Date Received: 2020-12-28
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I have been trying to close my checking account, with USAA since XXXX. first USAA said that we had fees outstanding, and we had to wait a few days to ensure that there were no pending transactions. When we went through the fees we learned that there were mistakes created by USAA to obtain overdraft fee When USAA reviewd their mistakes they refunded the fees. After about of month no transactions on the accounts I attempted to close the accounts today. When I logged on three of the accounts showed a XXXX balance, XXXX dollars in one account, and XXXX XXXX cents in another account. I transfered the funds, that showed a XXXX balance. When I called USAA to close the accounts they said one of the accounts had an outstanding balance. When I looked into the transaction history, an overdraft fee that was refunded was re-instated, triggered by my attempt to close the account. This problem was created on one other account. Lastly according to USAA if I have an outstanding balance [ which I currently do not ] they can not close my account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 79925
Submitted Via: Web
Date Sent: 2020-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-28
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: In XXXX of XX/XX/2019I refinanced my FHA home mortgage that was owned by XXXX XXXX XXXX. My refinance and loan were handled by USAA. I worked with a loan officer on the terms of my refinance. The goal was to both get rid of PMI payments as well as lower my monthly amount due. Over this correspondence my predicted estimates were reasonable and agreeable in that it would make sense for me to refinance as the original lender could not beat USAA 's offer. See image one that clearly states that the estimated total includes property taxes. Even looking at my closing cost details of the document that I signed for the new loan agreement nothing looks off as to the issue that later became apparent. See image two, the documents clearly show that Property Taxes are shown as both " ( 6 mo. ) '' and " per month for 6 mo. ". This was also explicitly expressed by myself to the loan officer in the initial correspondence about refinancing my loan. My loan was signed and closed XX/XX/2019. My payment was as expected until XXXX. On XX/XX/XXXX, the mortgage server XXXX did an escrow analysis that projected that my escrow account would be underfunded and that my payment would be increased. There was no communication of this action or increase, I logged into my account that month to see that my payment had increased XXXX dollars or 20 % increase. I initially contacted USAA support to explain why this was the case. They referred me to XXXX XXXX for support as they weren't the loan servicer. I contacted XXXX at least 3 times asking for them to explain why my payment and escrow account would have any issue barely 6 months after refinancing. I have purchased 2 homes prior and never had an issue. Finally they expressed that there was an error in the calculation of the origination of the loan when it was funded and that they only serviced the loan and that USAA are the ones that handle the loan origination. So back to USAA support, multiple calls and multiple personnel, eventually I was told to contact the person who was my loan agent during that time. I contacted her and asked for an explanation as to what happened. I did not receive a response for a week so I contacted her manager, then loan agent called the following day. She expressed that they had made an error and had calculated my semi-annual property taxes on an annual basis. By that calculation the difference in what my projected monthly payment would be was substantial. Substantial enough that I would not have refinanced with USAA nor would it have made a difference in my payment, as I am now paying exactly the same amount as I was before refinancing. She said that there was nothing that they could do as the loan was closed and referred me to their Executive Resolution team to see if they could help resolve this. After being sent to this new team and them reviewing my account and what had happened they expressed that while they messed up and calculated the costs wrong, that they could do nothing. As a consumer and researching this issue, this is not only predatory behavior, but unconscionable. USAA has a team of lawyers, they have entire departments and specialized teams that review loan applications at multiple steps. I look at both the documents I was sent prior to my loan closing, and the actual closing documents and see that it clearly states that there is the distinction of the property taxes listed amount is for semi-annually or 6 months. How is it that there is no liability for a financial firm on this. Of course they are going to drive down any payment or cost to the consumer that will make them think they may be getting a better deal, when reality there is no risk to them for funding a miscalculated loan where the burden of the error only falls directly on the consumer. I don't use their services to be hoodwinked into a deal, I assume in good faith that my best interests are being looked out for when I choose to do business with a company. After their executive team failed to resolve the issue besides shrugging their shoulders, I asked to speak with any VP over the departments, supervising leads, or somebody other than someone that is going to tell me " yeah sorry we made and error but we can't do anything ''. In short, I was given a payment of XXXX monthly, after six months this amount rose to XXXX without communication or explanation. Only after calling and investigating did I find that the origination of the loan by USAA the property taxes of XXXX semi annually had been calculated as the annual amount. Their error, will cost XXXX dollars over the life of the loan. How is it that a regulated financial institution such as USAA, can't both be held liable or even offer some type of recourse for an error that they made.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 95350
Submitted Via: Web
Date Sent: 2020-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-27
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: On ( XX/XX/2015 / {$330.00} ), USAA SAVINGS BANK added a derogatory mark on my credit report per XXXX, XXXX, XXXX. Upon, further research, this account was transferred/sold and I am no longer responsible for the account. The debtor 's creditor did not verify this collection. Also, there was NO written form of communication, contract, or signature for this accused debt at all. A bill without a signature does not validate the debt and anybody can send a bill and say it's mined. According to the FCRA, USAA SAVINGS BANK has violated my rights as a consumer, and I'm requesting legal action to remove this account immediately. In addition, the CARES ACT is LAW. ( SEC 4021 ) Any Creditor or Credit Bureau that does not fix any deferred missed payments reported to the credit bureaus are simply choosing to disobey the law and further action on your behalf can result in more issues than a company and/or credit bureau wants to deal with.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 70122
Submitted Via: Web
Date Sent: 2020-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-27
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: On ( XX/XX/2016 / {$4400.00} ), USAA SAVINGS BANK added a derogatory mark on my credit report per XXXX XXXX, XXXX, XXXX, and XXXX. Upon, further research, this account was transferred/sold and I am no longer responsible for the account. The debtor 's creditor did not verify this collection. Also, there was NO written form of communication, contract, or signature for this accused debt at all. A bill without a signature does not validate the debt and anybody can send a bill and say it's mined. According to the FCRA, USAA SAVINGS BANK has violated my rights as a consumer, and I'm requesting legal action to remove this account immediately. In addition, the CARES ACT is LAW. ( SEC 4021 ) Any Creditor or Credit Bureau that does not fix any deferred missed payments reported to the credit bureaus are simply choosing to disobey the law and further action on your behalf can result in more issues than a company and/or credit bureau wants to deal with.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 70122
Submitted Via: Web
Date Sent: 2020-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-24
Issue: Struggling to pay your loan
Subissue: Denied request to lower payments
Consumer Complaint: I have requested that USAA grant me additional relief on my autoloan due to Covid-19 as we have been ordered to stay at home again. I contacted USAA o XX/XX/XXXX to ask for another extension. I have made some of my payments during this time, but as of XXXX we are ordered to stay at home again and I am unable to earn an income. USAA denied my request for relief on my payments. I have requested relief twice before and USAA granted it, but again as stated since that time I have made some payments, but again we have to stay at home, which is out of my control. USAA 's refusal to grant additional assistance is unconscionable and I am requesting an investigation into this matter. Additionally, I am a XXXX citizen and this is no way to treat anyone.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-12-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-22
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I have repeatedly submitted a dispute to have a USAA credit card removed from my credit report. I am only an authorized user and not the primary account holder. I no longer have access to this account nor am I responsible for any past balances or future charges on this account. XX/XX/XXXX refuses to remove it even though XX/XX/XXXX and XX/XX/XXXX have removed this account from my credit report with them. I have tried to contact USAA to have me removed as an authorized user ; however, the company refuses to speak to me about the account since I am not the primary account holder so I can not even get past the first person to ask to be removed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33409
Submitted Via: Web
Date Sent: 2020-12-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-22
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I checked my credit reports through XXXX XXXX and XXXX. I have two credit cards with USAA and on all my credit reports, it shows that one of my credit cards has been closed. USAA said everything is normal and their no restrictions on the accounts and dont know why they would show closed on my reports. My credit reports are being tampered with and Im in the middle of home buying. I need help. Closing accounts can show as negative on credit reports and I need to know why this happened. Its not fair.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30093
Submitted Via: Web
Date Sent: 2020-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-22
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: My ex-wife and I had a co-signed credit card account with USAA. My ex-wife filed for chapter XXXX bankruptcy and the account was included in her bankruptcy. I was not a party to the bankruptcy and it should not affect my credit report. USAA stopped my automatic monthly payments without notice to me and deleted the account from their website so I was unable to view any status. Upon my noticing the account was missing from my view on their website, I called them and their customer service representatives were unable to process a payment via phone. It took XXXX hours over a series of phone calls before it was determined how it was possible for me to make payments. I have continued making payments monthly. USAA refuses to send me monthly statements and I have to call their bankruptcy department via phone to make sure my payments are received. The balance is now lower but USAA is reporting this account to the credit reporting agencies as a serious delinquency/missed payments with past due amount of the original balance that was included in my ex-spouse 's bankruptcy filing. I have disputed this status with all three credit reporting agencies, but USAA response is that the account is accurately reported. The bankruptcy department representatives that I have spoken with via phone say they can not help me and that I should pay for a lawyer to pursue this with USAA.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 165XX
Submitted Via: Web
Date Sent: 2020-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-22
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: THIS COMPLAINT IS AN ADDENDUM TO CASES XXXX, XXXX. ON FRIDAY XX/XX/XXXX I WAS CONTACTED BY " XXXX '' FROM THE CEO OFFICE FROM USAA ; HER EXTENSION LINE IS XXXX. DURING THIS PHONE CONVERSATION THIS REPRESENTATIVE CONTESTED THE COMMENTS FROM EXPERIAN WHICH INFORMED ME THAT USAA WAS REPORTING MY ALLEGED CREDIT CARD CHRAGE WAS BEING REPORT AS " 51 CHARGE-OFFS ''. THIS CONSUMER HAS NEVER HAD 51 ACCOUNTS WITH USAA. AS THE PHONE CALL PROGRESSED " DIA '' STATED THAT DURING XXXX THERE WAS A USAA POLICY WHICH IF A DEBT WAS OWED TO THE CREDIT UNION ( CU ), THE CU WOULD CUT ACCESS TO ALL ONLINE ACCESS TO ANY ACCOUNT. INXX/XX/XXXX, I WAS RE-STATIONED IN XXXX AS I LEFT XXXX. THIS CONCEDED THE FACT THAT USAA WAS SENDING STATEMENTS PERTAINING TO THE INCORRECT ADDRESS AND I HAD NO RECOURSE IN CORRECTING THE ISSUE AS MY ACCESS TO MY ACCOUNTS WERE RESTRICTED BY THE POLICY THAT HAD IN AFFECT AT THE TIME INXX/XX/XXXX. XXXX INFORMED ME THAT SUCH POLICY HAS BEEN TERMINATED. IN XX/XX/XXXX, USAA SENT ME A CHECK FOR {$200.00} FOR A REFUND FOR FRAUDULENT BANK CHARGES ASSESSED TO MY ACCOUNT WHICH CAUSED MY ACCESS TO BE RESTRICTED. THIS DISCLOSURE CONTRADICTS THE EXPLANATION PROVIDED BY USAA TO CFPB ON XX/XX/XXXX CASE # XXXX. " BETWEEN XX/XX/XXXX AND XX/XX/XXXX NO CREDIT CARD PAYMENTS WERE RECEIVED. ON XX/XX/XXXX THE ACCOUNT WAS PERMENANTLY CLOSED, AS IT HAD REMAINED PAST DUE FOR 90 DAYS. DURING THIS TIME, USAA MEMBER DEBT SOLUTIONS BEGAN MAKING OUTBOUND CALLS, VARIOUS PAST DUE NOTICES WERE GENERATED, AND MONTHLY CREDIT CARD STATEMENTS WERE SENT TO YOU. '' AS XXXX CONFIRMED USAA SENT ACCOUNT INFORMATION TO AN ADDRESS AND STATE I NO LONGER LIVED IN, WHILE USAA RESTRICTED ACCESS TO MY ACCOUNTS, BASED UPON THEIR FORMER POLICY TO RESTRICT ACCESS TO ACCOUNTS IF PAST DUE BALANCES EXIST. XXXX ALSO STATED THAT I MADE A STATEMENT FOR " USAA TO CEASE COLLECTION EFFORTS IN XX/XX/XXXX '' THIS IS AN ECHO STATEMENT FROM CASE # XXXX. " USAA CEASED COLLECTION EFFORTS IN XX/XX/XXXX, PER YOUR REQUEST FOR A CEASE AND DESIST. '' THIS IS FALSE, AS XXXX CLEARIFIED ; THE CEASE AND DESIST WAS ISSUED TO A 3RD PARTY DEBT COLLECTOR AND NOT USAA DIRECTLY. USAA MISREPRESENTED THIS ELEMENT IN THEIR STATEMENT TO CFPB. USAA CONCLUDED BY STATING THAT THEY ARE OBLIGATED TO REPORT ACCURATE INFORMATION TO CREDIT REPORTING AGENCIES, AND AT THIS TIME " XXXX '' STATED THAT XXXX WAS AT ERROR FOR REPORTING THE " 51 CHARGE OFFS ON MY CREDIT REPORTS.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-22
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: USAA is reporting a debt on my credit file that I do not owe. I recently had my credit pulled and was notified that USAA is still reporting a balance on an account that I paid off months ago. This debt has been settled in full and needs to be removed from my credit file. This account is causing my home buying process to be delayed and it shouldn't be a deragotaroy account anymore. This needs to fixed ASAP!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: UT
Zip: 84663
Submitted Via: Web
Date Sent: 2020-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A