Date Received: 2018-06-05
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: USAA Reported a Account to the credit bureau stating an account was opened up on XX/XX/XXXX. This is a secured card I never opened with a balance of {$4900.00} I didnt open this card. The first time I called regarding this matter I was told the account would be removed. It never was. Then I contacted them more than 5 times. Most recently in XX/XX/XXXX. I provided all detail I could pricing I never opened the account. The account cant even be opened unless a person is a military spouse or military member. I am neither. I wasnt even living in the state where the card was mailed. Its fraudulent and USAA. Refused to help and constantly lies. They have never requested documents from me. I filed a police report and a complaint with FTC regarding fraud. When I call USAA you cant speak directly with the fraud department I have to always speak to a Customer Service Specialist and I have to repeat the same complaint over and over. They wont remove it from my credit report or dispute the transactions that were made by whoever opened the card.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 900XX
Submitted Via: Web
Date Sent: 2018-06-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-05
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I am a retired military veteran and WAS a happy, loyal USAA member for more than 10 years. On XX/XX/XXXX, I got a text message from USAA that my credit card limit had been increased. That was great news because I use credit quite frequently needed a little more cushion. Unfortunately, when we tried to use the card later that day, it declined. I called the bank to find out why and they said rudely " What credit card? We don't show one on file. '' After several frantic phone calls, we finally discovered someone at USAA closed my account. This wasn't just a precautionary security lock ... ..it was force CLOSED. I demanded to know why, but no one had the answer. One guy from the credit card department said it looked like someone in the security department made a mistake and would be reprimanded. I was mad to say the least. As a military guy, a bunch of my friends and family work or bank with USAA so I posted on social media about the situation. Soon after, I received a message in my inbox from XXXX XXXX that my account was closed due to " unacceptable behavior ''. I found out later from an insider they were taking screenshots of my conversations on social media. This leads me to believe XXXX XXXX may have abused his power at the bank to punish me for complaining publicly. A few days later, I got a call from a bank employee who said she represents the CEO, XXXX XXXX. Apparently the executive board made a " business decision '' to close my account and they were in the process of closing my mother 's, brother 's, cousin 's and spouse 's accounts. She also said they are not going to tell me the real reason why because by law they don't have to and they have no record of the conversation I had with the credit card guy about them making a security mistake. It felt like a total abuse of power. I have reason to believe XXXX XXXX improperly used his position at the bank to influence this " business decision ''.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 780XX
Submitted Via: Web
Date Sent: 2018-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-04
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: On XX/XX/XXXX I purchased XXXX XXXX uniforms online for {$290.00}. I called XXXX on XXXX and spoke with Customer Service Representative XXXX at XXXX XXXX for approximately 4 minutes. I called for assistance regarding the multiple pending charges from XXXX XXXX on my checking account ( {$210.00}, {$81.00} and {$290.00}. XXXX ). The charge for {$81.00} had been refunded and I wanted and needed access to the {$210.00}. I was told that it should fall off in a day or two, but I could email customer service my bank statement showing the pending transactions. I emailed customer at XXXX XXXX on XX/XX/XXXX. I received a reply email from XXXX XXXX informing me that I'd have to wait 1 to 5 days depending on my bank. I spoke with a USAA bank representative via chat on XX/XX/XXXX ( XXXX ) and XX/XX/XXXX ( XXXX ), stating that I have to wait for the transaction to post and dispute or wait for the merchant to clear it and the pending transaction falls off. It's been a week or 5 business days since my funds have been withheld from me and I'd like USAA to clear the pending transaction.
Company Response: Company believes complaint is the result of an isolated error
State: GA
Zip: 30134
Submitted Via: Web
Date Sent: 2018-06-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-04
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: I made several attempts to resolve the debt issue with USAA regarding our policy, starting on XX/XX/XXXX when a representative took our payment for {$100.00}. to solve the cancellation issue and set up a recorded payment arrangement for {$180.00} per mth, prior to transferring me to the Auto Pay Plan Telephone Deployment line to set up auto-draft on the remaining amount. I was also told that some of the balance would carry over into the new policy renewal in XXXX and payment would adjust to higher amount. The special payment arrangement was set up because we informed the representative that our XXXX XXXX account had received fraudulent activity and the account was closed and this was why the XXXX payment was delayed and, hence, was called in on XX/XX/XXXX. During this call we also expressed our extenuating circumstances and needed to continue a special payment arrangement and this is where the representative agreed to set up a special arrangement of $ XXXXmth. I repeatedly requested if this was documented in the system and she confirmed and also confirmed with my husband as well to verify his account prior to us agreeing to the new amount of {$180.00} which was to come out of the account on XX/XX/XXXX. However, when we approached the week prior to XX/XX/XXXX, I was prompted to call USAA to ensure the payment was going to come out at {$180.00}, however, a representative informed me that they were planning to take out over {$1400.00} which is not what we had agreed upon on XX/XX/XXXX and I was very alarmed, upset and angry that USAA was going to attempt to take out this erroneous amount. I later informed the representative during this call, that the XX/XX/XXXX call was recorded and that someone needed to listen to the call to see where the discrepancy came between the company and the client because I know what I had agreed to during the call on XX/XX/XXXX. Since XX/XX/XXXX, I have been attempting to get this issue resolve regarding this illegal bait and switch which the company refused to listen to the original customer representative recordings from XX/XX/XXXX. Also, on XX/XX/XXXX I was informed by XXXX in Billing what occured on XX/XX/XXXX, and she went into the system to stop the payment of {$1400.00} and stated that she would have her manager XXXX XXXX call me back, however, did not receive a return call. After receiving no call back, I attempted to reach out to resolve this matter on several occasion. Each time I called in, I was provided with a work order numbers by the following billing customer service reps and told that someone would call me back within 24hrs to no resolve : XX/XX/XXXX : 1. Work Item # XXXX - Created by XXXX 2. Work Item # XXXX - Created by XXXX XX/XX/XXXX : 3. XX/XX/XXXX - Provided w/ duplicate Work Item # XXXX - Reiterated by customer rep. 4. XX/XX/XXXX - Work item # XXXX - Created by XXXX 5. XX/XX/XXXX - Work item # XXXX - Created by XXXX 6. XX/XX/XXXX - Documentation # XXXX - Created by XXXX Each time I called I requested that Management pull the call from XX/XX/XXXX, but they refused. Also, around XX/XX/XXXX & XXXX, I made another attempt to speak to a representative to get the matter resolved. I spoke to a femaile representative named XXXX based out of XXXX XXXX who stated she would call the USAA coproporate office to find out what was going on and stated she would call me back the following date. When she call me back the week of XX/XX/XXXX, she spoke extensively with higher level billing in USAA Corporate, and they agreed that if I made a downpayment, I could spread the remaining amount out over the new 6mth billing cycle. I was on the phone with XXXX for over 45minutes both days we spoke. She was the only one who went out of her way to try to get this resolved. However, when I called in this morning to make a payment of {$500.00}, and have the payment arrangement set up on the renewal, the representative saw the notations and stated he had to reach out to billing to set it up. However, when he returned to the line, he said the billing department informed him I could not set a payment plan and it was very confusing and alarming to me as a customer and U.S. Veteran who has been part of USAA for over 7 years to receive this type of blatant and discriminatory treatement. I only wanted to get this resolved, however the representatives and management team have made it extremely difficult for me to make arrangements to pay my insurance. We should not be treated in such a biased manner and not allowed to make arrangements, since all of this originally commenced on XX/XX/XXXX where it points back to the customer service representative who specifically set up the arrangements for {$180.00} and no one has attempted to listen to the Actual Recordings from this call on XX/XX/XXXX or others since then. This was a bait and switch and an on purpose vindicative act not to work with XXXX Military Veterans. I only wanted to resolve the matter and pay my Auto Insurance.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30022
Submitted Via: Web
Date Sent: 2018-06-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-03
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: RE : Experian Report # XXXX ; TransUnion File # XXXX On XX/XX/XXXX, I sent USAA a letter requesting am investigation under FCRA Section 623 regarding tradelines I previously disputed with XXXX and XXXX. These inaccurate tradelines were incorrectly verified by the credit reporting agencies. My letter ( attached ) included report numbers from the above-mentioned bureaus ; my name and address ; the account numbers as listed on the credit reports ; and the relevant pages from my XXXX credit report ( attached ). This letter was sent via Certified Mail, Return Receipt. USAA received the letter on XX/XX/XXXX ( # XXXX, attached ). On XX/XX/XXXX, I received a response from USAA ( attached ) dated XX/XX/XXXX indicating that my dispute was frivolous and requesting the " specific accounts '' and " an explanation of the basis of the dispute. '' I object for two reasons : ( 1 ) All requested information was provided in my letter of XX/XX/XXXX ; ( 2 ) According to the FTC, the Fair Credit Reporting Act allows USAA to determine that a dispute is frivolous or irrelevant under certain circumstances but requires them to notify the person who made the dispute of that determination within 5 business days of receiving the dispute. This means that a letter determining my dispute to be frivolous should have been mailed by Friday, XX/XX/XXXX. USAA 's letter to me is dated XX/XX/XXXX, was postmarked on XX/XX/XXXX ( envelope image attached as Exh. " B '' ) and received on XX/XX/XXXX. Therefore, USAA has violated my rights under the FCRA.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 08054
Submitted Via: Web
Date Sent: 2018-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-01
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I contacted my ( bank ) USAA on several occasions during late XX/XX/XXXX and early XX/XX/XXXX regarding the issue identified below concerning my government card payments being returned as NSF : M XXXX XXXX credit card account was closed due to two returned ACH payments during XX/XX/XXXX, payments I initiated via online and USAA returned as NSF. Upon receiving notification from USAA Bank of the returned payments I contacted USAA to ascertain why my payments were returned and unfortunately, I did not receive a prompt explanation of the issue ( s ) that caused this action. After further communications with USAA regarding the returned ACH request for payments, they refunded the four NSF fees associated with the ACH requests I initiated, as each online check request was presented twice. I also requested USAA provide verification of the NSF payments as errors and they informed me that they have no formal verification template form or process that would meet XXXX requirements, but would provide a transaction history that shows the NSF activity and return of NSF fees. To maintain a XXXX XXXX XXXX XXXX, there can be no more than two retuned payments within a 12 month period and in this case there were four within one month albeit, the same two ACH payments accounting for 4 NSFs.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 12601
Submitted Via: Web
Date Sent: 2018-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-01
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: On XX/XX/2018, I wired {$5500.00} to a family member as a gift for their house. I noticed my savings account was extremely low. I mainly pay my car note with my savings account and XXXX. That is about it. I then noticed their was a loan on my account for {$12000.00}. The only loan I should have through USAA is a car loan. I have had loans with them in the passed however all of those loans were paid off. There have been opened credit cards on my credit report that I did not authorize and now this loan that I do not remember opening or signing for. I have also been experiencing fraudulent charges being made on my credit cards. So I have filed all of the necessary paperwork to get these fraudulent accounts removed from my credit report to the credit bureaus.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29209
Submitted Via: Web
Date Sent: 2018-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-29
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: On XX/XX/XXXX, I requested a credit line inquiry with the knowledge that I would receive an soft inquiry on my credit and no big risk. Needless to say, on XX/XX/XXXX I received notification from XXXX XXXX that my credit score had been updated. However, I knew that I made no additional adjustments towards my credit so I immediately got alarmed and begin to take action. After responding to the credit card company, there only response was that anytime there is an credit line increase, that it always is an hard inquiry. Needless to say, in my defense I have had an increase before on this credit card and my XXXX card but never actually received an hard inquiry because of a request. I never applied for a new card or anything. Sorry for the inconvenience, but can someone please help me better understand how I can resolve this issue.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 109XX
Submitted Via: Web
Date Sent: 2018-05-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-30
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: In XX/XX/2012 I was made the POA for my elderly father. My father had credit cards with USAA and XXXX XXXX XXXX XXXX. I contacted them and provided them with copies of the POA documentation and asked that I be added to his accounts in the capacity of POA since he was no longer able to pay his bills and make decisions. I had complete signing and decision making for all of his affairs. In essence I was basically him. I was unaware that prior to coming to live with me my father had taken out a student loan in California that he defaulted on and they began to garnish his pension. As a result he was unable to continue to make payments on his credit cards because they were taking a considerable amount to repay the federal student loan. So USAA and XXXX XXXX decided to add me as a joint owner and on after me and my assets for repayment. I was never a joint owner I never signed to be a joint owner or gave my permission. The cards are now charged off and they have added these to my credit profile. I have tried to dispute through the credit bureaus and I am unable to get these removed. They are preventing me from purchasing a house and I have tried to resolve with no success. I need assistance in getting them to remove items that should have never been placed on my credit profile. Can you please assist me with this. I have included a copy of the POA. I also found the email from them acknowledging the POA and they also made us fill out their form and get it notarized
Company Response: Company believes complaint relates to a discontinued policy or procedure
State: GA
Zip: 30236
Submitted Via: Web
Date Sent: 2018-05-30
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-29
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: XXXX XXXX XXXX XXXX XXXX USAA SAVINGS XXXX XXXX Are Closed / Charged off reporting in active balance. submitted numerous of disputes and contacted the credit bureaus to remove inaccurate account or change balance to {$0.00}. But do not investigate or change.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 331XX
Submitted Via: Web
Date Sent: 2018-05-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A