Date Received: 2018-06-28
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: This dispute involves an Auto loan I got from USAA Federal Savings Bank and in particular, their supposed " fix '' which only worsened the problem. As they supposedly tried to resolve the problem, they worsened my credit report. XX/XX/XXXX : I paid off the loan in full and received a confirmation letter from USAA stating " Your Loan Has Been Paid in Full. '' FOUR years later, in XX/XX/XXXX : While reviewing my credit report, I noticed that USAA Federal Savings was now listed as a " negative account ''. My credit report showed a " Charge Off '' in the amount of {$180.00} starting XX/XX/XXXX. I called USAA member solutions three separate times to try find out what this charge off was for. I called on XX/XX/XXXX and XX/XX/XXXX and XX/XX/XXXX. On XX/XX/XXXX : USAA representative acknowledged that " yes, the loan was paid off in full '', but could not explain why there was a charge off for {$180.00}. She requested an investigation. On XX/XX/XXXX, the USAA rep told me that {$180.00} was " washed out on XX/XX/XXXX '' and advised me to wait 30 days for this to be reflected on my credit report. On XX/XX/XXXX, my credit report was still NOT corrected. I called USAA again and this time the USAA rep informed me that my account was " still in charge off '' status, but he could not tell me what the charge off was for. I offered to make a payment to resolve the issue and to clear my account, but he told me that I could not make any payments. He offered to request another investigation. I informed him that the previous investigation had not been helpful, ie no one could tell me what the charge off was for and my credit report still listed USAA as a negative account. On XX/XX/XXXX, I submitted a complaint regarding the above to the CFPB. On XX/XX/XXXX, CFPB emailed me that " the company has responded to your complaint '' and XXXX from the USAA XXXX 's office called me. She informed me that while the loan indeed had been paid off in full, interest in the amount of {$170.00} had accrued on the loan. She apologized that the USAA Representatives had failed to provide me with a clear explanation despite the fact that I called them 3 separate times over several months. She stated that because of my troubles, she had talked to the AVP of the Collections Department at USAA and had asked for this interest to be removed/forgiven as a courtesy and that she would contact the Credit Bureaus to have the charge off removed. She asked that I wait 30 - 60 days to have this reflected on my credit report. On XX/XX/XXXX, I called and left a voice mail for XXXX at XXXX ext XXXX. I stated that no updates from USAA had come through and that my credit report still listed USAA Federal Savings as a charge off, and thus as a negative account which lowered my credit score significantly. On XX/XX/XXXX, my XXXX credit score decreased further by XXXX points since USAA account had been updated. On XX/XX/XXXX, my Equifax score decreased by XXXX point, due USAA account update. Both of these updates re-set the clock FORWARD from XX/XX/XXXX to XX/XX/XXXX, thus increasing the negative impact factor and delaying by ANOTHER year for clearing USAA off my credit report. On XX/XX/XXXX, I called XXXX again. This time she called back the same day. She told me that she had submitted USAA charge off removal and Account paid in full letter on XX/XX/XXXX. She also stated that when she received my voice mail on XX/XX/XXXX, she had requested another update. I informed her that the updates from USAA had been reflected on my credit scores on XX/XX/XXXX and XXXX, and that her reports had backfired and had WORSENED my credit scores. XXXX responded that she will pull my credit report in order to see what the credit agencies are actually reporting. She stated that this should not cause a credit inquiry and that she would also send a letter saying that the Charge off has been removed. As of XX/XX/XXXX, I have NOT received this letter. On XX/XX/XXXX, I called XXXX back. As of XX/XX/XXXX, neither XXXX nor any representative from USAA have not returned my call. To this date, on my credit report all 3 credit bureaus list USAA with a charge off and as a negative account. USAA has negatively impacted my credit score TWICE : First in XX/XX/XXXX, and again in XX/XX/XXXX. Thus, USAA has exacerbated the problem by resetting the negative account date from XX/XX/XXXX to XX/XX/XXXX.
Company Response: Company believes complaint is the result of an isolated error
State: DC
Zip: 20008
Submitted Via: Web
Date Sent: 2018-06-28
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-27
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: I called USAA about their repeated mailings. They are interminably sending offers to my self and my wife for both insurance and credit card offers. I wanted to be taken off their marketing mailing lists. We do not have a relationship with USAA When I called them, their CSR stated that he could not help me because I " don't have an account number or profile number ''. Stating the obvious, I said I don't have either of those but I do have my address and the other info on the latest offer for a USAA XXXX card. He apologized for the inconvenience but couldn't help me. After asking to speak with someone up the food chain, he went off and, after some time, said the same thing : " Sorry, I can't help you without a profile or account number ''. That is ludicrous. I am in their database or I would not be calling. An account number comes AFTER I establish a relationship. Not before.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 949XX
Submitted Via: Web
Date Sent: 2018-06-27
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-26
Issue: Problem with the payoff process at the end of the loan
Subissue:
Consumer Complaint: USAA returns the Vehicle Title to the borrower after payoff via First Class mail through the USPS. No other method of shipment is offered to the borrower, even for a fee. If the title is lost, it's not possible to track it and the replacement of the title will fall to the borrower, even though the lender can not prove that they mailed the title. One customer service representative at USAA quoted by phone a rate of at least 1 title per week being lost in the USPS mail as of XX/XX/18, in her personal experience. That's at least 52 members who are forced to obtain a duplicate title on their own time and money. Since USAA claims to care so much about their members, how in this day and age are they sending borrowers legal documents by USPS? Perhaps because if it is lost, it is of no concern or expense to them.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 088XX
Submitted Via: Web
Date Sent: 2018-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-26
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: Now I see that USAA/XXXX has now incorrect information on my credit report showing I am in a forbearance program. In which, that was terminated per agreement with USAA months ago. The balance on my account is incorrect. The payment per month does not show as well I am still waiting for all payments to be correctly reported and my FICO score to reflect I have a mortgage loan. No company is by law to retaliate against any consumer when trying to address issues with their loan can not be met by contacting the loan holder, company. USAA/XXXX even sent me a letter on the CFPB complaint a few weeks ago stating they would fix the issues and reinstate my FICO score since I have yet to receive any points from my VA mortgage loan. Now my credit report is worse with errors regarding my mortgage loan. Once again out of retaliation from USAA/XXXX. I will keep filing complaints until this serious issue is finally resolved ... going on over a year now.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-23
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I am resubmitting this claim to the CFPB as USAA wrongfully closed my claim because the rep is angry with me that was handling it. XXXX XXXX. is NOT allowed to handle my claim anymore and it was turned over to XXXX XXXXXXXX. To add to this claim, I called in after XXXX continued to sweep me under the rug and spoke with 2 reps before speaking with XXXX. XXXX told me on the phone - on a recorded line - that this is a bank error and he was going to look into it and fix it for me. The other rep I spoke with also told me this is occurring to MANY USAA customers and their batching system is messed up. This was all on recorded lines, which I have made copious notes of as well. Their own rep told me he wants to join a class action suit against the company for what they are doing to consumers. I am asking you to please reopen this case as I am going to be getting my lawyer involved this week. XXXX XXXXXXXX told me he is going to help me as this WAS USAA 's FAULT and I am due a refund. Please reopen this and do not allow XXXX to handle my case. She is not equipped to do so. She is biased and lies. I spent 2 hours on the phone with the other USAA reps this week. ALL RECORDED. I want my money back and I want a refund and to file a grievance for USAA bouncing my check when my screen shots even show my account had enough money in it! They ARE LYING and if their batching system isn't reporting transactions appropriately through to their online banking system then that is THEIR PROBLEM AND NOT MINE. They have now stolen over {$820.00} from me since last year. I will be taking this public and slandering their company and name in due time should they not help fix this and stop lying to the CFPB and consumers. PLEASE HELP ME. This is not fair they are doing this. If I were wrong I would not fight this - BUT I AM NOT WRONG AND I AM FIGHTING WHAT HAS BEEN WRONGFULLY DONE TO ME!!!!!!!!!! Topic Banking - Checking & Savings - Account Activity/History Subject NSF Fee when enough money is in account?! Message Reference Account : USAA CHECKING # XXXX Hello, USAA has returned my rent payment and charged me a {$29.00} NSF fee when enough money has and was in the account. I have even attached a screenshot of my account activity. Please explain what is going on, and refund me the {$29.00} charged, and you're going to have to refund me the {$50.00} return payment fee my leasing office is now charging me. Please explain how I may submit that request as well. I'm not sure what the banks problem is, but this happened multiple times last year and I contacted you to fix this - and you never did. So I pulled all of my bill pay from you completely. Do I need to move all of my banking as well? This is ridiculous and embarrassing and I'm beyond upset and angry at this point. You never refunded me over {$800.00} in fees last year and now you are doing this again - your system is broken and I would like this corrected. This is your final chance or I'm moving my banking. Please refund the NSF fee charged to me when enough money was in the account for the rent payment and advise how I submit a complaint and request for refund of the charges now being incurred on my rent account by my leasing office. Screen shot of my account activity is attached which shows your wrongful error.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: NJ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-06-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-21
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: on XX/XX/2018 i paid XXXX XXXX {$170.00} on XX/XX/XXXX I received a letter from usaa federal savings bank saying that they have submitted my dispute. i contacted them and told them i never disputed the charge they assured me that the dispute was cancelled on XXXX XX/XX/2018 the merchant called me and told me they received a letter stating i am currently disputing the charge. i contacted usaa and they said they would cancel it again
Company Response: Company believes complaint is the result of an isolated error
State: MS
Zip: 39503
Submitted Via: Web
Date Sent: 2018-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-22
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: account was included in BK account is being reported past due and with balance which is a violation under FCRA account is paid
Company Response: Company can't verify or dispute the facts in the complaint
State: CA
Zip: 92154
Submitted Via: Web
Date Sent: 2018-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-22
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: XXXX continues to report accounts XXXXXXXX XXXX and USAA savings bank as open when it was closed XX/XX/2015
Company Response: Company can't verify or dispute the facts in the complaint
State: CA
Zip: 92154
Submitted Via: Web
Date Sent: 2018-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-22
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I got a 5 year auto loan with USAA. I NEVER HAD A LATE PAYMENT AND PAID MY LOAN OFF EARLY. THERE is a false claim of being 30 days delinquent on my account and no one is trying to remove this slander. The XXXX to be a trend with XXXX having bogus things in our credit report that doesn't get removed. Definitely seems to be systemic. XXXX as well as ignorant people would claim it has to do with paying bills well if you can read. I paid vehicle off early ... and somehow was 30 days delinquent. Sounds like opppression or unfair treatment too me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 79924
Submitted Via: Web
Date Sent: 2018-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-20
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: My pii was taking bank account was open with out me know or coming into the branch I havent had a bank account for five years or more my taxes was being transfer into that bank that I never know of and a police report have been made on usaa my phone have been publish email taking over as well by XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91977
Submitted Via: Web
Date Sent: 2018-06-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A