Date Received: 2020-04-29
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I filed 2 disputes with USAA Federal Savings Bank on my Checking Account : -The first dispute was with XXXX XXXX for {$230.00} that was billed as an annual membership fee for their movie program -The second dispute was with XXXX for {$170.00} that was billed as an annual membership fee for their dining plan Both of these companies have furloughed up to 90 % of their staff, closed all physical locations, and are unavailable via telephone, their website, or email due to the COVID-19. I tried to contact both of these companies through all of the previously listed methods but was unsuccessful. I received a response from USAA that they were declining my dispute and told me that I needed to contact the merchants, which I am unable to do because the companies are closed. When I contacted USAA Federal Savings Bank about the declined dispute, they stated that they had an internal policy that " superseded the regulations '' and would not be processing my dispute. They directed me to contact the merchant, which I explained was impossible because they were closed.
Company Response:
State: TX
Zip: 78229
Submitted Via: Web
Date Sent: 2020-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-27
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: USAA HAS DESTROYED MY CREDIT. I HAVE BEEN DENIED CREDIT DUE TO UNRESOLVED ID THEFT. See attatched XX/XX/XXXX statement Balance owed {$470.00}. See attatched FRAUD LETTER CLAIM. dated XX/XX/XXXX FRAUD CLAIM DATE XX/XX/XXXX ( took ONE YEAR TO ** Complete Investigation ) UNAUTHORIZED {$470.00} transactions CREDITED. see attatched XX/XX/XXXX statement USAA ONLY PROVIDED {$59.00} CREDITS. ( **USAA HAS OWED ME {$410.00} FRAUD CREDITS SINCE XX/XX/XXXX & HAS DESTROYED MY EXCELLENT CREDIT SCORE. ** )
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-27
Issue: Took or threatened to take negative or legal action
Subissue: Collected or attempted to collect exempt funds
Consumer Complaint: See attatched Transactions of XX/XX/XXXX statement of New Transactions {$470.00}. see attatched FRAUD LETTER of XX/XX/XXXX CLAIM DATE XX/XX/XXXX {$470.00} ARE UNAUTHORIZED Transactions. See attatched Transactions XX/XX/XXXX DUPLICATE UNAUTHORIZED FRAUD 2ND TIME {$470.00} New Transactions. ( ** USAA HAS OWED ME {$470.00} CREDITS SINCE XXXX ** ) USAA HAS DESTROYED MY EXCELLENT CREDIT FOR WHAT I DID NOT OWE.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-27
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 XX/XX/2019 statement. XXXX CREDITS XXXX {$280.00} & {$200.00} ** USAA REVERSED BOTH CREDITS XXXX JUST PAID ON XXXX/XXXX/2019.?? Note OTHER CREDITS ( summary account activity ) DID NOT APPLY FOR THAT PERIOD. XXXX TOTAL CREDITS FOR THIS PERIOD {$910.00}. XXXX NONE ARE USAA CREDITS. USAA HAS SUBTRATED ALL. USAA Temporary Adjustment Credits *CONFIRMING TOTAL CREDITS ONLY OF {$910.00} APPLIED XX/XX/2019 WERE MERCHANTS CREDITS. see transactions XX/XX/2019 {$280.00} & {$200.00} USAA REVERSED THE ONLY CREDITS APPLIED MADE BY XXXX. USAA DID NOT GIVE CREDIT TO TAKE. USAA SUBTRATED. ALL THEIR CREDITS ONLY APPLYING {$910.00}. USAA STEALS MERCHANTS CREDITS LEAVING CONSUMER WITH THE FRAUD.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-27
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I had to file several valid disputes in which Usaa flag my acct and restricted my debit cards without proper notice before or after I contacted them about my cards not working. I was told I would have to possibly wait well past 90 days until all disputes have been resolved before I am able to even use my debit card again. It is my right a dispute so am I being accused of fraud from my own bank and beyond me and is absolutely unfair. From my understanding per usaa depository agreement I should have been properly notified and I never was.
Company Response:
State: TN
Zip: 37042
Submitted Via: Web
Date Sent: 2020-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-27
Issue: Struggling to pay your loan
Subissue: Denied request to lower payments
Consumer Complaint: My name is XXXX XXXX and I have a USAA auto loan ending in XXXX. I contacted USAA in XX/XX/2020 to request a Covid-19 related extension USAA gave a 30 day extension. At the time of my request the stay at home orders had only been for 2 weeks and since then have been extended well into in the middle of XXXX. I have been deeply impacted by Covid-19. Last week ( Week of XX/XX/2020 ) I contacted USAA to ask for a second extension and to my disappointment I spoke with 3 representatives each of which at random times cold transferred me to a new Represenative each of which had limited to no helpful information or authority in which to assist me. My autoload is due XX/XX/2020 and work is at a complete standstill in fact I am now unemployed and have not even gotten any benefits or stimulus payments. I am requesting that USAA differ payments on this loan by 60 days. Furthermore, I am very disappointed in the mishandling of this entire matter based on last weeks phone call to USAA. Please communicate with me in writing only, do not call me, do not record me if you do call me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-25
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I used to do all things financial with USAA. I had an EDUCATIONAL IRREVOCABLEFOR {$25000.00}. This trust account was set up in my name XXXX XXXX XXXX and the trust was for my son XXXX XXXX. I and only I would be in charge of trust monies until XXXX reached age XXXX. If educational funds are still available ( in 2020 ) then money will be distributed as I see fit to XXXX ( my son ) and my XXXX grandchildren as well. Every time I have attempted to find out what on this earth is going on with Trust through USAA, the guilty thief of my sons trust gets a elder abuse restraining order and therefore halts my right to go against her financially until order is up. USAA has treated myself and this rather spend major error on there part, its a dis tase. My grandfather was an original CHARTER MEMBER of USAA. At this point I need to know exactly what and how and whom to deem financially and criminally responsible. I learned that my mother, XXXX XXXX XXXX is, in fact, responsible for identity theft, for forgery, and I am sure a sleigh of other charges. She apparently did this trust change with one simple fax stating the I ( XXXX XXXX ) was removing myself ( irrevocable means can not be altered in any way ) from MY SONS, educational trust, replacing myself with my mother, for absolutely no good reason. At which point as soon as she is granted access to the trust she electronically has the entire amount of XXXX transferred into her private/personal bank account, and promptly spends every dime on herself, XXXX, XXXX. Not only did trust go missing, XXXX gained access to all my email addresses, and locked me out of all of them. She posed as me and closed, borrowed, spent, traveled, all on stolen money from mine and my sons Banking and trust account. I have been unable to view my old statements from USAS due to fact XXXX XXXX keeps intercepting my phone calls, my mail, my emails? I am currently and in recent past attempted to file identity theft, among other charges, against XXXX. She has with ill intent kept my private and personal documents, birth certificate, SS Card, car title, my sons same info. I changed address several times, she keeps changing back!! So, this is my first USAA rather LARGE AND IMPORTANT dispute. Its not ok to steal, make false allegations to obtain the law to be there muscle in illegal behavior. I have 2 other disputes, seperatly
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98607
Submitted Via: Web
Date Sent: 2020-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-24
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: USAA reported 30days late XXXX because their representative told me the wrong payment amount, short XXXX. USAA won't budge even though it was a bank error. I also had late payments in early XXXX on 3 accounts due to terminally ill father 's medical bills. Accounts have been paid in full.
Company Response:
State: OR
Zip: 97224
Submitted Via: Web
Date Sent: 2020-04-24
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-24
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 DECIEVES CONSUMERS WITH LISTED CREDITS Adjustment Purchases ( NOT INCLUDED IN THE TOTAL CREDITS LINE UNDERNEATH ALL THOSE LISTED ) See attatched USAA statements XX/XX/XXXX XX/XX/XXXX. Under Transactions NONE OF THE ADJUSTMENT PURCHASES CREDITS LISTED ** MADE TO APPEAR INCLUDED ARE INCLUDED IN THE TOTAL AT BOTTOM OF ALL THOSE LISTED. ** Kindly Note the cute little minus sign ( - ) DECEPTIVELY MAKING TRUTH IN LENDING STATEMENTS APPEAR LISTED ARE TOTALLED. ** THEY ARE NOT ** Note XXXX OTHER CREDITS TOTAL {$2600.00} ** ONLY {$910.00} are on TOTAL LINE OF CREDITS?? MISSING CREDITS??? ALL USAA CREDITS ARE INTERNAL HIDDEN FROM CONSUMERS. XXXX PROFOUND DECEPTION IN TRUTH IN LENDING STATEMENTS. WHY ARE CREDITS LISTED ABOVE THE TOTAL CREDIT LINE ** NOT INCLUDED IN THE TOTAL??? TOTAL CREDITS THIS PERIOD IS TOTAL.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-04-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-24
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: XX/XX/XXXX See attatched Credit Reported by USAA OPENED XX/XX/XXXX Account XXXX IS A FRAUDLENT ACCOUNT # This see attatched 1099- C Bankrupcy Debt Discharged XX/XX/XXXX WAS ACCOUNT OPENED XX/XX/XXXX XXXX DEBTOR NOT LIABLE. USAA CHANGED THE ACCOUNT NUMBER AND SOLD AS DELIQUENT ACCOUNT. USAA OPENED ACCOUNTS I DID NOT AUTHORIZE OR APPLY FOR 1 ) XXXX end XXXX now deliquent 2 ) XXXX XXXX ID THEFT case XXXX XXXX ) card end XXXX?? I DID NOT APPLY FOR ANY OF THESE ACCOUNTS ON LINE ONLY BANKING ACCOUNTS THAT I HAVE NO ACCESS TO. THEY ARE NOT ADA ACCESSIBILITY.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-04-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A