Date Received: 2019-01-10
Issue: Managing the loan or lease
Subissue: Problem with fees charged
Consumer Complaint: I bought a new XXXX XXXX XXXX from the dealership and signed a contract to pay them x amount. I now, 5 months later, owe more than I borrowed from USAA Federal Savings Bank in XXXX XXXX, XXXX and have made no principle payments while I put XXXX miles on the vehicle. Hard to say but it's probably close to $ XXXX in principle and equity I have lost. The only options I had for payments for the past 4 months was to pay the entire balance until this week where I can now start making regular payments, every 2 weeks. I have called USAA 5 times about this with no resolve. I heard it is illegal to charge someone interest without giving them the option to make payments and bring the balance down. They did not give me that option. They took the dealers check, which still didn't solve the problem and used it to make the first 4 months payments on the additional amount I never borrowed???????? Even then the balance was still more than what I borrowed. They tried to blame the dealership but they received from the dealership a signed contract with the balance due and should have never charged me anything over what I agreed to pay, nor should they have been charging me interest on anything over the past XXXX XXXX months. To this day I have never been able to get the balance due down to the original loan amount. This is completely unfair and there's nothing I can do about it. You need to change the laws to protect consumers. Tell everyone in the country that if this happens to them there's nothing they can do about it if they live in another state as their bank headquarters. It's completely ridiculous. Or you need to change the law and not allow people to use out of state banks for this reason. Now the bank won't even talk to me about this.
Company Response: Company believes complaint is the result of an isolated error
State: NC
Zip: 278XX
Submitted Via: Web
Date Sent: 2019-01-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-09
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: This is the Second time this company has failed to refund an escrow overage within a timely manner. They usually take over 30 days, and often what is said is not usually done. XXXX XXXX, loan serviceer for USAA, Has withheld my escrow overage check. The loan closed XX/XX/XXXX ( was paid off XX/XX/2018). I called several times : Tuesday : XX/XX/XXXX- Check was disbursed XX/XX/XXXX and XX/XX/XXXX it was sent out. No tracking number was given. I notified them that I had not received that check only a pay off overage for {$30.00}. No viable resolution was offered. I offered to pay to have it shipped overnight. XX/XX/XXXX another check was disbursed again with no tracking number. XX/XX/XXXX I spoke with the executive resolutions department - XXXX & her supervisor XXXX. I called again today & was told again, The stop payment was approved. I have been promised yet another Date Friday ( XX/XX/XXXX ) for direct deposit this time. XXXX XXXX is certainly doing a disservice to any USAA member. 3months ( when by law its supposed to be returned within a 20-45day time period ) to receive any refund is absurd and this unethical business practice was the sole reason we paid out of pocket to refinance with another lender.
Company Response: Company believes the complaint is the result of a misunderstanding
State: TX
Zip: 78363
Submitted Via: Web
Date Sent: 2019-01-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-09
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I submitted a dispute to USAA and over the last several months, USAA has not properly investigated my disputes. They have instead closed my disputes and reversed the charges without a proper and though investigation.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20772
Submitted Via: Web
Date Sent: 2019-01-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-08
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: XX/XX/XXXX - called USSA for justification *had policy explained redundantly, transferred to resolution department *resolution department extremely rude and unhelpful *Senior memeber advisor to the super boss told me i was not allowed to record him and disconnected the call. Even though they were recording. He said he would not email me any policy letter that shows what he was informing me on and i could find the information myself online. Apparently, explaining i was stranded on vacation and could not wait 5 days for the funds ... an exemption wont be granted that will release XXXX because of XXXX worth of clarification. Instead he captured the complaint for a team to reveiw. When banks are too big to need customers we clearly have an issue. Take your money to a bank that doesnt spend millions on marketing to cover up terrible customer service. Or contiue to receive explanations like you clicked agree so technically we can hold it for a week.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 338XX
Submitted Via: Web
Date Sent: 2019-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-08
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: This is an update to the claim where the bank reversed a credit of XXXX TWO times and they were wrong and did it in error and now recently sent me an email claiming they will give it back but have yet to give it back. I have made 0 purchases as a result and they never issued the the money back yet claimed they have by email. Please have a President Vice President or CEO contact me and oversee the process where it is Actually, given back to me and not just stated that it will be given back to me. They have my account in the negative because they never gave it back after claiming they would give it back. Please stop them from stealing from me and messing up my account ledger.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33312
Submitted Via: Web
Date Sent: 2019-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-08
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: On XX/XX/2018 I traded two cars into a dealership that had loans with USAA. The dealership arranged credit for the two new vehicle purchases and obtained a 14 day payoff from USAA. I called USAA that night to cancel my automatic payments on those loans. I was given an effective date on the XXXX and the XX/XX/XXXX for each automatic payment cancellation request and told that I would not be charged. On the XX/XX/XXXX one loan payment in the amount of {$170.00} acct # ( XXXX ) and the following day on the XX/XX/XXXX the second loan payment processed in the amount of {$170.00} acct # ( XXXX ) I contacted USAA on the XXXX to notify them of this issue and was assured that the second payment would not process. I was also assured that they would refund my money as quickly as the following week. On the XX/XX/XXXX I called back and was informed that it was a mistake and that I should have called in earlier on the XXXX to cancel the automatic payments ( ACH ) transactions as I was already past the cutoff time for a cancelled payment on the XXXX. They could not explain why the two previous employees informed me that the payments would not process and they did not offer any support in acquiring a refund. Over the next week I called several times, provided a detalied verbal statement to three additional customer service represenatives and two managers and was told that the mistake way my fault. It took an entire month for the refund to be issued. During that period my existing auto loan was paid in full by the new lenders for the new vehicles I had financed with other lenders and a loan overpayement deposit was made to my account. Throughout this error the employees at USAA consistantly gave me wrong or contradictaroy information and finally admitted that a system error caused the initial problem and a processing error delayed the payment of my erroneous loan payment refunds. I filed a formal complaint and I recived and apology from USAA. They did not pay any intrest or offer any real support due to this hardship and I was forced to work extra shifts to make up the difference in funds that I did not get for an entire month.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 225XX
Submitted Via: Web
Date Sent: 2019-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-07
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I closed a USAA credit card account on XX/XX/XXXX after I received the XXXX statement which closed on XXXX/XXXX. This statement included the following : " ... ACCOUNT RENEWAL NOTICE. YOUR ANNUAL FEE OF {$40.00} WILL BE BILLED ON YOUR NEXT STATEMENT. YOU MAY AVOID THE FEE BY CALLING US AT XXXX XXXX XXXX AND CANCELLING YOUR ACCOUNT .... '' I called the number and cancelled the account on XX/XX/XXXX. In early XX/XX/XXXX, I received the XXXX statement which closed on XX/XX/XXXX and which included the {$40.00} which was posted on XX/XX/XXXX. On XX/XX/XXXX I spoke with a USAA credit card representative who stated that the {$40.00} fee was unavoidable since I had closed the account 5 days after the fee was posted. So it seems I paid a yearly XXXX fee for a USAA rewards credit card, even though I cancelled it in good faith.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22309
Submitted Via: Web
Date Sent: 2019-01-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-07
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: 2 months ago I applied for a mortgage and in order to obtain it I had to pay down any large debt that my husband owed USAA CREDIT CARD was one of my larger debtor so XXXX XXXX XXXX advisor XXXX XXXX suggested we pay them off in full. I investigated the charges to my account and discovered most of the charges were made after we had moved from our former address and were for XXXX XXXX males would order. I contacted XXXX and found out they mailed out a new credit card to my old address and two minor males at that address were purchasing body building products with the card XXXX sent to my old address in my name XXXX XXXX XXXX. I called XXXX and stopped the card use, determined what my real balance was, paid that off and requested they close the account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33064
Submitted Via: Web
Date Sent: 2019-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-07
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: USAA continually reports incorrect information on my XXXX credit report for the Date of First Delinquency ( DOFD ). They currently show the DOFD as XX/XX/XXXX which I have disputed with the CRA and USAA multiple times to no avail. According to the FCRA 623 ( a ) ( 5 ) ( A ) When you refer an account for collection and notify a CRA that you have done so, you also must report the date of delinquency to the CRA within 90 days. The date of delinquency is the month, and year the consumer 's delinquency resulting in the referral began. This first delinquency leading to charge off was XX/XX/XXXX when I first became delinquent ( 30 days ) leading up to a charge off status NOT XX/XX/XXXX ( the date of charge off status ) as they continually report knowing it is, in fact, inaccurate and a violation of the FCRA.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: MO
Zip: 65807
Submitted Via: Web
Date Sent: 2019-01-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-06
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: {$5700.00} of fraudulent charges were made with my credit card between XX/XX/2018 and XX/XX/2018. {$2800.00} of these charges were credited back to us in a timely manner by USAA. The remaining {$2900.00} of fraudulent charges has NOT been credited to us, despite numerous attempts at resolving the issue with USAA ( through phone calls, online chats, emails, online document uploads, and a letter delivered via USPS certified mail ). Details of our attempts at resolving this issue with USAA are provided in the attached supporting documentation. In addition, USAA has been charging us interest for non-payment of the remaining fraudulent charges. All of the unresolved fraudulent charges were reported on an additional page attached to a signed affidavit submitted by us to USAA in early XX/XX/2018. It appears that this page was over-looked by USAA 's fraud department. We have attempted to bring this to their attention by several phone calls and written methods of communication but have received absolutely no response from them. In our last attempt at communication with USAA - a package of documentation delivered via certified mail - we specifically asked that USAA acknowledge that they received the information and were working on resolving the issue. We still received no response.
Company Response: Company believes complaint is the result of an isolated error
State: CO
Zip: 802XX
Submitted Via: Web
Date Sent: 2019-01-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A