Date Received: 2018-10-19
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I paid off the loan back in XX/XX/XXXX. recently popped back on my credit about two years ago and theyre stating I owe the loan I paid off back in XX/XX/XXXX and then not take it off my credit. It is greatly affecting my credit score.
Company Response: Company can't verify or dispute the facts in the complaint
State: GA
Zip: 319XX
Submitted Via: Web
Date Sent: 2018-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-18
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: My identity theft is not being taken seriously and was not included in any reporting that USAA did to early warning services which has made it impossible for me to open a bank account plus it affected the current account I had causing a freeze and they are reporting information to the agency wrongfully and have not responded To any notices sent on behalf of me and the FTC on XX/XX/2018 and also they havent responded to a police report number submitted prior to that on XX/XX/2018 for the fraud committed in my name. It went as far as affecting my auto and renters insurance and I received nasty letters from my USAA auto and property insurance company starring they would cancel my insurance because of what USAA REPORTED. Ive called dozens of times to talk to a live rep and each time was put on hold to be told after 20 minutes they couldnt be reached in the security department that I would receive a call back and I never did. Then my email was part of my idintity theft and they continued to send emails to me even though I could not access the accounts that had been hacked.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33810
Submitted Via: Web
Date Sent: 2018-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-17
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I set up 4 accounts for my children, 2 youth savings and 2 youth spending. I transferred funds from the same bank into the new accounts. I have only had access to one youth spending and 1 youth savings. No statements were provided online or USPS. The original transfers took place on XX/XX/2017. I have spent over 40 hours on the phone with the banking institution and they still have not resolved the matter. We are missing a total amount of {$950.00}. Over the last year of numerous phone calls the bank has informed me that the money that was transferred has been spent and the account is now closed. I have a claim number and proof of transfers. Per federal guidelines I am understanding that some type of statement needs to be delivered and or I need to have access to a minors account which I have not. The banking establishment is USAA.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92009
Submitted Via: Web
Date Sent: 2018-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-15
Issue: Managing the loan or lease
Subissue: Problem with additional products or services purchased with the loan
Consumer Complaint: I have an auto loan with USAA which has fallen behind due to my husband and I having separated which AI made USAA aware of. Well I am currently pregnant and I lost my job in XXXX and it caused my auto loan payment to fall behind. I called USAA the DAY I lost my job and spoke to someone about being unemployed and I asked them I have Debt Protection for my auto loan payments while I am unemployed, They said NO although I knew I had opted inf or it. So it fell behind. In XXXX, while reviewing my account statements, I realized that debt protection payments were indeed coming out of my account so i called them back and asked why I am paying for a service that I can not use and they advised me that I actually could so that representative I spoke with gave me wrong information. So they retro paid XXXX payment. I was then told be a debt protection agent that in order to keep my benefit going I would need to submit information confirming that I am still receiving unemployment, which I was. So I submitted that info and allowed time to review and pay. I checked my statement in XXXX to find that I was two payments behind and whn I called debt protection they advised me that USAA customer service has cancelled my debt protection. I called customer service trying to find out how and why when I still qualified for the service in the first place. I was advised it was cancelled due to delinquency, which makes no sense because it is only delinquent now because it was supposed to be paid by USAA. I have had disputes put in, talked to like 3 or 4 reps and still have had no resolve, all the while all these late marks remain on my credit that I am desperately working to rebuild, my car note is still unpaid and while I have a new job I have bills to catch up on all while expecting a new baby and I am still owed two months of Debt Protection payments which would bring my account current. USAA used to be a great institution but recently their service and business practice has been TERRIBLE from every single angle.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76002
Submitted Via: Web
Date Sent: 2018-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-12
Issue: Problem with a lender or other company charging your account
Subissue: Can't stop withdrawals from your account
Consumer Complaint: XXXX and XXXX have allowed unauthorized access to my protected person data and they now have access to get my finances and hindering my ability to obtain safe housing. I am an XXXX XXXX veteran and former XXXX XXXX XXXX who is retired on XXXX. They have affected my financial capability to pay and use my phone services.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 17111
Submitted Via: Web
Date Sent: 2018-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-12
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: USAA Bank I received a text XX/XX/XXXX that my ex-husband had been added to my profile at USAA. When I called, the first agent told me there were 4 accounts under my soc sec that I was listed as trustee but she was unable to give me any info on the accounts ( I have three daughters ). The third agent that day with the fraud department started to give me the account info, then stopped because it was noted that he wasn't allowed to share info with me. Within 10 minutes, he claimed that suddenly my accounts " disappeared '' and that I no longer had accounts with USAA. Since, I have tried to get through multiple times - every other time, the agent says I have/had accounts and they aren't allowed to give me info because of their dedication to customer privacy. OR, they tell me accounts never existed. At one point, a woman walked me through the security questions so that she could give me XX/XX/XXXX ( and XX/XX/XXXX ) tax paperwork ( I am responsible for the 4 of our filings ). Then, could not proceed without my ex verbally verifying himself as well, per notation on accounts that he was required to issue permissions.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80439
Submitted Via: Web
Date Sent: 2018-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-12
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: USAA continues to report inaccurate information on my credit report. the past 10+ years my payment history as been 100 % paid on time. USAA decided to report a missed payment when in fact I did pay. They refuse to remove the 30 day late payment. This is false and in turn brought my credit score down 40 points! with companies refusing to loan to me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27612
Submitted Via: Web
Date Sent: 2018-10-12
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-11
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/2018 I was in discussion with a merchant XXXX XXXX XXXX XXXX regarding the possibility of hiring them for work. The CEO of XXXX XXXX XXXX XXXX, named XXXX XXXX, offered to me in writing a risk-free guarantee. He offered to do 90 hours of work free in an effort to win my long term business and if I was not satisfied with the work, I would not have to pay. Period. On XX/XX/2018 XXXX XXXX illegally and without my prior authorization used my credit card details to charge my card for the amount of {$1500.00} XXXX admits to this in writing. He claims that his payment processor " XXXX '' used my card details to charge my card immediately when he generated the invoice and sent it to me. This is a patent lie as XXXX himself used my credit card details and charged my card unbeknowst to me. On the night of XX/XX/2018 I noticed the charge and opened up a Fraud case with USAA Banking over the unauthorized charge. Throughout the end of XXXX and the beginning of XXXX I maintained communication with the merchant in attempts to resolve the dispute I had with him regarding the nature of the work. XXXX XXXX, XXXX in fact never provided me ANY work -- which would have consisted of computer code. All I received was a 2 page write-up that included numerous errors which I brought up to the merchant. Furthermore the company was charging me for 90 hours of work when it was clear that only a few hours of work had been done. I brought up my displeasure with the work many times which was never resolved to my satisfaction. In short I was not satisfied with the work and I was waiting for my bank to reverse the unauthorized charge. I tried to negotiate a settlement with the company but was waiting for the money to be back in my account before I made any payment. I told this to the merchant as well. I found out later that the merchant went behind my back to my bank in order to convince them that I had authorized the charge. He used details of the conversations he and I had in order to convince USAA that no fraud had been committed. However he sent in a screenshot of a communication he and I were having in which he admits in writing that he charged my card without my authorization. On XX/XX/2018, I received a letter from USAA that they had concluded their fraud investigation and as a result of their conclusion they had concluded that it was not indeed " Fraud '' because I knew the merchant and therefore it wasn't technically fraud. In the documents they sent over to justify this adjudication, USAA included the document which shows in writing the confession by the merchant himself that he charged my card without my authorization. On the same day XX/XX/2018, I opened the case as a dispute with USAA dispute department because this is what I was told to do by both the fraud people at USAA sinec I technically knew the merchant and therefore it wasn't fraud. On XX/XX/2018 without even considering my case, USAA dispute department sent me a letter indicating that an error did not occur because fraud had already done an investigation. In other words, USAA dispute department never even bothered to research it as a dispute nor did they even reach out to me at any point to get my details. Additionally over this time, I sent numerous emails and made numerous phone calls to USAA regarding the particulars of this case. I requested on no less than 4 occasions a call back from a member of the fraud team and the dispute team. Each time I was told I would receive a call back but I never did. I was given false promises every single time. I have attached a copy of the full case as I sent it to USAA. On XX/XX/2018 I sent a demand letter for refund to XXXX XXXX XXXX XXXX. I have attached a copy of the demand letter sent to XXXX XXXX XXXX XXXX. On XX/XX/2018 USAA reversed the temporary credit they had issued to my account without ever talking to me or responding to my numerous emails with written proof that the charge was done without my authorization and that the merchant anyway had offered me the work without any conditions other than I would have to be satisfied. In other words the company XXXX XXXX XXXX XXXX basically stole my money and USAA did nothing.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 121XX
Submitted Via: Web
Date Sent: 2018-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-11
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I have been blocked from using the full services of USAA banking online etc since XXXX. They have claimed it to associated from an Insurance underwriter blocking me when I supposedly was involved in a crime while insured with USAA. I have called, emailed, chatted on FB etc with them and they still will not figure this out. I am being discriminated by having a crime that I have completed my sentence/parole etc. This has also brought complications to my familys accounts as well. XX/XX/2018. USAA replied with the following. In your submission, you state that you have been blocked from using USAA online banking services. You contend that you were advised the restrictions originated from an insurance underwriter who blocked you because you were supposedly involved in a crime while insured with USAA. You add that you have tried communicating with USAA and this has not been figured out. You ask for USAA to restore full access or provide information to show how these processes are reviewed and implemented. Mr. XXXX, the USAA Federal Savings Bank is unable to address your inquiry about the restriction on your account as this pertains to an insurance product. The FSB was notified that the appropriate party reviewed and attempted to respond to you about this matter. If you have additional questions, we remain available to assist you. How is USAA Federal Savings Bank not able to address my inquiry about the restriction on my account as this pertains to an insurance product? USAA owns or is a parent company that owns the Insurance Company. When and how did the appropriate party reviewed and attempted to respond to me about this matter? Who is the appropriate party you speak of? Please show me or tell me how this was done. You say you are will to assist, ok. Who do I contact about flipping the main switch to allow me access to full online banking? Do you run background checks on all your customers? If not, I see that you are discriminating against me. How can we fix this?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: UT
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-10
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I applied for a VA loan through USAA, on XX/XX/2018for a home that was {$130000.00}. As I was working the process of the loan the home, I changed to a different house that cost {$130000.00} on XX/XX/2018. On XX/XX/2018 the VA sent USAA a copy of the certificate of eligibility stating that the total cost of the house has to be above {$140000.00}. After I paid to USAA {$440.00} for an appraisal, and the housing inspector {$280.00} on the XX/XX/XXXX. On XX/XX/XXXX, USAA mortgage processor contacted me and said they couldnt go ahead with the loan. Stating that the loan needed to be above {$140000.00}, so she raised the price of the house to {$140000.00} and sent me that part of the contract to sign. I questioned her actions and called the VA. The VA said that yes it has to be over {$140000.00} for the total loan not just house. Stating that the VA funding fee and any other expenses could be included. I asked about the energy efficiency upgrades, she stated as long as the total loan is above {$140000.00} than Id be fine. When I contacted the processor and let her know that those can be added to the total cost and that will get it above the {$140000.00}. She said shed work it and she sent another contract with the total cost at {$130000.00}. The USAA processor called me on XX/XX/XXXX, and said that the loan was denied and I needed more documentation to support documentation that was sent. When I asked her about getting the appraisal and inspection fees returned she said no because those are non refundable because the work was done. I questioned why wasnt I notified that it had to be above {$140000.00} prior to paying those fees she didnt provide answer. When I asked why not just add the energy efficiency upgrades to the loan, she said it was a new house, and that it doesnt need energy efficiency upgrades. The house comes with non energy efficiency appliances and still need a refrigerator. Later that day gave her additional supporting documents. She responded with and email stating that the difference in the {$130000.00} and {$140000.00} is only {$50.00} a month. To me it seems that it taking an additional {$9000.00} from the VA and paying it to USAA.
Company Response: Company believes complaint is the result of an isolated error
State: AL
Zip: 366XX
Submitted Via: Web
Date Sent: 2018-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A