Date Received: 2020-01-09
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: I received a letter in the U S Mail which offered a {$200.00} credit with a new card application after spending {$500.00} in the first 90 days. The letter offers application by phone or online. When attempting to make the application on line no terms were offered which included the {$200.00} credit. After attempting to make the application by telephone I was told that a cell phone was needed to proceed with the application. The agent stated that there are hundreds of offers available but would not confirm the one mailed to me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: 541XX
Submitted Via: Web
Date Sent: 2020-01-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: USAA with Mortgage service company XXXX took a double payment with transaction record date of XX/XX/XXXX. I realize when I went to make my payment on XX/XX/XXXX for my XX/XX/XXXX due date it showed I owed nothing until XXXX. When I looked at the transaction records it indicated a double payment for different amounts then reversed then applied to the XXXX payment all for the same XX/XX/XXXX transaction date. This was NEVER brought to my attention as they explained their system did this AUTOMATICALLY with no knowledge of any USAA or XXXX personnel. My Bank account had $ XXXX removed and NOT returned until in XXXX when I brought it to their attention, then they still made more mistakes until I had to contact the President/CEO office of USAA to have them step in with their contracted service team. It appears there is a programming issue with USAA / XXXX mortgage in the automatic processing and NON NOTIFICATION to the consumer/owner. In essence they STOLE $ XXXX from me which is a FELONY in most circles yet NO ONE took ownership of the error or knowledge of it. Their SYSTEM needs a FULL AUDIT conducted as they also could not confirm if this was isolated or other customers had been affected. I want a FULL inquiry and report of the findings provided so they don't just push it under the rug and not make it public knowledge for any potential future class action lawsuits due to their mismanagement/oversight of their processing. XXXX XXXX - ID # XXXX, Supervisor - XXXX XXXX, Managers - XXXX, XXXX, XXXX, XXXX XXXX at the XXXX TX XXXX XXXX, and XXXX at the CEO office need to be investigated and define their roles in this issue with XXXX at the end working to resolve but not providing results of internal breakdown and how I can be guaranteed that it will not happen again.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85396
Submitted Via: Web
Date Sent: 2020-01-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-07
Issue: Incorrect information on your report
Subissue: Personal information incorrect
Consumer Complaint: I have contacted USAA several times to let them know that there is a glitch in their system that is reporting the wrong location for zip code XXXX. Zip code XXXX is for a XXXX, however their system is reporting it as XXXX FL. they reported this information in my credit report and now my XXXX account s locked. I spoke to the banking area and they tell me that I need website support I speak to website support and I am told that banking needs to fix it. they don't seem to understand that there is a glitch in the system that makes zip code XXXX appear to be in Florida, see my attachments to see what USAA is reporting and neglecting to fix. When I attempted to open a new account the incorrect address appeared in my USAA account. When I generate a direct deposit slip the incorrect address populated in to my direct deposit form. when traveling the USAA app shows that my home location is in FL. This is incorrect and USAA is reporting my address as in Florida and they are not willing to do anything to fix it. See attached USPS zip code look up that confirms that ZIP XXXX is not in FL.
Company Response: Company believes complaint is the result of an isolated error
State: AA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-07
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: USAA Federal Savings Bank is once again reporting my account in error. USAA shows the account last PAYMENT was made on XX/XX/XXXX yet the account was CLOSED on XX/XX/XXXX. How could I have made a payment on a CLOSED account? These dates are wrong and according to the FCRA, they must delete any information on my credit report that is incorrect. Once again, USAA is harassing me and my financial life by prolonging derogatory credit reporting to pay me back. They have intimidated me in the past and had little compassion for me as a military service member. Over the years, these dates have shifted numerous times and its all to take advantage and bully me. Please ask USAA to send you a paper trail of all these date changes then please fine them.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: ID
Zip: 83634
Submitted Via: Web
Date Sent: 2020-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-07
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: This message is to Follow Up on Complaint ID : XXXX with USAA Savings Bank. I appreciate receiving a call from XXXX XXXX and XXXX XXXX regarding this ID Theft matter. I have explained the scenario to them verbally and they have agreed to remove the account XXXX for {$4100.00} from my XXXX credit report, as this is the only bureau still reporting this account. I reviewed my report and came to find out that they removed the incorrect USAA Savings Account from my XXXX report. The account XXXX was removed instead of XXXX ( the fraudulent account ). The account XXXX is my account and I have not disputed this account. This is legitimate. It's the account XXXX that was activated without my authorization. I have been attempting to contact XXXX at ( XXXX ) XXXX, left VM messages as well, however no response as of yet. I understand that it may be the holidays. If this is the not case, please fix my account as soon as possible so I can move forward from this. Thank you.
Company Response: Company believes complaint is the result of an isolated error
State: FL
Zip: 32539
Submitted Via: Web
Date Sent: 2020-01-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-07
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: This account is more than 7 years old but has not been deleted from credit report. Account is also closed but continues to have over XXXX charge - offs which is against FTC regulations to report. 1. USAA SAVINGS BANK {$7600.00} Paid, closed XXXX charge-offs Account number XXXX Account status Closed Date opened XX/XX/XXXX 2. XXXX XXXX DELAWARE {$0.00} Paid, closed XXXX charge-offs Account number XXXX Account status Closed Date opened XX/XX/XXXX 3. XXXX XXXXXXXX XXXX XXXXXXXX XXXX {$1000.00} Paid, closed XXXX charge-offs Account number XXXX Account status Closed Date opened XX/XX/XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75219
Submitted Via: Web
Date Sent: 2020-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-07
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: USAA has been one of my favorite banks since I have enlisted and transition out of the military. Customer service is usually spot on but as of today XX/XX/XXXX reaching out to multiple department of USAA for my fraud situation. As a veteran, I now live in California. On XX/XX/XXXX someone open up a checking account in Ohio by depositing {$25.00}. I did not notice it until XX/XX/XXXX. The address was even open in Ohio and during my talk to one of the USAA representative asked me how come I didn't change my address for the checking account? BECAUSE I NEVER LIVED THERE! and why I was not notified that a bank account was open in OHIO while i reside in CALIFORNIA. During this gap the person in Ohio withdrew from my other bank account withdrawing {$1000.00} and attempting to withdraw {$4000.00}. I notice this large transaction on XX/XX/XXXX and called USAA. I was advised by one of the representatives to let the transaction go through and just transfer it back. The funds of {$1000.00} was transfer into the " FRAUD USAA CHECKING ACCOUNT '' it was immediately spent. The transaction were made on XX/XX/XXXX at a XXXX in Ohio. " XXXX XXXX XXXX XXXX XXXX OH. '' The transaction of {$26.00}, {$50.00}, {$400.00}, {$500.00}, and {$25.00} = {$1000.00} I was told that I was scammed and someone obtained my information, I do not recall any suspicious purchase during that time. I spoke to multiple represented from USAA and was told to hold until my other bank account " XXXX XXXX '' replies for the amount of money that was transferred. The transferred was made from my USAA account by the fraud user. I did not authorize any of these transactions and did not provide any with my information. I was told that users are liable for handling their information. This is obviously Identity Theft. Luckily I didn't get my {$4000.00} dollar stolen from me because I removed my money from the transferring account into another one. Since USAA COULDN'T NOT PREVENT IT. If I did not do that I would have been left with {$0.00}. As of now my USAA is account is unavailable to touch all my funds and have to wait. The fraud department has been little to no use, they say that an analyst will contact me in 1-3 business day. I was also told that my {$1000.00} could take 30 days to get back too but there is no guarantee I will even see that money. I feel helpless in this situation and USAA has been little to no comfort about my situation at all. I've been reading about fraud claim in USAA and it seems like its been a common misfortune dealing with the fraud department. I do try to see USAA as a great company but as of now I feel as USAA do not care for their customers anymore. UPDATE 2 weeeks later : USAA stands with their decision on denying my claim without any evidence. I have also went on un-linking my XXXX XXXX account to my USAA account because I feel my money is not safe anymore with USAA. No one is pursuing to investigate and I am more frustrated with USAA 's customer service. USAA also failed to provide me with any evidence, any of the notes that were made on my investigation and will not provide me with the previous address that was open on the fraud checking account. '' Update XXXX, XX/XX/XXXX @ XXXX, I received a call from an agent regarding a reopen investigation on my case. Apparently whoever had my information in Ohio was logged in at the same time I was in California. Because we were logged in at the same time I was liable .... whoever the hacker was. The person who hacked my account had all my information and security questions and no errors. I'm an officially a XXXX dollars poorer because of USAA..
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95823
Submitted Via: Web
Date Sent: 2020-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-06
Issue: Other features, terms, or problems
Subissue: Add-on products and services
Consumer Complaint: My USAA credit card has several built in benefits it advertises including satisfaction guarantee ( Return protection ). I filed two claims in XXXX ( claim XXXX and XXXX ). The first was rejected as the benefits center stated I had exceeded the annual number of claims allowed ( 4 ). This was an untrue statement as I had only submitted two other satisfaction guarantee claims within the preceding 12 months. I called the benefits center to clarify and was told it would be reviewed and corrected. It never was. Most recently when I inquired again, I was told it was denied as being outside the term limit. That was not the case either. The second claim was reviewed and I was requested to send in " salvage ''. I was waiting for the first claim to be reviewed so that I could send both items ( shoes ) together to save on shipping. Then the second claim status updated to say I had exceeded the annual cap. Again, this is untrue.I have two other claims for satisfaction guarantee on this card in the preceding 12 months : claims XXXX and XXXX. I have had no success with the benefits center after repeated attempts to get this point across.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20817
Submitted Via: Web
Date Sent: 2020-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-06
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Regarding USAA Federal Savings Bank I received a call from USAA ( representative sounded female ) on XXXX XXXX, XX/XX/2019 at XXXX PST. The rep told me that my checking account has been locked due to fraudulent activity. I asked her what the activity was and she stated that she did not have access to that information and that I would need to call back after XXXX during normal business hours to get more information and unlock it. I called back on Thursday morning XX/XX/2019. I was told by the rep that I needed to change my PIN. I did this. I logged in to my account to find that my account had been thoroughly wiped out and used as a platform for fraudulent deposits ( about $ 39k ) and subsequent purchases ( $ 50k in debits ). There were at least 50 transactions processed in the window of time when the bank was closed. I had nothing to do with any of these and immediately called USAA back. The reps claimed I called USAA to have funds release and that I claimed they were valid. I made no such calls and have sent my XXXX phone bill to prove the calls did not come from my number. Someone fabricated this or spoofed (? is that the term? ) my phone number. I have now come to realize that one of the biggest challenges in dealing with an issue at USAA is that there is no ability to communicate seamlessly about an issue with a single person or entity. Every communication begins brand new and as a " member '', I must completely start at the beginning every single time I call in. I can not reference a " case number '' or issue id. Furthermore, I have come to understand that the representative 's NOTES concerning the phone calls we have can be completely fabricated. I discovered this today in speaking to the 15th ( + or - a couple ) representative who informed me that he sees a note on my record from the evening of XX/XX/XXXX that reads " Member called in and claims all charges are valid ''. This is false. I was under the impression that calls were recorded but apparently this is not the case either. I am at the mercy of their " notes '' that can be written to their benefit or to hide something they have done. I have submitted complaints to USAA as well as logged a police report. If identified through the police detective work, I will press charges against the criminals who used a debit card that was linked to my checking account. I need consumer protection help because my money was mismanaged by the very bank I trusted to safeguard it. I believe there were internal forces at work here to enable such a well planned gutting of my account. Attached are the fraudulent transactions, my XXXX phone log, one written complaint uploaded to the USAA portal and the Police Report.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91505
Submitted Via: Web
Date Sent: 2020-01-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-05
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 Statement New purchases Summary Account Activity {$2.00}, XXXX ref # begin with ( F ) are NOT NEW PURCHASES {$860.00} New purchases are without the ( F ) ref # There are {$1.00}, XXXX UNEXPLAINED NEW PURCHASES that are not new purchases that do Not give Accurate Purchase Date or any Merchants Name of who placed purchases of {$1600.00} on my card I KNOW DID NOT
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A