Date Received: 2023-03-23
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I am writing to file a complaint against USAA Federal Savings bank for their failure to respond to a dispute I sent to them over 30 days ago. I believe they are in clear violation of the law as per 15 USC 1681a 2 ( A ) ( i ) by reporting this transaction or experience ( Utilization ) on my consumer reports which CONGRESS clearly states IS NOT included on my CONSUMER REPORTS.which requires them to report my credit utilization accurately. On XX/XX/2022, I submitted a dispute to USAA Federal Savings bank regarding inaccurate reporting of my credit utilization. However, I have yet to receive any response from them regarding my dispute. This is in clear violation of the Fair Credit Reporting Act, which requires lenders to investigate disputes and respond to them within 30 days. I have attempted to contact USAA Federal Savings bank multiple times, but have not received any response. I am concerned about the impact this inaccurate reporting could have on my credit score, and I believe it is the responsibility of the bank to rectify the situation in a timely manner. I am requesting that the Consumer Financial Protection Bureau investigate this matter and take appropriate action to ensure that USAA Federal Savings bank complies with the law. I also request that USAA Federal Savings bank provide me with a timely response to my dispute, and take corrective measures to accurately report my credit utilization. Thank you for your attention to this matter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 70056
Submitted Via: Web
Date Sent: 2023-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-23
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: usaa retallatated when it stop mre from print copys of my checks this ocured when i file my proir claim whem i printed check to send to as proof of usaa wrong during, retallation was i filed the compliant,
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23435
Submitted Via: Web
Date Sent: 2023-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I asked the company who is XXXX XXXX how many payment made to this company i want to know how many di they get al how did they get this name in my bill pay account
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23435
Submitted Via: Web
Date Sent: 2023-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-22
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I cant belive the govern ment require you to use direct depost so whenn usa miss used my funds and the complint file i thought it would do do something after the vets was during as instructed to do the credit union chargring you twrice for the same bill pay items i know i am not the only one with issue usaa action is costing me my home how in the would can you have reversed payments with the assessing a return check fee i was never notice fieed field usaa took out two times for the same item and increase the cost of the item I never got notice of returned check s instead usaa kept the funds in a pending account and never no notification of such why we meet goverment requirement we got no help and know now i was not the only one they got no help either i am about to lose my home behind this bs you are not seeing twice you are being charged two times usaa used my funds to meet their responsability and cover up wrong during Their security is so good but others got in my bill pay added names of a mortgage another mortgage company whom was paid monthly
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23435
Submitted Via: Web
Date Sent: 2023-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-22
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: Found out in XX/XX/2023 that my auto policy was renewing in XX/XX/2023 with and went from {$760.00} to {$980.00} for a 6 month policy. I spoke with 2 reps and was told that if I enrolled in the safe pilot program, I would get at least a 10 % participation discount as well as up to a 30 % discount. I called back when the policy renewed because I received no discount as promised by two representatives. I downloaded the app and had it monitor all driving habits 24 hrs a day for 2.5 months. I was then told that I had to now wait until the next policy renewal in XXXX because I was supposed to be enrolled in before XX/XX/XXXX for it to be effective for this term. I was told that I shouldve at least received the 10 % participation discount but they had no idea how to apply it. A supervisor of USAA transferred me to XXXX XXXX XXXX of the USAA advocacy team on XX/XX/2023. Our initial conversation on XX/XX/XXXX went well but our follow up conversation today ; did not go well. XXXX accused me of lying about eve downloading and using the SafePilot app in the past and kept loudly saying that her decision is final. On multiple occasions, I requested to speak with someone else and informed her that her tone and mannerism were both unprofessional and unwarranted, but there was no change. Im told that the calls are recorded so it should be easy to hear the entire conversation. Ive been with USAA for 19 years which is my entire military career and use them for car insurance, life insurance and home owners insurance and demand respect, professionalism and honesty. If I was promised a discount by 2 employees on separate recorded calls ; then that discount should be honored.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20603
Submitted Via: Web
Date Sent: 2023-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-22
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: However, my account was close due to valid fraud claims that I have been through since opening my account. My vehicle was stolen multiple of times and all of my personal Information was taken. I been having trouble keeping my bank account secure. Furthermore, USAA closed my account due to suspicious activity & I havent didnt do anything wrong but besides to keep my sccount secure. Now my bank is restricted, I have a family and a life. I now cant access any of my funds. They want me to wait 60 days on my money to get. This is ridiculous!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MS
Zip: 38654
Submitted Via: Web
Date Sent: 2023-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-22
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: XXXX XX/XX/2023 USAA took XXXX ( which was a provisional temporary credit ) from my Checking Account after the end of a dispute in favor of the merchant XXXX. I called in and had USAA re-open the dispute. On XXXX XXXX 2023, I received a letter from USAA stating that the dispute was in my favor and that I should keep the provisional credit as it is now permanent. On XXXX, XXXX and XXXX XX/XX/2023 I've called multiple times to find out when I will receive my money which was taken back in XXXX. Each employee I've spoken with has failed to give me a direct answer and act as if they are attempting to open another dispute or telling me to call back tomorrow. I am asking direct questions but getting " used car salesman answers '' in which they attempt to go back into what type of dispute or re-open the dispute. I want my money back that was taken and thats it.
Company Response: Company believes complaint is the result of an isolated error
State: AE
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-21
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: XX/XX//23 I was victim of a phishing scam ; no assets were lost ; XXXX/XXXX/23 bank froze my checking and savings accounts. XX/XX/23 attempted to use existing debit card, declined by vendor. XXXX/XXXX/23 new debit and credit cards sent by USAA, activated ; received communication from USAA indicating that no fraud had occurred. I contacted USAA and requested a re-review of all circumstances. XXXX/XXXX/23 attempted to use new debit card, declined. XX/XX/23 USAA communication indicated that I would receive another debit and credit card. I will activate and likely have transaction declined as USAA organizationally does not appear to have integrated their systems to preclude new cards being sent to subscribers with " frozen '' accounts. I have made numerous calls to the security and fraud department of USAA regarding frozen assets, the status of my auto bill pay, USAA insurance, mortgage and XXXX XXXX XXXX payment, accrual of interest on savings account with no response. At NO time did I receive written communication from USAA. Further neither me nor USAA sustained any financial loss due to this criminal activity. On XXXX23I drafted a letter to the USAA CEO, Chairman of the Board and Sr VP and General Manager Bank Fraud Management and General Operations . This letter identified the situation, reminded them that I had been a loyal subscriber for over 30 years, as well as a XXXX XXXX XXXX XXXX. I am nearly XXXX years old, XXXX with XXXX XXXX and a recent XXXX XXXX XXXX. I requested the immediate closure of my savings accounts and forwarding of a certified check for the account balances so that I can, with a new bank, purchase my medicine, pay my mortgage, XXXX fees, utilities. I have received no response. This treatment which I believe is a further victimization of a loyal, senior, vulnerable subscriber, without a clear explanation of the process and access to my funds clearly merits examination from both the highest level of USAA as well as the CFPB.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60645
Submitted Via: Web
Date Sent: 2023-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-21
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I recieved a text message from a XXXX XXXX a XXXX XXXX Broker who works with XXXX XXXX XXXX about lowering my rates for a mortgage I applied to through USAA the message had a STOP if you do not want any of these messages in the text so I did that. After about 15min I received another Text followed by 54 calls from XXXX till XXXX. all with the same thing about being brokers trying to lower my interest rates on my home mortgage. The info I was given via text was XXXX XXXX XXXX XXXX Broker NMLS XXXX p : ( XXXX ) XXXX c : ( XXXX ) XXXX XXXX : XXXX XXXX : XXXX a : XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX, MI XXXX After I told her I was reporting her here she gave one more sales pitch and ended the conversation then proceeded to send another text message from another phone number ( XXXX ) XXXX The calls came from these numbers XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I give up there's too many and they keep coming I have asked them to take me off there list to stop texting and they just keep coming
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33578
Submitted Via: Web
Date Sent: 2023-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-20
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: who is XXXX who put them on my account and why not to the person, company intended did you send them payment how many i need to know the name of the person the date this action occured need the fax number my scanner is broken
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23435
Submitted Via: Web
Date Sent: 2023-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A