Date Received: 2023-12-26
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Confusing or misleading advertising or marketing
Consumer Complaint: USSA deliberately lied and misled their customers who had home equity loans from as early as XXXX up to the present. Some time in XXXX they decided to stop writing these loans. That meant once the loan term expired the entire principal needed to be paid off. With the HELOC loans that only required an interest only payment, like mine, that meant almost the entire loan balance might be due by the end of the loan term. XXXX XXXX XXXX loan was for 20 years with a {$150000.00} line of credit. Here 's what they did and didn't do to cause me serious concerns about being able to keep my house. At some point in time after XXXX, I called USAA because I wanted to redo my loan agreement by increasing the credit line slightly and lengthen the term. I was told they weren't able to do that because they weren't writing anymore of these loans at this time. However I was also told by the same USAA equity loan employee that they expected to start writing these again within a year. When I called back again a couple years later, I was informed that they still weren't writing these loans but were still working on being able to do that soon. So getting closer to my due date in XX/XX/XXXX, I called again to try and redo my current home equity loan and was told that there were some new banking regulation issues they were still working on so these loans weren't available yet. At that point I knew they were lying to me because there were no new banking laws of significance that passed Congress that any lawyer who worked with banking laws couldn't resolve within a week. On another call on XXXX XXXX, I was told by a person named XXXX at USSA that they weren't writing anymore of these loans and there was no indication USSA was even thinking about doing that. What XXXX told me was confirmed by a person I got transferred to in their Consumer Complaints department who took down my complaint. They weren't writing anymore of these loans. No knowledge or expectations that they would write these loans again is what I was told at that time. Then just today XXXX, I spoke with another person in their Home Loan division who told me USAA in XXXX intended to write these loans again but then XXXX intervened and delayed their plans but now it's back on track once they get a new system set up. This conversation made me remember that I heard someone else tell me about them needing to set up a new system years ago. The lies kept changing and nothing ever got done. I think it only took several months for the US government to set up an entire system to handle the Affordable Care Act even though it took a short while longer to fix all the bugs in the system. So here 's how XXXX 's deceptions over about XXXX years may impact me. I am XXXX years older now and may face age discrimination in getting a new loan even though that is prohibited by law. More importantly my income isn't as high as it once was when I first asked them to redo my current home equity loan although my property has greatly increased in value so the money I still owe on this loan is less than a third of the total home value. Also with USAA I have never missed a single loan payment even during the Great Recession ( XXXX ) period and during the XXXX epidemic. Because interest rates remained relatively low during this entire period until recently there was no real incentive for me to make principal payments although I sometimes did that. It's important to keep in mind that my Home Equity Loan was always a first loan and not a second. And during the past XXXX years and likely all along, USAA has made it impossible to pay more than the minimum due on these loans using their automated system. And when I called this to their attention it was never fixed. I use automated systems to pay almost all my bills and have for years and USAA is THE only company financial or other that doesn't allow a customer to specify a payment amount. Yes, they allow for phone payments to be made for free through a representative, but that takes more time. I would also like to add that at no time did USAA inform me in writing or via email that they had stopped making Home Equity loans or if they were working on doing that again. Yet, for years they had all their home equity loan agents misleading customers who must have contacted them for the same reasons I had. While it's very possible USAA considered writing home equity loans again, they must not be allowed to claim they still could be considering this XXXX years later while misleading their customers all that time with varying reasons for not having done that yet. If they weren't going to be able to write these loans in about XXXX to XXXX years into the future, they should have told their customers they weren't writing these loans anymore and there was no serious timetable to ever do so. Instead they chose to string customers like me along for about 8 years hoping to hang onto and profit from these loans until the loans expired. Or maybe stringing their customers along like me until their loans expired were more beneficial to them because these loans were packaged and sold to others. All the reasons they gave me for not having restarted their home equity loan program were all misleading and false. First it doesn't take very long to update their operation to handle new banking regulations plus there hasn't been a major update to those regs in at least 10 years. As to needing to implement a new system that is false too. They already still have a system in place handling all their home equity loans that were written before they decided not to write anymore in XXXX. And they also have a working system in place handling all their other mortgage loans too. All these systems are updated all the time as normal routine updating. Whatever work they still need done from their IT department is not a job that takes 8 years to complete. That's total nonsense. The system they already have in place could still be used to renew or extend my current loan but they refused to do that. Because of the situation they placed me in by misleading me for all these years and with interest rates still very high but expected to drop as many as XXXX times next year, I am requesting this immediate relief. 1. USSA must be ordered to extend my current home equity loan for another full year. During that time I will seek another mortgage loan at better interest rates. I will also continue to pay all my taxes and insurance has I have done in the past. 2. In the alternative, they can write me a new conventional mortgage that remains fixed for 5 years with a rate at or lower then 5.5 %. I would agree to pay minimal closing costs that total no higher than {$2500.00}. If mortgage interests rates drop below XXXX within the XXXX year period, they will refi my loan to the lowest rate with no costs or penalties. The new loan can be paid off at any time with no penalty. 3. They must be ordered to retain all their digital and other records relating to this issue with me and all their other customers with the same home equity loan as mine from XXXX to the present including the names and customer communication records of all of their XXXX XXXX personnel during this period who handled these accounts. 4. I may be asking for other equitable relief that is fair and just for the potential added costs they have caused me because of all their falsehoods. To date their Customer Service Department and " Can't help me '', XXXX who was handling my complaint on XX/XX/XXXX, have failed to address my complaint and I have been unable to talk to her because she never answers her phone and when she calls me back, it's always been on an unidentified phone number and I rarely answer those calls. From the emails she's sent me this company doesn't fully understand the complaint and never addressed their blatant fraud because I would have considered paying closing costs if they had presented me with a viable option that took into account their 8 years of deliberate fraud. Instead they ONLY expect to come out whole with more profit. In conclusion USSA has been allowed to engage in an XXXX long fraud against their Home Equity customers like myself that must be addressed by them or adjudicated in the legal system. I hope your agency can resolve this problem for me and many others. If not, I am prepared to litigate for myself or as a class action plaintiff.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 48169
Submitted Via: Web
Date Sent: 2023-12-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-27
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XXXX XX/XX/2023, I was the victim of Identity Theft of my personal information and banking information of my Bank Account at USAA. From XXXX XXXX to XXXX XX/XX/2023, an unknown person impersonated as a USAA Customer Service Representative and armed with extensive knowledge of USAA 's Security Procedures was able to obtain my entire debt card information including XXXX security code and XXXX ( XXXX ) digit pin along with answers to my security questions. They contacted me using the actual USAA XXXX number that their contact center uses and proceeded to deposit multiple fraudulent checks of {$4500.00} in my account and then withdraw it quickly with a newly created account from XXXX XXXX XXXX they made with my stolen debt card information which occurred within a 3 day span. USAA has determined that I was held responsible for the fraudulent transactions in my account after I requested XXXX investigative reviews, a representative from their fraud department to contact me so I could pass on information to help find the scammers, spoke with a spokesman for the company 's CEO 's Office and Executive Committee Three times and was assured a fraud department representative would call me to discuss the matter on XXXX XX/XX/2023 which did not happen. I was not initial instructed on how to go about disputing the fraud charges until I spoke with the XXXX customer service representative days afterwards who actually helped and they froze my main joint bank account I've have with my wife and the end of the month VA XXXX pension funds I needed to pay for my family 's housing, food and utilities Until I pay the negative balance created from the fraudulent transactions I didn't commit. Note : I've been a member of USAA for XXXX years, Banking with them for almost XXXX years and I'm a XXXX XXXX XXXX Veteran and XXXX XXXX XXXX XXXX. Never done anything illegal nor attempted to as a customer yet they still are holding me accountable.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29420
Submitted Via: Web
Date Sent: 2023-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-25
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Regardless of multiple written requests, the unverified account listed below are still reporting on my credit report in violation of federal law. The USAA SVG BK failed to comply with the Fair Credit Reporting Act, 15 U.S. Code 1681i within the time declared by law and continued reporting of unconfirmed information which now, given all my attempts to address it directly with the creditor, as willful negligence and non-compliance with federal statues. Please remove the following accounts completely from my credit reports. USAA SVG BK XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 284XX
Submitted Via: Web
Date Sent: 2023-12-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-24
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 was seeking to buy XXXX XXXX tickets as a gift. Went on line to XXXX to buy the tickets. Once the information was uploaded I get this thank you for your purchase. I immediately noticed an extra {$450.00} service fee. I contacted the company on their website and submitted they remove that charge since I did not agree. An email stating that was the typical service charge. I. Said I am not going to pay that charge since all the work was done on line with no human was involved. I immediately contacted USAA to dispute the charge when it comes in. USAA disregarded my request and pay them. Again I explained in a phone call that 1 ) I requested cancelation 2 ) Requested USAA dispute the fraudulent charge and reverse the charge. USAA paid XXXX and withdrew over {$2000.00}. Leaving my bank card in the negative.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85756
Submitted Via: Web
Date Sent: 2023-12-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-25
Issue: Incorrect information on your report
Subissue: Information is incorrect
Consumer Complaint: I received a speeding ticket in XXXX. I took driver 's safety to have the ticket dismissed. USAA has it as me having a ticket in XXXX and XXXX. I did not receive any moving violations in XXXX. I called to try to have it fixed, but the agent was not sure how to correct it. I believe it is affecting my premium unfairly.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78210
Submitted Via: Web
Date Sent: 2023-12-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-23
Issue: Getting a loan or lease
Subissue: Credit denial
Consumer Complaint: I applied for an auto XXXX through USAA. And was told that I was not approved when asked for the reason why I was told they were not able to tell me as they are not credit adverser. When asking to speak to someone higher to settle this claim but was told they will get back to me at a XXXX time.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WY
Zip: 82601
Submitted Via: Web
Date Sent: 2023-12-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-23
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I changed my phone number due to harassing phone calls from my ex-husband. I didn't change my two factor authentication number before because once the phone number was changed, I could not receive the code to access my account. I have a coming credit card payment that I can not pay because I can not log in. I spoke to 2 representatives on XX/XX/XXXX- the first rep left me on hold for over 30 minutes then disconnected the call without calling back. The second rep told me to go to www.usaa.com/XXXX and provide my Drivers license to verify myself and I would receive an email within 24 hours to access my account. It is XX/XX/XXXX and no one has called back for over a week. I tried to login to see if anything changed and I still can not get past the 2 factor authentication with my old phone number.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32725
Submitted Via: Web
Date Sent: 2023-12-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-22
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I requested my former spouse be removed from XXXX accounts ( accounts ending in XXXX and XXXX ). I was provided the paperwork on XXXX XXXX to make the requested changes. They were provided to my former spouse 's lawyer, signed, and returned to me. I signed and provided the documents and uploaded them to USAA 's website on XXXX XX/XX/2023 at XXXX. It's been over 30 days and they have not removed her from the account. They claim they are backlogged. I requested a statement saying as much to provide to her lawyer. They will not provide an email or message stating they are backlogged. I have spoken to over 6 different agents on the phone. They give excuses and ask me to call back in a few days. It's been over 30 days for a simple name removal on a checking and savings account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 20155
Submitted Via: Web
Date Sent: 2023-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-22
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX, I attempted to deposit my paycheck from my employer via the Deposit Mobile option as I had since XX/XX/XXXX every two weeks ( given USAA does not have any physical locations ). At that point, USAA held {$1000.00} of it without any explanation as to why I thus called in the following day on XX/XX/XXXX and spoke with a customer service rep, who informed me that, due to an overdraft on or about XXXX XXXX, the hold was imposed by their " system. '' Being that I could only remember one other overdraft ever occurring during my XXXX membership, I explained that this was a completely isolated incident and he agreed. He then attempted to override the hold and said that their " system '' would not allow it. I confronted him on this in asking if computers ran the bank or they did before escalating to a gentleman with employee # XXXX. He fed me the same line of bs unfortunately before I asked to escalate this to the top. A very uptight and crass XXXX with the CEO 's office finally called me back XX/XX/XXXX and, after having looked into the situation, could not release the {$1000.00} that I rely upon to pay bills out of " fairness to all customers. '' I asked her what my options were other than leaving to another bank and she offered NONE. This is absolutely despicable, especially coming from USAA. I pray they are held to account for this.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75061
Submitted Via: Web
Date Sent: 2023-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-22
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: USAA SAVINGS BANK- ( XXXX ) : Identity Theft USAA SAVINGS BANK- ( XXXX ) identity Theft I am in receipt of your company 's letter informing me you are handling the collection of the account mentioned above. However, after reviewing my records, I am unable to find any documentation of any contractual relationship between and me which makes you a person entitled to enforce a commercial claim against me. This letter is not a request for verification or validation. This is a request for proof of contract to substantiate your claim. Provide me with a certified copy of an original contract, with my signature, specifically naming your company as a person entitled to enforce a commercial claim against me. Certification can be done through the presence of a notary public, who duly swears the copy made is in fact a copy of the original paper contract in question. Failure to respond and provide strict proof of contract will constitute your tactic agreement that you, and, are not entitled to enforce a claim against me. In the event, you continue your collection efforts against me without providing proof of contract, I will file a complaint with the Attorney General and Federal Trade Commission, and file a police report against you for harassment and invasion of privacy. You have 30 days to provide strict proof of contract. In the event, you can not provide strict proof of contract, you must cease and desist all collection efforts and immediately remove any derogatory information reported to the consumer reporting agencies. If you transfer this account to an attorney without providing proof of contract, he will be immediately reported to the State Bar Association and XXXX XXXX XXXX for code of ethics violations.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 275XX
Submitted Via: Web
Date Sent: 2023-12-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A