Date Received: 2023-08-14
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: USAA has put the status of an account into 'credit only ', and will close the account at some point in the near future citing that they detected business activity on the account. While I do have a farm, and the appropriate EIN numbers and corresponding operating business accounts from which the business aspects of the farm operate, my children also personally own horses and those horses are under paid for through my personal expenses. There have been no business expenses through tis account, it is the account that every single personal bill for the entire farm/household are paid through this account. Additionally, the monies in this account are all the proceeds from a life insurance policy, and the account in question receives the Social Security Survivor Benefits for my youngest child. Looking back at the account for XXXX months there are ZERO business expenses, and there is no recourse through USAA. Most problematically, I have no access with no warning to the funds in this account, and the representative from USAA was unable to advise what happens to the outstanding payments scheduled through their bill pay system, outstanding checks, and certainly no regard for the fact that the direct deposit took almost a month to set up, requiring a daily phone call for every business day of an entire month, and a month to set it up. Not sure what their criteria is for business activity, but they have no sense of a farm as a business, this account is not used for business, and closing it will require paying fees to USAA and reordering checks on a new account that would operate exactly the same way because it is a household personal account. Would be very happy to go item by item on the expenditures of this account, but would like to have the check order for this account refunded and to be on record that this is a personal account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 326XX
Submitted Via: Web
Date Sent: 2023-08-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-14
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: I am formally filing a complaint for the following account listed on my credit reports for the following reasons : 1. USAA XXXX XXXX. a. Acct # : XXXX b. Last reported : XX/XX/21 There are several issues concerning these accounts that make them fraudulent and/or illegal. The first thing, is there is no signed application. The applications were submitted online and no one can provide me an original application with my original signature. The second thing is the credit card agreements were not clear and conspicuous, according to 15 USC 1601. I was not able to make an informed decision regarding the terms of the credit cards and their use. The companies make the agreement so long and difficult to understand, I was not able to make an informed decision. According to 15 USC 1602, since there was no evidence of indebtedness at the onset, the difficult to understand agreement was the only document attempting to explain the terms of these consumer credit transactions. Therefore the only evidence of indebtedness was the agreement. The agreement did not provide clear and conspicuous " Adequate notice '' as defined in 15 USC 1602 ( k ). Since I was not able to make an informed decision, the agreement is null and void.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78640
Submitted Via: Web
Date Sent: 2023-08-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-13
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I was notified of a delinquent balance with USAA credit ( account ending in XXXX ), via a routine credit notification service the night of XX/XX/XXXX. Prior to this check, I maintained a perfect credit score for over 15 years. I called the day of XX/XX/XXXX, to rectify the balance and request that the delinquent report be removed. I spoke with ( person ) in banking who transferred me to ( person, # ) in collections. I was then informed that the above mentioned credit card that had been on autopay since the account was opened in XXXX, was not on autopay. I was not notified via email or phone of the delinquency. When I inquired, I was told that the documents were listed under new document in the online account, but no email or other notification indicating that any account with USAA was delinquent was sent. When I asked why I was not called about this, the representative said USAA calls people all the time. When I asked about [ removing the charge as a courtesy ), as I had banked with them since XXXX with no previous delinquencies or issues, they said that it was not their department and that I would have to fill out the form on the website for credit disputes. When I pulled up the page, it said that USAA policy dictates that they will not remove accurate information from credit reports. regardless of dispute. When I read this to the debt collector on the phone, she reiterated that she wanted to make sure payment was collected so no further delinquencies would be reported. I did make the payment in full. They said that an investigation would be completed if I were to submit a credit dispute to USAA online, but in the interim, my credit score dropped almost XXXX points. Furthermore, following the phone call, I immediately tried to submit the form on USAA, but each attempt to submit resulted in an error message on their website ( INSERT ERROR LANGUAGE ). My credit score has dropped substantially due to no fault of my own. This has ramifications for rentals, job applications, and basic security. When I was made aware of the balance, I paid it in full, as I always do, including all fees assessed with the previously unknown delinquency. The Consumer Financial Protection Bureau has listed canceling autopayments without sufficient notice in their Summer XXXX Supervisory Highlights under section 2.2.2. The supervisory highlights publication describes this action as institutions engaged in unfair, deceptive, or abusive acts or practices ( UDAAPs ) prohibited by the Consumer Financial Protection Act of 2010 ( CFPA ). Supervisory Highlights. ( XXXX, XX/XX/XXXX ). Consumer Financial Protection Bureau. Section 2.2.2 https : //www.consumerfinance.gov/compliance/supervisory-highlights/
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 021XX
Submitted Via: Web
Date Sent: 2023-08-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-12
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/2023 someone used my USAA card to buy from XXXX for a total of {$160.00}. After reporting the fraudulent purchase to USAA. The bank refused to refund the amount ; deeming it a legitimate purchase despite the fact that the purchase was sent to another person ( which I do not know ) to the address in a different state.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20853
Submitted Via: Web
Date Sent: 2023-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-11
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: Applied for USAA credit card XX/XX/XXXX after reviewing offer on their website a 15 month 0 % balance transfer til XX/XX/XXXX then current APR on any remaining balance with a 3 % balance transfer fee. I was approved for XXXX amount. Received CC in mail XX/XX/XXXX. Called USAA at XXXX call lasted XXXX min. I was put on hold several times and the customer rep finally told me that no its 0 interest on purchases only for that period. The rep asked me where did I see it and I said it was on their website that is why I applied. We ended call and I immediately went to website and it's written plain as day the 0 % balance transfer fee. I screenshot the offer. Second call placed at XXXX the call lasted XXXX min. XXXX seconds the second rep said that the credit card I applied for was only 0 % purchases. I would NEVER have taken a hard hit on my Credit Report unless I was sure of the offer. This is bait and switch and deception.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 321XX
Submitted Via: Web
Date Sent: 2023-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-11
Issue: Managing the loan or lease
Subissue: Loan sold or transferred to another company
Consumer Complaint: I purchased my car from US Auto about 3 years ago. At the time I purchased the car the amount on the payment was very high and I spoke to them in decreasing my payment due to financial situation or take back the car for a lower payment or better car where I was having issues getting in and coming out of the car was not good for my size and let them know I was having issues with the car and then putting tracking system in my car that was causing my battery to die at times. I reported it several time and they refused to fix until after my car shut down and they had to send someone to come a fix it. Now my car have been sold to another company that took my payment over without me knowing about and notice that I have pay about XXXX into the car and still have about XXXX left on it in which the other company is trying to collect on. I am in financial hardship and explain that to the company and would like to trade it or refinance my car and not getting the answer I need to get out of this car. Now I am hearing over the news. That Us auto is under federal investigation due to illegal repossessed people car and stated they are in Bankruptcy. I would to know if they can be any stop payment of my car since it's a XXXX XXXX XXXX and it over the market price. So the vehicle is already pay for. I need some help in this matter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30157
Submitted Via: Web
Date Sent: 2023-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-11
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: On Friday XX/XX/XXXX 1. USAA EMAILED ME A NOTIFICATION STATING THAT MY PREVIOUS ACCOUNT ENDNING IN XXXX WAS BEING REOPEND TO ACCEPT A DEPOSIT AND FOR ACCOUNT MAINTENCE. 2. MY CONSUMER RIGHTS HAVE BEEN VIOLATED AND USAA WILLFULLY AND KNOWINGLY COMIITED THIS ACT INTENTIONALLY DESPITE OF PREVIOUS REPREMANDS AND BREAKING THE LAW. 3. The CFPB fined USAA Federal Savings Bank {$15.00} XXXX in XXXX for reopening closed accounts without customer authorization, among other alleged violations. Rather than reopening an account when a third party attempts to deposit or withdraw money from it, the CFPB said banks should decline the transactions.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: GA
Zip: 30316
Submitted Via: Web
Date Sent: 2023-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-12
Issue: Struggling to pay your loan
Subissue: Denied request to lower payments
Consumer Complaint: I purches my car through USA Auto.I had this car for a year and my balance havent changed.I pay every 2 wks i paid 3 weeks on this car and didnt kno XXXX took over.Went to look at my account everything gone wthout a trace.After viewing my payments iam paying double for this car like XXXX dollars for a XXXX car.Dont kno wheres my money going at this point.Lost warranty on the car i really feel like this fraud and thy not stateing proper information on the paper work.If i let the car go back it might hurt my credit but i cant pay XXXX for a XXXX car.My pay off been the same for a year now.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 293XX
Submitted Via: Web
Date Sent: 2023-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-10
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: On XX/XX/XXXX I was defrauded by what I later learned was a scammer claiming to be from XXXX XXXX tech support ( of which I am a member ) who told me that I was the victim of " fraud '' in my prime account and told me they were going to help me stop it. They gained access to my phone via XXXXXXXX XXXX and proceeded to transfer money from my USAA checking account to two different XXXX accounts in two separate transactions for {$1000.00} each. The gentleman from " XXXX '' told me and showed me that he could see future fraudulent charges in my XXXX account and they could be stopped. He said that money was to be taken out of my bank account through XXXX XXXX on several future dates and that he would help me stop those transactions as an XXXX XXXX expert. He accessed my USAA checking account and set up two XXXX transactions he said would counteract the future fraudulent withdrawals. Later the next day, before this same " XXXX '' tech was set to call me back again I looked at some of information he provided me to show the supposedly fraudulent upcoming charges and realized that something was off about the situation. I researched the phone number he had called from and learned that it was not connected to XXXX and was connected to a know fraudster. At that point, on XX/XX/XXXX I reached out to my bank USAA Federal Savings bank to inform them of the fraud on my account and ask them to stop the upcoming transfers to the fraudster. The XXXX debits were set to come out of my USAA account on XX/XX/XXXX and I hoped that if I informed USAA promptly of the fraud they would be able to either stop the transactions or disable the account so the debits wouldn't go through. At that point, USAA opened some sort of investigation and told me they were working on it. Obviously, they did not attempt to stop the transfers because the XXXX transfers were debited on XX/XX/XXXX and shortly after on XX/XX/XXXX and XX/XX/XXXX I received letters from USAA informing me that their investigation was closed and that the corresponding bank would not return the money. Further, on XX/XX/XXXX USAA informed me that my account was now frozen and overdrawn by approximately {$2000.00} and that I needed to replenish those funds with my own money. I called USAA back again on XX/XX/XXXX and spoke with XXXX in USAA Customer Resolutions who reviewed the situation and told me that I was out of luck as the complaint had been investigated and closed. I then told her that was unsatisfied with this conclusion to the crime against me and she asked " what crime ''? I again advised that a fraud had been committed and that the fraudster had had access to my phone and set up the fraudulent transfers himself and that a crime had been committed. She then told me that the initial investigation hadn't been set up properly and that since it was fraud she now needed to file a " Financial Crimes Form '' and that we would hear back within XXXX business days. On XX/XX/XXXX, When I had not heard within 7 days I followed up again and was told that this new complaint had been closed a day after we filed it without and notice given to me and that a third party had made the determination that this report was part of the same complaint that had been originally filed and told me to pound salt. The USAA rep that I spoke to told me that there was really nothing more he was allowed to do for me and that he had seen many similar cases like this where USAA bank did nothing to resolve any fraudulent transactions for their members when they could have done so. He also said he wouldn't be able to transfer to anyone else that might help within the company as he was not allowed to. On another note, the USAA rep informed me that my account was now closed as to any debits but available for deposits only which means that my social security deposit will go to USAA to pay for the fraud. Social Security can not stop the deposit until XXXX and that will be too late. The USAA rep said there was nothing he could do about it. I am shocked that this crime was treated so cavalierly by XXXX a company I have had XXXX year relationship with. I was also disturbed to find out after my call with them that USAA Fed Savings bank is apparently a known bad actor in the banking industry as I found a consent decree field by the Financial Crimes Enforcement Network which fined USAA {$140.00} XXXX in XXXX for failure to protect consumer accounts and failure to track fraudulent transactions. I think my experience with them is consistent with what they have already been fined for and is completely unacceptable.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 850XX
Submitted Via: Web
Date Sent: 2023-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-10
Issue: Struggling to pay your loan
Subissue: Lender trying to repossess or disable the vehicle
Consumer Complaint: Hello, My vehicle has in fact been delinquent. The crux of this complaint and incident is : to what extent was my vehicle delinquent on or about XX/XX/2023, when the consumer XXXX XXXX, further identified as " I '', called into the creditor, United States Automobile Association, further identified as " USAA '' to inquire about satisfying that debt. On or about XX/XX/2023, I called USAA using my cell phone ( XXXX ) to inquire about bringing my vehicle current or as close to current as I could at the time. This was 5 days after I was paid for my employment, and bank records will show that I had the funds at this time to cure the delinquency with my account. While speaking with the USAA representative, I asked for an accounting of what was owed, not so I could duck out of paying it, but simply to be sure everything was accurate. At this time the representative that I spoke with was unable to reconcile the account and stated that after all of the math that she and I did together, she could not explain the amount requested. She put in a request to the business line to get some more clarification on the amount of the debt. Unfortunately, that call was disconnected and we ( USAA and I ) were not about to resolve the debt on that call. I was under the impression that there would be some reasonable attempt to contact me after the call was dropped and at the very least USAA would take a good faith effort in trying to confirm or explain the debt. On or about XX/XX/2023, USAA called me ( XXXX ) at XXXXXXXX XXXX XXXXXXXX, and thereafter a 41-minute phone call full of emotions ensued. I was told first that my vehicle was out for active repossession. I asked how that could be when no one has responded to my request for a full accounting following the XX/XX/XXXX phone call. I was placed on hold for an exorbitant amount of time but was then forwarded to XXXX in the internal escalations team due to the fact that I had allegations of violations of the FDCPA ( 15 U.S.C. 1692d, 1692e, 1692f, and 1692j ) ;. During the initial information verification portion of the call, XXXX asked me to confirm my address or location, and if I was still in possession of the vehicle. I commented, " is this an attempt to locate the vehicle so you can come and repossess it ''. XXXX stated that it wasn't and she commented " You will notice I did not ask if that is where the vehicle is ''. Please keep that exchange in mind. XXXX explained that an employee from the " Member Advocacy Team '', or something similar, would reach out to me within XXXX hours to either explain that the debt was correct or in any event simply present their findings. XXXX also ensured me on a recorded line, that there was a " Repossession Hold '' placed on my account until USAA could determine the validity of the debt, and that the hold would remain until I received some sort of information from the Member Advocacy Team. On or about XX/XX/2023 ( Today ) I woke up to get get my family ready for the day, and upon exiting my home to take my children to school, came to realize my vehicle had been repossessed without a notification that the hold was lifted or a call from the Member Advocacy Team as ensured by XXXX. I called USAA ( XXXX ) and was highly agitated and communicated my unbelief that a major financial institution would make several representations about the process to me that was clearly 1. False, 2. Deceptive, 3. Unfair and definitionally unconscionable. The representative XXXX, or something similar, first stated that USAA had made a mistake and that he could see the hold on the account that should have prevented the repossession, but then after placing me on another 20-minute hold, told me that the repossession was deemed " valid '' immediately contradicting himself. I explained the situation to XXXX with no avail as that did not change the circumstances at all. XXXX stated that the Member Advocacy Team did do their investigation and when I posed the dichotomous options of 1. USAA misrepresented what they would do or 2. USAA represented what they would do yet did something else, he stated " it sounds like option number 2 ... ''. That call was ended by me due to work commitments. I then called USAA ( XXXX ) back at XXXXXXXX XXXX XXXX, and spoke with another collections employee whom I can not identify who told me that the full amount to redeem my vehicle at this time was {$2800.00}, and I asked her to explain this number and she stated that was my current arrerage plus a {$550.00} fee that USAA was assessed due to the repossession that was supposed to be put on hold. I asked to speak again with the internal collections team and surprisingly was connected with XXXX the same agent who told me about the callback I was supposed to receive, and the hold that she placed on the account. I explained to her my extreme situation and my complete and utter disgust at the actions and treatment of myself a XXXX USAA customer XXXX a combat veteran, and a single father of three. She explained to me on a recorded line that she did in fact place the repossession on hold and it was not supposed to be picked up while that hold was on. I explained to her that XXXX told me that was not the case, XXXX in fact stated that the review had been completed and my vehicle was actively taken off the hold status, and again that the tow was deemed " valid ''. She assured me that this was not correct and that " all levels ' of management were now involved due to the repossession taking place with the hold on the account. I asked her did she at least see my position and the confusion that might accompany it when I am told by her that the hold is still on but told by XXXX that there was no hold any longer. My greatest concern is that I mentioned Bankruptcy on the call on XX/XX/2023, more than once. And the actions of USAA since that call would lead any reasonable person to believe that they actively misrepresented the collections process so that they would be able to repossess the vehicle rather than deal with or be subject to the automatic stay that a bankruptcy filing would trigger. From the actions of USAA on XX/XX/2023, XX/XX/2023, and XX/XX/2023, it is clear that these steps were not taken in good faith and there as a matter of doctrine and policy, there was no duty for USAA to act in a manner that was fair, and not deceptive in accordance with the FDCPA ( 15 U.S.C. 1692d, 1692e, 1692f, and 1692j ) ;. I will conclude with this : I am sure you hear sob stories like these daily. And from the perspective of USAA this is just another bottom-feeder attempting to squeeze more value out of USAA without keeping up my end of the contractual bargain. But if that is your assessment of what this incident means to me now, that would insurmountable miscalculation. This is the first step in a marathon of legal action ( XXXX, Congress, the Senate, XXXX, and up to direct litigation in a Federal Venue ) that I am preparing to take to reclaim my sense of dignity. All the events in this narrative are true to the very best of my knowledge and I will be willing to be deposed or testify based on it. EXPOSURE : This case can be resolved at the very lowest of levels. I am not currently asking for any damage for clear violations of the FDCPA or any other type of Federal, State, or Local statutes. Not only does this matter not pass the smell test, but it would also be highly irresponsible, monetarily speaking, to not work with me on getting current. With this being said, my demands below are as of today. 1. to remove the repossession fee of {$550.00}, 2. remove all fees associated with the current delinquency, and 3. allow me to bring my account back under 30 days delinquent by making a payment to USAA. Your immediate attention is required, please conduct yourself accordingly. Very Respectfully, XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85138
Submitted Via: Web
Date Sent: 2023-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A