Date Received: 2016-08-25
Issue: Cont'd attempts collect debt not owed
Subissue: Debt is not mine
Consumer Complaint: This goes to XXXX and XXXX, my credit was ruined by several illegal companies, I have told you both for years to send me proof you have not. I have sent you both and ATTORNEY GENERAL office a letter saying inparticular USAA BANK CREDIT CARD was owned and started by XXXX XXXX in XXXX, I was an authorized user only in XXXX. I have provided you with a letter from XXXX XXXX who states this, also you also DID NOT mention fact the card was also identity theft and i sent paperwork to you both, you have not complied with sending me any FORMAL signed paperwork to me from USAA in four years or recently from consumerfinance.gov filings, # XXXX, XXXX. I however have. Federal Trade Commission and other government agencies and consumerfinance.gov not only do not look kindly on USAA BANK not providing proof I Was a co-owner of card or authorized user only, but not shown you second reason card does not belong on account which is fact It was identity theft. Both XXXX and XXXX are in direct violation of conspiring to embezzlement with USAA BANK by not removing me from my credit for four years. I also sent a letter over a month ago FEDERAL TRADE COMMISSION approved telling XXXX and XXXX it has not complied with these laws for year ruining my health, credit score and job score and then some. And when USAA BANK was removed you allowed them to go bank on costing me over XXXX points in one week combined with both crediting companies. I Am building a huge case against USAA BANK for several other issues, if XXXX wants to continue or its employees breaking the law, now that I will have all crediting companies employees involved with not handling these issues last years properly investigated, fined and more in my case I have against USAA in over XXXX bank, credit card and bad faith insurance issues. I am sending this to ATTORNEY GENERAL OFFICE in which they were sent the 30 day compliance letter over 50 days ago. I suggest XXXX and XXXX call me asap at XXXX with a correct number and be ready to settle this or you will be put into the case I have against, USAA BANK, USAA BANK only sent you a letter they did not send any proof, anyone can write a letter from an establishment but if I was a co-owner where is my signed USAA BANK CREDIT CARD co owner paperwork, plus the card was identity theft, KNOW THE LAW. You are breaking it, I de nounce your other consumerfinance.gov responses is treason, conspiring to commit fraud, embezzlement, possible taking of bribes, breaking federal trade and other regulation laws. And at this time, 4 years of bad credit scoring could cost XXXX and XXXX XXXX dollars and fines and employment loss and bad media coverage if not handled immediatley. I spent hours and hours trying to handle this you need call me and do the right thing, USAA BANK is being sued for over {>= $1,000,000}, if you want to join this issue then do n't comply, it only proves my case more and hurts your credit companies that much more. XXXX XXXX XXXX
Company Response: Company believes the complaint is the result of a misunderstanding
State: NV
Zip: 89104
Submitted Via: Web
Date Sent: 2016-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-24
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: My bank garnished XXXX from my checking account. They claimed I had ten days warning, but as evidence of this complaint, I did not receive such a warning. They said that a mobile check deposit made on XXXX XXXX, 2016 was either not clear or was labeled as non-negotiable by the issuers bank so they could not offer details. They supposedly emailed me on XXXX XXXX, 2016 to inform me of the impending garnishment. I am now negative in my bank account because of this, with pending debts to bounce, also leaving me with the inevitable overdraft fees. I do not have overdraft protection, and should not need it for this situation. I received a confirmation that the payment went through and held onto the check for a week, which is longer than standard practice. It even states on the confirmation to ensure you shred the check after the confirmation. Why am I only hearing of this issue in XX/XX/XXXX?! Who keeps the check that long, especially when formally advised by my bank not to? When I spoke to customer service, they stated they could n't even see who the check was from-leaving me no way to know how to collect my payment from someone and to advise them of the situation. I had to rant and rave and ask to speak with a supervisor, which they said were not available. I think that 's a lie, or a flaw they have in their business. I was transferred to executive relations and spoke with XXXX. She said she had another tool to find out who the issuer was. Why not equip all the reps with said tool? Why did I have to threaten a complaint to find out this information? When USAA decided to offer mobile banking, they obviously had protocols in place for this garnishing system. Why not have protocols in place to protect the customer? Is it a scheme to collect overdraft fees from its customers? Are they offering a service they are ill equipped to fund, stand by, or understand? Are they out for the benefit of mobile deposits and the business they get from it, but not in the business of protecting it 's customers? What is the protocol for this phantom email warning me of it? The decision to email customers is a poor choice. I receive junk mail and advertisements from them three times a week in the regular mail. Why ca n't they send a real letter? I also have text alert. Why could n't they send a text? My guess is because they want the overdraft fees. Or they do n't care about customer care and convenience? When I asked XXXX about these things, she apathetically said " Well, you had ten days notice. '' That was infuriating. Clearly I did n't get the memo, otherwise I would have made arrangements for the money to be in the account. When I asked why I could n't speak to a supervisor, she said supervisors are not there for customer service issues. I asked how to contact the CEO. She said there is no way. When I said that sounds like a lie and I will put that in my complaint, she said " well I never said there was n't a way. '' So I replied, " then tell me how? '' She said well I can arrange for a callback. She then said it would n't be from the CEO. That is confusing, so clearly I was right the first time, and I am addressing it in this complaint. There should be a way to contact someone who can help, whether it be CEO, supervisor, etc. She then began to ask details about my complaint. Whether it be inconvenience, practices, etc? That should n't matter in customer service and I should n't have to tell them I 'm filing a complaint to get help. I asked her to advise me on what to do and she offered me a personal loan! I wanted them to put money back in or at least offer to waive overdraft fees should my other debts come out without me resolving it first. Obviously, they know people need time to resolve this, I 'm assuming why they gave the " email '' ten days in advance.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11561
Submitted Via: Web
Date Sent: 2016-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-24
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I contacted several mortgage companies a few years ago to refinance and chose USAA. I asked each one of the mortgage companies if I could make bi monthly payments to pay down my mortgage sooner and USAA said yes. After the refi was complete I reached out to set up my extra payments and was told that I had to pay to participate in a program to be able to make extra principal payments. This is my complaint. I should not have to buy a program to pay off my mortgage with extra principal payments.
Company Response: Company believes the complaint is the result of a misunderstanding
State: CO
Zip: 80126
Submitted Via: Web
Date Sent: 2016-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-24
Issue: Closing/Cancelling account
Subissue:
Consumer Complaint: In XXXX I was approved for my first credit card with USAA. Shortly after, I was laid off from my position as a XXXX. I could n't find another job, so I could n't pay my rent. My fianc and I moved in with my parents. USAA sent my debt to a collection agency. In XXXX XXXX I moved to XXXX with help from the XXXX. I was technically a homeless veteran, so they paid the deposit to get my fianc and I in an apartment. I found a job with a temp company and applied for XXXX benefits through the Veterans Affairs. I was advised to do by the XXXX. On XXXX/XXXX/XXXX, I was rated XXXX by the VA. On XXXX/XXXX/XXXX I paid the collection agency holding my debt with USAA {$1700.00} with my new military XXXX income. That {$1700.00} is the " Settlement Amount ''. Thats what I agreed to and there was never any mention of any remaining balance. Since I made the settlement payment I have n't received any correspondence at all, or notice of any remaining balance. This account does n't even exist according to my USAA profile. In fact, USAA required me to pay the debt collection agency before I could obtain my car insurance back with them. The fact that I have car insurance with USAA now is proof that I have satisfied this debt with USAA. I recently found out about this while they were helping me with an unrelated matter. Two times I tried calling them for information and both times the department that I need to speak to is conveniently unreachable after waiting on hold for an hour. On XXXX/XXXX/XXXX I found out this account has been reported to all XXXX credit bureaus for the past year or so, and I never even knew it existed. If I did, I would 've paid it. I 've been wondering why my credit score refuses to go up. My fianc and I have been going without to pay our debts with the sole intention of increasing our credit scores. We want to buy a home and start our family. I do n't believe I owe this debt.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19152
Submitted Via: Web
Date Sent: 2016-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-24
Issue: APR or interest rate
Subissue:
Consumer Complaint: On XXXX XXXX, XXXX USAA, had debited my checking account for {$56.00} for payment to my closed Credit Card ( CC ) Acct, without myself scheduling the payment on their bill pay or my authorization. So they applied a credit card payment reversal to my chking account. iI later that day did schedule payment for my closed cc account. When I received my XXXX statement for my open cc account, I noticed USAA charged my open cc account {$56.00} and applied it as a payment to my closed cc account and my scheduled payment. So XXXX payments were applied to my closed cc account. On XXXX XXXX, XXXX, I called USAA and they said it was an error on their part. Because they made this error, I thought I 'd look over my closed account statement closely and I noticed that USAA had increased my interest rate on my closed credit card account from 7.15 % to 7.40 % back in XXXX XXXX WITHOUT NOTIFYING ME. This account has been closed over 5 years now and have been paying a fixed interest rate of 7.15 % when I closed this account. My earliest bank statement that i have indicating that i was paying this interest rate goes back to XXXX XXXX. I called USAA and they said there was nothing they could do. My complaint is, why is USAA increasing my interest rate on my closed credit card account when it has been closed for over 5 years now. Does n't opting out protect my outstanding balance at the lower interest rate at the time my account was closed? Does n't the Credit Card Act prevent banks from increasing interest rates on closed accounts arbitrarily? USAA had not been receptive with me when bringing this situation forward to them.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85212
Submitted Via: Web
Date Sent: 2016-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-22
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: My bank - USAA allowed a third party to do a complete takeover of my accounts. They were able to take {$9000.00} in Home Equity loans, transfer them to my debit account, and make XXXX Withdrawls of {$400.00} in a single day from an ATM. They did not catch this fraud until I brought it to their attention. They also " lost '' {$7000.00} of our money when it was transferred into a " Ghost '' account and did not apply the $ XXXX to our Home Equity line of credit. 1 ) What kind of responsibility does USAA have to announce how many accounts this happened too? Wait time for fraud department went from XXXX to 2 hours leading me to believe this is widespread. 2 ) It 's obvious Negligence when they do n't catch XXXX transactions for {$400.00} in a single day..do I have any options for redress due to their negligence? Myself and My wifes - name, birthday, Social Security number, and address are now in someone else 's control thru no fault of our own. 3 ) Has their ever been an Audit of USAA 's procedures? How can they " Lose '' $ XXXX into a " Ghost '' account? I spent over 10 hours on the phone with them and ended up having to email XXXX of their executives ... and their CEO multiple times before they realized their accounting error. Any assistance in this matter would be appreciated.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 490XX
Submitted Via: Web
Date Sent: 2016-08-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-22
Issue: Making/receiving payments, sending money
Subissue:
Consumer Complaint: On XXXX/XXXX/2016 I ordered an Official Check from USAA ( a company with whom I have had a longstanding relationship ) with expedited shipping ( USAA does not specify method ). Five days later the check had still not arrived. No notification was given that the check had been issued or shipped or by what method, nor was any tracking information given. The bank representative on the phone used tracking information not available to me to inform me that the check had supposedly been delivered by XXXX on XXXX/XXXX/16 ( the funds were not debited from my account until XXXX/XXXX/16 ). This Official Check - essentially a cash instrument - was sent by unsecured means with no signature required. No XXXX package ever arrived at the designated address, or if it did it was left in an unsecured location and stolen. I requested that the bank stop payment on this check and immediately issue another check in the exact same amount to the exact same payee but the bank representative refused, stating that their policy prohibited doing so for 90 days - meaning of course that they preferred to leave open the possibility that the check would be fraudulently presented for payment. I escalated the matter to the CEO 's office, which responded promptly to my email ( XXXX was the rep 's name - no last name given ), but then took several more days to " investigate '' before informing me that no exception to their policy could be made despite the fact that it was to both the bank 's and my benefit to stop payment. This is both inexplicable and unacceptable. Our interests in preventing fraud would seem to be aligned in this matter but the bank remains obstinate. Please intervene and assist. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27615
Submitted Via: Web
Date Sent: 2016-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-21
Issue: Settlement process and costs
Subissue:
Consumer Complaint: I am in the process of purchasing my first home. On XXXX XXXX 2016 I received the Closing Disclosure for my mortgage application. The Closing Disclosure indicated a change in the " Calculating Cash to Close '' section in the " Adjustments and Other Credits '' line item. In the Loan Estimate I received on XXXX XXXX 2016 this line item indicated " {$0.00} '' and on my Closing Disclosure it indicates " {$840.00} ''. While I was prepared to absorb some additional cost this was a shock. Section K of the Closing Disclosure I received indicates this adjustment is due to " Items Paid by Seller in Advance '', specifically prorated Town/County Taxes. The prorated taxes for the seller are required to be disclosed on both the Loan Estimate & the Closing Disclosure in accordance with 12 CFR 1026.37 & 1026.38, however, were not included on the Loan Estimate I was provided. Since the Loan Estimate I received was non-compliant with 12 CFR 1026.37 ( h ) ( 1 ) ( vii ), and the official interpretation in Supplement I ( XXXX ), it does not seem fair, and possibly illegal, for USAA to require me to pay for an adjustment that was not disclosed on my Loan Estimate. The seller is certainly entitled to prorated repayment of their property taxes, however, the lender should pay at this point in the process since the closing date was already established when I received the Loan Estimate. The lender certainly had enough information to estimate this cost and they did not, waiting instead until we are within a week of closing and putting us in a very difficult position, it feels like we are being extorted. The above situation is my primary concern. It is also worth mentioning that the difference in estimated Cash to Close between the Loan Estimate and the Closing Disclosure appears to just be an increase of 7 %, however, it is deceptive of USAA to present this information in a way that makes their initial Loan Estimate for Cash at Closing seem even remotely accurate. By their calculations it appears the Cash to Close only increased by {$130.00}, however, this is only because the seller agreed to pay an additional {$1000.00} closing costs. When this correction is accounted for the actual increase in Cash at Closing increases by approximately {$1200.00}, this is a 69 % increase on the Closing Disclosure above their original Loan Estimate.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 236XX
Submitted Via: Web
Date Sent: 2016-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-19
Issue: Advertising and marketing
Subissue:
Consumer Complaint: USAA keeps sending me credit card offers. Originally they sent them to me. When i complained, the just changed the name on the address to one of my daughters, who does not live with me. I complained again, and told USAA to never send anything to my address. Now I am getting credit card offers from USAA addressed to my other daughter. Both my daughters are fully grown and have been out of the house for years. My address has even changed since my daughters last lived with me. USAA claims to be such a friend to the veterans, but I 'm a vet, and they are a XXXX to me. Please make them stop marketing my address.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NE
Zip: 68516
Submitted Via: Web
Date Sent: 2016-08-27
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-19
Issue: Credit line increase/decrease
Subissue:
Consumer Complaint: My bank is USAA. Over the years they continuously raised my available credit limit on my personal credit card without asking me and they did so while the card was maxed out or close to it. But since I was able to make the minimum payments, they kept raising my limit. I remember reading that XXXX XXXX XXXX got big fines for doing the same thing to small business. This seems illegal and predatory lending. What started as a {$2500.00} limit eventually became {$16000.00} and I never asked for credit increases. Then I got the flu for 2 weeks simultaneous with a pay cut and then fell behind on payments. I contacted the Member Assistance dept and asked for lower payments ( {$350.00} was became too much for me ) but they said no. All they offered was 'Pay us XXXX % of the total and we 'll close the account '. Now they have charged off the card, ruined my credit and made hard for me to get a job or apartment. I am an XXXX XXXX veteran that got suckered into this credit situation by a bank that advertises that it treats the military community special. It 's just predatory affinity marketing similar to the Rent-To-Own and XXXX places just outside the gates of military bases. They sold my debt to a collection firm after tacking on about {$2000.00} more in interest for an {$18000.00} total. Over the years I paid around {$17000.00} in interest. Crooks. plain and simple. XXXX would have knocked their booth over.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: HI
Zip: 96815
Submitted Via: Web
Date Sent: 2016-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes