submitted Via: Web
Date Sent: 2021-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-27
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/XXXX there was a XXXX transaction of {$1000.00} to an XXXX XXXX from my USAA checking account. This transaction was unauthorized. I do not know XXXX XXXX. I was the victim of a scam, Mr. XXXX impersonating several people including a tow-man and mechanic. I called someone out to run a diagnostics on my non-running vehicle and they claimed to tow it to do just that however my vehicle along with my phone, and my credit/debit cards were stolen. This person began making transactions on my account ( fraud ) because he has access to ALL of my personal information and unlocked cell phone, so at this point I contacted the police and filed a police report but not before disputing those charges with my banks. Yes banks because XXXX XXXX also stole money from my other financial institutions totaling over {$2000.00}. I requested several reviews and appeals and even took it as high as the executives office with my dispute and it was still denied. XXXX at the XXXX office was extremely rude and dismissive of the situation and tried nothing to help resolve so I decided to file this complaint so that banks and XXXX scammers dont get away with stuff like this in the future. As a XXXX mother of XXXX this financially destroyed my family and Im asking that justice be served in this complaint. Please note that I provided the police report information as well and that still wasnt good enough.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30228
Submitted Via: Web
Date Sent: 2021-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-26
Issue: Fraud or scam
Subissue:
Consumer Complaint: I received an inquiry to buy a camera I no longer wanted that was being sold through XXXX XXXX on WednesdayXXXX XXXX. The individual, going by the name of XXXX XXXX/ XXXX XXXX , asked to process the transaction through XXXX after caliming the XXXX XXXX option wasn't working. I received an email, looking very authentic, from " XXXX '' stating the transaction had occured. I then received another email saying that they couldn't process it because my account had a limit of {$400.00} receivable. The total cost of the item was {$500.00} and the individual had sent {$570.00}, inlcuding shipping for over night delivery. It said that he would need to send additional funds to increase my limit to allow for the full amount. He then sent {$830.00}. I then received another " XXXX '' email saying they all the funds totaling {$1400.00} and were going to deposit those funds to my XXXX once i refunded him the {$830.00}. I went to go do that as the email instructed, through XXXX and my bank account. I completed that transaction, having sent him the " refunded '' amount of {$830.00}. Only when i contacted my husband about it did he inform me I had been scammed. The scammer then continued to contact me via XXXX XXXX saying his account had been debited twice for the {$830.00} and that I needed to refund him that additional amount inorder to have my whole funds released and that if I didn't it would be reported. I immedietly contacted my bank, USAA, to attempt to stop the payment or dispute it to have the funds returned. They opened a fraud claim and said they would conclude their investigation in 3 days. I also made a police report as well as contacting XXXX and forwarding on the emails sent to me by the scammer. I also reported the conversation to XXXX. The evening of XX/XX/XXXX I received an electronic letter from USAA stating they had concluded their investigation and found no fraudulent activity. I called and the representative I spoke with informed me that they had contacted me at XXXX on the XXXX and spoke with me regarding the incident. No such phone call occured. I asked to appeal the decision and she stated she would start that and make notes that I was stating a scam, that I was asking for my funds returned, and that I wanted my claim reviewed again and I wanted to actually be contacted this time. She said the process will take 3 business days to conclude. I asked to be transfered to the dispute department to attempt to have my funds returned. She trasfered me but I never spoke to anyone as the line rang twice then stopped and was silent. I'm awaiting further contact from USAA 's fraud department regarding this issue and the results of their so called investigation despite my having sent documentation of the emails and chat conversation between myself and the scammer as well as the police report.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80016
Submitted Via: Web
Date Sent: 2021-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A