Date Received: 2020-04-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2020 I received a notification from USAA demanding proof of flood insurance for home equity line of credit otherwise coverage would be forced placed. I have flood insurance through USAA. Why is USAA sending me forced placement notices? After attempting to follow the instructions, the automated prompts provided another number for me to call. I spoke to someone although I am not confident the appropriate action is taken as there was no follow-up phone call or email.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32082
Submitted Via: Web
Date Sent: 2020-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-06
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: On or around XX/XX/XXXX, USAA abruptly closed my checking account. I was alarmed when I couldn't login to either phone app or web browser. I tried multiple times and then noticed the vague bubble popping up and fading stating that for security reasons, my account has been closed. I then contacted USAA. After a 35 minute hold awaiting the reason for not being able to access my account, the lady stated okay Sir, the reasons your account has been closed is because we at USAA have implemented a new policy and that policy gives USAA the right to use the option of closing your account. I asked, for what? She then stated because of a XXXX background XXXX charge on your account. I was so confused because I had been a member of USAA for 5 years now. I was lost for words and she then said thank you for your Service and for banking with USAA for 5 years is there anything else I can help you with? I said wow, really? What about my insurance? I have rental and car insurance. I just obtained a new policy. Well, I'm unsure about that let me transfer you to that department. The lady with the Auto insurance stated that my insurance policies were current and not cancellation was in place. Well, 2 weeks later, I received a letter stating my insurance policies were then closed immediately. I not only lost the money I just paid for my current month, but I did not have any access to my money to obtain new insurance. After I did find the best quote it is now {$65.00} more a month with less coverage. My rights and benefits as a veteran was snatched away because they decided to act on a new policy. It has caused me nothing but XXXX XXXX as a veteran with XXXX and sleepless nights. This has caused me a loss in finances and so much more.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77014
Submitted Via: Web
Date Sent: 2020-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-05
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: I HAVE A SEVER XXXX XXXX AND NO ACCESS TO XXXX OR USAA. Documentation of request options for my XXXX TO NO AVAIL. My letter XX/XX/XXXX to XXXX requesting VERIFICATION OF ORIGINAL WRITTEN DOCUMENTATION TRANSACTIONS PURCHASED BY ME DELIVERY ACCEPTANCE SIGNATURE OF DELIVERED INTO MY HANDS. Proof XX/XX/XXXX XXXX RECIEVED THE BELOW : XX/XX/XXXX XXXX. case # XXXX CRIMINAL INVESTIGATION OF DELIVERIES NOT DELIVERED AFTER XX/XX/XXXX. USAA FRAUD CLAIM dated XX/XX/XXXX XXXX XX/XX/XXXX FRAUD OF {$470.00} UNAUTHORIZED TRANSACTIONS INVESTIGATION TOOK 10 MONTHS TO COMPLETE. FTC Ideninity Theft case XXXX dated XX/XX/XXXX. IT APPEARS STATUTES ARE IGNORED BY XXXX AND USAAXXXX Confirmation XX/XX/XXXX USAA XXXX DID NOT CORRECT THE ISSUE. I was DENIED CREDIT DUE TO INCORRECT CREDIT REPORTING. THIS IS ID THEFT. XX/XX/XXXX see attatched. I followed ftc guidelines BANK AND CRA DID NOT.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-05
Issue: Struggling to pay your loan
Subissue: Loan balance remaining after the vehicle is repossessed and sold
Consumer Complaint: So I obtained a loan through usaa for a used XXXX XXXX. I was paying for the car till I went through some hard times the vehicle was purchased in XXXX where in XXXX it was repossessed the amount that I owe the for the car has changed between several amounts and on multiple calls it's a different amount. The amounts range from XXXX, XXXX, XXXX and XXXX every call to usaa over the years lead to a different number. After the repossession appox a week later the vehicle was returned to me and they still made me responsible 5 years later but without a clear amount that is owed. Also on my credit report it is being switched between being active and non active after placing it in a write off profit and loss. In doing so its keeping the account alive when it should be closed and at some times they switch it from write off to repossession after they've already repossessed and returned the vehicle.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 214XX
Submitted Via: Web
Date Sent: 2020-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-04
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: XX/XX/2020 I called to access my account using my call password I have used 35 years. USAA DOES NOT PROVIDED ON LINE ACCESS DUE TO MY XXXX XXXX. NOW USAA can not verify me using my call password that has worked 35 years so I HAVE NO ACCESS TO CALL ABOUT MY ACCOUNT. This is due to my hand XXXX also. I physically am unable to ( text or email ) proof of who I am. ** NO PHONE ACCESS. XXXX USAA IS NOT XXXX ACCESSIBLE FOR XXXX MEMBERS
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-04
Issue: Written notification about debt
Subissue: Didn't receive notice of right to dispute
Consumer Complaint: USAA PROVIDED NO ( * not ada accessible for my XXXX XXXX ) ACCESS FOR ME TO RESOLVE FRAUD AND SENDS ME TO COLLECTIONS DESTROYING MY EXCELLENT CREDIT SCORE SO I AM DENIED CREDIT WITH XXXX XXXX ( documentation of denial unpon request ) See attatched XX/XX/XXXX LETTER RE : XX/XX/XXXX UNAUTHORIZED TRANSACTIONS I REPORTED {$470.00}. Stating temporary credits were made permanet *** there are no temporary credits to make permanet *** 1 ) THIS TOOK A YEAR TO COMPLETE THE INVESTIGATION. 2 ) THIS IS STILL UNRESOLVED. 3 ) THIS IS FTC ID THEFT CASE XXXX. USAA CLEARLY DOES NOT ABIDE BY THE LAW.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-04
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: See attatched usaa bill. This is not mine. Card XXXX. XXXX. Please usaa, provide verifiable documentation of the activation on this creditcard. This is not mine.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-03
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: A payment to USAA Credit Card was due on XX/XX/XXXX. The grace period to avoid a late fee of {$35.00} was XX/XX/XXXX. We were not able to make the payment until XX/XX/XXXX and by then we would avoid a 30 day late reported to our credit bureau. The attached USAA statement clearly states pay by XX/XX/XXXX. We paid on XX/XX/XXXX as documented and they are saying because it took 2 days to post between XXXX and USAA that it was now 30 days late. USAA suggested we should open an account there and then creditting internally would be on the same day as the payment day. Our bank, XXXX said even though it pended on the XXXX, USAA had their money on the XXXX of XXXX. My purpose of this complaint is that USAA placed a 30 date late on my credit bureau unjustifiably. I am enclosing a copy of the USAA XXXX statement that shows when the payments are due. Note that XXXX 's statement shows a credit for a disputed late fee of {$35.00}, also this statement which followed in XXXX clearly shows that USAA received the payment on the XXXX XXXX, just as required. My bank posted it on our bank statement from pending to posting date XX/XX/XXXX. That's an internal banking thing that has nothing to do with me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 750XX
Submitted Via: Web
Date Sent: 2020-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-03
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: After filing complaint ID # XXXX-XXXX on XX/XX/XXXX with your agency against USAA Federal Savings Bank and receiving their response to your agency from your agency, which was not satisfactory in relation to the complaint ( dispute ), I then requested through their USAA Credit Card Agreement Arbitration Addendum, which is part of the credit card agreement, to start the arbitration process through filing with XXXX XXXX XXXX, as their administrator. I sent this request following USAA 's written process through USAA 's General Counsel using USPS certified/return receipt mailing to both entities. As of today 's date XX/XX/XXXX, there has been no response to the request for arbitration for USAA disputes and claims to be resolved. This is mandatory arbitration included in their credit card agreement which precludes me, the credit card holder from pursuing litigation either in small claims/civil court or filing a class-action lawsuit until this process has commenced. Their refusal to acknowledge the request to proceed with arbitration through XXXX appears to be a purposeful tactic to stall civil litigation. Additionally, I requested through the USAA credit card contract page 24 that USAA informs the credit bureaus ( 3 ) that this account contained within the complaint number referenced above to be reported as disputed due to fraud and my statement be included in their monthly reporting. I wrote to the USAA/Consumer Report Dispute department as they have referenced in their CC agreement, mailed this certified/return receipt USPS again with no response as of XX/XX/XXXX. USAA is not following their own internal banking guidelines and procedures they themselves have set forth in their Banking/Credit Card Agreement, and if this is the case, since there has been no written, digital or oral response to the above-referenced requests, I would through your agency request the ability to move forward with civil litigation against USAA Federal Saving Bank, since their mandatory credit card arbitration through ( XXXX ) XXXX XXXX XXXX has not been followed through on their companies part.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92629
Submitted Via: Web
Date Sent: 2020-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-02
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: USAA Visa credit card stolen on XX/XX/2019. Called company immediately to notify of theft. By this time, card had been used for the following amounts : XXXX XXXX store # XXXX ( XXXX, CA ) Amount {$630.00} XXXX XXXX # XXXX ( XXXX, CA ) Amount {$200.00} XXXX XXXX # XXXX ( XXXX, CA ) Amount {$200.00} XXXX XXXX # XXXX ( XXXX, CA ) Amount {$50.00} USAA credited my account for the fraudulent amounts and issued a new Visa card, Somehow the fraudulent amounts were recharged to my new USAA Visa and I have been dunned by letters, phone calls, since that happened to pay my credit card balance. I have made at least 7 calls to USAA to try to correct this matter with absolutely no results. This credit card has not been used since I received the new Visa card, but fees and interests are accumulating on the monthly bills for the fraudulent amounts.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92506
Submitted Via: Web
Date Sent: 2020-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A