Date Received: 2021-03-26
Issue: Fraud or scam
Subissue:
Consumer Complaint: I was scammed by an advertisement from XXXX. The man sent me multiple emails and texts. We agreed upon rent and move in date. I sent him a deposit and first month and a half in rent then when I got to the place he discontinued his phone and no longer responded to my email. I reached out to my bank USAA to dispute this and they claimed there was nothing they could do.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77550
Submitted Via: Web
Date Sent: 2021-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-24
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I filed a complaint XXXX # XXXX and am still having issues with USAA. USAA was supposed to close my account and send me a check. USAA did not close my account and they sent me a check listing my old trust as the pay to order of. I have not been able to get this check cashed. Additionally, I am still getting letters from USAA with statement dates that are after the close date of my accounts ... .which tells me that they have not closed the accounts like they told me. Date of check : XX/XX/2021 Check # : XXXX USAA had a copy of the new trust paperwork on file so they should be able to reissue the check.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: UT
Zip: 846XX
Submitted Via: Web
Date Sent: 2021-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-24
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I filed a compliant on USAA XXXX # XXXX and am still having issues with my checking account. I provided USAA with the new Trust documents. I requested to have my USAA account closed. USAA sent me a check that I can not cash because the check was made out to the old trust name. Furthermore, I was told by USAA that the account was closed. However, I am still receiving account statements on my checking account from USAA. Date of check XX/XX/2021 Check # XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: UT
Zip: 846XX
Submitted Via: Web
Date Sent: 2021-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-24
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/XXXX a purchase on ( XXXX XXXX for XXXX XXXX retail price was XXXX, but seller discounted XXXX for the XXXX XXXX sale ) for a XXXX XXXX was authorized. ( Payment was submitted to seller via XXXX ). According to the seller 's website, the item was back ordered and no estimate date of delivery was provided. Was advised that the delivery date would be provided when the item became available. I suspected fraud/scam and emailed the merchant at XXXX, which was the email provided on the seller 's website, to cancel the order. The seller responded and asked for the order number and I never responded again. So, I immediately filed a dispute with USAA, and provided all necessary information. Over 45 days had passed, so I contacted USAA for an update. I was told that a letter was mailed to my physical address requesting additional information to investigate the dispute. Information such as the description of the merchandise, expected date of delivery and any correspondence with the merchant. That letter was never mailed to my home. I requested that the representative send it on my e-documents, which he did. I provided all requested information for the dispute to this representative. ( I don't remember his name ) I had issues with the website and uploading the documents so I contacted USAA again. While on the phone with USAA, the representative, XXXX entered all information and I uploaded the correspondence I had with the merchant. He assured me that was all that was needed. I didn't receive any updates from USAA so I called again and I spoke with XXXX on XX/XX/XXXX. She first advised me that all requested information was entered into the system by the previous representative, XXXX, then said I didn't provide adequate information for the investigation to be completed. I was told by XXXX that she would request a follow up and would forward my info to the disputes department. Conveniently 24 hrs later I received a message stating that USAA that the transaction was legit and the dispute is closed. I called again and this time spoke with XXXX on XX/XX/XXXX. He told me the dispute was closed because I didn't provide adequate information, not because not USAA actually investigated and found the transaction to be legit. I have spoken to numerous reps on numerous occasions and nothing has been done to properly investigate. BOTTOM LINE. I AUTHORIZED A PURCHASE. POST AUTHORIZATION I SUSPECTED FRAUD/SCAM AND REQUESTED CANCELLATION OF THE ORDER. I HAVE NEVER RECEIVED THE MERCHANDISE OR A REFUND. THE MERCHANT NO LONGER EXISTS, NOR DOES THE WEBSITE OR ANY OF THE CONTACT INFORMATION RELATING TO SAID MERCHANT. I DISPUTED THE CHARGE WITH MY BANK DUE TO SUSPECTED FRAUD, AND USAA FAILED TO FOLLOW THE PROPER PROCEDURES TO RECTIFY THIS ISSUE. I HAVE CONSISTENTLY PROVIDED ALL INFORMATION REQUESTED BY USAA. I HAVE MADE NUMEROUS ATTEMPTS TO RESOLVE THIS ISSUE, TO NO AVAIL.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76549
Submitted Via: Web
Date Sent: 2021-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-24
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I had 2 accounts fraudulently opened in my name years ago. I have attempted to dispute such items many times with the credit bureaus and the accounts that were fraudulently opened are still reporting to various credit reporting agencies. I recently found out it was my cousin who created an online login for XXXX by fraudulently using my information and opened these accounts fraudulently. I have mailed a notarized affidavit of facts from him admitting to opening and using those accounts without my knowledge. I also submitted a notarized Identity Theft Affidavit from myself and FTC Identity Theft Report to further document this identity theft issue. USAA received my letters via certified mail on XX/XX/XXXX ( Tracking # XXXX ) and did not block the fraudulent information as required by law within 4 days of receiving my dispute. As USAA should be familiar with already, when you sign an affidavit you are asserting that the information is true and that you have personal knowledge of the facts contained in the affidavit, and it is only valid when made voluntarily, without coercion, and signed by an agent authorized under Section 139 of the Code of Civil Procedure 1908 in which both affidavits were signed correctly and accordance with the law. An affidavit is pivotal in law due to the fact that nothing ( in-law ) has the power to cancel/override an affidavit except another affidavit that has rebutted the first, point for point. Any rebuttal must be for the whole and complete affidavit and not partially. This makes both affidavits legally binding under oath in which USAA as per federal law as a data furnisher must fulfill their legal obligation to treat it as such and remove the items I have identified as fraudulent in relation to identity theft immediately unless they provide a counter-affidavit rebutting the 2 affidavits I submitted to them. The fraudulent accounts on my report have caused me severe hardship as I have not been able to attain financing for a vehicle and get credit cards in emergency situations such as when the COVID-19 pandemic started and I lost my job and now collecting unemployment through my USAA checking account. I could not manage bills utilizing my credit as I should have if it weren't for these fraudulent accounts reporting to the various credit bureaus. I have disputed these accounts prior to the pandemic and they refused to remove them even after submitting the same identity theft affidavit and FTC identity theft report to the credit bureaus. FCRA 623 ( a ) ( 6 ) ( B ) states : If a consumer notifies you that he is a victim of identity theft, and gives you an identity theft report, you may not furnish information to a CRA regarding the fraudulent account or debt.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 10461
Submitted Via: Web
Date Sent: 2021-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-23
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: USAA Federal Savings Bank Credit Card Identity Theft/Fraud 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: 2021-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-23
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: Identity Theft Cell Phone Fraud Impersonating bank representatives Fraud Dept/Checking/Savings/Auto Claim XXXX XXXX XXXX and associates XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 212XX
Submitted Via: Web
Date Sent: 2021-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-22
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I opened a XXXX XXXX XXXX plan in XX/XX/2020 for XXXX children on USAA without knowing that they were in the process to switch to XXXXXX/XX/XXXX In XXXX I called USAA service department to increase my contribution from {$50.00} to {$120.00} on both accounts. The person I spoke to, told me that she could not doing, I have to do it on the XXXXXX/XX/XXXX website. In the meantime I need to put a stop payment on the current amount and go do it on the XXXX XX/XX/XXXXsite. instead of putting a stop payment she put a block which did not allow them to further withdraw money from my account. In XXXX I went to victory capital and set up a recurring payment on their website. Not knowing about the block XXXX XXXX charged my account {$50.00} in fees because of USAA rejected it. I called XX/XX/XXXXXX/XX/XXXX four more times in two months to help me set up the recurring transaction. Each of those times USAA blocked them and charged me {$200.00} for a total of $XX/XX/XXXX.When I finally realized about the all the fees, I spoke to a supervisor at XX/XX/XXXX. He told me that was USAA mistakes, they will not refund me the fees. I called USAA, they agreed that was their mistakes and they can only refund me {$100.00}. I told them I will not accept it because that was their mistakes. They pretty much told me. " Take it or leave it ''
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 313XX
Submitted Via: Web
Date Sent: 2021-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-22
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XX/XX/2021, XXXX transferred funds to me to the incorrect bank account. The funds were sent in my name through trace # XXXX. The funds were placed into a USAA bank account that does not bear my name and is not associated with me. XXXX will not take any action until the funds are returned, and USAA refuses to return the funds. The amount of the transaction is {$2700.00} and were placed into account XXXX. I filed a dispute with USAA and they denied my request to send the funds back to XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97086
Submitted Via: Web
Date Sent: 2021-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-22
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Today was to be the closing date of our first ever refinance on our familys home. Your assigned Notary called my cellphone approximately XXXX XXXX. for an XXXX closing appointment, that we were grilled over about sanitizer blue ink pens and masks attendance signatures contact numbers etc.not a problem, we get it. We were asked several times to verify that my spouse and myself make arrangements to not miss this closing date via email no problem we get that too. On said phone call, half hour before closing if we have the proper 50 page document for closing. First we have heard of this and the answer is no. My spouse advised her we have only received documents via email and a Disclosure via XXXX one for me one for my wife. We have responded accordingly same day to all subsequent emails even the duplicate emails to make this a smooth process all around. The notary calls again half hours 45 minutes later we appreciate her keeping us in the loop and now its almost XXXX. She states she is finally able to access the appropriate documents and will be here in 20 minutes. Another hour passes we havent left our home havent ran our errands havent eaten lunch nothing because were waiting, our off days are the weekend and thats when we care for home errands etc. Your notary then calls our home one more time stating she is having difficulty accessing/printing and will try to schedule us with another individual for todays closing. Its almost XXXX XXXX and nothing has happened no contact whatsoever from anyone. It has us to the point of questioning accreditation and are we really closing on our refinance? Is this in fact a legitimate process? I am requesting you all call us ASAP. This is very frustrating and unbelievable on the part of USAA as we have met all your requests demands, arrangements etc for both of us to be available. Signed everything we have received. We have been loyal members of USAA for many years. We have insurance, IRAs and some of our Banking with you even our children Bank with you. This behavior is unacceptable and something i never thought i would experience with USAA my family and myself have always spoken highly of USAA but to this there are no pleasant words, its poor customer service pertaining to my familys Dwelling, Mortgage and Home. I know things happen but this refinance process has been the most difficult I have ever experienced. Please advise when we can reschedule closing at your earliest convenience.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: TX
Zip: 76131
Submitted Via: Web
Date Sent: 2021-03-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A