Date Received: 2020-12-02
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I have a settlement agreement for less than amount owed. USAA refuses to update my credit after I paid the settlement amount and it cleared my bank. They refuse to acknowledge the settlement agreement letter and keep incorrectly reporting after disputing. I held to my end of the settlement and balance owed should be XXXX dollars and the comments should reflect settled debt for less than amount owed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33935
Submitted Via: Web
Date Sent: 2020-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-01
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Someone stole my credit card number two months ago and USAA has been giving me the runaround ever since. Their fraud alerts knew it was fraudulent, as they are the ones who originally alerted me to the issue at the end of XXXX. I immediately called them and had them cancel my card and supposedly they filed a claim. I didn't get my temporary funds back and never got a confirmation of the claim and had to call back four times over two weeks. Finally they got the claim processed in XXXX and gave me the temporary funds. It took them two months before finally coming back last week and saying the {$5.00} charge was fraudulent but the {$400.00} charge was not. These charges were made within minutes of each other all by the same scammer. I called the merchant where the {$400.00} charge was made and it took them only 10 minutes to confirm it was absolutely fraud, that despite the person having my credit card number and address to process the payment, they were at a completely different address three hours away from me and had used 5 different cards all from different people to pay for multiple orders. I have now been calling USAA for four days in a row to attempt to get in touch with someone who I can conference in with the merchant so the merchant can confirm the fraud and get me a refund. They are giving me the runaround again. They said they would provide me with the documents they used to claim the fraud wasn't fraudulent but they didn't. They said a fraud specialist would call me from the fraud department but they didn't. They also took the funds back out of my account this morning. When I called again to express my exasperation they gave me the exact same spiel that they did the first time I called and said they would schedule a call back. This behavior is reprehensible. Not only have they massively mishandled this claim from day one they are now massively mishandling my attempts to prove the fraud and get my money back. They called me a lair and stole from me. I need your help in making this right please, CFPB.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-01
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: History of theft : On the XX/XX/XXXX statement from our bank. We noticed three preauthorized withdrawals from our checking account issued to USAA. We have no relationship with your company. We contacted both our bank and USAA. The persons at USAA would provide no information or assistance as we are not members. My wife & I researched these withdrawals back through our old statements. We found that the first theft started on the statement of XX/XX/XXXX in the amount of {$180.00}. The second theft amount {$200.00} appeared on the statement of XX/XX/XXXX. The third theft amount {$150.00} appeared on the statement of XX/XX/XXXX. These thefts happened every month until we had to close our account on XX/XX/XXXX. We filed a police report with the XXXX XXXX Ga Sheriff dept # XXXX. I contacted USAA again on XX/XX/XXXX again to attempt to get assistance as additional withdrawal requests had been sent to our old account. Again no help from USAA. We learned from the Sheriffs Investigator that he was having difficulty getting information from USAA. On XX/XX/XXXX I spent 56 minutes on the phone attempting to get assistance from USAA, again no help. Finally on XX/XX/XXXX I was able to talk to a USAA Investigator named XXXX at extension # XXXX. He took the case information and my contact information. At no time did my wife or I give USAA consent to remove moneys from our account for any purpose. We have given USAA time and multiple notifications to correct this issue. We sought help from the Georgia Office of Insurance. We filed a complaint and after two weeks a USAA rep called us. We were advised again that USAA would not help us as we are not customers. The young lady advised us to take this issue up with our bank. We had done this at the beginning. On XX/XX/XXXX USAA sent a letter to the Insurance Commissioner stating that since we are not USAA insurance customers the Insurance Dept had no jurisdiction over this matter. As seniors we find this lack of responsibility shameful. We need assistance to recover these funds.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30655
Submitted Via: Web
Date Sent: 2020-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-01
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: USAA will not respond to enumerations 1 and 2 of my letter dated XX/XX/2020. Several follow-ups by phone did not yield a response to my letter. Was told that USAA does not respond to letters and other times that the letter will be " escalated. '' Never heard from anyone. At # 1, USAA reduced my credit limit from {$20000.00} to {$2500.00}. I was not apprised of this change. Was told a letter was sent to me. I never received it. I requested a copy of the USAA letter. I never received it. Change was reported to the Credit Bureaus causing a severe drop in my credit score. At # 2, USAA will not provide an explanation as to why I have a Y-T-D interest of {$5.00}. I never accrued interest charges. USAA will not remove it, as it continues to appear on Statements.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 076XX
Submitted Via: Web
Date Sent: 2020-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-01
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: On Sunday XX/XX/XXXX I was notified by one of my credit card companies ( XXXX XXXX ) that they were severely reducing my available credit due to adverse activity on my XXXX credit report. I went on line and created an XXXX account and viewed my credit report. I discovered that there is a USAA credit card account opened on XX/XX/2020 in my name. The credit card has a credit limit of {$10000.00}. Per the XXXX report, there was purchases/activity of {$9600.00} in XX/XX/2020. No payments were made. This is the adverse activity that XXXX XXXX based its decision on. On XX/XX/XXXX, I called USAA ( XXXX ) to ask about the account. I was transferred to their financial crimes unit and spoke with XXXX. I explained what was happening and informed him this was not my account. He explained that a USAA team would investigate. On XX/XX/XXXX, I called USAA ( XXXX ) as a follow up to the XX/XX/XXXX call. I talked with XXXX. I explained that I have received the results of a XXXX dispute. The dispute determination was that the account was mine. I explained this is not true. XXXX asked me if I had ever been in the military. I responded no. She seemed concerned that there was military information on the account and told me should would escalate to the investigation team. She told me to call back after three business days. I asked her to send me a copy of the fraudulent application that was used to open the account so I could file a police report. She said should would. On XX/XX/XXXX, I called USAA ( XXXX ) as a follow up to the XX/XX/XXXX call. I talked with XXXX. XXXX informed me that the investigation determined that the account was mine. I responded that this was not true. I again asked for the fraudulent application used to open the account so I could include it when I file a police report. He refused and stated that no one will do that. He refused to help me any further. I have never received the fraudulent application used to open the USAA credit card account. After this discussion I filed a police report with my local police department ( XXXX, Ohio ), On XX/XX/XXXX I filed an identity theft report with the FTC. I sent a letter to USAA on XX/XX/XXXX via USPS overnight express concerning the fraudulent account. I included the identity theft report, proof of identity and Notice to Furnishers on Information. In the letter I requested USAA to close the unauthorized account, remove any charges on the unauthorized account and take steps to remove information about the unauthorized account from my credit files. The USPS tracking number is XXXX. USAA has never responded to my letter sent on XX/XX/XXXX. The USAA credit card account is a fraudulent account. I am not a USAA member. I have never been a USAA member. I am not a US military member. I have never been a US military member. I have never contacted USAA concerning insurance, banking, credit cards or any other of their products or services with the exception as stated above concerning the fraudulent credit card account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 440XX
Submitted Via: Web
Date Sent: 2020-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-30
Issue: Fraud or scam
Subissue:
Consumer Complaint: I had recently filed for divorce after a 35-year marriage and was hoping to use the {$50000.00} settlement money for a down payment on a house. Starting about XX/XX/XXXX, while I was playing XXXX XXXX XXXX on XXXX, a player started to chat with me using the account XXXX Using my XXXX profile information and knowing from that that I was a semi-retired XXXX, he gave me the story that he was in the XXXX XXXX serving in XXXX, parents not living, and only an uncle still living. Grew up in XXXX with a current address in XXXX, FL. He wanted me to contact his base commander with the following information about him to request that even though COVID was raging around the world, if I as his " fiance '' ( which I never claimed or accepted as truth ) could get him on a flight out on XXXX, where he had been " transferred '' to in XX/XX/XXXX. This was the information " XXXX '' provided : XXXX XXXX-XXXX/XXXX [ XXXX ] XXXX XXXX XXXX He began by asking me to donate to a local orphanage in XXXX that he likes to go to on his days off. I eventually agreed as that tugged at my heartstrings, so " XXXX XXXX '' sent me the info to transfer cryptocurrency into XXXX which I was not really familiar with. Over time, " XXXX '' told me he loved me and wanted a life with me once he completed his deployment and retirement papers. That soon developed into he has some valuable-5 gold bars-that he was shipping to me for safekeeping until he returned home. This fake company, XXXX XXXX XXXX, looked legitimate when I XXXX it, and I was none the wiser. In XX/XX/XXXX, the " shipment '' stalled supposedly in Alaska as cargo insurance had not been bought, so it would remain there on hold until this was taken care of. I ignored and tried to block him until about XX/XX/XXXX, when he was able to reach me again through previous " confirmation '' emails from XXXX XXXX XXXX that he was cc 'd on. After time, I would get occasional updates from the XXXX XXXX saying it was " not enroute to Montana, followed by Alabama, and then finally XXXX, TX. '' Any time I was in doubt or wanted to stop this " transaction, '' he would threaten me and my family as he knew where I lived and had actually emailed/contacted my now ex-husband. The shipment from " XXXX XXXX XXXX '' had the tracking number of XXXX and the agent that the money went to is : XXXX XXXX XXXX XXXX Acct # XXXX IBAN : XXXX Swift code : XXXX Address : XXXX XXXX XXXX XXXX, XXXX The total amount taken from me was {$21000.00} and though I contacted my bank even when a transaction was marked as " pending, '' they told me since it was a wire transfer it was already being processed and to try contacting the other bank/agency. The original report I filed in XXXX with the FTC has a report # XXXX One last thing, on XX/XX/XXXX, I reopened my XXXX for a business account, and " XXXX '' commented under the fake profile, XXXX XXXX of " Sports Team '' of XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX and on his ... info XXXX profile, he had XXXX listed instead of XXXX XXXX. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX the XXXX part above is a portion of my email address which he is aware of XXXX XXXX
Company Response:
State: TX
Zip: 78641
Submitted Via: Web
Date Sent: 2020-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-30
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: On XX/XX/2020, my daughter, XXXX XXXX was notified that USAA bank has decided to cease all banking business with her. They asked that she please go ahead and make the necessary steps to move all direct deposits. This also included stops of any debits that normally come out of the account monthly. As my daughter has stated on several occasions, this is fine and we can move to another bank ; however the day that USAA decided to close the account and place the account on credit hold, was the day after my government funds from the VA could be moved. I get {$1600.00} from the VA each month. While I am fine with paying USAA what my daughter owes to settle this and be done and settled. I have explained this to USAA reps several times over the last few weeks.Apparently the fraud department has decided to place the account on credit hold and hold all funds. This is rediculous especially when the provisional credits that are in question are far less than the money deposited in the account. Also, my daughter sent information that the bank needed on XX/XX/XXXX regarding the disputes which lead up to the USAA decision. She even filed a complaint on XX/XX/2020 with CFPB about this matter and the results were USAA is currently working on it. USAA is not working on anything, they have made their decision which is totally unprofessional of a bank. When you call the XXXX number for USAA they state to tell your representative that you are having a hard time and they will do what they can to assist. Well as of XX/XX/2020 I have tested positive for COVID. I need my monthly funds for not only my bills and meds but the meds that are being prescribed to me by my doctor. PLEASE HELP. and having XXXX at USAA call my daughter to say i feel sorry for your mom but not you, tell your mom to wait until XX/XX/XXXX is literally a DEATH SENTENCE. ALSO, PLEASE NOTE THAT A LETTER WAS NOT SENT OUT TO MY DAUGHTER UNTIL AFTER HER INITIAL COMPLAINT WITH CFPB WAS FILED. USAA HAD NO INTENTIONS ON SENDING INFORMATION BY MAIL. AND THERE IS ONLY 2 LETTERS NOTIFIYING OF 2 PROVISIONAL CREDITS BEING WITHDRAWN NOTHING FROM THE PREVIOUS DISPUTES ONLY WITHDRAWLS. NOBODY SHOULD BE WITHOUT THEIR GOVERNMENT FUNDS DURING COVID AND THE HOLIDAYS. MY DAUGHTER LITERALLY BEGGED XXXX TO RELEASE MY FUNDS.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 374XX
Submitted Via: Web
Date Sent: 2020-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-30
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I advised the company on XX/XX/2020 that I would be making my payment that was due on XX/XX/2020 on XX/XX/2020. I made the payment in the morning as I stated I would. Later in the afternoon I called to make sure that USAA Bank where the funds were and transfered to USAA Bank where the loan was. The first person I got after the Notice this is attempt to collect a debt I got XXXX XXXX in Florida. XXXX advised me after much haggle unless I gave him my phone number or email. He refused to transfer me to a supervisor and is also working for a third party hired by USAA to collect debts. XXXX would not disclose the name of the company the address. I then called back to get XXXX XXXX who would not transfer me and when she did get a supervisor they would not talk to me because I was not verified. She also would not disclose the name of the company or the phone number she was working for. The above individuals with intent would not disclose the name of the company they worked for under the Fair Debt Collection Act. Unless I gave them my phone number, Pin number and SSN. USAA is unwilling to talk to anyone and anyone that is hired to do the work for them does nothing to identify themselves other than the first name. USAA has come up with a lot of rules and does not send them in large print as they have been asked several times and when you complain they leave a short message and unwilling to help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33437
Submitted Via: Web
Date Sent: 2020-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-30
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: On the USAA app. I put my screen name and password in again and it denied me access again. So, I tried once more, and still no access. So, I called the number on the message ; The message states " Your account is locked. We're unable to recognize the logon information you provide. Call us at XXXX to unlock your account ''. So, I called the number and the agent told me " that USAA no longer wanted to do business with me ''. At this point I'm confused. The agent said he had no further information. So, I emailed the CEO, to try to find out what was happening with my accounts. The CEO, forward my email to an Advocate to try to resolve the problem. An advocate calls me the next day. She asks me what happen, I told her what happen and what the agent told me about my accounts. I checked my email and from XXXX XXXX, it stated that my Savings Account was in the Negative Balance. I'm like what??? So when the Advocate called me back the next day, I told her what XXXX XXXX had Reported. from USAA. The Advocate stated she never heard of a Savings account being reported to a credit bureau. I said me either. I said half of America would be reported. A few more days past and I never heard from that agent again. A few more days past and I still can not access my accounts. I can not check on my insurance, credit card, vehicle payments and a direct deposit or any other information about my accounts with USAA. No one is giving me any answers. So, if my direct deposit is going to an account where I can not access it, I need to make changes immediately. I called to stop my direct deposit asap. I had to call XXXX to get them to mail me a copy of my auto insurance. How am I suppose to pay my bill with no access to my accounts? My Sanity is at a all-time high. For the next two months, I received 100 's of calls from USAA. In late XX/XX/XXXX, i received a call from USAA about my accounts were past due. I said you ( USAA ) CLOSED my accounts, what do I suppose to do? The agent than says, mail in a Money Order to USAA. I'm like what? Just unlock my accounts so I can pay my bills, she hangs up the phone. So, I went to my local Post Office and got a Money Order, Certified Mail Receipt, on XX/XX/XXXX. A few days later I started getting more calls about paying my bills. I stated to the agent, I can not afford to keep paying for Money Orders, stamps, certified mail, envelopes ; in all the total was $ XXXX {$460.00} ( M.O. ). All the Stress they have been putting me is Overwhelming. My family is also affected by all the calls, morning, noon and night. Even on Weekends. My credit score was in the mid 700 's and now the low 500 's. My payment history was 96 % starting back in XX/XX/XXXX to XX/XX/XXXX. Now, we have a Pandemic/Covid19 and my job laid us off and had to Close down. More Stress and unknowns. I emailed the New CEO, which took over in XX/XX/XXXX. Basically, the same response, nothing happen nor changed. A advocated did call me and I updated her about the situation and she called in a few days, looking at my auto insurance and not the other issues. i never heard from her again. On XX/XX/XXXX, I went to XXXX to purchase a XXXX Debit Card ( cost {$3.00} ) so I could pay over the phone. Every transaction costs me between $ XXXX {$2.00} per. I have done all I can do but I'm out of options. They have threatened to cancel my car insurance, Repossion of my vehicle. They Ruin my Trust and Credit. USAA should be held accountable for there Actions. I need your HELP. I have been LOCKED OUT of my ACCOUNT for 13 months. No one at USAA is concern about my situation. Their only concerns are gaining money and stepping on a Military Veteran. They turned my account to a Collection Agency. XXXX Correspondence Department XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. XXXX XXXX XXXX, NY XXXX On XX/XX/XXXX, I mailed a Validation letter to XXXX, Certified mail. I got a reply back on XX/XX/XXXX, They did not validate the debt with me. They send copies from USAA and not aci.I requested signatures and a contract between us. They send old credit card bills from USAA. No signature. This whole situation has affected my health and has put us in a Financial Hardship. My family is also Stressed out. Thank you for your Help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-29
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I was a victim of loan fraud back in XXXX and have opened many investigations into such trying to get my money back. USAA gave me a provisional credit while they processed my investigation and then before I had the opportunity to provide all documents to show them the validity of my complaint closed the investigation and took the credit back. This left my account with a serious negative balance and any transaction that processed after the fact I was charged NSF fees for putting me further behind. I had to open a new bank account so I could pay bills and provide for my family. I get VA benefits sent to this account and changed the account information, but not before the VA processed a deposit. All of that money went this account which essentially is lost to me and we were out another {$260.00} on top of the {$680.00} plus all the NAF fees that have incurred. I contacted the bank asking for that money back as we are already struggling with Covid and loss of hours. USAA basically ignored my request to send that money back to me as well as any request to break that {$680.00} up from that credit so I might keep my account open and put food on the table. I requested assistance with stop payments, put a freeze on my debit card, and requested my whole account be frozen as I am still investigating fraud. Clearly USAA ignores my request and have been charging ridiculous fees and keeping any and all deposits or refunds that have been processed. My benefit money is used to assist with my bills and we are desperately struggling with all of this.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 317XX
Submitted Via: Web
Date Sent: 2020-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A