Date Received: 2020-07-11
Issue: Struggling to pay your bill
Subissue: Credit card company won't work with you while you're going through financial hardship
Consumer Complaint: My credit card has been closed for some time. I had a card and my mother, XXXX XXXX was an authorized user ( card XXXX ). My mother was making payments since I authorized her use of the card. The payments have always been made in a timely manner. One payment was made for {$40.00} on XX/XX/XXXX via the XXXX bill payment. This payment was returned to XXXX stating an incorrect account number. The number was correct, she has a card with a different card number but linked to the same account as me. XXXX, made the payment via USAA website payment option on XX/XX/XXXX for {$53.00}. This returned payment caused late fees to be assessed each month beginning in XXXX through XX/XX/XXXX. Some for {$35.00} as well as several for {$25.00}. I began reaching out to USAA in XX/XX/XXXX, requesting assistance to lower the interest rate on this card since I was experiencing a financial hardship, as was my mother. I have sent 3 letters to USAA making this request and they only respond by sending a letter stating the account is 3 payments past due and they will turn it over to the collections. I am willing to continue the payments that have been made, however, the balance and payments are now increased to the point I can not make the minimum due.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 152XX
Submitted Via: Web
Date Sent: 2020-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-11
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: XX/XX/2020 my wife & I purchased a vacation through XXXX XXXX to the XXXX XXXX XXXX XXXX XXXX - Amount {$8300.00} 1. The travel was to take place XX/XX/2020 and return on XX/XX/2020. 2. Due to the Corona Virus the flights were cancelled and no possible way to get to XXXX XXXX XXXX XXXX XXXX XXXX owned by XXXX was closed. 3. We had been in contact with XXXX XXXX prior to the XX/XX/XXXX departure due to worries of travel plans and whether or not we would go since we have a XXXX year old and XXXX year old. Since the airline cancelled our flights and the resort was closed that made our decision for us and we never were able to attend the trip we had paid for. 4. XXXX XXXX refunded our airfare, but not our lodging with the XXXX XXXX. They played games and said we can give you a voucher for a year or two from now. They will not refund the money 5. I contacted my credit card company on XX/XX/2020 I disputed the charge of {$8300.00} with USAA Bank. 6. USAA had refunded me the money initially and reviewed the dispute. I had provided the requested documentation and then USAA put the charge back on my card XX/XX/2020. 7. I had called in immediately to USAA telling them I was not paying for something I could not get to due to the flights being cancelled & resort being closed and whatever further information and documentation they require to substantiate my dispute I had no problem sending them. 8. On XX/XX/XXXX the {$8300.00} was credited for a second time to the account. 9. No further requests were made by USAA bank for additional information to substantiate my dispute. 10. XX/XX/2020 USAA never contacted me nor requested further information regarding my claim and put the charges of {$8300.00} back on my credit card. 11. Around XX/XX/XXXX I received a letter from USAA Bank stating that they would not credit me the {$8300.00} and that I had to work it out with the merchant directly. 12. I had called USAA to request further clarification why my claim was denied and they sent me off to various divisions and nobody has ever returned my calls to discuss additional steps to remedy the issue 13. I had contacted XXXX XXXX around XX/XX/XXXX and spoke with a woman by the name of XXXX at Phone number XXXX XXXX XXXX XXXX. She was nice and attempted to be accommodating at first, but would not refund my money. Her claim is that XXXX will not refund money. 14. Part of the XXXX XXXX Contract is a Force Majeure Statement that XXXX XXXX is saying why they don't need to refund my money. 15. In the Force Majeure Clause there is no mention of pandemic, epidemic, quarantine or diseases. 16. From my side XXXX XXXX is admitting they did not nor can they provide their contractual obligations and therefore the contract is null and void. 17. I was never given any notification of Force Majeure by XXXX XXXX prior to XX/XX/2020 nor during my submitting my credit card disputes until XX/XX/2020. 18. To date I have nothing in writing from XXXXXXXX XXXX stating when travel can begin again. 19. The current situation is I now have a credit card company - USAA Federal savings bank that wants nothing to do with the dispute except for me to pay them for a trip that was never taken nor could be taken due to the Corona virus.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 106XX
Submitted Via: Web
Date Sent: 2020-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-10
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/2020, I noticed an unauthorized transaction on my ATM/debit card in the amount of {$200.00} from XXXX XXXX which is linked to my checking account. I immediately went on USAA online to dispute the transaction because I had not visited or shopped at the store on the specified day and to make things worse I had reported the ATM/ debit card lost/ stolen in XX/XX/2020. I called USAA on XX/XX/2020, and the representative stated the transaction was referred to their fraudulent dept. On XX/XX/XXXX I called USAA again to find out the status and the representative stated USAA would not refund me my money. I explained that the card had been closed three months prior so how could I make a purchase in June then I requested to speak to a manager. I was connected with another rep/manager who stated she was not sure why I was not given a refund but she could not review my dispute because it was sealed/closed. USAA did not thoroughly investigate this transaction and immediately declined to reimburse me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22192
Submitted Via: Web
Date Sent: 2020-07-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-10
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: This complaint is in regards to credit card dispute of XX/XX/2020 for {$380.00}. USAA refuses to issue refund from XXXX XXXX ( XXXX ) for a cancelled airline ticket reservation because the COVID-19 pandemic. USAA refuses to issue a written guarantee to refund the money if XXXX XXXX files for bankruptcy or there is no vaccination available by the time the voucher expires. USAA is enabling XXXX XXXX to apply 2 sets of standards to its customers because of the pandemic. One for XXXX XXXX in order to get exceptions & breaks, in addition to federal financial assistance. The other to customers such as USAA members by negating that the pandemic exists. The COVID-19 pandemic is a clear force majeure event. A force majeure entails both parties effectively voiding a contract and being returned to their previous position. It doesnt allow one party ( XXXX XXXX ) not to perform while still keeping the money. This unearned money in the books is being used as collateral for additional financing and warrants. XXXX XXXX carries chargeback insurance. USAA ( and XXXX XXXX ) are disregarding the Fair Credit Billing Act and Truth in Lending Act. The chargeback mechanism exists primarily for consumer protection. Holders of credit cards issued in the United States are afforded reversal rights by Regulation Z of the Truth in Lending Act. COVID-19 continues to be out of control in the US, including Florida. The Centers for Disease Control and Prevention ( CDC ) is clear : Because travel increases your chances of getting infected and spreading COVID-19, staying home is the best way to protect yourself and others from getting sick. It is highly probable that vaccination is not going to be available by the time the voucher expires. In regards to credit cards disputes, USAA is NOT for its members, but for the merchants, such as XXXX XXXX. Request refund of {$380.00} or written guarantee from USAA that the funds are going to be reimburse if XXXX XXXX files for bankruptcy or if vaccine is not found or if not administered by the VA before the vouchers expires.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-10
Issue: Fraud or scam
Subissue:
Consumer Complaint: USAA offered a balance transfer of 1.9 APR on all transfers. I obliged and requested a XXXX transfer to be paid to a XXXX XXXX XXXX XXXX which is serviced by a company called XXXX XXXX. XXXX XXXX, upon receiving the check, incorrectly routed the check to XXXX ( I am not a customer of theirs ), who services XXXX XXXX lines of credit. This check was issued on XX/XX/XXXX by XXXX XXXX ( who I am not a customer of but obviously has some affiliation with USAA ) on my behalf for the XXXX amount ( I have proof of the check and that it was cashed by XXXX ) I then spend the next 3 months arguing with all parties above on how to get the balance transfer back from XXXX to XXXX while all of them claim to have no wrongdoings or mistakes in the process. After 3 months of arguing with customer service reps I wrote an email to the CEO of XXXX. That led to a phone call by their executive response team who has been able to apparently track the money down and they are now reissuing the funds back to XXXX XXXX. But now I have no affiliation with XXXX XXXX and no way of getting that money back from them. USAA claims to have no affiliation with XXXX XXXX DESPITE using a check from XXXX XXXX as proof they carried out the balance transfer. They are not helping me to reclaim the money from XXXX XXXX now. If that isnt a textbook definition of fraud I dont know what is.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 303XX
Submitted Via: Web
Date Sent: 2020-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-10
Issue: Struggling to pay your loan
Subissue: Loan balance remaining after the vehicle is repossessed and sold
Consumer Complaint: USAA repossessed my vehicle and now refuses to accept payments from me through its app and web portal. Every time I try to pay I am greeted with a 16:2942 error refusing to accept payment. Customer service was nonresponsive. After refusing to accept payments, USAA now has begun charging me late fees.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 208XX
Submitted Via: Web
Date Sent: 2020-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-09
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: For over 3 years, I have try to work with USAA to get my money back with little or nothing done on their part to return the money. I was stationed overseas and I have set up an allotment to go to what I thought at the time was my checking account ( find out later I was my member number- which happened to be exactly someone else account number ). After becoming aware of my mistakes I took steps to rectify it and asked about how to get the money ( allotment I have transfer so far ) back. I was told to submit a letter of indemnification which I did religiously every other week for the past 3 years with no results. I was told unconcernedly- well there is no money in the account of that person, sorry nothing else we can do .... no feedback when I submit the letter that an attempt to collect my money was even done ... I had periodically called but was meet with the emotionless, unconcerned response- nothing we can do, there is no money ... keep submitting the letter ( and i was told unless I submit a letter, they don't attempt to collect the money ). This is unacceptable for a financial institution .... " if the roles were reverse and I owe USAA any kind of money, they would ve find a way to pull that money from my account at any point - even if it means making my account overdrawn- '' so why I am being toy around and given excuses as if they can't do anything to help
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 983XX
Submitted Via: Web
Date Sent: 2020-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-08
Issue: Charged fees or interest you didn't expect
Subissue:
Consumer Complaint: XXXX XXXX - checking account ending XXXX Credit card - Signature Visa - XXXX Calling the MAP Dept which is the Credit card department OF USAA BANK for a Payout Amount since the of DATE OF XX/XX/2020, just to noticed my accounts have Systematic Mastic HOLD on deposits when I am trying to pay-off the amount of the credit card, and waiting 2-3 hours ON HOLD when calling only to realize unable to speak to anyone on my only weekday off which was Tuesdays. After many calls and no one returning my calls dialing this XXXX several times more than 10 times, then final on XX/XX/2020, after leaving the auto repair shop time XXXX XXXX, I receive a call from XXXX from the MAP Department Credit card Department stating the approval for the Payout was accepted for XXXX! However I was thrilled they had approved the amount, but I had to pull over to stop to speak to XXXX ( USAA MAP Credit Card Services ) from XXXX XXXX XXXX in XXXX, thus focusing on my driving and getting off the road in order not to cause an accident. This was my main focus at this time. However, XXXX stated I had until XX/XX/2020 to pay off the XXXX amount. I did pay off the XXXX without the problem but then when the focus on Corona Virus, living in an apartment with Mold/Mildew leakage within the roof of the dwelling apartment thus concerned about the office equipment from my employment and trying to get out the leasing contract in order to move away to another apartment. The end result I forgot about the last payment and due date XX/XX/2020. However, when I made deposits to make the payments on the balance, my account was placed on hold and delaying the process of the payouts. Therefore, when the deadline of XX/XX/2020 came about the Payout Amount was defaulted and another XXXX was added to the balance plus interest. XX/XX/2020 New Balance XXXX CREDIT CARD PAYMENTS : XX/XX/2020 XXXX XX/XX/2020 XXXX XX/XX/2020 XXXX XX/XX/2020 XXXX XX/XX/2020 XXXX XX/XX/2020 XXXX XX/XX/2020 XXXX Payments equal XXXX XX/XX/2020 NEW BALANCE XXXX XX/XX/2020 XXXX transfer Deposit XX/XX/2020 XXXX on hold meaning Unable to make Payout the above remaining balance UNTIL XX/XX/2020 AND USAA CREDIT DEPARTMENT SERVICE DEPARTMENT ADDING INTEREST TO A XXXX BALANCE AND PLACING DEPOSITS ON HOLD AND DEDUCTING INTEREST FROM A XXXX BALANCE XXXX BALANCE. XX/XX/2020 XXXX PAYOUT TOTALXX/XX/2020 XXXX PAYMENT FROM SAVING ACCOUNT _______ BALANCE OF XXXX PAID OFF -XXXX BALANCE BALANCE XXXX XXXX AMOUNT PAY OFF ABOVE PAYOUT XXXX XXXX -- -- -- -- -- TTL AMT PAYOUT XXXX XXXX AS OF XX/XX/2020 XXXX BALANCE AS A HOLD AMOUNT WITHIN THE CREDIT CARD STATEMENT XX/XX/2020 SHOWING NEW BALANCE XXXX AS A REFUND CREDIT FROM THE BALANCE OF XXXX BALANCE ( UNDER THE MINIMUM PAYMENT DUE DO NOT PAY STATEMENT DATED - XX/XX/2020 THEN ON 7 DAYS LATER XX/XX/2020 AN UNAUTHORIZED XXXX DEDUCTION FROM CHECKING ACCOUNT ( XXXX ) PLUS INTEREST FEE XXXX I WANT MY XXXX RETURN TO MY CHECKING ACCOUNT ENDING XXXX WITH INTEREST ON DAILY BASIS JUST AS I WAS CHARGED INTEREST ON DAILY BASIS. WITH THE DEDUCTION FROM MY CHECKING ACCOUNT ENDING ( XXXX XXXX I WAS NOT ABLE TO PAY MY MONTHLY RENTAL PAYMENT AND HAD TO BORROW MONIES FROM FRIENDS TO PAY MY RENTAL FEE FOR THE MONTH OF XX/XX/2020.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77373
Submitted Via: Web
Date Sent: 2020-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-08
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: USAA continues to send correspondence indicating I have requested updates to my accounts which may or may not have emanated from me. The correspondence is not specific enough for me to determine if the changes are an attempt at identity theft, incorrect or unwanted changes, or changes initiates by USAA and not by me. Calls to USAA do not get responses that explain what was changed ( if the correspondence was properly drafted calls to USAA should not be necessary ). This is the second time within the month of XX/XX/2020 that I have received incomplete and therefore inappropriate correspondence for the same two accounts.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-08
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: USAA mishandled my automated bill payment I established from my USAA checking account to my USAA credit card by failing to apply my automated payment to my USAA Credit Card 2 months in a row. Although USAA identified a bank error, reaffirmed the automated payment would be processed correctly going forward, waived the late fees assessed on my USAA Credit Card each month, USAA still reported my credit card as 30 days past due. On XX/XX/XXXX I completed a Balance Transfer to my USAA credit card. I received a USAA Credit Card Statement with a closing date of XX/XX/XXXX which showed a payment date of XX/XX/XXXX with no payment due. In XXXX I went online to my USAA account and set up an automated bill payment from my USAA Checking account to pay my USAA credit card. The payment was set up to be paid monthly on the XXXX calendar day of each month for {$130.00}. Based on this automated bill payment my USAA credit cards should have been paid on XX/XX/XXXX for {$130.00}. I checked my USAA credit card statement on XX/XX/XXXX and noticed my automated payment was not processed. I was assessed a {$25.00} late fee on XX/XX/XXXX. I called USAA Credit Card customer service on XX/XX/XXXX and I was informed there was a bank error and my automated payment did not take effect for XX/XX/XXXX. I was informed the automated payment would take effect for XX/XX/XXXX. I was able to initiate an ACH telephone payment of {$130.00} from my USAA checking account that was applied to my USAA Credit Card on XX/XX/XXXX. I did not receive an explanation of the error but my late fee of {$25.00} was reversed. On XX/XX/XXXX I checked my USAA credit card statement and noticed my automated payment for XX/XX/XXXX was not processed. I was assessed a {$25.00} late fee on XX/XX/XXXX. I called USAA Credit Card customer service on XX/XX/XXXX and I was informed that due to an error my automated payment did not take effect for XX/XX/XXXX but it would take effect for XX/XX/XXXX. I was able to initiate an ACH telephone payment of {$130.00} from my USAA checking account that was applied to my USAA Credit Card on XX/XX/XXXX. I did not receive explanation of the error but my late fee of {$25.00} was reversed. I was never informed that my credit reporting was impacted by these bank payment errors. The automated payment I initially established in XX/XX/XXXX did not take effect until XX/XX/XXXX. USAA did not provide any disclosures on their website that an automated bill pay would take longer then 30 days to take effect. I was not aware of the negative credit reporting until I was denied a consumer loan in XXXX of XXXX. The reason for the declined loan was missed payment on a personal credit report. I pulled my credit report in XXXX of XXXX and noted my USAA credit card was reported 30 days late in XX/XX/XXXX. I contacted USAA directly in XX/XX/XXXX to dispute the negative credit reporting and was instructed to submit an online dispute. On XX/XX/XXXX I received a notification in the mail that my information in question was being accurately reported to consumer reporting agencies. I contacted USAA again on or around XX/XX/XXXX and initiated an escalated CEO complaint regarding the bill pay errors and negative credit reporting. I spoke with an representative in the Office of CEO on or around XX/XX/XXXX. I was informed an investigation was under way and the investigation could see that I had established a bill payment for XX/XX/XXXX and XX/XX/XXXX from my USAA Checking Account. I was told USAA was still investigating why the payments were not applied to my USAA Credit Card. As of today XX/XX/XXXX the investigation has not been completed and my issue has not been resolved.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 55129
Submitted Via: Web
Date Sent: 2020-07-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A