Date Received: 2017-07-08
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: 1026.13 ( b ) ( 3 ) Effective Date : XX/XX/2017 Time for resolution ; general procedures. The creditor shall mail or deliver written acknowledgment to the consumer within 30 days of receiving a billing error notice, unless the creditor has complied with the appropriate resolution procedures of paragraphs ( e ) and ( f ) of this section, as applicable, within the 30-day period ; and The creditor shall comply with the appropriate resolution procedures of paragraphs ( e ) and ( f ) of this section, as applicable, within 2 complete billing cycles ( but in no event later than 90 days ) after receiving a billing error notice.
USAA failed to mail or deliver written acknowledgement of my reassertion of the previously settled billing error of a year ago which was without any notice, documentation, statement or information. Yet, prior to even speaking with me electronically delivered a statement saying they finalized the reassertion. Yet, they restricted my access to view the statement and failed to provide any documents, information, or anything regarding this decision. Furthermore, they asserted I was required to speak to XXXX regarding this issue. XXXX, openly admitted to failing to respond to my many calls, notices her colleagues sent her, her boss as well as their own boss to contact me. Prior to speaking with me USAA stated the re-investigation was complete. Yet when in speaking with XXXX, she stated despite my many requests for documentation and a re-investigation of the case she had never been notified of my many requests. So how can USAA finalize a re-investigation without providing the results or any requested documentation only to later state they never received the request. Furthermore, since that request was finally acknowledged a month ago I have yet to receive acknowledgement, the requested documents, or a detailed explanation. As two of my cards are under current dispute and have yet to be acknowledged in writing it is against federal regulation to negatively report said accounts on my credit report. Yet USAA for the last 3 months has reported both accounts as having their dispute settled without having notified me. Additionally USAA has negatively reported both accounts as being at or near their credit limit. The XXXX card was paid in full, minus the remaining disputed amounts I still have not received a response on. While the XXXX was only somewhat near it 's limit due to USAA 's reversal of the billing dispute finalized over a year ago. Thus they have incorrectly stated the disputes are finalized, and reported multiple negative items. Furthermore, it is against regulation to close accounts while under dispute. Yet all of my accounts were closed.Company Response: Company believes complaint is the result of an isolated error
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-08
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: 1026.13 ( e ) states Procedures if different billing error or no billing error occurred. If, after conducting a reasonable investigation, a creditor determines that no billing error occurred or that a different billing error occurred from that asserted, the creditor shall within the time limits in paragraph ( c ) ( 2 ) of this section : Mail or deliver to the consumer an explanation that sets forth the reasons for the creditor 's belief that the billing error alleged by the consumer is incorrect in whole or in part ; Furnish copies of documentary evidence of the consumer 's indebtedness, if the consumer so requests ; and If a different billing error occurred, correct the billing error and credit the consumer 's account with any disputed amount and related finance or other charges, as applicable.
USAA states that after a year of finalizing the billing dispute they received new information and reversed the previous decision and credits. 1. ) USAA has not mailed an explanation setting forth the reasons for their belief the billing error stated is incorrect. 2 ) USAA has failed to furnish copies of documentary evidence of my indebtedness, despite my many requests these past few months. 3. ) Provide current statements reflecting the reversal of charges identifying them so they may be verified. 4. ) States because I have rewards accounts with several of the companies charges where made with I am responsible. Currently, I have elite status with the following hotel chains : XXXX, XXXX, XXXX, XXXX, XXXX XXXX, XXXX and all branch and subsidiary properties of each chain. That 's the majority of hotels in North America. Stating I am responsible for a charge at one of these hotels simply because I have status at the hotel in no way proves my liability. Especially seeing as I hold rewards accounts at so many hotels.Company Response: Company believes complaint is the result of an isolated error
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-08
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: XXXX Identifying transactions on periodic statements.States The creditor shall identify credit transactions on or with the first periodic statement that reflects the transaction by furnishing the following information, as applicable : The creditor must disclose the amount and date of the transaction, and either : A brief identification of the property or services purchased, for creditors and sellers that are the same or related ; or The seller 's name ; and the city and state or foreign country where the transaction took place. The creditor may omit the address or provide any suitable designation that helps the consumer to identify the transaction when the transaction took place at a location that is not fixed ; took place in the consumer 's home ; or was a mail, Internet, or telephone order USAA in violation of regulation Z billing dispute allowed timeframe reversed it 's decision on credit card fraud billing disputes after a year of it being finalized. A serious issue is that I only noticed it when I saw " Transfer Adjustments '' on my account via USAA.com. Shortly there after USAA restricted my ability to use USAA.com and despite my many verbal and written requests has failed to comply with the above mentioned regulation. I have yet to receive a statement which indicated when these charges were reversed and placed back on my account. The only statement I received was one with no mention of the " transfer adjustments '' or any kind of reversal of the billing dispute finalized over a year ago. As it is, USAA states I have this balance, yet I have no clue what charges are on the card that contributed to the balance. It has been over 2 months now and I still have not received any of the requested documentation, identifiable statements or documentation used in the decision to reverse the billing dispute from over a year ago.
Company Response: Company believes complaint is the result of an isolated error
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-07
Issue: Fraud or scam
Subissue:
Consumer Complaint: I have been paying for USAA 's ID Theft & Monitoring Solution Services for several years now. A year ago I suffered identity theft and credit card fraud. I contacted USAA immediately and they. While slow in reacting and requiring intervention by the CEO 's office, as USAA repeatedly re-entered the same fraud claim multiple times, they issued credits for the fraudulent charges. A year later USAA reversed the billing dispute against regulation Z of the consumer protection laws billing dispute time frame and without actually truly investigating the fraudulent charges, relying on circumstantial evidence.
This complaint however is in regards to the paid theft fraud assistance resolution and paid identity theft insurance policy provided with this paid service. In contacting the dedicated fraud resolution expert, they offered no assistance at all. Not even in helping to finish removing fraudulent hard pulls on my credit reports. Furthermore, despite paying for the service I am unable to view or access the majority of services that come with my subscription. USAA restricted my access and has continued charging me. I am unable to view any alerts, including monitoring alerts, any of my credit scores, internet scans, or reports. Lastly, when I inquired as to how to access and file a claim with the Identity Theft Insurance policy that comes with this subscription, I was told they were n't sure and given no further information.Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-07
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: Previously I have filed complaints against USAA with the CFPB, however I have tried to include multiple violations of consumer laws per complaint. In reply USAA has failed to fully discuss each complaint and glossed over others. So I find it necessary to open a complaint for each individual violation. In XXXX 2016 I was the victim of identity theft and credit card fraud. The fraudulent charges and billing errors were immediately reported to USAA. According to eRegulations 12 CFR Part 1026 ( Regulation Z ) Paragraph 13 ( c ) ( 2 ) The creditor shall comply with the appropriate resolution procedures of paragraphs ( e ) and ( f ) of this section, as applicable, within 2 complete billing cycles ( but in no event later than 90 days ) after receiving a billing error notice.
FINALITY OF ERROR RESOLUTION PROCEDURE. A creditor must comply with the error resolution procedures and complete its investigation to determine whether an error occurred within two complete billing cycles as set forth in 1026.13 ( c ) ( 2 ). Thus, for example, 1026.13 ( c ) ( 2 ) prohibits a creditor from reversing amounts previously credited for an alleged billing error even if the creditor obtains evidence after the error resolution time period has passed indicating that the billing error did not occur as asserted by the consumer. Similarly, if a creditor fails to mail or deliver a written explanation setting forth the reason why the billing error did not occur as asserted, or otherwise fails to comply with the error resolution procedures set forth in 1026.13 ( f ), the creditor generally must credit the disputed amount and related finance or other charges, as applicable, to the consumer 's account. USAA repeatedly has refused to answer for the violation of this time frame as they decided to randomly reverse the billing error a year after correcting the error. As they are way outside the allowed time frame this should be illegal. Furthermore, USAA failed to mail or deliver a written explanation setting forth the reason why the billing error did not occur as asserted. I have made multiple requests for all documentation, a detailed written explanation and filed a complaint with the CFPB regarding this refusal to provide documentation. I have not even received a statement displaying, outlining or explaining the charge backs. The sum of charge backs is also MUCH higher than reported by USAA in response to CFPB complaints. this they have failed to comply with the error resolution procedures set forth in 1026.13 ( f ) USAA has refused to answer for this violation, repeatedly glossing over the timeline allowed by law, stating falsely that I reported multiple fraud claims, which were actually all re-entered by USAA agents in attempts to fix the previous agents errors. Additionally, USAA states their investigation results a year later. None of this actually has any bearing on the procedures, timelines and resulting violation of the laws listed above.Company Response: Company believes complaint is the result of an isolated error
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-07-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-07
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: USAA BANK WILL HOLD MY DEPOSIT UNTIL AFTER NSF FEES HIT MY ACCOUNT ; THEN THEY WILL DEPOSIT MY FUNDS. I BELIEVE THEY ARE DOING SOME DECEPTIVE PRACTICES WITH NSF FEES.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MS
Zip: 39401
Submitted Via: Web
Date Sent: 2017-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-07
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: My USAA # is XXXX. USAA wrongfully closed 3 of my credit cards. Two of which where part of a cash rewards program. One of the two USAA decided after a year in violation of regulation Z 's billing dispute timeline of 90 days to charge back fraudulent charges which they finalized in my favor previously. Granted the original billing dispute resolution still took a little more than the 90 days provided by law.
Despite the failure to recognize and follow billing dispute timelines set forth by consumer protection laws, I was charged anyway. These charges should have earned the respective 1.5 % cash back on regular purchases and 2.5 % on gash and groceries. Which charge back fit under which category I am unable to correctly determine as USAA has refused to provide the requested documentation or identify the charge backs in any way. In addition there was a cash back balance due to my on both my XXXX and XXXX cards as part of the cash rewards program. The previous cash back balance as well as the cash back rewards which should have been earned on the charges returned to my card are unaccounted for. The last document I received from USAA stated a {$0.00} cash rewards balance. Yet I have not received the funds, nor any notice of where they are.Company Response: Company believes complaint is the result of an isolated error
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-07-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-06
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Fraudulent charges on atm card, bank wo n't work it out.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 781XX
Submitted Via: Web
Date Sent: 2017-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-04
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Charges are not reported in logical order. I have charges from the current day appearing immediately and then three days later a charge from 3 days earlier show up. This results in fees that the bank charges. The fees caused by this far outweigh the original charges. It feels like I am being scammed for fees.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 443XX
Submitted Via: Web
Date Sent: 2017-07-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a mortgage with USAA, which is being serviced by XXXX. I have attempted to make extra payments on my loan in hopes of lowering my interests and shorten the terms of my mortgage. Rather than applying all payments towards my mortgage, USAA through XXXX, does not apply payments as they are received. Instead, my money is placed into an unapplied account. This means USAA applies only 12 of my 13 payments, which does not lower my interest or shorten the life of the loan. I have complained about this process with the CEO of USAA and other executives. I ca n't up and move my mortgage, which USAA knows. USAA also will not change the servicer of my loan. This prevents customers from paying off the loan sooner and keeps money in the banks pockets.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 223XX
Submitted Via: Web
Date Sent: 2017-07-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A