Date Received: 2016-05-20
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: In XXXX or XXXX we contacted our second mortgage company requesting a modification with regard to our second mortgage with USAA Federal Savings Bank, the bank advise us that we did not need to request mortgage modification in order to maintain our lower interest rate due to the SCRA. We were to obtain a modification on our first mortgage with XXXX XXXX XXXX mortgage. USAA Federal Saving Bank is telling us they are not offering any modification or refinancing regarding our secondary mortgage in order to lower higher current rate now of 8.5 %, after they told us we did not need to, and our rate would remain at 4 %.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 08005
Submitted Via: Web
Date Sent: 2016-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-05-21
Issue: Privacy
Subissue:
Consumer Complaint: I have XXXX credit card accounts with USAA. XXXX is a mastercard, ends with XXXX. For some reason, USAA blocked me out of the online service for " identity '' reasons. This has been going on since XX/XX/XXXX. I called and gave them every form of identity info ( social security number ) and the works.Then they required to fax them my military XXXX paper ( XXXX ) and my military ID card but after all that, they are demanding a " copy '' of my social security card which I refuse to give them, because I am a victim of identity theft through a financial institution, but still demand my SS card and deny me access to my account online as well as refuse to send me paper statements after my request in XX/XX/XXXX. I attempted to close the account so I obtained a balance and paid it off within 48 hours. They acknowledge my payoff payment but refuse to allow me to close the account. There is something going on ( being charged ) after I cut up my card. I am not making any payments after the payoff but the credit report showed a {$10.00} balance in XX/XX/XXXX. I called in and disputed the charge and requested to close the account. Today, the balance is now {$53.00}. I made one last attempt on XXXX XXXX, spoke to XXXX XXXX. He said that his supervisor said " copy of my social security card is needed ''. I then informed him that I will file this complaint.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: MA
Zip: 025XX
Submitted Via: Web
Date Sent: 2016-05-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-05-21
Issue: Billing disputes
Subissue:
Consumer Complaint: For my cfpb complaint @ XXXX, against XXXX, I was advised by a cfpb agent that I needed to submit a paper Dispute document from my credit card company, USAA. I called USAA again today for a document that I could complete and scan and was told that no such document would be forthcoming, as my call to them on XXXX/XXXX/16 inititated a verbal dispute with XXXX. I asked to be transferred to a supervisor, XXXX XXXX, for some type of document I may complete and forward to cfpb ... .even a Statement of Fraud. I was told no such document would be forthcoming. I therefore am filing a separate complaint against USAA because they are not assisting me in my complaint against XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85202
Submitted Via: Web
Date Sent: 2016-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-05-19
Issue: Credit decision / Underwriting
Subissue:
Consumer Complaint: CFPB Complaint USAA Mortgage USAA is referred to herein as the " lender ''. All agreements to transact real estate were made on the basis of a 15-yr 3.0 % mortgage with 5 % down payment as approved in the prequalification process with USAA. When lender later disqualified the applicant, the only options given to the applicant were 30-year terms and interest rates near 3.75 %. In addition, the lender then enforced a 10 % minimum down payment. Central to this complaint is that the lender baselessly ( or without disclosing the basis ) disqualified the applicant 's rental property income ( $ XXXX/month ) while using the rental property 's mortgage ( PITI = $ XXXX/month ) as a debt in calculating the applicant 's Debt-to-Income ratio. The disqualification of this income is not a FNMA policy and the loan processor could not state the basis or origin for this decision. Upon this news, the applicant tried to remove himself from the USAA loan and change lenders on the sales contract, but this was rejected by the Seller. As a result in order to get the 15-year mortgage, the applicant now has to refinance with different lender in order to receive the negotiated rate and term, but now must pay all closing costs again. The complaints are summarized as follows : 1. Prequalified the loan applicant for a loan product for which he was disqualified after entering into a sales contract. 2. Initially given no interest rate option that did not include points. 3. Enforced a minimum down payment by virtue of the property being considered a condominium, even though it could be legally considered a single family detached property. Proposed remediation Refund all closing costs from the USAA mortgage.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 787XX
Submitted Via: Web
Date Sent: 2016-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-05-18
Issue: Making/receiving payments, sending money
Subissue:
Consumer Complaint: On XXXX/XXXX/2016, I called my bank, USAA ( XXXX ) to initiate a stop payment on an {$800.00} check for the reason that I had already made the payment over the phone which was significantly less than expected. The check was to be sent by USAA to a credit union ( XXXX XXXX XXXX XXXX ). According the USAA representative, the stop payment was initiated successfully. However, on XXXX/XXXX/2016, while looking at my account, the check in which the supposed stop payment was successfully initiated had indeed gone through anyway for the {$800.00}. This caused my account to go into the negative, and initiated an automatic {$400.00} cash advance from my credit card in order to cover the cost. I then called USAA to ascertain why the check had gone through even though a stop payment was initiated. I was told that the representative I had spoken to on XXXX/XXXX/2016 made an annotation on my account in regards to the stop payment but did not actually initiated it as requested. The representative then kept apologizing but told me that there was nothing they could do as the check had already cleared. So here I am left with a negative account balance and a cash advance on my credit card which could involve substantial fees and the only recourse I receive from a bank in which I 've been a member for almost XXXX years was simple apology for their mistake.
Company Response: Company believes complaint is the result of an isolated error
State: VA
Zip: 22304
Submitted Via: Web
Date Sent: 2016-05-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-05-17
Issue: Arbitration
Subissue:
Consumer Complaint: My wife and I bought airplane tickets to XXXX for a one week vacation. My wife was in a XXXX and suffered a XXXX. She underwent XXXX. The doctor ordered a 5 day XXXX XXXX. In order to accommodate the doctor 's order I had our return flight plane tickets moved two days back - incurring a variety of fees and charges totaling XXXX {$600.00} per person, The mastercard website says " Provides reimbursement for non-refundable cancellation or change fees if you are required to cancel a trip, prior to departure and reimbursement for eligible travel on a common carrier in the event your trip is interrupted due to a covered reason and you have purchased your common carrier tickets with your eligible MasterCard card. '' It seems pretty obvious to me that we qualify for reimbuirsement from USAA/MasterCard. I contacted USAA with regard to making a claim and they referred me to file a claim with a company called XXXX. Despite the fairly easy open and shut case I presented, XXXX rejected my claim. In my humble opinion, XXXX is a company in the business of not paying claims. The claim ( # XXXX ) was extremely difficult to file as XXXX employee XXXX XXXX claimed the documents I was require to upload to the XXXX server " were corrupt before I uploaded them '' so he could not " see them ''. Kind of annoying like someone telling you the letter you sent them arrived wet and they know you mailed it wet. Also, the XXXX Fax line was often down and XXXX made contradictory statements with regard to whether the documents I uploaded repeatedly and faxed repetedly were viewable. In the end, I am left with the impression XXXX is in the business of not paying claims. Regardless of what XXXX and USAA have agreed upon, it is my opinion that USAA promised to reimburse my airline fees and has not done so. I will upload documents that support my claim.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 617XX
Submitted Via: Web
Date Sent: 2016-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-05-16
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: We have a VA Guaranteed Mortgage loan with USAA since XXXX XXXX. let me number the problems we had and still have with them : # We told USAA is the lender and servicer for loan. But every time we have to call USAA, they made us deal with 3th.parties ( their servicer ) # XXXX We got a call from USAA in order to refinance our mortgage for lover interest rate. We told it will reduce monthly payment. And no out of pocket expenses from us. We agreed so. At the end of process, we have to wrote a check for {$80.00}. # We told " Mortgage insurance will finance with new loan ''. So we call them to make sure before we spend the refund mortgage insurance from old loan at XXXX time. Representative from USAA told us " Mortgage Insurance already build in to new loan ''. We spended the refund at XXXX time. Month later USAA turn around and ask us to make {$1500.00} Mortgage insurance payment. When we contacted them, USAA told us " There was a mistake or misunderstanding, We are sorry but You have to make the payment. My question was " since when we start paying for banks mistakes? '' # last and current one is ; We got online and schedule first payment of new loan for the date We receive my pension. Which is XXXX of each month last 6 years for old loan and this loan. We schedule as it is for XXXX of every month. Servicer of USAA try to take funds before the first ( as it schedule ) and payment decline. They are asking me to pay $ XXXX-Bad Check Fee-. We made all our payments on XXXX of each month and there is no reason for available fun before then to make payment. Why we would try to make such thing as they claim. Mistake of Usaa {$80.00} and {$20.00}, we would like it to refund and it is not fair to pay for {$1500.00} baking mistake and We have to pay for it. USAA did not build it in the loan, we told. And Usaa should pay for their own mistake, not us.
Company Response: Company believes complaint is the result of an isolated error
State: TX
Zip: 786XX
Submitted Via: Web
Date Sent: 2016-05-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-05-16
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: On Friday, XXXX XXXX, I overdrafted on my USAA checking account as I did n't move money over from my USAA savings account quickly enough. This of course is my error. My concern is that my USAA XXXX which is where my overdraft is linked to had the {$700.00} cash overdraft posted as of XXXX XXXX but the {$700.00} is still not deposited to the USAA checking account. When I called this morning and spoke with XXXX and XXXX, I was advised that because it was a weekend that the {$700.00} deposit would n't most to my checking account until Monday or Tuesday. I confirmed with XXXX as I suspected that interest begins billing immediately on the {$700.00} cash advance ( so as of Saturday morning ) yet I have yet to see the {$700.00} post to my checking account. I feel that this is a UDAAP violation. How can they charge interest on my credit card for {$700.00} when I do n't have the {$700.00} in my checking account yet? Seems like a control break in their process since they do n't appear to process certain transactions on weekends. This is not my issue and should not fall back on the consumer. I would like to ensure that I am not charged for interest until the {$700.00} is in my account. Which I am still waiting for as of the morning of XXXX XXXX ....
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DE
Zip: 19702
Submitted Via: Web
Date Sent: 2016-05-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-05-15
Issue: Taking out the loan or lease
Subissue:
Consumer Complaint: There are many on going issues with USAA SAVINGS in general. And so many unresolved even before the car loan issue from XXXX XXXX. What is the point in having car insurance and making payments if at the end of the day the things your covered for do n't get taken care of and the company can do whatever they want include going back and forth and telling you one thing and then something else the next. After the car accident, it was accessed that my co-policy holder XXXX XXXX would need XXXX XXXX replaced, there was a considerate amount of work loss, loss of property, and then the car itself. We were told by a mechanic that the car did not need be totaled the frame was not bent. Yet USAA totaled it and we were suppose to get help with another car from their AUTO CIRCLE PROGRAM. Well with all the mounting issues we had prior with USAA not coming through or doing misguided things bringing us a plague of dire issues we knew we could not take a chance and go hospital after wards even though there were some issues, Usaa likes to say yes, then surprise and pull out the rug and your stuck with all the things USAA suppose pay. From XXXX XXXX to XXXX XXXX tried to contact over all things suppose to be paid out, USAA does not return calls, we end up having to get a car 9 months later ourselves costing us an extra {$5000.00} more than we would of had to spend. And nothing on veneers causing health issues for XXXX XXXX. And nothing on rest of stuff owed even though we got a letter from CALI INSURANCE with letter from USAA stapled back saying all things USAA did owe. We got back to USAA and USAA one person said yes we owe you for car and XXXX and then a CEO said we dont owe you NOTHING. Then Usaa said oh hey WE WON {$2000.00} in arbitration for you against other insurance company go get the money, so we called, and XXXX said, I PAID USAA {$2000.00} a year ago. Then XXXX XXXX contacted USAA And they said oh we waiting to hear from XXXX XXXX XXXX, and we were like WHAT, WE HAVE PROOF the CEO SAID WE OWE YOU NOTHING AND THAT USAA REFUSED TO HELP US, so this was a slap in the face. And then DEPARTMENT OF BUSINESS AND INDUSTRY contacted USAA and USAA said WE TOLD THEM what to do to taken care of. Well if that were true I would not be writing this and would not had to contact other agencies for help. The wear and tear on XXXX XXXX mouth and gums from missing veneers not mention the appearance being in entertainment and such been hard on us both as well as the time consumed and lost over things that clearly USAA owes. Usaa reroutes calls, are rude, yell all the time so we are hyper nervous. They say they take care of something or look into it and months go by and no word. They drag their feet and go well over the allowed time an insurance company has to get back to you. They are smug arrogant and uncaring. They make you feel small even when your in the right. And they do what they can to avoid paying out what they are suppose to. In this case they made money on the car they totaled even though they paid balance of car off, they got that back from auctioning the totaled car. Then they won {$2000.00} at arbitration and they 15 years I was with them at about {$20000.00} paid in or more, so yes, and the deductible which was {$500.00} and we got {$100.00} back, so add it up {$20000.00} and {$2000.00} and {$500.00}. So yes they made XXXX off my money. money that was to insure me I be protected, but I was not and I lost a lot of time and the stress. Now XXXX XXXX looking to me for the money, and I am looking right back at USAA.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89104
Submitted Via: Web
Date Sent: 2016-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-05-15
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: Your Information Name : XXXX XXXX Address : XXXX XXXX XXXX XXXX XXXX . XXXX, XXXX XXXX Country : United States Email Address : XXXXXXXXXXXX Phone Number : XXXX Alternate Phone : XXXX Contact Preference : EMail Institution Information Institution Name : USAA Account/Product Type : Checking Account Address : XXXX XXXX XXXX XXXX XXXX, XXXX XXXX Country : United States Email Address : XXXXXXXXXXXX Phone Number : XXXX Institution Information : Complaint USAA has placed a CREDIT ONLY HOLD on my account since XX/XX/XXXX without explanation or correspondence of any kind, and after 5 phone call attempts on XX/XX/XXXX attempting to resolve and requesting why, every single representative refused to provide any information or advise why the account was on hold, other than to say the account hold should release on XX/XX/XXXX. Not released as of XXXX XXXX/XXXX/2016 Consumer Complaint Confirmation | Federal Reserve Consumer Help XXXX XX/XX/XXXX and called again today XX/XX/XXXX to request my account be closed since my XXXX direct deposits made on XX/XX/XXXX are still in a hold status and the representative said that due to the hold on the account they could not close my account and that I would have to call back in a week or so. Below please find my email I submitted yesterday XX/XX/XXXX : EMAIL SUBMITTED ON XX/XX/XXXX VIA ONLINE PORTAL TO CUSTOMER SERVICE : XXXX/XXXX/16 To Whom It May Concern, Received XXXX Direct Deposits on XX/XX/XXXX. Funds not available for withdrawal. Called and explained problem and was told " It appears USAA is exercising their right to no longer do business with you '' but could not provide a reason why other than to say its on a CREDIT ONLY HOLD pending account review. Transferred me to dept handling this and they also would not provide an answer, transfer me to a supervisor or offer to find out what is occurring and why I can not access my money other than the account is under review. I called back again, same run around. You have {$120.00} of my money held, without cause, or explanation. We carry numerous lines of Insurance in addition to our banking. I dont care why your analyst ( that can not be reached according to your XXXX. XXXX, that provides no customer service. ) placed our account on hold. I want a call back with an explanation, apology and release of our funds and position our account back in good standing ( given we have XXXX direct deposits actively depositing, not for you to hold ) within the next 24 Hours or I will close our accounts and cancel all lines of insurance tomorrow XX/XX/XXXX at XXXX PST. While I appreciate what your C/S agent informed me of, but actually in retrospect, I think we 'll exercise our right to not do business with USAA. I am a protected wartime veteran and am extremely concerned at the lack of service, resolution or customer concern. Look forward to speaking with you or shifting all our lines of coverage and finances elsewhere and will pursue higher levels of grievance and complaint. The lack of communication, understanding or support in the matter is unacceptable and shocking coming from USAA. Let me/us know if you still wish to have our business. Did I mention we are pursuing a $ XXXX house that we will be seeking VA Financing on and had HOPED to work with USAA on it. According to what I 've been told, USAA does not want my money or business. Appreciate your final determination ASAP. XXXX XXXX XXXX How can your complaint be satisfactorily addressed? I want a full documented explanation as to why my funds were held, the cause and my funds immediately released.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 856XX
Submitted Via: Web
Date Sent: 2016-05-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No