Date Received: 2020-04-02
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: Complaint regarding USAA FSB unfair acts and practices. The USAA did not conduct a reasonable investigation of my credit card dispute v. XXXX regarding a charge of {$110.00}. I was notified that I did not provide the requested supporting documentation. No specifics were given. I disagree. I attempted to upload and uploaded the supporting documentation through the USAA website and App. Based on that documentation the USAA should have concluded that XXXX unfairly cancelled my tickets without my consent. I contacted USAAs Director and CEO XXXX XXXX but have not received a response. The USAA continues to engage in unfair acts and practices in my case. They should provide full, clear and unambiguous description of their investigative efforts. In early XXXX the USAA was ordered by CFPB to pay {$15.00} XXXX in fines and restitution for unfair acts and practices.The CFPB determined that USAA FSB failed to stop preauthorized electronic fund transfers and denied customers a reasonable error resolution investigation. The USAA is poorly run. The quality of its services has precipitously deteriorated. My dispute regarding XXXX should have been resolved in my favor based on the documentation I provided. I request the Board of Directors investigation of unfair acts and practices in this case. No response was received. It is also no longer possible to communicate with USAA via messaging regarding banking matters. The messages are limited to Investments, Insurance and comments about its website. The USAA customer care is in severe decline. It is no longer possible to file grievances and communicate with the Board Members via messages. These practices are unacceptable. I no longer have my auto insurance with USAA because the USAA rates are unreasonably outrageously high. I am a XXXX member of the XXXX XXXX XXXX. I should receive the best treatment possible from the USAA. Thank you for your anticipated help. Very respectfully, XXXX XXXX, XXXX, XXXX ( XXXX. XX/XX/XXXX.
Company Response:
State: FL
Zip: 33771
Submitted Via: Web
Date Sent: 2020-04-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-02
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: See attatched statement of XX/XX/XXXX OTHER CREDITS {$2.00}, XXXX. ( - ) subtract merchants credits of {$910.00}. LEAVES {$1.00}, XXXX FRAUD CREDITS NEVER RESOLVED?? WHY?? See attatched XX/XX/XXXX FRAUD CLAIM DATE XX/XX/XXXX ( USAA DID NOT COMPLETE THIS INVESTIGATION FOR 9 MONTHS. ) UNAUTHORIZED TRANSACTIONS OF {$470.00} And this iIS THE * ONLY COMPLETED INVESTIGATION RESULTS USAA NOTIFIED ME ABOUT. WHY?? What was the RESULT of ALL THESE BEGINNING FRAUD INVESTIGATIONS CREDITS USAA BEGAN XX/XX/XXXX. TOTAL {$1.00}, XXXX?? USAA DOES NOT INVESTIGATE FRAUD.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-04-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-01
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: Please delete these accounts off my credit report XXXX. I have submitted disputes. These accounts are more than 7 years old. I received 1099_C for these debts and now have a tax bill for these debts. 1. USAA FEDERAL SAVINGS B {$5000.00} Paid, closed 68 charge-offs 2. USAA FEDERAL SAVINGS B {$0.00} Paid, closed 22 charge-offs 3. USAA FEDERAL SAVINGS B {$0.00} Paid, closed Exceptional payment history 4. USAA FEDERAL SAVINGS B {$0.00} Paid, closed Exceptional payment history 5. USAA FEDERAL SAVINGS B {$26000.00} Paid, closed 71 charge-offs
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75219
Submitted Via: Web
Date Sent: 2020-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-01
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I have called you guys back and left a voicemail since you guys been trying to called me and yes i did left you guys a voicemail, and i'm not sure why This credit card company isn't calling me back anymore when i'm trying to reach out to you guys ... ... and now they are re charging these frad transaction back to my account and when it clearly stated that we as a customer shouldn't be responsible for these transaction but usaa aren't doing their job!! USAA needs to keep their word and do a better job, who ever handling this situation isn't doing a good job. nobody should bank with this company if they are acting like this ...
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89122
Submitted Via: Web
Date Sent: 2020-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-31
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 Reverses Merchants Credits Leaving Consumers with Fraud Claiming them to be USAA credits See attatched statement PERMANET MERCHANT CREDITS POSTED. {$28.00}, {$47.00}, {$34.00}, {$21.00}. on XXXX & NEW PURCHASES POSTED. IN THE SAME AMOUNT {$28.00} {$47.00} {$34.00} {$21.00} on XXXX.???? WHY DOES USAA GET TO REVERSE WHAT MERCHANTS CREDITED? Why does usaa claim credits they did not give? WHY DOES USAA GET TO USE TEMPORARY CREDITS NOT YET MADE PERMANET TO POST A PERMANET NEW PURCHASE?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX XXXX, XXXX ( XXXX ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Florida XXXX ( m ) XXXX ( e ) XXXX USAA Headquarters XXXX XXXX XXXX XXXX XXXX, Texas XXXX Dear USAA : This document of record is a formal complaint concerning an existing 30-Year Conventional Fixed-Rate Loan # XXXX for the single family home at address XXXX XXXX XXXX XXXX XXXX XXXX ; XXXX, Florida XXXX. Two complaints are described in this document concerning the said loan. The first complaint concerns monthly mortgage payment at the time of closing, which is supported by an escrow account. The second complaint concerns recent customer service received during the refinancing of the said loan. First complaint : Dates back to loan origination date XX/XX/XXXX. At closing, mortgage documents signed by both parties listed the monthly mortgage loan amount at {$2100.00} per month. In XX/XX/XXXX, the monthly mortgage loan amount increased to {$3000.00} per month. Details were not disclosed at closing that a drastic increase of this nature could and would occur. How could this occur with a fixed-rate? I thought the consumer was protected from such drastic increases with a fixed-rate loan. I never signed-up for a {$3000.00} per monthly mortgage statement. How could USAA allow me to enter into a loan agreement that would jump ~ {$800.00} in one month without prior disclosure? The monthly mortgage loan increase occurred in XX/XX/XXXX, ~ 17 months following loan origination. From XX/XX/XXXX XX/XX/XXXX, a monthly mortgage of {$2100.00} was paid in good faith. XXXX XXXX was contacted for explanation in XX/XX/XXXX, for what I assumed was a one-time mortgage error that would self-correct in XX/XX/XXXX. To my disbelief, XXXX informed me that my XXXX mortgage payments would indeed be {$3000.00} per month. Explanation provided by XXXX was that the escrow property tax calculations were under-estimated in previous year ( s ). I contacted the XXXX County Tax Collector office it was revealed that the owner address on file was still the builders address, that it was listed as a VA loan, and that initial property tax appraisal was assessed on the property lot not the completed build. I validated this explanation with XXXX as well. It was also stated that due to the new appraisal, which included the value of the property proper, the escrow was in the rears for property taxes to include the estimated property tax for XXXX. If you unpack this, the escrow account was malnourished for months due to no fault of my own and the original monthly loan amount at closing was also under-estimated due to a sloppy appraisal. It appears that an under-estimated appraisal occurred to make the property a more attractive sale. Various phone discussions with XXXX XXXX Associates strongly supports this assumption, which is an unscrupulous business practice. I am suspended in disbelief that an estimated appraisal valuation was not conducted to support the escrow account. At the time of closing, the neighborhood was ripe with property comparables that could have provided a tax estimation to support a factual monthly mortgage payment and escrow requirement. There were similar design builds adjacent to my property, that were already well-occupied, that offered such opportunity. In addition, the house was move-in ready well before closing to support a holistic appraisal to derive an estimated appraisal valuation to support the escrow account. Should disclosure not be offered at closing, that the monthly mortgage at signing is far below the actual mortgage in next years, due to a huge property tax under-estimation? Needless to say, I am quite frustrated and disappointed as I expected a much higher level of service from USAA and better consumer protection as a 20+ year loyal USAA member. Second complaint : Dates back to XX/XX/XXXX, which stamps the period I commenced to refinance the now {$3000.00} per month mortgage loan due to the drastic change increase after paying {$2100.00} the previous ~ 17 months. I was recently denied USAA Mortgage Loan refinancing because my debt-to-income ratio was said to be too high. What was not taken into account was that in XX/XX/XXXX, 3-months before my 20-year XXXX service retirement I suffered major property damages to my home insured by USAA. Deeper assessment of my existing file or portfolio would reveal my debt-to-income ratio shot up post-Hurricane Irma as the cost of repairs was not fully covered by my USAA flood policy. There was many out-of-pocket expenses incurred as a result of the huge delta between flood policy insurance pay-out and actual rehab costs to restore the property to pre-conditions. The delta accelerated my debt-to-income ratio and I am now on the tail-end of recovery supported by my retirement annuity and post-XXXX career. As stated, the refinance time-line with USAA began in early-XXXX and concluded with a denial in late-XXXX XXXX ; almost 2-months of refinance processing only to return a refinance denial. The only reason I am refinancing the home to begin with is because of the issues described in the First Complaint. The denial is of course dis-pleasurable and to add to this fact was the poor service I received during the refinance period. The Mortgage Specialist assigned to the refinance was not timely in responses, and repeatedly asked for duplicative documentation already provided. When I addressed the issue with the Mortgage Specialists Supervisor the issue was heard but not corrected. I would not hear from the Mortgage Specialist via email or phone for week ( s ) at a time, even after sending multiple requests for status updates via phone and email due to long pauses in correspondence. When I did hear from the Mortgage Specialist, the subject of the correspondence was additional requests for information. Ive made numerous professional complaints about the quality of service during the refinance period that are well documented by USAA. Ive been with USAA for over 20+ years and I can attest this is my most sub-par customer service experience with USAA . I believe there was a 1-month gap between phone conversations with my Mortgage Specialist ( which I find very impersonal ). The last phone conversation initiated by the Mortgage Specialist, following a very long pause in both verbal and email communication, was to disclose that USAA denied my refinance. It took ~ 2-months to derive to the decision and I missed many other opportunities with other mortgage lenders and now the declining rates have risen to-date. This is truthfully disheartening to say the least. Summary & Request : I have been a loyal customer with USAA for over 20+ years. I entered into mortgage loan agreement in good faith with a disclosure that the monthly mortgage would be ~ {$2100.00}, discounting gradual increases in property taxes and insurance. The jump to {$3000.00} per month or any drastic amount was not disclosed at the time of signing nor during the duration of the escrow monthly escrow payments. The increase in monthly mortgage and denial of refinance makes me unattractive to other mortgage lenders and I feel black-balled from refinancing opportunities. USAA has access to documentation that depicts the surge in my debt-to-income ratio resulting from Hurricane Irma. USAA also has access to documentation that depicts my responsible credit history, which was required to maintain XXXX XXXX ( XXXX ) / XXXX XXXX XXXX ( XXXX ) XXXX XXXX while on XXXX XXXX and is required now for my current XXXX XXXX XXXX position. The established 20+ year good faith relationship should have warranted a more in-depth assessment of my refinance application. Documents provided illustrated I have consistent streams of monthly income post-XXXX service that supports refinance approval. The logic that my debt-to-income ratio is too high to refinance my mortgage from the current amount {$3000.00} to {$2100.00} per month at the USAA offered interest rate of 3.75 % remains puzzling, especially since the No-Cash out refinance requested will reduce the risk of default. I am requesting the following action from USAA : USAA re-offer the initial locked in refinance rate of 3.75 % and approve the refinance USAA provide a formal acknowledgement that there were fundamental missteps at closing that resulted in a misrepresentation of the actual monthly mortgage USAA address my concerns broadly and enacts stronger consumer protections to preclude further incidents of this nature at closing It is my solemn truth that I would not have entered a mortgage agreement, six months post-retirement, if I was provided prior knowledge that my mortgage at closing would deviate drastically from {$2100.00} per month, excluding gradual increases in property taxes and insurance. What I and my family have experienced over the last 4+ months as a result of 30-Year Conventional Loan # XXXX is beyond disappointing and were are in a continuum of disbelief. My wife consistently reiterates my comments from XXXX that our mortgage loan must be with USAA ; she and I are both regretting the decision. I urge USAA to make good on its slogan At USAA, serving the military community is our mission. Sincerely, XXXX XXXX XXXX XXXX ( XXXX ), XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33607
Submitted Via: Web
Date Sent: 2020-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-31
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I have filed a previous complaint against XXXX and the creditor for defamation. i provided both agencies with pertinent information to validate my claim and my wish of having this erroneous and negative information from my credit report. I am in the process of buying a house and can not move forward without resolving this issue. I have attached the credit reports that highlights the inaccuracies for your review. Also, if you are not able to complete the investigation with results, I am wondering what the purpose of the CFPB? Why file a complaint if nothing can be done.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 752XX
Submitted Via: Web
Date Sent: 2020-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-31
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: I JUST LEARNED USAA DID NOT NOTIFY ME A CARD END XXXX I REPORTED FRAUD XX/XX/XXXX {$470.00} NEVER EXSISTED ( **FOR TWO YEARS USAA TAUNTED ME TRYING TO RESOLVE** )?? HOW DID I REPORT THE FRAUD? see lette XX/XX/XXXX XX/XX/XXXX FRAUD CLAIM DATE {$470.00} USAA DID NOT INVESTIGATE FRAUD I REPORTED. The investigation did not Complete until XX/XX/XXXX with UNAUTHORIZED TRANSACTIONS CONFIRMED XX/XX/XXXX USAA Collections Rep XXXX ID # XXXX CONFIRMED CREDITCARD END XXXX NEVER EXSISTED.??? BUT I AM DELINQUENT AND USAA CLOSED CURRENT ACCOUNT REPORTING DELINQUENT. I was denied credit due to this with XXXX XXXX ( documentation upon request ) AND XXXX NEVER EXSISTED?? THIS IS MY BALANCE THAT USAA CLAIMS IS DELINQUENT ON ANOTHER ACCOUNT THEY OPENED. CARD XXXX. DISAPPEARED WITH MY CREDITS.?? see attatched Transactions of fraud XX/XX/XXXX THE BALANCE {$470.00} LEFT AFTER MERCHANTS CREDITED. WAS WHAT I REPORTED CLEARLY ON CARD XXXX see attatched Transactions XX/XX/XXXX XX/XX/XXXX transactions ARE USSAs DISPUTES USAA REPORTED WHEN USAA DISMISSED MY FRAUD I REPORTED USAA TURNED INTO DISPUTES see Adjustment Purchases temp credits to begin investigation of these transactions XX/XX/XXXX. AND NEW PURCHASES XXXX OF THESE UNAUTHORIZED TRANSACTIONS* NOT IN MY FAVOR Adding additional {$470.00} see USAA response CFPB XX/XX/XXXX XXXX Mrs XXXX CONFIRMS USAA REVIEWED AND HELD ME LIABLE. Per USAA rep XXXX He sees credits need be made permanet BUT HE CAN DO NOTHING BECAUSE THIS WAS CLOSED CHARGED OFF AS DELINQUENT?? USAA Rep ID XXXX XXXX Collections Collects on ID THEFT?? AND INFORMS ME THIS ACCOUNT NEVER EXSISTED BUT I AM IN COLLECTIONS TO PAY CARD END XXXX???
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-31
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I have filed complaints with XXXX and other credit reporting agencies regarding two OLD accounts with USAA Savings Bank regarding ongoing delinquent reporting that brings my credit score down every month. USAA Savings Bank continues to report late payments on these two accounts that were closed in XXXX - five years ago. The joint accounts with my ex husband were charged up by him during our divorce in XXXX, then he filed Chapter XXXX bankruptcy, discharged on XX/XX/XXXX. USAA Savings Bank then discharged the debt, but continues to report late payments on my account each and every month. There is NO balance, there are NO payments due ...
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33764
Submitted Via: Web
Date Sent: 2020-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-31
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: USAA statements hide ALL CREDITS INTERNALLY SO I CAN NOT UNDERSTAND THEM WHEN I CAN NOT VIEW THEM I DO NOT UNDERSTAND HOW 1 ) Temporary Credits are DEDUCTED the Same Day they are CREDITED?? How does this work? 2 ) Why do Temporary Credits ( not made permanet yet ) TURN INTO NEW PURCHASES?? ( +1 ) credit + ( -1 ) credit = ZERO CREDITS AS IN NONE.How does USAA USE TEMPORARY CREDITS TO CREATE NEW PERMANET PURCHASES? How does ZERO NONE CREDITS BECOME A NEW PURCHASE?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A