Date Received: 2019-12-13
Issue: Fees or interest
Subissue: Unexpected increase in interest rate
Consumer Complaint: I went online to pay my balance on my credit card on XX/XX/2019 it read on the computer I owe XXXX so I pay the computer came back with a XXXX balance. I went on the computer XX/XX/2019 to see if my work check was deposited and I saw under the credit card that I owe XXXX, I had pad my total balance the day before which was pad in full, there was not a additional total for the XXXX on my account at the time of payment .I don't understand how they can add money to my account after I paid, if that amount was there when I went to pay I would have paid, note I paid the bill off around XXXX XXXX and at that time it told me my balance was XXXX so that is what I paid.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21206
Submitted Via: Web
Date Sent: 2019-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-12
Issue: Written notification about debt
Subissue: Didn't receive notice of right to dispute
Consumer Complaint: XXXX XXXX XXXX is collecting an USAA XXXX XXXX Credit card debt from me. I acknowledge the debt, I have been paying on the debt for the past 5 months. They refuse to send me any type of statement showing that I am paying this debt off. They also refuse to delete the charge off from my credit report when the balance is paid in full.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KS
Zip: 668XX
Submitted Via: Web
Date Sent: 2019-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-12
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/2019- Officially pre-approved for a mortgage. Contact made first from XXXX XXXX XXXX who informed that the next person to take over would be XXXX XXXX. XXXX XXXX communicated effectively to both applicants. XX/XX/2019-Begins communication with XXXX XXXX . XXXX vaguely stated that she needed items for the mortgage. Information sent. Each step of the process XXXX took a full day to respond. Then XXXX called one of the applicants requesting information from the husband. There is no husband in this marriage. XXXX requested information from the husband several times over a period of days before finally answering the phone and being told that there was no husband or male in this application process. XXXX stated that mortgage was rejected due to only one applicant making less than {$7000.00} a year. XXXX did not review all of the documents submitted causing denial of mortgage and resubmission of all documentation Real estate agent contacted XXXX stating that the lack of communication and understanding of documents submitted is unprofessional. Request to speak with supervisor made on XX/XX/19. XXXX XXXX ( supervisor ) became defensive and stated that XXXX was doing her job and made a few errors. XXXX XXXX stated that XXXX XXXX stated that I worked part-time and mentioned information was incorrectly entered at the beginning of the process. Request was made for a new loan officer. XXXX took over the account and notified applicants that a conditional approval was made. Request of a donor letter from a bank was made. Donor letter was sent on several occasions. Spoke with XXXX XXXX on XX/XX/19 asking if the letter sent was acceptable for XXXX responded that she submitted the letter because she does not know how to reiterate to the applicants what is needed. Applicants read through the emails yet again and not once does any email indicate that the donor letter come from the donor 's bank which tremendously prolonged this process. Request contact with supervisor. Connected to XXXX XXXX. XXXX XXXX answered the phone call right away and applicant stated that there has been frustration with several workers in this process. XXXX XXXX proceeded to yell to the point where the audio was breaking up in this phone call. Request was made to this supervisor. Email and voicemail left for XXXX XXXX director of mortgage loans of USAA. Closing date is XX/XX/XXXX and present date XX/XX/XXXX when application was submitted XX/XX/2019. Applicants feel involved parties at USAA are sabotaging the loan after almost ten years of loyal service to USAA.
Company Response: Company believes complaint is the result of an isolated error
State: WI
Zip: 547XX
Submitted Via: Web
Date Sent: 2019-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-11
Issue: Problem with the payoff process at the end of the loan
Subissue:
Consumer Complaint: Im writting again because I was told that even though I have never made a payment or called about the loan previously that I am still responsible for this loan. Even though the loan was extended without calling and consulting me first. I feel that this is USAAs fault for not doing their due diligence and calling or reaching out to me first. I had agreed to a personal loan of {$17000.00} originally and agreed to one refinance to {$20000.00}. However when I went to check on the loan expecting it to only be a small balance after years of paying on it. But I then noticed that the loan was refinanced again 2 more times. The total amount of the loan was {$46000.00}. I was basically told by USAA that my only option is to go to court and they didnt own up or apologize for anything that they didnt do to protect my account. I think considering I never even made a payment and knew nothing about these multiple refinances that it should not be on my credit report and this loan should not be in my name since I did not authorize it all!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80911
Submitted Via: Web
Date Sent: 2019-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-11
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: I recently lost my job and attempted to place a hold or cancel any monthly subscription services which auto debit from my account. Unfortunately I missed some and my account dipped onto the low side. XX/XX/XXXX Account was negative XXXX AFT attempt from XXXX for {$1.00}. USAA declined the transaction and assessed {$29.00} NSF fee XX/XX/XXXX XXXX attempted the AFT again, declined {$29.00} NSF assessed. XX/XX/XXXX XXXX attempts AFT, declined NSF fee assessed. XX/XX/XXXX XXXX attempts again, declined {$29.00} fee assessed. XX/XX/XXXX XXXX makes another attempt, declined {$29.00} fee assessed. ' Balance XX/XX/XXXX is - {$80.00} XX/XX/XXXX XXXX finance attempts AFT, declined {$29.00} fee assessed. XXXX XXXX is only company that attempts to withdraw. XXXX makes 7 attempts between that time frame and all 7 are declined with {$29.00} NSF fee totaling {$200.00} in fees. XX/XX/XXXX XXXX makes another attempt, declined NSF fee assessed. XX/XX/XXXX XXXX attempts AFT, declined, NSF assessed XXXX XXXX makes an additional 4 attempts all declined and additional {$110.00} in NSF fees against the account. XX/XX/XXXX XXXX attempts again, declined, NSF fee assessed. XX/XX/XXXX XXXX attempts AFT, declined, NSF assessed. This continues through present and my account is now - {$790.00} all in NSF fees. Not one bill was paid, and these fees are resulting from each company making multiple attempts to clear payments. Until I am working again, hopefully soon, I have no funds to get this account even close to a XXXX balance. By the time I am able to fix this, I may owe close to {$2000.00} in NSF fees for a total of 7 individual transactions that made repeated attempts on my account. I can't understand how this could be on the up and up. As a matter of fact, I have been involved in at least two class-action lawsuits in the past involving XXXX and XXXX for similar issues being shady with overdraft fees and how they chose to apply those fees. If this seems off to you as well and you believe you can assist me in getting this under control, I want to thank you in advance. If all the fees from USAA appear legit and I'm just in an unfortunate situation, please let me know and I'll stand down and accept that I singed up with a bad bank.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33024
Submitted Via: Web
Date Sent: 2019-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-11
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I was informed of an IRA at USAA that was to be split in thirds. It was left to me by my uncle. I called USAA on XX/XX/XXXX and discussed this with a representative from the survivor relations department. This person informed me that my portion of the IRA would be transferred to a beneficiary IRA. The amount was {$230000.00}. I did mention that I may want to transfer the funds to another financial institution. The representative informed me that I needed to fill out an application for the IRA to be split up and that all three parties needed to submit an application before it was split up. I called again after doing more research to find out if the IRA had the minimum distribution taken out yet. This representative answered yes, this later was found not to be true. After receiving the application I called again to ask for help filling out the application. This was on or around XX/XX/XXXX. I did mention that I wanted to transfer the IRA to XXXX XXXX. This representative had only told me that the IRA would be sent in the form of a check. I assumed the check would be in some form that I could deposit with XXXX XXXX without a tax penalty. I sent the application in via mail on XX/XX/XXXX. The check was finally issued on XX/XX/XXXX as USAA had lost my application but found it after they were called again. I called USAA to let them know I need to transfer the money. They refused to open the account. I then began to document every conversation because of the errors that led to this outcome. I talked to XXXX to ask for a reissued check made out to XXXX XXXX or a letterhead stating that the check was intended as a transfer. He could not authorize anything. I refused to accept this. XXXX from USAA called on XX/XX/XXXX to explain why the account could not be reopened. I was issued a case number XXXX. I was told I would contacted in a couple of days by an advocate in the CEO department. I was never called by anyone. I had to call and I never heard the name of my advocate until my sister heard the name during one of her phone calls ( she has had the exact same issue with USAA ) I called on XX/XX/XXXX and spoke to XXXX XXXX who transferred me to XXXX XXXX, my advocate. This was the first time I talked to my " advocate ''. He informed me that although my sister had received a NO regarding the transfer of the IRA he was going to go to another department. He did not believe this action was fair. He told me he would call back over the week of XXXX. He did not. I called and left a message on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. I finally called USAA on the XX/XX/XXXX after leaving another message and demanded to speak to someone that could give me an answer. This process had taken a ridiculous amount of time and hours of going through the basic representatives to talk to someone who could help me with my case. I Finally talked to XXXX XXXX. She emailed my advocate to contact me immediately on the XX/XX/XXXX. XXXX called at XXXX on XX/XX/XXXX, almost 40 days after I asked USAA to write a new check. His answer was that USAA could not find a bank error and could therefore not reopen the account. He also added that USAA did not provide advice about the IRA and I would have had to ask for " a direct transfer '' for USAA to send me the proper form.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60515
Submitted Via: Web
Date Sent: 2019-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-10
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: To whom it may concern, On XX/XX/2019 my wife wrote out check # XXXX to XXXX XXXX to the amount of {$850.00} to pay our mortgage. On the morning of XX/XX/2019 the check in a XXXX XXXX envelope was put into our mailbox. At XXXX security footage shows the mailman ( not our normal Mailman ) picking up the mail. On XX/XX/XXXX we received a notice from XXXX XXXX that we did not pay our mortgage that month. We had to go to the XXXX XXXX and pay right away to avoid a late fee. At this point we just thought the check # XXXX was lost in the mail and would eventually show up at XXXX XXXX. On XX/XX/2019 we received an overdraft notice from our checking account bank XXXX XXXX. At this point we though the checking bank made a mistake for we had more than enough money to cover any checks that were written. When going into our account we found that someone had taken Check # XXXX that was sent to XXXX XXXX was fraudulently altered and changed to someone calling himself XXXX XXXX for {$1900.00} which he or she deposited into a bank account # XXXX USAA FSB ( routing number XXXX ) by some kind of mobile device. At this point we had to put more money into our checking to avoid overdraft payments. We contacted the XXXX XXXX XXXX and State police who are investigating this case. At this time we are notifying you so that you can investigate your end of this fraud forgery. Please investigate and send all findings to Tpr XXXX badge no. XXXX, at XXXX, Incident no. XXXX or you can send directly to me and I will forward to him.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 180XX
Submitted Via: Web
Date Sent: 2019-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To Whom It May Concern : The purpose of this letter is to inform you of my grievance with USAA Bank and to have this be settled in a proper timeframe. In XX/XX/XXXX, I received a letter from the VA stating that as a service connected veteran at the time that I took out my mortgage with USAA on XX/XX/XXXX, I did not need to pay the VA home loan funding fee, and therefore I was having that funding fee be returned to me. I contacted the VA and spoke with XXXX XXXX, and informed him that not only did I have to pay that funding fee, but since I did not have that unexpected {$3400.00}, I had to not only take out an additional loan to roll that amount into my mortgage, but I also had to accept a higher APR in order to do that. I very specifically remember originally qualifying for a 3.25 % APR, but because I did not have that extra {$3400.00} for the funding fee, I was told that I could roll that amount into my mortgage as an extra loan, but in order to do this, I would have to increase my APR to 3.75 %. Due to life circumstances at that time I very distinctly remember having to increase my APR from 3.25 % to 3.75 % due to not having that additional {$3400.00}. I am very grateful that the VA after six and a half years realized that their service connected veteran paid a funding fee that she was not supposed to pay and refunded me directly, but I am quite outraged by USAAs handling of this situation since I brought this to their attention. I first contacted USAA around XX/XX/XXXX and tried explaining my situation to them. To me, this is not only about a {$3400.00} refund. My time value of money has been greatly compromised, and as a service connected veteran I was defrauded by a USAA bank representative. If I wasnt entrapped by that USAA representative to have to pay that {$3400.00} funding fee, my mortgage loan would have been {$160000.00} at 3.25 % APR, which would have been a monthly mortgage payment of {$690.00}, and my loan amount today would be {$130000.00}. But as it is, my loan amount was {$160000.00} at 3.75 % APR which has been a {$750.00} monthly payment and currently has a balance of {$140000.00}. Through my conversations with USAA, I have spoken with XXXX XXXX, who back on XX/XX/XXXX told me that USAA would only pay me {$860.00}, representative of the interest that I paid on that {$3400.00} funding fee, which they have now acknowledged that they did receive notification from the VA on XX/XX/XXXX that I did not need to pay, when again, my closing date was XX/XX/XXXX, and I was not notified of this until the VA letter XX/XX/XXXX. This settlement amount does not represent my time value of money, and does not account for the fact that my loan amount should have only been {$160000.00} and not {$160000.00}, thereby making my monthly payment {$740.00}, even if you do not count the discrepancy in my APR. In my last email communication with XXXX XXXX on XX/XX/XXXX, I discussed that even if USAA does not endorse my claim that one of their employees defrauded me of that lower APR, the {$15.00} monthly overpayment for a loan that should have never included that {$3400.00} funding fee should also be considered in their settlement. I have yet to receive any reply. I hope that you take the time to consider my grievance, and you also consider my time value of money in all of this and I am reimbursed accordingly. Warm regards,
Company Response: Company believes complaint is the result of an isolated error
State: PA
Zip: 18042
Submitted Via: Web
Date Sent: 2019-12-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-09
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: On XX/XX/XXXX I opened an investment account with USAA bank. It was by accident and my boyfriend at the time had just gave me an early birthday/Christmas gift and had deposited it into the account. I called the bank when I realized it wasn't a checking account I had opened it was an investment account. They advised me that they were gon na closed it and send me my check. Considering XXXX is a lot to just wait to come. I waited. Fast forward to XX/XX/XXXX when they told me that my check should be delivered to my home sometime in late XXXX and it had already been sent out. I called them about 4 or 5 time and they kept telling me that it was not in their control. I even had the guy whose account it came from who was my boyfriend/fiancee at the time call and he got so fed up with them he refused to give them any more information and just wanted our money back. They refused to give it to me after already lying to me and telling me it had already been sent out. Then excuse my language but they blantly XXXX and mind XXXX me into believing I was getting what was rightfully mine and my husbands back. And I still wait like an XXXX for {$4000.00} to be given back to us that they easily kept trying to tell me he reported it... as he sat next to be. As shocked as I was at how ridiculous these XXXX sound. Trying to explain to me how they were WAITING for my funds to be reported as fraud. Keyword .... Waiting.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90732
Submitted Via: Web
Date Sent: 2019-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-07
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/2019, I inquired about a XXXX add for XXXX XXXX XXXX tickets. The " seller '' and I negotiated a price of {$500.00} for four tickets. I have a lengthy email correspondence documenting the exchange - to include screen shots of XXXX tickets as " proof '' the seller had them. On XXXX, the " seller '' and I moved forward with the transaction as to which I regrettably transferred the money via XXXX to an XXXX XXXX. Shortly thereafter it became clear that the " seller '' was never going to send me the tickets as I still have never received the four tickets. First, I immediately filed a dispute with my bank, USAA, as to which I was told I would receive some sort of response within 1 to 10 business days. I then made a XXXX request from the recipient of my XXXX transfer for the amount of {$500.00}, as to which the " seller '' has not accepted. Next, I filed a complaint with the internet criminal complaint center ( IC3 ). Today, XX/XX/2019, I received an email from USAA stating that the decision has been made that an error did NOT occur with this XXXX transaction. During the dispute analysis by USAA, USAA did not contact me wishing to see my email correspondence outlining and detailing this unlawful scam of consumer goods. USAA did not contact me during this process for ANY additional information whatsoever, for that matter, to aid in the decision-making of this fraudulent financial transaction. Nor did they contact me regarding any further steps that I may have taken on my own accord, nor did they offer any advice regarding my next steps financially. Subsequently, I filed a complaint with the Federal Trade Commission, which regulates XXXX and other online auction sites. I have since called USAA requesting any and all documentation regarding the dispute. The representative on the line claimed he would need to put in a request for such documents and is unable to see any steps outlining the decision process/conclusion. It was only after I threatened to contact the CFPB did the USAA representative offer to verbally disclose the documentation of my dispute analysis. I was told a copy of the document would be available in my banking profile online upon my request.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 55407
Submitted Via: Web
Date Sent: 2019-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A