Date Received: 2021-04-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I originally applied for a loan modification in XXXX of XXXX, and after 5 months of repeated and I believe intentional delays, which included repeated requests for documentation which had already been submitted. It wasn't until I filed my original complaint with the CFPB that a representative reached out to give a detailed explanation of what was needed. All of which had previously been submitted to my XXXX XXXX. I was declined for a loan modification, and approved for a 12 month repayment plan. At the time my loan XXXX XXXX XXXX informed me that I was declined due to having enough income to meet the repayment plan parameters. ( {$11000.00} per month for 12 months ) At this time XXXX suggested that we do another modification application, and state in the application that I did not have the ability to make a payment higher than my current payment of {$6800.00} which would increase the likelihood of getting approved for a modification. After once again submitting all of the required documentation ( actually the exact same documents as were submitted during the initial modification application ) on XX/XX/XXXX ( approximately a month and a half later ) I was then denied a standard modification, a affordable modification, as well as a forbearance plan. This denial according to the documents received was due to the excessive obligations in relation to income. ( I dont make enough money ) The only options presented to me at this time was a Short Sale of the home, or a Deed in Lieu to the mortgage company. Neither of which are acceptable. Also at this time my ability to make payments to my account were disabled. This is where I believe XXXX XXXX has not acted in good faith. As in XXXX I was declined for modification based on too much income and the ability to pay the arrears in a 12 month repayment plan, but in XXXX it was deemed I did not have enough income to even make my normal monthly payment. Which by the way I had started making in XXXX and have made every payment since with the exception of XX/XX/XXXX ( due to my ability to make an online payment being shut off ) It is my belief that USAA and XXXX XXXX never intended to approve a loan modification from day one. It is also evident to me that the repeated requests for documentation ( I sent my P & L 20 times ) during the initial application were in fact a tactic to delay the process until the end of the forbearance so at which time USAA and XXXX could in fact foreclose on my property with the intent to sell at the current market value for a profit. It is my intention that once this appeal is denied, as I expect it to be to enter into a lawsuit agains both USAA and XXXX mortgage for conspiracy to defraud. it is also my intention to bring this matter to the attention of the Department of Veterans Affairs, The CFPB, and the local and national media. I am so frustrated and disappointed in what has transpired during this entire process that USAA has left me with few options. For an organization such as USAA that claims to serve and represent veterans, for them to intentionally attempt to take a veterans home, especially during a global pandemic and financial crisis is morally inconceivable to me. Enclosed is a timeline of the process that I have been thru since applying for the initial loan modification. This includes the repeated requests for the same documents, such as the Profit and Loss statement ( 20 times )
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90066
Submitted Via: Web
Date Sent: 2021-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-08
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Someone in USAA bank withdrew {$760.00} from my checking account instead of my daughters account for her car insurance payment. The bank has not resolved this obvious mistake on their part. I am out {$760.00} because someone clicked on the wrong line and they will not remedy their mistake
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 46825
Submitted Via: Web
Date Sent: 2021-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-08
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: With USAAs history of banking, and the fair credit reporting act provided, I did not expect the notification for payment attached, The debt would be paid and would not have incurred, had the auto claim been dispersed to checking as XXXX XXXX stated in XXXX. A fraud investigation is necessary to resolve the issues in a professional manner. Thank you. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 212XX
Submitted Via: Web
Date Sent: 2021-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-07
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: USAA Account # XXXX for {$49000.00} and USAA Account # XXXX XXXX XXXX XXXX for {$32000.00} are the sole responsibility of XXXX XXXX XXXX, DOB=XX/XX/XXXX SSN=XX/XX/XXXX ; Driver 's License # XXXX ; ( XXXX ) XXXX ; XXXX ; XXXX XXXX XXXX XXXX XXXX, SC XXXX. These accounts are the result of identity theft perpetrated by XXXX XXXX XXXX, and were fradulently opened by her.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85009
Submitted Via: Web
Date Sent: 2021-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-07
Issue: Fees or interest
Subissue: Unexpected increase in interest rate
Consumer Complaint: USAA XXXX XXXX credit card had set up on automatic payments then all of a sudden Im late get a phone call stating that my account is past due. Then my limit was dropped below and now they raised interest rates up And I will never get it paid at this rate
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 156XX
Submitted Via: Web
Date Sent: 2021-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-06
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I'm locked out of my account, the App behaves poorly, doesn't do face ID regularly, invalid Pin ( even though I haven't changed it in 10+ years ). Worst banking account I have. All other bank accounts work perfectly no issues. I've complained multiple times so this needs to be documented. Automated system on phone doesn't let you talk to a representative anymore. Was easier to file this complaint took 10 minutes to get someone. Please have the IT department learn to code or do something productive. They are terrible at their jobs. All my banking accounts work fine except USAA. It's embarassing to be associated with this company at this point due to recent quality Issues.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 36330
Submitted Via: Web
Date Sent: 2021-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-05
Issue: Communication tactics
Subissue: You told them to stop contacting you, but they keep trying
Consumer Complaint: USAA Credit Card Account Identity theft Check fraud Auto Claim Theft- All USAA Military Spouse Benefits Theft Notification attempting to resolve
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 212XX
Submitted Via: Web
Date Sent: 2021-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-05
Issue: Getting a credit card
Subissue: Sent card you never applied for
Consumer Complaint: Recieved a phone call around XX/XX/21 from XXXX XXXX asking if I had applied for a card, which i said no. They said they would disregard the application they had received and put a fraudulent notice on it. XX/XX/21 Received a debit card and a XXXX card from USAA. Called and spoke to them and told them I never applied for these cards. They said a fraudulent application was on file and advised me to notify credit bureaus. I put a fraud notice in with XXXX. I am notifying you now, as I am now afraid someone has my personal information and is trying to open accounts. My husband and I will be purchasing a home soon around XXXX of this year with XXXX XXXX and I do not want any trouble or damage done to our credit report.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: CA
Zip: 952XX
Submitted Via: Web
Date Sent: 2021-04-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-05
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: This is follow up and an additional complaint on USAA. The attached letter discusses the issues. USAA has not given answers to the two issues 1 ). May I please have the XXXX XX/XX/2020 documents 2 ) May I get an explanation for why my USAA was terminated and why I am " lifetime undesirable '' at USAA. They called and said nothing.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60137
Submitted Via: Web
Date Sent: 2021-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-05
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: USAA Account # XXXX for {$49000.00} and USAA Account # XXXX XXXX XXXX XXXX for {$32000.00} are the sole responsibility of XXXX XXXX XXXX, DOB=XX/XX/XXXX, SSN=XXXX-XXXX-XXXX ; Driver 's License # XXXX ; ( XXXX ) XXXX ; XXXX ; XXXX XXXX XXXX XXXX XXXX, SC XXXX. These accounts are the result of identity theft perpetrated by XXXX XXXX XXXX, and were fradulently opened by her.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85009
Submitted Via: Web
Date Sent: 2021-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A