Date Received: 2020-07-17
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: To whom it may concern, My wife and I recently applied for a home loan with USAA. Our application was declined towards what we thought should have been the end of our home buying experience, but that is not the primary issue. The primary issue is the lack of communication and lack of accountability throughout the entire process. We went through the pre-qualification process first and were told we approved for much more than what we were asking. According to our prequalification, our mortgage would have been roughly $ XXXXmonth ( our current monthly rent is {$1400.00} ). On XX/XX/XXXX, we put in an offer on the home we intended to purchase and said offer was accepted on XX/XX/XXXX. XXXX put due diligence and earnest money checks in the mail on XX/XX/XXXX as we had signed all documentation and were now under contract. We did not have an initial issue until it was time for the appraisal of the home. We were assigned to a loan officer named XXXX who was responsive to any questions until she went on vacation. My wife, XXXX, emailed to ask clarification on something and we received an auto-reply that XXXX would be out of the office for two weeks and wed be working with XXXX XXXX in the interim. XXXX seemed to have the attitude of dont call me, Ill call you, as she rarely replied to emails and when we did get a reply there was a noticeable amount of negativity behind her words. When it came to the actual appraisal, USAAs appraiser held on to the report for about a week after completing his assessment of the home. This caused us to ask for an extension on our due diligence period from the sellers. We finally got through this initial step of appraisals and inspections somewhere in the first week of XXXX. By this time, XXXX was back from vacation just in time to introduce us to a mortgage processor named XXXX XXXX. For the month between the start of mortgage processing and what we thought was going to be closing date of XX/XX/XXXX, we heard from XXXX exactly four times. The first was asking for more tax information. The second time was the morning of Thursday, XX/XX/XXXX asking for more documentation. We replied within an hour along with the question of whether to ask the sellers for another contract extension as that day was the last workday until Monday XX/XX/XXXX, closing day. Our question went ignored until XXXX where we received a reply promising we would get a call with some additional clarification before XXXX left the office for the holiday weekend. No call was made. My wife and I spent two hours that evening trying to escalate the situation to a loan processing manager, but all had gone home for the day/ holiday weekend. Our realtor and his assistant also reached out to XXXX, XXXX, and XXXX on several occasions throughout the process both via phone and email to get clarification on our behalf. We were finally able to get a hold of XXXX, our loan originator, who connected us with XXXX XXXX, a loan process manager. By Friday morning, we were able to get in touch with XXXX XXXX who tried to give us some assurance that our application would be pushed through since we still had no updated as to how far to extend our contract period. XXXX stated that she had reached out to XXXX manager and requested he personally look at the file and have underwriting take another look after some information was clarified regarding our finances. The following Monday, XXXX contacted by leaving a voicemail to tell us that our application had been declined but gave no reason. By this time our frustration with XXXX and her lack of communication and professionalism had boiled over, so we called and asked to speak to her supervisor XXXX XXXX. We explained our situation and he let us know he would take yet another look and call us back within a matter of hours. My wife, again, clarified the information regarding our financial state that seemed to be the source of confusion and application denial. Mr. XXXX understood what was being explained and shared the reason that underwriting would most likely decline it again. He then shared that our application was never approvable even from the pre-qualification stage and was surprised that we had gotten this far in the process. We feel beyond frustrated and wronged at the fact that we spent six weeks and thousands of dollars going through this loan process unnecessarily, since our application was never going to be accepted according to Mr. XXXX. Mr. XXXX shared that the way our income was structured should have been flagged at processing. I want to re-iterate that we were pre-approved for a loan far above what we offered and purchased on the home by both USAA and another lender even after sharing our financial situation. After speaking to other lenders on this matter, we were told that our loan should have in fact been approved by USAA because our financial status was more than acceptable. This entire situation was not only mentally and emotionally frustrating but also financially depleting. The specific transactions that are the most angering include roughly {$900.00} for an appraisal, {$1500.00} for due diligence, and {$1000.00} in earnest money. As we are in uncertain times with COVID, the loss of that amount money is not acceptable. We feel that it was USAAs duty, from the beginning, to share this information that we may not be approved. Furthermore, they used COVID as the reason for their lack of movement in the process at a faster rate, however all the required documents had been uploaded since XX/XX/XXXX but did not begin processing in underwriting until XX/XX/XXXX. We still believe there was enough time given that we would not have had such a large financial loss if they had notified us sooner. Mr. XXXX ended the final phone call explaining the USAA absorbs no financial responsibility in this matter despite the lack of quality communication. He simply offered his apology. My wife and her family have been customers of USAA for several years. We chose them because of their exemplar customer service, however I do not feel that as of late that has been our experience. We feel that we were often treated as an after thought and not given proper communication time and again. We feel that USAA should bear some responsibility for this process falling apart and should be made to repay at least a portion on what we lost in while going through this.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27560
Submitted Via: Web
Date Sent: 2020-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-16
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I applied for a VA mortgage with USAA on XX/XX/2020. I am a XXXX XXXX XXXX veteran with a XXXX XXXX old. We were planning to move from XXXX, XXXX to XXXX, XXXX due to a recent job I had gotten after being laid off in XXXX when Covid-19 hit. We were due to close on XX/XX/2020 Everything was going well until about XX/XX/XXXX, when I had not heard anything from the USAA mortgage processing team for over 2 weeks and had not received word that the appraiser had been ordered. So, after calling and emailing the processor all morning, he quickly replied that he needed a different version of my XXXX because he never even got around to securing the Certificate of Eligibility ( COE ) necessary for him to even order the appraisal. After I sent him the XXXX, he failed to reply to my standards so I secured a COE on my own via the VA eBenefits website and sent it to him. He ordered the appraisal on XX/XX/XXXX ... one week before we were contractually set to close. This processors name is XXXX XXXX, his senior is XXXX XXXX, and their manager is XXXX XXXX. I did not hear back from XXXX or his team all week until about Friday morning XX/XX/2020 when XXXX said the appraiser would have his report turned in by that evening. This would allow us to close on the XXXX. Monday morning, XX/XX/XXXX, I receive a call from my agent saying there has been no confirmation that the appraiser ever scheduled to appear on Friday. I call and email XXXX only to find out he is on " vacation '' until XX/XX/XXXX ... the day after we are due to close. I start proceeding to fix this issue with XXXX and XXXX who do not reply to over a dozen voicemails and emails from myself or my agent until Tuesday XX/XX/XXXX ... less than 24 hours when we are supposed to close. XXXX and XXXX offer no timeline, no status updates, etc. Only that " they are working on it. '' I was not told that the closing date would change until the evening of XX/XX/XXXX ... 12 hours before we were supposed to close. Now, my family is homeless. My wife and son sleep in a basement while I sleep on a floor or couch as we are told of more delays by USAA and the appraiser because " they technically have X amount of days to complete this document or that document ''. We have no idea where the process is or whether or not we will actually be able to close on the home if we are forced to extend with the sellers again. USAA never secured a COE USAA never ordered the appraisal USAA never offered to house my family despite their fault of rendering us homeless USAA never said " We are sorry '' USAA has not updated me on the current status unless I reach out to them first. USAA is not taking my mortgage seriously USAA is endangering my family 's welfare while allowing people to take vacations and days off after knowingly failing to uphold their end of the contract.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: MO
Zip: 64068
Submitted Via: Web
Date Sent: 2020-07-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-16
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/XXXX 2020- An unauthorized transaction of {$1000.00} was removed out of my account. My email was compromised. I've been a victim of identity theft. My email was logged in with different IP Addresses. I submitted a police report the day of the activity. USAA denied my fraud claim when providing evidence of fraudulent activities to my account .... The Fraud Department failed to provide me with any paperwork of any sort stating my claim was denied. I was told by the bank I can't appeal their decision.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22554
Submitted Via: Web
Date Sent: 2020-07-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-15
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: WHILE ON XXXX XXXX IN XXXX, MY EX WIFE FILED A FRAUDULENT POWER OF ATTORNEY WITH USAA. NOT UNTILL IN XXXX DID USAA DISCLOSE THE EXISTENCE OF THE POWER OF ATTORNEY WITH USAA. ALTHOUGH SHE WAS MY WIFE, MY WIFE FILED THE FRAUDULENT LEGAL INSTRUMENT TO OBTAIN USAGE OF THE CREDIT CARD WITHOUT MY CONSENT. USAA PROVIDED THE FRADULENT POWER OF ATTORNEY TO MYSELF AND AS OF MY LAST CREDIT CHECK, I DISCOVERED USAA LISTED THE DEBT AS A NEW ENTRY LAST MONTH. THE STATE OF CONNECTICUT HAS ALREADY FOUND THAT MY EXWIFE HAD ALREADY ENGAGED IN ACTS OF FRAUD REGARDNING SIMILIAR SUBMISSION TO STATE AGENCIES AND FINANCIAL ENTITIES.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-15
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: I told the bank usaa that I was under some kind of credit card fraud and that someone stole my secure card and whole wallet which had all my important information in it and kept charging it and getting new cards to the point I owed {$2100.00}. I tried to exactly to them that it was fraud and I want it removed they did nothing. So I refused to pay and now they charged the account off some time around XX/XX/XXXX and sent it to XXXX collection agency and they have been harrasing me calling for funds that I don't believe I have to pay and my credit score took a massive dive because of this. I would like too have this removed. I'm working to work something out at this point ... .just to have it off my report.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 314XX
Submitted Via: Web
Date Sent: 2020-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-14
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: I got a collection letter, did not know why. checked to find I was a victim of I.D . theft I filed a report.with F.T.C. and local police.Sent all to C.R.A. and usaa savings bank. the information was removed from my report. Then it showed back up on my report. I tried to get it fixed, but was denied due to it already investigated. after some time I was told by XXXX Fraud department that usaa reported to them that they had proof that I opened the account. Account Info Hover over labels for more details Account number XXXX Account status Closed Date opened XX/XX/2016 Account type Credit Card - Revolving Terms
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92262
Submitted Via: Web
Date Sent: 2020-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I worked with XXXX and XXXX with USAA to get a 30 year fixed rate mortgage. They were able to walk me through the process, but at the end charged me an additional {$760.00} to waive escrow even though I had conversations with both XXXX and XXXX both via email and phone that I did not wish to waive escrow upon finding that there was a fee to waive escrow. I was assured it would be taken care of by closing day, but it never was. On closing day they said they could " try '' to help me, but in doing so they would further delay the process, which could cost me the loan and I'd have to restart the entire process. They claim that I never told them anything about this, but I have a call recording from XX/XX/XXXX and an email from XX/XX/XXXX showing that I clearly did not wish to waive these fees. I was also pushed into further debt by the recommendations from XXXX telling me that there was no way they could possibly close by XX/XX/XXXX and that I should secure another month in my rental home in Georgia as to not become homeless. I was then told by XXXX on a later date that I must move into the house on XX/XX/XXXX to secure the loan, putting me out by {$1300.00}. My third complaint, which I was advised by my Agent is that they never told me how much closing costs were going to be. I called and left many voicemails and sent numerous emails and they kept stating they would let me know closer to time, but even as I sat at the closing table, I had not received any final word from USAA to tell me how much I needed for a downpayment, and I'm told that they must legally do so within 3 days of closing. While this didn't necessarily hurt me, there are many people that this would have caused significant hardships to - especially if the final price was higher than the estimated price. Additional documentation and phones calls can be produced as needed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 801XX
Submitted Via: Web
Date Sent: 2020-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-13
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2020 I deposited a payroll check into my USAA checking account in the amount of {$860.00}. The bank placed a seven day hold on my funds listed multiple reasons ranging from the mobile deposit system doesn't recognize the check, to there was suspected fraud on my account. I contacted the bank multiple times attempting to have the hold removed and was unsuccessful. I spoke to over a dozen different representatives and managers and was hung up several times. The bank is legally obligated to release a payroll deposit within two business days after the deposit up to {$5000.00}. This along with my account being placed in fraud prevention is a violation of my right to privacy and the banks authority to operate under FINRA regulations.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22030
Submitted Via: Web
Date Sent: 2020-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-13
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: I received a phone call from USAA collection representative discussing an overdrafted checking account at the beginning of XXXX. I informed the representative that due to covid-19 affecting our household, I would be delayed in handling this matter ; but would have the account balance in the positive prior to XX/XX/XXXX when the account would be charged off. On XX/XX/XXXX, {$100.00} was transferred to the checking account ; bringing it to a positive balance - fulfilling my obligation to not have the account closed on XX/XX/XXXX. Stop payment orders were also requested for future attempts of these charges - as I had corrected the billing information with those companies. On the morning of XX/XX/XXXX, the checking account showed a positive balance of {$0.00}, another attempt for the same charge ( which a stop payment order of future charges was already requested ) was processed at the end of the day, overdrafting the account in a separate incident. I was not notified of this, no attempt was made to recontact me via phone per the notes on the account written by the previous representative. On XX/XX/XXXX, I received a notice dated XX/XX/XXXX, which stated my checking account had been closed. USAA policy is that an account in an overdrafted or negative status for 41 days will be charged off. As my account was positive the morning of XX/XX/XXXX, when the account was closed on XX/XX/XXXX, only 7 days had passed. After filing a complaint with the XXXX, USAA purposely triggered the 6 day Answered Assumed timer on XX/XX/XXXX. They waited until XX/XX/XXXX to contact me to inform me they would take no action on this matter and make no attempt to resolve. I have not had access to the checking account to be able to verify any of the information they gave me and the corresponding account which triggered the NSF fee does not show an attempted payment on the day they sited. I had done my due diligence and had corrected the billing issue with XXXX XXXX, I had corrected the negative balance, to all objective observers agreement, to the exact specification that all available information told me - including the USAA representative who initiated the conversation on XX/XX/XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19131
Submitted Via: Web
Date Sent: 2020-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-12
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: USAA recently discharged an auto loan I took out in 2016, despite my many attempts to pay it off, after missing a few payments while dealing with the financial and physical issues of my recent illness. Despite willing to pay the loan off in full, USAA refused to stop the discharge of the loan or work with me in any way despite my requests and the recent legislation passed due to the current COVID-19 pandemic. Additionally, USAA violated TILA in regards to this auto loan.For a whole year USAA, failed to provide me with any billing statements, information associated with the loan and for several months even refused to accept payments unless they were made from an internal account. This of course was not possible as USAA closed my internal accounts, which caused a 0.5 % increase in my APR as auto pay from a USAA account was a condition of receiving the lower APR. Along with shutting down all my internal accounts due to their repeated failure to resolve a single issue of identity theft, USAA continually stated they would forward me all related loan documents, bills and legers. As a result the vehicle was placed into repossession Immediately after being placed in reposession USAA accepted payment for the total amount due and reversed all fees and penalties caused by their actions. USAA violated the FCRA, by refusing to remove the late payments from my credit report despite many requests. To date USAA still attempts to send me all my consumer lending documents online which they restricted my access to years ago. With the exception of finally starting to send me my consumer lending statement which states the monthly amount due. This statement fails to provide crucial loan information, such as a payment ledger, total amount remaining etc. USAA, has also been discriminatory by not making all services and data related to my auto loan available to me as it does other members. I am unable to access any of the loan information online, retrieve any documents submitted, set up or make electronic payments or auto drafts online. In fact, I have to personally call in every month to pay this auto loan. In short USAA has made a habit of violating TILA, FCRA, has failed to provide a 1099C relating to this charge off, or work with me to make any attempts to salvage the loan. All while having damaged my credit years, reporting this loan as late and repossed, which prevented me from seeking alternative financing elsewhere and escaping their deceptive, discriminatory and illegal lending practices.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A