Date Received: 2017-09-14
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: XXXX investigated the following listing, XXXX XXXX XXXX XXXX XXXX XXXX ..., on my credit report. Upon completion of their investigation, they deleted the referenced item. I was notified of the investigation and subsequent deletion. USAA continues to list the item, XXXX XXXXXXXX XXXX XXXX XXXXXXXX XXXX ..., on my USAA Accounts, claiming the bankruptcy is a primary reason for my credit report being low. It appears USAA is artificially lowering my credit score on their website and/or my accounts and charging me a double digit interest rate insisting the information is still being reported and/or provided to them by XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-11
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: I contacted the institution and inquired about a rate reduction on my credit cards, in light of recent financial hardships. Upon which, I was informed that the only way they could do a rate reduction was if the account was in the rears and deficient. Following the deficiency, the bank would then close the credit cards and afford a reduced interest, in order to pay off the balance. Three weeks following that conversation, I contacted customer service again, and in fact was late on my payments that were due. The agent then acknowledged the previous conversation, and proceeded to close my two XXXX XXXX cards with USAA, and then informed that she would be transferring me to another agent to adjust the interest rate so the card could be paid off. Upon transfer, the next agent claimed to have no knowledge of any interest rate reduction policy, and refused to help. Since that phone call, and to no avail, I have attempted to contact the bank or someone that could assist in reducing the interest, as stated by your agents, in order to pay off of the two credit cards, to no avail. The bank has committed unfair deceptive acts and practices and failed to respond in good faith and promptness to a XXXX XXXX letter sent previously " See Attachment ''
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 01089
Submitted Via: Web
Date Sent: 2017-09-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-12
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: On XX/XX/XXXX, at XXXX I called USAA to investigate a misleading inquiry on my credit report. I spoke with a XXXX who transferred me to another representative XXXX. I asked XXXX for a escalation specialists. I was transferred to a XXXX XXXX XXXX. I explained my current situation of a credit inquiry on my credit report and went into detail how their pre-qualification is different than the industry. XXXX explained I was wrong and that a pre-qual is the same as a pre-approval. He stated that because a computer ( Desktop Underwriter ) reviewed the inquiry it has n't gone through an Underwriter that would require income verification, etc. I advised XXXX that the website and company definition is misleading ( initial simulation of income/expenses and obtaining a DTI ratio ) to consumers and he stated, " It 's not. '' I advised that the intent of the request through USAA was to obtain enough information to make a sound decision to either apply for a pre-approval or to not. Through our conversation, he advise that he has made a request for other people to remove the inquiry off their credit due to an error. I then asked if it 's fair that he would do that for other people when my situation was misleading. He said yes, that is fair. I told XXXX he has violated Fair Lending practices by offering other consumers a credit inquiry removal but not for me. He stated, " I have not because it was company error. '' I do n't feel my situation was resolved and asked to be contacted by an AVP/VP. XXXX 's response was, " No. I am not going to give you that information. '' I then asked for his supervisor. His response, " ... .this is going to end with me. '' I asked if I can be transferred to his supervisor 's voicemail, he said, " I can but I will not. '' I asked for his supervisor 's name, XXXX stated, " No. '' " I 'm not going to give you that information. '' I asked for a manager call back, he said, " No. '' I called back and spoke with a XXXX and asked for XXXX 's supervisor information. She offered for a manager call back within 24-48 hours. I feel that I was personally discriminated against due to my current financial situation as XXXX had my credit information in front of him. I was attempting to resolve my concern and was left with a horrible experience from a USAA escalation specialist.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75605
Submitted Via: Web
Date Sent: 2017-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-08
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: Someone requested a credit card on my account when i did n't request it. I had one card and someone else was able to request another one under my account and racked up a bill. They said they could n't do anything for me because they did n't see the fraud happening. So I got stuck with the bill and had to pay it off. Then someone kept trying to get into my account. I was receiving temporary pass codes and I called them and told them it was n't me trying to access it. I had closed all my accounts with them. I was not very happy with their customer service. I was being sent to different people all the time and they said the exactly the same thing.
Company Response: Company believes complaint is the result of an isolated error
State: MA
Zip: 01752
Submitted Via: Web
Date Sent: 2017-09-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-07
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: USAA Bank opened several fraudulent accounts in my name by someone who stole my identity. I have made USAA bank aware that these accounts were opened as a result of fraud, but they have done nothing to resolve this matter. They are reporting to XXXX XXXX XXXX agency that I have had derogatory accounts with them, when I in fact have never had any accounts with USAA Bank. I was the victim of identity theft in 2010 and every since then I have had multiple bank accounts, credit card accounts, and other accounts established in my name by the person who stole my information. I have contacted USAA bank multiple times and made them aware of this situation but they have done absolutely nothing to resolve this. They continue to ignore my requests to remove these fraudulent accounts out of my name, and continue to defame my character by reporting this fraudulent information to XXXX XXXX XXXX when they know and have been told in writing, and by phone that these accounts are fraudulent. XXXX XXXX has also been made aware that these two accounts were fraudulent but they have done nothing to resolve this matter either. They tell me to contact USAA Bank, and I have done that countless times, but it is them that is reporting this fraudulent information to other creditors that is causing me not to be able to open accounts in my name. XXXX XXXX XXXX has informed me that they will not stop disseminating this fraudulent information unless USAA Bank tells them not to. Both USAA Bank and XXXX XXXX are complicit in defaming my character and ruining my ability to obtain banking products in my name due to these fraudulent accounts that were opened in my name with out my knowledge or permission. They have both been informed of this matter and neither of them have been willing to assist me in removing this fraudulent information from my names and this constitutes a violation of the laws that govern credit reporting. 1st. ) Routing XXXX Account Number XXXX 2nd. ) Routing XXXX Account Number XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-09
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I contacted USAA to inquire as to why my credit card reporting status showed under adverse accounts on my XXXX report.I was never late with the account. I was advised that the company closed the account and that is why it is reporting as adverse. I specified the company closed the account because I had to go through a credit counseling agency to get an interest reduction and the stipulation for the reduction was that the account be closed. USAA would not negotiate a lower interest with me even though I was not late. I was instructed to dispute the account with the reporting agency XXXX I filed a dispute with XXXX because USAA stated they would not change the status. Initially, it appeared as closed. However, the completion of the investigation with XXXX now shows the account is being managed by a financial counseling program. This addition to my report caused a decline in which my score went from XXXX to XXXX. If USAA did n't have that notation on my credit report before hand why did they feel compelled to place it on my credit report now.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 48224
Submitted Via: Web
Date Sent: 2017-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-08
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: This complaint concerns a USAA Credit Card. First attempt to pay off the card : XXXX, XXXX ( check never cashed ) Date payment returned with letter : XXXX XXXX, XXXX Date second payment was sent by title company : XXXX XXXX, XXXX ( check never cashed ) Date third payment was sent by title company : XXXX XXXX, XXXX ( check never cashed ) Date wire transfer was submitted : XXXX XXXX, XXXX The total amount of interest and late fees I have asked to be reimbursed based on their letter is {$560.00}. They denied my request on XXXX XXXX and XXXX XXXX, XXXX. In order to pay off the credit card, I refinanced a property. When I sent the check to USAA for the full balance, they returned it approximately 25 days later with a letter stating that they were unable to process my payment since the account number was not on the check and charged me late fees for the month of XXXX. The letter stated that if I re-submitted the check with the letter and first and last 4 digits of the account number, I would be credited with the date of the original payment and would not incur late fees or interest. The title company sent another check, with the account number AND a stub from the paper statement. Approximately 30 days later, the account had still not been credited. I called USAA and they bounced me around to different people since the account had been closed by the other joint owner. After 30 minutes of speaking with different people and explaining the situation, they put me on hold for another 10 minutes after which I was disconnected. I called the title company again who stated that they often have problems with getting USAA to accept payments. They cancelled the second check, issued a third check, submitted it with the statement stub again, and included the appropriate account numbers. Another month passed, with interest accruing, and the account was still not credited with the payment. I called USAA again, and again, they claim they did not receive the payment, bounced me around to several people and departments, and eventually put me on hold and I was disconnected after 30 minutes on the phone. I called USAA the next day to ask if could wire money to the account and they said I could n't. I also asked if their customer records showed I had been trying to pay off the card for almost five months and they said they only have records of me calling, but that was it- no content. I finally dug through their website and found the wiring instructions that supposedly did not exist for " that type of account '' and found them. The money was wired the next day and the account was paid off. I continued to make payments and was charged interest the entire time. Including late fees, which were incurred during the months the checks were sent to USAA but not cashed, the total was {$560.00}. I then contacted USAA twice more to obtain a refund for the interest and late fees incurred during the last 4 months but they refuse to reimburse me for them, despite their letter. My last contact was on XXXX XXXX, XXXX, where I spent 34 minutes on the phone with them, being bounced around to different departments. They refused to reimburse me the interest and late fees and finally put me on hold for 10 minutes and once again, I was disconnected.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76109
Submitted Via: Web
Date Sent: 2017-09-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-09
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: I am disputing all the credit-card charges ( approximately {$15000.00} plus ) of my former husbands on a defunct USAA credit-card account that USAA has used to lower my credit score from 820-840s to the low 600s. This USAA account was opened XX/XX/XXXX by my ex-spouse. We were married on XX/XX/XXXX. The separation agreement was court authorized onXX/XX/XXXX. Living in the state of Arizona, after that official date of separation, Arizona law states that all credit-card purchases are the sole responsibility of the person who made the purchase/transaction. In addition, as a part of that separation document, all open joint and individual credit-card accounts were listed, copied from a credit report. My ex-spouse signed that acknowledgement of the accounts. There is no USAA card listed. We divorced with my former husband residing in the XXXX area and I in XXXX. Some time after the XX/XX/XXXX divorce my ex-husband somehow had the account reactivated. I had no knowledge of the account 's existence or of any of the charges. My ex-husband suddenly XXXX XXXX on XX/XX/XXXX. USAA was notified by the Personal Representative of my ex-spouses XXXX. At that time it appears that USAA transferred all the charges to my name ( only ) and began to call me demanding payment. I explained the situation but the calls persisted. I tried to educate each caller, many acted as if they did not have any information except the total amount due. One stated that the debt was subject to national laws not the state laws ( untrue ). The USAA agents would not even provide me with the account number! During these calls I requested copies of historical records that were ignored by USAA. They also began calling my daughter. She stopped taking any calls from unfamiliar numbers. The estate 's Personal Representative subsequently called USAA and provided the address of the probate attorney for USAA to forward the information regarding the debt. USAA did not send notice to the estate, and continued to call me. I sent a cease and desist letter to USAA on XX/XX/XXXX and the telephone calls stopped but the " non-payment '' and " in arrears '' notices on my credit reports caused two other credit-card companies ( XXXX XXXX XXXX XXXX and XXXX XXXX XXXX ) to cancel cards. I sent a letter to XXXX on XX/XX/XXXX explaining the situation but they replied with a letter stating they defer to USAA 's reports. USAA subsequently sent the amount due to a collection agency, the XXXX XXXX. They began to call. When I explained the situation they put the account on hold, and sent me copies of recent USAA statements with my name on them ( that I had never seen, they had been sent to my ex-husbands address in XXXX ) that only show the amount owed and accumulating non-payment and interest charges, no historical purchase information. After a second letter from XXXX saying they once again were asking for the funds, I called them on XX/XX/XXXX. XXXX advised since I was disputing the charges they were going to refer the account back to USAA. I subsequently called USAA but they did not have the files back on their computer system.
Company Response: Company believes complaint is the result of an isolated error
State: AZ
Zip: 857XX
Submitted Via: Web
Date Sent: 2017-09-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-06
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: On or around XXXX XXXX XXXX I reported to USAA that two of the three cards in my name through them were opened fraudulently that it was in fact not I who applied for them. Also at that time I informed them that the one that I had in fact applied for was also being fraudulently used. That I knew who it was, that it was a person I was previously in an a XXXX XXXX and XXXX relationship with. I kept in contact with USAA and spoke with them several times between the time I made my report in the beginning of XXXX, until the XXXX of XXXX where they informed me that my case was denied and I was deemed liable. Their reasoning being that they could n't see any fraudulent activity do to that all the cards were being used locally and at the same locations, which I told them would make since do to the fact that it was a person I was living with doing it. I offered USAA a copy of the police report which contained the name of the person I was informing them it was, the person I was living with at the time of the fraudulent activity and they did n't find that information to be pertinent. At this point they except me to pay all charges both justified and fraudulent.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 129XX
Submitted Via: Web
Date Sent: 2017-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-04
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I keep getting the XXXX XXXX from this company. I have tried 5x unsuceesfuly, especially afteer getting hosed by XXXX, and some customers XXXX on the 1st of the month ( a mil payday ) to access funds. I have a severe plumbing issue and I need things from XXXX or XXXX. I was unlawfully denied because XXXX was shooting " unamerican bitcoin cash outers '' in the foot. When I highlighted this after 6 hours or more of tweeting, the card let some transactions thru. I was called " unamerican '' for an XXXX XXXX account secured CD I tried to open and my info is continuously out of XXXX reported to me, even though somehow the bank has my info. Sent info to XXXX and usaa but I keep getting the PC XXXX instead of " getting XXXX straight '' ( as chief says ) with the bank. THis is the 3rd bank im having XXXX with and XXXX DESERVE BETTER than this XXXX organization that treats us worse than trash. they deserve less than the reputation listed online and can XXXX XXXX complaints in the XXXX XXXXIf treat people this way, DONT EXPECT POSITIVE REVIEWS AND TWEETS. unlawful reporting as ABUSIVE to twitter is a 1st amendment violation and illegal censorship. companies do not have the right to choose how info or what info gets leaked about them because of thier bad actions. this is also a trend. XXXX payments take over 3 mos to move. balances have been refused to be sent to my other accounts and the option to add more isnt working, as is half of thier website on a ongoing basis. This is why I left regions.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 373XX
Submitted Via: Web
Date Sent: 2017-09-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A