Date Received: 2020-05-19
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: On XX/XX/XXXX - XXXX, we were in XXXX XXXX, CO babysitting our grandchildren ( ages XXXX & XXXX ), their mother was at a XXXX inservice and there was no school for children. On XX/XX/XXXX miles away, someone made {$200.00} withdrawal at an ATM in XXXX XXXX, CO. We have another charge on the our credit card to show we ate breakfast in XXXX XXXX , and yet another charge at XXXX XXXX XXXX on a debit card at XXXX ( debit card is from our local credit union ), which shows we were in XXXX XXXX. We discovered this fraud charge on XX/XX/XXXX and called USAA immediately. USAA FSB VISA made an immediate adjustment and a new credit card was issued to my wife. We thought this was over, however, on XX/XX/XXXX, a rep from USAA Fraud called and left a voicemail to return a call. We thought it had already been taken care of, however, my wife returned the call and left a message. USAA did not return the call until XX/XX/XXXX, which was a voicemail asking for another return call. My wife returned the call on the XXXX, however, the rep did not pick up and she left a second voicemail. When my wife was unable to connect with the fraud rep, I checked my USAA credit card online, and the charge of {$200.00} had been reapplied. I called the USAA Fraud rep extension and left a voicemail ; I did not receive a call back. During the week of XXXX XXXX, we received a document asking us to swear to the fact that we did not make the alleged charge ; we signed the document asserting we DID NOT make the charge. Since that time, I have called USAA multiple times without any success. USAA Credit Card Service can not talk to the Fraud Dept, only leave an email?? Nobody has ever called us back or offered to resolve the fraud. On XX/XX/XXXX, I sent a registered letter to the XXXX of USAA detailing the calls and people we have talked to at USAA, no response was received ; I have the USPS Return Receipt to show it was received. We never went to XXXX on XX/XX/XXXX, or made a withdrawal on our credit card. We are both XXXX years old and we would never drive three or four hours with our grandchildren in the back of our car to make a cash withdrawal from an ATM XXXX miles away roundtrip.
Company Response:
State: WY
Zip: XXXXX
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: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: To whom it may concern, On XX/XX/2020, my partner contacted USAA savings bank to file a dispute to receive the money paid to XXXX for a trip to XXXX. When my partner spoke with the representative over the phone, the representative asked a series of questions and submitted the claims to the dispute department for review. There were temporary credits placed into our checking account, of roughly {$1800.00} immediately. On or around XX/XX/2020, we received notification that the temporary credit would be reversed because our dispute had been resolved in favor of the merchant due to a stoppage of services considering the pandemic. We immediately called the bank to try to understand what was happening. The bank notified us that we would have to contact the merchant to retrieve our monies. We explained multiple times that the bank had shut down all customer service channels and there was no way to get in contact with them. We requested that the dispute be forwarded back to the dispute team. There was pushback from the representative and we requested to speak with a supervisor on staff. We were forwarded to a woman who was not a supervisor and who kept insisting that we contact the merchant for assistance. The representative attempted to XXXX a number for us to call and after we told her multiple times that we have exacerbated all numbers that we could find on any search engine. After going back and forth with the representative, we requested that she put in a request to speak with the dispute team and disconnected the call. The first dispute person who contacted us and stated that we may be able to resubmit the dispute if we could provide tangible proof that XXXX canceled our trip. If documentation would have made a better case for us, then why wasnt this documentation requested the first time? Nevertheless, with hopefulness, we provided this documentation, along with documentation from the hotel stating that they received reservation but were not paid, documentation from the airline that shows our reservation was canceled XXXX but did not have a payment to provide credit to us, and documentation showing attempts of us emailing customer service with undeliverable notifications. After providing all of this, the dispute was resubmitted, and we awaited the call. Around this time, we realized that the dispute had been submitted as a banking error and not under services not rendered so, we called the bank and filed a new dispute under the correct filing. The next call we received from the dispute team was less than favorable. The representative reported that there was nothing further that they could, and the documentation would not change the outcome of the decision. The bank still insisted that we contact the merchant. We went back and forth with the representative trying to find answers to what we could do to figure this out so we could obtain our money from the merchant since they obviously had no intention of returning our money. This representative hung up in our face ; thus, we contact a banking supervisor. The banking supervisor was helpful and submitted yet another request for us to be contacted by the dispute team supervisor. The dispute team supervisor contacts us later that day stating that the bank was making changes to their process to see if there was anything additional, they could do for their multiple members having the same issue with XXXX. However, she also reported that our dispute could not go any further because the initial dispute was filed as a recurring charge and that our payment plan with XXXX is not considered a recurring charge. When we asked her to explain what a recurring charge is considered, she explained that it is like a subscription service. We then asked her to explain why the bank expects members to know what the bank considers a recurring charge when guidance is not provided. The average person would consider a recurring charge to be something that happens repeatedlypayment plans, and even monthly bills take out the money in a recurring manner. The supervisor stated that the banking team takes notes on what is being told to them by the member and that the banking team does not have training in disputes. She also reported that the dispute team will call the members if they feel as if an error has been made. When we asked the supervisor why we were not contacted, despite having several disputes from other members for the same merchant and ours being listed as a recurring charge, she reported we wouldnt know it was recurring until the merchant responds back to our dispute. The USAA dispute team had us gathering documentation, sitting with long hold times with other businesses, and providing our findings to USAA for the supervisor to report that our outcome would not have changed from the initial submission on XX/XX/2020. Next, the supervisor stated that disputes can only be filed once and our case would close, for good. The supervisor could not determine if this is a rule of USAA or VISA. After emailing personally emailing VISA, this is a personal rule of USAA and it is problematic. This entire process is disconcerting to all our time and efforts put into ensuring that USAA had what they needed to assist in disputing our case. The dispute team at USAA failed to take any accountability for their lack of action in ensuring that their members understand the information given to them. Many times, the representatives could not answer questions and stated that only the dispute team could answer them. The dispute team is unable to be reached directly and a request must be submitted each time for them to call you back within 48 hours. If representatives who are gathering information for disputes, and disputes can only be submitted once, why are these representatives not being trained on dispute processes and ensuring that the member understands the jargon of the bank? If the initial representative would have provided guidance on what USAA considers a recurring charge, our outcome may be different at this time. Additionally, if disputes can only be submitted once, then why isnt the USAA dispute team contacting members before submitting the filed dispute to provide final guidance since they are the ones with proper training for submission? We understand the bank is a business ; however, a bank can not do proper business without customers who trust that their money is protected. This entire process has felt that USAA does not protect its members interests and will side with merchants in dispute cases without a proper investigation or guidance. Be well, The XXXX Family
Company Response: Company believes complaint is the result of an isolated error
State: NJ
Zip: 08902
Submitted Via: Web
Date Sent: 2020-05-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-19
Issue: Problem with a purchase or transfer
Subissue: Overcharged for a purchase or transfer you did make with the card
Consumer Complaint: The USAA FSB denied me a reasonable investigation of my dispute of an XXXX charge of {$110.00}. They claimed in their response that they did not receive my written statement. Indeed I wrote a statement on XXXX XX/XX/2020 and attempted to upload it via USAA websites Upload Documents feature. I am attaching my written statement submitted to USAA on XX/XX/2020 to this complaint. It is my understanding the upload of my written statement to USAA on XX/XX/2020 was successful. The USAA in its response did not describe the circumstances of my dispute correctly and in sufficient detail. The USAA did not describe the cancellation of my original ticket by XXXX and the fact that I had to pay additional {$110.00} to book a new ticket under duress. I was in XXXX XXXX and my original ticket was cancelled without my consent. The CFPB and USAA FSB must understand that this is an unlawful and unfair practice. I request that my complaint be reviewed by CFPB and USAA be sanctioned for the lack of a reasonable and fair investigation of my dispute v. XXXX charge of {$110.00} which was made under duress. I also wrote complaints to USAA XXXX XXXX XXXX to which the USAA did not respond. If they did not receive my written statement through the upload feature of their website, they could have specifically let me know in a timely fashion. Now months later after I uploaded my written statement and supporting documentation it appears that the USAA does acknowledge receipt of other documents I submitted. One of them was a notice of cancellation of my original tickets. I request the USAA be investigated and sanctioned for its conduct. I request a review of my complaint by a CFPB supervisor. The USAA now says that I used the ticket but they fail yo say that it was not the original ticket that was used and that I was forced to pay {$110.00} under duress to book a new ticket.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33771
Submitted Via: Web
Date Sent: 2020-05-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-18
Issue: Struggling to pay your loan
Subissue: Denied request to lower payments
Consumer Complaint: Usaa not willing to work with me regarding my auto. Was already behind on payment then out of work due to catching covid 19. Filed complaint here and spoke to usaa who started they will only work with individuals who are up to date on payments. This is very similar to usaa taking stimulus payments of their customers. Usaa is not friendly to this whom they service and need to be investigated.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 020XX
Submitted Via: Web
Date Sent: 2020-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-18
Issue: Took or threatened to take negative or legal action
Subissue: Collected or attempted to collect exempt funds
Consumer Complaint: XX/XX/2019 I called auto phone line ( OPEN TO PUBLIC ) Requesting. AS A MEMBER assistance in REMOVING MY BANK INFO IN MY PROFILE * I WILL NOT BE PAYING ON THIS ID THEFT case XXXX ANYMORE. I spoke with usaa rep XXXX XX/XX/2019. USAA SUBMITTED A PAYMENT XX/XX/2019 ** I NEVER AUTHORIZED OR VERIFIED PAYMENT FOR ID THEFT DEBT. This is against Social Security Act section 207 BANKS FORBIDDEN TO COLLECT SOCIAL SECURITY FUNDS FOR DEBT. XXXX & Social Security RETURNED PAYMENT. I WENT EIGHT DAYS NO FOOD MONEY NO RENT MONEY. I NOW HAVE OVERDRAFT CHARGES IN MY XXXX ACCOUNT. ** I DEMAND WRITTEN DOCUMENTATION I AUTHORIZED WAS VERIFED TO POST THIS PAYMENT FOR THIS ID THEFT ACCOUNT OVER {$3000.00} XX/XX/2019.!!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-17
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: See attatched XX/XX/2019 USAA statement. First page CONFIRMS CREDITS XXXX {$200.00} {$280.00} {$150.00} XXXX {$230.00} Next page Continues with $ XXXX $ XXXX $ XXXX $ XXXX $ XXXX $ XXXX $ XXXX $ XXXX $ XXXX $ XXXX $ XXXX $ XXXX $ XXXX $ XXXX $ XXXX $ XXXX $ XXXX $ XXXX $ XXXX $ XXXX $ XXXX ( TOTAL CREDITS SHOWN with minus signs above total line FOR THIS PERIOD IS TRUTH ** IS AN INCORRECT TOTAL OF THESE CREDITS. CORRECT TOTAL IS {$2.00}, XXXX. WHY IS USAA IS MISSING {$1.00}, XXXX CREDITS. USAA TOTAL CREDITS THIS PERIOD ARE ONLY {$910.00} all merchants credits. THIS IS INCORECT MATH. THIS IS SUPPOSED TO BE A ** TRUTH IN LENDING STATEMENT. USAA DECEIVES. ( USAA ONLY PRETENDS TO GIVE CREDITS BY LISTING THEM ) ** Kindly Note with cute little ( - ) MINUS SIGNS that ARE NOT INCLUDED IN TOTAL CREDITS. Then REVERSES MERCHANTS CREDITS AS USAAs LEAVING CONSUMERS WITH THE ORIGINAL FRAUD AS IF MERCHANTS CREDIT WAS NEVER PROVIDED. HUH?? USSA POSTS A NEW TRANSACTIONS FROM CREDITS NOT APPLIED??? HOW DECEPTIVE??!!! THIS IS NOT TRUTH IN LENDING FAIR CREDIT!!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-16
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: I paid XXXX by check and advised them i would not use my USAA Visa credit card. I gave them a check for {$720.00} dollars .I then called XXXX XXXX ( XXXX ) XXXX XXXX EMAIL XXXX because they charged my credit card and i never gave them my card. If you XXXX complaints about XXXX you will find many complaints about them. I am XXXX and not demented at all. XXXX said you did give me your credit card. I then emailed him all of the complaints about XXXX. I have a USAA Visa credit card and i wrote a detailed complaint. USAA 's computer bounced it back at me stating " it is too lengthy. I then received a letter saying that my dispute was denied because i did not give them enough information. I then wrote a letter to the CEO Mr. XXXX he had XXXX XXXX ( XXXX XXXX XXXX ) Customer Advocate EXT.XXXX. You must say " extension '' after the options end. call me. She argued the The Fair Credit Lending Act did not apply to this case. I then discussed this with my banker and she said that usually THE MAX one should be paid per The Law and usually it was nothing. I called back XXXX and she said " they do not think your case is valid '' .The " they '' remained confidential. She stated i owed USAA Visa {$380.00}. I see both XXXX ( i reported them to Florida State Attorney general ) and XXXX as scamming a senior citizen. In Florida that is a 3rd degree felony punishable by a {$10000.00} fine and up to 5 years in jail. I am reporting USAA Visa because when i XXXX USAA complaints i found a flood of complaints. I have been a USAA card holder for many years. I am a retired XXXX XXXX XXXX XXXX XXXX with decades of service. I ask for you help with this problem because if i do not pay the {$380.00} they will damage my credit.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32958
Submitted Via: Web
Date Sent: 2020-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-16
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: USAA keeps correcting the balance I owe them on my credit report then putting it back on my credit report. They have been doing this for years when the debt has been paid in full. They are still reporting it as a current debt and keep refreshing it like it is a new debt. I want the debt removed from my credit report and I want USAA blocked from reporting on it ever again as I do not do business with them for this very reason and have no intentions of ever returning as a customer again after this poor management of my accounts.
Company Response:
State: VA
Zip: 22003
Submitted Via: Web
Date Sent: 2020-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-15
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I am contacting you in reference to USAA XXXX who is the subject of this complaint. It is believed that USAA for a period of more than 5 years as a customer of its bank has engaged discriminatory business practices that involve the denial of credit when other credit cards companies have offered me unsecured lines of credits on the same day that I requested credit from the bank. I have in my possession a credit card that started out as a secured credit card valued at {$500.00} with another military bank which has grown to over {$10000.00} compared to USAA who has not approved an unsecured credit card while as a member. Even worse USAA is the only bank that charges me an annual fee for a secure credit card. The credit cards that I own that have that started as a secured card have been automatically been made unsecured by another military bank. While USAA has refused to approve any lending products as a member for over 5 years. I have asked on numerous occasions and even complained about their unfair business practices to their customer service team with no resolution.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32832
Submitted Via: Web
Date Sent: 2020-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-15
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: We were approved for a conventional loan for a single-family home on acreage, only to be told two weeks prior to closing that the mortgage company would not be able to fund the loan given the property type. During the mortgage application process, we disclosed the property was a modular home on a permanent foundation ( as described on the listing ), and there was no mention of the possibility that the lender may not be able to proceed until the appraisal was ordered and submitted. The appraiser was not even able to upload the appraisal, without the appropriate form needed -- as it was determined to be a " manufactured '' residence. Several days passed with no word from the mortgage company in regards to the status of being able to proceed, as they scrambled to pull the tax records on the property ( what they should have done previously ) and review their own lending policies only to arrive at the decision that they could NOT provide the loan. Devastated by the news that we would have to seek out another lender in the eleventh hour and plead for an extension due to this enormous oversight -- we requested a refund for the appraisal, as it should not have been ordered in the first place if the several loan officers we spoke with had done their due diligence. They responded by blaming our real estate agent, denying that we had provided advance notice of the property type to the initial loan officer ( after only pulling one phone conversation of several ), and stated that a refund was not in order as it would violate " Fair Lending '' laws and regulations. We wasted several precious days waiting for USAA to piece together their story in radio silence -- only getting bits and pieces of elusive responses when saturating them with calls and emails. The complete lack of professionalism, courtesy, and general competency was beyond infuriating. We should have been made aware of their inability to do business much sooner, and are incredibly disappointed in the lack of attention that has cost us our time, money, and possibly, our house.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95682
Submitted Via: Web
Date Sent: 2020-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A