Date Received: 2020-08-06
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 have a loan with USAA SAVINGS BANK and XXXX XXXX XXXX. I have always made my payments on time. As you can see, I have always had a stellar payment record with this company. I tried contacting both XXXX and XXXX and USAA SAVINGS BANK and XXXX XXXX XXXX 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: TX
Zip: 77429
Submitted Via: Web
Date Sent: 2020-08-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-05
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I received a XXXX loan and it was deposited into my USAA account but was supposed to be deposited into my XXXX XXXX Account. For weeks I was unaware the funds had been deposited. The amount is XXXX. USAA refused to give me a close date and return the funds. They are refusing to return the funds to the treasury. USAA states they dont offer business accounts but my loan was deposited into my checking account but they are refusing to return the funds to the treasury or issue me a check. USAA never sent correspondence regarding my account closing, the account freezing or anything. I was never asked to furnish any documentation. I was approved for a loan by SBA and USAA is refusing to give me the funds. I was also told that if the issuing back requests it they wont guarantee they will return it.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90004
Submitted Via: Web
Date Sent: 2020-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-05
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: XXXX XXXX had a scammer hack my account information and deposited a fake check then wired him self money then the bank is trying to tell me to pay it and the fraud department will not take care of the issue at USAa XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34606
Submitted Via: Web
Date Sent: 2020-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-05
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I have an account with USAA bank and had a previous additional account holder. The additional account holder was removed ( or should have been removed from my account over a year ago. On XX/XX/2020 I was alerted that my account balance had been totally taken to XXXX. After contacting the bank I was told there had been two transactions made by the previous account holder transferring all funds in my account to a account he had just opened. I immediately told the representative this was unauthorized and to return my funds. I was told he was never removed from my account so there was nothing I could do about it. I asked to speak a supervisor and was given a lead. The lead repeated the same thing as the representative and I again requested a supervisor. A supervisor contacted me the next morning XX/XX/2020 stating that USAA made a mistake they located all the documentation ( it was misfiled ) to remove the previous account holder and my funds would be returned. A week later I still had not received my funds back so I called back and was told that it was determined that there was no fraud and the case was closed with the previous account hold still on the account. After speaking to several people they apologized again removed him changed the address back to the correct address and sent it back to the fraud department to review and return my money to my account. I just received a, letter dated XX/XX/2020 stating once again that after review they determined the there was no fraud. I have no idea how anyone can come to the conclusion that there was no fraud committed when this person was supposed to be removed from my account a year ago and was allowed to transfer over {$3500.00} from my account without my knowledge. I have filed numerous claims stating this transaction was unauthorized and am willing t file a police report if needed. The bank has admitted fault more than once but yet I an still fighting to get my money back because of their mistake.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 90250
Submitted Via: Web
Date Sent: 2020-08-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-01
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I am a victim of identity theft and fraud. I am not responsible for a XXXX XXXX XXXX account nor a USAA account and the account is fraudulent. XXXX XXXX XXXX, USAA and XXXX, XXXX and XXXX are in violation of the FCRA and are trespassing upon my person. The account needs to be removed immediately. A police report has been filed. No man nor woman making claims of a debt owed has verified Under the penalty of perjury that I, XXXX XXXX XXXX ; man, owing a debt to any institution. I, XXXX XXXX XXXX am a man. If not removed in 48 hours I will take legal action. Its been over a year now.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34221
Submitted Via: Web
Date Sent: 2020-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-01
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/2020, XX/XX/2020, and XX/XX/2020 an unknown individual gained access to my banking information and made four separate XXXX transactions from my savings and checking account to themselves ( {$490.00}, {$490.00}, {$490.00}, {$490.00} ). During this same time I believe the individual changed my personal email password numerous times as an attempt to keep me from seeing the bank emails that notified me of the XXXX transactions. I would reset my password and then a few hours later I could not access my email. When I looked in my spam folder I saw four emails from the bank notifying me of the transactions. I immediately called my bank to notify them. My case was turned over to their fraud department. The fraud department concluded that because the individual had my login and password, they are refusing to return my stolen money. These transactions were unauthorized by an unknown person or persons.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78628
Submitted Via: Web
Date Sent: 2020-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-01
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I am a victim of identity theft and fraud. I am not responsible for a XXXX XXXX XXXX account nor a USAA account and the account is fraudulent. XXXX XXXX XXXX, USAA and XXXX, XXXX and XXXX are in violation of the FCRA and are trespassing upon my person. The account needs to be removed immediately. A police report has been filed. No man nor woman making claims of a debt owed has verified Under the penalty of perjury that I, XXXX XXXX XXXX ; man, owing a debt to any institution. I, XXXX XXXX XXXX am a man. If not removed in 48 hours I will take legal action. Its been over a year now.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34221
Submitted Via: Web
Date Sent: 2020-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-31
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: This incident involves three companies : XXXX XXXX XXXX XXXX XXXX ( " XXXX '' ), United Services Automobile Association ( " USAA '' ), and XXXX XXXX XXXX XXXX ( " XXXX '' ). On XX/XX/XXXX, I was in an accident where a USAA insured driver, Ms. XXXX XXXX, was at fault. USAA claim number is XXXX. USAA paid for my car to be fixed and I was given a car by XXXX to use while my vehicle was in the shop. After returning the rental car when my vehicle was fixed, USAA was billed for the amount of {$470.00} for the 16 days the rental car was in use. USAA decided to only pay {$290.00} for what they estimated should be the price for a rental car. XXXX only billed USAA and I never received nor heard anything again after dropping the rental car off from USAA nor XXXX. In XX/XX/XXXX, I noticed that a derogatory account showed up on my credit report. The derogatory account was for a collection agency, XXXX. After investigating with XXXX on what this was for, I found out that this was for the XXXX leasing for the accident that USAA was supposed to cover. XXXX sent me the paper work they had on file. That was the first time I saw the bill to USAA for {$470.00}. A person at XXXX noted on the bill that they only received {$290.00} from USAA. There was renter information on the bill for myself but all of my contact information was wrong, but it was billed to USAA 's address for for USAA to pay. USAA should have taken care of this since it was their insured driver at fault. I contacted USAA to inform them that their bill was showing up on my credit report and asked why they didn't pay this bill and how to resolve the issue. They argued that they didn't owe the full amount because it exceeded the estimated 10 days to fix my vehicle. I told them that it was out of my control on how long it took to fix my vehicle and the rental car bill included weekends as well. They realized that they had made a mistake and thought the bill was for 16 business days instead of the actual 11. They agreed to pay XXXX an additional {$140.00}. I contacted XXXX to make sure that they received the additional payment. They did receive the {$140.00} from USAA, but an outstanding amount of {$120.00} remained on the bill because of derogatory fees. I contacted USAA again to explain that there was still a balance on the bill. They refused to pay it because they don't pay derogatory fees. I thought this was ridiculous because these are derogatory fees for their bill they ignored. This is a bill to USAA that was never billed to me and is now showing on my credit report. I contacted XXXX and asked if they would drop the derogatory fees since my renter information was wrong on the bill, I was never contacted by USAA nor XXXX, and I was not at fault for not receiving a bill that wasn't actually billed to me. They agreed to wave those fees but an amount of {$44.00} remained. By this time, I could not deal anymore with this matter considering the amount of time I had spent trying to fix this. I payed the remaining {$44.00} even though this was billed to USAA and they should be the one 's to pay this amount. I never thought I would be in an accident where I was not at fault and have to fight so much with the other driver 's insurance agency. If USAA is doing this to me, they are doing this to many people. If I was billed for a rental car, I would have paid it. USAA was billed for this rental car. They should have paid their bill!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DC
Zip: 20001
Submitted Via: Web
Date Sent: 2020-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-31
Issue: Getting a loan or lease
Subissue: Confusing or misleading advertising or marketing
Consumer Complaint: On XX/XX/XXXX, I was looking for a used car loan and saw an add on my USAA Banking website that read, your loan offer from USAA bank is good for 45 days. The ad said the rate would be as low as 2.99 % APR when enrolled in automatic payments and purchased with car buying service for XXXX and older models. There was a 1 as a note. Under the note there were various comments but none limited the ad to any specific model year. I applied for the loan, causing a credit hit and the loan was approved for 6.95 %. When I called and asked why my rate was so high, I was told that the lower rates are only good for vehicles XXXX and newer. I explained that there ad said XXXX and older. The only reason I did not qualify for the lower rate was the year of the vehicle. I have very good credit and have gotten loans from USAA multiple times. No where in their advertisement did it mention that this ad was only for XXXX and newer vehicles or I would not have applied knowing I was planning to purchase a XXXX Vehicle. Again the ad specifically states XXXX and older. The rep I spoke with refused to honor their ad, so I escalated it and spoke with XXXX ( employee ID # XXXX ) who again refused to honor their ad stating that the ad says " as low as '' 2.99 %, but the reason they gave me for not qualifying for that rate was only due to the model year of the vehicle, which is indirect conflict with their ad saying XXXX and older. I have copies of the ad and the notes from their website.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27587
Submitted Via: Web
Date Sent: 2020-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-31
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: On XX/XX/XXXX, my credit card account with USAA was closed by USAA without any warning or reasoning. I called trying to figure out why my account balance was showing XXXX when I only had half of my limit used and had just made a {$1500.00} payment to that card. I called them to figure out what was going on which was when XXXX, from servicing for credit cards department, proceeded to tell me that they had decided to close my account. Hearing this, I asked why ... she told me that they were not going to tell me why but it had something to do with fraud on that account. I responded saying yes I called about a month ago due to my card being hacked at XXXX with multiple XXXX cent charges occurring while I slept that night. The following morning I called USAA, reported the fraud, got a new card sent in the mail, and thought everything was ok. Thats the only thing I can think of that occurred fraudulent on that account ... so I asked her why am I being punished for someone else hacking my card?? She didnt give me an answer then proceeded to tell me that ALL my accounts were being closed including my checking and savings account and that I would receive a letter in the mail telling me I have 30 days. Continuing to ask why they are being closed and what I did wrong so I can avoid doing whatever it may be in the future, she kept stating that she couldnt give me that information. After that, I stated that I couldnt afford to pay off the full credit card amount within 30 days and asked what would happen if I didnt ... XXXX stated I would be sent to collections. I then asked to speak to a supervisor and she said she had no supervisor I could speak with. Finally, I got transferred to XXXX, in executive resolutions department, who was no more help then XXXX. Refusing to give any information to why they were closing my accounts. I then insisted on speaking to the CEOs office ... XXXX said they werent available and even if I spoke to them they wouldnt give me any information about why the accounts were being closed. Being a USAA member for 15 years and in the middle of a COVID crisis and out of work for 6 months due to the extended shut downs in my state I am in shock and emotionally incapacitated. Having limited funds, I cant afford to pay my entire balance off and start somewhere else. Especially knowing that this account closure will affect my credit score and financial standing.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28209
Submitted Via: Web
Date Sent: 2020-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A