Date Received: 2020-03-21
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 FRAUD CLAIM. DATE XX/XX/XXXX INVESTIGATION COMPLETION LETTER XX/XX/XXXX {$470.00} TEMPORARY CREDITS MADE PERMANET. see attatched. XX/XX/XXXX statement BALANCE {$470.00}. WHY DIDN'T THE BALANCE CHANGE?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-21
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. USAA BEGAN FRAUD INVESTIGATIONS WITH TEMPORARY CREDITS XX/XX/XXXX, FOR {$52.00} XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX AND NEVER NOTIFIED ME WHEN THE INVESTIGATIONS COMPLETED. INVESTIGATIONS ARE REQUIRED TO BE COMPLETED WITHIN 60 DAYS. RIGHT? SO XX/XX/2019 THESE TEMPORARY CREDITS WOULD BE MADE PERMANET.?? HUH? PLEASE EXPLAIN USAA POLICY ON TEMPORARY CREDITS MADE PERMANET. I DO NOT UNDERSTAND ** HOW CAN THESE CREDITS EVER APPLY TO THE BALANCE OF XX/XX/2019 WHEN THEY ARE NOT MADE PERMANET UNTIL 60 DAYS LATER.???
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-20
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: XX/XX/XXXX CFPB XXXX USAA RESPONSE CONFIRMS. XXXX {$170.00} & {$170.00} were USAA PERMANET CREDITS XX/XX/XXXX. see attatched. XX/XX/XXXX statement of BEGINNING FRAUD INVESTIGATION TEMPORARY CREDITS ON XX/XX/XXXX ( SAME DAY I. REPORTED THE FRAUD. NOT A LENGTHY INVESTIGATION? ) INVESTIGATION WITH TEMPORARY CREDITS ARE AWAITING COMPLETION OF INVESTIGATION TO HOPEFULLY REMAIN PERMANET. AFTER INVESTIGATION. see attatched FRAUD LETTER OF XX/XX/XXXX USAA POLICY IS TEMPORARY CREDITS MUST BE MADE PERMANET ** AFTER COMPLETION OF INVESTIGATION. 1 ) HOW LONG DO INVESTIGATIONS TAKE TO COMPLETE? HOW COULD THIS INVESTIGATION END BEFORE IT BEGAN? ON XX/XX/XXXX?? HOW COULD TEMPORARY CREDITS BE PERMANET WITHOUT AN INVESTIGATION? WHY WASN'T AN INVESTGATION DONE??? I RECIEVED NO NOTIFICATION.. PLEASE PROVIDE WRITTEN DOCUMENTATION ITEMS DELIVERED INTO MY HANDS CONFIRMATION AFTER USAA INVESTIGATION COMPLETED.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-20
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: I am a XXXX and due to the corona virus I will no longer be working for months. I currently support my wife who has XXXX XXXX and I called to ask for a lower interest rate to help us through these challenging times. I called USAA to request that my interest be lowered to have a more affordable payment. The operator said we wont due that. I said what are you doing to help people? He rudely said, Im working thats it. Im going to work. I said can I talk to your supervisor? Im not asking for a handout. Im responsible with my credit and Im asking for a lower interest rate for a year which is how long this will take to recover. I will no longer be using my cards. I have 2 credit cards XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94523
Submitted Via: Web
Date Sent: 2020-03-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-20
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: Ii have been struggling to resolve ID THEFT FRAUD TO NO AVAIL FOR LONG LONG TIME.. I am Unable to Access my account on line due to a Severe Hand Disability.THEREFORE, I am requesting ( Special Needs Options ) for the XXXX. Please provide Written Documentation of all Fraud Reports from XX/XX/XXXX thru XXXX XXXX. USAA IS ON LINE BANKING ONLY FOR ME. I HAVE NO ACCESS TO THIS INFORMATION ANY OTHER WAY. Please include written documentation of the resolve.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-20
Issue: Managing the loan or lease
Subissue: Problem with the interest rate
Consumer Complaint: I purchased a new vehicle and financed it with a loan from USAA. I was confused about the specifics of a 0.5 % APR discount if I went to a dealer who particiapted in the USAA car buying program. I contacted the bank by phone to confirm the details of the specific discount. I confirmed verbally on a recorded line prior to purchasing my vehicle that I only needed to contact a auto dealer, verify that the dealer participated in the car buying program with USAA, then purchase a vehicle from that dealer and the 0.5 % APR discount would be applied to the rate of my loan. USAA has no physical bank branch locations so I had to rely on a verbal confirmation on my phone call. I went and purchased my vehicle in mid XX/XX/XXXX. I then received a APR billing form noting that I was being charged without the 0.5 % APR discount applied. I called USAA on Thursday XX/XX/XXXX approximately XXXX XXXX until XXXX to attempt to sort it out. The bank let me talk to an executive dispute resolution person named XXXX. XXXX reviewed the recorded call when I called USAA to clarify the details of the program and he admitted to me that USAA had made an error and incorrectly explained the details that I needed to follow to qualify for the loan. He explained that I was misled and that USAA would fix the issue for me. He took some time to confirm the details with his boss before coming back on the line with me. He explained that USAA would require me to pay the same fixed amount for a monthly payment but they would reduce the APR with the rate that I was told I would qualify for which was ~2.8ish % not the 3.3ish % that I was incorrectly charged. He explained that I would continue to pay my fixed monthly amount but that the principle of the loan would be paid off earlier thus saving me the money I should have gotten because I would have paid off the loan earlier and saved the difference in interest that I was owed. He explained that I should receive a letter in mid XX/XX/XXXX detailing the specifics of this remedy. I specifically asked about the detailed amount I would save and that this I specifically asked that they would reduce the total loan interest rate and that they provide me written details of this remedy. XXXX confirmed to me on the phone that they would honor the 0.5 % decrease in my rate because the person I had talked to prior at USAA had misspoke and given me incorrect information. XXXX did explain the details of the USAA car buying program and what I would have to do to qualify for the discount in the future. Ultimately this resolution would shorten the life of the loan since I will be paying the old monthly payment at the 3.3ish percent over the life of the loan but the loan amount will remain the same. I did confirm that I would still be able to pay off the loan early still. I waited until XX/XX/XXXX after I got a letter from USAA rejecting XXXX XXXX internal request. I contacted USAA and a representative told me that it was a sort of clerical error and that they would resubmit the paperwork through the proper channels. I stated to them that I was working on the assumption that what XXXX told me still stands on XXXX XXXX and USAA will have to figure out how to make it work for me. I received an email decline notice on or around XX/XX/XXXX from USAA. I called and spoke to a representative at USAA again and was told they would not honor the previous statements. I asked to speak to an executive resolutions specialist and was sent to talk with XXXX from their executive resolutions team. XXXX and I spoke and he reviewed the previous phone calls and notes in their system. He explained he would advocate for me and get the issue taken care of for me. He said he would resubmit and get back to me. XXXX and I talked again around XX/XX/XXXX, he explained it was not working and he was excalating to the car buying service and I should expect to hear back. On XX/XX/XXXX I received word that XXXX was sending something to the USAA advocacy team for me. He asked them to contact me. I have not received contact from Advocacy but did receive a call from a car buying service where I explained that this seemed to be a USAA issue and that they should contact USAA for details. On XX/XX/XXXX. I contacted USAA through their secure messaging app telling them I had not heard from XXXX and that I would file a complaint if I didnt hear back this week. Now on XX/XX/XXXX I'm filing.
Company Response: Company believes complaint is the result of an isolated error
State: DE
Zip: 19810
Submitted Via: Web
Date Sent: 2020-03-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-19
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 UNAUTHORIZED CHARGES USAA CARD XXXX TOTAL {$320.00}. FRAUD REPORTED XX/XX/2018 ARE THESE FRAUD INVESTIGATIONS COMPLETED YET? WHY WASN'T I SENT ANY NOTICE AS PER LAW? USAA NEVER SENT ME ANY DOCUMENTATION AFTER COMPLETION OF INVESTGATIONS. WERE TEMPORARY CREDITS EVER MADE PERMANET IN MY FAVOR??? IF SO WHEN? PLEASE SEND ME WRITTEN DOCUMENTION OF THE RESULTS OF THESE INVESTIGATIONS.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-03-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-19
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. XX/XX/2019 I REPORTED XXXX AS UNAUTHORIZED CHARGES {$170.00} & {$170.00} USAA NEVER SENT ME DOCUMENTATION ON THESE WHEN DID USAA INVESTIGATION COMPLETE??? WHY HAVE I NEVER BEEN NOTIFIED RESULTS OF THE INVESTIGATION? PLEASE SEND ME WRITTEN DOCUMENTATION OF COMPLETED INVESTIGATION.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-03-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-19
Issue: Struggling to pay your loan
Subissue: Denied request to lower payments
Consumer Complaint: I called USAA on XX/XX/2020 when I knew I was going to have a problem to the USAA collections department. They said the account was not here and sent me to the Auto loan department. The bill was due on XX/XX/2020. So at the time of the call the account was not late or past due. I called again asking what they were doing with Covid-19 nothing was said. I go into a chat today on XX/XX/2020 who tells me my account is over 30 days past due and that they can not do any deferment like I was asking on XX/XX/2020. I get XXXX on the call now XX/XX/2020 at who tells me 30 minutes after XXXX XXXX in the chat that the account is 4 days and they can not do anything
Company Response:
State: FL
Zip: 33442
Submitted Via: Web
Date Sent: 2020-03-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-19
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I have been fighting with this company for years I am not the person who opened these accounts and I never signed anything for these accounts, im not sure who stole and used my information but the back refuses to help correct this
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33455
Submitted Via: Web
Date Sent: 2020-03-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A