Date Received: 2018-09-05
Issue: Getting a loan or lease
Subissue: Changes in terms mid-deal or after closing
Consumer Complaint: Bank funded more than the car loan was supposed to be : XX/XX/XXXX - purchased a car from a local dealer using a USAA loan - Dealer sent correct purchase information to USAA for the balance due of {$22000.00} XX/XX/XXXX - Loan shows up on my USAA account for {$5000.00} more : {$27000.00} - USAA admits the dealer sent over the correct amount and that the error was on USAA 's side - The only option USAA is giving me is to : a. Take out a new loan with USAA for the correct amount, which they will use to pay down the original incorrect loan ( yes, a new loan application and everything that goes with that, including reporting it to the credit companies ) b. USAA will then ask the dealer to refund the {$5000.00} sent in error c. Once the dealer refunds the money, USAA will pay off the remainder of the original loan USAA is insisting that I have no other option. They said they will let the credit agencies know what happened, but that doesn't chance the issue with a loan in my name that I did not authorize. Do I have any recourse to get them to correct the loan without leaving the extra {$5000.00} loan in my name pending the dealer 's refund?
Company Response: Company believes complaint is the result of an isolated error
State: NC
Zip: 28027
Submitted Via: Web
Date Sent: 2018-09-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-05
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I don't understand why once again USAA XXXX XXXX XXXX ADDED the following comment BACK under my VA mortgage loan with regards to a Natural Disaster that has not happened to my residence nor area. This is once again being submitted as well to my insurance company and FEMA. I do not understand why additional false reporting is being done by USAA XXXX XXXX XXXX after each complaint I file to the CFPB. There is a serious issue and pattern of misconduct going on and I need answers. I need this ONCE AGAIN REMOVED from my credit report. Also per last complaint to the CFPB, I need all payments be reported to the credit bureaus so I can move forward with my personal bank taking over my loan to refinance since this issue seems to never be resolved per XXXX XXXX, refer to USAA XXXX XXXX XXXX taped phone conversation. Here goes ANOTHER CFPB complaint. Sincerely, XXXX XXXX Updated Account Information USAA/XXXX XXXX - Remark Added to Account Remarks are meant to make your report more clear. If you're not sure what this remark means or where it came from, you can contact your creditor or the credit bureau for more information. Between XX/XX/2018 and XX/XX/2018 the following remark was added to this account : Affected by natural disaster
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 470XX
Submitted Via: Web
Date Sent: 2018-09-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-04
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On Thursday XX/XX/2018 I was looking for some last minute concert tickets on-line and XXXX website came out with some good offers. I decided to give one a shot since it was extremely tempting. I contacted the seller through gmail and she responded to all my questions. It was a total of 24 e-mails back and forth as to how she was going to transfer the tickets and how she wanted the money for them. She proceeded to give us her information and she wanted to be paid for tickets through XXXX. I had never used XXXX but had heard my husband maybe use it a few times with some of his co-workers. He works for USAA and since XXXX is available through USAA we thought it was a trusted app. We have been banking with USAA for the past 19 years and they have always stand by anything that is available through their USAA app. So I proceeded to ask my husband to transfer {$250.00} for concert tickets to her through XXXX. As soon as he put in the request to transfer the money, I notified her and she quickly responded that she had received the money and was transferring the tickets through XXXX. She assured me through our e-mails that this was not a scam and that she didn't have time to be taking peoples time and money. She was given us a good deal since she couldn't attend the concert since she had to work and didn't want the tickets to go to waste. Unfortunately, within the next XXXX minutes she stopped responding to my e-mails and never transferred the tickets that we had agreed on. As soon as this happened, I contacted USAA and after XX/XX/XXXX minutes on the phone with them, the representative suggested for me to contact my husband and tell him to put a stop/cancel the transaction through XXXX because maybe we were on time to stop the transaction. I asked them what if it's too late? he said, then call us back and we'll see what we can do. This made me feel relieved and thought they are going to put in an investigation and we will get our money back. So, I contacted my husband, but unfortunately it was too late because the money had left the account and he had gotten a confirmation. My next call was back to USAA. The representative asked a couple of security questions and transferred me to the fraud department to put in an investigation. After a couple of days, on XX/XX/2018, we get an e-mail telling us that they had completed the investigation and there was no error because XXXX is a personal money transfer service and does not provide purchase protection but ... ... we happened? We thought our bank did? They will be deducting a provisional credit of {$250.00} from our checking account on XX/XX/2018. Now we feel we have been scammed by the concert lady and our bank!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78240
Submitted Via: Web
Date Sent: 2018-09-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-04
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: USAA has a glitch in their backoffice auto-payment system that caused one of my payments to be 30 days late. USAA will not take failure ownership. USAA has a glitch in their backoffice auto-payment system that caused one of my payments to be 30 days late. USAA will not take failure ownership. USAA will not PUBLICLY acknowledge that their system has a problem and has refused to correct the late payment credit reporting on my account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33647
Submitted Via: Web
Date Sent: 2018-09-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-31
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2018, an unauthorized user changed the password on my USAA online banking account. I was notified by USAA and changed the password online. On XX/XX/XXXX, there were unauthorized charges on my debit card made online. USAA issued me a new debit card but then froze my account ( no online access, no use of debit card, no auto payments ) for three business days starting on XX/XX/2018. By Friday, XX/XX/XXXX, I still did not have access to my accounts. The representatives told me it was because they couldn't reach anyone in the fraud department. It has been over a week since my account was frozen and I do not have access. USAA failed to upheld their end of the agreement to conduct an investigation in three business days and then unlock my account. As of right now, I still do not have access to pay monthly bills such as my mortgage and my cell phone bill. Both are normally deducted via autopay and USAA has locked my account. This will negatively affect my credit score.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 90027
Submitted Via: Web
Date Sent: 2018-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-01
Issue: Credit monitoring or identity theft protection services
Subissue: Problem with product or service terms changing
Consumer Complaint: I've been a Usaa client from since XXXX. I've never missed a payment or been delinquent on any of my credit cards I have 4 to be exact I've had credit cards since XXXX when I was XXXX. I've always been responsible. My credit card limit was {$3900.00}. I paid off the account in full it wasn't easy due to experiencing a total lost of our home in hurricane Maria last my sister died the same week & also divorced. It took everything in me to payoff but it was my highest credit card & I wanted to improve my credit score. I thought someone scammed me because I called my card to make another payment because I made a few transactions & on XX/XX/XXXX they decreased my account from {$3700.00} to {$2700.00}. Not only I'm I hurt I'm confused & I don't know why my credit card company would do this to they're Loyal Client. I was not notified nor was I contacted from them about the decrease which is unprofessional & I feel it is illegal because they call for everything else I trusted them for years.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-31
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/2018 I sent two transactions using an app payment method ( XXXX ), on for {$20.00} and the second for {$200.00}, I was buying tickets from someone for a total of {$430.00} and was told I can pay the rest of the money once I received the ticket. On XX/XX/2018 I further ask information about the tickets and the person selling the tickets blocks me. Then through the app I " request '' a total of {$220.00} back from the scammer, I request it on XX/XX/2018 and get declined twice. I also called my bank to dispute the transaction and they tell me they are unable to do so. This is someone I trusted and was acquaintances with, so I was given no reason not to trust them. I then looked them up on social media and was also blocked from all of their accounts, however I saw this happened to another woman by the same guy and i have been in contact with her as well.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89156
Submitted Via: Web
Date Sent: 2018-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-31
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2018 I made a complaint against USAA because I felt like they did an inadequate investigation into a fraud claim I made. On XX/XX/2018, the bank called me back and somehow found me responsible after doing a " thorough '' investigation. I feel as if this decision was made because I made the first complaint. I've been trying to get this settled for almost the month long. I really thought the bank had its members best interest at heart but this shows me otherwise. They do not care about military members or veterans. I'm being told that because my pin was discovered and used that it's basically my fault that my account was robbed and I feel as though that is completely unfair. Every case isn't as black and white as these " rules '' in place and I've spoken with over 10 different people at USAA about this problem, all of whom agree that this is a situation that's out of my hands. I've only been able to to access my account once for about an hour in the last month. My money was stolen from my account as well in the amount of {$450.00}. I've explained time and time again how this has put my way below rock bottom because I needed my money to pay my last month of bills before I graduate. I feel like the bank isn't looking in the interest of the members when things like this come up and rather than looking at all the variables, it's down to a set of A or B rules. The bank is insured, I am not. My money is not insured and I thought the bank was my line of security against things like this. This is way I've filed a police report, called into the bank over and over. I've made claim after claim about this fraudulent activity. If I was responsible for this, I'm going through a lot to get myself caught I would say. It's at this time where I feel that my 8+ years as a member means nothing because I was even told by the fraud department that it would be best to just look for a new bank as this is a dead situation at this point. I never expected to go through something like this and it hurts me even more to know that this bank knows of my financial situation and how distraught I am at this time, yet they come back and tell me I'm responsible for XXXX of dollars worth of fraud on my account. I'm about to be homeless and I'm being told I can't even depend on my bank to have my back in trying times. At this point I have no idea what to do and I've gotten no help or insight from USAA. As I stated before, I haven't been able to access the account so I've been in the dark about this entire situation only to get told it's my fault. I'm just asking that someone who understands look over things. I'm not asking for XXXX of dollars back. I just want my account back in a normal status with my {$450.00} back. I've been more than cooperative with the bank throughout this entire process and yet I feel like I'm being treated as a criminal versus the victim.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32792
Submitted Via: Web
Date Sent: 2018-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-31
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: XXXX payments still have not been reported to the credit bureaus. I have received a copy of my payment history from your company via mail today. I will continue filing complaints until all payments are properly reported to all credit bureaus. You stated starting in XX/XX/2018 all payments would be reported after my forbearance period, refer back to taped phone calls with your company. As of today, they are still not being reported. This issue will not be resolved until my payments are all properly reported with the credit bureaus. Per your representative, XXXX XXXX he suggested I find another bank to refinance my loan, I have yet to do so since XXXX XXXX XXXX, XXXX XXXX and XXXX XXXX XXXX XXXX stated, " XXXX XXXX XXXX XXXX needs to report all payments with the credit bureaus. This can easily be resolved by the company submitting a report showing all payments that are missing as now being reported, " XXXX. '' Your company is once again, holding me back from now refinancing and then selling my home. When will this end? XXXX?? XXXX? You tell me as XXXX of many consumers I am finding out that have gone through this same issue, USAA XXXX XXXX XXXX not reporting payments with their mortgage loan to the credit bureaus. Your representative XXXX XXXX did not return calls nor emails all of the time, especially when he stated he would contact me back. Instead CFPB would send me an alert stating you submitted a response to my complaint. I have contacted your company again this week, this morning to address the missing payments. When is this going to be so easily resolved? This is a XXXX issue, problem that continues ... I thought your company XXXX was to help and support all veterans. I have other coworkers that are having the same issue with XXXX not reporting all payments with regards to their mortgage loan. Seems I am not the first. I never had problems with car loans nor bank accounts with XXXX, seems only the mortgage sector of your company has the issues. Sincerely, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 470XX
Submitted Via: Web
Date Sent: 2018-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-29
Issue: Fraud or scam
Subissue:
Consumer Complaint: I was attempting to make a purchase for a pair of concert tickets totaling {$340.00} dollars on XX/XX/2018 via XXXX. The seller then says he can transfer the tickets from his XXXX account to mine and I can pay him with XXXX/online banking. I explained to him I never used it and when the seller mentioned it was a service through my own bank, I felt comfortable sending the money thinking my bank would help me out in case something goes wrong. I completed the transaction and sent the money out. Once that was done the seller texts me telling me that they will send the tickets ASAP but nothing was ever received. I tried calling, text messaging over and over but no reply, no answer. I immediately called my bank ( USAA ) in attempt to dispute it and report fraud/scam but they couldn't help me. They said they would look into it and get back to me in 5 business days or so. Based on my research, I looked up this seller and found out that these guys have been doing it all around my neighboring cities. Same post, same description with all the same information scamming all kinds of folks. It wasn't until I researched this seller up the next day to find out other people have already been scammed by this same seller. I an addition to that, never knew that there is no protection by USAA or XXXX on this type of transaction and I find that completely unfair. They fail to disclose that this service is only to be used among family. I really need your help to recover my money as this is FRAUD all across the board and feel like I have no support. Hope I get help in this matter and recover my money.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78245
Submitted Via: Web
Date Sent: 2018-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A