Date Received: 2019-05-02
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: A fraudulent signature document was used to obtain USAA mortgage loan lender number XXXX from USAA Federal Savings Bank XXXX XXXX. A limited Power of Attorney was given to my then husband XXXX XX/XX/XXXX ) from whom I am now separated since XX/XX/XXXX. I just found the documents that show how our ( XXXX XXXX XXXX XXXX, XXXX XXXX, South Carolina XXXX ) marital home was placed in his name exclusively and then went from HUD loan to XXXX XXXX XXXX while I was under the impression that the house was being refinanced in both names. This is what my limited POA provided for. Although married to XXXX XXXX XXXX, the loan application completed by XXXX XXXX XXXX # XXXX, only completed Request for Transcript XXXX Return for XXXX XXXX. I was however required to produce my income information at some point in the process so it is quite apparent that he was married. This HUD to USAA mortgage is not recorded to secret the transaction. The Uniform Residential Loan Application indicated that the purpose of the loan was for cash out and it is represented that the loan amount is more than the expected refinance. Also, from what I can see XXXX XXXX has allotment from his military pension for the mortgage to be paid but the USAA mortgage statement indicates this is a reverse mortgage although he is not qualified and not age 62. USAA 's Mortgage Loan Originator XXXX XXXX also known as XXXX XXXX has used her position at USAA to commit mortgage XXXX while a paramour with my husband. There is an improperly photocopied signature page with my name that he has been using for these kinds of transactions. The one I found has no date and a signature of a notary without any details of who this person is. Currently, our SC XXXX is indicating that it is owned by XXXX XXXX. This is mortgage XXXX. USAA has been uncooperative and obstructs my attempts to obtain any financial records including my own since XXXX. Because of the extra-marital affair as a measure of the influence of their administrative team, intentional harassment has occurred through various actions they have taken against me, which include denial of access to my own account and spontaneously change the manner in which I can make payments of auto loan and credit card accounts still in effect. Selectively, they have refused to take action against XXXX XXXX when this first started as he informed them what he was not going to do as it relates to the joint auto loan. What primary loan borrower can designate that to a creditor? Additionally, about the same time, there's another mortgage equity loan on our XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, Florida property that show 's XXXX XXXX '' mother as a co-borrower with SS # ending XXXX. His mother XXXX XXXX died XX/XX/XXXX, in XXXX, XXXX XXXX and I informed the XXXX XXXX probate court of her death XX/XX/XXXX when I found altered Will as well as a fraudulent Will.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29445
Submitted Via: Web
Date Sent: 2019-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-02
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I have contacted XXXX XXXX XXXX, and USSA about an entry they are reporting about me that is fraudulent, and was opened as an act of identity theft. USAA allowed for both a personal loan and a credit card to be opened in my name without my permission and fraudulently. I have tried to work directly with USSA many times and tell them that neither of these accounts were opened by me and have gone into great detail explaining to both USAA and XXXX XXXX where USSA reported the debt to that this was fraud. I have provided them a police report that outlined that I was a victim of identity theft and that many fraudulent accounts were opened in my name and correct social security, every since I was a victim of identity fraud. When I have spoken to both of these companies they have both refused to assist me and told me that did not care that I stated I was a victim of identity theft/fraud they would not remove their derogatory reporting of the se two fraudulent accounts. My identity was stolen when my wallet was taken from me in XX/XX/XXXX when I was robbed. I have had about 17 charge cards, 2 auto loans, and 3 personal loans opened in my name due to this fraud/identity theft, and none of these fraudulent accounts should I be held accountable for. USAA told me in one of the calls that I had with them that the accounts they claimed were opened in my name were included in a bankruptcy, Well I have never filed a bankruptcy EVER, and either of these parties can check my XXXX File, My XX/XX/XXXX File, and My XX/XX/XXXX File and they will see there is no record of any bankruptcy that I filed. Both XXXX XXXX and USSA are acting in a willful manner of inflicting emotional distress upon me by continuing to report this fraudulent information. They are defaming my character by them continuing to disseminate information that has nothing to do with me except the fact they allowed fraudulent accounts be opened in my name and they are totally unwilling to act in accordance of the FCRA and rectify this matter. I am attaching a copy of my most recent credit report that will affirm that I was a victim of identity fraud/theft and am asking for the immediate removal of this fraudulent information..
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30341
Submitted Via: Web
Date Sent: 2019-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-02
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I was on temporary XXXX ; and went into a XXXX Pay Status at work. I have been in contact with USAA/XXXX the entire time. I made a payment arrangement with the mortgage company so that my mortgage would be paid and there would be no issues. USAA/XXXX agreed to keep showing my account as current without any negative comments. My credit reports are showing XXXX late payments and this is having a very negative impact on my credit. I contacted USAA/XXXX again this week, and spoke to a representative, who assured me that the late payments would be corrected. I have filed disputes with all of the credit reporting agencies : XXXX XXXX XXXX XXXX. However, the incorrect, negative information remains on my account. Thank you.
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: FL
Zip: 344XX
Submitted Via: Web
Date Sent: 2019-05-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-01
Issue: Struggling to pay your loan
Subissue: Lender trying to repossess or disable the vehicle
Consumer Complaint: Usaa sent a repo agent to my work. Repo agent used his Rottweiler as a weapon to intimidate me. Dog was lunging and aggressively barking at me putting me in fear of my life.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 020XX
Submitted Via: Web
Date Sent: 2019-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-01
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I'm an XXXX XXXX XXXX XXXX that arrived to XXXX with my wife and XXXX kids under XXXX orders on XX/XX/XXXX. On XX/XX/XXXX, I noticed that my USAA daily checking account wasn't available on my phone application, but thought it was a system error since I had just updated the USAA Mobile App on my phone. The next day I had my wife, an authorized owner of the account, verify with the USAA web page that the account still didn't appear. I then suspected that the account had been closed when my phone got disconnected due to a failed automatic withdrawal. I immediately called USAA to inquire the reason for the closure of my account that I use to pay all my and all USAA products that I own. Their excuse was that my XXXX sister, one of the four authorized account owners since XXXX ( me been the primary ), had not provided proof of identification and therefore the account was closed. Again, she is a XXXX years-old XXXX person that can't speak XXXX XXXX on her own. I have been using this account for nearly 9 years and its were my XXXX check gets deposited every XXXX day of the month, yet USAA decided to close this account without notice and with zero consideration to what damage closing this account for one of their loyal members. I had to make a {$14000.00} loan to match this XXXX 's paycheck since XXXX won't resubmit this month 's check until my next payday, which is on XX/XX/XXXX. At the time I called USAA, I asked them to simply remove my sister and reinstate the closed account ( which would have been the preferred initial course of action ), but they said that was impossible and that they could not help me.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-01
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: XX/XX/XXXX, I submitted {$250.00} with my application for a " USAA Secured Card Platinum Visa card. '' The card was received with a letter stating " ... more ways your card is working for you : -- helping you build/rebuild your credit. '' My credit limit is {$250.00}. The CD matures XX/XX/XXXX. XX/XX/XXXX, I rang USAA, and spoke with " XXXX. '' She informed me that " closing the CD would close my credit card. '' XX/XX/XXXX, I received a letter from USAA stating " your CD ... will soon mature. If no action is taken, your account will automatically renew in a CD with a similar term. '' XX/XX/XXXX, I rang USAA, and spoke with " XXXX. '' He restated what " XXXX '' had previously said. I was then transferred to " XXXX '', who was *supposed* to be a " credit card specialist. '' In fact, " XXXX '' is in the " new accounts '' department. She stated that there is no procedure whereby my account could be " graduated '' OR " converted '' to an " unsecured card. '' Furthermore, my {$250.00} CD will be applied directly to the outstanding balance. It is worth noting that the cumulative amount of interest paid on my CD ( as of XX/XX/XXXX ) = {$2.00}!!! My payments have been made on a timely basis, automatically withdrawn from the same checking account, are usually above the minimum amount, and my balance has NOT exceeded {$250.00}. Closing my account will negatively impact my credit score -- contrary to the very reason I opened the account in the first place!!! In contrast ( XX/XX/XXXX ), I submitted {$150.00} with my application for a " XXXX XXXX Secured MasterCard '', and a credit line of {$200.00}. XX/XX/XXXX, I was notified that my credit line had been INCREASED to {$600.00}. I rang XXXX XXXX, to confirm that a mistake hadn't been made. I was informed that they proactively review accounts, my account was " in good standing '' and my payment history justified the increase. Upon receipt of the notification from USAA, I once again rang XXXX XXXX. " XXXX ' '' informed me that the CD security is held for the " life of my card. '' However, XXXX XXXX ALSO proactively reviews accounts, my account *can be* " upgraded '', and the CD released to me. Had I been advised that my {$250.00} would be held indefinitely, I would NEVER have opened an account with USAA. Furthermore, 2 years is most certainly sufficient time for USAA to recognize my credit " worthiness. '' Indeed, XXXX XXXX made such a decision after only 6 months!!! USAA is, once again, engaging in unconscionable predatory practices. Reference prior CFPB complaint XXXX, wherein a " defender hold '' was placed on my payment for 10 days, and I was accused of " money laundering. '' I have been a USAA member for 29 years, and am currently facing a lose-lose proposition. My credit rating will be irreparably damaged. USAA 's ( current ) slogan is " good enough is NOT good enough. '' Indeed, USAA is NOT EVEN " good. ''
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-30
Issue: Struggling to pay your loan
Subissue: Lender trying to repossess or disable the vehicle
Consumer Complaint: Company threatening to repossess the vehicle. Filed multiple complaints and retained an attorney. Notified usaa of the attorney. On Saturday usaa removed the debt from my credit report. Company is now refusing to talk to me about the removal from credit report. Willing to pay whats owed but I want an explanation first. Attorney said this is a good thing and good chance now its removal means no longer obligated to pay. I want an explanation before payment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 020XX
Submitted Via: Web
Date Sent: 2019-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-30
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: In XX/XX/XXXX, USAA notified us that they needed to verify the Identity of the account holder. Since only the 1st and last name were given, I verified my information as requested. In XX/XX/XXXX the notices continued, and I called in on XX/XX/XXXX to understand why they persisted. It was at that point we were told they were looking for my son 's identification ( same 1st and last name but a different middle name ) We uploaded his drivers licenses as requested but did not have a social security card available. We were offered that a W2 could be used instead since it was a federal document with his SSN. We uploaded that and were told that we had satisfied the requirements and it would take the back office a few days to complete everything but not to worry. On XX/XX/XXXX, the checking and savings accounts of my son became unexpectedly, unavailable. This caused him several issues since he was expecting to have access to his funds over the weekend. I spent 4 hours on Saturday and 4 hours on Monday, trying to reach someone at USAA that could resolve it. The people that answer the phones had no way to change the account status and the people that can fix it were never made available to answer the call. The following are some of the concerning things said to me about this situation by various reps. " It is required by law, Homeland Security and the Patriot Act, that when requested by the bank, the customer must present their Social Security Card '' ( I have since read the Patriot act and have found that to be a very untrue statement ) " Because he can not present his Social Security Card, he may be a XXXX or laundering money '' " Until you provide the Social Security Card, you will not have access to this account '' " Because I have violated the rules and given you too much information about your sons account, my Manager refuses to talk to you and will not allow me to provide her name '' Point of clarification, this is a nested account that I opened for him when he was about XXXX so more than 10 years ago. My name is also on his account and prior to USAA confiscating this account, I had access to move funds in and out through my master account log in. There were many more anti-customer things said but here is a summary of my complaints. As best I can find, there is no Federal requirement that mandates you must have available at the banks request your Social Security Card. ( He has a number, we just couldn't find the card on XX/XX/XXXX when they asked for his, specifically. ) We could have started the process to request a replacement card, shortly after XX/XX/XXXX had we known that it would still be a requirement however we were told that what we provided would be enough. Restricting access to both the checking and savings without any notice or further attempts and continued refusal to access the funds must be illegal! The notice previously given was no longer valid, since we called in and spoke directly to the rep that assured us, it will be taken care of. ( Side note, I had called in about a week prior to the XX/XX/XXXX incident with issue of making a deposit to his savings account, had there been any additional need for identification, that would have been an opportune time to alert me ) Finally, alerting the bank to the mistakes made, the laws broken and requesting this be escalated higher was categorical and repeatedly denied. I am requesting Federal intervention and will be happy to make available any and all documents needed. ( accept for the social security card, we still need to request a replacement )
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KS
Zip: 660XX
Submitted Via: Web
Date Sent: 2019-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-30
Issue: Problem with a lender or other company charging your account
Subissue: Money was taken from your account on the wrong day or for the wrong amount
Consumer Complaint: USAA Savings Bank sent me a letter on XX/XX/XXXX stating that approximately {$180.00} restitution was due to be returned to my USAA Federal Checking Account resulting from a CFPB Audit that was completed. I have been asking my bank ( USAA ) since XX/XX/2019 when will my restitution be deposited into my account. Since XX/XX/2019, USAA Federal Bank has informed me that they can not provide me with a date that my restitution will be deposited into my checking account since its up to CFPB to inform USAA. Can you please let me know if this is true? Can you please let me know when my restitution resulting from your audit of my bank USAA will finally let me receive my restitution? Would this restitution include any interest that might have been added since XX/XX/2019 if I had received this restitution on time? If CFPB is " holding '' up my audited restitution funds, what date can I expect to receive these funds deposited into my USAA Checking account? Thank You, XXXX XXXX, XXXX, XXXX ( XXXX ) XXXX-XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 330XX
Submitted Via: Web
Date Sent: 2019-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-29
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 continue to report information on my credit report, stating that a credit card was opened XX/XX/XXXX with USAA Federal Savings Bank. This was investigated by XXXX and deleted off the account. I have sent copies to each credit bureau of the deletion yet they still refuse to remove it. Also, XXXX ( opened XX/XX/XXXX ) is reporting on XXXX. I have sent three letters, one of which showed proof that this account was removed from XXXX and XXXX, yet XXXX continue to report this on my report. XXXX XXXX is reporting about an account which is showing an opened date ( XX/XX/XXXX ) how is this possible. I never received any bill stating anything of a hospital bill of {$110.00}. I don't know anything about this account. There is proof that USAA and XXXX have been investigated and deleted from other bureaus yet they are still reporting on at least one of the bureaus. According to the Fair Credit Reporting Act Law, this is a violation with the reporting bureaus of non-compliance of which I've sent three or more letters asking for proof of these accounts. Asking them to provide the original documents with my signature. This is damaging my credit report and I am thinking about seeking justice for any inaccuracies that are being reported on my account.
Company Response: Company can't verify or dispute the facts in the complaint
State: TN
Zip: 37211
Submitted Via: Web
Date Sent: 2019-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A