Date Received: 2021-07-14
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: My husband had the credit card since XXXX with USAA BANK. In XX/XX/XXXX bank reported him XXXX. 5 month later in XX/XX/XXXX after being married in XX/XX/XXXX he added me as an additional authorized user. I never have used the card. The bank is reporting me XXXXlate on the account for XXXX. I did not have the card in XXXX. There is no way I could of been late as I did not have a card or no oblid=gation to pay. I have asked the bank and the CRA 's to remove the account. They have failed to do so. This is inviolation of federal and state laws.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91604
Submitted Via: Web
Date Sent: 2021-07-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-14
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: In XX/XX/XXXX Usaa had an error for many users in its auto pay system. They told this directly to me. My payment was not collected and I was not notified about the missing payment. Typically I would be emailed a statement and then called several times before a 30 day period had passed. there system however never showed the payment as missed. The only reason I realized the payment had not been made was due to my credit score dropping about 150 points due to the 30 day late payment they reported to the credit bureaus. I immediately called and made my payment but even then they did not see the missed payment flagged and I had at that point already auto paid two other months. They offered to pay my late fees which they then realized didn't exist because the system never processed the missed payment as missed and then told me I needed to file a dispute with the credit bureaus in order to clear my late payment history and restore my good credit. I did this and waited the 30 days. They sent me a letter about 35 days later telling me they denied my request so I called them, the average hold time is about 40 - 120 min. The agent I called on the first second a third times over the next two weeks all told me that Usaa had indeed sided with me in the dispute and that my credit report should return to normal. Two days ago I called again on XX/XX/2021 because my consumer report that they told me to order to prove that my score would go back to normal still showed the late payment. I pushed hard with the agent I got and was able to escalate to an advanced soultions team who were able to verify that the letter they has sent me was indeed the ruling that usaa had made and that he wasnt sure why the other agents had told me otherwise and that he didnt know and couldn't find out why Usaa had ruled that way and that all I could do was file the same dispute again. I spent more than 14 hours of time on HOLD trying to talk to Usaa just trying to figure out what was going on and there is no other recourse other than this report.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: ID
Zip: 837XX
Submitted Via: Web
Date Sent: 2021-07-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-14
Issue: Money was not available when promised
Subissue:
Consumer Complaint: To whom this may concern, My name is XXXX XXXX XXXX I am a XXXX in the U.S XXXX currently XXXX in XXXX. I was message by a Individual stating to be a manager at USAA saying that they work in a department that offers military members grants to help them in their day by day XXXX. I was offered and promised by XXXX XXXX the USAA manager a grant totaling up to XXXX This was back in XXXX of this year I have not received this grant to this day. I feel like I've been fallen into a scam by this Individual of this company. I would to know if I can get this grant or some sort of compensation.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11226
Submitted Via: Web
Date Sent: 2021-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-14
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: My husband had a USAA credit card XXXX since XXXX with USAA BANK. In XX/XX/XXXX bank reported him 30-days-late. 5 months later in XX/XX/XXXX after being married in a month before in XX/XX/XXXX he added me as an additional authorized user. I never have used the card. The bank is reporting me 30-days-late on the account for XXXX. I did not have the card in XXXX. There is no way I could have been late as I did not have a card or no obligation to pay. I have asked the USAA Bank and the CRA 's to remove the account. They have failed to do so. This is in violation of federal and state laws.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91604
Submitted Via: Web
Date Sent: 2021-07-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-14
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I was scammed in XX/XX/2021 and reported it to USAA which charged off and closed one of my checking accounts and froze all of my other bank accounts, making it impossible for me to conduct any banking transactions. After being scammed, I was unemployed and desperately needed the COVID economic stimulus check which I was counting on to make ends meet until I could find another job. Unfortunately, my checking account frozen by USAA was the recipient of my COVID emergency relief stimulus check. USAA has refused to release the funds which are intended for emergency assistance to me and are keeping me from that money until I am able to pay off the other charged off account. Having my accounts frozen ruined my credit because I was unable to access my stimulus to make any payments. When I needed the stimulus the most I was refused the emergency assistance due to an unrelated charged off and closed account. I have tried repeatedly to resolve it this with USAA and they have refused to help me. Their response to the scam ruined my financial standing worse than the scam itself as freezing my accounts and withholding COVID emergency funds ruined my perfect credit history.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: WA
Zip: 984XX
Submitted Via: Web
Date Sent: 2021-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-14
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: USAA and XXXX have both been sent 4 disputes on account that is reporting " derogatory '' that is paid and no history of being derogatory. Ive attached the 4th letter I sent to XXXX and the copy of the credit report.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 809XX
Submitted Via: Web
Date Sent: 2021-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-13
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: My credit has always been XXXXI have tried to deal with USAA Savings Bank about an account that is not mine. I have never dealt with USAA.I have been working on this since XXXX. I talked with the fraud department on XXXX XXXX around XXXX, They agreed it was not my account. But nothing has changed on my report
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 179XX
Submitted Via: Web
Date Sent: 2021-07-13
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-13
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: USAA is my lender. I applied in XXXX for a mortgage. I have been pre approved for one ever since. Lender was aware that I would be moving states and changing jobs. I sold my last home which I financed with USAA for 5 years, always making payments on time. USAA loan officer pre approved me multiple times and assured me I would have no issues getting my loan. On XX/XX/XXXX I received my first job offer for a private company at my new location. I immediately sent the job offer to USAA ( 5 pages of detailed information ) to ask if I would still qualify to buy a home in the amount of $ XXXX or less with that job. Loan officer stated in emails that there were no issues with it. Finally after an extremely difficult time putting offers, we found a home and my offer was accepted by seller over a cash offer they received. Reason was that he is also a veteran and trusted the type of loan so much to reject a cash offer. I received the signed contract on XX/XX/XXXX. I sent it to my loan officer. Process of purchasing started, USAA quickly collected my appraisal fee of {$500.00}, I paid for a thorough inspection of the home including a 4 point, mitigation, mold and WDO. The home passed all inspections last week. Then my loan processor ( different person than loan officer ), asked me about my job and sent my company an employment verification request. My company verified that I was hired for full time as stated before and on the job offer. However, I am a case manager which means that I am not assigned a full case load at first. I finished my training on XX/XX/XXXX and was assigned 4 cases out of 40 I can have. USAA was not satisfied with the explanation from my company because we bill XXXX for XXXX XXXX services. Each case manager has flexibility on their schedule but are required ( in order to continue employment ) to bill at least 33 billable hours per week at the rate of {$22.00} per hour which is my base salary. We also get paid for admin time at {$8.00} per hour for additional duties. There are TOO MANY cases out there, my company has repeatedly told me that I will have no problem working 40 hours or more as many case managers end up working overtime. However, human resources reiterated what the job offer said, and USAA today, tells me that they can not approve me because they can not calculate income. I let them know I took the job because they stated the job offer met all qualifications and that I could have taken other jobs if I wasnt rushed to buy a home and secure financing. I also let them know I can work for my XXXX XXXX and I am waiting to hear back from underwriting to see if this is acceptable. However, I believe the whole process has been deceiving. I have been reassured that my current job would satisfy loan requirements. But I am informed 2 weeks before closing and after spending {$810.00} on inspections, and {$500.00} on an appraisal plus the $ XXXX on earnest money that the bank is after all not satisfied! I am not even sure I will get my earnest money back. Moreover, this will affect the seller who has been nothing but amazing, even giving me $ XXXX on seller concessions ( in this market ), leaving his home with his XXXX children, and wife and now living who knows how expecting the loan to close in 2 weeks. I am deeply embarrassed and ashamed of having put them through this. Then I realize that this should not be the customers fault and that I thought I was dealing with experts when getting pre approved and then having spent XXXX weeks in the process of closing. Not sure how this complaint will help anyone specially me, as I will probably have to lose the house of my dreams, for having trusted my bank I have been nothing but loyal to for more than 10 years. But also, having to now find another job and having removed myself from hiring processes back in XX/XX/XXXX when I accepted this job offer only after USAA verified it would meet my loan requirements. I have impeccable work experience, XXXX credit score, payments always on time, {$120000.00} on my savings accounts, a XXXX XXXX, and a 100 % total and permanent XXXX which is my additional income. Yet, my own bank knowing all this, decides that due to the nature of my on-the-job training, and nature of my job which requires a case manager to become familiar with the job before getting a full case load assigned, 2 weeks later informs me that the document they have had ALL ALONG since XX/XX/XXXX, is disputable and that even after my employer verified that I am hired for full time, and need some time on the job before billing my 40 hours to XXXX XXXX which trust me, I am capable of doing ), they are not satisfied and can not approve me the loan. This is deeply upsetting, not only is this post covid market making it extremely difficult for veterans to get a VA Loan offer accepted by sellers but also finding a job in a few days so I can try and not lose this house, my earnest, and my {$1300.00} already spent, will be nearly imposible. This makes me feel extremely sad, frustrated, and embarrassed and only shows that public service is never honored neither is serving. I really hope that the banks take this processes more seriously starting with the pre approval process instead of pre approving easily to then making buyers and sellers lose their time and money in the process! It appears that their quotas are far more important than integrity to do business, and in a market like this, the customers should be more protected against the banks mistakes and overlooks, not the opposite. I hope this is not happening to a lot of people out there but I can imagine it must be happening to ENOUGH and I wish them the best of luck.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33033
Submitted Via: Web
Date Sent: 2021-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-12
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I bank with USAA and have for years. When I check my XXXX score under the VISA account they show a XXXX score of XXXX. XXXX for a very long time has reported my XXXX score as above 800, currently, XXXX. When I complained to USAA they told me that is what is reported by the credit agency, which would be XXXX. I wrote a XXXX complaint and received a call from USAA that I have to take it up with XXXX. I called XXXX today XX/XX/2021 and I was told that they show XXXX score XXXX. I know that XXXX uses XXXX XXXX and that is the only number or model that they use. USAA uses XXXX XXXX, which is not reported by XXXX. With a score of XXXX, I firmly believe that USAA under reports so that they can use a higher interest rate if I was to obtain a loan from USAA, which I am not. All three credit reporting agencies all show above 800 and I understand that they may be different and obtained differently, but if XXXX only reports XXXX XXXX and shows my score on their website as XXXX then USAA maybe under rating everyone that banks or obtains credit/loans with USAA. I believe it worth a Class Action.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76262
Submitted Via: Web
Date Sent: 2021-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX XXXX DBA USAA has been dishonest and deceitful to me as a consumer. They are charging me unnecessarily for PMI/MI on my home loan. In XX/XX/XXXX, I submitted a request for XXXX to remove the XXXX PMI monthly charge from my mortgage loan. XXXX sent out an appraiser who low balled me on the appraisal although USAA/XXXX had completed a higher appraisal just a year prior for my refinance. On XX/XX/XXXX I sent a certified letter to USAA/XXXX requesting a copy of the appraisal they used to deny removing the PMI. I also requested that USAA/XXXX remove the PMI because based on the calculations, the PMI should've been terminated from the loan automatically. I have not heard anything from USAA/XXXX and as of today, XX/XX/XXXX, XXXX is still charging me PMI or MI. According to USAA, my home is worth {$170000.00} vs what I owe {$100000.00}. As a consumer, XXXX has violated my rights and continues to charge unnecessary charges on my loan.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29016
Submitted Via: Web
Date Sent: 2021-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A