Date Received: 2020-07-30
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: I am a victim of COVID layoffs and I requested the 90 day grace extension. i was told this was granted. However they only applied it to ONE of my USAA cards, the other is now reporting past due.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 333XX
Submitted Via: Web
Date Sent: 2020-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-30
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: USAA closed my account the week of payday. But a usaa employee put my account back in normal status on XX/XX/2020 for me to be able to get my money & sent me a new debit card. I am being XXXX XXXX XXXX XXXX then USAA put it back in credits only status on XX/XX/2020 because they told me my account was to be closed on XX/XX/2020. I have bills to pay but they don't care about that. They don't care about the undue stress that they are causing me not letting me have access to my own money!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 36869
Submitted Via: Web
Date Sent: 2020-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-30
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: Ive had a XXXX XXXX XXXX with USAA since XX/XX/XXXX. With an Exceptional payment history & zero late payments on credit report per XXXX. I will attach proof in uploaded documents. I had {$5000.00} credit limit which is reflected on my XX/XX/XXXX card statement. I will attach a copy. Then statement dated XX/XX/XXXX under Transactions shows payments & credits totaling {$4200.00} in an attempt to improve my credit score by improving my credit utilization ratio which makes up for 30 % of your credit score. Which I was previously unaware of. After receiving my payment reduced my credit limit to {$2600.00} therefore preventing me the opportunity & impact advantage those large payments would have made to my credit score. I called to dispute at that time & was brushed off & never received any follow up or explation. I want my credit limit restored to the original {$5000.00} so I can receive the positive impact to my credit score the payment was intended to do in the 1st place. Paying off your debt should never have a negative impact to your score. It is sending the wrong message to consumers. They wanted my balance to remain high so they can charge me more interest charges & thats just wrong on every level. Especially considering Ive never missed a payment ( per XXXX XXXX which proves it is about interest charges.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 078XX
Submitted Via: Web
Date Sent: 2020-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-30
Issue: Other service problem
Subissue:
Consumer Complaint: I am unable change the location of direct deposit of my USAA annuity because USAA will not give me instructions. There are no instructions on the website. I spent two hours on the phone with reps XXXX XXXX, XXXX XXXX, and XXXX, and was never able to get instructions how to change the location of direct deposit of my USAA annuity. XXXX gave me instructions how to link my credit union to USAA but did not give me instructions how to change the location of direct deposit on my USAA annuity. USAA can not use corona as an excuse for the slow service because their service has been slow for 13 years and why I closed my account with USAA 13 years ago. I would cash out the USAA Annuity and be done with USAA for eternity but the contract does not allow cash out. Please help me to get USAA to do their job and give me complete correct instructions how to change the location of direct deposit of my USAA annuity. Thank you!
Company Response:
State: WA
Zip: 98661
Submitted Via: Web
Date Sent: 2020-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-29
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: During XXXX, i was XXXX and and my mail and credit data was stolen. I reached out to USAA and police reports. The account # Visa ending in XXXX was not removed from XXXX and XXXX and was removed from XXXX. After nearly 3 years of trying to remove this single item from my reports I contacted USAA and informed them i didtnt open this account and suspected it to be my ex wife or someone with access to my account or info. I paid the balance hoping this would resolve the issue. USAA is reporting that they never recieved payment and have listed late payments and degratory info to the credit reporting which is 100 false. They have not provided that is was fraud and even further I assisted in tryign to pay the settle balance of the account. I XXXX XXXX am submitting this I have enclosed my ID, and address information
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92110
Submitted Via: Web
Date Sent: 2020-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-29
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I contacted USAA to do an interest rate reduction refinance loan for my VA home loan that is currently with USAA. I went through application, and when I received my disclosures, saw that the required disclosure " IRRRL Comparison Statement and Recoupment Calculation '' was wrong. I contacted USAA and my mortgage specialist acknowledged there was an error, but said she didn't know if she could fix it. I told her I wanted to know the actual numbers before deciding on the loan. On Saturday the XX/XX/XXXX, I got a call that asked me to send an email/photos of what was wrong. I sent it the same day, with two issues : I was looking for a loan comparison that normally comes with a cash out refinance, which apparently doesn't come with an IRRRL -- - and I was looking for a corrected IRRRL disclosure. I sent photos of the document with notes to clarify the error. On XXXX XXXX, I got an email from USAA 's Loan Originator telling me that " we are talking about different things '' and " Unfortunately, we would not be able to generate that document for an interest rate reduction refinance. '' On XXXX XXXX, I received a call from the mortgage assistant stating the same, and affirming that despite the number being grossly wrong, " management '' told the assistant they weren't going to fix it or send out any more disclosures. A huge factor in refinance is the recoupment for the loan cost. My current loan is with USAA, however, they incorrectly list PITI and PI as the same amount, despite knowing otherwise. They own my current loan and have ready access to this information. The comparison rate lists the new PI, and comparison PITI correctly, and this " funny math '' makes the time to recoup closing costs grossly incorrect. I was told the actual savings for buying down points would be somewhere around {$400.00} per month, with points at the cost of over $ XXXX. However, the disclosure incorrectly states the reduction in PI to be almost {$1100.00}. This is almost 200 % the amount I was verbally told. At this reduction, it would only take 10 months to recoup closing costs, which is what the disclosure states. I have asked repeatedly for an accurate disclosure and was told " no ''. I think it's wrong to lie/mislead a customer, much less a Veteran. I have banked with USAA for over 18 years, and I was really shocked that the primary disclosure for IRRRL was grossly wrong. USAA wasn't willing to fix it. I have not received an accurate disclosure. Banks should be held to an accuracy standard.
Company Response: Company believes complaint is the result of an isolated error
State: OR
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-08-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-28
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: USAA took all of my money in my accounts and took all the money comming into my account, social security : XXXX retirement : XXXX XXXX XXXX XXXX, for a couple months until I opened a new account. Even after I opened a new account the XXXX XXXX XXXX XXXX continued for a few months wile I figured out I wasn't getting it. The problem was identity theft on my mother-in-laws account. She was having trouble a was calling on a regular basis, she even asked for a new card and was told no by USAA employee, this happened for months. USAA then came after my account. After the neglect handling of her account examples : not giving her a new card ; declining to give a new card ; not doing anything about a recurring charge from the same place for the same amount over and over ; not escalating accounts ; saying they are putting notes in the file and nobody can find. For what ever reason they closed her account but still continued to take this charge over and over after being told it wasn't legitimate charges. USAA then started to take everything from my account plus anything comming in, all of my direct deposits,. USAA has done nothing to fix this. I have called numerous times and have talked to the executive resolution team just told me they will escalate my account after months of waiting why wasn't that done already. The response was the other account was escalated. In other words I'm getting the run around. The people involved are my mother- in-law, my wife, me, USAA and the thief. This is hard for me to type out and I'm sure I'm missing a lot of information so get back to me. XXXX taken from me really hurts and who knows what they got from my mother-in-law.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-28
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: During 2017, i was XXXX and and my mail and credit data was stolen. I reached out to USAA and police reports. The account # Visa ending in XXXX was not removed from XXXX and XXXX and was removed from XXXX After nearly 3 years of trying to remove this single item from my reports I contacted USAA and informed them i didtnt open this account and suspected it to be my ex wife or someone with access to my account or info. I paid the balance hoping this would resolve the issue. USAA is reporting that they never recieved payment and have listed late payments and degratory info to the credit reporting which is 100 false. They have not provided that is was fraud and even further I assisted in tryign to pay the settle balance of the account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92110
Submitted Via: Web
Date Sent: 2020-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-28
Issue: Wrong amount charged or received
Subissue:
Consumer Complaint: XXXX XXXX XXXX XXXX authorized without notification a fraudulent ach transfer from USAA in the amount of {$26000.00}. It has been 84 days since I filed the police report and notified XXXX XXXX XXXX XXXX. XXXX XXXX XXXX XXXX informed me I was past the 60 day requirement to notify of fraudulent activity. I was at 68 days to report. Fraudulent charge was debited from checking account on XX/XX/XXXX, at the onset of the pandemic, followed by state-wide shutdowns. Focus was on my XXXX, not myself until later in the shut-downs when I wanted to invest more into my XXXX for XXXX XXXX, which is when I noticed the fraudulent charge. XXXX XXXX XXXX claimed they would develop a conclusion between 45 - 60 days of reporting. They are no longer providing additional information as to the status of the claim. Contacted Attorney General, State reps, and personal attorney. Causing extreme mental and emotional anguish. Police contacted for a wellness check. XXXX XXXX XXXX XXXX claims they are unable to reach anyone at USAA. USAA claims XXXX XXXX XXXX XXXX has no record of contact. Faxed information to USAA on XX/XX/20. Very possible I will be homeless. Loss of income for my XXXX. Mental anguish. No forbearance in reporting due to COVID-19 pandemic.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 174XX
Submitted Via: Web
Date Sent: 2020-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-28
Issue: Written notification about debt
Subissue: Didn't receive notice of right to dispute
Consumer Complaint: So, on are about XXXX thru XXXX of 2019, I tried responding to paying down some credit card debt with U.S.A.A and had made payment arrangements. I spoke with several agents in the Credit card dept. Talked with XXXX from member debt solution I.D . XXXX regarding my XXXX XXXX XXXX. In addition set up automatic payment plans with confirmation I.D . numbers as follows : XXXX, XXXX, XXXX. Spoke with agent XXXX on XXXX, spoke with XXXX on XXXX, XXXX from member hardship I.D . XXXX whom had a negative attitude. Essentially, other additional months ensued before some actions were taken because at the time of said arrangements, I believed they were in motion, much to my chagrin arrangements were not honored two months later. This resulted in several expensive fees on credit card accounts however one account remained in an arranged payment status, which is why it was baffling that, U.S.A.A did not answer my many request to alleviate these problems. Furthermore XXXX continued to charge fees and place negative remarks on credit report, and since outsourced to collections with XXXX XXXX XXXX of which I have disputed with C.F.P.B and gotten a response in lieu of Covid-19 and inability to get a appropriate determination with U.S.A.A on how this problem got worse
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 315XX
Submitted Via: Web
Date Sent: 2020-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A