Date Received: 2017-04-03
Issue: Problems when you are unable to pay
Subissue:
Consumer Complaint: I have been trying to get statements for my XXXX motorcycle loans. In XX/XX/XXXX, USAA said I will no longer be a member with USAA. Since then I have n't gotten any statements. When I call I am asked to answer security questions. After they verify my information then I am put on hold, sometimes this hold is forty eight minutes to an hour. When the representative comes back, their reply is to hold for a manager. Again the wait varies thirty to forty-five minutes. When manager answers, they go through the verification again. Only for them to tell me they can not access my loans. Then they will give me other phone numbers to call and they say the XXXX office is the only office that can help me. XXXX motorcycle loan was open in XX/XX/XXXX and the other XXXX opened in XX/XX/XXXX. Since XX/XX/XXXX I have not had access to my accounts and USAA has not provided statements to me. I have been mailing payments with no confirmation of payment received. I am currently in the process of selling the XXXX motorcycles and I need the payoff amounts, but again USAA has refused to give me access to my loans.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 79924
Submitted Via: Web
Date Sent: 2017-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-01
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: USAA Bank, clearly advertises that family members of veterans may obtain checking accounts with them. That is only partially true. In there national commercial they clearly state that siblings of veterans may obtain an account. When you call USAA Bank, a sibling is not allowed to obtain an account.
Company Response: Company believes the complaint is the result of a misunderstanding
State: FL
Zip: 34601
Submitted Via: Web
Date Sent: 2017-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-31
Issue: Transaction issue
Subissue:
Consumer Complaint: When a payment is made to my credit card, whether it 's done via an electronic transfer or from a check, the creditor holds my payment from my available balance for 5-10 days. In other words, if I make a payment to my credit card my money is deducted from my checking account almost immediately but it 's not credited to the card 's " available credit '' amount for a week. My creditor floats my payment and earns interest off my balance instead of applying my payment timely.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92563
Submitted Via: Web
Date Sent: 2017-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-03-30
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: In XX/XX/XXXX, I was preparing for a job change from a mid paying job to a low paying job, which would reduce my salary to approximately {$XXXX} per year, for first year pay ( XXXX ). I was looking at a {$XXXX} pay cut with a XXXX mortgage payment on a {$180000.00} patio home in Florida. In order to ensure that I would not default on my mortgage during the unknown time that I would be at low pay at a XXXX, I applied for and was granted an {$80000.00} line of credit based upon equity in my home with USAA Federal Savings Bank. During the application process I explained that I was taking a large pay cut and this money would ensure that I could pay my mortgage in the following years until pay increased. I specifically asked during application, " do I need to draw out this entire amount or can I leave it available ... will USAA ever adjust or take any of it back. ", to which the USAA representative assured me that, " no, this amount will always be there from which you can draw as you see fit. USAA will not take any of it back. '' Shortly thereafter, when I was already at my new {$XXXX} job, USAA sent me a letter stating that due to insurance claims and economy issues associated with it that my {$80000.00} line of credit was being adjusted to {$40000.00}. I had drawn {$20000.00} of it at that time and immediately drew the now remaining {$20000.00} and called USAA immediately. I then explained that the operator promised me that the amount would not be adjusted nor taken back at all. USAA said, " we have to protect our interests ''. USAA lied to me over the phone during loan application then. I pushed on and experienced financial hardships during my 8.5 years with the XXXX at their lowest pay position. I left this XXXX and joined a XXXX in XX/XX/XXXX. I was there briefly and now have been hired by a XXXX. Today, as I have just received my first full training paycheck, I again called USAA to see if I could increase my home equity line of credit to pay off my credit card, which is over 9.0 % interest, since my pay will steadily be rising and I 'd like to consolidate debt at the lowest interest rates possible. Over the last few years, I 'd been maintaining a monthly balance of over XXXX on my credit card and I was unable to decrease this balance. The interest payments on this balance were over {$150.00} per month. During my call USAA Equity department informed me they no longer process Equity loans. I transferred to the personal loan department and found their loans were not available to me and were at the same interest rate. Dejected, I transferred back to the equity department again and discussed what had gone on years before. I asked if there was any way they could increase my equity line of credit by my credit card amount since this had happened to me years before. The representative told me that the decrease was due to a refinance of my home, which I knew to be a lie. After pressing her about the actual situation, she acknowledged that USAA had indeed taken the money back from me due to " the economy ''. She stated there was nothing USAA could do. I 've been at low pay for many many years. I 've been at a high credit card balance for many years, paying over {$150.00} per month in interest to USAA, which may have been avoided if I had been able to use the loan they promised me I would have. The original operator lied to me during application. The operator today attempted to lie to me about the reason why the line of credit was adjusted/decreased. As a result of the lie during application, I 've paid USAA a lot of money. They made a lot of money off of me, a 20 year military member, due to a lie that was told to me over the phone. This could have caused me to have to sell my home, or possibly face foreclosure. This is not how you treat your members.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32583
Submitted Via: Web
Date Sent: 2017-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-29
Issue: Cont'd attempts collect debt not owed
Subissue: Debt was paid
Consumer Complaint: In XX/XX/XXXX, USAA FEDERAL SAVINGS BANK accepted {$5100.00} on my home equity loan account, as SETTLEMENT IN FULL, and released its lien on the property located at XXXX, XXXX CA. The Final HUD SETTLEMENT STATEMENT indicates a CLOSE DATE of XX/XX/XXXX, and a disbursement date of XX/XX/XXXX, which reflects the disbursement of said funds. Now, just over 5 years later, I received an undated electronic document from USAA Federal Savings Bank ( which posted in my USAA membership account on XX/XX/XXXX ). The letter states that I owe USAA {$26.00}, XXXX on said account, that said account is past due, and that said amount is due by XX/XX/XXXX. Said settlement in full was part of a short sale on said property in the State of CA. Now, just over 5 years later, I opened an undated electronic document from USAA, which shows it as electronically posted in my USAA membership account, in the USAA DOCUMENTS SECTION, on XX/XX/XXXX. The letter states that I owe USAA {$26.00}, XXXX, as past due amount, due and payable by XX/XX/XXXX. Said settlement in full was part of a short sale on said property in the State of CA.
Company Response: Company believes complaint is the result of an isolated error
State: FL
Zip: 32174
Submitted Via: Web
Date Sent: 2017-03-30
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-28
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: I wanted to proceed with a mortgage refinance on my primary residence and I was rejected by USAA Federal Savings bank due to my debt to income ratio which was 48 %. The associate stated that the debt to income ratio should be 45 % or under. So I applied with my wife as joint applicants. We were turned down as well due to the fact that her credit score was below XXXX ( XXXX ). I am displeased due to the standards imposed in trying to apply for a refinance. We are hard working individuals that want to consolidate the XXXX mortgage loans into XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11418
Submitted Via: Web
Date Sent: 2017-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-28
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: 1. I have a 84 month CD with USAA - terms ended in XX/XX/XXXX 2. I called USAA on XX/XX/XXXX and requested the following - a. a copy of the XXXX XXXX from XX/XX/XXXX, and to roll my CD into a Savings Account until I decide what to do with the Money. The Representative XXXX said that this will take place, I requested to mail my XXXX and what ever else I need to do for this transaction to take place - call ended 3. On XX/XX/XXXX I called USAA back to see why I still have not received my XXXX, I spoke to XXXX first that informed me that it was not sent, and that the CD has now rolled over to another 84 month term. I said it was a mistake that it should have been rolled into a Savings Account, XXXX transferred me to XXXX. XXXX explained to me that I would have needed to fill out more information to open a Savings Account, I told him that this was never discussed with me. He researched the original call and said that the call was disconnected. I mentioned that I did not think it was disconnected as I was told from XXXX that he would take care of everything. I proceeded to file a complaint for a resolution. XXXX established an official complaint and said that they will order the transcript of the phone call. XX/XX/XXXX XXXX from USAA called me, said she is working on my complaint. XX/XX/XXXX XXXX called me said they reviewed the call - told me that the original request for my XXXX and the request for the CD to roll over into a Savings Account was made by me, but the call got disconnected ) MY COMPLAINT : 1. If the call was disconnected ( why did USAA not call me back? ) They do have information on the call where I requested to transfer my CD into a Savings Account and a copy of my XXXX. In my opinion they did not help me as a customer to complete my request. They let my CD roll over for another 84 month at a 1.01 % interest Rate. This was also not communicated to me in any way. 2. I requested a copy of the transcript of the call, which was denied to me
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29223
Submitted Via: Web
Date Sent: 2017-03-28
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-28
Issue: Credit card protection / Debt protection
Subissue:
Consumer Complaint: I was slammed by a CSR in the XXXX of XX/XX/XXXX. I would have never agreed to sign up for debit protection, but the CSR told me that you could file a claim and be eligible for debt protection even if you become unemployed voluntarily. I outright asked the CSR " so if I quit my job I would qualify for debit protection? ''. The CSR said : yes even if you quit your job. So from XX/XX/XXXX through about XX/XX/XXXX, when I quit my job, I was unaware that I could not deploy my debt protection. I held on to it for a while, hoping to get an unemployment appeal decision in my favor. I called the CSR for the credit card services. Several times and told them I was slammed by a CSR. They always agreed that I should get reimbursed. The last time I talked with some body about it, he told me he was in charge of all of this and was looking into it. I never heard back from him. It was about a year ago. I started working a split shift, over 12hrs away from my XXXX mile daily commute. ( that is a 14 hr day way from home ) I had no time to investigate. When I finally had some time I called. They talked to supervisors that said it was so long ago, and there was nothing they could do. I have been asking all along about the recorded phone calls. They always tell me they can and will pull them and they do exist. I did the math and i 'm out {$1800.00}.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 344XX
Submitted Via: Web
Date Sent: 2017-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-27
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: I have an auto loan with USAA. The funds are electronically transferred from my account with XXXX to USAA. This was done for the last required payment on XX/XX/2017. I received a letter in the mail from USAA on XX/XX/2017. I immediately checked with XXXX and reviewed my statements which showed the car payment had come out of my account and been transferred to USAA. I called USAA and they checked and it had not been posted to any of my other accounts. They requested XXXX fax them a copy of my statement showing the deduction from my account and the transfer form. XXXX did that the same evening, XX/XX/XXXX. I was told initially it would take XXXX business days to rectify the situation. It is now XXXX, XXXX days later and no resolution. I just got my email statement showing no resolution and that a late charge has been applied. I have had XXXX auto loans with USAA and never missed a payment. I also have a credit card and have never missed a payment. This is an in-house problem for USAA. My car payment should have been immediately credited to my account based on documentation XXXX provided, while USAA straightened out its own internal mess. I will not get an auto loan with them again based on this experience.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NH
Zip: 030XX
Submitted Via: Web
Date Sent: 2017-03-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-25
Issue: Taking out the loan or lease
Subissue:
Consumer Complaint: In XX/XX/XXXX, I agreed to co-sign for my son 's USAA Consumer Lending auto loan. My son, being in XXXX and myself in XXXX XXXX he was apparently allowed to e-sign for me but I did receive a call from USAA to secure my identity and ensure my consent as co-signer. In XXXX, USAA consumer lending allowed my son to refinance this loan without my knowledge or consent. I was unaware of this for several months and have made numerous attempts to have myself removed from this loan without success to include a letter from my attorney on XX/XX/XXXX requesting proof pursuant to the ESIGN and XXXX acts as well as state law. I confirmed this letter was on file on XX/XX/XXXX and was being investigated by the consumer lending fraud department to whom I 've never been able to speak and been dropped from the call to consumer lending after being on hold for lengthy periods. Recently I 've discovered that there is no consumer lending fraud department, just a fraud department. I 've been given several reasons USAA consumer lending department insist I 'm co-signer on the loan legitimately such as : We sent you an e-mail and you did n't reply with objections, you agreed to do business electronically and receive documents electronically. Your son gave us the last XXXX digits of your SSN ( further questioning of requirements in this phone conversation, USAA consumer lending said I had to be in the same room where my son e-signed. I was in XXXX and he was in XXXX. I the mean time I 've received derogatory information on my credit report and a threatening letter from USAA. I have been with USAA for almost 30 years and always received fair and respectful treatment, until now. Only the consumer lending department, quite a few representatives, have lied or misinformed me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MS
Zip: 393XX
Submitted Via: Web
Date Sent: 2017-03-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No