Date Received: 2019-10-16
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I filled out a mortgage pre-qualification package through USAA during the first week of XXXX. After finding my ideal home, signing a contract ( with a closing date of XX/XX/XXXX ), setting up an inspection, and filing all requested paperwork USAA notified me on XX/XX/XXXX, the day before my inspection, that I would be ineligible for a VA loan despite my certificate of eligibility. My date of military separation has been posted on their banking app since opening my checking account through them in XXXX. Their reasoning for denying me my loan is due to my inevitible seperation from the military approximately six months after the contract closing date. USAA is also expecting me to have a job offer accepted six months in advance as a work-around to requirements set by them, as a lender. USAA is, however, blaming this requirement on the Dept. of Veterans Affairs despite the VA, as a guarantor, accepting and approving my application.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 453XX
Submitted Via: Web
Date Sent: 2019-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-16
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: This particular account situation that is lately filing on my own credit document has a seriously unfavorable relation to my personal ability to obtain a present loan application. I highly recommend you generate verification that USAA SAVINGS BANK has been reported completely in accordance with the Fair Credit Reporting Act regulations, it's really a serious problem to mis-report. Moreconfirmation of the aforesaid item too. My proper request mustover, I was never 30 days/60 days/120 days late in any of my payments and I'm not greatly tuned in to the date opened so I prefer to ask your be investigated as soon as possible and confirmed to be correct. Thanks!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91504
Submitted Via: Web
Date Sent: 2019-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-16
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: CFPB 1. USAA continues to lie to me and commit fraud. After talking to many tax attorneys, Certified Public Accountants, reviewing IRS documentation, and watching many videos on the subject it is clear to me that once a 1099-C is issue and a debt is forgiven or canceled the lender can not continue to attempt to collect money from the borrower ( double jeopardy ). 2. After the Great Depression the government passed many laws to protect the American people. After the Great Recession of 2008 the government again passed many laws to protect consumers and borrowers from predatory and unfair lending practices. Many were lost everything and were left homeless like myself. 3. I had two loans with USAA. One Home Equity Loan ( HEL ) and one credit card loan. The home equity loan debt was resolved and settled by USAA in XXXX and a 1099-C was issued by the IRS. The credit card debt was resolved and settled by USAA in XXXX and a 1099-C was issued by the IRS. USAA has continued to try to make me pay for these cancelled and forgiven debts. 4. In XX/XX/XXXX USAA said they had a right to change the 1099-C ( false and fraudulent act ) and demanded that I pay {$4600.00} to settle the debt. I did not know better so I paid them. Now they want me to pay the {$54000.00} for the HEL that was forgiven and cancelled in XXXX. 5. USAA is committing fraud and unfairly taking advantage of veterans and their families. Ive tried to settle this with USAA for several months and they keep giving me false information and making illegal and unreasonable demands. They are in violation of Consumer Financial Protection Bureau ( CFPB ) and Fair Debt Collection Practices Act ( FDCPA ). 6. I am providing copies of the 1099-Cs and other reference material that clearly explains the law and supports my position. Please take appropriate action against USAA and get them to refund me my {$4600.00} that I gave them when I did not know this debt had been forgiven, cancelled, and resolved by the IRS and USAA. V/r XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX ( XXXX ) XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32507
Submitted Via: Web
Date Sent: 2019-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-15
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: Usaa left 3 voicemails within 15 minutes. After I scheduled a payment online for credit card.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 322XX
Submitted Via: Web
Date Sent: 2019-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-14
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I'm getting charged for cash advance when I did a credit card balance transfer
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19604
Submitted Via: Web
Date Sent: 2019-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-12
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 recently sustained an unforeseen injury that has affected my vision and I'm currently on XXXX, receiving only portion of my regular salary. According to my physicians, it can be months before my vision is back to baseline. With my return to work being months away, me taking a hit in my take-home wages and having now additional obligations in the form of medical bills, I reached out to USAA about my credit card balances, which are all current and in good standing at the moment, to see if they could assist me in anyway with my monthly payments and interest rates during this financial hardship. I attempted to convey this request twice to their customer care team. The first time they redirected me to a third party company which all they did was try and sign me up to a credit counseling service, which was fee-based. The second attempt, I was told blatantly that they couldn't do anything for me. Having been a USAA member since 2004, when I enlisted in the United States XXXX and have utilized numerous USAA products with good results and service, so I am VERY applaud and disappointed that USAA refuses assistance to a member of 15+ years during this unfortunate time and eventually will be forcing it's member to default on payments due to lack of funds at this time.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85204
Submitted Via: Web
Date Sent: 2019-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-12
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I deposited my {$590.00} paycheck at approximately XXXX on XX/XX/XXXX. At that time, I first started to do a mobile deposit, and the system said {$190.00} if I proceeded. So I cancelled it, went to a physical ATM, deposited there. The system told me {$95.00} would be on hold. Was fine with that. System continued to say that until approximately XXXX that night. The next day, that suddenly changed to {$390.00} being on hold until XX/XX/XXXX. I have been given a number of excuses by a " senior rep '' named XXXX that don't explain much of anything, no solution was offered, and am facing multiple overdraft charges due to being given misinformation.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30168
Submitted Via: Web
Date Sent: 2019-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-11
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: XX/XX/2019 I have been a customer of USAA for over 11 years with a perfectly clean credit record and no insurance claims. On XX/XX/XXXX and again on XX/XX/2019 my home was broken into and my credit card stolen. Around midnight on both those days, the card was fraudulently used by the thief at a XXXX XXXX located nearby in the amounts of $ XXXX XXXX a total of 3 such charges for gift cards and another of $ XXXX for bicycle parts ). When I discovered and reported the theft to USAA on those 2 occasions they reissued a new card indicating that they would remove the charge from my account while investigating the fraud. In the meantime we received a fraud report from the local police department together with a still image of the theft using the card at the exact time stamp on our statement. We uploaded those documents as requested to USAA. Soon after the fraudulent amounts were reinstated on my account and when I called the customer service department was told that my claim had been denied. I was also told that they could not see the police report and that they would resubmit the claim. During these 7 months I have spent over 20 hours on the phone with USAA to try and talk to their fraud department and understand why their zero customer liability on unauthorized use of a credit card does not apply to me. The company puts a firewall around its fraud department and makes it impossible for customers to talk to members of their team. Moreover, promises to respond to my telephone inquiries by email are not kept and I am sent into a circle of unresponsive resolution. I am asking for the CFPB to help me understand what additional information USAA needs from me to fulfill the obligation of their terms and conditions regarding zero liability and perhaps use your leverage to stop this abuse of the veterans who are its bread and butter customers
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22043
Submitted Via: Web
Date Sent: 2019-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-11
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: XXXX and XXXX failed to remove late payment remarks from my credit reports for the account I have with XXXX XXXX XXXX bank. I pleaded with USAA federal savings bank that the late payment they reported to the credit bureaus for XXXX of 2019 for the amount of {$370.00} was not my fault. I also pleaded with them to remove the late payment because I had no idea they offered deferments for late payments, and at that time I could not pay the full amount. I told them my story and they refused. So I contacted XXXX and XXXXXXXX to remove the late payment from my account, but they refused to do so.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 283XX
Submitted Via: Web
Date Sent: 2019-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-11
Issue: Problem when making payments
Subissue:
Consumer Complaint: I have XXXX XXXX XXXX and my income has decreased. I asked USAA to work with me concerning my Loan with them in order to avoid getting into a bad situation. All of my other Loans and companies were sympathetic and worked on payment plans and interest rates expect for USAA. They advised me that in order to help me I would have to be late on the loan intentionally. They advised me not to pay the next month and then to call the hardship department after I had not made a payment. I was advised this was the only way to get help. Then after doing as they asked I was harassed by their collections department and NO help was given to me as promised. USSA engaged in by definition, predatory lending as it benefits the lender and ignores or hinders the borrowers ability to repay the debt. They not only used " Loan Packing '' in the loan given to me but engaged in a predatory practice by hinders the borrowers ability to repay the debt by increasing late fees and penalties with the promise of " Help '' 15 U.S. Code 1692k. Civil liability ( a ) Amount of damages Except as otherwise provided by this section, any debt collector who fails to comply with any provision of this subchapter with respect to any person is liable to such person in an amount equal to the sum of ( 1 ) any actual damage sustained by such person as a result of such failure ; Damage sustained to mental/physical well-being of a terminally ill patient are in line with wrongful death as the livelihood of the patients lifespan has inevitability been shortened by any undue stress related to negligent undue duress 15 USC Sec. 1681 Civil liability for negligent noncompliance Any consumer reporting agency or user of information which is negligent in failing to comply with any requirement imposed under this title with respect to any consumer is liable to that consumer in an amount equal to the sum of -- ( 1 ) any actual damages sustained by the consumer as a result of the failure ; USAA intentionally damaged my credit causing me to make a non-payment as a way to provide relief. This is a violation of 15 USC Sec. 1681 Civil liability for negligent noncompliance Violations by USAA 15 U.S. Code 1692b Acquisition of location information USAA repeatedly called me on numerous occasions after the hours of XXXX and on Weekends They did not identify themselves correctly and only asked to speak to MS. ( Name Witheld ) on numerous occasions They were advised to cease and desist They were advised that they were violating FDCP and Fair Collection Practices Concerning section 515 U.S. Code 806. Harassment or abuse and continued to call 5 more times 15 U.S. Code 1692g. Validation of debts was not provided within 5 days Notice of debt ; contents Within five days after the initial communication with a consumer in connection with the collection of any debt, a debt collector shall, unless the following information is contained in the initial communication or the consumer has paid the debt, send the consumer a written notice containing ( 1 ) the amount of the debt ; ( 2 ) the name of the creditor to whom the debt is owed ; ( 3 ) a statement that unless the consumer, within thirty days after receipt of the notice, disputes the validity of the debt, or any portion thereof, the debt will be assumed to be valid by the debt collector ; ( 4 ) a statement that if the consumer notifies the debt collector in writing within the thirty-day period that the debt, or any portion thereof, is disputed, the debt collector will obtain verification of the debt or a copy of a judgment against the consumer and a copy of such verification or judgment will be mailed to the consumer by the debt collector ; and ( 5 ) a statement that, upon the consumers written request within the thirty-day period, the debt collector will provide the consumer with the name and address of the original creditor, if different from the current creditor.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 312XX
Submitted Via: Web
Date Sent: 2019-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A