Date Received: 2023-05-07
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: This is a brief explanation of what we have been dealing with over the last 5 months. The attachments go into some more detail and I would be happy to review them more in-depth and provide copies of the audio recordings as well for anyone that would be willing to investigate our allegations. In XX/XX/XXXX, we purchased two scooters through XXXX from a third-party seller, XXXX XXXX. The scooters did not meet many of the specifications advertised in writing by the manufacturer and one stopped working completely. We initiated a return with XXXX 2 days after receiving the items. The third-party company reached out through our contact information provided by XXXX to speak on their behalf. XXXX XXXX had asked us not to return to XXXX but instead to go directly through them. In lieu of a return, they reassured us that if they were unable to fix the scooters to reach the manufacturer 's specifications then they would provide us with a refund, and we would not have to return the items. Before completing this cancellation, we contacted XXXX to verify that this was accurate as we did not fully feel comfortable with this. The XXXX representative stated that this was a common practice and urged us to collaborate with the seller to resolve the issue. We canceled our return and began to work with the seller continuously over the next 6 weeks. We have recorded all voice calls along with conversations ( attached ) in email and chat. Additionally, we paid {$300.00} to a local repair shop to help us isolate the issues with the scooters under the guidance of a XXXX representative 's suggestion to mitigate the process as we continued to keep them in the loop. We began to have some concerns again as our return no-later-than-date got closer and XXXX XXXX began to ignore our messages. However, XXXX sent them a message and again, they urged us to keep working with them since we had already begun the process and they had made promises to us. The final contact with XXXX was a three-way call with XXXX XXXX XXXX ( XXXX ) and XXXX XXXX XXXX XXXX ) and both agreed to continue working with XXXX XXXX. He promised us again a refund giving us a direct phone number to their office. We reached a XXXX XXXX Representative by the name of XXXX, and they agreed to a refund and asked for a couple of days to process it. We were now outside of the XXXX return window. XXXX XXXX then sent us an email that they would not be fulfilling their promise and that we needed to return the scooters to receive a refund. The company stretched out its promises for weeks, repeatedly telling us that they were trying to reach their technicians and would be getting back to us. They thanked us for our patience and eased our concerns with no intention of helping us. We can now no longer return these to XXXX as we had intended 2 days after receiving the products and our children still have not received their XXXX Gifts of the scooters. The second part of this is the interactions we had involving USAA to dispute this charge. Before XXXX XXXX return no-later-than-date, we had contacted USAA to inquire about this situation with concerns about us not being able to complete a return nor get a refund and being stuck with two scooters that were essentially fraudulent products. Since we still had a few days to return the scooters to XXXX, we called and asked to speak with someone in the disputes department to explain that we were worried about this situation. We explained what we were going through to the representative we spoke with and asked if this would be a disputable issue had they not returned our money as promised. They stated that this sounded like a clear-cut case of fraud, and we could dispute it if it happened. Because of this, we decided to take the risk and follow through with XXXX XXXX. In XX/XX/XXXX, we opened a dispute with USAA when XXXX XXXX revoked their refund as instructed. They gave us provisional credit until the solution was resolved. We sent them all of the documentation that I sent over with this request and also informed them that we have all of the voice recordings available on multiple occasions. The USAA representatives that we have spoken with all stated that it was obvious to see how the company had been deceiving us and that it was a clear manipulation for XXXX XXXX to 'run out the clock ' until we were outside of the return window through XXXX XXXX They all agreed that it was apparent that we were doing exactly as instructed and that XXXX XXXX faulted on their product as well as their promise while being encouraged to continue forward by XXXX representatives. After not hearing from USAA for some time, we reached out and were told that they had not received our evidence about 1 month after we had submitted the evidence the first time. We submitted all of the emails and receipts again and we even had someone try to say a second time that they did not receive it. We, unfortunately, had to explain much of what we had been dealing with during every phone call as a proper note did not seem to be included in our case. While most representatives were very courteous and understanding of our situation, we did have one representative named XXXX that had contacted us with a vastly different demeanor. She had asked for some information and after explaining what we were going through, essentially felt like it was not a dispute after all. We attempted to explain to her the inaccuracies and her aggression and interruptions escalated to the point of her yelling at us for an extended period of time. It was so much so that we felt concerned that she would not be unbiased when overseeing our case and requested to speak with her supervisor. We explained the way that she had treated us and our concerns about her ability to complete her investigations appropriately and without her personal feelings interference. The supervisor apologized and reassured us that this would not be the case. However, it is difficult to feel as though this is accurate. Even though the representatives that we had spoken with all stated our case was valid repeatedly, we got a denial letter from USAA, and they proceeded to take back the provisional credit. USAA stated in their denial letter that " no error occurred '' and we called in because we did not understand why it was denied nor what the denial reason had to do due to the fact that this was reported as fraud and not due to an error. When we called in, we spoke with a representative, XXXX, the day we received the letter. She reviewed our notes and stated that she also does not know why it would say that or why it would be denied. She also agreed that it was fraud and told us we needed to specifically ask for a member from the MRT department. We have now requested to speak with the Escalations and 'MRT ' departments but have yet to receive any callbacks from any of our messages. At this point, we are not sure what is the best direction to go in to manage this and have started seeking legal representation. We are prepared to go as far as necessary to fight these charges as we clearly received faulty and/or misrepresented products as well as the company trying to manipulate us with false promises. This includes USAA being a party to this in the end as we asked about this situation before taking the risk. Because of the statements and promises that were made by these companies, we chose to go in the direction that we did. We are also more than happy to send the phone recordings from XXXX, XXXX XXXX and USAA or anything else that is needed as well as answer any questions. Ultimately, we went through diligent work to meet the seller 's requests for 6 weeks followed by another 6 weeks of waiting for investigations, and still have not received the product that we paid for.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 763XX
Submitted Via: Web
Date Sent: 2023-05-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-08
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I informed USAA on over 4 occasions that my checking account # XXXX was a subject of fraudulent activity. On XXXX XX/XX/XXXX, a transfer of {$5000.00} dollars went into the account while simultaneously a transfer out of {$5000.00} went out to an account ending in XXXX. I did not make any of these transactions nor do I know what this account is ending in XXXX or who owns the account to where the {$5000.00} was transferred too. There was never {$5000.00} to transfer. I also had similar activity around XXXX XXXX in my saving account ending in XXXX with three different transactions of {$5000.00} each time to a total of {$15000.00}. I filed a fraudulent claim and USAA confirmed the fraud in that they mentioned someone had my wifes information and broke into the account. USAA brought the account to the original balance prior to the fraud, and I closed that account. I feel USAA is not even investigating this fraudulent transaction on my checking ending in XXXX nor looked at the notes from my closed account where the fraud investigator clearly found fraudulent activity. I have spoken to numerous USAA employees and have gotten nowhere. I asked for the information of this mystery account ending in XXXX and they will not provide it. I also question USAAs banking procedures where they accepted a {$5000.00} dollar deposit and issued a {$5000.00} withdrawal immediately on the same day without waiting for the funds to clear. I do not use this account very much and my last activity prior to the fraud was back in XX/XX/2022. Please help me in any way you can. USAA has gone downhill over the last 10 years. I have been a loyal customer for over 20 years and my loyalty is waning. There must be some banking procedures they violated by allowing transfers of {$5000.00} to occur simultaneously without a waiting period for the funds to clear. I did not make these two transactions and I know sit {$5000.00} in debt of which I did not commit. Thank you in advance, COL ( Ret ) XXXX XXXX XXXX XXXX XXXX
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: AL
Zip: 35603
Submitted Via: Web
Date Sent: 2023-05-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-05
Issue: Problem with a company's investigation into an existing issue
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: My insurance company USAA has been overcharging me for auto insurance for nearly a year ( if not longer and I just wasn't aware ). Initially there was incorrect information on XXXX XXXX that I had removed, but that did not result in a lower premium as USAA stated that they could not change the premium in the middle of a billing cycle. When the billing cycle did change, my rates went up rather than down. I called several times and no one would give me a straight answer. One rep said it was because of late payment. My late payments were all made late because I was trying to dispute the amounts. And then they could not provide me a quantitative answer on how much late payments would affect my premiums. Another rep said it was because rates went up in Florida where my vehicles was insured but again no quantitative answer given. Another person said my rates went up because I had a claim in 2020 even though I was paying for accident forgiveness. The rep then claimed that USAA didn't count accident forgiveness for the claim in question. Lastly, I enrolled in USAA 's XXXX XXXX program where they monitor my driving habits through my cell phone. In XXXX I cancelled several insurance policies for vehicles I had insured in Oregon because I saw I was being overcharged. USAA stated that they cancelled my insurance ( untrue ) and then when I asked about my Florida policy again as to why the rates went up they stated that 1. I lost my multi-vehicle discount-which could not be true because the OR and FL policies were separate policies and 2. They stated that my SafePilot discount onlu applied to my OR policy.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33470
Submitted Via: Web
Date Sent: 2023-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-05
Issue: Problem with a lender or other company charging your account
Subissue: Can't stop withdrawals from your account
Consumer Complaint: On XXXX I was scammed out of {$4500.00} by someone pretending to be USAA. They decided it was fraud on XXXX. Based on XXXX Pays evidence, they re-charged me {$4500.00} on XXXX. They are refusing to give me my money back. Even though I have a police investigation with XXXX XXXX Police Department case no XXXX. The bank wont talk to the cops. XXXX XXXX thinks I owe them money so they keep debiting my bank account. I even took my debit card off XXXX XXXX and they still charged me. XXXX wont help because to them the money is gone. Im out {$4500.00} due to financial bank fraud. My bank wont insure my money against fraud.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30083
Submitted Via: Web
Date Sent: 2023-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-05
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I am a US Veteran so I reopened a checking account with USAA. I was transferring money from my old account with XXXX XXXX into my new account with USAA. I had set a transfer for {$180.00} to move from XXXX XXXX into USAA, but before the payment could be withdrawn and moved over, there was an insurance payment that came out of my XXXX XXXX account on the XXXX if XXXX that wasnt supposed to come out until the XXXX of XXXX. So because of this transaction the money that was set to transfer over got denied by USAA and they charged me a {$5.00} return fee. Then without a call or anything they closed my account and tried to call it fraud. I tried exposing to everyone I could about what had happened but no one is listening to me. The refuse to allow me access to my money and Ive been told that it will be up to XXXX XXXX before I will be sent a cashiers check with my money. I ca not go XXXX XXXX without my money. I need my money.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28792
Submitted Via: Web
Date Sent: 2023-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-04
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: Recently i had my credit report checked and it was brought to my attention that a account i had paid off is showing as open/delinquent.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92220
Submitted Via: Web
Date Sent: 2023-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-04
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: I had identity stolen and credit cards with USAA since last XXXX. They keep telling me it will be resolved but nothing ever happens. It has been 11 months and it is still not cleared up. USAA started sending my statements to Texas last XXXX and the person opened up another visa credit card. I live in California and have never lived in Texas. The person charged over XXXX on the XXXX XXXX and XXXX on the visa in 1 month. We froze the account and they are saying it was me making the charges in Texas. The person also deposited XXXX into my checking which USAA froze for 9 months. They did close the checking and said that was fraud but the credit cards are not. Please help me setting this and clear my credit. XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95628
Submitted Via: Web
Date Sent: 2023-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-04
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: USAA is incorrectly and unlawfully reporting a closed account with bad payment history out of retaliation and malice.This is preventing me from obtaining mortgages, apartmenrs, credit cards and loans. This is a violation of the FCRA. USAA agreed to pay for delete for the old account. This has been paid and closed for over a year.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28120
Submitted Via: Web
Date Sent: 2023-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-04
Issue: Getting a loan or lease
Subissue: Confusing or misleading advertising or marketing
Consumer Complaint: On XX/XX/XXXX - I contacted USAA because I was interested in obtaining a vehicle loan for a used ( XXXX XXXX XXXX with XXXX miles ). The advertised rate was " as low as 5.39 % '' published online and the representative on phone said the best rates for the day were " as low as 5.5 % ''. He also said they do not utilize soft-credit checks and my rate would be finalized after a hard-credit check. I submitted my information and was quickly approved at 6.79 %. I called the representative and was told that he has no information on how the rates are provided. I asked for more information on how to obtain the best interest rate of 5.5 %. He said the underwriters provide the rates and will not interact with the public so I would have no way to get this information. He did say that I had a credit score of XXXX ( excellent ). I called back ( multiple times ) to file an official complaint to obtain more information and after being disconnected ( multiple times ), I was able to submit a complaint and request a call back. USAA has not contacted me to date.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-03
Issue: Incorrect information on your report
Subissue: Information is incorrect
Consumer Complaint: In XX/XX/ my car was flooded in a freak storm. A claim was filed and the car was totaled and paid out under coverage. Only now am I learning that my auto insurance company USAA inaccurately reported the event as " collision. Although I am trying to correct this, I have encountered resistance from XXXX XXXX to access my report. WHY DOES XXXX XXXX HOLD SO MUCH POWER OVER OUR LIVES? WHY ARE THEY ALLOWED TO POST FALSE INFROMATION THAT DIRECTLY IMPACTS MY RATES AND COVERAGE? WHY ARE WE AS CITIZENS NOT INFORMED OF THIS IFNROMATION AS WE ARE WITH CREDIT AGENCY REPORTING?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 70122
Submitted Via: Web
Date Sent: 2023-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A