Date Received: 2020-01-30
Issue: Problems at the end of the loan or lease
Subissue: Problem with paying off the loan
Consumer Complaint: We had XXXX XXXX financed with USAA and insured by USAA. Car was totaled XX/XX/XXXX ( as it happens, by another USAA member ). Notifed ins co XXXX. Notified bank XX/XX/XXXX. Ins claim dragged on through inept behavior by USAA 's inhouse ins adjuster - not returning calls, not answering phone, in an attempt to play out the clock. They towed car to XXXX immediately, then back to XXXX XXXX, then back to XXXX ( 200 miles +/- ) I complained to CEO of USAA stating that the loan was not past due ( due on XXXX XXXX ) but would be soon if they didn't DO THEIR JOBS. On XX/XX/XXXX, a woman named XXXX ( employee number XXXX ) called back saying she is from the CEO 's office. She was vicious. I explained that USAA HAS the vehicle and we're waiting for their insurance company do do their JOBS and pay the claim. She said she didn't care - we have to pay it anyway. I told her no There were 'words '. I hung up on her, told her to stop communicating. She continued to call every other day after that. The insurance company notified me that they'd issued electronic credit to pay off the vehicle on XXXX XXXX. The calls kept coming anyway. USAA informed me that they hadn't credited as of yet. They held the money for many days before showing it credited ( they backdated it to accomplish this ). This appears to be fraud. I have in my possession, a letter claiming we're in default, dated XX/XX/XXXX, and a letter from USAA dated XXXX XXXX stating loan was paid in full. I have emails if you wish them, proving that they received funds on XX/XX/XXXX. This is nothing short of mean-spirited harassment and refusal to work with a customer.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33040
Submitted Via: Web
Date Sent: 2020-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-30
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: XX/XX/2020 Spoke to XXXX requesting resolve of fraud on my account After 45 mins she had to transfer me as she could not understand I explained to XXXX I HAD XXXX XXXX I COULD NOT HOLD PHONE MUCH LONGER WITHOUT THE PAIN FROM HOLDING PHONE CAUSING XXXX XXXX PLEASE I CAN NOT HOLD MUCH LONGER She treathened to send EMS to my home IF I DID NOT CONTINUE TO HOLD EVEN LONGER Please LOOK AT MY RED PAINFUL XXXX XXXX! ( * How cruel to require me to HOLD OR ELSE SUFFER CONSEQUENCES * ) THIS ON LINE BANKING ONLY GIVES ME NO ACCESS ON LINE EITHER XXXX PEOPLE HAVE RIGHTS MY CIVIL RIGHTS DENIED ALL OTHERS CAN GAIN ACCESS USAA has been telling me for 2 years they will correct Then they send me to collections WITHOUT GIVING ME ANY ACCESS ON LINE OR BY PHONE AND TGEY HAVE NOT RESOLVED FRAUD/ID THEFT ON MY ACCOUNT
Company Response:
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-29
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: XXXX from USAA XXXX from USAA XXXX from USAA call I have No hands to answer USAA is aware of my XXXX USAA gives ME NO ACCESS ON LINE OR BY PHONE USAA can not verify me a member of 35 years THIS IDENINITY THEFT WAS REPORTED TO THEM XX/XX/2018 UNRESOLVED AND SENT TO COLLECTIONS LOWERING MY CREDIT SCORE XXXX POINTS THIS HAS DESTROYED MY FI NANCES AND NOW HAS DESTROYED MY HEALTH I REFUSE TO CONTINUE Please tell XXXX from USAA IDENINITY THEFT DEPT ... .. HE IS ( 2 ) TWO YEARS *** TOO LATE AND STOP HARRASSING ME USAA HAS HARRASSED ME TWO YEARS SENDING ME TO COLLECTIONS XXXX YEAR OLD 35 YEAR MEMBER IS OUT I WILL NOT DIE FOR USAA
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-29
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I sent detailed complaint letter to CFPB on XX/XX/XXXX and again on XX/XX/XXXX detailing along with my Certificate of Deposit ( COPY ) that USAA Absorbed my. CD held as Collateral in the event I did not pay the balance the Full Balance Due on the use of a Secure Credit Card. I Paid all of the Owed Balance my Credit Score did not fluctuate on the basics of me not paying USAA back on my use of the Credit Card and When I Said Close the Card Account and return my Over XXXX CD back to me USAA Did not Comply with my request and I still have the Certificate ( COPY ) sent to ( CFPB ) ON XX/XX/XXXX. With an address in XXXX XXXX of USAA Savings Bank. XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX Nevada XXXX Date of Notice about the same before time on and of my request to Close use of the CD from XX/XX/XXXX to XX/XX/XXXX this is now XX/XX/XXXX. XXXX XXXX issue date XX/XX/XXXX. My name XXXX XXXX XXXX XXXX XXXX XXXX Florida XXXX my Phone XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-29
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: XXXX from USAA XXXX from USAA XXXX from USAA call I have No hands to answer USAA is aware of my disability USAA gives ME NO ACCESS ON LINE OR BY PHONE USAA can not verify me a member of 35 years THIS IDENINITY THEFT WAS REPORTED TO THEM XX/XX/2018 UNRESOLVED AND SENT TO COLLECTIONS LOWERING MY CREDIT SCORE 93 POINTS THIS HAS DESTROYED MY FI NANCES AND NOW HAS DESTROYED MY HEALTH I REFUSE TO CONTINUE Please tell XXXX from USAA IDENINITY THEFT DEPT ... .. HE IS ( 2 ) TWO YEARS *** TOO LATE AND STOP HARRASSING ME USAA HAS HARRASSED ME TWO YEARS SENDING ME TO COLLECTIONS XXXX YEAR OLD 35 YEAR MEMBER IS OUT I WILL NOT DIE FOR USAA
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-29
Issue: Struggling to pay your bill
Subissue: Credit card company won't work with you while you're going through financial hardship
Consumer Complaint: I contacted USAA and told them I had a change in my income status and requested for them to negotiate/change terms because right now they have my MINIMUM payment at {$640.00} a month. I told the Executive Resolution Team that I am experiencing hardship due to loss of a job, pay cut and that the debt is simply spiraled out of control requesting forbearance to allow me to make smaller payments or no payments at all for a limited-time. USAA told me I would need to go into a delinquent status before they would negotiate. I then contacted the Financial Improvement Team ( FIT ) however they were not genuinely focused on helping members who are struggling with debt and credit situations and told me I would need to default in order to receive services. Since XX/XX/XXXX, I have taken preventative actions to manage my USAA account by asking for help so I could PREVENT default. USAA refused to offer - Temporary hardship plans - These plans are typically set for 6 or 12 months. USAA refused to reduce my account to 2 % of my current balance. USAA refused to address the interest rate and reduce to anywhere from zero to 9 %. USAA refused to waive fees and penalties and refused to offer me a pre-plan arrangement. I asked for the preventative plan months prior in XX/XX/XXXX to have some type of temporary payment relief that I need as a XXXX XXXX Veteran. USAA refused to offer any long term hardship programs - when I asked USAa to freeze the account and close the account - USAA stated it would not as I had a checking and membership. USAA refused to provide me with payments amortized o ver 5 years ( 60 months ) which would be similar to the temporary plans of 2 to 2.5 % of the current balance set as your monthly payment. USAA acts like a bank and does not provide hardship options to for militar y members and their families. I then filed a XXXX complaint against USAA Federal Savings Bank on XX/XX/2019 - Complaint ID # XXXX USAA refused to waive or reduce the minimum monthly payment. USAA refused to remove past late fees or implement any hardship plan to reduce the overall debt. USAA does not want to provide me with an option to pay off the balance in a shorter time frame. USAA understands that my circumstances have change which have impacted my money and I am not bringing in enough to meet the current monthly obligation of {$1100.00} a month MINIMUM payment which is ridiculous. I am facing longer -term financing challenges and USAA has made it clear that it does not want to offer me options to PREVENT mismanagement of my account, to PREVENT mis-payments or any negative marks going on my credit report. USAA has made it clear it wants my credit card account delinquent before they will work with me. Instead of providing military members with options that will PREVENT harm. USAA did not help me by offering preventative options when I repeatedly asked for help. USAA has turned into a predatory lender that wants to bring harm to its military members who dedicated time, commitment and service to protect the freedoms of this great nation. I couldn't believe USAA was not open to any hardship payment plans or agreements.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92083
Submitted Via: Web
Date Sent: 2020-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-28
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: Statement XX/XX/XXXX attatched ADJUSTMENT PURCHASES {$230.00} XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX PROOF USAA * BEGINS FRAUD INVESTIGATION A THIRD ( 3RD ) TIME with Proviional Credits that do Not Apply to Balance SUMMARY OF ACCOUNT ACTIVITY IS UNTRUTHFUL CLAIMING OTHER CREDITS OF {$620.00} TOTAL PAYMENTS AND CREDITS FOR THIS PERIOD ARE {$400.00} of which I paid {$200.00} and rest paid with PERMANET CREDITS OF {$190.00}. XXXX XXXX Why is USAA INVESTINGATING FRAUD FROM XXXX 3 TIMES? These charges are fraud charges from XX/XX/XXXX Perhaps to collect credit reversals from the ADJUSTMENT PURCHASES never applied. All USAA TRUTH IN LENDING STATEMENT. with fraud LIE DECEIVE CONSUMERS INTO THINKING CREDITS WERE APPLIED WHEN THEY WERE NOT ANYTHING HIDDEN IN SECRET NEEDS TO BE EXPOSED Why hide If credits are not given it is a crime to take them back so given or not IT SHOULD NOT BE HIDDEN FROM CONSUMERS Reading these statement THEY ARE DECEPTIVE WITHOUT EXPLANANTIONS ADJUSTMENT PURCHASES DO NOT APPLY TO BALANCE ONLY {$400.00} TOTAL PAYMENTS AND CREDITS.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-28
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: XX/XX/XXXX I reported unauthorized charges of {$470.00} No Ajustment Purchases/Temporary Credits ever applied No Permanet Credits from USAA ( see XX/XX/XXXX statement ) ARE THESE FALSE STATEMENTS? OR IS LETTER OF XX/XX/XXXX FALSE STATEMENTS ( * BOTH CAN NOT BE CORRECT ) Other Credits were from merchants for {$340.00} XX/XX/XXXX Returned Items refunded by merchants days after purchase was made These appear a new charge. a second time XX/XX/XXXX I reported the XXXX new purchase charges XX/XX/XXXX unauthorized There are NO USAA {$470.00} CREDITS in XX/XX/XXXX ( see statement ) or any months following Kindly Note the XX/XX/XXXX Credit Card Fraud Claim date XX/XX/XXXX {$470.00} USAA says the CREDITS WERE APPLIED AT BEGINNING OF FRAUD INVESTIGATION. which is XX/XX/XXXX Why are there No USAA Adjustment Purchases/temp credits or USAA permanet Credits XX/XX/XXXX or XXXX XXXX? No Temporary ones or permanet XXXX, XXXX none yet XX/XX/XXXX I reported unauthorized charges XX/XX/XXXX of {$810.00} ALL XX/XX/XXXX CHARGES APPEARRED FOR THE SECOND TIME even returned items Kindly Note Fraud Reported XX/XX/XXXX NO RESOLVE. ( USAA letter dated XX/XX/XXXX TOOK 2 years TO INVESTIGATE FRAUD and Investigation not in my favor. XX/XX/XXXX all fraud charges are credit reversals when no credit given WHY DID IT TAKE USAA A YEAR TO BE AWARE OF FRAUD? WHY HAS IT NOT BEEN RESOLVED YET? after 2 years why put back on card as new purchases Please explain in detail paperwork How USAA temporary vs permanet credits policy works on statements HOW IS MEMBER ABLE TO VIEW ( ON STATEMENTS ) what temporary credits have been made permanet Please also explain ADJUSTMENT PURCHASES when do they actually apply to my account to be able to decide there are in fact TWO CREDITS APPLIED TO BALANCE to allow all the credit reversals. If temporary credits do not apply then THERE WERE NO TWO CREDITS ONLY ONE CREDIT PER PURCHASE XX/XX/XXXX There are {$2600.00} Other Credits ONLY {$910.00} APPLIED STATEMENT XX/XX/XXXX STATES TOTAL CREDITS APPLIED {$910.00} USAA EXPECTS ME TO BELIEVE ALL {$2.00}, XXXX CREDITS APPLIED AGAINST BALANCE I SAY SHOW ME MATHMATICALLY WHEN EACH WAS APPLIED OFF MY BALANCE ALL OF THE USAA CREDITS TURN INTO NEW CHARGES THE ( VERY SAME DAY OF CREDIT ) YOU CAN NOT TAKE BACK WHAT WAS NOT APPILED GIVEN OFF BALANCE OR IS STATEMENT XX/XX/XXXX FALSE IN SAYING TOTAL CREDITS THIS PERIOD {$910.00} DOES TOTAL MEAN TOTAL? Or What?????
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-27
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: THIRD CFPB REQUEST FOR THE SAME ISSUE, WHICH USAA CLAIMED TWICE IN WRITTING THAT THEY RESOLVED WITH THE CREDIT REPORTING AGENCIES. REQUEST : A USAA MEMBER ADVOCACY UNIT MANANGER 'S REVIEW AND INTERVENTION INTO THIS ONGOING ISSUE. During XX/XX/XXXX, I mailed my monthly personal payment check on time in the amount of {$180.00} to USAA Bank regarding my USAA RV loan. The actual payment was {$180.00}. Therefore, I inadvertently wrote my check to USAA XXXX cents short. As soon as USAA notified me via mail of my error, I immediately mailed a check to USAA for XXXX cents to correct my mistake. I soon thereafter discovered during my home refinance loan process, that USAA issued on my RV account a 30 day late and reported that to the 3 major credit reporting agencies. I have been a member with USAA for over 40 years. As a result, I assumed that I wrote an apology letter to them ( I wrote several letters to USAA ) that they would forgive me for this one- time minor error. Instead, USAA wrote back in one of their letters that my request for forgiveness was viewed by them as " frivolous '' and that the 30 day late mark stood. In response, I wrote my first CFPB complaint during approximately XX/XX/XXXX. In response to that first CFBP complaint, USAA via my telephonic conversation with the assigned USAA ' Member Advocacy Representative, and via later confirmation letter, that USAA decided to forgave my XX/XX/XXXX cent mistake and that they would notify the three major credit reporting agency 's that the 30 day late was removed. However, days later, XXXX reported to me that they received no such related notification from USAA ( The other two CRA 's were notified by USAA ). So in response, XXXX agreed to do a dispute investigation. When XXXX contacted USAA 's Consumer Reporting Unit, that Unit informed XXXX that the 30 day late was never removed and that it was active. As a result, XXXX maintained the 30 day late and reported the 30 day late information to the two remaining major credit reporting agencies. In response, I wrote a second CFPB complaint regarding the same unresolved 30 day late issue and the miscommunications that USAA Consumer Reporting Unit had with XXXX. The USAA assigned Member Advocacy Representative informed me on her CFPB response that USAA 's Consumer Reporting Unit inadvertently responded incorrectly to XXXX that the 30 day late was valid. The USAA Member Advocacy Representative wrote, " Please know that we have addressed this with those involved in order to prevent a reoccurrence. On XX/XX/XXXX we confirmed with all three CRA 's that the delinquency is no longer reporting ''. When I called XXXX a week later to confirm that statement, XXXX claimed that according to their their database, USAA never notified them to remove the related 30 day late. So in response again, XXXX agreed to do another dispute investigation. When XXXX contacted USAA 's Consumer Reporting Unit again, that Unit again informed XXXX that the related 30 day late was never removed and that it was active. As a result, XXXX maintained the 30 day late and again reported the 30 day late to the two remaining major credit reporting agencies. So I am back to square one on this issue!!!!! In my continued frustration with USAA, I have left numerous ( calm and respectful ) voicemail messages with the related USAA Member Advocacy Representative that was assigned to my case. I explained to her the aforementioned continued circumstances. In my messages to her, I politely requested that she contact XXXX regarding USAA 's repeated miscommunications.. I have not heard back from this USAA Representative and thus assumed she must have contacted XXXX about the related issue. On XX/XX/XXXX, when I telephone XXXX, they informed me that USAA is still maintaining that the related 30 day late is valid. So again, I have decided to file a third request for a dispute investigation with XXXX. I am so frustrated with USAA regarding this XXXX cent mistake issue ( which I am clearly to blame for ). But I'm also frustrated at USAA 's continued miscommunications ( or lack of ) with XXXX and with their own Consumer Reporting Unit. So in response, I have decided to write a third CFPB complaint for the same XXXX cent / 30 day late issue. Again, I am respectfully requesting that a USAA Member Advocacy Manager review the circumstances of this case and then please call me on my employment cellular telephone ( on file with USAA ) regarding how to possibly resolve this same repeated issue. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 930XX
Submitted Via: Web
Date Sent: 2020-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-27
Issue: Wrong amount charged or received
Subissue:
Consumer Complaint: I filed a complaint on XX/XX/XXXX case number XXXX, XXXX XXXX XXXX, against USAA in reference to a money transfer from XXXX XXXX XXXX XXXX ( XXXX ). USAA responded back to you saying the money was going to be refunded back to XXXX, this was on XX/XX/XXXX. Ive attempted to contact USAA ( 16 ) different times and NO one has responded to my calls, Ive spoken to every assistant for the office of the CEO and NO return calls Ive left ( 9 ) messages for XXXX XXXX and XXXX XXXX and have not received one call back. The two listed above are the assigned investigators. I have requested a written response from USAA on 8 different phone calls and 4 emails and have yet to receive a response I read that USAA was just fined for the same things? USAA submitted a response to the CFPB stating the money was to be returned to the XXXX? Was the response just to get CFPB to close the case? Does CFPB have and enforcement powers? Or is USAA aloud to get away with sending you a positive response and NOT following through with the customer?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33323
Submitted Via: Web
Date Sent: 2020-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A