Date Received: 2020-05-13
Issue: Took or threatened to take negative or legal action
Subissue: Threatened or suggested your credit would be damaged
Consumer Complaint: XX/XX/XXXX I HAD NO VERIFYING QUESTIONS. USAA DELETED MY PROFILE CLAIMING THEY COULD NOT VERIFY ME ANYMORE AFTER 35 YEARS OF VERIFYING ME. XX/XX/XXXX USAA tried to take advantage of my age & disability tricking me into sending them my drivers license to RECOVER MY PROFILE they claimed. USAA OPENED AN ACCOUNT IN MY NAME I DID NOT OPEN. THEY CLAIM IT WAS OPENED BY PHONE WITH NO VERFYING PHONE NUMBER OR VERIFICATION IT WAS ME XXXX. USAA NEEDED MY DRIVERS LICENSE TO VERIFY I OPENED THE ACCOUNT. I SAW WHERE THEY WERE GOING WITH THE SUDDEN REQUEST OF MY LICENSE AFTER 35 YEARS. I DEMANDED USAA PUT THE REQUEST IN WRITING WHY AFTER 35 YEARS VERIFYING ME USING MY PROFILE I WOULD NEED TO RECOVER MY PROFILE. USAA REFUSES TO REQUEST THIS DOCUMENTATION IN WRITING. WONDER WHY IF SO NEEDED? USAA NOW SAYS THEY DO NOT NEED THE LICENSE SINCE THEY WOULD HAVE TO PUT THE REQUEST IN WRITING. HUH? I DO NOT TRUST USAA. I AM AFRAID OF THEM AS I WOULD BE A CRIMINAL. USAA PROVIDED FRAUD CREDITS {$460.00} XX/XX/XXXX FROM FRAUD OF XX/XX/XXXX. TWO YEARS LATE!! XXXX USAA DESTROYED MY EXCELLENT CREDIT COLLECTING ON THIS ID THEFT. I WILL NOT ALLOW MY HEALTH TO BE DESTROYED FROM USAA ABUSE AFTERMATH OF THE LACK OF ID FRAUD THEFT RESOLVE ANYMORE.
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
Date Received: 2020-05-13
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 HAS FAILED TO CREDIT MY ACCOUNT IN THE AMOUNT OF {$37.00} TO MY CREDIT CARD # ENDING IN XXXX The Original Purchase for merchandise was in the amount of {$42.00}, as per the attached receipt from XXXX dated XX/XX/2020. The {$37.00}, was the Amount for a Return of Merchandise per the attached receipt dated XX/XX/2020. {$42.00} Purchase {$37.00} Return {$5.00} amount of my liability of the purchase after the return. Posted XX/XX/2020 On XX/XX/2020, USAA, posted a credit in the amount of {$37.00} for my merchandise return. However, on XX/XX/2020, USAA reversed my credit in the amount of {$37.00}. The Issue Remains That the Proof of the Return and Refund by XXXX by the Attached Receipt Was Not Refund to My Account. I Am Still Due the Credit in the Amount of {$37.00}
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32256
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: XXXX has been reporting credit debts on my credit report for years. These cards did not and do not belong to me. We have talked with USAA, the company in which the cards were issued from. USAA has contacted the credit Bureau explaining the situation and has requested for these cards to be removed. I have filed several disputes over the years to have these reports removed and XXXX still has not removed them. Please check the date 's and information on attachments to see the amounts and date for BOTH credit cards from USAA.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92627
Submitted Via: Web
Date Sent: 2020-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-12
Issue: Incorrect information on your report
Subissue: Personal information incorrect
Consumer Complaint: On XX/XX/2020 a fraudulent, full ID theft occurred, as a transaction initiated with USAA resulted in a withdrawal from my checking account with XXXX XXXX. An amount of {$3400.00} was taken out of my XXXX XXXX checking account. The information identified that the amount was taken by someone who gained access to my personal information with USAA. I was sent an alert by USAA, but I did not pay attention to the full information and action necessary on the e-mail. My fault. The perpetrator used an umfamiliar computer and USAA sent me a message, again, which I did not pay the necessary amount of attention to. There was an e-mail telling me that my e-mail address change was being requested. I did not follow the information provided and immediately call. This was a costly error on my part. I was uncertain if the source was real and wanted to avoid a spam occurrence on my computer, or be subjected to a phishing occurrence. So, I simply deleted the e-mails. Wrong action, again.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97402
Submitted Via: Web
Date Sent: 2020-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-12
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Complaint from XXXX XXXX XXXX XXXX submitted to the Consumer Financial Protection Bureau in regards to abuse of the Patriot Act/Bank Secrecy Act. My wife and I have been member/customers of USAA for over 27 years. During the last week we have had a more than disappointing experience, that in fact the evidence thereof seems to show that USAA is abusing the Patriot ACT/Bank Secrecy ACT with members in a way that is unreasonable, intrusive, unnecessary, and violates privacy. We were however, very pleased to be introduced to The Consumer Financial Protection Bureau and your work to help members like us to hold accountable inappropriate banking behavior. It was also interesting to see that this is not the first time you will have received a complaint about such violations by USAA, in view of your class action XXXX} XXXX settlement last year with USAA after dealing with the issue that USAA violated the Electronic Fund Transfer Act. Our Complaint Last week my wife attempted to use her USAA phone app for the purpose of transferring funds to one of our adult children. But, to her surprise, upon logging on to her app, she was prompted that she must answer questions about our Net Worth, Sources of Income and other privacy based questions not necessary for customer identification. Furthermore, she was told in writing that if you dont provide this private information within 3 visits you will be blocked from accessing your accounts, statements and effectively the ability to conduct personal banking of our private assets. EXHIBIT About a year ago, we experienced a fraud event with our USAA accounts, known as an account takeover. USAA worked to try and explain how after multiple conversations with USAA employees, the fraudsters were able to gain the answers to my wifes security questions, which even I cant answer. Fortunately, after the criminals had already withdrawn money from our daughters account, opened new accounts and credit cards we became aware and intervened. As you might expect, we worked directly with USAA to reconfigure all of our security protocols including new passwords, pins, security questions and adding 2 step verification to insure this never happened again. All of this enhanced security re-engineering would have been impossible if USAA did not believe at that time that they had reasonable confidence that they were in fact dealing with us their members. In addition to the account takeover, we have also experienced multiple attempts by other fraudsters to impersonate USAA in electronic communications with very authentic presentations, but in each case we called USAA to report and identify the fraud attempts. As you would expect, all of these experiences had made me and my wife quite sensitive to anything that came digitally with USAA branding but did not seem like them. Therefore when my wife got these required questions we were concerned about more fraud and called USAA on XX/XX/XXXX. XX/XX/XXXX : We first spoke with a USAA CSR about the questions to insure this was not fraud. To our surprise, the representative told us quite casually that these questions in fact did come from USAA and that we are required under the Patriot Act to answer them or USAA would unilaterally prevent us from accessing our accounts and funds. When I asked more questions on how such questions ( see screen shot exhibit below ) were necessary for customer identification after having already cleared verification she could not say and connected us to XXXX in the USAA Executive Resolutions Team. While waiting for XXXX to come on the line, I did a very quick cursory survey of the Patriot Act and the related Bank Secrecy Act as it applies to Anti-money Laundering and Customer Identification Programs required. Interestingly, it stated that institutions CIP ( Customer Identification Program ) programs are intended to enable the bank to form a reasonable belief that it knows the true identity of each customer. I learned that these CIP questions are applied under the act when customers open new accounts, apply for loans or perhaps apply for credit cards. Further that these questions as directed by the Bank Secrecy Act/Anti-Mondey Laundering Examination Manual ( see : XXXX : XXXX % XXXX % XXXX % XXXX XXXX call for : birthday address social security number drivers license When XXXX came on the line and we asked about these issues, he did not respond but asked for the opportunity to access and view our account. My wife, ironically, successfully answered all of XXXX security questions to be verified. Apparently he considered that sufficient to reasonably believe that my wife was a true member/customer because he went on later to help make the funds transfer for my wife. To his credit, XXXX seemed to sincerely understand our frustration that we were being asked questions like this after 27 years of membership and not opening a new account or loan application. In an effort to help, he tried to use his system to see how my wife was sent these demanding questions in the first place. Ultimately he made a very interesting comment. In effect, XXXX said, that he did not see any data or information on his side which would normally be there to engage sending the questions to a member. He was at a loss to explain how that could be, but could not unequivocally say my wife was not under suspicion for the Patriot Act guidelines. Please note my wifes name does not appear on any federal XXXX watch lists nor has she received a warrant. XXXX then made the recommendation that to get the answers to our questions about USAAs intrusive questions we needed to talk to the MOET department on Monday XX/XX/XXXX. Further, he explained that the MOET group manages the Patriot Act compliance and operations for USAA. On XX/XX/XXXX we called as instructed to the MOET department and were connected with XXXX. Once again XXXX verified us thru appropriate security questions which we happily answered without asking questions about our net worth, sources of income etc. We reviewed all of the above with XXXX including specific entries in the Bank Secrecy ACT/ Anti Money Laundering Examination Manual. In addition to the points made to XXXX regarding appropriate CIP questions under the Patriot Act for new accounts or loans, we pointed out and asked why USAA was ignoring or apparently not in compliance with certain parts of the Examination Manual? Examples were : 1. On page 45 it states : The CIP is intended to enable the bank to form a reasonable belief that it knows the true identity of each customer.. With our enhanced security questions, new passwords, new pin numbers, and now 2 Step verification, we asked how could that not be reasonable belief we were a true customer? Furthermore, how could USAA possibly use, much less verify our identity as a customer based on estimated answers to questions like net worth, other sources of income etc.? 2. As pointed out above, we have been member/customers of USAA for over 27 years with multiple accounts, services and children account holders. on page 46 of the Manual, it states that the Customer Identification Program rule applies to a customer. In the same paragraph it states : The definition of a customer also does not include an existing customer as long as the bank has a reasonable belief that it knows the customers true identity. In footnote 44 it goes on to explain : The bank may demonstrate that it knows an existing customers true identity by showing that before the issuance of the final CIP rule, it had comparable procedures in place to verify the identity of persons who had accounts with the ban as of XX/XX/XXXX. By this definition, since my wife and I have been customers since XXXX and because USAA obviously accepted our verification / security questions for 6 years prior to XX/XX/XXXX, there is no reason that they can claim they need to know our net worth or other sources of income for the purpose of reasonable belief that we are customers. 3. On Page 50 of the manual it addresses Adequate Customer Notice. It is interesting to note that the whole discussion and questions are connected to opening an account. My wife was was not opening a new account. This new account language is reinforced on page 47 of the manual with the addition of direct examples of appropriate identifying information. All of those listed we have always been willing and have complied in sharing for security verification. BUT what is NOT found in this list on page 47 are the questions in the exhibit provided threatening blocked access of personal accounts if not answered. 4. I also asked if based on required CIP record retention policy ( page 54 ) if there was an indication that my wife had been flagged as high risk. At this point XXXX at the MOET department stated that he would need to refer us to his manager XXXX for these answers and in regards that these questions be waived for us in view of of all the above and our clear success in answering all identifying and security questions. XXXX went on to say that he & USAA took our complaint very seriously and we would hear back by the end of the day. I replied that we would be glad to wait until XXXX XXXX before filing a complaint with the CFPB as a last resort for customer advocacy for privacy rights and intrusive questions outside the direction of the Bank Secrecy Act. At approximately XXXX after NOT receiving the promised call from manager XXXX XXXX an attempt XXXX more time to reach resolution, we talked with XXXX XXXX the MOET group. XXXX reported that unfortunately her manager XXXX had left work for the day and we would not be able to talk to her until the next day XX/XX/XXXX. We voiced our dissatisfaction with this customer service failure and she then connected us to XXXX in the Executive Resolutions Team. XXXX carefully listened as we reviewed all the conversation above and the unanswered questions especially regarding the incongruity with the Bank Secrecy Act Examination Manual. Interestingly, XXXX response was that USAA is very conservative and always complies with federal regulations and that under the Patriot Act we are required to answer these questions regarding net worth, sources of income and other non identifying based questions. Even more surprising, XXXX stated to us, that USAA will be asking every member these same questions. Assuming that XXXX was correct in this assertion and if found to be true that these questions are at odds with Federal examination rules, it would seem to imply that all USAA members could potentially be considered included in a a class action response. At the point we asked XXXX if Senior Leadership would be concerned about a 27 year member who feels that privacy is being violated by questions not required by the Patriot Act he replied yes and offered to connect us to the CEO Member Relations Team, which we did. So at the close of the day after multiple attempts to resolve this issue, we spoke with XXXX on this team. XXXX was very courteous and listened carefully promising to forward our concerns to the Member Advocacy Team. Also, surprising to us like XXXX, XXXX basically said that in regards to our filing a complaint with the CFPB or The Financial Crimes Enforcement Network we have to do what we have to do. CONCLUSION It is obvious, that USAA staff all the way up the chain to the CEOs office know that these questions are being asked and are told that the Patriot Act requires them to do so and that customers must answer them.all this with no staff training on why or how to provide support for this. They also have no responses to the challenge questions we posed from the Bank Secrecy Act /Anti-Laundering Examination Manual provided by the Federal Financial Institutions Examination Council . We believe to threaten customers of blocked access to personal private accounts is abusive with these intrusive questions. Further, we have demonstrated that for 27 years we have answered all reasonable security and customer identification questions. Therefore it is inconceivable that USAA had any reason to believe that we were not in fact customers. We would request your help in evaluating if these actions by USAA are indeed in violation of the Federal regulations and that it ultimately implies that all USAA members of have been negatively impacted by this action in terms of right of privacy, and potential identity theft related risks. As a footnote to this chain of events, as of XXXX XXXX CST Tuesday XX/XX/XXXX, we never have received the follow up call from MOET manager XXXX as communicated by the CEOs office much less the employees in the MOET. We are grateful for your advocacy and counsel on next steps. XXXX XXXX & XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 786XX
Submitted Via: Web
Date Sent: 2020-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-11
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: On XX/XX/2020 I noticed several entries placed BACK on my XXXX credit report after being removed ( some years earlier ). The items were basically sold to another company and re-reported. XXXX has since removed these entries, but XXXX and XXXX have refused to comply. Additionally, I've provided all 3 credit reporting agencies with my State Issued REAL ID and Social Security Card which provides my full name : XXXX XXXX ... not XXXX XXXX or XXXX XXXX, as we all know that state issued REAL IDs are the equivalent of a United States Passport ; therefore there should be no confusion as to which accounts are mines and which are not. I've asked them to remove anything that doesn't provide my name as XXXX XXXX. Lastly, XXXX has placed a message on my credit report as of XX/XX/2020 that asks any creditor to call me and have provided no phone number to do so, all while still allowing creditors to access my report -- resulting in a lowered credit score!!!!! This " trick '' resulted in a creditor auto-denying my credit application, although they allowed a hard pull to be completed against me resulting in my score being lowered ( DAMAGINF ME AND MY ABILITY TO OBTAIN CREDIT ). The company advised me to have it corrected with them and then I can give them another approval to have them pull my credit for a second time ( RESULTING IN AN EVEN LOWER SCORE AND LIKELY A DENIAL FROM THE PREVIOUS HARD PULL ). This " message '' on my credit does not qualify as a fraud alert, as the credit report is not frozen -- yet this message was not requested to be added to my report by me and is causing me damages. I have expressed to all of the credit bureaus not to lock or add fraud freezes to my account without my knowledge and a personal request to do so. Is that so hard to comply with?? I was applying for an auto loan refinance, with a XXXX credit score on XX/XX/2020 ( along with 100 % exceptional payment history with USAA ( I have car loans, auto insurance, renters insurance and credit card with USAA ). It makes absolutely no logical sense to me how my own creditor can act as though they do not know who I am or as though they are unable to verify who I am while I'm on the phone with them and as soon as my credit report was pulled I'm being notified by XXXX of the hard pull from USAA and change to my account. This is a horrible way of sneaking high interest rates and ensuring they are being passed over to consumers in an already horrible climate for credit decisions, while many people are out of work and their credit is suffering. I REFUSE TO SUFFER DAMAGES BECAUSE OF UNLAWFUL, UNETHICAL, AND UNFAIR BUSINESS PRACTICES!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23238
Submitted Via: Web
Date Sent: 2020-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-09
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 USPS RTR form 3811 article received by : XX/XX/XXXX USAA CREDITCARD SERVICES XXXX XXXX XXXX XXXX XXXX TX XXXX ( XXXX XXXX XXXX XXXX ) USAA RECIEVED see attatched United States CRIMINAL INVESTIGATION LETTER dated XX/XX/XXXX USPS DELIVERIES NOT BEING MADE ZIP XXXX see attatched XX/XX/XXXX CREDIT CARD FRAUD CLAIM LETTER claim date XX/XX/XXXX {$470.00} ** INVESTIGATION COMPLETED XX/XX/XXXX ( 11 months later ) see attatched FTC ID THEFT case XXXX This CONFIRMS ORIGINAL ISSUE USAA DOES NOT PROVIDE ACCESS DUE TO MY XXXX XXXX XXXX. Kindly Note I AM ONLY ABLE TO SEND THESE DOCUMENTS TO USAA ONCE WHICH I DID. I HAD TO PAY AN ADVOCATE TO MAIL THESE TO USAA. THIS WAS PHYSICAL PAIN, EMOTIONAL PAIN & FINANCIAL PAIN I CAN ONLY ENDURE ONCE. ** CFPB PROVIDES EASY USER FRIENDLY ACCESS FOR ME TO PROVIDE THESE TO USAA A SECOND TIME AS THE XXXX USAA REP OF FRAUD DEPARTMENT TOLD ME XX/XX/XXXX ** NONE OF THESE DOCUMENTS WERE NOT PROVIDED ALSO see attatched Merchant Response XXXX XXXX THIS IS NOT MY IP ADDRESS * THIS IS NOT MY DELIVERY ADDRESS * THIS IS A THIRD PARTY NOT XXXX. USAA NOW ( as of XX/XX/XXXX ) HAS BLOCKED MY PHONE ACCESS AS WELL AS ON LINE ACCESS. USAA PROVIDES NO ACCESS AT ALL. SUDDENLY I HAVE NO PHONE VERIFICATION QUESTIONS TO BE ABLE TO BE VERIFIED. I CALL RETALIATION.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-05-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-08
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: This particular account situation that is lately filing on my own credit document has a seriously unfavorable relation to my personal ability to obtain a present loan application. I highly recommend you generate verification that XXXX XXXX has been reported completely in accordance with the Fair Credit Reporting Act regulations, it's really a serious problem to misreport. More confirmation of the aforesaid item too. My proper request must over, I was never 30 days/60 days/120 days late in any of my payments and I'm not greatly tuned in to the date opened so I prefer to ask you be investigated as soon as possible and confirmed to be correct. Thanks!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-07
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: My bank, USAA, closed my account and charged off my credit with no warning or reason given for the closure of my account. Furthermore, they asked me to write a letter explaining my problems ( losing my job and XXXX XXXX issues ) only to find out there was never any way to reopen that account. They continue to negatively affect my credit while not giving me any recourse for paying off my remaining credit card debt and sending me to collections if my payment is only 1 day late. I feel as though I am being discriminated against because I am struggling financially. USAA continues to give me no reason for the closure and generally treats me like trash when I attempt to gain insight into the issue. I was a USAA member for 17 years! They email me things saying they will support people during these times, but none of these services have been applied to me. I would like some assistance in fighting this and repairing my credit. Again, I feel like this is unnecessarily being done to me, and I still to this day have no idea why my accounts were closed. I don't have any documents or dates at this time as I am displaced during the virus but I can share those at a later date.
Company Response:
State: CA
Zip: 92020
Submitted Via: Web
Date Sent: 2020-05-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-07
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: My complaint is that USAA ( *RETALIATES JUST AFTER MY TWO YEAR LONG FRAUD CLAIM IS WON & CREDITS PROVIDED {$470.00} XX/XX/XXXX for XX/XX/XXXX claim date ** VERY HOSTILE USAA REPS** ) & SUDDENLY MY ACCOUNT IS BLOCKED??? WITH ** usaa Unable to VERIFY ME OVER AND OVER AND OVER?? This block put on by usaa was not here before. DRAW YOUR OWN CONCULSIONS ** USAA REFUSES TO FIX THIS ISSUE AFTER COMPLAING MANY DAYS. IT IS NOT AN ERROR. USAA IS RETALIATING TO * PREVENT ME FROM RESOLVING MORE FRAUD ON MY ACCOUNT THAT WAS IGNORED FOR YEARS WITH NOT VERIFYING ME. I CALL ** RETALIATION **
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-05-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A