Date Received: 2018-09-16
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: I've been fighting with USAA for close to a year now about some credit card accounts opened in my name, as a result of identity theft. USAA continues to Deny my appeals, and says they have determied the charges were authorized. When I first opened my USAA account back in like XX/XX/XXXX, I only ever had a checking account, I never had any type of credit card loan through them. Then around XX/XX/XXXX or XX/XX/XXXX I stopped using USAA and started using my Credit Union, since there arent enough USAA branches in my area. I was not using anything credit related, so never really had a reason to check my credit report, though I knew I've always had pretty good credit. Then last year I applied for an apartment lease, and was denied based on my credit rating. So Immediately I went online to see what was going on, and to check my credit score. It was then that I discovered roughly 20 or so different credit cards and loans all taken out in my name, and maxed out. of the ~20 cards, 2 or 3 were USAA , along with 2 personal loans from USAA as well. All these cards and account were all opened within 1 month of each other, yet I was never contacted for any kind of verification or validation of these applications. I've explained all this to USAA multiple times, and they have continued to deny my appeals, for reasons i have not been given. Of the ~20 cards I previously mentioned, just about all of the other banks have removed them off my credit report, the 1 major bank still causing me problems is USAA . XXXX, XXXX XXXX, XXXX XXXX, XXXX. All of these banks cleared me with no questions asked, I never could have guessed that the 1 Problem bank would be USAA.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92122
Submitted Via: Web
Date Sent: 2018-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-14
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I was added as an authorized user on a USAA Secured Credit Card without my permission. I am not legally liable for this card. Closed on XX/XX/2017.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: UT
Zip: 84040
Submitted Via: Web
Date Sent: 2018-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-14
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: As stated on prior complaint I need natural disaster removed from the credit report regarding my property which has not been involved in any natural disaster. Per your response you stated this is per the banks discretion however XXXX XXXX XXXX stated that is incorrect because they do not have the property declared in any sort of natural disaster regardless of any other properties that may have been involved in a natural disaster any time this year with in XXXX County Indiana. Myself an American family are now asking that the comment declared as natural disaster which is incorrect and false information regarding my property now be properly removed. Your company States this is to help protect consumers from late payments however this does not apply to me because my property has never been affected by any natural disaster this is also being taken to the next level with a third party government official. Myself and many others do not understand why the continued issues with your bank have yet to be resolved going on almost 18 months now it is making me impossible to refinance and sell my home is the next step to file a lawsuit as many consumers have done over the years most recently over the past two years with XXXX XXXX XXXX USAA? at the credit grantors discretion, a special comment code noting the account as potentially affected by natural or declared disaster can be reported with the accounts history. The code is added to all mortgaged properties within the declared disaster area and does not definitively declare that the property sustained damage. The comment is designed to protect consumers from the potential negative impact associated with a late payment associated with the declared disaster.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 470XX
Submitted Via: Web
Date Sent: 2018-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-13
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: To whom it may concern : I received an invitation to apply for a refinance on our current Home loan through XXXX, to compare it to USAA bank. I received the request in the mail. I'm a veteran and have my auto insurance, home insurance, flood insurance and personal property insurance and credit card all through USAA bank. I called on or about XX/XX/XXXX, to discuss my current situation and see what products USAA bank had available. The gentleman ( Mr. XXXX XXXX ) gave me the information and quoted me an interest rate of XXXX percent and then told me I could buy down the interest rate and he could get me into a loan at XXXX Percent fixed for thirty years. You may request a narrative from USAA bank as the telephone conversation as I was informed was being recorded. After accumulating all the information of the products that USAA bank provided, I said to Mr. XXXX XXXX, " I would think about it and get back to you. And by the way, do you sell your home loans to the secondary market as I had so much trouble with " XXXX '' and " XXXX XXXX XXXX '', that I don't trust, and know I couldn't live through that again, as it really did a number on me with all the lies, and I even think I have XXXX as a result of four years of XXXX with them ''. He said : " USAA bank is a savings and loan bank and we own all of our loans and they are serviced by our USAA team at " XXXX '' ; " but we own the loans ''. I then asked could I keep my mortgage payments for the XXXX of each month? He said " absolutely '', that's when I made my mind up that USAA bank will get my loan and it will be serviced by XXXX then I will have everything at USAA bank, a bank and not crooked XXXX. Then I proceeded to give him all the information to see if I qualified for the refinance. He asked me if I would give him permission to pull a credit report. I said yes. He came back and told me ( although he was not to tell me my credit score over the phone, he said ) " I had a XXXX credit score ''. I would qualify for the refinance and he would be sending me out overnight an authorization acceptance to continue with the loan process. I received it via XXXX the next day and received an email from Mr. XXXX XXXX, telling me he had sent it out. I received it then signed it and faxed it back to them. Moving ahead a few weeks, I called back to the mortgage department at USAA bank, because I had not heard from anyone for about three weeks and the closing date was getting near. I was told that XXXX XXXX would be handling my loan process. I waited a few more weeks and called telling the mortgage department that I had not heard from XXXX XXXX either and I wanted to talk to her supervisor. USAA bank then directed me to Mrs. XXXX XXXX, her supervisor whom called me and stated she would over see my loan process and if I needed her help to email her and she would get right on it. In addition, I received an email from the director of fulfillment XXXX XXXX, telling me " if at any time your needs or expectations are not being met please call me ''. It was like my nightmare started all over again! I'm being told this is going to occur and that will occur and all that I was feeling was here we go again. Like XXXX and XXXX XXXX XXXX. USAA bank is like the rest of the banks! Liars! cheaters ' etc. I was about to back out of the loan process because already we were having so many problems, no one would return my calls, forms needed, not needed, we did not receive that information etc ... etc, it triggered the nightmares I had with XXXX XXXX XXXX and XXXX. I received a call from Mrs. XXXX XXXX and if she didn't step in and call me, I would have cancelled the process and stayed with what I had. A first with XXXX at a two percent loan for the rest of the life of the loan and a second with XXXX XXXX to fix up the reminder of my house because XXXX went out of business and XXXX XXXX XXXX would not honor what XXXX home loans set up. So I had to borrow on a second to fix the house and make it safe. In XX/XX/2013, the State of California Attorney General stepped in after four solid years and after four years of lies, letters, missing letters, letters to foreclose on my home etc, XXXX XXXX XXXX completely had to wipe out the first second on my home of {$220000.00}, so that I could take out another second to fix the home and be safe. I used XXXX XXXX XXXX because they were a bank that did not take advantage of the TARP. After all of the many problems with this new loan. I emailed Mrs. XXXX XXXX asking if she knew if USAA bank sold their loans to the secondary market and she replied with an email telling me the same thing. See email included in this complaint. " Our servicer is XXXX, but we have a specialized USAA team there at XXXX that are trained to work especially with our members. They do not sell USAA loans so you shouldn't have to worry about the servicer changing. I proceeded with the loan! My new loan would be with a bank and not the crooked XXXX. On XX/XX/XXXX, I received a letter from XXXX XXXX telling me that my home loan from USAA was sold to XXXX XXXX on XX/XX/XXXX, and no other action is necessary, continue to make payments to XXXX. I could not believe my eyes! I would have never in a XXXX years take my business to USAA bank for the refinance or refinance my loan If I had known they would do this! Never! I relied on the fact that Mr. XXXX XXXX, and Mrs. XXXX XXXX told me that USAA was a savings and loan bank and although the servicing was done by XXXX, they ( USAA bank ) will own the loan. I was specific with those two questions : 1. Would my loan be sold to a secondary market and 2. can I keep the 16th of each month for my payment of the new mortgage payment. I feel as though in good faith I asked those two questions because two well qualified people would tell me the truth. I would have gotten a straight answer, which was the deciding factor of doing the refinance they would not sell the loan and I could keep the 16th of each month as my payment date. I would have never spent the money on a refinance of several thousands of dollars as the mortgage that I had was at 2 percent for the remainder of the loan. I would keep the first and pay on the old second loan until it was paid for in full.
Company Response: Company can't verify or dispute the facts in the complaint
State: CA
Zip: 92653
Submitted Via: Web
Date Sent: 2018-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-11
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: On XX/XX/18 a fraudulent charge for {$22.00} from XXXX appeared on our USAA VISA. We don't do business w/ XXXX , never have, & there's absolutely no reason XXXX should have our card info. Called USAA on XX/XX/XXXX to report. USAA rep said someone probably skimmed our card # while we were out and about, explaining that the card doesn't even have to be in use ( or even outside wallet/purse ) to be skimmed. USAA credited our account, canceled the card, & issued a new card which we activated but kept at home. On XX/XX/18 a 2nd fraudulent charge for {$22.00} from XXXX appeared on the *new* USAA VISA card which had just been issued to us ( & had never left the house ). Called USAA on XX/XX/18 to report. USAA credited our account, canceled the card, & issued *another* new card ( card # 3 ) which we did *not* activate & kept at home. We also kept my spouse 's USAA card at home for safekeeping. On XX/XX/18 we noticed a 3rd fraudulent charge for {$22.00} from XXXX on our USAA VISA, this time on my spouse 's card which had not left the house since this whole debacle began. Called USAA on XX/XX/XXXX to report. USAA credited our account, canceled the card, & issued my spouse a new card ( card # 4 ) which we did *not* activate & which we kept at home. During this time we spoke numerous times w/ USAA reps at length about the recurring problem & how to permanently resolve the fraudulent charges from XXXX . We were told we could not put a stop on our account for a specific merchant ( XXXX ). During another phone call in which we asked for the issue to be escalated to the fraud department, we were told that our credit card info is being shared with XXXX by the XXXX XXXX XXXX XXXX ( XXXX ) each & every time a new card # is issued, but USAA said we had to call VISA to opt out & they did not have a number for us to call, just said " XXXX it. '' ( Good luck with that. ) On XX/XX/XXXX we put a freeze on both USAA credit cards ( mine & my spouse 's ) as an added level of protection even though neither of the cards had been activated or taken outside the house. A day or two later we saw that a {$22.00} charge from XXXX had been attempted & denied. On XX/XX/XXXX a 4th fraudulent charge from XXXX appeared on our XXXX VISA card ( now jumping from USAA to XXXX ), this time in the amount of {$66.00}. We have not called XXXX yet about this charge because there are two pending ( legitimate ) charges on our XXXX VISA we are waiting to clear before we report the fraud charge & have our card canceled immediately. We want VISA to STOP providing our private credit card information to XXXX ( or anyone ) without our permission! We want to opt out of the XXXX ( XXXX XXXX XXXX ) which we were never informed about in the first place. We have scoured the Internet and the fine print on our credit card agreements for ANY information on XXXX and can find no phone number to call and no information other than other consumers complaining about similar scenarios on various public forums / message boards. Help! We can't keep canceling, switching, freezing, not using our credit cards. We have spent hours, days, weeks trying to resolve this ourselves and we are fed up and angry that VISA ( or any credit card company ) is allowed to share our credit card # without our permission!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 641XX
Submitted Via: Web
Date Sent: 2018-09-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-10
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: This complaint was referred from the FDIC on XXXX XX/XX/2018, where I first submitted it. I have heard nothing. This is what I sent to FDIC : USAA Federal Savings Bank, XXXX XXXX, Texas. The account was a 12 year old business account - XXXX, XXXX, a C corporation, who is the account manager for several LLCs. The bank closed my bank account by their records XXXX XX/XX/2018, unknown to me. As has been done for years, office rental funds deposited to the XXXX, XXXX account were transferred to the XXXX XXXX, XXXX account at XXXX XXXX in XXXX XXXX Florida by electronic funds transfer in the amount of {$3700.00}, on XX/XX/2018. We do Internet banking and the funds were shown to be present at XXXX XXXX XXXX and we wrote checks on it ; now, we have generated penalties from bounced checks and there are other checks pending on auto pay that are going to continue and we have no funds to cover - or to live on for that matter ; because five days later, on XXXX XX/XX/2018, USAA Bank confiscated that deposit by what XXXX XXXX documented a deposited item returned. At least one of these bounced checks is to our USAA credit card. Theyre not even willing to discuss forgiving that penalty even though its their fault! Nor are they willing to cover the penalties that have been generated at XXXX XXXX XXXX and other businesses. I was able to chat over two weeks ago with XXXX who was supposed to call me back a week ago last Monday, and he has still not called back to tell me what they were going to do about this problem they created by closing my account and withdrawing my money. He claims a voucher was sent to me ; well, if it was, weve not seen it and probably wont for some time if it was sent by mail to XXXX. And, that voucher is of no value here ; itll take weeks to send it back to the US for the new account established for XXXX, XXXX. Yesterday, I spent over two hours on the phone at my expense from XXXX and was disconnected twice. Some of the people I spoke to today were XXXX, who either hung up on me or was disconnected from a long hold while she researched the issue. Then, XXXX? ( some were reluctant to give their names and when they did it was not clear ), XXXX, and XXXX. The latter was in the banking hierarchy. She finally hung up on me, after assuring me that USAA bank would do nothing to help with the problem they created. She did act like she was filing a complaint at my request but she never shared with me what she put in it. We are yet to find any notice that the bank account was to be closed as they claim we were notified. I just got through checking through their internet notifications ; it is not there. All I find is a statement for our bank account saying it was closed and {$5300.00}, withdrawn to a XXXX balance ; that information was received this week. We have been paperless for several months because of our move to XXXX. It seems amazing to me that a 12-year-old bank account suddenly became unacceptable in their sight. But it occurred after three different occurrences. First I sold my Florida house which was insured by them the end of XXXX of this year, then in my move to XXXX I sold my two cars that were insured with them in early XX/XX/2018. And maybe the move to XXXX involved them with FATCA accounting. I have never dealt with any company that ever treated me in this manner. And this after 48 years as a loyal member. Something as simple as voiding the missing check and depositing the funds to my new bank account would solve the ongoing problems - at least stop the new penalties from the bounced checks. XXXX XXXX XXXX, XXXX. Please be advised that the issues described in this complaint will be shared with the financial institution or company in question for their response. Addendum : They closed this account with no notice to me on XXXX XXXX by their own records ; they confiscated back money that had been placed in my account and checks have been written on. Were now getting threatening letters from the Florida Department of Revenue and probably {$100.00} worth of penalties at this point for returned checks. So far, theyve refused to do anything to help me with the money that they claim was sent as a voucher but we have not received it. Please note ; this complaint is not against XXXX XXXX as indicated by the FDIC forward ; it is against USAA bank.
Company Response: Company believes it acted appropriately as authorized by contract or law
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-09-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-10
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: It's been weeks now trying to get this whole fraudulent activity problem settled only for USAA to come back and tell me I'm responsible and to basically find another bank after 8+years of service. I've lost my money. 3 bank accounts. Money from my savings. And I have been evicted due to the issues caused because of all of this activity. All this and I still don't even know what's going on with my account since I haven't been able to access the account since XXXX. I feel as though this problem was handled very poorly and due to the " rules '' on fraudulent activity I'm at fault. What the point of asking for a police report it having me go through the multiple steps and representatives just to tell me that a decision was made without needing to look at those factors? I just don't get how the bank does something like this. You and your money is insured. I'm not. The bank is supposed to be my security against things like this and they're throwing me to the wolves. I'm now 1000s of dollars in debt with no way to pay my bills or get anything done. If just like to extend a very big thank you to USAA for helping make this experience the worse I've ever experienced in my life. I would suggest as a consumer that you go elsewhere because if anything funky happens with your account, they'll allow the scammer to do whatever suspicious activity and hold you accountable for not catching it.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32792
Submitted Via: Web
Date Sent: 2018-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-10
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: Hello- Reached out several times in the XX/XX/XXXX to receive check from Closed account. Now balance is approx XXXX $ XX/XX/XXXX was told special condition to close account and taken3 days. Told to call back on XX/XX/XXXX.XX/XX/XXXX called. Said they cut check- and collided accountXX/XX/XXXX no check received. Called. Apparently check is no mailed or produced. Was told account was Closed XX/XX/XXXX. I want my money now.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33702
Submitted Via: Web
Date Sent: 2018-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-10
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I have had 2 unauthorized charges from XXXX XXXX / XXXX XXXX XXXX on my account since XX/XX/XXXX. I did not notice it until XX/XX/XXXX. I have not had XXXX XXXX for power since XX/XX/XXXX. I have no active accounts with them.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 15601
Submitted Via: Web
Date Sent: 2018-09-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-10
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: Im extremely mad with XXXX because they are not following the law, I have four accounts ( that are reporting to the other two credit bureaus ( XXXX XXXX ), ( USAA Saving Bank ), ( XXXX XXXX ) and a other ( USAA Saving Bank ), Are these for accounts are reporting tool or three credit Bureaus as per each creditor.XXXX XXXX, XXXX are reporting these accounts but XXXX fails to report these accounts. I called XXXX multiple times letting them know about the issue also letting them know that they arent reporting anything since XX/XX/2018 they are noncompliant to the law
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07109
Submitted Via: Web
Date Sent: 2018-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A