Date Received: 2016-08-18
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: When you think of danger and consumer XXXX - the CHAIRMAN OF USSA BANK AND ALL AND I MEAN ALL OF ITS PRODUCTS are not the top of the list, but the very top of the list. Federal Trade commission is still a little blind to this, I do not know if there is something going on under the table with this company cause I know thousands and thousands of people who have had similar issues like me. CEO XXXX my life, destroyed it, he lied and LAUIGHED VERY HARD over the phone telling me he enjoyed keeping and taking my money. All my bills paid on time, all insurance issues, I did reports and police reports and all. USAA BANK illegally closed bank account and kept money and they have not complied with the law and I can prove it this is XXXX of over 75 legal issues I have I want justice and regulators get on the ball with this company and fire CHAIRMAN, ceo XXXX and XXXX XXXX XXXX XXXX. XXXX XXXX needs be put in jail for fraud.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89104
Submitted Via: Web
Date Sent: 2016-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-08-18
Issue: Settlement process and costs
Subissue:
Consumer Complaint: We closed on our Minnesota home cash out refinance mortgage with USAA on XXXX XXXX. It was a reschedule from XXXX XXXX, so we ended up having to wait an extra day for the rescission period to end over the weekend for disbursement on XXXX XXXX. Well it is now the XXXX and the money has not been wired to our bank, nor has the original loan been paid off. The disclosure statement, which we did n't receive until the morning of XX/XX/XXXX, when I demanded it, had an additional 7 days ( from disbursement date ) of interest to the previous lender built into it. Then yesterday on XX/XX/XXXX they tell us we have to sign an updated disclosure ( which I have attached ) because they have to account for the extra fee to extend the lock which they were paying for. I have been asking for our funds since Tuesday and was told yesterday by our processor that the new signatures would not hold up the disbursement. Ok, then where is our money?? Can they really just keep holding our money and making us pay interest on all of it while they take their time in disbursing. Do n't let me get started on the rest of this horrible process. Worst refi I have ever been involved in!
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: MN
Zip: 562XX
Submitted Via: Web
Date Sent: 2016-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-08-18
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: After a major robbery and idenitity theft issue USAA BANK decided to hurt our lives more and keep all our money in our savings account and committ a huge embezzlement and fraud issue. USAA BANK has committed several upon several banking and credit card and bad faith insurance issues and XXXX our lives and destroyed my career and laughed at me and said to bad your not military and that you are XXXX to me. They were very mean. Before this my life was going so well. They XXXX me. I have nothing left and can not get my life together cause as of today they still are hurting my life. They stole over {$15000.00} from savings account and well over {$12000.00} in checking, refused to pay out over {$75000.00} promised in other issues that caused well over {$150000.00} more out of our pockets, made me spend over 20 hours for 4 years to do paperwork then to only laugh and say we are not paying you. CEO XXXX told me he did not care about me or my life. Very scary stuff.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89104
Submitted Via: Web
Date Sent: 2016-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-08-18
Issue: Settlement process and costs
Subissue:
Consumer Complaint: I applied for a {$0.00} down payment VA loan through USAA and after being told I was pre-qualified and subsequently approved I was then asked to provide a down payment of approximately {$9200.00}. It was only 2 weeks before closing and after my appraisal and inspection had been paid for and after I informed my landlord I was moving out. I was told I had a loan and then all of a sudden I was unfairly being required to come up with this large amount of money in just a matter of days or I would have ended up homeless. This was very unfair and deceptive and I also never received a clear explanation about why this down payment was being required on a no down payment VA loan product nor was I ever given any additional disclosures. Further detailed information is attached.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80601
Submitted Via: Web
Date Sent: 2016-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-17
Issue: Credit decision / Underwriting
Subissue:
Consumer Complaint: To whom it may concern, I would like to establish a formal complaint against USAA Bank. I submitted an application for a VA loan ( refinance ) and was mislead throughout the full process. I was pre-approved and submitted all associated documents as requested. After having everything submitted and reviewed, they had me conduct an appraisal and a termite inspection. About 7 weeks into the application process I verified that no other documentation was needed and they confirmed that my loan was clear to close. I then received the final disclosures and then was asked via phone if I wanted to roll over the closing costs since I had enough room to roll that over. I was then transferred to a loan officer and then they started reassessing the loan and then determined that I was no longer approved for the original amount which makes no sense. There was no transparency and caused me financial harm by paying for a termite inspection and appraisal. I am also a partially XXXX veteran and feel that they may even have discriminated against me. I am also truly concerned because they sent an adverse letter to me after talking to the loan processor. No options were given to me such as the possibility of putting down a larger down payment or anything. This was the worst experience by far with a financial institution.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07305
Submitted Via: Web
Date Sent: 2016-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-17
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I had XXXX fraudulent transactions of {$990.00} each stolen from my USAA Savings account. Each of the transactions involved transfers to an organization ( unknown to me ) called " XXXX. '' The transfers are as follows to individuals who are also unknown to me. They are as follows : XXXX XXXX - XXXX XXXX XXXX XXXX - XXXX XXXX XXXX - XXXX XXXX XXXX XXXX - XXXX XXXX I have called USAA over a half dozen times with calls, including wait time while being transferred etc., averaging close to one hour. In over a month of trying to get a resolution, the following has occurred : XXXX transaction of {$990.00} has being refunded to my account The other XXXX fraudulent transfers of {$990.00} each are being denied because of " customer involvement. '' I have been provided no proof ( none exists ) of my involvement. There is a refusal to allow me to speak to the analyst who reached the " customer involvement '' conclusion. The claim is that customer service has no way of transferring my call. Of additional relevance : I live along, am former law enforcement, and I do not share my login information with anyone. In addition to the savings account that is under siege, I also have : o A XXXX USAA Savings account o Checking account o Auto insurance policy o Homeowners policy o An umbrella policy o Life insurance policy o A USAA Visa card o And have formerly had multiple auto loans ( now paid off ). I have maintained accounts as a member of USAA for thirty-three years The one scanned document attached is a letter advising that the first fraudulent transaction of {$990.00} was being credited back to my account. I can also continue to search for the denial letter if necessary.
Company Response: Company believes complaint is the result of an isolated error
State: IL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2016-08-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-15
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: On XX/XX/XXXX, I reported to USAA bank that my card was lost, on the same day that it was lost. I was told that my account was closed and they and they were going to refund me the {$200.00} that was in my account in the next 30 days. When I called on XX/XX/XXXX they told me the account was still open. We got conflicting stories from various USAA customer service people. On XX/XX/XXXX they told me the check from XXXX XXXX from XXXX XXXX XXXX, XXXX 2011 for {$6300.00} was deposited into the account. I told them that " this was not my money, do not cash that check. '' I tried to log into my mobile app and is said " For security reasons my account is temporarily closed. '' On the next day I was told a check for {$1000.00} had been withdrawn. I asked them why did you permit this withdrawal when there was only {$200.00}. in the account. I was told " It is because you have such great credit. '' On XXXX XXXX I spoke with a manager at USAA and they said " I was responsible for any deposit that were made. '' I then received a letter in the mail that showed it has a signature which is printed, and contains information inconsistent with all previous deposits I have made. I have asked if they have investigated the situation, and looked into the person who deposited the check, and the money that was withdrawn in Ohio ( even though I live in XXXX ). The bank has told me there has been an investigation but refused to share any information. The bank repeatedly insists I am responsible for this money, even though I did all of my due diligence, informing the bank that the card was missing, that the deposit was fraudulent and should not be cashed. I was treated disrespectfully throughout, and was spoken to in a rude manner every time.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11220
Submitted Via: Web
Date Sent: 2016-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-15
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: Where to begin with USAA BANK is hard cause they have hurt so many aspects of life not only then when they criminally stole money from our accounts but now that they keep lying about there illegal regulation rules. They are soul crushers and will stop at nothing to steal money and with the services they have they use terms and conditions that are so farse to steal your money and take everything including committing severe fraud.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89104
Submitted Via: Web
Date Sent: 2016-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-08-16
Issue: Identity theft / Fraud / Embezzlement
Subissue:
Consumer Complaint: I am a victim of identity theft. Several years ago my bank, XXXX, had a data breach. My sensitive information including name, social security number, date of birth and address were sent to over XXXX people. Several accounts were open in my name without my knowledge or consent. This account was opened as a result of this identity theft. Later I also suffered a hack due to XXXX and XXXX. I have attached documentation of the identity theft and hack. I disputed this directly with the company and did not get a response.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78746
Submitted Via: Web
Date Sent: 2016-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-15
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I have banked with USAA for 4 and a half years and this past week I attempted to login into my account using the mobile app and a pop-up window stated I could not be verified and had to contact USAA. When I contacted USAA they told me the first time that they had flagged my account due to suspicious activity but expected the issue to be resolved within three business days. I asked the individual why I had not been notified immediately and was told USAA had sent me a letter to my mailing address on Monday when it occurred. I finished the conversation with USAA on Wednesday night and tried to login the following day on the mobile app once again and again had the pop-up that stated I could not be verified so I called USAA again and was told that there was a note in my account that USAA was exercising their right to not do any business with me. I asked the individual why that had happened and he stated that USAA had found me guilty of being involved with the fraudulent activity that had occurred on my account in the past week. I was told that USAA was holding me liable for the negative balance in my savings account that had been used during the fraudulent activity. I proceeded to ask what would come of my direct deposit check that was going into my account the next day and was told they would hold it to pay off the negative balance. So I am now a fraud victim, that gave USAA 3 chances to try and fix the issue. I have also filed a police report because USAA would not release any of their investigative evidence to me as the account holder. They have frozen my funds and assets and wrongfully withheld my direct deposit leaving me without a way to pay my bills this month.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33511
Submitted Via: Web
Date Sent: 2016-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No