Date Received: 2020-05-26
Issue: Problem with a purchase shown on your statement
Subissue: Overcharged for something you did purchase with the card
Consumer Complaint: XX/XX/2019 XXXX 's REFUNDED {$200.00}. & {$280.00} for items Not Delivered. XX/XX/2019 USAA CHARGED THESE AS NEW PURCHASES ** AFTER MERCHANT CREDITED. USAA posted adjustments ** 3 days AFTER Merchant Paid. USAA adjustment purchase of XX/XX/2019 WAS THE SECOND CREDIT ** AND THEREFORE DID NOT APPLY. ( **You can NOT have TWO CREDITS for ONE purchase.!!! ** ) USAA REVERSED MERCHANTS CREDITS {$200.00} {$280.00} XX/XX/2019 Kindly Note TOTAL CREDITS FOR THIS PERIOD ** DID NOT INCLUDE ANY USAA CREDITS. TOTAL CREDITS {$910.00} APPLIED XX/XX/2019 ARE ALL MERCHANTS CREDITS. ( There were No ussa Credits Applied to Reverse!!!!!!! )
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: 2020-05-25
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: On XX/XX/XXXX, I made a {$1000.00} payment on the USAA app towards my credit card balance. USAA drafted the funds out of my XXXX XXXX XXXX checking account but never applied the payment towards my credit card. I reached out to them a couple of time and finally on XX/XX/XXXX, a work item was established by them to review my complaint. On XX/XX/XXXX they sent a letter asking me to get a copy of the ETF form from the bank and a copy of the cleared check. XXXX XXXX XXXX does not keep etf data past three months and no paper check was ever generated since USAA sent an electronic request for the funds. I sent USAA a copy of my bank statement showing the internet payment to them. On XX/XX/XXXX, USAA sent me a letter stating that a billing error did not occur and no further action would be taken. On XX/XX/XXXX, I spoke with XXXX at USAA and we went around several times regarding my inability to provide electronic records of a payment initiated on their app. Finally I asked to speak to someone else and was then transferred to XXXX in Executive Relations Team. He told me that without an etf form from the bank they could not help me and my bank statement was not adequate.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27278
Submitted Via: Web
Date Sent: 2020-05-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-24
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: From XXXX I was in multiple XXXX XXXX ( XXXX XXXX ) while in the US XXXX on XXXX XXXX. Regrettably, my command decided NOT to pay perdiem or allow a XXXX Permanent Change of Station ( XXXX PCS ) while traveling from XXXX XXXX, XXXX to XXXX XXXX XXXX XXXX XXXX XXXX ( XXXX ) once a week for treatmemt. It was an 80 mile trip one-way and a hotel stay each week. It took a horrible toll on my finances. A Medical PCS would have allowed me to move to the XXXX, XXXX area to be co-located with XXXX for Treatmemt and would have been much less stressful financially and personally. During the XXXX XXXX and subsequent forced retirement, both of my parents died of XXXX. My mother didnt have the finances to prepare for burial or taxes on her condo so, I had to pay for that in addition to my medical care. Because of all of these financial burdens, I choose to hire XXXX XXXX to help arrange payment of my debts in XXXX. They arranged for all payments and negotiations of debts successfully. Unfortunately, XXXX XXXX is one of the many debts that is nagging me ; I currently receive a CHARGE OFF every month although the debt was originally charged off in XXXX! Therefore, every month my credit score takes as much as a 12 point plummet! Ive disputed the issue a few times only to find that the amount owed inexplicably changed! Im truly at a loss and do not understand why this continues to happen. I am a XXXX XXXX XXXX Veteran with XXXX, XXXX, XXXX, XXXX XXXX, XXXX, XXXX, and XXXX XXXX, in addition to a litany of other ailments. I need a place of solitude and quiet to live yet, am being prevented from buying a home due to some glitches with my credit report that make no sense. I am currently forced to live in an apartment that charges for credit checks and background checks yet, does not actually do them. Police are there monthly and alcoholics and drug addicts are my neighbors! The landlord is a slumlord yet, I cant get a lawyer to take my case to even get air conditioning installed or screens placed into the windows ... which is illegal here in XXXX! To make matters worse, Im stuck in a hotel right now because my apartment flooded on XXXX XXXX ; the day before the anniversary of my fathers passing. Ill still be here on the anniversary of my mothers passing on XXXX XXXX ; the flood was THAT bad! The management is NOT paying for the stay either : thankfully I have renters insurance. Other, more legitimate apartments, are about as thrilled with my credit score as lenders! The above is why I am desperately trying to work on my credit now. My credit score has come a long way since my parents and grandmothers passing within the past 7 years, my forced retirement, and divorce from an XXXX XXXX husband. I have another XXXX XXXX scheduled XXXX XXXX and would like nothing more than to know that my life is TRULY getting back on track. It would be even more beneficial if, while my furniture is in storage due to flood repairs, I could purchase a home prior to XXXX ( or I could qualify for a different apartment ) would be quite beneficial! Your help will be greatly appreciated! Any further documentation you may need from my doctors or the courts can be provided upon request ; I just dont want to overload you. VR, XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 863XX
Submitted Via: Web
Date Sent: 2020-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-23
Issue: Fraud or scam
Subissue:
Consumer Complaint: I was trying to purchase a tablet online and the seller asked to use XXXX for the transfer. I had never used XXXX previously but saw it on my Bank ( USAA ) website and trusted it. The seller asked to send the money to XXXX account XXXX XXXX XXXX. I sent {$300.00} to XXXX and in turn was provided with a tracking number ( XXXX ) for a shipping company called XXXX XXXX XXXX. All this information was passed between my phone number and the sellers phone number ( XXXX ) XXXX. After waiting a few days the package never arrived and now the seller is asking for more money. After telling them I am not sending more money they have stopped contacting me. Also, after further research, it appears that XXXX XXXX XXXX is a fake website an company used by these scammers.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-05-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-22
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: USAA RESOLVES FRAUD BY CONFIRMING IT DID NOT EXSIST.!!! See attatched USAA letters VERIFY USAA CREDIT CARD FRAUD CHARGES ***** If you still believe these charges to be fraudulent NO FURTHER ACTION IS NEED and We Will Continue to pursue this claim as fraud on your behalf**** of XX/XX/XXXX, {$49.00} XX/XX/XXXX, {$10.00} XXXX XXXX XXXX XXXX XX/XX/XXXX, {$12.00} XXXX & XX/XX/XXXX {$12.00} ( **USAA HAS NEVER PROVIDED CREDITS I ASKED FOR A REVIEW AND USAA SAYS DID NOT HAPPEN*** ). see attatched XX/XX/XXXX REVIEW OF YOUR FRAUD CLAIM IS COMPLETE *** No FRAUDLENT Activity Found After Review of Your Claim. ***??? How can there be No Fraudulent Activity when LETTERS XXXX XXXX ARE OF FRAUD TRANSACTIONS NEVER RESOLVED BY USAA.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-05-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-22
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: MY COMPLAINT IS AGAINST USAA : ** BLATANT DISHONESTY!!! See attatched XX/XX/XXXX USAA CREDIT CARD FRAUD CLAIM Claim Date XX/XX/XXXX Amount {$470.00} ****** UNAUTHORIZED*****. USAA has never provided credit for this fraud of XXXX. I SUBMITTED A WORK ORDER TO REVIEW 18 Xs over past two years. See attatched USAA : REVIEW OF YOUR CLAIM IS COMPLETE dated XX/XX/XXXX XXXX NO FRAUDULENT ACTIVITY FOUND AFTER REVIEW OF YOUR CLAIM what?? ****** see attatched USAA XX/XX/XXXX STATEMENT **** NO USAA CREDITS**** MY OPINION USAA ARE CRIMINALS. I AM AN ID THEFT *VICTIM XXXX YR OLD *DISABLED XXXX YR MEMBER *ABUSED BY USAA. ( USAA HAS DESTROYED MY EXCELLENT CREDIT WITH USAA DISHONESTY. )
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-05-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-22
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: See attatched USAA STATEMENT of XX/XX/XXXX MC end XXXX. I DID NOT OPEN THIS ACCOUNT. How are there charges USAA hold me liable for when I NEVER OPENED OR ACTIVATED THIS CARD?? USAA please provide Written Documentation of Drivers License and original signature REQUIRED BY USAA POLICY TO OPEN THIS ACCOUNT. WHEN & WHO ACTIVATED?? How are there charges on a card I HAVE NEVER HAD POSSESSION OF?? The documentation provided to USAA to open this account PROOVES This is THE CRIMINAL.. Show this documentation to FBI. USAA HAS HELD ME LIABLE FOR ID THEFT SINCE XXXX NO RESOLVE.see attatched ADDITIONAL USAA ACCOUNTS IN MY NAME ALL AT SAME TIME.?? HOW MANY ACCOUNTS CAN ONE PERSON HAVE? I ONLY OPENED & AUTHORIZED THE MC end XXXX IRS CANCELED DEBT * DEBT DISCHARGED XXXX DEBTOR NOT LIABLE FOR DEBT & this is DELIQUENT ALSO?? ID THEFT BEEN GOING ON A LONG TIME @ USAA I WAS UNAWARE. MY CREDIT DESTROYED.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-05-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-22
Issue: Getting a credit card
Subissue: Problem getting a working replacement card
Consumer Complaint: I have had ongoing problems with USAA as a provider of financial products. By and large, I am limiting comments to the most recent, and pressing matter. But it's worth noting that in general it takes an average of 30 ( at best ) to 120 ( at worst ) minutes to resolve simple matters with USAA, including items such as : 1 ) asking what the APR on an existing credit card is, 2 ) asking whether two payments and one credit covered an existing month 's credit card balance, 3 ) asking for an explanation of adjustments to a balance, or features on an existing account. Often USAA must be contacted up to 3 times to handle a single issue. I have communicated with USAA about these types of problems, and that there is a significant issue with the ability of representatives to handle even the most basic of requests. I have made many good faith efforts to make USAA aware of the problem. Please note : I am currently not in the United States, and left on a trip in late 2019 which then got extended beyond what i had expected. I did check with USAA before I left on my trip and informed them, and have been in touch with them subsequently as well. Most recently USAA contacted me while I was overseas during a pandemic to notify me of a {$10.00} charge that they felt was suspicious. When I contacted them about their concern, I could not confirm whether the charge questioned issued from me ( but it's difficult to know because different businesses use different names, shopping carts and vendors, and USAA provided extremely little information even after more than 3 or 4 verification ( s ) - 1st by computer, then with a representative, then with a supervisor ) Against my wishes, and despite the fact that I told USAA that doing so would greatly increase current difficulties related to what is being experienced worldwide due to the pandemic, and in my current situation, USAA representatives went ahead and blocked my credit card right before a holiday weekend ( XXXX XXXX ) in the United States. Taking this action means that it will be hard to have any kind of resolution in the next 3 days while USAA is closed. In addition, USAA has greatly restricted the ability to contact them by website. And their chat feature frequently doesn't work, or disconnects in the midst of the chat. They have not replied to past messages and documents I have uploaded and sent to them. Prior to USAA blocking my credit card I was in the middle of making lodging arrangements ( using the USAA card ) and their action could potentially put me in a situation of being without lodgings. I do not have sufficient time to transfer adequate funds to cover the cost of a month 's lodgings, and at the last moment on a Friday I can not transfer funds from the financial institutions in the USA as it takes a few days to do that - and now - with the long weekend - could take up to 5 days. Not being a citizen of the country I am in I am unable to access a bank account here, whereas in the USA it would be easy to walk in and get funds. My request to USAA were several simple things : 1 ) Hold off on blocking the card for a few days to a week, at least until after the weekend so I can make my lodging arrangements, 2 ) Expedite a replacement card to me so that I do not have to wait more than half a month for one. 3 ) Put me in touch with a supervisor who can speak with me quickly about a solution The USAA representative I spoke with, as is frequently the case with USAA, could not reason a way to a solution, and refused to consider any possibility accept immediate blocking of the card. When I asked for a supervisor I was put in touch with XXXX in Executive Resolution, who told me that : 1 ) USAA has no way to expedite a replacement credit card overseas and that it would take a minimum of 7 to 10 days to have a new card delivered 2 ) There is no way the current card can be left active until a time when I would be sure of lodgings and in a better position to handle the situation 3 ) A request to speak to someone who could better understand the situation and offer potential solutions - or perhaps a workaround - could only be handled in " 24 hours '' by an unknown, unnamed someone who might ( or might not ) get back to me. ( as mentioned USAA frequently does not respond or follow up, even to written requests ) When I pointed out to XXXX that I worked for a multinational company and that we regularly not only delivered personnel overseas ( but critical documents ), even in the time of war, and that it seemed very unusual that most any citizen in the USA could walk into a post office and expedite a card and yet a company ( USAA ) that advertises as being able to serve members of the military ( and their families ) who work all over the world - but that it was beyond her ability - and the ability of USAA - to help by getting a card delivered more quickly - she continued to say that it was not an option. I also asked her if the CEO of USAA was overseas and needed a critical document expedited to him, did she think that that could be made to happen? She went on to explain that the building where the cards are made is a separate location. When I pointed out that managers are hired and paid to solve unusual and serious problems ( lack of housing in the middle of a pandemic ) and that surely there was a phone at that other location and people who could be contacted, XXXX continued to insist that there was no process at USAA for expediting anything overseas. When I started my trip I had no way of knowing I would be away as long as I have been. Nor did I know that a pandemic would engulf the world. I equally could not have predicted that a {$10.00} charge ( that didn't even hit my account, USAA stopped the charge from being processed ) would cause USAA to freeze the card before a holiday weekend in the states when their offices would be closed. I understand the need to guard against fraud. But a bank is in no real peril when a {$10.00} charge is made on a card ( which might or might not be fraud ) and the exposure they have - especially when the customer is working with them - is minimal. But to suddenly sever access to a line of credit during a pandemic when someone is in the midst of managing stressful and important transactions - with no room for flexibility, nor any kind of reliable follow up, is grossly unfair to the consumer. Additionally, I pointed out to XXXX that the replacement card COULD be expedited to a family member of mine who could then Expedite it to me. XXXX was not interested in this option and continued to robotically tell me that there were no other options than the ones she was presenting. These people sit in call centers insulated from any kind of consequence for their actions, and they go home to their families wanting them to be safe and well. But when other people are relying on their promises and their ability to capably handle even the most basic of problem solving they regularly let people down. I had to previously file a complaint to the FTC about the telecommunications company that is providing me cell phone service overseas. And ONLY AFTER the complaint did the company fix the issue ( it was sent to a special department that handles FTC complaints ). That issue also created severe problems, and is a piece of the reason I have had trouble being in touch with USAA ( an issue they have no sensitivity or understanding about ). Just as I can not control the subcontractor agreements between telecommunications providers in the USA and overseas, I can not control the Financial institutions that issue promises of service and help. USAA employees by their actions are impacting people in a real world, and often, a complex world, far beyond their cubicles. But they seem not up to the task. To make matters worse - and although it is not a significant issue - it still is one that adds insult to injury and shows just how poorly regulated and managed USAA is, I have for some time now tried to track down a comment that USAA Savings Bank issued to my credit reports about a Savings Account I don't even own or have. I have no account with USAA other than my credit card account and an auto / property insurance policy. I have asked USAA numerous times to put me in touch with someone who can tell me what this comment on my credit report is about. It is extremely difficult to get someone who can answer this. And the comment on the credit statements ( that i can see XXXX says to contact USAA to find out what the issues is about. The issues I faced today with USAA took hours to resolve. The last piece of information I can offer is that I received a notice from the airline carrier that claims their data files were hacked. The carrier claims that no credit card information was accessed. But I do not know if any of the issues mentioned have anything to do with the disclosure from the carrier, nor whether the timeline of the hacking and seemingly subsequent issues are at all related. What I do know is that after being a reliable customer for 24 years that pays all of their bills, USAA does not do what they advertise and claim. They have lofty ideas of helping their customers when they have an issue, but their staff can not even problem solve the most basic of issues or obstacles. And under pressure they do not respond like people who you could count on when things are actually difficult. As a company that claims to be able to support people around the globe, they can't even get a replacement credit card overseas by XXXX XXXX. A challenge too formidable for their managers. Ps. I had a much less serious situation arise in the USA some time ago where a credit card hadn't been delivered. The representative I spoke with at that company was able to send it XXXX XXXX and i had it the next day.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 02478
Submitted Via: Web
Date Sent: 2020-05-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-22
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I filled a claim with USAA about a fraudulent charge and give them a signed letter from the company that stated one of their employee 's fraudulently used my information and USAA says to bad! I have also tried to get in touch with XXXX XXXX who USAA stated in their response from previous claim that he would be happy to assist me ... I have tried to call USAA, chat with USAA in order to obtain his contact information and they can't seem to find him or I get hung up on!! I tried to close this account and was told I could not!!!!! I want to file an appeal and and XXXX XXXX to contact me ASAP
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: 538XX
Submitted Via: Web
Date Sent: 2020-05-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-22
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: An incorrect negative statement was filed by USAA Credit Card. I protested to them and filed a complaint with XXXX and my credit score ( FICO ) dropped from XXXX to XXXX and continues to drop. They have made promises that it will return but nothing has changed.Please help, I have always had an impeccable credit scores with NEVER a negative filing for over 50 years!
Company Response: Company can't verify or dispute the facts in the complaint
State: WA
Zip: 991XX
Submitted Via: Web
Date Sent: 2020-05-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A