Date Received: 2019-11-28
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: This case is about a transaction That occurred on XX/XX/2019, for parts and services from an automobile repair shop. The company sold an engine significantly not as described ( in fact, it was illegal to sell the engine ) and failed to properly perform services paid for using a USAA debit card. I disputed the transaction with USAA, which " determined a billing error did not occur '' as " the correct amount was charged. Onn numerous occasions I called and provided information in support of my position to no avail. USAA is notorious for siding with merchants on its " Community forum '' website. I explicitly pointed out this was not a Visa " Chargeback Reason Code 12.5 : Processing Error '' issue ; instead, the applicable reasons were one or more of the following : 13.1 - Merchandise/Services Not Received, 13.3 - Not as Described or Defective Merchandise/Services, 13.5 - Misrepresentation. USAA reversed the temporary credit of {$2500.00} bringing our account balance to less than {$0.00}. As you review my account of events, please keep in mind the *only* documentation provided by the mechanic is a single receipt signed by me on the date I picked up the vehicle. This is before what I now know about the goods and services purchased. I shared, on multiple occasions, every detail in the " Account of Events '' below. USAA claimed the case was closed and, based on their conclusion at the end of their " investigation, '' none of the information provided was read or considered. ACCOUNT OF EVENTS : On Monday, XX/XX/2019, I paid for my car, a XXXX XXXX XXXX, to be towed to XXXXXXXX XXXX XXXX due to issues with the engine. XXXX, sophisticated software used to diagnose car problems with XXXX manufactured vehicles, showed three error codes/issues with the vehicle when dropped off. Prior to doing so, however, I spoke with the owner of the shop and we agreed it would take 12-15 hours labor to swap the current engine out for another one. This conversation was recorded and the relevant section of the transcript is as follows : ME : Is it about 10 hours labor to take the engine out and put a new one back in? Or.. XXXX : You're looking probably like 15 or so, it's a pretty big deal, you know. You do other stuff while you have the engine out ... [ unintelligible ] If you're gon na do something that big, you want to do it right ... ME : What's the rate on labor? XXXX : Labor is {$95.00} an hour. ME : So, {$1500.00}? XXXX : Yeah, you're probably {$1500.00} just in labor ... ME : Yeah ... XXXX : Plus engine, whatever that would cost ... ME : Right. XXXX : You know, I'm thinking probably ... You're probably looking at about XXXX XXXX so you're at about {$3500.00}. Note : Georgia law permits recording of conversations without consent of all parties, provided at least one ( 1 ) person is aware of such recording is taking place ( single consent ). FIRST ISSUE : Mr. XXXX, even after hearing the recording of our conversation, claims he never agreed to 15 hours labor. Instead, he misrepresented XXXX hours as " exactly what was estimated. '' This is shown on the detailed invoice he supplied ( Note : I declined to sign this document for him ). I believe he found the replacement engine at a lower cost than he expected and inflated the hours to get closer to the {$3500.00} range we discussed. This is inappropriate as he provided an estimate, as stated on the documentation, not a firm quote. Inflating hours, at a rate of $ XXXX, is unjustified and goes against our agreement. Importantly, there was no written agreement subsequent to our oral contract. [ {$950.00} overcharge ] SECOND ISSUE : On or aboutXX/XX/2019, we had further discussions about the condition/mileage of a replacement engine in which I might have an interest. We agreed on an engine with roughly XXXX miles on it at a cost around {$1300.00}. I knew this was roughly the current market value of a XXXX engine of this mileage based on fairly extensive research. I learned after XX/XX/XXXX, at XXXXXX/XX/XXXX, the time at which I signed the receipt, Mr. XXXX installed an engine with allegedly 83,000 miles ( more than agreed ), but more importantly, the engine VIN was scratched off. When I explained the seriousness of this issue he replied via email, " It is the company I purchased the engine from policy to remove the VIN number from the engine not mine. '' According to O.G.C.A. 40-2-21 regarding Removal or Falsification of Vehicle Identification, A person who willfully and with intent to misrepresent the identity of a vehicle or engine, removes or falsifies an identification number of a vehicle with intent to convert or defraud is guilty of a felony. Mr. XXXX, after repeated requests for the VIN of the totaled automobile from which the engine was removed, provided one with absolutely no history whatsoever. Not of the vehicle being sold, registered to anyone, ever passed a smog/emissions test, or in an accident. This only fueled my concerns he placed a stolen engine into my vehicle. I'm attaching several history reports associated with the VIN for the source vehicle from which the engine allegedly came. At this juncture the engine could have XXXX XXXX or XXXX miles on it. Perhaps, my engine was NEVER replaced, he simply fixed it, scratched off the VIN and charged me for an engine. With the VIN scratched off he can not prove he sold and installed an engine with XXXX miles. The only thing we can prove is, based on his emailed confession, his violation of O.G.C.A. 40-2-21 regarding Removal or Falsification of Vehicle Identification Number. I believe at this juncture it's safe to conclude the requested chargeback should be honored on the grounds, at a minimum, the merchandise was not as described and/or misrepresentation on the part of Mr. XXXX. THIRD ISSUE : Adding insult to injury, the installed engine is not working properly even after towing it to the shop once for repairs. The XXXX error codes increased from three when towed to the shop to 13 immediately after driving the vehicle home after the engine replacement. As mentioned, this is a very sophisticated diagnostic tool and I'm providing this information ( along with screenshots of the analysis ) rather than descriptions of how the engine stutters, accelerates more slowly, etc. as it is measurable and quantifiable. I shared this information with USAA in the same level of detail simply requesting approval of the chargeback. USAA is, in my opinion, wrongfully abdicating its responsibility to properly monitor and act upon chargebacks in the hope customers ( or soon to be former customers ) let it go.
Company Response: Company believes complaint is the result of an isolated error
State: GA
Zip: 30350
Submitted Via: Web
Date Sent: 2019-11-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-28
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Hello, I am XXXX XXXX. Usaa members # XXXX the reason for me emailing you is to see why USAA savings bank blocked me from all usaa products when I sent in all the information that was asked of me back in 2016 when my account # XXXX was hit with fraud activities. And now after three years, the bank is finally sending me back part of my money that they now see that I didn't commit any fraud?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77379
Submitted Via: Web
Date Sent: 2019-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-27
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/2019 XXXX was giving the seller trouble so as a result XXXX was used to send {$220.00} via the USAA app to XXXX XXXX. Im not sure if it was even sent to the right person because I never heard anything back after making the transfer. Eventually I realized it was a scam and quickly notified USAA the week of the XXXX. Today ( XX/XX/XXXX ), I was just notified by USAA that a refund cant be issued because I authorized the transaction. I am completely stressed because {$220.00} is not a small amount of money I struggle to make ends meet each day so this is a major stressor to me. Through all my years of banking Ive never been scammed. I usually extremely careful, but Im somewhat upset with USAA because being that they brand, provide and advertise the app, a lot of members put their trust in using XXXX, so incidents like this is frustrating and degrading to USAAs brand. USAA sets the bar high to prevent issues of such and its unfortunate that theyd even promote this untrusted app. Im very disappointed.Thank you
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-26
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: USAA manages my checking and investment accounts. 6 days XXXX XX/XX/2019 I requested a transfer of XXXX dollars from a mutual fund with USAA to my checking account with USAA. USAA at present has no record of the funds, can not find the funds and is stating it may be several weeks before the funds can be found. I feel this is unacceptable and feel there may have been a theft of funds by the USAA employees.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SD
Zip: 577XX
Submitted Via: Web
Date Sent: 2019-11-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-26
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: XXXX XX/XX/19 refuses to credit the duplicate charge
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11230
Submitted Via: Web
Date Sent: 2019-11-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-26
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: I lost my card while on vacation around XXXX XX/XX/16 and purchases totalling {$1800.00} were made fraudulently for about a week straight. I did not realize this until the next bill came. I called USAA around XX/XX/XXXX to report this fraud. My account was closed, the card was reissued, and credits were issued for the fraudulent purchases. I then paid the remaining balance for my purchases so the balance was now XXXX. No contact by either phone or mail was made since then. I noticed around XX/XX/XXXX that the credits issued for the fraudulent purchases were put back on my account. I called to inquire and was told that there is no way for me to speak to the fraud department directly and they would contact me. 2 days later I recieved a fraud affidavit in the mail which I immediately filed out, certified mail and faxed. I did call to confirm receipt but other than that, they have not contacted me in anyway, but still are expecting me to pay the bill which is due in XXXX. I was under the impression that it is illegal for them to require me to pay this until the investigation is completed. I also do not know if an investigation was even started since I can not get any answers from Usaa. I have called 4 times since then, spending at least an hour each call to get a resolution but have still received nothing.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 142XX
Submitted Via: Web
Date Sent: 2019-11-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-26
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: In the latest complaint with the CFPB USAA Falsely accuses numerous times in their response of my opening accounts with their financial bank. It is also mentioned they requested I submit Millitary documentation to them and a Military ID, Because again Military membership and or a family member in the military is required in order to obtain membership. I advised USAA Federal Savings bank that I am a victim of identity theft, USAA did not call to verify any information, USAA did not clear fraud alerts when opening the fraudulent Personal Loans, and openly admitted they say they have " personal identifiable information '' yet also state they verified this personal information, yet I have never received any account documents, and I have never received any emails from this company, They also falsely accuse saying I called in to file fraud claims, I have never called their company, and I have never received a call from them. They violated my Extended Fraud Alert and didn't clear it when opening the accounts please see the note from the company " Date of response : XX/XX/XXXX. 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 claim of identity theft. Our records indicate that on XX/XX/XXXX, you established USAA membership using your personally identifiable information. On XX/XX/XXXX, you accessed usaa.com multiple times and authenticated using your social security number ( SSN ), online ID, password, security questions, and cybercode text. During this time, you enabled quick logon and submitted four different deposit applications, which were all declined due to excessive returns and current unfavorable experiences with a financial institution. On XX/XX/XXXX, a note was placed on your profile to indicate that we had to verify your military service documents and a copy of your government issued ID by XX/XX/XXXX. On XX/XX/XXXX, your profile was updated, and it was indicated that we had not received these documents by the required date. " Yet they allowed a Checking and Savings, and Two personal Loans to be established according to the response stated from USAA. XXXX found the email address that was used to open the accounts on the dark web via my identity alerts, USAA has not completed an investigation, they attempted to complete a transactional fraud investigation when in fact these accounts were ALL FRAUDULENT APPLICATIONS. I have never once attempted to become a member of their institution because I AM NOT A MEMBER OF THE MILITARY neither is my family. Again thus why you didn't receive documentation that doesn't verify to me. You did not investigate the identity theft. I am a victim of identity theft. These accounts are fraudulent, were established with a fraudulent address that has been blocked by XXXX, were established with an email found on the dark web. Which was sold by identity thieves, and I never once called into your company, and you lied and said you called me and I never received any calls. and it was indicated that we had not received these documents by the required date. " Response from Company - On XX/XX/XXXX, you accessed usaa.com and established a checking account ending in XXXX Fraud - False accusations and a savings account ending in XXXX. On XX/XX/XXXX, you applied for a personal loan in the amount of {$8000.00} via usaa.com.<- KEYWORD ESTABLISHED ON USAA.com THE INTERNET. With fraudulent information that wasn't verified. The loan ending in XXXX was approved the following day. On XX/XX/XXXX, you spoke with a representative and indicated that you wanted to refinance your personal loan ending in XXXX ; <- Never spoke to any reps with their company. however, you advised you would call back due to a freeze you placed with the credit reporting agencies. On XX/XX/XXXX, you accessed usaa.com and applied for another loan ending in {$15000.00}. You were approved for the {$15000.00} loan ending in XXXX. On XX/XX/XXXX, you submitted a fraud claim, and all account access was restricted. Between XX/XX/XXXX and XX/XX/XXXX, you submitted a total of 11 credit disputes. '' - Didn't ever submit a transactional fraud claim again false accusations as I have stated these applications are fraud and you never called to clear the extended fraud alert the accounts were opened as a result of identity theft. I never lived at the XXXX XXXX address you continually provide XXXX on top of that you report the debt as being last reported XX/XX/XXXX, and it shows 4 payments of {$0.00} Because clearly I didn't pay the fraudulent account. I will continue to dispute this as Identity theft. I have provided you with a legal FTC Identity Theft Affidavit, These accounts were established as identity theft, and unauthorized. Please follow the proper laws and actually investigate the crime, instead of falsely providing false information.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75002
Submitted Via: Web
Date Sent: 2019-11-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-25
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: Summary USAA closed down two of our accounts without our consent. They sent the proceeds to the wrong address. They put a stop on the first two checks and tried to reissue those checks and send them to the correct address. There is a flaw in the their corporate check issuing department and they don't know where the checks are or if they have actually been issued. We have not had access to our money ( {$9400.00} ) for over four weeks now and do not know if we will ever get the money back. The checking account had {$5300.00} when it was closed. I was able to open an account at USAA because my father is an XXXX veteran. Long Version My daughter has been living abroad for the last year. She called USAA before she left in XXXX to change the address on her checking account to her new apartment in XXXX, XXXX. When she finished her degree and was about to move back, she called USAA to change the checking account address back to our home address. The person who recorded the address change was not paying attention and entered the wrong address. Unfortunately he also changed the address for the savings account as well which he was not supposed to do. We had neglected to sign some form so USAA closed these two accounts without our knowledge so on XX/XX/XXXX. The proceeds from those accounts total {$9400.00}. We did know this had happened because the bank statements were sent to the wrong address. The person who lived at the other address brought one of the bank statements over a few weeks later. By this time USAA had mailed checks totaling over {$9400.00} to the wrong address. We never received these checks - I believe they were returned to USAA. We called USAA as soon as we realized the address was wrong - that is when we found out that the accounts had been closed and the proceeds sent to the wrong address. We asked that the address be corrected and the checks sent to the new address. My daughter called back was assured this would happen. We called the next day and were told that someone would call us back with the XXXX tracking number. After no one called us back we tried again and were told the same story. When I called again, I was told that we had been sent a cashier 's check and that if it was lost we would not be able to get a new check for six months. And that was only if no one else had cashed it. Every time we call, we are told the check is in the mail ; USAA will call back the next day with the tracking number. No one ever calls us back and we call USAA again to start the whole process over again.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-11-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-24
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: I contacted USAA via click-to-chat on XXXX XX/XX/2019 to report fraudulent charges on my USAA XXXX XXXX credit card and USAA Platinum Visa credit card. I asked the agent that I was connected to, if it was possible for me to send documents to USAA in order to report fraudulent transactions, and I was informed that it needed to be submitted with a customer service representative. I reported 32 transactions as fraudulent charges for the XXXX XXXX credit card to the agent. The total amount was {$24000.00} for the 32 transactions. I also reported 27 transactions as fraudulent charges for the Platinum Visa credit card. The total amount was {$25000.00} for the 27 transactions. Once I was done with reporting all fraudulently charged transactions on both credit cards, I was advised by the customer service representative that there would be updates in 5-7 calendar days about the reported transactions. 8 days after the day XXXX filed the fraud claim, when I contacted USAA via click-to-chat to be updated on the reported transactions on XXXX XX/XX/2019, I was informed by the customer service representative whom I was connected to on XXXX XXXX that the fraud claims from XXXX XX/XX/2019 were not filed correctly. I learned that the previous agent who initially filed the claims on XXXX XX/XX/2019 filed them under an XXXX. I was also informed that the claims needed to be files under a XXXX XXXX. The customer service representative apologized for the mishandling of the fraud claims and started to correct and file the claims properly. However, the chat session was disconnected while the agent was working to file all charges correctly. I made an attempt to be reconnected to the agent who worked to file the claims correctly to ensure all reported transactions which were initially filed on XXXX XX/XX/2019, however I was connected another customer service representative. I explained the situation to the agent and was informed that the agent worked to fix the problem with the claims was be able to successfully complete fixing and filing the all transactions correctly even though the chat session was disconnected. I contacted USAA via click-to-chat once more again on XXXX XX/XX/2019 to confirm that the 32 transactions for the XXXX XXXX credit card and the 27 transactions for the Platinum Visa credit card were all included and properly filed. However, agent was not able to tell me if all those transactions were included. On XXXX XX/XX/2019, I noticed that 5 temporary credits were issued to the XXXX XXXX credit card account on XXXX XX/XX/2019. The total amount of the 5 temporary credits was {$18000.00}. I also noticed that 7 different temporary credits were issued to Platinum Vias credit card account. The total amount of the 7 temporary credits was {$23000.00}. I was not be able to tell how I was issued those temporary credits because of difference between the number of transactions I filed as fraudulent charges and the number of temporary credits issued to the two credit card accounts, and because of difference between the total amount for filed transactions and the total amount of issued temporary credits. I contacted USAA via click-to-chat and phone call on XXXX XX/XX/2019 and requested USAA to itemize the issued temporary credits by each transactions I filed on XXXX XX/XX/2019 for me to be able to identify the differences between the total amount I filed and the total issued temporary credits. I was given two case number for me to use to track the status on my issue with the issued temporary credits. XXXX was the issued case number for the XXXX XXXX credit card, and XXXX was the issued case number for the Platinum Visa credit card. I contacted USAA on XXXX XX/XX/2019 via click-to-chat to be updated on cases that the two case numbers were assigned, however customer service representative I was connected to, was not able to provide any updates because the representative was not able to find the case numbers. Between XXXX XXXX and XXXX XX/XX/2019, I received two letters from USAA requested me to verify reported fraudulent transactions and sign the letter as I confirmed listed transactions on the letter were not made by me. They also asked me to list any transactions if I want to add as fraudulent transactions. Transactions were listed on the letters were shown same as the temporary credits were issued on XXXX XX/XX/2019. The listed transactions on the letters did not match most of transactions I initially filed on XXXX XX/XX/2019. I listed every transaction I filed on the letters for USAA to identify all filed transactions correctly by amount and merchant name and to investigate my claims correctly, signed and sent them to USAA. As there wasn't any update and response from USAA, I contacted USAA via click-to-chat and submit a request to fraud team to provide documents as to how they came up with the temporary credits which were issued on XXXX XX/XX/2019. I was advised the request was submitted and turnaround time was 3-5 calendar days. However, I have not received any response about the request from USAA or fraud team yet. I submitted a complaint to CFPB against USAA on XXXX XX/XX/2019 about the issue addressed above, and I received a response from USAA on XXXX XX/XX/2019. USAA stated that I chatted with USAA to ask for an update on my claims and the chat was disconnected while the representative was reviewing the claim on XXXX XX/XX/2019. To be correct, it was XXXX XX/XX/2019 when I contacted to USAA to be updated on the claims. Also, the chat session was disconnected while the customer service representative was fixing the claims which were incorrectly filed initially on XXXX XX/XX/2019. USAA also started that I contacted USAA on XXXX XX/XX/2019 and was correctly advised that all transactions were included. That is not true. I made multiple attempts to ensure USAA identified all transactions I reported and include them in its investigation. However, I have never properly advised that USAA identified all transactions correctly and include all transactions, and USAA never responded to my request as to how I was issued the temporary credits. USAA also stated investigated my claim multiple times, came to same conclusion that all reported transactions were not fraudulent charges and reversed all issued temporary credits from the accounts which took place on XXXX XX/XX/2019. It seems that USAA completed investigations on my fraud claims before XXXX XX/XX/2019 as the temporary credits were reversed on XXXX XX/XX/2019. According to Fair Credit Billing Act, I must be told promptly and in writing how much I owe and why if USAA determined that my claims were not fraudulent charges. I learned that USAA completed the investigation and determined that I am responsible for transactions I filed as fraud on XXXX XX/XX/2019 from USAA 's response to my compliant submitted to CFPB. I contacted and talked to an agent over the phone and requested for the result of the investigation on my claims in writing how much I own and why for every transaction I filed on XXXX XX/XX/2019. I was advised that turnaround time would be 5-7 calendar days. However, I have not received any letter or document from USAA yet. Between XXXX XXXX and XXXX XXXX, I tried to contact a fraud specialist whom I believe as the initial fraud specialist ( XXXX ) assigned for my claims to obtain the result of the investigation multiple times and left voice messages. I have not received any response from the agent. I tried to contact the addressed point of contact ( XXXX ) in USAA response to my complaint through CFPB, left voice message and requested a return phone call, but I have not received any response. USAA failed to acknowledge my fraud claims correctly, USAA failed to respond to my request of documents regards my claims, USAA failed to promptly notify me of the result of the investigation in writing and USAA failed to provide me the result of the investigation at request. I never provided my credit card numbers to all merchants listed for the transactions I filed as fraudulent charges. All those merchants appeared to be connected, worked for an unlicensed online casino I had used in the past and charged the two credit cards illegally.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 31904
Submitted Via: Web
Date Sent: 2019-11-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-24
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2019, someone withdrew funds from my account via a XXXX transfer. Sufficient funds were not available, therefore, they transferred funds ( which were not available ) from my daughter 's linked account. Later that day, even after I reported the hack, someone continued to transfer funds back and forth from the account. Before all of this began, a balance of {$350.00} was in my account, USAA refused to refund the hacked amount. Subsequently, I had to open a new account in order to have access to my paycheck on XX/XX/XXXX. USAA blamed me and my daughter for the hacking and refused to refund my account balance. They have since sent my account to collections for funds above my original balance stolen from the account. Thankfully, My daughter 's bank refunded the hacked funds from her account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28314
Submitted Via: Web
Date Sent: 2019-11-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A