Date Received: 2016-10-19
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I have a VA mortgage with USAA Federal Savings Bank ( XXXX, XXXX XXXX, IL, XXXX ), loan number XXXX. Effective XXXX/XXXX/2016 the mortgage servicer was changed to XXXX Mortgage XXXX XXXX, XXXX XXXX XXXX, XXXX, OH XXXX. On XXXX XXXX, 2016 USAA transferred escrow balance of {$2100.00} to XXXX XXXX. The escrow funds provide for homeowner insurance and taxes. The insurer sent XXXX the renewal policy information in XXXX and a reminder on XXXX XXXX, 2016 that included the final due date of XXXX/XXXX/2016 as well as amount due, {$1100.00}. XXXX did not pay the bill and the policy was cancelled effective XXXX XXXX, 2016. I live on the XXXX coast of Florida where on XXXX XXXX my city was struck by hurricane XXXX. On XXXX/XXXX/2016 I received notice from my insurance co. ( XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX, FL, XXXX ) that effective XXXX/XXXX/2016 the policy ( # XXXX ) was cancelled for lack of payment and would help me try to get " replacement coverage ''. On XXXX/XXXX/2016 ( I was unable to find anyone open on weekend ) I contacted USAA who would not address the issue and transferred me to XXXX. After 2 hours on the phone and multiple excuses, XXXX promised to overnight a check ( they are unable to do wire transfers? ). Today is XXXX XXXX, 2016 and a check has not been received by XXXX and XXXX claims it was prepared they do not know how is was sent or when. Three different XXXX representatives promised to update me and keep me informed, but none did. I still have no insurance and I have been told three different scenarios about whether a claim will be honored due to hurricane existing, whether I have to agree to make no claim, and if XXXX has an unstated grace period. In addition, I was told it could take 3 to 5 business days after the check was received before insurance would be in effect. Probably to let the check clear. I am concerned that my insurance record and credit record will show that I had a policy cancelled. In addition, USAA is keeping a payment database ( for my mortgage payment data ) that is separate from XXXX and different from XXXX. The USAA database shows that I am in arrears and did not pay XXXX or XXXX payment and could cause bad credit reporting. Thank you.
Company Response: Company believes complaint is the result of an isolated error
State: FL
Zip: 32164
Submitted Via: Web
Date Sent: 2016-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-19
Issue: Billing disputes
Subissue:
Consumer Complaint: I have been with USAA for more than 10 years and had a XXXX with them in good standing for just as long. On XXXX XXXX 2016, a charge was fraudulently made on the XXXX and shortly after that, USAA stopped using XXXX and changed their card to XXXX. This balance from the XXXX was transferred onto the XXXX which replaced the XXXX, and I did n't find out until a couple months later that there was a balance on my new card ( which had never been activated by the way ). After making several 2 hour long phone calls to USAA regarding this, a security credit was issued to the old XXXX but was never transferred over to the XXXX. Therefore, it shows a balance on the XXXX for which USAA is holding me responsible despite several phone calls over the past 4 months to USAA to try and rectify this.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34983
Submitted Via: Web
Date Sent: 2016-10-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-17
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: When I purchased a home the company completely messed up the funds and the mortgage company sent them followed by an attempted hack of my account which locked it for 7 days and when I called them about it they transferred me around to try an get me to hang up and in fact hung up on me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 79015
Submitted Via: Web
Date Sent: 2016-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-17
Issue: Closing/Cancelling account
Subissue:
Consumer Complaint: I had an existing Master Card issued by USAA bank. Without any notice it was changed to a Visa card. They advised this was a " business decision ''. I currently have another visa card. I advised them I wished to close my account and was advised this could negatively impact my credit score by as much as XXXX points. This is wrong for USAA bank to do this and worse that my credit score would be impacted by cancelling a duplicitous card.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32303
Submitted Via: Web
Date Sent: 2016-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-17
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: Non authorized charges to my checking account using my debit card number. Called same day the charges happened and said will be two days to get the charges reversed. Fraud department has not called me and when I call in can not talk them directly always get will call you. Three days have gone by with no emails or phone calls. The money in my account was there to pay mortgage and electric which I did online before this happened. Have not heard from them yet. Do n't understand how the charges went thru with out any questions being from an Airline overseas.
Company Response: Company believes complaint is the result of an isolated error
State: FL
Zip: 327XX
Submitted Via: Web
Date Sent: 2016-10-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-17
Issue: Credit determination
Subissue:
Consumer Complaint: The bank USAA refuse to remove my name from a credit card over which I have no control. The card is not in my possession, it belongs to my ex-wife. She has complete control over the card, it 's balance and all payments associated with the account. It also carries a high balance, and this negatively affects my credit rating. I simply want to have my name removed from the account and to have my credit rating restored.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98125
Submitted Via: Web
Date Sent: 2016-10-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-17
Issue: Transaction issue
Subissue:
Consumer Complaint: My credit card showed a fraudulent charge of {$1800.00} charged by a merchant I have never given business to. My credit card company has failed to address this despite repeated requests by me to have it reviewed and taken care of. They continue to have it on my balance and charge me interest. They took off and put it back on my card six times in the last six months, each time I think it is finally dealt with, then they put it back on my card. I have contacted the CEO 's office to get it dealt with and they still have not resolved it. I have never bought anything from XXXX and the {$1800.00} charge that keeps getting put back on my credit card by USAA is NOT MY CHARGE and I should not have it on my card or be forced to pay for it. I have had to pay the interest on it for months and months now while they still do not resolve the issue. USAA has provided absolutely horrible and probably illegal service on this issue and they still have not done anything to successfully resolve it. IT IS NOT MY CHARGE AND I WENT THROUGH ALL THE STEPS TO GET THEM TO DEAL WITH THIS AND THEY STILL HAVE NOT - IT HAS BEEN SIX MONTHS OF ME TRYING TO GET THIS RESOLVED! I am ready to hire a lawyer and do not know what else to do.
Company Response: Company believes the complaint is the result of a misunderstanding
State: NC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2016-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-15
Issue: Closing/Cancelling account
Subissue:
Consumer Complaint: XXXX closed my credit card account with no explanation as to why. They claimed it was due to past behavior, but they will not reveal the source of this alleged information. I seek to know where this information came from. I also seek to have my {$25.00} returned to me, as they made me close my IRA account and transfer the funds to another broker. If I did n't do that, they would have closed the account, and withheld XXXX % due to tax law - instead of just leaving it in there. They want to close the accounts - fine - but they should not charge me money for doing so. Also, I want to know the source of the negative information about my " past bad behavior ''. This source could be in error - but they wo n't tell me what it is or where they got it. I expected better from the CFPB in bringing this information to light.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 36695
Submitted Via: Web
Date Sent: 2016-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-10-14
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: Institution ( USAA Federal Savings Bank ) does not want to allow me access to websites and account information regarding an unsecured " personal '' loan that was used for business purposes. Originally I had access to this information but now the company is denying me access to any documents that reference or state the amount they approved of {$50000.00} and any history relating to it. ; This documentation is needed for financial reporting and records. They also canceled my automobile insurance which stayed up to date and other accounts I had with them and restricted online and mobile account access for quite some time due to this unsecured loan being charged off as of XX/XX/XXXX-XX/XX/XXXX. I contacted the company over the phone and in writing on several occasions and the company barely helped if any and the employees did n't even have the clearance or knowledge as to what was going on.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 06708
Submitted Via: Web
Date Sent: 2016-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-14
Issue: Billing disputes
Subissue:
Consumer Complaint: Attempting, for the second time, to resolve USAA credit card disputes. ( See attached for complete list of disputed charges )
Company Response: Company believes it acted appropriately as authorized by contract or law
State: RI
Zip: 028XX
Submitted Via: Web
Date Sent: 2016-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No