Date Received: 2016-09-07
Issue: Communication tactics
Subissue: Used obscene/profane/abusive language
Consumer Complaint: XXXX XXXX XXXX ( XXXX ) stole my car without due cause. In the process, they stole over {$810.00} in cash between my XXXX cars and other personal items ( such as my personal finance information used to finance my auto loan ). An 'investigation ' was 'conducted ' and the result was no money was stolen. This is 100 % false and is theft. I have audio recordings of other unfortunate individuals stating they too had items stolen out of their vehicle.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 300XX
Submitted Via: Web
Date Sent: 2016-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-06
Issue: Billing disputes
Subissue:
Consumer Complaint: I noticed XXXX fradulent charges on my account in XXXX 2016, and immediately reported it to USAA. As I still had physical possession of the card, I attempted to find out where my card information had been compromised, and I became convinced that it was via an online auto parts store I had recently used which lacked proper SSL authentication. When attempting to contact the parts store, I received no response, and subsequently reported these charges as fradulent to USAA. The following week, the parts actually arrived, and I immediately contacted USAA to ask them to re-authorize the charges ( approximately {$1700.00} ), as they were valid. This has led to an absolute nightmare, as that {$1700.00} has been credited to and debited to my account over 11 times over XXXX billing periods during the past 4 months. USAA insists that I never paid the {$1700.00}, despite numerous attempts to prove that this is impossible given the numbers shown on the billing statements. During these XXXX billing periods, I made purchases on the card totaling {$5100.00}, and paid {$4700.00} in bills, thus I owe USAA {$390.00}. USAA however, insists that I owe them {$980.00}, and I have also been told that I am actually coming out ahead, as that number SHOULD be {$1300.00} ( as they admit that their accounting is inaccurate ). I have been insistent for over 4 months about what I owe, and I simply want to pay the {$390.00} to settle the accounts. This has proven impossible, and I refuse to pay more than I actually charged to the card in goods and services.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23185
Submitted Via: Web
Date Sent: 2016-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-02
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: On XXXX/XXXX/2016 I initiated a chargeback against my debit card for a transaction authorized on XXXX/XXXX/2016 and settled on XXXX/XXXX/2016 for the amount of {$170.00}. After I called the bank, the bank placed a hold on my debit card but never issued a credit to my account for the unauthorized charge. I called my bank today XXXX and they mentioned they never initiated a chargeback for this transaction. I want my money returned to me ASAP.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95118
Submitted Via: Web
Date Sent: 2016-09-02
Company Response to Consumer: Closed
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-02
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: We contracted with XXXX to build our house for {$440000.00} and had USAA provide our financing. In early XXXX 2016, USAA requested an appraisal of the home and we learned USAA provided incomplete and inaccurate data to the appraiser when conducting my appraisal. The purchase price submitted to the appraiser was {$410000.00} which was inaccurate and the inaccurate price was used to calculate our price per square footage and comparables. We challenged USAA and requested a reconsideration of value only to be denied with no explanation as to why. On the day of our closing XXXX, the appraiser was contacted and asked to visit the property that day XXXX XXXX XXXX to complete the reevaluation, which we learned through conversation with the appraiser, she never received our options list or received any contact from USAA regarding our request for reconsideration of value. As a result, our house did not appraise for the purchase price and our loan to value was significantly impacted where we were required to pay a higher amount into escrow for private mortgage insurance ( PMI ). In addition, our monthly PMI payment is higher due to the lack of value from the appraisal. I 'd respectfully request the CFPB 's help to have USAA provide rationale for the usage of an incorrect appraisal, the lack of communication to the appraiser when a reconsideration of value was requested due to inaccurate data, as well as retribution for the excess paid into escrow at closing and monthly PMI.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28173
Submitted Via: Web
Date Sent: 2016-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-09-01
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: We purchased a purse from a business that described it self as Coach, selling hand bag, in leather. Upon receiving the bag we discovered that it was neither a Coach bag nor was it in leather. We contacted our bank, USAA Federal Savings Bank XXXX XXXX XXXX XXXX XXXX, TX XXXX and submitted the information requested. We had tried to contact the merchant but the XXXX number was not the business and also noticed that the item was shipped from XXXX XXXX. With that information in hand, my bank further demanded that we either get Customs to validate it was not a Coach bag or to take it to a Coach Store and have them document that it was indeed not a Coach bag. We contacted Coach and were told they would not provide such document. ( why would they want to get involved ) .So our bank has stated that unless we obtain a letter from Coach, the charge back request would be denied and that we are out the money. We believe that such a requirement is burdensome, beyond what should be ask from a customer to supply, and unrealistic for a consumer to obtain.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 342XX
Submitted Via: Web
Date Sent: 2016-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-01
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: The bank we have a home equity loan with charged us approximately {$1700.00} for a six week lapse in homeowner 's insurance. They based the insurance on the value of the XXXX mortgage ( approximately {$450000.00} ) instead of the value of the home equity loan ( approximately {$38000.00} ). Furthermore, our bank ( USAA ) is an insurance company and knows that they are overcharging for this insurance. Clearly, USAA has overcharged us for insurance and has taken advantage of us. Also, USAA has reported the failure to pay the {$1700.00} for insurance to the credit agency as a past due bill, when it clearly is in dispute.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 333XX
Submitted Via: Web
Date Sent: 2016-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-30
Issue: Problems when you are unable to pay
Subissue:
Consumer Complaint: They refuse to address issue over phone where we can talk NO, they rather send NO supporting documents and continue to make me and others suffer, I am dying because of them, my life is ending fast over their theft. Of course they need more time research they are committing illegal crimes and need to be stopped, the consumer has been cut out of the equation in the process. THEY PROMISED to call but refuse cause they know they owe money they rather commit fraud, consumer terrorism and murder and embezzlement cause regulators let them get away with this. Disgusting, I Am loosing my life and future to this and I will not tolerate it. It will be fixed.The issues we have with USAA BANK/CREDIT CARD/DEBIT CARD/LOAN SERVICES/CHECKING/ALL AROUND CUSTOMER SERVICE/RENTERS INSURANCE/AUTO INSURANCE/UNFAIR CREDIT REPORTING and all the things that follow from BAD FAITH INSURANCE to LYING all the way down to in my mind fraud. Before these issues, my life, my credit, my career and my identity where not only going very well, but we can prove, we never missed a bill EVER. We can also show faxes, witnesses, police reports, emails, phone records right on down the line and the fact we never were once late with a credit card bill, ever, we always paid more than was expected. So how come if we always paid on time and kept up with other monthly bills did USAA put our credit card in collections when we sent them identity theft paperwork on the credit card and checking account. Falsely putting credit card in collections itself has cost us major health, job, credit issues we never ever had as well as a whole breed of fake things on your credit. The headaches alone we go through daily and the loss in our lives is extreme. Not to mention the dozen of unpaid policy renters and automobile things need to be paid. But even from the first issue when we were massively identity theft through our checking, even though we ended up finding out who it was and there was an arrest and witness to came to us and testified to the culprit wrong doings, the whole time we had money missing from our accounts prior to finding out what was going on USAA BANK was rude and uncaring and told me that it was probably my boyfriend at the time doing it and I should have him arrested. WHAT KINDA COMMENT IS THAT And after we found out who did it, when we called to let USAA BANK know XXXX ( ext XXXX ) screamed at XXXX XXXX when he was trying to be kind and let them know what was going on, she did not care, she was more concerned if we wanted anything from them This is something we dealt with everyone from USAA, all my life I never seen any COMPANY get away with so much.
Company Response: Company believes the complaint is the result of a misunderstanding
State: NV
Zip: 89104
Submitted Via: Web
Date Sent: 2016-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-30
Issue: Shopping for a loan or lease
Subissue:
Consumer Complaint: I called usaa consumer credit for a personal loan, due to impending monies coming in to me in possibly 2 weeks and told the loan consultant the facts, so she submitted the application as I said wait simultaneously. I told her I was just checking things out and the hard application was denied. She then called the back office to see if it would be retrieved back and the answer from the back room, was no. I contacted the credit companyXXXX, they told me that the bank has to delete it that I could not dispute this credit entry.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32309
Submitted Via: Web
Date Sent: 2016-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-28
Issue: Problems when you are unable to pay
Subissue:
Consumer Complaint: I have been totally and XXXX since XXXX 2011 and trying to clean up my credit reports, USAA is reporting a vehicle loan of mine as a charge off which is incorrect, I filed bankruptcy in XXXX 2011 but due to my child 's death the bankruptcy was not completed and the court has since vacated the entire bankruptcy. However during the bankruptcy I reaffirmed the vehicle loan and paid the loan in full anyhow. The vehicle loan is being reported as a charge off, which does not even make since considering USAA has the payment only being late 30 days, which is also false however because after the bankruptcy was filed I paid on time and then made a final payoff months prior to the end of the contract.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78253
Submitted Via: Web
Date Sent: 2016-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-25
Issue: Other
Subissue:
Consumer Complaint: USAA my credit card issuer put a hold on my travel reward points because I exceeded my credit limit on my card. I pay my credit card in full every month- I do not carry a credit balance month to month. My payment was not late. I made a wire transfer to clear some of the balance but it has not hit their account so the hold is now going on day two. How do they have the right to seize reward points I have already earned? I pay my balance in full every month and reward points are earned on the prior months balance. From a financial viewpoint I have earned the points but from a practical standpoint USAA has seized my assets ( reward points ).
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 950XX
Submitted Via: Web
Date Sent: 2016-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No