Date Received: 2017-11-26
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: XXXX XXXX XXXX has n't answered my certified by mail and notarized by my attorney about SECTION 609 and 625 of FRCA? They will not show me what was bought or where cash advances were made because I was in a XXXX XXXX XXXX in Another State that would n't let us of campus for the time they aid I used card. It hs ben charged of and used of there taxes bt wont do this legally by sending me the information I asked for 30 days ago. The FRCA says if I did these steps and ca n't proven writing I signed up for card or where and when and how I mused it into 30 AYS UNDER SECTION 609 AND 625 THEY HV TO REMOVE IT FROM CREDIT REPRORTS. I have AL INFPORMTION O0 REGRATOION OF MILSENT AND NPRTERIZED LETERS BUT THEY STIL WONT Release me from this on credit report. They are breaking the law and it has ben 30 days and starting on 60 days of legal FCRA issues XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX PA XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 17406
Submitted Via: Web
Date Sent: 2017-11-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-22
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: USAA closed my account because it was overdrawn according to their members handbook I had 41 days to get it current. Firstly the reason that it was overdrawn is that a disputed item was returned per USAA and no letter was sent and I have not received one as of yet. The account was overdrawn when the disputed item was returned when I called on XXXX XXXX we discovered that the 1st returned item that was disputed should not have been taken back out of the account and that the dispute was found in my favor. When the 2nd disputed item came through on XXXX XXXX this should have been the original date that the account went negative. USAA representative acknowledged this and escalated to get the 1st disputed item returned to the account. They agreed that it was their issue as to why the account was negative and had they not messed up the account would have not been negative until the other item came through on the XXXX. The account was closed and we have asked the account to be reopened as it was their fault in the first place and they agree that given the new dates the account should not have been closed on the XXXX as it was only 21 days past the correct overdraft day of the XXXX. We have waited for this to happen and it still has not happened. They closed this account per them against the members policy and have done nothing to reopen the account.
Company Response: Company believes complaint is the result of an isolated error
State: NC
Zip: 28348
Submitted Via: Web
Date Sent: 2017-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-21
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: I have received several unsolicited credit card offers from USAA. When I call to ask them to remove my name, they tell me I have to send my request via fax. Why should I have to do this when I did n't request it? Other companies take my information over the phone with no problems.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23227
Submitted Via: Web
Date Sent: 2017-11-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-21
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 contacted USSA credit card customer service on XXXX XXXX, 2017 about a filing a dispute on my card. The person i spoke with told me that he would file the dispute and asked me several questions about the complaint. I answered all his question and asked if i needed to submit anything since i had several merchant write letters where the previous merchant did not do the work correctly when they installed my floors. He said he did not need anything but if he did he would send me a letter. He even issued me a finance charge credit to my account the very next day. When i called to ask what that was they stated it was due to the recent dispute i filed. To this day i have not receive any letter about a dispute. After a few weeks i called and the rep told me she did see the rep and i asked how long would they give the merchant to respond. She stated they give them 45 days and we are about 3 weeks into that process. I called again when we were about a few days until day 45 and again the person I spoke with told me that they saw the dispute and that in a few days i should have a credit because they could see my dispute and that the merchant had not replied to my dispute. i was feeling good as I had hired the next company to fix the floor. i was really hoping when i got the credit that I would be able to pay the new merchant. After giving them over the 45 days i decided to call since i had not heard anything. I got a customer service rep and they ended transferring me to their dispute are. The worst part is that the dispute rep said no dispute was ever filed and that i had to start all over again. I was very upset and i feel that REG Z, a federal law, was violated since they stated to me a dispute was filed and they they gave the merchant enough time. I have waited 45 days, 60 days and now the merchant tells me i have to wait 120 days and i feel that is not right nor fair.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78254
Submitted Via: Web
Date Sent: 2017-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-21
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: XX/XX/XXXX I filed a claim with my auto insurance company for damages to my car. I got the work done on the car and paid for it with the insurance money back in XX/XX/XXXX. XX/XX/XXXX they returned the check saying it wasnt properly endorsed. A whole year and a half later without warning. The check was for {$3500.00} which overdrew my account and absorbed my pay roll check. Leaving me with no money. Ive called usaa over ten times and talked to countless reps. They have hung up on me everytime. No one can answer my questions there just leaving me to wait or hope that I just stop calling. Usaa managers have promised to call me back and refuse To call me or take my calls. Ive been with usaa 8 Years and in the service for 8. I thought usaa was for the soldiers/members. With the check being over a year old they should have contacted me so that I could have set my finances up not take a lump sum garnish me. Also they froze my brokerage account and wont allow me to transfer funds out.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 37363
Submitted Via: Web
Date Sent: 2017-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-21
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: XXXX decided to charge my account since my main account was closed due to fraud, and because I did not have enough funds to cover all those transactions USAA declined them all. Declining the transactions is fine. The important issue here is that I was charged a returned fee on every single transaction twice due to XXXX resubmitting those transactions. I called USAA on XXXX XXXX and spoke to an Executive Agent ( Supervisor ) who stated she would make an exception and waive one last overdraft charge to help me out. Also, she stated she would put a stop pay on those transactions to prevent them from hitting my account. Today to my surprise I see that the credit she promised is not there and also another transaction from XXXX caused another overdraft. I ca n't remove the account on XXXX 's end because there are pending transactions. I need someone to review my calls and explain to me why I was lied to. I 've had my account for years and I 've never had this issue. I just moved my entire family from Puerto Rico to the states because the hurricane and this bank has decided to not help at all with the situation. Also, they are not allowing me to close the account which to be honest would have solve the entire situation. Currently the account is still overdrawn due to the missinformation I was given when I called.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89012
Submitted Via: Web
Date Sent: 2017-11-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-20
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Ever since late XX/XX/XXXX, USAA has been letting me transfer money from my XXXX XXXX XXXX XXXX account to put money in my USAA checking accounts. But starting about 2-3 weeks ago, XXXX start reshuffling the way they process transactions, and I called them out on it, because it was obvious they were doing it to charge customers overdraft fees. They quietly fixed things and refunded the fees they charged me. However, when XXXX was doing this, it kept causing Returned Items on legitimate money transfers with funds fully available, but then XXXX would recall the money. This set off alarms with USAA, and I was able to fix the problems with both banks ... well, I fixed it with XXXX. USAA restricted my accounts to the point where I ca n't perform transfers, or even use my debit cards. I 've called and faxed USAA and I 've even included the XXXX XXXX XXXX XXXX statement apologizing to me AND USAA for the " honest mistake that should have no reflection on [ my name ]. '' But USAA wo n't do anything for me, and after asking a banking rep how long it takes to return to normal, they replied " weeks to months. '' I have deposits coming into both my accounts from my small business and from family providing money to me, and I ca n't access it. I can look at it on USAA 's website, but they wo n't let me access my money.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-19
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: I have an XXXX XXXX XXXX that was paid on time. New bill arrived 10 days ago. Within two days, dunning robo calls began daily at about XXXX XXXX. Called customer service and set up payment date for end of month. Still calls are occurring XXXX days a week. Company is USAA.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95747
Submitted Via: Web
Date Sent: 2017-11-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-18
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XXXX XXXX XXXX three withdrawals were made from my USAA checking account using an ATM card. Others were attempted, but refused as my daily limit had been reached. USAA reached out to me by text, automated phone call, and internal messaging inquiring about these withdrawals. In all cases I stated the withdrawals were fraud. I had not visited the state where the withdrawals occurred, and had my debit card in my possession. No one is authorized to use my card officially or otherwise, and I only use the card for foreign transactions. I have never provided anyone outside USAA my PIN. Since my declaration that these transactions were fraudulent, I have tried on numerous occasions using the USAA App or phone to officially dispute the charges, to trigger an investigation and ultimately funds restored to my account. The App could not process the disputed withdrawals. When I talked to banking personnel beginning XXXX XXXX, and approximately five subsequent phone calls, they said they could not dispute the transactions within the USAA system either. They then transfered me to the USAA Fraud section. I reached the Fraud section once ( XXXX or XXXX XXXX ), and they noted that no fraud case had been opened for my transactions. After XXXX minutes, my call dropped. The XXXX other times I called, I was referred to Fraud, but the call would drop before I was able to talk to them. At least two times my waits were for more than XXXX minutes. On XXXX XXXX, I asked that my issue be elevated. I was put in touch with an Executive Resolution Specialist. She said my transactions had never been noted as fraudulent, and no investigation had been opened. She said she marked the three withdrawals as fraudulent, and that by XXXX XXXX, my funds should be restored. I pressed, based on past experience, for some documentation or other assurance that USAA had actually acknowledged my dispute of these fraudulent transactions. She said she would call back after confirming with Fraud. After about an hour, I received a call that hung up before I could answer. I called back to the Executive Resolution section. The new specialist read me the notes, saying USAA COULD NOT RECORD MY DISPUTE. They had an IT issue, and it would take until XXXX or XXXX XXXX before they could record that I disputed these fraudulent charges. I said this was unacceptable. I requested to speak to the next level of supervision, preferably an officer of the bank. The Executive Resolution Specialist said no Managers were currently available, but one would call me back by the close of business XXXX XXXX No one called or left any trace of trying to contact me by phone, text, or internal messaging. Withdrawals were for {$50.00}, {$50.00} and {$500.00}
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 229XX
Submitted Via: Web
Date Sent: 2017-11-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-16
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: My credit card with USAA was falling behind in payments. At one point, I got a letter about how much was past due that mentioned a special debt solutions payment plan. I called USAA and enrolled in this payment plan. Under the payment plan, I would pay $ XXXX/mo. After 4 consecutive months of making these payments, my account would be brought current. The first payment was made in XXXX. I have, however, continued to get letters about my account being past due even though I have made every monthly payment at least through XXXX ( not sure if XXXX came out yet ). That makes 7 months of making the payments. My account is due according to the payment plan I entered into with USAA. I attempted to call previously about a month ago ( XXXX ) to straighten it out. The woman with USAA was n't much help and wanted to talk more than listen. After explaining the plan several times, she finally understood and said she would make a note for the debt solutions team to fix it. Yet I 've still gotten letters. Tonight, I called again after getting a letter dated XXXX XXXX. XXXX answered. I explained the situation. She looked into it. She came back and explained that there were two payments made in addition to the $ XXXX monthly payments. Because these two payments were for less than {$190.00}, they counted as an insufficient payment for the payment plan and reset the months needed to bring the plan current. In effect, I paid too MUCH on my balance and was therefore past due. This is obviously a problem caused by automation and not how the plan is supposed to work. XXXX at this point became unhelpful and stonewalled any attempt I offered to resolve the situation. At one point, she asked what I wanted, to which I responded " I would like my account that is current in reality to be reflected as current in your system. '' Her response was that 1 ) she could n't do that and no one else could, and 2 ) my account was NOT current. At no point did I raise my voice, become abusive, or curse. She finally offered to transfer me back to debt solutions so they could look at it ( even though I knew they would n't be able to do what I wanted ). I said sure. She transferred me supposedly to them. I have been transferred to them before and the wait was never more than 5 minutes. I remained on hold for another 35 minutes before my phone shut down.
Company Response: Company believes complaint is the result of an isolated error
State: FL
Zip: 33196
Submitted Via: Web
Date Sent: 2017-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A