Date Received: 2016-07-28
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I am a New York State resident. I refinanced my home mortgage with USAA Federal Savings Bank, signed XXXX/XXXX/XXXX. The monthly payment, included PMI ( {$79.00} per month ). As the appraisal value reported before the signing, was valued at {$290000.00}. As of XXXX/XXXX/XXXX, the outstanding loan mortgage was {$230000.00}, as I have made extra dollar toward the principal reduction each month since XXXX/XXXX/XXXX with no obligation and penalty. As I called and tried to reach out USAA-Mortgage Dept since XX/XX/XXXX, requesting my PMI to be cancelled or to be removed, and I did not get any immediate answer, until I received a letter by a regular mail that, is requesting a new appraisal value as of today ( it must be current ), and I must pay the appraisal expense directly to USAA. ( USAA was outsourced to a third party company called, XXXX/phone # : XXXX, for managing the loans and the payments on behalf of USAA. ) Since XX/XX/XXXX to XX/XX/XXXX, my request has gone undetermined, even I have a good payment record, and I met the requirements ; current payment, no late payment, current escrow payment ( no obligation on the extra dollar amount toward principal reduction each month ). I checked the New York Department of Financial Services 's web, and researched more in detail related to the PMI and the cancellation, and other requirements. The New York Department of Financial Services guided that it did not require a current appraisal report in order for PMI cancellation, and it must follow the appraisal reports used on XXXX/XXXX/XXXX. I had explained and tried to provide the sources to the managers ( third party Co ), related to the NYS-Dept of Financial Services, and all managers refused to listen and ignored to follow the NYSDFS 's guidelines, and verbally over the phone that regardless the current balance is below the 80 % threshold. I tried to reach out HQ-USAA, and I was unable to speak to someone that could help me at this point. As of today, I am still paying the PMI, as part of my monthly mortgage payment since XX/XX/XXXX. Please advise, should I continue to make the PMI payment every month to USAA until the expiration date of XXXX/XXXX/XXXX even the current principal is below the 80 % threshold? If I requested my PMI to be terminated by XXXX/XXXX/XXXX, and I was informed by USAA-a third party Co that, they still need a new and current appraisal report. In addition, the automatic PMI termination date is on XXXX/XXXX/XXXX with no requirement for an appraisal report.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 125XX
Submitted Via: Web
Date Sent: 2016-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-27
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I cashed in a CD XXXX XXXX in the amount of {$2400.00} and USAA said they would send the money to my XXXX on the XXXX. it never got there. I have been calling USAA and now they said is was not sent until the XXXX.. To day is the XXXX. and still nothing in XXXX account. I asked for interest on the money and they said they could not because I do not have a account there. All I get is the run around from USAA. They keep sending me from one person to another with no results
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: MD
Zip: 21237
Submitted Via: Web
Date Sent: 2016-07-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-27
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: XXXX XXXX my rent check was rejected by USAA and returned to my landlord as an NSF. I first realized this had happened when i checked my account in the morning ( like i do every morning ) I noticed i had a NSF check fee on my account. I immediately called usaa to see what happened because there was plenty of money in my account to cover this XXXX and only check I have written. Representative tells me she could not figure it out and refunded my NSF fee of XXXX back to my account and to advise my landlord to re submit the check, if needed she will submit a letter to my landlord if needed to avoid any fees i may accure from my landlord. I called landlord and he tells me that he does not see that the check was returned and that it looks to him that it was paid I then tell him that it was not and that the money is in my account. Landlord then tells me that he will look further into this matter and get back with me. 1 week later I called landlord for they did not call me back and he tells me that I have a XXXX balance on my account and on their end it shows XX/XX/XXXX rent was paid. So I held onto the rent money for I knew later on they would ask for it. This same situation again happens the following month in XXXX XXXX and I followed the same steps as above and was told the same thing from both my landlord and usaa. usaa returned my NSF fees XX/XX/XXXX as well. Now we are in XXXX XXXX and then again the same situation happened and i follow the same steps as above and was returned the NSF fee of XXXX from usaa and was informed by usaa rep at the time that she does not know why my overdraft protection did not kick in on time she saw there was plenty of money on my usaa credit card ( set up for overdraft protection ) and she sees that it placed a XXXX $ advance into my account to cover the rent check but does not know why it returned the check anyways. She said she was baffled and could not understand it and that this certainly was a glitch in the system. So i notify my landlord and he said that he will look into it and see if they received notification that the check was returned. The following day i receive XXXX letters from my landlord showing i have XXXX NSF checks and that i need to pay XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX rent ASAP or i will be evicted on top of the rent i must pay XXXX $ fees for each check. I notify usaa of this action for i am livid at this point for the problems they have caused me that i had no control over. I spoke with usaa and asked if they could please provide me a bank error letter of some kind for XXXX, XXXX and XXXX so that i can have my credit cleared with my landlord and the fees waived for this was not my fault. I was promised a letter and have been for 2 weeks now from usaa. I have called them twice in 2 weeks to check the status of the letter and they tell me it was declined from the back office because XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX were not bank errors and different reps tell me different stories as to why it was not a bank error. I just do n't understand how i was told it was in XX/XX/XXXX and in XX/XX/XXXX and now in XX/XX/XXXX and i also know that it was not my fault because i monitor my account daily and if it was n't a bank error then why did receive a NSF refund in XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. Please help me get to the bottom of this and so that this does not happen to someone else because know one should be placed in this amount of stress.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 79934
Submitted Via: Web
Date Sent: 2016-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-27
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I began receiving mail from USAA Bank confirming the establishment of my new XXXX XXXX XXXX XXXX account. These mailings included account numbers, amounts, membership cards with account numbers, account disclosure statements, etc. I contacted USAA to inform them that I did not, and have never, dealt with USAA - and I was repeatedly transferred to different departments until the call was dropped. I was repeatedly told that they ( USAA ) could not discuss the account with me because it was " restricted ''. USAA possesses all personal information for both me and my wife - I do n't know how they came into possession of this information and they will not discuss anything with me - even though they have allowed this account to be established. FDIC is their regulatory authority and I can not understand why this account was opened in my name without proper due diligence ... .rules state that proper identification must be obtained prior to opening an account. See XXXX XXXX for Banks, XXXX ( a ) ( XXXX ) Customer Identification Programs for banks, etc. I would like to pursue punitive measures against USAA Bank and XXXX XXXX, CEO., USAA Bank XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21784
Submitted Via: Web
Date Sent: 2016-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-27
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I refinanced my home mortgage in XXXX 2016 with USAA Federal Savings Bank. {$1400.00} was deducted from my checking acct and a cashier 's check was mailed by my bank XXXX to USAA Bank for receipt by XXXX XXXX, 2016 for my first payment. I followed up with a call to USAA Bank on XXXX XXXX, 2016 and spoke with XXXX in customer service. XXXX stated that they did n't receive the funds that it was n't in their system. XXXX said to call back in five to seven business days. I called again XXXX XXXX, 2016 and spoke with XXXX in customer service. XXXX stated that they never received the payment and that I needed to make a payment before XXXX XXXX, 2016 or late charges would be applied to my mortgage account. XXXX instructed me to get a notarized letter from my bank stating that the transaction occurred and a bank summary of my account transaction for XXXX XXXX, 2016 showing that the the amount was sent to USAA Bank and fax the documents to USAA Bank 's research dept which I did that same day. I again called USAA Bank on XXXX XXXX, 2016 and spoke with XXXX in customer service. XXXX checked with their research department and said that the payment was n't there. I 've also checked with my credit union XXXX XXXX branch many times. XXXX XXXX a supervisor has done an in dpth analysis of my checking account and showed me that in fact USAA Bank did receive the funds on XXXX!, 2016. Until this is straightened out, I 'm out {$1400.00} because of someone 's lack of concern and incompetence. I 'm a XXXX XXXX XXXX vet on XXXX. This is a whole lot of money being taken from me that I really need.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2016-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-27
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: Usaa bank is in my mind committing the biggest act of consumer XXXX I have ever seen.You should be ashamed of yourselves. I got a letter from XXXX that investigated part of the issues and this is the second time they investigated and USAA has lied to them, And sadly, I have proof. I have two phone calls from one of your CEO telling me that USAA OWES ME NOTHING AT ALL, dated XXXX XXXX and XXXX XXXX. In letter to XXXX you stated in XXXX XXXX and XXXX XXXX that you were waiting for receipt of my medical bills for car accident. Which is untrue. You point blank told me in XXXX XXXX when I sent a 15 day demand letter over issues with BANKING, CREDIT CARD, AUTO and RENTERS INSURANCE, you told me you were gon na look into these matter, as of XXXX XXXX, nothing, not one issue was resolved or even addressed properly. You use your stall tactics well. I have phone records, faxes emails and the like to show all I have on my end to prove my issues are valid. But USAA Does not care if a customer complains cause you laugh it off. You have no state of grace. I never seen a company who operates under such false pretenses and I have heard my share of other USAA complaints form other former members and the fact that the issues are so similar scare me. Whenever there is an issue whether it be banking or insurance, USAA immediate response is to yell at the customer and make them feel bad. Usaa loves to use stall tactics and drag its feet so that it can use time to make the issue disappear without having to be responsible. Usaa uses standard policies to under mind its customers and pull rug out from underneath them. USAA does not return calls or letters or responses on time or ever in most cases, when it comes to handling a claim or having to respond or react to something and actually take care of policy or regulation issues. Usaa would rather spend money on keeping up false front then handling the banking and insurance issues they are suppose to. After all the issues we went through, with over XXXX policy issues not taken care of. And USAA closing bank accounts down and holding our money for months right after we were identity theft and that is just a few of the issues USAA has done. But after all that, after USAA refused to help get us a car when they were suppose to costing us over XXXX more money then needed. And after the XX/XX/XXXX car accident USAA had nerve to send letters begging we keep auto insurance policy active even though we did not have a car, so you could get your {$150.00} a month for NOTHING. You are quite simply worst of the worst. These issues will not go away until resolved.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89104
Submitted Via: Web
Date Sent: 2016-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-07-27
Issue: Transaction issue
Subissue:
Consumer Complaint: A fraudulent charge was made on my XXXX Credit Card on XXXX XXXX, 2016. On XXXX XXXX, 2016, I called USAA Customer Service and was told my card would be cancelled in order to prevent additional fraudulent charges from being made and that my account would be credited for the charge. I have never received the credit despite numerous calls to USAA Customer Service. Each time I call, I 'm transferred to different departments, but none of them see to be able to resolve the issue. They seem to be making absolutely no effort to resolve the issue.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07666
Submitted Via: Web
Date Sent: 2016-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-07-27
Issue: Customer service / Customer relations
Subissue:
Consumer Complaint: The issuing company, USAA, phoned me and told me the XXXX credit cards I had with them had been compromised & that they would have to issue new ones. OK, an inconvenience but not a problem. I have been a customer of USAA for 54 years. I asked if they could expedite shipment of at least XXXX of the cards since I do use them ( or have been able to use them 'til now ). They said OK, & in a couple of days ( after I had destroyed the old cards as directed ) XXXX new card arrived at my house. I followed instructions to activate it and the voice mail then told me it was ready to use. I later tried to make some small online purchases ( USAA has a record of them! ) with the new card and USAA bank refused to honor it ; the purchase was declined. I called USAA several times, talked to several of their stooges there, all of whom assured that the card was NOW correctly activated, bur when I try to use it the order was declined. I was finally able to place a small order using a credit card from another bank with no problem. In addition the second card that USAA was supposed to send me was returned to them by XXXX. USAA refused to tell me why. I am so far ahead on payments to both USAA credit cards that the minimum payment most of the time is XXXX, so I 'm not behind. I have USAA tracking numbers to prove it. Either their software is screwed up or, since I 'm an old guy, they 'd like to get rid of me after I 've given them 54 years of business, or their war hero CEO who does n't have the guts to put a street address instead of a PO box anywhere that I can find on the USAA website, so that I can mail him a personal, certified, return receipt requested, deliver to addressee only letter, has now hired XXXX, XXXX and XXXX for agents. I call them, they tell me the issue 's fixed, I try to use the card, and the purchase is turned down, and they will not tell me why the XXXX card has been returned to USAA, and at the very last call ( a day ago ) the latest agent ( a woman ) said I 'd have to call ahead of time and get permission from Mommy at USAA before I could use the card that I do have.
Company Response: Company believes complaint is the result of an isolated error
State: MD
Zip: 21228
Submitted Via: Web
Date Sent: 2016-08-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-25
Issue: Making/receiving payments, sending money
Subissue:
Consumer Complaint: My bank refuses to prevent future payments to XXXX XXXX XXXX. They insist that the only way to fix this is to cancel my current card and have them send me a new one. For the past two months XXXX XXXX XXXX has tried to charge my account {$370.00} even though I no longer use XXXX XXXX XXXX. On XXXX XXXX XXXX charged my USAA Mastercard debt card {$370.00}. A few days later I contacted USAA and informed them 2 things : 1 ) this was an unauthorized charge and 2 ) USAA was not to pay XXXX XXXX XXXX any future payments from my account in the future. USAA said that it would be best for me to cancel my current card and they would issue me a new one. I told them that no, I 'd prefer to keep my current card and that they should simply just not make any future payments to XXXX XXXX XXXX. On XXXX XXXX USAA refunded the {$370.00} and I assumed that everything was ok. However, on XXXX XXXX, the same thing occurred again- XXXX XXXX XXXX charged my {$370.00}. I again called USAA and explained the situation once more. After and hour of hold time, discussions, and USAA telling me that the only solution was to cancel my card, I asked to speak with a manager. They submitted a request to a manager who just called me back. She told me several things about who the bank has a contract with Mastercard, how the bank could n't possibly predict what day XXXX XXXX XXXX would try to make the charge next time ( I responded that we should just assume it was going to be a weekday so please do n't let XXXX XXXX XXXX make the charge on a weekday- but also let 's include weekends just for good measure ) or how they did not want to interfere with the bank 's relationship with either the charging company ( XXXX ) or with Mastercard because that would then affect the relationship that all USAA members have with those companies. I then pulled up your website and we discussed its content. http : //www.consumerfinance.gov/about-us/blog/you-have-protections-when-it-comes-to-automatic-debit-payments-from-your-account/ This blog post refers exactly to what I 'm experiencing. By the end of the conversation " XXXX '' from USAA said that she would " do her best '' to try and solve the problem but again she said that most of the time the card needs to be closed and a different card number issued. I do n't want a different card. That would mean I do n't have a debt card for several days. Also, I would have to go through and reauthorize every company that makes validly receives payments from me. I 'd prefer USAA just obey the law.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: WA
Zip: 984XX
Submitted Via: Web
Date Sent: 2016-07-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-25
Issue: Billing statement
Subissue:
Consumer Complaint: We have a XXXX with USAA. In XXXX 2016, USAA informed us that our XXXX account would be switching to a XXXX account. When XX/XX/XXXX came around we received both a XXXX Statement and a XXXX Statement with identical amounts. We had not made any purchases using the new XXXX card at that point. I called Customer Service and asked which one was I suppose to pay. They said to pay the XXXX Statement as the XXXX would no longer be valid in less than 30 days, they clarified that all purchases which had been made using the Mastercard had been transferred to the new XXXX account. I called back a second time to verify this information and was told the exact same thing pay the XXXX Statement not the XXXX Statement, so we paid the XXXX Statement full amount owed. The next month arrived and both a XXXX and XXXX Statement came in the mail and the XXXX showed the amount paid and the XXXX showing the balance from the previous month ( which we had paid on the XXXX account as this was the amount which had been transferred ). I called Customer Service and they told me it was a mistake on their end and it would be resolved by the IT Department. Letters then came in the mail stating that we had n't submitted our XXXX payment and we were behind on the payments. I called Customer Service again and they were very apologetic, stating that an Executive Resolution representative would be in touch within 24 business hours to resolve the matter. We never heard back from them and continued to pay the XXXX Statement in full. We have paid all statements in full- from the XXXX account, then ( when the XXXX account balance was transferred to the new XXXX account ) and continuing with the XXXX account. The following month came with the same XXXX statements XXXX paid and and the XXXX continuing to show an amount owed of the original amount from XX/XX/XXXX. We called Customer Service again and this time their response was that the situation was clearly an error on their end, along with the fact that they had received many calls from clients frustrated with the switch over from XXXX to XXXX. We were told ( again ) that someone would get back to us within 24 hrs. Again, no one called ; over the next week the phone rang and showed the Credit Card Company on the line but as soon as we picked up the phone the line went dead, this same thing happened one other time. We then paid the XXXX Statement again in full along with a letter to the Company explaining our frustration. The next month came around and the amount owed on the XXXX had been transferred over to the XXXX not once but twice-the amount was now doubled!! We called Customer Service once again with a very vague response and them saying that it was a mistake. We paid the amount charged on the Credit Card that were valid along with another letter and highlighting mistakes on the statement with supportive documentation of payments made during the year that balance out charges on the Credit Card, proving that we had never been delinquent. We said that someone at the company should be able to do see the charges balanced with the payments, whether it be XXXX or XXXX. We never heard back from anyone at the company but received our Statements next month showing a XXXX Statement of XXXX, but a XXXX Statement of {$13000.00}. We have not used the Credit Cards in over 2 months since we started to see a potential problem. I wrote once again after the recent statement and said we were not using the Credit Cards and we would n't use them again because of our frustration over this matter.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: CA
Zip: 961XX
Submitted Via: Web
Date Sent: 2016-07-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No