Date Received: 2018-03-07
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: I am a XXXX XXXX, XXXX XXXX military member who was XXXX 6 months ago. I received XXXX XXXX as a result. USAA Federal Savings Bank is causing direct and possibly irreparable harm to my credit worthiness through predatory lending practices. USAA closed my credit account after reciving my ( {$3000.00} ) payment with no notice. USAA received regular payments as per normal credit card use and this was a voluntary payment made to them beyond my normal payment. Apparently, while I was in the XXXX XXXX clinic, one payment was a few hours late. I was sent a letter on XX/XX/2018 informing me that they were closing my account. When I called the stated reason I was late on a payment and that I had an account balance change ( I.e I payed it off ). I totally agree that USAA has the right to lend to who they want. The harm comes in that, as they closed the account and lowered my available credit, they have damaged my credit worthiness, even when I pay 50 % of all my outstanding debt in a single month. I have payed them significant sums of money, as agreed. In response, they take your repayment and close your account, but the. Damage my credit, because I paid them more than the agreement. It sickens me that they will destroy the credit of a XXXX XXXX veteran who is going through a XXXX XXXX XXXX to be XXXX XXXX, because I paid them back. They closed my account ( damaged credit worthiness ) because they couldnt drag any more interest off a XXXX XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 325XX
Submitted Via: Web
Date Sent: 2018-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-04
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: Starting XX/XX/XXXX, and continuing through XX/XX/XXXX, my husband and I have been fraudulently charged on my USAA Visa Signature credit card for three transactions via XXXX at least eleven separate times. The three transactions always have the same transaction ID - XXXX ( for {$13.00} ) and XXXX ( for {$11.00} ) and XXXX ( for {$13.00} ). It is important to note that neither I NOR MY HUSBAND have EVER used XXXX for any purpose. We have never provided card information to XXXX for any purpose. I called USAA immediately after seeing the fraudulent charges on or around XX/XX/XXXX. They cancelled both of my cards ( two cards with different numbers to same credit card account ). Both cards were used at XXXX in the same day. After I cancelled these cards, I did not activate the new cards that were sent to me by USAA because I continued through XXXX and XXXX to see " Declined-Unauthorized '' charges ( with same transaction IDs and amounts listed above ). I was nervous to activate my new cards. My husband and I decided to transfer our balance from this card to interest-free promotional cards through other banks in order to pay down the balance faster. So we had to activate the cards about two weeks ago. Today, on XX/XX/XXXX, I got text notifications that my NEW credit card number ( two credit cards with different numbers to same account, again ) had been used. I checked the charges, and it was again to XXXX with the same transaction IDs as before. I called my bank in a total rage, and was elevated to the " Executive Resolution Team ''. They told me that merchants such as XXXX participate in something called VAU - Visa Automated Update program. This allows XXXX to receive any new card information for an account with a recurring charge from Visa when a card is cancelled - EXCEPT we have NEVER provided information to XXXX and we have no recurring transaction accounts with them. To further illustrate this point, when I call XXXX to complain and try to make these charges stop ( which I have done four separate times ), I provide them with the transaction IDs, and I am unable to verify any of the account information they " require '' to assist me. My name and zip code do not match those on file ( BECAUSE IT'S NOT ME ) and they refuse to elevate my issue to a supervisor or to an account security specialist. I was basically told today, that it appears that XXXX, who is required to submit a packet of information to VAU on recurring payment accounts, to show that they qualify to receive our new credit card numbers - in order to update their system, and continue fraudulently charging us. Because we have never utilized XXXX services, the packet of information that they are providing has to be falsified. We have never had recurring payments through XXXX. Today on the phone with USAA ( card issuer ), I was told that I can not opt out of VAU through them ( my bank ). I was told to call XXXX directly to opt out by USAA. I was on hold with XXXX for approximately 20 minutes while someone 'worked on my issue ', was told that this is an issue for my bank to fix, and was hung up on. XXXX continues to tell me that I need to call my bank, and that because the charges are fraud and I'm not actually being charged, it's 'not a big deal ' and that I should continue cancelling my cards each time there is an unauthorized charge. I feel that my only course of action now is to pay off the card ( I will have it paid off next week ) and close the account. We are a young family, and this is our oldest credit card, so it will significantly harm our credit score if we get rid of it. I just want these charges to stop, and I am at a total loss of what to do. I feel like everyone is passing the buck. XXXX, and the California Attorney General ( because XXXX is HQ in CA ) have told us to " get an attorney ''. I am not hiring an attorney to fix a problem that I had nothing to do with. PLEASE, PLEASE, PLEASE help us!!!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 49426
Submitted Via: Web
Date Sent: 2018-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-28
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I took out an auto loan with USAA on XX/XX/XXXX, XXXX at some point in XXXX i fell behind on 2 payments due to a financial hardship. I lost my job. The account almost went into collections and we we came to an agreement that once I made my payment for a chargeoff on XX/XX/XXXX they would remove this remark from my credit report. They still haven't removed it yet. I have been trying to rebuild my credit ever since XXXX and every single time I apply for anything ( even simple store cards to build my credit ) I'm always getting denied. I have learned a lot about credit over the years and I'm just looking for a fresh start. I've been trying to build credit since I was XXXX. I'm now XXXX. This is the only loan I've ever taken in my life and I've never had a credit card before. I do not feel that this one mistake in the past should reflect my credit score as a whole. I'm starting a family and having this resolved would greatly help my situation.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 075XX
Submitted Via: Web
Date Sent: 2018-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-28
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: I was the victim of a job employment scam in which the perpetrator used false identities and 2 stolen bank accounts from XXXX XXXX in order to overcharge my credit cards for merchandise. I have provided police reports, IC3 reports, I have provided statements to the FBI as well as the Secret Service in cooperation to resolve the matter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-28
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XX/XX/2015 my ex-husband XXXX XXXX and I received a check from XXXX XXXX XXXX XXXX XXXX for the equity in our home that sold. We were not in agreement on how the funds should be split so the title company was not going to get involved with the separation of funds. The check for {$75000.00} and was payable to my ex-husband AND ( not or ) myself which would require both of our signatures. The check was deposited into XXXX personal USAA account and cleared with only his signature. It has since come to my attention that this is an ongoing problem of check cashing on XXXX behalf of checks written to both of us and being cashed by only him.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80241
Submitted Via: Web
Date Sent: 2018-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-28
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: USAA Allowed a 3rd party company to make an authorized debit. I provided the necessary documentation and USAA refused to process the claim as fraud / unauthorized transaction. My account was charged on XX/XX/2017 in the amount of {$490.00} and XX/XX/2017 in the amount of {$490.00}.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-27
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: I paid a a loan and two credit card payments on line with USAA. The next day XX/XX/XXXX I went online and saw where the payment for loan had posted but credit card payments had not. So I paid card payments again which resulted in an over-payment of {$4900.00}. I immediately started to try to get my money back. I have documentation where I requested the account be closed and my money refunded on XX/XX/XXXX I requested the money be refunded onXX/XX/XXXX via chat. I still havent received my money matter of fact they claim check was mailed but returned. I have been approved for a mortgage and need the money for closing costs so I am in a bit of a crunch and exceptionally irate. I had to pay them 15 to 25 % to use their money and they have kept mine a month and I have even paid to have it sent express 9 days ago.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: MS
Zip: 388XX
Submitted Via: Web
Date Sent: 2018-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-27
Issue: Problem with a lender or other company charging your account
Subissue: Can't stop withdrawals from your account
Consumer Complaint: Check # XXXX for {$180.00} payable to XXXX XXXX XXXX 1. XX/XX/XXXX Check presented to my checking USAA XXXX. Account NSF, check returned and fee assessed for {$29.00}. 2. XX/XX/XXXX Check presented to USAA and again NSF, returned and assessed 4 x {$29.00}. Fee for XXXX returned check and 3 for items returned due to the overdrafts on other returned items due to the overdraft. 3. XX/XX/XXXX Check presented third time. I have Direct Deposit and because there were funds now available the check was paid. The check should have been returned, XXXX processing information on front and back of check 3 times. I am disputing the payment by USAA and presentment by the merchant bank, XXXX, for allowing a check processed and returned two previous times. The outdated practice of allowing auto representment a second time has been considered in this case. However, the check would have been returned to XXXX XXXX after the second representment. At that time, this check would not allowed to be presented as an original deposit and especially an NSF returned two times. These two banks are in violation of the banking rules. I requested USAA return this check AGAIN and they have declined. I want the {$180.00} refunded back to my account, as well as any other fees assessed due to this violation.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 152XX
Submitted Via: Web
Date Sent: 2018-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-27
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: I spoke with USAA last week and told them as soon as my loan mortgage loan closed. I would pay this XXXX CC off in full. This card is mine ands opened several years before I got married. Even though I told them about the pay off they called my husband who has nothing to do with this card .His name is not on the account nor is he a authorized user. My privacy has been violated by USAA.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34668
Submitted Via: Web
Date Sent: 2018-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-27
Issue: Communication tactics
Subissue: You told them to stop contacting you, but they keep trying
Consumer Complaint: USAA repeatedly attempt to contact be regarding the debt of another USAA member. I repeat : I was not the individual responsible for the debt. In fact, it was only by relation that USAA continued to harass me for the contact information of the debtor. I repeatedly requested that the harassing phone calls stop. Over a period of about 12 months, USAA continued to make harassing phone calls. They started up again recently and continue to this day. They need to stop and I need to be appropriately compensated for the huge amount of time I have wasted and the expenses I have incurred in my attempts to stop these harassing phone calls. I am a good paying customer of USAA : this is no way they should be treating anyone, let alone a loyal customer. Stop the harassing phone calls.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NM
Zip: 870XX
Submitted Via: Web
Date Sent: 2018-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A