Date Received: 2017-05-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: USAA Federal Savings Bank And XXXX XXXX can not effectively communicate ; USAA Home Value Monitoring on my Residence- XXXX XXXX XXXX XXXX XXXX , AL XXXX is XXXX dollars while XXXX estimate XXXX dollars approximately after putting in over XXXX dollars in repairs/modifications ; XXXX numerous books Property Owners Associations etc ... have ability to decrease home value and I have had significant issues with both my home owners association and City of XXXX , AL , XXXX ; Also XXXX veterans live in this area and U SAA is a military bank, run by ex-senior officers, so no telling what influences have played out here- not for me to figure out? My realtor with XXXX XXXX XXXX contacted USAA on my behalf asking for an explanation of the XXXX value and got transferred around to three different people/agents, they were then told an informal estimate would be emailed to me within 24-hours. This did not happen!!! I called USAA and talked with agent Friday XXXX XXXX XXXX . I had to repeat myself constantly. This agent then placed me on hold a very long time and then transferred me to wrong department in XXXX XXXX - I then had to repeat myself over and over again. I told both USAA and XXXX XXXX I wanted an informal estimate, and if it was XXXX below XXXX I wanted a complete written explanation as to why. I told XXXX XXXX they had 24-hours to sort this out with USAA and get back with me and they have not. XXXX my writing you yet again about another issue with USAA Mortgage servicing. I am beginning to lose count now. Any assistance would be greatly appreciated.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 36532
Submitted Via: Web
Date Sent: 2017-05-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-27
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I have a checking and savings account wit h USAA Federal Savings B ank bank for many years in XXXX XXXX , TX. They recently shifted to added security at login. Supposedly, they send a security code to an email address and then you enter the code. This is as far as I can get on a laptop. First, they send the code to an old email address no longer associated with my account ( I do n't know what is on my profile for sure, because I can not login ). By the time I get into the old email account, copy the code and enter the code, it has evidently expired because I get an " invalid code '' message. I tried it three times and no luck. The same error message appeared. So I called customer service three times and once spoke to a security rep supervisor. I entered my SS number, my 4-digit p in number, my member ID #, gave my bank debit card information and then they wanted more information about made-up past addresses lik e one from twenty-five yea rs ago ( wrong address ) when I worked for a company XXXX XXXX XXXX miles away from where I live now and ove r ten y ears ago ( the plant no l onger exists! ) After another half hour or so, the public records proved false, so at that point I told them the public record information was not right. Despite my protest that the answers were not correct, the rep continued anyway. What more could they possibly need, well they kept on asking. I finally said enough! I want to close the account. But they would not let me, cause I have not been verified. SSN, Member ID, 25 random o ther passwords and personal information from an incorrect " public record ''? Please help me get my money out of this bank and close this horrible account or make them let me in to my own account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 129XX
Submitted Via: Web
Date Sent: 2017-05-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-26
Issue: Other transaction problem
Subissue:
Consumer Complaint: I have been defrauded out of {$280.00} from a X/XX/2017 se nd money person to person payment from my USAA checking account to a business which did not have a USAA account. I am not satisfied with the guidance I received from USAA customer service and USAAs vendor, XXXX , regarding the issue and would not have lost my money if customer service would have provided better guidance and/or USAA had better controls and transparency regarding the risk of the transaction. I request a refund of the {$280.00} fraudulently taken and ask that USAA implement training and controls to prevent the same thing happening to other customers. The below summary provides details of my complaint ( please note that there were likely additional contacts with USAA and XXXX not referenced below regarding the matter ). Transaction Date : X/XX/2017 Typ e : Send Money via USAA App via XXXX To : XXXX XXXX XXXX ( should have gone to XXXX XXXX XXXX For : Car Towing Transaction Id : XXXX I conducted the transaction o n X/XX/2017 ut ilizing the USAA App on my XXXX ph one. During the transaction, I entered the email address of the intended recipient and was notified that the payment would be facilitated through XXXX since the business I was sending money to did not have a USAA account. I was redirected to another screen with which the email address of the recipient I had previously entered automatically populated into the recipient field ; however, the full email address was not displayed due to space limitations. I was then directed to another screen to enter the amount of the transaction. Please note that the final screen did not display the email address of the XXXX recipient and I was never prompted to confirm the email address of the recipient by entering the address twice. Please also note that the only warning displayed on the transaction screen was payments to individuals are processed immediately and can not be reversed. Since I was transmitting the money to a business, I did not think that the warning applied to my transaction. USAA Customer Service Call Prior to Confirming Money was Sent to Wrong Recipient : After several hours from submitting the transaction, I was notified by the intended recipient that they had not received payment. I immediately contacted USAA customer service to confirm that the transaction went to the appropriate email address. The customer service representative was unable to confirm the XXXX email address and was unable to direct me to an online report confirming the email address. After requesting that the transaction be cancelled, the representative advised that USAA could cancel the transaction after it was submitted to XXXX and I would have to contact XXXX regarding the transaction. The rep advised that XXXX would be able to identify the transaction based on ID XXXX . On X/XX/2017 , af ter being notified by the intended recipient that they still had not received payment, I contacted USAA again to confirm the payment went to the correct email address and to obtain a transaction ID which XXXX would recognize. The representative was unable to confirm the XXXX email address and was unable to direct me to an online report confirming the email address. The representative provided a new ID number XXXX . I expressed my frustration at the lack of information available to confirm the transaction went to intended recipient and USAA is responsible for their vendors activity and requested that USAA contact the USAA relationship owner at XXXX to rectify my transaction. After speaking to their manager, the USAA representative advised that they did not have a contact for a relationship owner at USAA and asked me for the XXXX phone number so she could call to try to rectify situation. The rep thereafter inadvertantly hung up on me while attempting to place me on hold while they contacted XXXX . I again called Customer service and spoke to a new rep. The rep advised that XXXX service was horrible and they were difficult to work with. The rep advised that there was nothing USAA could do and XXXX was at fault. The representative was unable to confirm the XXXX email address and was unable to direct me to an online report confirming the email address. Initial XXXX Customer Service Calls Prior to Confirming Money was Sent to Wrong Recipient : I contacted XXXX that same day and provided them a transaction ID XXXX the USAA representative provided me. XXXX did not recognize the ID and was unable to locate or confirm the transaction. The XXXX rep advised to wait a day and the intended recipient to be notified of the transaction. The XXXX rep did not appear to understand bank to XXXX transactions and continued to assume the transaction originated from my personal XXXX account. I contacted XXXX again after obtaining the ID XXXX from USAA. The rep was not able to locate the transaction and advised that the transaction would be automatically refunded after 30 days if no one claimed it. I asked for the transaction to be cancelled ; however, the rep advised that he could not locate the transaction and it was up to my bank to cancel the transaction. The XXXX rep did not appear to understand bank to XXXX transactions and continued to assume the transaction originated from my personal XXXX account. Validation that Money was Sent to Wrong Recipient : On X/XX/2017 , a fter numerous calls with USAA and XXXX , I again looked at the USAA website and phone app for confirmation that transaction went to the correct email. I located a pay to transaction history on the phone app ( I have not been able to locate history on website ) which provided details of the transaction not provided by the USAA customer service reps including the intended recipients email address. I confirmed that the email address the transaction went to was incorrect. The history also provided a XXXX transaction ID of XXXX which was not provided on the transaction detail screen accessed from my checking account transaction view as well as a transaction ID of XXXX ( please note the checking account transaction view reflected XXXX ). XXXX Customer Service Call After Confirming Money was Sent to Wrong Recipient : On X/XX/2017 , I contacted XXXX to advise that the USAA transaction was sent to the incorrect email address. XXXX advised that there was no XXXX account associated with the email address where I sent the transaction. This time, the rep was able to identify the transaction utilizing ID XXXX . The rep advised that the money had not been claimed and instructed me to advise the intended recipient to contact XXXX to temporarily set up an account associated with email address the transaction went to so they could claim the money. On X/XX/2017 , I c ontacted XXXX again after the intended recipient advised that he was unable to claim money and conferenced the intended recipient on the call. The XXXX rep advised the intended recipient to create an email account with the address the transaction went to in order to claim the payment. I advised that the intended recipients email address was likely already taken since it involved a common name and common carrier. The rep further researched the transaction and determined that the transaction had actually been claimed. I requested that the transaction be reversed since the person had fraudulently obtained the funds. The XXXX rep advised that they could not reverse transaction because the recipient closed there XXXX account after receiving the funds. The rep advised that they would send a courtesy email to the recipient and advise them to return money ( Please note I determined that the email address was where the money was remitted was no longer valid ). The rep refused to provide contact information of the individual who claimed the money and advised that I would have to contact police. Complaint : USAA was deceptive regarding the risk associated with the transaction I received unfair treatment from USAA due to : o USAA did not provide adequate controls to ensure the correct email address was entered for the recipient. o USAA cust omer service reps were not trained to respond to issues involving send money transactions involving XXXX o USAA did not take ownership of their third party relationship with XXXX and did not have a mechanism to contact XXXX to resolve issues o I was provided bad advice from USAA which led to the theft of {$280.00} USAA not taking responsibility for incorrect information, bad advice and third party vendor behavior has been abusive. According to XXXX the transaction ID provided by USAA does not reference the identity of the person who remitted funds so there is no information for them to verify I was the one who sent money
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 352XX
Submitted Via: Web
Date Sent: 2017-05-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-26
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: I n XXXX I received a promotional mailing from USAA for Balance Transfer. The fee for the transfer was supposed to be a maximum of {$75.00} I filled out their promotional check, but my local bank would not accept it without a 21 day hold on the funds. I contacted USAA and told them of the problem. They suggested I use my credit card and just take out the advance that way. What they did NOT disclose was that the {$75.00} maximum fee did not apply if the " convenience '' check was not used. So, they nailed me with a {$600.00} " Cash Advance Fee ''. Additionally, they have charged me the standard " Cash Advance '' interest rate instead of the promotional 1.99 % for 12 month rate. I have called several times over the past three months trying to get this resolved. Each time I have explained the situation to the Customer Service rep, who said they could not help me and then forwarded me to his/her Supervisor. After repeating the story to the Supervisor, he/she said she could not help me and forwarded me on to the vaunted " Executive Resolution Team ''. After explaining the situation again, each of the three Executive Resolution Team members I spoke to over the course of the three months said they would review the tapes / transcripts of my original calls and get back to me within a week. I have NEVER received a callback. I demand a refund of the {$600.00} and all interest charges associated with this balance transfer and a n adjustment of the rate to the promotional 1.9 %.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 280XX
Submitted Via: Web
Date Sent: 2017-05-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-25
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I previously filed a complaint, and the company responded and said they had no information about me on the file. They could n't provide my name, phone number, etc. I provided them with information on myself XXXX / XXXX / 17 . That is the only way they currently have my information. The company reported it as a late payment, which impacted my credit score, even thouygh they claim to have no information about me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 440XX
Submitted Via: Web
Date Sent: 2017-05-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-25
Issue: Getting a credit card
Subissue: Delay in processing application
Consumer Complaint: I filled out an application with USAA for a credit card. Instead 0f telling me whether I was accepted or not - they requested that I make an account with USAA.I called and they said that I needed to accept a text message security code to find out if I have an account with USAA. To me that 's putting the cart before the horse. I request that USAA delet e all information gathered by my application process and cancel my application-no harm no file.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90004
Submitted Via: Web
Date Sent: 2017-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-26
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: Your records are completely inaccurate and deceptive. Even though I contacted you in prior months in reference to this card, you contend it wa s XX/XX/XXXX . I did not telephone you on XXXX XXXX 2017, stating that I was not using this card, etc. After some confusion, I always contended that I did not have the card and did not apply for it. Moreover, the representative I contacted about the credit card " via telephone '' did not state that the credit card could not be closed. She stated that it was closed, reassured me, and she disputed actual amounts on the card. Please review your records. If she assured me of the account closure, and I assumed it was closed, why on earth would you report derogatory information to the credit bureaus? Why would I go through ridiculous, dog and pony fiasco this for {$35.00}? Regardless, if the first date of notification from me was indeed XXXX XXXX 2017, as y ou state, why would you report me to the credit bureaus on XXXX XXXX 2017? You reported my account to the credit bureau before you sent me a letter advising me of the fraud investigation on XXXX XXXX 2017 ( pe r " your '' previous letter ). This is wrong and unethical. Again, you reported me to the credit bureau before you sent the letter. On your previous letter to the CFPB, you stated that you advised me of the results on XXXX XXXX 2017 . So again, why would you report derogatory information to the credit bureaus on XXXX XXXX , 2017, if yo u did not notify me of the results until XXXX XXXX 2017. I have never spoken to XXXX XXXX XXXX ( never ) about this situation as you state. The only correspondence I received is dated XXXX XXXX 2017 at XXXX XXXX and attached below. She did not notify me of credit reporting and the balance was due as you stated. Please see below and review the attached document. " USAA XXXX XXXX / XXXX XXXX Dear XXXX XXXX , Thank you for sharing your feedback with the CEO Office. I am the business expert assigned to assist you with your concerns. Unfortunately I have not been able to reach you by phone. At your convenience please contact me directly by dialing XXXX ext. XXXX . I am in the office Monday through Friday from XXXX XXXX to XXXX XXXX CST. If I am not available please leave a message. I strive to return your call the same business day if not the next. If email is your preferred method of communication please feel free to respond to this email or if you prefer, please let me know how I may best reach you. I look forward to the opportunity to assist you and thank you in advance for your time. We value your business and the opportunity to serve all your financial needs. Thank you, XXXX XXXX USAA USAA means United Services Automobile Association and its affiliates. Collapse '' I replied to this/her first message ever with my response to the CFPB and my email address for further contact. I did not receive any further contact from XXXX XXXX XXXX . No letters, no calls, no nothing! The attached notification does not state anything about credit reporting and balances as you suggest. Again, I had already been reported to the credit bureaus on XXXX XXXX 2017, b efore you sent me the letter dated XXXX XXXX 2017. You al so reported derogatory information on XXXX XXXX 2017. T his date is before your date of notification of the fraud investigation to the CFPB on XXXX XXXX 2017. Again, on your previous letter to the CFPB, you stated that you advised me of the results on XXXX XXXX 2017. Your notification of the investigation and results was after you reported derogatory information to the credit bureaus. After the XXXX XXXX 2017 lett er to the CFPB with the fraud investigation results, evidently a payment of {$36.00} was paid due to stress and duress. It is extremely hard for a person to fight a huge company like USAA. I will never be right, even though there are obvious dates of conflict stated directly in your letter. The bottom line : You reported derogatory information to the credit bureaus before you notified me of your investigation and results. ( Especially, after an extremely nice and patient lady, USAA telephone representative, stated that the card was cancelled and not to worry. ) The derogatory information was obviously reported incorrectly by " your '' dates listed above and should be corrected. I would also like to know who I am corresponding with. You have all of my information, and I am continuously asked by USAA representatives for my social security number, but I have no idea who is responding to these complaints. Please advise. I appreciate the review of this matter and look forward to your response. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-24
Issue: Getting a loan or lease
Subissue: Changes in terms mid-deal or after closing
Consumer Complaint: On XXXX XXXX 2017, I applied for pre-approval for an auto loan from my bank, USAA. I was preapproved for a range from {$40000.00} - {$6000.00}. Right on the web site it said that this was only a preapproval and I was not guaranteed any specific amount until I selected a vehicle and finalized the loan with a USAA loan officer while I was at the dealership. The next day XXXX XXXX 2017, I did every step that USAA said to do, went to the dealership, and finished by talking on the phone with a lady who represented herself as a USAA loan officer whi le sitting at the dealership. I gave the loan officer the VIN number of the vehicle, permission to pull my credit report, and all the other information she requested. At the end of the conversation she guaranteed me a final loan amo unt ( {$43000.00} ), term ( 84 mon ths ), and rate ( 3.8 4 % ). I asked her to confirm the rate and term several times in front of the dealership financial manager. Based on the guaranteed rate and term provided by the USAA Loan Officer, I closed the deal and purchased the vehicle. After four days ( when it is too late to return the vehicle without penalty ), USAA sent me a document entitled " Addendum to Note, Disclosure, and Security Agreement, '' with a completely different rate and term than the ones I had finalized with the " Loan Officer. '' I immediately called USAA, and they refused to adjust the rate and term to the one agreed to by their representative, because they said I had already agreed to a rate and term the night before I went to the dealership, and the " Loan Officer '' had no authority to supersede that on the phone. I understood the work I had done the night before to be a preliminary preapproval and that the loan terms would be finalized on the phone with the USAA Loan Officer just as we did. Otherwise, what would be the point of the phone call? I believe this to be a fraudulent, " Bait-and-Switch '' tactic to switch people into whatever rate and term are most advantageous to USAA after the loan has been negotiated.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-24
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: This is related to checking and credit card accounts with USAA. USAA will not allow me to make any changes to my accounts online. I can only view account information, but make no changes. USAA says this is because I owe them {$370.00} as a result of overdrafts. I can not modify my auto insurance. I am making payments on a credit card I had with USAA, I can not change or in any way adjust the amount I am paying because I do not have the ability to do so. The only department that can change this is Collections. Collections does not allow communications through any medium other than phone and wait times average over 30 minutes. They will not communicate through email, messaging or even paper correspondence. I have been unable to reach them due to the extended wait times on the phone ( this is the norm according to related internet forums ). In addition USAA began withdrawing from my checking account WITHOUT MY AUTHORIZATION when the debit card I was using to pay became compromised and had to be closed. Until last year I had no electronic access to my XXXX XXXX XXXX XXXX account as they refused access because I had declared bankruptcy. That is now fixed as a result of the CFPB 's action s ( Thank you ! ). I dispute the {$370.00} charge but can not get it resolved as I can not reach Collections. I need to change my credit card payment but can not as USAA will not allow me to modify my accounts online. I wish to modify my auto insurance but can not do so as USAA wi ll not allow me electronic access/changes to my accounts.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23453
Submitted Via: Web
Date Sent: 2017-05-24
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-23
Issue: Getting a line of credit
Subissue:
Consumer Complaint: On Saturday, XX/XX/XXXX I spoke with XXXX , USAA representative ( USAA rep ) to apply for a {$20000.00} debt consolidation loan. The USAA rep explained that USAA does not offer debt consolidation loans, but instead just a loan, which I may disburse to my creditors at my discretion. My response was I wanted to move forward and apply for {$20000.00} loan. Although I have never been offered or applied for a consumer loan with USAA, I am an established insurance customer of USAA for several years. I started out insuring XXXX vehicle and I now have XXXX vehicles and XXXX family members under my policy. My XXXX product was the secured USAA XXXX XXXX Card to help re-build my credit which I was able to deposit the maximum {$5000.00} and after several years, I closed the accou nt for two reasons 1 ) I was declined for an unsecured USAA XXXX XXXX Card-after being approved for a Platinum Card by XXXX XXXX 2 ) because my credit had been established well enough to be approved for generous amounts of credit by multiple entities including a USAA Visa which was the lowest amount of {$5000.00} until a few months ago I asked for an increase and is now {$15000.00} ( which lags behind other lending institutions ). In addition to access to unsecured bank credit cards, high end department store cards, and personal loans from XXXX credit unions, car purchases/leases, and last but not least I qualified for a VA Jumbo Home Loan for {$670000.00} which I began to build in XX/XX/XXXX and closed XX/XX/XXXX which is solely in my name. Also, seemingly going through the grueling process of purchasing a home and verifying income and providing supporting documentation from the IRS, bank statements, employment verificatio n, 100 percen t on time payment history on all accounts for many years, and etc. Which all speaks volumes to my employment history, credit worthiness, stability, and income model. However, I sensed that after I stated my annual access income is {$250000.00} and the tonality and posturing in the USAA reps voice began to change and become condescending and the profiling began as if it was a ridiculous amount of money for someone like me ( XXXX XXXX Woman ) to have access too. The USAA rep began to demonstrate implicit bias and by the time she ran my credit, placed me on hold, and came back to the phone it was full-blown explicit bias that I felt, which is properly termed in this incident as disparate treatment which induced disparate impact. So, I then broke the income down for her and explained that my income is {$150000.00} per year and the income that I have access from my husband is {$8300.00} per month, which is {$100000.00} per year for a total of {$250000.00} per year. USAA rep went on to discourage me from using my husbands income because Id stated this would be an individual application, not a joint application. It was then stated that if the {$8300.00} was alimony or child support I could use it, but since it was my husband it had to be a joint application. Sounds like Im being penalized for having a husband and not an ex-husband-discrimination based on marital status. I began to explain to USAA rep that the stated income has been used on all of my credit applications and lending institutions from car buying/leasing, to credit cards, and consumer loans from other banking institutions without fail and most recently as a compensating factor for home purchase. The only lender that Ive had to verify income was for building/purchasing a home in XX/XX/XXXX , increments during that time and right before closing recently in XX/XX/XXXX . USAA rep stated that the application would need to be reviewed by the Underwriter which came back requiring income verification with XXXX recent pay check stubs. My response was thats not a problem, but why? My credit application/report supports my income model, and my stated income. I also asked if USAA required all applicants to submit these documents for consumer loans because nothing was ever mentioned about my credit score, credit worthiness, or the fact that I had again paid off over {$8000.00} on my USAA credit card just days prior to the loan request which they held the check for seven ( 7 ) busi ness days endorsed by my credit union. There is a disparate treatment which is causing disparate impact based on my race, sex, and marital status. I asked to speak with the Underwriter, but I was told there was onl y one of duty for the day. Then I asked for my call to be escalated to a USAA supervisor, and thats when XXXX announced herself and she began to explain that USAA is a conservative lender and there are triggers as to whom to ask for verifiable information because the bank wants to protect itself from fraud. I explained to her that this level of conservativeness is beginning to look more like discrimination. She went on to give the disclaimer that USAA does not discriminate based on race, religion, etc. I told her shes paid to say that, but just like XXXX XXXX , XXXX XXXX XXXX , XXXX , and so many other institutions, they were still found to be in violation of the fair lending practices. By now, Im sure I am a victim of USAA by means of comparative evidence of disparate treatment and disparate impact requiring additional documentation that is required for triggers. USAA please define triggers as to be sure not to discriminate certain groups of people from the standard for fair lending practices without exceptions or discretion of reps and underwriters profiling deserving applicants. I wanted to know if USAA is conducting lending practices with a different set of rules beyond Equal Credit Opportunity Act ( ECOA ), abiding by Consumer Financial Protection Bureau ( cfpb ). Since that time I have receive d two mailings, one dated XX/XX/XXXX stating that before they can make a decision on my application I need to submit XXXX Most Recent Paystubs with XXXX Most Recent XXXX Form, this is more than what was initially asked for during the phone call, which further lets me know that USAA is guilty of Disparate Treatment and Impact which explicit discrimination. Since when does someone submit XXXX forms for a consumer loan? The second letter dated XX/XX/XXXX signed by XXXX XXXX , Vice President, Loan Experiences, USAA Federal Savings Bank states Notice of Decision for {$20000.00} Consumer Loan was not approved because Insufficient or lack of income. If there was true justification for closing the loan, it should have been for incomplete application or an issue with my credit score XXXX ( which declined since I purchased home ), or additional information required. Overall, the consumer loan application process with USAA rep, Underwriter, and Supervisor left a lot to be desired. It appears that USAA has no problem with me paying them insurance money and paying high interest on their credit cards, but there is disparity in loaning money to deserving customers all while using the money that is paid to them for their conservative loan applicants. My credit profile is a testament to my discipline, hard work, stability, and efforts to obtain and maintain the American Dream, but institutions that continue to redline XXXX XXXX is the core reason there is disconnect with achieving these very things. If anything, USAA needs to be courting me with various products to increase my portfolio with their services.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22192
Submitted Via: Web
Date Sent: 2017-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A