Date Received: 2018-04-04
Issue: Problem with a company's investigation into an existing issue
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: Yes, I have noticed several issues with my Credit report and score with USAA Federal Savings Bank. I have had to file too many complaints against USAA with you the CFPB, and nothing changes, issues only seems to get worse! I just called USAA about hard Credit Reports run in XX/XX/XXXX- apparently 4, for auto loan, due to being sold a lemon XXXX by XXXX XXXX XXXX XXXX XXXX AL . ( Now have third lemon car sold XXXX XXXX XXXX of XXXX AL as well ... utilized same techniques as XXXX XXXX and XXXX XXXX odd! ) I talked with a XXXX at USAA Debit Card Services, ( at XX/XX/XXXX appx XXXX CST ) and she was of no help, and did not know if USAA was in fact investigating me, when told her have seen two USAA vehicles in local area among other things we discussed such as USAA not being open as used to be 24/7- to accommodate service members abroad! Also asked speak USAA Executive Resolution and XXXX told me not available. Odd, considering have spoken with them in past this early in morning! I then called and spoke with a XXXX ( (XX/XX/XXXX appx XXXX XXXX CST ) and asked XXXX about my Credit Score, if could increase Credit Limit as USAA has offered several times recent past, and if USAA Investigating me- as mortgage folks USAA always ask if I am residing at residence I have mortgage USAA with, but loan be serviced one worst companies XXXX ( filed numerous complaint 's with CFPB aboutl XXXX XXXX- furthermore told XXXX could go on " vacation '' as long as wanted, last I looked! )! XXXX was of no help as well, stated had run Credit Check to increase my Credit Card limit, because did not take when offered. Asked XXXX to simply offer me again to increase limit- to avoid Credit Check- XXXX said could not ( never been told USAA Federal Savings had run hard credit check to increase my Credir Card limit eber before speaking with XXXX- odd ? )! Also, XXXX stated not aware I was under Investigation USAA. ( Was trying increase limit Credit Card per factors " hurting '' my Credit Score! ) All of this is very odd, as per USAA Credit/Theft Protection home, loans, car loans etc ... are supposed be lumped together as one hard credit check- and I only supposedly have 6- hard Credit Checks last year to 2-years! Furthermore, I have only utilized 1 % of my Credit, and my Credit Card only recently went a few hundred dollars over the 30 % limit of XXXX-dollars! So why is my Credit Score dropping at such a rate and am I in fact the Target of some USAA Federal Savings Bank Investigation? If so why and is any potential investigation into/ against me by USAA in conjunction with local, State and Federal Law Enforcement Agencies , signed off by proper authorities i.e. Judges? Finally, for some odd reason USAA Home Monitoring Services increased value my Home to $ XXXX-dollars ( highest ever valued by USAA ) since my last CFPB Complaint against USAA and " XXXX XXXX '' Case and recommended by 4-local attorney 's force into foreclosure with USAA! Thank you any response in advance ... ...
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 36532
Submitted Via: Web
Date Sent: 2018-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-02
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2018, I called my bank USAA and said I needed to make a transfer but I did not know if XXXX app that they advertise through their website would be safe. I have always used XXXX for transfers and had no issue. The customer service representative said it was an app used by many banks in the US and it was a safe way for purchase, transfer etc. I felt much secure once the customer service representative said that. I made a transfer from my bank account through XXXX ( app that USAA advertise in they website ) for {$200.00} to purchase concert tickets for my daughter and I. After 5 minutes that passed and I had no reply from the seller, I called USAA and explain the situation. They said they were going to stop the payment and I would get a refund. After 2 weeks I called them back and they said they weren't able to give me my refund because the seller never contacted them back again. Obviously it was fraud and they could not protect me as a customer. I would like them to give me my refund as they stated in the first conversation I had with customer service. If they advertise a app, say it is safe to use and we are protected as costumers they should be able to honor it. So please make an investigation and help me get the {$200.00} back. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85085
Submitted Via: Web
Date Sent: 2018-04-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-02
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On and around the XXXX of XXXX, my wife was scammed in a fraudulent XXXX scam ring to the tune of {$8500.00}. We contacted USAA because she deposited a check from a company and the funds showed up available after 2 days. Since the money actually posted in the black and showed as a positive in the account she took out the funds to pay what was called processing fees in order to collect her " winnings '' the day after she pulled the money out in the form of money orders, the money was then showing as never having been there. So after calling and speaking with several reps from USAA, they simply told us that there was nothing they could do and it was our fault for having 11 years of " good banking behavior ''. Meaning when we deposited the check, they assumed it was good and made the funds available. But then days later, the check we deposited bounced and they just put our account in the negative without a call or any form of correspondance. They simply told me the money wasnt real because the check bounced. My question to them was, if the money wasn't real when it was in my " hands '' ( account ), then how is it now real when they ( USAA ) want to charge me that money? and the incidental kick to the junk {$5.00} processing fee they tacked onto the {$8500.00} that " wasn't real ''. Again, the money wasn't real to me, but was to USAA, they got real money from my account with subsequent fees, for money they themselves told me wasnt real ... I am ok with losing my money that was in the account which was only a bit over {$2000.00}, we got scammed, I get it, and I'd gladly eat that amount in shame. I am not however ok with being scammed by my banking institution to the tune of a total of {$13000.00}. When USAA took the the XXXX ( account was over 11,000 before the wife took out XXXX ), it put my account at a negative XXXX, and in turn I had to take a personal loan of XXXX, just to get back in the positive, for incidental bills and costs. This is unacceptable to say the least. Best case scenario, I get my money back or at least USAA loses that " Fake money '' that they made available taken from them. OR something happens to where this doesnt happen to anyone else. Thank you for your time.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95961
Submitted Via: Web
Date Sent: 2018-04-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-02
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I used my USAA debit card at a XXXX XXXX ATM on XX/XX/XXXX. I attempted to withdraw {$400.00} from my available funds. The ATM gave me an error message indicating that funds were not available and did not dispense any money. I immediately pulled over in the parking lot to check my account via mobile banking because I knew I had sufficient funds. My mobile banking app showed sufficient funds but also showed that the ATM withdrawal went through. I called USAA and they temporarily replaced the {$400.00} while they investigated. However, they withdrew the replacement money on XX/XX/XXXX citing a finding in favor of XXXX XXXX. I requested supporting documents in writing in compliance with their instructions, but never received a response, or my {$400.00}.
Company Response: Company believes complaint is the result of an isolated error
State: TX
Zip: 78539
Submitted Via: Web
Date Sent: 2018-04-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-02
Issue: Took or threatened to take negative or legal action
Subissue: Threatened or suggested your credit would be damaged
Consumer Complaint: Coerced me to bring credit card current and took a promise to pay and closed my card the day before my payment is posted
Company Response: Company believes complaint is the result of an isolated error
State: TX
Zip: 78250
Submitted Via: Web
Date Sent: 2018-04-02
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-30
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/XXXX, I lost a bid on an item on XXXX. Seller reached out to me via email stating that the winning bidder pulled out and he had the item available, I was the previous highest bidder. We moved off of XXXX to continue conversation. Spoke to each other onXX/XX/XXXX, on the phone and discussed purchase outside of XXXX. That should have been my first big red flag. Paid in increments based off of " proof of shipped goods. '' 2 XXXX XXXX for a total of {$3800.00} XX/XX/XXXX - {$1000.00} USAA to XXXX XXXX via XXXX XX/XX/XXXX - {$1000.00} USAA to XXXX XXXX via XXXX XX/XX/XXXX - {$500.00} USAA to XXXX XXXX via XXXX XXXX ( disputed and reversed ) XX/XX/XXXX- {$500.00} USAA to XXXX XXXX via XXXX XX/XX/XXXX - {$200.00} USAA to XXXX XXXX via XXXX XX/XX/XXXX - {$600.00} USAA to XXXX XXXX via XXXX Seller claimed to have shipped the computers twice. First time he could not give me a tracking number but the second time he did, it was never scanned in by USPS. Seller claimed that when he went to the post office they hadn't loaded it after 3 days and he picked it back up. Seller offered to fly it out with the final payment. Supposedly the seller flew to XXXX and was still unable to make good on his promise. I contacted USAA and they said they could not help me and sent me to XXXX. XXXX said they could not help me and that I needed to file a police report/complaint. I filed a police report and the police told me they couldn't help me that I needed to go to the FBI. I filed the FBI complaint and never heard anything back. This has now been going on for 2 months and I still do not have a refund, I have excuses and empty promises from the seller, and this is my final attempt to get my money back and press charges against XXXX XXXX of XXXX, GA.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75061
Submitted Via: Web
Date Sent: 2018-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-29
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: I had the unfortunate situation where the merchant charged me {$950.00} for the XXXX XXXX. They utilized my XXXX XXXX from USAA that advised that if I didn't give them permission to use the card then it is considered fraud and per the terms of XXXX XXXX themselves has the area which shows it as a fraudulent transaction. Please see the area below : Thieves may acquire records containing your personal information and/or account information from intercepted or discarded financial statements, payroll stubs, or other records sent to you or from third parties with whom you interact in your normal course of business where such information is disclosed. My XXXX XXXX was on the XXXX Webpage. The merchant in XXXX made the charge without my permission and I contacted them as a email came through to me. They advised me it was in error and it would be cancelled. USAA had me completed the required Fraud forms and submit them and after many months came back with a non written response stating that I gave them permission to use my card. I firmly denied it and they insisted and then went into a personal matter I told them about my health. ( Per their request ) The USAA representative sided with the XXXX XXXX with no proof to back their position. They do not have a signature and they have my sworn statement that I contacted them in the window of cancellation with no charge if the employee hit a button during the call. I expected a company with a reputation that was built by XXXX would not be soiled by lies and fraud. I have requested all proof with signatures that show that I made the transaction. Additionally, the hotel is not admitting to calls and stating that I needed cancellation numbers which they said were not needed at this time.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95747
Submitted Via: Web
Date Sent: 2018-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-29
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: USAA complaint is in conjunction with the XXXX XXXX complaint listed below. I have contacted USAA daily to get this matter resolved. The matter is now in the hands of the executive resolution at USAA who is typically at lunch when trying to get the matter fixed. In the meantime the check for {$14000.00} is sitting is a lockbox at XXXX and it is not being corrected. I have tried calling both parties and been on the phone for over 10 hours and have a multitude of excuses and promises that this would have been resolved on XX/XX/2018. This has not been resolved and yet again this remains my problem because the bank is not providing the money via a wire or ACH directly to XXXX to get this money paid and once and for all resolved. This has been over 3 months and continues to be a nightmare that continues to be a problem that I can not overcome as the banks have the power to do anything they want and please. ( lawyers and all the money to fight complaints ) They do not take the complaints seriously as there is no action taken beyond a call to the institution. XXXX Original complaint The merchant bank XXXX XXXX has advised me that they have closed the complaint. I didnt get the funds and now the bank is stating that it went to XXXX area at USAA. This was checked into by the bank which stated that they do not have the money. It is of great concern as this is for {$14000.00}. The bank stated that they provided the trace to your organization and that closes the case regardless if I get the funds. They advised me that this is now resolved per your guidelines and that I will owe the money which I never received due to their error in processing. This is a serious problem as I didnt get the money and they are going to hurt me and put my account in collections if I don't pay money that is due to back to me. I was called today and last Friday and the call today was much more aggressive stating that this is now my problem to resolve as it is out of their hands. This is not fair or honest as it was not my error it was theirs. I am reaching out to request that this be reopened and to please have a response that shows that the money was refunded or at least found. The company stated that the CSFB has no authority to help me the consumer in this matter. I find this not only a problem but a lie based on what it states that the agency does. How can you bill someone money that is not owed? I want to file this as fraudulent or stolen money or possibly money laundering of the institution as they are not helping me. I look forward to your help. The person who called me is at XXXX XXXX XXXX. They were not only rude but downright demeaning when I asked for this to be corrected. The {$65.00} dollars was located but the larger transaction is lost! How can this be a issue that is my problem? The line all of the sudden hung up on me and I am now left at the same spot where I asked for help. Please help me. XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-30
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I have noticed that I have a hard credit inquire from your company on my XXXX XXXX and XXXX XXXX credit file datedXX/XX/XXXX. As you probably know, Credit Reporting Agencies treat inquiries as a statement of fact and will not allow a consumer to dispute them. Since it is against federal law ( Fair Credit Reporting Act15 USC & 1681n ( a ) ( 1 ) ( B ) for an entity to view a customers credit report without a permissible purpose, I am writing to inquire as to your alleged purpose for doing so since I did not apply or request credit from your organization. Based on the evidence in my possession, this inquiry was performed under false pretenses as described in the clear language of the law. 15 USC & 1681n ( a ) ( 1 ) ( B ) states, in part, in the case of liability of a natural person for obtaining a consumer report under false pretenses or knowingly without a permissible purpose, actual damages sustained by the consumer as a result of the failure or {$1000.00}, whichever is greater. I have filed a police report with the Sheriff 's Department XXXX XXXX XXXX on XX/XX/XXXX with a report number # XXXX for identity theft, Name and unit of Reporting Deputy XXXX XXXX XXXX XXXX. This is informing you that this was a fraudulent application and I did not authorize your company to pull my report. I do hope that we can settle this matter amicably. Please remove this hard inquiry from my credit report upon receipt of this letter to avoid further damage to my credit. Your immediate attention is appreciated in regards to this matter. Please contact me if you have any questions. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX LA XXXX Email : XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-29
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: So I get a promotional offer from USAA to use a convenience check, 0 % interest through XX/XX/XXXX with a {$75.00} or 3 % fee whichever is less I GET A NEW ROOF AND PUT {$9100.00} ON IT I have been a USAA member for 35+ years and never had a problem like this My XX/XX/XXXX showed a {$2.00} interest charge on $ I called on XX/XX/XXXX XXXX and talked with XXXX XXXX and asked how since I always pay off my new purchase balances monthly how did I get charged interest since my {$9100.00} does not start applying interest unless it Is not payed off in full by XX/XX/XXXX? She put me on hold, reviewed the offer and my account and came back after a few minutes. She agreed, removed the interest and said she would put in a trouble ticket to get this corrected so it would not show up again. My XX/XX/XXXX statement once again show an interest charge of {$4.00}. I called on XX/XX/XXXX XXXX XXXX XXXX XXXX? and eventually request to talk to her boss and get transferred to XXXX a Senior resolution specialist and after a 35 minute conversation she says the interest is correct even though I explained what was done last month and she cant expalin clearly why I am getting charged interest on a no interest offer. I ask her to put her boss on the line. We go through all the above and says the interest is on the entire account balance for how many days during that billing cycle, your grace period no longer applies. In short she says if you buying nothing else each month, your interest will be 0 % as the only balance is the {$9100.00}. The offer did not clarify interest is charged on new purchases, very deceiving and unlike other cards that would not charge any interest!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 236XX
Submitted Via: Web
Date Sent: 2018-03-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A