Date Received: 2018-09-09
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: In mid XX/XX/2018 I utilized USAA 's app in search of a Home Equity Line of Credit. The app provided information regarding that service, along with initial mortgages and refinancing services. Some of the information regarding the services were provided in the same areas. The Home Equity and refinancing services were positioned to accompany mortgages in a pre-approval process which asked questions the services. During the pre-approval process there were questions pertaining to each service that had to be answered in order to proceed. Although I was seeking Home Equity services, I had to answer questions relating to mortgage and refinancing. Upon submitting my application I was informed through the app that my credit report would be ran as a " hard pull '', meaning it would show on my credit history. After submitting my application I was informed that I needed to call USAA to provide more information. Upon doing so I was informed that USAA no longer offered Home Equity services and that I shouldn't have seen any information regarding it or apply for pre-approval for it. My credit report did reflect the " hard pull '' from the pre-approval process. I was informed by XXXX ( lender number XXXX ) that information remaining on the app regarding Home Equity services would be looked into and that she would pass my credit report being pulled along to get it reversed since it shouldn't have been offered. She also asked me to email screenshots of the services being offered on the app and the application process, which I was unable to do due to the apps security and being prompted for another " hard pull '' on my credit history. Upon receiving a Notice of Action Taken on XX/XX/2018 regarding an application for a " First Mortgage '' through USAA dated XX/XX/2018 I contacted USAA to inquire if the " hard pull '' still existed. I was eventually transferred back to XXXX who informed me that because I had consented to the " hard pull '' and filled out answers pertaining to a mortgage, the " hard pull '' would remain and that Home Equity services were not part of the pre-approval process. I reminded her that Home Equity services information was provided and their services offered to me at the time of my application, and that service was the one I was under the impression by the app that I was applying for regardless of the pre-approval process having questions for multiple services. I requested a supervisor after she refused to assist me in removing the " hard pull ''. She transferred me to XXXX ( XXXX ) in the Resolution Team who gave the same response as XXXX . Upon asking for a supervisor I was informed that no one there would be able to help me since I admitted to submitting the application, eliminating the possibility of fraudulent activity. I informed him that I felt the issue was fraudulent due to the fact that the app had offered Home Equity service information, positioned it as part of the multi-service pre-approval process and failed to even offer that service at that time. After 57 minutes and 48 seconds, including hold time and me asking for his supervisors name and voicemail, he finally took down a callback number and said he would pass it along to his supervisor to review. XXXX also stated that, due to this being a non-fraudulent issue, the " hard pull '' would stay per policy. I am still in the process of choosing a Home Equity vendor, but my ability to secure one is hindered by USAA 's " hard pull '' on my credit report for a service which they ceased to offer at before I submitted my pre-approval application.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 38464
Submitted Via: Web
Date Sent: 2018-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-09
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: In XX/XX/2018 I performed a n {$18000.00} balance transfer to a promotional 0 % offer on my USAA credit cards. I spoke with a representative prior to confirm I could continue using the card for everyday spending, and that my payments would be applies as follows : minimum payment to fees, interest, and/or the balance transfer and that all payment in excess would be applied to the higher interest purchases. It was obvious very quickly that I was being charged interest every month on my new purchases, despite paying enough to cover the minimum payment an new purchases. I spoke with USAA again, it was possible it was because of the timing when I would make my payments. Over the next several months I tried various things and was always being charged interest. Finally, I decided not to spend any more on this card and only have the balance transfer on it. My new spending for the cycle ending XX/XX/XXXX on XX/XX/XXXX was {$3300.00} and my balance transfer balance balance was {$13000.00}. XX/XX/XXXX I paid {$3500.00}, and on XX/XX/XXXX I paid {$1000.00}. On my XX/XX/XXXX statement my Balance transfer balance is now only {$100000.00}. This means of my {$4500.00} XXXX payments roughly {$2400.00} was paid on my balance transfer at 0 percent interest. The application of my payments has not followed any prescribed formula that they told me, and also violates the rules set forth in the CARD Act regarding applying payments to the highest rate balance first. I have asked the company repeatedly to address this, they will not.
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: CA
Zip: 92120
Submitted Via: Web
Date Sent: 2018-09-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-09
Issue: Getting a credit card
Subissue: Sent card you never applied for
Consumer Complaint: I got a car insurance quote from USAA last month but that was the total extend of my interaction with them. The quote was more than twice my current premiums so I did not complete the application ( even after my ignored mail/email/phone contact from them ) Today I received a Visa charge card with a {$8.00} balance and {$24000.00} credit limit that I never applied for.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 953XX
Submitted Via: Web
Date Sent: 2018-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-08
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: My vehicle was broken into on XX/XX/XXXX while parked at a shopping center. My bag was stolen along with 5 credit cards and my drivers license. My bank, USAA, is denying my claim of fraud. My son and I went into XXXX and purchased some school supplies in the amount of {$8.00} with my USAA debit card. ( Card 1 - used with a pin ) Meanwhile, the criminal that broke into my car via a smashed window, went into XXXX located right next door and used my other USAA debit card ( Card 2 - used as a credit card ) that he stole from my vehicle just moments earlier for the amount of {$410.00}. My son and I walked next door to XXXX to purchase additional school supplies and spent {$150.00} with my USAA debit card. ( Card 1 - used with a pin ) Timeline for charges : XXXX XXXX - Fraudulent charge by XXXX XXXX, suspect ( Card 2 ) gift cards ( on camera ) XXXX XXXX - Charges by me ( Card 1 ) school supplies XXXX XXXX - Charges by me ( Card 1 ) school supplies XXXX XXXX - Charges by me ( Card 1 ) bottled water It is Texas and summer so it was hot waiting for the detective to finish with the fingerprinting. My son went back into XXXX and purchased several bottled waters for us and the police officers in the amount of {$6.00} with my USAA debit card. When the police arrived at my vehicle, they said that they might know who committed the burglary of my vehicle. Come to find out, they were already at XXXX because XXXX security had called police and let them know that XXXX XXXX ( The thief ) was in the store. He had broken into other vehicles that morning. Report number XXXX XXXX Police Department, XXXX County. Fingerprints were taken at the scene as well. Suspect - XXXX XXXX, DOB XX/XX/XXXX, age XXXX, CID # XXXX ). I have since spoken with the XXXX County DA, XXXX XXXX, phone number XXXX. She advised me that they offered XXXX 2-20 years in the penitentiary. Please see attached fraud report with additional information. Anyway, he was arrested and police gave me back my USAA debit card ( Card 2 ) along with several other credit cards and my drivers license that he had in his possession at the time of his arrest. He attempted to use another card but it was declined. None of us ( including the police and myself ) were aware at the time that he had used or tried to use any of my cards. We all thought that he didn't have time to use them before being arrested. He did take a bag from my vehicle as well and put it in his vehicle before going into XXXX. His vehicle was towed to the police station to be fingerprinted. My bag was returned to me a few days later with everything in it as far as I know. Detective XXXX was handling the case, his phone number is XXXX. Now to back to the debit card fraud. I noticed the following day on XX/XX/XXXX when I looked at my bank account online that an unauthorized charge of {$410.00} was used at XXXX. I filed another police report that night. Report number XXXX with the XXXX Police Department, XXXX County. I received a denial letter from USAA on XX/XX/XXXX saying that : Thank you for your patience while we researched your dispute below : Fraud claim # : XXXX Debit Card # ending in : XXXX Merchant Date Amount XXXX XXXX XX/XX/XXXX {$410.00} After a thorough investigation, we have determined that the above transaction is not fraudulent. I immediately called USAA after receiving the letter and asked them to reopen the case. It is clearly fraud. They opened it back up but only to be told again that it was not fraud. I have reached out to USAA Bank on numerous occasions for assistance. I have sent in a fraud packet to them along with a notarized statement. I submitted a letter asking that the charges be reversed. I am a 19 year member of USAA and they are calling me a thief. I am an outraged that USAA would not fully investigate and return my money that was stolen. During one of my numerous calls to USAA since XX/XX/XXXX, one lady advised that perhaps it was declined the first time as not being fraud since the same card was used. I explained that I had two cards. She said that that should never have occurred but it had ; I have two cards exactly the same, with the same security code. I have sent them a picture of the two cards and will attach one with this letter. She also said that I did not report it immediately. First, I did not know - the day of the break-in, but called when I noticed. The first USAA representative had me put my checking account on a hold and told me to call when I needed to use the card. I did not want to cancel the card all together because I had to pay for my window to be replaced that evening on XX/XX/XXXX and as a XXXX I only get paid once a month on the XX/XX/XXXX. Several bills were about to be automatically paid. When I called later in the week on XX/XX/XXXX to use the card at a car wash to vacuum up all the glass from the burglary a USAA representative told me that the card was on a hold but monthly withdrawals would not come out if they had been set up with the debit card. I told her to go ahead and release the hold. Hopefully since the criminal was locked up, no more fraudulent charges would appear. I called a few days later on XX/XX/XXXX to ask the status of my claim and when to expect my money back, the USAA representative told me that no one had ever marked any transactions as fraudulent. What? How can this be? I had already spoken to several people. I am pretty sure that USAA documents all calls and that there is at least a record of me calling. I am not sure why this claim is being denied but it is clearly fraudulent. I was told on XX/XX/XXXX that the case will not be looked at any further. A senior analyst looked over the case and it was determined not to be fraud. She said that is the final answer. The criminal, XXXX XXXX was arrested with my cards in his possession. There is video tape from XXXX showing him smashing my vehicle window along with him using my card for gift card purchases at the checkout. He was arrested. I can't image how they can claim it is not fraud. They are clearly being very unprofessional and downright disrespectful to me. I have always thought of USAA in high regard and being extremely ethical. I only know now that the company is not standing behind me during my time of need. I am a single parent of XXXX boys and an XXXX XXXX XXXX. The burglary happened on XX/XX/XXXX and school started on XX/XX/XXXX. I am extremely busy and this has caused me much grief and effort. I love my XXXX XXXX XXXX that was burglarized but I just sold it because I couldn't handle the heartache it caused every time I got in it after all this mess. USAA has clearly added to my XXXX and XXXX. Thank you for looking into this matter.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: TX
Zip: 76063
Submitted Via: Web
Date Sent: 2018-09-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-07
Issue: Managing the loan or lease
Subissue: Problem with fees charged
Consumer Complaint: In XXXX of 2016 I refinanced a XXXX XXXX XXXX and financed an XXXX XXXX XXXX with USAA Federal Savings Bank. I did both loans over the phone. Within the first few months I noticed I was falling behind in payments on the XXXX XXXX. Of course this was recorded on my credit report. I called USAA and asked what was going on. I was told the XXXX XXXX was scheduled for a monthly payment but the XXXX XXXX was scheduled for a payment of {$390.00} every 14 days. I explained to USAA at the time I didn't set the loan up that way. I was XXXX XXXX military and my pay was distributed on the XXXX and XXXX of every month. It didn't make any sense to set up a loan payment every 14 days. USAA is well aware of the military pay schedule the bank was founded by military Officers. I was told by USAA because of a contract between them and I agrees to a payment of every 14 days, they were expecting the payment. The only thing they I could do is refinance the loan. That was ridiculous. Why would I have my credit dinged because your representative made an honest mistake. I believe the representative who made check mark on my application agreeing to every 14 days for a payment made an honest mistake. Of course this can't be checked because the loan was processed over the phone. Anytime you mention biweekly and every other week to someone you risk the person has the frequency confused. Knowing my pay schedule I wouldn't have knowingly agreed to an every 14 days payment because I didn't get paid that way. In XXXX of 2016 I was XXXX retired from the XXXX after 17 and 1/2 years. I called USAA in XXXX of 2016 and asked if they could help me by adjusting my XXXX contract because my pay would change from twice a month to once a month. They told me to refinance the car to change the frequency. Again I opted not to because I didn't want my credit dinged. At least twice a month USAA charge me late fees on the XXXX. At this point I have totally lost track how much money extra i'm paying in late fees. Also USAA applies how much money they want to my principle and interest rate. The online database which shows how much money is going to the principle and interest is inaccurate compared to what USAA representatives can see on their screen. I can make a payment of XXXX dollars. One month they will put XXXX toward interest and XXXX toward the principle. The following month I can make a payment of XXXX dollars. USAA will put XXXX dollars toward the principle, XXXX dollars toward interest and XXXX dollars toward late fees. Another example ; USAA online database will say I owe XXXX dollars on the XXXX and when I call the representative will say I owe XXXX dollars.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23602
Submitted Via: Web
Date Sent: 2018-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-07
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: In XXXX of 2018 I notified USAA Bank I would be traveling to XXXX from XX/XX/2018 to XX/XX/2018. I asked the bank to remove my daily balances of XXXX dollars so I can withdraw a couple thousand dollars to pay for my resort and rental car in cash. XX/XX/2018 my online banking was suspended due to suspicious activity. I tried viewing my accounts online to check my balance and was unable. I called USAA but my connection was horrible. I was able to successfully call them on Monday XX/XX/2018. I was given back online access for about 10 minutes. At which time I realized there was fraudulent activity on my account. The representative wanted to cancel the debit card. I asked her to wait until I looked for the debit card to the fraudulent account because I still had money in there. I also have an additional checking account with USAA and I wanted to transfer my funds from my fraudulent account into my non-fraudulent account so I could have access to my funds in XXXX. During this time I didn't know where either debit card was. I was then restricted from viewing my checking accounts with USAA again. On Tuesday XX/XX/2018. I called USAA back. I found both cards and had them cancel out the debit card which had the fraudulent activity. On Wednesday XX/XX/2018, I received a notice saying USAA was investigating my fraud claim and would receive a temporary credit. 10 minutes later I received a follow up email saying my fraud claim was denied. I called USAA. I was told the claim was denied because I had access to the debit card which the fraudulent activity supposedly happened. On Thursday XX/XX/XXXX, I called again and filed another fraud claim on the same account. I was told that the previous representative processed the claim improperly. I went line by line with the representative and reported the charges which were fraudulent. I called in to check the status the following day and was told the claim was filed improperly. The representative said they needed to remove me off the suspicious list to process my claim. I later found out my account was restricted from XX/XX/XXXX to XX/XX/XXXX because I logged into a computer in XXXX to check the account. They asked was it me. I said yes and they removed the restriction. ( Question, why would USAA restrict my account if I gave them a travel notice? It was due to the restriction I couldn't see the fraudulent activity happening to catch it ). A few days later I received a notice saying I would be issued a credit for XXXX dollars, while the investigate. The credit amount was way over the total of charges I listed as fraud. A few days after the credit USAA cancelled my debit card on my second account. I never called and asked them to that. It was random. I called and asked. I was told unfortunately there's nothing we can do. We apologize. So now I'm in XXXX without any access to my USAA accounts. I couldn't have them mail a new bank card because the hotel I stayed wouldn't allow mail to get to you and XXXX is a Third World Country good luck trying to get mail coming from the states. I finally came home to the U.S. on XX/XX/XXXX. I received a notification that USAA denied my fraud claim again and was debiting the account where the temporary credit was issued. I called USAA and found out my fraud claim was processed wrong again! I went line by line with another representative in XXXX of 2018, over which charges were fraudulent. That was about two weeks ago. I haven't heard anything back in regards to the fraud. I haven't received any new notifications. Meanwhile my account where I reported the fraud activity is in the negative over 4000 dollars. Another issue with this case is when USAA did the investigation on this account, they investigated legitimate fees I paid to other bill collectors. When I filed the claim these bill collectors weren't mentioned as fraud. For example my storage unit XXXX XXXX XXXX was paid for in XXXX of 2018. USAA took the money back from them because I filed the fraud claim which didn't include them. At no time did the claim involve my storage unit. They also took money back from the CASHAPP where I sent money to a family member. Her account was debited XXXX dollars. XXXX was never included in my fraud case. Please assist.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23602
Submitted Via: Web
Date Sent: 2018-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-07
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: I filed Complaint # XXXX about USAA and many problems I have encountered with them. My investment account has sat for more than 2 years with little or no activit. Now, because I spoke out about the mishandling of my accounts have retaliated against me for filing my complaint with you. Inevitably, they refuse to make correction to any of the issues and USAA continues to : 1. Bill me {$270.00} for an auto insurance policy that was terminated because the car was stolen ( police report was submitted ) .USAA attempted to charge the premium to my checking account despite the cancellation ; thus, my checking account went into overdraft. No correction has been made to this issue. I have given them proof that my insurance was moved to another carrier when I later purchased a new vehicle 2. Refuse to acknowledge that my social security number was on file correcctly with the bank, the brokerage firm, and the insurance company.A copy of my social security card was submitted at the inception of my banking relationship with them. XXXX transferred my stock to them using my correct social security number ; thus, I know the number was correct on the brokerage side.And, as for the insurance, I know my number was reported correctly because they immediately placed a negative mark on my credit for the undue premium. As detailed in the attached letter from USAA, they lost the XXXX I submitted, at their request. I completed the form and mailed it back in the self addressed stamped envelope that was i sent to me by USAA. How am I the customer supposed to be responsible for how they handle the mail they receive? 3.Online access to my account is restricted and has remained restricted for years. One agent removed the restriction XX/XX/XXXX, the next day, the restriction was back in effect. 4.On XX/XX/XXXX, I requested a sale of XXXX stock . I was told that I COULD NOT perform the trade over the telephone and would have to submit written documentation. I submitted the written request to sale 10 ( ten ) shares of XXXX stock and transfer the funds to my XXXX XXXX account. I did not receive a response to my written request for more than 7 days, thus, I called again. The agent I spoke to on the second call, instructed me that my written request had been received but would not be processed ; the trade had to be performed telephonically. She then stated that she would forward my request to an agent to perform the trade. Moments later, I was forwarded to an agent. The agent began processing the trade, as he stated the trade value, I noted that he was selling XXXX XXXX XXXX stock, not the XXXX as I requested. He was told immediately of the error. He placed me on hold to make correction. When the agent returned to the phone, he told me that the trade was instantaneous and he could not correct his error. Instead of owning the human error, USAA refuses to acknowledge that my written instructions stated to sell XXXX stock and that is all that the agent was supposed to do. His error cost me unnecessary fees and USAA 's human error of losing my XXXX, cost me undue backup withholding.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MS
Zip: 396XX
Submitted Via: Web
Date Sent: 2018-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-07
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I am missing the following payments regarding my VA mortgage loan as well attaching screenshot regarding XXXX once again has inaccurate information that my property has recently been in a natural disaster within the past week. I have again contacted FEMA and my homeowner 's insurance company in which they stated should not have been submitted because this is false information. They are now as well both involved since this continues showing up by the person behind the computer screen at your company intentionally adding this after each CFPB complaint that I file. The following months are missing on my credit report in which I have the signed and cash checks by your company : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. XX/XX/XXXX. I was told via tape conversations you may want to pull through your company that after forbearance. All payments would be submitted that are missing for the year XX/XX/XXXX. You now tell me that if you submit the payments you will mark them as late however I was not told they will be marked as late since XXXX XXXX misguided me at the beginning of this entire process. How am I to do as XXXX XXXX stated refinance my home when my personal bank XXXX XXXX needs to show that my credit report matches the payment history you submitted to me via email late last week there are missing payments 13 as of today with the credit bureaus. On one bureau report there are payments that were being reported during the forbearance. Yet on another Bureau report there are not. Regardless natural disaster is a false report an allegation that needs to be removed immediately off of XXXX and any other Bureau at the person behind the computer screen submitted the report. I also need missing payments reported and I'm not talkin late payments because I have been miss guided through this entire process while your representative XXXX XXXX almost 18 months ago. It was your company that was an admittance that XXXX XXXX misguided me and remove me from forbearance I'm making my last payment and removing forbearance from the loan.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 470XX
Submitted Via: Web
Date Sent: 2018-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-06
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: USAA randomly chooses to hold credit card payments for up to ten days. The is the second time I have had my payment held. This time, my high utilization affected my credit score even though I made the payment. I have called and asked three different representatives who have given me three different answers. One told me I have to sign up for a bank account to get rid of the issue. One told me that they as a company were not able to control the algorithms that withhold payments. And the last one told me that the federal reserve was the reason why they would not credit my account with my payment. It is part of the terms of agreement that they can hold payments for up to ten days. But now they are implementing this more frequently. That, and they will not give me a reason as to why. I have had the credit account for more than 6 years and used the same bank account to make payments on this card. It is only recently that they have started implementing this hold. I do find it necessary to file this complaint because it is an abusive policy written in the fine print. If I knew they would do this I never would have begun doing business with USAA. I have no idea whether USAA will withhold my assets from me and for how long when I use my card, it causes all sorts of problems with automatic bill pay. For those who are less financially stable, putting a ten day hold on a payment could be very difficult. Thank you
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30041
Submitted Via: Web
Date Sent: 2018-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-06
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: I called the company USAA & was told I could skip a payment by extending my autoloan by a month which I requested. The following month I found out I wasnt eligible being that my car loan was less than a year old. Being that they didnt auto draft my payment Im under the impression everything is as discussed so when I notice my payment the following month says late so I contacted them & thats when Im informed of the situation. Ive disputed, called them & explained. A couple of times the employees have understood & actually saw the notes but said they didnt have the authority to change it since a 2-4 months had passed. They forwarded me to their XXXX department to file another dispute which led me here. I literally just got off the phone with USAA & they sympathized but instead of admitting fault and doing the right thing by removing the 30 day late notice from my credit report, they have to understandably support the USAA & coworkers. Understandably I have to do whats best for me & I will not stop until it is removed. I will not be punished by USAA for being misinformed by USAA.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 360XX
Submitted Via: Web
Date Sent: 2018-09-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A