Date Received: 2017-07-03
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, Georgia XXXX XXXXXXXXXXXX XXXX XX/XX/XXXX In re : USAA Correspondence Enclosed USAA Federal Savings Bank XXXX XXXX XXXX XXXX XXXX, Texas XXXX I am addressing the [ XXXX ] attached letters from USAA. By way of background, please find the following : 1. Account ending XXXX : XXXX XXXX XXXX XXXX XXXX Interest rate is 20.65 % This account was closed by USAA without notice and without providing any justification for doing so. I have asked, numerous times, for an explanation, have been promised an explanation but to date my request has fallen on deaf ears.
Regardless of your attached narrative, I still contend this account was never late prior to USAA closing it. In closing this account, USAA caused damage to my credit ; further, USAA used this false claim to raise my interest rate to 20.65 %. Finally, USAA has failed to provide me any supporting documentation demonstrating I have ever been late. I contend I have never been late. 2. Account ending XXXX : XXXX USAA XXXX XXXX Interest rate is 20.65 % This account was closed by USAA without notice and without providing any justification for doing so. I have asked, numerous times, for an explanation, have been promised an explanation but to date my request has fallen on deaf ears. Regardless of your attached narrative, I still contend this account was never late prior to USAA closing it. In closing this account, USAA caused damage to my credit ; further, USAA used this false claim to raise my interest rate to 20.65 %. Finally, USAA has failed to provide me any supporting documentation demonstrating I have ever been late. I contend I have never been late. According to the USAA Website, my instant FICO Score is XXXX. 3. Account ending XXXX : XXXX USAA XXXX XXXX Interest rate is 24.65 % I have asked, numerous times, for an explanation, have been promised an explanation but to date my request has fallen on deaf ears. Regardless of your attached narrative, I still contend this account was never late. In closing the associated accounts, USAA caused damage to my credit and used their false narrative to raise my interest rate to 24.65 %. Finally, USAA has failed to provide me any supporting documentation demonstrating I have ever been late. I contend I have never been late. According to the USAA Website, my instant FICO Score is XXXX. XXXX. Account ending XXXX now XXXX : USAA XXXX XXXX Interest rate is 18.65 % I have asked, numerous times, for an explanation, have been promised an explanation but to date my request has fallen on deaf ears. Regardless of your attached narrative, I still contend this account was never late. In closing the associated accounts, USAA caused damage to my credit and used their false narrative to raise my interest rate to 18.65 %. Finally, USAA has failed to provide me any supporting documentation demonstrating I have ever been late. I contend I have never been late. According to the USAA Website, my instant FICO Score is XXXX. Please provide me the explanation promised, conduct a proper investigation as to each of the assertions listed and provide me the supporting documentation USAA is obligated to produce. Failing this, remove the deleterious annotations from my accounts and notify each of the credit bureaus. Sincerely, /s/XXXX XXXXCompany Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-07-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-03
Issue: Other features, terms, or problems
Subissue: Problem with balance transfer
Consumer Complaint: On XXXX XXXX,2017 I made an online balance transfer with USAA for the amount of XXXX I 'm a XXXX Vet with medical documentation. I made an error filing the online balance transfer. I immediately called USAA to cancel the transfer. It was and still is in Pending. USAA informed me they would not cancel the balance transfer.
I 've contacted them on XXXX XXXX,2017. Spoke with Executive Resoultion XXXX XXXX over the phone. Spoke with 8other USAA representatives. I also chatted with four different USAA personnel. All telling me NO. I called six different and chatted online with threeUSAA. I 've been calling everyday since XXXX XXXX,2017 and keep getting denied of the balance transfer. USAA wants to post the transfer so they can accrue the interest rates. I 'm XXXX and can not afford the interest charge of {$150.00}. I called USAA immediately when I realized my mistakeCompany Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-07-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-02
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: MY BANK IS NOT REPORTING MY PAYROLL TO MY XXXX App
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76542
Submitted Via: Web
Date Sent: 2017-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-02
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: During the week ofXX/XX/XXXX, I reached a settlement on the two credit card accounts I have with USAA. OnXX/XX/XXXX, I paid off both credit card accounts with USAA for the settlement amounts, ending in XXXX for {$560.00} and XXXX for {$4400.00}. USAA has reflected the payments I made to the 3 credit bureaus XXXX, XXXX, and XXXX, but refused to report the accounts paid in full and the remaining balance is posted as due and owing. I contacted USAA on multiple occasions and was told I would be receiving a fax, which never occurred. On the most recent call, I was told the fax would take 10 days from XX/XX/XXXX which is an unreasonable length of time ( over 21 days since payoff, if it is ever sent ). I have previously exhausted the dispute process with the credit bureaus and since no letter was provided by USAA I am unable to provide written proof of the settlement. Verbally, USAA acknowledges a settlement was reached and the account was paid. However, they refuse to simply put it in writing on a brief document and provide it to the consumer, and have not updated the accounts as settled with the three credit bureaus. They state it will take 2 or 3 MONTHS to report the settlement! I feel USAA is intentionally delaying since they have received their payments, and this is unfair to the consumer. I paid promptly upon settlement, USAA needs to demonstrate the settlement promptly in writing and with the three credit bureaus. I have attached a copy of my triple bureau credit report which reflects the USAA accounts that are incorrectly reported.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 981XX
Submitted Via: Web
Date Sent: 2017-07-02
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-01
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I have been yelled at and threatened today by an employee in Credit Card services after I requested to speak with a manager. My credit card has not been working properly and I 've jumped through hoops to get the problem worked out. When the card does n't work properly I call USAA they in turn tell me to try again having FULL knowledge that after a 3rd attempt it blocks and disables the card. Then it Flags the FRAUD department. Afterwards I ca n't use the card for several days and requesting a manager is Impossible if you expect a call back. I have patronized this once wonderful company and I 've only received 2 manager call backs in a 7 year period, after requesting it mor than 27 times. I want the CEO to receive this complaint and have someone competent communicate with me that does n't not fall into the Philosphy that the company is always right. Screaming and yelling and threatening a customer will get the response that a company should want to avoid. I have proof of the representative being condescending, threatening and truly unprofessional. This is the company supporting our Veterans and military that defends our beautiful country. Sad commentary
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30094
Submitted Via: Web
Date Sent: 2017-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-01
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: My bank will not send requested information to a company requesting it ..in a timely manner. This is causing issues with returned checks and nsf fees. Also my bank is returning items when my account has the money to cover it and then charging me fees for them being returned. They do not show the items being returned but show the fees for the items in my account activity. I have also disputed a charge and have had to call them twice about it and still nothing has been done and the charge was done I believe on XX/XX/XXXX to a card that was reported stolen and no longer active. I 'm still waiting to hear from someone.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-07-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-30
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: On XX/XX/XXXX at XXXX eastern time I contacted USAA customer service, in regards to a Visa credit card that my current husband in XX/XX/XXXX opened as a single applicant. We were married XX/XX/XXXX and now separated due to legal issues. I called to cancel my card believing that I was an authorized user, but the representative told me that I was added as a joint account holder in XX/XX/XXXX. I remember calling the credit card company for an issue regarding some form of inaccurate charge for my XXXX XXXX XXXX veteran boyfriend at the time and the representative mentioning they needed to get verification from him to discuss his account with me. I either 3 way called or he was sitting next to me to authorize permission and he also told them he give me permission to speak on his behalf regarding any other future question or issues I should have. I also, do this for my parents accounts and doctors because they do n't speak english well, so I did n't think by doing so that I 'd be liable for his debt. I would never agree to be a joint account holder because he has a XXXX that makes him not have any XXXX XXXX. This makes him make thoughtless purchases and gets him in the trouble he is in now. According to the 5 different agents in different departments told me at that time I gave verbal consent to be a joint account holder, but they use different terminology that made me think I was an authorized person to speak on his behalf. I asked multiple agents to send some form of evidence of myself agreeing to this because if I did I was unaware that I was accepting debt liability. I never signed or knowingly agreed to be liable to his already opened credit card. The agents just kept saying that I agreed over the phone and we are in default and I needed to make payments. I asked to speak to someone who can give me some form of documents or evidence that I agreed to the debt liability and they either hung up the phone on me or kept switching to different department and said they would n't give me any additional information and their was n't anyone who could help answer my questions. I then the day after I found a USAA blog after going through an enormous amount of research and XXXX and decided to post my question there. They basically said the same thing and when I posted again with more detail to ask for help, the company blocked me from the blog. I really do n't know what to do and need help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 060XX
Submitted Via: Web
Date Sent: 2017-06-30
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-30
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: I received my credit card billing statement dated XXXX/XXXX/XXXX on XXXX. I noticed I had been charged {$5.00} in interest on XXXX/XXXX/XXXX. This did not make sense since my billing statement dated XXXX/XXXX/XXXX had a balance of {$1600.00} that is not subject to any interest until XX/XX/XXXXdue to a promotional balance transfer that USAA was offering when I opened this card in early XX/XX/XXXX ; there were no recent purchases or charges on the XXXX statement that would be subject to an interest charge.
I called USAA on XX/XX/XXXX and was able to explain the error based on my view of this issue and was able to get the USAA Customer Representative to finally see the issue and ultimately agreed with me. She put me on hold several times in order to work with a back office associate on resolving this, as we both thought the interest charge was in error and should be done until the current billing period ends. I was disconnected after talking and being on hold for about 25 minutes. An hour later I called USAA back and explained that I was hoping to get reconnected with the original representative that was helping me because she appeared to understand the concern and did appear to be working on my issue with other internal associates. For the next 30 minutes I was forwarded to several other customer service reps and was never able to speak with the original person that was assisting me. To make matters worse, there were no notes in my file so that the people I was speaking with understood the issue that I believe was already being worked. I asked if this issue was going to get resolved and communicated back to me. I was told I would receive a call back from a manager. As of XX/XX/XXXX I have not received any communication back from USAA in regards to my reported issue for the interest charged ( in error I believe ).Company Response: Company believes it acted appropriately as authorized by contract or law
State: AR
Zip: 72223
Submitted Via: Web
Date Sent: 2017-06-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-30
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 sent me a letter dated X/XX/2016 stating they received a response to a billing dispute for a charge from XXXX XXXX for {$430.00} which they stated was a valid transaction based off documentation received from XXXX XXXX. This transaction is being used to deem a larger credit card fraud claim my responsibility as well.
The problem with this response from USAA shows they did not accurately investigate the billing dispute. They must have not even looked at the reply from XXXX XXXX or they would have spotted the immediate errors : * Dispute was for XXXX, documents received show two charges for {$74.00} and {$120.00}. These do not add up to the amount being disputed which was a single charge and not two charged. * The documentation received was from XXXX not XXXX XXXXy * The documentation showed receipts for a sale which took place in Florida * The documentation states the bill was for XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX FL * The receipts show a card swiped with a different # and being issued to XXXX XXXX XXXX not me. * The signature in no way resembles the one they have on file for me * The supplied Tracking numbers should have shown this merchandise was never intended for or sent to me. Despite the overwhelming evidence this charge was not performed by me or even mine, USAA held me responsible for it saying they investigated it fully. This charge is now being used in a credit card fraud billing dispute USAA decided to reverse a year later in violation of the consumer protection time frame to finalize billing dispute. USAA states their investigation showed I was responsible. One of the reasons being I have a XXXX XXXX rewards number. I 'm unsure what that has to do with it, seeing as this charge obviously was not mine. Having a Rewards Number does not automatically make me responsible for any charge from XXXX XXXX.Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-06-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-30
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I am a victim of identity theft. The thief made fraudulent transactions on my accounts, in my name on my XXXX XXXX ending in XXXX issued by USAA. In accordance with section 609 ( e ) of the Fair Credit Reporting Act, 15 U.S.C. 1681g ( e ), I initially requested that USAA provide me copies of business records relating to the fraudulent account identified above. The law directs that they should have provided these documents at no charge, and without requiring a subpoena, within thirty ( 30 ) days of my request. Since my initial request on XX/XX/XXXX I have made many requests for these documents which as of XX/XX/2017 still remain unmet.
My requests were for the following : Application records or screen prints of internet/phone applications Statements/invoices Payment/charge slips Investigators summary Delivery addresses All records of phone numbers used to activate or access the account Any other documents associated with the account Despite my many requests and even multiple USAA agents informing me the records would be sent to me months ago, I have yet to receive anything. I did receive a billing statement for the account in question which, which neglected to show the chargebacks to my account or explain the massive balance increase from the previous statement. Additionally, while this and my XXXX XXXX issued by USAA were under billing disputes they were closed and reported negatively. These actions violate several consumer protection laws. USAA claims in CFPB complaint XXXX reporting only accurate information. However, the visa card reported as being at or near it 's credit limit was in fact paid in full. The only remaining balance under {$600.00} of a {$14000.00} credit limit was in dispute. This is far from the state reported by USAA. The XXXX XXXX card was only over 30 % of the {$13000.00} credit line due to the chargebacks placed on the account by USAA, which were also under dispute. USAA has failed to supply an explanation for these actions which they have admitted to doing multiple times. Additionally, they have failed to supply a response as to why they neglected to report the accounts as being under dispute. In fact, they reported one of them as dispute resolved, despite not having informed me of such resolution. This has also gone unanswered for. USAA has also alleged the charge from XXXX XXXX XXXX XXXX was for a vehicle I rented and claimed on my auto policy. I have not claimed that rental on my auto policy and USAA also informed me the damage was found to be the responsibility of another. USAA claims the charges from XXXX XXXX are for a vehicle financed with USAA. However, I purchased my vehicle from XXXX XXXX, not XXXX XXXX. As far as their stating I am a XXXX XXXX member, that does not mean I made that transactions. USAA further states I made multiple claims of fraud, despite having been informed otherwise many times. They have been repeatedly reminded that the so called multiple claims where the exact same claim re-entered by USAA agents themselves as they were never able to correctly process all the fraudulent charges. Not to mention fraudulent charges were entered for 2 credit cards and my checking account as they were all fraudulently used at the same time. Additionally, my last report of fraud was not initiated by me, but at the suggestion of a USAA agent I spoke with regarding a billing dispute on my debit card. It was USAA who suggested I submit it as fraud. This charge was investigated and found in my favor. However, USAA makes reference to it as being the cause of their re investigation of a previously finalized case. This reversal of their previous decision was made a year later, in violation of the 90 day timeline provided to settle billing disputes by law. USAA has admitted multiple times to reversing the previous claim over a year after being informed of the billing dispute, yet not supplied a reason for ignoring the consumer protection laws which only allow 90 days for such action to occur.Company Response: Company believes complaint is the result of an isolated error
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-06-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A