Date Received: 2020-04-16
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: USAA has refused to provide WRITTEN DOCUMENTATION OF MY FRAUD REPORTS OF XXXX & XXXX. Two years later still USAA Refuses to provide. WRITTEN documentation of * RESOLVE. COMPLETION OF INVESTIGATIONS. ON ALL THE UNAUTHORUZED TRANSACTIONS I REPORTED. ( ** XX/XX/XXXX THERE ARE {$2.00}, XXXX OTHER FRAUD CREDITS NOT INCLUDED IN THE TOTAL CREDITS FOR XX/XX/XXXX. ALL USAA FRAUD CREDITS ARE INTERNAL HIDDEN FROM CONSUMER. ** ) USAA WAS FINED XXXX OF DOLLARS XX/XX/XXXX FOR NOT RESOLVING ERRORS ON XXXX MEMBERS some my familys ACCOUNTS that I recommended usaa to ** BY LAW I DEMAND WRITTEN PROOF OF RESOLVE OF FRAUD REPORTED COMPLETION OF INVESTIGATION WITH PROOF I PURCHASED FROM MY IP ADDRESS AND MERCHANTS DOCUMENTION INCLUDED PROOF DELIVERY ACCEPTED & SIGNATURE. XXXX & XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-04-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-16
Issue: Trouble using your card
Subissue: Credit card company won't increase or decrease your credit limit
Consumer Complaint: In a letter dated XX/XX/2020, my bank, USAA Federal Savings Bank, informed my wife and I that they had lowered the credit limit on our XXXX XXXX card, to {$500.00} dollars. Prior to this unsolicited action on the their part, our XXXX had a {$30000.00} dollar limit. They removed from my household {$29000.00} in available credit, or 98.3 %, of our credit availability. This is not a trivial amount of credit. This is not a " reduction '' or an " adjustment ''. This amount, is punitive in its nature, and absolutely malicious in its timing, given the crisis currently facing our Nation and the employment uncertainties many in the Country are facing. Their stated reason for this, was " account inactivity '', nothing more. A properly maintained, properly managed credit card, that had always had its balances paid off timely, was taken from us, in 98.3 % of its entirety. This credit card was our emergency card. It was in place for a reason, and a good one. At no point ever, did USAA ever notify us that " inactivity '' was being tracked for purposes of closure ... ..which is effectively what they have done. At no point ever, were we explicitly notified by USAA, that our " inactivity '' was approaching a closure threshold, or that an " extended period of inactivity '' could potentially result in a closure. It was taken from us, with zero opportunity afforded to us to mitigate this result. A result, which if warned, we would have happily avoided. But no, USAA notified us *AFTER* the fact, and afforded us no tangible recourse in repeated and frantic phone calls begging them to reverse their decision. We have been advised by USAA to wait 6 months, and apply for additional credit, thus damaging even further our credit score. It is absolutely appalling, that after arbitrarily removing almost 30K of credit from us, having our FICO damaged by the destruction of our credit usage ratios, USAA has the temerity to advise us to further damage our credit by applying for something that never should have been taken from us in the first place. This is a particularly offensive action for USAA to take, given the fact that a significant majority of their membership, are Federally employed service members not facing the employment questions much of the civilian population contends with at the moment. Additionally, I am not an out-of-work bartender who posses a risk to USAAs solvency. I am a gainfully employed XXXX, married to a XXXX XXXX, who is serving our community in the front lines of this COVID-19 crisis in the Emergency Room of her hospital every night. We have to self isolate, even from eachother, paying particular attention to our XXXX XXXX XXXX daughter whose health is put at risk by wife 's profession. Now we have to content with the loss of credit on top of all that. For what reason? " Inactivity ''?!!! USAA 's action, has materially harmed the financial well being of my household in the following ways : 1 ) My credit score has been reduced over 70 points as a direct result of USAA 's action. My wife, has seen a similar reduction in her score, from XXXX to XXXX of 2020, according to the report we ran. I am happy to make this available to you upon request. 2 ) Our credit usage ratios are materially, and negatively effected by the elimination of almost **30K** in available credit on a properly maintained and paid up account. This effects multiple factors that any financial institution would assess while considering an application for financing, or re-financing. That is not a trivial issue. I take that very seriously and its impact is totally unprovoked, and completely malicious in its result. 3 ) We no longer have an emergency line of credit available to us, at exactly the time it is needed most. While I do not debate USAAs " authority '' to " adjust '' credit limits based on certain parameters, I absolutely do question the legality, and the fiduciary intent behind such a drastic reduction for no other cause than inactivity. I suspect it is legally questionable to reduce by so much, i.e. 29.5K, 98.3 %, for " inactivity ''. I suspect there are guidelines governing the reduction of credit, its causes, and its amount. It should matter, to the Government, what this has done to our credit scores and ratios, and what USAAs stated reasons were, and what " inactivity '' actually means in the context of this issue. " Inactivity '' is **NOT** a justification to harm, and that is what they have done. This was an account in good standing, and had always been so. I want this reviewed, I want my complaint made public, and I want my good credit restored. The effects on my household, particularly at this time with Covid-19, are punitive. It is tantamount to malice. It is absolutely disgusting, and it directly flies in the face of the " Member Service '' USAA so aggressively advertises.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 45140
Submitted Via: Web
Date Sent: 2020-04-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-15
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Less than two weeks ago usaa opened a closed account after a direct deposit was mistakenly sent there and they took my money that never should've been owed but thats irrelevant atthis point. Usaa then closed this same account t and mailed a check. They did all of this without my consent or authorization. But now my much needed stimulus check was sent back and they refused to open this same account even though they had just done this very same thing less than 2 weeks ago. Now I'm going to have to wait even longer for my stimulus due to usaa 's extremely selfish unfair business practices.
Company Response:
State: GA
Zip: 30240
Submitted Via: Web
Date Sent: 2020-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-15
Issue: Other transaction problem
Subissue:
Consumer Complaint: I provided a bank certified check for mobile deposit to my USAA account. At the time of the deposit the mobile transaction was accepted and did not state there was an image problem. Then 10 days later a image problem was noted to me by mail and the actual check was requested. I mailed the original check immediately after taking another photo of the check. I mailed it by the stated date required. The bank suddenly did no recieve the check by the stated date and his holding 10k of those funds causing subsequant problems with my bill pays, and checks they continue to send out checks through my bill pay with a negative balance. This is causing me excessive fees and will result in additional credit problems. this bank has also been sending my bills out late in the last month. I have contacted customer service where they have stated I have a 7-10 day waiting period to get these funds replaced. this is a national emergency. I am a XXXX XXXX XXXX on the front line and the bank is taking advantage of me at this time. I plan on stopping all services with this bank although I have been a long time customer with few problems. they have failed to acknowledge my fathers XXXX war service even though he was buried with military honors I want these issues recectified
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 06516
Submitted Via: Web
Date Sent: 2020-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-14
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: USAA reduced my overall available credit significantly then subsequently closed my account. They denied a subsequent application for a similar account stating that I had recently applied for too many accounts. Review my application and reassess decision based on CREDITWORTHINESS!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-14
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: USAA STILL HAS NOT CREDITED THIS BECAUSE ** ( THERE ARE NO TEMPORARY CREDITS TO BEGIN INVESTIGATION FOR XX/XX/XXXX TRANSACTIONS ) ( DUPLICATE ** UNAUTHORIZED TRANSACTIONS. ARE POSTED XX/XX/XXXX ) This investigation took a year to complete and NO REFUND OF FRAUD See attatched FRAUD CLAIM LETTER XX/XX/XXXX XXXX XX/XX/XXXX claim date {$470.00} UNAUTHORIZED ) & TEMPORARY CREDITS MADE PERMANET. see transactions XX/XX/XXXX - XX/XX/XXXX, XXXX. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX TOTAL {$470.00} ** THIS AFTER XXXX & XXXX REFUNDED BY MERCHANTS. XXXX XXXX {$120.00} XXXX {$210.00} see attatched XX/XX/XXXX statement transactions XX/XX/XXXX XXXX ** KINDLY NOTE ( F ) REFERNCE NUMBER in front of transactions ** MEANS USAA WAS WELL AWARE THESE ARE PREVIOUSLY REPORTED FRAUD. USAA KNOWING POSTED **'DUPLICATE UNAUTHORIZED TRANSACTIONSC XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX TOTAL {$470.00} USAA HAS HELD ME ACCOUNTABLE FOR {$470.00} & {$470.00} FOR 2 YEARS. THIS DESTROYED MY EXCELLECT GOOD CREDIT.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-14
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: USAA Refuses to NOTIFY ME WHY?? THEY REVESED {$1.00}, XXXX CREDITS XX/XX/2019. NO NOTICE OF FRAUD OR DISPUTE NOT IN MY FAVOR?? USAA DOES NOT SHOW INTERNAL CREDIT INFO TO CONSUMERS. USAA CLAIMS ALL CREDITS ARE CREDITED I HAVE A RIGHT TO ** KNOW WHO MERCHANT IS OR WHAT CREDITS ARE ABOUT WHEN CREDITS TAKEN. HOW CAN USAA HIDE CREDITS THEY TAKE?????? I HAVE A RIGHT TO KNOW.!!! I HAVE BEEN HELD LIABLE FOR FRAUD FOR TWO ( 2 ) YEARS.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-14
Issue: False statements or representation
Subissue: Indicated you were committing crime by not paying debt
Consumer Complaint: XX/XX/XXXX CFPB XXXX USAA Indicates I COMITTED A CRIME REPORTING RETURNED ITEM AS FRAUD XXXX XXXX {$120.00}. See attatched XX/XX/XXXX statementt XXXX XXXX {$120.00} was paid by merchant BALANCE AFTER XXXX XXXX IS SUBTRACTED IS THE {$470.00} I REPORTED AS FRAUD AND NO IT DOES NOT INCLUDE THE XXXX XXXX. USAA REPORTED THIS TO CRAs and CFBB. AND REFUSES TO CREDIT WITH THE PERMANET CREDITS I WAS DESERVED XXXX. I HAVE BEEN HELD LIABLE FOR THIS FRAUD SINCE XX/XX/XXXX. Furthermore See attatched FRAUD CLAIMLETTER XX/XX/XXXX claim date XX/XX/XXXX {$470.00}. Confirming Temporary credits were made Permanet. See attatched XX/XX/XXXX statement. THERE ARE NO TEMPORARY CREDITS TO REMAIN PERMANET. This took a year to complete the investigation. USAA HAS SLANDERED MY GOOD NAME. AND DID NOT MAKE PERMANET CREDITS OF {$470.00} IN XXXX. I DEMAND USAA CLEAR MY NAME *** USAA READ YOUR OWN TRUTH IN LENDING STATEMENT. 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: 2020-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-14
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: My credit balance was reduced from XXXX dollars to XXXX dollars without notice. This has dropped by credit score. I reached out to the company in order to reverse this and they told me they will not be able to do it.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 076XX
Submitted Via: Web
Date Sent: 2020-04-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-14
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I have been looking for more work due to the pandemic going on. I got contacted by recruiter from XXXX and got hired by XXXX XXXX to fill an online XXXX XXXX position they had open. They sent me a Cashiers Check so I could purchase their online software needed from a separate vendor. I deposited this check from XXXX XXXX for {$1500.00} on XX/XX/2020 into my USAA Savings account. This deposit posted that day to my account and showed that funds were available. I transferred that amount to one of my XXXX USAA Checking accounts to send money for the Software I needed. I sent money thru XXXX to a XXXX XXXX twice for Software {$500.00} and {$450.00}. I was not called or told anything was wrong with this transaction. I tried using my card on Saturday and it would not work. I then logged on to USAA Sunday and it showed my accounts listed as unavailable. Monday XX/XX/2020, I called USAA to see what was wrong. They have a hold on all of my accounts while they investigate the check that has not cleared yet. I tried calling the Company about the check and I can not get any response. So as of Monday XX/XX/2020, my accounts when I log in show this as their balance : USAA Savings - {$940.00} ( The XXXX that was deposited his hitting solely this account ). USAA Checking account Me {$300.00} This is the account that the XXXX Cashiers check was transferred to and {$950.00} had been sent already via XXXX for Software USAA checking account XXXX {$2800.00} When I called I told them I could not get ahold of anyone from the company they told me that I had probably been scammed and that they dont cover that even though they cleared the check originally. I told them I had no reason to think it hadnt cleared when funds showed as available. They then told me they would start the investigation into it but more than likely I was going to have to take the hit because even though it was fraud it wasnt fraud on the bank it was a scam and I participated in it so it didnt fall under fraud that they would cover. I told them I did not think that was right but I needed my accounts unfroze, so I could access my money. Then I was told that they could not allow me to access my accounts while they were investigating. I told them I thought it was illegal for them to not allow me to access my funds. I asked if I could transfer {$1100.00} from my XXXX checking account to my Savings account so it could cover the entirety of the money of the check they were investigating. That way I could have access to the remainder of the {$1700.00} left in the XXXX account, and the {$300.00} in my Me checking account. They told me NO that it was their policy they not allow me to have access to any of my money during the investigation process. I then got to talk to XXXX a part of the Executive Team that helps solve any of these situations. He told me the same thing. He told me it was for my protection just in case the fraudsters had gotten link to my account somehow or someway. I even asked if I could transfer money as stated earlier and then leave {$0.00} in all of my accounts besides the {$1100.00} in my USAA savings ( after transfer from XXXX checking account ) and transfer the remaining amounts to my XXXX XXXX account that is linked so transfer {$1700.00} ( of the XXXX remaining balance ) of my XXXX and {$300.00} ( of the XXXX ) of my Me Checking account for a total of {$2000.00} to my XXXX XXXX account. That money has nothing to do with the investigation of the supposed Fraudulently check I had received. He again told me that there is no way for me to access the money that was in my account and totally separate from the check in question. I even told him that my XXXX account is a totally separate account that had nothing to do with this transaction and he told me all of my accounts with USAA are grouped together to once its frozen it is Their policy to not allow access to your accounts until the investigation is over. He did tell me good news is if they have already taken check back out of your savings they are it shouldnt be too long before bank returns the check. He added take that as a grain of salt because it could take the bank as long as a month to return check. I asked if that was the case my money ( {$3100.00} if check ends up clearing, {$2000.00} After I leave ( XXXX ) in savings if it gets returned and you charge me for it instead of using Fraud Insurance as accounts sit right now ) I would not be able to access for that entire month if that was the case he then told me yes that is correct. I told him this made no sense why I cant access the money that has no tie or nothing to do with the account after I leave enough in the account the check was deposited in to cover the worst-case scenario. He told me it was company policy. This is the account I use for my day to day, I pay bills out of my other Bank. I told XXXX that he is telling me I cant use my money or my account to buy groceries, gas, or anything when I have over XXXX dollars that are free and clear of this check amount. He told me yes.
Company Response:
State: TX
Zip: 75126
Submitted Via: Web
Date Sent: 2020-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A