Date Received: 2023-07-24
Issue: Unable to get your credit report or credit score
Subissue: Other problem getting your report or credit score
Consumer Complaint: Hi my name is XXXX XXXX. I have been a member with USAA for 7 years and I opened a credit card ending in XXXX with USAA bank . I am unable to get an accurate credit report because USAA removed it from my credit file. I am now on my 2nd on time payment and I was informed by XXXX, XXXX, and XXXX that USAA has not sending them information. My credit score is not correct for these reasons. PLEASE REPORT MY CREDIT CARD AND PAYMENTS IMMEDIATELY OR I WILL STOP MAKING PAYMENTS.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 352XX
Submitted Via: Web
Date Sent: 2023-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-24
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I was frauded into depositing a check and then reversing the funds, the check never cleared and as a result I wound up transferring over $ XXXX of my own money.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90015
Submitted Via: Web
Date Sent: 2023-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-22
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Was not notified of investigation status or results
Consumer Complaint: I am writing to file a formal complaint against USAA Federal Savings Bank regarding their failure to respond to a billing error I reported on my Credit Card billing statement on account numbers XXXX and XXXX. I initially noticed the billing error on XXXX XX/XX/2023, when viewing both the XXXX statement for the certificate of indebtedness on account XXXX and the XXXX statement for the certificate of indebtedness on account XXXX, and in accordance with the regulations outlined in 12 CFR 1026.13, I promptly sent a written notice to USAA Federal Savings Bank on XXXX XX/XX/2023 via United States Postal Service Certified Mail Receipt Number XXXX. Instead what USAA has done is closed one of the account ( s ) XXXX and continued to report negatively on my account. This has caused me great harm and has not allowed me to take job opportunities that could assist in me paying off debt to setting the affairs of my estate and be in good standing in the private and in my private life. I've also attached my credit report as evidence. According to 15 U.S. Code 1681n, any person or entity that willfully fails to comply with the requirements of the FCRA may be held liable for actual damages, punitive damages, and attorney 's fees, as determined by a court of law. The specific noncompliance issue in question involves USAA Federal Savings Bank 's unwillingness to send me an acknowledgment of my billing error notice. This action has had significant adverse effects on my rights as a consumer and has caused me undue financial and emotional distress. I've missed out on employment opportunities that could pay me XXXX XXXX more per year. I'm also aware that my account was/are held in a trust according to USAA Trust Indenture Agreement. I kindly request the CFPB to investigate this matter and ensure that USAA Federal Savings Bank complies with the billing error resolution requirements outlined in 12 CFR 1026.13. I also request appropriate action be taken to protect consumers and hold USAA Federal Savings Bank accountable for their failure to address my legitimate concern.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AE
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-21
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I was scammed using XXXX from a bank I trust. The scammer is not enrolled with XXXX and XXXX even sent me a text message stating my transaction did not go through to try again so like a dummy I did I got the same message. I was told both time and even by my bank the recipient was not enrolled with XXXX so I should get a refund right? Nope USAA contracted the recipient bank who refused to give me a refund. I have sent USAA proof that shows I should get my money back. I have called several times and wrote them giving them documents of proof this was a month ago and still no reply from them. I have enclosed document # 14 clearly shows that the money taken from my checking account and I think given to XXXX went where since it states recipient is not enrolled with XXXX. # 16 states also recipient is not registered with XXXX this is the email she told me to send the money with XXXX her name XXXX XXXX and email XXXX using XXXX XXXX suddenly accounts are not enrolled and unregistered if so where did my money go to? My bank should be listening to me I gave them pages of proof. Please help! By the way I did not receive my tickets and they are still trying to sell them on XXXX sites.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34654
Submitted Via: Web
Date Sent: 2023-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-21
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: On XX/XX/2023 - made payment of {$8000.00} Called on XX/XX/2023 to update to payment of {$800.00} On XX/XX/2023 USAA updated account to show ADJUSTMENT-PAYMENTS - {$8000.00} On XX/XX/2023 USAA *FINANCE CHARGE* PREV CYCLE PURCHASES - {$57.00} Finance charge is back-interest they are charging me on the {$8000.00} to current date Adjustment payment is the adjustment of {$8000.00} back onto my account. I have not received the money back ( XX/XX/2023 ). They sent a letter stating a check was sent on XX/XX/XXXX. 1 ) They are refusing to remove back-interest charges, even though they processed and have my payment of {$8000.00} ( as of XX/XX/XXXX ). 2 ) They are refusing to update the statement to remove the {$8000.00} " ADJUSTMENT-PAYMENTS '' until I receive and cash the check. I should not pay interest or back interest on money that has been out of my account since the payment processed on XX/XX/XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33919
Submitted Via: Web
Date Sent: 2023-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-21
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I reported fraud to my account with unauthorized wires and transfers and USAA claims that I told someone a number to authorize such transactions when I did not. It makes no sense that I would wire money to a random stranger 's account to overdraft my own account. Now USAA has demanded that I pay for the money fraudulently wired to the criminals.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85213
Submitted Via: Web
Date Sent: 2023-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-21
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: In XXXX of 2023 I tried to pay a credit card bill I have with USAA. I hadn't used the credit card in a couple years, but I had an emergency in XXXX of this year that I had to use it for. My plan was to pay the balance in full, in XXXX of this year, but I was unable to make a payment to USAA do to not being able to verify my identity. The only way they would allow me to verify my identity was by verifying a code that they wanted to text to my cell phone. The problem was that that was an old phone number which is XXXX. Sense I could not verify my phone number because I no longer have that number, I was hung up on by several USAA customer service reps. After serveral more phone calls, I finally got a customer service rep that agreed to listen to me. He said that it is company policy for them to hang up on people who have identitites they are not able to verify. He also said that USAA has an online service where I could upload my passport and drivers license to get verified. So I immedialtley did, but that did not work either, so I called back and was given a fax number to send my information and just wait for a call back, but I never recieved a call. So I called again a few days later, and they said to just have my bank send them a check and they would apply it to my account. USAA ended up not accepting the check and sent it back. Now they have reported to the credit burreaus that I am 30 days late on a payment, and they literally wont let me pay my bill. I dont know what to do. Please help
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: 54904
Submitted Via: Web
Date Sent: 2023-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-21
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: Company : XXXX XXXX XXXX XXXX, consumer phone # XXXX XXXX XXXX XXXX file number : XXXX Claim date : XXXX Claim Location : XXXX CA XXXX access key : XXXX client claim number : XXXX WILBER indicated : we are handling this claim on behalf of USAA Casualty Insurance Co which is seeking reimbursement @ amount {$2700.00} from incident which occurred on the claim date. Please send info contact XXXX I have no idea of what is this about? I have no business or any relation with USAA insurance Co. nor did I have any incident ( reported / claim ) on the claim date ( XX/XX/2022 ) at location ( XXXX CA ). This is suspected as ID Fraud maneuver originated from USAA which somehow obtained my name and address ( only, no other info e.g. Tel # or detail information, provided by the involved companies. )
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91770
Submitted Via: Web
Date Sent: 2023-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-22
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: On the evening of XX/XX/23, my phone was stolen. My phone was protected with a passcode as well as XXXX, but before I even realized the phone was missing or had a chance to deactivate it, whoever stole it was somehow able to unlock it. They were also able to get into my USAA banking app. It appears that they attempted this multiple times, but because they had access to my email ( through my email phone app ), they were eventually able to access the app. They then proceeded to make several transactions from my checking account. There were several {$1000.00} transactions via XXXX from my checking account to an account with the name XXXX XXXX, which I was unfamiliar with, and assume belonged to the person that stole my phone. Two transactions went through, even though USAA policy states that only {$1000.00} should be able to be transferred within a 24 hour period. They continued to try to make XXXX transfers, as there are two additional cancelled transfers on my checking statement. I assume when this failed, they tried a different method, which was XXXX XXXX, and they were able to transfer {$2800.00} out of my account with this method. After this, a total of {$4800.00} were missing, and my account had only {$53.00} left. As soon as I realized this had happened, I contacted USAA and submitted a fraud report explaining the details of what happened. I was told that I would be contacted within the next two business days and was reassured that I would probably have my funds replaced. I continued to contact USAA for the next several days in a row about the status of my fraud claim, but no one was able to give me a real update, only that the investigation was ongoing, and someone should be contacting me soon. This continued for over a week. Finally on XX/XX/23, I received a message to my inbox on my USAA account that my fraud claim had been denied and I was found liable for all the missing funds. I immediately called and asked why the claim was denied, and was not given a straight answer immediately, but after talking to several different people, the reason I was given was that if I had Face ID and a passcode enabled, there was no way anyone else could have accessed my phone or my USAA app. But this was exactly what happened. In addition, I discovered that the fraud claim that was opened was only for the two {$1000.00} XXXX transactions, and not the {$2800.00} XXXX XXXX transaction. So I immediately requested an appeal for the initial fraud claim, and opened a fraud claim for the {$2800.00} transaction. In the mean time, I have had to borrow money from my parents just to cover rent. I continued to try to contact USAA for updates daily, without success in obtaining an update. On XX/XX/23, I was notified that a " temporary '' {$2800.00} credit was being applied to my account while the XXXX XXXX transaction was being investigated. I continued to try to get in contact with USAA. I was able to get in touch with someone in the XXXX XXXX department, who seemed like they would be helpful, but after multiple attempts to try to contact this person directly, I was also unsuccessful. It was not until XX/XX/23 that I was sent another notification to my USAA inbox that my fraud claims were denied again, for the same reason, and the temporary {$2800.00} credit would be removed. During this time I had lost faith in USAA and had therefore moved all remaining funds to a XXXX bank Account, so the {$2800.00} debit resulted in my checking account being overdrafted. I then began receiving daily calls requesting that I make a transfer to resolve the overdraft. During these calls I attempted to explain my situation, but this did not seem to have any effect. I was able to transfer money back into the account on XX/XX/23 to return the checking account to XXXX, as I was becoming frustrated with the frequent calls, and feeling helpless to resolve the situation. During this whole process I felt that USAA 's communication was very lacking, and I feel outright lied to, when I am told that someone would be in contact within XXXX days, and then I do not hear anything for over a week. And when I do hear something, it is an inbox notification, not an actual person that I can speak to. In addition, I believe that USAA 's own policy was violated with the two {$1000.00} XXXX transactions within XXXX hours. Their explanation was that one transaction occurred just before midnight on XX/XX/23, and the second occurred just after midnight on XX/XX/23, therefore they occurred on two separate days, and the policy does not apply. That does not make sense to me. In addition, I was never able to actually speak to anyone from the fraud department, and I do not understand how they did not find the multiple attempts to access my USAA account, followed by the multiple transactions, suspicious. I do not feel that I should be held liable for these, and it has affected my ability to pay my rent and bills.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78745
Submitted Via: Web
Date Sent: 2023-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-22
Issue: Fraud or scam
Subissue:
Consumer Complaint: I was the victim of a job scam. I accepted the job and was told that I would start later that month and that I need to complete a written assessment. After I completed the assessment I was told that I would need to order office supplies, so they emailed me a check for {$4300.00} and told me to deposit it in my own account and to send them a receipt. My bank USAA accepted the check immediately and did not mark it as fraud. After depositing this check, the job scammers told me the following day they to wire nearly all funds to an account to pay for equipment. This was on XX/XX/2023. Then the following morning after I wired the money, they send me another check to deposit and said that the money sent previously was not enough for all my office equipment. I told them I cant deposit and send another check because I have a daily limit. I cut off all contact with XXXX XXXX after that and informed my bank. My bank did not help me until I called a third time and asked them to stop the check and the wire transfer. They stopped the check but blamed me for the job scam and refuse to assist me further. I was told my bank account was locked every time and under investigation since I reported the scam. USAA let me know that the wire transfer was stopped and that the check was stopped. I was told it would take XXXX calendar days, then up to XXXX business days before my account would be unlocked. I called USAA XXXX times a week for XXXX weeks until I was transferred to the fraud department who told me that my account was not locked, and that they did not stop the wire transfer because they believed it was my fault for being scammed and that I had to pay the $ XXXX due to the check being fraudulent. They did not say they knew it was fraudulent. I reported it as fraud which is why they stopped the check. They refuse to help me any further so I had to file a police report and contact the bank where the wire transfer was sent to by myself .l. After weeks of getting the run around and heading that everything was being investigated, I was rudely told by the fraud department that this was all my fault and that I needed to pay up. They also made it a point to bring up the fact that I previously disputed a charge from an app ca. Instead of helping me in a difficult time where I had to find someway to pay my rent since I was made to believe my account was locked and that they were helping me resolve this.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78745
Submitted Via: Web
Date Sent: 2023-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A