Date Received: 2021-02-17
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: About two years ago, XX/XX/XXXX if I remember correctly, my identity was stolen ... Personal belongings of mine fell into the hands of imposters. Whoever they were, they used my cell phone to get into my checking account thru the app on my phone I assume, and started transferring money to themselves using XXXX. This happened XXXX, XXXX, XXXX, XXXX, and in XX/XX/XXXX she/he wired {$1500.00} from my account to themselves ( of this I have proof of who did it, but only proof of who did this wire ). There was also a fraudulent check made and cashed against my account in XX/XX/XXXX. Since I learned of my money being stolen from my account, I was reporting it every month to my financial institution ( USAA ). For almost two years I fought with USAA to get my moneys back. USAA failed to do as they promised, I never received the provisional credits, not on the full amounts stolen ... Instead, USAA decided to close my account, after 23 years with them, insighting me as a liability ... The representative told me that I should have taken better care of my personal effects, I should have had a pin code or lock on my phone, I should have secured my things better .... All of which I had done ... All of it!!! I don't think USAA treated me very fairly, and since closing my account has created a world of difficulty for me in recouping my money still held in my closed account. That is another problem in and of itself ...
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85017
Submitted Via: Web
Date Sent: 2021-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-15
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: USAA engaged in a deceptive act or practice by taking the wrong amount due for my auto insurance payment. I signed up for minimum amount due ( $ XXXX monthly ) to be deducted on the XXXX of each month ( see attached docs dated XX/XX/XXXX and XXXX ). Instead USAA deducted the whole statement amount ( {$800.00} ) on XX/XX/XXXX. I called USAA to resolve this issue and was told by the backend office that the new payment will take effect in XXXX since I already paid the whole statement balance. USAA representative stated during the phone call that she saw notes where I changed the payment to minimum amount due. She received an answer from the back end office that they will change it in XXXX. USAA engaged in a bait and switch tactic by taking the whole amount due instead of minimum amount I signed up for ( see attached docs ).
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60031
Submitted Via: Web
Date Sent: 2021-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-13
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: [ My name ] [ My return address ] [ Date ] [ Debt collector name ] [ Debt collector address ] Re : [ Account number for the debt, if you have it ] Dear [ Debt collector name ] : I am responding to your contact about a debt you are trying to collect. You contacted me by [ phone/mail ], on [ date ] and identified the debt as [ any information they gave you about the debt ]. Please supply the information below so that I have all information : Why you think I owe the debt and to whom I owe it, including : The name and address of the creditor to whom the debt is currently owed, the account number used by that creditor, and the amount owed. If this debt started with a different creditor, provide the name and address of the original creditor, the account number used by that creditor, and the amount owed to that creditor at the time it was transferred. When you identify the original creditor, please provide any other name by which I might know them, if that is different from the official name. In addition, tell me when the current creditor obtained the debt and who the current creditor obtained it from. Provide verification and documentation that there is a valid basis for claiming that I must pay the debt to the current creditor. For example, can you provide a copy of the written agreement that created my original requirement to pay? If you are asking that I pay a debt that somebody else is or was required to pay, identify that person. Provide verification and documentation about why this is a debt that I must pay. The amount and age of the debt, including : A copy of the last billing statement sent to me by the original creditor. State the amount of the debt when you obtained it, and when that was. If there have been any additional interest, fees or charges added since the last billing statement from the original creditor, provide an itemization showing the dates and amount of each added amount. In addition, explain how the added interest, fees or other charges are expressly authorized by the agreement creating the debt or are permitted by law. Have been any payments or other reductions since the last billing statement from the original creditor? If so, provide an itemization showing the dates and amount of each of them. Have there have been any other changes or adjustments since the last billing statement from the original creditor? If so, please provide full verification and documentation of the amount you are trying to collect. Explain how that amount was calculated. In addition, explain how the other changes or adjustments are expressly authorized by the agreement creating the debt or permitted by law. Tell me when the creditor claims this debt became due and when it became delinquent. Identify the date of the last payment made on this account. Have you made a determination that this debt is within the statute of limitations applicable to it? Tell me when you think the statute of limitations expires for this debt, and how you determined that. Details about your authority to collect this debt. I would like more information about your firm before I discuss the debt with you. Does your firm have a debt collection license from my state? If not, say why not. If so, provide the date of the license, the name on the license, the license number, and the name, address and telephone number of the state agency issuing the license. If you are contacting me from a place outside my state, does your firm have a debt collection license from that place? If so, provide the date of the license, the name on the license, the license number, and the name, address and telephone number of the state agency issuing the license.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 36869
Submitted Via: Web
Date Sent: 2021-02-13
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-14
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I believe I am owed this amount because of the following facts and circumstances : After reviewing my credit report, I am writing to dispute the following inaccurate information, all of which result from FRAUD CHARGES ON MY USAA CREDIT CARD XXXX and is not information relating to any transaction I made. Please investigate each account listed below as the charges are fraudulent and were made without my consent. I was bullied by all your staff at USAA bank to pay the fraud charges of {$1800.00} DUE TO YOU RUINED MY CREDIT. I am a XXXX XXXX XXXX XXXX veteran living on XXXX XXXX. Why would I ruin 40 years of XXXX credit score? After contacting the local police agencies and the FBI I should have not paid the fraud charges until it was fully investigated by USAA fraud department and a letter was sent to me clearly denying my claim. I have consumer rights by law to file an Affidavit of complaint. I also contacted a local law firm here in XXXX XXXX that are experts in this matter and they clearly stated to me I should have never paid the fraud amount until a professional investigation by USAA was done. I was told that this is the first step I must do to fix this matter. I have asked over and over to do a complete investigation and check the atm cameras and I can prove I was not in the same state that the fraud occurred. ( No investigation was ever done by USAA Fraud Department ) I was never allowed to speak to someone in the fraud department. I was never notified in writing that USAA Savings bank denied my fraud charge claim and I was responsible for all the charges on my account. I would like to see prove that I received those notices in writing. This whole matter has brought me to an incredibly sad mental state and have had counseling over losing my house due to now I cant refinance my house with bad credit. ( Police reports Filed ) XXXX XXXX XXXX Police XXXX / FBI XXXX XXXX XXXX ACCOUNT NAME - ACCOUNT # XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89012
Submitted Via: Web
Date Sent: 2021-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-12
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Ive had a credit card with USAA Federal Savings Bank for more than 15 years and Ive never been delinquent. To avoid delinquency I schedule auto pay to ensure payments are successful and timely. A few years ago, I discovered a 30+ day delinquent notation on my account and I called USAA . I was unaware that my autopay stopped. I didnt receive calls or information in the mail to avoid the situation. I asked if this could be waived and they told me they would remove the fee and negative comments. Its been almost 5 years and they havent removed the negative information. I have sent multiple emails and called to have the delinquent comments removed. This situation has affected how my family and I operate especially during the pandemic as I am trying to help my extended family in other ways. The delinquent information has really impacted my future financial transactions. Please remove the delinquency status from all three credit bureaus and the bank.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21044
Submitted Via: Web
Date Sent: 2021-02-12
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-12
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: XX/XX/XXXX XXXX XXXX EST XXXX XXXX from USAA ( XXXX ext. XXXX ) returned a call originating from a voicemail she left to my wifes personal number yesterday XX/XX/XXXX. The purpose of this call was to discuss the claim that I have submitted to the Consumer Financial Protection Bureau. The conversation with my wife was as follows : XXXX reminded me, XXXX XXXX, that the call would be recorded. XXXX asked for my husband, XXXX XXXX, at which I told her that he is unavailable since he is currently at work. She then stated that she could briefly explain certain things but not specific things until an authorization from my husband was made. I, XXXX, agreed. The conversation continued beginning with the history of why the complaint was made, briefly, keeping in mind of XXXX ground rule of not being able to discuss much matter until XXXX gives confirmation or is present. It was explained that we have had a terrible time with receiving help from USAA and that we are extremely discouraged from ever dealing with USAA again. The conversation then highlighted that we have tried multiple times to pay this credit card, XXXX noted that the account was closed which she is correct since it was closed early XXXX ; conversation moving forward discussed why XXXX feels that USAA will not accept payments because multiple attempts have been made to pay this account and multiple times USAA has stated they will not/ can not take payment from the XXXX account for issues such as authorization. XXXX then attempted to state that if there were not enough funds in the account and XXXX promptly corrected this error in statements that there have always been enough funds in the account and that USAA has been the bank that has had the issue with authorizing the payment. XXXX also reassured XXXX that XXXX has been questioned long before USAA took fault through the consumer. The conversation moved forward that XXXX and XXXX ( authorized user of the account ) has tried multiple times to receive help from USAA and that all that was received were harsh tones from the departments that the consumer was transferred to. XXXX assured that the person ( s ) /management of the said department is already handling the issues from customer care. XXXX explained that both consumers would love to pay the USAA balance and be done with the bank completely ; XXXX acknowledged this and apologized for feeling that way and then loosely stated that they ( USAA ) have done everything on their end and that the claim that was sent to CFPB was false since the statement that USAA will not accept funds from our attempts was made. XXXX corrected XXXX and stated the consumer felt that USAA is refusing funds because several attempts have been made to pay this closed account USAA decided to close in early XXXX. XXXX then discussed that the issue escalated even further when the consumers active banking account from XXXX was compromised earlier in the year and that both XXXX and XXXX offered to provide proof in this as well to USAA to help with this issue. XXXX reminded XXXX that USAA will respond to the claim that was submitted and that they just can not take the derogatory remarks off of XXXX credit after XXXX stated that the balance is obviously our responsibility and all we would appreciate are derogatory remarks taken from XXXX credit. XXXX reminded XXXX that USAA CAN take the remarks off and that the card is pending a payoff no later than XX/XX/XXXX. XXXX tried to reiterate herself that they just could not do that and XXXX reminded XXXX that this was USAAs choice not to take the remarks off of the consumers credit history. The conversation with XXXX escalated that both have a background in brokerage ( XXXX and XXXX ) and both are clearly aware of how this issue is mitigated/handled when solutions are not given. XXXX reminded XXXX that she would make a comment or statement based on the phone call with XXXX, not XXXX, to place USAAs response to CFPB. This struck me as odd considering XXXX has stated that XXXX XXXX would need authorization for XXXX XXXX ( wife and authorized user of the card ) to move forward with any type of conversation of this depth and/or mitigation of this matter. This only shows the negligence of USAA and the competency of the company. XXXX made a note to XXXX that since USAA and XXXX has decided not to take the route of least resistance ( taking the derogatory remarks on XXXX XXXX credit off ) this conversation would nee d to be escalated with CFPB. XXXX wished XXXX a XXXX XXXX and to stay safe during this pandemic. Conversation was ended. The purpose of this reiteration of the phone call between USAA and XXXX ( wife of XXXX XXXX ) is for evidence of this claim. USAA does not care to do the right thing and allow the consumer to do the right thing as well. As of now, XXXX from USAA has stated that my claim was fraudulently placed even though she provided proof during the phone call that we have attempted to pay and ask for USAAs help throughout this time.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29710
Submitted Via: Web
Date Sent: 2021-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-10
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: XXXX XXXX, XXXX, pulled all three credit reports, preparing to refinance our VA loan. Disputed inaccurate information pertaining to account balances. Only one company did not respond correctly ; USAA. Instead of updating correct balance information to XXXX, they responded with payments are made on time/no late payments. This is not what was disputed. I disputed incorrect balance on VISA account. XXXX XXXX, called USAA VISA to ask why balance had not been updated? Customer Service Rep responseafter 45-minutes of researching, etc.was, We update at end of the month. OK. That was less than a week. We could wait to apply for Refi. Today, we got notification from XXXX XXXX, XXXX FICO score dropped 78-points since last XXXX, XXXX XXXX! I checked online. USAA dispute had closed but disputed USAA balance was not updated. Called XXXX. They advised USAA balance had not been updated since XXXX XXXX, XXXX. Furthermore, USAAs response to dispute was not answered correctly. XXXX advised us to file a complaint with you. XXXX FICO is based on incorrect information. We will probably lose our excellent rating and our 2.25 % loan rate. Today, XXXX XXXX, XXXX, I called USAA, again. I was on the phone for 1.5-hours with another customer service rep who kept putting me on hold to do research. Finally, I Was transferred to an Executive Resolutions Team member. Her response to USAA not updating XXXX was this : We have 30-days from end of Dispute to respond to you. We will mail an explanation. Then, the credit reporting agency has another 60-days to respond. When I explained the dispute was ended, USAA did not respond to disputed credit balance but rather to payments are made on time this representatives response was the same. When I asked to speak with someone in the department that handles disputed information from credit bureaus, she said, We do not have a department like that I can transfer you to. Me : Really? Surely, someone, somewhere has to physically respond to these disputes? Her answer was the same : No such department. There is no person I can transfer you to who can correct USAAs mistake. However, on XX/XX/XXXX, USAA managed to update XXXX and XXXX with correct VISA balance. But not since XXXX XXXX, XXXX have they updated XXXX. Unfortunately for us, mortgage companies use the lowest score to determine interest rate. Our scores fell from XXXX ( excellent ) to XXXX ( good ) in five-days! All because USAA did not properly answer the disputed subject. We have been a member of USAA since XXXX, and been with their bank since opening in XX/XX/XXXX. There has to be accountability. This is going to adversely affect our interest rate and our mortgage payment. We are now retired, on a fixed income. Our income is 25 % of what it was last yearbefore taxes. Refinancing was supposed to reduce our monthly payment by {$630.00}. Now, were worried we wont qualify for 2.25 %. We have done everything we can to resolve errors on our credit reports, spoken with XXXX and multiple times with USAA to correct their error. Weve received little assistance from XXXX and zero from USAA.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 339XX
Submitted Via: Web
Date Sent: 2021-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-10
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: In XXXX of XXXX, I was Pre-Approved by USAA Federal Savings Bank for a loan of {$380000.00}. This was based on several facts that I submitted to them in my application : Estimated Annual Self-Employed Income of {$75000.00} Credit Score of XXXX Minimal Debt ( I had a balance on a credit card of $ XXXX but I paid the credit card off each month ) Retirement Assets of $ XXXX Understanding I was pre-approved, I started looking at homes and found one with a purchase price of {$350000.00}. I made an offer and was thrilled when they accepted it. I then put my earnest money of {$3000.00} down on the house. After that, I paid for a home inspection for {$350.00}. Pleased with the results of the home inspection, I told USAA Federal Savings Bank I would like to purchase the home. My Loan Officer informed me that the next step would be for USAA to come out and do an appraisal for {$620.00}. I agreed to this, the appraisal was conducted, the appraisal matched the money I agreed to pay for the home. USAA would now move forward with my loan. HOWEVER, much to my surprise, after spending {$3900.00} that was not refundable, USAA Federal Savings Bank declined my loan. When I asked why, they said they could not consider my self-employment income until I had two years of 1099s to prove my income. This is where my complaint comes in. If USAA Federal Savings Bank had no intention of giving me a loan due to my lack of self-employment income history they : 1. Never should have pre-approved me ; They should have notified me at that time that I needed 2 years of self employment income history 2. Never should have let me put down earnest money 3. If overlooked during the pre-approval process, they still should not have let me spend an additional {$350.00} on a home inspection and {$620.00} on an appraisal done BY USAA!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: ID
Zip: 83616
Submitted Via: Web
Date Sent: 2021-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-10
Issue: Fraud or scam
Subissue:
Consumer Complaint: My son did five transactions through USAA using XXXX. I am a secondary owner on the account. We contacted USAA and where usually, they would provide a provisional credit while they investigate ; only two days later they replied that there was nothing they could do. They claimed they contacted the XXXX network and the scammer 's bank. The amounts totaled over {$1600.00} which is a lot of money for an XXXX old to lose. I understand that other banks have been able to retrieve funds back for being scammed. I am reporting my frustration that USAA is not willing to help retrieve the lost funds.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 01702
Submitted Via: Web
Date Sent: 2021-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-10
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/XXXX I sent and individual money, totaling {$730.00} to purchase an item using my bank USAA through XXXX. The individual never sent the item and never refunded the money. Multiple attempts were made but none resolved with that individual. I went through USAA and XXXX to dispute, but was told it could not be resolved due to XXXX being only a transfer service. I'm not sure I understand why no protection is given to the sender. In modern times you have insurance for everything why is this any different? Criminals are given a free pass using this system. As a bank ( USAA ) and a transfer company ( XXXX ) you enable it. Make the effort to incorporate some type of fraud protection or paste a bright bold banner on your app stating " send at your own risk ''.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32514
Submitted Via: Web
Date Sent: 2021-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A