Date Received: 2017-02-08
Issue: Taking out the loan or lease
Subissue:
Consumer Complaint: XX/XX/XXXX I contacted USAA and asked for guidance. I was nearing the conclusion of the escrow for my home at XXXX., XXXX , CA XXXX. My home was under construction and nearing completion. My question was to a loan officer. I needed guidance as to what I could do to finish the back yard and other finishing construction needs once I closed on my home. I knew that I would have {$30000.00} in equity upon closing between the purchase price and the value of the house without the upgrades. I was advised to take out a personal loan with the purpose of converting it into a Home Equity Loan after closing. I was concerned that the payment was high and told the loan officer that I could only carry that payment of over {$700.00} for two months at the most. I was assured that I would only be responsible for that payment for 30 days at most. After several days of consideration and discussion with knowledgeable friends, I consented to the arrangement on the condition the loan would be converted right after closing in XX/XX/XXXX I closed on my home, activated the USAA loan as agreed, and called to convert it to an Equity Loan in XX/XX/XXXX per our agreed plan. I was told nothing could be done at all because USAA 's technological system was being updated. I called in XX/XX/XXXX and was told the system was being updated and nothing could be done. I called in XX/XX/XXXX and was told the same thing. I called in XX/XX/XXXX XXXX times and was told the same thing. I called twice again in XX/XX/XXXX and was told the same thing. I called three times in XX/XX/XXXX and was told the same thing. I called multiple times in XX/XX/XXXX and was told the same thing. I called in XX/XX/XXXX many times. The third or fourth call I was told USAA was not granting Equity Loans any longer. I asked what other options I had, and was not guided in ANY way. I called back in XX/XX/XXXX and was not guided or helped. I called back in XX/XX/XXXX and was told to go to another institution. I was not guided as to what institution or what to ask for. I called back in XXXX XXXX and was not given any options by USAA. I called multiple times in XX/XX/XXXX and was just told to hurry up and find something. I have requested someone from your office to contact me for help in finding a reasonable product. I have made this request in XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. I have not heard from anyone in your office and it is XX/XX/XXXX. USAA Banking knew from the beginning that I was seeking an equity loan not a personal loan with a monthly payment of over {$700.00}. An equity loan came with a monthly payment of {$350.00}. I was purposely put of with the objective on USAA 's part to keep me at the $ XXXX monthly payment when they knew from the beginning that I did NOT ask for or seek in any way a personal loan!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93306
Submitted Via: Web
Date Sent: 2017-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-07
Issue: Other
Subissue:
Consumer Complaint: I received my credit card bill and I have a credit on the account of XXXX. This bill is as of XX/XX/XXXX. I called USAA XXXX and asked that I receive a check in that amount. The first representative could not figure it out so I went a a person " XXXX '' on the " XXXX resolutions team ''. She pulled up that statement and agreed that I did indeed have this credit on the card. She said " other charges had come in '' and refused to process the check to me for {$71.00}. I indicated to her that this is a CREDIT CARD and that until my next bill date I am current on my account and that I am under no obligation to pay my bills in ADVANCE as this is a CREDIT CARD. I also informed her that she was in violation of the law and that I would be contacting you. She said " that is your right ''. Thus I am contacting you to have this check issued immediately for the {$71.00} and stop this practice and fine them for their flagrant violation of consumer rights.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97330
Submitted Via: Web
Date Sent: 2017-02-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-06
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: In XXXX and XXXX of XXXX, my ex husband used my social security number, without my knowledge or consent, to take out XXXX personal loans for {$2500.00} from USAA Federal Savings Bank as a co signer, both of which were approved. We were in the process of our divorce and I would have never agreed to tie myself to {$5000.00} of additional debt to him. My ex husband also applied for XXXX additional loans with my social security number as a co signer without my consent or knowledge in XXXX of XXXX, both of which were denied. I was not made aware of there debts until I attempted to open my own checking account with this bank and saw an outstanding balance of {$5000.00} on my account profile. I was a stay at home mother, and my ex husband controlled our finances, my name was not even on the savings account. I immediately contacted USAA and filed a fraud investigation claim against both loans in XXXX of XXXX. As part of the investigation, I mailed via certified mail copies of both loan summaries from my account, copies of my ID and social security card, notarized signatures, and a letter explaining the situation of my ex husband taking advantage of online loan applications for USAA that do not ensure that an added co applicant is aware that their information is being used for inquire for credit. After five months, in XXXX XXXX, I called USAA to check to status of my investigation and was told by the fraud department that both loans and all inquires would be taken of my credit report. XXXX XXXX, I checked my credit report and noticed that XXXX loan was still on my credit report. I called USAA to find out why XXXX loan was left on my report, and was told that there was no information regarding this second loan being removed after a fraud information, and as far as the bank knows, I am responsible. I explained that I had already spoken with the fraud department in XXXX XXXX and was told that both loans would be removed. I was then told that there is no history or notes regarding this loan. I even asked the representative to check to notes from the exact day that I called USAA in XXXX XXXX and I was told that the representative did not leave any noted regarding the second loan. I provided information for both loans when I initially mailed a fraud report in XXXX, and was told in XXXX that both loans would be removed, now I am being told that there was no investigation done on this second loan. I was then told to mail in a form to the consumer reporting department of USAA to request that this loan be removed from my credit report, I did this in XXXX XXXX, and I just received a letter stating that they will not remove the account. I am concerned about how my personal information is being handled at USAA. How is that anyone with access to my social security number can apply for a loan to this bank without any giving me any notification or verification, and when I contacted this bank in regards to this breach, I am given the run around and have sensitive information lost in the process. Since there is no record of this second loan being investigated, ( all of the sudden ), I am concerned that the copy of the loan summary for this loan that I submitted for the initial investigation in XXXX XXXX, was lost or stolen by someone within the fraud department of USAA. I would like to know the whereabouts of the loan summery for this loan that I submitted in XXXX via certified mail, and have this loan removed from my credit report as was stated by a fraud representative in XXXX XXXX. If the investigation found me liable for this debt, then there would have been a record of that finding and conversation in XXXX XXXX when I spoke with the representative to inquire on the status of the initial investigation. The other loan was removed along with all XXXX inquires, however, this XXXX loan remains without any explanation.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: CA
Zip: 95670
Submitted Via: Web
Date Sent: 2017-02-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-05
Issue: Problems when you are unable to pay
Subissue:
Consumer Complaint: I am 60 days late on my auto loan. I have explained to the bank ( USAA ) that I am unemployed. Since they can not do or offer a deferment I asked if I could short sell the vehicle. I would like to take it to a dealer and try to get as much as possible. I know I 'll still owe the bank money but I 've estimated that a short sell would create a deficit of around 8,000. If they repo it and throw it on a repo lot that deficit could exceed 11,000. That 's 3,000 and could possibly be up to 4,000 that I 'm basically being forced to take because they do n't want to deal with a short sale. I even said I would bring the vehicle to them, their response " leave it at your house, our repossession unit will come get it, there 's nothing we can do ''. Is there any way to negotiate this?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MS
Zip: 391XX
Submitted Via: Web
Date Sent: 2017-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-02
Issue: Disclosure verification of debt
Subissue: Not given enough info to verify debt
Consumer Complaint: Company has mislabeled the debt on my credit reports
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98366
Submitted Via: Web
Date Sent: 2017-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-03
Issue: Problems when you are unable to pay
Subissue:
Consumer Complaint: I became permanently XXXX XX/XX/XXXX. I am XXXX % service connected veteran and also on XXXX, I was forced in to bankruptcy. During the bankruptcy I signed an affirmation agreement on my XX/XX/XXXX XXXX and paid the balance in full. USAA has the credit report showing a charge off after a XXXX day late XX/XX/XXXX. First off a financial institution does not charge off anything for XXXX days, a XXXX day late is not a charge off. The payment was not even XXXX days late, due to the bankruptcy and reaffirmation agreement there was a mix up with the bank I believe. This loan was paid in full prior to payoff date even.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78253
Submitted Via: Web
Date Sent: 2017-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-02-03
Issue: Identity theft / Fraud / Embezzlement
Subissue:
Consumer Complaint: XX/XX/XXXX XXXX ( hereinafter XXXX ) receives XXXX debit cards and a welcome packet from USAA Savings Bank regular mail. XX/XX/XXXX DWH receives a pre-approved XXXX with {$20000.00} limit in regular mail. XX/XX/XXXX DWH recognizes that these financial products were not solicited by me and I call USAA to inform the company that I am not a customer and that I have never applied to USAA for any financial products. Moreover, in talking with XXXX at USAA I determine that a fraudster has used my name and personal information to open accounts at USAA and that I am a victim of identity theft. XX/XX/XXXX DWH goes to XXXX Police Department to report that I was a victim of identity theft and XXXX begins a police report. XX/XX/XXXX XXXX speaks with USAA employee XXXX, XXXX XXXX for USAA. Moreover, XXXX sends XXXX an email ( copy attached ) by and between this USAA employee and the XXXX Police Department stating " USAA is in agreement and has identified XXXX as a victim of identity theft, the fraudulent accounts opened in his name have all been closed and he will not be held liable for the accounts. '' XX/XX/XXXX DWH still receiving statements from a USAA secured checking account and XXXX sends a registered letter ( copy attached ) to USAA XXXX XXXX directing USAA to close any and all accounts that the fraudster opened using my identity and to stop reporting accounts on my personal credit history. XX/XX/XXXX XXXX begins to receive USAA credit card bills ( copies attached ) on the credit card account that USAA employee XXXX indicated XXXX years earlier " have all been closed. '' XX/XX/XXXX XXXX runs all XXXX credit reports to check for erroneous activity. Moreover, the XXXX report ( copy attached ) shows that USAA inquired XX/XX/XXXX on my personal credit without a business purpose. XX/XX/XXXX XXXX calls USAA and indicates that personal credit inquiries without a business purpose are illegal and that they have never had an account with me ; they had an account with a Fraudster. Moreover, I indicated that USAA is now harassing XXXX with billings, lates fee charges etc. on an account that was supposed to have been erased from my records. Finally, I indicate that if USAA does not send me in writing a statement saying that this credit card is closed and taken care of, I will file an official complaint with USAA Savings Bank 's financial regulator -- Office of the Controller of the Currency. XX/XX/XXXX DWH contacts XXXX at XXXX of the Controller of the Currency consumer complaint department and she directs me to file with the Consumer Financial Protection Bureau. XX/XX/XXXX XXXX files email complaint with Consumer Financial Protection Bureau supported by various PDF attachments that support the facts of the matter.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: WA
Zip: 980XX
Submitted Via: Web
Date Sent: 2017-02-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-02
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I have been unemployed since XX/XX/XXXX last year. In XX/XX/2016 I because unable to pay the requested amount on my XXXX credit cards I have with USAA. I kept paying them, it was n't much, but I paid them every month till they went into charge off because USAA refused to work with me. When the cards went into charge off, USAA changed my ability to view and operate my bank account. Instead of being able to use the desktop version, USAA will only allow me to use the mobile version. There are a lot of functions I can not use in the mobile version. In other words the account use has been severely impacted. I asked USAA when I would be able to use the computer version and they told me when I pay off both of my credit cards. I paid off XXXX card, but I owe XXXX on the other. That 's going to take a VERY long time beings that I am still unemployed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98366
Submitted Via: Web
Date Sent: 2017-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-02
Issue: Disclosure verification of debt
Subissue: Not given enough info to verify debt
Consumer Complaint: XXXX is not correctly reporting that I am paying them in XXXX or XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98366
Submitted Via: Web
Date Sent: 2017-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-01
Issue: Billing statement
Subissue:
Consumer Complaint: XXXX is reporting a charged-off account with a balance of {$1000.00} with a high balance of {$1400.00} on my credit report. I do not understand how they came to this balance considering that this was a {$500.00} secured credit card. A card on which I put down a {$500.00} deposit which I never received back. Please have XXXX provide me statements for the account corroborating the balance that they are reporting on this account as well as the high balance. How could I charge up {$1400.00} on a {$500.00} credit card? I am requesting this information based on 623 - 15 U.S.C. 1681s-2 ( C ) ( i ) " included on or with any notice of default, any billing statement, or any other materials provided to the customer ''.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30126
Submitted Via: Web
Date Sent: 2017-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No