Date Received: 2018-05-04
Issue: Attempts to collect debt not owed
Subissue: Debt was already discharged in bankruptcy and is no longer owed
Consumer Complaint: XXXX assumed servicing of a loan that was cancelled with a XXXX from USAA, the original lender, who is trying to foreclose on my home XX/XX/XXXX. This debt is no longer owed and they have began to send me collection paper work trying to collect money on that canceled debt. I filed a complaint to the CFPB, and I have appealed the foreclosure in court. I have an attachment of the letter from XXXX attempting to collect the debt, disclosing their intent. I also have an attachment of the XXXX attached, canceling the debt in XX/XX/XXXX. And finally, I have attached the foreclosure action filed on me from USAA for this debt, acting as a substitute trustee, holding a lien.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27712
Submitted Via: Web
Date Sent: 2018-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-04
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/XXXX I lost my debit card and someone got ahold of it and withdrew {$600.00}. I disputed the charges and USAA credited my account {$600.00}. Then yesterday XX/XX/XXXX USAA took back that money. I called them to ask why they took it back they said the fraudulent charges were not fraudulent because the person that used my card used the PIN. The last place I had my card was Do It Best in XXXX XXXXXXXX the same day as the charge of {$600.00}. I noticed my card missing the following day when I attempted to buy groceries at grocery outlet in XXXX CA. This is the fourth time they have done this to me I needed to buy equipment for my job but now that I am {$230.00} in the hole I can not do anything and I am at risk of losing my job.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 960XX
Submitted Via: Web
Date Sent: 2018-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-03
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 believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98902
Submitted Via: Web
Date Sent: 2018-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-03
Issue: Managing the loan or lease
Subissue: Problem with additional products or services purchased with the loan
Consumer Complaint: On XX/XX/XXXX, I contacted my bank, USAA, to set up an auto loan to purchase a new vehicle. The rep was helpful and set everything up while we were on the phone. As part of the process, the rep offered " Total Loss Protection '' on the loan for {$290.00}. I stated I wasn't sure if my auto insurance ( also through USAA ) already had Total Loss Protection coverage on it, but the rep assured me I could " call in and cancel '' the Total Loss Protection at any time within 60 days and it would be refunded immediately if I had coverage / did not want it. I was told the {$290.00} for the Total Loss Protection could not be put on the loan, but would need to be payed upfront, on a credit card. After being reassured, again, that the {$290.00} could be easily refunded with a " quick phone call '', I went ahead and authorized the payment. I picked up the vehicle on XX/XX/XXXX, checked my insurance coverage shortly thereafter, and found my auto insurance plan did indeed offer Total Loss coverage. I called USAA to cancel the Total Loss Protection on the loan and request a refund. After 58 minutes and multiple transfers, I was told canceling the Total Loss would not result in a refund to the credit card I paid with. I was told once I provided a written request, {$290.00} would be applied to the back-end of my auto loan. I let USAA know this was not what I had agreed to, and was not pleased. They reviewed the initial call with their rep, acknowledged that she did " perhaps '' misrepresent the method of refund, but would do nothing to rectify the situation. Thus began an epic battle to even obtain the {$290.00} principal payment ( which, as of this writing, I still have not seen ). Multiple phone calls ( many of them an hour or longer ), online " chats '' with reps, broken email links, faxes sent, and hours wasted. I have never seen such obstacles placed to obtaining a refund for an unwanted and misrepresented product. In the 13 years I have been a member at USAA, I have never experienced such rudeness ( and at times, such thinly veiled hostility ) as I have over these last few weeks in dealing with this. All I asked was for USAA to do as they said : initially, the expectation was for a " quick and easy refund '' if I cancelled the Total Loss Protection ; now I am just hoping for the " principal payment '' on the loan in the amount they owe me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 06790
Submitted Via: Web
Date Sent: 2018-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-02
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I hold the durable power of attorney for my aunt who is medically unable to handle her finances and other items. Earlier last year we decided to move all of her banking from XXXX and XXXX XXXX to USAA Federal Savings Bank. This process was extremely difficult because even USAA didn't understand their own process for establishing a power of attorney on a new account. We were forced to deal with the same account lock out situation. After several weeks, the account was set up with the power of attorney and I was able to manage my aunt 's financial obligations. Today ( XX/XX/2018 ) when I tried to access her account, I received an error message indicating the account had been locked because contact information was incorrect. This seemed odd as I did not recently provide any contact information. I called the phone number that was provided to unlock the account and was told I would have to call back in several days. They refused to give me any reason for the account lock and hung up on me. I understand that sometimes security issues arise but that is no excuse for not notifying the member or their representatives ( as specified in the account details ) that were created when the account was opened that access may be limited during a security review. If USAA doesn't understand their own processes for POA 's on an account, perhaps they should review their policies and procedures and provide remedial training.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85032
Submitted Via: Web
Date Sent: 2018-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-02
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/XXXX, I hired attorney XXXX XXXX XXXX to represent me in an appeals case. The cost for this service was {$13000.00} and was paid using my USAA Visa credit card. The attorney never completed the contracted work, and then did not file the appeal by the deadline. I asked the attorney for a refund on XX/XX/XXXX, but he refused a refund and then quit. Naturally, I contacted USAA about the issue and USAA filed a charge back on my behalf based on " services not rendered ''. The attorney responded to this charge back claiming to have completed some measure of service. He stated I was not satisfied with the work, but it was work nonetheless. In the attorney 's claim he submitted time sheets that displayed he had completed {$17000.00} worth of services. I responded to USAA asserting that the time sheets did not make any sense. I provided email correspondence between the attorney and myself to prove that the time sheets were not accurate and displayed dates / times that were a complete forgery. USAA decided to close the dispute in favor of the attorney. USAA 's response to me, via employee XXXX XXXX, was that I shouldn't had filed the dispute as " services not rendered '' but rather as " services not described. This was extremely disheartening because the only reason the dispute was filed as " services not rendered '' was based on USAA 's recommendation and action. I was then advised, by USAA, to pursue civil recourse. Following my contact with USAA, I filed a complaint with the Washington D.C. Bar association concerning a long list of malpractice behavior committed by the attorney. The bar association began to conduct its own investigation that is still ongoing as of XX/XX/XXXX. During this investigation, the actual time sheets, kept by the attorney, were uncovered and provided to me. I was right, the time sheets provided to USAA were a complete forgery. The time sheets given to USAA did not have a few mistakes where one or two lines of information or billable time were different, but rather every single line was completely different from those uncovered by the bar association. The time sheets the bar association acquired displayed less than 4.5 hours of billable work. The attorney had purposefully submitted a forgery to USAA with the intent of stealing {$13000.00} from my account. I contacted USAA through XXXX XXXX beginning on approx. XX/XX/XXXX. After about 5 weeks of leaving messages I was finally contacted by XXXX XXXX and XXXX XXXX claiming to work for USAA 's CEO office. I explained the situation to both of them, describing the forgery of documents used in the dispute case, the theft, and fraud. I was then asked to submit the evidence that I had regarding this issue. I submitted a letter reiterating the course of events that had occurred, and also the time sheets uncovered by the Washington D.C. Bar association. For good measure, I also resubmitted the documentation from the original dispute so the evidence could be compared. Within 48 hours, I received a call back from XXXX XXXX. She informed me that the case will remain closed, that USAA will take no action, and that I would need to pursue relief via civil means. I asked to speak with the person who made this decision, and XXXX XXXX informed me that they will not be speaking with me. I then asked to speak with one of the CEO 's that she works for, and she told me that she will not allow me to speak with one of them either. Let me be extremely clear, this is NOT a civil issue. There is ZERO ambiguity about this. The laws governing the attorney in Washington D.C. are as follows : theft, fraud in the first degree, and forgery governed by District of Columbia Codes : Chapter 32, 223211 Theft, 223221 Fraud, and 223241 Forgery. This is written in black and white and is considered criminal behavior, NOT civil. All 50 States in the United States carry some criminal penalty for this type of felony that range from 3 - 5 years in prison. There are only two reasons that USAA would permit this type of bank fraud against one of its members : One, USAA has something to gain from not stopping it and is conspiring with the criminal attorney ( this seems unlikely ) ; or two, USAA just doesn't care if they facilitated the theft of {$13000.00} from one of their member 's accounts because it does not affect their company. After all, I am the one whose money was stolen, not USAA. So why should they care? The fact that they have the evidence of the fraud right in front of them and are choosing not to act on what is clearly a crime should be addressed immediately.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 957XX
Submitted Via: Web
Date Sent: 2018-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-01
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: I received a letter from a debt collector trying to collect a debt that I received a XXXX for. They never put in writing I can dispute the debt only a payment option.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23513
Submitted Via: Web
Date Sent: 2018-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-01
Issue: Managing the loan or lease
Subissue: Problem with fees charged
Consumer Complaint: In the beginning of the year i took out 2 auto loans one for a truck and one for a car from USAA. USAA accepted a payment on XX/XX/XXXX for the truck loan. On XX/XX/XXXX i set up automatic payments to be drafted out of a different account beginning in XX/XX/XXXX and then on XX/XX/XXXX they took another payment for the truck and on XX/XX/XXXX they took a payment for the car causing my bank account to hold a negative balance. and generating a non sufficient fund fee of {$25.00}. they refused to refund the {$25.00} or admit that their computer system made an error. I believe this is another example of fraud by a large bank to generate unnecessary fees against consumers.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85027
Submitted Via: Web
Date Sent: 2018-05-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-01
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: USAA closed all of my bank and credit accounts without warning or reason.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 780XX
Submitted Via: Web
Date Sent: 2018-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-29
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I paid my usaa XXXX XXXX card off a month ago. They show and say my balance is XXXX, however usaa has reported a {$3600.00} balance to all 3 credit bureaus and they are blaming it on the bureaus. They have made my score drop over 100 points with this inaccurate information. I believe that this was done out of malice due to a disagreement with them. They admit my balance is XXXX, but are still reporting inaccurate information about the balance.
Company Response: Company believes complaint is the result of an isolated error
State: MO
Zip: 65203
Submitted Via: Web
Date Sent: 2018-04-29
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A