Date Received: 2020-10-31
Issue: Other transaction problem
Subissue:
Consumer Complaint: We had an accident occur at our home that destroyed it and our homeowners insurance is denying our claim. We have appealed it and also filed complaints with the oklahoma insurance commissioner, but are still being denied. We have paid our premiums faithfully and should receive the benefits that are included in the policy. I have included the verbiage from the complaints/appeals below. Please feel free to reach out with any questions at XXXX or XXXX. I am writing to appeal the bad faith denial on our homeowners claim XXXX. I have read the denial letter stating that this is considered a losses you dont cover and that in their opinion it is due to earth movement/shifting, etc. I strongly disagree! Help me understand how this would NOT be eligible for coverage under the collapse provision. USAAs wording states that The policy defines a collapse as a sudden falling or caving in or sudden braking apart of deformation such that the building or part of a building is in imminent peril of falling or caving in and is not fit for its intended use That is EXACTLY what has happened with our home. Furthermore, the collapse provision specifically says one of the covered clauses under the collapse provision is decay that is hidden from view, meaning damage that is unknown prior to collapse or that does not result from a failure to reasonable maintain the property. Again, this is EXACTLY what has happened with our property. This was a SUDDEN act. Our homes foundation, walls, floors, ceilings, windows, doors, etc. were ALL structurally sound until this occurred. The property now is non-repairable as is, uninhabitable and will likely be condemned. I dont see how this contract wording will be upheld if this goes to court as our circumstances clearly fall under this collapse provision. Denying our claim after being provided specific wording and reasons in which it SHOULD be covered is despicable and what gives insurance companies such a terrible reputation to begin with. I am deeply saddened that USAA, of all companies, is practicing such similar antics. I expected they would honor their contract for their customers. We have been loyal and longstanding customers for 15 years now. To be treated in such a way after paying our premiums and now being left with this unrepairable home that can no longer be lived in is complete financial ruin. And this was of NO FAULT of our own. We arrived at our home one day and it was in imminent peril of falling or caving in due to decay that was hidden from view and completely unknown to us as homeowners. According to our contracts wording, this should be overturned and covered immediately. We appreciate you taking the time to re-review our claim. This is clearly something that should be covered by the insurance we pay for. This is abuse and it is disgusting to have to go to such great lengths to simply be provided the coverage that we deserve and have paid for. Please call me directly at XXXX with any questions. I can also be reached at XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OK
Zip: 744XX
Submitted Via: Web
Date Sent: 2020-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-30
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: After having a youth savings account for 10 years or more, USAA decided we needed a signature card. The online banking system said we could do it electronically, but after walking through it with a representative on the phone it would not work. They sent us a paper form, that we filled out and returned. USAA closed the account without notification ( that we received ). I went into online banking and noticed the account was missing, so I started with the online chat. They could not help and asked me to call. I called in, and after an hour on the phone, they told me my form was received, but the account had been closed on XXXX. This week, I have asked 3 times for a manager call back, was advised they would call within 24-48 hours, and no one has called me back. In the meantime, the money we had in an interest bearing account is nowhere to be found, and this is day 10 since the account closed. I am attaching the transcripts of my chat conversations, the last chat I had with them this morning has not posted to my documents yet, but I will send it if needed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23235
Submitted Via: Web
Date Sent: 2020-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-30
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I applied and was accepted for a loan from XXXX XXXX. I have the E-Mail confirmation and terms. I lost my job and I am going through legal troubles because of my ex who moved out. The loan was for {$10000.00}. It was supposed to arrive in my account at XXXX XXXX XX/XX/2020. USAA Bank randomly locked me out of my account as I suspect they saw a large amount of money coming in. I was prompted with a phone number to call and clear up any issues. I attempted to do this and the USAA rep told me my account was being investigated for fraud. I immediately became enraged as I had {$2.00} in my checking account and needed to transfer the only {$20.00} in my savings which was supposed to be TOWARDS RENT to my checking account so I could go buy food. Instead USAA froze my Online and Phone access and blocked my phone number from calling their service. Now I am stuck at home with no access to MY bank account where my only {$22.00} and hopefully an incoming loan, if the timing that the loan officer described was correct. Now I have to sit and worry about USAA trying to mess with or take my money from a loan. This is not the first time I have seen a bank do this. If I remember correctly, XXXX XXXX did this and later I got money from a lawsuit because of it. Also XXXX XXXX XXXX in similar but different circumstance with their data charges and rates. Thank you for your help for as the at the moment I am defenseless and fighting for my money to get food. I am going to try to remember to apply for food stamps tonight.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95662
Submitted Via: Web
Date Sent: 2020-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-30
Issue: Credit monitoring or identity theft protection services
Subissue: Billing dispute for services
Consumer Complaint: Back in XXXX, I had a secured credit card with USAA Federal Savings Bank. There was fraud on the account, which resulted in a new card issuance. USAA charged back too many accounts, which resulted in a disagreement as to debts owed. My secured limit was {$1400.00}, I closed the account and was told I owed {$850.00} dollars. I disputed it several times to no avail. In XXXX, I received a XXXX ( Cancellation of Debt ) from USAA for this {$850.00} dollars. USAA reported to the credit bureaus that the {$850.00} was a charge off- in XXXX. On my XXXX tax return, I added the XXXX to it, and of course it acted as income, for which I had to pay taxes on. In XXXX, XXXX, I disputed this transaction with all XXXX Credit Bureaus, I also submitted a copy of the XXXX, as proof to show that this was no-longer a Charge Off, and that in fact this is basically a Charge Back. USAA credit card department is upholding this as a current debt. I tried calling and speaking with USAA, but none of the associates, even their supervisors understand how a XXXX works and believe that the debt is still owed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 46235
Submitted Via: Web
Date Sent: 2020-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-29
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I paid in full an auto loan with USAA. USAA sent me a letter verifying that the loan was paid in full. I verified with them via phoncon the loan was paid in full on the phone. In the processing of refinancing my home the lender pulled my credit which showed a collection from USAA for the auto loan paid less than the full amount. I called them and they stated there was a glitch in the system that caused the error to be submitted to the Credit Bureau. I have tried to call them to remove the error from my credit report and they state they are working on it and in the mean time I am unable to refinance due to their self admitted error/glitch in the system.I escalated the error to the highest level and they were unable to give a satisfactory answer.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32225
Submitted Via: Web
Date Sent: 2020-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-29
Issue: Communication tactics
Subissue: You told them to stop contacting you, but they keep trying
Consumer Complaint: I have sent USAA the attached letter asking them to not call me, call me using automated dialing systems, record me, and that I am represented by an attorney yet they will NOT relent in contacting me by telephone. This is illegal under the RFDCPA. I am requesting that USAA contact my attorney RIGHT AWAY. XXXX XXXX XXXX XXXX. ( XXXX XXXX ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX CA XXXX T : ( XXXX ) XXXX - XXXX F : ( XXXX ) XXXX - XXXX XXXX XXXX
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-10-29
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-24
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: I am a senior who was scammed by phone and online on XX/XX/XXXX and XXXX of XXXX with a gift card scam for a total of {$9000.00} charged on my USAA Savings Bank Visa card. The bank was notified to try to reverse charges but said they could not do so. Visa was also notified who referred me back to USAA Bank. A police report was filed that USAA Bank already has along with the details of this case which include the merchants involved. I tried to submit this as fraud, identity theft and also under my homeowner 's insurance as well as resubmitting under Elder Abuse but today XX/XX/XXXX was informed by USAA that my claim was again denied as I am still liable for the amount. The police case # is XXXX and the officer 's name is XXXX XXXX with XXXX XXXX County Sheriff 's Department, XXXX XXXX XXXX XXXX XXXX, XXXX, CA XXXX, telephone XXXX, XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 920XX
Submitted Via: Web
Date Sent: 2020-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-24
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I received a letter dated XXXX XX/XX/2020 from USAA stating that my two checking accounts and savings account would be closed. I received another letter dated XXXX XXXX saying that those accounts would be closed unless I provided information to them. I called on XXXX XX/XX/2020 and submitted the required information. The customer service rep assured me multiple times that my accounts would now remain open. XXXX XX/XX/2020 USAA closed my two checking and one savings account. They did not have a reason.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: 53713
Submitted Via: Web
Date Sent: 2020-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-24
Issue: Fraud or scam
Subissue:
Consumer Complaint: Okay so i had a guy send me a XXXX check for just talking to him, he seemed like a nice guy, he then sent the check and proceeded to tell me to send it to some charity But it was to phone numbers that he sent me, I then realized that it was some sort of scam so i tried to get rid of the money by sending it back, but now i owe my bank XXXX $ and i dont know what to do, i called my bank and they said i got scammed but i owe the bank all this money?? I really need help!!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 79705
Submitted Via: Web
Date Sent: 2020-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-23
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: RE : Member ID XXXX Consumer Lending and UDAAP Violations. My USAA Member is XXXX, and I was the victim of identity theft. In response to this identity theft and fraudulent activity, USAA took adverse action which affected all my accounts held with USAA. This included 3 credit card accounts, a checking and savings account, auto and renters insurance, my auto loan, and a certificate of deposit account. In a response dated XX/XX/XXXX, XXXX to my OCC complaint USAA states a thorough review of my accounts was completes and the investigation confirmed I was not a victim of identity theft or account takeover. I have repeatedly requested the associated documents used by USAA to determine the outcome and prove their belief I was not a victim of identity theft and no fraud was committed, despite a year prior investigating and confirming I was the victim of identity theft and refunded the associated charges. In their reply, USAA states they were beyond the timeframe allowed to rever the charges previously credited and would not hold me liable for the transactions. Yet, USAA did hold me liable for the charges and reversed all previously credited transactions. USAA states on XX/XX/XXXX credits totaling {$5900.00} were credited to my XXXX and {$1300.00} was credited to my Visa. These totals, however, do not represent the total of fraudulent charges or billing errors reported, which USAA has held me liable. This reversal of previously credited transactions which were final, the failure to recredit the full amount of reversed transactions, failure to fully and adequately investigate billing disputes, and refusal to provide all documentation associated with the reported identity theft are clear violations of FCBPA, regulation Z, UDAAP, the member agreement as well as additional federal and state regulations. USAA further states on XX/XX/XXXX, an ACH transaction for {$4000.00} posted to my checking account. On XX/XX/XXXX, my checking account was closed, and the remaining balance was mailed to in the form of an official check. On XX/XX/XXXX, I provided the XXXX a Written Statement of Unauthorized Debits for the {$4000.00} transaction. The XXXX states it sent a letter advising that while we researched the dispute, a provisional credit of {$4000.00} was posted to my account. The letter stated if the dispute is resolved my your favor, the temporary credit will become permanent. If the dispute is not resolved in my favor, Id be notified before the credit was reversed. The XXXX claims another letter was sent advising me that my account would be temporarily opened to allow access to the {$4000.00}. The XXXX states the letter advised me I can't make any transactions with the account, and it was only opened to allow me to claim the funds. On XX/XX/XXXX, an official check for {$4000.00} was mailed via XXXX XXXX to your address of record. The checking account was then closed. In this response, USAA fails to address that as of XX/XX/XXXX my online and mobile account access was already restricted and my debit cards associated with my accounts had been canceled along with the accounts by USAA, without warning. As I was enrolled in paperless billing, notices, and statements any correspondence received from USAA was submitted on USAA.com which I was prevented from access. Therefore, I never received the letter USAA states it provided, was never notified my account would be reopened, or notified I would be able to access these funds. Furthermore, as my online account access was removed I was unable to log onto usaa.com to transfer the funds elsewhere and I was never provided with checks to this account to access the funds without occurring additional costs and limitations. USAA proceeded to close, reopen, and then once again close my checking account and closed the account without my knowledge or permission. This is an illegal practice USAA has been found USAA guilty of committing by federal regulators. In XXXX and XXXX USAA has faced several consent orders and hundreds of millions of dollars in fines, as well as having their rating lowered to needs improvement. This represents just another member USAA has taken predatory, abusive, illegal, and adverse actions towards. USAA further claims the decision to no longer do business with me was upheld per USAA 's policy that affects members who do not meet certain obligations. To the extent allowed by law, the XXXX business policy prohibits USAA and affiliates from doing business with a member when unacceptable behavior and activity occurs. When this basic principle is compromised, the XXXX removes access to view accounts on usaa.com and mobile.usaa.com. USAA continues to claim account information is available by mail or telephone. This response by USAA makes a general and broad accusation, as well as claims which do not match up with the documented timeline or legal requirements. While to date continues refusing to identify what certain obligations are and which I failed to meet. They have also failed to explain what unacceptable behavior or activity I exhibited which led to the decision to no longer do business with me. On XX/XX/XXXX on a call with XXXX XXXX at extension XXXX, informed me the single identity theft claim was repeatedly reentered by USAA agents attempting to correct the fraudulent transactions. This was most likely what caused my account restrictions and closures. He stated he would send a chain message to the associated managers explaining this and have it reinvestigated. On a second call on XX/XX/XXXX, I spoke with XXXX in the office of the CEO who admitted he could see the investigator assigned to this case XXXX had not contacted me. He sent her an email and CCed her boss asking why she had not contacted me despite the many messages I had left for her. He requested she contact me ASAP to answer questions. On XX/XX/XXXX I spoke with XXXX, who kept stating USAA was protected from consumer grievances by regulation Z. I asked her for more details about regulation Z, but she was unable to provide any additional information. XXXX stated it was in the credit card agreement. I asked where I could find it but she couldnt tell me where or what it stated. XXXX further stated she never received any of my previous voicemails, the messages sent by multiple previous USAA agents, or managers. She even denied receiving the messages, previously verified having been sent by XXXX XXXX, XXXX or XXXX in the CEOs office the previous days. She denied any knowledge of my verbal and written requests for documentation related to my identity theft claim and investigation. Claiming she was even unaware of the complaints Id made with federal regulators. Upon demanding to speak with her manager, she denied my request and refused to provide her manager XXXX XXXX contact information. XXXX stated USAA did not need to give me notice of anything, but she did confirm I followed all their instructions provided by USAA and credits for the fraudulent transactions issued then charged back and closed out. She was unable to provide any details regarding the improper activities I was accused of. Or the reason for all of my accounts being closed without notice. She further stated all other agents shouldnt have said I need to speak to her, they could have handled the other aspects and my funds not held This pattern of false, misleading, and abusive behavior has continued by USAA. Including further violations such as refusing to provide required documents, failure to provide loan original documents, account ledgers, refusing to provide statements, refusal to accept payments from external accounts, repossession and debt collection on debts in violation of FCBA laws, selling fraudulent debts resulting from reported identity theft to 3rd party debt collectors, negatively reporting accounts in default which resulted from reported identity theft, and more.
Company Response:
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A