Date Received: 2015-11-18
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I opened several CD 's of varying lengths with USAA Federal Savings Bank. I was told that if I had to close them early, I would have a penalty. I asked how much the penalty was and was told that it depended on the length of the term of the CD. But in no case would the penalty exceed the amount of interest accrued on the CD. I called today to close the CDs, and was told that the penalty would be over {$5000.00} on an account opened less than five months ago. I told them this is not what I was told but they refused to waive the fee even though they acknowledged the representative gave me incorrect information. Ive been a customer of USAA for over 33 years, I would not have placed the amount in an account for a long term had I known that the penalty would include principle. I can understand charging a penalty for the interest accrued but not for the principle balance of the CD. Especially when they admit the representative gave me incorrect information. I have spoken to several people at the bank and they acknowledge that the represenative
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94506
Submitted Via: Web
Date Sent: 2015-11-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-11-18
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: I am having a problem with the USAA Federal Savings Bank in Texas over a mortgage loan. Earlier today, I sent an e-mail to the USAA CEO, which I will copy below. Late today I was called by a woman who identified herself XXXX. As part of that conversation, she informed me that if I did not sign and return by tomorrow, XXXX XXXX, a form accepting the points listed in my e-mail below, the loan would be cancelled and if I wanted to purchase a home I would need to re-apply for a loan.To : XXXX XXXX USAA CEOFrom : XXXX XXXX XXXX XXXX Member NumberXXXXXXXXXXXXXXXX ( Cell ) Subject : Failure of USAA live up to its ethical obligations related to a mortgage loan. I am a XXXX veteran who has used the services of USAA for 35 years. During this time I have been lead to believe that USAA operated on the principle that they expected my compliance with my verbal word, and USAA would live up to its verbal obligations. I have a current application for a mortgage loan. The loan # is : XXXX. I am using a Real Estate agent supplied to me by USAAXXXX On the morning of XXXX XXXX, I asked to lock in my interest rate and points. I did not write down the name of the people to whom I spoke as I assumed that the conversation would be recorded. My assigned person was not available. I ended up talking to a women who may have been XXXX. She offered me an interest rate of 3.75 % with XXXX a point for a total of {$420.00} for the points. I was pleased with that rate and asked her to confirm, she confirmed the rate and told me she needed to transfer me to another person. The male to whom I then spoke had trouble locating my loan documents. He finally was able to locate them, he said, after I gave him the loan number : XXXX. He asked me at least twice to confirm the rate and points that I had been quoted. I restated them as I have listed above. He then engaged in a conversation with people in the background. I generally was not able to understand that conversation. However, I did hear XXXX male say : " Go ahead and lock him in. " He then informed me that he was going to lock me in. I again requested that he confirm that I was being locked in at 3.75 % and XXXX a point ( {$420.00} ). Last Wednesday I received documents from USAA telling me that I had been locked in at 3.75 % and 1.75 % points, or {$5900.00}. Yesterday I was informed by XXXX ( ex XXXX ) of the following:1 ) I was believed to have made XXXX XXXX XXXX XXXX telephone calls. One was not recorded and USAA did not know if the 2nd had been recorded. 2 ) An entry was made in my records that the rate had been locked in on the morning of XXXX XXXX, but no entry had been made as to the percentage and the points. Today, XXXX XXXX, I spoke to XXXX ( ex XXXX ). She informed me that an entry had been made in my records as to the interest and the points at 1.75 % of the loan. All of this appears to me to be low level people attempting to cover their error. This places me in a critical situation. I clearly do not want to be confrontational. But, I expect USAA to live up to its word. I need your help. Please, XXXXSent early in the morning XX/XX/2015 To : XXXXXXXXXXXXNOTE : USAA has placed us in a bind due to an error. The reality is that I was quoted their rates for a VA loan, when I applied for a conventional loan. They made the error. I did not. Now everything about this purchase is at jeopardy. I did not know that the rate they quoted me was a VA rate and not a conventional rate. My wife and I would not and have not considered a loan with almost {$6000.00} in points. XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95841
Submitted Via: Web
Date Sent: 2015-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-11-16
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: In XXXX 2014 I was approached by USAA to refi my home. They told me I would have XXXX online access to my account. In XXXX 2014 I closed on the refi and paid all the closing cost. At that time I had the access that was part of the agreement. In XXXX 2014 I applied for auto insurance with USAA. During the phone interview I admitted to committing a felony over 10 years ago. I was denied insurance, that was fine. I have the mortgage payment automatically taken out of my checking and I pay XXXX toward principal. Well last month they took more than I authorized so I went on line to check why to find out I was denied access to my mortgage account. I called USAA and was told if I did not like it that I could go find another mortgage company and refi again. They bounced me around for over 4 hours and told me its my problem. Never once did they put someone on the phone with a straight answer. I can not believe they are treating me differ than all there other clients with mortgages. They keep telling me I can use the phone app and I have had XXXX techs on and still no satisfaction. I feel I am being discriminated against and I am not getting the services that they are supposed to provide to the account. I feel I am being penalized by USAA if I want to pay on my principal at any time and I can not do my online business with them as stated in them obtaining my mortgage. I served my country proudly and made a mistake over 10 years ago that I paid for. If at the time of me refinancing I had options with other providers and XXXX online access is part of all there promotions.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89123
Submitted Via: Web
Date Sent: 2015-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-11-16
Issue: Problems when you are unable to pay
Subissue:
Consumer Complaint: I lost my job for several months while I was XXXX. While I ended up finding a job, by the time I found it, I was showing and was offered a much lower salary. I had a car loan with USAA for a XXXX For XXXX that fell behind. I kept in constant communication with them and was told re-possession starts at 90 days. I got paid and was going to pay my loan at 86 days, but when I returned home from work, they had re-possessed my car, 4 days earlier than they said they would. They now want {$550.00} in re-possession fees, and they towed my car into another state, so now I will have to take unpaid time off work, or leave it stored for another 5 days until the weekend again. They refuse to let me speak with a manager or to release my car upon paying my debt in full with the exception of the re-po fees which I do n't feel I am responsible for since they told me I was okay to make a payment before 90 days and it would not go to the re-po department
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 201XX
Submitted Via: Web
Date Sent: 2015-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-11-16
Issue: Fraud or scam
Subissue:
Consumer Complaint: I wire transfered {$66000.00} to a marketing company as an investment for commissions on small business loans that close. This company described themselves as a Network Marketing Company. But never delivered any service or products promised. In addition, all the contacts and phone numbers have been disconnected. I do have the banking routing info and am requesting the person/ people connected to this account be tracked and stopped. I would like to receive restitution and damages.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33713
Submitted Via: Web
Date Sent: 2015-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-11-14
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I will begin with the fact that USAA is well known for manipulating their customers accounts. If you make a deposit or withdrawal they will move the dates in order for them to collect more fees. I actually have proof of this happening in my account. The most recent occurrence of my account being manipulated was on XXXX/XXXX/2015. I made an immediate withdrawal of {$1800.00} from a local branch which USAA partners with to obtain a cashier 's check in the entire amount withdrawn, similar to an ATM withdrawal but due to the amount it needs to be completed this way per USAA. However, my USAA account statement shows the withdrawal was made on XXXX/XXXX/2015 which is a significant deficit of days and cashiers checks are immediate. I kept all receipts of withdrawals to prove this. I also paid a bill which cleared after a deposit I made in the morning of the XXXX XXXX only to have it magically appear before the deposit, even though it was n't made until after the deposit was made. My next instance happened on XXXX/XXXX/2015 when I deposited via my phone a US Postal money order in the amount of {$310.00} in the morning at approximately XXXX XXXX it was later that day after my deposit which is immediate when made from the mobile device that one of my auto drafts for billing cleared. Once again my account was manipulated and my deposit was moved to after the ACH draft attempted to clear as to make it appear that no funds were available at that time so USAA in turn could charge me an overdraft fee. Then when my check which was written out to my housekeeper in the amount of {$85.00} cleared they once again manipulated my account and charged me not once but twice overdraft fees when you can clearly see on my account statement there were funds available and the check itself did clear the first time. When I spoke with a customer service rep, they told me they could not fix it because it was their computer who processes and they can only see the process. Now, if it is my money and I can see that enough is there to clear any debits or checks they can not do things behind the scenes in order to make more money. I am in the process of changing banks and I want the FTC to look into USAA and their practices as I am not the only service member who has experienced this. I want those fee 's refunded as there was money in my account and I also want their " system '' to reflect actual dates and times of transactions accurately. Again I have proof of all that I have alleged and would be more than happy to hand it over to anyone who wishes to see it. I want to ensure this stops happening to those of us that serve. Thank you
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 195XX
Submitted Via: Web
Date Sent: 2015-11-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-11-14
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: This number is from USAA. They call me between 3 to 5 times each day and i have recieved around 200 calls from them in the last 2 and a half months. I get calls from them first thing in the morning and get calls throughout the day all the way up to about XXXX. I have told them to stop calling me numerous times but they keep at it. Its rediculous how many calls i get from them just in one day. They need to stop.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NH
Zip: 032XX
Submitted Via: Web
Date Sent: 2015-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-11-13
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: They have made many erroneous statement in their response to the breach of security allowing unauthorized wire transfer They have yet to answer question given to them based on the Consumer Bill of Rights, the EFT Act, their own WUD, and their security measures intended to protect their military family consumers. In their response, they are accepting no liability, and denied ever telling us that we shared accounting number and USAA membership number. USAA responded that the unauthorized transactions did not occur because of their error and that the Automated Clearing House ( ACH ) transactions were originated by an external bank listing the correct USAA routing number and a valid USAA account number. It was XXXX XXXX of the Fraud Department, who told us, XXXX membership number was identical to our account number. We were told our account number, is identical to his USAA membership number. Each time we concluded a call with USAA, my notes on the calls were placed on the Consumer Finance Bureau complaint review update. They stated that his use of our account number, and routing number is what allowed him to gain access to our savings account. But, at USAA and other banking institutions, according to EFT Act and the Consumer Bill of Rights, it 's their responsibility to have additional security measures to prevent identity theft. It 's evident after each call made to, or from USAA about our identity theft, my notes of the conversation is countered with various banking laws. This causes USAA to change the reason for the error. The fact still remains that the day we contacted them of the theft, it should have immediately should have initiated an investigation. Ten day later, we, the consumer should have received in writing what happened, followed by two days for the FSB to rectify the situation. None of this happened. We were consistently told that these mistakes happen all the time. They have also used Account Clearing House ( ACH ) and Electronic Funds Transfer ( EFT ) interchangeably, and told us yesterday they are the same. I have educated myself on banking laws, and know while the results are the same, wire transfer, the process is different. EFT mainly deals with transferring money from XXXX account to another in an electronic way, while ACH Automatic Clearing House helps transfer funds between accounts and different banking institutions. As I have written in previous updates Automatic Clearing House ( ACH ) is used when people get deposits directly into their account, for example, from their employer. ACH is a means for Bank to Bank wire transfers. No fee is taken for receiving the deposits, while some banks charge for EFT. On the other hand, when funds are withdrawn or pulled from the account, this can be done through Electronic Funds Transfer. The Electronic Funds Transfer comes into effect when paying bills or purchases with a credit or debit card. When we first noted the theft, the withdrawal of the funds was noted as a debit. XXXX XXXX XXXX debited funds via EFT, while USAA returned the funds via ACH. USAA FSB states the transfer was via ACH, I can accept that, a Direct Deposit or Direct Payment transaction using the ACH Network was initiated, using our routing and account number, from an originating institution. The originating Depository Financial institution ( ODFI ), in this case is XXXX XXXX, entered the ACH entry at the request of the Originator. The ODFI collects payments from consumers and transmits them in batches at regular, predetermined intervals to an ACH Operator. What should have been seen by USAA FSB, and verified, is the security protocols that protects their consumers from such illegal transfers. The names on the accounts were different, this should have initiated a closer look for a search of an authorization for wire transfers signed by the FSB account holder.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30281
Submitted Via: Web
Date Sent: 2015-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-11-13
Issue: Making/receiving payments, sending money
Subissue:
Consumer Complaint: I am a USAA debit card customer. Recently, my debit account number was hacked, so the bank replaced my card with a new card. In the meantime, XXXX payees reported that they had not received their monthly payment. Payee A contacted me by email and I resolved the problem by giving them the new card number. Payee B contacted me by email and then sent an email saying that they had resolved the problem by charging my new debit card. I never gave anyone at Payee B or USAA permission to debit my new debit card account. USSA has reversed my charges and given me a new debit card. But there is no explanation for why the bank or the XXXX network allowed payee B to be payed with my new card. Finding out what I know has wasted hours of my time. It 's worse than dealing with a car dealer!! This is a form of customer harassment. Why do banks get away with this?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 857XX
Submitted Via: Web
Date Sent: 2015-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-11-12
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: On XXXX I called USAA Savings BankWhere I have a checking account to inquire about my account and why it was overdrawn. With no help or resolution on XXXX diffrent times I asked to speak with a supervisor finally I did. He was rude and I had to ask what his position with the bank because when the call was transfered. He just said hello how can I help you. I asked could he help gi over my transactions. He said you should know didnt you swipe your debit card. I told him was XXXX the mosr unprofessional people I had ever spoke with. He kept mocking me and would say he doesnt understand my question and he doesnt know how to help. I ended the call. About XXXX hrs later I went to go login to my account I was locked out so I called the number it instructed me to. The representive asked did I forget my pin zi said no. So she reset it. Then I asked who locked me out of my account online she said she didnt know and she would transfer me to the main customer service line. I did speak with a knowledgeable rep we went over all my transactions and posting dates. Just like a senior rep was aware I get paid weekly. I was informed my account had been reviewed for fraud but then it was competed. And she said someone put my account in a credit only ststus. She said when I get paid it should clear. She said my account was fine. On XXXX I logged into my account to see a pending/hold on my current balance. So I called in and was told my account is going to be closed and no explanation to why. So I explained to the rep I get paid every week. She said well I will get a check in 10 dsys when my deposit comes in. I explained to her I have XXXX small children. I hadnt done anything wrong is to why I cant access my money when I get paid. I asked to speak to a Supervisor he was polite but still of no help. He said my account was under review and until it is complete I have to wait. I asked why I never had any disputes or reported fraud. I get a simple pay direct deposited in my account each week. Its now Thursday and Im not allowed to simply withdraw XXXX the deposit amount was XXXX but USAA took the XXXX but still refuses to give me my money.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27609
Submitted Via: Web
Date Sent: 2015-11-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No