Date Received: 2020-10-05
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Back in XXXX usaa had informed me that they had given my loan to a different company, this was done without my consent. In mid XXXX usaa sent me a demand letter wanting over {$4200.00} or they would repossess my vehicle. They were trying to tell me how this was a good thing and theyd wipe all bad reporting on my credit report if I paid them. I called to pay and usaa was now demanding {$4900.00}, usaa was not flexible with the amount. I paid and USAA has yet to fix any credit errors. Usaa has been nothing short of deceitful, your agency has fined them and you need to look into them again. They prey on and hurt veterans. They make unreasonable demands and dont hold their end up.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 020XX
Submitted Via: Web
Date Sent: 2020-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-05
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Opened my account with USAA whove Ive banked with for 6 years and have been using my hometown bank so I just opened a new checking and savings account and transferred just under 4 thousand dollars from my checking and savings account with XXXX XXXX to USAA and they said they would place a hold on the funds until XX/XX/XXXX and then extended the hold to XX/XX/XXXX leaving me with absolutely no money. My own money
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 898XX
Submitted Via: Web
Date Sent: 2020-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-04
Issue: Problem when making payments
Subissue: You never received your bill or did not know a payment was due
Consumer Complaint: 809. Validation of debts, USAA violated 809. Validation of debts by failing to provide a notice of debt in a timely manner prior to the closing of the card. By self admission, USAA failed to notify this complainant within the required five days after the initial communication with a consumer in connection with the collection of the debt. The debt collector has the obligation to send the consumer a written notice containing the amount of the debt ; a statement that unless the consumer, within thirty days after receipt of the notice, disputes the validity of the debt, or any portion thereof, the debt will be assumed to be valid by the debt collector ; a statement that if the consumer notifies the debt collector in writing within the thirty-day period that the debt, or any portion thereof, is disputed, the debt collector will obtain verification of the debt or a copy of a judgment against the consumer and a copy of such. This claim is substantiated by USAA in CFPB complaint # XXXX by USAA with their following statement : " On XX/XX/XXXX, the credit card was re-opened as an exception. On XX/XX/XXXX, the MasterCard charged off with a balance of {$2700.00}. XXXX XXXX, thank you for speaking with XXXX XXXX, of our staff, who advised you that USAA accurately accepted the notarized POA form on XX/XX/XXXX. Furthermore, it was accurately revoked on XX/XX/XXXX. '' USAA failed to provide the appropriate timeline required to inform this cardholder with the account debt nor provided any time for this cardholder adequate notification of any opportunity to remedy the debt, by the omission of the process USAA is required to communicate with any cardholder.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-04
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: USAA has not taken action regarding a letter I sent them on XX/XX/2020. I have not gotten any confirmation from them regarding the matter and I am concerned. This matter is causing me a lot of stress sand XXXX. I don't know why I must spend so much time trying to fix the mistakes by USAA regarding this autoloan.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93035
Submitted Via: Web
Date Sent: 2020-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-04
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: USAA has not taken action regarding a letter I sent them on XX/XX/2020. I have not gotten any confirmation from them regarding the matter and I am concerned. This matter is causing me a lot of stress sand XXXX. I don't know why I must spend so much time trying to fix the mistakes by USAA regarding this autoloan.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93035
Submitted Via: Web
Date Sent: 2020-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-02
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: USAA has not reported a paid balance on our credit card. Credit bureaus are reporting the card as maxed out and the card was paid off. I requested the update be reported to all three credit bureaus immediately and USAA refuses to update our account with the credit bureaus. In addition there are still minimal balances left to pay on the credit cards ( {$11.00} on one and {$18.00} on the other for a total of {$29.00} ). These balances were added after being advised to pay the current balance due to pay off the cards. We paid them, USAA still wants another {$29.00}.
Company Response:
State: CA
Zip: 91803
Submitted Via: Web
Date Sent: 2020-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-01
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: Automated " KYC '' Account Closure - no final warning given during pandemic while working out of State as an essential worker for Critical Infrastructure experiencing logistical issues due to quarantine, shutdowns, regulatory closures, supply chain issues, increased hold times, protests and other substantial factors. Two accounts affected within USAA were a checking account, and a USAA branded XXXX Credit Card with a XXXX limit. Payment history is impeccable. Balance owed is XXXX and credit to debt ratio will be severely impacted by this adverse action taken by the automated closure process. I am anticipating an increase from 53 % CDU to 82 % CDU being reported - and a potential damage to my financial reputation and credit worthiness / risk category that can and has been leveraged by this very institution to justify rate increases on all banking products as well as insurance via the complex sharing of consumer financials via XXXX XXXX, 3 Bureaus and XXXX/XXXX XXXX XXXX. With several attempts made to reinstate and reconcile the account, the over-reliance of automated banking measures haven't made any allowances for these scenarios during COVID-19, and " the bank '' states numerously via various posturing mechanisms after reinforcing it's own protective narrative that they have made several attempts. They have 7 mechanisms for communication including text banking, in app notifications, phone calls, emails direct, emails indirect via secure messaging, in app chat notifications, and written correspondence. They alleged that they sent an email, and with an inbox flooded with marketing blasts, junk, and other bulk data, 42,500 emails were to be sorted while looking for equipment to return home from out of state during the pandemic ( Shortage of XXXX trailers and equipment, etc ). The bank has convieniently scripted a rebuttal for any potential grievance a customer may have for the ambiguous interpretation of the Patriot Act - now rebranded as the " Know your customer '' ( KYC Closures ) ''. While the banks are anticipating a repeat of 2008, they are positioning themselves to waive late fees and leverage people into higher interest categories by either reducing limits, driving up CDU % - or closing accounts entirely that do not meet certain desirable criteria. Investors have made a stand against the members of the institution, and a mechanism for account restoration needs to be implemented along with a final warning that will set off all available means of communication with the customer - with an account expiration date, and extenuating circumstance allowances made for people being impacted by the pandemic. I hope that USAA will start to see the impact that their over-reliance on automation is having on the customers as they close long term members.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 86301
Submitted Via: Web
Date Sent: 2020-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-01
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: ongoing issues with USAA regarding debit card disputes with merchants. USAA does not have a way for the customer to speak with anyone in the department that investigates and makes a decision about the dispute. USAA also does not have a way a customer can send additional information directly to that department. You can only upload a document on the " upload document '' feature on usaa.com and it does not allow you provide a description of what's being uploaded. you can only select what department it should go to, i.e. insurance, banking, loans, etc. i select banking. i had two disputes denied recently by USAA for merchandise i ordered in XX/XX/2020 and had not received when I filed the disputes in XX/XX/2020 over 90 days after the merchandise should have been received. I was notified there was usps tracking info that shows an item was delivered to my address, I told usaa it was never received. I was actually hospitalized on these dates of delivery and my postal carrier routinely does not deliver my mail or delivers to the wrong house. I never received the merchandise and USAA still denied my claim and removed the temporary credit. USAA acts as though they look for a reason to deny instead of even calling a customer to get clarification before doing so. i now have a new dispute that I filed on XXXX for XXXX and uploaded documents to usaa from the merchant that said the order could not be completed, the email from the merchant and my payment email from the merchant. seems simple, last night i get an email XXXX that they need more information, information ive already provided, information in the documents i uploaded that obviously no one bothered to look at. Again their practice is to find a way to deny disputes, i uploaded the same documents again. this seems to be a practice of USAA and if it's happening to me, its happening to other customers as well. XXXX for XXXX is still owed to me for merchandise not received for a dispute I filed in XX/XX/2020 that USAA denied. XXXX for a XXXX transactions that was done when my account was hacked by someone, login info changed and money sent to XXXX. that I did not do. This was FRAUD I've complained to USAA repeatedly about their inefficient dispute practices and nothing has changed. It's also their policy that you do not have to contact the merchant before filing a dispute but they use that as a reason to deny a dispute.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-10-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-01
Issue: Wrong amount charged or received
Subissue:
Consumer Complaint: XXXX XXXX XXXX sent escrow to USAA my XX/XX/2020. They insist USAA accepted transfer of funds. USAA insists they never received the funds. They asked for date time of transfer. I called XXXX XXXX and asked. I called back USAA to notify them of ate and time. USAA still says they never received the money. It has been deducted from my escrow. USAA refused to allow me to talk with a supervisor. Told they could not find the missing funds. Asked for a deep review and this was not granted. Was told supervisors are unavailable during COVID. Called XXXX 4 times and USAA 4 times with no resolution. Asked that XXXX and USAA speak together. XXXX attempted and USAA refused. Missing funds amounts to over {$1300.00}
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 46953
Submitted Via: Web
Date Sent: 2020-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-30
Issue: Took or threatened to take negative or legal action
Subissue: Seized or attempted to seize your property
Consumer Complaint: Mr. XXXX XXXX XXXX XXXX XXXX XXXX Veteran with stage XXXX XXXX XXXX submits another complaint against USAA Savings Bank and USAA Auto Insurance! I've submitted this complaint before but tired of getting harrassed due to collection accounts which I have never agreed. Again the XXXX XXXX XXXX was totaled in an accident and USAA did not follow the law correctly regarding this Vehicle. Customer received total loss letter XXXX and XX/XX/XXXX and after Customer sent Title back, USAA tried to fix the Vehicle spending over $ XXXX on a Vehicle worth around $ XXXX $ XXXX. Vehicle was over 90 % damaged and USAA stated it was totaled on the phone and by letter ( I have the voice mail stating vehicle was totaled ). USAA tried to fix Vehicle and than repro it and sent the Customer the bill for XXXX with no Vehicle? How could they fix the Vehicle, total it, repro it and then tell the Customer we owe them and still don't have a Vehicle. How did they get away with this and still today get to put false information on my credit report? I don't owe them for any Vehicle loans because car was totaled and the correct information is not listed on the Credit Report. Balance is wrong because it should be {$0.00} and paid in full or remove because the Vehicle was totaled and USAA knows this to be a true and accurate statement. Where's the proof that I owe them for a totaled vehicle when I received the total loss letter and refused to fix the car with the Garage USAA had the Vehicle delivered at to be fixed! Account # XXXX Balance : {$10000.00} as of XX/XX/XXXX. USAA is also reporting a Vehicle on my credit report in which I never received any notice of repro until they picked up the vehicle at our Daughters home in XXXX, FL. I live in XXXX FL 6 hours away and was on vacation in the XXXX when the vehicle was repro. I sent USAA several letters regarding this matter as well as the other XXXX XXXX ; this is for the XXXX XXXX XXXX. USAA still updated my Credit Report to show repro and charge off even after I informed this is not my Debt and I will not agree or pay any collection accounts especially when I was out of the country! Now USAA has tried to change the balance owed to $ XXXX which I do not agree with and informed XXXX and other Credit Agencies regarding these accounts with USAA. Note : In XXXX we were working with XXXX XXXX XXXX XXXX and informed USAA in which we've been Customers over 20 years! I was never late paying my debts before getting sicker and needing more medical treatments. I informed USAA of this but they had no compassion for me and just reported incomplete information. USAA never tried to work with me but against me ; especially during the XXXX XXXX accident which almost took my Spouse life. So account # XXXX XXXX XXXX XXXX with {$11000.00} is not correct and if USAA updated again to $ XXXX that means they never knew the correct balance and I'm not accepting any additional amount to be added to a collections account I never agreed with not got any notices for since I was overseas! When I did get a notice I answered right away and disputed any collections or any balance owed! The USAA Credit Card in the amount of {$2300.00} on my Credit Report is not correct. We sent USAA a letter from us and XXXX XXXX XXXX stating our financial hardships and to negotigate with XXXX to pay off Credit Card! As far as I'm concerned this debt was paid by XXXX and if it was not paid ; I do not agree to any collections and the balance is {$0.00}. Remove Acct # XXXX reported XX/XX/XXXX balance : {$2300.00} not correct was under XXXX XXXX XXXX and should no longer be reported. Date opened XX/XX/XXXX and first reported XX/XX/XXXX and should be removed ( harrassment )!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32536
Submitted Via: Web
Date Sent: 2020-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A