Date Received: 2017-06-30
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: USAA cancelled my debt and issued a XXXX IRS form for which I had to pay taxes on the forgiven amount. Per Internal Revenue Bulletin XXXX ( Removal of the 36-month nonpayment Testing Period Rule ) on XXXX XXXX , 2016 , creditors should not send you a XXXX form unless the debt is really canceled, extinguished, forgiven, and gone for good. I have disputed the accuracy of the account balance and past due amount with the credit bureaus asking that they be updated to show a {$0.00} balance and {$0.00} past due. However, the information does not update.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92118
Submitted Via: Web
Date Sent: 2017-06-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-30
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: On XXXX XXXX, 2017 USAA closed my account and refused to return all funds owed to me. {$1100.00} was deposited into the ATM own by USAA, deposit was made by cash. USAA decided that the account transactions were fraud and informed me that no money would be returned. Ive contacted USAA several times and sent them all documents of identification proving that I am the actual account holder. On several occasions USAA has hung up the phone when I was addressing my concerns. USAA has never emailed me or mailed a letter about this situation all form of communication was started by myself the account holder
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 223XX
Submitted Via: Web
Date Sent: 2017-06-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-29
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: On XXXX / XXXX / 2017 , USAA was contacted regarding information being reported on my consumer report from XXXX XXXX XXXX . They responded back to the investigation request stating that they have documentation verifying the information reported is accurate. However, according to the information submitted by me as part of the investigation request, as well as documentation submitted by XXXX , and also public records including credit reporting information, the information being reported is clearly inaccurate. They refuse to remove the record or cease reporting the inaccurate information related to account number XXXX .
Company Response: Company can't verify or dispute the facts in the complaint
State: NY
Zip: 11221
Submitted Via: Web
Date Sent: 2017-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-29
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: USAA Federal Savings Bank has been sending documents to an incorrect address. My physical address is NOT my mailing address. On XX/XX/XXXX USAA purportedly sent notice that I was a co applicant on a loan. This letter would have been returned to sender. However, had I received the document I would have discovered that the information was incorrect and could have avoided what has transpired in XX/XX/XXXX. Attached are all relevant documents that USAA Federal Savings Bank has provided to date. I was also expecting copies of any and all documents substantiating that I am in fact a co applicant. All documents provided are unsigned and have a street address where I live but can not receive mail.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-28
Issue: Struggling to pay your bill
Subissue: Credit card company won't work with you while you're going through financial hardship
Consumer Complaint: I have tried to speak with USAA and was directed to the department that does Long Term Assistance. I went through the process and the financial information as well. I was put on hold for an extreme amount of time. After speaking with the agent I was told congratulations have good news. She informed me if I could ask my Aunt to loan me more money I could qualify for assistance. I know this is wrong because I do the same thing at another bank. I know this is against the Graham Leach Bliley act. This is UNFAIR AND DECEPTIVE. USAA has constantly done things to thwart my asking for assistance. I as even informed that my account would be re mediated and was informed I would be contacted by the Office of the President. I am appalled that a bank can operate like this. I am the consumer that is asking for help to pay back his obligation however the bank could care less. I have many emails and I am asking for this to be investigated this is illegal. I have asked for Cease and Desist and still get calls. I know under the FDCPA that they cant continually call me. I have tried many times and constantly transferred. LISTEN TO THE CALLS PEOPLE YOU WILL SEE THAT CUSTOMER ARE BEING LIED TO AND THIS IS UNFAIR. Graham Leach Bliley ACT prevents a creditor to be biased and unwilling to assist. It also is against UNFAIR and DECEPTIVE ACTS.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89118
Submitted Via: Web
Date Sent: 2017-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-28
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: [ THIS IS A RESUBMISSION OF COMPLAINT NO. XXXX, FILED AGAINST XXXX ON XX/XX/XXXX. ] On XX/XX/XXXX, we refinanced a home with USAA ( d.b.a. XXXX XXXX XXXX XXXX ). Because we just today sold the home and pulled out some old paperwork, we realized we were never contacted by USAA after we complained during the closing that we had never obtained a Good Faith Estimate. Thus, when the HUD-1 arrived, we were surprised by some of the numbers. When we told the settlement agent, she advised that we write on the closing documents that a GFE had not been received, and that she would speak with the lender about it. ( The lender also said we could delay closing but that our rate lock would expire if we did so. ) If there is anything that can be done at the juncture, we would appreciate it.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 223XX
Submitted Via: Web
Date Sent: 2017-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-28
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I was notified via text message from USAA of possible debit card fraud on Thursday, XXXX XXXX, 2017 at XXXX XXXX. I immediately replied to the text that - yes the charges were, in fact fraudulent. The fraudulent charges totaled {$1900.00} - nearly {$2000.00}.
Given that USAA prides itself on good customer service, I expected that I would be given provisional credit, until the dispute could be investigated. USAA does not have many brick and mortar branches, so I moved my household account there because I had expected they would put their money into superior customer service. However, I am wrong in my assumption. After the text on XX/XX/XXXX and my subsequent call to them on the same date - I did not hear anything back from them. No phone call, no text - no email. I checked my account every day and noticed that although the charges stated pending - the monies were deducted from my available balance. It was n't until today, XX/XX/XXXX ( 5 days later ), when I called them to find out about the status of my claim. I was told today and my account revealed that USAA had finally reimbursed me for the fraudulent charges. I am so disappointed in USAA 's lack of customer service. No calls, texts, no communication as to the status of my dispute claim for fraud. This was clearly fraud. There should be an algorithim to detect that this was out of pattern for my profile. This is unacceptable customer service. I am so surprised with this treatment. Most banks will give provisional credit and then investigate the claim. Wow - I still can not believe the lack of customer service. I will not be using my USAA debit card anywhere. Only for ATM withdrawals. I hope that USAA Senior Management sees this complaint Regards, XXXX XXXXCompany Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 626XX
Submitted Via: Web
Date Sent: 2017-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-27
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: My USAA member ID is XXXX and I have an auto loan with USAA. Recently in violation of many consumer protection laws, USAA restricted my access to USAA.com and cancelled / closed my credit and banking accounts. This poses a problem as I have never received a billing or account statement in writing from USAA for my auto loan. It was set up to all be completed electronically, were the statements are available on usaa.com and all payments are auto debited from my USAA checking account.
This is an issue as now USAA has closed my checking account, so automatic payments are not possible going forward. I called in to request assistance with this as I do not know the amount, or where to send my car payments to keep it current going forward. I was told automatic payments would be stopped and I 'd begin receiving paper statements. I have to to receive any statements from USAA for my Auto Loan. Most recently I called in today on X/XX/2017 and after being transferred several times I spoke with XXXX. She informed me Paper Statements could and would not be sent to me as I agreed to receive all statements via USAA.com at the load origination and she was unable to change it. I requested the payment amount, address to send it to and billing history be sent to me at my home/billing address. She informed me that could not be done I needed to view it all on USAA.com. This poses a problem as USAA restricted my access to USAA.com making it impossible for me to do. So now, I am unable to pay for my auto loan, view past payments or even know where or how much to send. I 've requested this in writing many times and have not received anything. By USAA 's own intentional actions they have intentionally prevented me from being able to meet my obligations, despite my many attempts to find a legal and fair way to do so.Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-27
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: My USAA member number is XXXX, this is a follow up complaint to the original CFPB complaint XXXX.
Most of the statements made by USAA in response to CFPB complaint XXXX are false, incomplete while other parts of the complaint were completely ignored and without a response. USAA claims I resubmitted and re-entered the 4 different fraud claims. This is a false statement. USAA agents resubmitted the same claim 4 different times as they were never able to submit it correctly. This includes the final re submission by the CEO 's office which finally corrected all the previous agents errors and finalized the credits issued in writing a year ago. Below I will describe each violation by USAA and would like a response, justification and documentation to explain and support EACH and every one of them. Please do not write a general explanation ignoring half of the issues and sweeping the others away without providing a detailed explanation! First No response was given to the 90 day timeline violation provided by law to provide a final billing error resolution. Yet in response to response CFPB complaint XXXX USAA states in writing it violated the 90 day timeline not once but twice. First when it issued the final credits in XX/XX/XXXX which was past the 90 day timeline from the date of initial report. Then again in XX/XX/XXXX over a year after the initial report and a year after USAA stated in writing the investigation was complete and I was found not responsible and the credits issued were permanent. I have requested all documentation used for this violation for months and have yet to receive a response or justification. Furthermore in the response USAA states the following : " In keeping with the companys core values and our commitment to the membership as a whole, USAA has adopted a policy that affects members who do not meet certain obligations with us. To the extent allowed by law, our business policy prohibits USAA and our affiliates from doing business with a member where there is unacceptable behavior and activity. When this basic principle is compromised, we remove access to view your accounts on usaa.com and mobile.usaa.com. However, you can obtain your account information by mail or telephone. '' I requested clarification and documentation as to what obligation I failed to meet, yet have not received any response these past few months. My requests for any / all documentation used to come to this decision were also ignored. It 's been 2 months and have yet to receive a response or any requested documentation. Lastly, according to USAA 's statement I was found responsible for {$1300.00} a year after the " final investigation '' found me not responsible and provided permanent credits. Thus USAA reversed the " permanent credits '' a year later, violating the 90 billing error resolution timeline required by law. Furthermore, I never received any notice, statements, justification, documentation or evidence of this adverse action taken. This is yet another violation I request justification for. While I still had access to USAA.com I noticed WAY more " transfer adjustments '' than the {$1300.00} USAA claims to have reversed and charged back onto my card. Yet have my requests for documentation, clarification and justification have been ignored. This is yet another violation I 'd like explained. Continuing on USAA failed to respond as to why USAA reported both my XXXX anD XXXX XXXX cards as being at or near it 's credit limit to the credit reporting agencies. This was done despite both accounts being in dispute, the XXXX having been paid in full and the XXXX having less than 30 % of the credit line used. The actions constitute several more consumer protection laws I would like USAA to answer for. Next, USAA failed to provide me with advance notice of adverse action taken as USAA decided to close all my accounts. I only received the notice weeks over a month after my access was restricted and weeks after the accounts were already closed. I would like an answer as to why USAA failed to adhere to the law and did not provide notice prior to taking action as required by law. I would also like an explanation as to why USAA closed my accounts despite the XXXX and XXXX XXXX having active unresolved billing disputes and prior to providing any documentation of any status updates or resolutions to said disputes. This violates yet another law. It is illegal to take adverse action in response to me exercising my rights set forth in consumer protection laws. Yet in response to my filing my initial complaint with the CFPB USAA begain taking multiple adverse actions violation a multitude of laws as stated in the many examples above. I would like a response to this as well. Please provide an answer for each violation explained in each paragraph of this complaint in full detail and with complete explanation providing in writing all supporting documentation as I Have repeatedly asked for and been refused.Company Response: Company believes complaint is the result of an isolated error
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-27
Issue: Problem with a company's investigation into an existing issue
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: Company : USAA Summary of events : About XXXX of 2014 I called USAA to receive car insurance coverage. I had been covered by USAA but under my parents ' insurance policy.
First phone call : They refused to discuss insurance coverage because my account had been flagged. Prior to this call my only business with USAA was that i was covered under my parents ' policy, I never opened any bank account or received any other services from them at any time, at all, ever. Second phone call : I called to ask about the flag on my account and see what it was for. They said that it was a fraud flag and they transferred me to their fraud department. I asked why I had a flag and they told me that it was for fraud and that USAA refused to do business with me. They refused to disclose any paperwork or information about the fraud or the nature of the fraud, I tried to explain that I was a victim and that I had n't ever done business with them other than be on my parents ' insurance policy and that I had no idea how this happened. They told me that they refused to do business with me and that was all.Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: TX
Zip: 78745
Submitted Via: Web
Date Sent: 2017-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A