Date Received: 2020-10-08
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/XXXX, I received a letter from USAA indicating that my savings account was overdrawn. Since I had not accessed that account for over a year, I went online to check what was going on. Staring XX/XX/2020 USAA allowed a XXXX XXXX XXXX ( a person I do not know / am not related to ) to set up monthly ACH withdrawals to XXXX XXXX XXXX to pay his bills. The first ACH was for {$170.00} and the four subsequent ACH 's were for {$130.00} each. Needless to say, I am not XXXX XXXX, nor have I ever heard of him. Further, I have never heard of XXXX XXXX. I immediately called USAA to rectify this problem. The customer service representative indicated that it was completely USAA 's fault - it is in their records that they have the ACH payments going to XXXX XXXX on behalf of XXXX XXXX XXXX. Further they indicated to me that they do not cross reference routing and account numbers with the person 's name on the account. Put differently, they were given the USAA routing number and my account number and set up the ACHs in the name of XXXX XXXX and they never checked to see that I am the owner of the account, not XXXX XXXX. They issued a stop payment but have so far refused to return the {$700.00} to my account that they allowed to be fraudulently removed. I have called them four subsequent times and have been given the runaround and they refuse to connect me with anyone who can rectify the situation. The only thing they say is that a fraud investigation needs to be completed. However, they have not provided me with the means to approve an investigation ( no letter and the email they sent me to sign has a broken link ). Again, this is 100 % USAA 's problem. Their fraud controls failed and they have admitted their mistake, yet they won't give me my money back.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 020XX
Submitted Via: Web
Date Sent: 2020-10-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-08
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I paid USAA in full for a charged off credit card in 2019 in the amount I was told by the representative. I noticed on my reports several months later that usaa has continued to report a charge off status monthly on my report. This is illegal to keep updating monthly after the account has been paid. Only after calling usaa after several months was I notified that there was a XXXX cents balance deft on the account. I was never notified of this and was told the balance was XXXX. The balance on the account was even reported as XXXX on my reports. Usaa continues to report a monthly charge off on my report suppressing my scores which is again illegal.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27284
Submitted Via: Web
Date Sent: 2020-10-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-08
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: I am a victim of identity theft, I never authorized these accounts. These acounts hurting my credit score and I being victimized by the bureaus.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21239
Submitted Via: Web
Date Sent: 2020-10-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-08
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I have always paid my account on time every month thru the website that the company provided and i always received notice that they received the payment. However, one month they notified me 30 days later that they never received the payment. I quickly paid it as soon as I was notified and I tried disputing it with the company because I had paid it and it was their websites problem and not my mistake but they refused to remove it even though they acknowledged that it may have happened since they have intermittent problems with their website. Please help as this is affecting my ability to get the best rates on a home loan and this was not my mistake.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80247
Submitted Via: Web
Date Sent: 2020-10-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-08
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: I am a victim of identity theft, I never authorized these accounts. These acounts hurting my credit score and I being victimized by the bureaus.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21239
Submitted Via: Web
Date Sent: 2020-10-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-07
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I was a happy loyal USAA member until recently. I recently had a charge on my account that I did not authorize. I called USAA, and they issued me a new card and opened a dispute. A couple of days later I got a call from a claims investigator who asked me for more information. I told him that I did not recognize the charge, and he basically told me that was going to deny the claim because I have a chip card and " that didn't make sense ''. He told me to verify with members of my house if they took my card or not, which I asked my husband and he said no. Didn't matter - USAA denied my claim because he didn't think it made sense that happened. As if that was enough of a financial burden caused by USAA ( me having to pay for a transaction I did not authorize ), I made of payment of {$8000.00} on XX/XX/2020. It cleared my checking account by the next morning, and I see the payment in my transaction history, however USAA is holding the payment for 7 days. In all the years I have been a member of USAA they have NEVER once held a payment. Thinking it was a glitch, I made another payment of {$1000.00} so that I could use my card. NOPE, USAA is holding that as well. I called on XX/XX/2020 and spoke to someone who was extremely rude telling me that USAA will hold all payments now for 7 days and that I can't use my card until XX/XX/2020. UNACCEPTABLE. When i asked her why, she told me because I was over my limit. I told her that I was waiting on funds from the sale of my house to pay, however I was never late on my payment, and I was only over {$130.00} and that is because USAA posted interest on my account BEFORE the 2 purchase I made, which caused the overage. Furthermore, if USAA was going to " select '' what they posted first, why didn't they decline my transactions? She told me it didn't matter, that both of my payments were going to be held for 7 days. I asked her to reverse the {$1000.00} payment then so I could at least have some money available to me, and she said she could not. I told her on the USAA app it says to call to cancel a pending payment ( I made the payment about an hour before I called ) and she said nope. I asked her to transfer me to someone who could. Nothing. She just said she needed to have someone call me back.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 189XX
Submitted Via: Web
Date Sent: 2020-10-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-07
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Back in XXXX of XXXX, I became the victim of identity theft. Of the many fraudulent activities that occurred with the illegal and improper use of my identity, 2 of my 3 USAA credit cards were compromised and used without my permission or knowledge. Upon learning my cards had been compromised I immediately notified USAA and the USAA CreditCheck & ID Monitoring service for which I paid a monthly fee. A case was opened and at first, it seemed USAA was being only slightly negligent. The credit monitoring service for which I paid actually offered little to no real help. I had to contact the bank directly myself repeatedly as they failed to credit the fraudulent charges back to me repeatedly. Each time their agents opened up a new fraud case for the same incident. It took about 6 months for USAA to finally fix and credit my accounts back for the fraudulent charges. While frustrating at times, I believed the identity theft was behind me. About a year after all investigations and credits to my account connected with the identity theft were finalized and the case was closed, without notice, USAA rebilled me for all the fraudulent charges. The rebilled items were only indicated by a label of security adjustment. Upon contacting USAA regarding these unknown charges, the USAA agent said they must be a fraud and opened a new fraud case. Two days later, in violation of the military lending act, I was restricted from accessing my accounts, online or otherwise. My Debit and Credit cards stopped working and all ACH transactions were returned. As I was set up for USAA paperless billing and online contact, I immediately requested USAA to begin physically mailing all paperwork to me. In further violation of MLA and FCRA laws, USAA failed to provide or make accessible to me any of my account statements, disclosure, or required documents. The only notifications I would receive for the next few years were emails informing me I had a letter waiting for me on USAA.com. However, I was prevented from viewing or accessing said notices by the restriction USAA placed on my online access. In further violation of FCRA, regulation Z, and MLA statutes USAA began and continues to furnish negative information to the Credit Reporting Agencies. The negative information being furnished to several CRAs is a direct result of USAA reversing their final decision a year after previously making a final decision in my favor and crediting my accounts for unauthorized charges reported. I have made repeated disputes with the CRAs regarding this negative data due to identity theft, which USAA has failed to provide any documentation of the results of their investigation or acknowledgment of my dispute. The only letter I received was in response to my complaint to the OCC, in which they state they are unable to hold me accountable a year after finalizing the fraud case. However, they failed to cease reporting the negative information or correct any of their illegal actions. I made hundreds of attempts to contact USAA via phone regarding this over the phone. Each time I was instructed I needed to speak to XXXX. I left over 200 voicemails for XXXX and her manager over the years. I have still yet to receive a single phone call in return. I have also filed numerous CFPB complaints such as but not limited to XXXX XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, and XXXX to figure out what happened. The only response I have received from USAA regarding these issues in writing has been that USAA has decided to no longer pursue business with me but fails to explain as legally required. I worked a lifetime to establish my top tier credit rating and had always paid my bills on time. These massive violations by USAA have had extreme and long-lasting ramifications, barring me from access to any favorable or terms of credit at all. This includes preventing me from refinancing my sole remaining auto loan with another institution, purchasing a home, new vehicle, or opening any subsequent lines of credit with favorable terms. I have requested documentation on my accounts from USAA, especially for my auto loan which remained open. I especially needed the loan docs as USAA failed to provide any origination loan docs, account ledgers, or notice of any fees to negative actions they were, did, and have taken. This is especially crucial as upon freezing my accounts USAA refused to accept payments from external accounts. This prevented me from paying my auto loan and sending it into default and eventual repossession. I never got any notices of any of these actions or notices of fees added. I was simply told they would be credited over the phone for their errors. The only document USAA began to provide was my monthly consumer auto loan statement. This statement, however, fails to comply with the requirements set forth by the MLA and FCBPA. I have never been provided an account ledger for this or any of my accounts, representing a failure of USAA to validate the accounts in dispute they have been reporting negatively to the CRAs. It has come to my attention this type of illegal and predatory lending practices are common at USAA, as have lost several large lawsuits. While the Office of the Comptroller of the Currency lowered USAA Banks overall Community Reinvestment Act performance evaluation rating from satisfactory to needs to improve after uncovering evidence of 600 violations involving customers. Furthermore, The Consumer Protections Bureau found that USAA violated the Electronic Fund Transfer Act and Regulation E by failing to properly honor consumers stop payment requests on preauthorized electronic fund transfers, and by failing to initiate and complete reasonable error resolution investigations. USAA also violated the Consumer Financial Protection Act of 2010 by reopening deposit accounts consumers had previously closed without seeking prior authorization or providing adequate notice. I am just another example of their willful noncompliance with federal, state, and government statutes.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-07
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: My wife and I had a joint checking account with USAA. Both my wife and I applied separately and independently for a USAA credit card. I was denied but my wife was approved and added me after the account was already in place as an authorized user. The bank instead put me down as a joint account holder. In XXXX, USAA closed our joint checking account without notice or explanation after being a customer for over five years. Because of the checking account closure, access to the online portal for the credit card as well as access to the online portal for my truck loan was removed. There was no way to see any information for any of my USAA accounts. As a result, all deposits and automatic payments for my credit card could not process through my checking account. USAA was aware I had no access to any of my accounts. In the meantime, my stimulus check was deposited into USAA and they took money from the check to cover a overdraft and mailed me the remaining balance. Approximately two weeks later, the check was received by me, which I had no way to cash since they closed my account and I had to open a new checking account elsewhere. As a result, USAA reported a missed payment on my credit for the month of XXXX. The missed payment was caused by USAA due to their removing my account access to pay the bill. I still can not access my truck loan online and USAA will not restore access for me to view my loan. Due to no notice from USAA that they intended to close my account and by removing my online access, they effectively caused the missed payment for XXXX and negatively reported it on my credit. There was ample notice and communication with USAA during this time frame and attempts to regain online banking to pay all bills prior to the credit card account ever being late. I promptly paid off the credit card approximately 2 weeks later when I received the close out check sent from USAA from my stimulus payment which was in XXXX and closed the credit card account immediately. Because I was only to be an authorized user, closing the account should have removed the credit card fully from my credit report but, because they listed me as a joint account holder, I now have a closed account with a missed payment for XXXX reporting on my credit. The missed payment for the credit card was a direct result of USAAs action in closing my account and removing all access to their online payments which caused the payment to be late.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32566
Submitted Via: Web
Date Sent: 2020-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-07
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I have resolved an auto loan with USAA for XXXX XXXX XXXX The account had a derogatory status and still shows balance owed USAA have sent me a letter acknowledging that account was resolved and that credit report would be updated to reflect this. At this time, almost 3 months later account remains with derogatory status and showing a balance that has been resolved.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30101
Submitted Via: Web
Date Sent: 2020-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-05
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: i opened a usaa performance first savings account with XXXX dollars onXXXX. on XXXX XXXX dollars was fraud transfered back to my checking account. i did nor authorize this. this special account was supposed to have XXXX fraud protection. that is how usaa advertised this account. the bank refuses to refund my money and will nor respond to the savings account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A