Date Received: 2020-11-17
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: I received a copy of my XXXX XXXX XXXX record and I have found several inaccuracies in the report, and my consumer ID number is XXXX. The following information is inaccurate : USAA Account # XXXX marked as fraud USAA Account # XXXX marked as fraud In detail, you recorded that I had non-sufficient funds/checking account fraud with USAA on or around XX/XX/2018. I am disputing this record because it is inaccurate due to identity theft. According to section 611 ( a ) it is plainly stated that a failure to investigate these items within 30 days gives a reason to immediately remove items from report, it has been over 60 days so they should be deleted promptly. I demand these accounts to be deleted immediately or I will file for litagtion due to the stress you caused me. My information was also impacted the XXXX data breach and may have got into the wrong hands.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 630XX
Submitted Via: Web
Date Sent: 2020-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-17
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: Someone opened an online account in my name. I have sent letters, called ( I can't answer security questions because I did not set up account ) I have a police report for this fraud, sent an identity theft letter x2 and get no response. They just send me bank statements. USSA Federal Savings Bank XXXX XXXX XXXX XXXX XXXX TX XXXX I have never served in Military I did not open this account
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 783XX
Submitted Via: Web
Date Sent: 2020-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-16
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: USAA VISA has been witholding the use of my credit card for 7 business days per month, every month. My entire balance was {$1000.00} this month and I paid the entire balance last Thursday it was removed electronically from my bank and I can not have use of this card now until this Friday. I called numerous times in aggravation because there credit card agreement does not state they will be taking an interest free loan from consumers for 9 days out of each month, as they don't count weekends as business days. It also doesn't state that by never making a late payment in 8 years you will only have use of your card for 21 days per month. However, it does state that they will be charging you interest during this non usable time or every month, or every day of every month. So, this is a {$1000.00} credit card visa, my credit score today before writing this is XXXX. As I stated the entire balance was removed from my bank last Thursday.This is what they call there " Platinum '' card.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NM
Zip: 87111
Submitted Via: Web
Date Sent: 2020-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-16
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: USAA Savings Bank XXXX XXXX XXXX XXXX, TX XXXX USAA account # XXXX I applied for USAA secured credit card on XXXX. Application was accepted and I enjoyed card. But then the bad occurred I was a victim of credit card theft and it was a constant occurrence with me being an XXXX XXXX and frequent activity my bank allowed transactions not made by me. Several calls were made on my end to USAA to resolve issue no contacts back. USAA has yet to respond to any of my requests. Months went by and I had not heard from USAA however the fraudulent account was still, and still is reporting on my credit profiles. I was constantly submitting information to USAA. To date, USAA has not removed this fraudulent account from my credit report. In fact, without any notice given to me, in contravention of the law, USAA further exacerbated this issue by denying my fraud dispute with the credit bureaus. Since then, I have continued to bear the financial burden of an account that was illegally opened by their company because of their fraudulent, erroneous and unfair credit reporting. Under Louisiana Revised Statutes Tit. 9, 3568 ( B ) and State Identity Theft and Credit Reporting Statutes, Each creditor who grants credit as a result of information which was obtained through an identity theft shall make available to the victim of the identity theft application information and transactional information, such as a copy of one or more complete monthly billing statements prepared in the regular course of business by a financial institution, in the possession of the creditor which the victim needs to undo the effects of the identity theft. Prior to providing information to the victim, the creditor or its representative may require the victim to submit a written statement, dated and signed by the victim of identity theft, which ( a ) provides information sufficient to verify the identity of the victim and the existence of an identity crime, including a copy of the police report and a copy of the victim 's state-issued identification card, and ( b ) states that the consumer authorizes disclosure of the information, and ( c ) identifies the information the victim requests to be disclosed. On the other hand, the Fair Credit Reporting Act, Section 623 ( a ) ( 6 ) ( 15 U.S.C. 1681 ) All furnishers must have in place reasonable procedures to respond to notifications from CRAs that information furnished is the result of identity theft, and to prevent refurnishing the information in the future. A furnisher may not furnish information that a consumer has identified as resulting from identity theft unless the furnisher subsequently knows or is informed by the consumer that the information is correct. If a furnisher learns that it has furnished inaccurate information due to identity theft, it must notify each consumer reporting agency of the correct information and must thereafter report only complete and accurate information. Section 623 ( a ) ( 2 ). When any furnisher of information is notified pursuant to the procedures set forth in Section 605B that a debt has resulted from identity theft, the furnisher may not sell, transfer, or place for collection the debt except in certain limited circumstances. Section 615 ( f ).
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 48917
Submitted Via: Web
Date Sent: 2020-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-16
Issue: Confusing or misleading advertising or marketing
Subissue:
Consumer Complaint: On XX/XX/2020 I attempted to buy a computer graphics card from XXXX from someone names XXXX XXXX XXXX. This person stated that XXXX XXXX took too much money from the buying transaction and thought XXXX was a good payment form. I thought the same as XXXX goes directly through your bank. I was wrong though. It has now been 2 weeks and i called USAA ( my bank ) to get an update. Just to be slapped in the face by being told " We got a response back from XXXX saying that in there terms and conditions they can not do anything in a buyer and seller situation. So I bought a graphics card for {$450.00} through XXXX but never received the item and even tried to contact the seller multiple times but was blocked.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23508
Submitted Via: Web
Date Sent: 2020-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-15
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 have been using USAA auto insurance for over 15 years. On XX/XX/XXXX, in the late evening, I received an email alert from XXXX XXXX informing me your card was declined : its expired further stating, Hi there, A recent purchase was declined because you or someone on your account used an expired card. Its time to use your new card and shred or return that old plastic. Then you can retry your purchase, if needed. To be clear, the card referenced above expired in XX/XX/XXXX, and I shredded that card immediately after receiving one replacement card that does not expire anytime soon. I do not have any additional users, duplicate cards, or lost/stolen cards. I am aware of skimming/cloning credit cards so I immediately called XXXX XXXX and was informed that I should instead contact my insurance company ( USAA XXXX since someone from there attempted to use an expired card. XXXX XXXX stated, their system showed, someone from USAA tried to utilize it but the PIN was flagged. It was after hours, therefore on XX/XX/XXXX, I called USAA, as well as checked my online account. I discovered the card on file for monthly insurance automatic payments was indeed the expired XXXX XX/XX/XXXX XXXX credit card. I have XXXX XXXX looking into how USAA for the at least 8 months has requested and cleared payment. My issue and concerns with USAA are that, an attempt to submit a second charge for the same service that posted approximately one week earlier. I want to know why USAA attempted to submit a new charge, as well as, why did someone attempt to do so using an expired card? This charge is suspect to me because even though USAA was wrong for resubmitting a second charge for the same service, it is concerning because to my knowledge, never before has a previous card been double charged. The disconnect Im having while trying to understand and eliminate a fraud attempt ( as I expect someone to point out the expired card was used because it was the card on file ) ; and to that, I would like them to explain, why then was the expired card not attempted to be charged since XX/XX/XXXX? Month after month USAA got it right in correctly charging my credit card, despite what was on file, including days prior of this incident. Therefore, I would like to know where within USAA did the second charge stem from, for what reason, and finally why was the charge {$1.00} versus an actual amount of what was supposedly due? This is why I perceive the charge as a fraud attempt. I was assured by a USAA representative that USAA did not participate in an un-named program with XXXX XXXX that automatically updated expired credit cards on auto pay ; and USAA did not subsequently end such agreement conveniently days after my last payment posted. Even if a program existed, why did USAA not automatically update it in my profile as described? Having access to current info, again, why would USAA run the out of date information? These questions are relevant as XXXX XXXX stated they have a program with some companies that does this and suggested USAA may be one, however, that policy only applies to lost/stolen cards which my card is neither. USAA rep stated they do not require security codes for reoccurring charges, only card number and expiration date, so in all fairness, the charges should have been declined in XXXX or until I updated the expiration date in their system. I suspect USAA fraud in some form as the charge declined was {$1.00}, and that could easily be 'a test ' to see if the card is still working. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30274
Submitted Via: Web
Date Sent: 2020-11-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-14
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: XX/XX/2020 at XXXX XXXX I called USAA Bank to file a claim on an unauthorized transaction using my debit card that posted on XX/XX/XXXX for {$71.00}. I already canceled my debit card. Got a credit while claim is in process. XX/XX/2020 XXXX XXXX Got a call from a representative of USAA asking me what happened with that transaction. After explaining I was told it was filed as a dispute claim should had been a fraud claim. I told her I just called in and representative filed the claim I have no idea was the wrong one. She said credit will be reversed and I should see another credit under fraud instead by XXXX XXXX Credit was taken back on XXXX XXXX 2020. No credit was reissued. XX/XX/2020 XXXX XXXX Called to asked about status of claim. Was told I should had the credit already. Representative review acct and said could see notes. To give 3 to 5 business days and I should see credit. XX/XX/2020 XXXX XXXX Called again to check on status and credit. Representative said she can see notes. Put a work order to get credit should take 7 to 10 business days. Absolutely unacceptable is I have to keep waiting and calling after a month of calls going back and forth and this is not free money. Hard earned money not XXXX cents or XXXX dollars but {$71.00} that I could pay a bill with. Besides another issue that havenr been resolved either. I cant access my insurance yo make payments this has been going on since XXXX. No resolution either and here I am can't make my payment. Already missed a payment arrangement because of this on my car insurance. I dont like to give my card or acct info on a call to a person. I prefer doing it thru website of the bank. I cant even use bill pay option either. Again another issued mentioned on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX and still nobody knows why.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 078XX
Submitted Via: Web
Date Sent: 2020-11-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-13
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: Hello I have banked with usaa Federal bank for over 6 years which is a military bank I move around a lot I have had accounts that have been closed do to Negative Balance and I have paid them off before it Reached my credit I just had a account that I paid off I let the bank know that I had death in my immediate family and that I was impacted by COVID-19 I asked them not to close the account because a large amount of money was coming in I only did that because they say to let your representative know if you are impacted by COVID-19 so my big deposit came in they took care on the account and paid it off and they sent me a check for XXXX I then took that check and A mobile deposit it in another checking account with USAA the next day they said there no longer want me to bank with them and said that XXXX they will close my account and sent me any funds I have rent to pay by Monday XXXX of XXXX they told me there is nothing they can do I will have to wait 60 days my son has a youth account and they will also hold his funds I have called and ask why are they doing this they have said they will reverse the decision because there was a miss understanding and that someone will call me no one has called and I have to just wait for them to send my money they said they have the right to make a decision and lock me out of my account I told them it COVID Im behind on bills but there nothing they can do! They also told me that they dont have to list a reason for there decision but I think they are really unfair as a bank institution to keep receiving Direct deposits and locking a person out of there account no fraud was committed and they could have contact me to give a warning saying whatever instead of locking me out my account I have XXXX kids and no money no cash no nothing! Please help me thanks my email is XXXX my phone number is XXXX however my phone maybe off do to the fact I cant pay it because of USAA
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 49507
Submitted Via: Web
Date Sent: 2020-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-13
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: The morning of XX/XX/XXXX my USAA checking account had an unauthorized charge. While I was on hold with the USAA someone made two more purchases on my account. I was originally told I would see my funds in 3 calendar days. After that they told me it was three calendar days from Monday XX/XX/XXXX. After that I was told it was 10 buisness days. On Friday the XXXX of XXXX I was told there was never a claim issued. On XX/XX/XXXX I was told there was a claim file on XX/XX/XXXX and another filed on XX/XX/XXXX. Finally today XX/XX/XXXX a XXXX called me and said they have 10 business days to resolve the claim, which would put them at today XX/XX/XXXX, but their fraud department is backed up. After talking to the bank this morning there is no plan to issue my funds today. I am out almost {$2200.00} from my checking account and after today those funds have been missing from my account for 14 calendar days and 10 business days.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: NE
Zip: 681XX
Submitted Via: Web
Date Sent: 2020-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-13
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: USAA has locked us out of account now for over 4 weeks. USAA can email us statements, promos, other info but mysteriously the allusive security code emails do not come. USAAs own IT personnel can not find a solution even provided a verbal password which they verified was entered correctly but alas the account stays locked. Account ending in XXXX Member ID XXXX Pin XXXX Last 4 of SSN XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 240XX
Submitted Via: Web
Date Sent: 2020-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A