Date Received: 2018-07-06
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: My current bank USAA FSB has violated my financial privacy by adding my partner to my PERSONAL checking account after being instructed multiple times not to. They have also been unable to remove him without signing a form. This seems inconsistent with the fact that I never authorized him to be added in the first place, instructed them to open up his OWN account yet they still failed to listen and let him get added anyway.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85015
Submitted Via: Web
Date Sent: 2018-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-08
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: On XX/XX/XXXX I had a credit report pulled by XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX FL XXXX. XXXX. An account that we have been trying to get straight with USAA and the credit bureaus since last XX/XX/XXXX, with numerous attempts including a prior CFPB complaint, is still showing negative information, including late payments, even though this account was discharged in CH XXXX bankruptcy in XXXX of XXXX. Credit accounts that are discharged and released in bankruptcy are not supposed to show any past due payments or negative information. I previously complained about this with CFPB and the company responded that it was fixed, but apparently it is not. Here is the prior complaint # from XX/XX/XXXX : XXXX about USAA FEDERAL SAVINGS BANK. My previous complaint was against XXXX as much as USAA as I think USAA has properly notified XXXX, but I think XXXX is refusing to fix it or it is due to Equifax incompetence. XXXX still shows this item in dispute on this report, however I have not disputed any items with XXXX since XXXX of XXXX, so all prior disputes should have been resolved by now. This extends way beyond the legal limits of time that XXXX can keep a dispute open and unresolved. It has been in dispute for almost 1 year. XXXX needs to find out what data repository this errant record is in and get it fixed. It is interesting that XXXX shows one thing to the consumer on the consumer report, and then when someone pulls my credit different information is displayed. How deceptive. I do not fault USAA as I feel they contacted XXXX in XXXX of XXXX to correct the record however I feel that XXXX did not fully correct the records in all their data repositories and so USAA needs to contact the higher ups and their inside connections at XXXX and make sure this is taken care of. I will re-pull a credit report with CBJ to make sure it is done, once all the parties respond and tell me this has been fixed. I have been trying to get our credit records straight since XXXX of XXXX, almost 1 year. XXXX, XXXX XXXX. XXXX XXXX, XXXX, GA XXXX, XXXX, XXXX. I have pasted below what the record reads on the credit report and have attached the actual report. It should not say " consumer investigation in process '' 1 year after the dispute was filed. This is in violation of credit laws. Disputes are supposed to be resolved within a certain time frame or I can file a complaint with the Federal Trade Commission. If I were USAA, I would not want to deal with these liabilities and I would just have these records removed from our file to avoid future complaints and fines especially considering the time limit for them to be reported is coming up anyway ( 7 years ) or may have already arrived. These records are almost 7 years old I think as of XX/XX/XXXX, maybe they are already. We are just a few months away, please just remove them from our file. I do not recall if this was a joint account but if it was, please fix my wife 's record as well, XXXX XXXX XXXX. USAA FSB XXXX XXXX XXXX. XXXX XXXX XXXX XXXX, TX XXXX XXXX Account Number XXXX ECOA Opened Last Activity Closed Reported Credit Limit High Credit Individual XX/XX/XXXX XX/XX/XXXX XXXX Account Type Collateral Terms Reported On Maximum Delinquency Manner of Payment Revolving XXXX Included in Chapter XX/XX/XXXX 13 ( R07 ) Months Reviewed 32 30-59 Days Late 1 Time 60-89 Days Late 1 Time 90+ Days Late 6 Times Comment CONSUMER DISPUTES_REINVESTIGATION IN PROGRESS / ACCOUNT INVOLVED IN CHAPTER XXXX DEBT XXXX *
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 320XX
Submitted Via: Web
Date Sent: 2018-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-05
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I am a member of USAA since XX/XX/XXXXand currently my daughter and I have a checking account together for her college payments. On XX/XX/XXXX a transfer in the amount of {$660.00} was made from her USAA college investment account to her USAA checking account, and although that transfer was made internally between USAA accounts, the funds were placed on hold until XX/XX/XXXX and treated as an external transfer. I contacted USAA on XX/XX/XXXX to request funds to be manually released, since it was an internal transfer, and asked for a manager or supervisor in checking, but was connected to a member of the Executive Resolutions Team ( I was later told that his employee number is XXXX ). He advised me that although he had the authority to release those funds, he wouldn't do it, because although investments are offered by USAA as a USAA product, those accounts are third party accounts and USAA member 's do not have knowledge that their college investment accounts are a third party product. We have made several transfers from my daughter 's college investment account to her checking account both with USAA on the past two years and this is the first time a hold is placed and representatives are refusing to remove the release on funds, although they are fully aware that this is an internal transfer and no hold should be placed. Also, I want to bring to the attention that members of USAA Executive Resolutions Team come across as forceful and most times unwilling to resolve issues that requires immediate attention.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-05
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: My credit card is issued by USAA ... I also have it linked to my checking account for overdraft protection.. .. MY MISTAKE .. {$1900.00} taken out on XX/XX/XXXX .... I immediately paid the monies back to the bank very next day XXXX I also made sure to make my required payment. AND made sure there were no new charges or overdrafts ... I have 0 % balance on monies already on the card. Each month afterwards they have been applying about 40 % of any ADDITIONAL payments I make to the 18.6 % credit balance and NOT the entire extra payments. This has lead me to be charged interest each subsequent month. I have called in about this several times to no avail. I do NOT make extra charges against the account. NOT getting more overdrafts and my extra payments are several $ 100s of dollars In fact XXXX extra payment totaled {$900.00} and XXXX payment total {$2000.00}. I called USAA XXXX months in a row. Asked them if they understood The Credit Card Accountability, Responsibility and Disclosure Act of 2009 and that my extra payments are supposed to go towards the highest payment amount. Was told that only a portion has to go towards highest interest as long as I had a balance on the card .. even though that balance is 0 %. They are aware am not making any new charges! I gave them a chance to correct the problem and was told that they will continue to split my EXTRA monthly payments as they see fit. Requesting this stop and ALL interest be refunded back to me. Have been instructed by the USAA Agent that my account has been noted.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 770XX
Submitted Via: Web
Date Sent: 2018-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-04
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: XX/XX/XXXXI was checking my account and discovered that my account had been compromised.I reported to USAA Bank and investigation. They concluded that it was not fraudulent transactions. The card being used was a XXXX card in my Daughter 's name. Her name is XXXX XXXX and that is the name of the card. They also stated that you open an account in her name in USAA. That XXXX account was like 5 years ago once she became an adult she was responsible for that account. My daughter is XXXX years born XX/XX/XXXX. That was told to me by USAA bank. During that time she did not have access to my checking account or I gave her my checking account information. I did not open up a XXXX card for her or had this card connected to my checking account at any given time. USAA did not give me any factual documents or proof that I gave or consented to these transactions. They said that I had to dispute them and this was not fraudulent claim. I disputed them and they reach the same conclusion. I have not spoken to my daughter since XX/XX/2017 we do not have a relationship due to her behavior problems and issues with her life. I did file a report with the XXXX County Sheriff department in XXXX, NC and NO ONE! has contacted me regarding this matter. I was told by USAA total transactions was a 109. Four transactions were over {$10000.00}. I believe total taken was between 10 and 20 thousand over a 4 month period. They took out {$9000.00} in an instance and USAA did not ALERT ME! on my bank statements it just says XXXX E-PAYMENT and the amount and shows my daughter name. Does not show what store or items purchased.I honestly believe that my Daughter is Responsible for this with her history. USAA has not told me is it her that is using the card? Did someone steal the card and using her information may be one of her friends? Since the bank statement does not say City and Location and did not provide me with purchases that was made and what vendors or stores so I must explore all possibilities. USAA response in my denial letters is that they have documents or proof that I authorized these transactions. They have not showed to me or presented any factual documents. I still repeat and stated I DID NOT AUTHORIZE ANYONE TO STEAL OR MAKE TRANSACTIONS FROM ACCOUNT USING A XXXX CARD. I DID NOT GIVE MY CHECKING ACCOUNT INFORMATION TO MY DAUGHTER TO MAKE PURCHASES FROM IT! My daughter is not on any signature card with my bank account is not an authorized user on any bank account I have ever had and ever will. The only way my daughter received my information she STOLE or FORGE my name!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28376
Submitted Via: Web
Date Sent: 2018-07-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-02
Issue: Struggling to pay your loan
Subissue: Lender trying to repossess or disable the vehicle
Consumer Complaint: On XX/XX/2018 my vehicle was repossessed. I was confused as to why it was taken seeing as we had already sent the payment to them to try and stay current with the bill. We called and as it turns out the payment we had sent didn't go through because of a typo on the routing number we never received a call a notification email a letter ... Nothing saying our payment didn't go through. When we told USAA this the person on the phone could clearly care less and told we would have to pay the ban XXXX in order to get back into the vehicle plus the repo and storage fees. After hearing that I agreed we would've been more proactive in making sure the payment have gone through and told her we didn't have the money that instant but would come up with it Ina few days but I'd like to still talk to a supervisor to make sure there's absolutely nothing they can do to help us we were told there was no supervisor there to talk to us and that we would be put on a call back list. I agreed well the second of XX/XX/XXXX rolls around and still no call back. So i call again this morning having got the money together and decided robust make the payment they wanted. Well apparently that's not good enough for them anymore and now they want the loan payed in full. Now they are just playing games had I had the amount a few days ago i would've been back in my vehicle that day how things change so drastically by just a few days it's ridiculos. So again I ask to speak to a supervisor I'm told there's not one available to transfer me to because there's an issue with the phones I ask if I can just stay in hold until they figure it I'm told no because she has other members to help and I need to wait for a call back i ask if he supervisor could just walk over and use her phone again I'm told I need to wait for a call back. So I agree and they hang up. A few hours later I figure what the heck maybe they fixed the issue I'll try again. So I call back again I'm told there's no supervisor available that they've been in a meeting all morning and that's why their not accepting calls ( apparently the whole phones not working story was XXXX ) but at least she was kind of to hear me out and listen to what happend and told me she'd email the supervisor directly and ask him to call me as soon as possible. Well all this waiting would be fine and dandy if I was accruing more and more storage fees the longer my vehicle stays at the lot. And If I wasn't told something different every time I call. They will not give me an extension to their supervisor not any other number to any of the higher level management they reside to give me the contact info to anyone nor do they have it on their website
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93230
Submitted Via: Web
Date Sent: 2018-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2018, we sent a registered letter to XXXX XXXX, CFO USAA FEDERAL SAVINGS BANK, concerning our supposed mortgage. We respectfully invoked FDCPA and asked that she would answer some accounting questions. Instead of answering our accounting questions, she passed the responsibility onto someone working in the CEOs office. XXXX XXXX sent us a letter on XX/XX/2018, two days past the time required by the FDCPA. This letter did not answer weather or not we had the legal obligation to pay USAA FEDERAL SAVINGS BANK. While this debt validation process was taking place, USAA FEDERAL SAVINGS BANK sent us two bills and now a letter of default. Not only has USAA FEDERAL SAVINGS BANK violated the FDCPA, but they failed to validate that we had the legal obligation to pay them. USAA FEDERAL SAVINGS BANK also failed to answer weather or not they ever loaned us money in the first place. We would appreciate if you would take the time to look into this matter. We have all of the return receipts along with the original letters we sent in the attempt to validate this debt. We also have the envelope date stamped from the post office along with the paper letter sent to us from XXXX XXXX proving USAA FEDERAL SAVINGS BANK missed the dead line while failing to answer our accounting questions. Thank you for your most valuable time and consideration.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-30
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I got a secured credit card with USAA a year ago. I set it up to automatically pay itself through my bank account, also with USAA then I had credit card fraud on my Credit card and I notified them, they canceled that credit card and issued credit back to my account for the fraud charges I noticed at that time that my automatic payments were not going through and I called. I was placed on hold so they could research but they never came back on the line. I called back on Thursday, and ended up on hold for a very long time while they researched with their back office and they came back and told me that the automatic payments cancelled when the fraud was credited back onto my account and that their system recognized those credits as payments instead of a fraud reversal credit and the auto payments stopped and nobody in USAA had identified this as an issue nor bothered to fix it. They never put the automatic payments back on, even though I called multiple times about this and this resulted in them counting me as delinquent, and now is reporting on my credit. I tried reasoning with them and asking how they can make me suffer consequences for fraud, which wasnt my fault, how their system recognizing fraud credits as payments is something that I as a consumer am being held responsible for. This is SECURED credit, its my money to begin with and yet not only did they charge me increased interest, and penalties, they are defeating the purpose of my even having a card to rebuild credit because of their FAULTY SYSTEM this is not ok
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77089
Submitted Via: Web
Date Sent: 2018-06-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-28
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: USAA prequalified me on income they knew that they couldn't use to close the loan. I recently transferred from XXXX XXXX military to the XXXX XXXX and took a civilian job with XXXX XXXX. I applied with USAA for a mortgage using my current and future income along with rental property that had just rented in XX/XX/2018. I was initially approved for XXXX and then after another review XXXX. My rental income was used as a basis for the decision even though I advised the loan processor that it wasn't reflected on my tax returns due to just being rented. I was told that this wasn't a problem. During the first review the loan was declined, with USAA citing that the VA doesn't allow rental income not contained on tax returns. I was lied to during the application process and now I have spent considerable time and money to secure a property that I can't close. USAA was dishonest from the beginning and led me to believe something that wasn't true. I then attempted to add my XXXX XXXX income, which they also denied because I don't have 12 months of pay.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 31324
Submitted Via: Web
Date Sent: 2018-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-28
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 have multiple references and am writing this letter in order to provide the facts and an explanation disputing USAAs accusation that my credit report accurately indicates payment being 30 days late. The dispute is that USAA elected to report the payment of my Credit Card account as over 30 days late due to my negligence. It was neither my negligence nor was my payment late in regards to settling the account. I received my bill for XX/XX/XXXX and set up an electronic payment to be received by USAA on XXXX XX/XX/XXXX. My bank, XXXX XXXX, guaranteed and confirmed that USAA received the check for the total amount due ( {$99.00} ) on XXXX XX/XX/XXXX. ( attachment available ) The payment was due by XXXX XX/XX/XXXX. I received a second bill/statement after XXXX XX/XX/XXXX that stated my bill had not been paid. This bill was dated due XXXX XX/XX/XXXX. Upon receiving this bill I contacted USAA to discover that they claimed to not have received my previous payment. I contacted XXXX XXXX and they confirmed the check had been sent but had not been cashed. I called USAA back and we set up another payment of {$100.00} ( paid in full ) to be received by XXXX XX/XX/XXXX. ( attachment available ) I received a notification, dated XXXX XXXX, ( Attachment available ) from XXXX XXXX stating that my first check to USAA had been received by them and returned due to Incorrect Account Number. The information on the check included my Full Name, Address, and the last four numbers of my credit card as I have Put on ALL my payments since XXXX and the same information they used in referencing my account. ( attachment available ) I called USAA to discover that my second payment had not been received and I am now required to put the first four and the last four numbers in the account section. On XXXX XX/XX/XXXX phone call I then set up a THIRD payment of {$100.00} ( paid in full ) and included the same information as the first two, except I included the first four numbers on the Check as well as the last four numbers. This payment was agreed on by USAA to be received by XXXX XX/XX/XXXX and was guaranteed by XXXX XXXX. I began getting daily harassing phone calls from USAA not long after this arrangement stating I was late on my payment. On XX/XX/XXXX, as the phone calls continued to interrupt my sleep and work I called and closed the account. ( attachment available ) I made multiple phone calls attempting to comprehend what went wrong this time. Around that same time I was informed that my credit report had been reported delinquent over 30 days. On XXXX XX/XX/XXXX, I finally was able to speak with a Manager in Debt Collection who informed me that I needed to put my FULL CREDIT CARD NUMBER on the check!? This was in COMPLETE CONTRADICTION to my previous phone call to USAA. ( Please reference USAAs recorded phone calls XXXX XX/XX/XXXX ) He also wanted me to pay {$100.00} ( Paid in full ) today by giving him a routing number to my XXXX checking account in order to prevent further action by USAA regarding the credit report. I complied with his demand ( attachment available ) and then queried him in regards to my third check that should have been received by XXXX XX/XX/XXXX. He claimed they had not received it as of XXXX XX/XX/XXXX. Later that same day, XXXX XX/XX/XXXX, my third check ( with just the first and last four numbers ) was cashed by USAA and back dated as being received XXXX XX/XX/XXXX. ( attachments available ) Their ability to locate this check, without the proper account number, then cash it to a closed account within hours of a conversation with a manager that claimed they didnt receive the check was astonishing. I then showed a debit balance of {$100.00} on a closed account. I contacted USAA, once again, on XXXX XX/XX/XXXX to ask that they remove the delinquency notice to my credit report and to refund my balance of {$100.00}. They sent me to a link to dispute and said to fill it out. In conclusion, there are multiple examples above of making every attempt to pay on time and in full my debt to USAA and their credit card. If they changed their policy regarding what needed to be on the check regarding account number, I reacted as soon as I was informed. But its obvious that there is a procedural problem in regards to how incoming payments are to be sent and how they are processed when received. All Im asking for is to keep my account closed and to remove the 30 day late delinquency sent to the Credit Bureaus due to their communication and procedural errors.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KY
Zip: 400XX
Submitted Via: Web
Date Sent: 2018-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A