Date Received: 2017-01-21
Issue: Problems when you are unable to pay
Subissue:
Consumer Complaint: I was out of work from XXXX XXXX, 2016 until XXXX XXXX, 2016 due to a XXXX that required at least XXXX weeks of recuperation without use of my XXXX. My worker 's comp claim was denied. I was attempting to go back on light duty, which my employer denied. I attempted to file a claim for unemployment, because although I had initially been informed I could work light duty, my company would not let me return to work with restrictions. On XXXX XXXX, 2016, I called USAA to inform them that I was out of work, and could not make my auto loan and personal loan payments, and initiated the USAA debt protection coverage. After a week or so, I called USAA. The employee I spoke with told me that my debt protection was in place, and that I did n't need to worry about my payments. Within the next month, I Iearned that that was not in fact the case. I was called by USAA multiple times, and I called USAA multiple times to inform them that I was unable to make my payments and was waiting for the debt protection to make said payments. I ended up having to fill out the debt protection paperwork twice, because they said that I was not out for over 30 days ( this was on XXXX XXXX, 2016, at which point I had in fact been out for more than 30 days ). Because of these delays, USAA has not only assessed both of my accounts with late fees, but they 've also reported my accounts to the credit bureaus. None of this would have happened if the debt protection process was not so cumbersome ( the forms had to be either mailed or faxed ; there are no options to do so electronically ), and if the debt protection had paid on my accounts in a more timely fashion. One of the late charges was reversed, but there are still {$47.00} worth of late charges that USAA refuses to reverse.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 06074
Submitted Via: Web
Date Sent: 2017-01-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-19
Issue: Transaction issue
Subissue:
Consumer Complaint: I purchased a XXXX garage door through XXXX. The installer XXXX XXXX XXXX installed damaged panels instead of alerting me to this and installing non-damaged door panels. Furthermore, even by their 3rd visit they still did not install the door hardware or even use the proper bolts, and they damaged the framing of my house too. Some how XXXX, my credit card issuer, has ruled in XXXX 's favour even though XXXX never even sent in any documents! I though sent in 2 letters with photos of the damage and lack of door lock, handle and kickplate! I was told by USAA that I can have the case re-examined by receiving a phone call from the Disputes Analysts assigned to my case ; I said fine as long as they do not call my on my XXXX ( sun down Friday to sundown Saturday ). Lo and behol they call me on my XXXX ( Friday XX/XX/XXXX at XXXX )! The Disputes analyst left me a vm with her call back number and extension. BUT the phone number she left has a system that can take extensions of only XXXX numbers! I called the regular USAA ph number and that rep gave me the direct number to the disputes department. Calling this number I was indeed able to put inthe whole XXXX digit extenson number but every time i call i get her VM and no return phone call!!! XXXX | XXXX | XXXX My current call log : XX/XX/2017 - left vm @ XXXX XX/XX/2017 - left vm @ XXXX XX/XX/XXXX - left vm @ XXXX & with general VM too USAA is constructivly ignoring me and enying my my contractual rights.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: TX
Zip: 77380
Submitted Via: Web
Date Sent: 2017-01-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-01-18
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: The USAA FEDERAL SAVINGS BANK, XXXX, XXXX, TX XXXX is EMBEZZLING money through access of my account. USAA is accessing an account that has been closed for over 2 years.The XXXX of XXXX, XXXX stated that no activity has taken place on this closed account. Who is able to access a closed account other than an EMBEZZLER? USAA stated that USAA can open a closed account to make deposits but not to withdraw. That 's a clear sign of POTENTIAL FRAUD. I have not authorized anyone to transfer any money from or to any other account. I do not know of any SUPPORT THE TROOP accounts. I have provided proof of this FRAUD & USAA still chooses to hold me responsible for an issue in which USAA has n't provided any authorized transaction on my behalf. I have been calling for the past XXXX days about this matter. No one can show from where & to the money was transferred. There is a clear case of FRAUD & EMBEZZLEMENT. PLEASE HELP ME WITH THIS MATTER.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MS
Zip: 393XX
Submitted Via: Web
Date Sent: 2017-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-01-17
Issue: Cont'd attempts collect debt not owed
Subissue: Debt resulted from identity theft
Consumer Complaint: We completed a previous dispute under XXXX. Complaint is about fraudulent debt XXXX that was taken out fraudulently and owed to USAA. Here are the facts of the case. We completed a fraud packet, provided police report, proof of address, identification and a complete history that we had about the fraudster and their address history from a XXXX report and continued fraud claims in victims name. Consumer has been disputing this with USAA since XX/XX/XXXX. XX/XX/XXXX, XXXX stepped in with POA to try to resolve. XXXX resubmitted all documents certified mail for consumer. USAA has acknowledged the proof of the fraudster and their history and and are aware that someone else is using their identification. USAA fraud has had file from XXXX since XX/XX/XXXX has been contacted 15-20 times by consumer and XXXX to try to resolve matter, to which their only response is, someone will look into this and call back. You are never provided any point of contact and often they leave you on hold for an hour. They never call back. They dont investigate and resolve the matter and the debt has been sold/resold to collection agencies. We had one collection agency dismiss debt, but USAA has failed to do so. USAA has had the details of identity theft and alll pertinent documents for more than a year and are violating consumer protection laws. They have failed to discharge the debt. Consumer is getting new calls from new collection agency about debt as of XX/XX/XXXX. USAA is failing to comply with Fair Debt Collection Practices and continuing to try to collect on a fraudulent debt they are supossed to be investigating. The debt remains on victims credit report and from what we can tell no investigation been completed. When the last CFPB complaint was last filled out they sent a Consumer Report Dispute form and we resent all the documents certified on XX/XX/XXXX. It has now been over 60 days and they still continue to report this debt and collect on it. This is not the first case XXXX has had with victims and attempting to work with USAA and the treatment has been the same on the cases.
Company Response: Company believes complaint is the result of an isolated error
State: NC
Zip: 27253
Submitted Via: Web
Date Sent: 2017-01-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-17
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I have paid a mortgage off on my home and the Bank refuses and/or failed to cancel the lien.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28277
Submitted Via: Web
Date Sent: 2017-01-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-13
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: My wife checks our account everyday before she goes to work. This morning XX/XX/XXXX my wife got a notice saying that we had a restriction on our bank account. when I called and spoke to an XXXX ( XXXX ) and agent he said XXXX had found that I had received an XXXX XX/XX/XXXX and their clause says that if anyone gets a XXXX while being a member they can have their account closed. I did get a XXXX that resulted in XXXX. I started drinking heavily at one point after I came home from XXXX due to XXXX. I am diagnosed with XXXX form the VA and receiving benefits. This happened before we became members of USAA. We have no debt and have all our money ( {$61000.00} ) in this bank. I have all my direct deposites and drafts here. I need to know what is going to happen with our money and if I need to close my account for something that happened a long time ago. Any debt or overdraft charges due to my money being held will be paid by USAA. I need someone to call us immediately.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75088
Submitted Via: Web
Date Sent: 2017-01-13
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-13
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: This morning I tried to use my account to gas in my car and found out that my card, that they sent to me 2nd day air was closed. I called and they said a fraud was done against the bank. I did file a claim for funds that were taken out of my account two day before but it was fraud against me ... I talk to the rep and she said that I will receive my funds in 60 days. I explain to them that my money was just deposit into the account and that money was to used for food for the kids and to be able to have gas for the car to get back and forth to work. I told them we had no other money then the money that was in the account they closed. I do n't get paid for two weeks now and have no money to feed my family or pay my bills. I ask them to red label my funds in a cashier check and I would pay for the cost. They said no and it is against banks guidelines. My family can not go a day with out our funds. I did n't even have enough to put gas in the car to take my son to school and get to work. How can they hold my funds like that and give me no ability to use it. This has put me into hardship
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 93551
Submitted Via: Web
Date Sent: 2017-01-13
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-13
Issue: Identity theft / Fraud / Embezzlement
Subissue:
Consumer Complaint: My credit card number was stolen and fraudulently used to purchase services in XXXX. I am a resident of XXXX and was traveling to XXXX and XXXX at the time. I called the credit card company, USAA, and disputed the charges. I spoke to at least XXXX individuals who repeatedly lied to me about the state of my credit card and my ability to use it while traveling ( I would be stranded without hotel or food. ) This was back in XXXX. Today, USAA claimed one of the XXXX businesses claimed the charges were valid. Despite the fact that the fraudulent charge was not made under my name or the name of anyone in my family, USAA is holding me responsible for these charges. Further evidence I did not make these charges is that I was not in XXXX at the time -- as plane tickets bought with my USAA card show -- and the card was used for vehicle services on a vehicle I do not own -- as my car insurance with USAA would show. Despite all of this evidence, USAA is attempting to charge me for these fraudulent charges. I am being given NO RECOURSE to bring up these pieces of evidence. Furthermore, since XXXX, USAA representatives have repeatedly treated me in a condescending fashion and lied to me about the state of my card. I fear USAA may be colluding in a SCAM with the disputing company, XXXX. Furthermore, given the way the USAA representatives treat me and the way they pronounce my last name, I believe my ethnicity may be involved with their choice to participate in this fraud.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85750
Submitted Via: Web
Date Sent: 2017-01-13
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-01-12
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My mortgage company ( USAA ) failed to pay my insurance company out of escrow. I spend days of attempting to get them to pay and eventually had to pay the insurance company myself and get reimbursed after the fact. This was in XXXX Florida in the days leading up to XXXX and caused my family intense emotional distress. I was eventually reimbursed for the additional money I paid in but only after about 50 hours of attempts to resolve the problem.
Company Response: Company believes complaint is the result of an isolated error
State: FL
Zip: 32034
Submitted Via: Web
Date Sent: 2017-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-01-12
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: Secured a LOAN, was given a bank check issued to the escrow broker ( Payee ) but the payee would not release the asset until Full clearing of funds was verified by the bank. The bank stated it would take 2 business days to acquire a COPY AFTER the check was already cleared. However, I was being charged per day interest on a loan that I had no asset for? Is this acceptable?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33569
Submitted Via: Web
Date Sent: 2017-01-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No