Date Received: 2020-05-15
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I called a XXXX XXXX school to schedule my son for their package of 10 hours of driving for XXXX on XX/XX/2020. They withdrew the XXXX out of my account on XX/XX/2020. XXXX driving school was suppose to pick my son up for his 2 hours on XXXX the XXXX @ XXXX XXXX after waiting for 40 minutes I called the school multiple times to find out what was going on, no one answered. I texted the driver who was suppose to pick my son up, he never responded. I sent a text message to the driver stating that since no one wants to return my call or pick the phone up my next call was to my bank.So I called my bank USAA to dispute the charge because obviously they had my money so why bother calling me. On XX/XX/XXXX, the driver text my phone to tell me that the owner of the school decided to shut the school down due to COVID-19. The Governor or any Governor for that matter has not shut down anything as of yet for COVID-19. So the XXXX XXXX school can now keep my money with NO services rendered and use COVID-19 as an excuse to embezzle money out of people. USAA was no help in this dispute because they said they don't cover anything COVID-19 since it government laws. I told them the dispute is NOT COVID- 19 related because nothing was shut down that is XXXX excuse for keeping my money and not providing any service. I just want my XXXX dollars back and XXXX held accountable for their dirty actions.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DE
Zip: 19702
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: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: I am a victim of ideninity theft reported to usaa XX/XX/XXXX FRAUD {$470.00}. FTC CASE XXXX XX/XX/XXXX - XX/XX/XXXX USAA never resolved ANY fraud. I have been fighting usaa attempting to get usaa fraud credits since XX/XX/XXXX. USAA HAS DESTROYED MY CREDIT COLLECTING ON THIS ID THEFT. Finally XX/XX/XXXX usaa provided fraud credits {$460.00} WITH NO NOTICE OF THIS CREDIT AS PER POLICY. WHY NO NOTICE?? I have called 6 times usaa REFUSES TO TELL ME SPECIFICALLY WHAT PURCHASE DATES THIS FRAUD CREDIT IS PAYING FOR XXXX USAA HIDES THESE FRAUD CREDITS. USAA WILL NOT PUT IN WRITING THE DATES THIS FRAUD CREDIT COVERS ( BECAUSE ** IT IS YEARS LATE. ) USAA DOES NOT WANT THIS IN WRITING. ** I HAVE A RIGHT TO WRITTEN DOCUMENTATION WHAT THESE CREDITS ARE PAYING FOR ON THIS INACTIVE. CLOSED ACCOUNT. WHY IS USAA COLLECTING ON ID THEFT case XXXX reported XX/XX/XXXX??? USAA NEEDS TO PROVIDE WRITTEN DOCUMENTATION ON THE ABOVE TO MY HOME ADDRESS.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
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: Managing an account
Subissue: Problem accessing account
Consumer Complaint: On XX/XX/2020 I, XXXX XXXX XXXX all of a sudden could not access my online account with USAA, as if I were locked out. I then proceeded to call customer service on XX/XX/XXXX and was notified that I needed to open accounts somewhere else as USAA was considering me a high risk customer due to a XXXX mistake I made 16 years ago and therefore USAA was terminating my relationship with any of their products despite that fact I had been an above excellent customer for almost two years. I carried two credit cards that never carried a balance despite the extremely high credit limits I had. I also maintained loans that were always paid, never a missed payment as well as personal accounts that had extremely high available balances. My credit cards were cancelled immediately, my credit score decreased, and I was unable to get approved anywhere for a new credit card as I had stayed a loyal USAA member, and any/all other assets were froze and put me and my family in a financial hardship during a nationwide pandemic. I'm appalled this is the thanks I get for having numerous family members serve my county. SHAME ON YOU USAA FOR TREATING OUR MILITARY SERVICEMEN LIKE THIS!!!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80916
Submitted Via: Web
Date Sent: 2020-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-14
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: XXXX XXXX ( XX/XX/2020, XXXX XXXX ) : Welcome to the USAA Bank Chat! XXXX XXXX ( XX/XX/2020, XXXX XXXX ) : Banking products offered by USAA Federal Savings Bank and USAA Savings Bank, both FDIC insured. Credit Cards offered by USAA Savings Bank. Trust services provided by USAA Federal Savings Bank. Consumer Lending rates that are shared with you are Annual Percentage Rates unless otherwise indicated and are subject to change. These rates include a 0.25 % discount for using automatic payments on the loan. XXXX XXXX ( XX/XX/2020, XXXX XXXX ) : Please note : Do not refresh your chat window at any time. Refreshing the chat window during the conversation will disconnect your chat session. XXXX XXXX ( XX/XX/2020, XXXX XXXX ) : Your Question is : contd discussion re auto loan deferrela during covid XXXX XXXX ( XX/XX/2020, XXXX XXXX ) : Good afternoon. I hope you are doing well. How can I help you today? Me ( XX/XX/2020, XXXX XXXX ) : could be much better re covid. what is your name for my notes XXXX XXXX ( XX/XX/2020, XXXX XXXX ) : My name is XXXX. I'm happy to help you Mr. XXXX. Me ( XX/XX/2020, XXXX XXXX ) : Ok, XXXX ... so i can call but ht ewiat was too long ... Me ( XX/XX/2020, XXXX XXXX ) : this is about my car loan Me ( XX/XX/2020, XXXX XXXX ) : 2 montsh ago i spoke with a rep in XXXX XXXX 's CEO office about the loan Me ( XX/XX/2020, XXXX XXXX ) : yall due to COVID gave me a 60 day deferral on the loan which was great. at the time NO ONE knew or even NOW knows about COVid ... .It is STILL rampant and killing people and causing 1000s of Ameicans to not go back to work XXXX XXXX ( XX/XX/2020, XXXX XXXX ) : I know what you mean, Mr. XXXX . This pandemic is affecting everyone in one way or another. Are you still having trouble financially due to the pendemic? Me ( XX/XX/2020, XXXX XXXX ) : Well, banks, airlines, cruise lines, insurance companies and LARGE companies are doing QUITE WELL with MILLIONS of taxpayer dollars of " ours '' ... .While Americans are literally DYING and losing assets and FICO scores due to the inability of this govt to TAKE CHARGE AND LEAD .... XXXX XXXX ( XX/XX/2020, XXXX PM ) : It is certainly concerning and USAA has been monitoring the situation closely. I'm glad you were able to obtain a two month payment extension. I hope it was helpful during this difficult time. Me ( XX/XX/2020, XXXX XXXX ) : Well it was, but we HAD not IDEA what was to come from the US govt and how we were able to get back to work. Ive had 3 friends die from COVID in TN and OR and two others currently infected with it. It is not a good time. So my inquiry or request is since the federal govt and state govt are UNSURE and totally inept in planning how to open businesses, I NEED TO GET BACK TO WORK in hospitality..ios there another chance for an extension? I need to ask to plan ahead as the government is NOT doing that for Americans ... .me Me ( XX/XX/2020, XXXX XXXX ) : When I went to XXXX to fight for our country as a XXXX year old, the US promised certain things and failed on many.. SO here we are again with its failure Me ( XX/XX/2020, XXXX XXXX ) : I am talijng with my US Senator and US Congressman weekly about WHERE THE HELL is my CARES ACT relief money ... they HAVE NO IDEA. Me ( XX/XX/2020, XXXX XXXX ) : Also, I am dealing with three state senator and two state reps as to where the hell is my UNEMPLOUYMENT BENEFIT/CHECK ... XXXX Me ( XX/XX/2020, XXXX XXXX ) : iot has been since XX/XX/2020 and NOTHING! Me ( XX/XX/2020, XXXX XXXX ) : And I have documented in sending over XXXX resumes since XX/XX/2020 for jobs Me ( XX/XX/2020, XXXX XXXX ) : Im either too expensiuve to hire or way overqualified so what .... XXXX XXXX ( XX/XX/2020, XXXX XXXX ) : That must be incredibly frustrating. I'm so sorry to hear about your recent loss of your friends due to the virus. My condolences to you, Mr. XXXX. Thank you for your service to our country. I hope everything with the benefit checks gets resolved soon for you. Typically, if you receive a payment extension, the account is not eligible for another extension until 12 months have passed. Please bear with me while I see if there is anything else we can do. Me ( XX/XX/2020, XXXX XXXX ) : Okay well we got to figiure something out cause I KNOW I AM NOT THE ONLY ONE ACROSS THIS COUNTRY FACING THIS Me ( XX/XX/2020, XXXX XXXX ) : Or just a delay in paying XX/XX/XXXX cause I am literally on {$120.00} in my checking and fighting the IRS and State for my unemployment and my restaurant owner is AFRAID to open with no action plan from the state and his attorney has advised that IF HE opens with no safeguards per CDC he is subject to lawsuits from customers who may be sick from COVId. THe governor of the state is useless and just says, OPEN NOW don't worru XXXX XXXX ( XX/XX/2020, XXXX XXXX ) : I am so sorry, Mr. XXXX. I reviewed the options and at this time another deferment is not available. However, you mentioned paying later and I want to let you know that although the payment is due XX/XX/XXXX, we will give you a 15 day grace period. You won't be charged a late fee if you can pay the loan before becoming 15 days late. Me ( XX/XX/2020, XXXX XXXX ) : fine! so much for usaa covering veterans ... i will deal with it after the 15 days Me ( XX/XX/2020, XXXX XXXX ) : i am going to file a report with e federal CFBP cause banks NEED to be more flexible ... or DONT ASK FOR OUR TAXPAYERS dollars to stay open XXXX XXXX ( XX/XX/2020, XXXX XXXX ) : I wish there was more I could do, Mr. XXXX. I understand your frustration. Me ( XX/XX/2020, XXXX XXXX ) : NO ONE knows and certainly this corrupt and negligent government has NO IDEA what THF is happening. So we peon Americans are just wading thru the mud. while large companies and banks GET our $ $ $ to stay open and pay their CEOs MILLIONS ... thanks!! take ur XXXX fake and lying commercial about supporting VEterans off the air!! XXXX XXXX ( XX/XX/2020, XXXX XXXX ) : I will share your feedback XXXXr. XXXX. Me ( XX/XX/2020, XXXX XXXX ) : just for XXXX and giggles what is the payoff should I win the XXXX lottery XXXX XXXX ( XX/XX/2020, XXXX XXXX ) : Today 's payoff is {$12000.00}. Me ( XX/XX/2020, XXXX XXXX ) : k
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-14
Issue: Fraud or scam
Subissue:
Consumer Complaint: Started on XX/XX/XXXX, when a charge of {$1800.00} was made at a target in XXXX, Delaware. I called because i saw the charge and i disputed and they were supposed to lock my account. But the account was not locked so on the XXXX of XXXX, two more charges were made at a XXXX for {$770.00} and {$1800.00} in the same state of Delaware. Mind you i live in Virginia and i just got back from basic and XXXX. I've never been to the state of Delaware. USAA told me that i authorized the charges when i never did. Then it continued when they still hadn't locked my account. On XX/XX/XXXX, two faulty checks of {$5000.00} and {$4200.00} were deposited in my account. Then the money was sent out through XXXX XXXX and XXXX XXXX, i called usaa and opened a fraud claim and assured them that i did not cash in these checks. After a couple of days they came to the conclusion the checks were indeed faulty and they would be resent. And since i am the owner of the account i am liable. i lost {$5600.00} of my own money i had before this and now i will have to pay them almost {$10000.00}. The checks do not have my signature on them, and they are from states i have never been in. USAA have concluded my claim and they will not review it anymore. Also i have just received my bonus on XX/XX/XXXX and they are using that to pay off faulty checks i had no business in doing. The checks have my name on it but they are not my signatures, they were also not deposited through my phone. USAA in all honesty have not helped at all and have mislead XXXX with info for three weeks straight now.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 236XX
Submitted Via: Web
Date Sent: 2020-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-14
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 have numerous disputes with usaa. I have 2 cards the biggest issue is with a XXXX charge. The original hold was for around {$180.00} in XXXX. They then allowed me to be charged 2600+ to my card with a limit of XXXX. Im now in the hole {$4500.00}. This is on 2 cards each with only {$1000.00} credit limit. As you can imagine this tanked my scores. Ive been trying to get them to dispute this XXXX charge and several others for months now. I can not get them to help me. I thought I was supposed to have some sort of protection as a user of credit cards. Usaa has taken every dispute and credit my account temporarily and then charged it back. The XXXX charge should be the original hold no higher. The other charges I disputed were some fraudulent and some bad goods or services. Please get them to follow the law!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28173
Submitted Via: Web
Date Sent: 2020-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-14
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: USAA has blocked my access to online banking because I refused to divulge personal and financial information that was unrelated to my banking activities. I made repeated attempts to address the issue with USAA banking and security representatives. They provided me with vague responses while citing the Patriot Act. The questions they asked via an online pop-up window were outside of the scope/purview of the banking Customer Identification Program ( CIP ) as defined by the FDIC and Treasury Department. For the record, I am a retired service member with over 36 years of combined military and federal government service. I have owned the accounts managed by USAA for over 35 years. I am not seeking a loan with USAA or any other bank. There is no need or justification for USAA to ask me what my net worth is, details concerning my income, or whether I am a current or former high-level foreign government official, or a relative or close associate of one? In my opinion, these intrusive questions are in violation of the 1978 Right to Financial Privacy Act ( RFPA ). Even after four separate consultations with USAA they continue to block my access to my accounts via their online banking functions/site.
Company Response:
State: VA
Zip: 23188
Submitted Via: Web
Date Sent: 2020-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-13
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I have applied for a personal loan with USAA on XX/XX/2019. On XX/XX/2019, I attempted to pay off said loan. I called to pay it off but was instructed to submit the payment online. I did so and the account reflected XXXX balance in 2 days. I also received a letter that the loan was paid off ( attached ). I did notice however that the funds were not withdrawn from my checking account. I called to inquire from the bank regarding the reason funds were not withdrawn and they confirmed that according to their records the loan was paid off. I continually checked for 3 weeks, and the loan balance continued to reflect XXXX balance ( I last checked on XX/XX/XXXX, and the balance still reflected XXXX ). I then traveled internationally for a few weeks ( but checked by voicemail and e-mails regularly ). Upon my return and on XX/XX/XXXX, I received a call from a collection department stating my loan was delinquent. I was surprised and stated that I received no communication ( letters, emails, or calls ) from the bank stating such problem. They declined to admit any wrongdoing. I paid the loan off immediately. However, when I checked my credit report, I noticed USAA had reported me to the credit bureaus which negatively impacted my credit history/score. I called them and stated the amount of effort I took to insure this loan was paid and the lack of effort of their behalf to communicate with me. I asked them to reverse the credit reporting, to which replied, " sorry there is nothing we can do ''. I have contacted their customer service department and e-mailed their board of directors, without any responses. I am a XXXX XXXX XXXX, a practicing physician, a responsible citizen, and a XXXX loyal customer of that institution ( with no history of any delinquent payments ). I have an immaculate credit history. This is the only negative mark on my credit report, and this can cost me dearly over many years. I wish to reach a resolution with USAA.
Company Response: Company believes complaint is the result of an isolated error
State: OH
Zip: 452XX
Submitted Via: Web
Date Sent: 2020-05-13
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-13
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: My name is XXXX XXXX, I have several accounts with USAA. One account is a joint account with my wife and my XXXX year old daughter, XXXX. On XX/XX/XXXX my daughter had less than {$4.00} in her account. Someone gained access to her account login information and password. The made a deposit from home with a {$1500.00} fake check and made a scribble for the signature. That day my wife, XXXX, checked the accounts and noticed fraudulent activity. The hackers tried to purchase two {$500.00} gift cards, the bank held {$500.00}. USAA denied the two {$500.00} charges, as well as about 10 smaller withdrawals. XXXX called USAA and notified them that there was suspicious activity and that the account needed to be frozen. On XX/XX/XXXX USAA paid out a {$1000.00} purchase for a gift card. We filed a fraud report, within a week we got a call saying that it wasn't a fraud. We spoke with another supervisory rep they looked and said it sure looked like fraud and reopened the claim. Yesterday we got a call saying that USAA confirmed that someone said that they authorized the charges, but were not sure if it was my daughter or the hacker. USAA is trying to say that because someone had access to my daughter 's account, then we will be liable for the fraudulent charges. They even stated that they realize that it looks like fraudulent charges, but that they will still make us pay the stolen money.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 971XX
Submitted Via: Web
Date Sent: 2020-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-13
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 FTC ID THEFT case XXXX. I began experiencing UNAUTHORIZED CHARGES on two credit card statements, USAA CREDIT CARD & XXXX CREDIT CARD XXXX XX/XX/XXXX. See attatched XXXX XX/XX/XXXX LETTER XXXX CONFIRMING UNABLE TO LOCATE A CREDIT FILE. These requested documents were sent to XXXX 2 times & TO NO AVAIL?? ( How can a credit score on me from XXXX be ACCURATE WHEN CLEARLY THEY HAVE NO FILE ON ME?? ) ** I HOLD XXXX ACCOUNTABLE FOR THE ID FRAUD THEFT I HAD ON BOTH THESE CARDS JUST AFTER THEIR BREACH OF XXXX. ALL MY INFO IS SOLD ON BLACK WEB TO HAUNT MY FUTURE TRANSACTIONS WITH RISK. I am XXXX years old on limited income paralized hand XXXX I CAN NOT AFFORD THIS HUDGE LOSS. I AM A TARGET BY PROFILE WITH NO PROTECTION. XXXX XXXX PUT PROFIT OVER PRIVACY with GREED OVER PEOPLE XXXX NEEDS TO BE HELD ACCOUNTABLE AND PAY RESTITUTION TO CONSUMERS.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A