Date Received: 2016-12-13
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Dear Consumer Financial Protection Bureau : I have decided to do my own form of bankruptcy program, since my spouse and I have accumulated a great deal of debt over the years paying for our children to finish college and graduate school, as well maintaining our home. Accordingly, we request a " Cease & Desist '' on any calls to our home or work while we work out our financial matters. We will be from this going forward until the end of XXXX XXXX will be eliminating no less than a dozen lines of credit, as well as the balances on our vehicles. This in turn will eliminate over {$4000.00} in monthly charges that we can eventually apply to any unpaid credit balances, either by settlement or reinstatement. We will place all our student loans in deferment until we can attack these debts one by one. Our second mortgage will be maintained as current, but our first mortgage must go into default until XXXX of XXXX. At that time, we can start making mortgage payments and wish to place the arrearages on the back end of our mortgage. We did have plans on selling our home by the end of XXXX. Our program will work better than any bankruptcy plan that a Chapter XXXX would procure. Therefore, since we know what we are attempting, we do not desire collection calls to our home or work. We will communicate in written form only, and we believe that our program will work out as planned. We do not desire any foreclosure action on our first mortgage as our intentions are pure to start making payments starting XXXX XXXX without exception. Therefore, we desire a complete " Cease & Desist '' on all calls immediately. Thank you for your consideration in this matter as we have submitted written request to our creditors, but the " Cease & Desist '' has been neglected.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NH
Zip: 034XX
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: Deposits and withdrawals
Subissue:
Consumer Complaint: I was the victim of scam. I unknowingly deposited a fraudulent check into my account and withdrew the amount. Once I realized it was a scam I immediately noticed USAA about the situation and filed a police report. USAA then banned me from their services except to pay back the sum of the fraudulent check. I can no longer access my accounts online or otherwise.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2016-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-11
Issue: Identity theft / Fraud / Embezzlement
Subissue:
Consumer Complaint: Enclosed is a letter I Sent to USAA BANK certified and registered. I sent it to the ATTORNEY GENERAL and as promised, I am sending it to the media. If you are in trouble or with USSA BANK and having same or similar issues with them from illegal stealing of account money, closing accounts and not telling you, keeping your insurance claim money, lying, refusing to call back on legal matters that FTC commission deems as bad faith or if you dealing with XXXX a CEO or XXXX XXXX XXXX XXXX at USAA BANK and want start a class action lawsuit against them call me, if you are FTC or a regulator or an attorney please call me, I have more than enough proof on every department of USAA BANK as being theft related, also USAA BANK better remember one thing clear, they do not have stock holders are not federal, and claim the members are part owner, so if that is the case, WHERE IS MY MONEY
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89104
Submitted Via: Web
Date Sent: 2016-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-12-09
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: On XXXX XXXX, 2016 I initiated a funds transfer online via the USAA website. The transfer was from my USAA checking account and the money was to be sent to my XXXX Savings account. The transfer amount was for {$1300.00} After allowing several days for the transaction to process, I checked my accounts and the money had been taken from my USAA checking account but had not yet been sent to my XXXX Savings account. I then checked my " transfer activity '' via the USAA website and found the transfer to be " unsuccessful '' I then contacted USAA and was told to wait a few more days. After waiting some time, I contacted them again and was told my money went to the federal reserve and there was nothing they could do. I contacted them again to ask more questions and was told to contact XXXX Savings bank which I did and XXXX referred me back to USAA. I contacted USAA again and was told they could find my money for $ XXXX hour and told me it would take 2 business days but could not tell me how much it would cost. I do n't feel that I should be paying USAA to find my {$1300.00} as I have not made any mistakes on my end transferring the money.
Company Response: Company believes complaint is the result of an isolated error
State: HI
Zip: 96734
Submitted Via: Web
Date Sent: 2016-12-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-10
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: USAA denied our fraud claim where transfers of XXXX or less was moved out of our accounts. Denied claim due to the transfers occurred with log-in of husband and did n't trigger any red-flags in their safety/security system. We were robbed and they are not giving us back any of our money and making us pay the over-draft that was taken when money withdrawn above the amount in the account originally.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: XXXXX
Submitted Via: Web
Date Sent: 2016-12-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-10
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: On XX/XX/XXXX, I accessed the USAA website to utilize their " Deposit at Home '' service ; to deposit a check from XXXX XXXX - in the amount of {$1600.00}. The funds were to be deposited in my checking ; with my account now totaling {$1900.00} - after the deposit. However, after the process was completed ; I was advised that {$1100.00} of those monies would be frozen - until XX/XX/XXXX. Their website states that up to {$5000.00} can be transferred via this method ; never clearly indicating that they " May '' freeze any amount they wish. Viewing the USAA FEDERAL SAVINGS BANK DEPOSITORY AGREEMENT AND DISCLOSURES page XXXX, and under the title : '' WHEN AVAILABLE - Next business day after the day of deposit '' ; indicates that up to {$5000.00} of the customer 's deposit will be available the next day - that did n't happen for me. On page XXXX, under the heading of " Funds XXXX XXXX XXXX and Similar Services '' ; indicates that funds can be frozen for up to seven days. They further state that the funds can be released sooner ; depending on various factors e.g. " credit worthiness, the length and extent of your relationship with FSB and its affiliates, transaction and experience history, and such other factors as FSB, in its sole discretion, deems relevant ''. I have in the past overdrawn my account ; for which I paid a hefty fee. I have also, though, been a loyal customer for over two decades with direct deposits monthly of my military retirement, and bi-weekly from the hospital that I am employed at. I contacted a USAA representative ; advised her of my concerns regarding the deceptive notice of the availability of my fund on the website i.e immediate access to up to {$5000.00} in deposited funds. I was who informed me that this was USAA 's policy. I requested an opportunity to speak with her supervisor ; to which the representative stated that she would have the same answer - then she transferred me. I was then connected to XXXX XXXX XXXX from the Executive Resolutions office. I was advised that there was nothing that could be done. I requested that the fund transfer therefore be cancelled ; so that I may have the checked cashed via other means. I was told that that was not an option. I asked as to what individual that I could appeal to next ; to which she replied that there was no one else to appeal to. My brief appeal process was ended. I decided to review my recent " XXXX '' ; with another representative at XXXX on XX/XX/XXXX - who stated that her name was " XXXX ''. I requested a review of my last XXXX " At XXXX Deposits ''. They were as follows : 1. XXXX XXXX {$860.00} - posted XX/XX/XXXX ; 2. XXXX {$880.00} - posted XX/XX/XXXX 3.XXXX {$1700.00} - posted XX/XX/XXXX. My question to XXXX was what amount from each deposit was frozen ; her response was " None ''. She stated that each of those amounts were immediately available to me ; at that time. Question, what in less than 30 days has changed? So instead of the monies being utilized to pay my rent, and go XXXX shopping ; they will instead be earning interest for USAA. The following factors are what I have identified as being the key issues to this incident : A ) Deceptive information on the " XXXX '' webpage. B ) Unable to cancel this transfer ; within an hour of when it occurred, and when it was discovered to be problematic. C ) Inconsistent, and seemingly capricious enforcement of USAA 's policies. D ) A one tier appeals process.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2016-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-09
Issue: Problems when you are unable to pay
Subissue:
Consumer Complaint: I initiated voluntary repossession on XXXX vehicle loans with USAA. On Friday, XXXX XXXX I received my first notice that the sales had been conducted. The notices included the balance of the loans not paid by the sales. The notices ( XXXX notice for each vehicle ) told me to contact USAA by XXXX XXXX and XXXX to setup payment plans. I called on XXXX XXXX to do this. Again on XXXX XXXX, XXXX, XXXX and XXXX. However, USAA had already referred my account to collections! I 'm being contacted by phone and mail by their collection company, XXXX XXXX as of Friday, XXXX XXXX! I have made every effort to cooperate with USAA throughout the voluntary repossession process and just want to set up my payment plans. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94531
Submitted Via: Web
Date Sent: 2016-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-09
Issue: Settlement process and costs
Subissue:
Consumer Complaint: I refinanced my home with USAA and did not receive copies of any of the loan documents that I signed. Additionally, I received {$310.00} less than the amount identified on my final Closing Disclosure form.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 95928
Submitted Via: Web
Date Sent: 2016-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-12-08
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: We were recently denied a settlement counter-offer on a HELOC lien held on our property address. Please know that if we had known about the lien, we would 've continued to pay on it for the past three years. Unfortunately, we were misinformed by a USAA employee in the Bankruptcy Department on XXXX XXXX, XXXX. The reason why I reached out to USAA was in order to continue making our monthly HELOC payments. The reason they had ceased is due to our filing a Chapter XXXX Bankruptcy earlier in the year. Once the Bankruptcy was discharged, I reached out to USAA to continue with payments. XXXX advises that since the HELOC was n't reaffirmed, voluntary payments were no longer necessary. I also advised how originally our XXXX XXXX XXXX home mortgage/USAA HELOC was to be included in our Chapter XXXX Bankruptcy, but XXXX XXXX XXXX agreed to a Loan Modification after I filed a complaint with the US Treasury. Again, he stated that we did n't have to pay anything. He also advised we 'd no longer receive paper statements nor would we have online access to statements. In XXXX XXXX, we decided to put our house on the market in order to prepare for our XXXX son 's future. We know that he 'll be living with us for the remainder of his life. We wanted to find a house with a full basement which could eventually be modified into an in-law type suite containing a bedroom, full bathroom, kitchen, as well as a washer/dryer. This is in order for us and his XXXX to work on independent living skills in order to prepare him to become a truly independent young man. Our house sold in 4 days. In preparing the closing documents, the pre-closer advises there 's a lien from USAA on the house. She has the attorney review the bankruptcy and said that the USAA 2nd mtg was discharged in the bankruptcy BUT no lien avoidance order was filed. We need either a release from USAA ( Quitclaim deed, cancellation, etc ) to record at closing or we need a Lien Avoidance from the Bankrtupcy court. We need XXXX of these to clear title and proceed to closing. On XXXX XXXX, XXXX I called USAA and after speaking with XXXX different departments, I 'm then transferred to ext. XXXX and spoke with XXXX inquiring about a lien release. She advised a lien release would occur if the balance of {$19000.00} is paid in full. I explained to her the conversation I had with the Bankruptcy Department on XXXX XXXX and she advised that she was n't involved in that conversation and did n't know what I was told. I then asked about some sort of a negotiated amount. She advised there 's a member assistance program and faxed an application. We filled out all of the documentation including a hardship letter and faxed in our request XXXX XXXX, XXXX. We receive a call from XXXX XXXX ( I 'm not certain if it 's the same XXXX who 'm I spoke with on XXXX XXXX ) stating that it seemed that we wanted to request a settlement option, not a sell short. I advised that is correct. I advised how our house is under contract and has a closing date of XXXX XXXX. She advised that USAA legally has 30 days to make a decision and as of now, our request is incomplete. She asked for a mortgage loan payoff from BAC and pay-stubs. These items were faxed on XXXX XXXX, XXXX. Our closing date is then moved to XXXX XXXX, XXXX. We also agree to pay our buyer 's rent for the month of XXXX. On XXXX XXXX, XXXX, I received an email from XXXX XXXX stating USAA rejected our settlement offer. On XXXX XXXX, XXXX, I then submitted a counteroffer and that too was rejected. I spoke with XXXX XXXX on XXXX XXXX, XXXX for further clarification. She advised that since we have sufficient equity in the house to cover the lien, all counters will be rejected. The full loan amount is expected from us in order to lift the Lien.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30101
Submitted Via: Web
Date Sent: 2016-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-08
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: Usaa was contacted today via phone in regards to continued inaccurate reporting of data on my credit report with all XXXX credit bureaus. I was given the run around by the representing with no resolve. I was told there is no one or department that handles discrepancy in reporting credit. I would like the closed account that they are reporting with an increasing past due amount every month to show correct balance, which was the balance owing when closed and charged off over XXXX years ago in XX/XX/2011! This violation of my rights under the FCRA needs to cease.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 454XX
Submitted Via: Web
Date Sent: 2016-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes