Date Received: 2020-05-21
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I AM A XXXX XXXX XXXX XXXX VICTIM OF ID THEFT. XX/XX/2020 I recieved XXXX Notice of Investigation into USAA ACCOUNT DEBT FTC ID THEFT ( see attatched report ) case XXXX VERIFYING WRITTEN DOCUMENTATION SIGNATURE & XXXX LICENSE TO VERIFY I OPENED THIS ACCOUNT.??? SUDDENLY XX/XX/2020 USAA STOPS VERIFYING ME USING MY INSURANCE DATA SERVICES PROFILE AS THEY HAVE BEEN DOING THE PAST 35 YEARS.?? SUDDENLY USAA DEMANDS MY DRIVERS LICENSE WHAT? HUH? WHY? TO RECOVER A PROFILE ON ACCOUNT I HAVE CONFIRMED I DID NOT OPEN?? VERY SUSPICIOUS USAA. MY COMPLAINT IS USAA IS DEMANDING I RECOVER A PROFILE NOT MY ACCOUNT. I DO NOT TRUST USAA. ( ** HOW SNEAKY JUST AFTER XXXX WILL BE REQUESTING DOCUMENTATION FROM USAA, USAA REQUESTS DOCUMENTATION FROM ME * THEY HAVE NOT NEEDED PREVIOUSLY?? ) AGAIN WHY WOULD I WANT TO APPEAR I DID OPEN AN ACCOUNT I DID NOT OPEN?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-22
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I have filed a dispute in regards with the incorrect items on my credit report. It has been well over 30 days and i haven't received any investigation results.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 71360
Submitted Via: Web
Date Sent: 2020-05-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-21
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 claim date of XX/XX/XXXX {$470.00} dated XX/XX/XXXX COMPLETING INVESTIGATION CONFIRMED UNAUTHORIZED TRANSACTIONS *** A YEAR LATE! USAA HAS NOT PROVIDED TEMPORARY OR PERMANET FRAUD CREDITS XX/XX/XXXX OR MADE TEMPORARY PERMANET CREDITS. See attatched XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX letters all state : VERIFY USAA CREDIT CARD FRAUD CHARGE ** NO FURTHER ACTION IS NEEDED AND WE WILL CONTINUE TO PURSUE THESE CLAIMS AS FRAUD ON YOUR BEHALF. USAA HAS NEVER COMPLETED OR RESOLVED ANY OF THIS FRAUD {$12.00} {$49.00} {$12.00} {$10.00} {$11.00} {$13.00} {$15.00} {$23.00} EITHER. USAA LEAVES CONSUMER WITH FRAUD. USAA IS NOT ZERO LIABILITY. Kindly Note it took a year to complete XX/XX/XXXX fraud investigation & credits still NOT provided HOW LONG UNTIL USAA COMPLETES THESE INVESTIGATIONS OF FRAUD XXXX & XXXX??? NEVER?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-21
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: See attatched XXXX Report of XX/XX/XXXX ERRORS INVESTIGATED HAVE NOT BEEN FIXED. see attatched USAA Letter of XX/XX/XXXX CONFIRMING USAA mastercard credit card ending XXXX was settled XX/XX/XXXX AS DELIQUENT ACCOUNT. See attatched USAA mastercard STATEMENT of XX/XX/XXXX ending XXXX OOOPPS HOW DID THIS POP OPEN AT THE SAME TIME XXXX SETTLED AND DELIQUENT ACCOUNT. USAA WOULD NOT OPEN AN ACCOUNT WHEN DELIQUENT?? WOULD THEY?? I DID NOT OPEN THIS ACCOUNT. See attatched USAA CREDIT CARD FRAUD CLAIM VISA card ending XXXX date XX/XX/XXXX UNAUTHORIZED TRANSACTIONS {$470.00}. I DID NOT OPEN THIS ACCOUNT EITHER. USAA DID WHEN MCs became VISA XXXX. I WAS UNAWARE UNTIL FRAUD NEVER RESOLVED ON ACCOUNTS I DID NOT OPEN BEGINNING XX/XX/XXXX. USAA HAS NOT YET CREDITED THIS FRAUD OF XXXX XXXX YEARS. I DEMAND MY DRS LICENSE TO OPEN & ORIGINAL SIGNATURE OF WHO OPENED THE ACCOUNTS AFTER CARD XXXX Settled XX/XX/XXXX BE VERIFIED OR ACCOUNTS DELETED.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-21
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I AM A XXXX XXXX YEAR OLD VICTIM OF IDENTITY THEFT. I DID NOT OPEN THIS USAA ACCOUNT. XX/XX/2020 I submitted investigations to XXXX & XXXX of USAA CREDIT REPORTING PROVIDING FTC ID THEFT REPORT XXXX & REQUESTING ORIGINAL WRITTEN DOCUMENTATION I OPENED THIS ACCOUNT TO VERIFY THIS ACCOUNT WAS/IS MY ACCOUNT.??? SUDDENLY, after 35 years of USAA VERIFYING ME WITH MY PROFILE DATA FROM MY AUTO INSURANCE ** SUDDENLY MY DRIVERS LICENSE IS NEEDED.??? XXXX How SNEAKY of USAA TO SUDDENLY NOW BE ** UNABLE TO VERIFY ME ( after 35 yrs of verifying ) ME & ASK FOR A COPY OF MY DRIVERS LICENSE?? USAA IS THIS TO DOCUMENT PROOF I OPENED THIS ID THEFT ACCOUNT PERHAPS USAA???? I DO NOT TRUST USAA.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33713
Submitted Via: Web
Date Sent: 2020-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-20
Issue: Money was not available when promised
Subissue:
Consumer Complaint: i havent received any money put on my card, i called customer multiple times and havent been able to reach anyone ive been on hold for longer than 4 hours. im depending on this money in order to survive with paying my bills and everything please email me back at XXXX XXXX XXXX XXXX to let me know ways you guys can help me. thank you
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19023
Submitted Via: Web
Date Sent: 2020-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-20
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 IS GUILITY OF OBSTRUCTION OF JUSTICE. 1 ) USAA Refuses to provide Documentation upon Completion of Fraud Investigations per Statue. 2 ) USAA does Not Resolve Fraud within 2 billing periods per Statute. 3 ) USAA does Not Provide Timely Fraud Credits per Statues. 5 ) USAA posts SURPRISE FRAUD CREDITS XX/XX/XXXX {$460.00} HIDING DOCUMENTATION OF SPECIFICALLY WHAT TRANSACTION DATES FRAUD IS CREDITING ON WHICH CARD per statues. I have requested numerous times TO NO AVAIL. 6 ) USAA COLLECTS ON ID THEFT against Statue. See attatched XX/XX/XXXX FRAUD CLAIM DATE XX/XX/XXXX {$470.00} UNAUTHORIZED TRANSACTIONS COMPLETED FRAUD INVESTIGATION. USAA Is this what the surprise credits are for XX/XX/XXXX?? IS USAA FINALLY PAYING FOR FRAUD THEY HELD ME LIABLE FOR FOR TWO YEARS?? THE ACCOUNT THAT DESTROYED MY CREDIT?? THE ID THEFT case XXXX??? USAA IS PROVIDING FRAUD CREDITS TWO YEARS LATE AND REFUSES TO DOCUMENT. Why????????????? ( 6 ) STATUES BROKEN WHY IS USAA ABOVE THE LAW ON ALL 6????
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-19
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: USAA stopped follow reg E due to their contract with Visa this is not a Government mandated change but an internal policy that does not follow government laws. This is confirmed by the recorded call between myself and XXXX XXXX XXXX Advocacy Advisor for USAA.
Company Response:
State: TX
Zip: 78229
Submitted Via: Web
Date Sent: 2020-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-19
Issue: Money was not available when promised
Subissue:
Consumer Complaint: XX/XX/XXXX, deposited onus check from my mother in law to purchase a travel trailer. XXXX made available, XXXX withheld. Talked with chat, asked to release hold as mother in law banks with USAA, can verify issuance and USAA can verify availability. Agent refused, said hold is to protect USAA from itself. XX/XX/XXXX, transferred XXXX from my savings to checking to cover cost of travel trailer $ XXXX. XX/XX/XXXX, called XXXX AZ time, spoke with female, asked options to transfer funds to another member. She informed me they could do real-time transfer, no restrictions, put me on hold to confirm no limit cap. Advised ok to proceed. To avoid a scam, we didn't want to do the transfer until we were in person, so we opted to call back. XX/XX/XXXX, called XXXX AZ time, spoke with female who couldn't do transfer as she doesn't have resources. She cold transferred me to the executive resolution team. the gentleman seemed caught off guard, asked some questions as to why I deposited a large check. I told him we were purchasing a travel trailer, told to call back to do XXXX transfer. gentleman said he cant do it - I asked to escalate, he offered callback, I demanded a supervisor, he declined. I was told a suspicious deposit needs 5 days to clear. I said suspicious deposit, you released XXXX, I moved XXXX AND I was told there would be no issues doing over the XXXX limit, getting an exception. I also cited the website that said for over XXXX, call. The gentleman refused to transfer my money. Finally I transferred XXXX, my husband called on another line and they approved a XXXX transfer. In summary, there are inconsistent expectations and policies being cite. Consumers are being asked to jump through hoops and no exceptions can be made. I offered to have my mother in law verify the activity, confirm funds, speak with this as she was at my house. I reiterated there is no hold on the XXXX and I have an available balance of XXXX, so I'm confused why a transaction from one USAA member to another can not be done. Apparently it can if you make multiple calls. I work for a major bank, handing escalated complaints, involving CFPB. The course of actions taken, promises made, and the ultimately resolution should all be reviewed. My husband and I did everything we could to make a safe and sound purchase. I was advised that the check I deposited the night before could not be viewed, that all checks are treated the same. Seems like a system limitation as remote deposit should be able to make images available within 1 day and that onus checks should not receive a hold - at the very least, if a hold is required, a verification of funds and/issuance could have occurred. It concerns me that when I needed my bank the most, they set false expectations, made me as the consumer jump through hoops and even encouraged floating money between accounts to get around their XXXX cap on the transfer. Also, when attempting to escalate, I was told I couldn't and no one was available. USAA reps put me in a vulnerable situation where I was trying to be proactive to avoid being scammed and to clear the funds.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85251
Submitted Via: Web
Date Sent: 2020-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-19
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On Tuesday, XX/XX/XXXX, I discovered a " Pending '' transaction on my checking account with USAA FSB. I advised USAA FSB that this was an erroneous transaction and requested the " hold '' to be removed and the funds released to the " available funds '' category. The representative refused to assist me by telling me that I needed to call the merchant and then call USAA in a conference call. I argued with the representative on the chat and demanded that they remove the " hold '' and release my funds. The representative would not budge and did not offer any other resolution, other than to call USAA and XXXX and have a conference call about the disputed transaction. After being very stressed and upset over this, I called USAA FSB and spoke with a live person. I explained the situation and that I needed these funds released from this " Hold '' because it drained my account to XXXX. I told her about my hardships with the recent virus and was still denied a release of this " hold '' so I could access my funds today. Her resolution was to call the merchant and get them on the line so they could provide her with the hold authorization number. So, I called XXXX and spoke with a representative who provided the USAA representative with an invoice number and said that was the only number she could provide. The USAA representative told the XXXX representative that the information she provided was not the same information on their system. Again, I was denied having the " hold '' released and was told that I would have to wait for the transaction to " post '' and then dispute the transaction. Needless to say I was extremely upset and asked to speak with both, USAA and XXXX 's supervisors. The XXXX rep explained to the USAA rep that they do not have access to any other number and did not even seem to know what a hold authorization number was. At this point I told XXXX to issue me a refund, which she said they did. The XXXX rep hung up while I was waiting for the USAA Supervisor, who identified herself as XXXX of Executive Resolutions. I explained the whole scenario to her, including that I was told by two of USAA reps that I needed to get the merchant on the phone. I complied and still could not get this removed. XXXX then advised me that she could not do anything because it was too late and the erroneous payment was going to post this evening. After arguing with her that I wanted to speak with her Supervisor, she told me that there was no one above her. I did not give up and she eventually but me on a lengthy hold. Only for her to come back and ask for my phone number and that someone would contact me by the end of day today, XX/XX/XXXX. Not having these funds available to me today has caused me great stress, and receiving so much conflicting information about when my funds would be available again, and USAA 's refusal to release my funds has prompted this complaint as well as my intention to severe my 35 year relationship with USAA. I think it is horrendous that a bank can " hold '' my funds hostage even after a dispute of the transaction was relayed and communicated by their customer. The XXXX Consent Order issued by the Bureau of Consumer Protection on this exact issue, obviously, is not being followed by USAA. They are continuing to violate the EFTA Act and Reg E by continuing to fail to stop pre-authorized electronic fund transactions upon consumer request and proposed no resolution.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2020-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A