Date Received: 2020-09-17
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Called to make an online payment of the balance due of XXXX. Agent made a mistake and made the payment of XXXX leaving me with a balance of XXXX when I called to make the payment of XXXX cents, I was told I could not make an over the phone payment of. XXXX as they could not process a balance of that amount. I asked if I could make a XXXX payment and was told no as that would leave me with a credit. Agent said I would have to write a check for XXXX or use my credit card to make a purchase in order to have a higher balance to pay the XXXX. I asked if they could write off the XXXX balance as this was their error and was told no, there was nothing they could do.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: FL
Zip: 33511
Submitted Via: Web
Date Sent: 2020-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-15
Issue: Problem with customer service
Subissue:
Consumer Complaint: I have been attempting to get USAA to issue me a replacement check for the one they sent me that got destroyed. They refuse to provide this to me or correspond about my request
Company Response: Company can't verify or dispute the facts in the complaint
State: SC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This complaint is in conjunction with a previous successful complaint filed against USAA violated the Electronic Fund Transfer Act and Regulation E by failing to properly honor consumers stop payment requests on preauthorized electronic fund transfers, and by failing to initiate and complete reasonable error resolution investigations ( XXXX XX/XX/XXXX ). USAA also violated the Consumer Financial Protection Act of 2010. On XXXX XX/XX/XXXX I received a delinquent tax notice for my property taxes. I contacted my mortgage company. I sent the notice via PDF to the mortgage company. I was advised that the escrow account that is maintained by my mortgage company was established for the purpose of paying the property taxes and the homeowners insurance. At the time in order to be able to satisfy the complete tax bill of {$1400.00}, I would transfer {$250.00} to my escrow account. I was informed that the person on the Escalation Team ( XXXX ) would get back with me to provide feedback on the XXXX of XXXX. XXXX did not call on the XXXX. On the XXXX of XXXX I went online with the XXXX County Treasures office to pay my taxes ( to include penalties ) using my credit card. On the XXXX of XXXX XXXX did call. I informed her that since she did not return my call on the XXXX I went ahead and paid the entire tax bill until XX/XX/XXXX. We discussed the transaction and I sent her invoices clearly depicting that I had in fact paid the tax bill. I was told by XXXX that she would be reaching out to the Tx Team to ensure that no money was to be taken out of my escrow account to pay taxes and that she would look into getting me a refund. I was promised again XXXX would provide follow up/feedback on XXXX XXXX. The morning of XX/XX/XXXX I contacted XXXX XXXX and spoke with a person by the name of XXXX. He informed me that XXXX had a call back scheduled for XXXX XXXX that day. I asked to make sure XXXX was in and I was told she was. At XXXX I called XXXX and requested to speak with XXXX. I was subsequently placed on hold for 5 minutes. I was told that the receptionist was trying to get a hold of XXXX or a manager. After another 5 minutes of being on hold, I was told that neither XXXX or any of the other managers were available at this time. Supporting this complaint is the assertion that USAA has failed to provide any legitimate documentation six times requested by XXXX XXXX XXXX supporting the statement that USAA has paid fines/penalties in the matter of the mortgage for property at XXXX XXXX XXXX XXXX XXXX WA, XXXX. Mr. XXXX had initially requested documentation for receipts, invoices, or any other valid proof of payment that USAA had made from Mr. XXXX XXXX XXXX escrow account beginning from the date XXXX XX/XX/XXXX. Failure to provide documentation is tantamount to Misappropriation of Funds. When prosecutors bring a charge of misappropriation, they must convince a judge or jury that the following happened or is true : Control but not ownership. The prosecutor must show that the owner of the property, whether it's a person ( Mr. XXXX XXXX ), organization, or group, entrusted or gave the money to the defendant ( USAAXXXX. XXXX ), or otherwise allowed the defendant control over it. In short, the defendant rightfully had possession, but not ownership. Intent. First, a person must knowingly misappropriate the money, and can not commit the crime by making a mistake or error. A person who misappropriates funds doesn't have to intend to actually physically take the money. It can be enough for a prosecutor to show that the accused intended to take any action that results ( or would likely result ) in the misappropriation of funds. In some states, the accused must know the action is illegal ; while in others, the accused only has to act intentionally and does not need to know that the conduct is criminal. Conversion. In order to commit misappropriation of funds, a person must not only take the money but must use it for his own purposes. However, this doesn't require that the accused actually take the money and use it to buy something or otherwise spend it. Courts have held it's enough to transfer the money to a bank account or even to refuse or fail to hand over the owner 's money when the owner demands it. Return. A person who misappropriates funds with the intent to later return the money to the rightful owner is still guilty of misappropriation. It also doesn't matter if the misappropriation only lasted for a short amount of time In attached letters USAA has asserted that : USAA contacted XXXX County Treasurers Office and were informed of the delinquent tax notice ( repudiated by previous USAA letters ) USAA asserts they have paid fines/penalties. Several requests for documentation have been made on several dates. The following are a list of responses : 1 ) We are referring this to our Tax Team and when we have the documentation, we will forward it to you 2 ) RESPA states that USAA has to provide a response to you within 30 days 3 ) USAA utilizes a third-party contractor ( no name provided ) 4 ) XXXX County has not processed the payment sent 5 ) It can take up to 30 days for XXXX County to process said payment 6 ) The payment is lost in the mail 7 ) I can request a refund from XXXX County Treasurers Office On XXXX XXXX I received a PDF letter from USAA mortgage in response to my inquiry dated XXXX XX/XX/XXXX. In this letter USAA acknowledges that I made initial contact with them via e-mail notifying them of the delinquent tax notice. On XXXX XX/XX/XXXX I received a PDF letter from USAA clearly stating that USAA had made initial contact with XXXX County Treasurers Office to find out about the delinquent tax notice. USAA further asserts that they had paid the penalty for late taxes. This assertion is as well false as the property taxes and the penalty were paid with my credit card. It is very difficult to sort through the excuses and partial truths USAA has offered up. Documentation ( or lack thereof ) leans toward the hypothesis that no funds were sent to a third-party contractor or XXXX County Treasurers office, and yet {$700.00} was stolen from Mr. XXXX XXXX XXXX escrow account, alleging misappropriation of funds/fraud. RESPA Real Estate Settlement Procedures Act. The Act requires lenders, mortgage brokers, or servicers of home loans to provide borrowers with pertinent and timely disclosures regarding the nature and costs of the real estate settlement process. The Act also prohibits specific practices, such as kickbacks, and places limitations upon the use of escrow accounts. USAA has failed in every aspect of these laws. They have failed to provide legitimate documentation in the form of receipts, cancelled checks, wire transfer or electronic funds transfer. They have however, failed to refund me {$1600.00} due to me. They have claimed that they paid a third-party contractor to pay {$700.00} in property taxes without providing the third-party contractors name. They further assert that the money was paid to XXXX County Treasurers Office. The XXXX County Treasurers Office has been contacted an no payment has been received. USAA claimed that they paid the taxes on the XXXX of XXXX and that it is XXXX County Treasurers Office that is slow and inept in processing the payment. USAA was already found guilty on XXXX XX/XX/XXXX of failing to complete reasonable error resolution investigations.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 990XX
Submitted Via: Web
Date Sent: 2020-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-14
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I recently moved from XXXX to XXXX. I sold my house in XXXX and applied for a home loan with USAA, whom I prefer to do business with usually. However, the Loan Officer ( XXXX XXXX, NMLS ID XXXX ) they assigned to me appears to be incompetent and negligent in his duties. I am a licensed professional and was offered a job with an agency in XXXX doing contract work but I knew that lenders might not consider that form of employment when applying for a loan. I explained to Mr. XXXX that my new job would be a " W-9 '' position instead of a " W-2 '' position. He told me I would be okay to get a loan with that job as long as the employer provider a letter stating how much I would make working for them full-time. As a result, I accepted the job, sent him the letter, and completed the home loan application. He sent me a pre-approval letter on XX/XX/2020 in the amount of {$400000.00}. I contacted a real estate agent and started searching for homes. Then, about a week later, he called me to ask if my job was a " W-9 '' position and when I reminded him that it was, he stated that I was no longer qualified for a home loan of ANY amount. He told me I needed to find a W-2 job in order to get a home. I had to resign from my new W-9 job and find another a new job. After several weeks of applying, I was fortunate to be offered a " W-2 '' job with another agency. Unfortunately, the W-2 job paid significantly less than the W-9 job I had to resign from. As a result, Mr. XXXX informed me I was not approved for {$400000.00}. However, on XX/XX/2020 Mr. XXXX sent me two pre-approval letters, one in the amount of {$300000.00} and one in the amount of {$320000.00} ( with a {$20000.00} downpayment ). Additionally, he sent me another pre-approval letter on XX/XX/2020 for the amount of {$370000.00} with several other stipulations. However, later on the same day, he contacted me to ask me what the " third source of income '' I allegedly reported to him was in the amount of {$630.00} per month. I advised him that I never told him about a third source of income and he stated that he wouldn't have just written it down if I had not said it. When asked why he didn't ask me what the third source of income was AT THE TIME I allegedly said it, he could not answer me. Long story short, he has approved me for home loans FOUR different times and has then gone on to retract those offers all four times due to HIS mistakes. The emotional roller coaster he has put me and my family through is completely unforgivable. His actions and poor service are unprofessional, unacceptable, and negligent. I asked to speak to his supervisor and he directed me to his email signature. I called his supervisor ( XXXX XXXX, NMLS ID XXXX ) and of course, he did not answer his phone. I would be shocked if there were not more complaints against him already.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85014
Submitted Via: Web
Date Sent: 2020-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-14
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I am a victim of identity theft and my identity was used to open account with USAA Federal Savings. I have never conducted business with this bank in person or by phone. My credit is ruined due to these accounts that I am not responsible for and did not open. USAA Federal Savings has allowed someone to open accounts using my identity. The following accounts are listed on my credit report : XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, and XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07753
Submitted Via: Web
Date Sent: 2020-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-14
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I am a victim of identity theft and my identity was used to open account with USAA Federal Savings. I have never conducted business with this bank in person or by phone. My credit is ruined due to these accounts that I am not responsible for and did not open. USAA Federal Savings has allowed someone to open accounts using my identity.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07753
Submitted Via: Web
Date Sent: 2020-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-13
Issue: Managing the loan or lease
Subissue: Problem with the interest rate
Consumer Complaint: USAA is charging me 16.54 % on a used vehicle loan. The national average loan interest rate is 5.27 %. My credit score is almost 700 as of XX/XX/XXXX. USAA has refused to refinance the loan. I contacted them approximately XX/XX/XXXX via telephone and requested a refinance and/interest rate reduction and was denied. I have had financial difficulty due to COVID19. This means my payment is {$790.00}. broken down to : Interest : {$460.00} Principal : {$320.00} The loan began : XX/XX/XXXX Pay off schedule date : XX/XX/XXXX PAYMENTS : XX/XX/XXXX LATE CHARGE ASSESSED {$39.00} {$34000.00} XX/XX/XXXX PRINCIPAL {$320.00} {$34000.00} XX/XX/XXXX INTEREST {$460.00} {$34000.00} XX/XX/XXXX PRINCIPAL {$300.00} {$34000.00} XX/XX/XXXX INTEREST {$480.00} {$34000.00} XX/XX/XXXX NUMBER OF DAYS = XXXX XX/XX/XXXX PRINCIPAL {$330.00} {$34000.00} XX/XX/XXXX INTEREST {$460.00} {$34000.00} XX/XX/XXXX PRINCIPAL {$290.00} {$35000.00} XX/XX/XXXX INTEREST {$490.00} {$35000.00} XX/XX/XXXX PRINCIPAL {$290.00} {$35000.00} XX/XX/XXXX INTEREST {$500.00} {$35000.00} XX/XX/XXXX PRINCIPAL {$190.00} {$35000.00} XX/XX/XXXX INTEREST {$600.00} {$35000.00} XX/XX/XXXX PRINCIPAL {$35000.00} {$35000.00} So this is a 7 year auto loan in what would be 4 to 5 years if the interest rate was not inflated. I am paying more in interest than I am on my payment to pay the loan off. This is preditory lending. I am being taken advantage of by the financial institution. I am a XXXX person. Maybe similar scam as the XXXX housing market which caused a crash in the industry? Also I don't know who my money is going to in their network or why or how they are redesignating it. I really don't care either as they are financially abusing me to I guess give to another area? I don't know what scam the government is running. USAA Federal is refusing to refinance my loan and SERIOUSLY TAKING ADVANTAGE OF MY FINANCES.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 86001
Submitted Via: Web
Date Sent: 2020-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-13
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: MY USAA ACCOUNT WAS CLOSED ON XXXX, XXXX 2020. MY FUNDS IN THE ACCOUNT AT THE TIME WERE CLOSE TO {$2000.00} I HAD AN INCOMING DEPOSIT ENTER THAT SAID ''CLOSED '' ACCOUNT ON THE XXXX OF THAT MONTH/END OF XXXX IN THE AMOUNT OF {$3500.00} ... THEY ARE THEY ARE REFUSING TO REISSUE THE FUNDS BACK TO ME VIA CHECK ... USAA STATES THAT THIS PROCESS COULD TAKE SEVERAL MONTHS ... PLEASE HELP AS AM DUE BACK A LARGE AMOUNT OF MONEY THAT MY FAMILY AND I DESPERATELY NEED RIGHT NOW AS USAA ENJOYS THESE DIVIDENDS
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28348
Submitted Via: Web
Date Sent: 2020-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-11
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I have contacted both USAA and the 3 credit bureaus about the incorrect status of my account and either party has yet to update and correct the information. I was told by USAA that the information would be corrected with the 3 credit bureaus no later than XX/XX/20. Today is XX/XX/20 and the account status is still showing as as charged off which is incorrect as the account was paid in full. I have submitted payment receipt to the bureaus but have yet to see the account updated.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77433
Submitted Via: Web
Date Sent: 2020-09-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-10
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: I have receive multiple calls per day from this phone number as an auto dialer. On most occasions where I did not answer a pre-recorded message was left as voicemail. On most occasions that I have attempted to answer I get several seconds of silence and then I'm hung up on. On the occasions that I do get an operator on the line, I have discussed payment arrangements with them and asked that in the future they did not have permission to use an auto dialer to contact me. None of these have resulted in the calls stopping. Each time I have to ask them to check their notes and that I have attempted to make arrangements for payment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32034
Submitted Via: Web
Date Sent: 2020-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A