Date Received: 2017-08-27
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: I am the durable power of attorney for my mother. She has XXXX XXXX and was declared by her doctors on X/X/17 to be incapable of conducting her own affairs. The doctor supplied documentation to that effect. That documentation as well as the POA paperwork was supplied to USAA where she holds a credit card account. Despite notations on her account that no changes are to be made without authorization by the POA, changes have been made on a daily basis per her request with no effort whatsoever to contact the POA. I have been told on multiple occasions that despite the supporting documents, she as a member, still has a right to authorize changes. This is catagorically incorrect. This is a woman who had the foresight to put measures in place while she was sound of mind, to see to it that she and her finances were protected-even from herself. Call center staff are making their own decisions with regard to the legality of the situation and are putting she and her finances at tremendous risk. I do n't know how to stop it since I have been informed that there is no way to eliminate her membership.
Company Response: Company believes complaint is the result of an isolated error
State: NH
Zip: 030XX
Submitted Via: Web
Date Sent: 2017-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-26
Issue: Struggling to pay your loan
Subissue:
Consumer Complaint: I am writing in reference to a negative pay status which has been placed on my credit report, per USAA ( USAA, account #, XXXX XXXX XXXX XXXX XXXX, Tx XXXX, with a payoff balance of {$7800.00}. In XX/XX/XXXX, my husband Filed a Bankruptcy, Chapter XXXX. His BK, XXXX requires his to pay back 100 % of his debt. Within 1 month USAA has sent 2 different comments to the credit bureaus in reference to a negative pay status on my credit report. One was on XX/XX/XXXX, and the next comment was 16 days later, on XX/XX/XXXX. The comments are vindicated, the comments state the account is open, closed, charged off, sent to collection, profit loss, delinquent and write off. Which in fact the account has been included in the BK XXXX. I have read, the above charge off comments, are established after 6 months, not 1 months, as USAA has done. I filed a dispute with the three different Credit Bureaus, XXXX has completed their investigation and the Results summary states VERIFIED AS ACCURATE AND UPDATED. USAA is trying to receive payment twice while trashing my credit, providing they are receiving 100 % payment from my husband BKXXXX,
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30014
Submitted Via: Web
Date Sent: 2017-08-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-25
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 XX/XX/XXXX I was charged {$1700.00} and on XX/XX/XXXX I was charged an additional {$2900.00} from XXXX XXXX XXXX. On XX/XX/XXXX when I received my statement, I disputed the charges with the merchant. They then turned around and tried to charge me again for {$3800.00} however the transaction was denied as I put a temporary freeze on my account which then resulted in me closing the credit card account altogether. OnXX/XX/XXXX I was contacted by XXXX XXXX, the third party mediator that represented XXXX XXXX XXXX, to try to resolve the matter. Conversations, both phone and email transpired over the course of the next two months. However after XX/XX/XXXX all communications stopped from XXXX XXXX despite my many attempts to reach out. I followed up again on XX/XX/XXXX, XX/XX/XXXX, and again on XX/XX/XXXX, again all with no responses to my emails or phone calls. I also attempted to reach back out to XXXX XXXX XXXX on three separate occasions, but again, no responses were ever received. InXX/XX/XXXX I called my credit card company, USAA, and notified them of the dispute, they advised that I would need to send the dispute in writing and provided the address to do so. The representative also provided me a copy via email of the statement that I needed to include with my dispute. I was advised at that time that the dispute resolution usually takes 60-90 days. I waited until XX/XX/XXXX to follow up with USAA in regards to the dispute in which I was told it was still " in process '' and to allow additional time. I called back in XX/XX/XXXX and was then advised that the dispute had never been processed ; they apologized and said it would be expedited. I called back on XX/XX/XXXXfor status, spoke to a representative named XXXX and he informed that the dispute had been closed in my favor and that a full refund check was already in route to me and expected to be received byXX/XX/XXXX. On XX/XX/XXXX, I did n't receive the check and called USAA back. My first call with USAA on XX/XX/XXXX I was told that no claim was in the system, so I asked to speak to a manager and in process was disconnected. I called back and was then told that the claim had been processed that day and that the previous representative lied to me because they closed the claim with no payment because dispute was outside of 60 days. I advised the representative that per the terms of the agreement and the very language on the back of the statement, the 60 day window only applied to errors and or mistakes made on billing statements. This was not an error, it was a dispute and my claim met all the requirements, it was less than 100 miles from my home and in my home state and was for over {$50.00}, and was used on my credit card and not a cash advance. She said she was n't sure what to tell me at that time and again apologized for the previous representative telling me that I would be refunded. I asked for a manager and was then told one was n't available and that they were n't in the office that day. They refused their name and the alleged analyst 's name that apparently just reviewed my claim today, XX/XX/XXXX. All of these calls are recorded with USAA and should be pulled for evidence to support these claims.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 630XX
Submitted Via: Web
Date Sent: 2017-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-25
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Usaa would n't credit my account with an international wire even though I had documentation proving it was mine. The company wo n't do anything to help me
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28304
Submitted Via: Web
Date Sent: 2017-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-24
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: My husband and I both had significant job loss during the recession. We kept paying all of our bills. I had to start a business to make ends meet and when I had billing issues was unable to make the full payment on one of our cards ( I paid XXXX rather than XXXX ) and did keep up with the other which was a slightly lesser amount XXXX as opposed to XXXX. I spoke with them to work with us as it was temporary and we were doing everything to stay current, pay our debt and protect our credit. One day XXXX XXXX 2016 I called to make a payment and was told the XXXX had been XXXX XXXX out and was forgiven by USAA Bank who I have been with for 30 years. I called the CEO 's office and told them I did n't want them to do that as I was concerned about possible credit issues and I was PAYING them. I also did n't know if there would be a tax liability we could not afford. This year, no XXXX came and them after preventing us from paying them as the account no longer was accessible they put us into collections all the while keeping the other open and continuing to make payments. They closed both of the cards/accounts and denied access to our online ability to pay or communicate. I contacted the CEO again to say this is fraud and we have been deceived and their individual there XXXX XXXX refused to call me back. It has now been several weeks. I never get my documents via mail as requested only bills. I have stayed current with all other accounts but they have strong armed be to now auto deduct my home and auto insurance payment. Additionally they have been crashing my credit as if I have NOT paid them for over a year and I had no idea. I told them I am not getting correspondence and they sent me a letter saying that I can access the online account. They are the ones that locked it. THIS IS INSANE. Thanks for your attention to this matter. I am dismayed that I can not trust these people. They also hold my second mortgage, and told me the property valued which it has not for the past 14 years. I have paid them irregardless but they have no accountability for providing a bogus appraisal that would have prevented and interest only situation that is now starting to increase. We are trying to sell to get them paid and now they have after all these years are the very people stopping us from buying or renting a way forward!!! Sincerely, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 55304
Submitted Via: Web
Date Sent: 2017-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-24
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: On XX/XX/XXXX and XX/XX/XXXXmy card identity was stolen and used for two charges of over {$3000.00} through XXXX. I informed the credit card that I did not authorize these charges. They took care of one charge but the other one they are claiming I authorized through XXXX. I sent them my XXXX account which is a business record and 100 % shows that I did not make these purchases. And have never made big purchases with my credit card or XXXX. Depsite this, they informed me through e-mail that they had proof from the XXXX XXXX that I authorized the card and were going to make me pay for the charge stemming from this " proof ''. Noteworthy, they did not send me anything through the mail just a link on their website. When I attempted to look on the website for this so called " proof '' all I got was " error ''. The Credit Card Company is USAA XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19426
Submitted Via: Web
Date Sent: 2017-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-21
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: The USAA FEDERAL SAVINGS BK policy requires adverse reporting to credit bureaus for seven years for accounts which have been PAID IN FULL following placement into profit and loss status. USAA is taking advantage of protection provided by a FCRA that does n't exist. FCRA Section 1681c relating to Accounts placed for collection or charged to profit and loss does not directly or specifically include accounts charged to profit and loss which have a CURRENT PAID IN FULL status. The law clearly states Accounts placed for collection or charged to profit and loss WITHOUT specifying reporting of accounts which have a PAID IN FULL status following a charge to profit and loss. I do not believe the INTENT of this FCRA law is to penalize a debtor who has PAID HIS DEBT IN FULL AT ANY TIME. Continued adverse reporting to credit bureaus penalizes the consumer AFTER he has paid his account IN FULL. Additionally, as a result of the lack of inclusion of accounts which are paid in full status under FCRA, USAA has no right to maintain and adversely report information which the government has deemed nonexistent and not covered under this law.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20659
Submitted Via: Web
Date Sent: 2017-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-22
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: This is not a duplicate complaint. In a prior complaint, USAA inaccurately reported prior information that a paid charge off had a balance due to XXXX and XXXX. USAA responded to that complaint by re-correcting those tradelines, although they should have been deleted. Now, USAA is inaccurately reporting that same inaccurate prior information that a paid chargeoff has a balance to XXXX. This occurred on XX/XX/XXXX. I have attached the accurate reporting as of XX/XX/XXXX, and the new inaccurate reporting as of XX/XX/XXXX. XXXX 's system does not allow me to dispute this issue since I disputed it the first time this occurred and XXXX thinks this is a duplicative dispute, which it is not. USAA previously corrected but has now reverted the data to be inaccurate again. As 30 days have passed and the information is inaccurate, it must be deleted according to the FCRA. This is a repetitious and ongoing problem for USAA, and thus far the bank has not taken corrective action that prevents inaccurate reporting of prior information on its tradelines to the 3 credit bureaus. I recommend the CFPB investigate whether this is an ongoing problem at USAA that affects numerous consumers besides myself.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-08-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-23
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: Back in XX/XX/XXXX USAA switched me from a XXXX to XXXX card. However, their payment system still showed the defunct XXXX with a XXXX balance. I accidentally paid the XXXX {$2000.00} and their system accepted it - even though there was NO balance on it. I paid off the proper accounts and USAA refunded the {$2000.00}. But, a negative {$2000.00} appeared on the defunct XXXX when it should show XXXX - and why is the card they shut down still being shown on their payment system is beyond me. Service rep made up some story about " banks hitting the card ''. The {$2000.00} was removed from the XXXX and is now on the XXXX card with fees and interest. No description as to what it is or where it came from.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30102
Submitted Via: Web
Date Sent: 2017-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-17
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: I have been receiving multiple calls a day on my home phone as well as on my cell phone, from morning to evening, from representatives of U.S.A.A. concerning an outstanding credit card debt of mines. The frequency of the calls has now become harassment. I started receiving frequent calls from this company months ago, I spoke with a representative from the company about my debt and explained that I was experiencing a financial hardship and would be making a small payment at that time, and that I would pay more on the debt as I was able to do so. I followed through with my promise to pay, but this did not stop the calls, within this last month I have been receiving multiple calls every three days ... non stop ( morning to night ). Even after making payments, the calls still keep coming. Two weeks ago I made a substantial payment and I made another substantial payment on Friday, XX/XX/XXXX. However, Monday morning, XX/XX/XXXX, I received another call from U.S.A.A. requesting another payment, and each time that I do speak with a representative from U.S.A.A. I feel as though I am being integrated about why I am unable to pay, as well as pressured and coerced into making a payment. I expressed to the representative that I had just spoken with someone concerning this matter three days ago and that I had spoke to several representative prior to that time, and that my situation had not changed within the past three days. The representative then told me that it is their policy at U.S.A.A. to call the consumer every three days to collect on the debt. On Monday, XX/XX/XXXX the U.S.A.A. representative even went as far as to ask me ... Why I could no longer make consistent payments? If I received unemployment? If I could borrow the money from a family member, when I explained to her that I was currently out of work. And she then followed up by telling me that if she was unemployed what she would do in order to make the payment, which I found to be very discourteous, offensive, humiliating and insulting. I then told her that I would make a payment on this coming Friday, XX/XX/XXXX for the entire amount, just to end the phone conversation because I was so upset at this point. Today, XX/XX/XXXX like, as promised by the representative on XXXX XXXX, I received another call from a U.S.A.A. representative concerning the same debt, who once again began to harass me and pressure me into paying, even after I stated to the representative on XXXX XXXX that I would be making the payment in full on XX/XX/XXXX. I have since borrowed the money as instructed by the representative on XXXX XXXX and I will be making the payment in full on XX/XX/XXXX if everything goes as planned. But meanwhile, I want the harassment to stop and I wish for all communication with U.S.A.A. to be by letter form only.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23320
Submitted Via: Web
Date Sent: 2017-08-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A