Date Received: 2020-02-09
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XXXX XX/XX/2020, I used USAA 's mobile deposit app to deposit a {$30.00} check with them. The image was captured clearly and successfully, and received as such by USAA. 10 days later, on XXXX XX/XX/2020, I received notice from USAA that they were deducting {$30.00} from my account, plus a {$5.00} penalty fee because the image was returned to them from the bank it was drawn on as " unreadable. '' I called USAA and they confirmed with me that yes, the image I sent them and that they received was a perfectly good image, but that somehow whatever image they forwarded to the other bank was cut off, so you could not see the dollar amount written on the check. They told me that their " policy '' required them to take my money from me out of my account, even though the error was theirs and I had done nothing wrong. They asked if I still had the original check, and I informed them I did not. They told me there is nothing more they could do about it, and I was the one who would be stuck with the cost, even though it was their error.
Company Response:
State: ID
Zip: 83686
Submitted Via: Web
Date Sent: 2020-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-08
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: See attatched *DEBT DISCHARGED Debtor Not Liable XX/XX/XXXX USAA MASTERCARD XXXX ( * NEVER CLOSED ) See attatched XX/XX/XXXX Confirmation Settlement Letter. See attatched USAA statement Mastercard ending XXXX left owed {$100.00} ACCOUNT OPENED ( XX/XX/XXXX * OPENED WITHOUT MY PERMISSION OR AUTHORIZATION ) ( * NEVER CLOSED ). USAA coverted this into Visa XX/XX/XXXX ( * OPENED WITHOUT MY AUTHORIZATION OR PERMISSION ). ( ** NEVER CLOSED ) Current visa card ending XXXX of XX/XX/XXXX ( *NEVER OPENED WITH MY AUTHORIZATION OR PERMISSION ) See attatched FRAUD XX/XX/XXXX * NO USAA PERMANET CREDITS APPLIED. AS STATED IN LETTER OF XX/XX/XXXX. USAA HAS NEVER RESOLVED ANY OF THIS EVEN THOUGH THEY CLAIM THEY HAVE. This Visa card I did not authorize has been fraudulent since first used XX/XX/XXXX AND IT ALL IS STILL ( CONNECTED TO ACCOUNTS NEVER CLOSED ). USAA HAS DESTROYED MY CREDIT FOR YEARS AND YEARS. NEVER ANY TRUTHFUL RESOLVE. I DID NOT OPEN THESE ACCOUNTS USAA HAS FAILED TO CLOSE OR THE ONE I USED XX/XX/XXXX. How are they opened without me? The same way USAA makes fraud reports I did not make? Or the SAME way USAA MAKES PAYMENTS ON THESE ACCOUNTS I NEVER OPENED AND DID NOT AUTHORIZE XX/XX/XXXX STEALING ALL MY SOCIAL SECURITY WITHOUT MY AUTHORIZATION OR PERMISSION?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-07
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 ( card ending XXXX ) I reported the {$470.00} XXXX Charges UNAUTHORIZED. USAA DISMISSED MY FRAUD. see attatched statement of XX/XX/XXXX. There are NO CREDITS FROM USAA ONLY MERCHANT CREDITS TO COVER TWO RETURNED ITEMS. I DID NOT REPORT THE {$120.00} XXXX XXXX or XXXX {$210.00} as unauthorized in XX/XX/XXXX NO ADJUSTMENT CREDITS to begin an investigation. Proof these were not reported as fraud in XX/XX/XXXX but the ( {$470.00} card ending XXXX ) Remainder was Reported Fraud TO NO AVAIL. XXXX did not know what these charges were for. PROOF I REPORTED FRAUD XX/XX/XXXX see statement XX/XX/XXXX. ( A new card issued ending XXXX ) new card proof fraud reported but dismissed. USAA PUT CREDIT REVERSALS OF {$810.00} BACK ON CARD AS NEW PURCHASES XX/XX/XXXX & XX/XX/XXXX a year later. ** The entire purchases of XX/XX/XXXX totalling {$810.00} are on card for 2nd time XX/XX/XXXX. ** NO USAA CREDIT GIVEN AND {$810.00} TAKEN BACK. USAA LIES ABOUT LYING. USAA MAKES FALSE STATEMENTS THAT I REPORTED FRAUD ON ITEMS I KNEW I RECIEVED.. HELLO .... USAA, I REPORTED USAA REVERSALS APPEARING AS NEW PURCHASES. XX/XX/XXXX. I WAS CHARGED TWO TIMES I HAVE NEVER RECEIVED ANY NOT ANY PERMANET USAA CREDITS ALL ADJUSTMENT PURCHASE TEMPORARY CREDITS ** JUST DISAPPEAR. XX/XX/XXXX {$2.00}, XXXX Other credits never apply XX/XX/XXXX Total Credits Applied {$910.00} MERCHANT CREDITS ONLY.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-07
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I had an account with USAA several years ago and when I lost my job in XX/XX/XXXXI fell behind and eventually the account was charged off. Over the years I have been trying to repair my credit to buy a house and for a long time I have been told that paying the charge off will only hurt my score and make it harder to qualify for a mortgage. Most recently I was advised by the lender to pay the account to help get the scores where they need to be. Back in XX/XX/XXXX I contacted USAA and after several attempts reached the right department to be able to get these balances resolved so that we can move forward with purchasing a home. The balances were paid on XX/XX/XXXX and XX/XX/XXXX respectively. when I contacted the bank at the end of XX/XX/XXXX to get a letter of satisfaction showing that the balance had been paid I was told that the payments were not posted to the account yet for either of the ones made even though one had been paid through USAA bill pay 2 weeks prior. They told me to call back in another week and they should be posted so I can get the letter of satisfaction. I waited a little over a week and called them again only to be now told that they still are unable to provide the letter as they have not properly updated the accounts on the credit bureau. I am really shocked to see how they continue to give us the runaround about just getting something in writing to show that these accounts have been paid when we have paid them both off already. We are now on a time crunch and we have to move. We need help. USAA is not doing what needs to be done to provide us with the information we need.
Company Response:
State: AZ
Zip: 85296
Submitted Via: Web
Date Sent: 2020-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-07
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: Four fraudulent charges were made under credit card number XXXX ( last four digits ) from XX/XX/XXXX to XX/XX/XXXX, totaling {$370.00} as shown on hardcopy closing statement date of XX/XX/XXXX. I disputed the those four ( Plus an additional 20 fraudulent transactions as shown on online open account ) via USAA.com on XX/XX/XXXX and called USAA on XX/XX/XXXX where USAA assured me that they will look into or take care of the fraudulent charges and postal mail a new credit card. A total of 27 fraudulent charges appeared on hardcopy closing statement date of XX/XX/XXXX where the charges were used under credit card number XXXX for a total of {$1800.00} for transaction dates from XX/XX/XXXX to XX/XX/XXXX. Credit card number XXXX was closed and I received new credit card with number XXXX ( last four digits ). The hardcopy closing statement date of XX/XX/XXXX is under the new credit card number XXXX. I disputed the fraudulent charges made under card XXXX via USAA.com on XX/XX/XXXX. Thus far, the total 31 fraudulent charges are {$2200.00} for transaction dates from XX/XX/XXXX to XX/XX/XXXX ( the transaction dates are under card XXXX ). On XX/XX/XXXX, I paid for only the valid charges ( this means legitimate transactions that I made ) that were on my previous statements. On XX/XX/XXXX, I calculated {$1400.00} of the fraudulent charges were credited ( taken off of billing ) by USAA therefore my calculations of {$780.00} of the fraudulent charges remained on the account. On every statement since then, USAA kept the fraudulent charges on the account and charged ( added ) interest rates. I paid for all valid charges on each statement. On XX/XX/XXXX, at USAAs request for fraud security, I called them and found out that someone fraudulently charged my credit card number XXXX in the amount of {$140.00}. The amount was not added to my billing so it is not an issue. Credit card number XXXX was closed and I received new credit card with number XXXX ( last four digits ). I did not keep all of the records of phone calls or live chats that I made with USAA in XXXX since in my 27 years with them, I believed that they would resolve amicably the fraudulent charges that I reported near the beginning of the year. On XX/XX/XXXX, I was given cash reward redemption of {$220.00} ( online ) which USAA did not compute fully on hardcopy closing statement date of XX/XX/XXXX and which I believe should not pay for fraud and interest. On XX/XX/XXXX, I postal mailed a certified letter/package ( attachment Letter to USAA XXXX.pdf ) to USAA Credit Card Services , XXXX. XXXX XXXX, XXXX XXXX, TX. I stopped using the credit card number XXXX on XX/XX/XXXX. I paid for the last valid charges of {$1200.00} on XX/XX/XXXX ( Note : I paid every valid charges for each monthly statement since the first fraudulent charges appeared in XXXX ). Due to an XX/XX/XXXX phone call I made with USAA, an USAAs representative mistakenly reported many transactions from closing statement date of XX/XX/XXXX as fraud. Therefore in the interim between closing statement dates of XX/XX/XXXX and XX/XX/XXXX, {$970.00} were re-billed to my credit card number XXXX ( Keep in mind that this part of {$970.00} was already paid out of my branch bankings { Not USAA } account as part of the {$1200.00} that I paid on XX/XX/XXXX for the XX/XX/XXXX closing statement date ). On XX/XX/XXXX phone call, I expressed my concerns to an USAAs representative. The representative, after reviewing the fraudulent charges from XX/XX/XXXX, then understood that {$970.00} should never be re-billed, and said that USAA actually owes me {$190.00}. Within a few days, I saw online that I owe USAA {$300.00} ( open account ), so I did a live chat with USAA on XX/XX/XXXX which turned out to be fruitless. Credit card number XXXX was closed and I received new credit card with number XXXX ( last four digits ). I did not activate card XXXX. The closing statement date of XX/XX/XXXX showed a new balance of {$230.00} that they claim I owe ( this is fraudulent charges from XX/XX/XXXX ). I did a live chat with USAA on XX/XX/XXXX where I learned something new : USAA credited {$1500.00}. Therefore {$1500.00} - {$970.00} = {$550.00} in actual credits were given by USAA. My previous balance was {$790.00} - {$550.00} = {$230.00}. {$1.00} interest was charged that month ( I havent accounted for interest up to this point since none of the previous interest calculations made sense ). It ended with a new balance of {$230.00} for the closing statement of XX/XX/XXXX. For the closing statement of XX/XX/XXXX, USAA issued a minimum payment due ( i.e. late charge ) of {$15.00}. On XX/XX/XXXX, I noticed a {$0.00} pending charge for Visa Provisioning Service even though I never activated card XXXX. I called USAA on same day to express my concerns with the remaining fraudulent charges from XX/XX/XXXX which turned out to be fruitless. For the closing statement of XX/XX/XXXX, USAA issued a minimum payment due of {$34.00}. On XX/XX/XXXX, I did a live chat with USAA and informed their representative that I uploaded onto my account, under banking, on USAA.com a PDF titled TOTAL for USAA XXXX ( This explained everything monetarily under my credit card account on USAA from XX/XX/XXXX to XX/XX/XXXX ). The representative stated that it can take 24-48 hours before an uploaded document can be accessed in their system. The representative also stated that due to the current status on my account, that I should contact their Member Debt Solutions. On XX/XX/XXXX, I called USAA to inquire about the XXXX uploaded document and the representative informed me that this call is as follows This communication is an attempt to collect a debt and any information obtained will be used for that purpose. After I was transferred to another representative, I was informed that USAA never received the XXXX document. So I re-uploaded the XXXX document and the representative received it then informed me of the following : So what I will do is Im going to send an email to my fraud analysts and inform them of the new documentation and have them review this and inform them that the information that you provided regarding an amount that is still owed to youOnce that request is submitted it will take up to 48 hours before a response is given back to me or any adjustments made to the account. Also, the representative said that the {$15.00} minimum payment due ( i.e. late charge ) will be refunded and reflected on next statement. I paid for the minimum payment due ( i.e. late charge ) of {$34.00} on XX/XX/XXXX ( for the XX/XX/XXXX closing statement ). For the closing statement date of XX/XX/XXXX, the new balance is {$200.00} with {$0.00} minimum payment due XXXX {$15.00} minimum payment was refunded ). For the closing statement date of XX/XX/XXXX, the new balance is {$200.00} with {$15.00} minimum payment due. I have not received a single email ( Ive been a member of USAA for 29 years and my email address on their file is the same as it was 20-some years ago ; as a matter of fact, USAA sent me an un-related pre-selection for new credit card advert today to the same email address ). I have not received any response from USAA to my online account under Documents on this subject matter. I have not received a hardcopy letter via postal mail on any of this subject matter on fraudulent charges. I have attached TOTAL for USAA XX/XX/XXXX.pdf ( same as the document I uploaded twice to USAA back in XX/XX/XXXX but updated ) which explains everything monetarily under my credit card account from XX/XX/XXXX to present day. In dealing with this, I have lost two vacation days and on the phone or live chat with USAA, I spent easily over 15 hours of my time when Im not at work. Since USAA will not be willing to resolve this, I submit all this information and attachments to CFPB.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 298XX
Submitted Via: Web
Date Sent: 2020-02-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-07
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: This is in regards to a secured credit card I had with USAA. I closed this account in XXXX of XXXX after two years of no missed payments. I was tired of having USAA as a financial institution due to their treatment of members, lack of customer service, and excessive fees. I closed all accounts with them and started with a new bank, etc. In late XXXX of XXXX, I found a house I want to purchase and had my loan officer pull my credit, and this was when I found out that my account had been reopened without my knowledge or authorization, assessed a {$57.00} charge, and I was never notified. On two occasions speaking with representatives, they were unable to tell me why it was reopened or assessed, and why I was not notified. Due to the urgency of wanting to obtain a mortgage ( through a complete separate financial institution having nothing to do with USAA, and this is a separate issue of them obstructing my ability to obtain a mortgage ), I paid the, at the time, {$62.00} ( more on that in supporting documentation ). I was instructed that I would need to submit a letter through the USAA website to dispute the information, which I did on XX/XX/XXXX. Also, I submitted disputes through the credit bureaus, and it was adjusted by the erroneous and inaccurate data of having an account after I closed it remains. I was trying to push forward with the explanation to the lender, but they are requiring this information to come off, as it should because it never should have been there in the first place. Had I even been notified, it was only {$57.00}, I would have paid it just to have it not there. After speaking with my lender, on XX/XX/XXXX, I called USAA once again, and spoke with a Senior Banking Representative ( SBR ), who tried to get me to go through the same process of submitting the letter to USAA, credit bureaus, etc. I explained to him that I had already done that, and that my closing date was supposed to be on XX/XX/XXXX and he asked me if I wanted to elevate the complaint to the Member Advocacy Board, to which I responded I would like to very much. He told me I would receive a phone call within 48hrs. I did not receive a phone call within 48, so called back on XX/XX/XXXX. The new representative at the CEO member relations team apologized as the SBR did not submit the complaint properly and it was never sent. He said they would look into it, and I would hear something back in a couple of days. Every phone conversation I had with them, I expressed the urgency due to the my being under a home sales contract, and no one seemed to care. I called back on the XXXX of XXXX, XXXX, to once again let them know that I have to tell the seller something, and inquired as to whether or not they had found anything out. I was once again, shuffled to someone else and left yet again to explain the whole situation. I requested that any type of information be communicated to me by the following day at noon, as this was supposed to be my closing date on my new home. I did not receive a response from them until XX/XX/XXXX XXXX XXXX eastern from an employee who had been assigned my account. In it stating that I would be contacted " within two business days. '' By Wednesday, XX/XX/XXXX, I had still not received any communication from USAA, and after several attempts, I finally reached the person handling my account in the afternoon. At this point, she relayed to me she does not see a file on me, there are no documents or letter, no file. From XX/XX/XXXX to XX/XX/XXXX, there was no action or traction on USAA 's part to handle this matter. They are doing to me the very thing under the consent order, still. No urgency in regards to my ability to obtain a mortgage, which is a completely separate issue, but because of the gross incompetence of USAA actions ( as proven just within the last two weeks, not to mention the previous three months ), they have blocked my ability to obtain a mortgage. They reopened an account that was closed without my authorization or knowledge. They did not notify me of any adjustments, charges, etc. Nothing. I have gone through the channels the representatives and institution has told me to go through to resolve the issues, and nothing has been done for three months. They have failed to meet self-imposed deadlines on three separate occasions in the past two weeks. The amount of time I have spent on this, only to be told they now don't have a file and I have to essentially start all over again, is mind boggling to say the least and is beyond stressful. Not to mention, it does not appear the seller will extend the contract due to the unknowing length of time USAA will continue to drop the ball. I may potentially lose an amazing opportunity for a residential income property directly because of USAA 's gross incompetence. There are no words for that.
Company Response: Company believes complaint is the result of an isolated error
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-02-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-06
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: On XX/XX/XXXX, USAA closed my account for identity theft. The issue is I am the victim. I contacted USAA with an issue with being unable to add my daughter to my account because her social was connected to my old social security number that identity theft occurred on since XX/XX/XXXX. I proved to a new social was needed and was advised to open a new account instead of just updating my social on my original profile. NO ONE from the id theft department contacted me from USAA and apparently reading the reviews online this is done often.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91356
Submitted Via: Web
Date Sent: 2020-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-06
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: XX/XX/2020 Fraud Resolutions Dept over phone informed me I need to make a list of all the fraud I reported that THEY FAILED TO INVESTIGATE AS FRAUD and write disputes for charges that are OVER 2 YEARS OLD. UNACCEPTABLE. USAA IS ON LINE BANKING ONLY. USAA does not provide adequate options for XXXX ELDERLY. I HAVE NO METHOD OF DOCUMENTING IN WRITING WITH NO HANDS OR ON LINE AS WELL. All my other banks have branches I CAN EMAIL and have contact in writing and they manage to verify me by phone without hours of hassel as is with USAA. USAA neglects their responsibilites of adequate banking services. WITHOUT PROVIDING CONTACT for ALL consumers. XXXX Elderly are targeted. We need more protection from the rampart theft in the world today. AND I DO NOT TRUST USAA I WILL NOT DESTROY MY HEALTH ARGUEING ON PHONE AS ALL USAA REPS DO. I WILL NOT BE INSULTED THAT I AM A LIAR OR THAT I REPORT FRAUD TO STEAL. I NEED WRITTEN CONTACT ( TO ) USAA AND ( FROM ) USAA. With no hands putting in writing is not an option. I can not write. My emails are not secure due to my XXXX HOWEVER IT SEEMS TO BE MY ONLY WRITTEN FORM OF CONTACT. NO MORE SECRETS AND INSULTS. I have maintained an excellect reputation and background for over 71 Years. USAA sends No Reply Emails ONLY They are On Line Only. I CALL MAJOR FOUL.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-06
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I recently won a court order to have this account with USAA fed bank to have all information removed from my credit file in regards to this account. I have made several attempts to have this situation handle without involving consumer financial protection bureau. I have attached a copy of the final judgement dated XX/XX/2020.
Company Response:
State: NJ
Zip: 07094
Submitted Via: Web
Date Sent: 2020-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-06
Issue: Took or threatened to take negative or legal action
Subissue: Threatened or suggested your credit would be damaged
Consumer Complaint: XXXX answers to CFPB USAA says I knew I recieved goods. They defamed me to XXXX that I am a crook. They alleged I Reporded Fraud to steal funds. USAA needs to view their own statement XX/XX/XXXX. See attarched. There are No Adjustment Purchases Credits to begin an investigation. There are only Merchants Credits. My balance was zero. Two merchants credirs totalling {$340.00} applied. No temporary credits from USAA no Permanet Credits from USAA. CLEARLY I DID NOT REPORT FRAUD ON THE XXXX XXXX {$120.00} UNTIL IT APPEARED AS A NEW PURCHASE XX/XX/XXXX. USAA DESTOYED MY CREDIT AND DEFAMED MY GOOD NAME. I have made USAA aware the statements prove they are wrong to no avail.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A