Date Received: 2017-12-18
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XXXX XXXX, XXXX, I canceled my auto and home owners insurance policy with USAA. At the time we also canceled the auto draft associated with our insurance account. The auto draft came from our Checking account which is also with USAA. On XXXX XXXX, XXXX, without our permission, XXXX XXXX charged our account via auto draft, over {$400.00} for funds due on the canceled account. This resulted in an overdraft on our account. I contacted the XXXX XXXX department who referred me to the USAA Checking services. When I contacted USAA checking services to file a complaint, I was told there was nothing they could do since it was USAA Insurance that took the money. Apparently at USAA if something illegal is done between divisions, they have no interest in addressing them. My wife and I did not authorize this charge or release of funds. USAA has illegally accessed our checking account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23451
Submitted Via: Web
Date Sent: 2017-12-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-18
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: FCRA states information reporting has to be 100 % verifiable and 100 % accurate otherwise the information must be removed under federal law. XXXX has been reporting unverifiable and inaccurate information on my credit which has damaged my credit. I intend to litigate if they do no remove this file from my credit report. I request for them to provide the written contract and physical documentation to support the information they are reporting on my credit report via the CFPB portal. Do not send screenshots. Do not send medical statements. Send my actual signature on a contract. As this debt is Not mine.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: UT
Zip: 84041
Submitted Via: Web
Date Sent: 2017-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-15
Issue: Getting a loan or lease
Subissue: Fraudulent loan
Consumer Complaint: On XXXX XXXX XXXX my husband and I were both approved for XXXX by Usaa for two auto loans. My husband purchased a new 2017 XXXX XXXX in XXXX, and on XXXX XXXX, I purchased a 2015 XXXX XXXX with 37,883 miles from XXXX XXXX XXXX for 26,745.50. Upon the purchase I called Usaa on the dealership phone because my cell phone battery was now dead, so in the presence of my husband, XXXX XXXX the finance manager, and XXXX my sales person, I gave all the information and we discussed the terms of 72/82 months and the interest rate of 4.59 % with a payment of XXXX as per my previous discussion which included the gap insurance. I received a call from The dealership three months later in XXXX informing me that Usaa had not funded the loan. I along with XXXX XXXX the finance manager spoke with someone in escalations at Usaa and they assured us in will be handled in two days. The loan funded, but to my surprise as I kept calling Usaa to understand why after the funding, my payments are conflicting to say the least. One note have the loan amount financed as XXXX for terms of 12 months interest rate of 5.3277 % and payment of XXXX, then the second note shows XXXX was financed with a 5.3252 % int rate and monthly payment of XXXX this is predatory lending. I was told by both XXXX XXXX ID # XXXX, and XXXX ID # XXXX that the representative XXXX choose the incorrect terms, and both acknowledged it was Usaa mistake, but the only way to resole the issue was to refinance the loan. I filed a complaint with the Office of the Comptroller of the currency and i received a call from XXXX XXXX in the office of the XXXX, who still insists that refinance was the only resolution, i agreed and give the okay to pull my credit and was denied due to not having enough credit. This is predatory lending and i did not agree to any of these terms. Prior to the loan funding Usaa did n't even see my car in their system, they are trying to cover their unscrupulous behavior, and Usaa should be held accountable.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30039
Submitted Via: Web
Date Sent: 2017-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-14
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: This company, USAA, claims to have the right to hold payments to my credit card balance for 7 days. Whenever I make a payment, they deduct it from my checking account and credit it to the balance on the credit card but the funds are not available for use for 7 days. It is the only credit card that I have that has this policy. Is this legal?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20817
Submitted Via: Web
Date Sent: 2017-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-13
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: I was told if I bring my credit card current it would not be closed. I posted a payment for XXXX/XXXX/XXXX and that payment posted on XXXX/XXXX/XXXX. I had set my payment up by phone with a representative at USAA prior to this to be pulled on XXXX/XXXX/XXXX. They understood my concern with paying this before being closed and used that as an advantage to take my payment and close my card. I made a payment of {$1100.00}, that posted XXXX/XXXX/XXXX. This bank used scare tactics and continued to harass me even after I set my payment up in advance.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78250
Submitted Via: Web
Date Sent: 2017-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-13
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/XXXX money was stolen from my bank account through an unauthorized on-line money transfer not made by me or my wife ( the only account holders ). The theft was timely ( within 30 minutes ) reported to the Bank, and the Bank 's representatives stated the account would be locked pending a fraud investigation. After this call, additional monies were stolen out of the account - it had not been locked as reported by the Bank. This additional theft was again ( still on XX/XX/XXXX ) timely reported to the Bank. Since then, on multiple occasions, I was told the stolen monies would be placed back into my account within 3 business days. Today, I received notice that the Bank was rejecting the claim of fraud reported on "XX/XX/XXXX ''. Given these circumstances, it is clear the Bank did not conduct a legitimate investigation and is disregarding the true facts of the theft.
Company Response: Company believes complaint is the result of an isolated error
State: GA
Zip: 30024
Submitted Via: Web
Date Sent: 2017-12-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-14
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 is my sixth complaint regarding errors and payments not being reported to the credit bureaus with my XXXX XXXX loan. I was sent a response from the fifth complaint stating from USAA now doe not have to show any payments nor money being exchanged towards my XXXX XXXX loan during the entire forbearance period to the credit reporting agencies. In which, I did contact XXXX XXXX, XXXX XXXX and XXXX XXXX XXXX whom I am working with now on a new home after going under contract with a buyer at the beginning of this month. XXXX XXXX XXXX underwriter stated that the payments shown on the report by XXXX XXXX do not reflect the same as on my credit report and need to be corrected. As stated by XXXX XXXX XXXX, their paper trail of payments being made, even regular payments are not being reported nor shown on my credit report. I was told by all three banks that the only time payments do not have to be submitted to the credit bureaus by any bank is if my home was in a hurricane disaster zone. In which, my home was not in a hurricane disaster zone. I have until the end of this month for XXXX and USAA to work together to get my payments corrected and posted to the credit bureaus. I am as well requesting my FICO score be reinstated. I was told by both companies that the only ones that can reinstate my FICO score are the credit bureaus. I was told by all three credit bureaus that only XXXX or USAA can fix the errors and payments not being reported, as well my FICO score. As shown on attachments, clearly you can see where there are not regular mortgage payments being shown, only that my acct is in forbearance. I was told by all three banks, once they started reporting payments as they did for XXXX, XXXX, which ironically has now been deleted by XXXX, all continued regular mortgage payments should also reflect as they do on my payment report by XXXX. All I am now receiving is blame by XXXX towards the credit bureaus for not reporting payments. I also had a phone conference last week with XXXX at XXXX and XXXX a consumer advocate for USAA. XXXX did understand the errors, did state to me he would look into having them corrected on the credit reporting side of XXXX/USAA. I was also told a follow up conference call would be scheduled for this Wednesday, XXXX XXXX, XXXX at XXXX. That day and time came and went, I never received the conference call. I even emailed XXXX the consumer advocate for USAA yesterday evening, twice, and she never returned one phone call. I will not continue to rearrange my work schedule around time promised only to not receive a phone call nor at least a legitimate reason via email. It is extremely unprofessional by USAA consumers advocate, XXXX at their XXXX office. I looked yesterday as attached to now find that XXXX covered up the XXXX XXXX payment that they had previously posted. XXXX XXXX XXXX underwriter does not understand why XXXX is not reporting my payments. They also stated, yes, they can report it in forbearance, but once they started reporting a payment, as they did for XXXX XXXX in the full amount of XXXX. They needed to report the remaining payments. I was told by XXXX XXXX XXXX that it appeared to them that it is an abuse of power issue over the consumer by both XXXX and USAA. I will continue the complaints, now filed as well with the XXXX Attorney Generals office, until my credit reporting has been corrected. I do not understand nor does any other bank, why it is taking several complaints to get this resolved. To them, it is a quick fix and not in the least bit unfeasible to ask of my mortgage loan holder. I only have until the end of this month to have my credit reporting showing payments that are missing resolved. The current buyers of my home were generous enough to give me 30 days to fix this issue. I am running out of time and XXXXUSAA know this very fact. I am also asking the credit bureaus to carefully look into my history of credit reporting by XXXX. You will see, as I have addressed to XXXX and XXXX with XXXX and USAA that XXXX XXXX payment with XXXX was submitted. Now ... ironically the great cover up begins as it disappeared off my report as shown via attachments. I will not stop until this gets resolved. I will seek higher avenues until this gets resolved. 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: 2017-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-13
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: In XXXX 2017, we applied for a mortgage with USAA. We were pre-approved and needed to sell our home before moving forward with the home we were purchasing. Our contact at USAA pushed us to send them the contract for the new home so that we could get our rate locked. We later found out, because we did n't sell our house soon enough, that our rate lock would be expiring and we would have to pay to keep it. Luckily, we found a buyer and were going to close on the sale of our home just in time - XX/XX/XXXX and our rate lock expired XX/XX/XXXX. We were supposed to be able to close on both homes the same day. A week before closing, we find out that the appraisal had to be revised because it included separate land that could not be included in our loan. The appraiser still got the lots incorrect on the report, missed updating the purchase price, and did n't get the documents uploaded as needed. All of this took about a week and so we had to push out our closing date. I told XXXX at USAA I wanted to close by the XX/XX/XXXX, but then we found out more mistakes were made : XXXX incorrectly entered our email addresses for us to get the documents to sign, we had to submit a correction on the city of the property because it did n't match the zip code as USPS has it, we needed updated bank statements because suddenly we owed more money than they expected - many, many things that could have been caught BEFORE we were in the final week of closing. The biggest issue that we had was USAA sent me the " final '' closing disclosure on Friday XX/XX/XXXX, 3 days prior to closing, as was required. I called on Monday to understand why we suddenly owed {$2200.00} at closing, which increased from {$1100.00} the last time I spoke with XXXX, and he told me that still was not the final version and that we would be getting a {$3.00} check back at closing. WITHIN HOURS of that conversation, he called me back and said that a mistake was made. They did not get an updated property tax statement since taxes were paid more than A MONTH earlier and so we would owe {$1400.00} at closing. THEN, the day of closing, I received notice that they were calculating our monthly insurance rate incorrectly and both our monthly payment AND costs due at closing would increase to {$1900.00}. ALL of these changes were being made within the 3-day window of closing, which I understand, is not supposed to happen. We were all over the place with our closing costs and I am EXTREMELY upset about the whole experience. AND I paid 2 weeks of rate lock!!!!! Because of their mistakes!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 557XX
Submitted Via: Web
Date Sent: 2017-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-12
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: On XXXX XXXX, XXXX, I received a notice from a fraud detection service I am a member of. ( XXXX XXXX ). They showed that I was turned in by USAA Bank for " being over the limit '' on my credit card with them. Since I had scheduled a payment to be made the prior week before the stated " Due Date '' in XXXX, I went in to check to see why USAA did not process my scheduled payment. I have had several intermittent issues with USAA processing my payments over the past few years - some with credit cards and some with premium payment for insurance. Each time I notified them of their problem, but no fix has ever been initiated by them to my knowledge. Once I saw this notice from XXXX, I went into the USAA website to see what the problem was. Again, they did not process my scheduled payment causing this " over the Limit '' issue. I immediately made ANOTHER payment. This time it was processed. The date was XXXX XXXX. The XXXX notice and information passed along to XXXX ( and perhaps other credit reporting agencies ) stated falsely that on XXXX XXXX, my account was " over the limit. '' On XXXX XXXX, I went back into the XXXX account to make sure the supplemental payment I made showed up, as it did on XXXX XXXX. It was there on XXXX XXXX and I made a screen shot of the USAA information posted. USAA provided reports to the credit reporting agency ( ies ) that stated I was " over the Limit '' on XXXX XXXX, XXXX, even thought their own documentation showed otherwise. I notified USAA to report this false report and or the few hours that my account showed being " over the limit, '' provided them with the screen shot and asked them to look into my files to see all of the many other times they did not process my scheduled payments, and asked them to send the corrected and correct information to XXXX and other reporting agencies to clear up this problem they created. They contacted me after a few weeks and said that they " thoroughly '' investigated this and this was not their error. Not sure how this is possible with the facts and evidence I provided, but nonetheless this was their stance. I have along list of documentation history on the scheduled payment problems with USAA, the XXXX Report, the USAA Account screenshot that I can provide to support the statements made herein.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-11
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: I have called several times to request a more compatible interest rate on my credit card. Their APR decision was based on information over 5 years ago. My credit scores and credit behavior has improved immensely since the account opening and it should be reviewed accordingly. Its unfair to the consumer that they continue to be penalized year after year with unrealistic and incompatible rates. I have escalated this to the office of the president and yet no one seems to care. My next step is to contact the media in regards to unfair practice by USAA as they are taking advantage of us veterans who put our lives in peril for our country.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89129
Submitted Via: Web
Date Sent: 2017-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A