Date Received: 2020-01-27
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2020, I deposited a loan proceeds check from XXXX XXXX XXXX XXXX to pay off my auto loan with USAA. A hold was placed on the check with the 1st {$5000.00} made available. I immediately transferred the 1st $ XXXX to loan to be paid off with the check. On XX/XX/2020, I called USAA to see about having the hold released. I explained that the cashiers check from XXXX was for loan proceeds to pay off my USAA loan. I offered to provide my loan agreement as verification, which was not accepted by USAA. I explained that the hold placed on the check was going to result in my being charged additional interest on the loan I was seeking to pay off and that it felt unfair and deceptive. It is very clear that the loan was from a competing institution to refinance a USAA loan. This act clearly benefits USAA by holding guaranteed funds in order to accrue additional interest on a loan that would otherwise be paid off.
Company Response:
State: TN
Zip: 370XX
Submitted Via: Web
Date Sent: 2020-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-26
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 I reported fraud of XXXX charges XX/XX/XXXX - XX/XX/XXXX totaling {$470.00} XXXX did not know why I was charged said could be one of their 3rd party sellors USAA rep CHANGED MY REPORT from fraud to a dispute The dispute numbers that were changed from fraud are XXXX, XXXX, XXXX Everytime after when I called and asked about the fraud I reported reps reported fraud a second time and then a third time The merchants covered a lot but I WAS DOUBLED CHARGED CREDIT REVERSALS OF THE CREDIT NEVER GIVEN This is an accounting nightmare. One and a half years later XX/XX/XXXX USAA DECIDES IT WAS FRAUD AS I REPORTED USAA CLAIMS I DID NOT REPORT FRAUD XX/XX/XXXX I GOT A NEW CARD XX/XX/XXXX for unauthorized charges reported then USAA never reported
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-26
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/19 Letter from USAA STATES Verify USAA Credit Card Fraud Charges If you still believe these charges to be fradulent, no further action is needed, and we will continue to pursue this claim as fraud on your behalf. USAA reps DO NOT REPORT FRAUD WHEN I CALL They say a duspute not fraud USAA REFUSES TO SUBMIT FRAUD WHEN I NOTIFY THEM. ( * They CHANGE WHAT I REPORT ) Are they supposed to change what I report? I WAS SENT A NEW CARD BUT NOT PAID FOR THE FRAUD It has been over a year that I have been held liable for the amounts on this letter {$10.00}, XXXX, XXXX, XXXX, XXXX Were fraud investigations ever done? If so when was temporary credit given What results of investigation?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-26
Issue: Getting a credit card
Subissue: Problem getting a working replacement card
Consumer Complaint: Reported lost card XX/XX/XXXX Called XX/XX/XXXX, again XX/XX/XXXX to report new card Not recieved. Must be lost in mail I was required to say my previous lost card information or tell my new card information that had Not arrived yet When I could not I WAS UNABLE TO VERIFY MYSELF TO USAA so I could not get replacement card On XX/XX/XXXX I was well enough to try again ( XXXX and No Access to banking with USAA ) Auto service asked Lost Card I responded LOST CARD Prompt said a 25 min wait I waited my call was never answered I called back 2 hours later explained LOST CARD and was told a 25 min wait. And again No one Answered after 1 hour wait USAA DOES NOT RESPOND TO PROTECT AGAINST FRAUD Please cancel card I did not get I do not know the number to tell you cause I did not get the card yet Stop telling me to discuss my account I must recited the new card info. Or Old card info I do NOT HAVE EITHER TO BE VERIFIED It is bad enough this on line banking only company GIVES NO ACCESS ON LINE ( due to XXXX ) NOT ADA ACCESSIBLE AND GIVES NO ACCESS BY PHONE AS WELL. I had fraud XXXX unresolved and fraud XXXX unresolved And Can Not report a lost card? USAA IS NOT AVAILABLE TO CONSUMERS HAS NO FRAUD PROTECTION
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-26
Issue: Took or threatened to take negative or legal action
Subissue: Threatened or suggested your credit would be damaged
Consumer Complaint: USAA Collects on Idenitity Theft I am a victim of Ideninity Theft I have contacted USAA to let them know I HAVE NEVER HAD A CARD ENDING IN XXXX DEMANDING {$290.00} FROM ME today ( 5Xs ) * to No Avail THEY DID NOT ONLY THREATEN. TO RUIEN MY CREDIT THEY SUCCEEDED IN LOWERING MY SCORE BY 93 POINTS
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-26
Issue: Took or threatened to take negative or legal action
Subissue: Threatened or suggested your credit would be damaged
Consumer Complaint: USAA Reroutes me to Collections blocking my access with my current account for a very old debt that was discharged VISA XXXX XX/XX/2013 Statute of Limitations in Florida State I live is 4 years USAA HAS NO RIGHT TO COLLECT THIS DEBT They are not above the law And they have no right blocking my current account to collect this 7 year old DISCHARGED DEBT This is done in retaliation
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-25
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I am a XXXX on XXXX XXXX orders since XX/XX/2019, and I fall under XXXX and I called USAA about reducing my interest rate to 6 % and was that effective XX/XX/2019 that they do not do that anymore and that was just a program offered by USAA. I told them that was a law and they said they do not follow it.
Company Response:
State: TX
Zip: 75115
Submitted Via: Web
Date Sent: 2020-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-24
Issue: Getting a credit card
Subissue: Problem getting a working replacement card
Consumer Complaint: I was Not made aware this was on line banking only when I opened and that I would have No Access to this Account Due to my XXXX XXXX I have had a XXXX income for 15 years USAA is responsible to Notify me I will have No Access to Monitor and Manage my Account. to remain safe. and protected
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-24
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: Two charges that I did not authorize or initiate were made to my account number xxxxxxxx, from " XXXX XXXX XXXX / XXXX XXXX. The first charge was on XX/XX/XXXX in the amount of {$580.00} and the second was on XX/XX/XXXX in the amount of {$300.00} ( Attachment # 1 ). These appear to be new cellular device / new cellular service charges from XXXX 's XXXX XXXX. I have never purchased a phone from XXXX XXXX, nor have I ever had phone service with them. I filed a fraud complaint with USAA when noticed these unfamiliar charges. I filed the complaint successfully and spoke with several USAA representatives, the last of whom told me that the vendor had acknowledged that the charges were not legitimate, and the total of the two amounts, {$880.00}, was refunded to my account in XX/XX/XXXX. The representative told me that USAA would send me documents for signature to finalize the fraud investigation and refund. I was happy to assist. However, I was about to leave on an extended trip where I would have limited access to email and no mail service, and I told the representative I wouldn't be able to sign the documents until I returned at the end of year holidays. They told me I would also receive a copy that could be signed electronically. However, I did not receive any emails or written communication about the matter while I was away from home. Then, on XX/XX/XXXX, the entire amount of {$880.00} was charged to my account again ( " Adjustment to Account : Reference no. XXXX '', Attachment # 3 ). When I returned home, I found a hard copy of the USAA paperwork waiting for me with a signature request. However, it specified a deadline of 15 days, which the representative did not mention, and while there was an option to sign online, I never received that information. The representative with whom I spoke did not mention or did not know that this would be a problem. I made several calls to USAA to try to resolve the matter, but each time I called, representatives told me different things, and each time I had to start explaining again and again. Additionally, when the fraudulent charges were reapplied to my account, my total balance was now over my credit limit, so I started receiving daily calls from USAA. However, these representatives are debt collectors, and will only pressure me to make additional payments for the account. No matter how many times I have tried in good faith to work with the company, the argument keeps going in circles. I can't even get clarity now as to whether they are reopening this investigation or if they will resend the affidavit, etc., or indeed, if any of the information I have repeatedly and patiently provided has been recorded. Someone illegally purchased a cellular phone that is demonstrably not in my name, and it has cost me money that I do not have and is now costing me anxiety and lots of time, and I am still unable to solve it. I have always kept my account under the credit limit and paid my monthly bills carefully on time and the lack of help from USAA in this situation seems like an undue hardship for an error that was not mine.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94122
Submitted Via: Web
Date Sent: 2020-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-24
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: USAA steals merchants credits claiming 2 credits on one purchase All Adjustment Purchases are INTERNAL and never appliied NOTE TOTAL PAYMENTS AND CREDITS FOR THIS PERIOD {$910.00} And {$2600.00} Other credits that did not apply. USAA uses the appearance of credits by listing them however they are not part of the TOTAL CREDITS Consumers are tricked into thinking USAA credited and Merchant credited also so credit reversal valid BUT these do not credit So then USAA STEALS MERCHANTS CREDITS AS REVERSALS Leaving consumers back with fraud and a new charge not owed
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A