Date Received: 2021-12-20
Issue: Getting a loan or lease
Subissue: Confusing or misleading advertising or marketing
Consumer Complaint: USAA has sent four emails advertising an auto refinance rate of 0.49 % APR. However, upon completing the application and with excellent credit and debt to income ratio I received a rate of 1.89 %. Additional details as follows : I received four emails between XX/XX/XXXX and XX/XX/XXXX advertising the 0.49 % interest rate. The USAA site was down on XX/XX/XXXX so I completed my application on XX/XX/XXXX. The lowest interest rate offer I received was 1.89 %. I thought I made an error in selecting the 0.49 % offer so I went back to the USAA email and clicked on the link. I was taken to a landing page where the 0.49 % offer was still available and completed another application. Upon the completion of that application the interest rate remained at 1.89 %. On XX/XX/XXXX, I contacted USAA to discuss why the offer advertised was not the one received. The call center rep told me that I received their lowest APR offer available. I informed her that the rate advertised in the email was much lower and I would not have applied for the interest rate they are offering. Clearly the lowest offered rate is not the same as the 0.49 % interest rate that they are advertising, and they are baiting customers to apply based upon false advertising.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 483XX
Submitted Via: Web
Date Sent: 2021-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-20
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: USAA is still reporting an open personal loan with and $ XXXX balance that was paid off over 90 days ago. This is affecting my Debt to income when Im trying to buy a new home. Ive tried to resolve this with USAA and their representatives are completely incompetent.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 37174
Submitted Via: Web
Date Sent: 2021-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-20
Issue: Fraud or scam
Subissue:
Consumer Complaint: Around XXXX XXXX My debt cards and information was stolen they then proceeded to withdraw all my money over XXXX they then place a fraudulent check of XXXX in my account and withdrew it placing my account in a negative status Ive tried to tell the bank it wasnt me but there holding me liable Ive tried to do everything but have had no luck an my accounts are going to be closed ( usaa ) I had absolutely nothing to do with it and have no money left I would think atm footage would be enough to prove its not me but Ive still had no luck
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30253
Submitted Via: Web
Date Sent: 2021-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-18
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: USAA has an online survey in their app. It asks for my net worth and income, and then asks a series of questions about how likely I am to use the money service XXXX. Bank members have XXXX chances to fill out the survey and if you dont they cut off access to your account in the app. I have now lost access to my account. I do not believe I should be required to answer marketing questions about a third party company in order to access my bank account. I have spent XXXX hours on the phone with USAA. One USAA XXXX told me the survey was required by XXXX as part of the Patriot Act, Bankruptcy Act, and Secrecy Act. Does the federal government really require me to tell my bank how likely I am to use XXXX or else they cut off access to my online account?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 119XX
Submitted Via: Web
Date Sent: 2021-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-17
Issue: Problems at the end of the loan or lease
Subissue: Unable to receive car title or other problem after the loan is paid off
Consumer Complaint: Loan with USAA. Sold vehicle to XXXX. USAA quoted different payoff amounts to me and XXXX. After I sold the car I tried to cancel the auto pay. USAA refused to stop the auto pay. Ended up taking an extra payment. USAA refuses to return the money. I have the title and a loan satisfaction letter dated XX/XX/2021 but USAA still refuses to return the {$470.00} overpayment. Their internal policy is to hold funds for 15 days from the date of receipt of payment. Then 2-3 business days after the 15 calendar days. USAA demanded my bank records to prove that the funds were taken from my account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 373XX
Submitted Via: Web
Date Sent: 2021-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-17
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I have both an XXXX refinance loan and a checking account with USAA. The checking account is set up to auto debit the minimum payment due on the auto loan of the XXXX of every month. The minimum monthly payment for the auto loan is {$750.00}. This month, I made a partial payment of {$290.00} on XX/XX/XXXX. That left a balance of {$460.00} due on the XXXX. The payment tab on both the USAA web site and mobile app confirmed that this was the amount due on the XXXX. On the morning of the XXXX, I attempted to use my debit card associated with my USAA checking account. It was declined twice. I logged onto the mobile app and learned that my checking account was in overdraft status because USAA had debited the full XXXX XXXXayment of {$750.00} even though it was more than what was due. I immediately logged on to the USAA customer service chat in an attempt to resolve this. I was told in this chat that USAAs partial payment policy was that the partial payment had to post before the bill date ( in my case, the XXXX ) in order to credit toward that months payment. I asked them to show me where this policy was listed on the site or in my loan documents because I had never seen it before. After they took considerable time to review my documents, I was told that I was correct - that policy was not included anywhere. I asked what USAA could do to reinstate the funds that day. I was told they could try to reverse the payment but that process would not reinstate them same day. As a result of this policy & not being on notice of it, I could not get XXXX or XXXX that day. I also had to transfer money from savings to cover the overdraft & my debit card still is not processing transactions even though Ive since been paid by my employer. I have spent more than XXXX hours attempting to resolve this with USAA to no avail. I can provide copies of the loan documents and customer service chat transcripts to the person investigating the complaint ; I dont want to upload them here as they contain identifying info.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 20175
Submitted Via: Web
Date Sent: 2021-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-17
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/21, USAA put a hold on our checking account. We have been unable to access our account since. Today is XX/XX/21. We have over {$2000.00} in that account that we need to pay bills, use for everyday living, and prepare for XXXX. We are having to go into the negative on a different account and pay multiple insufficient fund fees because we can't access our USAA account. We have called USAA every day this week and have waited 2+ hours each day trying to speak to a real person. This totals over 15 hours on hold just this week, and we still haven't spoken to someone who can resolve this for us. We have spoken to a couple of people who say they can't help but will transfer us ; then we are back on hold for multiple hours. As I write this, we are still on hold and have been waiting for over 4 hours today alone!! This situation angers us to no end as we head into XXXX and the XXXX XXXX. How are we supposed to pay for everything when we have no access to our money?? We need IMMEDIATE help to get to our money!!
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: CO
Zip: 811XX
Submitted Via: Web
Date Sent: 2021-12-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-17
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: XXXX XXXX sent {$3000.00} from XXXX XXXX for or through XXXX XXXX. XXXX XXXX had me send money to him through other people and now the have stole {$2000.00} from my personal bank account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 358XX
Submitted Via: Web
Date Sent: 2021-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I scheduled to USAA for an additional principal payment to be made on my mortgage on XX/XX/XXXX. On XX/XX/XXXX, they incorrectly applied a part of these funds to interest instead of the full amount to my mortgage 's principal, which has also happened numerous times in the past. In XX/XX/XXXX, I filed both a CFPB and XXXX complaint on this same issue and was told " XXXX recently implemented a process that would have automatically addressed the payment issue you identified in XX/XX/XXXX. '' However, this process either was not followed or did not work on the payment I made on XX/XX/XXXX. When I called an agent to have the payments to be correctly applied, she failed to do so. I had to call a XXXX time where the new agent told me the 1st agent never took action to correct the payments. I've also requested to speak with upper levels of management to understand why this keeps happening as XXXX/USAA are incapable of appropriately servicing the mortgage, but have not heard back from anyone in either company.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: NC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-16
Issue: Threatened to contact someone or share information improperly
Subissue: Contacted you after you asked them to stop
Consumer Complaint: I spoke directly to XXXX over the phone a couple of times, once to say there was no way I could pay them because Im on a fixed income from the government ( SSI benefits ) and theyd alloyed my money and where most of it goes ( rent and groceries mainly ) I have specific amounts I have to pay out or I could lose my benefits! I explained this to them and asked them to STOP CALLING ME PERIOD, they assured me they would. But I keep getting letters with threatening language in them and harassing phone calls- Ive even had to go as far as changing my phone number! They are scary and disrespectful and disruptive not professional at all. I also never received written notification of the debt or how to dispute this debt, I didnt know that was something theyre supposed to do until I went to make this complaint!!! I have rights that protect me from this kind of abuse I think please help me! I cant eat or barely sleep with worry that theyre coming for me. I just want the harassment to end! Thank you so much for this opportunity to be heard. XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 317XX
Submitted Via: Web
Date Sent: 2021-12-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A