Date Received: 2018-12-18
Issue: Fraud or scam
Subissue:
Consumer Complaint: I coordinated a sale of a set of tires off a online forum with an individual who called himself XXXX XXXX. We agreed upon a price ( {$550.00} ) for the sale of the tires. He requested I send the money through USAA app via XXXX. I was ok with this since I trust USAA to back me when something goes wrong. I have never had an issue with buying in this manner before off of a forum member. So I sent him the money ( {$550.00} ) through the app so he could then send me the goods. However I once I sent the money he stopped responding to calls, text and email messages and completely disappeared. A couple days later the forum moderator sent me a forum wide message to all people who had been contact with him saying he was using the forum as a means to scam people, me being one of them. I used this information to make a claim to USAA, however they denied my claim and I am now out {$550.00} when I thought I would have protection from my bank for such an occurrence. Any help would be greatly appreciated.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 93455
Submitted Via: Web
Date Sent: 2018-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-17
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have an issue with the way USAA applied my {$760.00} in payments on my account. I have a promotional balance on my account which dates back to XX/XX/XXXX. Since then USAA has been applying my payments arbitrarily mostly to the promotional balance and not paying off my purchases balance. I really hadn't paid any attention to it until this recent statement. I used their card while traveling abroad. The minimum payment had been met on the card in XXXX. However, once I got home, I paid 2 payments one for {$200.00} and the second payment in the amount of {$560.00}. The total purchases made during the XXXX statement were {$830.00}. To my surprise on my XXXX statement, I was charged interest on {$690.00} in purchases. Of the {$740.00} USAA applied {$590.00} to my 0 % promotional balance and {$160.00} to my purchases with a 17 % interest rate. As I looked back through my statements this has been an ongoing trend. I would pay over {$100.00} a month and instead of paying off the small balance of {$13.00} for XXXX. They would apply the bulk of it to the promotional balance and leave a small purchase fee to charge me interest on. On the XXXX statement that 0 % promotional balance was {$4900.00} ; The XXXX statement my promotional balance is {$4300.00}. After calling a couple of times and receiving the run around I decided to file an compliant. According to the Credit Card Accountability and Disclosure act passed in XXXX ; after the minimum payment is met the creditor must apply payments to the balances with the highest APR 's. I was told there was nothing a rep /manager could do to adjust or fix this error.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 94533
Submitted Via: Web
Date Sent: 2018-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-17
Issue: Struggling to pay your bill
Subissue: Credit card company won't work with you while you're going through financial hardship
Consumer Complaint: I've recently went through a significant reduction in income due to a re-organization at my employer that resulted in me having to accept a position with lower pay. This has put me in a tough position financially and I am unable to make ends meet. On XX/XX/2018 I called USAA to ask for help with regards to a financial hardship program. They stated I did not qualify because I was not past due, and to call back when the account was past due. on XX/XX/2018 I called back as the account was now past due but they advised me that I still did not qualify and were unable to tell me why. I am extremely frustrated as I am trying to not let my finances spiral out of control but without a little bit of cooperation from my creditors I will not be able to continue to hold it together and make my basic living expenses. I have cut down drastically on my unnecessary financial expenses and I am still barely getting by.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93313
Submitted Via: Web
Date Sent: 2018-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-16
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Overnight a credit was reversed on my account. The purchase was reported as fraud and they also submitted a dispute. The purchase was made on XX/XX/XXXX but some of them claim it was made on XX/XX/XXXX, regardless they issued me a credit to my account and a month later,,,,, reversed it back and left my checking account negative XXXX when they took XXXX. I emailed XXXX and submitted proof from the post office and from XXXX via email that they both : 1. Understand that I never received a package and verified this via email. 2.They knew where it was and it was on the XXXX XXXX XXXX XXXX XXXX CA and never went back out. 3. The post office signed me up for informed delivery so I could have proof in court and they would not be liable. I will attach proof of the verification and I want the bank to stop pulling credits they issued to me because they had to be approved in order to be issued to me and someone is trying to steal money from me knowing I submitted proof
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33312
Submitted Via: Web
Date Sent: 2018-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-15
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: XXXX reported a late payments while I was in a military status on duty and did not furnish documents to me pertaining to a late payment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 317XX
Submitted Via: Web
Date Sent: 2018-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-16
Issue: Problem with the payoff process at the end of the loan
Subissue:
Consumer Complaint: The following attached information is in relation to my complaint # XXXX regarding negligent handling of my attempt to payoff a personal loan. I just received the attached information today in the mail. The letter from the USAA Federal Savings Bank claims that " Your payment was incomplete due to invalid or missing account number. '' As you can clearly see from the check that they returned to me, the loan number is clearly written underneath my signature. I have also enclosed the " Consumer Loan Statement '' I received from them five days before it was due. The loan numbers on my personal check and their loan statement are a perfect match. There is no basis whatsoever for rejecting my payment. This is willful and deliberate negligence which resulted in inexcusable extra expenses on my part to correct the problem.
Company Response: Company believes complaint is the result of an isolated error
State: IA
Zip: 515XX
Submitted Via: Web
Date Sent: 2018-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-13
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Hi, I am writing the CFPB to report an incident with USAA in regards to unfair and deceptive acts and practices ( UDAAP ) & the Electronic Funds Transfer Act ( EFTA ). The problem is that USAA misrepresented the available funds in my checking account thus deceiving me into making a payment that was later reordered to appear overdrawn on the account. I am providing a summary of events as follows. I logged in to my USAA checking account at approximately XXXX XXXX CT on XX/XX/2018. I observed an available balance of {$200.00}. I used this information to make a payment of {$200.00} from my USAA checking account to my USAA credit card at XXXX XXXX. I also tested out transferring funds from an external account. Upon review of my checking account, USAA changed the order of deposits and placed the credit card payment ahead of the reported account balance, resulting in an overdrawn balance. I contacted USAA chat to confirm that this must have been an error on USAA 's part. The chat representative ( chat rep ) claimed initially that my balance was never {$200.00}, then later claimed that the deposit arrived after I made the payment & a transfer. I continued to share details & times of the transactions. The chat rep continued to deny. I explained that I would have to escalate the issue to a regulatory complaint. The chat rep continued thinking I was doing this because of " feelings. '' I reminded the chat rep that the chat provided evidence that USAA appeared to using UDAAP to create the appearance of an overdrawn account & refused to correct the problem. The chat rep claimed they would file a complaint on my behalf. I explained to the chat rep again that USAA 's actions would be different from the regulatory complaint I planned to file. Please let me know when USAA can correct reordering payments and deposits. Thank you for your time, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 372XX
Submitted Via: Web
Date Sent: 2018-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-13
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: I was charged for a product that I bought through a XXXX ad that I never recieved. The company was shut down and their ads were removed due to fraud. USAA would not credit me the fraud charges back.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94513
Submitted Via: Web
Date Sent: 2018-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-12
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/2018 I attempted to submit a {$300.00} payment to USAA for my auto loan. But I received an error stating " Currently we are unable to process your payment due to a system error. Please submit this payment later. ( XXXX ) ''. I reached out to USAA online support directly after receiving the error and they stated " XXXX XXXX : Good to hear! I apologize you are unable to make a payment to your loan. We are currently experiencing technical difficulties. Our technical specialists are fully aware and are working aggressively to resolve the issue. I apologize for any inconvenience this has caused you. I do not have a timeframe of when this will be fixed, however, please check in within 1-2 hours to resubmit your payment ''. So the next day XX/XX/2018 I made a {$300.00} payment for my auto loan. On XX/XX/XXXX I checked my bank account and seen two withdrawals listed on my account history for XX/XX/XXXX and XX/XX/XXXX. I contacted USAA to make them aware of the situation and provided them my external bank records to show the multiple withdrawals of {$300.00}. USAA stated initially they didn't see the payment, But then stated that they could see it, but it did not post to my auto loan. USAA called my external bank ( XXXX Convenience XXXX with me on the phone to get the tracer number ( XXXX XXXX XXXX XXXX XXXX ) for the {$300.00}. I asked USAA for a provisional credit the say no and they also stated they could not reverse my auto loan payment because it would make my account delinquent. On XX/XX/2018 I filed a claim with my external bank for the {$300.00} and I was credited the next day. But USAA reversed my car payment making auto loan delinquent. I didn't know they reversed my auto loan payment until USAA called me Saturday XX/XX/2018 asking for payment. I was transferred to executive resolutions where they stated they don't know why it was reversed and should not have been reversed. XXXX with USAA 's executive resolutions said she reached out to the back office and they researching to see where the funds went. Also stated that I could not get my money back until they see which department it went too. On XX/XX/XXXX XXXX called from USAA stating they located the funds in a back ledger and they were being processed back to my auto loan backdated to XX/XX/XXXX. She said it would take 24-48 hours. On XX/XX/XXXX XXXX XXXX called stating that the back office is having trouble locating the funds and asked for a tracer number which i told her that its in their system because we called and got it previously. She quickly looked it up and seen the tracer number. She said she would forward the information for further research to the back office. I called USAA XX/XX/XXXX to ask about for a status update of the {$300.00} and was told they have no information.
Company Response: Company believes complaint is the result of an isolated error
State: TX
Zip: 76016
Submitted Via: Web
Date Sent: 2018-12-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-11
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: Reported USAA fraud in XX/XX/XXXX, every month thereafter in XXXX thru today XX/XX/XXXX. - I spoke with USAA customer service reps reported fraud all year, - I spoke with USAA Fraud department reported fraud all year. I froze my USAA account do stop further fraud. I filled a police report. I filled USAA transaction disputes all year.. Problem has not been resolved by USAA. I received a USAA statement in the mail with a remaining balance, I filled a police report as all remaining charges on said card are fraud. No response from company.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A