Date Received: 2016-10-27
Issue: Credit line increase/decrease
Subissue:
Consumer Complaint: I went to XXXX this afternoon. I have been a 10+ year customer of USAA . I have a XXXX credit score and perfect payment history. I went to pay for my order and was utterly embarrassed as I was declined in line. I contacted USAA who let me know that a letter was going out dated today notifying me of the reduction of my credit line from XXXX to XXXX dollars. They mentioned the reason was that I do not maintain a high enough balance which could n't be farther from the truth as I frequently spend XXXX a month and pay it off. I could not have been more embarrassed to be declined in line. To make matters worse USAA reduced my line below my outstanding balance which will affect and be reflected on my credit as " exceeded credit limit ''. I could not be more upset at the lack of notification from USAA. They provided no resolution or explanation.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 38125
Submitted Via: Web
Date Sent: 2016-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-25
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I am writing to complain about the extremely poor handling of an identity theft situation at USAA, which has never been resolved. This is the first time I have experienced identity theft, and I am shocked at the haphazard way that USAA handles fraud situations. I discovered in XXXX of this year that XXXX accounts were opened in my name ( received a statement by mail ), although I have never had any kind of account with USAA. I immediately called the fraud number, assuming they had a system of handling such situations efficiently. However, I found that was not true. I had to call over and over, each time getting another agent, and having to explain my situation again and again. I also received conflicting information from the various employees I spoke with. Many of them promised to call back, and only one ever did. I was not allowed to speak to anyone in the fraud department. They refused to assign one person to my case. I was told that someone had enough personal information about me to be able to get through their security questions in order to use the accounts. This was very concerning to me. No one in the fraud protection system seemed to have an efficient process to investigate the situation, or to insure me that my identity was protected.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: NC
Zip: 272XX
Submitted Via: Web
Date Sent: 2016-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-23
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: This feels completely wrong and I do not consent to USAA sharing any of my information at all. The sharing of any of my accounts as a direct and proximate result of you, USAA, Furthermore, this warning is a rejection of the modification presently and unilaterally proposed by you, and any action by you to close my account due to my rejection of the terms herein proposed will be responded to by me with a class action lawsuit for XXXX XXXX of Contract, violation XXXX, etc. Thanks Please communicate by mail only, do not call.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91789
Submitted Via: Web
Date Sent: 2016-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-21
Issue: Taking out the loan or lease
Subissue:
Consumer Complaint: For over a year I have been trying to get resolution for my auto loan mishandling of the title through USAA. I was purchasing a vehicle from my mother. USAA had released {$6000.00} to my mom while she was still in possession of the title, leaving the loan unsecured as I was was stuck paying a car loan in which I could not register or insure. The bank should have taken care of getting the title within 30 days from my mom and issued a memorandum title for me to register the vehicle. Instead I was being harassed that they still had n't received the title. I am the buyer, not the seller. Why was I getting bothered with, " where is the title '', when USAA had released {$6000.00} to my mother ( Seller ) without making sure they had the title in their possession. I was never given a memorandum title and I have been stuck in limbo paying for a car, because I did n't want to affect my credit, I ca n't use. The whole deal should be null and void because of what USAA has done. Around XXXX my mom had finally given USAA the title after months of trying only for her to send the title to me with corrections which the DMV would n't take. Due to the strained relationship with my mother and the relaxed attitude to get a replacement title, we had made an agreement with my mom that she was going to take the car back because she did n't want me to have the car because I was no longer family. After USAA being notified that my mom was going to take the car back, USAA and my mom 's shady dealings behind my back left me in my predicament of being left with an uninsured and unable to be registered vehicle. Even now that that USAA has gotten the title they have n't sent a memorandum title. I believe they realize they have messed up and are wanting me to ask for the title, so that they are legally protected.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2016-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-10-21
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I paid my XXXX XXXX credit card via their mobile banking accidentally choosing my former primary bank USAA rather than my current primary bank. I retained only limited funds in the account ; however, I had overdraft protection through my USAA credit card set up for accidents such as this. The checking account became overdrawn by {$120.00} as of XX/XX/XXXX and the credit card back up had an available balance of {$280.00} as of XX/XX/2016. Even with an available balance of {$280.00} on the overdraft protection credit card, USAA still returned the payment to XXXX XXXX charging me an NSF fee with USAA, a fee at XXXX XXXX & the threat of my interest rate being increased at XXXX XXXX. I have been a customer of USAA Bank for 16 years - checking, savings, CDs, mortgages, and all insurance policies over the years. There was even {$1500.00} in a savings account with USAA. I contacted USAA on XX/XX/2016 being transferred between XXXX different agents before XXXX, XXXX, would attempt to help me. I explained the situation to her but she was unable to explain why the item was returned since there were monies available on the credit card. XXXX explained there was nothing more she could do to help me & I would have to call back the next day to talk with a supervisor or senior agent as they had all already left for the day. I then asked XXXX to close my XXXX savings accounts & transfer the money to my checking account. She further explained that she was n't able to do that because when the final account of a product type is being closed a supervisor or senior agent must complete the transaction. I am not sure the purpose of having the call center open for customers when the agents can not assist with anything is an effective way to manage member money. Again banks are getting away with charging clients money and ruining their credit for their simple gain. I contacted USAA bank again on XX/XX/2016 specifically asking for a supervisor or senior agent. XXXX placed me on hold, and then said he could n't do anything for me until he authenticated me, even though I was calling from my phone number on file and entered my pass code, I completed that & again asked for a supervisor or senior agent, as he said he was neither, he proceeded to ask me what I was calling about and how he could help. At this point, I was extremely frustrated & stated I was asking yet again for a supervisor or senior agent as I was told to ask for and that I am sure there were notes in the system for the reason of my call. I was then told that a supervisor was n't available & I was then transferred somewhere. XXXX then answered, she too was n't a supervisor or senior agent then XXXX came on the line. She was the floor supervisor and she to was unable to decipher why the the item was returned. She stated a {$200.00} authorization from USAA overdraft was declined by USAA credit card even with {$280.00} available & she could n't explain why, I had to talk to credit card. The prior night credit card told me they could n't help and transferred for me back to checking. I was done with vicious circle. I then asked again for both of my savings accounts to be transferred to the checking and closed. She asked if I was aware of the rules and I stated yes, XXXX explained a supervisor had to close. XXXX stated no, anyone can do it but the accounts can not be closed with transactions being processed in last 24 hours. Then she stated I needed to talk to the retention department because I had other accounts - mortgage, home equity, insurance, etc. I explained those are not my accounts per my divorce decree nor do I care about retention. I wanted my money period and it was ridiculous that I was being treated this way. While I spoke, XXXX talked over me to state the accounts are in my name and remain my responsibility, good-bye and hung up on me. I was continuously denied access to my money.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60189
Submitted Via: Web
Date Sent: 2016-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-20
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: Closed on a refi with USAA on the XXXX. Was told the payoff and small cash out would be wired Monday the XXXX. That day comes and goes, same with the XXXX, and with the XXXX. Each time they tell me, " it will be there in the afternoon, '' each afternoon, nothing. I assume if I call them again today I will get the same answer and same result. I was dissatisfied with USAA from the beginning, the Loan Officer took my info and handed me off to processing and have not heard from him once since. About a week or so after talking to him I get an email saying USAA will stop the process if I do not submit documents right away, there apparently was a deadline I was unaware of and that deadline was a hard and fast XXXX. I should have just stopped then and there. Today Thursday XXXX they tell us the funds have been released. If it is going to take 10 days then tell me that, do n't tell me 3 business days and then drag it out. USAA is not the place to get a mortgage.
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: GA
Zip: 30102
Submitted Via: Web
Date Sent: 2016-10-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-21
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I wrote a check and stub dated for the XXXX of XXXX, 2016 that was cashed yesterday, XXXX XXXX, 2016. This caused my bank account to go negative and I incurred bank fees.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76020
Submitted Via: Web
Date Sent: 2016-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-21
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: USAA Federal Savings Bank has tried to get in touch with me with this letter dated XXXX XXXX 2016. Then on XXXX XXXX 2016 I get a second letter about my checking account. I have not been able to get into my checking account for many months now. I have sent in money to cover the {$34.00} amount that was not paid. Seems USAA returned that payment I sent in on XXXX XXXX 2016. Why are they allowed to do this? I still feel that the have discriminated against me due to my age as I am XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 63366
Submitted Via: Web
Date Sent: 2016-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-20
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Since Nationstar became a XXXX sub-servicer of my mortgage loan 3 months ago, the company has failed to post my monthly mortgage installment payments against my account in a timely fashion. Each month, I receive a call from Nationstar inquiring as to where my payment is when, in fact, the company had received my payment well in advance of the due date. I received another such call yesterday ( XXXX/XXXX/2016 ) inquiring about my XXXX XXXX payment. My mortgage installment payment ( due XXXX XXXX ) was electronically sent to Nationstar on XXXX/XXXX/2016. I also received a letter in the mail stating that I would be assessed a late fee if Nationstar did n't receive my XXXX XXXX payment by the end of my grace period. Nationstar has my XXXX XXXX payment! How can this happen month after month? I have reason to believe that the company is failing to post payments in order to access late fees on its customers. This practice is reprehensible!
Company Response: Company believes the complaint is the result of a misunderstanding
State: TX
Zip: 76063
Submitted Via: Web
Date Sent: 2016-10-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-21
Issue: Credit decision / Underwriting
Subissue:
Consumer Complaint: I allege that USAA Bank uses unethical business tactics to trap consumers in high interest rate home equity loans ( HELOC ), particularly taking advantage of those consumers who have been negatively impacted by the US real estate crisis. I have attempted to work with USAA in good faith to resolve my specific issue but the company has not remedied the situation. The particulars of this matter are as follows : 1 ) I opened a HELOC with USAA XX/XX/XXXX with a credit line of {$75000.00}. The HELOC product was a variable rate loan but had a hybrid feature which enabled consumers to " lock '' a portion of the loan balance into a fixed interest rate. I elected to lock a portion of my HELOC at a fixed rate ( approximately 7 % ) and also have a portion of the loan open at a variable rate ( 2.65 % ). 2 ) XX/XX/XXXX, just over one year after the original application and underwriting of the HELOC, USAA informed me that they were immediately suspending the loan due to a drop in the market value of my home. 3 ) Between XX/XX/XXXX and XX/XX/XXXX, interest rates declined to record lows ; however, I continued to service the fixed portion of the HELOC on time. Currently, the total outstanding HELOC balance is approximately {$46000.00}, of which {$25000.00} is variable rate and {$21000.00} is fixed rate. 4 ) The account information for my HELOC displayed on USAA 's website ( refer to exhibit ), reflects a " credit limit '' of {$75000.00}, an outstanding balance of {$46000.00} ; but XXXX in available credit, which is confusing and deceptive to the consumer. 5 ) XX/XX/XXXX, I contacted USAA about temporarily utilizing the indicated credit limit to convert the fixed portion of the HELOC to more favorable variable rate terms, which would lower my monthly payment and enable me to pay off the loan faster. This approach would not permanently increase the total outstanding loan balance or alter the risk exposure of the loan. 5 ) USAA ordered an onsite appraisal on my primary residence which showed that the property is not underwater ( ie. appraised value exceeds sum of first mortgage plus HELOC ). However, USAA denied my request to convert the fixed portion of the loan to variable rate terms. 4 ) I then requested USAA, a sophisticated full-service bank, to explore other potential solutions to modify the interest rate on the fixed portion of the loan ; however, I was repeatedly rebuffed and informed that the only option was to pay off the fixed portion of the loan in full, or voluntarily stop paying on the loan and hope to trigger a workout plan or modification ; however, that approach would damage my credit rating. As a result of these acts, I am left with the choice of remaining in a high interest HELOC or sacrificing my credit rating by refusing to pay the loan and hoping to trigger a rate adjustment modification. Clearly, this is not in the best interest of anyone.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 231XX
Submitted Via: Web
Date Sent: 2016-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes