Date Received: 2019-01-26
Issue: Fraud or scam
Subissue:
Consumer Complaint: Today on XX/XX/2018 I was defrauded of concert tickets I was trying to buy for myself. I asked XXXX XXXX, the seller of the two tickets, if she could send me her XXXX and she insisted we use XXXX for the transaction. I have sent money to my family using it, as our bank uses it, so I felt safer knowing it was backed by my bank. After sending her {$50.00} she immediately blocked me. She gave me the number ( XXXX ) XXXX and the name XXXX XXXX ( I now feel as if it is a fake name and possibly number ). I am angry and upset that I am in this position. I do not know what other options there are. I would just like that this person pays for their inhumane actions. I do not know what else I can do. USAA cant get the money back from her. Any and all help in resolving this matter is appreciated. Let me know what else needs to be done in order for me to have this resolved.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78249
Submitted Via: Web
Date Sent: 2019-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-25
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On the XX/XX/XXXX and XX/XX/XXXX, i had XXXX $ withdrawn from my account by atm card with chip and pin was used. I called USAA to report the transactions on the XX/XX/XXXX around XXXXt when i saw the withdrawals. Then when i activated my new card issued to me on the XX/XX/XXXX, the very next day on the XX/XX/XXXX, another XXXX $ was taken from my checking account. Now i dont know if it was the old atm card info that was used or if it was from the new atm card. Only I and the representative from USAA knew the pin number for that new atm card. So I reported that withdrawal that same evening when i noticed it. Well USAA has investigated and told me today that the fraud claim is denied and I am not getting reimbursed the XXXX , which includes atm fees, do there being activity before and after the fraud accurred. I Explained to them that of course theirs going to be activity before and after because I didnt notice the fraudulent activity until the evening of the XX/XX/XXXX and the XX/XX/XXXX. They say that the chip on the card and pin was used so they are saying that i committed the fraud. I have filled out an affidavit that they sent me and also made a police report. Also all the withdrawals were done at the same atm machine near my home. I told USAA that it was absurd that I did the withdrawals and then go and file fraud putting my Social Security payments and my Veteran Affairs payments ( due to me being XXXX XXXX XXXX XXXX XXXX ) in jeopardy if i was making false claims to scam the bank out of XXXX $ when I receive over XXXX $ a month.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78253
Submitted Via: Web
Date Sent: 2019-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-25
Issue: Problem when making payments
Subissue:
Consumer Complaint: I have a USAA Consumer loan that was set up for automatic payment ( {$440.00} a month ) from my XXXX XXXX checking account. The payment for XX/XX/XXXX was never taken out for payment. I was unaware that the payment was not made until USAA informed me around XX/XX/XXXX. The new total due was now {$890.00} and that the payment was considered late 30 days late. At the time I was informed of the delinquency I explained that I was currently dealing with the Veteran Affairs not paying me while I was currently in school. I knew I had a debt protection on the loan incase of loss of job or unforeseen circumstances. I explained I was waiting to be paid from the VA and that I just got a new job that I was set to start on XX/XX/XXXX. On XX/XX/XXXX I transferred {$500.00} from my XXXX XXXX checking to my USAA Checking account. When I checked to see if the money posted into my USAA checking account I find out my checking account was not showing up. I called USAA and they explained my account was charged off ( to which I didn't have any knowledge ). They said they could transfer me the money back to my XXXX XXXX account but it could take 15-20 days but I would only receive {$440.00} in return instead of the {$500.00}. Told me that I could only pay the loan using my XXXX XXXX checking account and not with my USAA savings account. Said to expect the money back in my XXXX XXXX account on XX/XX/XXXX. When I checked my XXXX XXXX checking account on the XXXX I didn't have the money back from them so I called to which they explained they could transfer it back to me. The girl I spoke with accidentally transferred {$440.00} from my XXXX XXXX checking into my USAA savings instead of transferring the money they owed me. Realizing what she had done she apologized and said she would transfer it back but I would only receive {$640.00} XXXX XX/XX/XXXX ) and have to wait a few business days ( XX/XX/XXXX ) for the remaining {$240.00}. After I received the money back I was now over 60 days past due and now the total increased to {$1300.00}. I was in communication and working with them consistently and unaware that they were in fact reporting me to the Credit Bureau for missed/late payments. This could have all been avoided if my checking account was not charged off without my knowledge. I called on XX/XX/XXXX to get a 14 day payoff amount and to setup payment for {$440.00} on XX/XX/XXXX. I later found out they waived late fees but then also cancelled my debt protection without my knowledge. A payment of {$1600.00} was made on XX/XX/XXXX to bring the account to current. I spoke with them about removing the reports made to the Credit Bureau to which they informed to fill out an online form and wait about 30 days then they would mail me a result. I was advised to submit a complaint by my credit specialist.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23513
Submitted Via: Web
Date Sent: 2019-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-19
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: XX/XX/XXXX, I saw a {$380.00} charge that wasn't ours. Call USAA immediately & notified them. The card was identified as my wife 's and blocked. They told me that the money would be replaced in 1 or 2 day 's. XX/XX/XXXX, I called USAA to inquire about the money & was told that they didn't know why the Adjustments Dept didn't put the money in but that they were still investigating it. XX/XX/XXXX, We received my wife 's new debit card. She discovered that it was missing. Know that I have already called in the claim I didn't think to call USAA. XX/XX/XXXX, Still no money so I called USAA where I was told that the case was closed because the charge was completed using the chip. I explained that to USAA and they updated the case and again stated 1 or 2 days to put the money back in the account. When asked why we were not notified of the case closing, the representative did not know why. XX/XX/XXXX, Still no money. The representative stated that no new updates from the Adjustments Dept. & didn't understand why they didn't put the money in my account yet. I was also told that the Adjustment Dept. notified my wife 's INACTIVE account of the case closure. No e-mail, phone call or text. XX/XX/XXXX, Still no money. The representative stated that no new updates from the Adjustments Dept. & didn't understand why they didn't put the money in my account yet. But also told me that they have no way of contacting the Adjustments Dept. other than through there notes process. so she asked that they call me in 24 to 48 hours with why it's taking so lone. XX/XX/XXXX, Still no money. The representative stated that no new updates from the Adjustments Dept. & didn't understand why they didn't put the money in my account yet. Again I was told that they have no way other than the notes to interact with the Adjustment Dept. XX/XX/XXXX, Still no money. The representative stated that no new updates from the Adjustments Dept. & didn't understand why they didn't put the money in my account yet. Again told that they can't contact the Adjustment Dept. & still no update as to what is going on.
Company Response: Company believes complaint is the result of an isolated error
State: MI
Zip: 48162
Submitted Via: Web
Date Sent: 2019-01-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-19
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: XX/XX/2019 XXXX payment made. Missing from account. Bank has not refunded {$2000.00} that was meant for loan care. The executive resolution department XXXX and XXXX were very disrespectful and deceiving as the information given. XXXX stated money is no where that they can trace but, back office still needs to credit. I apparently need to watch my mouth when it comes to money because, money laundering is only an accusation. They dont know where the money is so ... how can that not be a true statement? An illegal activity money was taken and never returned by USAA with use of deceitful associates and accounting to continue to not know what happened and XXXX has it but, XXXX wouldnt charge an NSF on my USAA account thats how I know USAA has my money and using every tactic possible to steal my money.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 960XX
Submitted Via: Web
Date Sent: 2019-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-19
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My wife and I were trying to build a new home in XX/XX/2018. We contacted USAA and were assigned a mortgage agent named XXXX XXXX. From the very beginning we informed XXXX that we wanted to construct a new home. We also informed him that we have a POA which allows me to collect my wifes income for the purpose of paying and obtaining new debts. The POA is a general durable POA which names me as my wifes official payee to collect all of her income as if it were my own. ( Since putting the POA in place, I have been able to pay down my wifes debt and raise her credit scores quickly ). We spoke with XXXX about our unique income situation on recorded calls several times. We discussed our hesitation to apply for a loan unless our POA would be recognized and our income would be recognized as my own. My wife and I are both XXXX veterans and receive VA XXXX income. My wife is XXXX XXXX XXXX and recieves more VA income than me. We also work part time as independent contractors for food delivery services for extra income. After emailing our VA XXXX award letter amounts and POA to his email we were verbally informed over the phone that he would have his underwriters and attorney review the POA and whether our income would be recognized as my own. After some time we received verbal confirmation that documents were shown to the underwriters and attorney and that there wasnt a problem with the POA. My wife and I then decided to get preapproved and look for a home. USAA and XXXX XXXX ran our credit and preapproved us for {$180000.00}. At this point, in XX/XX/2018, we informed him that we were interested in building a home. We found a property and travelled to its location to make sure the property was as advertised online and that we wanted to live there. We found out that we needed to use a contractor that has a VA builder ID. We found one. We emailed XXXX the VA builder ID for our contractor. We were told by the owner of the property that we needed to put earnest money down on the vacant land in the amount of XXXX $ and that we would have to hire civil engineers to create a lot exhibit and residential land survey. We paid {$360.00} for the land survey and {$120.00} for the lot exhibit. We also had to travel from Illinois to South Dakota to meet with VA contractor twice to discuss where the best location to build the home would be and to draft up the instruction contract estimate for XXXX XXXX. At this point, XXXX had recieved all documents and knew exactly what our intentions were. In good faith we shared all this information with XXXX and send him emails informing him that the cost would be closer to {$200000.00}. XXXX informed us that the borrowed amount could be increased. I asked again if our income and POA were going to be okay and was verbally told on a recorded line that it looked okay and that our income was okay. We paid the engineers and the earnest money to the seller. When it came time to apply for the mortgage, I was told on the phone that USAA doesnt do construction loans I would have to find a construction loan. This was a shock for my wife and I because he knew from the beginning that we were constructing a home and we had already provided him with our contractors VA builder ID. My wife and I were referred to XXXX XXXX XXXX XXXX by our VA contractor. After speaking XXXX XXXX at XXXX, we were told that they were not going to give us a loan or recognize our POA for income. This was XX/XX/2018 and one month before closing. My wife and I asked WHY our POA was not being honored and XXXX refused to put into writing why they were discriminating our POA. They stopped answering our calls and we lost the property. My wife and I were devastated. We had already lost {$1000.00} from travel and civil engineering expenses. Our preapproval expired on XX/XX/XXXX. My wife and I feel that we were mislead from the very beginning because he knew that we were building a home and he told us that USAA doesnt fund construction loans. XXXX said we could find an existing home instead but our preapproval expired XX/XX/XXXX. On XX/XX/XXXX we found a different home and made an offer on XX/XX/XXXX. We contacted the realtor and put {$1000.00} earnest money down the new house we found. We paid {$300.00} for the home inspection and {$180.00} for the radon test. We also found home insurance and changed insurance companies to satisfy the closing. XXXX said that we had to suffer ANOTHER hard inquiry in order to process our mortgage application. My wife and I were very upset about this because we had already suffered a hard inquiry for the preapproval. Before this whole process my scores were XXXX XXXX and XXXX. We were told by one of XXXX underwriters that the application itself was hard inquiry. And we were forced to run our credit again if we wanted to purchase the home and submit the loan. I told the underwriter my concerns over the recorded phone call that I didnt want to submit to another credit check unless everything else with our application was okay ie : the POA and our imcome. The underwriter said that he couldnt do anything unless we filled out the mortgage application. I recieved a call from XXXX and I asked about underwriting and the POA. He informed me over the phone that everything was looked at by his office attorney and that the POA was good and our income was good. We suffered another hard inquiry credit check. After the credit check, I recieved my credit scores in the mail and an email stating that his underwriters were not recognizing my wifes income. I was shocked AGAIN because from the very beginning he recieved our POA and our VA award letters. His office had these documents since XX/XX/XXXX and it was now XX/XX/2018 and two weeks before closing. We were denied our mortgage and are in danger of losing this property as well. We feel that he dragged out this process unlawfully and wasnt truthful about showing his underwriters the POA prior to this process because I recieved a phone call from one of the underwriters stating I couldnt claim my wifes income. I feel that this office acted unlawfully by telling us different information over the phone to make my wife and I feel that everything was okay when Im fact they were not recognizing my income or the POA because the direct deposited checks have my wifes name on them and she wasnt on the loan due to her credit score even though we had be assured by XXXX verbally for months that the POA to claim my wifes income was okay. We are now in danger of losing this home TOO because of gross misconduct by XXXX XXXX and his XXXX office. My wife and I are in danger of losing this home and an additional {$480.00} on top of the {$1000.00} in damages we already suffered from the previous construction property. My wife and I have submitted every document requested by XXXX and his office, answered all questions asked of us truthfully and to the best of our ability and paid all money to all parties involved in good faith and based off of the information given to us by XXXX XXXX and his office. I am attaching a copy of the POA which has been in his offices possesion since XX/XX/2018. Its 9 pictures in order of each page of the POA. I am also enclosing copies of the contractor invoices.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60510
Submitted Via: Web
Date Sent: 2019-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-18
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: Hello, I received a promotion for a 18 month zero percent for balance transfers from USAA, the fee was {$200.00}. I transferred my balance on XX/XX/XXXX and then I started seeing {$300.00} dollar interest charges at the end of the month. I called to inquire and they stated the promotion on my card had expired on XX/XX/XXXX ( the day before I called ), but there was a promotion for another card that I was approved for and was on my account when I called, but I had to specifically specify that I wanted to transfer the balance to this other card. They reviewed my call and acknowledged I did discuss the 0 % promotion with the representative, but since the rep stated a disclosure, I had no recourse. So, I was charged {$200.00} for a transfer fee, then 17.9 % interest compounded over 50 days, with no recourse, refunds or anything. I was completely scammed! I then asked why was the transfer then put under a " cash advance '' that had no repayment grace period, but rather a daily interest referral, and I was told this was customary. I asked for a refund and they refused. I saw this has happened to quite a few people when I researched USAA online. I was saddened that this was USAA of all companies, no integrity or honor, both of which the service taught me! They may be within legal parameters, but what they did was immoral and unethical. I lost over {$700.00} to their scam, around the holidays no less.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: RI
Zip: 02879
Submitted Via: Web
Date Sent: 2019-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-18
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: ***LOAN FRAUD BY CURRENT USAA EMPLOYEE******NEW EVIDENCE FROM XXXX XXXX CEO XXXX XXXX ... .. HE WAS THE ORIGINAL MORTGAGE BROKER ... HE CONFIRMED HE SUBMITTED PROPER ESCROW AMOUNTS TO XXXX XXXX ... AND XXXX XXXX COMITTED LOAN ORIGINATION FRAUD IN DIRECT VIOLATION OF THE TRUTH IN LENDING ACT BY CHANGING THE AMOUNTS THEY MADE THE PAYMENT APPEAR LOWER TO THE BORROWER ... AND THEY DECIEVED THE ELDERLY XXXX YEAR OLD VICTIMS**** ***XXXX XXXX AND XXXX ( WHO XXXX XXXX SOLD THIS LOAN TO ) HAVE BEEN ACTIVELY CONSPIRING TO DEFRAUD THE U.S. GOV ... MORTGAGE INSURANCE ... AND CONSUMERS IN DIRECT VIOLATION OF COUNTLESS LAWS*** XXXX IS FULLY AWARE OF THIS LOAN ORIGINATION FRAUD AND THE LATER ESCROW FRAUD AND HAS BEEN FOR SEVERAL YEARS AS WE SOUGHT CIVIL RESOLUTION WITH A BASIC REQUEST TO HONOR OUR RIGHTS*** XXXX XXXX COACHED XXXX XXXX TO CONSPIRE AND ENABLE THIS FRAUD WHILE HE WAS EMPLOYED AT XXXX ( XXXX XXXX NOW WORKS FOR USAA AS A VICE PRESIDENT ... ALSO FOR A COMPANY CALLED XXXX XXXX ACCORDING TO HIS VOICEMAIL ) ***WE ARE MOVING FORWARD IN A COURT OF LAW ON THE CIVIL SIDE BUT I ALSO WANT TO SEE CRIMINAL PROSECUTION AND FINES FOR A CORPORATE CULTURE THAT FEELS IT IS ABOVE THE LAW***YOU HAVE LOAN FRAUD, ESCROW FRAUD, WIRE FRAUD, THEFT OF PRINCIPAL WITHOUT XXXX XXXX, MAIL FRAUD, CONSPIRACY TO DEFRAUD U.S. GOVERNMENT ( BY STEALING HOMES AND LLEGALLY COLLECTING FEDERALLY BACKED INSURANCE PAYMENTS ) ALL PROVEN AND I HAVE THE EVIDENCE TO SUPPORT IT IN ANY COURTROOM*** I want the CFPB to publish this description on consumerfinance.gov so that others can learn from my experience.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34293
Submitted Via: Web
Date Sent: 2019-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-17
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: I am very disappointed in the service I have received from USAA Credit Card Services division. I have been banking with USAA with several years. I filed disputes on my account the first week of XXXX due to my wedding planner XXXX XXXX with XXXX XXXX XXXX XXXX not rendering services that I paid to her. I've sent in documentation so I could have a strong case so it will be in my favor. When I first called to start the disputes I was told that I just needed to send in contracts and the police report. I did so. I told the representative that I have more documentation but the lady told me that contracts and police report was good enough. I've called several times checking on the status of my disputes. I was told that everything will be sent electronically and if I had any questions that I should call which I did but for some reason no one could answer the questions that I had. As well they will tell me someone will call me back. I have told USAA a good time to reach me and for some reason they can not respect my wishes. I have told them to call between XXXX-XXXX due to my work schedule. I get calls early in the morning, lunch and etc. There have been several errors in my dispute and every time I bring it up to XXXX, which is not the analyst over my account, she says I will call you back. I'm not understanding to why every time I have a question, I have to get a call back and not be able to talk about the disputes right then and there. I will mention that some disputes were permanent and she's not aware. One dispute says it will be reversed but in the same sentence it says it will be permanent. Also a dispute was made for {$2200.00} for XX/XX/XXXX and that was not true. It was for a different amount. Also, made the comment to " why was I still paying my wedding planner if she was taking my money and not paying my vendors. '' That was a very disrespectful comment. XXXX XXXX has stolen several thousands of dollars, do you really think I was going to keep paying her if I knew. My wedding was XX/XX/XXXX, I did not know XXXX XXXX did not pay my vendors until the night before my wedding. Now my time is up and my money is being reversed becuase my information was not legible. I just found it out on XX/XX/XXXX. Not one time did USAA call to let me know that my documents was not legible. I also have proof that XXXX XXXX admitted to taking the money and she owed me the money that she stole from me. I got 2 disputes that were permanent but is kind of weird how the others were not. I was told they were not in my favor, nothing else. I had one dipute that stated that I signed a contract. Yes I signed a contract that she breached. My wedding occured on XX/XX/XXXX and we had 4 vendor issues and well XXXX XXXX services in which I am due a refund XXXX XXXX XXXX XXXX. I have been unsuccessful in my attempt to get my refund back to Ms. XXXX XXXX. I've contacted Ms. XXXX and was promised a refund back to my accounts and that promise has not happend. All of the business website, social media have been deactivated and recent attempts have not be been answered. I have also been in contact with Investigator XXXX with XXXX County Sheriff 's department about my case. I'm just very disappointed at the run around, not answering questions, calling whenever they want, and overall service that USAA provided. On XX/XX/XXXX I received notification was low. I have complained several time about USAA taking money out my account and resolving the problem that I am having. I keep being told someone will contact me and no one is contacting me. Every time I contact USAA the representative claims to notate my account but they are not and when they do it has nothing to do what was talked about on the phone. I am still waiting on a call and have not received one. XXXX mentioned it was a mistake and that the funds that were not suppose to come out on XX/XX/XXXX and they did. I need my money replaced NOW. I just called and the representative XXXX just lied and said I was sent something on the XX/XX/XXXX to send in more documentation. That was not true. He also mentioned that he would find documentation and he put me on hold. He could not find documentation. XXXX said it was too late to send any information in because everything was being reversed. Not one time did anyone send and email nor did I receive a call to let me know that I need to send in more documentation.
Company Response: Company believes complaint is the result of an isolated error
State: SC
Zip: 290XX
Submitted Via: Web
Date Sent: 2019-01-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-16
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I have a bank account and credit card with USAA. They told me the best to do is tie my credit card to bank account for overdraft protection. I agreed. Over 12 months ago my automatic insurance payment caused my back account to overdraw. The bank transferred {$100.00} from my credit card to my bank account as overdraft protection. Now for over 12 months I have been paying interest on that {$100.00} as they claim it as cash advance. Over {$400.00} in interest for {$100.00}. Misleading initial overdraft details and over {$400.00} in interest for {$100.00}. Total sham. I spoke with the bank and got no where.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94066
Submitted Via: Web
Date Sent: 2019-01-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A