Date Received: 2020-01-13
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: XX/XX/2020 I am required to recieve text on phone I am talking on This requires hand action to get out of calls & into texts then back into calls USAA IS NOT XXXX ACCESSIBLE ON LINE is a NO ACCESS for me also I AM TOTALLY COMPLETELY UNABLE TO ACCESS MY BANKING I used to be able to contact by phone but a hostile rep removed that option for me after my last call in RETALIATION I am unable to make payment or access any banking with USAA
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-13
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: XX/XX/XXXX USAA began blocking my calls demanding I verify text or email codes I am unable to do while on phone due to my Disabiliry USAA provides NO ACCESS ON LINE AND BLOCK CALLS REQUIRING my deformed painful hands retrieve codes I am unable to do A pin # used to get me access NOW CALLING I HAVE NO ACCESS ALSO I AM VICTIM OF IDENITY THEFT THIS IS RETALIATION because I used to have phone access When I try to resolve Fraud from XXXX they block me. NO ON LINE ACCESS NO PHONE ACCESS
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-13
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: This particular account situation that is lately filing on my own credit document has a seriously unfavorable relation to my personal ability to obtain a present loan application. I highly recommend you generate verification that Credit Union has been reported completely in accordance with the Fair Credit Reporting Act regulations, it's really a serious problem to misreport. More confirmation of the aforesaid item too. My proper request must over, I was never 30 days/60 days/120 days late in any of my payments and I'm not greatly tuned in to the date opened so I prefer to ask you be investigated as soon as possible and confirmed to be correct. Thanks!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 31324
Submitted Via: Web
Date Sent: 2020-01-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-13
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/XXXX Closing Statement card XXXX. XX/XX/XXXX Adjustment Purchases. CREDIT $ XXXX XXXX Payment $ XXXX Finance Refund $ XXXX $ XXXX TOTAL CREDITS APPLIED $ XXXX ALL COME FROM MERCHANTS AND ME MERCHANTS CREDITS TURN INTO NEW CHARGES XX/XX/XXXX {$190.00} USAA BEGAN FRAUD INVESTIGATIONS XX/XX/XXXX for {$230.00} XXXX XXXX XXXX XXXX XXXX XXXX XXXX These purchase dates are XX/XX/XXXX Why did USAA DELAY FRAUD INVESTIGATION 9 MONTHS? These purchases were reported Unauthorized XX/XX/XXXX. USAA LEFT ME LIABLE FOR UNAUTHORIZED CHARGES OF XX/XX/XXXX Then charged them again as New Purchases??????? USAA IS THE CROOK This has been reported ID THEFT
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To whom it may concern : I initially complained to your agency about USAA changing my escrow analysis date without any warning. When I notified USAA and XXXX XXXX ( XXXX ) I was given the run-a-round for a while. Eventually, someone from XXXX offered me the option of reverting back to my original escrow analysis date. I accepted but then was informed that my escrow analysis date would still be changed in order to better align themselves with the NY tax schedule. This of course, did not make any sense because my mortgage account has been active and in good standing for the past 7 years, regardless of any state tax scheduling or whatever excuse USAA decides on. USAA 's recent response makes no sense. The following is their response : Company 's Response We are responding to the concerns about the USAA Federal Savings Bank ( FSB ) you outlined in your correspondence to the Consumer Financial Protection Bureau regarding your mortgage loan serviced by XXXX XXXX XXXX XXXX XXXX XXXX. On XX/XX/2019, XXXX mailed you an escrow analysis indicating your monthly payment would increase by {$60.00} due to an increase in taxes. The new monthly payment was {$2900.00}. The escrow analysis also showed an overage, and a surplus refund check was mailed to you for {$1300.00}. On XX/XX/2019, XXXX mailed you an escrow analysis indicating your monthly payment would increase by {$60.00} due to an increase in taxes. The new monthly payment was {$2900.00}. There was a surplus in the escrow account, and a check for {$94.00} was mailed to you. You called XXXX on XX/XX/2019, asking why an escrow analysis was run twice in one year. You were correctly advised that the state scheduled changed for New York from XXXX to XXXX. In order to better align the escrow analysis with the tax disbursements, the escrow analysis was changed to XXXX. However, XXXX offered you the option to cancel the XXXX analysis and revert the loan back to the XX/XX/2019, analysis. You accepted the offer, the XX/XX/2019, analysis was canceled, a stop-payment was placed on the escrow surplus check of {$94.00}, and your monthly payment was updated to {$2900.00}. XXXX XXXX, we regret any frustration you experienced ; however, a thorough review of your loan and escrow account was completed, and we confirmed that your escrow account was handled according to established guidelines and procedures. Should you have any additional questions, XXXX XXXX, of our staff, remains available to assist you. We appreciate the opportunity to review this matter and respond to you. The company 's response doesn't make any sense. Aside from the fact that they acknowledge that I filed correspondence with the Consumer Financial Protection bureau for a sudden change in my escrow analysis date. USAA Federal Savings Bank claims that my escrow analysis showed an overage and a surplus check in the amount of {$1300.00} was mailed to me? What are they talking about? The only check I received was for {$94.00}. What are they trying to pull here? USAA and XXXX XXXX ( now calling themselves XXXX XXXX ) are set on changing my escrow analysis from XXXX to XXXX of every year in order to align themselves with the time of year the NY Governor usually sends out the TAX RELIEF check to all NY home owners. I understand that under the RESPA, the homeowner is entitled to request a new escrow analysis from their bank upon receiving at tax relief check. It seems that USAA and XXXX are both looking for convenience at the inconvenience of their homeowner clients. As a homeowner I should not have make anything convenient for my bank. If it's not broken then why fix it? USAA never had a problem with my Escrow Analysis in the past 7 years regardless of when the Tax RELIEF check was issued. That's why RESPA was created in the first place. Banks use any possible reason they can to conduct two or more escrow analysis in order to prematurely increase mortgage payments to the point where the homeowner has no alternative but to payoff the mortgage or sell their home. Is this really fair to all homeowners?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-12
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 & XXXX XXXX USAA Began Fraud Investigations on Purchases of XXXX & XXXX of XXXX by placing Temporary Credits on XXXX & XXXX Listed as Adjustment Purchases XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. They are Not included in Total Credits Applied for this period {$910.00} APPLIED I have Not been Notified the Results of the Fraud Investigations Begun XXXX & XXXX. A FULL YEAR LATER ON CHARGES TWO YEARS AGO What is the Resolve of these fraud investigations? Were Credits made Permanet? Why? When? Criminal Investigation of mail fraud. Letter dated XX/XX/XXXX sent XXXX Requires Proof Tracking DELIVERED INTO MY HANDS XXXX & XXXX Fraud Investions above are from Purchases of XXXX & XXXX of XXXX. Why did USAA DELAY 5 months BEFORE EVEN BEGINNING AN INVESTIGATION? I HAVE BEEN LIABLE FOR FRAUD FOR TWO YEARS UNRESOLVED AND SENT TO COLLECTIONS
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-12
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/XXXX Reported Fraud card XXXX XX/XX/XXXX New card end XXXX issued XX/XX/XXXX Reported Unauthorized Charges on card end XXXX XXXX XXXX XX/XX/XXXX {$49.00} XXXX. XX/XX/XXXX {$12.00} NEW CARD ISSUED XXXX XX/XX/XXXX Reported Unauthorized card end XXXX XXXX XXXX XXXX {$25.00} {$12.00} No NEW CARD ISSUED XX/XX/XXXX Reported Unauthorized card end XXXX Merchant Security Unknown Unauthorized XXXX {$9.00} {$25.00} XXXX {$28.00} XX/XX/XXXX {$47.00} XX/XX/XXXX {$34.00} XX/XX/XXXX {$21.00} No NEW CARD ISSUED UNTIL XX/XX/XXXX card end XXXX Reported Unauthorized on XX/XX/XXXX Merchant Security XXXX {$120.00} XXXX XXXX XXXX {$110.00} XXXX {$75.00} {$170.00} XXXX XXXX DUPLICATE CHARGES from Fraud of XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX Security of {$230.00} XXXX XXXX. XX/XX/XXXX Reported Unauthorized XX/XX/XXXX {$190.00}. My card changed end XXXX When USAA reported my data breached Why was I left with card UNAUTHORIZED REPORTED FOR 2 FULL MONTHS? XXXX. XXXX and XXXX I was using a Compromised card but Unaware XX/XX/XXXX and XX/XX/XXXX remained end XXXX UNTIL XX/XX/XXXX changed to XXXX Then USAA issued Breach end XXXX USAA DOES NOT PROVIDE ACCESS TO ON LINE due to my XXXX CALLING IS THE ONLY OPTION THEY GIVE CALLING NEVER RESOLVES
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-12
Issue: Other features, terms, or problems
Subissue: Privacy issues
Consumer Complaint: Reporting what I believe is CRIMINAL ACTIVITY USAA Reports Fraud Investigations NOT REPORTED BY ME in order to Create a Temporary Credit that becomes a Permanet Charge Leaving Consuers Liable for Fraud I reported {$470.00} unrecognized charges XX/XX/XXXX Fraud Investgations were done 5 months later XX/XX/XXXX. Consumers must report fraud within 60 days Clearly I could Not have reported 5 months late All of these Temporary Credits Became PERMANET CHARGES year later ON XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX USAA Reps are rude and Hostile when I try to discuss this talking down to me no respect for the XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-11
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 USAA LETTER FRAUD CLAIM INVESTIGATION RESULTS. Claim # XXXX card end XXXX XXXX XXXX date Purchased XX/XX/XXXX {$120.00} XXXX XXXX Credits {$120.00} Applied. XX/XX/XXXX No temporary credits ( the credit we deposited at the beginning of the investigation have been reversed ) XX/XX/XXXX USAA LETTER FRAUD CLAIM INVESTIGATION RESULTS Claim # XXXX card end XXXX XXXX Purchased on XX/XX/XXXX. XXXX Credits Applied XX/XX/XXXX {$210.00} ( the credits we deposited at the beginning of the investigation have been reversed ) XXXX Credits {$210.00} XXXX recieved XX/XX/XXXX BOTH paid By Merchants before statement closed XX/XX/XXXX They were returns & only on card few days USAA LETTER XX/XX/XXXX CREDIT CARD FRAUD CLAIM Claim date XX/XX/XXXX card end XXXX ( we previously issued temporary credits to your account in the amount if {$470.00} The temporary credits have been made permanet ) attatched is statement of XX/XX/XXXX I have called 24 times since these XX/XX/XXXX Letters Asking WHAT DATE DID THE USAA CREDITS APPLY? NONE WILL ANSWER There are No Temporary credits There are No Permanet credits Applied at the beginning of the investigation of XX/XX/XXXX, 23, Reps tell me I have to believe them I got the credits MY STATEMENT DOES NOT SHOW AND TWO LETTERS ARE NOT EVEN FRAUD ONLY ON CARD A FEW DAYS BEFORE MERCHANT CREDITED This totals {$810.00} worth of credits I NEVER RECIEVED. THEY ARE NOT ON MY STATEMENT
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-11
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: USAA wants members to submit transactions for dispute and not review when then can verify your geo location and biometric signature can confirm or deny if you are the device owner * ( if someone else is not enrolled with their biometric image ) to give a false positive. This false positive happened with me and they still act like I am not informed and later dismissed as an XXXX. Who does that? USAA has engaged in unethical business practices by only having a short conversation and later to discard what a victim has endured as if life doesnt happen. How? Why? I havent been able to access my XXXX XXXX and XXXX deposit which I thought was protected no matter what. Especially with it being a XXXX XXXX founded company. I am curious to know what percentage of the US population they get the XXXX XXXX and XXXX checks knowing I have no food or power and after three days of 30-20 weather alone desperately reaching out for help to hear, oh I am sorry, but I dont believe you are a victim of crime. Really? Want the police report about the XXXX assault?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: UT
Zip: 84106
Submitted Via: Web
Date Sent: 2020-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A