Date Received: 2017-07-11
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: USAA has violated the timeline for investigating billing disputes and overturned it 's previous final decision a year after it was made in my favor, stating I reported fraud multiple times. However, this statement was false. Originally, in attempts to correct errors made by USAA employees, USAA continually re-entered the same fraud report on 4 different occasions which I am aware of. Despite finally correcting the error a year later they reversed their decision based off incorrect statements made by them.
Regardless of the above statement, USAA was made aware of my request for supporting/investigative documentation, which it failed to provide. USAA was also made aware of my re-assertion of the billing dispute as these were fraudulent charges. USAA was supplied with my FTC and Police reports. Sadly, USAA has failed to provide notice of their receipt of my re-assertion of billing dispute. UNDER FCRA Section 623 ( a ) ( 8 ) If a consumer notifies a furnisher that the consumer disputes the completeness or accuracy of any information reported by the furnisher, the furnisher may not subsequently report that information to a CRA without providing notice of the dispute. USAA however, has reported the entirety of the balance to the CRA and failed to report notice of the dispute. Instead USAA has reported the dispute as being resolved falsely. Additionally, A furnisher may not furnish information that a consumer has identified as resulting from identity theft unless the furnisher subsequently knows or is informed by the consumer that the information is correct. Section 623 ( a ) ( 6 ) .USAA is in violation as they are reporting information the have been repeatedly notified of and given the supporting documentation that their report is incorrect. If a furnisher learns that it has furnished inaccurate information due to identity theft, it must notify each consumer reporting agency of the correct information and must hereafter report only complete and accurate information. Section 623 ( a ) ( 2 ). Yet, USAA has failed to do this, reporting information they have been notified was the result of identity theft repeatedly. USAA states they have done so by re-investigating the charges after the timeline to do so had long been expired. Additionally, they have failed to produce the documentation and information as repeatedly requested and required of them. Furthermore, their " results '' are fail to accurately prove my liability for the charges. Stating I am responsible for charges at a hotel which I am a rewards member of. I am a rewards member of the majority hotels in North America. This is no way proves my liability. Regardless of their re-investigation none of that matters as the re-investigation itself and subsequent actions taken by USAA are in violate the timeline set forth to investigate and provide resolution for billing disputes. They seem to ignore this fact at every turn. According to the FTC After you giving USAA a copy of a valid Identity Theft Report, they may not report fraudulent accounts to the credit bureaus. However, they have continued to report charges previously identified as fraudulent to the CRA 's despite having been provided the FTC and police reports.Company Response: Company believes complaint is the result of an isolated error
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-07-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-10
Issue: Problem when making payments
Subissue: You never received your bill or did not know a payment was due
Consumer Complaint: Under the fair credit billing act the creditor must i have requested proof and clarification of charges in dispute, an addition to my balance which cause is yet to be displayed. I have not received written statements for my credit cards until the most recent billing statement. However, on two of my cards the balance increased without evidence of the charges made. Meaning USAA violated the time frame allowed by law to finalize billing disputes and reversed a decision it made over 12 months prior. However, these reversals are not explained or shown on any statements. Since USAA restricted my online access I have been unable to get an accurate understanding of how much was charged back. Furthermore, I re-established my dispute of these charge backs as well as a few other billing disputes but have yet to receive written acknowledgement of these disputes.
Seeing as there has been no clear or detailed explanation of how my current balance came to be, and USAA in a response to several CFPB complaints informed me they found me responsible for under {$2000.00} in previous charges, it is unclear why my statements have risen by over {$6000.00}. I have made over a dozen requests and filed several complaints with the CFPB with this request and refusal of USAA to provider documentation to support the increased balances, explain the charges, verify charges previously disputed and found in my favor, all the investigation results and accurately depict my balance. These have all gone unheard. Thus, I have no way to pay my credit card bills seeing as I have not received accurate or detailed statements. USAA has failed to properly reflect charges or payments to my credit accounts.Company Response: Company believes complaint is the result of an isolated error
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-10
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: When I signed my loan I originally agreed to electronic billing. However since then USAA has restricted my access to USAA.com. My loan had been setup for automatic billing through my USAA checking account, which USAA has thus since closed with no warning reason or clear explanation. Since then I have made multiple calls and they have received notification I have not received my statements, and requests for delivery. USAA has stated on multiple occasions they will send me a statement in the mail, so I know how much, when and where to sent my payment. Most recently they informed my because I agreed to online billing they would not send me a statement. This poses a problem as I have no way of receiving the statements or paying my bill accurately or on time due to USAA 's direct and devious actions.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-10
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: IN MY PREVIOUS DISPUTES TO BOTH CREDIT BUREAUS XXXX AND XXXX REGARDING USAA FEDERAL SAVINGS BANK WAS UNSUCCESSFUL. BOTH BUREAUS CHOSE NOT TO REMOVE THE INCORRECT DATA FROM MY CREDIT FILE.DESPITE SUPPORTING DOCUMENTS THAT DISPUTES THE INCORRECT REPORT BOTH BUREAUS CHOSE TO ACCEPT USAA FEDERAL SAVINGS BANK 'S DATA.AGAIN, I HAVE ATTACHED ADDITIONAL SUPPORTING DOCUMENTS TO INCLUDE THE VEHICLE TITLE SIGNED BY A USAA REPESENTATIVE DATED X/X/2011.
Company Response:
State: AL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-07-24
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-09
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: It unlawful to discriminate against anyone who has exercised any rights under the Consumer Credit Protection Act.Yet, directly after exercising my rights, filing a complaint with the CFPB USAA first limited my account access to all my accounts with no explanation, then froze my available credit only to finally close the majority of my accounts. The accounts they did not close, they have refused to grant me online access as well as refusing to mail me statements. Thus I do n't have any way of knowing what and when to pay. Their explanation for refusing to send statements to my remaining accounts was that I agreed to receive documents online thus they are unable to send statements. Yet it was they themselves who are preventing me from viewing the statements online. In addition they also began reporting negative information despite the accounts being in dispute.
This was all done shortly after I filed a complaint with the CFPB in regards to their reversal of a finalized billing dispute a year prior, as well as their refusal to provide any documentation.Company Response: Company believes complaint is the result of an isolated error
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-09
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: According to federal consumer laws, mainly The Credit CARD Act of 2009 banks are required to provide at least 45 days notice of any significant account changes.Without notice USAA restricted my online account access and shortly there after cancelled my account. No notice, explanation or documentation ( which was requested numerous times ) has been provided.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-09
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: The Credit CARD Act of 2009 requires banks to give at least 45 days notice of any significant changes to a consumers account. On all 3 of my credit cards with USAA bank, with no notice they restricted my account access, within a week my available credit was frozen and shortly there after all my accounts where closed. I was provided no notice and was given no actual explanation. I 've requested documentation on numerous occasions which was all ignored.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-10
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: Without notice, cause, or detailed explanation USAA closed all my accounts including my checking account. I have been unable to make electronic transfers as they restricted my online access and have failed to send even a statement. Thus I am unsure where that money is, how much was in the account, or what if any transactions took place. I 've made repeated requests for documentation which have been ignored. USAA has been informed I do not have checks for this account, and in order to withdraw or receive my funds, USAA 's only options were all fee based. They were willing to send me a check for my balance, for a fee. I could withdraw the funds from an ATM, for a fee. I could go to another bank and have them charge my debit card which had daily limits, for a fee. Withdrawing from an ATM would prevent me from withdrawing my full account balance as well. USAA suggested I go to their local office, which is in another city and withdraw the funds personally. Yet that has fees as well. Fees such as but not limited to taking the day off and traveling to another city and back. It 's been several months without access to my account or funds. I have yet to receive an account statement, or any help in this matter. They have effectively held my checking account ransom.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-10
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: Under 1693c - ( b ) Notification of changes to consumer A financial institution shall notify a consumer in writing at least twenty-one days prior to the effective date of any change in any term or condition of the consumer 's account required to be disclosed under subsection ( a ) if such change would result in greater cost or liability for such consumer or decreased access to the consumer 's account.
USAA restricted my account access only to shortly close my checking account with no notice and without detailed explanation. I have been unable to make electronic transfers to remove my funds, or even see my balance due to their actions. I 've requested documentation but have n't even so much as received a statement. Therefore, USAA is knowingly in violation of this Consumer Protection LawCompany Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-08
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Illegally or improperly charged a penalty for a rate lock extension which was not our fault. USAA substantially contributed to the delay which resulted in the penalty as a result of their illegally or improperly applying law, regulation, or USAA policy. We applied for the loan on XX/XX/XXXX and it was assigned # XXXX. We locked a rate for THIS loan on XX/XX/XXXX and agreed to a closing date of XX/XX/XXXX, the lock was to expire on XX/XX/XXXX. On or about XX/XX/XXXX we received a phone call from USAA saying there were issues with the Master Insurance Policy provided by the HOA and the loan had been DENIED. We explained we believed there was a mistake and we would work to correct it. Our Realtor was able to resolve the issue and documentation emails were provided to the USAA processor on XX/XX/XXXX. The processor advised the loan had been officially denied and USAA policy was that the decision was final and no changes would be considered, in affect the loan & any commitments by either party had cancelled the contract according to USAA. We were advised if we resolved the insurance issue we could re-apply for a NEW loan. We re-applied for a new loan immediately and USAA assigned # XXXX to it. In effect, & in law we had a NEW contract agreement with a NEW USAA contract number. Documents that had not expired ( i.e. the appraisal ), were electronically transferred to the new loan for the convenience of both parties. Sometime later we were advised we were being assessed a penalty of {$1400.00} for the extension of the lock from the PREVIOUS loan. We immediately disputed this penalty on the basis this was a NEW loan and USAA had cancelled the previous agreement. We asked them for a basis for the penalty. We discussed this with multiple individuals ( names provided on request ) and were given various justifications. One said banking laws like Dodd-Frank required the penalty, when questioned another said maybe it wasnt required but allowed by Dodd-Frank. Others said banking laws & regulation either required the penalty or allowed it. Although all said they could waive the penalty, but said USAA policy required it and no one would exercise the discretion not to collect the penalty, since they had a right to impose it. I consistently reminded each person, just because you have a right to collect a penalty does not make it the right thing to do. I believe I did everything I could to resolve this dispute in a timely manner and in the end was told they were maximizing profit which benefited me as a member. I was told if I did not like the decision I could file a complaint with the CPFB since management & lawyers believed they acted appropriately and USAA would back them up. All discussions with USAA were recorded by them and should be available for internal review to confirm my recollection of what I was told and my attempts to resolve this dispute in a timely manner. I tried unsuccessfully to explain it would be easier to resolve BEFORE closing when the penalty was collected, then to refund it later. In my words to them, as a member we should work inside the family, not by a CPFB complaint. I made it clear that as a loyal USAA member since XX/XX/XXXX and with XXXX children, & XXXX grandchildren that have accounts with them I was not happy. Lastly I politely told them in my opinion this member service issue reminded me of the recent XXXX XXXX issue where originally the XXXX CEO said the employees who forcibly removed a customer from a plane had the right to do so by XXXX policy as a defense. A few days later he corrected his defense and acknowledged that had not been the right thing to do to a customer. I wonder how the USAA CEO might react to his lawyers defense that USAA acted appropriately in this matter because they have a right to do it. Respectfully submitted. Enclosures : Lock in Agreement dated, XX/XX/XXXX Loan # XXXX USAA Notice of Action Taken dated, XX/XX/XXXX Loan # XXXX Closing Disclosure dated XX/XX/XXXX, Loan # XXXX ( showing NO penalty ) Closing Disclosure dated XX/XX/XXXX Loan # XXXX ( {$1400.00}. Penalty )
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: FL
Zip: 321XX
Submitted Via: Web
Date Sent: 2017-07-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A