Date Received: 2016-12-07
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: I scheduled a payment to post by XX/XX/XXXX to my USAA Loan, prior to the due date of XX/XX/XXXX to ensure the loan was paid before it reached 30 days past due. Now I have a letter dated XX/XX/XXXX saying the payment is 30 days past due and it is in default and needs to be paid prior to XX/XX/XXXX to avoid other collection activity. Now obviously the payment has been made and has posted but I do not agree with it being reported 30 days late. I scheduled the payment online to post by the XXXX and it did not. It posted on the XXXX ... the same happened with my auto insurance payment although that payment posting date is not an issue. Please make contact and discuss with my wife as she will be handling this on my behalf.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23321
Submitted Via: Web
Date Sent: 2016-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-07
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: In XXXX XXXX I was no longer able to pay for my mortgages on my vacant house in XXXX, New Mexico. This house had two mortgages : the first with XXXX, the second with USAA. I attempted a short sale on the house and was unable to sell it. I filed for a Deed In Lieu of Foreclosure, which XXXX granted, provided I clear the lien with USAA. After negotiations, on XXXX XXXX XXXX USAA issued a Settlement Agreement to me, stating that USAA would accept {$14000.00} for full settlement of the loan, with me paying {$8000.00} and XXXX paying the remaining {$6000.00}. On XXXX XXXX XXXX I paid to USAA {$8000.00} and USAA issued a new Settlement Agreement for {$6000.00}, which must be received by XXXX XXXX XXXX. I signed this agreement and USAA acknowledged that it received the signed copy. On XXXX XXXX XXXX USAA exercised a right to offset against one of my accounts in the amount of {$1700.00} to pay toward the subject loan. This transaction is contrary to the Settlement Agreement that USAA and I have in place and is not only contrary to my wishes to maintain good and honorable relations with USAA, but is also fraudulent. I contacted USAA 's banking, fraud, loan, and identity theft departments on XXXX XXXX XXXX. Of all the people I spoke with, nobody was able to tell me why the {$1700.00} was withdrawn from my account or where it had gone. I was promised a call the next day, but nobody called. I then contacted USAA 's Member Assistance Team ( that arranged for the Settlement Agreement ) on XXXX XXXX XXXX. They said only the debt collection department could have exercised the right to offset and transferred me there. The debt collection department said they could n't have done it, because my loan was held by the Member Assistance Team. I was told that an email was sent to the executives of the Member Assistance Team and that I would be contacted.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: TX
Zip: 78250
Submitted Via: Web
Date Sent: 2016-12-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-12-06
Issue: Customer service / Customer relations
Subissue:
Consumer Complaint: Dear CFPB, This letter is a complaint against USAA. In this complaint, you will see that I was mislead by advertising that failed to clearly expose fees and that I was misinformed by multiple USAA representatives on the phone. Additionally, I was avoided by USAA customer service on multiple occasions and a Senior Representative lied to me. My complaint explains how I was charged {$290.00} in fees that USAA refused to refund when unsuccessfully attempted to resolve my complaint with USAA 's customer service. My complaint starts when I received an advertisement in the mail regarding a USAA credit card with no interest until XX/XX/2018. At the time, I needed cash to cover a debt and the card advertised no fees on convenience. To verify that I had not missed anything in the letter, I called USAA and spoke with a representative who stated that there were no fees on the USAA credit card convenience checks that I received an advertisement for. I had an additional question about a week later and posed the same question to another representative who verified that there would not be any fees and this representative offered to send me additional convenience checks. Upon receiving the convince checks that arrived shortly after I received the card, I wrote XXXX checks and, to my dismay, I found that my account had been charged {$290.00} in additional fees due to the checks. After seeing the fees, I called USAA and spoke with XXXX people, the last of whom stated that she was a Senior Resolution Specialist. The Senior Resolution Specialist stated that a manager would look into the issue and would pull the voice recordings of my phone conversations as part of his or her analysis ; she stated that I would be called back in two to three business days. A week later, I had not received a phone call from USAA, so I called USAA again. This time, I spoke with another Senor Resolution Specialist named XXXX who informed me that there was no record of my issue being escalated to a manager and that no one had done any analysis nor was there any inclination of calling me back. XXXX informed me that a manager would call me. After my conversation with XXXX, the Senior Resolution Specialist, a manger named XXXX called me and left a voicemail. I called XXXX back XXXX times and left him multiple voicemails ; XXXX called me back more than a week after leaving my first voicemail. XXXX stated that my {$290.00} in fees would not be refunded even though I had been misinformed by XXXX USAA representatives ; he reasoned that, somewhere in the letter I received, the fees were explained. I asked XXXX about the voice recordings and what review he had done of my case because I had been informed that my case would be reviewed thoroughly including a review of the recorded phone calls ; XXXX stated that USAA was not going to review my case any further and that no assessment of my previous conversations would be made. As can be seen above, I have been unjustly charged {$290.00} in fees that I was told I would not be charged and USAA has refused to take responsibility for misinforming me. I have spent multiple hours explaining my case to USAA and my efforts appear to have been in vain which is how come I am sending this letter to you as a last resort. Sincerely, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21117
Submitted Via: Web
Date Sent: 2016-12-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-04
Issue: Transaction issue
Subissue:
Consumer Complaint: In XX/XX/XXXX I had a credit report run for a personal loan. A USAA account showed up on my credit report with a transaction amount of {$76.00} that was placed on this credit card account on XX/XX/XXXX. The account was subsequently noted as late and sent to collections. USAA has since closed the account. I had no knowledge of this account and/or the charge made in XX/XX/XXXX. The charge was also made in XXXX. I have been living in XXXX since XX/XX/XXXX. I contacted USAA and was informed that the account was opened in XXXX but no charges were ever posted to the account until XXXX. USAA was sending all information on this account to an address in XXXX so I had no knowledge of what was happening until a year later. I have contacted USAA at least 3 times and have been provided with varied information about how to handle the case. I wrote a letter to them and did receive 2 letters dated XX/XX/XXXX that the disputed charge may be unauthorized or fraudulent. One of letters stated, " we ' re transferring the matter to our Fraud department for continued investigation. '' I have not had any response in writing from them since. I called in XX/XX/XXXX and was told by a woman named " XXXX '' that nobody had investigated my account. She proceeded to inform me that I needed to file a police report in order for USAA to resolve this matter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 35226
Submitted Via: Web
Date Sent: 2016-12-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-02
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: We received emails, letters, and phone calls. We were required to fill out actual papers to return in the mail and uploaded documents electronically. Unfortunately, our rep kept asking for information already submitted which lead to confusion if anything was really needed. We did finally figure out that our multiple year tax returns ( labeled as such ) was only for one year, which would not have been a problem to upload the correct documents as it was easily accessible. The main problem is that the rep advised my husband 's contract was a requirement. I spoke with the rep and rep 's supervisor advising that we are unable to get his contract as it was still being reviewed by their lawyers. As of date, we still have not received his contract. USAA would not give an extension on the dates as they stated the dates given were a state requirement. Please advise if this is accurate or not. We asked if there were alternatives, which we provided as requested contact information to verify employment over the phone also advising it was changing to a month to month contract, but this did not suffice. I want to see if this was handled correctly. I am upset that the process left us confused on something that should have been a simple enough process in saving us lots of money at a time that rates were at an all time low. Please note that a letter was sent with the date the material was due, however, it also stated required documents which were already uploaded. I took the whole document to be inaccurate, as I was told over the phone that a yes or no answer was needed to refinance or not by XX/XX/XXXX and close out with refinance where both signatures were needed by XX/XX/XXXX. The dates contradicted one another. Also, from a customer service point of view, the rep was passive aggressive in calling the night before deadline around XXXX - XXXX CST. I reached out to the supervisor due to above and being told to keep uploading documents already in the file without the rep looking at everything. This is when we figured out what was actually needed. USAA, in our eyes, had enough information to make a decision or could have suggested a better valid alternative. Last complaint is that I had to figure out where the savings were rather than USAA advising these tips and this is what the rep and supervisor do for a living versus 1st time refinancer ... or attempted refinancer. One of these savings has expired due to USAA being unable to render a decision.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78250
Submitted Via: Web
Date Sent: 2016-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-01
Issue: Balance transfer
Subissue:
Consumer Complaint: This is a credit card fraud case beginning in XXXX 2016! I orignally reported the fraud charges to usaa in XXXX 2016! Total fraud charges of over {$3000.00} were added to my credit card balance due, of which {$26.00} were charges belonging to me! Most fraud charges have been credited to my balance due except {$670.00} which were transferred to my balance due payment for XXXX 2016. After reporting fraud charges I have repeat- edly talked to customer service, fraud dept. attempting to reach a conclusion and a " XXXX '' balance! A letter, e mails were sent asking for verification ( transactions ) of balance due! At this time usaa has not responded and the calls to c/s has been promises and no results!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 61032
Submitted Via: Web
Date Sent: 2016-12-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-30
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I am a USAA member. In 2014 after a divorce and layoff I ended up filing a Chapter XXXX bankruptcy.. I reaffirmed on my auto loan through USAA and never missed or was late on a payment. USAA failed to file the correct paperwork with the court which almost a year after my discharge date allowed the trustee to void their lien on my car and take my car. USAA then reported my account as a chargeoff and repossession, and locked me out of my accounts. It took me several weeks of phone calls and hours of hold time to finally get partial access restored. However, I still have no access to my Insurance or my retirement accounts. USAA said that this is because I filed bankruptcy, and there was a large sum of money they could not collect. The Bankruptcy is true, however, any lose USAA suffered is due to there failure file reaffirmation paperwork. I was paying the loan on time which my credit record will show, and would have paid the auto loan of as agreed. Furthermore, the restricted access and inability to access my accounts has cost me thousands of dollars in investments.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98208
Submitted Via: Web
Date Sent: 2016-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-29
Issue: Credit line increase/decrease
Subissue:
Consumer Complaint: USAA Savings Bank, without prior notice, sent a letter reducing my {$20000.00} credit card to a {$500.00} limit. My last known XXXX score was XXXX. I have a significant net worth. This action was without warning and received the day I was leaving town for an extended trip. I do not believe I ever had a {$500.00} credit card during my 42 year career as a XXXX. What does the average person do???
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WV
Zip: 254XX
Submitted Via: Web
Date Sent: 2016-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-11-26
Issue: Delinquent account
Subissue:
Consumer Complaint: I have been a member to USAA since 2004. today I have auto insurance again with USAA. However the problem seems to be with the USAA credit debt collection department. Because, I have entered into a Debt Relief program with the National Debt Relief, a USAA credit debt collection agent called me and stated that as a result of me haven joined a Debt Relief program, the credit card department will be obligated to cancel my auto insurance, if I do n't make payments to my credit card. Today I spoke directly with the USAA auto insurance department, and they said, that no other department from USAA or any credit card, has the right to stop my auto insurance. So my question is, why was the USAA debt collector agent giving me false information about the outcome of me being in a debt relief program? USAA should not have the right to retaliate against my auto insurance policy. I also spoke with the USAA Credit Card department and they forwarded me directly to the MasterCard debt collection company and they as well stated that, no such thing can be done by a credit card company ... that whoever said that, is giving you misleading information. I here by call on a complaint against USAA Debt Collection department for giving false information about the life or extend of my auto insurance just for being in a debt relief program. As of today, all my auto insurance quotes have been paid. So I have no idea why USAA wants to retaliate against my auto insurance, when that is in good standing. thank you.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: NY
Zip: 10468
Submitted Via: Web
Date Sent: 2016-11-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-23
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: On XX/XX/2016 I was contacted by USAA Bank but no message was left. When I called them back, I was sent to the main menu where I checked my balance, at that point I was made aware of an unusual balance of over {$4000.00} in my checking account. I knew that was unusual and called to report it. The rep. XXXX from member security stated that a deposit of {$4600.00} was made, after some questions I was confused due to the medications I take as a veteran and stated that the only possible reason for the deposit was if my father had sent the money. I was not completely sure and was merely stating a thought. I was then asked if I had withdrawn money and I confirmed that I had at some point withdrawn money that week but could n't remember the day or the exact amount. I was then told someone had called in as me and had access to my entire account and it was now under lock. I tried to explain that I have been the victim of ID theft thru XXXX XXXX Inc. and did not commit any fraud. I was contacted on XX/XX/XXXX by the original USAA XXXX, who badgered me with questions stating I was committing fraud and being held liable. I was then contacted by XXXX in the USAA XXXX. that I was going to be held liable but I was not provided any reason as to why.
Company Response: Company believes complaint is the result of an isolated error
State: MO
Zip: 63021
Submitted Via: Web
Date Sent: 2016-11-23
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No