Date Received: 2020-09-23
Issue: Problem caused by your funds being low
Subissue: Late or other fees
Consumer Complaint: Filed a claim for {$50.00} on XX/XX/XXXX. Usaa deemed me a liar and reversed my {$50.00} credit for receiving a product that I did not order. Received wrong product, merchant unhelpful and now bank is being unhelpful! Been fighting tooth and nail to try to clear up my name and get back my money but they have been stonewalling every attempt I make to get my money back. Called numerous time and all I get are rude disrespectful and unprofessional people who like to mis treat XXXX veterans With XXXX sur names and violate the Americans with XXXX XXXX! Very unhelpful people at USAA, only care about their bottom line
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90660
Submitted Via: Web
Date Sent: 2020-09-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-23
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: USAA uses creative accounting to maximize collection of NSF fees. USAA ALWAYS debits your account and gives debits priority over credits or deposits. If an account holder deposits money to cover a check written on the same day, USAA will hold the deposit as long as possible but submit a check as quickly as possible. Automatic deposits as well are never credited before XXXX whereas debits are removed from the account continually after midnight again maximizing USAA 's opportunities to circumvent the law and collect as many NSF fees as possible. In another troubling development, USAA in my case during the past week changed a credit card charge to what they refer to as an ACH in order to collect not one but two NSF fees on my account. It is troubling to me that USAA is taking credit card and or debit card transactions and reclassifying them as check transactions in order to collect NSF fees. This practice is especially troubling in light of the COVID taxpayer money USAA is receiving from the Federal Government via taxpayers in a Federal attempt to minimize or prevent predatory practices such as this. I have asked USAA to credit my account {$58.00} for the illegal charges they have imposed on me, and they flatly refused.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 766XX
Submitted Via: Web
Date Sent: 2020-09-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-22
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: I was a victim of investment fraud/scam. The company is called XXXX XXXX ( XXXX ). I initially invested XXXX into the company. After some time and watching my eoptions account increase they said it was time to pay me my profit. They asked for my bank account info for the transfer. They then wanted to connect to my account with a XXXX XXXX account to make transfers easier. What they did was provide me with XXXX a day to my account and then wanted me to use that to buy bitcoin with since it was profit and send it to them and by doing this I would receive more of a return on my investment. A total of XXXX was sent to me. I used that to buy bitcoin with as directed by the company. And after it was all spent the XXXX XXXX company account then pulled the XXXX back out of my account putting my account into negative. The company tried calling it a mistake and they would fix it and they have not fixed it for over a week. I have reported this to the local police, FBI, IC3, and now here.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NM
Zip: 88012
Submitted Via: Web
Date Sent: 2020-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-21
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: credit cards keep reducing my limit after I pay a significant amount so that I wont be near the balance and i end up getting reported multiple times for being near or less than {$50.00} over my limit with no phone call, email or notification whatsoever.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33755
Submitted Via: Web
Date Sent: 2020-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-20
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 used my USAA Visa to secure a rental slingshot shortly after Covid19 restrictions began to lift. The transaction date was XX/XX/20 for {$270.00}. The originally scheduled rental/pickup date was XX/XX/20. Due to the heavy downpours I contacted the company spoke with the XXXX who I recently came to find out was the owner XXXX XXXX and he agreed to reschedule the rental for XX/XX/20. I received 3 calls from XXXX one of which was to apologize because he could not go through with the rental due to mechanical issues and he would issue the full refund. After receiving my credit card statement on XX/XX/20 I immediately contacted the business and was advised the charge was reversed on XX/XX/20 when he called me to cancel. Within 5 minutes of that call I contacted USAA to file the dispute. When I attempted to logon to the website and download their terms and conditions for USAA it was inaccessible and still is. They shut down completely. The phone number is disconnected. I thought I would be protected against something such as this which was the reason for using the USAA card. USAA in their first letter dated XX/XX/2020 advised We may also contact the merchant for information related to this transaction which I am not sure if that was done or not. If so I never received a copy of the merchants response. USAA in their second letter dated XX/XX/2020 requested A detailed letter explaining the dispute and A copy of the Credit Transaction Receipt. I immediately provided my detailed letter and a copy of the emailed receipt because the reservation was done online. The receipt does not indicate any language regarding rescheduling and/or cancellation. USAA in their third letter dated XX/XX/2020 denied the dispute and stated A review of our records indicates that the requested information necessary to continue our investigation into the disputed transaction was deemed insufficient. Based on existing information in our record, there is insufficient evidence to support your claim. As stated the transaction was conducted online. The company called me and cancelled and then closed up. All I had from them was the emailed receipt. What is USAA expecting me to produce? They do not have my signature because I never picked up the rental. I am a consumer who made a legitimate purchase with a company that was active and closed down without providing the service I paid for.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 10453
Submitted Via: Web
Date Sent: 2020-09-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-19
Issue: Other features, terms, or problems
Subissue: Problem with balance transfer
Consumer Complaint: USSA Insurance VISA Signature Credit Card. I made 2 balance transfers on this card and paid the 3 % fee on both. Each balance offer was offered to me at different times and interest free time was different for both My XX/XX/XXXX statement shows the current balances as follows for these transfers 1. {$6800.00} no interest to XX/XX/XXXX 2. {$10000.00} no interest to XXXX/XXXX/XXXX In XX/XX/XXXX I called customer service to ask what I would need to pay off the first transfer. This rep said that the first one needed to be paid off by XX/XX/XXXX When I called today ( XXXX/XXXX/XXXX ) to obtain the current balance I needed pay by XX/XX/XXXX for the first balance transfer I was told I had been charged {$74.00} interest as that balance transfer was actually due on XXXX/XXXX/XXXX, not XX/XX/XXXX. She then looked up the call historyand verified that this is what the first rep told me but unfortunately that was incorrect. She then proceeded to tell that I could NOT pay just the first balance transfer. But that I had to pay off BOTH balance transfers ( even the second one with 0 % interest for about was in effect until XX/XX/XXXX ) if wanted to avoid interest on the second one. I have not made any purchases using this credit card, only have the 2 balance transfers on it and I have paid more than the minimum payments due every month I asked to speak to a supervisor and was basically told what she was telling me was correct. She referred me to my last statement that said We will not charge you any further interest on your purchase balance on this statement if you pay your entire balance by the payment due date by XX/XX/XXXX I said that this statement refers to purchases not balance transfers. The rep then said that it was in the disclosures information. I asked her at least 3 times to send me these disclosures so I could see where it referred to how more than one balance transfer on different due dates was handled. Each time she just referred me back to the sentence on the statement that seems to apply to purchases not balance transfers. She apparently did not want to ( or is not allowed to ) send them. When I repeatedly told her I wanted to see these disclosures, rather than saying she could not send them, she responded by saying had I called her to make the transfers ( rather than doing it online ) that she would have explained the situation to me before I made the second balance transfer. She found my call record on XXXX and said that that rep would be retrained on this issue because the first rep had given me misinformation. Well, that does not help me I have been a USSA customer for at least 35 years with auto insurance as well as credit cards ( as have several family members ) and I believed That it was an honest company helping out military families They shouldn't be offering or allowing balance transfer to a person who already has a balance offer on the same credit card, if this is how it will be treated I question if they cant or wont send me the disclosure statements that refer to more than one balance of get on a card because this situation is NOT in the disclosures, and they dont want me to know that I feel like they scammed me or tricked me In search of more revenue for their insurance company. Im extremely disappointed that this practice works to cheat military families
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 48864
Submitted Via: Web
Date Sent: 2020-09-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XX/XX/2020 I pay my mortgage through USAA ( serviced by Nation Star or " XXXX XXXX '' ) the same, exact way I always have in the past. At XXXX XXXX ( Mountain time for all times hereafter ) I receive an email stating that " Your payment has been received '' ( see attachments ). There is even a confirmation number, which I assume means that they have confirmed my payment. XXXX XX/XX/2020 I receive a second email stating that " We've received your payment '' ( see attachments ). This is normal, I always receive emails stating that the payment has been received. XXXX XX/XX/2020 at XXXX XXXX I receive a phone call from XXXX and they inform me that I am late on my mortgage payment and ask if I would like to resolve it. Assuming its a scam, I hang up and immediately check my bank account to see if my payment was applied. I see that the money was never taken out of my account. I then go call the phone number attached to the emails stating that they received my payment. A woman ( didn't get her name, sorry ) states that they've never received the payment and that I owe {$47.00} in late fees and {$25.00} for a non-sufficient fund ( NSF ) charge. I tell her that I need those charges reversed because the mortgage company confirmed on their end TWICE that they received my payment. She refuses. After some arguing, she says she will submit a waiver to waive the late fee, but that there is nothing she can do about the NSF charge because that was levied against the account by XXXX XXXX XXXX. I end the phone call. XXXX XX/XX/2020 at XXXX XXXX I call XXXX XXXX XXXX XXXX and ask about the {$25.00} fee. They claim that they did not and would not levy a fee against another bank ( USAA/XXXX XXXX ) only that they would levy it against ME on my XXXX account if there was a charge that I lacked funds for. I confirmed with the teller that I did indeed have the required funds for the charge made, but due to some system error the charge never went through, and I was never informed about it because something about the account didn't exist. The teller reaffirmed that the {$25.00} charge had to be through XXXX XXXX or USAA and not through them. XXXX XX/XX/2020 XXXX XXXX I call back XXXX XXXX and get a new person, XXXX XXXX, to assist me once again. She confirms for me that the {$25.00} was indeed levied against me by the mortgage company ( or USAA, I'm not really sure ) and not from XXXX XXXX. I asked her why NO ONE told me that my account was late. No email, no mail, no phone call, until ONE DAY AFTER the account is late. The phone call came CONVENIENTLY on the XXXX, when the account was late on the XXXX. They could have informed me DAYS before this happened that my account was in danger of being late and being charged a fee. Also, despite this, I have TWO emails telling me that my account has been paid. A normal consumer, after being told TWICE that your account has been paid, would assume its paid. I also tell her that its not my fault that they didn't receive funds due to either them or USAA not knowing how to properly draw money out of my account WHICH I HAVE USED SUCCESSFULLY IN THE PAST in order to pay my bills. I used this account exactly how I've always used it. They tried to put the blame on me but it is NOT my fault. She at least apologized to me ( which I take as assuming fault in the situation ) and said she will make sure the late fee waiver request goes through but that there is nothing she can do about the {$25.00} NSF fee. I ask to speak with her supervisor and she says that her supervisor, XXXX XXXX, was about to go to a meeting with USAA ( how convenient, right? ) and was unable to speak with me. I told her that I would be bringing this up with the CFPB and will not drop it. XXXX let me know that there was no longer anything she could do for me but I was welcome to speak with their Executive Resolution Manager. I get transferred to the Executive Resolution Manager, only identified as XXXX XXXX, and explain to her what is going on. She tells me that she thinks the late fee will be waived, but as of yet it has not ( I know it has only been hours but I don't trust these institutions ). She continues to tell me that because the information was " incorrect '' for the bank account that its not their fault and they wont be dropping the NSF fee. I object, and tell her it is their fault because I have used this as payment IN THE PAST with 0 issue. I ask her why her institution would send me two whole emails stating that my account has been paid when it hasn't. She says that those emails don't actually mean the account is paid. I tell her that is shady and deceptive. This is just a way to milk {$25.00} out of people. She says I should have been informed that the payment was never received, and I told her i was, conveniently the day after it became a late fee. She said that they were probably busy or didn't have time to let me know the exact day that funds were never actually paid. I don't find her response amicable and continue to press that this is their fault and they are being shady by not telling me that funds were never received. She said she can try and get USAA to drop the NSF fee, but she doesn't think it will because its my fault ( of course ). To wrap it up, XXXX XXXX LIES every time they send out emails saying payment is received. Then they purposely don't inform the consumer that a payment is late until the day after so they can collect on exorbitant fees and make even more money.
Company Response:
State: NM
Zip: 88101
Submitted Via: Web
Date Sent: 2020-09-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-19
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: USAA credit card company closed our credit card in XXXX of XXXX because of delinquency. I have my XX/XX/XXXX USAA credit card statement showing an active account but includes a past due amount and the statement " Our records indicate your account is past due. Please send the minimum amount due today! '' On XX/XX/XXXX, I received a letter from USAA with the Reference : Credit Card Account Closing '' I have my XX/XX/XXXX USAA credit card statement confirms my account is closed with the statement, " Your account is currently closed. '' After USAA closed my account, I paid USAA when I could but not consistently. After some years, the account was sold to a collection agency. The collection agency " re-aged '' the debt reporting the delinquency to reflect the date they acquired the debt. Per the FCRA, this item should have been removed from my credit report as of XX/XX/XXXX. It was not. I wrote USAA. I called USAA and the Collection Agency who continue to finger point and send me to the other. I supplied my statements to the credit bureaus. I hired credit repair companies to address this. Still, this persists. You can see on my credit bureaus how many times I have tried to dispute this. Since we lost our jobs in XXXX, we have worked diligently to recover and repair our credit. We continue to pay this debt every month with a full understanding we owe the debt. But USAA and the 3 credit bureaus are conflating debt owed with reporting laws. We want to refinance our house. We want to buy a smaller house for retirement while interest rates are so low. We are running out of time. This is severely knee capping our effort to secure our finances for retirement. Between credit card companies and the credit bureaus, we can not move forward. This is illegal and unjust.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60614
Submitted Via: Web
Date Sent: 2020-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-18
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I was a cosigner on my step-daughters car with USAA. USAA said their policy was to contact cosigners if the borrower was not making timely payments. Weeks after my step-daughter had 'promised to pay ' USAA XXXX they sent me a letter saying the payment was not made and it had been reported to credit agencies. I called them, and they said, it was too late to fix it - the borrower ( my step daughter ) did not pay and she continued to promise to pay. I inquired to their policy of contacting the cosigner to make a payment before it was reported to the credit agencies - they said it was an oversight because the borrowed continued to promise to pay when they spoke to her. I was never notified to rectify the issue. I know this is their policy and they have stated this is their policy, it had happened once before and they did let me know before it was too late. This time they failed to inform me until after it was too late, they never called or contacted me via email or phone or text or other means to pay the payment before submitted the late to the credit agencies. They said it was too late for them to fix it, and if it did indeed end up on my credit, to file a dispute. I filed a dispute when XXXX and they returned the dispute that the creditor said the file was accurate. We ended up paying off the loan in full, so the loan is now closed and no longer outstanding with USAA. But it has effected my credit as a 30 day late and I am fairly livid that USAA could not fix it, did not follow their protocol for cosigners and have now reported my dispute was inaccurate.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60098
Submitted Via: Web
Date Sent: 2020-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-17
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I was advised to send this message to you to open a formal complaint concerning violations of VA policies governing the VA loan program by VA venders. I have a VA loan certificate of eligibility. I own a single family dwelling located in XXXX XXXX XXXX CA. I currently hold a 40 year fix conventional mortgage at 4.125 %. I began three weeks ago contacting major VA venders such as XXXX XXXX the current holder of the 40 year fix, XXXX XXXX, and USAA, to refinance the 40 year fix into a VA 15 year fix or 30 years fix I filled out an application with USSA and provided them with my personal information including my social security number. I received a call from USAA stating they where not refinancing veterans conventional loans to a VA guarantee loans. USAA stated they were only refinancing VA loans for veterans who have a VA guarantee loan or veterans who are purchasing for the first time. USAA is currently in violation of the TILA-RRSP because USAA received all 6 pieces of information from the application. USAA representative who identified himself as XXXX / XXXX, stated the VA authorized the Venders to put a moratorium on veterans who were trying to refinance from a conventional loan into a VA guarantee loan USAA may also be in violation because I filed out an application relinquishing my SS number. I received respectively a XXXX, XXXX, XXXX, credit score. My address is XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX. My loan balance is {$470.00}, XXXX, and the value of my home is estimate to be over XXXX XXXX. I contacted the Department of veterans Affairs Loan department in XXXX and spoke with a VA Loan officer. The Loan officer stated the USAA was in violation of VA policies and that their action could violate their VA venders status. She suggested I contact USAA and conduct a three way conversation with the VA to resolve the issue. I contacted USAA today and spoke to XXXX XXXX # XXXX she stated her company was investigating my complaint but refused to conduct a conference call or go on the record. I was instructed to send this e-mail explaining my experience and as of this e-mail I can not find a VA vender to refi my loan following VA policies.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90274
Submitted Via: Web
Date Sent: 2020-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A