Date Received: 2020-08-12
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: Usaa has closed my account and they are refusing to let me have access to my money. They overnighted my daughter her money but they are refusing to mail me my money in the same manner. This my money I earned it not them. Usaa has no right to keep my money.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 36869
Submitted Via: Web
Date Sent: 2020-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-11
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: To : USAA XXXX Dispute XXXX RE : Dispute Re : Account # XXXX Dear Representative : I am writing to dispute the account referenced above. I have disputed this account formation as being unverified and inaccurate with you, and you have come back to me and stated you were able to verify this debt. How is this possible? Under the laws of the FDCPA, I have contacted the USAA myself and have been unable to get them to respond or to verify that this is indeed my debt WRITTEN PROOF. The credit bureaus have not been provided Proof that this debt occurred and was caused by me. You have not provided proof that this debt occurred and was signed by me. It is in the best interest of the Law and Credit regulations to remove this from my credit rating otherwise without proof of verification and valid proof this has to be removed from my credit report at once. Failure to Provide evidence that may be used to established fraud which I have stated. After careful research, I have determined that this is not mine, and I was given no evidence of my obligation to pay this debt to USAA. The credit Reporting agencies do not have proof that this debt is valid. I do not have proof. Delete ITEM as it violate Fair Credit Reporting. The FCRA requires you to verify the validity of the item within 30 days or remove it. If the validity can not be verified you are obligated by law to remove the item. There is a clear case of unverified debt here, and I urge you to remove this item before I am forced to take legal action. 1. Please provide my written signature or valid proof that what your claiming is in fact my account. 2. Please dont simply state verified, please provide me written proof Per FCRA that this dept is valid. 3. That the debt you say I owed and this account was setup, funded and used by me while I was XXXX. In the event that you can not verify the item pursuant to the FCRA, and you continue to list the disputed item which I have researched and determined does not belong to me, then I will find it necessary to sue you for actual damages and declaratory relief under the FCRA. According to this regulation, I may sue you in any qualified state or federal court, including small claims court in my own area. Furthermore, I believe my local news reporters will find this refusal on your part to comply with the law very interesting. While I prefer not to litigate and contact the media, I will use the courts and publicity to enforce my rights under the FCRA. I look forward to an uneventful resolution of this matter. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX Social Security # XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92110
Submitted Via: Web
Date Sent: 2020-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-11
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: XX/XX/2020, Paid earnest money of {$5000.00} on house I wanted to purchase. In XXXX, I contacted USAA to inquire about a mortgage. I spoke with XXXX XXXX. Due to the USAA system of initiating contact, I am not able to obtain the communications with XXXX. He was helpful and was easy to work with. He also said that USAA was no longer making conventional loans, but seeing as we got in under the wire, they would go forward with ours. He got me started on gathering documentation and what was needed. On XX/XX/2020, XXXX was out of the office and his coworker requested more information before submitting for processing. This request was fulfilled the same day. Nothing was heard from XXXX XXXX or his coworker XXXX XXXX. On XX/XX/2020, I sent XXXX and XXXX an email inquiring about my application. No response from either of them. Later that same day I was emailed by XXXX XXXX, XXXX # XXXX. She went over all of the details for the mortgage. She requested what else she needed. XX/XX/2020 Paid Appraisal fee of {$590.00}. XX/XX/2020 Paid XXXXXXXX XXXX {$400.00} for inspection. On XX/XX/2020, I responded with the requested documents. I received no response from follow up emails requesting confirmation of the documents and if they were indeed the ones she needed. On XX/XX/2020, I had not heard anything back from XXXX, and emailed her. I emailed her that my due diligence period was ending in two days. I asked for her to confirm again that she had all she needed. Since due diligence was coming to an end I requested to know what else she needed to have to close this loan. XXXX responded on XX/XX/2020 that she needed to have some documents in a different format. I sent an email asking to clarify exactly what documents and what specific format. XXXX responded with which document and what format. I went out into the pandemic and obtained the documents requested. The same day I sent them to XXXX and because of the questions, I asked for a confirmation of receipt and acceptance. I heard nothing from XXXX in response. On XX/XX/2020 I received a document from USAA stating that I had not provided the needed information and my loan was on hold. The documents listed as missing were the ones XXXX had requested on XX/XX/2020 and I had provided the same day. Also on XX/XX/2020 I sent an email to XXXX asking about the letter and restating that I had sent the requested documents. There was no response. On XX/XX/2020 I emailed XXXX again requesting confirmation of her having the necessary documents. I also called the number and extension she provided but the system would not accept the extension and left me with a dead air type sound. I did receive an out of office notice via email from XXXX with a contact point while she is out. I then emailed her contact person asking the same questions as I had asked of XXXX. On XX/XX/2020 XXXX XXXX responded asking for 24 hours to review my file. On XX/XX/2020 I responded thanking her. On XX/XX/2020 I received an email from XXXX stating that she did not have the documents needed and requested certain ones. I responded that I had provided them earlier. On XX/XX/2020 I responded with the required documents, again, and also expressed my unhappiness at the difficulty and confused way I am being dealt with. On XX/XX/2020 I had not heard anything from XXXX nor XXXX. I emailed XXXX stating that we were only 10 days from closing and had not heard from her. XXXX responded the same day saying she will review the documents and she would be in touch. On XX/XX/2020 XXXX emailed me requesting completely new documents. On XX/XX/2020 I responded with ALL of the new, requested documents. On XX/XX/2020 XXXX responded stating that this format will not work. Not seeing that I had already sent it in an acceptable format. I immediately responded with an email that I had already sent the format requested. Later on XX/XX/2020 I followed up with another email requesting confirmation of her have the required document. On XX/XX/2020 I emailed XXXX agin requesting confirmation of required documents and stating closing was less that a week away and I still had no idea where I stood. XXXX responded and said she was reviewing your file and will contact you shortly with an update. I heard nothing from XXXX until XX/XX/2020. She emailed with a totally new request for a letter from my employer as to why I work remotely. I have worked remotely for the last 20 years. As so many americans, this seems a bizarre request. My company has no brick and mortar locations in the United States. The only brick and mortar are the headquarters location in XXXX, XXXX. I responded to her with ways she can prove this and save time ( time being of the evidence here ). I also informed her of my long history with USAA and the lack of professionalism on the part of USAA. I also tried to explain my diligence and hard work, in the face of the pandemic, at trying to fulfill her every wish. I also sent her a copy of my job description in hopes of fulfilling the last request. I heard nothing from XXXX. On XX/XX/2020, one day before scheduled closing, I had not heard anything from XXXX. I did recieve an email from XXXX XXXX, XXXX # XXXX. He stated that they were still pending documents to finish the file and can not give me an ETA on the loan until all documents are in and accepted. The list of items needed were all of the ones listed in the early part of the process that have been sent several times. I responded to XXXX informing him of all of the documents that I had sent and sent them AGAIN to him. I attempted to call him but the USAA phone system again would not put me through to his extension and left me on dead air end. I attempted to call XXXX XXXX, Director of loan processsing, who works in the XXXX, FL office and left a message for her to please call. On XX/XX/2020 I had not heard from XXXX XXXX, Director of loan processing and again called her. She did not pick up and I left a second message to please call me. The closing attorney attempted to contact USAA to set up closing. He was not able to reach anyone and no one called him back. XX/XX/2020, the closing date has come and gone and I have not heard from anyone. I am now out appraisal fee, {$590.00}, inspection fee, {$400.00} and earnest money, {$5000.00}, for a total of {$5900.00}. USAA has not lived up to their responsibility to treat customers fairly and timely. They have failed me completely and I will no longer consider them for any of my business. If USAA did not want to make this loan they could have said so and still given me time to find financing elsewhere.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28110
Submitted Via: Web
Date Sent: 2020-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-10
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: While XXXX my identity was stolen by ex family members. XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX XXXX : Dispute Re : Account # XXXX SSN : XXXX XXXX XX/XX/2020 USAA To Whom It May Concern : Thank you for taking the time to read this letter. I recently noticed that my credit report contains a late payments reported on for an account I assert was not open by me. After trying to resolve the matter I settled the balance in good faith to restore my credit rating and hope for I am fully aware I had financial obligations to you. Unfortunately, due to not securing my home and personal property, I made a mistake in falling behind. If not for this, I would have an excellent payment record. Im sending this letter because when I checked my most recent credit report, I noticed it contains a late payments. I dont want to dispute the accuracy of this report. The late payments was a one-time oversight on my part, and I have since brought my account to good standing. I want to request a one-time goodwill adjustment on my credit report. I am in the process of buying a home, and this will allow me to take advantage of the lowest interest rates available. Other than this one-time mistake, I have a history of making my payments to USAA on time. I hope you will consider my request and remove this late payments from my credit report. Let me know if you need any additional information from me, and thank you for considering my request. XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92110
Submitted Via: Web
Date Sent: 2020-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-10
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I don't really care if they have the right to close your account. Banks don't have a right to hold your money hostage. We the people have the right not to keep our money in their bank if that is how they feel about us! We have a right to protest against their unfairness & abusive tactics! It's our business that keeps them in business! They are only hurting themselves when they do close peoples accounts. They are also hurting me because I can not pay my bills because they don't care! they just don't care! Especially during this type of virus pandemic with usaa closing my account & not letting me have access to my money during this pandemic! I hope they XXXX XXXX XXXX & XXXX! Since they are trying to make me XXXX!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 36869
Submitted Via: Web
Date Sent: 2020-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-07
Issue: Problem with a lender or other company charging your account
Subissue: Can't stop withdrawals from your account
Consumer Complaint: I booked a stay on XXXX XXXX for the dates XX/XX/XXXX to XX/XX/XXXX. I wasn't able to get into the suite booked due to some garage key error and that's the only way to get in. My husband and I sat outside a one way narrow garage until someone could let us into the building. I reached out to the host regarding this and requested a new room with a new key. We got the new room and the new key and the same thing happened. We would left the condo sparingly because we knew it wouldn't work. On the second key the host become unresponsive. Frustrated with fighting with the building security to prove we brought a stay here with XXXX XXXX and not being able to have access to a condo we paid for we had to leave. I contacted my bank USAA to place a dispute but after providing proof of the booked stay and a cancellation notice I got a generic response that XXXX XXXX can't refund a cancellation. This was ridiculous, the cancellation ( I was told by the host ) needed to happen so we can change condos. I never not showed up and expected to get refunded, I showed up and literally didn't have access to a stay I paid for and paid for room change and didn't have access to either. I got royally XXXX here. I've attached the proof sent to USAA. Also during the dispute XXXX XXXX sends me a message telling me I could get my account with them cancelled for trying to dispute ... retaliation much! I've used this company before and this was my first very big issue and deeply disturbing. The first amount paid from my account was {$370.00} on XX/XX/20 the second was {$79.00} on XX/XX/20. The on XX/XX/20 I get the automated response from my bank telling me my dispute was denied and it wasn't based on the reason provided. No one looked at this. This was absolutely unfair.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 782XX
Submitted Via: Web
Date Sent: 2020-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2020 I made my ( USAA/XXXX ) mortgage payment with an additional principal of {$460.00}. Initially, the USAA app on my phone reflected the new balance after a couple of days as did the " My Accounts '' screen of the web application. A couple of days later, the balance on my mortgage on the phone app and web app screens was increased by {$460.00} to {$11000.00}. I went into the web app to check Payment Activity screen and noticed that after my payment was submitted, it was debited and credited many times, with the last debit eliminating my {$460.00} principal payment. My payment was submitted in a straightforward manner through the web application with the {$460.00} amount clearly marked to be applied to principal. On XX/XX/2020, I called the customer service number for the mortgage company and eventually spoke to XXXX XXXX, who said that " the Payment activity screen is just not updating '' and that XXXX can not be held accountable for any balance that is part of my USAA app because that is not their screen, so if it's wrong, I should speak to someone at the bank about that. Then he told me that I should " trust '' that XXXX understands that I only owe {$10000.00} and if I need an accurate printout of my balance, I would need to call the customer service number every time because it is inappropriate to rely on the web application. XXXX said he would " get in touch with the web developers '' and then noted that he would only be calling me back if they called him back because otherwise, he was too busy. He did give me the name and number of his supervisor, XXXX XXXX, and sent me what he said was an official record of my payments, which differed from the " official record '' I downloaded from the homeusaa.com. I called XXXX XXXX and she promised to have someone call me by XXXX XXXX XXXX on XX/XX/2020 to tell me when the discrepancy would be resolved. Ms. XXXX also told me I needed to " trust '' XXXX. When no one called by XXXX XXXX EDT, I called Ms. XXXX back and she told me that " I swear '' that someone would call me tomorrow morning ( XX/XX/2020 ) at XXXX XXXX. She then reiterated that I needed to trust her. When there was no call by XXXX XXXX on XX/XX/XXXX, I called Ms. XXXX back and she had rerouted my call to an anonymous number, somewhere in Indiana with a voicemail that only gave the forwarded number and then beeped. This morning, XX/XX/2020, I tried to call Ms. XXXX again and had the same result. I called USAA, the company with which I dealt ( I am a veteran and the mother of XXXX actively serving soldiers ) to obtain my mortgage. I spoke to " XXXX '' with the executive resolutions team and she told me there is nothing she can do because " I do not deal with mortgages ''. As of XX/XX/2020, my mortgage balance shows as {$11000.00} ( {$460.00} more than is accurate ) on the web application, the mobile app and the Payment Activity page of homeusaa.com. Please advise
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AR
Zip: 727XX
Submitted Via: Web
Date Sent: 2020-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-06
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I spoke with XXXX from USAA on Monday XX/XX/2020 & she told me she would expedient my money to me this week. I forgot to ask her if she could overnight it to me. She hasn't returned my call and it is now XX/XX/2020. It's just downright cruel to do somebody not to let them have access to their money but to close it when it's on payday! I will make sure to let my friends and family not to do business with usaa! due to their cruelness!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 36869
Submitted Via: Web
Date Sent: 2020-08-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-06
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: Copy of Letter sent to USAA Bank Attention Legal/Dispute Department : In XXXX of XXXX XXXX XXXX and I separated it was at this point I contacted USAA Bank to request that account that I was informed I was being held jointly responsible for with XXXX XXXX to be closed. I was advised that because he was the primary on the account I could not close the account until I had a divorce decree. Although this seemed completely unfair and quite simply ridiculous I agreed. In XXXX of XXXX the divorce was finalized I sent all required documentation to USAA requesting the account be closed immediately and my name be restored on all accounts. Time passed and my maiden name was restored to my accounts and I no longer saw the account that I was an authorized user on ; at that point the balance was {$4500.00}. My assumption was that since my name was restored and the account was not listed for my view that the situation was rectified. Fast forward seven years XXXX XXXX contacted me and advised me he was filing bankruptcy which confused me because we have no business dealings together. He advised me that he was allowed by USAA to reopen the account and my name was left on therefore I was going to be responsible for his debt. I immediately contacted USAA and spoke with several agents. XXXX employee # XXXX advised the account was closed but was in fact reopened at the request of XXXX XXXX because he was the primary? If that be the situation then my name remaining on the account constitutes fraud. I was then transferred to XXXX # XXXX who said the account was not reopened, it was never closed. Then she changed and said she couldnt tell what happened because the records did not go back that far and recommended I place a dispute online, as there was no one I could speak directly to resolve this issue. I attempted to place the dispute online but was having trouble because I did not have an account number so I called back and spoke with XXXX # XXXX who was helpful in navigating me through the dispute process and sent me a copy of all available statements so that I could prepare to attack this problem from a legal aspect if necessary. I updated all my contact information with XXXX and she assured me I would be contacted if this issue was not resolved. Fast forward to XX/XX/XXXX I received an alert from by XXXX XXXX that there was a negative posting on my credit bureau. USAA had placed a charge off on my credit. I was never contacted, never received any notification of the account and nothing stating my dispute was not valid. Again, I contacted USAA and spoke with several agents. After explaining the situation to XXXX # XXXX, I was immediately transferred me to XXXX # XXXX. XXXX advised me she saw no dispute on record. How is this possible when a representative assisted me in filing the dispute a year ago? She then transferred me to XXXX # XXXX, I wanted to speak with someone regarding this nightmare. XXXX advised me there was no one I could talk to. My options were to file another dispute online using account # XXXX or to send my dispute in writing. Since placing the dispute online was not effective in XXXX, I have elected to send a certified letter. She gave me the address and assured me if the dispute was sent certified that it would be signed for and the situation investigated. So that brings us here. I do not understand why I was not allowed to close the account in XXXX of XXXX and I certainly do not understand why he was permitted to reopen the account after I closed it. Because he is the primary? I do not understand why this account is being allowed to impact my credit. I am a responsible adult. I pay my bills. I have good credit and work had to insure it stays that way. I am asking that this situation be reviewed, and a fair decision be made in consideration of all the facts. I understand that had XXXX XXXX elected to stop paying the account when I requested it to be closed I would have been held responsible for that balance and in truth I would have paid it. I would not have been happy about it, but I would have handled my business. I am asking to have the derogatory rating be removed in its entirety from my credit bureau and if it is determined that I owe the balance as it was when I requested the account to closed ; {$4500.00}. That the balance be transferred to one of my existing USAA accounts, displays in good standing and I be allowed to pay it over time as I would have been in XXXX. I never used this account ; I never activated a card. All these facts I am sure you can validate with your records. What I am requesting is to be treated fairly. I have done everything the agents of USAA Bank advised me to do and yet here I am. I will send a copy of this letter to each Credit reporting agency to document my dispute as well as the office of the Attorney General in the State of Missouri to ensure my objections are heard. Again, all I am asking for is to be treated fairly. I look forward to speaking with someone from your department regarding these issues. Please be aware I work the night shift ; XXXX and will not be available during those times. I can be reached at any time XXXX at XXXX. Thank you for your time. XXXX XXXX
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: MO
Zip: 64050
Submitted Via: Web
Date Sent: 2020-08-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-05
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: USAA closed my account on the week Of payday. But they did put my account back in normal status then put it back in credits only status. I received a call from XXXX in the office of the president at USAA telling me they she would expedite my money to me this week. She asked me if I would be willing to pay the negative balance. I told her I was already going to do that when I got paid. But they but my account back in credit status and refused to let me transfer to take care of it.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 36869
Submitted Via: Web
Date Sent: 2020-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A