Date Received: 2019-09-25
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: On XXXX 2019 I applied to USAA Federal Savings Bank for a refinance home loan. I wanted it to pay off four accounts at XXXX. They were as follows No.1. a home equity loan interest only loan of {$78000.00} and No.2. a personal loan of {$12000.00} No.3 a credit card balance of {$4700.00} and No. 4 another credit card balance of {$4900.00}. for a grand total of {$100000.00}. They fixed the loan amount to me to pay is {$100000.00}. As of XX/XX/2019 the funded amount to me was {$77000.00} directly to the XXXX and two checks sent to my home. one was for {$13000.00} to be cosigned by me and the bank. The other was for {$8600.00} for my signature only. They hadn't notified me of the amounts. They gave me the final disclosure document with another 100 pages needed my signature and initials on Friday XX/XX/2019 to a notary public. The three day notice for me to cancel the contract was given on XX/XX/2019 and would expire on XX/XX/2019. There have been other restricted problems involving the appraisal problem with my pool and needing a lawyer to explain my trust report to them.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-24
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: USAA will not take my payment over the phone unless I agreed to allow them to send me a text to verify my phone number. Historical facts : My USAA account is closed and has been closed for 3 yrs. Each month I call USAA to make a phone payment. I have had no address change, phone number change or any other changes to my personal information or my USAA account. I have been making payments over the phone with USAA for years, never had a problem in the past. Earlier this month ( XXXX 2019 ) I was at the U of XXXX hospital with my entire family. many relatives & friends praying for a miracle. My XXXX year old nephew was in a car accident and had no brain activity. We lived at the hospital for 8 days. During this time I contacted USAA, 4 times from MY cell phone. Again the same phone number I have called them from for years. Each representative refused to allow me to make a payment unless I agreed to allow them to send me a text message for verification. This has NEVER been asked of me before from USAA. I informed USAA i do not have to give them authorization to text me. Each USAA representative told me I did. I said I was just calling to make a payment, the account is closed therefore USAA had XXXX risk. Regardless USAA refused to allow me to make a payment and as a result my account went 30 days delinquent and as a result of the 30 day delinquency my credit score dropped from XXXX to XXXX cause a mortgage I had applied for to be denied. Other facts. USAA has my voice identification therefore they knew it was me, USAA also has phone number Identification and I was calling from my phone, Again they knew it was me. Additionally, I was making a payment from the same checking account I have made payments from, for the past 3 years. For USAA to put me through this, provide me with false rules during easily the most tragic time of my life is unconscionable, unacceptable and can not be allowed to happen again, This is why I will be filing a lawsuit against USAA regardless of their response. My nephew, XXXX XXXX XXXX never regained brain activity. We never got our miracle, but XXXX wanted his organs donated and as a result 5 other families did receive the miracle they were praying for.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 480XX
Submitted Via: Web
Date Sent: 2019-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-24
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On Friday ( XX/XX/2019 ) I was sent a {$36.00} XXXX payment from my partner, and made sure my funds were available in USAA. I submitted my XXXX XXXX credit card payment for {$36.00} about 20 minutes later. Everything was fine - Everything showed {$0.00} in my account, sounds good right? Wrong, I had pending transactions that were taken out out of order to ensure that I incurred fees. These have not posted in order, and this payment was submitted 5 days ago. I've now incurred late fees from USAA and XXXX XXXX. USAA has been increasingly showing similar banking traits as XXXX XXXX - weird processing times for payments, significantly out of order, they seem to be in an order to cause me fees on purpose. I am fighting this because I had insufficient balance for a payment before. I made absolutely positive that I had the available funds before submitting this second payment. I've attached a screenshot, and you can see how USAA decided to post these transactions to let me know if it's weird. They appear to have taken out all of my payments before deciding to process incoming money from days beforehand.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92128
Submitted Via: Web
Date Sent: 2019-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-24
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: There are plethora of issues that I would like to discuss against my bank USAA. First, I would like to discuss the inaction that took place on XX/XX/XXXX. On that day I slid off the side of the highway on an icy day after truck came speeding by. I called USAA in order to tow my car as it had taken damage and it needed a tow and they sent a tow truck operating under XXXX. I was informed that I would not have to pay anything since I pay for insurance, but when I arrived to the shop, I was asked to pay {$370.00} for the labor. I paid because I was not allowed to leave the shop without paying and contacted USAA after looking for an explanation/reimbursement. USAA redirected me to a Mr. XXXX XXXX to whom I spoke with on the phone and stated to me that he would helping with reimbursement. Several days had passed and there was no confirmation or follow-up to inform that any action had taken place. I reached out to Mr. XXXX via email with no response. Next, on XX/XX/XXXX, I was rear-ended. I spoke with USAA and the decision came back that the other person was at fault and that I would not have to pay for any repairs on my vehicle and that a replacement vehicle would be provided in the meantime. I dropped of my vehicle at the shop and received the rental car that I would be using for the meantime. When I went to retrieve my car, I had to pay {$200.00} to get my car out of the shop even though I was told that I did not have to pay anything for the repairs. I contacted USAA and they said that they would begin to work on reimbursing me again. A few weeks had passed and I had not received any news on when I would be receiving that reimbursement. I contacted them again to ask what the delay was and they informed me that because the other driver was uninsured that it could take months or even years for me to receive me reimbursement, which is ridiculous considering that I was not supposed to pay anything and that I was forced to wait months or years to receive my money back. Then, on XX/XX/XXXX, an amount of {$7400.00} was deposited into my checking account without a clue of its origins and then the money proceeded to be withdrawn from my account for two amounts at {$500.00} and two amounts of {$1000.00}. I contacted USAA and they had no idea where the money came from and asked me about the security of my account. May I add that not a single individual has access to my account and I have taken the utmost care in regards to protecting my information. USAA proceeded to provide a temporary credit for the withdrawn amounts until they can figure out what was going on. They launched an investigation which denied my access to my account for a week, and that week consisted me on asking for loans from peers in order to be able to continue carrying on about my life. I was given access back to my account after that week and I was informed that they launched a fraud investigation and shortly after there were charges on my credit and debit card that were not authorized by me as well as an order placed to changed my PIN, order a new debit card, and change my daily debit card limit, also again not authorized by me. I contacted USAA about this suspicious activity and their answer was to shut down my account and put it in a credit-only status, as well as send me new cards. I had to go another week without access to my bank and the only reason that I was allowed access to my bank was because on XX/XX/XXXX I called a USAA rep and asked why I was not able to access my money yet. The USAA rep stated that I had a negative balance of {$7400.00} and I could not use my account until I paid off that balance, which raised the question, How am I supposed to pay that off if I am not allowed to even gain access to my account? which the rep did not have an answer. They took {$7300.00} from my savings account and I still owed {$110.00} and USAA would still not allow me access to my account. I had a friend wire money to my account to pay off my remaining balance. I thought this was the end of that situation but on XX/XX/XXXX, as I was getting ready for my vacation in XXXX, USAA took out {$3000.00} from my checking account putting my balance back at a negative of {$2600.00}. I called USAA infuriated and they informed me that the fraud investigation had ended and they found me to liable for the amount and that they are taking back the amount they credited. I explained how it does not make sense to take more money out of my account since they have already taken out {$7400.00}, to which the rep had no answer to that as well. Exhausted from dealing with USAA, I contacted CFPB to file a complaint and then USAA was quick to call me and try and work with me. I thought that now maybe things would get resolved but USAA reps called me to inform me that they would be sending a check for {$200.00} and the {$370.00} but I have never received them and it has been over a month now. As far as the extra {$3000.00} they took out, I was given the number of a XXXX XXXX ( XXXX ext. XXXX ), who works in the CEO office, I have tried to reach her 5-7 times, at the times that she specified to be called I might add, with no success and it seems that they have just decided to drop the issue altogether. Now, I decided to come back to CFPB and issue yet another complaint due to more inaction and false promises. Also, they have not given me a copy of the fraud report when I asked for it back on XX/XX/XXXX and I would love to see as they claimed me responsible for fraud and that I partook in fraudulent activity. In addition, they have not contacted me about the insurance amounts that they promised back. I am on the brink of taking legal action due to the injustice and inconvenience they have caused me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 220XX
Submitted Via: Web
Date Sent: 2019-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-23
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: on XX/XX/19, i recived a notification that someone got into my USAA account and added themselves to my XXXX list I then recieved a email a minute later stating they had transferred all but {$8.00} from my account to theirs. The bank is stating its my fault because my computer may have been compromised.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92083
Submitted Via: Web
Date Sent: 2019-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-23
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: USAA Savings Bank issued a credit card to someone using my name and SS # and is on my credit report. I have contacted USAA and reported this as well as XXXX. I believe my SS number may be comprimised. I have no documents or any correspondense of this matter
Company Response: Company believes complaint is the result of an isolated error
State: FL
Zip: 33068
Submitted Via: Web
Date Sent: 2019-09-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-21
Issue: Problem caused by your funds being low
Subissue: Bounced checks or returned payments
Consumer Complaint: While I was in XXXX XXXX in Virginia from ( XX/XX/XXXX XXXX XXXX 2019 ) for the Florida XXXX XXXX . Some unknown company deposited a check for XXXX dollars into my account some unknown person then withdrew XXXX from my account. I got a call from USAA that my account was under review and i did not know why. I called them back to get more information on the matter and that's when I found out the above information. Apparently the XXXX fraudulent checked bounced leaving me out XXXX dollar plus bounced check chargers. I told USAA this was not my debt or no one I knew was involved in this transaction. This is fraud and theft of my account. On XX/XX/2019 USAA is trying to collect XXXX from me they told me i had 60 - 75 days to pay the debt, then on XXXX XXXX they kept calling me to pay the debt immediately. THIS NOT MY DEBT. THIS IS THEFT/ FRAUD.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32714
Submitted Via: Web
Date Sent: 2019-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-20
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: Online access is restricted upon checking USAA claiming I have filed too many complaints and the company is exercising its right to terminate the relationship with me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 981XX
Submitted Via: Web
Date Sent: 2019-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-21
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: On XX/XX/2019 I became aware that I no longer had access to my USAA Savings account, which contains nearly all of my life savings outside of my XXXX, XXXX, and the nominal amount in my checking account. This was highly concerning and put me in a good deal of duress. When I called the customer service line, at first they could not locate my account at all. After a period of time, I was informed that my savings account was a custodian account, technically a UTMA account created when I was a child, and due to a recent manual update, I no longer had the ability to view the account or make any actions related to this account. They informed me that this change occurs at the age of XXXX ; I am now XXXX XXXX XXXX and have had access to the account until XX/XX/2019. I received no notice in advance of this change, nor did my father, who they say is the custodian of the account and today still has control of the account. My understanding, after some research, is that I should have had full access to this account when I turned XXXX. I was made aware of an internal memo related to this issue. I asked for a copy of this memo or any other written document related to this change in policy, and I was informed that they can not provide anything in writing. I asked for a copy of the recording of the conversation and they were unable to provide it. I received a call from USAA tonight, XX/XX/2019, informing me of the same. This episode is very concerning to me. I contacted my father and he has transferred the funds to me in full, but I am not certain he had any obligation to do so, and I am worried that there are other XXXX-year-olds out there who have had their life 's savings taken from them without recourse. I do not understand how USAA could have concluded that an account I should have had sole control over when I turned XXXX was given to my father.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 022XX
Submitted Via: Web
Date Sent: 2019-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-20
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I have been with USAA for several years. I recently switched my banking over to USAA. For weeks they have asked for documentation and ID. All of which I supplied multiple times. On the XXXX without any notice other than the same email I have responded to they froze my checking and savings accounts. I did not get one phone call to my cell or home. I do not have 1 voicemail from USAA. I do not have a USAA number in a blocked list or anything. I called them, supplied the documents again that they wanted. Called back instantly to make sure those were received. USAA has had everything they need for the last 3 days and yet after more than 9 calls and escalations my accounts remain frozen. I can not get my medications or food or pay bills. My bills are being returned and Im getting fees and USAA says I have to wait for the back office to release the hold and the only way they can communicate with this back office is via email. I have been paying my insurance bills for years and not one issue with identity as long as they are taking your money. I have even had my father who is next of kin supply documents and his XXXX and license and still here I sit going into day four with no access to my checking or savings accounts because I was just told I have to wait till the back office gets to me because Im not next in line. I would understand if there was something going on but there isnt and they have what they need and basically I have to wait until USAA decides I can have access back to my own money! I was told they do this to everyone and if I had known that then I would of never ever switched banks to USAA. I have called everyday explaining the urgency in me seeing my dr for my XXXX meds and I had to reschedule 3 times costing me {$50.00} that I cant pay right now either. Once they got what they asked for my accounts should of been unfrozen immediately. Im not a new customer I have been one for like 10 years. They need to stop doing this to people without making sure they have made contact with someone. A call and voicemails would of been nice to my house and cell none of wish I can locate and I have searched all call history extensively. They send an email to an app I may not login to that day and its not specific either. Its the same one theyve sent over and over. I need access to my account immediately. I need food and to pay bills. Im racking up fees and late fees. Is USAA going to pay the {$50.00} to XXXX dr or late fees to cap one or anyone else? I shouldnt be waiting 4 days to access my funds.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21223
Submitted Via: Web
Date Sent: 2019-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A