Date Received: 2017-05-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My name is XXXX XXXX XXXX XXXX , and sadly I have had to file numerous FTC Complaints against my Bank USAA XXXX XXXX XXXX . I have had more problems with USAA in the last 3-4 years than I have had since I joined when I was XXXX -years old. I have had to file complaints ranging from not updating accounts accurately to Credit Card issues that I have never, ever had before! Currently USAA via a contracted Mortgaging Company- XXXX XXXX is not taking my monthly Mortgage Payment automatically out of my USAA Checking account on the XXXX of every month as I signed up for. I was led to believe that the previous USAA contracted Mortgage Servicing Company , XXXX ( sp ), was not doing a good job an d USA A had numerous customer complaints and this is why they switched me to XXXX XXXX I have recently learned, via talking to USAA Mortgage Servicing Agents, that USAA has ab out 4 Mortgage Servicing Companies contracted and I believe XXXX is still one. I had no issues with XXXX , as they took my payment out religiously on the XXXX of every month regardless of weekend or holiday. I have talked with everyone at USAA there is to speak with and XXXX XXXX and this issue has never been resolved. All I have ever gotten is excuses, and as of this morning at XXXX CST XXXX XXXX has still not processed my Mortgage Payment. I once again called USAA this morning and spoke with a XXXX in USAA Mortgage Department and once again told her USAA nee ded to get this fixed- but have very little hope of that as have already complained enough. Any assistance you can render would be appreciated, as not taking out a Mortgage Payment of over XXXX dollars a month, when scheduled makes it difficult to manage ones finances properly. Thank you in advance for any assistance you may render in this matter! XXXX XXXX XXXX XXXX XXXX .
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 36532
Submitted Via: Web
Date Sent: 2017-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-02
Issue: Trouble using your card
Subissue: Credit card company won't increase or decrease your credit limit
Consumer Complaint: My complaint is against USAA Federal Savings Bank as it specifically relates to my XXXX XXXX XXXX XXXX XXXX Credit Card. This complaint is regarding an extreme reduction in my line of credit that increase my debt-to-credit ratio to over XXXX XXXX after I had immediately reduced my debt-to-credit ratio by making 4 payments. On XXXX XXXX , XXXX my XXXX XXXX XXXX XXXX XXXX Credit Card reflected a Credit Limit amount of {$13000.00} and a balance owed of {$11000.00}. Over the span of XXXX days I made the listed payments totaling {$10000.00} - XXXX {$570.00} ; {$4800.00} ; {$5000.00} on XXXX XXXX , XXXX and {$120.00} on XXXX XXXX XXXX ). Bringing the balance down to {$1300.00} and improving my debt-to-credit ratio to XXXX XXXX of my credit limit. Note : ( I have over XXXX XXXX history with XXXX and none of my accounts have been late or have had a negative review and this is reflected in my credit report from Transunion, Experian, and Equifax XXXX . Per my conversation with a USAA Bank representative on XXXX XXXX , XXXX , I was told that on XXXX XXXX , XXXX they reduced my line of credit to {$2500.00} and that they sent me a letter letting me know about this and this was due to some adverse information on my credit report. The request for reconsideration of their action and that the decision be reversed was declined. I informed USAA Bank that this action did not reward good behavior, that it in fact punished me because my debt-to-credit ratio increased to slightly over XXXX XXXX and that this was just after I had made them a payment of {$10000.00}. I pulled my Annual Free Credit Report on XXXX / XXXX / XXXX and after carefully reviewing my report I do not see anything on my credit that is negative to warrant such an impetuous action on their part. I questioned if this financial institution has a genuine and sincere interest in supporting the family members of a military veterans. I have faith in USAA Bank and I hope this is just a misunderstanding. I am also reaching out to CFPB for support on this matter. I would like my {$13000.00} line of credit restored.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90037
Submitted Via: Web
Date Sent: 2017-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-02
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: This is in reference to two complaint file with the CFPB ( Please see attached, I try to submit the notes below via " feedback '' however I kept getting the error message that the page was not found. Complaints # XXXX and XXXX Both companies alleged to have sent the results summary was sent to of you for review On XXXX XXXX 2017 , However as of today XXXX 2017 I have never received anything from USAA or XXXX . They have validated the debt with XXXX without providing any supporting documents. As listed on the complaint files, my mailing addresss is : XXXX , XXXX XXXX XXXX XXXX XXXX , CA XXXX
Company Response: Company can't verify or dispute the facts in the complaint
State: CA
Zip: 92058
Submitted Via: Web
Date Sent: 2017-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-01
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Was not notified of investigation status or results
Consumer Complaint: Initial Complaint : XXXX Response : Dear CFPB, I did not receive any calls from USAA. I informed USAA that my cell phone was stolen and provided them with an alternate contact number. They could also have direct messaged me through USAA.com. I contacted USAA numerous times with calls and direct messaging. I was told to call, but when I telephoned, I was transferred repeatedly and consistently to numerous departments with no help or answers. If I visited USAA.com multiple times, it was to open accounts for my XXXX children or to address Christmas money being transferred to them, not for my own personal use. I had to file a complaint to get them to talk to me. First, I left my purse on the counter while shopping during Black Friday, but it was later returned. Secondly, my van was broken into and my phone, purse, and personal items were taken. A couple of my cards were compromised. As a result, I looked further into my accounts. I confused this card with a XXXX card and application. I explained to USAA that I had no knowledge of the account or card when I telephoned and needed to close it. Why would I go through all of this for {$35.00}? I have slowly been transitioning to my new home at XXXX XXXX XXXX in XXXX , Virginia while it is being renovated, so I havent fully changed my address yet. Regardless, derogatory information was reported to the credit bureaus while this issue was supposedly under investigation. I was told that the first investigation was inconclusive. Negative information should not have been reported to the credit bureau if the credit card account was under investigation, and I was not aware of the results.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23513
Submitted Via: Web
Date Sent: 2017-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-04-29
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Let me start out by saying that I love USAA bank and even after what has happened will probably continue to bank with them. I am just shocked by what happened. On XXXX XXXX XXXX I reopened a checking and savings account that I previously had with USAA. I have been a member since XXXX . Upon opening the account I also opened a Secured XXXX Credit Card account that is attached to a CD. I deposited {$30.00} in checking and {$30.00} in savings. On XXXX XXXX XXXX , I noticed the money I had deposited into my checking and savings was gone and my checking and savings account had been closed. I contacted USAA and was advised by a service rep that I had a balance and they took my money. I then advised the rep that I filed a bankruptcy in XXXX with USAA listed for banking and auto/Case XXXX . The rep advised me that upon opening my account I signed some type of disclosure statement indicating that they could collect any money owed. I was never notified that I owed anything to USAA after bankruptcy. They have never contacted me about any debt which I thought was normal due to bankruptcy. I was shocked to know that they took my little bit of hard earned money right out from under me without any notification. Because I love the bank so much I probably would have still just paid the balance and reopened my account at a later date if they informed me of what was going on. I feel like I was misled and was saddened to know that USAA would allow something like this to happen without any notification to me, the consumer. Why even allow me to open an account if I owe a balance. Just really disheartened that this has happened. I am trying to rebuild my credit and buy a home. USAA was going to be my bank where my savings would go. My first {$30.00} towards savings is gone.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: GA
Zip: 30281
Submitted Via: Web
Date Sent: 2017-05-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-04-26
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: I 've been reported to XXXX because of an account opened in my name. I have contacted this bank numerous of times as well as the consumer reporting agencies and nothing has happened
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94589
Submitted Via: Web
Date Sent: 2017-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-04-26
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: USAA is not being fair when it comes to their overdraft policy. They are letting funds hit your account on purpose when the funds are short. for example i made a deposit to cover my transaction and they are still telling me tha t they accurately collected a fee from me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32773
Submitted Via: Web
Date Sent: 2017-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-04-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Yes, my name is XXXX XXXX XXXX XXXX I am a XXXX XXXX XXXX XXXX and have and am currently being harassed by the XXXX XXXX XXXX XXXX XXXX XXXX , Alabama, XXXX . The policy I have with them falls under USAA Federal Savings Bank XXXX XXXX Wind and Hail. Since I bought my house at XXXX XXXX XXXX , XXXX Alabama XXXX , on or about mid- XXXX XXXX - I have received on a frequency of about one a month correspondence from the Alabama XXXX XXXX XXXX out of XXXX XXXX AL, requesting various information, that I have had to have USAA Federal Savings Bank handle, repeatedly. This year alone ( XXXX ) I have received XXXX letters from the Alabama XXXX XXXX XXXX , most recently threatening to cancel my Insurance, unless I provide yet more information. This is simply harassment. If I lose my insurance my mortgage will be foreclosed! I have asked XXXX XXXX XXXX Bank numerous times to fix this- obviously to no avail. On, XXXX XXXX XXXX I spoke with a XXXX at USAA, who claimed she could not in fact contact this agency in Alabama, despite other USAA agents who could. Now oddly, the Probate Judge of XXXX XXXX , Alabama, where I reside, XXXX XXXX , was the Mayor of XXXX Alabama, who left this position under dubious circumstances. Also XXXX XXXX is a big time or was a big-time player in the Insurance industry here in XXXX XXXX and the State of XXXX with links to corrupt officials like the former Governor XXXX XXXX who utilized State law enforcement to intimate citizens. Oddly, I have had unpleasant dealings with him recently, in his capacity of XXXX XXXX , when he in fact has no formal legal training. He committed me because I found some supposedly counterfeit money, but in reporting it supposedly highly upset someone in local XXXX XXXX ! This is despite following law-enforcement personnel guidance and direction to the letter! I have also had undue issues with the XXXX XXXX XXXX XXXX which XXXX XXXX XXXX know intimately, in addition to the local Department XXXX XXXX XXXX XXXX Now I do not know if these entities are linked, or not!?!? However, I would highly suggest, that all parties aforementioned are looked into for any sort of possible collusion in this matter, as I know of no one else that has had all of these issues- and for as long, with no end in sight. Also, a former big-shot from XXXX XXXX lived ( and still might ) in my sub-division of XXXX XXXX , XXXX , AL. I am so exasperated that I have told USAA that I do not care if my mortgage is foreclosed if I lose my insurance. Thank You for any attention in this matter. XXXX XXXX XXXX
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: AL
Zip: 36532
Submitted Via: Web
Date Sent: 2017-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-04-25
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: This complaint is related to a previously filed complaint against U SAA. They have reported to the CFPB that they have worked with me to resolve the issue, yet they have not acted in good faith to resolve my issue. I am looking for copies of all my bank statements to have for my records. USAA bank has terminated my online account access so I am unable to view those records. When I reach out to the bank, they inform me that since I can not access them online, they will need to charge me {$10.00} per statement copy for them to provide the copies I need. Since I have been a customer since XXXX and during that time I 've had multiple accounts, the cost to do this would be astronomical. My calculations are that for them to get me all the records I need, it will cost well over {$7500.00} in fee 's. Yet, they are n't budging. I gave them XXXX options. 1 ) To provide me temporary account access so I can log in and download all the statements that I need, or 2 ) Mail me a thumb drive or CD with all the account information I am asking for, or 3 ) Mail me paper copies of all statements that are on my profile. These are my financial records and I am entitled to them. They provide these records free of charge to their other customers by online delivery. I would happily download these records if they would allow me to. This problem is now causing XXXX other issues that have the potential to cost me a lot of money. I am in the middle of a XXXX tax year audit an d USAA ha s records pertinent to proving deductions with the IRS. Second, I am in a dispute with the child support registry in Washington state. There are XXXX payments over the course of the past 14 years that have not been correctly applied to the account. I need these records to reconcile my records with theirs. To prove my point, on XXXX XXXX XXXX USAA shows a payment in the amount of {$100.00} coming from my account, yet only XXXX was credited on the support registry side. These records will assist me in resolving the Washington state matter which is now damaging my credit. I spoke with USAA in late XXXX and early XXXX and I was assured they would assist me with getting me copies of the bank statements. Instead, they sent over XXXX pages of statements for only XXXX account - and that only went back to XXXX XXXX - a full 7 years less than what I was promised on the phone.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 982XX
Submitted Via: Web
Date Sent: 2017-04-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-04-25
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: A month ago I contacted the institution and inquired about a rate reduction on my credit cards, in light of recent financial hardships. Upon which, I was informed by USAA agents that the only way they could do a rate reduction was if the account was in the rears and deficient. Following the deficiency, your company would then close the credit cards and afford a reduced interest, in order to pay off the balance. Three weeks following that conversation, I contacted customer service again, and in fact was late on my payments that were due. The agent then acknowledged the previous conversation, and proceeded to close my two XXXX XXXX cards with USAA, and then informed that she would be transferring me to another agent to adjust the interest rate so the card could be paid off. Upon transfer, the next agent claimed to have no knowledge of any interest rate reduction policy, and refused to help. The fact that the subagent advised, that in order to receive a reduced interest rate, I would have to first be delinquent on my account, is the first issue. The second issue is that in light of the closures, my credit worthiness has been affected adversely and also created a legal detriment to my financial standing. As a result of the subagents advice and actions, the company has violated various federal statutes, to include the FDCPA, and UDAAP, of which provide fines and penalties against the offender, and provide support of compensatory or punitive damages ( or both ) to an affected party, as a result of the wrongful acts of the banking institution.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 01089
Submitted Via: Web
Date Sent: 2017-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A