Date Received: 2020-06-23
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I applied for a mortgage with USAA and was approved twice. As needed I paid for Inspections, Appraisals, and waited for the closing. Days for the closing I could not reach anyone for the closing documents. After calling a manager I was told I did not qualify for the loan. After months of looking for a home and money send that was that. As a XXXX veteran, I feel mistreated by USAA and its management.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 31210
Submitted Via: Web
Date Sent: 2020-06-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-23
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: I have filed a dispute in regards to the incorrect items on my credit report. Information is inaccurate on report
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28212
Submitted Via: Web
Date Sent: 2020-06-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-22
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: on XX/XX/2019 my cell phone was misplaced. Two and a half months later I found it. I contacted my carrier and told them that I found another carrier ( cost was 1/3 of XXXX ) and wanted to switch. They immediately locked my phone and refused to free it for several months. I finally gave up and paid the ransom of {$140.00}, then switched to XXXX XXXX and received a new phone and phone number. I called the bank ( USAA which claim to cater to service members and vets ) and gave them my new number and told her that they could send the code to that new phone number. She replied that oh no they could not do that. Only to the number on record. As long as I had been a customer at USAA I was also unable to receive emails from them even though they had my correct address. So I was still not able to receive, thus respond with any codes thus not able to access MY account. I filed a complaint with the XXXX which went nowhere. After not accepting their responses which basically changed nothing, the XXXX said that they had responded to my complaint, so case closed. Meanwhile, it has been almost ten months and I stilll can not see my data. What would you do if your bank suddenly allowed you no access to you account activity or account balance?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 47150
Submitted Via: Web
Date Sent: 2020-06-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-22
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: NO USAA PERMANET FRAUD CREDITS PROVIDED. see Review XX/XX/XXXX. USAA fraud department decided it was not fraud. See attatched XX/XX/XXXX Statement. XX/XX/XXXX XXXX credited {$200.00} & XX/XX/XXXX XXXX credited {$280.00}. See TOTAL PAYMENTS CREDITS THIS PERIOD {$910.00}. NO USAA CREDITS. ALL MERCHANTS CREDITS. Kindly Note, XX/XX/XXXX SECURITY ADJUSTMENT ( OF ) ** A USAA REVERSAL OF CREDIT. {$120.00}?? {$210.00}?? card XXXX. These MERCHANTS CREDITS WERE CREDITED XX/XX/XXXX. These are NOT USAA CREDITS. card XXXX XX/XX/XXXX {$110.00} usaa reversal of credit SECURITY ADJUSTMENT ( OF ) This was paid by XXXX XX/XX/XXXX. See XX/XX/XXXX {$200.00} & {$280.00}. SECURITY ADJUSTMENT ( OF ) usaa reversal of credit This was just paid by XXXX XX/XX/XXXX of same month?? Again USAA PROVIDED NO CREDIT NO FRAUD ON ACCOUNT. USAA REVERSES MERCHANTS CREDITS. IF NO FRAUD & NO CREDITS WHY DOES USAA GET TO TAKE MERCHANTS CREDITS LEAVING ME WITH FRAUD??
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-22
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/2020 I began the application process through USAA. On that date I was charged {$520.00} for the VA appraisal which I was told needed to be charged immediately to ensure it was completed on time. However, the appraisal was not ordered for 1 week after I paid for it. It was ordered on XX/XX/2020. This could delay our 45 day closing on XX/XX/XXXX due to USAA delaying the ordering process. On XX/XX/XXXX, all requested documentation was uploaded except for a VA escape clause or proof of liquidation of 401k assets. Myself and my realtor contacted USAA to clarify when they would be sending the clause and also to reinstate to them that I would not be using any tax-deferred assets, and that the funds would be coming from a taxable brokerage account. We received no response to these inquiries even after filing a XXXX complaint. On XX/XX/2020 we received a request for additional documentation that stated it must be submitted no later than 24 hours. We submitted everything by XXXX EST on XX/XX/XXXX. The documents were not reviewed until XX/XX/XXXX. At that time the processor called me for clarification on my wife 's employment. The processor notified me that my wife 's full time employment was removed from our application and her part time employer was added, which essentially cut our perceived income by 50 % Additional documents including 4 pay statements and 2 years of W2 forms were provided to correct this issue created by USAA. On XX/XX/XXXX we received a notice from USAA stating that if all documentation was not provided by XX/XX/XXXX they would not be able to assist us with a mortgage. The requested documents included the VA escape clause which had not yet been provided and proof of liquidation of 401k assets. At this time I informed USAA for a 3rd time that we had not received the escape clause from them as well as that I never mentioned liquidating retirement assets for the closing costs and would not be doing so. My realtor had also requested the when the appraisal was ordered and when it would be received and she was provided two different answers from the processor and loan officer. At this time my realtor was told to no longer contact the loan officer and that we would no longer have communication with the loan officer. We were able to confirm that the appraisal was ordered one week after it was paid for but without an explanation. On XX/XX/XXXX I also filed the complaint with the XXXX to receive additional assistance from USAA. On XX/XX/XXXX I was notified that there was " oversight '' on the hours I work with my employer on the documentation I had provided. I have not received any clarification as to what that oversight was. They stated that they would no longer need to verify my employment. I have not received clarification on why a verification would not be required and also asked when we would receive the appraisal. The processor also stated that I signed a VA escape clause and my wife had not, but I had not signed any documentation that my wife has not also signed. On XX/XX/XXXX I was notified that the appraisal was received by USAA and on XX/XX/XXXX. We also received a document request asking us to sign to waive our right to see the appraisal. This request being sent 18 days prior to our closing date alarmed us greatly. We immediately requested an explanation why they would want us to waive our right to see the appraisal and the processor and USAA XXXX investigator both said this is an automated request. I was also told that the processor 's manager attempted to call me and left a message to explain the issues that we have been having on XX/XX/XXXX, however I had no missed calls or voicemails from the manager. I attempted to call the manager to clarify this and left a voicemail. I have received no response. At this point USAA has had the appraisal for 4 days however has not provided it to us after it was ordered late. There has been no explanation as to why they are continuing to ask for liquidation of 401k assets. There has been no explanation of the VA escape clause and when they would provide it to us, as it needs to be signed by both us and the seller. There was no explanation for the late ordering of the appraisal. As of today the processor is still attempting to do employment checks for my wife however failed to mention that she is also doing a salary verification that requires additional access prior to being released to a 3rd party, which has caused additional delays by 4 days. On XX/XX/XXXX the processor stated we would be sent the appraisal no later than XX/XX/XXXX. After a phone call today my wife was informed that would no longer be the case and they would not be give a new time but stated the review process can take an additional 1-2 weeks.
Company Response: Company believes complaint is the result of an isolated error
State: OH
Zip: 452XX
Submitted Via: Web
Date Sent: 2020-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-22
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: USAA STEAL MERCHANTS CREDITS. I reported {$470.00} FRAUD XX/XX/2018 AND NEVER RECIEVED USAA FRAUD CREDITS. USAA CONFIRMS NO FRAUD ON THIS ACCOUNT. See attatched No Fraudulent Activity Found After Review of Your Claim XX/XX/XXXX, XXXX see attatched Statement XX/XX/18 my payment {$77.00} & {$28.00} {$47.00} {$34.00} {$21.00} {$75.00} {$170.00} MERCHANTS CREDITS POSTED. Kindly Note ( * TOTAL PAYMENTS AND CREDITS FOR THIS PERIOD {$450.00}. * ) Kindly Note ALL usaa SECURITY ADJUSTMENT ( OF ) 's usaa Reversals of Merchants Credits. Kindly Note statement New Purchases {$680.00} usaa REVERSED ALL MERCHANTS CREDITS POSTING THEM AS NEW PURCHASES. USAA PROVIDES NO PERMANET FRAUD CREDITS REVERSES MERCHANTS CREDITS LEAVING ME WITH FRAUD THAT THE METCHANTS PAID.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-22
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: see CFPB XXXX XXXX XX/XX/XXXX & XXXX XX/XX/XXXX CFPB RESPONSES USAA DISMISSED COMPLAINTS ( ** Two Fraudulent Credits Cards Opened in my name. ) Using my USAA PROFILE. USAA DENIES IN CFPB RESPONSES. See attatched 1099-C CANCELLATION OF DEBT Account MC XXXX XX/XX/XXXX. THIS IS THE ONE AND ONLY CREDIT CARD I HAVE OPENED WITH USAA. SEE attatched USAA XX/XX/XXXX Confirmation Settlement card XXXX XX/XX/XXXX. Kindly Note the VERY NEXT MONTH XX/XX/XXXX AFTER THIS WAS SUPPOSED TO CLOSE TWO NEW CARDS OPENED A MC END XXXX & A VISA END XXXX. USAA used my private data in my profile from this account to OPEN TWO FRAUDULENT CREDIT CARD ACCOUNTS IN MY NAME. see Attatched Statement ( MC end XXXX {$100.00} ) THIS WAS OPENED WITHOUT ANY VERIFICATION IT WAS ME. NO SIGNATURE NO DRS LICENSE NO AUTHORIZATION OR APPLICATION FROM ME. see attatched XX/XX/XXXX CREDIT CARD FRAUD CLAIM {$470.00} DATE XX/XX/XXXX card VISA end XXXX. I DID NOT APPLY SIGN FOR OR AUTHORIZE THIS ( VISA CARD ENDING XXXX ) EITHER. TWO OPENED BY USAA FRAUDULENTLY using my private profile data. USAA DENIES ANY FRAUDULENT ACTIVITY. NO USAA PERMANET CREDITS WERE PROVIDED. USAA REVERSED {$3000.00} of Merchants Credits USAA never provided.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-21
Issue: Fraud or scam
Subissue:
Consumer Complaint: I have been victim of an online rental scam. I was wondering if you can please assist in accessing the information including finding out the tracing the funds between XXXX and USAA to identifying owner of the XXXX number, I called XXXX and USAA refused to get involved without an official police report. Both banks have full details of the transaction, but would not act on it without a police report / local law enforcement involvement. Police precinct # XXXX in XXXX refused to take a civil case. Can you please help trace the funds at USAA so I can recuperate the money back? I can provide transaction details. XXXX XXXX claims department is XXXX. I was interested in an apartment ( XXXX XXXX XXXX XXXX XXXX XXXX, NY XXXX ) on XXXX in XXXX, XXXX XXXX XXXX with a XX/XX/2020 start date. I reached out to the owner ( XXXX XXXX XXXX ) via XXXX XXXX XXXX. Due to covid, the owner introduced himself and said he is unable to show the apartment in person. He mentioned he is currently in California and is renting out the place in XXXX. Due to covid, most sellers have been reluctant to show the apartment in person, so I can understand why. After several phone conversations ( XXXX - a XXXX number ), he said that I can see the apartment once I put down the security deposit of {$900.00}, which was refundable if I do not like the apartment. I spoke to the owner on the phone asking detailed questions about the property. I went to see the outside of the property to make sure the description matches his listing. He had promised that as soon as I sent the payment, he would send the key via XXXX overnight. In order to secure the apartment, on XX/XX/2020, I ultimately paid the {$900.00} via XXXX at XXXX. He noted that this was his late wife 's account. I had requested a tracking number, picture of contents of the envelope, and a photo ID. It's been over 24 hours. He has not provided any of these items. I asked him to return the deposit, but he disappeared. On XX/XX/2020, I told both XXXX and USAA that it's a scam and hold the funds immediately, but they did nothing. They also refused to provide any information on the transaction. Under XXXX, there is no ability to reverse the transaction.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 10001
Submitted Via: Web
Date Sent: 2020-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-19
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Two years ago on my USAA account not only was my checking account I had theough them fraudlantly used but so was my credit card. There was suddenly a {$5000.00} payment from an unknown source to my account which they USAA originally credited to my account. When I questioned it and what was going on it suddenly became my responsibility as they couldnt figure it out or give me a straight answer about it. My account was closed by USAA and I was not informed therefore had no way of paying anything on my account. Finally paid off the balance minus the XXXX and kindly told them I was not paying what was not my responsibility and what I did not agree to. It has been going on for two years and now they have flagged my account as not paid for over thirty days. I have no account through them anymore and no way to pay either as I have no access to my mobile banking which is a direct pay. They closed it off to where I could no longer pay. Then they are charging fees to the balance of which is not mine. I will not be paying and do not appreciate this going against my credit as it is not my fault and they have not solved the issue for over two years. I will not pay any extra fees either. I have discussed this with them and they have done nothing but say the same old story that they cant figure it out so its my responsibility. When they are the ones that allowed it to happen to my account. Its fraud on their part.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NM
Zip: 882XX
Submitted Via: Web
Date Sent: 2020-06-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-19
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: My conplaint is ** USAA 's FALSE CREDIT DOCUMENTATION. ** see CFPB USAA Response XX/XX/XXXX XXXX-XXXX & XXXX-XXXX.USAA Confirms ** ( " You reported fraud XX/XX/XXXX {$470.00} plus XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX {$180.00} XXXX TOTAL {$890.00} '' ) see attached XX/XX/XXXX CREDIT CARD FRAUD CLAIM {$470.00} UNAUTHORIZED TRANSACTIONS. see attatched XX/XX/XXXX REVIEW OF YOUR CLAIM IS COMPLETE USAA Confirms ( **10 TEN DAYS LATER *No Fraudulent Activity Found After Review Your Claim. ** )?? Ten days eariler USAA CONFIRMED TO AUTHORITIES CFPB FRAUD {$890.00} was REPORTED. USAA charged off this account DESTROYING MY CREDIT FALSELY. I discovered THIS ACCOUNT WAS OPENED FRAUDULENTLY WITHOUT VERIFICATION MY ACCOUNT.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-06-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A