Date Received: 2018-08-27
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: ***Please see attached letter and full timeline and dates of correspondence with USAA . Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX. XXXX, D.C. XXXX Dear Sir or Madam : I am writing to request your assistance in resolving a missing deposit with USAA Federal Savings Bank. We have attempted without avail to locate {$620.00} of EFT/ACH transfers that were sent by another institution and failed to credit to our account. USAA acknowledges the transactions and yet our accounts have not been credited the money. We have exhausted all opportunities to resolve this matter with each institution and as of XX/XX/2018 have yet to see the money. After nearly 30 days of extensive communication and efforts neither bank is willing to address our concerns or escalate our concerns internally. Furthermore, internet research has revealed that our experience regarding USAAs obfuscation and denials of requests for assistance ( despite clear evidence that USAA was at fault ) is not unique to us. There are numerous instances of similar experiences occurring to others. Based upon our experience, it is also likely that there may be similar situations in which customers have no idea that USAA has simply kept their money without depositing it into their accounts. Therefore, we request the following : 1 ) Assistance in returning {$620.00} owed to us by USAA ; 2 ) Initiate an investigation of USAAs electronic banking practices to address the broader systemic problem of failure to provide clients with timely access to their funds ; and 3 ) Levy fine fines upon USAA that are significant enough to deter USAA from creating similar situations/problems in the future. We have spent an extensive number of hours with both banking institutions support teams attempting to facilitate remediation and we requested escalation of the matter. We attempted to obtain the name and address of an appropriate level of management and/or a compliance officer to express our concerns in writing. USAA was unwilling to provide this information. In fact, they indicated they would charge us a research fee of {$50.00} per hour to further research the matter of our missing deposits. I have attached a timeline of events for your review. We appreciate your assistance in resolving this matter and for proactively insuring that others do not have a similar experience.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: OR
Zip: 97007
Submitted Via: Web
Date Sent: 2018-08-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-25
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: XXXX has been non-compliant with removing the unverified account USAA FEDERAL SAVINGS which has been deleted by XXXX and XXXX. XXXX and XXXX have both completed their research and determined that USAA FEDERAL SAVINGS was not established by myself but XXXX keeps verifying this accounts. Also, when I called the company they responded that XXXX did not send them all of the verifying evidence to confirm each account is unverified.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30331
Submitted Via: Web
Date Sent: 2018-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-26
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 have attempted to collect a fraudulent withdrawal from my USAA Mastercard account on XX/XX/XXXX, transaction number XXXX, in the amount of {$5000.00}, a cash advance fee of {$150.00}, plus cash advance interest in the amount of {$380.00} since XX/XX/XXXX. During the last conversation I had with USAA regarding this matter, XXXX, a " senior '' on the Executive Resolutions Team ( ERT ) relayed to me the fraud claim was by someone who had " some '' ( unspecified ) access to the account. USAA willfully and knowingly gave access to the above account after I called USAA on XX/XX/XXXX to secure the account from any other persons. In preliminary findings and consultation with a lawyer inXX/XX/XXXX, it has become apparent USAA has engaged in similar practices with other USAA members. Timeline On XX/XX/XXXX, I arrived home to XXXX, XXXX, after serving just shy of 18 months in XXXX. I was about to start out-processing the military for retirement and was on military leave. On XX/XX/XXXX, I called USAA to ensure all accounts were solely in my name, and that nobody else was authorized on any accounts. On XX/XX/XXXX, I charged {$3.00} at " XXXX XXXX XXXX XXXX CA, '' reference number XXXX on my USAA Mastercard. On XX/XX/XXXX {$5000.00} was withdrawn from my USAA World Mastercard ending in XXXX from XX/XX/XXXX XXXX XXXX # XXXX XXXX KY, reference number XXXX. I was not in XXXX XXXX, I was in XXXX XXXX and XXXX XXXX, as evidenced by the two following transactions on the same statement as well as the XXXX XXXX credit card statement sent in to USAA XX/XX/XXXX. On XX/XX/XXXX, I charged {$16.00} for " XXXX-XXXX XXXX XXXX XXXX, '' reference number & XXXX on my USAA Mastercard. On XX/XX/XXXX, I called USAA to inquire about the cash advance and let them know I did not do it. The card was cancelled and reissued. I did not hear back from USAA. there are further notes below outlining my continued calls. On XX/XX/XXXX, I spoke with USAA about the {$5000.00} that was taken off the card on XX/XX/XXXX. I called on XX/XX/XXXXto ensure no other authorized users were on the account, according to USAA. USAA stated I must write a letter to report it as fraud and may not be able to reverse the charges. USAA again cancelled the card and issued a new card now for this to go through. On XX/XX/XXXX I spoke with USAA and they stated that they still going through the dispute resolution process. I should get a letter within 60 days of the initial claim. On XX/XX/XXXX, I called USAA and was referred the fraud center where I talked to XXXX, ID number XXXX. I had talked to them several times earlier and he said he saw the notes on the file. Blake stated I needed to write a letter stating what happened, and send it to USAA Dispute Center, ATTN USAA Credit Card Services, XXXX XXXX XXXX, XXXX XXXX XXXX XXXX. I was to include his name, account number, the merchant number, date of transaction, and what happened in the letter. According to XXXX, I should receive a letter within five business days with a dispute number and the {$5000.00} should be removed from my account along with the fees and interest charges. On XX/XX/XXXX I sent the letter to USAA about the dispute for the withdrawal of {$5000.00} in late 2014. I sent the letter return receipt. On XX/XX/XXXX I received the confirmation for the fraud letter to USAA was delivered. USAA received it on 10 XX/XX/XXXX and it was signed by D Ortiz. OnXX/XX/XXXX I called USAA at XXXX, talked to XXXX ID # XXXX, to check on status of the letter about the {$5000.00} taken off my card in XX/XX/XXXX. The letter was sent on 8 January 2018 and received by USAA on XX/XX/XXXX. There was no update to the claim and XXXX reached out to a fraud investigator as to why it is taking so long but they provided no information. They are in contact with the third party bank. I asked why USAA has not sent me a letter stating they are investigating. She said that was a good question, the official letter has not been sent out, the account is still being updated. She stated she sees in the notes that I have tried on many occasions to have this handled. She can assure me that it will be sent out. Apparently since it is a fraud claim it is different than a dispute. The letter may be in the mail today and my account is supposed to be updated. As of right now, it is being investigated and they will reach out if they need any additional information. On XX/XX/XXXX, I called USAA and spoke with Antoinette in the credit card fraud department. She stated It is still in the process of being assigned to the fraud investigator. The claim was supposed to be assigned within 10 business days to an investigator and is now past the window. She also annotated the file to call me back regarding this claim in the next couple of days ; I let her know the best callback time is the late afternoon. On XX/XX/XXXX, I called USAA and talked to XXXX ( sp? ) regarding the claim. He stated I had called in the other day and put me on hold to look into the notes. He stated that not only is it a dispute, but it is also a fraud claim. He also stated that " ... I have had business with them ... '' meaning XXXX XXXX in XXXX, XXXX, but I stated I had never had business with them. He said it would take up to 90 days to be resolved from the XX/XX/XXXX dispute date ( unknown reference date ) and since it is a dispute, no charges will be refunded until the 90 days have expired. I asked what had happened to the previous dispute that was again filed on XX/XX/XXXX for the same charge and he put me on hold again. He came back on the line and said it could take up to 60 days to get a temporary credit and the interest charges and withdrawal fees would be credited when fully proven. He stated the next investigation started on XX/XX/XXXX. On XX/XX/XXXX, XXXX from USAA called to go over the fraud claim and wanted some additional information. I answered all of her questions and let her know that since USAA records calls, there was plenty of evidence to look up. XXXX said she would call back the next week with more information regarding the claim. She never called back. On XX/XX/XXXX, I called to seek an update of the claim. On the first call, the lady ( unknown name ) put me on hold and I was disconnected. I called back and spoke with XXXX in the USAA Credit Card Fraud Department. XXXX stated the original fraud claim was made on XX/XX/XXXX; however, since the fraud systems changed about a year ago, she was unable to look at thorough notes from previous to the system change. XXXX stated this was most likely an in-person transaction. If it was through an ATM, they would have had to had a PIN number for the card ( I did not have a PIN for the card ) ; most likely they would have had to go into the bank. XXXX also stated I would have to file a police report to get more info from USAA, but she referred me XXXX in the Executive Resolutions Team ( ERT ). XXXX stated that I had done everything correct in reporting the fraud with the card. XXXX at the ERT came on the line and was curious as to why this claim was still not handled and stated she would do everything she could to get it resolved. XXXX stated she submitted an email to the manager of the fraud team to try to get a resolution. XXXX said she would get back to me by Wednesday the XXXX. She asked if I could prove his location was and I said yes. I was in XXXX, XXXX, seeing my dying father and had a XXXX XXXX that I had used to book the tickets. I sent the statement showing as much to her. XXXX asked if I had any further questions and to give her a call at extension XXXX. On XX/XX/XXXX, I sent a message into USAA using the Message Center about the great service I received from XXXX at the Credit Card Fraud Department. On XX/XX/XXXX XX/XX/XXXX, I called USAA and talked to Jamie about the fraud case. XXXX went over the times I had called into USAA regarding this case but said the dates were incomplete : - XX/XX/XXXX : presumably to check on the status of the claim. - XX/XX/XXXX : " protection restored '' - XX/XX/XXXX : said I hung up - XX/XX/XXXX : no notes - XX/XX/XXXX : looking for an update to the claim. On XX/XX/XXXX I called USAA at about XX/XX/XXXX and talked to XX/XX/XXXX, a " senior '' in the Executive Resolutions Team. XXXX stated USAA determined the claim was a " domestic dispute, '' stating another party had " some '' access to my account ( unspecified ). In XX/XX/XXXX, I contacted a lawyer about this case and they advised me USAA had acted illegally, I was not at fault, and I should be refunded the full withdrawal and all associated fees and interest. I was advised to send a final demand letter. I sent the letter on XX/XX/XXXXreturn receipt, it was received by USAA on XX/XX/XXXX by XXXX XXXX. As of XX/XX/XXXX, I have not been refunded any monies, received an official letter the claim was ever made, nor contacted by USAA.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22101
Submitted Via: Web
Date Sent: 2018-08-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-24
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: per attached creditor is reporting incorrect account status, payment status, balance and past due amount. It seems to be a game of destruction and irresponsibility to ruin and defame those whom demand correct reporting. XXXX blames USAA and USAA blames XXXX. Both should be shamed ... as none of the information reported is correct. This loan was paid in full nearing five ( 5 ) years prior.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21222
Submitted Via: Web
Date Sent: 2018-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-24
Issue: Getting a loan or lease
Subissue: Changes in terms mid-deal or after closing
Consumer Complaint: Submitted a new auto loan application on XX/XX/2018 which was approved at 3.29 % APR locked until XX/XX/2018. Contacted bank to issue loan funds on XX/XX/XXXX and was told that I would have to re-apply because settlement method changed from dealer funding to refi funding ( still for same new auto product ). Further told that bank would not honor locked 3.29 % APR, and instead APR was given at 3.49 %. Asked to escalate request to honor locked rate, and was spoken to unprofessionally and escalation was refused.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WY
Zip: 824XX
Submitted Via: Web
Date Sent: 2018-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: USSA states that a double payment was made to XXXX XXXX XXXX company causing an escrow shortage. I need proof of double payment, a voided check, receipt or a copy of electronic transfer.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28147
Submitted Via: Web
Date Sent: 2018-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-22
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: This letter is regarding an account, which you claim I owe {$31.00}. This is a formal notice that your claim is disputed. I am requesting validation, made pursuant to the Fair Debt Collection Practices Act and the Fair Credit Reporting Act, along with the corresponding local state laws. Please note that I am requesting " validation '' ; that is competent evidence bearing my signature, showing that I have ( or ever had ) some contractual obligation to pay you. Please also be aware that any negative mark found on my credit reports ( including XXXX, XXXX and XXXX ) from your company or any company that you represent, for a debt that I don't owe, is a violation of the FCRA & FDCPA ; therefore if you can not validate the debt, you must request that all credit reporting agencies delete the entry. Pending the outcome of my investigation of any evidence that you submit, you are instructed to take no action that could be detrimental to any of my credit reports. Failure to respond within 30 days of receipt of this certified letter will result in small claims legal action against your company at my local venue. I will be seeking a minimum of {$1000.00} in damages per violation for : 1. ) Defamation 2. ) Negligent Enablement of Identity Fraud 3. ) Violation of the Fair Debt Collection Practices Act ( including but not limited to Section 807-8 ) 4. ) Violation of the Fair Credit Reporting Act ( including but not limited to Section 623-b ) Please Note : This notice is an attempt to correct your records, and any information received from you will be collected as evidence should any further action be necessary. This is a request for information only, and is not a statement, election, or waiver of status. P.S. Please be aware that dependent upon your response, I may be detailing any potential issues with your company via an online public press release, including documentation of any potential small claims action. I am also including a copy of my complaint to the organizations below : Cc : Consumer Financial Protection Bureau Cc : Attorney General 's Office Cc : XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30263
Submitted Via: Web
Date Sent: 2018-08-28
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-22
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: On XX/XX/XXXX I received a credit card offer from USAA for a USAA XXXX XXXX credit card with various temporary benefits. The offer was to expire on XX/XX/XXXX. On XX/XX/XXXX I applied online for the card. I received a call from USAA within the hour informing me that I had frozen my credit and would need to allow them access to XXXX in order to complete my application. I immediately obtained a one time pin number from XXXX allowing USAA access to the needed credit report. I called USAA and provided them with the pin number. On XXXX I received a denial online with the reason being an inability to obtain a credit report. On XX/XX/XXXX I obtained a 2 week lifting of my credit freeze from XXXX and attempted to reapply for the card. The offer was no longer available online, so I called USAA to reapply. The representative said she would look into the situation and called me back to inform me that once they had denied my application that offer was no longer available. I advised her that it seemed like an odd decision since the error was USAA 's. On XX/XX/XXXX I received a new offer online for the same card with the same benefits, but the offer was not available to me when I attempted to apply that same day.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92262
Submitted Via: Web
Date Sent: 2018-08-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-21
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: I XXXX XXXX have recently gone through a great deal of personal hardship. This hardship was caused initially from a XXXX my husband had, along with his fight against XXXX. However, there are several credit cards where I was added on as a user only, and its time that I request the removal of my name off of the accounts of my husband XXXX XXXX. I also demand the deletion of these accounts from every pertinent credit reporting agencies, XXXX, XXXX and XXXX XXXX respectively. I believe its necessary to file my notice through the Consumer Financial Protection Bureau, as I do not see these creditors working fairly or quickly. Accordingly, I request the deletion of these items from my credit bureaus and the purging of my information with each financial institution.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NH
Zip: 037XX
Submitted Via: Web
Date Sent: 2018-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-21
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: In XX/XX/XXXX, we were defrauded for more than {$28000.00} via fraudulent mobile check deposits and multiple ATM withdrawals in a short period of time ( weekend ). After seeing larger than normal bank transactions posting on our accounts, my daughter contacted the USAA bank and discovered that we had become victims of bank fraud. The transactions were initially deposited with unknown business checks from the XXXX, SC area into our XXXX, GA account. During XX/XX/XXXX XXXX XXXX, there were four to six checks deposited daily in my daughter 's personal and a second joint account by mobile deposits then withdrawn at five ATM locations of maximum withdrawals. Initially, there was {$7200.00} in check deposits in the joint account and {$1100.00} in the personal account, five ATM withdrawals of $ XXXX XXXX XXXX, XXXX, GA, which equaled {$5000.00} and a {$2900.00} point of sale ( POS ) debit at local XXXX grocery store-XXXX, XXXX, GA all on the same day. By the second day the thief was in full motion having deposited several checks in two separate accounts ; four checks totaling {$8300.00} in the joint account and {$880.00} in the personal account, while debiting five ATM withdrawals at {$5000.00} again AND a {$2900.00} ( POS ) debit at a local XXXX grocery store- XXXX , XXXX , GA. During this period the culprit is now able to make numerous transfers between accounts to increase withdrawal access. On the final banking day they went out with a bang depositing various checks totaling {$12000.00} in the joint account, {$4500.00} in the personal account, however, prior deposited items from the first day were now returning on this day ; {$490.00} # XXXX, {$500.00} # XXXX, {$610.00} # XXXX, {$1700.00} # XXXX, Also, four ATM withdrawals totaling {$2400.00}, a POS transaction of {$4.00} for XXXX parking ( very comfortable at this point ). Then, POS debit {$2900.00} to XXXX grocery store-XXXX, XXXX, GA, three separate locations for XXXX grocery ; {$2600.00} POS-XXXX, GA, {$2900.00} POS- XXXX , GA, {$2900.00} POS- XXXX, GA. Once the bank was notified, we were told that they had to do their own ( in-house ) investigation. There was a phone interview and we waited for their advice and directions as to next step for the process. I do not understand why the bank excluded me from the process but at this point, I made attempts to contact the bank for follow up, still-no response. My daughter was told that our request had to be in writing, so we typed a formal letter and faxed on XX/XX/XXXX, no response. We called again and were told that the request must come from an attorney or law enforcement agency. So, she called the local police department and made a police report and scheduled an appointment to speak with an investigator to assist with the follow up ( No help at all ). In the following months the bank closed out all accounts to include credit cards. We waited for months to find out that the investigator did nothing ; he closed the case and did not inform us. After going back and forth, eventually he moved to another district. I tried contacting the new investigator and she never replied ( still waiting for her to return from court ). This was very painful, we needed answers. We also contacted an attorney for consultation and were told that they did not handle this type of case. We feel as if our rights of due process have been violated. USAA bank and the XXXX XXXX Police department failed us because they never revealed the results of their investigation. We have been victimized unfairly and are now forced to defend ourselves against unfair practices by USAA bank and the Criminal Justice system, as well as defrauded by unknown criminal elements. We are left without an appropriate course of action as we are dealing in uncharted waters. Unfortunately, it takes money, a lot of money to hire an attorney to fight for your rights. Our lives have been on hold for the past two years and it is difficult to do business when you have a huge debt that you can not explain and have no resources to get rid of it. In XX/XX/XXXX we discovered that USAA bank filed an Early Warning Consumer claim against us on XX/XX/XXXX and in XX/XX/XXXX we also received an IRS XXXX Debt Cancellation for {$28000.00}. Wow! USAA bank has not taken any part of the responsibility in this situation. We have submitted a copy of our prior bank statements to reflect that we have never had this type of money routed through our bank accounts, which should have been a RED Flag to lock the accounts to prevent this type of loss. It is obvious that this was definitely an expert crook who knew about the process ; timing, amount of money, and locations to exchange this volume of money in such a short period of time. If there is any way you can HELP, we really need your assistance in this matter. Thank you for the opportunity to submit this report and taking the time to review and advise us in the direction to reach a resolution. Sincerely yours, XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30135
Submitted Via: Web
Date Sent: 2018-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A