Date Received: 2019-11-08
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: I disputed charges with USAA. USAA refused to honor my credit card agreement and protect its consumer 's rights.
Company Response: Company can't verify or dispute the facts in the complaint
State: MA
Zip: 024XX
Submitted Via: Web
Date Sent: 2019-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-08
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Made 2 payments to my account. Never credited but has cleared my checking account. Talked to several people on the phone still not resolved. My bank confirmed check was cashed by usaa
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 145XX
Submitted Via: Web
Date Sent: 2019-11-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-08
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: THIS COMPLAINT IS IN REGARD TO A CREDIT INQUIRY EXISTING ON MY XXXX CREDIT REPORT PASSED THE LEGAL REPORTING STATUTE OF TWO YEARS. THIS COMPLAINT IS AGAINST THE CREDITOR USAA FSBCC THAT IS FURNISHING THIS OUTDATED INFORMATION TO XXXX. THIS COMPLAINT IS NOT AGAINST XXXX AT THIS TIME. This is a complaint arising under Sections 5 ( a ), 5 ( m ), 13 ( b ), and 16 ( a ) of the Federal Trade Commission Act ( FTC Act ), 15 U.S.C. 45 ( a ), 45 ( m ) ( 1 ) ( A ), 53 ( b ), and 56 ( a ) ; the Fair Credit Reporting Act ( FCRA, 15 U.S.C. 1681-1681x ; and the Fair Debt Collection Practices Act ( FDCPA ), 15 U.S.C. 1692-1692p, to obtain monetary civil penalties, a permanent injunction, restitution, disgorgement, and other equitable relief for the Defendants violations of the FCRA, the FDCPA, and Section 5 of the FTC Act. XXXX provides consumer personal credit reports to regional and national credit grantors, attempting to issue both commercial and consumer credit. XXXX regularly furnishes consumer credit reports to Creditors electronically. XXXX is an entity who regularly and in the ordinary course of business furnishes information to one or more Creditors about its transactions or experiences with its consumers. XXXX routinely receives complaints from consumers who claim they do not owe the debt or that an account is invalid or incorrect. In numerous instances, I have notified XXXX at the address specified for such disputes that XXXX is reporting inaccurate information concerning my consumer credit. As a victim of identity theft and the XXXX Data Breach I expect the information in my consumer report to be accurate and my disputes taken seriously. XXXX has continued to report inaccurate information to the Creditors even after receiving such notice and accompanying proof. In numerous instances, I have disputed the information appearing on my consumer credit report in writing to XXXX. XXXX receives most notices of disputes from a consumer in electronic format, through automated consumer dispute verification ( ACDV ) forms provided on XXXX website. Pursuant to Section 623 ( b ) ( 1 ) of the FCRA, XXXX, as a furnisher of information to the Creditors, is required to conduct an investigation of the disputed information upon receipt of a notice of dispute from a Consumer. For certain types of disputes, such as those where the consumer claims the account is not his or hers or belongs to someone with a similar name, it is XXXX s policy and practice only to compare the name, social security number, date of birth, and address in XXXX s computer database with the information provided on ACDV forms. Where three of the four items match, XXXX will report to the Consumer that it has verified the information it furnished as accurate. It is XXXX s policy that only after the consumer has alleged the same type of account inaccuracy more than four times will the matter become assigned to a supervisor to do further investigation. Because XXXX collects accounts that are often old, information in its computer files may not be accurate for a variety of reasons, including incorrect updating of addresses, errors in recording names and information, and problems with the original Creditors records. In disputes involving identity theft or fraud allegations, XXXX s policies provide that if the existing account codes and notes in its records do not contain any reference to a prior claim of fraud, XXXX will verify the previously reported information without conducting any investigation prior to such verification. In numerous instances, despite written or oral notification from consumers disputing the accuracy or completeness of alleged debts, XXXX continued to furnish the information to the Creditors without communicating that the information was disputed by the consumer. Section 623 ( a ) of the FCRA describes the duties of furnishers to provide accurate information to Creditors. Section 623 ( a ) ( 1 ) ( B ) prohibits furnishers from providing information relating to a consumer to any Creditor if i. the person has been notified by the consumer, at the address specified by the person for such notices, that specific information is inaccurate ; and ii. the information is, in fact, inaccurate. In numerous instances, I have contacted XXXX at the address specified by XXXX to dispute information furnished by XXXX to a Creditor and to notify XXXX that the information is inaccurate. In numerous instances, I have also provided information such as the consumers drivers license, social security number, and/or proof of residence to confirm my identity. The acts and practices alleged above constitute violations of Section 623 ( a ) ( 1 ) ( B ) of the FCRA, 15 U.S.C. 1681s-2 ( a ) ( 1 ) ( B ). Pursuant to Section 621 ( a ) ( 1 ) of the FCRA, 15 U.S.C. 1681s ( a ) ( 1 ), the acts and practices alleged above also constitute unfair or deceptive acts or practices in violation of Section 5 ( a ) of the FTC Act, 15 U.S.C. 45 ( a ). USAA FSBCC is also a furnisher of inaccurate credit information and is just as liable as XXXX. A recorded statement from XXXX states that USAA FSBCC is the one responsible for removing this information from my credit report. As it currently stands XXXX nor USAA FSBCC has not validated or verified the accuracy of this inquiry. They also failed to remove the inquiry from my credit report after the two year statute of limitation. The following outdated inquiries are being furnished by USAA FSBCC and are being reported by XXXX. Inquiry Entry Date Legal Removal Date Inquiry listed as XX/XX/XXXX XX/XX/XXXX As of XX/XX/XXXX these inquires are still being reported.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76039
Submitted Via: Web
Date Sent: 2019-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-07
Issue: Problem with a lender or other company charging your account
Subissue: Money was taken from your account on the wrong day or for the wrong amount
Consumer Complaint: On XX/XX/XXXX I made a payment incorrectly for a program that was dissolved. The payment of {$3900.00} was made in error and for the wrong amount. I immediately contact the merchant XXXX XXXX XXXX XXXX ) and tried to have the payment returned to the payment source, which they denied. Then contacted my bank ( Usaa ) which said that I couldn't " stop payment '' on the charge since it wasn't posted. I then went through the dispute process with them and provided all required documents and today on XX/XX/XXXX they denied and closed my dispute.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78212
Submitted Via: Web
Date Sent: 2019-11-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-07
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: On XX/XX/XXXX I called USAA auto loan companies to get an extension on my auto loan for the Month of XXXX because I was already paid all the way through XXXX. The initial representative made a mistake and processed it for the paid month of XXXX and had to speak to a supervisor so they could correct it Ive been calling for hours at a time for them to practice and they still have not corrected it saying that they used my extension for the month of XXXX a paid month I was told multiple times they would correct it they will listen to all the phone calls and make sure that my next payment was not due till XX/XX/XXXX and that XXXX the proper month would be extended or deferred. After paying my auto loan biweekly for the past couple of years I am very upset that now that I have medical situations that cause me to ask for a one-month extension the one with extensive has been placed in properly and has now affected me in a negative light even though it should not I am asking for someone to step in and make sure that they process the extension/deferment properly for the month of XXXX and not take my XXXX payment and use an extension for a XXXX balance that is unfair to me as a consumer there are plenty of notes that stem from XX/XX/XXXX all the way through the month of XXXX there are voice recording this was an easy thing for them to correct they couldve either apply the extension properly for XXXX or Or simply use the XXXX payment for XXXX since the process to the extension for XXXX this is not difficult please look into the notes and make them correct this as Ive been a USAA member for 20 years with no delinquencies and now this may cause that and it was USAA bank error and they said fix this immediately thank you
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98311
Submitted Via: Web
Date Sent: 2019-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-07
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I deposited a cashiers check and then another check which was told the dates both checks would be available. When the date came I received email notification saying the funds are now available. So I logged I. To Check the balance. Then all of a sudden my pin for my login to online bank was incorrect. I kept getting same same message so I called. Then they said the funds for the cashiers check was being returned to the issuer. For non sificiant funds. And that they could help me reset my pin. At this point I was more concerned about how my pin was changed when I did not do that. They didnt find that to be a problem so I left it alone and contacted the issuing bank. They said the cashiers check was paid and the funds have cleared. They said it was already paid out. So I called back my bank usaa to find out why they lied. And they said the funds are on hold for another 30 days. And I confronted them why they said it was being returned the first time. Then they said they had a hold on it for 30 days and then it would be returned. So I was upset that my money was floating around somewhere and no one is giving me accurate info. Then I asked about my pin and she put me on hold for a while and said its looks like it could possibly be my joint account holder changing it. But my husband has his own login to the same account and has no reason to have to use mine. But seeing how the bank would have no rights to make such a false testimony and would be at risk in doing so I had to believe their word. I started crying to the rep and said they keep telling me different things and that I was already upset about how they cant provide me valid or proper info on where or whats happening with my money and now they tell me my husband locked me out of my account. I told them that they had better be right because thats is not something that can be stated without proper validation. And I said that they have just caused me to turn around and suspect my spouse which at that point have me a complete meltdown. I hung up on them and quickly asked my husband. He said he had no idea which I believe because he never k ew my original pin to begin with he didnt even know his. But Im still locked out of my account and received a email that my pin wS changed that day but when called them due to concern they did not protect my rights. Whether it was my spouse or not he has his login and so that would still not be acceptable if he changed my info. But to lightly suggest that and causing me emotional distress and me to suspect my husband to this day because the bank still cant give me valid explanation has cause a huge trust issue between my husband and I. Because I assume the bank can not lie about that sort of stuff. I believe my husband but I cant disregard the fact of the bank stating that. A couple days after that conversation my funds become available. But have not been able to login into my account and have no knowledge of who and what changed my pin without my consent and or probable cause or notification of reasoning. The bank told me that my husband wAs the reason but Im sure he wasnt. I am worried that Im being treated very unfairly without knowing why or how And any reassurance that my rights and interest will be protected. I have been having to have my husband login under his pin since then for any account related inquires. But Im afraid the bank acted very improperly when handling and proving me account info and at the cost of my mairrage. I felt very powerless and that there wS nothing I could do about it. Please look into this. They just didnt care and kept lying to me. Changing their story. Isnt there. Law to where they have to provide me accurate info in regards to these matters and how they must handle account changes if the consumer notify a that they did not make the changes. There must be something that can be done to stop this.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89142
Submitted Via: Web
Date Sent: 2019-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-07
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I applied for a VA mortgage through USAA, they sent me a pre approval of XXXX and then followed up with a loan contract and fixed interest rate of 3.5 %. The loan officer then stated that they could no longer offer me the loan and gave me the wrong credit information when I attempted to add my spouse as a co-borrower. They kept describing themselves as a conservative institution and that my business would be better elsewhere. This is after the loan officer stating that they completed XXXX VA loan the previous month.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33428
Submitted Via: Web
Date Sent: 2019-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-07
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: 3 months ago in XX/XX/2019, I was notified by USAA that I needed to update my W-9 information. They also threatened that if I did not, they may withold taxes on interest. I have been with the bank for over 40 years and they have that information already. Nonetheless, I called the bank and informed them that I was not subject to IRS witholding and therefor, according to everything I read, was not required to furnish any W-9 info or updates. The agent said that I did not have to sign the form if I did not want to. I said I would not as it is not necessary or required by law ( from what I understand ). She agreed. When I tried to log on last week ( XX/XX/19 ) or so, I was stopped by a pop-up requiring me to sign a W-9 or could not proceed. I finally went thru the maze of document finding and signed it to avoid further complications. When I finally got to my account I noticed USAA had already witheld {$.00} taxes from my measly {$.00} interest gained in my checking account. I do not believe this is legal, as do thousands of other USAA customers complaining on the USAA forum site ( also where I left comment last XXXX ). I would like to get a formal ruling on this as USAA seems to be abusing it's autority with it's customers. Perhaps they have had a security breach, lost customer W-9 's, or info therin, and they are covering it up with this story ... .there are many theories on the forum.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32563
Submitted Via: Web
Date Sent: 2019-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-06
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: I contacted USAA savings credit card and I explain to them Ive never been in a military and I didnt open up a credit card in my name and someone stolen my information and open up a credit card with a XXXX limit and they refused to shut it down for fraud and take it off my credit report and told me I failed the verification and I need to call back and try again and its XXXX and I need to have this account taking off my credit report and they use my address and my phone Number and I didnt apply for this credit card
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75218
Submitted Via: Web
Date Sent: 2019-11-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-06
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I made an allotment from my government XXXX to USAA savings and made the mistake of using my member I.D number instead of my account number. Come to find out my member ID is some XXXX XXXX guys account number. USAA never matched the name, social or DOB on the transfer. I notified USAA on what happened and its been almost 2 months of trying to get the money returned. First your member ID should never be another persons account number, second my other information I.E, social, DOB, address shouldve been matched and was not. USAA customer service is now farmed out for the most part, so far Ive been on the phone for over 6 hours total, the TSP representatives have been very helpful and have been on most of the calls with me. A number of security steps were missed and USAA is attempting to ask for the money back. XX/XX/XXXX going on 75 days and USAA as still not taken action against the other member who excepted and withdrew money not belonging to them Ive spoke with everyone and the CEO about this Why hasnt a theft or fraud report been filed also
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33323
Submitted Via: Web
Date Sent: 2019-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A