Date Received: 2016-12-16
Issue: Disclosure verification of debt
Subissue: Right to dispute notice not received
Consumer Complaint: USAA was given notice requesting the following : I was represented by counsel ; and All communications regarding this debt were to be directed to my attorney ; and Debt was not to be discharged or sold during verification and settlement process ; and To have a representative, having actual authority to settle, change, amend, etc. this account, call my attorney ; and Send verification of the debt to the address on the account. USAA has sold the debt prior to verification, not contacted my attorney, not verified the debt, and had a third party collection company call my husband 's phone looking for me in an attempt to collect this debt.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: FL
Zip: 34769
Submitted Via: Web
Date Sent: 2016-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-16
Issue: Billing disputes
Subissue:
Consumer Complaint: I have no knowledge of usaa credit card for a credit limit of XXXX dollars back in XXXXand I would like it removed as it 's reporting to the XXXX and negatively affecting me
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: CA
Zip: 92058
Submitted Via: Web
Date Sent: 2016-12-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-15
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: USAA FEDERAL SAVINGS BANK 's failure to report in a timely manner my mortgage and mortgage payments to the Credit Reporting Agencies is hurting my credit. USAA was contacted by me and requested first in XXXX 2016 by me too report my VA Mortgage Loan and payment information. Still it has not been done, as of this date. I now have XXXX reporting : " What 's hurting your score. There is insufficient information about mortgage accounts. You either have no mortgage accounts, or there is insufficient information about mortgage accounts, in your credit file. People without mortgage accounts or those who do not have sufficient information about mortgage accounts are considered riskier by lenders. It is important to have various types of credit that are held in good standing in your credit file, including mortgage accounts. '' Plus, XXXX which is used by USAA reports : " Factors influencing your score downwards. Lack of sufficient relevant real estate account information. A real estate loan can be a first mortgage, a home equity loan, or home equity line of credit. The XXXX credit score model relies on information in your credit files at the XXXX national credit reporting companies ( XXXX and XXXX ) to generate your score. Your credit file does not contain enough credit behavior information about your real estate accounts. A mix of different types of open and active credit accounts, including real estate loans, can have a positive impact on your credit score. '' USAA 's internal problem was also reported to the XXXX to no avail since my current mortgage information has NOT been reported to XXXX and XXXX as of this date ( see attached ).
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2016-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-12-16
Issue: Credit card protection / Debt protection
Subissue:
Consumer Complaint: I paid for a " new engine '' to be installed in our truck by XXXX XXXX XXXX XXXX XXXX, located in XXXX XXXX, AZ. The total cost was {$7700.00}. Later we noticed problems with the engine. We took the truck to XXXX where they went over everything on the engine. XXXX quoted to fix " engine related issues it would cost {$4900.00}. To fix a hole in the transmission that XXXX XXXX admitted to drilling will cost another $ {$4200.00}. The headlight also was not re-installed correctly, resulting in them falling out. XXXX quoted {$760.00} to repair the lights. Total damages {$9900.00}. Plus I now owe my USAA credit card {$7700.00}. I contacted the owner at XXXX XXXX many times trying to get my truck fixed. We once took it in after getting the " new engine '' to get a transmission leak fixed that they caused. They fixed the leak and broke my mirror. They admitted this after I confronted them with it. The owner ( XXXX ) said he would order me a new mirror, which I never received. I tried to work with the shop but each time it took longer than expected and we ended up with a new problem. I then contacted the USAA credit card dispute team ( XX/XX/XXXX ). On XX/XX/XXXX they requested I provide " a detailed description of the services purchased, how services differ from what was purchased ... and the reason the merchant refused to remedy the situation ''. I provided within a timely matter and the time allowed all of the documents documenting my unfortunate journey, in the documents I provided all of the documents from XXXX and the quote to fix " engine related issues '', the hole in the transmission that XXXX XXXX admitted to drilling so they could align the torque converter and the estimate to repair the lights that were improperly installed. I also advised USAA that I had spoke with the Owner in a recorded conversation asking for him to cover the costs so XXXX could repair my truck, since I had good reason not to trust his shop. A dispute was opened under defective merchandise. Around XX/XX/XXXX I called in to USAA and asked for a status update. I was advised that they had 50 days to make the determination from the date the case was opened and that I would receive a letter in the mail with the final decision. I asked " So I should receive it by around XX/XX/XXXX with the mail delay, correct? '' I was advised that, yes that was correct. When I did n't receive anything in the mail I called in on XX/XX/XXXX. I spoke to a gentleman ; I wanted to see the status and to see why I did n't receive a letter. Nothing had been posted to my USAA online account either ; nothing is messages nothing to the account. He advised me that the dispute had been favored on my behalf and that I would NOT be responsible for the charges. What I received in the mail was a copy of a court case I had opened and then closed in this case. Along with a letter to XXXX XXXX stating that {$7700.00} had been debited from his account on XX/XX/XXXX. Then I receive a letter dated XX/XX/XXXX stating that " After a thorough investigation of the credit card transaction dispute below, we determined that the transaction to be valid. '' I immediately called USAA and was advised that it appeared that USAA made a last minute discussion and did n't give me a chance to make a rebuttal to their claim of my court case. I was advised I could ask for a credit card dispute reinsertion, which I did, via a letter through the mail. A letter dated XX/XX/XXXX arrived from USAA stating the same thing. That USAA " determined the transaction was valid and that the transaction regards a service or merchandise that you used and paid for, and the documentation from the merchant indicates that they have complied with the terms of the agreement. '' I paid almost {$8000.00} for a " new engine '' only to receive a damaged vehicle needing a new {$9900.00} worth of work. How can consumers be treated this way
Company Response: Company believes complaint is the result of an isolated error
State: AZ
Zip: 863XX
Submitted Via: Web
Date Sent: 2016-12-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-14
Issue: Unsolicited issuance of credit card
Subissue:
Consumer Complaint: About XX/XX/2016, my wife called USAA to get information on our home owners insurance. She was told that she had to have a USAA credit card number for her to get that information. Neither of us have a credit card with USAA. She stated that we do not have a USAA credit card. The CSR told her that she could n't help her and to call back with a card #. To that my wife said " We do n't have a card so what will calling back do? '' CSR again said she could not help. Several weeks later we received in the mail ( Approximately end of XXXX ) we received XXXX separate mailings with credit cards from USAA, which we did not request. We shredded and did not activate the cards ( XXXX total cards, XXXX for me and XXXX for my wife ). We do not feel this practice of requiring a credit card to get information about an insurance account is legal and we do not want this practice to continue. This reminds me of what XXXX just got in trouble for opening accounts for people without their authorization. It also seems like they are tying their cards as a requirement to their insurance policies. Both things I believe are illegal.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29680
Submitted Via: Web
Date Sent: 2016-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-13
Issue: Settlement process and costs
Subissue:
Consumer Complaint: I contracted with USAA Federal Savings Bank to refinance my existing 30 year, fixed rate, VA mortgage held by XXXX. USAA provided a competitive rate and agreed to pay the closing costs ( including the VA funding fee ) for the loan. Additionally, I am a long time, loyal USAA member with multiple products including auto insurance, homeowners insurance, life insurance, and primary banking ( deposit accounts ). The loan closed on XX/XX/XXXX at my home ( XXXX, GA XXXX ) with XXXX ( USAA 's title company ) and XXXX performing the closing. XXXX, Esq. handled the transaction personally. The loan was set to fund on XX/XX/XXXX and XXXX was to be paid off. As of XX/XX/XXXX, no payment from USAA, XXXX, or any of its associates has posted to XXXX. I have a payment to make to XXXX no later than XX/XX/XXXX at XXXX to keep my mortgage current. USAA expects a payment on their loan XX/XX/XXXX. I have a perfect repayment history on all debt and am now faced with XXXX mortgage payments. To attempt to resolve this issue ( which for the record was noted by me, not anyone internally at USAA or their affiliates ) I contacted USAA 's servicer XXXX the week of XX/XX/XXXX. The XXXX rep. told me that " it will post, sometimes it just takes awhile '' or something to that effect. I continued to check my XXXX statement daily. I contacted the mortgage processing team at USAA early the week of XX/XX/XXXX and was informed by USAA that they never released the funds to the closing attorney. Funds were supposedly released to the closing attorney on XX/XX/XXXX and wired to XXXX on XX/XX/XXXX. As of XX/XX/XXXX, nothing has posted to my account. I have personally called XXXX, been in contact with multiple reps from USAA, as well as XXXX and his team and this issue is yet to be resolved. XXXX says they never received payment, XXXX says they sent it, etc. Regardless, the payment USAA sent is not a full payoff as the payoff from XXXX expired by the time they " sent '' the money. USAA has agreed to pay the per diem interest charge from XXXX for the days between when the payoff expired and when they actually made the payment. They acted like this was a favor to me .... What is unclear is how that money will be paid out - the USAA rep. from their complaint resolution department called the " Office of the CEO '' - XXXX - has been unable to explain this. Currently, I have XXXX mortgages against my house as a result - XXXX with XXXX, XXXX with USAA ( XXXX servicer ) totaling over {$780000.00}. My escrow balance refund from XXXX ( ~ {$1900.00} ) has been delayed multiple weeks. I have spent countless hours ( actually about 10 total at last count ) running down this issue. I need resolution to this mortgage issue, compensation for my time and trouble, and most importantly, USAA should be disciplined for running such a poor process. I will make all payments ( e.g. my XX/XX/XXXX payment to XXXX ) required and hope refunds will be credited as I do n't want to adversely affect my credit ratings. Many USAA members would not catch this on their own and would be left holding the bag for the broken processes and lack of systems and controls employed by this bank. I know the USAA membership - they were my sailors when I was XXXX. USAA prides itself on being a member driven organization, but is leaving incredible risk and exposure to their membership through irresponsible practices and lack of controls.
Company Response: Company believes complaint is the result of an isolated error
State: GA
Zip: 30338
Submitted Via: Web
Date Sent: 2016-12-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-13
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I applied for a joint checking account with my fianc. Shortly after applying, USAA sent me a letter asking for identity verification, which I promptly submitted. I never received a response from USAA after that either confirming that my identity had been verified nor asking for follow up information ... .but now when I try to log into my account, it tells me I am blocked. I have called customer service several times but no one is able to tell me what has happened or what I need to do to gain access to the account. My payroll direct deposit will be taking effect soon with my paycheck going into the new account and no way to access my money unless I ask my fianc to access it since it 's a joint account. Please help ... I have attached a copy of my ID to this complaint again.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60622
Submitted Via: Web
Date Sent: 2016-12-13
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-13
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: I submitted application for loan with USAA bank. I provided all documents required. I received a verbal notice stating the loan was denied because I received a raise in pay. I stating that is logical -- I can afford the home and so I applied for the loan.. I have never heard of denying a loan because of my income.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 863XX
Submitted Via: Web
Date Sent: 2016-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-12
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: USAA has treated me in an completely inexcusable manner since XX/XX/XXXX/XX/XX/XXXX of this year. My phone was hacked and deposit were made between my linked bank account with USAA and USAA. I received a completely new phone. Show USAA that I had ordered a new phone and turned my old phone in still they continued to called a fraud and state that I was committing bank fraud. They told me I was lying and their representative actually had me sobbing at her unnecessary and unfunded idea that I committed fraud. After that I spoke with USAA almost constantly. I agreed to make payments to pay down the debt of {$50.00} bi-weekly. On XX/XX/2016 USAA said the account had been paid off. The statement online show this. They issued me a refund check for the amount of overage. Yet today when I called on XXXX I still did not have full access to the website. In my attempt to correct this I received at least XXXX transfers. Each transfer gave me more and more incorrect information. I was on the phone with them for a total on XXXX hour. Finally I demanded to speak to a XXXX who was able to resolve the issue. I was bounced between web banking and accounting and checking department. I was told there was still a block. I was told I needed to open another account. I was told time and time again this was the wrong department. This entire experience was made horrible my USAA who continued to ignore me as a customer. Ignore my legitimate claims that the transfers where not by me. Simply a virus that got into my phone. Even with provided proof from XXXX and my cell phone provider that I had gotten a new phone and errors occurred with the previous phone they did not listen. I experienced this same. Well it 's all your fault attitude from the company told as I explained to representative after representative that I had paid the account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28210
Submitted Via: Web
Date Sent: 2016-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-12-12
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: Company responded USAA Federal Savings Bank said : Explanation of closure XXXX XXXX, we regret the frustration and inconvenience you experienced as a result of this matter. Our research found that when the payment was received, we were unable to identify where the payment was to be applied as it did not reference an account or member number. As XXXX XXXX, of our staff, informed you, the {$350.00} payment was posted to your credit card account. XXXX XXXX submitted a request to the consumer reporting agencies to have the XXXX through XXXX 2016 late payment reporting removed from your credit report. In addition, credits totaling {$56.00} posted to your credit card on XXXX XXXX, 2016, for the interest and late payment fees that were incurred. XXXX XXXX remains available should you have any additional questions. We appreciate you allowing us to review your concerns and respond to you. Relief On XXXX XXXX, 2016, credits totaling {$56.00} were posted to your account for the late fees and interest charges incurred on your account. {$56.00} UNRESOLVED COMPLAINT : With numerous attempts to contact XXXX XXXX at XXXX, to resolve this issue for updates on when this item will be removed ; I have remained unsuccessful due to miscommunication of not returning my phone calls. Per discussion, XXXX XXXX informed me that my final payment would be {$14.00} which was paid on XXXX. Also, during the discussion I was informed my credit report would reflect a change in which I also have not seen. Instead, my score continues to drop do to USAA failing to update payment status to my account. At the beginning of this process my credit score reflected a XXXX, due to the defects of USAA I now reflect a XXXX. Please assist on removing such indecency from my report eliminating further harm to my important credit history. I am looking to purchase a home and this deficiency has ruined my reputation to the upmost worst reflection of my character and history of responsibility. BOTTOMLINE : I am still receiving negative activity to my report corresponding to failure upon USAA updating the status of my account. Please represent a paid in full amount and/or remove from credit report completely. Thank You, XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28314
Submitted Via: Web
Date Sent: 2016-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No