Date Received: 2020-09-01
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: On XX/XX/2020, my husband noticed that he had been locked out of our joint USAA bank account. He proceeded to call USAA to see why he had been locked out and re-establish his online access. When he was on the phone with USAA, they told him that they had decided to no longer do business with us and close both our checking and our savings account. We asked them why this was occurring as we have, to our knowledge, not done anything which would warrant such a decision. We asked them if they had sent us a 30 day notice in advance of this decision and they said that they had not. Furthermore, when we asked how we would have access to our money, they said that because the account was in the process of closing, they would hold our money for the next 60 days. It is now the XX/XX/2020 and we have bills and a mortgage to pay but no access to our money with no clear idea of when we will again have access to our money. We also were never given a 30 day warning in order to prepare for this event.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95648
Submitted Via: Web
Date Sent: 2020-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-01
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I would like to submit this complaint on the Mortgage lender USAA. I was preapproved for a home loan and this company end up denying the loan 2 weeks after my deadline to have final approval. The company was aware of every deadline I had but disregarded my several attempts to make them aware that we needed a decision by a certain date ( or I would lose XXXX of my earnest money ) and I spent over XXXX in inspection fees, appraisal feees, etc. The companies major problem came from giving me 2 loan officers to work with then gave 4 different loan processors to work with.Having all these different people caused an issue because we could never get any thing accomplished in timely manner and they would repeatably as me for duplicate information. Additionally, ever person they assigned to handle my loan would literally work once or twice a week then have an " out of office '' notification set up if you tried to contact them.They kept asking me for several documents that I would provide with in an hour of them asking for them, then they would take a 1 week or longer to update me on anything so in the end they caused me to loss my money, future home, and wasted the sellers time. There final decision was that the loan was denied because my DTI was 45 % and I needed 43 % to qualify which didn't make sense because we went over this when I was preapproved plus if that was going to be the case ... why take so long to tell me this information ( USAA knew my earnest money was on the line ) So to be exact there incompetence cause me to loss over 3k and not close on my house. As an XXXX American veteran I just believe this company is a disgrace and should not state the claim as being supportive of veterans.Thank you for your time.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30342
Submitted Via: Web
Date Sent: 2020-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: For the second time in two months, USAA/XXXX has failed to appropriately apply my payments. I made a payment on XX/XX/XXXX, using the USAA/XXXX system, which ONLY allows me to make the current payment and either pay into additional principal or pay into additional escrow. I paid {$640.00} for the current mortgage payment and an additional principal payment ( CLEARLY MARKED IN THEIR SYSTEM ) of {$640.00}. FOR THE SECOND TIME IN AS MANY MONTHS, the mortgage company illegally applied the funds as an additional monthly payment, pretending NOT to understand what is meant ( in their own system ) by " Additional Principal ''.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AR
Zip: 727XX
Submitted Via: Web
Date Sent: 2020-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-01
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: To whom it may concern, Good day, I open up a joint account on USAA with my sister and have been having problems with acquiring the funds that have been uploaded via check. My sister and I have call the company on numerous occasion and all we have been told from last year XXXX until current is their doin an investigation. I would like the money that my sister work hard for return to her.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-09-01
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-30
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: debt is not mine, i was a victim of identity theft
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95691
Submitted Via: Web
Date Sent: 2020-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-30
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: debt is not mine i was a victim of identity theft
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95691
Submitted Via: Web
Date Sent: 2020-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-29
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Used Debit Visa card for a deposit. Cancelled the order never got merchandise. Merchant did nit respond or credit my deposit. Contacted my bank who gave me a credit While they investigated my complaint. Their policy was to issued credit while investigation.. Usaa reversed my credit on XX/XX/XXXX despite my submitting the documents they requested 3 times for proof of dispute.
Company Response: Company believes complaint is the result of an isolated error
State: GA
Zip: 301XX
Submitted Via: Web
Date Sent: 2020-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-29
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I have over 21 NSF fees in my usaa checking account. Every fee was cause by deposits that showed up as cleared on my online account statement but the bank says they the items were returned door the the items not actually being cleared fully. I have nearly {$600.00} in NSF fees in a three day period. Also Usaa policy read that they will only charge up to 10 nsf fees per cycle, I have 21 in 3 days. I've talked to three representatives and each one refused to refund any of the fees and stated that even though the deposits made showed up on my online statements that they weren't actually clear, therefore that is why the payments were returned and fees were charged
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DE
Zip: 199XX
Submitted Via: Web
Date Sent: 2020-08-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-29
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: My XXXX check was three days. Usually when my check comes on time, I transfer {$300.00} from my local credit union to cover my ACH automatic with drawls. There is a claim that the US Postal service is late delivering the mail these days, but USAA refuses to acknowledge this as a reason to refund my ACH fees. That's because I am the only person having this problem. I have been making complaints against my local sheriff 's department for unlawfully arresting me and making me a prostitute, and telling on the man that illegally brought me up on a charge that put me in prison and jail, several times. In 2018, USAA did not pay my car payment and cancelled my car insurance, well made it necessary to cancel it. It is no just USAA, but XXXX and XXXX and XXXX, I have filed complaints on them all. I want arbitration, and a chance to allow a mediator to help solve this problem, because it is not my fault. I have no control over when my check comes, especially if people in high places are causing it to be late, because I won't prostitute for them!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-28
Issue: Communication tactics
Subissue: You told them to stop contacting you, but they keep trying
Consumer Complaint: I have now twice requested help in writing from USAA Savings Bank. Once in XX/XX/2020 and again a couple of days ago. I have contacted USAA Savings Bank through XXXX XXXX to resolve this matter. I am unable to go on-line through computer because the program does not allow for this sign-on. I mailed my payment a week ahead of the due date. It was not cashed until after I was charged a late fee, which is what I am asking to be removed from the account since I mailed the payment a week ahead of time. I'm hearing impaired and have explained that I wanted help in writing, not a telephone call. There has been zero written communication from USAA Savings Bank to me for the XX/XX/2020 request and so far, a telephone call today. The facebook messages all want me to sign up on line through a mobile device. This is active discrimination.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32539
Submitted Via: Web
Date Sent: 2020-08-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A