Date Received: 2017-01-27
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I was delinquent on my credit card acct & entered negotiations XX/XX/XXXX with usaa credit card settlement dept to attempt to settle for less than balance due. on my first conversation i made an offer & usaa countered my offer. on the second contact with usaa a customer service rep named XXXX stopped negotiations when I countered usaa 's first offer with the same amt/percentage as my initial offer. XXXX stated that I could n't counter with the same amt/percentage. I was never told I could n't submit duplicate counters PRIOR to entering negotiations. after negotiations I filed a cfpb complaint ( case number XXXX ). I got a call the next day from XXXX of usaa & talked with him about the issue. the only thing that came of the conversation was that I got was his direct extension & he asked me to call him directly if any other problems should arise. Fast forward to XX/XX/XXXX, I re-entered negotiations with usaa to settle the same credit card debt for less than balance due & during the course of negotiations on 4 separate occasions usaa customer service reps took my identical offers and countered them contrary to what XXXX had stated XX/XX/XXXX. i finally reached a settlement agreement with usaa XX/XX/XXXX & am currently executing that agreement. I have XXXX issues, first issue that concerns me is 1 usaa rep XXXX may be operating contrary to usaa 's operating procedures versus the XXXX other usaa reps that are operating contrary to XXXX by accepting my same negotiation offer amount/percentage. the second issue is that since XXXX I 've been calling XXXX of usaa directly at ext XXXX a minimum of once weekly & leaving messages on his voicemail requesting a call back directly. to this date XXXX XXXX has n't returned any of my calls. despite my repeated attempts of calling usaa & requesting usaa reps email XXXX directly requesting he call me, I 've not gotten a call from XXXX. I believe my third issue to be the most important, I believe as a direct result of usaa rep XXXX actions of wrongfully ending negotiations XX/XX/XXXX, I 've incurred {$700.00} in additional mo pymts, interest & late fees to date that I SHOULD NOT have incurred. I want this issue resolved immediately by either XXXX or a usaa rep with equivalent or higher authority as XXXX XXXX contacting me directly & agreeing to adjust the final XXXX amount to no less than a minimum of a {$700.00} reduction.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 278XX
Submitted Via: Web
Date Sent: 2017-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-01-26
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: On XXXX XXXX, 2016, USAA bank restricted my access to my bank accounts. The bank subsequently closed my accounts. They told me they sent a check to my address on XXXX XXXX. Over the course of the past 2 months I have spoken with the bank in 29 phone calls. When I spoke to the bank today, the representative told me the bank sent the check to the wrong address. He went on to tell me the bank could not stop payment on the check. He said I would have to wait another 90 days. At that point the bank will issue another check, and mail it to me. The bank has approximately {$20000.00} of my money. I need that money. They have held it from me for 2 months. Now they are planning to hold it for another 3 months. Surely, the bank has the ability to cancel the check they sent to the wrong address. They have the ability to mail, wire, or ACH the money to me. They are hiding behind policy and choosing not to return my money to me in a timely manner. Further, since the bank restricted my access to my accounts, they have not provided me monthly account statements.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MS
Zip: 395XX
Submitted Via: Web
Date Sent: 2017-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-01-25
Issue: Credit card protection / Debt protection
Subissue:
Consumer Complaint: Hacked my bank ( USAA ) and had a credit card sent to the XXXX. The email of this person was XXXXXXXXXXXX, I know this because he changed my primary email to his.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 326XX
Submitted Via: Web
Date Sent: 2017-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-24
Issue: Cont'd attempts collect debt not owed
Subissue: Debt was paid
Consumer Complaint: USAA WAS PAID FOR BALANCE DUE, ON MY XXXX XXXX XXXX. THE VEHICLE WAS INVOLVED IN A TOTAL LOSS COLLISION, XX/XX/2012. A CHECK TO USAA WAS ISSUED BY MY INSURANCE COMPANY, XXXX XXXX. THIS LOAN WAS NOT WRITTEN OFF!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 766XX
Submitted Via: Web
Date Sent: 2017-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-24
Issue: Credit determination
Subissue:
Consumer Complaint: My credit limit with USAA has be {$14000.00} until XXXX XXXX, XXXX .... My credit limit was reduced to {$500.00} on XXXX XXXX, XXXX ... They claim it was combination of usage and credit report. I have a XXXX score with XXXX and XXXX with XXXX. I monitor my credit report monthly with subscriptions with XXXX and XXXX .... I have never been late or made minimal payments .... I pay of balances quickly ... .. I do use the USAA credit card. I had a {$3100.00} balance in XXXX XXXX that I paid off before XXXX. Made {$150.00} purchase in XXXX XXXX and paid it off in XXXX XXXX ... .. Its a military exclusive membership only bank ( USAA ). I was drafted in the XXXX 's processed for service and then cancelled because of military pulling out of XXXX. My son served in the XXXX. I believe that USAA is trying to get me to cancel my membership by lowering my limit from {$14.00}, XXXX to {$500.00}. I spoke to several people with USAA that could not explain with any detail. I believe this is a bias racial action by a staff member of USAA. I have an excellent credit history own XXXX homes and a rental and have a personal yearly income of over $ {$83000.00} ... I spoke to XXXX ( USAA ID # XXXX ) this morning an executive personal member for USAA ... I believe this was a racial action.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-01-25
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: On XXXX/XXXX/2016 I submitted a debit card dispute from my XXXX purchase in XXXX, XXXX. When I got home from XXXX, I read about all these XXXX scams in XXXX-where I purchased from their factory. I read articles that jade is enhanced for mass production and called XXXX and there is no way to tell if the jade is real or not. No one in my XXXX group bought any jade. Only I made a purchase at the jade factory in XXXX. I was concerned that I 'd been taken for granted by my tour company-who admitted that the tour guide was no professional. Now that I got back from XXXX, XXXX, I realize even more that emeralds are a form of jade. And emeralds have to be very dark and polished to be considered a precious stone that is worth the money I paid. When I hold the jade pendant up to the light, you can see through it. That 's not real emeralds or jade. Rep, XXXX XXXX, gave me a temporary credit. Now USAA wants their money back and USAA knows I am traveling again overseas to XXXX because U go through their USAA Explore and TRavel Agency in XXXX, AZ. I feel USAA is retaliating against me for complaining and closing my bank accounts. I closed them because of the fraud charge from XXXX/XXXX/2016 that was not resolved and I felt was an inside job at USAA. I attached the proof that USAA wants their money back but can not find the merchant 's rebuttal. In fact, I can guarantee that USAA ( who usually only has ten business days from the date of the dispute ) is retaliating against me. It makes me very angry. I 'm afraid USAA will re-open my account to make me pay for the {$110.00}. I believe I argued for less but XXXX or XXXX wanted me to get all my money back. THey exceeded their ten business days investigation.
Company Response: Company believes complaint is the result of an isolated error
State: AZ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-01-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-01-24
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: Back in XXXX of XXXX I had a direct deposit of XXXX dollars that went into my checking account at the time with usaa, well there was fraud on the account not due to my own doings but a guy that I met online and gave him the information to put money in my account. They put my account on hold and locked it out due to this guy ( XXXX XXXX ) he would call himself, I even reported him to the FBI and still have emails that he sent me from that time, they have requested information to prove my identity and I did, every time I would call them to see if they had come up with an answer they would either hang up on me or transfer me to 5 if not 7 different departments and this is still going on today as we speak. Here is is XXXX XXXX, XXXX and they still have my money of XXXX dollars and cents that i received from my job back in XXXX and they still will not give me my money back.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: IN
Zip: 46222
Submitted Via: Web
Date Sent: 2017-01-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-24
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: The subject of the dispute is inappropriate NSF charges by the bank, and the failure of the bank to respond to communications. After failing to resolve the issue while the account was active, the bank closed the account in write off status. After communicating with others in the Executive Resolution Team I was directed to a manager named XXXX who placed a single call to me on XX/XX/XXXX and left a message. I subsequently returned that call to the Customer Service area extension XXXX on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX, leaving all relevant information at the time and requesting both contact via email and contact via telephone. To date, I have never received any calls, emails or even written correspondence in regard to this problem. My offer to settle has been ignored, and I can not get anyone with the authority to discuss the matter to talk to me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KY
Zip: 40356
Submitted Via: Web
Date Sent: 2017-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-23
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: We have a mortgage loan through USAA Federal Savings Bank. We need federal Form XXXX to prepare and file our XXXX tax returns. USAA has failed to timely prepare and post for their customers a complete Form XXXX. We were promised by USAA representatives that they would post complete Form XXXX on their website on XXXX XXXX, XXXX. However, as of XXXX XXXX, XXXX, USAA has not made a complete Form XXXX available to us.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 605XX
Submitted Via: Web
Date Sent: 2017-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-23
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: On Friday, XX/XX/2017, my husband accessed the USAA website to obtain prequalification for a home loan in order to place an offer on a home we 'd found. We initially asked for a {$250000.00} loan with {$50000.00} down. We were approved! Upon further discussion, we decided to try and get a {$5000.00} cushion to see if we 'd get approved for {$250000.00}. After entering that number, the website asked us to call a mortgage lender for further assistance. My husband called in and spoke with XXXX XXXX, Mortgage lender number XXXX. She ran the numbers and we were approved for the {>= $1,000,000} with {$51000.00} down. That would leave us with a loan amount of {$200000.00}. We made an offer on the home at {$240000.00} for negotiating purposes. After getting to a point where only {$3000.00} separated us and our new home, we decided to call in to see if we could raise our loan amount to {$250000.00}. I spoke with XXXX XXXX, Mortgage Lender number XXXX on speaker phone so my husband could hear. She asked me to hold. I was on hold for a couple of minutes. She came back on the line and informed me there was a problem. She asked a few more questions and told me we were not approved for the {$250000.00}!!! We were approved for much less!!! My husband and I were shocked and upset as we were on our XXXX counter offer for our dream home! After holding for what seemed forever ( 20minutes ) we were told we were only approved for {$140000.00}!! Over {$100000.00} LESS! We were not only approved by the automated system USAA uses, but by a mortgage lender! We CAN NOT how this HUGE mistake could have happened! I asked to speak to a Supervisor and XXXX XXXX XXXX XXXX, mortgage lender number XXXX came on the line. After explaining to him what happened, I asked him to return my call since he needed time to run the numbers again and check with the lenders. After a total of approximately 45 minutes without an explanation, I received a return call from XXXX XXXX. He was very apologetic about the error and would n't 'brow beat ' XXXX XXXX , but would make sure it was addressed. I ask him why the automated system prequalified us if we were only approved for {$140000.00}? He said the online system is flawed and they are aware of it!!!! Yet, it is still online for XXXX military families to endure the embarrassment and heartbreak of such a huge mistake!!! This can not be correct I kept telling myself!!! Someone higher has to be made aware of this egregious and careless mistake!!! After more apologies and no explanation, I am angry that an institution we bank with, have insurance with and was entrusting our future home to would be so careless with our situation!! I turned to Social Media for more answers. There has to be something that can be done about this horrific mistake. After posting a message on the USAA XXXX page, I received a reply that someone would get back to me. XXXX XXXX, Mortgage Lender number XXXX called to assess the situation. After explaining this painful situation yet again, I was told some more information from his USAA counterparts would be needed. I 'd receive another phone call to follow up. Within 24 or so hours, I received that call. XXXX XXXX explained to me that human error happens and XXXX XXXX will be counseled on the matter. Apparently, he is unaware of an error with the automated system ( even though I 'd explained to him XXXX XXXX had informed ME of the error ) that has been a major issue with me in this matter!! When I brought this to his attention, he looked further to see 14 minutes before XXXX XXXX prequalified us for {$250000.00}, the automated system ran our credit report showing it had prequalified us for the {$250000.00}. He agreed it is an error and thanked me for bringing it to his attention as he was n't aware. My problem is the lack of concern USAA showed me and my family during this ordeal. As of right now, the website is still up and running!!!!
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: AZ
Zip: 857XX
Submitted Via: Web
Date Sent: 2017-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No