Date Received: 2020-05-27
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/XXXX my USAA checking and savings account was hacked and {$400.00} was taken out via a XXXX transaction. The individual also attempted to open a credit card in our name but was denied. We discovered the issue within hours and called USAA to report it. The next day I was sent a message saying that no fraudulent activity was discovered and my claim was denied. I called back and asked for more information but was told I would have to have the fraud analyst call me within 3-5 business days. I never received a call and everytime I call USAA back they cant explain why no one has called me back and they tell they will resubmit the request and to wait another 3-5 business days. We have never used XXXX with USAA and did not authorize the transfer or attempt to open a credit card. As of XX/XX/XXXX we have no explanation of why the claim was denied and no recourse to take with USAA. The electronic fund transfer act clearly states that we are not liable for the loss of these funds. USAA will not explain their decision to us so far.
Company Response: Company believes complaint is the result of an isolated error
State: AL
Zip: 36830
Submitted Via: Web
Date Sent: 2020-05-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-26
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: See attatched CREDIT CARD FRAUD CLAIM LETTER dated XX/XX/XXXX. UNAUTHORIZED TRANSACTIONS {$470.00}. ( USAA HAS HELD ME LIABLE FOR THIS FRAUD ) see attatched CFPB response XX/XX/XXXX XXXX XXXX determined you reported total fraud {$810.00}. WRONG AGAIN see attatched CREDIT CARD FRAUD CLAIM LETTER {$470.00} ** IS THE TOTAL FRAUD I REPORTED XXXX XXXX with MERCHANTS CREDITS OF {$340.00}. Only {$470.00} REPORTED?? SO WHY DID USAA HOLD ME LIABLE FOR THIS {$470.00}. see attatched XX/XX/XXXX statement for review CONFIRMS ONLY {$470.00} COULD HAVE BEEN REPORTED FRAUD. XXXX XXXX {$120.00} & XXXX {$210.00} MERCHANTS CREDITED. AGAIN WHY WAS I HELD LIABLE FOR THIS FRAUD OF XX/XX/XXXX {$470.00}???
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-26
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: This complanit is about how upset and concerned I feel about not receiving anu response from USAA Savings Bank. Back on XXXX, I sent them a dispute letter with all the proper documentation. I havent received any response or acknowledgment of my dispute. The involved accounts are : 1 ) account # XXXX, opened date XX/XX/XXXX original balance {$9300.00}. 2 ) account # XXXX, opened date XX/XX/XXXX, credit limit {$11000.00}. USAA is being negligent, unfair, and has committed some other violations to the FCRA, such as inconsistent credit reporting across bureaus, and reporting inomplete information. They have also failed to do the propeer investigation on this case, which looks like is not even a case for them. I am demanding the removal of the mentioned accounts. Thank you very much, CFPB.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20876
Submitted Via: Web
Date Sent: 2020-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-26
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2020 at around XXXX I attempted to deposit {$750.00} in cash into a XXXX ATM using my USAA debit card due to a misunderstanding about the partnerships between XXXX and USAA. When the transaction was almost complete, the XXXX ATM put an error message on screen and gave me my debit card back but had kept the money. I promptly submitted a complaint through the USAA app in the parking lot of the XXXX ATM about this incident. I made it very clear to the rep the details of the incident, however the complaint was filed internally and then denied within a few days. The following day on XX/XX/XXXX I called the XXXX this incident occurred at to give them a heads up about the issue. The employee, XXXX, had informed me that I need to get into contact with my financial institution about resolving this issue. A few days later I attempted to call USAA about this issue and the information they gave me was that the complaint was denied due to an internal investigation yielding no record of the attempted deposit. Unfortunately, there would be no record of the deposit because the deposit did not occur at a USAA ATM. After speaking to XXXX from XXXX again, he confirmed there was an overage for the audit of the ATM, though he would not confirm the amount. I attempted to get a USAA rep to contact XXXX to resolve the issue and she refused to do so on my behalf, however I was able to convince her to enter a 3-way call with the XXXX employee, XXXX. XXXX informed the rep of the company policy that they can not work directly with individuals that are not customers of their institution, but the USAA rep still said they are unwilling to work with other financial institutions. Eventually, once the 3-way call yielded no meaningful results I was transferred to a Senior VP of resolutions at USAA. This Senior VP took down my contact info and understood my issue. She also stated that she would have somebody get into contact with XXXX disputes department about this issue over e-mail. To this day, I have been unable to get into contact with said VP and she has yet to contact me about this issue as well. On the XXXX of XXXX, I reached out to XXXX via XXXX who escalated my issue and assigned me a specialist, XXXX. The following Monday, the XXXX, XXXX called me, and we discussed this issue where he informed me of the same information that XXXX had. He had said that this issue is very common and that it is very standard for the other financial institution ( in this case USAA ) to contact XXXX to get this resolved. I called a rep of USAA on the XXXX and explained my situation, they informed me they would file a different kind of dispute that would hopefully make it to XXXX with the case # XXXX. It was eventually denied. On XX/XX/XXXX I reached out to another rep, gave them the details of my situation yet again as well as the case number. They told me the case was denied and refused to give me any helpful information. I asked them Did USAA ever attempt to contact XXXX? They refused to answer with a yes/no and only read me the denial letter. They did this multiple times throughout our conversation and I still have no idea if USAA ever attempted to contact XXXX about my dispute. I asked her What is your name? and she promptly hung up the phone. At this point USAA is refusing to contact XXXX on my behalf, and XXXX is refusing to work with me as an individual, so I have no options other than to file a complaint.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 44012
Submitted Via: Web
Date Sent: 2020-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-26
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I have contacted USAA and with no resolution. I have also filed a previous complaint with CFPB and in return, USAA continues to call me 3-4 times a day harassing me with voicemails. I have spoke to several representatives from USAA and again, with no resolution, they keep telling me that theres nothing they can do, but yet continue to harass me several times a day with phone calls and voicemails. When I spoke with them, all they did was look for reasons to disregard the financial issues that took place, as well as the worldwide pandemic ( COVID-19 ) that also caused so many people to lose their jobs, including myself. Their complete disregard for these matters and continuance of trying to collect payments is inexcusable. Not only do they harass me with their phone calls, but the damage to my credit report is irreversible, the damage has been done, and further action needs to be taken.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AR
Zip: 720XX
Submitted Via: Web
Date Sent: 2020-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-26
Issue: Getting a loan or lease
Subissue: Fraudulent loan
Consumer Complaint: In XXXX of XXXX, Usaa bank and their " perferred partner '' XXXX XXXX XXXX pushed through a loan on a truck that was falsely advertised and in the contract was stated as a limited when it is infact not. The original loan assessor had declined the loan stating the vehicle was not at value and did not have advertised items. After 24 hours and a conversation I was not priviledge to the loan officer and the sales associates came to an agreement and the loan was granted. I became extremely skeptical about this but a new loan officer was attached to my account and I was sold a truck that is not what the sales company stated it was inorder to get the loan approved I believe the loan officer and the salesman came to an arrangement on the contract allowing it to go through. The truck is worth maybe 2500 in current condition and I am stuck with a XXXX loan. This loan was based on the trucks condition of good or very good when at best its poor. Stated there would be a new timing belt which couldnt be verified due to replacement sticker not being on case and without opening the case I'm having to trust their word. The lift was done incorrectly the power steering rack doesnt operate correctly, does not run perfectly, had tears in seatbelts, there isnt a tow package on the vehicle which was stated in thr loan, non alloy wheels, no bluetooth XXXX, and basically 80 % of the actual advertised truck condition was a lie.I tried asking what changed and why they approved the loan when I realized they forged documentation stating the truck was limited and it most certainly isnt. I havent been able to get either company to take responsibility and they both stated to take them to court.
Company Response:
State: WA
Zip: 98271
Submitted Via: Web
Date Sent: 2020-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-26
Issue: Took or threatened to take negative or legal action
Subissue: Collected or attempted to collect exempt funds
Consumer Complaint: XXXX ) USAA REVERSES MERCHANTS CREDITS Leaving consumers liable for fraud when they are supposed to be no liability. USAA FABROCATED FRAUD I DID NOT REPORT reversing merchants credits on returned goods. See attatched XX/XX/XXXX FRAUD CLAIM INVESTIGATION RESULTS ( ** I did NOT REPORT FRAUD ON {$210.00} XXXX RETURNED ITEM ) USAA FABROCATED THIS FRAUD. Kindly Note The credits we deposited at beginning of the investigation have been reversed??? See attatched XXXX XX/XX/XXXX statement CLEARLY THERE ARE NO USAA CREDITS TO REVERSE. THERE ARE ONLY. MERCHANTS CREDITS. See attatched FRAUD CLAIM RESULTS XX/XX/XXXX {$120.00} XXXX XXXX ** ( I DID NOT REPORT THIS RETURNED ITEM AS FRAUD. ) Again see XX/XX/XXXX statement attatched THERE ARE NO USAA CREDITS TO REVERSE. THERE ARE ONLY MERCHANTS CREDITS. XXXX ) See attatched CREDIT CARD FRAUD CLAIM of XX/XX/XXXX completion of fraud CLAIM DATE XX/XX/XXXX {$470.00}. Again see attatched XX/XX/XXXX statement. {$470.00} FRAUD I REPORTED ** CLEARLY DOES NOT INCLUDED {$120.00} XXXX XXXX OR {$210.00} USAA HAS CHEATED ME HOLDING ME LIABLE USAA HAS PROVIDED NO FRAUD CREDITS I AM DUE {$340.00}. SHAME ON USAA UNEARNED FRAUD INCOME.USAA HAS ALSO LIED ON MY CREDIT REPORTING I REPORTED FRAUD ON RETURNED GOODS DESTROYING MY CREDIT SLANDERING MY GOOD NAME FOR THE SAKE OF UNEARNED XXXX ) USAA XXXX NOT RESOLVE FRAUD TIMELY!! Kindly Note CREDIT CARD FRAUD CLAIM LETTER OF XX/XX/XXXX ** IS COMPLETING INVESTIGATION OF XX/XX/XXXX. IT TOOK USAA A YEAR JUST TO COMPLETE INVESTIGATION AND XXXX YEARS LATER USAA STILL HAS NOT PROVIDED THESE FRAUD CREDITS DUE ME XX/XX/XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-26
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: USAA REVERSES MERCHANTS CREDITS. see attatched XXXX card XXXX statement XXXX MERCHANT CREDIT XXXX XXXX ** THREE MONTHS LATER REVERSED see attatched XX/XX/XXXX card end XXXX statement XXXX XXXX (SECURITY ADJUSTMENT OF) CREDIT REVERSAL XXXX ** NEW PURCHASE I DID * NOT AUTHORIZE. USAA STEALS MERCHANTS CREDITS. ONLY ONE CREDIT CAN APPLY** THE MERCHANTS THEN IS REVERSED. IT IS THE ONLY CREDIT APPLIED. (FUNNY WHEN I DISCUSS THIS WITH USAA FRAUD DEPARTMENT WE HAVE TECHNICAL DIFFICULTIES OR I AM HUNG UP ON. USAA STEALS MERCHANTS CREDITS.)
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-26
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: See attatched USAA IRS FORM 1099-C CANCELLATION OF DEBT MC end XXXX XX/XX/XXXX. DEBT DISCHARGED XXXX see attatched USAA Confirmation of Settlement USAA XX/XX/XXXX CONFIRMS on XX/XX/XXXX SETTLED ** A YEAR LATER. THAN XXXX?? This debt is considered as " settled for less than full balance '' and was ( ** reported accordingly to the credit bureau agencies. ) USAA HAS DESTROYED MY CREDIT FOR YEARS. USAA COLLECTS ID REP XXXX DEMANDING PAYMENT MADE TODAY. This account shows sold on XXXX XXXX. It was Opened XXXX & shows a different account number on XXXX Report. This account is NOT OWED OR DELIQUENT!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-26
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: See attatched XX/XX/XXXX statement USAA POLICY TO BEGIN INVESTIGATIONS USAA POSTS Adjustment Purchases which are internal temporary credits until merchant credits post while investigating TOTAL {$320.00}. ( WHY DID USAA POST TEMPORARY CREDITS OF {$320.00} XX/XX/XXXX IF NO FRAUDULENT ACTIVITY ON THIS ACCOUNT? ) see attatched XX/XX/XXXX statement Adjustment Purchases Temporary Credits TO BEGIN FRAUD INVESTIGATIONS TOTAL {$1.00}, XXXX WHY DID USAA POST THESE TEMPORARY CREDITS? THERE IS NO RESOLVE TO ANY OF THIS FRAUD XX/XX/XXXX & XX/XX/XXXX TOTALING {$2.00}, XXXX. BEGINING INVESTIGATIONS OF FRAUD NEVER RESOLVED.??? WHAT IS RESOLVE OF ALL THESE INVESTIGATIONS BEGUN XX/XX/XXXX & XX/XX/XXXX?? STATUES STATE 2 BILLING PERIODS RESOLVE. Why has there been no documentation OF COMPLETION OF THESE INVESTIGATIONS.?????
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A