Date Received: 2021-03-15
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I have filed a dispute in regards to the incorrect items on my credit report. It has been well over 30 days and I haven't received any investigation results.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 43609
Submitted Via: Web
Date Sent: 2021-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-15
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: My identity has been compromised by somebody that I do not know. Please feel free to give me a call if you have any questions or concerns.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 310XX
Submitted Via: Web
Date Sent: 2021-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-15
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: USAA refuses to close this account. Requesting since week of XXXX XX/XX/2021 due to unauthorized funds transactions. There is no longer a debit card attached to this checking account ending XXXX. Delay last week, IT issue. IT Ticket Spoke with XXXX XX/XX/2021 Received a phone call regarding unauthorized charges day of IT Ticket and phone call from above representative. I had just received a text with a USAA number to reach for the the unauthorized purchases to make contact. Representative legitimate contact at USAA in question. Refused service except for open account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 212XX
Submitted Via: Web
Date Sent: 2021-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-15
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: USAA routinely denies debit card didputes even when the account holder sends in requested information Debit card dispute staff at USAA do not review uploaded documents for debit card disputes I complained about this same issue over 90 days ago & it appears USAA still Has not corrected their practice of denying claims without reviewing documents -without contacting the customer Ordered an item in XX/XX/2021 -a XXXX XXXX Seller shipped on XX/XX/2021 Recieved XX/XX/2021 Seller shipped in a glass bottle -bottle was broken & liquids leaked out Sent email to seller with photos requesting a refund /no response Filed a dispute with Usaa via phone call Uploaded photos same day of broken bottle /spillage Today XX/XX/2021 Usaa reversed my credit -denied my claim I uploaded photos to USAA that clearly show a broken bottle -leaked liquid therefore I did not recieve my product ordered I uploaded my email to the merchant /requesting a refund Even after that I got a letter from Usaa requesting supporting documents I then uploaded the documents a 2nd time on my account -dispute tab & they still denied my claim I know I cant be the only person experiencing this issue You cant talk anyone in the department that does disputes The people in the dispute department arent reviewing or receiving supporting evidence Or They receive it and deny the claim anyway XXXX XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30052
Submitted Via: Web
Date Sent: 2021-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XXXX XX/XX/XXXX I received a threatening letter from USAA Federal Savings Bank in reference to loan # XXXX. The body of the letter indicated that my " hazard insurance '' had expired. The threat came in the sentence " Because hazard insurance is required on your property, we plan to buy insurance for your property. YOU MUST REIMBURSE US FOR ANY PERIOD DURING WHICH THE INSURANCE WE BUYIS IN EFFECT BUT YOU DO NOT HAVE INSURANCE. THE INSURANCE WE BUY WILL BE SIGNIFICANTLY MORE EXPENSIVE THAN INSURANCE YOU CAN BUY YOURSELF. The issue is that I do have insurance for my house through USAA. The letter itself is deceptive in claiming that I need Hazard Insurance. From the National Homeowners Insurance Organization -- The reason hazard insurance is a common term is actually because of lenders. Your mortgage provider may require hazard insurance at minimum before they will issue you a loan, because that is the only portion of the homeowners insurance policy related to the structure of your house itself. This may create the misconception that you can buy hazard coverage separately from homeowners insurance, which is a lie. If your lender has specified that you need hazard or dwelling coverage, just know that buying a homeowners policy will satisfy their requirements. This current complaint is in conjunction with my previous complaint filed against USAA/Nationstar last year XXXX originally filed XXXX XX/XX/XXXX. XXXXUSAA 's incompetence led to un needed frustration. The outcome of the incident reflected that neither USAA/XXXX were being honest and that : My property taxes were paid by me and not XXXX/USAA ( even though they claimed they paid for the property taxes in XXXX ). The entire amount of my escrow was to be refunded to me immediately. It is my impression that since XXXXUSAA had been thoroughly in the wrong and called out, they are once again trying to intimidate me. My insurance carrier for my house IS USAA. They have no grounds for their claim I do not have insurance on my home and sending me a threatening letter. The website they provided so I could update my information www.mycoverageinfo.com/usaa, does not work. I hae attached all pertinent documentation.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 990XX
Submitted Via: Web
Date Sent: 2021-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-13
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Re : Feedback, XXXX, USAA ( XXXX credit card ) Interest dispute : Interest of {$5.00} occurred as a result of USAA failure to provide billing statements as reported to USAA in complaint. All interest an fees were to be removed to this lack as reported in complaint. Complaint contains name and date of my talk with USAA rep. Repeated calls to USAA requesting copies of statements were ignored for months. Finally USAA provided the statements for review for accuracy before payment. Payments were late due to USAA 's failure to provide statements in a timely manner. Many phone calls were made to USAA. No one had taken action to resolve the problem. I had informed USAA that payments, including the {$160.00} payment could not be made until I received the statements. The reps understood this. Payments due were paid in full. The {$5.00}. should not have been billed. As to credit limit, I repeat that I never received USAA ' letter and nor otherwise informed of the reduction from {$20000.00} to {$2500.00}. Repeated phone calls to USAA requesting a copy of the letter were ignored. Even after the complaint USAA saw fit not to send a copy of the letter. USAA sent a negative remark to the Credit Bureaus resulting in at least a 26 point reduction in my score. Apparently, USAA reduced the limit based on the late payments caused by the company. Such action is unacceptable considering the facts. USAA never provided the " Remark '' sent to the credit bureaus upon my requests. delayed payments were due to USAA 's long delay in statements. As to contacting " staff : '' staff has not been cooperative in resolving either issue. Simply put, it's a waste of time. Note that USAA would not send me letters in reply to mine, but provided CFPA a broad statement that could have been given to me 10 months ago.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 076XX
Submitted Via: Web
Date Sent: 2021-03-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-12
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: Sir/Ma'am, XXXX XXXX Member IDXXXX Account Closer and Termination of Membership I'm writing about a close account with USAA. I contacted the bank on or around XXXX XX/XX/XXXX about fraudulent activity on my credit card accounts. The representative took my complaint and forwarded it to the Fraud Department. someone from the Fraud Department call me the same day or a day later to get an report. I gave my report and the agent went back over what he wrote and there was one statement that I didn't agree what was written. cant remember the exact wording, but it was to the fact that I have given my banking information to someone and I did not make that statement. And he told me that since there was an discrepancy with that particular statement that it would have to be looked into by someone else. He also told me that after the statement was looked at again that USAA could stop my membership along with close all of my banking accounts. I asked how when I didn't have anything to do with it. I'm sure you all will see all of what I'm saying on the report. Long story short I get a call yesterday XXXX XX/XX/XXXX informing me that USAA will no longer do business with me and that all of my accounts will be closed within the 60 days. At this time I ask does that mean I can never get my memberships back again and he said no you will not be able to. I was very frustrated to hear this but I had no other choice but to accept. I used USAA as my primary banking institute. I tried to access my account to bay bills, the most important was my electrical bill that's due XXXX XX/XX/XXXX. I have no other money that I have access to. Not only is my electrical bill due and at risk at being cut off, I have child care, I need food to feed my family, gas to get back and forth to work, medication for my wife, water bill is due next week, along with other bills that I have. I am the sole source of income right now my wife has not worked since XX/XX/XXXX due to the pandemic she received unemployment for about six weeks and nothing afterwards. She also was diagnosed with XXXX and XXXX XXXX and she has to have medication to manage the pain along with doctor visits. This really put me and family under finical stress during this terrible time that we are having with the pandemic. I don't understand how a bank could do Americans like this at this during this dark time we are experiencing. to take away someone's money when people are struggling to make mortgage payments, food on their tables, paying their electrical bills all of the necessities required in order to live and try to provide for their families. There should be a Federal Mandate on bans that require them not to close people accounts during a pandemic or at least give them 30 days to get their affairs in order so that they are able to have access to their money and can continue to pay their bills and have food. Again I just don't see how you can do fellow Americans like this. President Biden 's intent is to help all Americans during the pandemic and I'm sure he wouldn't like to hear what banks are doing to their customers instead of helping them you are hurting them. President Biden signed the American Rescue Plan to send Americans up to {$1400.00} to help people like me and my family. My stimulus was scheduled to be deposited into my USAA account, but not it cant because my account is closed. This stimulus would have really helped my family to pay bills relieving some stress from us. not only that my IRS return was scheduled to be deposited into this account that I can't receive. Then I'm told that deposits can come in but nothing can go out. So that means you can hold my much needed money for up to 60 days before you close out my accounts and then send my money. In 60 days I would more than likely be have lost everything that I have my home, cars, credit. Our stimulus and our IRS returns would have really help us from struggling and provided us the opportunity to see some light. This is really wrong to do people like this and I think you need to take a look into your banking rules and be compassionate during this time. I would like for you to please un-restrict my account and allow me to at least get money to pay my bills and provide for my family. But again I did not attempt any fraud on any of my accounts and I ask that it be looked at again at the highest level. I would like for you to consider expediating my account to do whatever needs to be done so that I can move on and put this behind me. I have always appreciated being a member of USAA and do not like the way our relationship ended although I do know you have rules and regulations. Thank you
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 362XX
Submitted Via: Web
Date Sent: 2021-03-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-12
Issue: Fraud or scam
Subissue:
Consumer Complaint: To Whom it may concern ; The afternoon of XXXX XXXX 2021, I received a call from someone who said they were a representative from XXXX and that this was a urgent matter. They had me verify things in my phone settings convincing me my phone had been compromised and that they would need to access my phone in order to stop the hackers from stealing money from my bank accounts. While this was in process I became concerned and called the USAA Fraud line. I received a message that it would be 2:49 minutes before anyone could speak with me. I called several times in the hours proceeding. The same message over a 2hr wait to speak with anyone. I finally figured out that I could block my USAA account thru doing some research on line. I blocked my account the same day. I was able to finally reach a USAA rep XX/XX/XXXX and they opened up a dispute in my behalf. XX/XX/XXXX I got a call from USAA Rep explaining she would reach out to XXXX the company responsible for transfer these unauthorized funds and call me back. Never got a call back! Reached out to USAA and was transferred to another USAA rep in the fraud dept. I was told they would appeal this unauthorized charge. No action has been take again! I have filed a Fraud report with the Federal Trade Commission ( Report Number XXXX ) Please Advise XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 780XX
Submitted Via: Web
Date Sent: 2021-03-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-12
Issue: Getting a loan or lease
Subissue: Credit denial
Consumer Complaint: This is for a boat loan. On XX/XX/XXXX, at or around XXXX hours, USAA denial a boat loan without checking my credit report. XXXX called back as and stated that a manager will review the call.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28104
Submitted Via: Web
Date Sent: 2021-03-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-11
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: My son has a youth checking account with USAA. He was the victim of a crime and USAA 's policies contributed. A scammer contacted my son on the internet and convinced him to deposit 2 checks for {$4000.00} each and transfer back a smaller amount using XXXX. As a USAA account holder, my son was targeted for this scam. Scammers know that : 1 ) USAA provides immediate access to large sums of money via mobile check deposit ( other financial institutions give access only to {$200.00} and wait 1 week for the rest ) 2 ) USAA 's youth spending limits are broken. USAA allowed my son to transfer out {$3500.00} to the scammer despite my setting a limit of {$3000.00}.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 208XX
Submitted Via: Web
Date Sent: 2021-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A