Date Received: 2018-06-11
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX, I applied for a VA Home Loan with USAA via telephone. My credit score allowed my application to be prequalified and I was subsequently placed on hold for an underwriter 's review. Shortly thereafter, I was informed that my VA Home Loan application could not be approved due to a charge-off from 5.5 years ago. I requested reconsideration of my application from the underwriter due to the VA Home Loan guidelines stating clearly in VA Pamphlet 26-7, Revised Chapter 4 : Credit Underwriting, that : ( 1 ) " In circumstances not involving bankruptcy, satisfactory credit is generally considered to be reestablished after the veteran, or veteran and spouse, have made satisfactory payments for 12 months after the date the last derogatory credit item was satisfied. For example, assume a credit report reveals several unpaid collections, including some which have been outstanding for many years. Once the borrower has satisfied the obligations, and then makes timely payments on subsequent obligations for at least 12 months, satisfactory credit is reestablished. '' AND ( 2 ) " Isolated collection accounts do not necessarily have to be paid off as a condition for loan approval. '' Upon requesting reconsideration of my VA Home Loan application on XX/XX/XXXX, I received a phone call back from USAA on XX/XX/XXXX whereby USAA maintained the denial of the application due to the charge-off on my credit report. And, being on a recorded line, I again asked for confirmation of the denial and the application was confirmed denied due to the 5.5 year old charge-off. I was told that USAA approves other VA Home Loan applications with charge-offs on the applicant 's credit report so long as a balance is not reported. The USAA agent then informed me that he is not an underwriter and could not help further. I then requested a manager for further review of my application because this practice seemed discriminatory in nature. I held for an executive level underwriter and was informed that the decision would stand as a denial. I asked for a specific reason why the application was denied again and was told it was due to the charge-off on my credit reports. Once again, I asked how this decision could be made in accordance with VA Home Loan guidelines and the executive underwriter informed me that I had insufficient assets and this was the technical reason for the denial. In isolated cases of an adverse account contained on credit reports, the VA guidelines clearly state that credit is reestablished after 12 months of making timely payments on other debt obligations. Additionally, since we can agree that credit scoring is one major factor of the bank overlay requirement, the denial of my VA Home Loan application with USAA appears to be discriminatory in nature and not in accordance with VA Home Loan Guidelines as outlined in VA Pamphlet 26-7, Revised Chapter 4 : Credit Underwriting. The denial of my USAA mortgage application is discriminatory for the following reasons : ( 1 ) charge-offs or collections contained on any veteran 's credit report, whether paid or unpaid, remain an indicator of default and impact the perception of credit worthiness by virtue of credit scoring itself. Thus, when USAA grants VA Home Loans to other veterans with paid charge-offs on their credit reports, USAA is granting unfair credit because not all charge-offs are in the same amount or type nor do all charge-offs in and of itself indicate the same risk factor. Additionally, not all creditors report charge-offs equally on credit reports. The VA Home Loan guidelines require a case-by-case analysis of credit reports and USAA is arbitrarily assessing varying degrees of weight to charge-offs on credit reports from applicant to applicant resulting in discriminatory lending practices. ( 2 ) Furthermore, USAA did not allow me to present a legal defense as to why the charge-off remains unpaid. VA Home Loan Guidelines as outlined in VA Pamphlet 26-7, Revised Chapter 4 : Credit Underwriting allow for legal defenses as to why debts remain unpaid except where a judgment against the veteran has been issued by an authority having jurisdiction. There is no judgment against me now nor at the time of this application. Specifically, the VA states the following : " For unpaid debts or debts that have not been paid timely, pay-off of these debts after the acceptability of applicant 's credit is questioned does not alter the unsatisfactory record of payment. '' Therefore, under the VA guidelines, it can be considered discriminatory lending practice to grant credit to other veterans with paid charge-offs, or rather, forcing veterans to pay charge-offs as opposed to those veterans who have unpaid charge-offs since the VA clearly considers each instance to be an " unsatisfactory record of payment '' { SIC }. USAA engages in lending practices where veterans applying for VA Home Loans are placed in arbitrary and subjective risk categories due to whether or not charge-offs are paid or unpaid when the credit risk is considered equal under the VA guidelines.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 067XX
Submitted Via: Web
Date Sent: 2018-06-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-11
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: I am writing in reference to a recent dispute with USAA and CFPB number XXXX. Someone named XXXX reached out on Tuesday, XX/XX/XXXX at XXXX and made multiple attempts to call her back and after she left a voice mail with no real solution regarding what really happened on the XX/XX/XXXX call and all the other recorded calls since XX/XX/XXXX. USAA has only attempted to camouflage the real issue which is their lack of true and genuine care for U.S. Veterans and I have been not had any resolution and believe there was no true intent being made to help me resolve the following issue below outlined in Case # XXXX : I made several attempts to resolve the debt issue with USAA regarding our policy, starting on XX/XX/XXXX when a representative took our payment for {$100.00}. to solve the cancellation issue and set up a recorded payment arrangement for {$180.00} per mth, prior to transferring me to the Auto Pay Plan Telephone Deployment line to set up auto-draft on the remaining amount. I was also told that some of the balance would carry over into the new policy renewal in XXXX and payment would adjust to higher amount. The special payment arrangement was set up because we informed the representative that our XXXX XXXX account had received fraudulent activity and the account was closed and this was why the XXXX payment was delayed and, hence, was called in on XX/XX/XXXX. During this call we also expressed our extenuating circumstances and needed to continue a special payment arrangement and this is where the representative agreed to set up a special arrangement of $ XXXX/mth. I repeatedly requested if this was documented in the system and she confirmed and also confirmed with my husband as well to verify his account prior to us agreeing to the new amount of {$180.00} which was to come out of the account on XX/XX/XXXX. However, when we approached the week prior to XX/XX/XXXX, I was prompted to call USAA to ensure the payment was going to come out at {$180.00}, however, a representative informed me that they were planning to take out over {$1400.00} which is not what we had agreed upon on XX/XX/XXXX and I was very alarmed, upset and angry that USAA was going to attempt to take out this erroneous amount. I later informed the representative during this call, that the XX/XX/XXXX call was recorded and that someone needed to listen to the call to see where the discrepancy came between the company and the client because I know what I had agreed to during the call on XX/XX/XXXX. Since XX/XX/XXXX, I have been attempting to get this issue resolve regarding this illegal bait and switch which the company refused to listen to the original customer representative recordings from XX/XX/XXXX. Also, on XX/XX/XXXX I was informed by XXXX in Billing what occured on XX/XX/XXXX, and she went into the system to stop the payment of {$1400.00} and stated that she would have her manager XXXX XXXX call me back, however, did not receive a return call. After receiving no call back, I attempted to reach out to resolve this matter on several occasion. Each time I called in, I was provided with a work order numbers by the following billing customer service reps and told that someone would call me back within 24hrs to no resolve : XX/XX/ : 1. Work Item # XXXX - Created by XXXX 2. Work Item # XXXX - Created by XXXX XX/XX/ : 3. XXXX XX/XX/XXXX - Provided w/ duplicate Work Item # XXXX - Reiterated by customer rep. XXXX. XXXX XX/XX/XXXX - Work item # XXXX - Created by XXXX 5. XXXX XX/XX/XXXX - Work item # XXXX - Created by XXXX 6. XXXX XX/XX/XXXX - Documentation # XXXX - Created by XXXX Each time I called I requested that Management pull the call from XX/XX/XXXX, but they refused. Also, around XX/XX/XXXX & XXXX, I made another attempt to speak to a representative to get the matter resolved. I spoke to a femaile representative named XXXX based out of XXXX XXXX who stated she would call the USAA coproporate office to find out what was going on and stated she would call me back the following date. When she call me back the week of XX/XX/XXXX, she spoke extensively with higher level billing in USAA Corporate, and they agreed that if I made a downpayment, I could spread the remaining amount out over the new 6mth billing cycle. I was on the phone with XXXX for over 45minutes both days we spoke. She was the only one who went out of her way to try to get this resolved. However, when I called in this morning to make a payment of {$500.00}, and have the payment arrangement set up on the renewal, the representative saw the notations and stated he had to reach out to billing to set it up. However, when he returned to the line, he said the billing department informed him I could not set a payment plan and it was very confusing and alarming to me as a customer and U.S. Veteran who has been part of USAA for over 7 years to receive this type of blatant and discriminatory treatement. I only wanted to get this resolved, however the representatives and management team have made it extremely difficult for me to make arrangements to pay my insurance. We should not be treated in such a biased manner and not allowed to make arrangements, since all of this originally commenced on XX/XX/XXXX where it points back to the customer service representative who specifically set up the arrangements for {$180.00} and no one has attempted to listen to the Actual Recordings from this call on XX/XX/XXXX or others since then. This was a bait and switch and an on purpose vindicative act not to work with XXXX XXXX Veterans. I only wanted to resolve the matter and pay my Auto Insurance.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-06-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-09
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: First off ... the balance being reported as of today, XXXX with all three credit bureaus is incorrect. It states my balance is : Real Estate USAA/XXXX MORTGAGE Last reported : XX/XX/2018 - {$120000.00} You stated on the response to my complaint : For your records, we are confirming that your principle mortgage balance as of XX/XX/2018, was {$120000.00}. *This needs to also be fixed with all the credit bureaus. I was to receive an email first regarding the information found by XXXX XXXX after speaking to him on the phone. He advised me that he would CALL me back. Per all three credit bureaus ... they can not change my credit score per my VA mortgage loan through XXXX. This was told to me on the phone several times with the credit bureaus. Freezing nor not reporting after a complaint is a direct violation and shows once again ... retaliation on part of XXXX since this complaint is directed to XXXX, not USAA. I have never heard of such a thing, yet only a handful of payments have been reported since opening my VA mortgage loan. Per letter from USAA the final payments had been paid by USAA as a means to close the forbearance loan. This after USAA representative, XXXX XXXX misguided me and in turn, USAA did find XXXX XXXX XXXX negligent. I was also told that my payments would then start reflecting on my credit per month as I have been paying per month, that also included my credit score. I only show 4 payments ... most recent payment for XX/XX/2018 being shown per all three credit bureaus. I do not see one time any increase within my credit score on a VA loan that I have continued to pay monthly. A mortgage loan should be one of the most single loans that can help increase your credit score. I have paid my payments on time ... yet it does not reflect any points per all three credit bureaus. This would appear to anyone to look as if I am in a rental ... no reflection of helping my credit at all. Retaliating against a Veteran .... when filing a complaint, ANY COMPLAINT, should be known to all those who hold a loan with XXXX, as well if connected with USAA. BUYER BEWARE! I will continue my complaints until this gets resolved. You may also want to contact each credit bureau on how reporting increases within each loan for consumer credit score works as they advised me on several occasions that the only ones who can change credit scores is the reporting creditor. On my VA mortgage loan that would be XXXX or USAA. It did not take, but less than 24-hours for XXXX to fill out a form and submit to have my VA mortgage loan information corrected. Retaliation by you stating you will freeze any reporting for 2 months by my complaints to the CFPB is just that ... another retaliation. The next complaint will clearly show you the correct way that creditors report monthly payments. As XXXX XXXX has done with my loan for years. Sincerely, XXXX XXXX 17 year XXXX Veteran
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-09
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Settlement agreement made and paid for two accounts with USAA, my c edit report was updated but still reflects a balance owed. I contacted USAA and they informed me the problem will be fixed. I conducted a dispute for both accounts and results came back as reporting accurately. Contacted USAA again and they said it is the reporting agency that has failed to update the accounts accurately. So I conducted another dispute on both accounts and received the same result.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78418
Submitted Via: Web
Date Sent: 2018-06-09
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-08
Issue: Fraud or scam
Subissue:
Consumer Complaint: Dear XXXX XXXX, No I have not retained a lawyer yet. And talking to my Lawyer about your crooked applying of my money as he has not put you on notice.. I have and demanding in writing where is my money " IS "? In your bank XXXX XXXX your employee there at USAA XXXX XXXX, Texas. MISAPPLIED AND REMOVED IT FROM MY LOAN AND MOVED IT AROUND FOR YOUR THIEVING MOTIVES TO DELIBERTLY MAKE MY LOAN DELINQUENT. THEN YOU TRANSFER MY LOAN TO A COLLECTION AGANCY WHEN IT HAS NEVER BEEN LATE ON ANY PAYMENTS NEVER AS YOU KNOW. HAZARD INS IS DIFFERENT. THAT IS NOT MY LOAN! I AM DEMANDING IN WRITING THAT MAKES SINCE, WHERE MY MONEY WAS APPLIED. WHERE IS IT, ALL PAYMENTS WERE WIRED IN FOR THE FULL YEAR MONTH TO MONTH PAYMENT AND YOU KNOW THIS. ONLY 4 PAYMENTS WERE APPLIED XXXX. XX/XX/XXXX THRU XX/XX/XXXX! WHERE IS ALL THE OTHER MONEY? I WANT IT IN WRITING WHERE IT IS? PRIOR TO XX/XX/XXXX BEFORE YOU TRANSFERRED MY LOAN. I DID NOT AGREE. THIS IS HOW YOU FIGURED OUT TO Drag XXXX XXXX into it, and misapply money and move money with out my permission. I never authorized your CEO lady, or XXXX in writing they could remove any payments, I made and move some to my checking, leaving a big assnout standing balance. Now XXXX XXXX IS DEMANDING A MONTHLY PAYMENT AND BACK ARREARS OF INSURANCE ASSED NOW? NOPE XXXX XXXX, THAT WAS PREVIOUSLY TAKEN FROM MY PREVIOUS PAYMENTS AND ANY WAY YOU FIGURE IT. I AM PAID FOR THE YEAR!!! WITH SOME LEFT OVER! PRODUCE MY CASH AND APPLY IT BACK TO MY LOAN TO MY PAYMENTS. YOUR BANK MADE MY Payments as Og Now XX/XX/XXXX DELINQUENT! I made all my payments as you are well aware of prior to you transffering OF MY LOAN TO ANOTHER BRANCH OF YOUR BANK? NONE WAS DOEN BY ME BUT ALL PAYMENTS MADE ON TIME! EVERY YEAR! SO UNDER MY CONTRACT MY PAYMENTS WERE MADE ON TIME TO MY LOAN TO YOUR BANK, YOUR EMPLOYEES APPLIED FOR MONTH TO MONTH, AS AGREED IN MY CONTRACT THEY HAVE BEEN PAID. UP FRONT, AND PAID AHEAD. YOUR BANK EMPLOYEE MISAPPROPRIATED MY PAYMENTS. THERE IS NOTHING IN THE CONTRACT THAT SAYS, I CAN NOT PRE PAY ANY PAYMENT AS IT HAS BEEN THAT WAY FOR OVER 10 YEARS! YOU ACCEPTED ALL THOSES YEARS! YOUR BANK MISAPPROPRIATED MY MONEY WIRED IN XX/XX/XXXX TO MY LOAN FOR ALL PAYMENTS TO BE MADE MONTHLY. NOW XX/XX/XXXX ONE OF YOU DECIDED TO CHANGE HOW YOU APPLY THEM. XX/XX/XXXX MONEY MISAPPLIED PRIOR TO TRANSFER. XX/XX/XXXX XX/XX/XXXX AND XX/XX/XXXX AND NOW YOU CAN NOT PRODUCE ANY DOCUMENTS OF WHERE MY MONEY IS? BUT THE MONEY XXXX MOVED INTO MY CHECKING OFF MY LOAN AND PLACED BY XXXX XXXX TO MY CHECKING? WHY WAS MONEY I PAID TO MY LOAN REMOVED? AND 4 LOAN PAYMENTS MADE XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX AS THAT WAS APPLIED WITH THE MONEY I WIRED IN? MY MONEY WAS ALL ON MY LOAN BEFORE YOU MOVED MY LOAN ACCOUNT!!! YOU COULD NOT GET FOR OVER 3 MONTHS NOW?? CREDIT MY ACCOUNT IN FULL. I MADE ALL PAYMENTS. XXXX XXXX has no clue the arrangement I had with you USAA for over 10 years. SO XXXX XXXX, you know the facts. Quit making excuses about my payment. XXXX WIRED IN XX/XX/XXXX EARLY PRIOR TO PAYMENT DUE DATE Hazard Ins XXXX? NOW OUT OF THE BLUE Charged Hazard XXXX XXXX 4 loan.pmts minus XXXX Balance XXXX CREDIT XX/XX/XXXX XXXX XX/XX/XXXX Policy Cancelled credited XX/XX/XXXX Credit XX/XX/XXXX XXXX Credited Leaves Balance of XXXX XXXX XXXX deposited XXXX USAA TOOK OFF MY LOAN AND PLACEN IN MY CHECKING! this should be still applied to my loan? usaa removed. which leaves XXXX PAYMENTS USAA DID NOT APPLY TO MY LOAN, 5 loan payments XXXX XX/XX/XXXX XX/XX/XXXX this means in XX/XX/XXXX I owe XXXX ONLY! I BELEIVE YOU ALL ARE TRYING TO STEAL MY HOME ILLEGALLY. BUT SAYING AND COMMING UO WITH WAYS TO SAY I AM DELIQUENT! AS I TOLD XXXX XXXX! AND YOUR CEO DEPARTMENT. WHO ALL WERE LOWERING MY PAYMENTS?? BUT WOULD NOT EXPLAIN WHY? NOW YOU ARE TRYING TO OVER CHARGE ME, DOUBLE CHARGE ME WHEN I ALREADY PAID MY LOAN FOR THE YEAR! MISAPPROPRIATION OF MY MONEY, WHICH IS FRAUD. UNLESS YOU APPLY IT CORRECTLY, AND SHOW ME IN WRITING WHERE THE MONEY IS. THAT MAKES SINCE., ' NOT BY XXXX XXXX INCORRECT ACCOUNTING, AND VERBAL 90 MILLES A HOUR WHICH MAKE NO SINCE WORDS. OR EMAIL! YES XXXX XXXX, SEND ME MY LOAN PRINNT OUT I ASKED YOU ALLL FOR FROM DAY XXXX! YET YOU KEEP MAKING EXCUSES, and DODGING IT ALL THESE MONTHS WITH EXCUSES YOU DO NOT HAVE all my documention IT ALL YET? WHERE IS IT? and where the money was wired out to my checking! YES XXXX XXXX YOU CAN TALK TO ME, I AM THE LOAN OWNER. AND I WILL NOT BE PROVIDING YOU ANY ATTORNEY NAME. IF I CHOSE TO HIRE ONE TO SUE YOU, YOU WILL BE NOTIFIED BY A LAWYER HIS OR HER SELF! AND IN WRITING. WHEN YOU GET A LETTER FROM MY LAWYER THEN I GUESS YOU WILL KNOW HE HAS BEEN HIRED TO GO AFTER YOU FOR FRAUD! AT THIS TIME I AM DEMANDING FULL DOCUMENTATION FROM THE B OF MY LOAN! THE ENTIRE READ OUT OF MY ENTIRE ACCOUNT AND LOAN PAY HISTORY. ALL PAYMENTS WIRED IN XX/XX/XXXX AND ALL PAYMENTS APPLIED TO MY LOAN! Thank you, XXXX XXXX. Me XX/XX/XXXX XXXX XXXX XXXX XXXX : As per our conversation regarding loan XXXX : Please provide to me a full disclosure of all of the receipts of all money I wired in to USAA for payment towards ALL monthly payments of my loan. Send me full disclosure of all payments received and all payments I instructed to be applied to my loan since its inception. I will cease from any more contact with you until I receive of all documentation and disclosures from you XXXX XXXX. I expect your reply ASAP Thank you for your assistance in this matter. XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78006
Submitted Via: Web
Date Sent: 2018-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-08
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: on XX/XX/2018 at or around XXXX I wanted to redeem a promotional balance transfer to my credit card ending in XXXX. I clicked on the offer displayed under XXXX ( labeled XXXX XXXX ), another window popped up to enter entered my balance transfer info & clicked submit. On the confirmation page of this balance transfer it stated that they initiated this under my other credit card of ending XXXX which is incorrect and not my intention. This complaint is to USAA Credit Card Services. I called the executive resolution team 8 times and spoke with them for at least 6+ hours over a week and they refused to honor the original offer for credit card XXXX and would not cancel the transfer or fix the error by the system. The also offered fixes or solutions that would cost me additional fees as the only solution. They also stated that there was a block on my XXXX card and that their system automatically selects the other card instead of denying the balance transfer even though there was no offer on the XXXX card and there are different interest rates. They locked me into a balance transfer to the wrong account and terms without my legal consent and refuse to honor the original offer. This was a deceitful and was very confusing act as my intention was to apply for this promotion for card XXXX and not XXXX which their ( system ) automatically selected and processed while I was on their mobile app.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: OH
Zip: 44212
Submitted Via: Web
Date Sent: 2018-06-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-06
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: USAA took {$170.00} from my account for a package of beauty cream from some company in Florida that I do not know who it is nor did I order. They say that this company has communication with me and that the post office did deliver it. I have never received any package. USAA claims the package was delivered according to the company, yet there is no signature of mine indicating I received it.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NE
Zip: 68901
Submitted Via: Web
Date Sent: 2018-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-06
Issue: Getting the loan
Subissue:
Consumer Complaint: For over a decade I have been denied credit by USAA, that uses XXXX XXXXXXXX XXXX which they are in partnership with. They deny me with vague and non specific language. I have never got any loan with them. I am forced to apply for high interest loans with other companies, even though USAA claims to save their " members '' money. I can't get out of the hole with high interest loans, pay day loans and pawn shops, I make XXXX per year and yet this is not enough to get a {$2500.00} loan form USAA. I may not live to 100 and have perfect credit to satisfy their stratospheric loan requirements. I believe they are discriminating against me. Their is no rep to call, appeal process or address to write to, they just offer the free credit report. I am tired of being a victim to a non-human AI computer, that sees me as just a credit score. I could make XXXX XXXX per year and USAA still would not give me a loan. I have had problems with checking, auto loans, insurance and I still can't get a small personal loan, even if my life depended on it. USAA advertises on the TV and makes extraordinary claims on how they help people in the military but, I feel more like a victim than member. All the high interest places will loan me money at a high interest rate. Does USAA invest in them and then profit off the misery of their misled members?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 294XX
Submitted Via: Web
Date Sent: 2018-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-06
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: USAA Federal Savings Bank has given my personal and private information to a 3rd party verification service called XXXX without my permission or consent during the processing of our mortgage which was initiated on XX/XX/2018. When I confronted USAA ( I have spoken with various loan processors, managers, an escalation team member and someone from the CEO 's office ), I have been met with little more than dismissal. All representatives of USAA reference the same page in the lending disclosure document which I have included below and claim that this document somehow gives them permission to send my private information to 3rd party verification services : BORROWERS CERTIFICATION AND AUTHORIZATION The undersigned certify the following : 1. I/We have applied for a mortgage loan with : USAA Federal Savings Bank 2. In applying for the loan, I/We completed a loan application containing various information on the purpose of the loan, the amount and the source of the down payment, employment and income information, and assets and liabilities. I/We certify that all of the information is true and complete. I/We made no misrepresentation in the new loan application or other documents, nor did I/We omit any pertinent information. 3. I/We understand and agree that USAA Federal Savings Bank reserves the right to change the mortgage loan review process to expand documentation requirements. This may include, but is not limited to, verifying the information provided on the application directly with an employer and/or a financial institution. 4. I/We fully understand that it is a Federal crime punishable by fine or imprisonment, or both, to knowingly make any false statements when applying for this mortgage, as applicable under the provisions of Title 18, United States Code, Section 1014. AUTHORIZATION TO RELEASE INFORMATION TO WHOM IT MAY CONCERN : 1. I/We have applied for a mortgage loan with : USAA Federal Savings Bank. As part of the application process, USAA Federal Savings Bank may verify information contained in my/our loan application and in other documents required in connection with the loan, either before the loan is closed or as part of its Quality Control Program. 2. I/We authorize you to provide USAA Federal Savings Bank and to any investor to whom USAA Federal Savings Bank may sell my mortgage, any and all information and documentation that they may request, such information includes, but is not limited to, employment history and income ; bank, money market and similar account balances ; credit history ; and copies of income tax returns. 3. USAA Federal Savings Bank or any investor that purchases the mortgage, may address the authorization to any party named in the loan application. 4. A copy of this authorization may be accepted as an original. 5. Your prompt reply to USAA Federal Savings Bank or its investor that purchased the mortgage, or themortgage guaranty insurer ( if any ), is appreciated. 6. Mortgage guaranty insurer ( if any ) : _____________________________. Per this document I've copied above, there is no permission for 3rd parties to have access to my information excepting that as established in paragraph 2 of the AUTHORIZATION TO RELEASE INFORMATION where is it stated that only the bank or an investor who may purchase the loan will be allowed access to my private information. Additionally, paragraph 3 of the BORROWERS CERTIFICATION AND AUTHORIZATION section, states that USAA will verify information on the application " directly with an employer and/or a financial institution ''. Directly it says - not using a 3rd party service. As such, I believe that USAA is in violation of the contract I signed with them and should be held accountable for knowingly releasing personal information without permission, violation of fiduciary responsibility, ignoring standard data protection protocol, and jeopardizing the security of their customers. Furthermore, USAA has admitted no wrong doing and has stated multiple times that I have given them permission to send my data to outside services, despite never being able to show in any documentation where I signed to allow them such permission. It may be worth noting that USAA employee XXXX XXXX ( NMLS # XXXX ) advised that since we are now down to the last minute ( just days before closing ) I should authorize the bank to use the XXXX service retroactively, despite her being well aware that I was adamantly opposed to USAA handing my private information over to XXXX. I would argue that this was a tactic that the USAA mortgage department had intended on utilizing in order to pressure me into the authorization in order to allow them to cover up the illegal release of my information. I should point out that I am not the only victim here. USAA has admitted to me on many occasions during this debacle that they have engaged in these practices for years and I am one of the first people to complain about this issue. As such, this company must be investigated immediately. In this day and age of identity theft and cyber crime, it is unacceptable the one of the so called pillars of our economy willingly violates the privacy of Americans by allowing millions of their customers to have their data accessible by 3rd party organizations without the customer 's consent. At this stage, I have filed complaints with the Federal Trade Commission as well as the Consumer Finance Protection Bureau. I will be contacting all of my senators and representatives and will do everything in my power to alert the public to the deceptive practices utilized by USAA.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97045
Submitted Via: Web
Date Sent: 2018-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-05
Issue: Fraud or scam
Subissue:
Consumer Complaint: Late XX/XX/XXXX I bid for a XXXX on XXXX. I did not win the bid but the seller reached out to me on XX/XX/XXXX. He told me that he had a second that he wanted to sell if I was interested. We exchanged emails via ebay and he gave me his phone number and email via an attached business card. Email reference id : [ # XXXX # ] _ [ # XXXX # ] XXXX XXXX XXXX - XXXX - XXXX ( XXXX ) XXXX We emailed back and forth a couple of times and had a phone conversation on XX/XX/XXXX. Emails were initially exchanged via email XXXX as well as the email for the initial payment. I made the negotiated payments in 2 installments of {$1000.00} each. Prior to shipping the item he offered a second device for a discounted price since the ebay bidder fell through. I fell for it and provided payment in additional installments as shown in the banking transaction history. Over the course of the next couple of weeks, there was always an excuse. First he stated that he shipped it but didn't have the shipping label number so we couldn't track it. Then he shipped it again, supposedly, but gave me a tracking number that did not match the size/weight of a single device, let alone two. That " shipped '' item never showed scanned in. XXXX told me that the post office lost it but recovered it about a week and a half later. XXXX offered to fly out to XXXX area to bring the computers provided I could make the rest of the payment installments. I did and I do not know if he was actually here in XXXX area, but he was always conveniently not available, phone turned off, or 'just missed ' me. He returned and we still didn't have anything resolved. There were several additional attempts made over the next couple of months ( I have documentation for all of it ) where he said he attempted to send via XXXX XXXX, XXXX, another XXXX transfer and all supposedly failed. XXXX XXXX he stated he forgot to get the tracker so I couldn't track it, it took. him several days to get that order canceled. We had similar issues with XXXX and XXXX, he stated he transferred but they were never processed and sent over to me. Supposedly, XXXX 's father died, causing delays in the process and then there was another issue with another family member. XXXX told me that a friend was going to manage this for him as he had no time/bandwidth to fix this. Meanwhile, while all of this was going on, I had been emailing his 'fried ' XXXX to try and get resolution on that side. My gut told me that this was the same guy posing to be two different people. Now I am dealing with 'XXXX XXXX as the friend and we are repeating the same issues. Supposedly they are being sent but nothing is reaching me. Every time something is supposedly sent, they don't have a tracking number or transaction number. At this moment, it has been over 4 months without any resolution and no refunded monies. I have contacted USAA to dispute but they said they were unable to help me and that XXXX had to do it, but if I got a police report and the police got involved, they could help. I filed a police report and they told me they couldn't help as it was internet fraud and out of their jurisdiction. I went to XXXX to try and get a resolution and they refused to help me. I then filed a complaint against USAA with the XXXX to try and get a resolution, at that time they closed the case and told me that they couldn't help me. I filed an XXXX complaint on XX/XX/XXXX and have never heard back. I am at a total loss at this point and my naivety has put me out of a lot of money. The sum is large enough to be a felony, if I understand correctly. I need an advocate on my side who can help fight this and ultimately get XXXX to reverse the transaction and go after XXXX XXXX to get the money from their customer. This shouldn't be that difficult. Please help me!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75061
Submitted Via: Web
Date Sent: 2018-06-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A