Date Received: 2021-02-23
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I made a purchase of an item in the amount of {$650.00}. The item purchased was never sent and I contacted the seller with no success. All the contact information was then disconnected. I contacted the vendor to reverse the charges and was denied. I filed a police report as well which the bank said they never took into consideration.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21075
Submitted Via: Web
Date Sent: 2021-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-23
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've been disputing these charges for over a 5 years, the charges were made in Texas when I live here it is effecting my father XXXX XXXX and my XXXX XXXX credit and I'm a young man trying to purchase a home. We've possibly determined that my brother may have used my card unfortunately he passed away last XX/XX/2020 from XXXX XXXX due to XXXX XXXX which has been very traumatic for my family. I did not make these charges and would ask that it be removed from my credit bureau and my father 's. Our lifes have been turned upside this passed year and I'm trying to move forward from this grief. Thanks for your time and understanding XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85379
Submitted Via: Web
Date Sent: 2021-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-23
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I would like to file a formal complaint with usaa Usaa refinanced my loan I refinanced my loan in XXXX and they forgot 2 out of the 4 parcels and all my taxes except for my school taxes on my main lot thats on the loan. Because they forgot my two parcels in the back I think that I am over 100 % when I refinance my house they are not willing to make things right My house payment on my contract for my refinance was supposed to be XXXX as of right now its XXXX they conned me slandered my name told me I did not provide them with all the information but that is incorrect I sent them the only taxes that I had at the time and it was my school tax for both parcels they missed they missed it and blame me the whole six months from XXXX until XXXX that it was my fault and I have to just deal with it if you need any paperwork on my loan I will immediately send it Its not just me but I feel that if they XX/XX/XXXXup my loan this bad there has to be a lot more people that are dealing with it.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 162XX
Submitted Via: Web
Date Sent: 2021-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-22
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I called USAA credit card. Told them about the issue we have been having. Had the XXXX with XXXX in XX/XX/2020, lost job in XX/XX/2020. I was paying and since Texas was affected by the winter storm, we didn't have any electricity for a week and it was during the time I needed to pay the payment. ( XXXX XXXX XXXX ) Dates Plus our bank account didn't have any money because, the unemployment is sending the money. Plus we were waiting for a check from our thrift fund. The social security wasn't there either. All I was asking for was a {$25.00} late fee. I really think USAA is messing with there customers. USAA says on the phone that they are willing to work with you if you are having a hardship. Well I even told that to them and they didn't care.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78006
Submitted Via: Web
Date Sent: 2021-02-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-22
Issue: Struggling to pay your bill
Subissue: Credit card company won't work with you while you're going through financial hardship
Consumer Complaint: On XX/XX/2021, I contact USAA in regards to my XXXX XXXX and my Visa XXXX card as they have left a message trying to collect a debt since I was behind by a few weeks. I spoke to Member debt dissolution department and I had advised that was I have been financially impacted by the coronavirus pandemic and need help. They took information from me to update and asked questions about my husband work. They also asked me if I had received my Stimulus check from the government and perhaps I could pay the debt with the money. I was mad at the comment and I told the gentleman on the line ( which they keep recording of it I forgot his name ) why would he even ask me that? I told him the stimulus money was for me to make sure I have food for my XXXX children all under the age of XXXX. That I could not use that money to pay a debt, I told him I would rather have a XXXX FICO score than take food away from my children that was no brainer. I asked if that was even legal of him to ask me that since we are living such unpresidential times? to which he responded never mine ill transfer you to the to the credit card servicing debt. I got transfer and the lady advised that I qualified for a 3 month forbearance period and my next payment would be in XX/XX/2021 and that two letters will be following explaining the terms and all the information needed. A week went by and on the XXXX of XXXX I received another phone call from the member debt dissolution center department trying to collect a debt, I had advised that I had already spoken to the Credit card servicing debt department and that had already approved me of a forbearance until XX/XX/2021 that I did not need to worry about it. I asked why were they calling me if this had already taken care off, the guy on the line advised that he could not see that on the system, I told him to please look at his notes as I know they take notes and it should show on the file that I has this conversation on XXXX of XXXX on regards to this. He look and proceeded to transfer me again to the Credit Card Servicing Debt department in which after looking they saw that yes it was done and added an additional note that I had been approved and that the debt collection department did not have to call me. They also advise two letter were going to follow up explaining the forbearance process and that I did not have to pay anything until XX/XX/2021. On XX/XX/XXXX I get another call from the Member debt dissolution department I spoke to XXXX ID XXXX she advised that I had a debt that they needed it to collect, from this point forward it became a XXXX hour called back and forth with different representatives, she transfers me to XXXX in the Credit Card servicing solutions, XXXX goes and tries to run both cards for the forbearance and advices that the system gives her a prompt stating that I was approved on XX/XX/XXXX of the forbearance for both card the XXXX XXXX and the XXXX Visa, I asked her why the debt collections department can not see this- she added that she did not know. she added a detail note on this and advised me that I was fine but she could not understand why the system was not creating the mail for prove that I have been approve of this forbearance she transfers me again and I am back at the debt solutions department on the line with someone which I did not know that I was transfer to that department as I was on hold with with XXXX since she was verifying why I was not receiving my letter and they were not showing on the system. She trasnfer me back to the Credit Card Servicing dept and I was on the phone with XXXX ID XXXX she was on the phone with me but could not see why I was not receiving the approval by mail but the system seems to have approved me since the XXXX of XXXX at this point she transfer me to XXXX she refused to give me her ID number as they are management and they are not allow to give it ( I did not understand why she could not give it but I was not going to have an argument about it, I was already frustrated as it was 2.5 hours on the phone already with zero resolution to this matter ) I told her to please look at the notes because she kept telling me I was not approve but she was not even reading the file with the notes from 2 prior calls, she finally was able to see that I had been approved for a forbearance until XX/XX/2021 for both cards XXXX XXXX and XXXX Visa and advised to give it a couple of day. I told her I have been waiting since the XXXX of XXXX I told her the only letters the system is generating are the ones trying to collect a debt, nothing else. she said that she can see that I have been approved but can not figure out why it was not generating the necessary paperwork for me to have on record. she went ahead and said she will sent this to IT that maybe there was a glitch in the system. Nothing got resolved. I spoke to her in regards to the fact that on a previous call I was ask to pay with my stimulus money and she advised that USAA is not supposed to be asking customers to pay with their stimulus. she said that she would escalate the situation. today is XX/XX/2021 and the system has yet to generate my forbearance approval and I am still getting harassed by the USAA debt collector department.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: VA
Zip: 23060
Submitted Via: Web
Date Sent: 2021-02-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-22
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: I accepted a job offer that was posted on XXXX. My employer sent me a check in mail to purchase various office equipment via the XX/XX/XXXXI was told to inform him of when I got the check, so that he could give me the information to make the purchases. I recieved the check, deposited it into my account, and recieved email confirmation from my bank the funds were in my account. I informed my employer, he sent me the information to purchase the funds, and I did so. I a couple days later my account was over drawn from the purchases. I contacted my bank immediately and informed them of what happened. I provided documentation that I received from him, as well as all of the text messages he and I had sent to each other. My bank said that they were going to conduct there own investigation and would notify of there findings. I also went to the police and got in contact with a detective who was put on my case and was given a case number. After about three weeks my bank declared that it was indeed a fraudulent check that had been given to me, but they told me that I was responsible for said check, even there system deemed the check as good, when they released the funds into my account. My bank has been trying to hold me responsible for the negative balance, which I think is ridiculous. They have also frozen one of my accounts that has around {$550.00} in it that I can not access. This has been on going since XXXX of 2020. My hope is that you will help me hold USAA the bank in question responsible for clearing a bad check, and for releasing funds that are rightfully mine. I can provide all documentation that confirms my story.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78249
Submitted Via: Web
Date Sent: 2021-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-20
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: Hello On XX/XX/XXXX I contracted a individual secured auto loan for {$5800.00} with the XXXX, and monthly payments of {$120.00} were due on the XXXX of each month. The first part of XXXX I had lost half of my income and attempted to keep things a loft however things did fall behind, at the first part of XXXX I did fall behind on the loan however sporadic payments where made. On XX/XX/XXXX I received a call from USAA collections I spent over an hour on the phone when over this account and another one. I believed had made myself clear that I was wanting to pay this loan off in full during this call and the USAA rep never informed that the loan was about to be charged off I also had two pending payments one for XX/XX/XXXX & XX/XX/XXXX. It appears that the XX/XX/XXXX did not go thru, and they called and spoke with me again a couple of days later and also never updated me on the status of the account. My issue is USAA never informed me that the loan was in a charge off status for me to prevent it, USAA had several opportunities they should have provided this information either during the out bound calls or on my monthly statement, they hid what my account status from me. USAA stated they sent my account to XX/XX/XXXXXXXX never spoke with XXXX they never contacted me, as I had already been in contact with USAA charge off area and made them aware that the loan was going to be paid in full and was paid to them on XX/XX/XXXX not to XXXX so another lie from USAA. Under the fair credit act USAA should be updating the account holder of the status of the account in this case it was about to be charged off, USAA should have never charged off the loan with out notifying me so I could attempt to correct the issue. Here is a short history what USAA has put me thru when i asked why they charged off the loan and pulled the phone records 1st. I was told I hung up the call and that is why the loan was charged off 2nd. XXXX XXXX said I had made a promise payment that was missed and the loan went into charge off, and it is USAA policy don't to discuses when a loan will be charged off with the account holder 3rd A combo between a missed payment and I told them not to call them, but the call on the XX/XX/XXXX & on a couple of days later was out bound call from USAA collections so another lie My most recent call with XXXX XXXX I believe went well, however the response I received in writing did not match what she said. USAA keeps changing their story trying to see what will fit to make them sound good in this issue, however this is bank error and needs to be corrected. The staff at USAA will just lie so I have no other option to seek help here, so everyone can see what USAA lending practices or lack of them.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80249
Submitted Via: Web
Date Sent: 2021-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-19
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: On XX/XX/2021 I received an email from my credit card company that my payment was returned by my bank. I called th3 credit card company to assess the issue as I have never have payment was posted to my account on XX/XX/2021 by the credit card company. Now I havr been making payments with my credit card company for a whole year. If they give you a post date the will take the funds from your bank the NEXT business day. I received a post date of XX/XX/2021. USAA stated that the credit card company attempted to take the funds on the XXXX and because it wasn't available they returned the payment. USAA didn't post the payment to my account to make my account negative to give me the opportunity to add additional funds to my account to bring it back position like most banks that don't try to charge you erroneous fees. They magically show you NO ACTIVITY of the negative item they just charge NSF fees for phantom items that are never presented to my account. I believe USAA has bad banking practices and doesn't have the best interest of the military and their family in mind when creating these practices during a global pandemic. I believe they are trying to get money from their members they have lost because of the global pandemic.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 70461
Submitted Via: Web
Date Sent: 2021-02-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-19
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/XXXX I called to file a dispute with XXXX from my acct at USAA. I neve received the merchandise from XXXX and attempted to resolve with XXXX since XXXX the issues no resolution. I decided to reach out to my bank instead and file dispute. Letters requesting docs were sent but I guess issues with USPS delivery issues I didn't get my letters that requested more info. Temporary credit was reversed. I called USAA on XX/XX/XXXX XXXX because saw funds were taken. Was explained dispute was closed because I didnt sent docs. That day rep send request to reopen case and sent me copies of all communications previously sent. I sent requested inf between XX/XX/XXXX & XX/XX/XXXX thru link on USAA app as instructed during that call. Today I called to fll9w up and rep couldnt locate where docs were sent or case reopened and told me another of the credits related to dispute was gon na be reversed and case close since I didnt sent docs. I uploaded several times the same.docs. One charge came off acct ending in XXXX for {$35.00} and three from XXXX XXXX for {$35.00} & one for XXXX. I dont understand the confusion going on. I am frustrated how this is been handled by all parties including XXXX and XXXX. But my bank USAA really dropped the ball. Besides the fact that my notifications in my inbx are not loading up correctly. I can't see some docs and the fact that I have to call and get them send to me again is also frustrating. Taking back mycredits is creating issues sin I have bills to pay and this cod cause overdraw of my accts if not already happened
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 078XX
Submitted Via: Web
Date Sent: 2021-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-18
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I checked my credit report when purchasing a vehicle, that is when I realized I am a victim of identity theft. I filed a report with the F.T.C and my local police department. I send all documents to the C.R.A and USAA Savings Bank and XXXX. The Account Opened is USAA Savings Bank Account Number : XXXX Date Opened : XX/XX/XXXX Balance : {$16000.00}. The Account Opened is USAA Savings Bank Account Number : XXXX Date Opened : XX/XX/XXXX Balance : XXXX. The Account Opened is XXXX Account Number : XXXX Date Opened : XX/XX/XXXX Balance : {$9000.00}. I have never opened an account with them, I am a victim of identity theft and I need this resolved and removed from my name and credit bureaus.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91342
Submitted Via: Web
Date Sent: 2021-02-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A