Date Received: 2020-12-14
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: We made a purchase with a merchant - XXXX XXXX XXXX in XXXX NV. of 4 tires. Due to a email issue ( still unknown ) a confirmation of the order and subsequent tracking information never arrived to us. We filed a dispute of the amount with our credit card company, USAA. The funds were refunded to us. 2 days later we made contact with the merchant and discovered there was an email issue preventing information arriving to us. By XXXX and XXXX all of the tires ordered had arrived. We immediately filed a release of the dispute with USAA. As of XXXX XXXX XXXX XXXX has still not been refunded and our card still has not been charged to amount due. This is in violation of USAA terms which require resolution in 3-7 days.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 240XX
Submitted Via: Web
Date Sent: 2020-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-11
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: XXXX and USAA began calling me in late XXXX, around maybe XXXX, and advised I was behind on my credit card. I advised them that I wasnt working nor did I have a credit card. When I asked about the information in the file they refused to give me any details. They called multiple times a day and would scream, curse and talk down to me for not paying my debts and every time I told them the account is fraud, they refused to listen or attempt to help me fight it. The account was opened by my mother, which easily explained how someone got all of my information. According to the credit file, I worked for two years doing some kind of loan or bank work. I had only graduated high school in XXXX and went to college a couple months after out of state on a full ride scholarship for track. I ended up losing that scholarship because of it. The XXXX couldnt have that kind of negativity attached to them. {$30000.00} a year to attend XXXX XXXX University in Oklahoma. I tried to tell them that I could prove that these charges were not mine due to not even being in the same place when the transactions happened and they refused to hear me out. I often cried after their calls because they were so rude and aggressive. I didnt know anything about credit at that time. My dad told me this isnt the first time my mother had stolen my identity. The first time occurred when I was three years old. Luckily my dad was able to get rid of that for me. But then I found out that other than XXXX, theres a usaa credit card thats open and delinquent as well. So now I have two companies calling me. Neither willing to help, transfer me to management or other representatives, and caused me to have financial hardship for more than 7 years due to the {$13000.00} in bad debt. I was homeless at one point, another I was making {$1500.00} every two weeks plus monthly bonuses and couldnt get an apartment in a low income community even though I was making decent money for a XXXX yr old. This continued all the way through my XXXX XXXX in XXXX. The only credit Id ever gotten was for my car in XXXX which came at a high interest rate and was only given due to knowing that the XXXX will make sure our debts are taken care of. Even at that time I was still being called and harassed by the card companies. Threatening to garnish my taxes or my checks in order to collect the debt. After being XXXX and XXXX XXXX from the XXXX, my credit score had only recovered from XXXX to XXXX or so. It was XXXX. It still is. That debts dragged me down my entire adult life and has stained my image long before I ever had a chance at life. Being verbally abused and harassed by those companies and going through hardship like that, made me want to die at times because it was so much and no one would help me. My mother ended up filing bankruptcy but never claimed the cards even then. Now here I am a XXXX veteran and I cant even use the housing loan Im entitled to secure housing because of my credit profile. Those credit cards got me rejected from being able to be recruited into the XXXX XXXX, despite my excellent testing scores. The only option I had was the XXXX, and even then I had to speak to someone about the extent of my debt to be able to get through to training. USAA is something that veterans and veterans families because my father is retired military as well. Yet I cant get access to those benefits. Leading me to have to deal with outside companies who took advantage of that and high interest rates, high insurance rates, high deposits for housing, living with strangers because I couldnt get my own apartment and being homeless. This behavior is something no one deserved to have to deal with. My father and siblings were called in attempts to locate me as well. It destroyed my life before I ever had a chance. The attachments will show I was out of state and couldnt have made those accts. I have also found the information that I believe is what was used to make the fraudulent account and it will also show I didnt have any money or access to the accounts. Someone who has access to {$13000.00} in credit cards wouldnt be asking for money to ship boxes or to live off of. It will also show I didnt have access to important documents like my birth certificate, but my mother did.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76548
Submitted Via: Web
Date Sent: 2020-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-11
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: My dad does his banking with USAA. He is a XXXX era veteran and is not tech savvy. He likes to use the voice line service to hear account balances and check transactions. He was able to use this service up until XX/XX/XXXX. I help him with his online banking. I logged in and tried to enable the Quick Access for Voiceline, and was unsuccessful. My dad is in another state, so I initiated a 3 way call to USAA to try to fix the problem. Call was placed on XX/XX/XXXX and we spoke with XXXX - who authenticated my dad and got his permission to talk to me, and have me on the call. XXXX tried his best to help, but kept hitting road blocks. XXXX called the " security team '' and told us due to a fraud flag being on the account, my dad couldn't use the Quick Access for Voiceline. My dad asked why is the fraud flag there, and what can be done to remove it. After some checking, we were told an ACH charge was disputed in XXXX for {$24.00}, and that's why the account was figged. My dad wanted to talk to a supervisor or the security team and was told there was nothing that can be done. XXXX eventually transferred us to a senior representative named XXXX. XXXX tried to help, but wasn't sure why my dad couldn't use the Quick Access Voiceline, and explained she'd have to call the security team. By this point we have been on the call with USAA for over an hour. My parents are currently residing with my sister and her husband in another state. My brother in law had tried to help before my dad called me, and was unsuccessful after 30+ minutes on the phone with USAA . We have now spent over 90 minutes with no success, resolution, or answers. My dad was so frustrated and stated he wants to remove funds from USAA. Although this can be done, it will take time since his military retirement and both parents ' SS checks are direct deposited into USAA. No one could explain why my dad was was able to call in and enter a 4 digit pin prior to XX/XX/XXXX and obtain his balances, but now it couldn't be enabled. My dad just called me today, XX/XX/XXXX and said he is blocked from checking his account online - with the help of my sister and brother in law. When they try to log in they get this message : For security reasons, your access to usaa.com is currently restricted. Call XXXX ( XXXX XXXX for assistance ( XXXX ) I called USAA again today, and asked if there was a department that handled customer complaints because we had been told there was nothing that could be done. I was told if we had asked to speak to the president of USAA, they would've routed us. I told him that we did not know the process or were told if we wanted to speak to the president of USAA. My dad is frustrated and feels like he's being harassed when all he wants is to call and get his account balances, like he's been able to do in the past.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80031
Submitted Via: Web
Date Sent: 2020-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-10
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I recently filed a complaint here against USAA because they are not giving me a way to pay my charged off secured credit cards. They offered up a really slick explanation as to why the debt is valid, but still gave me no way to pay it. I never contested the validity of the debt, I had 2 unsecured cards that I put {$6300.00} cash onto. One is {$120.00} delinquent and the other is {$73.00} delinquent. I paid them off i just got charged interest and was unable to make the payments as I'm a XXXX vet and was still waiting on my XXXX. Neither here nor there. I requested to pay the bills. I was told it is not their responsibility to provide a method for me to pay them since they are charge offs. I requested an invoice. I was told to just mail a check into the company for the full amount and put " attn billing department ''. Thats a no from me. I even had a nice lady one time when I called help me add them both to the bill pay section in the usaa app. When we hung up and I tried to pay them, it didn't work. When I called back, I just got an " Oh well, we tried. '' " It is not our responsibility to provide you a bill for a charged off account. '' Yet they're still reporting it happily every month to the credit bureaus. I have been trying to pay these two bills for over a year. I want to buy a house and these are the two negatives on my credit report. Please just let me pay the XXXX cards off!!!!!!!!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 55016
Submitted Via: Web
Date Sent: 2020-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-10
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: USAA refuses to honor the provision of the CARES Act that allows them to remove negative marks. They tell me that does not exist.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 119XX
Submitted Via: Web
Date Sent: 2020-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-09
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: USAA has illegally held my funds since before XX/XX/XXXX and will do so until XX/XX/XXXX its over {$5000.00} Ive executed every angle and every rep tells me a different story Then I speak to both the fraud department and I got a call back from the manager request this past Monday to tell me they were sorry and were going to expedite the closure of my account and send my check I call today to find out it was all XXXX Ive called a record of 56 times I have driven 3 hours and waited in line for two hours just to get nowhere Im sick to my stomach in debt because of this Im about to lose everything because of USAA and their XXXX I have no documents and no letters in the mail stating any of this I want my money because I need it now please help me My mother passed away yesterday I need my money for her funeral and I can prove everything I say and everything they have done and all the recorded conversations
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 779XX
Submitted Via: Web
Date Sent: 2020-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-09
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I banked with USAA bank back in XXXX. They closed my account one day out of nowhere without any explanation. I lost my card once or twice while being with them and one of the times I believe it was stolen and used by someone else. Shortly after i received my new card i went into a store to try to make a purchase and was told my card has been disabled indefinitely. I was unsure why this was happening so i called and they only told me " security reasons ''. I again called a few weeks later and the same was said, only this time i asked how long it would take and they basically said it wouldn't come off anytime soon. And that in the meantime " try to stay clean, make payments on time '' and things of that nature. I am completely confused at this point. Now XX/XX/XXXX i am in need of some affordable car insurance and i want to take advantage of my mother 's veteran status. She recommended i try USAA again and still after two years the same nonsense. They go as far as to tell me they want no dealings with me because " they took a loss ''. I am completely uncertain as to what loss they are talking about because anything the person did who recovered my lost card has nothing to do with me. I ask for a third time what is the reason behind this. All the guy did was reiterate that statement and said i will be responded to with a formal reason in 24 hours. That was weeks ago. In conclusion i have not gotten a proper reason as to why my account was closed, especially with no notice as swiftly as it was done.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30032
Submitted Via: Web
Date Sent: 2020-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-08
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: I am a victim of identity theft and this debt does not belong to me. Please see the identity theft report and legal affidavit attached.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30813
Submitted Via: Web
Date Sent: 2020-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-08
Issue: Problem with a lender or other company charging your account
Subissue: Money was taken from your account on the wrong day or for the wrong amount
Consumer Complaint: On XX/XX/2020, I awoke to a " XXXX '' window screen that stated I needed to call a certain number. There were loud beeps emitting from this window which I could not control, so I called the number on the screen. A computer tech answered and said he would proceed to fix the the hacking problem. An hour and one-half later, he said my banking accounts had been hacked and transferred me to a supposed USAA Fraud Officer, XXXX XXXX, XXXX. XXXX reported that three unauthorized transactions against my USAA bank account had been initiated in the amounts {$4200.00}, {$4900.00}, and {$5300.00}. When I asked Miles why USAA couldn't stop these transactions, he said they were " in process '', USAA could not stop them that I had to move money from my checking account into gift cards to reduce the account so the transactions would bounce. XXXX directed me to purchase {$3000.00} in gift cards. XXXX and the hacker team took possession of the {$3000.00} gift card amount. I filed a XXXX County Police report XXXX, and an FBI report of hacking and fraud, plus an FDIC complaint. While USAA states that they have liability coverage for fraud, USAA dismissed my case and said that I was an actor in this fraud and could not be compensated for my loss. USAA is seen as a bank for the military. I awoke on XX/XX/XXXX with a XXXX XXXX. I am a XXXX vet, with a 50 % mental health XXXX. I also teach online for XXXX XXXX and happened to have an online class later that day so I wanted my computer to work. I have been a USAA customer since the early XXXX with multiple accounts with USAA. It appears to me that USAA should provide coverage for this loss and restore my funds.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 925XX
Submitted Via: Web
Date Sent: 2020-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-07
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: On XXXX XXXX, 2020, I was added as an authorized user on a credit card with USAA. On XXXX XXXX, 2020, I received the credit card in the mail. On XXXX XXXX, 2020, I informed the primary card holder that USAA was not reporting to any bureaus. He called USAA on XXXX XXXX, 2020, and was told that the card should show up on my report within 30-45 days of adding user. At this point, it had almost been 60 days. On XXXX XXXX, 2020, he called again and was told that everything on their end was good and that I should contact the bureaus. He was told that they reported it on XXXX XXXX, 2020. On XX/XX/XXXX, I noticed that the card/account still had not reported. I called XXXX XXXX and XXXX, and was told by each of them that they did not have any knowledge of this account. They also stated I should request a confirmation number from USAA with reporting dates. We then called USAA on 3-way told them what the bureaus said. The representative informed us that he did not see any information where the card had reported and could not provide us with a confirmation number that was requested by the bureaus. He suggested that we file a dispute on the USAA website, in which we did. I am filing this complaint in order to expedite the process and also because I know that the online disputes can sometimes automatically decline. This is slowing down my family 's home buying process and I would like to get this issue resolved as soon as possible as we have a XXXX XXXX in less than XXXX weeks. Please help resolve this issue by having my credit report updated ( and backdated to XX/XX/2020 ) when I was added as an authorized user to reflect positive credit card usage. Thanks in advance for your help!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-12-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A