Date Received: 2018-05-15
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: USAA Savings Bank has violated 15 USC 1692 by continuing collection activity after a cease and desist and 15 USC 1681 by failing to report complete and accurate information to credit reporting bureaus.
Company Response: Company can't verify or dispute the facts in the complaint
State: IN
Zip: 469XX
Submitted Via: Web
Date Sent: 2018-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-15
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: A charge of XXXX from XXXX was charged to my USAA visa XX/XX/XXXX. I made a payment of {$100.00} on XX/XX/XXXX. This was to oay the XXXX and {$100.00} toward a balance transfer that is not currently accruing interest. I was charged interest om the XXXX for XXXX and XXXX. USAA denied my right to pay this interest bearimg charge, and claims that I was unable to pay this until the XXXX statement, when I spoke with them today, XX/XX/XXXX. I believe this is an unfair practice. I should be allowed to pay interest bearing purchases as soon as they are charged to my account.
Company Response:
State: MO
Zip: 65202
Submitted Via: Web
Date Sent: 2018-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-15
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: On or about XX/XX/2018 I had a telephone conversation with a representative from USAA savings bank concerning an XXXX XXXX card to inquire as to why they dropped my credit limit from XXXX to XXXX having never been late on payments and having just the previous month paid the account in full. The woman with whom I spoke couldn't have cared less about my concerns and was rude. The next day USAA reports to all 3 credit bureaus that the balance is now nearly {$4000.00} 150 % over my new limit. My balance is XXXX. I called them to ask them what was going on with my account and was told that the credit bureau must have been hacked. I said ALL THREE?! I filed disputes with them and the 3 reporting bureaus. I also filed a complaint with the CFPB as I believe that this was done out of malice. Their response to you was full of lies. They said XXXX XXXX had attempted to contact me, which he did, with one message in the mobile app. I returned his call and left messages and sent him messages on the secure app. He ignored all of them. Today I get a call from someone who states that they are going to investigate. The problem!!?? WHAT?! Their response to the CFPB was that they have corrected the mistake. They are just starting? I wish to press this issue until it is resolved, I would request that the CFPB NOT close this complaint until it is. I also request that your agency investigate the matter as I do not feel it was in error.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 65203
Submitted Via: Web
Date Sent: 2018-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-13
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Hi : I am not sure where to begin, I was a victim of a scam. I have filed a police report in regards to this. Repot # XXXX, it was filed in XXXX, Missouri, XXXX County. I have contacted the fraud department of my banking institution. They are holding me liable for the funds that have been taken from my account. I am now in the deficit {$6300.00} do to this. I need help, I am not sure what to do. I bank with USAA and have for 23 years. I have at this time been locked out of my account, I can not access my personal information to even see what bills of are going through and what the current status of charges are. I do consider this my personal finical information and should not be denied access to. I am working with the local police department in regards to this and need that information for them as well. I was contacted via XXXX for a job, it was a XXXX XXXXXXXX position. I check out the information of the gentleman who contacted me and he appeared to be local and legitimate, with a medical supply company here in town. I was currently seeking employment and had my resume out on several different online employment sites. He requested That I send my resume, I did. He contacted me back the next day offering me the job and description of my duties. It seemed reasonable. I would be receiving a weekly pay check of {$400.00} for 3-7 hours a week. He sent me a message that he would be issuing me a check to cover my first weeks pay and funds to cover, office supplies, printing and software licensing that I would need for the job. The check was in the amount of {$3400.00}. I thought it was a lot of money but I know XXXX XXXX can be expensive. He contacted me and sent me the tracking information for the check and told me to contact him when I received it. Once I received it, he told me to deposit the check, and send him conformation once I did this, at this time not thinking much of it I did. He then messaged me and asked me to withdraw the funds minus my paycheck to get the supplies, so I did. Once I had he asked me then to take the money to a XXXX XXXX XXXX and deposit the funds into and account and sent me a name and account number. The bank he wanted me to go to was a XXXX XXXX, we do not have a XXXX XXXX branch in MO. He then directed me to overnight the money to this individual, this made me very uncomfortable, I was holding a lot of money that wasn't mine. I followed his instructions and sent it off overnight via XXXX which was {$60.00} to do so, and sent him a copy of the receipt and tracking information. He contacted me via text the next day, asking if I could send out {$350.00} to this lady that she needed more money to get the rest of the supplies. Red flag - I told him no, that was apart of the agreed upon paycheck and at this point I had already pent {$60.00} for the shipping of the money. He told me not to worry that he would be sending me another check. I told him that I couldnt ht aI had already transferred the money to use to help make my rent payment sit was our agreed upon payment. He asked me what I was afraid of, I told him that I wasnt afraid that I simply no longer had the funds. He then told me he would send another check, I asked him why he was sending it to me and not directly to XXXX XXXX. He didnt respond to my inquiries. Later I told him I was not comfortable with this process and asked is we could speak on the pone to discuss he did not respond to this comment. I told him I did not want to be apart of this process and was not comfortable with his request. This was on Friday. He messaged me Monday morning letting me know that another check was on its way. I thought it was the for the {$350.00} to send. I told him again that I didnt not want to be apart of this I felt he was doing something wrong and this was not part of my job description and what I had been hired for. During that time the next check came and it was another for the {$3400.00} I told him I didnt want to participate. He asked me to hold on while he called from another line. I have recording software on my computer, when he Calle dI put it on speaker phone and hit record. He is a man with a thick XXXX accent, not a Man who claims to be from XXXX Missouri, I called him out on this and told him he was not XXXX XXXX XXXX, he insisted that he was and that he was from Missouri even though he could not pronounce it correctly. I told him I did not want to be involved in this. He at this point became very upset and threatening to me. He was claiming that I had his money. I told him that I was going to go to the police at this time he threatened to come after me knowing where I lived and that he would kill me - I was very shaken up at this point, because he did have all my personal information and physical address. I deposited the check, made the withdraw and sent the money as requested. I was extremely shaken up and scared. I contacted close friends of mine and told them what happened and stayed the night at their house. The next day I went to the police department to file the police report. I also called the XXXX XXXX where the checks had come from and spoke to a XXXX XXXX XXXX as his name was in the email in regard to the tracking information. I wanted to let him know what was going on, when he got on the phone he seemed quite irritated that I was calling and dismissive with me, he was not interested in what I had to say. Which lead me to believe that he was somehow in on this scam. I also was able to make contact with the real XXXX XXXX XXXX here in town, he did tell me that his XXXX account had been hacked a few weeks prior to all of this and has since been locked out. He was unaware that his identity had actually been used. I have filed the police report, they have all the evidence, I have the recorded phone conversation that included the death threat, and all email, text message correspondence and shipping receipts. I have contacted the fraud department at my bank and filed a report. I have since been locked out of my account denied access to my personal information. bEfore this started I had a little over {$1500.00} in my account of personal funds. The 2 fraudulent checks where charged back and my account is now the last I was able to see {$6300.00} in the negative. I am now not only feel threatened in my own home, I have lost my personal money, I dont have job I thought I had and now my account is in serious deficit. I have never been involved in any form of illegal activity, I am scared to death and now worried about losing my home, the banking institution I have been with for 23 years and do not have the means to recover these funds. What are my right what can I do, this is criminal I was scammed and a threat was a made on my life. I am asking for your help and assistance in this matter. Kind regards, XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 65804
Submitted Via: Web
Date Sent: 2018-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-11
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: On XX/XX/2018 someone obtained my identity. They opened a bank account with USAA FEDERAL CHECKING with {$10.00} and apllied for and was approved a credit card with a {$25000.00} limit. This person has already pulled {$4900.00} in cash off the card. USAA is disputing my claim telling me it is my account. I have never been in the military and you need a miltary ID to open an account with USAA.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89052
Submitted Via: Web
Date Sent: 2018-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Prior to changing jobs in XX/XX/2007, I applied for a home equity line of credit from USAA Federal Savings Bank in order to cushion the reduction in pay on the order of a decrease of over 30,000.00 per year. This was to provide some relief if it took me longer to reach higher pay in order to pay my primary mortgage and bills as pay increased with the new job. During the application process I asked the operator, " do I need to draw out the total amount at this time or is it always going to be available .... will the amount ( XXXX ) ever be changed? " ... to which the operator replied, " that amount will always be there. '' Some time later, after making my job change and taking a 30k/year pay cut, USAA " reevaluated the value '' of my home and took XXXX back out of the home equity line of credit, contrary to what I was told by the USAA operator during application for the loan. The information given to me by the USAA operator was not correct and this put me at risk of loosing my home and possible bankruptcy. USAA showed no concern when I called in and actually told me over the phone that, " we have to protect our interests ''. My due diligence in researching a way to change careers and simultaneously protect my financial situation was put at risk by USAA. Later again, when my financial situation improved, I called USAA and asked them to reinstate my original line of credit amount so I could consolidate debt to lower interest rates. At that time, USAA stated that the previous adjustment of my home equity line of credit was due to my attempt to refinance my home and was a result of my refinance attempt. I immediately told them that this was not true, knowing that I held a letter from USAA describing why they adjusted my line of credit. Of note is that when I received notice of this adjustment of my home equity line of credit, I was extremely angry. I told USAA that I was lied to during application and I was not happy. Conversely, when I attempted my refinance of my primary residence, there was no instance of anger and I was satisfied with the entire process and was happy to have my home refinanced. Therefore, it is not possible that this adjustment of my home equity line of credit occurred on or about the time my home was refinanced. This appeared to be another lie about my account and a pattern was emerging with USAA. Furthermore, I hold a letter stating that my home was reevaluated as a result of the economy and there is no mention of refinancing of my home - further evidence that these two situations were not coincident. The adjustment was a result of the economy crash and had nothing to do with my home refinance. Why would USAA need to cover up an adjustment to my home equity line of credit in response to an economical down turn? Is it possible that this was not allowed per the terms and conditions? I am researching that today. Now to this complaint. With this history in mind, I recently established a recurring automatic payment for my home equity line of credit to pay off the drawn out amount in specific amount of time. I set up this recurring automatic payment over the phone with USAA and specified that I wanted {$1500.00} paid all toward PRINCIPLE, and separate from my interest payment. This established the rate of payoff that I desired and kept principle decreasing at a specific rate as interest was applied and charged. Today, the second payment was charged to my account and I realized that USAA was taking interest out of my {$1500.00} payment prior to applying it to the principle. Only approximately {$1300.00} was being applied to the principle balance, reducing the rate of payoff and increasing interest revenue for USAA for the life of the loan. I called in and spoke with XXXX who turned me over to XXXX with Executive Resolutions. XXXX reviewed my notes and stated it appeared to be a " human entry error '', stating that it was set up as a, " Special Payment '' which involved removing interest from the payment at the time it was debited and applied to my loan. This is a very specific type of payment with a specific proper name - " Special Payment ''. At no time during the establishment of this payment was I told that is was a " Special Payment '' where interest was decucted prior to applying the payment to my principle. I specifically stated I wanted the payment to go to interest and THEN I wanted my interest payment changed from my savings account to my checking account. At no time was this procedure/payment summarized, specifically named nor identified as a split payment. This is, at a minimum, suspect, as USAA extends the life of my loan by decreasing my principle payment amount ; they increase their interest revenue by doing so ; and at the same time they are raising up my variable interest rate ... recently having changed from 3.65 % to 3.9 %. With the history of this line of credit ( false information at the time of application ; cover up of the reason for " adjustment '' of my loan amount ; and now, delay of my payoff while interest rates are increasing ) it is apparent to me that USAA seems to be practicing revenue maximizing at the cost of their members. They are doing this with false statements and " human errors '', all of which have increased their financial gain, at my expense. I was lied to at the time of application ; I was lied to at the time of request for reinstatement of initial amount ; and my payment was not applied as directed. All this resulting in increased revenue for USAA at my expense. This is low character business practice from a bank I trust to take care of my financial interests. Finally, I chose not to publish previous complaints about this loan to give USAA a chance to remedy the situation internally to my satisfaction. This is the path USAA has taken and this report and all future reports now will be published to the public regarding USAA 's handling of my financial accounts.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32583
Submitted Via: Web
Date Sent: 2018-05-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-10
Issue: Took or threatened to take negative or legal action
Subissue: Seized or attempted to seize your property
Consumer Complaint: 1. USAA is attempting to enforce a lien on a debt that they accelerated and cancelled. They are actively foreclosing on my home on the cancelled debt. I submitted a complaint to the CFPB, and they asked for 60 days to investigate. My home would be foreclosed by the end of that 60 days, so they are dual tracking which is not in compliance with the DOJ. 2. They transferred the servicing of this loan to XXXX, giving the impression that they are the primary lien holder and giving the impression that the debt is valid. I submitted another complaint on both XXXX and USAA for this action for trying to collect a cancelled debt. My court date for the foreclosure is still set for XX/XX/XXXX, while both servicers still contend to the CFPB that they need time to investigate my complaints. Once again, I am in jeopardy of losing my home before that time expires. 3. XXXX has just attempted a practice that you just recently imposed a $ XXXX for. They have threatened to impose forced place insurance on my home, add that expense to the canceled debt which is not valid, and I have an active and current policy. I have uploaded XXXX letter, a copy of my policy, and a statement showing that my policy is current.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27712
Submitted Via: Web
Date Sent: 2018-05-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-08
Issue: Struggling to pay your bill
Subissue: Credit card company won't work with you while you're going through financial hardship
Consumer Complaint: Had a USAA credit card for approximately 17 years, never delinquent, late, etc. Yet, TWICE in as much time - USAA sent me VERY OFFENSIVE correspondence - so on the last one, in XX/XX/XXXX - I demanded that they close my account. Even requested they " negotiate '' a " payoff '' of my account - but was discriminated against because USAA informed me that " USAA only negotiates a smaller amount of a payoff with people whose accounts are delinquent. '' What-the-XXXX?!? Since the closing of my account - I have made monthly payments OVER the amount due ( I also did so during the 17 years it was kept current ) - except for XX/XX/XXXX, wherein I forgot my payment. It was due on XX/XX/XXXX. Today is XX/XX/XXXX - not even an entire MONTH past due - and I have received a letter AND TWO debt collection phone calls from USAA. What-the-XXXX?!?! I sent USAA an email - put in writing - that I DEMAND THEY STOP CALLING ME - yet, again, today I receive another call from USAA! UNREAL and very discriminatory to say the least!!! I am now contemplating BANKRUPTCY. XXXX XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92105
Submitted Via: Web
Date Sent: 2018-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-08
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: I have come to my last resort as I do not know what else to do. My ID was compromised a few years ago and I have tried numerous times to get USAA to remove the mark from my file regarding a JOINT CREDIT CARD account under my name that is housed in their collections department. I have repeatedly sent letters and or reports to the agency and to a collections department to a " XXXX '' who would not give me the last name. I have never signed up for a joint credit card with usaa and i know that my information has been used against me. I have had a stellar relationship with usaa bank and would really hope to continue this relationship as i have several accounts with the same company. However, I am asking that USAA will remove this account and remove any flags that are on my account as a result of an uncollected debt on the account XXXX. USAA intially removed this account from my file, but never notified me per the FCRA that this account would be reinserted at all and as to why. I never agreed to be a joint signer on this account. I didn't even know that it is possible to do so. My ID and pertaining info was compromised a long time ago and I am asking USAA to look at my documents and my stellar account history and remove this debt as this is not mine and was used by someone else against my will.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-07
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: USAA closed a brokerage account and mailed me a refund check. The check they sent to me was deposited in my bank account. The check was subsequently returned as 'Refer to Maker '. XXXX states the check was indeed returned. USAA states the check was paid and will not do anything to help me recover these funds. USAA mailed me a check for {$26.00} and the check was returned unpaid by USAA.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 982XX
Submitted Via: Web
Date Sent: 2018-05-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A