Date Received: 2016-04-25
Issue: Billing statement
Subissue:
Consumer Complaint: My credit card made a special zero % financing offer that I accepted & then they charged me interest every single month. I have called them 3 times & each time they have told me they are in the process of the resolving the issue & that I should see a statement credit soon. It 's been 6 months & I have not. They have also switched this card from being a XXXX to a XXXX. I am worried that this will get lost & never be resolved.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22041
Submitted Via: Web
Date Sent: 2016-04-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-25
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: We are repairing our Kitchen and flooring under an insurance claim to address water damage. USAA, our mortgage company, is unreasonably holding our claim money and preventing us from paying our contractor. It was very difficult to get OUR money from them to even begin the work, and will only give us add'l money once we are " 50 % '' complete ( as they define it ). We have signed affidavit from our contractor, stating we are more than 50 % complete. The repairs were fix plumbing, mold remediation, fix floor, rebuild kitchen. Plumbing is fixed, mold is gone, approx XXXX sq feet of XXXX sq feet have been tiled and grouted, permits for kitchen pulled, appliances, cabinets, and counter ordered. They wo n't return our calls to schedule and inspection to determine that more than 50 % has been completed. They have been rude and uncooperative. This is OUR money ... we 've done nothing wrong. We 're just trying to get our house fixed. Because of this, we 've had to put most of the work on credit cards, incurring debt and having to pay interest. This is ridiculous. USAA has been more frustrating to deal with than our insurance company.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 333XX
Submitted Via: Web
Date Sent: 2016-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-24
Issue: Credit determination
Subissue:
Consumer Complaint: USAA Savings Bank, XXXX XXXX XXXX, XXXX XXXX, NV XXXX sent me an application for A XXXX USAA credit card. I filled out the information that they requested and mailed it back to them. On XXXX XXXX, 2016 I received a decision to decline my application which was purely pretext and false in XXXX of the reasons they used to decline my application including the credit score they listed. I believe I was declined because of my age and not the reasons that they listed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75060
Submitted Via: Web
Date Sent: 2016-04-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-04-22
Issue: Shopping for a loan or lease
Subissue:
Consumer Complaint: I applied for an auto loan when the 2016 model trucks came out from USAA Bank. Sent in all financial information and was not granted loan. Turned down flat. I believe it is due to my XXXX. Cleary there is enough cash flow in my personal tax returns when a skilled agent or licensed agent evaluates the available cash flow.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 188XX
Submitted Via: Web
Date Sent: 2016-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-04-20
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: On XXXX XXXX, 2015 I paid off my mortgage to USAA Fed Savings Bank, XXXX XXXX, TX. XXXX is the loan manager. After many calls and XXXX certified letter, neither company has produced a recordable loan cancellation notice to the Court House as of today ( a year later ). I constantly get excuses and different people at both institutions who say they will help, but they will not return my calls, emails or letters. I need help in getting this notice as it is holding up my mother 's probate.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AK
Zip: 995XX
Submitted Via: Web
Date Sent: 2016-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-20
Issue: Shopping for a loan or lease
Subissue:
Consumer Complaint: USAA advertised a 1.49 % 24-month new auto rate. I applied and was given a rate of 3.15 %. After calling, I was told that I was extremely qualified and they did n't know why I did n't receive the best rate. They then gave me a different rate, which was lower, but still not the top rate. I was sold I had a near XXXX FICO score, great income, etc. and no one was able to tell me why I did n't qualify for the top rate. I believe this is a UDAP violation and needs to be investigated.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21117
Submitted Via: Web
Date Sent: 2016-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-04-19
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: STATEMENT OF PROBLEM : We applied for a VA Mortgage Loan through USAA.com. We received a mortgage Pre-Approval letter from USAA. We sent an Offer to XXXX at XXXX XXXX XXXX XXXX XXXX, Mo XXXX, dated XXXX/XXXX/2016. We provided USAA with all the requested documents by the dead line XX/XX/2016. XXXX/XXXX/2016 we received a loan estimate ( extension agreement ) to lock the interest rate since USAA were unable to get the title cleared by the original closing day XXXX/XXXX/2016. The processor during this time were XXXX ( XXXX ) XXXX ext XXXX. XXXX/XXXX/2016 we received a voice message from XXXX XXXX XXXX # XXXX he is now our new processor for the loan. We were not provided details as to why XXXX XXXX were removed from the loan process. We were told our new closing date would be XXXX/XXXX/2016 as you know by now that did not happen either. XXXX XXXX received a call from XXXX XXXX requesting another loan estimate ( extension agreement ) on XXXX/XXXX/2016 since USAA will not able to meet the closing date for XX/XX/2016. The title company is working on the payoff figures. Now they are requesting statement from XXXX TSP account which we provided. We now have a new closing date for XX/XX/2016. We received a call from the title company XXXX XXXX XXXX on XXXX/XXXX/2016 advising not to show up for closing at XXXX because they have not received the closing package from the lender USAA. My wife spoke with XXXX on XXXX/XXXX/2016 and he did not inform her/us that the closing package has not been provided to the title company and closing we not be taking place as scheduled. He requested bank statement for 30 days which we provided. XX/XX/2016 XXXX request proof of my wife XXXX for 30 days. XXXX only come out each quarter. We provided USAA with 30 day history of my wife XXXX XXXX/XXXX/2016 Called XXXX at USAA to get a status updated for closing. We were told the underwriter now wanted an updated 30 day statements from my wife XXXX with her name and account number. My wife informed XXXX the website does not allow her to provide the account number from here retirement account but it will show her name and history transaction from XX/XX/2016 - XX/XX/2016. XX/XX/2016 This is the last email we received from USAA rep XXXX XXXX From : XXXX, XXXX [ XXXX ] Sent : Monday, XXXX XXXX, 2016 XXXX To : XXXX Cc : XXXX Subject : RE : EXTERNAL : RE : XXXX Ma'am are you having trouble obtaining that statement? We need to get the final approval from underwriting in the next few minutes in order to close tomorrow. If we ca n't make a decision shortly, we 'll have to postpone closing again at the cost of another lock extension fee. Please advise. XXXX XXXX XXXX, XXXX # XXXX | XXXX, USAA XXXX, Texas XXXX Office : XXXX ext XXXX | Fax : XXXX XXXX usaa.com | XXXX/usaa | XXXX/USAA If at anytime your needs or expectations are not being met please call XXXX ext. XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 63136
Submitted Via: Web
Date Sent: 2016-04-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-19
Issue: APR or interest rate
Subissue:
Consumer Complaint: I applied and received a credit card from USAA with a 0.0 % APR for balance transfers. After I was approved, I found out that balance transfers would be at 12.9 % APR. The day after I applied and was approved, I went online, and all mention of the promotion on the USAA website was gone. I called and asked them to look into what happened. On XXXX XXXX, USAA send a letter ( attached ) and said that they found the problem, and that they would now apply the 0.0 % APR to my balance transfers. However, because of the problem, I did n't make any balance transfers because I did n't want to pay the 12.9 %. The promotion ended in XXXX 2015, and now USAA says that I can not transfer any balances and receive the 0.0 APR. They said that regulations prevent them from honoring the original agreement and that I should have transferred the balance before the offer expired. All I want is to transfer the balance of another card and get the 0.0 % APR they offered when I applied for the card. I have banked with USAA for many years, and they have been an excellent organization until this incident. I have discussed the problem with XXXX levels of their customer service, and they have been sympathetic, but unwilling to honor the original agreement. If I had been able to transfer the money when I received the card, I would have saved about {$500.00} in interest that I could have used to pay down my balance ( which was the sole reason I for applying for the card ).
Company Response:
State: WA
Zip: 98026
Submitted Via: Web
Date Sent: 2016-04-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-17
Issue: Transaction issue
Subissue:
Consumer Complaint: Had a series of fraudulent transactions on my USAA Credit card. Unable to determine which ones were resolved in my favor and which ones were not. Charge reposted for ( {$360.00} ) on XXXX XXXX, 2016.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 023XX
Submitted Via: Web
Date Sent: 2016-04-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-15
Issue: Advertising and marketing
Subissue:
Consumer Complaint: Credit card offer online showed XXXX bonus points for spending {$25.00} or so, for about XXXX different purchases before a certain date. We tried signing up for the service online and it has come time for the bonus points to show and it looks like it has not worked. Yet I spent well beyond the bonus requirements. The online system for signing up for the bonus was not effective in working with my submission and success in meeting the requirements.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85258
Submitted Via: Web
Date Sent: 2016-04-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No