Date Received: 2017-07-17
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: XXXX XXXX IS REPORTING DELINQUENCIES OF 30 AND 60 DAYS ON MY CONSUMER REPORT. IT HAS DAMAGED NY CREDIT SCORE BY XXXX POINTS. I CALLED THEM AND THEY SAID THERE ARE NO SUCH ITEMS BEING REPORTED. HOW DOES THIS GET FIXED? THE XXXX BUREAUS SHOW IT. XXXX SAID IT IS N'T SO.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 37069
Submitted Via: Web
Date Sent: 2017-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-14
Issue: Trouble using your card
Subissue: Credit card company won't increase or decrease your credit limit
Consumer Complaint: On XX/XX/XXXX , I applied for a USAA Limitless Cashback Rewards Visa Signature credit card. The application was declined, with the following reason provided : Maximum credit extended. I inquired to USAA if I could be approved for the card by reallocating a portion of the credit limit on an existing USAA credit card to the new one. USAA responded that it would be possible to lower the credit limit on the existing card and reapply for the new card. I agreed to have the credit limit on my existing card lowered by {$6000.00} on the condition that the application for the new card be reconsidered, so that a second hard inquiry on my credit report would not result. USAA proceeded to lower the credit limit on my existing card by {$6000.00}, but informed me that a new application would be required for the new cardwhich would result in a second hard inquiry to my credit report. I would have expected that USAA would have confirmed if a new application was required before taking the action to lower the credit limit on my existing card, and was surprised by the poor interpretation and communication about the original request. When I informed USAA that I did not want to proceed with a new application on the basis of it causing a second hard inquiry, USAA refused to reinstate the {$6000.00} credit limit on my existing card.
While I appreciate that USAA took the time to consider a rather unusual request to reallocate a portion of my existing credit limit, I made it very clear that I did not want to incur a second hard inquiry on my credit report while attempting to be approved for the new card. As Im sure USAA is aware, a hard inquiry negatively affects ones credit score. I did not want this exchange to leave me with two h ard inquiries on my credit re port ( one was a lready pulled with the initial application ). Furthermore, since the basis for the decision of the initial application appears to have been made based on a USAA policy ( maximum credit extended ) rather than my creditworthiness, I see no reason for USAA to have required a second hard inquiry to reconsider the application after the reduction of the credit limit of my existing card.Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 49418
Submitted Via: Web
Date Sent: 2017-07-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-14
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I intend for this to be extremely direct and to help highlight some of the important details which I have experienced thus far -- since the theft of my personal property/identity on Friday, XXXX. Some of these details are where are I believe USAA has improperly handled my case/account. Please keep in mind that all of the phone calls with USAA are recorded and on file somewhere -- because I believe these greatly help my case.
Friday, XXXX, my phone and wallet were stolen and used fraudulently. Saturday, XXXX, upon notice of stolen property and original misuse of ATM Debit card, I immediately called USAA from my roommates cellular phone -- ( XXXX ) XXXX. I was shocked to see unauthorized ATM transactions listed on my account with the use of my stolen property. I was also responding to an automated USAA Alert about Suspicious Activity on my account. During this phone call I was in shock and panic about the events leading up to, during, and after the theft of property/funds, and continued theft of funds. A USAA representative was able to immediately put in an order for new USAA debit and USAA credit cards. The representative also informed me that my account would be sent to Fraud Claims -- and that my accounts would be frozen & locked for investigation into the recent suspicious activity. My accounts were NOT frozen as I was told. I deliberately asked the representative if I needed to provide any additional information, and deliberately asked if it was in my best interest to file a police report, in the interest of recovering the stolen funds. I was specifically told : NO -- it would NOT be necessary to file a police report because USAA does all of their fraud claims in-house, and do not work with the police during their investigation. Sunday, XXXX, & Monday, XXXX, & Tuesday, XXXX, I continually call USAA in order to check on the status of my account. Keep in mind this is a vigorous process without owning a cellular phone at these points in time -- and you will also see that none of these calls were from my registered phone number, since my phone was stolen. I attempted to check the status of my account multiple times, and to continue to try to keep up with the investigation process so that I could be as aware and as helpful to USAA as possible. I even at one point, told a representative that I was worried about USAA e-mails outlining a volatile DROP / INCREASE / DROP / ETC pattern on my account ( s ). The representative ASSURED me that this was normal as part of the process for a fraud investigation -- I believe he/she told me that USAA will deliver portions in chunks, and then withdraw them back if needed, and to disregard any activity on my account during the fraud investigation In fact, the volatile activity on my account was actually continuing fraud on my NON-frozen account. The criminals were using my cell phone to deposit fake checks and to make electronic payments directly from my checking account before the fake checks would bounce. Wednesday, XXXX, I was able to purchase a new phone from XXXX XXXX ( with money westernunioned to me from my brother ). I call USAA again to check the status of my accounts -- and this time after be transferred multiple times, and not taking no for an answer, I was patched through to what I believe to have been the USAA Security team. XXXX and XXXX were both very helpful in describing what had been going on with my accounts for the previous days after the original theft -- they informed me that in fact, my original claim had been mishandled by USAA and that they were APPALLED about my entire experience thus far. XXXX told me that I should ABSOLUTELY file a police report -- which I have now done twice. And she told me to contact the credit bureau as well, which I have done -- XXXX -- in order to place a fraud alert on ALL of my credit activity. After a dropped call, XXXX reiterated similar information as XXXX. XXXX then assured me that my case would be immediately sent over to the Financial Crimes Department -- where it would be reviewed on an expedited catastrophe level basis. She told me that people with my wallet/phone were using my cellular phone to deposit bogus checks, and withdrawing all of the immediate funds before the checks would eventually bounce. She tells me that this was able to occur MULTIPLE times. Absolutely none of this should have ever been allowed had my accounts been tended to correctly on the original file for Fraudulent Claims -- my accounts should have been properly locked on Saturday, XXXX. Even beyond USAA 's first error -- my accounts should have been reviewed PROPERLY with respect when I called each day after XXXX -- and I would have been able to freeze these continuing fraudulent deposits/transfers immediately!! She told me that I would receive a phone call personally from your office in the time period of 24-48 hours. She also reassured me that my account would absolutely be frozen this time, and ordered me yet another set of USAA debit and USAA credit cards. She also reassured me that everything would be sorted out. However, she did not mention that the new fraudulent activity was actually bank transfers -- she described the activity as withdraws. I file an original police report to Chicago Police Department with R.D. No. XXXX with the complaint that my wallet/phone/keys were stolen from my person, in order to use my cards to drain my bank accounts. Thursday, XXXX, & Friday, XXXX, I wait patiently for a telephone call from USAA Financial Crimes Department. ( no call ) Saturday, XXXX, I call USAA to check the status of my pending fraud claims -- and as you may imagine, I am extremely distraught and losing patience at this point in time. I have not been able to afford adequate meals, and I am missing 20+ hours of work in order to work with USAA to fix what should have been prevented from the original phone call. Once again, to my surprise, XXXX from Executive Resolutions tells me more undesirable news. She informs me that there are missing records on the original ATM/Debit claims. She also informs me that as a customer of USAA, I am not covered under the Zero Liability Policy for outgoing bank transfers -- and I believe this is the first I am hearing of this -- seven days after the first of four ( as Ive been told ) outgoing, unauthorized, fraudulent transfers. I will absolutely under no circumstance allow USAA to fault me for what totals to be approximately {$3800.00}. XXXX informs me that the original fraud claim ( during which my account was NOT locked ) did refund ( yet only partially ) for the original submitted obsessive, and in my opinion obviously fraudulent, ATM/debit charges. XXXX informs me that the following transfers have taken place : XXXX {$1000.00}, XXXX {$750.00}, XXXX {$610.00}, XXXX {$380.00}. She reassures me that my account should have been locked from the original phone call as I was told -- on XXXX. Even beyond that, I should have been properly informed upon each, or any of my several phone calls between XXXX and XXXX. Had USAA correctly handled my situation, either on XXXX, or on any one of my followups previous to XXXX, USAA could have done what it should have done in the first place -- which is to protect me, the customer, and to handle my situation seriously and correctly. Because of the continued and repeated lack of courtesy, seriousness, and correctness that I have received from USAA in general, and because of new information provided by the helpful XXXX from USAA Executive Resolutions, I re-visited the Chicago Police Department today to file a new more in depth police report. I sat with a Sergeant of the Chicago PD for approximately 3 hours to file a new and updated police report with R.D. No. XXXX. The Sergeant was very accommodating, and made sure to include the entire nature of the crime -- including the criminal use of stolen property in order to defraud me, and to steal what totals to be ~ {$3900.00}. I have not yet been assigned a detective, but I will be calling USAA daily again in order to further protect myself. As of right now I believe that it is USAAs duty to acquire the physical Police Reports with numbers : XXXX XXXX and to work their best to review all of my records & phone calls in order to determine that I have, in fact, been let down by USAAs customer service and by USAAs improper handling of my claims since my original calls on Saturday, XXXX. The police Sergeant told me that I do not have access to the actual reports -- but said that as an institution, you may be able to acquire copies after any choice information is redacted. ( Please note I am paraphrasing the Sergeant here -- I do not fully understand the legal terminology he used -- but I understand the fact that he told me to provide you with the two documents following this page, as they pertain to police reports mentioned above. ) During the week of XXXX I was notified that my claim was again denied -- - and I fought to have it reopened. Since then, I have been credited for ~ {$870.00} of unauthorized ATM/debit payments, but still have not seen a penny of the unauthorized transfers ( which were made possible in large due to multiple errors on USAA 's side ) I called USAA on XXXX again to discuss the open fraud case and was told that it was still pending investigation -- and to limit my calls to approximately once a week. I called USAA again either XXXX or XXXX to discuss the case -- and was told that it was still pending. I called USAA today, XXXX to discuss the case and was told that it has been closed and I have been denied my claims for the four obviously fraudulent transfers -- XXXX {$1000.00} -- XXXX {$750.00} -- XXXX {$610.00} -- XXXX {$380.00} -- And I have been told that I am responsible for this. Which is absolutely insane to me. None of these transfers would have ever occured if USAA had frozen my account from day 1 ( XXXX ). Even further, these transfers could have been stopped and reversed immediately if USAA had responded to my concerns of a highly fluctuating balance which was being sent to me in recurring e-mails over the period of XXXX, XXXX, XXXX.Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 61801
Submitted Via: Web
Date Sent: 2017-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-14
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: WIthout notice or reason USAA closed my checking account. Prior to this they restricted my online account access preventing me from transferring money or using the bill pay service. However a rep went through the charges on my account to verify over the phone. As my online account access was frozen in XX/XX/XXXX , preventing me from using the bill pay or electronic transfer services provided with the account. I requested further information regarding an ACH Debit on XX/XX/XXXX as it had no identifying information, and it would have been impossible for me to initiate the transaction electronically. The ACH was for {$4000.00}. To date I have not received any information regarding this ACH debit.
Additionally, USAA charged me an {$8.00} fee to send me a check to provide the funds which were held in the account for months. As they closed they account they should have provided my funds without a service fee and as soon as the account access was restricted.Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-14
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: USAA bank has been my primary bank fo r 7+ years, and the communication speed of their online services is very slow.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 326XX
Submitted Via: Web
Date Sent: 2017-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-14
Issue: Communication tactics
Subissue: You told them to stop contacting you, but they keep trying
Consumer Complaint: have told them that I will pay once I receive the money from the buyer to settle this debt
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77340
Submitted Via: Web
Date Sent: 2017-07-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-13
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I opened an account with USAA on XX/XX/XXXX. A transfered was completed from my existing account with XXXX XXXX XXXX to USAA. Then I completed the online documents provided by USAA.
A call was made to USAA on XX/XX/XXXX because the account reflected a " hold '' until XX/XX/XXXX. The customer service representatives could n't tell me why there was a hold. All they would said is the account is under view. However, no one has been assigned to review the account yet. So I was advised to call back next week. How can this institution agree to open a new, acceptance funds from another bank, and then place a hold on those funds without any real explaination until XX/XX/XXXX?Company Response: Company believes complaint is the result of an isolated error
State: AR
Zip: 72034
Submitted Via: Web
Date Sent: 2017-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-13
Issue: Problems at the end of the loan or lease
Subissue: Unable to receive car title or other problem after the loan is paid off
Consumer Complaint: In XX/XX/XXXX, USAA issued me a Form XXXX in the amount of {$2400.00}, in which they relinquished their rights to collect on a default loan against a XXXX XXXX XXXX. In XX/XX/XXXX, I paid taxes on the Form XXXX. When I contact USAA to request the title for the vehicle I was told that, even though they voluntarily give up the right to collect against the loan, they would not send me the title. USAA claims they still have a interest in the vehicle, even though I 've paid the taxes and that a new Form XXXX would not be amended even if I paid any amount towards the vehicle.
I feel that the lien on the title should be released and issued to me.Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 458XX
Submitted Via: Web
Date Sent: 2017-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-13
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: USAA reporting late payment and upon review of documents submitted previously I still maintain the following which this company has yet to address : " USAA Federal Savings Bank has been sending documents to an incorrect address. My physical address is NOT my mailing address. On XX/XX/XXXX USAA purportedly sent notice that I was a co applicant on a loan. This letter would have been returned to sender. However, had I received the document I would have discovered that the information was incorrect and could have avoided what has transpired in XX/XX/XXXX '' SEE ATTACHED EXH A.
Sure they called XXXX XXXX several times but we all know the amount of nusiance calls received, however, that does n't get USAA off the hook for failure to contact me. I checked my credit report and it lists my employer and phone number. They could have easily contacted me to resolve the missed payment. I also have the absolute right to know I signed for a loan and review for proper contact information. If this turned out to be fraud what would USAA do exactly. They fail to address my issue or return my phone calls. Look I am still in XXXX and this has tanked my credit score. I have attempted to contact USAA and left numerous voice mails and NO ONE returns my call. Who do I complain because this company does n't return phone calls.Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-11
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: United Services Automobile Association ( USAA ) Federal Savings Bank debited my checking account twice for the same check number. I found the banks mistake quit by accident. when reviewing my monthly checking account statement i noticed the same check number processed twice for the same amount of money. The first time on XX/XX/XXXX for {$150.00} and second time on XX/XX/XXXX. I reported the banks error to them and they have since credited my account for their {$150.00} error. In conversation with the bank employees, they told me that this situation has been reported to them by other clients in the past. When asked if the bank every finds the mistakes, I was told NO, each time the client is the one who reports the error. I asked how many times the mistake has been made in my account without me catching their mistake and I 'm out the money. They said there is not way of telling. They also told me that each month on my statement it says to review the statement and report any errors to the bank. That was the method the bank employee explained I should prevent this situation from occurring. I told them that a bank should have checks and balances that prevent this from ever happening. I do n't claim to know anything about the bank accounting best practices but I would think they have computer software that would prevent or alert them when this situation happens. The USAA bank person gave me no assurance that it wo n't happen again. After I reported their error, no bank person contacted me to say what caused the situation.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 553XX
Submitted Via: Web
Date Sent: 2017-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A