Date Received: 2020-09-30
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: USAA Federal Savings Bank failed to meet their legal obligations pursuant to 15 U.S. Code 1666. ( a ) ( 3 ) ( B ) ( ii ) by failing to send a complete written explanation to the obligor ( XXXX XXXX XXXX ) of the investigation conducted by the creditor. On XXXX XX/XX/2020, a USAA CEO member relations representative stated that only a partial written explanation of the investigation was required and that further investigation details would only be passed via non-written means ( i.e. telephone ) and can not pursue the matter further due to Visa policy. Specifically, USAA has refused to provide a detailed record of the telephone contact attempts ( i.e. a list of call dates and times ) to me during this investigation. Additionally, the USAA CEO member relations representative acknowledged that their credit card dispute representative did refuse to contact me regarding my case but offered no written explanation for this contact refusal. I have over 1 dozen documented attempts to receive a full written explanation of USAAs investigation and transcripts of those attempts are included with this complaint. As USAA failed to comply with this legal provision [ 15 U.S. Code 1666. ( a ) ( 3 ) ( B ) ( ii ) ] and the obligor continues to make substantially the same allegation with respect to the error, the creditor ( USAA ) has further responsibility to continue their investigation to remedy the credit card error regardless of another financial services company 's policy ( i.e. Visa ).
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92508
Submitted Via: Web
Date Sent: 2020-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-28
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: This bank has shut down my account and my childrens accounts beginning the evening of XX/XX/2020 for what they felt was fraudulent activity. I immediately called and informed them that the activity was my own and nothing fraudulent. They claim there was nothing they could do. It is now XX/XX/XXXX and my account is still locked out. I do not have access to any money whatsoever, creating a financial hardship for me. Their advocacy advisor XXXX XXXX does not return my calls. Their XXXX team does not respond. The bank claims there is no way to reach their own fraud department to immediately turn my account back on. This is uncalled for and punitive to treat a customer this way.
Company Response: Company believes complaint is the result of an isolated error
State: MI
Zip: 492XX
Submitted Via: Web
Date Sent: 2020-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-28
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: RE : USAA Federal Savings Bank. On XX/XX/XXXXXXXX I went to check my checking account online to see if a check had cleared. The account was missing. I called the bank and was told the account was closed and a check had been mailed. The only explanation they gave me was that I had left off my birthdate on a document they had requested. There were approximately 12 pages which I had uploaded per their instructions. My copy of the documents requested show the birthdate. My balance at the bank was approximately {$120000.00}. I have not received the check as of XX/XX/XXXX. I have been a member of USAA since XXXX and had insurance with them ever since. I opened a banking account when they started the bank. I don't remember the date. I was never contacted regarding the closing of my account. No phone call, no text message, no email. I have everything on auto-pay, auto deposits. I have already been charged {$15.00} when my auto-pay to XXXX XXXX credit card was returned. My auto-deposit of my Social Security has been returned and can't be changed to a new bank account until the XXXX payment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-26
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I took out a loan from XXXX XXXX XXXX ( a well known lender ) for {$5000.00} to pay unexpected expenses and deposited it to my USAA checking account on XX/XX/20 ; and USAA put it on hold as a Fraud alert the next day causing my account to go into the negative for {$2900.00}. USAA 's executive support team stated after XXXX days of trying to find out what happened that their fraud team stated no reason at all for placing my deposit from XXXX XXXX XXXX on hold for the purposes of fraud. On XX/XX/20 the {$5000.00} balance was made available and I started paying bills. The very next day, they placed my account on a fraud alert and spiraled my account balance into the negative for {$2900.00}. USAA is also currently constantly attempting to charge my USAA credit card for my checking account negative balance that they themselves caused with again, no reason noted in my account according to their staff.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98512
Submitted Via: Web
Date Sent: 2020-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-27
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: to whom it may concern below are a list of accounts that are reporting fraudulently on my credit report 1 ) USAA SAVINGS BANK {$1200.00} XX/XX/XXXX XXXX ) XXXX XXXX XXXX {$570.00} XX/XX/XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-25
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: On XXXX the XXXX @ XXXX XXXX, I received a text notification informing me that there was an addition of a contact to my XXXX. Immediately, in fact so quickly that I suspect that this was all automated, they sent themselves {$1000.00}. I immediately began the process of cancelling XXXX on my account. Then I called the USAA, my bank, and reported the fraudulent charge. They began an investigation the same day ( XXXX XXXX ). I worked with them to secure my account again, and they led me to the fact that they had compromised my email due to the fact that they were allowed access via an emailed code. I never found said email, but did notice that there was suspicious activity on my email. I changed the password, and have not had problems since. Furthermore, I have two factor authentication enabled on my account, but primarily through text. To my knowledge most ways of logging in prompt USAA to send me a text message. I received no texted code from USAA any time near that transaction. I called today and was told by a representative that they had found me liable for the charge. She said the reason was for multiple returned deposits, and frankly that didn't make any sense. I have not had a returned deposit anytime this year. Furthermore, I hardly use XXXX, and have never had a XXXX deposit. I have only ever sent money, a grand total of 2 times. One was a year ago, and the other was a transfer the week before for {$45.00}. Either way, what do returned deposits have to do with a fraudulent XXXX transfer out of the account for XXXX. I asked her to clarify, she put me on hold, and seemed to end the call. I called again and spoke to a more knowledgeable representative. She told me that the investigation showed as finished, but there was no liability determination made just yet. She asked me to call back on Monday, and was generally more helpful. I looked at similar cases of this happening to others, and there seems to be a trend of banks finding the victims liable. I also read that XXXX is covered by regulation e protections from other victims.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78258
Submitted Via: Web
Date Sent: 2020-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-25
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: USAA SVG BK XXXX this account doesn't belong to me. FRAUD. XXXX XXXX XXXX It's fraud account, should be removed from my report immediately.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60612
Submitted Via: Web
Date Sent: 2020-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-24
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: I entered into an agreement in XXXX of XXXX with XXXX XXXX who was managing a debt owned by USAA. At that time I owed USAA for two repossessed vehicles. One vehicle was a XXXX XXXX XXXX and the other was a XXXX XXXX XXXX. Although both cars were under repossession, only the XXXX XXXX was ever physically taken. When XXXX contacted me, we entered into an agreement to pay off the one car that was physically still in my possession, the XXXX XXXX. I made it clear to the XXXX agent that I wanted to pay off the XXXX XXXX. At that time she sent over an agreement with only an account number and reassured me that this was for the XXXX XXXX only. I spoke to the XXXX agent on multiple occasions about the XXXX I was paying off and was never once informed that I was not paying off the XXXX. In XXXX of XXXX I completed our payment arrangement and contacted XXXX. They informed me I was done paying, and I could reach out to USAA to ask for the car title to the XXXX. When I contacted USAA they informed me that the XXXX XXXX was now paid off, but no payments had been made on the XXXX XXXX. I never agreed to pay the XXXX XXXX account at that time and only discussed the XXXX XXXX with XXXX XXXX. Since XX/XX/XXXX I have been reaching out to XXXX and USAA and have still received no resolution.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DE
Zip: 19904
Submitted Via: Web
Date Sent: 2020-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-23
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I, XXXX XXXX XXXX has been a USAA insurance and credit card customer for well over 20 years. For the first time ever when making a {$10000.00} payment on XX/XX/2020, USAA collected the payment from XXXX XXXX XXXX XXXX, but is refusing to apply the payment until XX/XX/2020. There is no reason given for this practice either. The only suggestion by USAA possibly offered is it's a new policy for large deposits to be triggered for possible money laundering. They even went so far as to suggest the institution in which the money came from was not recognized. It's been our bank for over 14 years and it's affiliated with XXXX XXXX where I'm a car designer. My concerns are they are collecting our and other peoples money for credit card payments and not applying it while at the same time charging us interest on that money we've paid back already, plus they are earning interest on the money going into their bank account. In addition, they are saying we are over drawn yet our limit advertised by them online is {$22000.00} and our balance is under {$15000.00} even without the {$10000.00} applied. In one area it's states {$22000.00} is our credit limit ; yet in another it says we are {$4600.00} and something overdrawn. We have called them twice about this. They seem just as confused as we are. Today at XXXX pacific time on a recorded call for 47 minutes I gave them permission to work this out with my wife, XXXX XXXX, joint account holder. They eventually hung-up. She was not rude or anything like that either. Please investigate. XXXX XXXX and XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90275
Submitted Via: Web
Date Sent: 2020-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-23
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: I have attempted multiple times to dispute a fraudulent unsecured loan/account, in the reported amount of {$6500.00} ( please be advised that the reported amount may change or vary from creditor ). I am the victim of identity theft and did not make this charge from USAA Federal Savings. I have requested that the charge be corrected and removed from my file, and blocked in its entirety from being reported on my credit file, following consumer rights from The Fair Credit Reporting Act ( FCRA ) and in conjunction with providing a valid copy of my FTC Identity Theft Report and Police Report. In the month of XX/XX/2019, a debit/bank account was opened with USAA followed by an unsecured loan that was taken out using my information. I had no prior accounts with USAA. I was not made aware of this action until XX/XX/2019 when I reviewed my credit report. Immediately I contacted USAA, in order to dispute this action. USAA did not notify me of the account via email or telephone. There was no way for me to know about this account unless I reviewed my credit report. At the time of the loan being taken out, address information was not correct that was on file with USAA. I updated address information with the post office immediately after moving so any information should have been forwarded. Im unsure if USAA even mailed anything out pertaining to the account being opened. After the incident, I notified the major credit bureaus, in order to place fraud alerts and credit freezes on my report, as well as contacted the FTC to report the identity theft. Following this, I contacted the police department to file a police report of the incident. I provided USAA with a copy of the FTC Identity Theft Report and the Police Report supporting my position and asked them to Please investigate this matter and correct the fraudulent charge as soon as possible. I have sent our various documentation and statements regarding this fraudulent charge, as well as disputes made and requested a response from USAA in writing, but they have failed to contact me. It has been over a year and USAA continues to report the fraudulent account to the major credit agencies and refuses acknowledge the account as fraud, despite the multiple disputes from myself and the credit agencies, as well as the valid documentation provided. I have been contacted by three different collection agencies regarding paying this loan and each time I provide a copy of my police report. A detective working on my case has also reach out to USAA, who have been difficult in communicating with.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21043
Submitted Via: Web
Date Sent: 2020-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A