Date Received: 2018-10-24
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: USAA continues to report my account as a joint holder when the account belongs to my son i have no knowledge of the account. I requested from USAA documents showing my signature that i authorized to be a joint account holder and received nothing from USAA. Also i have disputed this numerous times with XXXX and they stated that they verified. i also requested under FCRA method of verification and they failed to respond
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92154
Submitted Via: Web
Date Sent: 2018-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-24
Issue: Fraud or scam
Subissue:
Consumer Complaint: USAAs XXXX service does not have adequate fraud protection. I attempted to purchase an item on XX/XX/XXXX for {$150.00} utilizing USAAs XXXX service. Once it was realized that the item was not delivered, I called USAA within the hour to cancel the transaction and was told that it couldnt be cancelled. I then filed a dispute on the transaction which was subsequently denied. Since the XXXX service is offered through USAA, there is a level of trust that USAA and all of its services have adequate processes and protections for its customers. This particular USAA service requires you to provide information on the other person to verify authentic accounts, adding another layer of trust that personnel receiving the money through their establishment is authentic, and USAA has the proper protections in place when users are added. USAA offers a service that fails to protect its customers. USAA has a subpar approach to this service ; grossly undermining the customer protections while falling quite short of communicating the risks appropriately. My request has 3 parts, 1 ) Remove this service, 2 ) if not removed, offer the protections that are required and expected of USAAs typical platinum service, 3 ) refund the {$150.00} due to the lack of protections that should be incorporated when services include the USAA brand name. This USAA service, and accompanying processes, fails to achieve the basic standards of customer service that is typically inherent with USAA values. If the response to this complaint falls along the lines of, weve done all we can do and is authorized by contracts and law, USAA will have completely lost my trust in its intent to maintain the pristine service culture that Ive grown to love in my last 15 years as a customer.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22042
Submitted Via: Web
Date Sent: 2018-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-23
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: I had a auto loan with USAA for a new car. due to XXXX XXXX i defaulted in two payments in XX/XX/2015. i had since never missed a payment and completely paid the loan over two years ago. USAA is reporting this loan as being active so it still affects my credit report. i had for over a year tried to get them to stop doing it but they simply say they have to report everything, while this is a lie there is no law saying they have to. i have sent multiple notarized letters and made countless request for it to be fix i am still dealing with the same issue.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 02151
Submitted Via: Web
Date Sent: 2018-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-23
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I closed on my mortgage on XX/XX/2018. USAA Bank received their funds that day. I had an escrow balance of more than {$900.00}. I called after 10 days to inquire where my funds were and was told I should receive them within 20 days of closing. I inquired again today and was told they were disbursed on XXXX-18 ; not mailed, disbursed. Mortgage companies should not be allowed to hold my funds without paying interest for that long. The loan account is not like a checking account, all outstanding or pending debits are accounted for on the closing statement and therefore no reason to hold the account open. My account # is XXXX ; the property address is : XXXX XXXX XXXX, XXXX, OH XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-23
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: USAA has an issue with their Auto Bill pay system 's statement balance option. It currently does not accurately charge based on the balance when there is a fraud dispute that goes in or out. This error has resulted in over {$120.00} in fees to me in the last 10 months. Additionally the statement delivered each month incorrectly calculates the " 2018 Total interest charged in 2018 '', if correct I would have caught this error months before now. USAA response has been that, while the Auto Bill pay system has a full balance option, it is the customers responsibility to verify the amount each month. They declined to comment on the incorrect totaling per the statement. I disagree with this assessment, when a customer selects " Statement Balance '' the expectation is that the entire statement balance should be paid, regardless of end of month calculation for fraud payments.
Company Response: Company believes complaint is the result of an isolated error
State: NC
Zip: 28079
Submitted Via: Web
Date Sent: 2018-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-23
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: This is a complaint about USAA. I have a checking, savings, and car insurance account with them. On XX/XX/2018, I had Auto-Pay set up from my Insurance account to my checking account. I didn't realize that if i pay it a few days before it would still auto pull my insurance payment. So, I made two payments for my insurance. One payment for XXXX XXXX the payment i made manually XXXX and the auto-pulled payment of {$230.00}. I called on the XX/XX/2018, and requested a refund of the payment that I made manually of {$230.00}. On XX/XX/2018 I recieved an " USAA INTERNAL CREDIT '' of {$230.00}. I assumed that this was the refund I requested and that everything was resolved. On XX/XX/2018 and line item was applied to my account " RETURNED DEPOSIT ITEM '' of - {$230.00}. After 4 1/2 hours on hold, being hung up on and transferred 10 separate times. I was informed that my requested return payment of {$230.00} dollars was never issued. And the the {$230.00} dollars that I recieved as an internal credit from USAA was actually another members money that was applied to my account, and I was told that USAA reserves the right to take it back. So at this point, my account is in the negative, I was given no warning that I was getting money pulled for my account. I do not have money for gas, or for food for my family. And now I owe USAA more money, all because USAA insurance failed to issue a refund and the banking department gave me someone else 's money for 20 days. That I thought was mine, and budgetted that money appropriately. I am a XXXX XXXX to an XXXX XXXX XXXX XXXX, and there is nothing I can do but continue to accrue overdraft fees for an error, and I do not have enough gas money to get to work now, so that I can lose more money to USAA.
Company Response: Company believes complaint is the result of an isolated error
State: UT
Zip: 84404
Submitted Via: Web
Date Sent: 2018-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-23
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I ordered some diet pills from a company d/b/a XXXX XXXX and XXXX XXXX, at the end of XXXX it was to be pay shipping and handling of {$4.00} and if you canx within 18 days, you would owe nothing further. I called and requested everything be cancelled on XX/XX/2018. Then in reviewing my checking account I discovered they charged my checking account XX/XX/2018 for {$69.00}, XX/XX/2018 for {$79.00}, XX/XX/2018 for {$84.00}, XX/XX/2018 for $ XXXX..I called XX/XX/XXXX and spoke w/XXXX @ USAA and submitted a dispute. On XX/XX/XXXX XXXX XXXX XXXX to follow up and I also cancelled my bank card. At first the bank put the money back, then they turned around in XXXX and reversed all the money which in turn caused my account to be over drawen, I have repeatedly called the bank since and I have been unable to recover my funds. I have filed a complaint with the XXXX with no help. I live on a fixed income and can't afford to lose over {$300.00} dollars.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78233
Submitted Via: Web
Date Sent: 2018-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-20
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I accidentally clicked pay entire balance from my USAA bank app on phone from my other banks linked account. I immediately realized my error and called credit card company and they said it was too late contact paying bank. I called them and they said come to bank. I immediately went to bank and they charged XXXX dollars for a stop payment on transfer which I gladly paid. Two days later transfer went through. Causing XXXX overdraft. Bank said there was nothing they could do. Credit card company said there was nothing they could do. Now Im accumulating overdrafts with both parties saying theres nothing they can do and my stop payment XXXX fee will not be refunded either because they say theres nothing they can do. Im stuck in cyberspace nightmare because of my fat fingers paying a bill on my phone. Can somebody please help me? Thank you!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 08055
Submitted Via: Web
Date Sent: 2018-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-20
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Called the Company to address the issue about the acct. being negative not due to my doing. And outsider retrieved my information and deposited a counterfeit check which I thought was right.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-19
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: On XX/XX/2018 I paid an amount to settle a debt in full to USAA Bank, and the payment has cleard and was accepted by USAA Bank as complete settlement. A confirmation was recieved from both USAA and their third party collection agency ( XXXX ) confirming such. I have reached out to USAA regarding their inaccurate reporting to all credit reporting agencies that this debt still has a balance due which in fact is inaccurate and damaging information. Which is directly impacting my efforts to resolve this unfortunate situation that was a direct result of multiple untimely and unexpected immediate family deaths including my Mother, Aunt, and Grandmother within only a 3 month period. I have unsuccessfully reached out to this creditor asking that if this debt is settled to please extend their goodwill and remove this account in its entirty upon settlement from my credit reports. This has not been done nor is it reporting accurately. Attached are supporting documents I ask for CFPB 's assistance in this matter sincerely. Thank You
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MS
Zip: 395XX
Submitted Via: Web
Date Sent: 2018-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A