Date Received: 2020-05-02
Issue: Confusing or missing disclosures
Subissue:
Consumer Complaint: I went to rent a property I found on XXXX - a common site for matching buyers and sellers, but also one that is rampant with fraud - and reached what I thought was a fair price for a monthly rental of a property in rural Maryland. My wife and I are XXXX XXXX XXXX residents and the city has been hit hard by COVID, so we were looking for a place to escape high-risk XXXX while self-quarantining until it was safe to practice normal social distancing. I exchanged multiple emails with what I thought was a legitimate property owner, looked up the address online ( and even on XXXX XXXX ) to ensure it matched the property description, and received convincing responses to all my questions as well as a rental contract and payment receipt via email. Knowing the inherent risks associated with sending money to a stranger, it makes sense to use a service with fraud prevention. Ordinarily I would use XXXX, as this transaction would be covered under their Goods & Services policy. The property owner requested I make a 50 % deposit plus a {$300.00} security deposit via XXXX, a money transfer service I had not heard of before but which actually turned out to be featured on my bank 's website ( USAA ) as their online payment partner. I would never send money to someone I don't know online via cash or a direct wire transfer, but XXXX 's affiliation with USAA gave me comfort as the bank offers strong purchase protections on my debit and credit cards with them. I felt comfortable making this transaction online - despite being unfamiliar with XXXX - because it was listed on the USAA website and appeared reputable. To be absolutely clear, I made the XXXX transactions via the USAA website - it was not a link, it was an actual feature on on USAA 's own website. My deposit - {$1100.00} over the course of two transactions due to XXXX 's daily {$1000.00} limit - was sent, and I received a rental receipt from the property owner via email. About a week later and almost two weeks ahead of when we were scheduled to begin the rental period, I received a suspicious email asking for the balance of the payment ( the total amount would have been {$1900.00} but I did not make the final payment ). Because of this strange request, I immediately called USAA to report this suspicious activity and asked that they reverse or suspend the previous XXXX payments as this was clearly a scam. When I called to report this, the USAA told me XXXX was a third party and they had no responsibility ( XXXX directs me back to USAA ). I don't absolve myself completely of blame ; even if it was convincing I feel foolish for being taken by scam and I'm now left scrambling to find another place to rent on short notice to get out of XXXX XXXX XXXX. I only transact online using reputable methods that offer protection against these types of scams and frauds. When I reached out to USAA, their only response was to lecture me that I should have toured the property in person ( which is difficult for a rental that is 5 hrs away ) or had a proxy tour it ( not practical during COVID ), and to ( incorrectly ) tell me that XXXX purchase protection is identical to XXXX 's ( it's not - this would have been protected under their Goods & Services purchase protection policy ). USAA also informed me that the only reason they partner XXXX on their site because they have overwhelming requests from USAA members to offer the service, which I'm skeptical of since XXXX isn't exactly a household name - that would perhaps sound more plausible if XXXX was a better known service like XXXX or XXXX. USAA has refused to disclose to me whether there is any financial arrangement between the two companies. I'd like to know whether USAA accepts money for being a 'USAA partner ' or whether USAA is a partial owner of XXXX ( I know XXXX XXXX , XXXX XXXX , and others were originally part of XXXX XXXX original ownership group ). USAA isn't a public company, so I don't know where to go for this information.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 17601
Submitted Via: Web
Date Sent: 2020-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-02
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: We received an email notification from XXXX XXXX notifying us that our USAA / XXXX XXXX account Was ypted on our credit report XXXX and XXXX was noted Past Due! We immediately check the credit report and it was noted the the XX/XX/2020 was 30-59 days late for the amount of {$1300.00} .... we immediately called USAA/ XXXX and inquired as to why they reported the last payment received was on XX/XX/2020 ... We were told that we were never late ever and that I even reiterated a payment that was by their doing was incorrectly posted to reflect just a " principal payment! '' I was assured it would be handle quicker than the 30 day time, ( 12 days ) and that I would receive an email confirmation for my records of the error in posting within 15 minutes of speaking to customer service ... no email receive, it's been 24 hours ... The contact information is : USAA/ XXXX XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX USA ( XXXX ) XXXX
Company Response:
State: GA
Zip: 30075
Submitted Via: Web
Date Sent: 2020-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-01
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: From XX/XX/XXXX up until XX/XX/XXXX I was struggling to pay my credit card bill with USAA. I contacted them and tried to work out and agreement and they neglected to help, telling me that fees and interest would still accumulate and late payment fees as well. And they eventually closed my account. So XXXX of XXXX came around and I received a notice of interest continuing to be charged on my closed USAA account. I contacted them and made them aware of this matter and that I had been laid off due to the Covid-19 virus. They further neglected to help, stating, fees will continue to accrue until the account was paid in full. As a XXXX, I feel discriminated against for something that was out of my control. USAA definitely doesnt care, and is continuing to charge me fees, interest, and late payments on this closed account.
Company Response:
State: AR
Zip: 720XX
Submitted Via: Web
Date Sent: 2020-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-01
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: see attatched USAA FRAUD TRANSACTION LETTERS dated XX/XX/XXXX XXXX {$210.00} XX/XX/XXXX XXXX XXXX {$120.00} USAA CUSTOMER SERVICE SUBMITTED THESE AS FRAUD XX/XX/XXXX. WHY? WHY? THESE ARE RETURNED GOODS PURCHASED XXXX AND PAID ** BY MERCHANT XX/XX/XXXX ** BEFORE CLOSING DATE OF XX/XX/XXXX STATEMENT. see attatched XX/XX/XXXX statement. ** THERE ARE NO USAA CREDITS TO REVERSE. I DID ** NOT REPORT FRAUD ON THESE RETURNED ITEMS EVER! USAA REVERSED ONLY CREDITS ON ACCOUNT MERCHANTS {$340.00}. PAID XX/XX/XXXX. ( ** THIS RESULTED IN ** UNEARNED FRAUD REVERSED CREDITS. ) See attatched XX/XX/XXXX STATEMENT. IT CONFIRMS TRUTH. This created NEW PURCHASES ON XX/XX/XXXX. ** I DID NOT PURCHASE WHAT I RETURNED!! USAA OWES ME THE {$340.00} FROM XX/XX/XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-01
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: When we were looking to start using credit cards to help build our credit we contacted USAA to see what options they had. The rep we spoke with told us our best option was their secured credit card. The benefit was after 2 years of payments we would be moved to an unsecured card and our deposit would be returned to us. We chose to do this since we really wanted to build credit. We had to call today to say we didn't want our deposit to roll into a CD and we wanted to withdraw it and to ask how the procedure was moving forward. ( Did we need new cards or anything else that we needed to do since our 2 years was up. ) The woman on the phone said we don't do secured cards anymore so you'll have to reapply ( dinging our credit again ) if we chose to withdraw our money. I asked her if she was really telling me that after we had done everything that was asked of us USAA was not going to follow thru on end of our contract. She put us on hold for quite awhile while she spoke with another department and came back. She had no explanation except that we had to reapply. I again asked the same question and she started beating around the bush so I stopped her and said it's a yes or no question and she no they would not be honoring the terms of the agreement. I advised that it would be in her best interest to get me a supervisor. Guess what, no supervisors were available and no one in ERT ( whatever that is ) was available either. She said she was putting in for an emergency call back from a supervisor. I said they will call today, correct? The CD will renew tomorrow and the decision has to be made today. She said she making it urgent. I again said they will call today correct. She said I am hanging up to get someone right now. It is now 2 hours later and no phone call and they are closed. No call. Not surprised. USAA has gone downhill since their new CEO has taken over. We are XXXX XXXX XXXX and can not go thru having our credit dinged more than it already is getting dinged right now by the federal government and banks to help out in the shut down. We chose USAA because of the program that they described to us and we did what was asked of us. They should be following thru and doing their part now that the 2 years are up. We have seen them break federal and state laws when it comes to insurance and have moved our insurance from them and now we see they think they are above the law in banking also. We hope that you will help us to let them know they are not.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-30
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: We previously had Auto insurance with USAA and left them due to their discriminatory practices with taking advantage of XXXX XXXX Americans and U. S. Veterans. We are now being retaliated against regarding their falsified claims for Home Insurance claims they have been reporting to XXXX XXXX and impacting us negatively when attempting to shop around for new Home Owners Insurance. USAA never paid a claim out for the Home Insurance Claims which we did not file as a claim. We only called them during a major Torando or Wind occurence in GA to inquire and just only view our home. However, we did not file 4 Claims and one is also a duplicate on the same day! Also, when I spoke to XXXX XXXX on XX/XX/XXXX, I was informed that these were not Valid Claims because there were No Payouts on them. Therefore, the following Home Claims should not be reported on our XXXX XXXX Report to further Oppress and Suppress XXXX XXXX-Americans from obtaining lower and competitive Home Owners Insurance : 1. XXXX - Home Claim USSA Reported on XXXX XXXX, XXXX 2. XXXX - Home Claim USSA Reported on XXXX XXXX, XXXX 3. XXXX - Home Claim USSA Reported on XX/XX/XXXX 4. XXXX - DUPLICATE Home Claim USSA Reported on XX/XX/XXXX This is a direct form of Discriminatory Practices which USAA has exemplified against us by utilizing XXXX XXXX to report negative and False claims to retailiate and oppress us from obtaining Home Owners Insurance! They need to be reported to SEC and FTC for their illegal practices as well!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-30
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: customer service giving incorrect payment information customer service saying they will get back to you and never do attempting to collect late fees before payment is due App does not verify a payment was made successfully causing overdraft when you attempt to make payment again See letter to XXXX XXXX for more details : XXXX Dear Mr. XXXX, My father is a veteran, so I opened a credit card with USAA. I had heard that the service was outstanding and opened a credit card number XXXX XXXX XXXX XXXX. I attempted to pay the balance on XX/XX/XXXX. Your app appeared not to have taken the payment, so I tried again using a smaller amount. This caused an overdraft situation because even though the app appeared not to take my payment, it did which cost me over {$300.00} in fees and put me over the limit. When I contacted USAA to correct the situation, I naively thought someone would investigate and call me back, so I waited, and the account went delinquent. More delinquent fees piled up on the account and you ruined my credit by reporting me to the credit bureau. I had some serious medical issues which I am recovering from and I lost my job. Recently I asked for a reprieve for Coronavirus and as usual I never heard back from USAA. I am requesting the following actions be taken 1 ) Since the app mislead me into thinking the payment had not been taken I should be reimbursed the late fees. 2 ) I am requesting that you notify the credit agencies using XXXX to remove the delinquencies you have reported on his account. 3 ) In return I will set up automatic payments to pay this debt off as you can see I have been making payments in good faith. 4 ) also asked for a Coronavirus deferral and as usual I have not heard back. I think this is a reasonable request. I would like a response within XXXX week and after that I will copy the consumer protection agency and perhaps, they will get back to me. Thank you, XXXX XXXX cc. Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX. Washington, D.C. XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32708
Submitted Via: Web
Date Sent: 2020-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-30
Issue: Other features, terms, or problems
Subissue: Privacy issues
Consumer Complaint: THIS COMPLAINT IS ABOUT USAA 's CONFLICTING FRAUD INVESTIGATIONS BEGUN Attatched XXXX XX/XX/XXXX Adjustment Purchases of USAA XXXX DISPUTES USAA SUBMITTED. ( {$230.00} XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) CONFIRMED BY USAA XX/XX/XXXX AS ** AUTHORIZED TRANSACTIONS USAA POSTED NEW TRANSACTIONS XX/XX/XXXX FOR THESE ** AUTHORIZED TRANSACTIONS TOTAL {$470.00} See attatched XX/XX/XXXX CREDIT CARD ( FRAUD CLAIM DATE XX/XX/XXXX UNAUTHORIZED TRANSACTIONS I SUBMITTED ) XXXX. OF XX/XX/XXXX {$470.00} ** THESE ARE SAME {$470.00} TRANSACTIONS THAT USAA SUBMITTED XX/XX/XXXX CONFIRMED AUTHORIZED TRANSACTIONS XXXX XX/XX/XXXX. USAA POSTED NEW TRANSACTIONS. I DID NOT PURCHASE. THESE AND SIX MONTHS LATER SAME TRANSACTIONS ARE UNAUTHORIZED. USAA HAS NEVER PROVIDED THESE FRAUD CREDITS FOR XX/XX/XXXX OR XX/XX/XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-29
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 disputed a charge on my VISA card with the USAA FSB from the XXXX XXXX XXXX which forced me to book a different flight than the one I originally purchased. On XX/XX/XXXX I received a voice message from the USAA stating that according to the Airline the ticket was used ... the services were rendered ... there were no cancellations involved. In the voice message USAA representative XXXX informed me essentially that they have to go off of the information provided by the Airline. I disagree. I was not allowed by the XXXX XXXX XXXX to use my ticket for the original flight and was forced to pay extra to book a later flight. At that time I was informed by the XXXX that my ticket was cancelled. I provided to the USAA FSB copies of my boarding passes for the original flight. Neither the XXXX XXXX XXXX nor USAA is treating me fairly, The supporting documentation I provided to the USAA confirms the cancellation of my ticket. The USAA is failing repeatedly to conscientiously review the information I provided to support my dispute. Apparently, the USAA feels they have to go off of the information provided by the airline. There is, however, no evidence that I was able to use my original ticket and boarding passes and to fly on the original flight. There is evidence ( receipts ) that I had to pay the XXXX additional {$110.00} to book a later flight. USAA continues to fail to provide a reasonable resolution of my dispute.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33771
Submitted Via: Web
Date Sent: 2020-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-29
Issue: False statements or representation
Subissue: Indicated you were committing crime by not paying debt
Consumer Complaint: See attatched CREDIT CARD LETTER dated XX/XX/XXXX CONFIRMS FRAUD CLAIM date XX/XX/XXXX OF {$470.00} See attatched USAA statement XX/XX/XXXX. Note at the bottom of the page XXXX XXXX CREDIT - {$120.00}. The balance ( AFTER XXXX XXXX WAS CREDITED IS {$470.00}. ) XXXX PROOF XXXX XXXX {$120.00} WAS NOT REPORTED FRAUD BY ME XX/XX/XXXX. USAA HAS LIED FOR TWO YEARS SLANDERING MY NAME CALLING ME A CRIMINAL TO CRAs Reporting I REPORTED FRAUD ON RETURNED GOODS. XXXX XXXX. XX/XX/XXXX. {$120.00}. THIS DESTROYED MY CREDIT AND IS A LIE. I DID NOT REPORT {$470.00} & {$120.00} FRAUD. I ONLY REPORTED THE BALANCE. TRANSACTIONS. AFTER XXXX XXXX WAS SUBTRACTED {$470.00}.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A