Date Received: 2020-08-23
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: I am a victim of identity theft. Due to the Corona Virus Pandemic, we are all facing which has me sitting still at home and I saw the recent news about the multiple XXXX Data breaches. I decided to look at my credit reports from the 3 major credit bureaus and found that someone had used my Identity. I have no idea how the theft took place. I also have no knowledge of any suspects. I did not receive any money, goods, or services as a result of identity theft. I contacted the Credit Bureau and told me to file an Identity Theft Report which I am doing. I appreciate your effort in getting this matter resolved. Thank you. Please let me know if you need any other information from me to block this information from my credit report. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92404
Submitted Via: Web
Date Sent: 2020-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-22
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: I am a victim of identity theft. Due to the Corona Virus Pandemic, we are all facing which has me sitting still at home and I saw the recent news about the multiple XXXX Data breaches. I decided to look at my credit reports from the 3 major credit bureaus and found that someone had used my Identity. I have no idea how the theft took place. I also have no knowledge of any suspects. I did not receive any money, goods, or services as a result of identity theft. I contacted the Credit Bureau and told me to file an Identity Theft Report which I am doing. I appreciate your effort in getting this matter resolved. Thank you. Please let me know if you need any other information from me to block this information from my credit report. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-21
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: So this merchant (XXXX ) on XXXX was offering to sell XXXX products at a very reduced price ( 50 % off ). After asking him about it, he told me he would sell me the method on how he did it. After purchasing, I saw that this guy had been using illegal methods to get his customers cheap products from XXXX. It involves ordering a product to a clients address, filing a return and shipping back something else in place of the ordered product. This is mail fraud and I wanted a refund for both of my transactions, however only 1 has been refunded. This guy has been using this to make thousands of dollars, as seen in the attached pictures. The method is also linked below. My dispute was closed without notice. I was told that the dispute would be resubmitted but that never happened. If there is no reimbursement given, this company is siding with the scammer.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 207XX
Submitted Via: Web
Date Sent: 2020-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-20
Issue: Took or threatened to take negative or legal action
Subissue: Threatened or suggested your credit would be damaged
Consumer Complaint: 1. USAA has failed to comply with the Fair Debt Collection Act by reporting to the XXXX XXXX XXXX a disputed debt. 2. Our actions were in compliance with the statute, and USAAs actions were not ( such actions are given in detail below ). 3. W was a victim of a mobile banking scam that resulted in a loss of {$2000.00} via the mobile application XXXX, which he reported timely ( with in 24 hours ) to USAA. 4. USAA determined the XXXX was liable for the fraud since his credentials had been breached by his failure to protect them according to the deposit agreement. 5. Currently, we are not contesting the fraudfinding but ( 1 ) USAAs failure to timely respond to ourrequest for information regarding thefraud teams findings ; ( 2 ) USAAs failure to recognize our rights to dispute the debt based on their failure to justify their fraud findings ; ( 3 ) and publishing/slander while a debt remained disputed. 6. USAAs automatic reporting to the XXXX XXXX XXXX failed to acknowledge our written notice of dispute of debt made within 30 days of USAAs notification debt/overdrawn and fraud findings. Pursuant to the Fair Debt Collection statute our written notice should have stopped USAAs automatic and internal policy to publish any disputed debt. USAA violated that statute by publishing the disputed claim to a third party, and we are asking USAA to correct this slander. 7. On XX/XX/XXXX, we received written notice from USAA ( Dated XX/XX/XXXX ) that it had determined our fraud claim in its favor and that the account was overdrawn by {$1900.00}. 8. On that same morning ( XX/XX/XXXX ), we immediately contacted USAA by phone requesting the information or documents used in making determination which the notice said we were entitled to request. 9. We were told by USAA we would receive these within 5-7 business days. ( To date we have yet to receive any documents and we only received pertinent information on or about XX/XX/XXXXsee telephone call with XXXX detailed herein ). 10. During the above mentioned phone calls ( we were disconnect at least twice by USAA employees ), we gave notice that we disagreed with the fraud determination that the employees represented was based upon the fact simply there was deposit of a check made out to XXXX XXXX and a mobile transaction. There was no explanation or information given to us, only conclusory statements of facts of which we were already aware. 11. We expressed the need to have IP address and location of said mobile transactions, and, were eventually transferred to XXXX in the CEOs office and told that someone would contact us within 3-5 days. 12. On that same afternoon ( XX/XX/XXXX ), XXXX gave written notice that he was contesting the fraud determination by letter delivered to USAA by uploaded onto the web-portal, faxed and US mail. 13. On XX/XX/XXXX, XXXX ( XXXX 's parent ) researched the many ways in which fraud can and is committed upon mobile banking customers, finding over 11 different scams and devices used to steal passwords, pins and gain access to accounts. She also found that the standard in the industry to protect consumers requires monitoring of IP addresses, monitoring XXXX and location of transactions, determining locations inconsistent with the user, monitoring unusual patterns of deposit, monitoring endorsements and refusing printed signatures. 14. USAA had given no indication that it had even performed these any of analytics. 15. On XX/XX/XXXX, XXXX was contacted by XXXX ( she understood him to be from the fraud team, but later learned he was part of the CEOs office ) and told he could not speak with her since she was not on the account. During this call XXXX explained to XXXX the various things that she would expect him to provide to prove their conclusion ( such as IP address, XXXX and location and the analytics mentioned above ). XXXX instructed that XXXX needed to call his extension and give permission for him to respond to XXXX. 16. XXXX called immediately, authorizing XXXX to talk with XXXX XXXX did not call XXXX back that day. XXXX never received a message from or spoke with XXXX UNTIL XX/XX/XXXX ( AFTER we had reporting to the matter to CFPB on XX/XX/XXXX ). In fact, XXXX had no messages at all from XXXX or ANYONE at USAA until XX/XX/XXXX. XXXX. On XX/XX/XXXX, XXXX submitted a POA for the account and let USAA know she would be acting on XXXX behalf in his dispute of the fraud ruling and the resulting overdraft debt. The POA was also delivered to USAA by upload, fax and US mail. 18. On XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX, XXXX called XXXX extension, receiving voicemail each time. She left messages requesting a call back and explaining that we still had no information or documentation from USAA justifying their conclusions as to fraud, and thus causing the disputed debt. She requested the same. 19. On XX/XX/XXXX, XXXX ( XXXX 's dad ) called XXXX extension, received voicemail and left a message requesting a call back and explanation, information or documentation justifying the fraud determination. 20. On XX/XX/XXXX, XXXX ( USAA Employee # XXXX ) called Bs cell phone to collect on a debt in which time B informed her that the debt was in dispute, and he wanted to talk to someone about the fraud determination. She was unable to address fraud and continued only to pursue the debt collection NEVER DID ANYONE AT USAA state we had a right to dispute the debt. B terminated the call. 21. On XX/XX/XXXXXXXX XXXX called and ( despite the fact that every previous phone call she had been told consumers can not be connected with the fraud department ), XXXX with XXXX in the fraud department. XXXX gave the same conclusory information, refused to answer questions regarding the IP address and location of the devices that made the transactions in question. XXXX was transferred to a supervisor who claimed she did not have the IP. She also gave conclusory and outright wrong information. As a result of the lack of information provided by the fraud department, XXXX requested and was transferred to XXXX at the CEOs Member Relations Office who promised to investigate the issue and respond. XXXX never heard rom XXXX ever again, despite the fact XXXX called XXXX again that afternoon, leaving a request for a call back with her colleague, and again later in the month. 22. On XX/XX/XXXX, we received a letter from USAA addressed to XXXX noticing an overdrawn balance and including a phone number to call for any error. XXXX called the number and the message said the office was closed at XXXX CT. XXXX called another USAA number and spoke with XXXX ( XXXX ) explaining that the fraud determination was in dispute and that she was giving notice pursuant to the Fair Debt Collection Act, that the debt was a disputed debt. XXXX was told, in complete contravention of the law, by XXXX, that because USAAs fraud department had already made the decision as to fraud, the debt was collectable and could not be disputed. 23. On XX/XX/XXXX, XXXX delivered to USAA by web-portal upload, fax and US mail another written notice of disputed claim as to the debt/overdraft. 24. On XX/XX/XXXX, having received no information or documentation despite numerous requests for the same by phone, chat, upload, fax and mail, we filed a complaint with the Consumer Finance Protection Bureau ( CFPB ) regarding USAAs apparent failure to investigate our fraud claim according to standard practices in the industry and to respond to requests for information regarding the same. 25. On XX/XX/XXXX ( Friday at XXXX EST ), we received an email from XXXX XXXX USAA Advocacy Advisor that she and her team would investigate the issues raised, leaving her phone number and stating feel free to reach me. XXXX made no reference to the CFPB claim, but given the previous inaction to our repeated requests for information and documentation, we believed the response was due to the CFPB intervention. 26. On or about XX/XX/XXXX, ( the Monday immediate to XXXX email ) XXXX called XXXX, and received only her voice mail. 27. At or about XXXX CT on XX/XX/XXXX, XXXX received a voice message from XXXX surprisingly stating that once again he was reaching out about the fraud case, as XXXX had not heard from XXXX prior to this time. Note he gave his extension and availability from XXXX CT ( his message was left 15 min after his availability to receive a return call ). To XXXX surprise he also said, I know weve been back and forth and missed each others calls. Again, this is the first message of any kind received from XXXX since the XX/XX/XXXX telephone call and telephone records support that there has been no conversation received from USAA prior to that time other than those reflected in the narrative above. 28. The next day on XX/XX/XXXX, at XXXX CT XXXX left a message for XXXX detailing her times available to receive calls that day. J did not receive a call back from XXXX on that day. 29. On or about XXXX EST on XX/XX/XXXX, XXXX received a call from XXXX XXXX She stated that she could not address the fraud claim, and that her colleague would have to call regarding the fraud claim. She addressed only our concerns of fees and slander of credit as mentioned in the CFPB complaint. She represented that there had been no credit reporting and that we did not need to worry about XXXX credit. She said that XXXX was only placed on some kind of warning list, which XXXX assumed from the conversation was an internal list. Frustrated by the continued lack of answers regarding the fraud disputeXXXX XXXX ended the call. 30. On XX/XX/XXXX, considering the aforementioned of the lack of forthrightness demonstrated by the USAA employees, XXXX wanted clarification of the warning list mentioned in the prior conversation and called XXXX asking for a written explanation detailing the list and what impact it would have on XXXX future. None was ever received and in fact all written communication from USAA has never stated that they had reported to the XXXX XXXX XXXX. 31. On XX/XX/XXXX, we received USAAs letter ( dated XX/XX/XXXX ) informing XXXX it had closed his account due to overdraft. The letter stated for informational purposes. There was no mention of the XXXX XXXX XXXX. 32. On XX/XX/XXXX, at XXXX CT, XXXX called XXXX and left a message. Since XXXX had failed to call her back, she requesting all information be emailed to her regarding the fraud claim. ( She had no intention of waiting another 41 days before he actually spoke with her as had occurred between XX/XX/XXXX to XX/XX/XXXX ). 33. On the late afternoon on XX/XX/XXXX, XXXX called to explain USAAs fraud determination. He provided that the transactions in question were in fact from unknown IP address and locations other than XXXX, but because the deposit used a two factor authentication, XXXX must have acted in a way that breached his credentials making the fraud his responsibility. While we do not agree with this, we do not have the time and energy to hire a security expert to prove that two factor authentications can also be hacked. Thus, during the conversation with XXXX, XXXX accepted the fraud determination based on the information provided at that time. Information that was provided for the first time since requested on XX/XX/XXXX. XXXX agreed to pay the debt. XXXX said he could not handle that but would have his colleague, XXXX, to call XXXX about payment of the debt XXXX. On XX/XX/XXXX at XXXX XXXX ESTXXXX XXXX received a call from XXXX who explained the XXXX XXXX XXXX which is in fact a publication of the debt to a third party. XXXX responded with the facts of this matter as detailed above. She asserted that the Fair Debt Collection Acts protections were invoked as early as XX/XX/XXXX and again on XX/XX/XXXX. The dispute concerning the debt was ongoing until the aforementioned call from XXXX which provided the information requested. This information was provided only hours prior. Thus, it was USAAs action ( or rather inactions ) that prolonged the dispute. USAA employees led the consumer to believe there was NO recourse available until well after the 45 days had passed, yet there is an internal consumer dispute request form ( apparently the customer must know to ask for it ) .Once USAA responded to our reasonable requests for information standard in the industry for fraud determination, the dispute was resolved, and we agreed to pay the debt. Thus, to publish the debt to a third party was not only unconscionable given USAAs obfuscation and delay, but was also in direct contravention of Federal Law. 35. XXXX was told again about USAAs policies, and despite the Fair Debt Collection Act, XXXX explained that the action was automatic after 45 days and referenced the deposit agreement. XXXX stated they could do nothing to reverse the reporting. 36. XXXX showed no willingness to understand that USAAs policies and deposit agreements are not allowed to contravene Federal Lawand essentially said there would be no recourse for the consumer and no rectification by USAA of its violation of the law. 37. XXXX transferred XXXX to the department that would take payment and clear the debt, and {$1900.00} was paid to USAA to cover the overdraft and fees. 38. After paying the amount stated above, XXXX asked to speak with someone who could help clear up the XXXX XXXX XXXX and was transferred to several departments. Each department represented to XXXX that another department was the responsible department until XXXX ended up at the very first department. XXXX was not surprise to receive the complete run around, again. Thus, XXXX asked to speak to someone in the legal department. The call was disconnected, and surprisingly, the USAA employee called XXXX back at XXXX EST, but insisted that there was no way for even USAA employees to reach the legal department. She advised that XXXX would need to bring legal action, have an attorney or subpoena to talk to someone with knowledge about the Fair Debt Collection Act. 39. On XX/XX/XXXX, we received USAAs letter dated XX/XX/XXXX warning that because the checking account was closed in an overdrawn position, We [ USAA ] may provide information about your account to a consumer reporting agency. This letter was an outright deception as per XXXX with the CEOs office, USAA had already made such a report. 40. On XX/XX/XXXX at XXXX XXXX EST, XXXX called concerning this notice and again was told there was nothing to be done. XXXX asked for a call back from a supervisor. 41. On XX/XX/XXXX at XXXX EST., XXXX received a call from XXXX XXXX a supervisor with USAA XXXX XXXX was the first employee to actually act as if she wanted to help. XXXX actually researched the situation and provided the Fraud/Deposits Consumer Dispute Request Form. [ Why was this not provided on XX/XX/XXXX or at any time during the multiple contacts with USAA regarding this dispute as detailed above? -- see again paragraph 34 ] 42. The fact recounted herein are on record with USAA, as they recorded every conversation. They can further be substantiated by our documents which were previously provided as stated herein. 43. The actions of USAA have been in contravention of the Fair Debt Collection Act ; and slandered XXXX.USAA is currently threatening slander of Credit ( see USAA letter of XX/XX/XXXX received on XXXX XXXX ) in contravention of the statute. 44. We expect USAA to comply with Federal Law and reverse any reporting to the XXXX XXXX XXXX or any other third party immediately. To cease and desist any further threatening letters and action
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29464
Submitted Via: Web
Date Sent: 2020-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-20
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/15 I was traveling back to the XXXX from XXXX on XXXX XXXX. During flight two charges were made one in XXXX XXXX and one in XXXX. Given that XXXX is 2200KM away from XXXX, and I was flying north, it is physically impossible for me to have made the charges. The two charges equate to {$860.00}. My flight left from XXXX at XXXX and we were at the airport at approximately XXXX. The flight went from XXXX to XXXX. The charges took place at XXXX and XXXX on XX/XX/XXXX, while I was in flight. I immediately contacted USAA when I saw the charges and several days later received a notification that the charges were legitimate. Again, this physically impossible that I could have been 3 places at once. USAA is doing very little to work with me and see they will get back to me but, it will take up to five days. They are not allowing me to speak to senior mgmt or their fraud department. I have uploaded supporting documentation showing them I was in flight and they continue to fail to work with me. This is unacceptable.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VT
Zip: 054XX
Submitted Via: Web
Date Sent: 2020-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-19
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: On XX/XX/2020 ( see attached statement ), I received my monthly USAA Credit Card statement showing a new balance of {$1800.00}. This total was the combination of the previous balance ( re-assigned to a cash advance status years ago ) of {$1800.00} added to the interest charge of {$17.00}. On XX/XX/2020 the entire balance was paid in full via electronic transfer from a USAA checking account. On XX/XX/2020 ( see attached document ) I received another monthly statement showing a balance due of {$6.00}. This had been calculated by using the previous total balance due and applying a daily interest rate based on the number of days before the balance was paid off in full. Those numbers being {$730.00} added to the interest of that sum {$6.00}. As the entire balance had been paid the previous month, I did not read the statement until XX/XX/2020, at which time the new total of the accumulated interest charge was again paid in full. On XX/XX/2020 ( see attached statement ) I received another monthly statement showing a zero balance due, but still a balance subject to interest of {$6.00}. This balance shows in the cash advanced balance, even though it is an interest charge. It therefore becomes a new balance that is subject to interest, creating the principle of charging interest on an interest fee. There was no option to pay the balance subject to interest, which as mentioned, accrues daily. The statements are released 1 day after the billing cycle begins, thereby creating an endless loop of interest, becoming a balance subject to interest, but with no way to pay off the balance subject to interest. I have spent over 3 hours trying to explain and resolve this issue with the customer service reps at USAA. Most don't understand the math, but those that do insist that there will not be another charge even though I am showing a balance subject to interest. I believe that at best this is a critical error on the part of USAA and at worst this is criminally negligent or abusive behavior.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95405
Submitted Via: Web
Date Sent: 2020-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-18
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: My son is a member, I have a Power of Attorney to access his account. 2 years ago our son opened a USAA secured credit card. At the time, we were told by the rep if he makes 2 years on time payments, the deposit would be released and he would be issued an unsecured card. He just applied to graduate from secured to unsecured and he was denied. The adverse action form indicated he has a XXXX FICO score but that he was denied for having insufficient credit trade lines. The customer service rep did indicate he had a perfect payment record during the 2 years. This seems like a bate and switch. We would have never signed up for a secured card if there was any doubt USAA wouldnt hold up their end of the bargain.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 220XX
Submitted Via: Web
Date Sent: 2020-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-18
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I am a thirty year member of USAA. On XX/XX/2020 while traveling in XXXX, I submitted a claim for a credit dispute where a vendor did not provide the services I paid for and could not be reached. USAA had requested a cancellation date and there was none because the vendor could not be reached which I stated clearly in the documentation. USAA closed my case and failed to accept my communications or communicate clearly with me about its reasons. When I returned from being locked down in the XXXX XXXX I called USAA on XX/XX/XXXX and was told they would reopen my case. They did not and I subsequently spoke with 9 different people who all told me different things including 3 in their highest customer complaint offices, the CEO 's Office. On XX/XX/XXXX I was told by a claims analyst named XXXX that all USAA transaction disputes must have a cancelation date and on XX/XX/XXXX I was told by XXXX XXXX of the CEO 's Office that all transactions must have a cancelation date and nothing further would be done on my case by USAA. I question the veracity of this since it flies in the face of all logic given that many disputed transactions do not involve a transaction in time in this manner. More to the point, again : since the reason for the transaction dispute was that the vendor was unreachable, there was no way to cancel my transaction. I told XXXX XXXX that this is USAA 's error and not mine and therefore USAA should reimburse me. He denied this request as well. I have since noticed that USAA has been penalized XXXX XXXX dollars for failing to honor customer stop payment requests. Clearly USAA did not reimburse these customers either and makes a habit of this type of offense and has done it again with me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97214
Submitted Via: Web
Date Sent: 2020-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-18
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/XXXX, I went to look at my checking accounts on my banks ( USAA ) website. I was unable to login and received a message to call the fraud department. When I called the number provided on the message, I was informed that I was speaking with the fraud department and my account had been compromised. I was told I needed to allow USAA to wire the funds ( {$18000.00} ) to another account. The person had all of my personal information. While I was speaking to the person I thought was USAA i received a text asking if I authorized a wire and to call them. I did NOT respond to the text with a yes, but instead called USAA to which I found out I was the victim of a scam/fraud. I was initially told that a request was sent to the fraud department for investigation to get the money returned. I was told it would take 2-5 business days to complete. I have called and followed up multiple times and continue to get the run around. I ask to speak a supervisor and I cant get one on the line. Each customer rep tells me that they dont see notes about my fraud case. It is now XX/XX/XXXX and nothing has been resolved nor have I received correspondence/communication from USAA on the matter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28213
Submitted Via: Web
Date Sent: 2020-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-18
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: USAA closed my account but they didn't send me all my money. They overnighted {$1000.00} of my money but I had {$1300.00} left in my account. I don't appreciate them not sending me all the money that was in my account. They knew I had {$2300.00} but only chose to send me {$1000.00}.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 36869
Submitted Via: Web
Date Sent: 2020-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A