Date Received: 2020-08-17
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: On XX/XX/XXXX I received an email from my credit monitoring company that a collection account was added to my credit and my credit score dropped by 108 points as a result. The account is an account that was opened by my ex husband either alone or with his ex wife in XXXX which was 6 years before we met and 7 years before we married. He added me as an authorized user to his main USAA account so my paychecks could direct deposit into his checking account and the account showed as an individual account on his credit up until he recently filed for bankruptcy. After the credit card company processed his bankruptcy they then changed the account without my knowledge or consent from me being an authorized user to a joint account holder deciding i was liable for the account since they couldn't collect from him. I never agreed to be a joint card holder nor did I agree to be responsible for his debt. This account has been past due since XXXX and was not deemed mine by USAA until my ex filed bankruptcy so they couldn't collect from him. Since this was solely his account and from prior to our marriage even our divorce paperwork shows its solely his account. I contacted USAA and they told me this has happened so many times when they add an authorized user and make an error and put them as joint owner without their permission that they dont even allow authorized users anymore. I provided USAA, XXXX and XXXX all with a copy of my marriage certificate to show we were married 7 years after this account was opened and a copy of my divorce court paperwork to show this is only his account and a letter explaining the situation and they refuse to remove it fro my credit. I did not sign agreeing to be a joint owner of this account and did not agree to it verbally.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92071
Submitted Via: Web
Date Sent: 2020-08-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-14
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: USAA, motorhome loan. Tried to pay monthly loan for mY motorhome check was sent back to me. I did not have the account number, due to amount before was taken out of the checking account auto by USAA. I contacted the company and was told since I could not answer all the security question from phone calls USAA was not able to help. I am not getting any where and need help with this. The longer this motorhome monthly payment is not paid the total amount I will have to make up will be extremely hard. I am going threw a divorce.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-08-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-14
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have a loan with USAA SVG BK. I have always made my payments on time. For some reason I realized that there was a late payment on my credit report. As you can see, I have always had a stellar payment record with this company. I tried contacting XXXX, XXXX, XXXX, USAA SVG BK with no successful resolution. There was definitely an error on their part.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-13
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: USAA Federal has two inquiries on my credit report that I do not recall giving authorization too. XX/XX/2019 and XX/XX/2019 XX/XX/2019
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 48239
Submitted Via: Web
Date Sent: 2020-08-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-13
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I applied for USSA renters insurance online. I found that it was more than the insurance the storage company provided and paid out less, if a claim was made. I called to cancel the insurance, before I was access any fees. The woman told me that she could give me a better deal on the insurance. When she looked to find a better deal, she found she could not modify my insurance, because there was a problem with the system at that time. I said I would call back. I did not call back and was billed. In XXXX, my account was depleted and I got an ACH non-sufficient funds fee and they turned around and charged me {$25.00} for a return check fee. That's a lot of money for USAA to get from someone who didn't want their insurance and they couldn't help, because their system was down. I was also assessed 2X {$29.00} ACH fees on my checking account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-08-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-13
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/2020 my wallet was stolen and the person that stole my wallet uses my card XXXX and makes several purchases at different locations. I called and reported all the transactions on XX/XX/2020 I was told claims department will do the case and issue out refunds. I also made a police report and they gave me an event number saying I reported my wallet being stolen and the transactions that were charged from the individual. Upon looking at my account on XX/XX/2020 the refunds were there but for not two transactions both at the same location XXXX XXXX XXXX one for {$35.00} and the other for {$3.00} which I reported to the local XXXX Police and had video of the woman that stole my wallet using it at that location. I was told repeatedly each time I call in that those transactions were listed on my fraud case. I was also told by advocates when I called in I have to wait for the pending transaction to post to the account before a refund can be issue. The transaction posted to the account on XX/XX/2020 and yet I still did not get a refund. I called on XX/XX/2020 to see what was taking so long with the refund I was told by advocate it takes 3-5 business days and that a claims analyst will reach out to me. I was reached out by a claims representative on XX/XX/2020 at XXXX and he left voicemail for me to contact him back at XXXX with extension XXXX. I was at work returned the call and the extension does not work ; It says voicemail is not set up for this person and hangs up. So I called back when I'm off from work waited 40 minutes to speak to an advocate and once again they stated that I would have to put in another request for the claims department to reach out to me and it will take 3-5 business days. So once again I waited I called on XX/XX/2020 because no transactions were refunded to me. I called and spoke to XXXX and a Supervisor advising me that those transaction were not on the case they need to add them and submit them to the claims department so I can be issued out a refund and it will take 3-5 business days. I spoke to the supervisor because I'm upset about all the misinformation that has been provided to me since the day I started the case and yet she still advised it will take 3-5 business days. I spoke to someone in the Claims department from when she transferred me and he stated he will escalate the issue because I stated I have to pay my rent and with that money not being returned to me I could be evicted he said he will escalated the issue. On XX/XX/2020 I get a call again from the Claims Department @ XXXX and missed the call because i work from XXXX to XXXX Monday- Friday with the same voicemail and to call back with the same extension that does not work XXXX. I called one time in the morning on XX/XX/2020 XXXX about the charges and again later when I got off at XXXX spoke to an advocate she even try to call the extension and said that it does not work. She said unfortunately she has to put another request for someone in the claims/fraud department to reach back out to me and to try the number early in the morning. I did try it on XX/XX/2020 and still it does not work. I called today at XXXX because the charges still have not been refunded back to me which is ridiculous because the case has been initiated since XX/XX/2020 and by the mistakes of their advocates by providing me the incorrect information I still have to wait. I spoke to a XXXX this morning and obviously its a trend because he quoted me 1-2 business days from the date they were added to the case and that on was XX/XX/2020. So I ask to speak to the supervisor the supervisor as well is not helpful because he stated its XXXX business days does not even have record of the claims rep that I spoke to and stated it has to be from another department. i then ask can I speak to his supervisor and he then refused because he stated that his supervisor can not help me which is unprofessional because how would you know your bosses capabilities. So today I took my billing statement to the local XXXX Police department to start a case to press charges for that individual and hopes that the police can work with my bank to get the money that I'm owed back. I have been getting the runaround, misinformation, and a headache dealing with USAA and is beyond fed up with their business practices and they lack of knowledge that everyone has within their call centers.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: TX
Zip: 76504
Submitted Via: Web
Date Sent: 2020-08-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-13
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XX/XX/2020 I looked on to my USAA account and discovered two a XXXX a savings and checking account hold jointly had been drained of all funds.Upon review of the transactions here is the list of the fraudulent ones : Savings Account XX/XX/XXXX XXXX withdraw - {$65.00} XX/XX/XXXX XXXX withdraw - {$430.00} XX/XX/XXXX XXXX withdraw - {$1000.00} XX/XX/XXXX XXXX withdraw - {$1000.00} XX/XX/XXXX XXXX deposit {$1000.00} XX/XX/XXXX USAA funds transfer from account - {$200.00} XX/XX/XXXX XXXX withdraw - {$400.00} XX/XX/XXXX XXXX withdraw - {$570.00} XX/XX/XXXX XXXX withdraw - {$600.00} XX/XX/XXXX XXXX withdraw - {$1000.00} XX/XX/XXXX USAA Funds Transfer - {$40.00} XX/XX/XXXX XXXX Deposit {$400.00} XX/XX/XXXX Deposit Check via mobile ( check is made out to a person not known to either account owner and made out for {$170.00}, tried to deposit the check for {$1000.00} ) XX/XX/XXXX XXXX withdraw - {$400.00} XX/XX/XXXX XXXX withdraw - {$400.00} Checking account XX/XX/XXXX USAA funds transfer to account - {$200.00} XX/XX/XXXX XXXX withdraw - {$430.00} XX/XX/XXXX USAA funds transfer {$40.00} XX/XX/XXXX XXXX withdraw - {$100.00} USAA was called on XX/XX/XXXX and notified of the suspicious activity on the account. No response from USAA, called on XX/XX/XXXX and wanted to speak to the joint owner of the account. XX/XX/XXXX called to get case number and update, and was told to wait 10 days. Called XX/XX/XXXX and went into all the transactions. Upon discussion USAA it was discovered that USAA contacted us on XX/XX/XXXX to notify him of a new device added to his account. When looking through his gmail account none of the notifications were in his email, nor trash. USAA notification for deposits and adding access to XXXX was all gone. USAA recommended changing passwords and running a credit check. The criminal might have used access to our email account to then authenticate themselves for the USAA transactions. Looking through the gmail account odd emails had been found. It turns out all emails being sent to a XXXX XXXX were in our account. An email was sent to XXXX XXXX and he responded to say that his email had been hacked and that he also had a {$1000.00} bank fraud. USAA has not been forth coming with the fraud investigation, no case number has ever been given.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30041
Submitted Via: Web
Date Sent: 2020-08-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-13
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I want to file a complaint of mortgage fraud. I recently learned that XXXX XXXX applied for a mortgage in 2017 and put we were married and put me as his dependent. I would like to state that he is not married and I am not his dependent. Mr XXXX received the mortgage in XXXX, 2017, from USAA Federal Savings Bank c/o XXXX XXXX XXXX XXXX. The address is XXXX XXXX XXXX XXXX Ny XXXX. My name is XXXX XXXX, phone number XXXX XXXX XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 140XX
Submitted Via: Web
Date Sent: 2020-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-13
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/XXXX at XXXX someone gained access to my account, changed my XXXX receiving email and sent {$380.00} to a new added email from my checkings account. I submitted a Claim with USAA and they said I was laiable with no explanitaion, I escalater the claim to their ERT department and same result with no explanation. I have asked several times amd they haven't solve anything. They made me create a new checking account and change all my login information. Still to this day they haven't resolbed the issue. I had XXXX XXXX on XXXX and haven't been able to leave my home, also military orders keep me at my location, one of the agents did say they could see logins from an XXXX device, I do not own any XXXX devices, and that the IP was also in Georgia but no where near my location. This has been frustrating and they have shown little to no interest to resolve, Inever receive a call or email, I always have to chase them to try and get answers, and to some {$380.00} might not sound like much, but military pay is not that great, we do it for our Country. And to have a bank that is dedicated to service members to treat them like they are guilty of being a victim is concerning. I hope CFPB os abpe to help me resolve this since I did not make or approve that transaction and they are treating me like I did.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 31088
Submitted Via: Web
Date Sent: 2020-08-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-12
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: A loan request was started with USAA. During the wait for closing date, i found a better interest rate which would assist me in the long run. I had paid for a VA appraisal with USAA, this cost me XXXX dollars. Now i am going with XXXX XXXX for financing and i have requested two different times for USAA to transfer my appraisal through the VA portal to the new lender. i a gave them the lender ID and contact information and nothing has happened. Could you somehow please help me with getting USAA to transfer My VA appraisal over to new lender?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MS
Zip: 391XX
Submitted Via: Web
Date Sent: 2020-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A