Date Received: 2015-08-20
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: XXXX XXXX, 2015, USAA Banking Services phoned me to ask if I had authorized an additional credit card to be sent to an undisclosed address in Florida to which I replied no. They responded that they would cancel my existing card and send me a replacement.Upon reviewing my on-line acccount I discovered USAA had already sent the additional card to Florida on XXXX XXXX. I contacted USAA and told them of their mistake and they said they would correct their mistake. On XXXX XXXX they then expressed a second card to their bogus address in Florida, followed by a third card sent on XXXX XXXX. My attempts to discuss their actions over this elapsed period, as of today XXXX XXXX, has been been met with " someone will need to get back to you on this matter ''. No one will discuss my accounts, banking account, credit card theft, or other services. My on-line account reflects XXXX account number ( which I do not have ) and current Billing Statement reflects a different account which I do not have. At the present time I have no USAA credit card.
Company Response: Company believes complaint is the result of an isolated error
State: VA
Zip: 23188
Submitted Via: Web
Date Sent: 2015-08-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-08-19
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: My husband and I jointly owned a home together with a mortgage through USAA. As part of an agreement, I signed over my interest in the home to my husband and he was to re-finance the home in his name alone and hold me harmless from the mortgage. As I was XXXX military, I signed a specific power of attorney to enable my husband to re-finance the home in his name alone at the time I deeded my interest in the home to him. Instead of refinancing the home in his name in my absence, he refinanced the home through USAA in his name as primary borrower but also signed my name through the power of attorney as secondary borrower. My signature was listed and signed by him as power of attorney. USAA knew the deed was in my husband 's name alone as it was an exhibit to the refinance mortgage, but they never contacted me to verify whether it was my intentions to allow my husband to co-sign my name to a mortgage refinance in which I held no interest in the property. Also, I never received a copy of the mortgage from USAA. Subsequently my husband began the process to correct the situation by filing an assumption request for mortgage through USAA in his name alone on or about XXXX 2015. USAA acknowledged the receipt of my husband 's request to assume the mortgage and sent the attached letter on XXXX XXXX, 2015. After submitting the request to assume the mortgage in his name alone, my husband suddenly passed away on XXXX XXXX, 2015. I was the initial administrator of my deceased husband 's estate and I found the letter concerning assumption and immediately contacted USAA who notified me to send in the information they had requested from my husband and they would process the assumption as my husband had requested. I sent the requested information on or around late XXXX 2015. Instead of processing the assumption in the name of my husband estate per his initial request, USAA own its own removed my husband name who was the primary borrower off the mortgage which essentially left me as the only borrower for a property I no longer owned. I immediately notified USAA of the error, but it took several weeks and many calls and letters before USAA even returned the designation on the mortgage back to its original status by listing my husband 's estate as primary borrower. They however left my name as co-borrower despite the assumption request my husband had submitted before he passed way. On XXXX XXXX, 2015, my husband 's son presented my husband 's will to probate and was appointed executor. I immediately notified USAA that I was no longer administrator and provided the Probate Courts Contact Information and Executors contact information to file a claim for payment of a claim with Probate Court. Around XXXX XXXX, USAA removed the mortgage information from my USAA account online and ceased corresponding with me concerning the account. I assumed USAA was properly pursing the matter in Probate Court. Thereafter on XXXX XXXX with no prior notice, USAA reported a 2 month delinquency on the mortgage payments to the credit bureaus under my name which lowered my credit score from XXXX to XXXX. At the same time the mortgage information that had been removed from my USAA online account for approximately XXXX weeks was reposted. I immediately contacted USAA again and they admitted they dropped the ball in handling this matter, but to my knowledge they have not corrected the situation. Today I followed up with USAA and was told that they were not filing the claim with probate court and that since my husband signed my name as co-signer they were pursuing me for payment without first trying to collect from the Estate as primary borrower. I can not make the mortgage payments and do not want the house to go to foreclosure. The Estate has the funds to make the mortgage payments and satisfy the mortgage in its entirety, but USAA refuses to file the claim.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 36330
Submitted Via: Web
Date Sent: 2015-08-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-08-19
Issue: Forbearance / Workout plans
Subissue:
Consumer Complaint: I contacted the customer contact center to discuss alternate payment methods. I went through an interview process discussing monthly expences. At the end, they concluded the amount owed vs what the income was, was higher, but they could not lower my payment. When I asked how that made any sence, if they see obviously the gap in income vs debt, the gentlemen in the collection area became defensive and basically told me its my own fault im in the position I 'm in, and they ca n't help. When I asked to speak with someone else to get another perspective, he refused. So I asked for his name so I can discuss with someone in their executive area, and he stated it was n't necessary and hung up the phone. How am I supposed to work with my creditors to honor my obligations when they act in such a manor?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 196XX
Submitted Via: Web
Date Sent: 2015-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-08-18
Issue: Other
Subissue:
Consumer Complaint: On or about XXXX XXXX, 2015, I was made aware that USAA FSB pulled my credit bureau on XXXX XXXX, 2015 for a credit card application that I was/am a non-spousal authorized user. Per FCRA, this is not allowed. I advised USAA of that on XXXX XXXX, 2015 and was advised to fill out an " official USAA consumer complaint form, '' which I did and submitted to them on XXXX XXXX, 2015. On XXXX XXXX ( late per statute ), I received a response that they would not investigate my complaint as it was " frivolous or irrelevant. '' I want the fraudulent inquiry removed from my credit bureau. Thank you ...
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33040
Submitted Via: Web
Date Sent: 2015-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-08-17
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: I was a victim of the 2012 Government shut down. This was known as Sequestration Furloughs. I wanted to make sure I made sure every creditor know I was trying to address my accounts. I was made aware that USAA a company that I had my vehicle loan with was offering members that were affected by the furloughs was giving 2 months relief on their loans. I spoke to a service member by calling the XXXX #. I was informed that I would not have to pay my vehicle loan for 2months. After the two month period I started making my payments again. I notice after reviewing my credit report that the two month relief period was not honored and I was behind on my loan. I contacted USAA again and was told that I was not set up on this option. I have contacted USAA on multiple accounts to try to resolve this issue. I do n't not think it is my fault and not be punish for a representative giving me the wrong information.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30274
Submitted Via: Web
Date Sent: 2015-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-08-17
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: Subject : Request for Information : copy of my abortive VA Loan application paperworkBACKGROUND : I signed and returned a VA loan application to the Lender, but the financing fell through in UnderwritingPROBLEM : I asked by telephone AND emailed a request a copy of my VA loan application that I signed and returned and offered to pay any requiste fee ; but I was told " ... The application was not completed so the information contained on the application you filled out would be a working document for us. The application would have been finalized at closing and you would have signed in there.. '' EFFECT : Because my credit request was not approved, I would not be going to closing and there would be no other opportunity to get a copy of these important documentsSOLUTION : I would like Lender to send me a true copy of complete loan application that I signed. XXXX Cited : RESPA, the Privacy act and Dodd-Frank, as applicable. )
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33544
Submitted Via: Web
Date Sent: 2015-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-08-15
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: We opened up a checking account with USAA, after receiving a promotional email from them. We are members. My husband is XXXX Military and has been for 12 years. We set up his paycheck to be direct deposited. Within 24 hrs of this deposit, USAA withdrew our ENTIRE account and left us with a XXXX balance. When we called to question, they informed us it was for a " charged off debt from 2008 ''. We were completely shocked. Not only were we NOT aware of any prior debt to USAA, we have never heard of any of this until now. No written correspondence, not once has any of this ( alleged ) debt ever showed up on any credit report of ours, or has USAA tried to collect this ( alleged ) debt from us in the past. I pleaded with the customer service that this is a mistake, this is an error! We are disputing this debt as an error applied on our bank account. I pleaded with customer service that my husband ( XXXX military member ) is our only source of income, we have children, and need his paycheck to live! Taking all of our money will put us in a serious financial hardship where we can not buy food, pay utility bills, buy gas, and pay our house payment. I spoke with XXXX different people to try to resolve this, and nobody from USAA would reverse the wrongful charges or work with us at all until these fraudulent charges were figured out and proved, which is what I requested. Nor did they even seem like they cared. They wrongfully took all our money and we need it back. I am also disputing any supposed debt they say we owed them. There was no mention of this debt when we opened the checking account! We have been members of USAA for years and have XXXX USAA credit cards that have been in good standing for over 2 years with USAA, and never has USAA ever mentioned anything about ANY money owed to them! This is how they treat their service members and their family? We feel like we have been robbed and feel helpless. Someone needs to help us please!
Company Response: Company believes complaint is the result of an isolated error
State: GA
Zip: 316XX
Submitted Via: Web
Date Sent: 2015-08-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-08-14
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: My spouse and I applied for a home loan through USAA. I am a mobilized reservist currently on active duty. USAA issued a pre-approval letter and based upon that we looked for and found a home that meets our needs. We made an offer, which was accepted and currently are under contract to purchase the home. USAA had pre-approved us for {$250000.00}. The purchase price for the home is approximately {$230000.00}, well under the pre-approved amount. USAA subsequently rejected our home loan application and denied credit. However, during the application process, they provided a completed application form with incorrect data which we were advised by the loan processor to change and re-submit which we did. Also during the application process, the loan processor referred to us by XXXX different last names and provided a response that related to another person 's account, to include data related to that person 's home loan application. We provided all documents and information requested by USAA timely and completely. At the time of initial denial we raised concerns and asked for reconsideration. They reported to us that they re-looked at the loan then responded with a third reason for denial. However, at no time did they provide information with regards to the data they were using and whether it was correct. We have serious reservations as to whether they ever used the correct data to adjudicate our loan application. We also have concerns that they may have confused our account with another in light of the emails we received for other account holders. We also have yet to receive a written notification of denial, only XXXX informal emails. USAA representatives, to include management, are now unresponsive to any of our concerns despite professional and polite emails raising these issues.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 313XX
Submitted Via: Web
Date Sent: 2015-08-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-08-13
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I have an account at Usaa I called them on XXXX XXXX when XXXX had a data breacher with me being a federal employee I was advise to take procaution so i called them on XXXX/XXXX/15 asked them to close my account ending in XXXX. I open a new account ending in XXXX come to fine out they didnt close it and alot of ach payments tried to come through and they charged me XXXX for everyone that tried to come thruogh amounting in XXXX Now they have closed that account and put holds on all my other accounts with me not being to recive my direct deposit until that is paid
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93722
Submitted Via: Web
Date Sent: 2015-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-08-12
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: My wife and I found a home we loved,, which was listed for {$410000.00}. I called USAA, and we were pre-approved to borrow XXXX percent of a purchase price up to {$410000.00} ( loan amount up to {$420000.00}. ) Based on that representation, we entered into a contract to purchase the home for {$410000.00}. About a week after we submitted our package of paperwork and ratified contract, a USAA representative contact us and informed us that the underwriters now required a down payment of approximately {$25000.00}. We agreed. A day after our contracted closing date ( scheduling and timely communication were issues throughout this process ) USAA contacted us and informed us that the underwriters now required a down payment of approximately {$50000.00}. Past schedule to move into a home we had already set our hearts on, we agreed. I do not recall receiving a Good Faith Estimate, but at closing, the numbers used by USAA on the HUD forms as a Good Faith Estimate were about 15 percent different than the final terms. Again pushed further down the road, we again agreed to modified terms. USAA later sent us a check for about {$500.00} to bring the difference between their estimate and the closing numbers closer together. The letter blamed the large difference on a " clerical error, '' but contained no substantive explanation. I understand some numbers my change as this type of transaction finalizes, but we were sold a loan with zero percent down, than accepted a loan with six percent down, and then were finally pushed into a loan with twelve percent down.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 604XX
Submitted Via: Web
Date Sent: 2015-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No