Date Received: 2021-01-11
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: In XXXX I applied for the pandemic forbearance program with USAA and XXXX XXXX, d ue to the Covid-19 shutdowns. In XXXX I started the loan modification process, and provided USAA and XXXX all of the requested documents at that time. Since XXXX I have received numerous requests for additional documentation. The majority of these requests have been for the same documents within days of each other. For example I received request for my business P & L statements on multiple occasions within a day sending the document. At one point I had submitted the detailed P & L statement 4 times in 6 days. As well as a complete detailed payroll report from my payroll provider. On multiple occasions I have requested status updates, and inquired as to how I may supply USAA with any additional documents in order to facilitate the modification process. I received little or no communication other than additional requests for the documents I had just submitted the day prior. I have also received at least 3 notifications for them stating that all the documents were received and the application was under review, only to then receive additional requests for the documents already submitted. It is my belief that USAA and XXXX are trying to intentionally delay the modification so as to reach the expiration date of the forbearance in order to force a lump sum payment or foreclosure on my home. I also believe that this intentional act is a scam perpetrated by USAA and XXXX in order to foreclose the property in order to sell it at a profit as it has increased in value dramatically since purchasing the home. If this is the case I am concerned that in markets where housing prices are increasing dramatically, and a shortage of available homes exists, That USAA and XXXX are doing this to many more veterans than just me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90066
Submitted Via: Web
Date Sent: 2021-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-11
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: On XX/XX/XXXX a deposit of {$84000.00} was made into my account. On XX/XX/XXXX 3 withdrawals totalling {$5000.00} were made against my account as a refund was granted by USAA bank through XXXX that wasn't approved by myself but only by USAA bank because the original purchaser, XXXX XXXX, a XXXX year old child wanted a refund. USAA granted the refund without my approval or notification, then turned around and froze all the funds in my account on a 72 hour " fraud determination hold '' without my approval. I called 3 days later and found out that USAA had indeed closed my account and placed my entire balance of {$75000.00} on frozen hold for their policies and procedures authorization of policies for 60 days until XX/XX/XXXX when they said they were authorized to snail mail me out a paper check to my residence. They closed my account on XX/XX/XXXX and did not allow me access to my account or a refund of my balance of {$75000.00}, which is still with them almost 6 months later. The head of the fraud department, XXXX XXXX at XXXX XXXX XXXX XXXX that was assigned to my case, no longer worked there they told me and wouldn't refer me to anyone else to talk to me. They also had my phone number flagged in their phone system as my calls were not to be accepted by them. Every time I called them they're phone system would would automatically drop my calls and tell me that I was calling at non business hours which wasn't true. I finally used another phone number to call and spoke with the fraud department and them saying that I had committed fraud with no proof. We the 60 day hold on my funds deadline of XX/XX/XXXX has come and gone, it's now almost 6 months later as of XX/XX/XXXX and I still don't have the {$75000.00} plus balance of my funds returned to myself and they have my current address. I lost a lot of friends and potential clients because I haven't had access to my funds, not including the other pain and suffering that I have gone through by not having access to my funds. My children 's last birthdays and XXXX was practically non existent since I did not have funds to access to funds to purchase things for them. I even had to go on food stamps or XXXX as they refer to it in California because I could afford to go out and purchase food. This is sad and should not be allowed by banking institutions to lie to people like me about giving distinct dates that they will provide you back your money and don't. The only communications that I have received from USAA bank since XX/XX/XXXX is my monthly balance statements with no indications of when they will return my funds. USAA is very unprofessional and nasty towards people if you get on their bad side but I never had a chance to prove or address the fraud issue that I was accused of by a XXXX year old kid. That same XXXX year old kid just so happened to have run away from home after his bank through XXXX froze his bank account because they found out that he was only XXXX years old, so he had never gained access to the money either. I hope you can help me recover my funds quickly and put a stop to their 800 pound gorilla in the room illegal practices. Thank you for your time and attention to this. matter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92392
Submitted Via: Web
Date Sent: 2021-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-11
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: USAA has neglected and dropped my dispute cases repeatedly and unethically. I bought a XXXX XXXX XXXX from XXXX with a payment processor through XXXX. Processed ~ {$2000.00} on the card while the remainder $ XXXX in payment plan to pay monthly. Upon getting the computer, it wasn't acting right. I called he company to tell them about the missing parts and the service and build of the PC was horrible. Plugs weren't pushed in all the way, wire management was horrible. etc. The GPU wasn't acting right and the heat was above what it was supposed to be. The MOBO wasn't picking up the bios correctly and many other small issues. There were no Serial numbers in the box or packing, which is what most companies do for custom PCs. they cut out the serial number on the box and give it to the customer. I didn't get anything. When I tried to get troubleshooting help on the Mfg sites. I didn't have the serial numbers to get the info I needed. I took the PC apart, noticed the serial numbers were all missing, scratched off, and torn off. the Dram, gpu, and mobo. All of the parts that weren't XXXX brand. I disputed the transaction with USAA. Submitted the benchmarks difference with normal pc and mine, pictures of the serial numbers being removed. Also the email of the company saying they won't give me the serial numbers and don't have them. Showing that they never had them as well. All proving that this PC was counterfeit. I sent them the FTC report number as well. The FTC took the PC to investigate and had the system for ~3 months. I called in about the dispute after it was " closed '' and tried to get the dispute people to call me. It took them from XXXX - XXXX to finally call me. Over 6 months. I called 1-2 times a week to the front call center, they put in the requests MANY times to get call backs. They would claim the notes in the account say they try to call me, but yet i never got missed calls. Even notes saying they leave a voicemail. But I never got any missed voicemails. 3 months into this process, I told them to talk to their IT team, because they obviously have my number blocked on their IP communicator side. In XXXX I finally wasted 8 hours of a day trying to get to a tech team member to investigate my number being blocked. Finally I got my number unblocked. Within a few hours, I got a call from the dispute rep who fabricated so much information, I just had to hang up. Firstly, they claimed they didn't have enough information to investigate, for months on the notes. I submitted everything and requested they tell me what more they needed. Yet couldn't tell me what they needed exactly. He kept skating around the lines and claiming that nothing I should proved it was a counterfeit PC. Yet my Background and XXXX or XXXX in XXXX XXXX wasn't enough to evaluate it as counterfeit. Then after dictating CA Penal code that shows that it's illegal for anyone to sell PC parts without serial numbers. The Rep continued to fabricate any other excuse as to why the bank couldn't dispute the charge. Then tried to push it on Visa. Claiming that they were following their policy. I spent a day communicating with Visa. Visa 's policies state that counterfeit items are covered by their dispute policies given to merchants and banks. When I brought that back to the dispute rep. They turned it into something else and made another excuse why they couldn't process it. After arguing with him for a while he claimed that there was nothing he could do either way. Since the timeline of the dispute has passed, I had to argue this information months ago. WHEN THEY DIDN'T COMMUNICATE WITH ME THE WHOLE TIME. I have hundred of calls I made to them, yet XXXX shoes NO calls coming to my phone from their bank in relation to the hundreds of call backs I requested. Today, I get a call from another person who shoots down a different path and claims that they can't dispute the account because the need the invoice of the purchase. Since XXXX was the merchant and XXXX is the payment processor. I yelled at him and argued that they could have told me this in a letter, email, text, call MONTHS prior, so I could have gotten this information and then he continued to say the timeline is passed. Which is idiotic to say the least, since they didn't communicate with me at all during the dispute process and had my number blocked on their own system. After asking if I could just get the invoice for them, can they just make the exception of processing the dispute as they are supposed to. They refused. Then explaining that they can't dispute the payment processor. If I made a payment through them and the merchant didn't deliver. Then they can't dispute it. Just like XXXX uses XXXX. Or XXXX using XXXX etc. Yet there is no policy he could explain that shows that. He just kept changing the reason why they can't do it. I told them that I would take them to civil court and he said that was the only option. There are still two disputes open that were dropped and never processed with USAA. The other process from XXXX. I made two orders in 2 days. Never got the orders after 1 month. Disputed the charges and the bank claimed they never had enough information. They refunded one charge, then dropped the second order dispute and never even bothered to put notes on the case file for months on end. Still same excuses timeline being too far in the past to dispute the charges. OTHER issues about the bank is their lending programs and credit card application processes. I created the account XX/XX/XXXX, opened the account with 2 credit cards. XX/XX/XXXX, I applied to purchase my lease. Credit score sitting at XXXX. No mortgage etc. So debt to income ratio is fine. They denied the loan for XXXX. Reason was " too many inquiries ''. Yet when I checked my credit profile. USAA was literally the only things on my account, 3 inquiries when I opened their account. Last inquiries were in XXXX, when I purchased my house and got my car lease. After a week or so, I called back up to complain about that process. It didn't make any sense why I would be denied. Again got all the excuses. But in reality, the underwriting team literally has no ability to go against the algorithm they use for debt to income ratio. I applied again, as directed by the " senior rep '' because they could push a few things around. Again, denied. meaning I had now 5 hard hits on the account. A month or so later after complaining about it to some senior reps. Got no where. But I needed something when my lease was up. So I called back and applied for a XXXX loan for a motorcycle. Denied, again, too many inquiries. The only ones on the credit score was USAA. But they gave me a 3rd credit card. So now my " credit limit '' with 3 cards was close to {$12000.00}. The SAME amount I originally requested in the first loan. The bank is forcing me into Credit cards to purchase a vehicle to pay their 16 % interest rates etc. While leaving me in debt to them in the complete ignorant manner in which I was forced into their credit cards and not auto loan as originally asked. Now my credit is sitting near XXXX with loans maxed out to cover all the payments to purchase a motorcycle and parts, because they wouldn't give me the loan to cover a new bike. Killing my credit and forcing me into debt with their higher interest rates.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 614XX
Submitted Via: Web
Date Sent: 2021-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-11
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: Back in XXXX of XXXX I was a victim of a money mule fraud. I was in XXXX and a guy promised me a job opportunity. The man asked for my bank info and with that they stole and overdrew a huge amount of funds from the account and as a result USAA was forced to close my bank account and ban me from using thier bank ever again. Also because it was a family joint account my mom who serves as a XXXX in the XXXX XXXX was also affected and lost all her funds. She was unable to make payments to her home due to this harsh fraud activity. Last year of XXXX I opened a new account with XXXX XXXX but the next day I went to deposit cash into my new bank account based off my consumer report they had to put my account on freeze because of my banking history and was told to contact XXXX XXXX XXXX. I wrote them a letter explaining the situation and they referred me to you guys.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DC
Zip: 20017
Submitted Via: Web
Date Sent: 2021-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-11
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2021 USAA began blocking access to my account. I spoke to customer service and they told me they need to know my net worth for 'security purposes. ' USAA was not willing to grant me access to my money or my accounts and have essentially stolen my money.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90275
Submitted Via: Web
Date Sent: 2021-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-11
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I filed a dispute with XX/XX/XXXX and XX/XX/XXXX in regards to the incorrect items on my credit reports. It has been well over 30 days, and I have not received any investigation results.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30215
Submitted Via: Web
Date Sent: 2021-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-09
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: I thought I closed my USAA card account over one year ago. I received a letter in the mail stating that I can opt out of USAA sharing my personal information. I called USAA and was told I needed to verfiy my self which I tried to do by answering questions. This failed and I was not allowed to opt out. I was then told that even though my accounts were closed : Once a USAA member always a USAA member. I again contacted USAA on XX/XX/2021 with the same request and was told that to opt out of their sharing my personal information, I needed to send in copies of both sides of my drivers license. I feel that this requirement is silly and stupid! My USAA number is : XXXX. The last four of my social is : XXXX. If you are unable to resolve this issue please let me know who I need to contact.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-01-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-08
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: So i got a letter saying they messed up fees for late payments and gave me a XXXX credit from when i ad the card. I filed bankruptcy on this card many years ago - approved and discharged. They say the balance is still there and they applied the credit to a balance that shouldnt exist, rather than send a check for XXXX XXXX that should written off due to bankruptcy. Who else have they done this to? So they compounded an MRA i would guess with something even worse. this seems illegal. The rep on the phone didnt even seem concerned. She stated your not responsible for the balance after bankruptcy but the balance is still there and this credit was applied. Didnt even address the real issues. XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32205
Submitted Via: Web
Date Sent: 2021-01-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-07
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I would like USAA to provide me with their policy for applying payoffs to auto loans. In particular, I'd like to find out what notification processes they use to confirm receipts of payoffs and handling incoming mail. I would like to also find out if the payoff check I sent to them was dated and time stamped upon receipt. I currently, have an error on my credit report for XX/XX/2018 and what like to know why the payment was not applied in a timely manner before reporting the account late.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-05
Issue: Struggling to pay your loan
Subissue: Denied request to lower payments
Consumer Complaint: I am experiencing financial hardship due to reduced work hours as the result of COVID-19. I have reached out to USAA on multiple occasions to request extended financial hardship relief through their program. I was approved but then denied. I received a letter stating that I have " submitted the maximum number of relief requests for this financial hardship event ''. It is unfortunate but the restrictions enforced by local/state/federal government are preventing me from working regular hours. The " hardship event '' is still ongoing and affecting me financially. My job has reduced work hours due to clinics being cancelled by our clients. I am in a financial XXXX like countless other Americans. I have maxed out a majority of my credit cards to make ends meet. I have contacted all of my creditors, including USAA to request additional assistance considering the circumstances. I am baking goods to attempt to keep up with bills but it is not enough to cover all of them at the current time. The decision of USAA is unrealistic considering what I, like countless others, are experiencing. The decision is making my situation worse and causing more emotional distress. I am actively seeking employment but work is hard to find. My unemployment benefits were exhausted on XX/XX/2020 and I am in the process of waiting for the state to reinstate my benefits ( which is another hurdle to cross ).
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 704XX
Submitted Via: Web
Date Sent: 2021-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A