Date Received: 2017-11-10
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I am lodging a complaint against USAA. I ordered a re-built engine from XXXX on XXXX XXXX, XXXX, specifying the VIN number of my XXXX XXXX XXXX. USAA debited my checking account {XXXX for the engine and XXXX for the shipping. However, XXXX set me an engine which my certified mechanic told me on XXXX XXXX, XXXX, was incorrect. I asked XXXX to collect the engine and refund my cost of XXXX and {XXXX}. They refused. XXXX told me to pay a substantial re-stocking fee of XXXX XXXX and re-order. I declined this suggestion as XXXX sent me the wrong engine and I was not liable for re-stocking or re-shipping. Thus, I lodged a dispute with USAA on XXXX XXXX, XXXX. I subsequently uploaded to the USAA site many documents supporting my case including my order form which included the VIN number. I also sent several letters to the CEO of USAA to the address in XXXX XXXX, the location of corporate headquarters ; the only responses have been a computer generated message on my USAA accounts site saying that the letter has been received and action will be taken. On XXXX XXXX XXXX, I received a telephone call from a USAA " representative '' relating USAA 's decision to rule in favor of XXXX ; an adjustment of ( XXXX XXXX was placed on my checking account on XXXX XXXX. I asked for a written explanation. To date, I have not received a written letter or on-line document which presumably would explain USAAs actions to which I totally object. I find this lack of documentation on the part of USAA totally unprofessional and violating due process standards. Also USAA did not assign me a " case worker '' so each phone conversation has been with a different person with no last name. Let me briefly encapsulate again : I ordered a re-built engine for my XXXX XXXX XXXX from XXXX, and provided the VIN number of my car. For those of us who are not aware, the Vehicle Identification Number ( VIN ) specifies exactly the parts and engine for that specific car. My VIN indicated my car required a v-tec engine ; I was sent a SOHC engine. I requested XXXX to pick up the incorrect engine and send me the VIN-required engine. This XXXX refused to do ; hence the dispute. I continue to protest the decision of USAA and will continue to protest as indicted by this complaint. The facts support my position and any unbiased reviewer of the evidence would agree. USAA could easily call any XXXX dealership to validate that my VIN would not specify an SOHC engine. My accounts at USAA are now dormant. I am copying here the letter of XXXX XXXX, XXXX to the USAA CEO which is a more detailed account of the issue. _____________________________________________________________ XXXX XXXX XXXX The Chief Executive OfficeXXXX USAA Federal Savings Bank XXXX XXXX XXXX XXXX XXXX, TX XXXX XXXX : USSA Account AND USAA CASE # s Dear Sir or Madam : I am closing my checking and savings accounts with USAA after many years due to unimaginable inefficiency and ineptitude on the part of USAA in handling a dispute I have with XXXX, a company that sent me the wrong engine. This XXXX engine has been sitting in my garage for nearly four months for which I have no use and did not order ; XXXX has yet to collect this motor. I do no have large account balances but I suspect the vast majority of your banking clients are people like me. So I am asking for your review and the kindness of a response For clarity, I will briefly recite the chronology ; please note that all the documentation requested has been uploaded on your website. 1. On XXXX XXXX, XXXX, I ordered a re-built engine for my XXXX XXXX XXXX from XXXX ; my checking account was debited XXXX} for the engine and XXXX} for the shipment. 2. On XXXX XXXX, XXXX, the engine arrived at my mechanics place of business. 3. On XXXX XXXX, XXXX, the mechanic informed me it was the wrong engine. 4. XXXX refused my request to exchange the engine for the correct one. 5. I called USAA on XXXX XXXX, XXXX, to initiate a dispute, and was asked to submit a statement. On XXXX XXXX, USAA adjusted my account with a credit. Items 1-5 were explained in detail in a XXXX XXXX, XXXX, Statement for the Record, which I uploaded to the website. 6. On XXXX XXXX, I received a voice mail from the USAA call center and after great difficulty in reaching a customer care representative, I was informed that no more information was needed. A Statement for the Record about this USAA encounter was uploaded to your website XXXX XXXX, XXXX. 7. Subsequently, another call center phone message was received stating that more information was needed in stark contrast to the previous received call. Nonetheless, in response, on XXXX XXXX, XXXX, I submitted/uploaded four documents to the USAA website : a. XXXX XXXX XXXX XXXX Warranty and Return Policy c. Master Mechanics Statement Attesting the wrong engine was sent by XXXX XXXX XXXX Dealership documentation regarding the proper engine for my XXXX XXXX XXXX ( in effect a second mechanic testament ). On several occasions, I have asked for a status of my dispute sending an on-line message and always receiving the standard electronically-generated response which never resulted in any real action dealing with my dispute. On XXXX XXXX, XXXX, I was called by a Call Center person asking for a second mechanics opinion. In this conversation, I indicated my utter frustration. It has become clear to me that the USAA operation which handles account holder disputes is seriously flawed ; a dispute is handled by a multitude of customer service representatives each of whom really knows nothing about the case and simply tries to delay the resolution. It appears to me that USAA is trying to defeat its account holder/s with unintelligible requests and delaying tactics. USAA is living on past reputation. My case has been open since XXXX XXXX, almost four months. I have met every request put to me by USAA in a timely manner. My tolerance for incompetency has reached its limit. There are two consequences to this ineptitude : I am closing my USAA accounts and opening accounts with the XXXX XXXX XXXX XXXX, and I still have in my garage an unordered and unneeded Honda Civic engine. Again I ask for the favor of a timely, written response,
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92307
Submitted Via: Web
Date Sent: 2017-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-09
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I went to a USAA ATM to withdraw money from my USAA checking account. My USAA ATM card and my USAA credit card look almost identical. I accidentally put my credit card in the ATM instead of my ATM card. I proceeded with the withdrawal and at no time did the ATM indicate that I was using a credit card or that I was taking a cash advance. The screen asked how much I wanted to withdraw and my receipt says withdrawal. I did not know that I had made a cash advance until later that night when I was reviewing transactions. I called USAA the next day, but there was nothing that they could do because the transaction had not posted yet. The following day, I paid the money back that I had withdrawn and I called USAA. The 2 people that I talked to said that they would not refund the fee and interest and that it was my fault that I put my credit card in the ATM. I believe that there are several instances of deceptive business practices in this case. 1. The cards look almost identical. 2. The ATM did not tell me which account I was using. 3. The ATM told me that I was making a withdrawal not a cash advance. 4. The ATM did not tell me that I was going to incur any fees. 5. The receipt told me that I had made a withdrawal not a cash advance. 6. There were no fees listed on the receipt. 7. USAA did not allow me to reverse the transaction even though I notified them right away when I realized the mistake. I believe that this could have been prevented if USAA had been more open about the transaction while it was happening. It also could have been resolved easily by the company, but unfortunately their representatives just did n't care. This is actually the first time that I have had a less than awesome experience with USAA customer service.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76544
Submitted Via: Web
Date Sent: 2017-11-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-09
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I have a checking account at USAA. They have returned payments when my statement balance has been over the amount requested. They keep two ledgers, one with an " available balance '' and one with a " statement balance '' and play games with the timing of the deposits and payments each day in order to hold funds XXXX deposits XXXX and maximize fees ( take payments out at the end of the day, not when presented but after all other debit card transactions have gone through ). For instance, on XXXX/XXXX/XXXX I transferred {$1600.00} from an account at XXXX to my USAA checking account. The bank increased my statement balance by the full {$1600.00} on XXXX/XXXX/XXXX but increased my " available balance '' by only {$500.00} and " held '' {$1100.00}. This technique caused me to have multiple payments returned and fees charged. I checked my XXXX account and XXXX released the funds from my account and withdrew them on XXXX/XXXX/XXXX. As of today my money has still not cleared as of this day. i was told the {$1100.00} would be released on the XXXX ( 8 days later! ) and when I saw a notification of such I assumed that was the last day ... not the actual day as other banks usually give a timeframe. When I called the bank, they told me that the " account history '' determines whose funds get held and whose do not and they are released in " waves. '' I believe that USAA is discriminating between account members on the amount of time it takes to receive their money. I also believe this discrimination is directed at lower socioeconomic individuals who will have a harder time making payments with longer " hold times '' and lower balances. I believe this is an unscrupulous banking practice affecting our nations hero 's and targeting veterans and service members who may not have financial acumen as USAA is branded as a " military '' bank. I further suspect these " held '' funds are most likely held in an interest bearing account, where USAA makes a profit on the additional days ( short term and overnight interest ) it holds the funds and also gets to charge more overdraft and NSF fees because the account holder 's " available '' balance is now lowered for a longer period of time. The fact that I was told that the hold times are longer for " certain account holders '' shows that this is a discriminatory practice and targets those with lower balances and who have harder times making payments. By doing this, USAA is discriminating against some of its customers and also making money off of veterans and service members in an unscrupulous and predatory manner.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 606XX
Submitted Via: Web
Date Sent: 2017-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-09
Issue: Communication tactics
Subissue: Used obscene, profane, or other abusive language
Consumer Complaint: **Explicit Language** XX/X/2017 - A repossession agent violated FDCPA working on behalf of USAA. On Wednesday XXXX XXXX, 2017 a repossession agent made contact with me in person at my place of residence. Repossession agent identified himself, his employer, and who he is working on behalf of ( USAA ) and the collateral after asking if I was the responsible party. He advised he was at my place of residence to recover the collateral. I said, " well its in my garage and I am not going to open it ''. He asked what do I think will happen if he goes back to his truck and tells USAA that I said, " XXXX XXXX '' ( implying that I was n't going to pay USAA ever again ( for the record the only thing I said to him was " well its in my garage and I am not going to open it '' at no time did I use explicit language ) ) to which I replied, " It does n't matter because am not dealing with this through you and you are not the one I am to pay ''. He then said he is just trying to help me. He said I can hide from repossession but " this will not go away and USAA will keep repossession efforts no matter how much I pay. '' He went on to tell me that he has multiple vehicles he uses to repossess with and not just the truck that is in my driveway ( attempt to invoke fear ). After hearing his last few sentences I started closing the door as I knew that his statement was in violation of the FDCPA by threatening endless repossession efforts unless intending to do so. With the door nearly closed he began direct profane language escalating in speed and volume primarily the " XXXX XXXX XXXX in attempts to humiliate and abuse.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 49548
Submitted Via: Web
Date Sent: 2017-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-09
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I had a account with USAA that i filed chapter XXXX on and it is still active. My wife 's credit report is showing 90 days late on this account, she was an authorized user only.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 316XX
Submitted Via: Web
Date Sent: 2017-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-08
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: On XXXX XXXX, XXXX, the home equity loan held by USAA was paid off by the title company when we closed on the sale of the house. I obtained from the title company proof that USAA received the payoff on XXXX XXXX, XXXX. I checked my credit report in XXXX, XXXX and again XXXX and found each time that USAA did not report that the account was paid in full but erronously reported it as a collections/charge off with an unpaid balance. I phoned XXXX XXXX at USAA XXXX offices in XXXX and XXXX, leaving a detailed message each time. I never received a response. On XXXX XXXX, XXXX, I faxed a letter to USAA demanding that it immediately and correctly report that the loan is paid in full and remove the false and derogatory information from my credit report. I faxed a copy of the letter to CFPB as well.
Company Response: Company believes complaint is the result of an isolated error
State: CO
Zip: 80537
Submitted Via: Web
Date Sent: 2017-11-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-08
Issue: Struggling to pay your bill
Subissue: Credit card company won't work with you while you're going through financial hardship
Consumer Complaint: XXXX : XXXX : USAA responds, " In your submission, you state that USAA has refused to work with you regarding your two credit card accounts. You state your request to lower the rate or consolidate the debt was denied. You advise you are two months behind on payments and are unable to catch up. You believe USAA should be required to lower your rate, consolidate your credit cards into one monthly payment, and correct what you perceive to be fraudulent credit reporting. Your XXXX XXXX account ending in XXXX has a current annual percentage rate ( APR ) of XXXX percent. On XXXX XXXX, XXXX, the account was closed. Your account became delinquent on XXXX XXXX, XXXX. Your XXXX account ending in XXXX has a current APR of XXXX percent. The credit card was closed on XXXX XXXX, XXXX. The account became delinquent on XXXX XXXX, XXXX. You are receiving the best APR available based on your credit qualification. On XXXX XXXX, XXXX, USAAs XXXX XXXX XXXX XXXX XXXX XXXX received your email stating you were in the process of obtaining a consolidation loan to pay the credit cards, and you requested a forbearance on the two credit cards. XXXX responded to you by email asking that you contact them to discuss your accounts. XXXX has also left multiple voice messages asking you to call them so they may review your accounts for any possible assistance. To date, you have not contacted XXXX. USAA does not offer consolidation loans ; however, you can apply for a personal loan to pay off existing debt. Your application would be reviewed to see if you qualify for the loan. USAA does not lower the APR on credit card accounts. USAAs Member Assistance Team is available to discuss possible payment programs to assist you. You can contact the Member Assistance Team at XXXX XXXX XXXX XXXX, XXXX XXXX. XXXX XXXX, we have made multiple attempts to assist you by telephone and email asking you to contact us so that we can discuss your accounts. You have not returned any of our voice messages or emails. We ask that you contact the Member Assistance Team so that we can attempt to assist you. We confirmed that your accounts are being reported accurately to the consumer reporting agencies ; therefore, no corrections are warranted. We appreciate you allowing us to review this matter and respond. Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC. '' USAA states above that the XXXX XXXX rates are based upon what I am qualified for. This is not beneficial and consistent with my original complaint that they are not willing to work with me. They also indicate I have not returned calls from XXXX. That is inaccurate and why i prefer to have my communication in writing. The number listed cycles through and lands me on extended hold. USAA indicates they do not offer consolidation loans but they do offer personal loans. On the personal loan application, there is a drop down indicating the purpose of the loan. Consolidation of debt is on the USAA drop down list therefore, USAA does offer consolidation loans but chooses to be less than candid. I applied for a personal loan for loan consolidation. $ XXXXXXXXXXXX XXXX XXXX XXXX months. Upon submission, I was directed to call XXXX which I did. I was placed on hold. It seems to me that USAA is more interested in driving up interest rates than assisting struggling customers. It appears USAA would prefer to charge off debt and inflict long term damage to struggling customers instead of working through the problem. I have no doubt USAA will push this matter to a Charge Off.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-09
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: This is the fourth complaint against my bank on a XXXX XXXX mortgage which payments started being made XXXX XXXX. This is my fourth complaint against XXXX XXXXn failing to report all of my mortgage payments that I have made to them. In which, I have copies of all cashed checks, payments being made on my XXXX XXXX XXXXoan. Once again, I have gotten no resolution regarding errors that need to be fixed by my mortgage loan holder, XXXX. Each time I am directed to someone in their home office, I am told they are only going by the file that is sent to them. A bull's-eye report, in which, they believe the information being submitted to the credit bureaus is correct. As you can see, from XXXX XXXX latest facts and findings. XXXX, once again, is not reporting my payments being made as I have since XXXX XXXX. I have been brushed off, not taken seriously and continuing to not see my payments, ALL payments that have been made on my XXXX XXXX loan submitted to the appropriate credit bureaus. Each time, I call XXXX they tell me what they see on their end is all payments being submitted to the credit bureaus, even during the forbearance plan, in a timely manner. However, I have made over several calls to all three credit bureaus. In which, as you can see, XXXX is not reporting nor showing all of my payments that have been made on my XXXX XXXX loan. I will continue filing complaints, even going in another legal direction, until this issue is resolved.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 470XX
Submitted Via: Web
Date Sent: 2017-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-03
Issue: Problems at the end of the loan or lease
Subissue: Problem while selling or giving up the vehicle
Consumer Complaint: I filed a bankruptcy chapter XXXX that was converted into in chapter XXXX. If there are assets I want to surrender or keep, The legal process requires me to file a bankruptcy form, I filed a request to reaffirm my debt for my vehicle, XXXX XXXX XXXX. and USAA denied the request. I then filed a request to surrender the vehicle which they also denied, I believe according to the Federal Bankruptcy Laws, I am entitled to one or the other, Why was I denied both request,
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30034
Submitted Via: Web
Date Sent: 2017-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-02
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Before moving overseas in late XXXX, I called in to pay my USAA credit card account in full. During the conversation the representative, they let me know that the payment was completed, however, it was not. I did not find out about this until I returned to the U.S.. Once I did I spent time trying to figure out what had happened and then paid the balance. the representative admitted that they made a mistake entering my account number and once paid this item could be corrected on my credit report. Another issue was that I had always received email bills and statements, but I never received anything involving this bill. I have tried talking with USAA on getting this resolved as well as the credit bureaus, however, I have gotten nowhere.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A