July 2017 Complaints Against USAA

Compiled from Public Data by FairShake

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The US government’s Consumer Financial Protection Bureau (CFPB) collects complaints against financial companies.

In 2017, the CFPB received 1093 complaints against USAA. USAA ranked Number 31 among all financial companies for the most complaints.

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Complaint Details:

Date of Complaint: July 11, 2017


State: TX

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

Issue: Problem with a purchase shown on your statement
Sub-Issue: Credit card company isn’t resolving a dispute about a purchase on your statement

Full Complaint:
USAA has violated the timeline for investigating billing disputes and overturned it ‘s previous final decision a year after it was made in my favor, stating I reported fraud multiple times. However, this statement was false. Originally, in attempts to correct errors made by USAA employees, USAA continually re-entered the same fraud report on 4 different occasions which I am aware of. Despite finally correcting the error a year later they reversed their decision based off incorrect statements made by them.

Regardless of the above statement, USAA was made aware of my request for supporting/investigative documentation, which it failed to provide. USAA was also made aware of my re-assertion of the billing dispute as these were fraudulent charges. USAA was supplied with my FTC and Police reports. Sadly, USAA has failed to provide notice of their receipt of my re-assertion of billing dispute.

UNDER FCRA Section 623 ( a ) ( 8 ) If a consumer notifies a furnisher that the consumer disputes the completeness or accuracy of any information reported by the furnisher, the furnisher may not subsequently report that information to a CRA without providing notice of the dispute. USAA however, has reported the entirety of the balance to the CRA and failed to report notice of the dispute. Instead USAA has reported the dispute as being resolved falsely.

Additionally, A furnisher may not furnish information that a consumer has identified as resulting from identity theft unless the furnisher subsequently knows or is informed by the consumer that the information is correct. Section 623 ( a ) ( 6 ) .USAA is in violation as they are reporting information the have been repeatedly notified of and given the supporting documentation that their report is incorrect.

If a furnisher learns that it has furnished inaccurate information due to identity theft, it must notify each consumer reporting agency of the correct information and must hereafter report only complete and accurate information. Section 623 ( a ) ( 2 ). Yet, USAA has failed to do this, reporting information they have been notified was the result of identity theft repeatedly. USAA states they have done so by re-investigating the charges after the timeline to do so had long been expired. Additionally, they have failed to produce the documentation and information as repeatedly requested and required of them. Furthermore, their ” results ” are fail to accurately prove my liability for the charges. Stating I am responsible for charges at a hotel which I am a rewards member of. I am a rewards member of the majority hotels in North America. This is no way proves my liability. Regardless of their re-investigation none of that matters as the re-investigation itself and subsequent actions taken by USAA are in violate the timeline set forth to investigate and provide resolution for billing disputes. They seem to ignore this fact at every turn.

According to the FTC After you giving USAA a copy of a valid Identity Theft Report, they may not report fraudulent accounts to the credit bureaus. However, they have continued to report charges previously identified as fraudulent to the CRA ‘s despite having been provided the FTC and police reports.

Company response:

Response Type: Closed with monetary relief

Public Response:
Company believes complaint is the result of an isolated error

FairShake accessed this complaint from the public archives of the Consumer Financial Protection Bureau (CFPB). You can file your own complaint with the CFPB here.