Date Received: 2019-02-27
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: I was alerted to a fraudulent charge on my credit card issued by USAA bank I called them onXX/XX/2018 to alert them that my credit card was being used without my authorization. I have filed a dispute and had this dispute reopened after they failed to send me information through the mail which is my preferred communication method. I submitted the documentation stating that XXXX XXXX XXXX and suites used my credit card without my authorization according to their policies. XXXX XXXX XXXX refused to reimburse my credit card and I was told that a police report was going to be filed by the manager at XXXX XXXX. This did not happen and where I unaware That a person was using my credit card to stay at the hotel. I have since reached out to USAA or than a dozen times was told someone would call me and no one has. My credit card has not beenreimbursed and the charges reversed and have been told that my dispute is not warranted. I have since submitted to refusal to pay letters which no one seems to see or acknowledge. All of the documentation I have submitted to USAA has been deleted. I want the charges for the hotel stay on XX/XX/06of 2018 he deleted from my account because I will not pay them and I want to know why my privacy and credit has been compromised due to a lack of customer service and integrity Of both USAA and XXXX XXXX XXXX and XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80226
Submitted Via: Web
Date Sent: 2019-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-26
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: This is a follow up complaint on a problem I had with funds transfer my USAA checking account on XX/XX/2019. I transferred {$1100.00} from my XXXX XXXX XXXX checking account to my USAA on the USAA app and when the transaction was completed, USAA put a hold in the amount of {$700.00} until XX/XX/2019. On XX/XX/2019 I logged on to my account and saw that USAA changed the hold until XX/XX/2019. I contacted USAA and after being transferred to several representatives, I spoke with XXXX on the CEO 's Office who told me that he filed a ticket and I would be contacted in two days. USAA never contacted me in response to XXXX 's ticket and since I also filed a complaint with CFPB, yesterday I received a voice mail and an email from XXXX XXXX from USAA, but when tried to contact her today at XXXX to discuss my car payment which USAA returned unpaid, although funds were available on my USAA checking account, I only reached her voicemail. I called USAA again and was transferred to XXXX at XXXX, also in the CEO 's office. He told me that he could not help me because he was not assigned to my case and again, my issue was not resolved. I contacted USAA on regular business hours to ensure that my problem would be resolved and that I would be able to request a letter from USAA to XXXX XXXX XXXX explaining the return on my payment when funds were on my account. but was not able to speak with XXXX XXXX or anyone else who could help me. XXXX XXXX was clear on her voicemail that she was calling me to discuss my complaint with CFPB, but didn't seem to be interested on discussing the problem with my account. Today I withdrew the funds from USAA and will make my payment to XXXX XXXX XXXX from my XXXX XXXX XXXX account, since USAA is not a reliable bank.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I currently have a VA mortgage loan with USAA, serviced by XXXX. These companies are refusing to recognize my XXXX XXXX disabled status which grants tax relief within the State of Tennessee. AS theses laws have been in place for a number of years! Attached you will find a copy of the tax bill which reflects the amount due and payable. USAA/XXXX has told me directly that I will just have to depend on the state to return this overpayment yearly! In shorth they have refused to re-evaluate my escrow using the attached bill. Please assist me in reducing my mortgage by not paying excessive collections of taxes not due or payable as indicated on the bill!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 38119
Submitted Via: Web
Date Sent: 2019-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-25
Issue: Getting a loan or lease
Subissue: Confusing or misleading advertising or marketing
Consumer Complaint: On XX/XX/2019, I started an application for an auto loan from USAA Federal Savings Bank through the USAA XXXX app, for the purchase of a new XXXX automobile. On the USAA website ( https : //www.usaa.com/inet/wc/bank-loan-auto-main? wa_ref=pub_global_products_bank_auto ) USAA advertises a discounted interest rate for using the USAA Car Buying Service and/or for enrolling in automatic payments. USAA offers a .5 % discount on interest rates for using the USAA Car Buying Service to locate/purchase a vehicle through a participating dealership and a .25 % discount on interest rates for signing up for automatic payments. Both discounts can be applied on the same auto loan reducing the approved interest rate a total of .75 % ( .5 % + .25 % = .75 % ). After beginning the auto loan application, USAA, on XX/XX/2019, uploaded two documents to my USAA account for my review. The first document was titled USAA Federal Savings Bank Your Credit Report and the Price You Pay for Credit Risk-Based Pricing Notice and the second document was letter with an attached Insurance Disclosure Form. Neither document discussed interest rates. On XX/XX/2019, I went to the Car Dealership USAA identified to complete the purchase of the vehicle. While at the dealership I completed the auto loan application ( still using the USAA XXXX app ) using an e-signature. After signing the application, on XX/XX/2019, USAA uploaded a Consumer Loans Closing Document, which contained a Note, Disclosure, and Security Agreement within it. The Note, Disclosure, and Security Agreement displayed the Annual Percentage Rate ( APR ) I was approved for, which was 4.1462 % ; however, nowhere in the 7-page document does it state that APR included either the .5 % or the .25 % discounts. In fact there was no mention of any interest rate discounts at all. I believed USAA would apply these discounts after the paperwork was completed at the dealership, which would enable USAA to confirm I purchased the vehicle from a dealership associated with the USAA Car Buying Service. Accordingly, I then had the loan documents emailed to the dealership to complete the transaction. On XX/XX/2019, USAA uploaded an Addendum to Note, Disclosure and Security Agreement. This addendum disclosed the principal amount of the loan and an interest rate of 3.64 % ( APR 3.6457 % ). This rate reflected the .5 % discount for using the USAA Car Buying Service ( 4.14 - .5 = 3.64 ) ; however, it did not seem to include the .25 % discount for enrolling in automatic payments. On XX/XX/2019, I contacted USAA to enroll in automatic payments and get request the additional .25 % discount to the interest rate of my auto loan. The USAA representative I spoke to ( XXXX ) stated that I was already enrolled in automatic payments and the original interest rate I was given ( 4.14 % ) included the .25 % discount for enrolling in automatic payments. I stated, this was inaccurate because I had not yet enrolled in automatic payments. XXXX then referred to a Loan Approval Letter which she stated was in the My Documents section of my account. I checked My Documents but the approval letter was not there. XXXX then upload the letter, which I reviewed. The approval letter stated I was approved for a loan for the purchase of a car and gave several possible repayment terms and the applicable APR. The letter stated for a loan term of 60 months, my APR would be 4.14 % and referenced a note. The note, on page 2, stated, Rate reflects a 0.25 % Annual Percentage Rate discount for automatic payments from a checking or savings account. Your loan terms may vary based upon the exact term, collateral age, collateral type and loan amount. I told XXXX, I had not received this letter previously, which is reflected in its lack of being uploaded to my account until XX/XX/2019, as seen in the attachment. Moreover, I asked why the original XX/XX/2019 Note, Disclosure, and Security Agreement did not disclose the discounts and she stated it did. I informed her it did not and she placed me on a 10 to 15-minute hold while she reviewed the document. XXXX then came back and stated, she understood my concern ; however, the discount was disclosed in the application on the app and I agreed to it. I asked her to show my any document which I signed/agreed to this and XXXX stated she could not provide it because it was in a part of the loan application the app. Accordingly, there is no document that states I enrolled in automatic payments or received the .25 % discount for doing so. Furthermore, the initial XX/XX/2019 agreement indicates my rate of 4.14 % and makes no mention of any discounts ; and the modified agreement ( the addendum ) only indicates.5 % discount being applied. XXXX stated nothing else would be done and she could not help me. Accordingly I requested XXXX transfer me to someone who would be able to assist and she transferred me to the Executive Customer Resolution team, where I spoke to XXXX. XXXX essentially stated the same information as XXXX ; however, XXXX stated several times that the XX/XX/2019 agreement reflected the final APR, which included all discounts that were to be applied. However, this did not explain how the agreement was modified via the addendum on XX/XX/2019 to reflect the .5 % discount for using the USAA Car Buying Service. I asked XXXX why the original agreement did not state the discount was included and he referred me to the aforementioned USAA website which advertised the discounts. XXXX then referenced note 2 at the bottom of the webpage, which stated : Displayed rates are our lowest Annual Percentage Rates ( APR ), available on terms up to 60 months, apply to dealer purchases and vehicle refinancing, and include a discount for automatic payments ( 0.25 % ) and for purchasing through the USAA Car Buying Service ( 0.50 % ). Rates subject to change without notice and vary based on approved credit and other factors, such as term, model year and loan amount. Monthly payments vary based on APR for which borrower is approved, term for which vehicle is financed, and amount borrowed. Financing for 72-month terms requires financed amount of {$15000.00} or greater and approved credit. Financing for 84-month terms requires financed amount of {$25000.00} or greater and approved credit. XXXX reference to note in an USAA advertisement is ludicrous given the fact that, by its very nature, its intended to attract potential customers to USAA. The note website itself indicated that it was for a displayed rate of 3.09 % APR. Furthermore, an advertisement in and of itself is not a legally binding clause on an auto loan contract. Its marketing. I asked XXXX to provide me with a single document that I signed which indicated the interest rate identified on the XX/XX/2019 agreement included the .25 % discount. XXXX first referenced the agreement itself, which he later admitted did not clearly state the discount was included. XXXX referenced the loan approval letter, which reflected an interest rate of 4.14 % and in the notes has a disclaimer which states the rate reflects a 0.25 % Annual Percentage Rate discount for automatic payments from a checking or savings account. I told XXXX I did not receive the approval letter until XX/XX/2019, but even then, the letter which XXXX states was delivered on XX/XX/2019, states, Your loan terms may vary based upon the exact term, collateral age, collateral type and loan amount in the same note which states the .25 % discount was applied. The auto loan I received does not accurately reflect the information advertised on USAAs own website. Accordingly, USAAs loan tactics and marketing are confusing, misleading, and unfair resulting in their ability to change the terms of the loan after closing.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 454XX
Submitted Via: Web
Date Sent: 2019-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-24
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I have e-Correspondence selected to avoid physical mail being sent to the house. Mail continues to come via post. I recently changed my address to my parents address with USAA since they insist I should not be receiving physical mail and I am scheduled to move overseas in 1 month. Physical banking statements are now being sent to my parents address and mail is still being sent to my current address. This lack of control 9f financial documentation adds a great financial risk to my family and I. USAA places the full account numbers in their mail. I have contacted them 2 times via phone. Once to ask why I am getting mail and to change the address. The second was to ask why I am still receiving physical mail and why it is coming to the address I changed. The bank refuses to acknowledge that there is an issue on their mailing side.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 935XX
Submitted Via: Web
Date Sent: 2019-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-24
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: I became aware of 2 USAA accounts that were taken fraudulently in my name in XX/XX/XXXX. I notified USAA directly followed by sending them an identity theft affidavit generated with the FTC. I was unable to get USAA to correct the error. I then followed back up on XX/XX/XXXX and XX/XX/XXXX through certified service, proof of service attached separately. I once again formally disputed the ( 2 ) accounts, requesting them to adhere to both FDCPA and FCRA. Both times they failed to adhere to FDCPA and FCRA regulations by not responding. I had informed them of the following as a result, " I am maintaining a careful record of my communications with you for the purpose of filing a complaint with the FTC and the Attorney Generals office, should you continue in your non-compliance of federal laws under the Fair Debt Collection Practices Act. I further remind you that you may be liable for your willful non-compliance, as per FDCPA 807. False or misleading representations [ 15 USC 1962e ] As you have now violated federal law, by not properly investigating within the required timeframe, and I have evidence of such, via certified mail receipts, you must now remove the item. Any other action ( or in-action ) on your behalf will result in a small claims action against your company. I will be seeking {$5000.00} in damages for the following : 1. ) Defamation 2. ) Negligent Enablement of Identity Fraud 3. ) Violation of the Fair Credit Reporting Act I'm also aware that, " All accounts did not meet the Metro 2 compliance requirements for reporting accurate data. I included the FTC Advisory Opinion to XXXX ( XXXX ). In sum, it is our view that a CRA that always scrambles or truncates account ( or social security ) numbers does not technically comply with Section 609 because it does not provide accurate ( and perhaps not clear ) disclosure of all information in the file. They basically state that by not reporting the entire account number, they are not reporting 100 % accurate information as required by section 609 of the Fair Credit Reporting Act.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29609
Submitted Via: Web
Date Sent: 2019-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-22
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I was denied a mortgage after having received a preapproval letter. The reason given was that I could not show regular income. Im recently retired and living on savings. I have over $ XXXX in retirement accounts. I have not started taking money out of the retirement accounts because I have other money available that has already been taxed. My current rent is {$3300.00} per month. I have the cash for the down payment. The loan amount is {$500000.00}. The P & I plus taxes and insurance is estimated to be just under {$3000.00} per month. My wife and I qualify for {$3900.00} per month in social security starting in XX/XX/2020. There is absolutely no risk that we wont be able to make the payments on the loan. We have very low debt and great credit. In our past history of home ownership we have never missed or had a late payment. I was told that their underwriter has stricter rules than XXXX XXXX and that was why we were denied for the loan.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: HI
Zip: 968XX
Submitted Via: Web
Date Sent: 2019-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-22
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: On XX/XX/XXXX USAA entered into an agreement to pay affected customers a restitution of {$180.00}. We are now 6 weeks past this initial notification date and no attempt to render payment has been made. This is continued abuse by USAA and I believe renders them non-compliant in their agreement. I am asking CFPB to issue additional relief and advocate on my behalf to enforce the settlement in a far more reasonable and timely manner.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 45236
Submitted Via: Web
Date Sent: 2019-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-22
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: USAA website and App are missing a transfer credit in my checking account. The transfer is shown on my XX/XX/2018 bank statement. A USAA phone rep and an Executive Resolutions rep have verified the discrepancy but have not been able to help me. Identifying discrepancies is difficult because USAA has just started identifying the origin of certain transfers but only on statements. USAA does not keep accurate online records for consumer accounts.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 17202
Submitted Via: Web
Date Sent: 2019-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-20
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: XXXX needs to be removed as an authorized user. I have called multiple times trying to get him removed as a user. Every time they tell me they are not allowed to remove him because the account is closed and they can not and will not remove him. This is not his card this is solely my card and my responsibility and I would really like him removed from my account. Every time I called I was on hold for at least 30 mins and kept being redirected only to get the same end result.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 714XX
Submitted Via: Web
Date Sent: 2019-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A