Date Received: 2023-07-20
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Per the information on USAA 's app and URL, they recommend investing with XXXX XXXX. i opened a XXXX IRA XXXX XX/XX/XXXX for {$7000.00} i transferred {$110.00} XXXX XX/XX/XXXX XXXX XXXX closed the access to my account XXXX XX/XX/XXXX and then permanently closed the account by XX/XX/XXXX and kept my money. I've made constant attempts to speak with someone from XXXX XXXX to no avail. I filed with the SEC XX/XX/XXXX ( SEC Response - File XXXX : XXXX : XXXX ) and XX/XX/XXXX the SEC called and stated that XXXX XXXX said to come get the money / file a dispute with your financial institution ( USAA ) and they will pull back the money you sent. I called USAA XXXX XX/XX/XXXX to file a dispute. XXXX XXXX i received a response denying the request. I called USAA again XXXX XXXX to find out how to get this accomplished as i have not received the services for which my money was sent/spent. The agent said to file another dispute, which they did. XXXX XXXX i received another denial, and this time, the entry the agent put in was for the incorrect amount, so i've now confirmed that this 'denial ' is an automated response, no one is actually doing any work nor retrieving the funds. The SEC says i am to provide the document number of my claim with them to the financial institution so they can verify the response from XXXX XXXX. I did that and have provided it again above.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 778XX
Submitted Via: Web
Date Sent: 2023-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-20
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Refer to CFPB complaint XXXX for background with my issues with USAA. As a result of their admission of fault in the result of cancelling my accounts without merit, I discovered they reported an open credit card account for the month of XXXX. Referring to the response from USAA on CFPB complaint XXXX : " XXXX XXXX, XXXX staff facilitated a re-review of the decision to discontinue doing business with you. It was determined that the decision was made in error, and steps were taken to reverse the actions taken and the restrictions were removed. We addressed the identified opportunity with the individual involved, to ensure appropriate handling of similar situations moving forward. We regret any frustration you experienced. '' If you refer to the CFPB complaint, you will note that I was informed ( apparently ) on XX/XX/XXXX by " XXXX '' that my accounts were closed. I learned this in a call with the Office of the CEO on XX/XX/XXXX - check the call recording. This was in the notes of the action made by " XXXX '' when she went to cancel me. In the attached document, you'll note the credit card was opened in XXXX, after I was cancelled by " XXXX '', yet the result from the CFPB complaint was in XXXX. I have never used this account, did not have access to it, did not activate any cards with the account. I've tried to dispute this invalid credit card account via the Credit Bureaus, and so far XXXX has reported that USAA has rejected this as " open '' still. At the same time that I closed the checking/savings account, I also asked to close this " ghost '' credit card account. I have been rejected for new credit cards from other institutions because of this " ghost '' account showing on my record. My credit score has dropped XXXX points as a result of these action ( s ) by USAA and the unjust retribution actions by employee " XXXX '', with USAA falling in line with those actions until CFPB complaint XXXX was filed and those unjust actions reversed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 477XX
Submitted Via: Web
Date Sent: 2023-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-19
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: this bank has given me problems i want to close my accounts and take my business somewhere else. they are forcing me to stay with no access to my funds
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 14424
Submitted Via: Web
Date Sent: 2023-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-18
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: According to the latest SEC filing, there only exists a USAA Auto Owner Trust 2022-A which was recently filed for presale for USAA on XXXX XXXX XXXX XXXX but not the current trust indenture contact information or indenture trustee information for USAA 's credit cards on the SEC. In fact, if you look on the SEC site or USAA 's site or U.S. Bank National Association 's information, that doesn't come up at all in regards to that particular trust indenture. The USAA Auto Owner Trust 2019-A also has an indenture trustee contact that appears to be outdated and shows that they ( XXXX XXXX XXXX XXXX have left the U.S. National Bank Association according to public information on their employment leaving no successor trustee for the public to be aware of. I am demanding that USAA produce the latest information for the public to view on both auto and credit card trust indentures in relation to fiduciary duties and contact information. Need I remind you of the importance of refraining in showing information on the grounds of having conflict interest to the beneficiaries of the trusts as noteholders. " Fiduciaries are assigned a number of detailed duties and responsibilities, which include " the proper management, administration, and investment of [ plan ] assets, the maintenance of proper records, the disclosure of specified information, and the avoidance of conflicts of interest. '' XXXX XXXX XXXX XXXX, 508 U.S. 248, 1993
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 782XX
Submitted Via: Web
Date Sent: 2023-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-20
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/XXXX, I noticed charges to my checking account that neither my wife nor I authorized. I promptly called USAA and described the five charges that were not made by either of us. The merchant 's name for all 5 is " XXXX XXXX XXXX XXXX XXXX On XX/XX/, I was charged {$41.00} ; on XX/XX/, {$28.00} ; on XX/XX/, {$54.00} and {$1.00} ; and on XX/XX/XXXX, {$100.00}. The first letter confirming my dispute should have included the XX/XX/, charge of {$1.00}. Instead, USAA only included a XX/XX/XXXX charge of {$41.00} ; a XX/XX/XXXX charge of {$28.00} ; a XX/XX/XXXX charge of {$54.00} ; and a XX/XX/XXXX charge of {$100.00}. Additionally, that a provisional credit would be applied to my account. I received a rejection letter that evening after calling USAA on Wednesday, XX/XX/XXXX, to notify them of their failure to include the XX/XX/2023, charge of {$1.00}. USAA 's rejection letter notes that they have " determined that the listed transactions are not fraudulent '' and " this concludes our investigation, and no further action will be taken. '' Additionally, the provisional credit applied to my account would be reversed. I immediately called USAA to invoke my right to " request information or documentation [ they ] relied on to make [ their ] decision, '' as stated in the rejection letter. The USAA customer service representative noted my request and told me I would have a response on whether the documentation would be released within the coming days. I questioned for clarification, to ensure I understood, that I was invoking my right to " request '' information, so did that mean I was not entitled to receive them? The USAA then gave me the impression that the request was a mere formality. I have never been to a XXXXXXXXXXXX XXXX XXXX XXXX XXXX While I live in XXXX XXXX, neither my wife nor I were in XXXX XXXX during some of these transactions. Moreover, she and I were at work while some of these transactions occurred. I am disheartened that USAA fraud investigators contacted her nor me to question anything about these charges. Instead, we have lost {$230.00} and become fraud victims.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: NM
Zip: 87505
Submitted Via: Web
Date Sent: 2023-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-18
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I called on XX/XX/23 about XXXX transactions I wanted to dispute. XXXX was submitted via form and did not get created until XX/XX/23. The other was created on XX/XX/23. The one created on XX/XX/23 has no update and only states it was received. The one created on XX/XX/23 is in process and a provisional credit has been issued. I called on XX/XX/23 to get an update. No update was provided and the representative advised they would put in a request for additional information. That will have been a week ago tomorrow XX/XX/23. It does not seem as if my bank wants to work on resolving my dispute.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 45231
Submitted Via: Web
Date Sent: 2023-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-19
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: no savings statment for XXXX months then accounts locked now account recovery unit supposed to be XXXX days but its been a week
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 14424
Submitted Via: Web
Date Sent: 2023-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-19
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/, I received a notification from my bank ( USAA ) that my profile had been changed. I immediately looked in my account and say that my profile was updated to XXXX. My spouse of XXXX XXXX had XXXX XXXX XXXX XXXX on the evening of XX/XX/XXXX. I was unaware and still have no idea how USAA received notification because I am the only spouse and we have XXXX children XXXX of which are adults. About 15 minutes after that profile changed I was contacted by USAA on my cell phone by a female stating she was from survivors ' benefits asking if it was a good time to talk. I said No, so she gave me a phone number of XXXX to call them. On Saturday, XX/XX/XXXX my joint card was declined at the post office. I used another form of payment and thought my card has been cancelled. When I returned to my car I pulled up the USAA app and saw a reversal " XXXX XXXX in the amount of {$1700.00} '' leaving an available balance of {$36.00} in my joint account with last four XXXX. I looked in my other joint account and saw " XXXX XXXX XXXX XXXX {$1400.00} '' leaving an available balance of {$420.00} in account with the last four XXXX. Both of these transactions were dated Friday, XXXX XXXX XXXX I thought to myself XXXX must have been notified of the Veteran 's XXXX but I wonder why they didn't mail me out any information to complete for the survivor 's benefits. Then today, XXXX XXXX XXXX I noticed in my joint account ( XXXX ) that there was another reversal of {$2300.00} leaving a negative balance of $ XXXX. Then in my XXXX XXXX account ending in XXXX there was a reversal labeled SSA Tres Reversal {$590.00} leaving a negative balance of over {$150.00}. I contacted XXXX XXXX XXXX this morning at XXXX and spoke to someone named XXXX about filing a claim for my husband 's pension. I made a comment about them being aware of my spouse 's XXXX because of the reversal payment of {$1700.00}, to which he responded that this was the first time they received notice and it may have been the BANK who reversed the charge. He provided me with a form number so I could make a claim for the prorated amount to be returned, but in their records they had not made a claim against the amount to be returned to them. Of his retirement pension that totaled {$2300.00} approx {$310.00} would not be entitled to me. My husband 's main pension was deposited to XXXX XXXX in the amount of {$500.00} the two USAA accounts were allotment accounts that received the {$1700.00} to the joint acct and {$100.00} to his single account. I don't know at this point if the {$100.00} was reversed by USAA to the XXXX. I contacted USAA at XXXX and spoke to XXXX XXXX who could not provide information about the reversal says that I needed to submit a XXXX XXXX by the link he sent to me because they have governing laws and need a copy of the XXXX XXXX. Next I contacted the XXXX regarding his XXXX benefits in the amount of {$1400.00} at XXXX where I was then informed that again there was no request made for the reversal, however after filing the claim I would be entitled to that payment and ANY overage would be notified to me by the XXXX to my husband 's estate. LASTLY, I contacted the SSA about the reversal and AGAIN I was informed their agency had not initiated a reversal and the amount of my husband 's XXXX check would now be divided between the XXXX minor children, but their benefits should not have been reversed. That reversal from the bank will NOW go through their payment central and any underpayment to his dependents would then be returned to them. I called USAA back and was informed by agent XXXX in survivor benefits department that no recalls were received. Meaning no agency requested the funds be returned. It appeared in the system that the bank initiated the returns. XXXX XXXX XXXXXXXXXXXX XXXX XXXX once the account has been credited the money belongs to me the joint account holder. I was advised that the bank received notification of the XXXX by running all members social security numbers weekly. They have asked for the XXXX XXXX but I refuse to send it. Why? They have been changing profiles and withdrawing money so why not keep doing as they have without a XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 244XX
Submitted Via: Web
Date Sent: 2023-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-17
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: IN ACCORDANCE WITH THE FAIR CREDIT REPORTING ACT. THE LIST OF ACCOUNTS BELOW HAS VIOLATED MY FEDERALLY PROTECTED CONSUMER RIGHT TO PRIVACY AND CONFIDENTIALITY UNDER 15 USC 1681. XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX USAA SAVINGS BANK XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27534
Submitted Via: Web
Date Sent: 2023-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-17
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: This complaint is in regards to USAA SVG BK acct # XXXX I've disputed this account with XXXX, XXXX XXXX and XXXX XXXX I've also submitted several certified letters to all three credit bureaus with no resolve on the repeated reporting of this inaccurate information on my credit report. In accordance with the Fair Credit Reporting Act. The listed above account has violated my federally protected consumer rights to privacy and confidentiality under 15 USC 1681. USAA SVG BK has violated my rights. 15 U.S.C 1681 section 602 A. States I have the right to privacy. 15 U.S.C 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish an account without my written instructions 15 U.S.C 1681c. ( a ) ( 5 ) Section States : no consumer reporting agency may make any consumer report containing any of the following items of information Any other adverse item of information, other than records of convictions of crimes which antedates the report by more than seven years. 15 U.S.C. 1681s-2 ( A ) ( 1 ) A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate. Also 15 USC 1666b ( a ) clearly states that a creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for any purpose. This therefore is fraud on both the CRA and the furnisher of this information
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 48167
Submitted Via: Web
Date Sent: 2023-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A