Date Received: 2019-04-17
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Greetings, There were two instances where USAA has completely dropped the ball when I attempted to set up an automatic payment on my car note and credit card. The goal was to never be late on a payment but they had ongoing technological difficulties that caused my account to be late two times : Once in XXXX of XXXX and once in XX/XX/XXXX. My checking account wasn't debited automatically which was the reason the payment was missed. The only excuse I got from the USAA customer service representative was that, " It's a much bigger company now. '' As if to say, 'yeah, it was our fault but what do you want me to do about it? ' Needless to say he wasn't much help getting my credit report fixed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75218
Submitted Via: Web
Date Sent: 2019-04-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-17
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: USAA stated on XXXX that they will not proceed with consideration of my mortgage application unless I pay them {$500.00} before XXXX. The loan officer said that the payment is required of all borrowers to demonstrate their commitment to USAA as their lender. I do not believe that I should have to pay USAA for consideration of my VA loan application.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 24019
Submitted Via: Web
Date Sent: 2019-04-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-16
Issue: Problem with a company's investigation into an existing issue
Subissue: Investigation took more than 30 days
Consumer Complaint: I filed a claim with XXXX XXXX in XX/XX/2018 and we are now in XXXX and I have yet to be paid in full. USAA and I have been communicating back and forth since XXXX and USAA has never provided me with response to my questions. USAA has only created fraudulent information in my name and provided me with excuse after excuse as to why I have not been paid. I submitted a complaint though the CFPB in which only the bank responded and I am not satisfied with USAA response. USAA has failed to answer item by item line by line. Out of the forty questions posed in the first complaint/affidavit USAA only responded to one. I require all question within this document to be answered. These are specific to USAA Bank Why did you USAA only answer to one out of forty questions? Are you USAA attempting to make it seem like you are conducting a further investigation by only answering one question? Why did no one respond to my dispute for {$1600.00}? Why was my dispute for {$1600.00} not acknowledged? Why did you close my saving and checking account without my consent? Why did you close my savings and checking account while a dispute was on file? Why did you close my savings and checking account after I filed a dispute with you against the money that is owed to me by XXXX XXXX? Why did you take away my ability to access my own information while my money was still in the account? Given that you were able to confirm that the XXXX money was removed from my account and released is it safe to assume that you still have access to my bank statements? If you do in fact still have access to my bank statements why am I not given the same access? Are you USAA allowed to withhold my own information from me? Is there a law that states that you USAA are allowed to withhold my own information from me? If so what is this law? Is there a law that states you USAA are allowed to close my accounts while a dispute is on file? If so what is this law? Is there a law that states that you USAA are allowed to close my accounts without my consent? If so what is this law? Where is my money? I require you USAA under the Freedom of Information Act which was already submitted to in writing through USPS to release all bank statements to me. Following questions are towards XXXX XXXX What is policy language? What does policy language mean? Why was recoverable depreciation not mention in the original policy agreement? Why was recoverable depreciation only mentioned to the policy holder after my loss and first initial payment of loss? Where within the renters policy does it state that I the policy holder am not allowed to have assistance with purchasing my equipment? Where did USAA get the second receipt from? Who submitted the second receipt with the use of my information? Under the Freedom of Information Act I require XXXX XXXX to provide me with the second receipt totaling {$2300.00} in which XXXX XXXXXXXX states they received from me? How was the second receipt submitted? Why did XXXX XXXX release the amount of {$1600.00} in the first place if I was misrepresenting myself or my equipment? How is asking me if I know anyone who wants to cause me harm an appropriate question for XXXX XXXX to ask? How does this help your investigation? How does this help your investigation determine why I did not receive full payment? How is asking me if I had any deliveries to my home an appropriate question for XXXX XXXX to ask, how does this help your investigation as to why I did not receive payment in full? How is asking me who comes into my home an appropriate question for XXXX XXXX to ask, how does this help your investigation as to why I did not receive payment in full? How is asking me why I did not contact management of my apartment complex and appropriate question for XXXX XXXX to ask, how does this help your investigation as to why I did not receive payment in full? How is asking me why I did not contact my neighbors and appropriate question for XXXX XXXX to ask, how does this help your investigation as to why I did not receive payment in full? When I did not want to answer a question XXXX XXXX would ask if there was a reason I did not want to answer the question. How is interrogating your policy holders appropriate? How does this help into your investigation as to why I did not receive payment in full? Is there a law that allows Insurance companies to ask more questions than the police? If so what is this law? Why has XXXX XXXX not provide me with the recording in which they state that I state I am a business or corporation? What financial investment does XXXX XXXX have on my name and my property? Who gave XXXX XXXX permission to have a financial investment in my name and property? How does XXXX XXXX have a financial investment in my name and property? Where does XXXX XXXX get the funds to pay me? Where is the money now since USAA has removed it from my personal bank account? Who did USAA pay the money out to, was it XXXX XXXX XXXX or USAA BANK/XXXX? Where does the remainder of my money go if USAA does not give it to me? Where is the documentation XXXX XXXX claims to have submitted to me stating that the {$1600.00} was removed from my account due to misrepresentation of equipment? Why has XXXX XXXX not responded to any of the question I have asked in the previous three documents? Why did you XXXX XXXX ignore the Freedom of Information act I submitted in XXXX XXXX when your own document states that you have six days to release my information? What are you XXXX XXXX trying to hide since you will not release my own information? Where did XXXX XXXX get the idea that I was a business? Why did XXXX XXXX state that I submitted a false receipt? What is a false receipt? Which receipt is XXXX XXXX talking about, the one I submitted or the second one I never sent that USAA claims to have? Is XXXX XXXX keeping my money from me because of a false receipt or a false misrepresentation of equipment? Why did XXXX XXXX depreciate my equipment when the policy states they would not? Why did USAA claim that my studio residence was robbed when the police report states it was my personal living apartment? What is a studio residence? Are you XXXX XXXX attempting to create a false physical environment of business that I do not own and have stated so several times since XX/XX/2018. Who is XXXX XXXX and why is he speaking on behalf of the CEO? I have never spoken to XXXX XXXX personally so how exactly did he conduct his investigation? Why did he never get in contact with me? Did XXXX XXXX read the documents sent back and forth between USAA and myself? Did XXXX XXXX himself speak to XXXX XXXX? where is my money? why have you been withholding my own information from me? I require the release of all of my information under the Freedom of Information Act which was provided in writing back in XX/XX/2018 and went ignored.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: NV
Zip: 89128
Submitted Via: Web
Date Sent: 2019-04-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-15
Issue: Incorrect information on your report
Subissue: Personal information incorrect
Consumer Complaint: I have previously reported to each of my creditors and to each of the credit reporting agencies that I have been the victim of identity theft and that certain creditors failed to conduct a reasonable investigation. Please see the attached documents authenticating my name change to XXXX XXXX XXXX. I have requested that each of the credit reporting agencies and creditors update all my financial records to reflect this change. Each are to deny any request for credit or information under the name XXXX XXXX XXXX and/or any derivative. I request for security reasons for XXXX XXXX XXXX and/or any derivative be removed from all credit reports. All notifications to include the Socail Security Administration, IRS, State Revenue and Tax Department, Law Enforcement and creditor notifications are being notified of this change at the time of this writing.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-13
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I submitted a transaction dispute for {$600.00} back in XXXX when I XXXX XXXX XXXX a web design company that I hired failed to provide the service I paid for and completely ignored my emails following up with whether he was able to complete the task. USAA asked me to submit additional information, but I didn't see the emails and they took the temporary deposit back. I called to find out why they had taken the money back and they explained that I hadn't provided them with information. I asked for the dispute to be reopened and they told me I had to mail the paperwork in. I mailed it and gave them a until XX/XX/2019 to do the investigate. I didn't hear anything back them so I called again. The USAA rep I spoke to told me that he saw the documentation, and that nothing was done with it and that I would need to resend the paperwork and a letter requesting the dispute be reopened. He said it was their fault for not following through back in XXXX until XXXX. So I sent it immediately that day and waited again. I called yesterday, XX/XX/XXXX and they once again never did anything with the paperwork and told me that I had missed the window. The vendor that I paid {$600.00} to did absolutely nothing and I've done what USAA told me to multiple time to get my money back. Each of these conversation were record, I ask the USAA rep I spoke yesterday. I just want my {$600.00} refunded back to me as the vendor did not do any of the work he was contracted to do.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: VA
Zip: 223XX
Submitted Via: Web
Date Sent: 2019-04-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-12
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: I have a accident on XXXX XX/XX/2019, and its small accident and we both parked the cars and called the police and filed the case ( report No.XXXX ) in XXXX, Arkansas. Since i dont have the insurance for at that time. i have pay myself, The insurance company of the other guy is USAA. After 3months on XX/XX/2019 i got a call from XXXX XXXX and they say that i have to pay XXXX . When i called the USAA about it they said the its XXXX $ .When i asked it about the claim they said that they have selled it to the XXXXXXXX XXXX and i have to speak with them. thay cant to anything about it.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-11
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In applying for a pre-qualification mortgage, I was asked if I would allow an inquiry into my credit I did not want this. So I backed out before completing any further. 5 minutes later, I received a hard inquiry on my credit. I was then told that they tested this out themselves and that it wasn't possible. I asked if they had a system in place to verify this and they said yes. If that we're the case, they would know for sure that I didn't consent to my credit being inquired upon. They said that they tested it from their end and could not replicate my scenario and that was enough to prove I did allow them to check my credit. This was a fraudulent inquiry and it was never approved by me. The way they have the form setup to be used is not secure enough if I can back out of their process without a notification asking me or notifying me of what may or may not happen. There is no way they could have verified I allowed them to access my credit. I know this for a fact. I did the application with someone else and they saw this too. In addition to all of this and after going through the steps again, I believe there are more issues to address like the way they advertise a pre-qualification and then ask for a credit inquiry halfway through the page. This is why I backed out in the first place.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NM
Zip: 875XX
Submitted Via: Web
Date Sent: 2019-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-11
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On Sunday, XX/XX/2019 I spoke to XXXX in fraud department. I explained to him that there were charges to my credit/debt card that I didn't make. XXXX told me that he would have to cancel the card and issue me a new one. Fine. I gave him a new pin number and was told that I should be receiving a new card within 2-3 days. I called on XX/XX/2019 to get an update since I haven't received a new card. I was told that no card was ever processed! It is now XX/XX/2019. I still don't have a card. No access to money. I can not put lunch money for my daughter to eat lunch because I have to load funds on her school account. Please see the chat transcript. I was told to get loans!! USAA refused to send me a card overnight. There are no branches in XXXX!! Welcome to the USAA Bank Chat! XXXX XXXX ( XX/XX/2019, XXXX XXXX ) : Your Question is : Could you please provide a tracking number ( XXXX ) for my new credit/debt card. I haven't been able to make transactions since Sunday. XXXX XXXX ( XX/XX/2019, XXXX XXXX ) : Thank you for chatting in with me. My name is XXXX and I will be happy to look into your information because I know how important that information is to you. Me ( XX/XX/2019, XXXX XXXX ) : I was told I should be getting it by tomorrow XXXX XXXX ( XX/XX/2019, XXXX XXXX ) : Since it has just been ordered today I have yet to have a shipping number. I will have a shipping number for you by tomorrow. Me ( XX/XX/2019, XXXX XXXX ) : No! I was told it was expidited. I was supposed to be shipped today and I should recieve it by tomorrow Me ( XX/XX/2019, XXXX XXXX ) : This is now the 3rd time you guys are refusing to send me a card Me ( XX/XX/2019, XXXX XXXX ) : I spoke to a supervisor yesterday Me ( XX/XX/2019, XXXX XXXX ) : Im not waiting anymore! I have no money!!! What the XXXX am I supposed to do! I haven't been able to access my account since Sunday!!!!!!!!!!!! Me ( XX/XX/2019, XXXX XXXX ) : Hello? XXXX XXXX ( XX/XX/2019, XXXX XXXX ) : To make sure I understand your situation I will be asking questions throughout my chat. Me ( XX/XX/2019, XXXX XXXX ) : Are you serious? I want my card!!! XXXX XXXX ( XX/XX/2019, XXXX XXXX ) : Do you have a friend that could loan you the money until you get your card? Me ( XX/XX/2019, XXXX XXXX ) : XXXX!!!! Are you crazy??? Me ( XX/XX/2019, XXXX XXXX ) : This is USAA 's fault not mine. I shouldn't have to go begging!!! Me ( XX/XX/2019, XXXX XXXX ) : This is insane! Im going to another bank! Me ( XX/XX/2019, XXXX XXXX ) : I trusted you guys and you XXXX me over. Im done Me ( XX/XX/2019, XXXX XXXX ) : Telling people to give you loans because USAA refuses to give you a card and refuses you access to YOUR OWN MONEY Me ( XX/XX/2019, XXXX XXXX ) : This chat is going on social media Me ( XX/XX/2019, XXXX XXXX ) : Im telling everyone how USAA screws you over and then tells you to beg for money Me ( XX/XX/2019, XXXX XXXX ) : Im already taking screenshots XXXX XXXX ( XX/XX/2019, XXXX XXXX ) : I am sorry that you feel we XXXX you. Is there anything I can do for you? Please run away from them. Use your local bank!
Company Response: Company believes complaint is the result of an isolated error
State: IL
Zip: 608XX
Submitted Via: Web
Date Sent: 2019-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-11
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: In XXXX of XXXX, someone fraudulently opened a credit card account with USAA in my name and started taking cash advances. I told USAA it was fraud but they didn't believe me and repeatedly told me I had to pay the balance. For months, I spoke to people at USAA who told me they would help but the bank made it impossible to reach anyone who actually had the power and desire to help me. I just kept getting told it wasn't fraud and I was responsible. Finally, on XX/XX/XXXX, I submitted claim XXXX with the CFPB. Two days later, I got a call from USAA 's office of the CEO and the next day they called back to tell me it wasn't fraud and they would delete all negative information from my credit report. On XX/XX/XXXX, I received a letter from USAA stating the account was a fraud and they would delete the credit inquiry from my report. On XX/XX/XXXX, I called XXXXXXXX XXXX XXXX XXXXXXXX from USAA 's office of the CEO to verify they would delete all of the information, not just the inquiry. She never called back. I tried her several more times and never got a response. On XX/XX/XXXX, I sent a letter to CFPB and USAA explaining that USAA has not done everything they were supposed to. On XX/XX/XXXX, I got a call from XXXX of the CEO 's office who said he would look into it. On XX/XX/XXXX, XXXX called again and told me USAA should've paid off the debt internally so they could report to the credit agency that the debt was settled but he didn't know why that didn't happen. He said it would be cleared by XX/XX/XXXX and my credit report would be updated by 45 days from then. On XX/XX/XXXX, I checked my credit report and the delinquent payment was still there and my score was still 200 points lower than it should have been. I called XXXX and got no call back. On XX/XX/XXXX, XXXX called and left me a message. I finally got in touch with her on XXXX. She said she would figure out what happened and get back to me. I left several voicemails for her over the following week and a half but got no replies. I sent new letters to USAA and CFPB on XX/XX/XXXX. On XX/XX/XXXX, XXXX from the CEO 's office called. He said he had to contact the credit department to find out what happened and would call me back by the end of the week ( XX/XX/XXXX ). I never heard back from him. I left voicemails for XXXX on XXXX, XXXX, XXXX, and XX/XX/XXXX. I got no responses. USAA continues to ignore their responsibilities and how much this issue is affecting me. My credit score is still approximately 200 points lower than it was prior to the fraud.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: VA
Zip: 23322
Submitted Via: Web
Date Sent: 2019-04-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-10
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: USAA has put my account in a fraud restrictive because of elder abuse. I am not being abused and when I called in they wanted for me to give them the loans that I have applied for. I couldn't remember of the bat because I have a head cold. But I won't to put them here to, car loan, installment loan, credit card and a secure card. It has been only me that USAA has been talking to. I gave them my new phone number of XXXX. But they kept calling my old phone number I had on file. I was able to verify all the information but because of the recent loans i applied for that I couldn't remember I have to wait to call back 24-48 hours because of their review. USAA attempted to call me before they put in a fraud status but they were calling my old number.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 368XX
Submitted Via: Web
Date Sent: 2019-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A