Date Received: 2021-05-26
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: I have/had a number of financial accounts with USAA, to include a car loan, personal loan, and ( NJ ) auto insurance. I paid off my car loan with USAA on XX/XX/XXXX. I never received my Kansas title post my loan payoff, which I assumed was related to the global pandemic. On XX/XX/XXXX, I filed a claim with USAA, after an at-fault car accident. The car was later determined to be a total loss, and I was due a payment {$4100.00}. However, this payment could not be issued, according to USAA, without the car title, which I had never received. I had never received this title, as this point, because USAA erred and never submitted the lien release, once I paid my car loan off XX/XX/XXXX, to Kansas DMV. Thus, Kansas never issued me the paper title, and USAA did nothing to help or rectify this situation until I discovered the error myself, after much time wasted and a considerable amount of personal anguish, I was finally able to get the lien release to Kansas DMV, then I waited over two weeks to get the title back from Kansas, and nearly another week to get the paperwork sent to the USAA title company, and finally issued a paper check from USAA to deposit in my bank account. Again, this settlement was over {$4000.00} and because of USAA 's repeated and compounded errors, I did not receive it till over two months during a time of great personal turmoil. Because of the car accident, and loss of my vehicle, I did not drive or require insurance from USAA, as of XX/XX/XXXX. Despite repeated efforts to cancel the policy, USAA has continued to automatically draft monthly insurance payments, from my seriously depleted checking account funds ( see above re late settlement check due to USAA error ) for a policy that USAA knows, or should know, is no longer needed and not being utilized. USAA not only did not refund any portion of my XXXX auto insurance payment, they have continued to deduct unauthorized payments from my checking account : {$280.00} on XX/XX/XXXX, {$120.00} on XX/XX/XXXX, and {$120.00} on XX/XX/XXXX, all XXXX. Despite repeated calls and requests to USAA to cancel the policy, and refund the unauthorized electronic drafts, USAA has refused to do so. During this same time period, in XXXX thus far, USAA has placed me in collections for a returned payment of {$380.00} -- my last payment -- on a personal loan. This payment was returned because my life was thrown into turmoil suddenly on XX/XX/XXXX when I first tested XXXX for XXXX at the XXXX XXXX, NJ Veteran Affairs XXXX. At this point, I was suddenly homeless because I was not allowed to return to my shared rental place, where I was working from home and had my entire life 's possessions, because I was ill with a highly contagious potentially XXXX XXXX To this day, I have not been able to return to my former place of living, and all of my possessions had to be moved by family member 's into a storage unit in NJ, while I remained in the hospital. Because I was unable to work from home -- because I was homeless -- and my work computers were remained ensconced into the former place of living, I lost my job and have not worked since. Because of all of this sudden and almost total upheaval of life, I flew to my hometown of XXXX XXXX, Kansas, and have attempted to slowly try to piece my life together -- now suddenly without a home, a car, or a job.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KS
Zip: 662XX
Submitted Via: Web
Date Sent: 2021-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-26
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: In three transactions over the past 4 weeks in paying from my intended USAA checking account to my USAA credit card, the balance was unintentionally payed from an external, closed account at another institution. The USAA mobile app allowed for both accounts to be named the same name, thereby making it unclear which account the credit card was being payed from and the wrong ( closed ) one was unintentionally selected. I determined, with USAA 's assistance, that I had unintentional and misleadingly payed from the wrong account ( which is closed and unavailable ). I asked for these payments to be canceled or reversed and for me to be allowed to immediately pay from the proper account. I was told this is not possible and that I would have to wait until the payments fail at some unknown, future date. I asked if I could pay proactively anyway, but was told this is not possible with the current system interfaces. Instead it became clear that instead I will receive multiples fees and potentially interest payments for these failed transactions whenever they occur. I have attempted to proactively pay and correct a situation that I was misguided into by the USAA app through improper design, but have not been allowed to do so. I spoke through online chat with an individual named XXXX XXXX at approximately XXXX central time on XX/XX/2021 regarding this issue without resolution. I was promptly hung up on without resolution when I raised my concerns regarding unfair practices associated with being charged fees when I am trying to proactively pay my account but can not due the bank 's system limitations.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 55318
Submitted Via: Web
Date Sent: 2021-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-24
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I have Spent many hours on the phone with USAA trying to attain a digital XXXX or XXXX/XXXX version of my entire Account history or at least the last 7 years. I'm simply referred to an area that only shows the last 18 Months and or I'm required to print out statements or pay {$10.00} a page to have USAA send me each page of all of my statements. We are in 2021, I know this is possible as I used to be able to complete this on my own and at my own request on my USAA page. I can guarantee if it was the government requesting it, USAA would make this happen. I need this documentation as well as in a digital format that allows me to filter and search the product.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 600XX
Submitted Via: Web
Date Sent: 2021-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-24
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: The nature of this complaint is towards ( i ) False Claims and False Credit Reports filed. ( Professional Negligence and Damages done to plaintiff 's personal credit ) USAA CREDIT CARD falsely reported negative items on all 3 of my credit reports. ( Total Fraud ) Slander I now can not get a home loan or car loan or credit due to USAA FALSE CLAIMS of delinquent credit in my name. ( I am a XXXX retired XXXX XXXX on a fixed income NOW LOSING MY HOME DUE TO POOR CREDIT ) XXXX of 2020 my credit was stolen and used in CA and NV without my consent or knowledge. I reported it stolen to USAA and they stated to me they would do an investigation and remove the fraud charges from my credit card. I filed a police report with XXXX XXXX XXXX and the FBI. USAA never informed me BUY MAIL OR EMAIL THEY ARE DENIED MY FRAUD CLAIM AND PUT MY ACCOUNT AS DELINQUENT ACCOUNT AND RUINED MY CREDIT. USAA NEVER DID AN INVESTIGATION OR LOOKED AT THE ATM CAMERAS. I am a XXXX XXXX XXXX with perfect credit all my life. I have sent request by mail proving I was not in the state when the fraud occurred on my credit card or am I the person on the ATM VIDEOS COMMITING THE CRIMES. ( I am suing USAA AND HAVE A COURT DATE ON XXXX XXXX in XXXX XXXX NV XXXX I will prove in court all my evidence of my innocence in front of a judge and to let the entire world know what USAA has done to me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89012
Submitted Via: Web
Date Sent: 2021-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-24
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I XXXX I discovered that my account was locked. I couldn't log on to the online portal. When I called I was told there was potential fraudulent activity but no clear answer or direction as to what. They also stated that my checking and savings account would be frozen. They were unable to explain why. I'm not sure how they can lock everything with no notice even after attempting to communicate to the security team responsible for locking and unlocking accounts. They won't allow me to talk to that team but instead to talk to customer service. They said it could take up to three business days ( this occurred on Friday ) and I was not offered how to access my funds through the weekend to live.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AR
Zip: 721XX
Submitted Via: Web
Date Sent: 2021-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been a customer with USAA since being activated after events ofXX/XX/2001. Since XXXX I have utilized many of USAAs products, such as car purchase, insurance, credit card products, and HELOC. I have never been late and all my accounts have been paid off and in excellent standing. In XXXX of XXXX, I contacted USAA regarding ( 2 ) accounts ( HELOC and Credit Card ). I explained that I was experiencing a XX/XX/XXXX hardship and my return to work and medical leave time available was unknown. I requested a forbearance for both accounts. After many letters and phone calls, I was told that USAA was not offering any relief for members. Then in XXXX of XXXX I was told that the only option available to me in regards to the HELOC was a short sale or settlement. I provided USAA all the documentation requested for a settlement so that I may just focus on my health and not collection calls. Today I was told that Settlement was declined due to equity in the property. I am so disappointed in USAAs decision practice of seemly asking a member to sell their home. I understand that foreclosure or bankruptcy proceedings are on hold, but why would USAA not provide its members other options. I am requesting an appeal of USAAs decision to deny the settlement of the HELOC account and the removal of the late payments reported to the credit bureaus by USAA since I first notified of the medical issue. I cant make the monthly HELOC payments and unsure of how long my XXXX will last, but I am willing to borrow from family and an active duty TSP account for the peace of mind of not having monthly collection calls from USAA. At this time in my life, I need to focus on my health and XX/XX/XXXX options. I have been a very happy customer in the past. I joined USAA while on XXXX XXXX because USAA had a reputation of servicing the men/women of the Armed Forces. As a veteran, I hope to continue a long relationship with USAA. I respectfully ask for a re-consideration of the USAA HELOC settlement and the removal of the late payments reported to the credit bureaus by USAA since I first notified of the medical issue. Sincerely, 20 year Customer of USAA
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20715
Submitted Via: Web
Date Sent: 2021-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I refinanced my mortgage through USAA, during the process of applying the person I delt with was XXXX XXXX XXXX, NMLS ID XXXX, Loan Officer, Real Estate Originations ( Real Estate, USAA XXXX XXXX XXXX XXXX, XXXX, FL XXXX Phone : XXXX Fax : XXXX ) She stated that she would be my Loan Officer for the entirety of the mortgage, and that if I had any questions, even after closing I could contact her directly. Shortly after the refinance closed I started getting letter stating that I would have to direct all questions to their " Subservicer. '' At no time was I ever told that I would have to deal with a 3rd party, nor did I at any time agree to this. I have attempted to contact USAA about this but the only answer I get is that there's nothing can be done. If I knew USAA would force me to deal with a 3rd party I would cancelled the refinance and never signed off on the paperwork.
Company Response:
State: PA
Zip: 15601
Submitted Via: Web
Date Sent: 2021-05-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-23
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/XXXX my XXXX XXXX XXXX son was contacted by someone on XXXX and asked if he had a USAA XXXX account and said they would pay him to talk to and be a friend of the scammer. My son was provided with {$11000.00} in checks, mostly {$1500.00} but one {$2500.00} check to deposit to his account. The funds were deposited to the account and the entire amount was immediately made available. He was able to make two wire transfers, onXXXX in the amount of {$1900.00} and the other for {$2500.00}. The scammers provided him with a video via XXXX on how to make a wire transfer on USAA. Additionally, he was instructed to XXXX two transactions and make visa gift card purchases. All in all, he was allowed to have access to withdraw the the entire amount through various transfers and purchases. USAA reports that they sent an alert to the XXXX XXXX XXXX account holder. They did not send alerts to the adult account holder. I noticed that another consumer reported a similar experience in XXXX of this year. These scammers are intentionally targeting youth with USAA accounts because of the lack of financial controls that other banks have implemented. USAA is aware and is not acting responsibly. I can't imagine any universe where a XXXX XXXX XXXX needs to send wire transfers. My own bank limits ATM withdrawals to {$1000.00} per day on an adult account! USAA is failing to implement appropriate controls to protect military consumers with youth accounts. They are aware that their youth accounts are being targeted, as evidenced by the report filed a couple months ago, and the multiple communications I have had this week, and still fail to take action to protect their consumers. Additionally, USAA has denied me to take a loan to preserve my credit rating, even though I have good credit and financial means to pay. " There is no second look. '' They are not working with me at all.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 371XX
Submitted Via: Web
Date Sent: 2021-05-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-22
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I emailed the CEO of USAA in regards to late payments reporting inaccurately on my report. A rep from the CEO office called me and I informed them of the months that was reporting falsely on my XXXX XXXX & XXXX report. I sent my bank statements showing each month and my payment for each each month. Another rep called me and said that they see on time payments for all months except 3. But I clearly sent them my bank statements. The months that are reporting inaccurate are : XXXX, XXXX, XXXX & XXXX of XXXX. XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX of XXXX. XXXX, and XXXX of XXXX. They asked me to fill out and submit a Consumer Report Dispute Form which I did on XX/XX/XXXX and they keep sending me this form without correcting the inaccurate information.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 078XX
Submitted Via: Web
Date Sent: 2021-05-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-21
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: I was a victim of identity theft in which XXXX XXXX use my identity at a time when I gave it to him under the impression that he was going to file my taxes that year. I provided to him all the necessary documents for a tax filing which is my drivers license as well as my Social Security card. This individual then proceeded to opening up bank accounts and loans under my identity that were sent to an address that I never lived at. Ive been able to work directly with the company in most cases to clean up all the unnecessary items that were on my credit but for some reason I am having a large amount of difficulty and dealing with USAA and the removal of the fraudulent loan as well as them simply close in the fraudulent bank account that still remains open to this day. In XX/XX/XXXX I received one email from a lady by the name of Miss XXXX XXXX stating that she had called me in regards to this issue. My cell phone was literally in my hand when I received the email and there were no missed calls, Ive been proceeded to calling her back instantly and there was no answer, I then proceeded to leaving her a voicemail every day for a month straight. At no point did Ms. XXXX respond to any of the emails that I sent her or any of the voicemails. So my issue at this point is this company is holding me accountable for a loan that I never opened at a bank that I have never bank with. I dont have any military personnel in my immediate family nor am I military so therefore I should have never been qualified to open the bank account to begin with. The bank account was fraudulently opened using the identity of a woman that was claimed to be my mother that I never met in my life. Ive asked the company numerous times to stop reporting this fraudulent account to my credit as well as I have begged them to close the account so that it can no longer conduct any type of business under my name but they still choose to keep the account open. I am bringing this issue to the concern of your Company because USAA is choosing to hold me accountable due to an electronics signature being signed on a promissory note for the loan. I XXXX XXXX never signed that document, XXXX XXXX forged the entire thing. Which is why Im i. This situation to begin with. I never open the bank account, I never applied for a loan, Ive never purchased a vehicle, and never lived at the residence that listed on the account, I never received the check, I never signed a promissory note, so at this point I would greatly appreciate it if someone helped me address this issue. Im filing this claim again due to the fact that in the response I was given USAA perpetrated as if Miss XXXX was assisting me in dealing with this issue and it was determined that I had actually applied for the bank account and the loan. When in reality I have been calling every day or every other day at best I have left multiple voicemails on her phone, Ive dealt with multiple agents regarding the issue, I have asked for someone from the fraud team to contact me directly because there is no transfer system that allows a customer to speak with them and Ive been told numerous times that I would be contacted and never received the call. So it seems that at this point the company is just holding me accountable without even make an attempt in anyway shape or form to resolve this issue. I have even gone to the extreme of alerting the police about this individuals actions in which they have now open an investigation into him that has causing clear senior to leave his residence and he has been on the run for over a year. Now with all of these elements most of which have been documented and present it to USAA why am I still being held accountable? Please assist. I will attach both the police report and a screenshot of all my attempts to speak with the specialist in charge of my claim with USAA and all my failed attempts at getting in contact with her. In my previous filling with you all Usaa claimed in their response that shes been assigned to assist me and Ive failed to reach out to her regarding the identity theft claim. I am attaching this so that your company doesnt just sweep this under the rug again! I am a VICTIM! This is a continuation to my last claim as it was not resolved by your company at all. You just let usaa walk all over me neglecting all the proof i have of being a victim and usaa doing nothing to help me. They just want to force funds out me someone that doesnt rightfully have a debt or even a business relationship with them. COMPLAINT ID XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33025
Submitted Via: Web
Date Sent: 2021-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A