Date Received: 2019-02-20
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: USAA is stating that I didn't pay XX/XX/2019 car loan payment and that the payment was reversed. I tried to pay via my wife 's account and although they debted her account they sent a check because we made one also via my USAA account. It states on my account the payment was reversed, but I never receieved a refund to my account with USAA. I only received a check from the attempt to take from my wife 's account. Now they are saying I never paid XX/XX/2019. They took from my account and never gave me a refund to my account. So now I'm out XXXX dollars They also reported my account late for 30 plus days over XXXX cents instead of informing me I was late on XXXX cents. I never receieved notification that I was short XXXX cents. Now I have a late payment on my account for XX/XX/2019 and they are claiming I never paid XX/XX/2019. Nothing makes sense.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 91722
Submitted Via: Web
Date Sent: 2019-02-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-19
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I am a member of USAA since XX/XX/XXXX and on XX/XX/XXXX after getting my direct deposit from my employer ( XXXX XXXX ) through XXXX XXXX XXXX, I made a transfer from my XXXX XXXX XXXX account to my USAA checking account ending on XXXX in the amount of {$1100.00} through the USAA app, Those funds were intended to make my bill payments such as car payment, XXXX, etc and keep it separated from XXXX XXXX XXXX account with every day transactions. As soon as I finished making my transfer, I received a confirmation of the transaction from USAA indicating that only {$400.00} would be available immediately and {$700.00} would be on hold until XX/XX/XXXX. Since the XXXX was a holiday, I waited and today ( XX/XX/XXXX ) when I went to verify that hold on the {$700.00} funds had been released, the system indicated that funds would be held until XX/XX/XXXX ( 9 days ). I contacted USAA and spoke with several representatives, and my calls got disconnected several times as well. I spoke with XXXX in Executive Resolutions and before we started to discuss my situation, the call got disconnected and he never called me back, so I called USAA again and spoke with XXXX, who asked me if I liked automated services or speaking with representatives, then just stopped talking and my call went silent. I called again and spoke with XXXX who said she was in the Loans Dept and told me that she would transfer me to a supervisor but instead, transferred me to credit cards, then XXXX, who was condescending and told me that according to XXXX 's notes, I did not qualify to have the funds released. I explained to her that I didn't even have a chance to speak with XXXX because our call got disconnected and asked to speak with a member of the CEO 's team. I was then transferred to XXXX in the CEO 'S Office. I explained to him that I did not get the window with the date availability before completing my transfer through the app until after the transfer was already completed and the {$700.00} on this long hold was intended to pay my car, which is due and that situation was time sensitive. XXXX understood my situation, however, his only resolution was to create a ticket for escalation and told me that the minimum turn around is at least two days, which it would after my car payment due date. I was then transferred back to the Executive Resolutions Dept by XXXX and spoke with XXXX, which was not only condescending, but she was also unwilling to help me in any way and I felt as if I was disturbing her with my questions in attempt to get this situation straightened. With every single person that I spoke with today, I asked for a three-way call with XXXX XXXX XXXX for verification of funds, but none of them even acknowledged my request or responded to my request. I felt disrespected by all representatives from USAA from top to bottom, given my almost 30 years membership with them. I got paid by XXXX XXXX on XX/XX/XXXX and would not put myself on a transfer situation that would only hold my funds for another nine days. I know I have several financial responsibilities and can not afford to have funds being held when it's already available for my use. I feel that USAA does not hold the same values from previous years and mislead members on trapping situations that can cause severe damage on member 's financial responsibilities.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-02-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX is an agency employed by USAA to manage mortgages and escrow accounts. XXXX manages our mortgage and escrow accounts. Our property has two tax accounts on it. XXXX paid one account in the amount of {$6.00} ( with {$0.00} credit for full payment on time ). This account was paid on time, by XX/XX/2018. XXXX failed to identify the second tax account on the property. They failed to pay on time, thereby forfeiting the 3 % discount available ; and they incurred late payment interest charges. We had paid sufficiently into the escrow account to cover the second tax bill. XXXX mailed a check to us because they did not recognize the further tax obligation. We identified the problem and notified XXXX of the error on XX/XX/XXXX. XXXX directed us to destroy the overage check, and promised to pay the outstanding balance. Multiple phone calls and two letters have ensued as we attempt to correct the problem. XXXX eventually paid the taxes, but have made a mess of our account. Our escrow account should show a balance of {$1000.00}. They indicate a deficit of - {$2800.00}. They can not account for the balances or deficits that they are reflecting on our statement.
Company Response: Company believes complaint is the result of an isolated error
State: OR
Zip: 97322
Submitted Via: Web
Date Sent: 2019-02-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-19
Issue: Getting a loan or lease
Subissue: Confusing or misleading advertising or marketing
Consumer Complaint: On XX/XX/2019 I contacted USAA Banking via telephone. I have been a member of USAA for over 19 years. ( Membership number XXXX ) During this telephone call I completed an Application to secure Auto Financing to purchase a XXXX XXXX XXXX XXXX The application process was very easy and I supplied all the information that was requested. Several hours later I was at the XXXX Dealership with the General Manager finalizing the transaction and called USAA Banking back to verify the Interest Rate and was told my rate would be 4.28 percent on borrowing {>= $1,000,000}. During this same call the USAA Representative was even nice enough to verify the monthly loan payments in terms of how much of a down payment I was going to make on the purchase. The following Tuesday XX/XX/2019 I recontacted USAA to find out the status of my loan and was told that I was approved but the interest rate would now be 4.74 percent. There was NO immediate explanation given until I escalated my complaint to a manger who informed me that because my credit score was ONLY XXXX the interest rate was raised. I deem this to be deceptive business practices and blatantly just fraud. USAA Has refused to speak with the USAA Representative who quoted me 4.28 percent so as to verify that I was told my loan Rate was 4.28 percent. XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33418
Submitted Via: Web
Date Sent: 2019-02-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-17
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XX/XX/ - USAA Bank released funds on a forged signature from an investment that was opened from XXXX XXXX XXXX. which was administered by XXXX XXXX XXXX XXXX XXXX, XXXX. The ending equity was {$14000.00} on XXXX XXXX. This money was deposited into an account by wire transfer with USAA Bank and released by USAA Bank to the person who forged my name and stole my identity. I have a copy of the document with the signature in my name and it is clearly forged. The actual withdrawal was {$13000.00}. I have filed a complaint with the XXXX XXXX, New Mexico Police Department, the Attorney General of Texas and the Attorney General of New Mexico. A letter was written to USAA Bank on XXXX XXXX along phone calls stating they were not responsible. A letter to XXXX XXXX XXXX XXXX XXXX, XXXX. plus phone calls were made to this company and the representative of XXXX XXXX XXXX These investment companies stated USAA was responsible for not authenticating my signature which was never done. I was never notified of these transactions as I was in communication with the administrator to follow their protocol to withdraw the funds. In the meantime as I was waiting for the funds to be released to me, I had XXXX XXXX XXXX and XXXX with a long recovery period. Before I got sick, this situation put me in a severe financial hardship as this also opened credit cards in my name with various charges which I have yet to be able to resolve. This person was a partner of mine in a XXXX XXXX business. He is a XXXX XXXX and spent over a year in XXXX and is now XXXX XXXX XXXX. A hard lesson in who to trust.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NM
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-13
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: 1. USAA : Account XXXX, claiming/attempting to collect PAST DUE AMOUNT {$4200.00}.XX/XX/XXXX, USAA charged off/wrote off the alleged past due amount of {$4200.00}. Prior to this date, USAA unlawfully re-aged their claim and falsely reported 120 days past due for 3 consecutive months. At the time of the write-off, USAA cancelled and abandoned the debt, reducing it to {$0.00}. USAA issued an IRS XXXX. Currently, USAA is attempting to collect {$4200.00} and in support of their efforts, continues to report a PAST DUE AMOUNT of {$4200.00} on each of my credit reports. Once the debt {$4200.00}, was cancelled/abandoned, USAA can not later lay claim to it. USAA abandoned the debt and issued an IRS XXXX acknowledging the cancellation of the debt. This equates to the account balance being reduced to {$0.00} and/or the account balance was paid in full by an administrative act on the part of USAA. Nor can USAA defame, slander or libel their customer and/or make false claims and statements on customer credit reports. Attached you will find a supporting demonstrating the instant damage caused by USAA. I have been denied aXX/XX/XXXXLoan, based upon USAA false reporting. I can demonstrate compensatory and punitive damages and intend to seek each. 2. USAA : Account XXXX, claiming/attempting to collect PAST DUE AMOUNT {$2700.00}.XX/XX/XXXX, USAA charged off/wrote off the alleged past due amount of {$2700.00}. Prior to this date, USAA unlawfully re-aged their claim and falsely reported 120 days past due for 3 consecutive months. At the time of the write-off, USAA cancelled and abandoned the debt, reducing it to {$0.00}. USAA issued an IRS XX/XX/XXXX. Currently, USAA is attempting to collect {$2700.00} and in support of their efforts, continues to report a PAST DUE AMOUNT of {$2700.00} on each of my credit reports. Once the debt {$2700.00}, was cancelled/abandoned, USAA can not later lay claim to it. USAA abandoned the debt and issued an IRS XX/XX/XXXX acknowledging the cancellation of the debt. This equates to the account balance being reduced to {$0.00} and/or the account balance was paid in full by an administrative act on the part of USAA. Nor can USAA defame, slander or libel their customer and/or make false claims and statements on customer credit reports. Attached you will find a supporting demonstrating the instant damage caused by USAA. I have been denied a XX/XX/XXXX Loan, based upon USAA false reporting. I can demonstrate compensatory and punitive damages and intend to seek each. 3. USAA : Account XXXX, claiming/attempting to collect PAST DUE AMOUNT {$5100.00}. XXXX XXXX, USAA charged off/wrote off the alleged past due amount of {$5100.00}. Prior to this date, USAA unlawfully re-aged their claim and falsely reported 120 days past due for 3 consecutive months. At the time of the write-off, USAA cancelled and abandoned the debt, reducing it to {$0.00}. USAA issued an IRS XXXX. Currently, USAA is attempting to collect {$5100.00} and in support of their efforts, continues to report a PAST DUE AMOUNT of {$5100.00} on each of my credit reports. Once the debt {$5100.00}, was cancelled/abandoned, USAA can not later lay claim to it. USAA abandoned the debt and issued an IRSXX/XX/XXXX acknowledging the cancellation of the debt. This equates to the account balance being reduced to {$0.00} and/or the account balance was paid in full by an administrative act on the part of USAA. Nor can USAA defame, slander or libel their customer and/or make false claims and statements on customer credit reports. Attached you will find a supporting demonstrating the instant damage caused by USAA. I have been denied a XXXX XXXX Loan, based upon USAA false reporting. I can demonstrate compensatory and punitive damages and intend to seek each. 4. USAA : Account XXXX claiming/attempting to collect PAST DUE AMOUNT {$3400.00}. XX/XX/XXXX, USAA charged off/wrote off the alleged past due amount of {$3400.00}. Prior to this date, USAA unlawfully re-aged their claim and falsely reported 120 days past due for 3 consecutive months. At the time of the write-off, USAA cancelled and abandoned the debt, reducing it to {$0.00}. USAA issued an IRS XXXX. Currently, USAA is attempting to collect {$3400.00} and in support of their efforts, continues to report a PAST DUE AMOUNT of {$3400.00} on each of my credit reports. Once the debt {$3400.00}, was cancelled/abandoned, USAA can not later lay claim to it. USAA abandoned the debt and issued an IRS XXXX acknowledging the cancellation of the debt. This equates to the account balance being reduced to {$0.00} and/or the account balance was paid in full by an administrative act on the part of USAA. Nor can USAA defame, slander or libel their customer and/or make false claims and statements on customer credit reports. Attached you will find a supporting demonstrating the instant damage caused by USAA. I have been denied a XXXX XXXX Loan, based upon USAA false reporting. I can demonstrate compensatory and punitive damages and intend to seek each.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-02-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-12
Issue: Fraud or scam
Subissue:
Consumer Complaint: I submitted a payment through my USAA app using XXXX of {$600.00} on XX/XX/2019 to a person posing as a dog breeder. The payment was for a puppy that was never received. I called USAA and filed a complaint with XXXX on XX/XX/2019. USAA told me that there was nothing they could do. XXXX contacted me on XX/XX/2019 stating that they do not offer any protection for payments made through their service.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78209
Submitted Via: Web
Date Sent: 2019-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-12
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/XXXX, I received multiple transaction alerts for charges I did not do. On XX/XX/XXXX only one had posted so I filed a dispute through USAAs application. They issued me a provisional credit while they researched the claim. On XX/XX/2019, I was informed via email that the investigation was complete and it was found that the fraudulent activity did not occur. The " evidence '' they provided to me was 5 pages and included the following : 1 ) Acquirer Allocation Pre-Arbitration Questionnaire 2 ) Merchant Response 3 ) Vivid Seats Cancellation Policy 4 ) ACM Purchase Details 5 ) Proof of Delivery The proof of delivery sent the product I didn't purchase to an email address other than my own. And the vivid seats cancellation policy, under place order, has it being submitted for {$1600.00}. Luckily it didn't go through for that amount and only went through for {$180.00}. The compelling evidence they found was that the CVV was used in the purchase which according to them " ... indicates that the card used to make this transaction was fully authorized, and the further attached evidence indicates the methods in which the purchase was delivered to the cardholder. '' After recieving this information I reached out to USAA to get a phone number to speak to someone in the fraud department. The first person I was able to get in contact with agreed with me that this was a fraudulent transaction after looking at the evidence and transferred my call to a colleague. After waiting on hold for XXXX minutes I figured the department was closed and ended the call. I called back to USAA again and got in touch with someone who said they were in the fraud department and informed me that I could contest this claim and again cited the delivery email address not being mine and and the attempted {$1600.00} charge as unusual. After getting off the phone with this representative I was convinced someone had taken this invasion seriously but I was wrong. Today, XX/XX/2019, the provisional credit issued to me has been reversed and my account overdrawn. I again reached out to USAA and was informed that the they " are not able to have this case reopened '' which means I was lied to by the two previous representatives who assisted me. I work in the financial industry and through this experience I have lost faith in our ability to protect consumers information and the banks themselves.
Company Response: Company believes complaint is the result of an isolated error
State: VA
Zip: 22153
Submitted Via: Web
Date Sent: 2019-02-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My house was damaged by hurricane Irma in XX/XX/XXXX. I received a check from the insurance company ( XXXX XXXX ) for {$69000.00}. The check had my mortgage company ( USAA ) listed as one of the payees so I needed their endorsement to cash the check. I provided all required information that USAA asked for to show the house was repaired. They even charged me {$35.00} to have an inspector inspect the home to insure it was fully repaired. I overnight mailed the check to USAA and they received it on XX/XX/XXXX. I spoke with them on XX/XX/XXXX. They advised me they would endorse the check and send it back. On XX/XX/XXXX they cashed the check and advised me they deposited into their account. They no longer feel the inspection that they was completed in XX/XX/XXXX and that they charged me for in XX/XX/XXXX is good enough. They have not rescheduled another inspection they are just letting it sit for now. They have provided no details on what they now require. They have stated they are reviewing the file and let me know what they will do once the review is complete. Their website " XXXX '' states my inspection was cancelled and needs to be rescheduled but, I can't reschedule it because it is completed. From XXXX to present I completed all the repairs to my house. Their inspector agreed that all repairs had been completed in XX/XX/XXXX. They have now cashed the check and are keeping the funds because they are unhappy with the inspection they completed and charged me for. I have even asked them to apply the funds to the mortgage balance. USAA stated they are not able to do that because the funds are not mine. They stated the funds are now theirs until they complete the review with no details about what they are reviewing.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-11
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: To Whom It May Concern : Good Day! As today XXXX XXXX I am writing you to take a look my concern and I take this seriously. My name is XXXX I received a letter from you and my radius debt collector as well and Id been calling USAA and after the ring itll go to operator or most hang up. So what USAA desire to fix this? As my concern may I ask for a dispute regarding the account from USAA. I spoke to a USAA representative I believe the name was XXXX last XX/XX/XXXX of XXXX. They mentioned the call maybe monitored or recorded so if I will request for you to take a look for the voice recorder and you will find a proof of evidence aside from the attached document I provided here. When the agreement mentioned and I agreed upon last XXXX XXXX I started paying {$55.00} on XXXX XXXX and the upcoming months it will be {$75.00} starting XX/XX/XXXX until XX/XX/XXXX and my last payment should be on XX/XX/XXXX. I called the USAA again last XXXX or XXXX for me to double check and I am excited because finally I will be out of debt from USAA but unfortunately they mentioned I still owe of {$650.00} and because of this scenario USAA put a {$730.00} amount definitely I DON'T AGREE with that esp when I spoke to a representative and I make sure no hidden charges or I will be done by XXXX of XXXX and he made sure that I will be done by XXXX and suddenly not. I was deceived and my credit score were affected so badly so I demand for a dispute for this and fix my credit score nor credit report and the balance I owe which should be about {$210.00} only and I demand as well for a debt free from USAA. I am looking forward to hear from you and fix that needs to be fixed. Thanks in advance.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: HI
Zip: 96707
Submitted Via: Web
Date Sent: 2019-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A