Date Received: 2017-11-01
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XXXX/XXXX/XXXX I cantacted USAA bank about a direct deposit of {$2900.00} from my college for federal student aid made to a closed/charged off account. I informed them that the deposit was not supposed to have been sent to that account and USAA refused to reverse the payment stating they used it to cover a negative balance on a closed account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75254
Submitted Via: Web
Date Sent: 2017-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-01
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: USAA will not allow a credit card product change. I want to switch reward programs. They claim that the " Card Act '' will not allow me switch credit card products and that in order to do so I would have to open a new line of credit. USAA is the only company I know of that will not allow a product change. It is unfair to the consumer. The purpose of the law is to protect the consumer. Instead USAA uses it to keep costumers from negotiating better terms while allowing USAA to change the terms of the deal ( intrest rates, reward points, etc. ) at will. This means its possible for a consumer to open a line of credit with USAA due to an appealing reward program, and then have USAA changes the rewards program without allowing the customer change products.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MS
Zip: 397XX
Submitted Via: Web
Date Sent: 2017-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am a XXXX Veteran. I was contacted by USAA and told that I was pre approved for a mortgage, and they assisted me with figuring out monthly payments, and a GFE. The told me about the program that the government has regarding discounted home taxes. They asked me my XXXX amount, ( 60 % ) and told me that my house taxes would be reduces by that amount. When the qualified me for the loan, and I found a home they used that number for the taxes, and it greatly reduced my monthly payment. At no time, did they ever explain any other parameters for that program., or state that the taxes had any chance of not being reduced by 60 %. The link they even sent me for the government program, does not say the taxes are subject to any other local parameters. After I closed in XXXX, I then found out that the tax exemptions have to be filed for by a certain time to be counted for the following year. Because I closed in XXXX, it was already past that point. I filed, and the earliest they tax exemption I would get was now 1 1/2 years away. I made arrangements to pay the mortgage payment that was now {$2400.00}, not the {$1400.00} they estimated me, for the time being. When I filed for the tax break, they could not confirm the amount, and stated I had to wait until it kicked in, next year. When the " tax break '' finally kicked in, I found that it was a 60 % reduction on state and federal only, NOT school, which was the bulk of the taxes. my tax break was barley {$1000.00}. which I get in a lump sum, and my payment is still $ 2450 monthly! Each school district decides how much of a break, if any, to give. This was never even mentioned to me- and would have greatly effected my decision on where I purchased my home. I am now stuck with this {$2400.00} payment, and just barley making the payments every month. I am a single mom, XXXX veteran, on a fixed budget. Not fully explaining this program, and providing me with monthly payment estimates, and qualifying me for a loan based on a number they had no control over- was completely unethical.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11772
Submitted Via: Web
Date Sent: 2017-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-30
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I was approved for a short sale with my second mortgage lender USAA on XXXX/XXXX/XXXX and have proof of my lenders approval and a XXXX closing statement showing that i was the seller. However, I have proof that XXXX is reporting this and it is showing up as a foreclosure on my credit report under XXXX. I also understand that the " Date Reported '' can appear more recent due to attempts to get my short sale credit correctly coded. This error in credit code and date has impacted my ability to get a new conventional mortgage after my XXXX month wait time frame. It is causing me to not be able to purchase this new home.
Company Response: Company believes complaint is the result of an isolated error
State: AZ
Zip: 85395
Submitted Via: Web
Date Sent: 2017-10-30
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-30
Issue: Problems at the end of the loan or lease
Subissue: Unable to receive car title or other problem after the loan is paid off
Consumer Complaint: Complaint : Failure by USAA to remit legally owed member funds and failure by USAA to fully communicate and reply to written customer questions in a timely manner. USAA has profited at my expense by holding on to over {$15000.00} that is legally mine and refusing to reply to my written messages requesting the status of refunds and remittance over a four-week voice and messaging period. Despite numerous calls, and later, numerous written messaging, USAA refuses to provide a written reply to my written inquiries when I can expect a return of over {$15000.00} that is legally mine. It is really troubling that when my family and I need USAA, they seem to have turned their back on us. First, beginning on XXXX XXXX XXXX, I submitted paperwork that USAA XXXX of me to receive a refund on an extended warranty. By XXXX XXXX XXXX, I still know nothing about its status despite several written requests to USAA for a status update. They refuse to answer my questions and I am still without payment to the refund I am legally owed. The lack of communication and resolution by USAA is stunningly absent. Secondly, due to a USAA web failure, I was unable to cancel, edit/modify XXXX payments I made toward my vehicle loan. On XXXX XXXX XXXX, the balance on my vehicle loan was {$36000.00}, and by XXXX XXXX, USAA withdrew {$52000.00} from my bank account and applied it toward this loan resulting in an overpayment in excess of {$15000.00}. Attempting to resolve this matter, I contacted USAA and they said it would take 7 days to remit the overcharge to me with the possibility to expedite the remittance. The expedited remittance did n't come so I messaged USAA XXXX XXXX XXXX at the Office of the XXXX on XXXX XXXX XXXX in an effort to learn when I could specifically expect the warranty refund and the overcharge remittance. He did not answer that but told me he would assign to me a business XXXX to review my account and that I would receive a direct follow up within XXXX business days. I did not receive a follow up within XXXX business days. It was n't until XXXX XXXX XXXX that I received the first voice message from my assigned account XXXX, who only left his name and phone number with no further information, not voice, not written. As of XXXX XXXX XXXX, I still have no status, no refund, no remittance, no messaging, no email by him or the Office of the XXXX on my account status or answers to my written questions and concerns. As of XXXX XXXX XXXX, it 's been over XXXX weeks and no word or status to my extended warranty refund despite my numerous voice and written requests to USAA. As of XXXX XXXX XXXX, it 's been over XXXX weeks for any overpayment remittance despite my numerous voice and written requests to USAA. To add injury, I was charged XXXX NSF fees by my local financial institution to cover the {$52000.00} USAA applied to my loan balance. That 's a lot of money to pay out and has caused my family and me serious stress in trying to balance our budget ; and, only got worse by the stunning lack of communication, timeline, and lack of help by USAA. Because the amount of overcharge was a lot of money, it negatively affected my family 's immediate budget that necessitated I elevate my requests to USAA for immediate assistance. I thought they would help. Unfortunately, their lack of communication and their refusal to follow-up as promised is nothing short of stunning. XXXX : Please assist where you can in my attempt to resolve this matter with USAA. It 's a been an awful experience that my family and I are going through with USAA by their demonstrated lack of caring and urgency in answering written questions and resolving what should be simple matters important to any member and his/her family. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AK
Zip: 99577
Submitted Via: Web
Date Sent: 2017-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-31
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I bought a car. I started an allotment i was gone on mission then the hospital. I never knew my payment was n't being taken out. The bank said they sent letters to my house but i was n't there. They had my number yet they never called to tell me there was a problem. The company is there for military in a big wsu and i have been with them for half my career. I ca n't see why they would put me in that position knowing it was unintentional. As soon as I found out I corrected it. But if they had notified me through the contact info and means that I gave them I could have corrected it like i did as soon as i found out. I have truly been stagnated because of this. I feel like they had a major part in the late payment with the lack of notification. They refuse to fix it with XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28390
Submitted Via: Web
Date Sent: 2017-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-28
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: XXXX/XXXX/XXXX My daughter 's USAA debit account was frozen by USAA. When she called USAA, the fraud was reported and funds were temporarily returned XXXX/XXXX/XXXX. The transaction involved an ATM withdrawal at XXXX XXXX & claim was approved by USAA. XXXX/XXXX/XXXX My USAA debit account was frozen by USAA. I called and reported multiple fraudulent transactions that were discovered during that initial call, one of which was done at the same place and date as my daughters fraudulent activity. I do believe I reported a total of XXXX transactions, but after further review, it was only XXXX transactions within a 2 week period, between XXXX/XXXX/XXXX - XXXX/XXXX/XXXX, for a total of {$3500.00}. The bank provided the temporary credit for the initial report of XXXX transactions for a total of {$3700.00}. The last transaction that I was able to verify occurred on XXXX/XXXX/XXXX for {$200.00}. I received an email from USAA on XXXX/XXXX/XXXX stating my fraud claim was denied and all funds will be taken back by USAA XXXX/XXXX/XXXX. The letter states I can request a copy of their report upon written request, but says nothing about my option to appeal. I read this email XXXX/XXXX/XXXX, a day after it was sent, which led to 3 different calls to USAA the same day attempting to receive a discussion about the denial. By the third call, I specifically asked to speak with a supervisor that can help me to understand their decision. In the end of that lengthy discussion, I was told it was my fault for not reporting sooner, but I did n't know fraudulent activity was occurring in this account until it was frozen. After asking twice, I learned reporting need to happen within 60 days, and then told I was responsible for the first {$50.00} for every 5 days that passes. I was told that chips make fraud impossible and getting card number with PIN is unlikely. She made it clear that because I did n't report until account was frozen was too late and its on me. I looked everywhere on USAA website for these rules and found no mention of them. I did submit an email request for their report XXXX/XXXX/XXXX. In reviewing these XXXX debit accounts held by me and my daughter, I have discovered a mutual location where these fraudulent activities might have originated. We both have one mutual transaction site, XXXX XXXX # XXXX.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 90404
Submitted Via: Web
Date Sent: 2017-10-29
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-28
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: This is my third complaint to have my issue addressed regarding mortgage payments through USAA XXXX XXXX that are not showing on all three credit reporting agencies. All three agencies are still only showing XXXX and XXXX payments being made to USAA XXXX XXXX which is incorrect. There are payments that are still not reported which are in turn diminishing my XXXX XXXX and credit in general. I have also asked now a third time that USAA XXXX XXXX reestablish my XXXX score which has diminished due to them not reporting payments that I have cashed checks signed by their company. Once again, I am only seeing XXXX and XXXX XXXX reported. There are other payments that have still not been reported by USAA XXXX XXXX XXXX. I need all payments as they have on XXXX file that have been received by their customer. Me. I also need my XXXX XXXX reinstated as was told by another bank in which they stated USAA XXXX can yes, very well reinstate your credit to all XXXX credit bureaus.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 470XX
Submitted Via: Web
Date Sent: 2017-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-27
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I had a vehicle purchased through USAA and had an accident in XXXX of XXXX. The vehicle was damaged beyond repair and the insurance arm of USAA made payment to USAA bank for the vehicle. Fast forward XXXX years, I have been accepted for other forms of financing, and was applying for a small business loan and in XXXX XXXX there is a charge off on my credit report from USAA. They had sent the account to XXXX and as soon as I was made aware, I challenged the account because I had no idea it existed. When they told me it was from that same vehicle and I owed {$3900.00} and some change, I paid the account in full. I then contacted USAA to make them aware that they are supposed to notify me that I had a missed payment, or even that a payment was due. They did not. They keep telling me they have records of the attempts to notify me, but I have n't moved and my address has been the same. As soon as I was made aware of the debt I promptly paid within a short amount of days. Had I been made aware of the debt, more than 2 years earlier, I would have done the exact same thing and paid.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KY
Zip: 420XX
Submitted Via: Web
Date Sent: 2017-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-27
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I have discussed this issue at length with USAA. I was told on XXXX XXXX that they would review the closure of my account and that I would hear a decision within 3-5 business days - but today is business day 10 with no word from USAA, and my account is scheduled to be closed tomorrow, so I do n't know what else to do other than to file a CFPB complaint and hope that that compels USAA to do the right thing. The story : I have had a checking and savings account with USAA for about 1.5 years. In addition to using it for my direct deposits, I also used the checking account for credit card rewards churning. Put very briefly, this means that I bought XXXX gift cards with my credit card ( to earn the rewards points ), used the XXXX gift cards to purchase money orders, deposited the money orders in my USAA checking account, and then paid off the credit card bill with my USAA checking account - this process generates credit card rewards. Shortly after opening my account, I got a call from USAA ( from XXXX, phone number XXXX ) to verify that the activity on the account was legitimate. I explained the process in detail to XXXX, and she said that it was not a problem to use the account in this way. So, I continued to do so for 1.5 years without any issue. Then, on the evening of XXXX XXXX, I received a voicemail from XXXX asking me to call her about my USAA account. I did that on XXXX XXXX, and she said that USAA had changed their policy on using their accounts for credit card rewards churning and asked me to stop. She explicitly said my accounts would be fine as long as I stopped using them for credit card rewards churning. I responded that that was no problem, and that I would stop using my accounts for credit card rewards churning immediately, and I did so - USAA can verify that there were no more money order deposits in my account after XXXX XXXX. I then left the country for a couple weeks on vacation. When I returned, I was extremely surprised to find a letter waiting for me ( dated XXXX XXXX, and attached to this complaint ) stating that my USAA accounts would be closed on XXXX XXXX, since XXXX had specifically told me that would n't happen. I immediately called USAA ( on XXXX XXXX ) and talked to a banking supervisor ( I did not think to write down her name ) and explained all of the above to her and asked her to submit the closure of my accounts for review to have the closure overturned, seeing as how I only ever used the account in ways that USAA explicitly said was allowed, and that I complied with USAA 's requests in regards to how to use the account. The supervisor said she would submit the request and that I should hear back ( via mail ) in 3-5 business days as to the results of the request. I was further shocked when, on Monday, XXXX XXXX ( perhaps earlier, but Monday was the first time I noticed it ) when I logged into my USAA account and found the funds in my accounts frozen. This caused me further problems because I had payments scheduled to be paid out of the account that week ( that could n't be stopped - I called my credit card companies to ask them to stop the payments, but the payments had already been batched out ), but those payments were denied due to the account being frozen. I called USAA on XXXX XXXX to ask if my funds could be unfrozen ( the answer was no ), since the letter I received about the account closure only says that my accounts would be closed on XXXX XXXX - the letter says nothing about the funds in my account being frozen for two weeks prior to the account closure, which has now caused me significant cash flow problems. Though the supervisor I spoke to on XXXX XXXX ( I did n't write down her name either ) was apologetic and said she 'd take my concerns to management, she said there was nothing she could do at this point, and that I would just have to wait for the results of the account review. I have tried to be patient and wait for the account review and survive without access to my frozen funds, but seeing as how it has now been 10 business days ( instead of 3-5 as promised ) and USAA still has not contacted me, I do n't know what to do other than file a CFPB complaint to try to get this situation resolved.
Company Response: Company believes complaint is the result of an isolated error
State: TN
Zip: 374XX
Submitted Via: Web
Date Sent: 2017-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A