Date Received: 2019-03-25
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I have an AUTO Policy with USAA. My vehicle was deemed a total loss. The bank whom also manages my checking account collected money off the top of this vehicle loss. I contacted them and told them I will not be adding any other vehicles and I did not have any vehicle rental options on my policy So It Should Have been Closed. Instead they kept withdrawing payments from my account stealing my money via draft. I filed a complaint with the CFPB last week 2 times and they sent a man names Mr XXXX to call me. He threatened me telling me that If I sued him he would simply report a lapse in my coverage when I dont have a vehicle! I told him cancel the policy and this is what he told me! Please assist me in canceling this policy. I sent you proof that the Investigation was over. I need an executive to help me in this matter. They sent me a check and collected a percentage on the loss. Close my account now.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33312
Submitted Via: Web
Date Sent: 2019-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-25
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: USAA FSB partial account number XXXX ( page 17 of the attached credit report. ) is incorrectly reporting to XXXX ; XXXX and XXXX a late payment in XX/XX/2019. I contacted USAA FSB and the representative I spoke to, her name was XXXX admitted that a mistake was made and that the reporting of the late payment on our credit report is incorrect. XXXX told me even though the mistake is on their end, she said they do not have the means to give us a forgiveness letter, nor do they have the means to contact the credit bureaus to have the late removed. They sent us a dispute form ( copy attached ) that we filled out and did send back to USAA FSB for them to review. We demanded a correction and after a very lengthy telephone call, approximately 2 hours, the call ended with the representative from USAA FSB for me to call us back in 1 to 2 days to get an update. We have not yet heard back from any representative with USAA FSB and the incorrect reporting is still showing up on our credit report. This incorrect reporting is harming our credit score.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80817
Submitted Via: Web
Date Sent: 2019-03-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-24
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Previous problems depositing funds at only ATM next city over. XXXX min drive each way. USAA NEVER covers gas for not having their equipment working. On XX/XX/19 went to XXXX XXXX Va ATM. Only one in area. Wasn't accepting ANY deposit. I had CASH. I'm trying to cover funds and there is NO WAY for us to put in funds in our account that is cash.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23320
Submitted Via: Web
Date Sent: 2019-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-25
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I made several cash advances and regular purchases while having promotional balances. I made payments greater than the minimum payment to payoff the cash advances and regular purchases balances, however this did not eliminate the cash advances and regular purchase balances. Currently the interest is minor, but I am concerned that I will not be allowed to pay one of my promotional balances before it expires. Instead the bank will allocate my payment so that they can charge interest.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78414
Submitted Via: Web
Date Sent: 2019-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-23
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: USAA Bank ; with whom I Bank with, issued me my USAA automobile insurance check for a total loss accident. They did not want to close the account and tried to collect fees as if the account wasnt closed however I received the check and they must now close the account. They had someone contact me but they keep stalling after I received the check. Proof of this is the fact that they refused to upload the check on their app because it would show that the account had to be closed. Attached is proof of payment please make them close the account. They dont have integrity at this Bank. They keep taking money from my account for payment when the auto policy has ended and check was issued. Please read the check date. They must close the account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33312
Submitted Via: Web
Date Sent: 2019-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-23
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I contacted USAA over 40 times regarding a dispute. I asked to appeal this dispute with my credit card after speaking with XXXX. I uploaded an exhorbitant amount of documentation. The CEO office said XXXX, I never called in XXXX to dispute the transaction. I told her I will put my hand on my son 's life that I most certainly disputed it in a timely manner. USAA refused to investigate. Now, they made a barrage of XXXX excuses to appeal. I was told by XXXX in the CEO office she was reaching out to a analysts to call me. This was another blatant lie. She lied about me never calling in. She leaves a voicemail that states I did dispute it but now the time frame is out. All of it is the most extreme case of incompetent XXXX bankers I have ever done business with in my life. I filed one complaint already and this is for refusing to follow up and appeal it after making a incident report with XXXX and uploading documents all month long to their commands. If in fact the debit was out of the time just say so from the jump! No, because it wasn't, this is just another narcissistic evil XXXX move.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93307
Submitted Via: Web
Date Sent: 2019-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-23
Issue: Getting a loan or lease
Subissue: Changes in terms mid-deal or after closing
Consumer Complaint: The auto loan officer said in Words, which were recorded on their end, that my loan would start on XX/XX/XXXX and not to worry about signing although it said XX/XX/XXXX because I'll put some notes in there saying to change the loan to XX/XX/XXXX and now they won't do anything about it. Principle of being lied to and having to spend money earlier than expected. From a large company. This type of action or lack of reaction from there organization only makes me plan to close all my accounts asap.
Company Response: Company believes complaint is the result of an isolated error
State: TX
Zip: 78640
Submitted Via: Web
Date Sent: 2019-03-23
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-23
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Date -XX/XX/2019. USAA restricted any acces available to view and make transactions from my checking account, they restricted my debit card also. All of this without notice, I called them the same night and even the next day, they assured me it would get resolved within 3 business day, they did not provide me with any other information as to why they did this without notifying me. When I called on Friday XXXX XX/XX/2019 I spoke to a male usaa customer service rep and I then expressed my concerns with being able to purchase groceries for my XXXX small children and gas for my vehicle He then sated you will be able to use your debit card so I asked him for my avaiobalance in which he said XXXX ( I dont recal exact amount but it was over XXXX. I knew this was correct because my check from work had been deposited the previous day. When the call ended I was upset but at the same I felt ok since I was still able to use my debit card to take care of my kids and transportation needs. As I left work for the day I realized I needed gas to complete my 1 hour and 30 minute commute from work to home. My card was declined at the gas station, I called usaa again and a lady on the line stated that the information was incorrect my card was also restricted.i was shocked and very upset, I depended on this company and trusted their word. Now I was left stranded far from home, I called several times even reached out to them on social media via messenger. They could not help me at all, and suggested I call friends in the area to loan me money.. I dont have family or friends nearby..I even begged with the representative to at least allow more use XXXX $ ( of my own money ) to at least make it home..but they cold not help me..I waited for a resolution and nothing..they basically said I was on my own and had to figure it out myself..I was left stranded and without any access to my own hard earned money or available friends or family to help me out. I was forced to beg for money from complete strangers for me to get home. I am a XXXX veteran diagnosed with XXXX, XX/XX/XXXX as a result of a deployment in support of XXXX XXXX XXXX. This situation heightened my symptoms and I now that I am home with my kids, I am being forced to sell personal belongings in order to purchase food for my kids. All of this because I trusted USAA and left my money in their hands.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92336
Submitted Via: Web
Date Sent: 2019-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XX/XX/XXXX I called USAA/XXXX to ask why there were so many " payment reversals '' on my account and why the XX/XX/XXXX payment posted, was reversed and re-posted for a different amount ( higher interest and lower principal ). Came back to the account on XXXX XX/XX/XXXX and USAAXXXX had moved a monthly payment ( amount $ XXXX principal XXXX interest XXXX escrow ) and moved an additional principal payment ( amount {$170.00} ) from the date XX/XX/XXXX into an escrow payment. I have been trying since that date to get this reversed. I was told that this was done at my request. I do not think that I requested this. It does not make sense to me to move money from principal to escrow years later. The mortgage company will not allow me to hear a recording or see a transcript of the call without a subpoena ordering access to such. Further, I am told, if I present a subpoena for this, it is considered that I am being represented by a lawyer and the mortgage company will only speak to that lawyer about my mortgage and not to me directly. I am told that is not a written policy that I was presented before I entered in to my mortgage with them and it is not in any of the forms I signed at my closing, but it is " more of a policy '' of XXXX/Nationstar ''. USAA does not claim any responsibility for XXXX 's actions, except they claim to have reviewed the phone call and verify that I asked for this money to be transferred. This person 's name is XXXX XXXX. He and I spoke on XXXX XX/XX/XXXX and he was going to reverse the {$1100.00}. Other people that I spoke to at USAA or XXXX : XXXX : first person I had contact with moved the money initially and told me he would move it back. Never made contact with me again. XXXX : spoke to her on XXXX XX/XX/XXXX XXXX : spoke to him on XX/XX/XXXX, told me he initiated the reversal and would take 3-5 business days. He set a call back for me, left me a voice mail. I called back because the transaction was not completed. He then told me it would be done in 24 hours. Was not completed. XXXX : XXXX XX/XX/XXXX promised it would be fixed 2-3 business days. Called XXXX XX/XX/XXXX was promised 2-3 business days. XXXX : XX/XX/XXXX was told " there is no law '' stipulating this has to be fixed in any time frame. His " manager '' XXXX XXXX told him it will be done " next week '' guaranteed. This still isn't fixed. I did not know that payments from 2 calendar years ago could be moved into the escrow account. I do not know how much clearer I can make it that I do not want payments from XXXX moved into the XXXX escrow account. I do not know how much longer I should be expected to wait for this to be corrected. I do not know how much longer is considered reasonable. I do not know if USAA/Nationstar is being truthful. I have recorded most of our conversations after learning of their " subpoena '' deal. I have attached the 2 statements, as the account was on XX/XX/XXXX and on 5 XX/XX/XXXX ( after they moved 2 payments into escrow ).
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 627XX
Submitted Via: Web
Date Sent: 2019-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-21
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: My USAA ATM/ debit card was canceled due to a mass re-issuing done by the company ( USAA ). I recieved no texts or phone calls warning me that my card would be canceled. The newly re-issued card was lost in the mail but USAA canceled my current ATM/ debit card without telling me. I now have no way to access my funds and will be without money until approximately Tuesday, when the new card is supposed to get to me according to the customer service representative. USAA has shown very little concern for my issue or my general well-being considering I rely on this ATM/ debit card to make everyday purchases. Please note that my old card was fine. It wasnt expired, lost or stolen. The mass re-issue was initiated by the company and the old cards were all canceled without warning.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33143
Submitted Via: Web
Date Sent: 2019-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A