Date Received: 2023-11-13
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I'm in the process of buying a home and I realized I had damages on my credit report. According to the 15 U.S. Code 1681 their should not be any damages on my credit report its a defamation to my character.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 31605
Submitted Via: Web
Date Sent: 2023-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-13
Issue: Managing the loan or lease
Subissue: Problem with additional products or services purchased with the loan
Consumer Complaint: On XX/XX/XXXX, I went to XXXX XXXX to purchase a XXXX XXXX XXXX. I sent them my Dealer Funding Request from USAA and waited for hours. I looked up the car and found out it was a salvaged title. I told the dealership I do not want the car. I called USAA to tell them to cancel the loan all together but was advised I can use the dealer funding request or a different car. I still told USAA not to find the loan until they speak to me. On XX/XX/XXXX, I went to purchase a different vehicle. When I went onto USAAs site I saw the loan was funded on XX/XX/XXXX for the XXXX XXXX XXXX. I called USAA to ask what happened and I was told the dealership filled out the funding request. I called the dealership to ask what happened on their end and I was told they dont know what happened and they have already sold the vehicle to someone else. I had to get a second loan for the vehicle I had to purchase. I have called USAA every week since XXXX. I have gotten my military attorney involved. I have had neither clear communication nor a resolution in over 3 months. Not only is my credit score being impacted, but also my security clearance I hold for my job in the military.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: WA
Zip: 98312
Submitted Via: Web
Date Sent: 2023-11-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-13
Issue: Managing the loan or lease
Subissue: Problem with additional products or services purchased with the loan
Consumer Complaint: Im a Dealer in the state of Georgia. A customer came to my place to test drive a vehicle that she liked and wanted to buy it. She applied for a loan with USAA credit union that she is a member with. She was aproved for that loan and promised that with in 2 to 3 days the funds will be at the dealers bank account. after about 12 days the customer gave me premission to call USAA, and I did. I talked to someone who told me the loan is under review I asked to speak to a manager and after being on the phone for about 30 minutes the only respond I got is that the loan is under review. I decided to call again at this point the loan has been aproved 2 weeks before. to save time I asked to speak with a manager whom told me again that the loan is under review I replies by asking Please explain to me why has the loan been undre review for the last 2 weeks? why is it taking that long? I got no reply. when I stated that I will be filing a complaint against the bank she replys " Are you thretning me? '' one more thing I wanted to add that everytime I called and my costomer called we had to speak to someone else they dont have one person that is responseble for the loan. USAA credit union has showed behavior of restricted unfair actions, deseptive and abusive actions and should be properly disciplined for sush actions
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-14
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: On XX/XX/2023 I received a fraudulent request for a money payment via my account on XXXX. I thought it was someone that I knew so I mistakenly accepted the payment request and paid it thinking it was intended for someone else. When I realized that it was the wrong person and that there appeared to be a fee for foreign funds transfer which alarmed me as the name on the request appeared to not be a foreign request and in fact used an American name. I immediately contacted XXXX via their electronic immediate dispute process ( not speaking to a customer service rep directly but using an AI model ) to advise them of the error and requested them to reverse the charge before it went through as It was still showing as " pending '' via their. XXXX instantly denied my request and stated that the charge was " valid '' due to the fact that the transaction went through with no deviation from their process. I then contacted XXXX customer service directly and told them about the situation and they and advised me to attempt to contact the person directly and request them to reverse the charge and/or refund me the monies I sent in error. I attempted to contact the person on Sunday XX/XX/2023 with the contact number they had listed on the XXXX transaction information listed within the transaction information. After several attempts, they finally responded to me via text message and informed me that they would not reverse the charge and/or refund me, and told me they wanted me to file a dispute with XXXX. I told them I had attempted to file a dispute with XXXX and they had denied my request, and that I would be filing a dispute with my bank USAA and their response was " that would be best ma'am ''. I contacted XXXX again on Monday XX/XX/2023 hoping to resolve the matter XXXX more time before I filed a dispute with my bank USAA, and spoke to someone in customer service who said they would attempt to contact the person directly via telephone. They placed me on hold and attempted to call them. After several minutes the agent got back on the phone and said the person did not answer the phone so they committed to send them an email and would continue to try to contact them via telephone. The agent also advised me to file a dispute with my bank USAA and that they would " cooperate and help as much as possible. They also told me they would be back in touch with me regarding this matter. Since I had no other communication from XXXX at that time, I took their advice and filed a dispute with USAA on Tuesday, XX/XX/2023. USAA followed up with me for additional information by sending me a request for " additional information '' which consisted of them asking me for " a detailed description of the service ''. In my response I told them it " was not a service, but rather a payment I sent in error ''. I also sent them multiple screen shots of the fraudster telling me to file a dispute with my bank. I uploaded the information via their online portal which is used to submit documents to the bank. On XX/XX/2023 I received a notice from USAA via my online " inbox '' on my USAA account advising me that they had determined the transaction to be valid and stated the following " A review of our records indicates that the requested information necessary to continue our investigation into the disputed transaction ( s ) was not received. Based on the existing information in our records, there is insufficient evidence to support your claim ''. There was no further explanation other than I had not given them the information they had requested. This is false. To this day, I have not been able to contact the person whom the funds were sent to and no monies have been refunded back to my XXXX account or USAA credit card. The person has failed to respond to any additional request attempts and has blocked my number and will not respond to any further communication from me. I filed a previous compliant for this matter with USAA and was contacted by USAA on XX/XX/2023 and was told they did not have the " authority '' to reverse the charge as it would be PayPals responsibility and that I would need to contact XXXX. On XX/XX/2023 I spoke to XXXX who informed me that USAA never attempted to notify them that I was filing a dispute in order for them to initiate a charge back from the fraudster. They also informed me that if USAA would have followed the proper procedure and sent them the charge back request they would have reversed the charge as the money was still sitting in the fraudsters account at the time I contacted them. They also advised me that as a result of USAAs failure to file a charge back initiation the fraudster has since taken the money out of their XXXX account and closed it. XXXX asserts that at no time did USAA ever contact XXXX or request a charge back. Therefore, USAA failed to follow the proper charge back process and made a denial decision without even attempting to protect my rights as a consumer. USAA had every ability to start the charge off process and XXXX by their own admission would have returned the funds. Thereby, I have been harmed financially due to their lack of attention and/or action in this process. XXXX is unable to recapture the funds as the fraudster has closed the account and taken all funds in the account.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: OR
Zip: 97306
Submitted Via: Web
Date Sent: 2023-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-12
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the fair credit reporting act, this creditor, XXXX XXXX ACCT # XXXX XXXX XXXX ACCT # XXXX has violated my rights. Under 15 USC 1681 Section 602 states I have the right to privacy, 15 USC 1681, section 604 A Section 2 also states, a consumer reporting agency can not furnish an account without my written instructions. Under 15 USC 1666B a creditor may not treat a payment on a credit card account under an open in consumer credit plan as late for any purpose.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-11
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: Good evening, I was recently informed of the Servicemember Civil Relief Act as it pertains to Louisiana residents and my current auto loan falls under the jurisdiction of this Act. I have the proper documentation and it has already been emailed to you. Thank you for all of your assistance.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 711XX
Submitted Via: Web
Date Sent: 2023-11-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-09
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: XXXX contacted USAA because there was a deposit of {$3000.00} into my savings account that I did not make ; I further contacted USAA on XX/XX/23 again because of other deposits/ withdrawals of {$5000.00} ( twice ), {$8000.00}, {$1000.00}, {$4000.00} being make and withdrawn from my account. Deposits and Withdrawals on the same day. These transactions were coming from accounts I DO NOT own or know about. My savings account has left it in a negative {$8300.00} which USAA Fraud department states I owe and liable for the amount! Where is USAA fraud department due diligence and looking into the history on my account and seen only XXXX deposit comes into my saving account from Social Security on a monthly basis. On XX/XX/23 I received a very unprofessional, rude call from XXXX in Fraud department letting me know they have completed a review of my account and concluded there was no fraud involved and I was liable for the - {$8300.00}. They will close the saving and checking accounts ( XXXX ) I have and keep the proceed of {$2900.00} to offset the negative balance on account. This is a SCAM and obliviously USAA doesnt have the software to prevent these issues or Fraud department takes it upon themselves to accuse a XXXX year member of theft! USAA is stealing my money by keeping my fund to recover their error!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78240
Submitted Via: Web
Date Sent: 2023-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-09
Issue: Other transaction problem
Subissue:
Consumer Complaint: Hello CFPB, Short Story of what happened ; Early Sunday XX/XX/23 morning around XXXX I was walking in XXXXXXXX XXXX XXXX the XXXX XXXXXXXX XXXX XXXX when XXXX men robbed me. They walked me to an ATM where they made me withdraw money ( I have already contated XXXX and they have refunded the {$600.00} withdrawn ). Then they took my phone and started forcing me to login to all my banking/transfer platforms. They opened XXXX and sent XXXX transfers the first for {$60.00} then {$600.00} ( I have already contacted XXXX and they refunded the {$660.00} ). Lastly they made me log into my USAA App and XXXXXXXX XXXX {$800.00} to someone. I contacted USAA around XXXX on Sun XX/XX/23 and notified them that I was disputing the {$660.00} on XXXX ( I hadn't received my money back yet ) and also the {$800.00} XXXX transaction . They opened a dispute but I knew that I needed to let them know in writing that I was requesting the refund in accordance with Regulation E 1005.6 Liability of consumer for unauthorized transfers. USAA reached back out by phone on XX/XX/23 and let me know that they have determined this to be an authorized transfer because they could see that Face ID was used to login to the app. I then wrote them another letter and uploaded it to them on XX/XX/23 explaining that According to Regulation E 1005.6 - If my Face was used to sign-in then my device was stolen, Regulation E 1005.6 states that my liability will not exceed the lesser of {$50.00} or the amount of unauthorized transfers. I called them today XX/XX/23 and they said they are not reviewing the XXXX letter that I sent on XX/XX/23 because the dispute was denied. I believe that USAA needs to return my {$800.00} in accordance with Regulation E 1005.6 Liability of consumer for unauthorized transfers. I have uploaded both my letters to USAA as well as their response and uploaded a screenshot of their document upload tool to show the dates that I uploaded the documents.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21225
Submitted Via: Web
Date Sent: 2023-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-10
Issue: Wrong amount charged or received
Subissue:
Consumer Complaint: I initialed an ACH transfer from XXXX XXXX to Usaa Fed Svg Bank of {$10000.00} on XX/XX/2023. As of XX/XX/XXXX the money has not been posted to the USAA account and USAA can not give me anything in writing that I reported the lost money. XXXX XXXX has provided the control number to research the transfer which I gave to USAA on XX/XX/XXXX. USAA can not locate the transfer and can not provide information. Control number XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33176
Submitted Via: Web
Date Sent: 2023-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-09
Issue: Problem caused by your funds being low
Subissue: Bounced checks or returned payments
Consumer Complaint: On XX/XX/2023, some fraudster XXXX ' withdrew {$800.00} from my checking account using my debit card. I have no idea how they got my debit card details and I have NEVER been a customer of this shady online gambling site. I don't know why XXXX is allowed to do transactions on stolen debit cards - shouldn't they have to request customer identification to ensure the customer is at least of age and are who they say they are? Moreover, USAA notified me- is this fraud? So I said - yes - what is this charge and who are these people? Nonetheless, they let the {$800.00} be deducted from my account causing a check I wrote to my 401K replacing a hardship loan that is time-sensitive to be bounced. I called USAA MULTIPLE TIMES begging them- please do not bounce this check- this is just because of this fraud - they said they wouldn't on several recorded calls and THEY JUST BOUNCED IT ANYWAY. I am so so so sick of the way they are now treating veterans and their families. I have been up all night super upset that they caused all this drama. Also, when they know this {$800.00} is fraud, why do they have to wait for it to post and then do an investigation before replacing the $ - had this fraud not happened, the check would not have bounced. Why can't they do a provisional credit right away or at least prevent any 'bounced checks ' while they resolve? They claim they have a zero-liability policy for fraud - well they caused me a serious problem. I don't know if I can get the funds now to honor the payback of the loan which will hit my 401K AND cause me a penalty - all because of this fraud that is not my fault. I am disgusted that this is how they do business. They let a computer just bounce checks when they know that money was fraudulently taken from my account- I had to spend all day on this fraud situation. Then, when I got notice the check was presented, I sent cash via XXXX from another account to cover the difference - yet USAA still bounced the check - even though I spent like 2 hours on the phone with various people who told me ON RECORDED LINES that USAA would honor the check. I also got no sleep and am now just sitting here crying because they are wrecking me financially by causing me to have a 401K tax penalty because I could not return the loan in time because USAA did this to me. I want an apology and I want this fixed. They say they have a 'zero liability ' policy for fraud - clearly, that is not the case. They have harmed me for fraud done to me because of their carelessness and lack of timely response.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 347XX
Submitted Via: Web
Date Sent: 2023-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A