UNITED SERVICES AUTOMOBILE ASSOCIATION

2019-11-08

Bee Spring, KY

Fraud or scam

Money transfer, virtual currency, or money service: Domestic (US) money transfer

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-11-08

Bedford, TX

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Old information reappears or never goes away
Complaint: THIS COMPLAINT IS IN REGARD TO A CREDIT INQUIRY EXISTING ON MY XXXX CREDIT REPORT PASSED THE LEGAL REPORTING STATUTE OF TWO YEARS. THIS COMPLAINT IS AGAINST THE CREDITOR USAA FSBCC THAT IS FURNISHING THIS OUTDATED INFORMATION TO XXXX. THIS COMPLAINT IS NOT AGAINST XXXX AT THIS TIME. This is a complaint arising under Sections 5 ( a ), 5 ( m ), 13 ( b ), and 16 ( a ) of the Federal Trade Commission Act ( FTC Act ), 15 U.S.C. 45 ( a ), 45 ( m ) ( 1 ) ( A ), 53 ( b ), and 56 ( a ) ; the Fair Credit Reporting Act ( FCRA, 15 U.S.C. 1681-1681x ; and the Fair Debt Collection Practices Act ( FDCPA ), 15 U.S.C. 1692-1692p, to obtain monetary civil penalties, a permanent injunction, restitution, disgorgement, and other equitable relief for the Defendants violations of the FCRA, the FDCPA, and Section 5 of the FTC Act. XXXX provides consumer personal credit reports to regional and national credit grantors, attempting to issue both commercial and consumer credit. XXXX regularly furnishes consumer credit reports to Creditors electronically. XXXX is an entity who regularly and in the ordinary course of business furnishes information to one or more Creditors about its transactions or experiences with its consumers. XXXX routinely receives complaints from consumers who claim they do not owe the debt or that an account is invalid or incorrect. In numerous instances, I have notified XXXX at the address specified for such disputes that XXXX is reporting inaccurate information concerning my consumer credit. As a victim of identity theft and the XXXX Data Breach I expect the information in my consumer report to be accurate and my disputes taken seriously. XXXX has continued to report inaccurate information to the Creditors even after receiving such notice and accompanying proof. In numerous instances, I have disputed the information appearing on my consumer credit report in writing to XXXX. XXXX receives most notices of disputes from a consumer in electronic format, through automated consumer dispute verification ( ACDV ) forms provided on XXXX website. Pursuant to Section 623 ( b ) ( 1 ) of the FCRA, XXXX, as a furnisher of information to the Creditors, is required to conduct an investigation of the disputed information upon receipt of a notice of dispute from a Consumer. For certain types of disputes, such as those where the consumer claims the account is not his or hers or belongs to someone with a similar name, it is XXXX s policy and practice only to compare the name, social security number, date of birth, and address in XXXX s computer database with the information provided on ACDV forms. Where three of the four items match, XXXX will report to the Consumer that it has verified the information it furnished as accurate. It is XXXX s policy that only after the consumer has alleged the same type of account inaccuracy more than four times will the matter become assigned to a supervisor to do further investigation. Because XXXX collects accounts that are often old, information in its computer files may not be accurate for a variety of reasons, including incorrect updating of addresses, errors in recording names and information, and problems with the original Creditors records. In disputes involving identity theft or fraud allegations, XXXX s policies provide that if the existing account codes and notes in its records do not contain any reference to a prior claim of fraud, XXXX will verify the previously reported information without conducting any investigation prior to such verification. In numerous instances, despite written or oral notification from consumers disputing the accuracy or completeness of alleged debts, XXXX continued to furnish the information to the Creditors without communicating that the information was disputed by the consumer. Section 623 ( a ) of the FCRA describes the duties of furnishers to provide accurate information to Creditors. Section 623 ( a ) ( 1 ) ( B ) prohibits furnishers from providing information relating to a consumer to any Creditor if i. the person has been notified by the consumer, at the address specified by the person for such notices, that specific information is inaccurate ; and ii. the information is, in fact, inaccurate. In numerous instances, I have contacted XXXX at the address specified by XXXX to dispute information furnished by XXXX to a Creditor and to notify XXXX that the information is inaccurate. In numerous instances, I have also provided information such as the consumers drivers license, social security number, and/or proof of residence to confirm my identity. The acts and practices alleged above constitute violations of Section 623 ( a ) ( 1 ) ( B ) of the FCRA, 15 U.S.C. 1681s-2 ( a ) ( 1 ) ( B ). Pursuant to Section 621 ( a ) ( 1 ) of the FCRA, 15 U.S.C. 1681s ( a ) ( 1 ), the acts and practices alleged above also constitute unfair or deceptive acts or practices in violation of Section 5 ( a ) of the FTC Act, 15 U.S.C. 45 ( a ). USAA FSBCC is also a furnisher of inaccurate credit information and is just as liable as XXXX. A recorded statement from XXXX states that USAA FSBCC is the one responsible for removing this information from my credit report. As it currently stands XXXX nor USAA FSBCC has not validated or verified the accuracy of this inquiry. They also failed to remove the inquiry from my credit report after the two year statute of limitation. The following outdated inquiries are being furnished by USAA FSBCC and are being reported by XXXX. Inquiry Entry Date Legal Removal Date Inquiry listed as XX/XX/XXXX XX/XX/XXXX As of XX/XX/XXXX these inquires are still being reported.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-11-08

MA

Other features, terms, or problems

Credit card or prepaid card: General-purpose credit card or charge card

Problem with customer service
Complaint: I disputed charges with USAA. USAA refused to honor my credit card agreement and protect its consumer 's rights.
Company Response: Company can't verify or dispute the facts in the complaint Closed with explanation

Timely Response

2019-11-07

Keyport, WA

Managing the loan or lease

Vehicle loan or lease: Loan

Billing problem
Complaint: On XX/XX/XXXX I called USAA auto loan companies to get an extension on my auto loan for the Month of XXXX because I was already paid all the way through XXXX. The initial representative made a mistake and processed it for the paid month of XXXX and had to speak to a supervisor so they could correct it Ive been calling for hours at a time for them to practice and they still have not corrected it saying that they used my extension for the month of XXXX a paid month I was told multiple times they would correct it they will listen to all the phone calls and make sure that my next payment was not due till XX/XX/XXXX and that XXXX the proper month would be extended or deferred. After paying my auto loan biweekly for the past couple of years I am very upset that now that I have medical situations that cause me to ask for a one-month extension the one with extensive has been placed in properly and has now affected me in a negative light even though it should not I am asking for someone to step in and make sure that they process the extension/deferment properly for the month of XXXX and not take my XXXX payment and use an extension for a XXXX balance that is unfair to me as a consumer there are plenty of notes that stem from XX/XX/XXXX all the way through the month of XXXX there are voice recording this was an easy thing for them to correct they couldve either apply the extension properly for XXXX or Or simply use the XXXX payment for XXXX since the process to the extension for XXXX this is not difficult please look into the notes and make them correct this as Ive been a USAA member for 20 years with no delinquencies and now this may cause that and it was USAA bank error and they said fix this immediately thank you
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-11-07

Jupiter, FL

Applying for a mortgage or refinancing an existing mortgage

Mortgage: VA mortgage

Company Response: In progress

Timely Response

2019-11-07

Shalimar, FL

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: 3 months ago in XX/XX/2019, I was notified by USAA that I needed to update my W-9 information. They also threatened that if I did not, they may withold taxes on interest. I have been with the bank for over 40 years and they have that information already. Nonetheless, I called the bank and informed them that I was not subject to IRS witholding and therefor, according to everything I read, was not required to furnish any W-9 info or updates. The agent said that I did not have to sign the form if I did not want to. I said I would not as it is not necessary or required by law ( from what I understand ). She agreed. When I tried to log on last week ( XX/XX/19 ) or so, I was stopped by a pop-up requiring me to sign a W-9 or could not proceed. I finally went thru the maze of document finding and signed it to avoid further complications. When I finally got to my account I noticed USAA had already witheld {$.00} taxes from my measly {$.00} interest gained in my checking account. I do not believe this is legal, as do thousands of other USAA customers complaining on the USAA forum site ( also where I left comment last XXXX ). I would like to get a formal ruling on this as USAA seems to be abusing it's autority with it's customers. Perhaps they have had a security breach, lost customer W-9 's, or info therin, and they are covering it up with this story ... .there are many theories on the forum.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-11-07

San Antonio, TX

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Money was taken from your account on the wrong day or for the wrong amount
Company Response: In progress

Timely Response

2019-11-07

Las Vegas, NV

Managing an account

Checking or savings account: Checking account

Problem accessing account
Company Response: In progress

Timely Response

2019-11-06

Baltimore, MD

Written notification about debt

Debt collection: Credit card debt

Didn't receive enough information to verify debt
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-11-06

Union City, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Company can't verify or dispute the facts in the complaint Closed with explanation

Timely Response

2019-11-06

Ft Lauderdale, FL

Managing an account

Checking or savings account: Savings account

Funds not handled or disbursed as instructed
Company Response: In progress

Timely Response

2019-11-06

Dallas, TX

Getting a credit card

Credit card or prepaid card: General-purpose credit card or charge card

Card opened as result of identity theft or fraud
Complaint: I contacted USAA savings credit card and I explain to them Ive never been in a military and I didnt open up a credit card in my name and someone stolen my information and open up a credit card with a XXXX limit and they refused to shut it down for fraud and take it off my credit report and told me I failed the verification and I need to call back and try again and its XXXX and I need to have this account taking off my credit report and they use my address and my phone Number and I didnt apply for this credit card
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Timely Response

2019-11-06

Oxford, GA

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: Recently retired from the XXXX, my wife who was looking for a job was scammed for XXXX dollars. We called USAA and they told us its our fault so we have to pay. i was unhappy with the answer but immediately paid XXXX to the bank. I then set the account aside so i can make small payments on it. I had another account for bills, i was paid my retirement check and work check totalling about XXXX. This was to go immediately to rent and vehicle payments, but on XX/XX/XXXX USAA, without an email or letter decided to take ALL of my money and paid off that debt leaving me with XXXX dollars. It has been a week and i have no money no bills paid and struggling with my mental health. they have put me in severe hardship. When i called them they told me there is nothing they can do and it can not be reversed. I just want my bill money back so my family and i can survive and buy food.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-11-05

Tucson, AZ

Struggling to pay your bill

Credit card or prepaid card: General-purpose credit card or charge card

Credit card company won't work with you while you're going through financial hardship
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-11-05

NJ

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Company Response: In progress

Timely Response

2019-11-05

Val Verde, TX

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Complaint: Hello ... My daughter and I has a Joint Account with this particular Bank..and shes also A XXXX In The United States XXXX ... On XX/XX/2019.. I deposited my XXXX check mobile ... like I always do every 2wks ... I made 5 Transactions afterwards ... Then I checked my balance like always ... ... So ... The next morning XX/XX/2019 ... My daughter texted me and asked whom was this lady that XXXX my account ... I asked her what lady ... I dont know anyone by that name ... and that someone had deposited a couple of thousands in my account also ... and took hundreds out of my account ... There were Thousands of dollars deposited in my daughters account as well ... Do I asked her what is going on..so she called the bank and they told her the checks will have to clear ... So she asked about my account ... but they wouldnt give her any information ... so I called to see what was going on ... They told me the checks will have to clear before they can investigate ... and it will take until XX/XX/2019 to clear ... So ... I asked them what am I supposed to for 2wks ... that was 80-90 percent of my check gone ... ... So for a whole week I kept calling to see what was going on ... They still couldnt give me any information ... So..My daughter and I got on a three way call ... To talk to the manager or someone in the Fraud Department ... Theyre asking us did we give anyone our information ... Which was insulting our intelligence ... Apparently my daughters and my Identity was stolen in order for this to happen ... and that bank is telling me I cant get my money back and it wasnt fraud ... so that left my account in a negative ... I seen some reviews on this banks site and there were some similar or the same issues happening to other people ... Im reaching out to ever Bureau, the police department, News affiliate etc ... Because this isnt right at all ... Hoping that something will get done ...
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-11-05

Georgetown, TX

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-11-05

MA

Closing an account

Checking or savings account: Checking account

Company closed your account
Complaint: I was notified by letter that my checking and credit cards would be closed. I called to find out why and I was told I did not respond to a federal regulation asking for demographic questions such as marital status, etc. However, I told the USAA agent that I did complete this and every member on my account completed this. I was flabbergasted that after 15 years my accounts would be closed. The Agent checked and she said that two of the three completed the requested but my brother did not. However, I personally completed the questionnaire with my brother in person. I know he completed this 100 %. I am not sure if there was an electronic glitch or an issue with USAA 's app. I was also told I could not open any future accounts with USAA. I asked to speak to a supervisor and the she could not do anything at all. Worse, I asked to speak to a higher level person and I have yet to have received a call in the last two weeks. I am a service member in the XXXX XXXX and I don't understand why I am being treated this way. This seems to be an honest mistake somewhere and I just want to be able to open a USAA account again. This only seems fair.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-11-04

Bedford, TX

Other features, terms, or problems

Credit card or prepaid card: General-purpose credit card or charge card

Problem with convenience check
Complaint: I received an offer for 0 % APR on a convenience check from USAA that I was going to use but wording in the offer appeared to be in direct violation of CFR 12 part 1026 so I called USAA to clarify. The following is the concerning statement : " If you transfer a balance or write a convenience check with this offer, all purchases will be charged interest until you pay the entire balance in full, including any transferred/convenience check balances. '' The regulation is very clear that anything over the minimum payment must be applied to the highest interest APR, however, three different USAA representatives told me that is not the case. I gave the following example : I write a convenience check for {$1000.00} subject to 0 % APR I charge {$100.00} subject to 10 % APR My minimum payment is {$10.00} I am charged {$1.00} interest on this billing cycle I stated that if I paid {$200.00} then {$10.00} can be allocated to whichever balance they choose and that {$190.00} must be applied to the {$100.00} dollar charge and {$1.00} interest first and the rest would go to the 0 % APR balance. If I made no further charges then my next bill should have no purchase or fee balance and I should only be left with the 0 % APR balance if they are following the law. All three USAA representatives said this is not the case and that even if I paid {$500.00} that a portion would go to the higher APR balance and fees and that some would go to the 0 % APR balance but that my {$500.00} payment would not pay the purchase balance in full and that my next bill would still have a purchase balance remaining and that I would still be charged interest on that balance. This is a clear violation of the wording and the intent of 12 CFR 1026.53. I kept asking to speak to different people because I thought there was no way that USAA was so blatantly violating the law but after getting the same response from two normal customer service reps and a rep that specializes in USAA billing policies, it is apparent that they are. I am filing this complaint so that you can investigate their credit card payment allocation practices to determine if USAA is in compliance with regulations.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-11-04

Copper Center, AK

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Complaint: On XX/XX/19 I chatted online with USAA agents about my pay check being deposited in to a checking that USAA closed for overdraft. I asked what options I had to get my funds. The agent told me in the chat that if I paid the over draft now out of my active checking account I could have my direct deposit after 3 days. I paid the over draft out of my active checking account I had with USAA and once again the agent told me 3 days I would be able to have my pay check deposited in to my active checking account. This was confirmed by 3 other agents all in chats. When the day came on XX/XX/19 for me to get my funds back I was told that all those agents had given me false information and that I agreed to this process when I first got the account. I asked for a copy of that disclosure on XX/XX/19 and still have not received it. USAA is telling me 10-20 days for them to release my funds. Because of this I have late fees on other bills and rent. I have also lost 40 hours of work and will now have to pay for a class out of pocket. When I told USAA that agents all told me that I would get my funds back after 3 days they just told me that they system wont allow them to do that. USAA stated that they know this is a bank error but don't want to do anything to make up for it. USAA sticks to the system having the issue. When trying to reach out to my customer advocate about this issue and that USAA is violating the law she does not return my phone calls. I believe that USAA used any means they could to collect on money that was owed. The means that they used was very deceptive and a lie. I have asked everyday since XX/XX/19 for my money back as well as the disclosure but USAA still refuses to do anything about it stating that it is policy. USAA hasn't even asked me what they can do to make this right after I get my money back. I explained to them that this caused me to take a week off work because the original agent said all I had to do was call to get my money. I called while I was on a break from a class that I was taking the you can't miss anytime in and that short phone call turned in to 7 hours on the phone with USAA.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-11-04

Closing an account

Checking or savings account: Checking account

Company closed your account
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-11-04

Superstition Mtn, AZ

Closing on a mortgage

Mortgage: VA mortgage

Company Response: In progress

Timely Response

2019-11-04

Las Vegas, NV

Applying for a mortgage

Mortgage: Other type of mortgage

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-11-04

Denver, CO

Closing an account

Checking or savings account: Savings account

Company closed your account
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-11-02

NC

Charged fees or interest you didn't expect

Payday loan, title loan, or personal loan: Personal line of credit

Complaint: I have a personal loan with USSA Federal savings bank, account number XXXX where I currently pay about XXXX per month. But they charge interest to where the loan amount accrues XXXX dollars per day. I did not know this until after I got the loan. I got the personal loan one year ago and the loan amount was {$15000.00}. After making monthly payments on the loan I noticed that the loan amount went back up a XXXX dollars per day. I then called USAA about this and the lady told me that the loan does accrue XXXX dollars per day. I think this is crazy and predatory. They also refuse to refuse to get the late payment from my credit report concerning my personal loan. I fell on hard times and I am a XXXX veteran and get XXXX at times and XXXX and XXXX and I dont feel like taking forever to pay this loan back.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response