Date Received: 2015-07-30
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: I received notification from USSA regarding an automobile payment being more than 30 days past due, therefore it was going to be reported on my credit. USAA is stating that I made the payment on XXXX XXXX of 2015 ( which was two days past the 30 + days time frame ). I have called the company and asked for clarification as the payment was made on XXXX XXXX, 2015 ( one day before the cut off date ). The explanation given to me was that though I did the correct thing by making the payment the day before it was 30 days past due, they can not remove the credit reporting. Their reason is that because I do not have a banking account with them, but I do with a third party bank, it sometimes takes longer for USSA to process the funds. Despite a long telephone call, there was no resolve. I explained to them that I have no control over how their company financially operates, I only have control over when I made the payment and it was before the date they are claiming. I feel that this is a deceptive business practice and should be looked into further. There is no reason that my credit should have a blemish because of their practices, which I have no control over. I also asked if I made a payment that technically was n't late, but my funds were not processed by USAA before the date in which it would be considered late, would I get a late fee - and I was told yes. Basically, no matter what I do or when I pay, it 's when THEY decide to get the funds and they go by that date. This is not fair to the consumer. I was told that I would have to go through a long process with disputing this with the credit bureaus, which I do not have time for and should n't have to go through the hassle due to their " business practices ''.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29527
Submitted Via: Web
Date Sent: 2015-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-30
Issue: APR or interest rate
Subissue:
Consumer Complaint: I contacted USAA Bank to discuss the interest rate on my Master Card. My hope was that they would consider lowering the rate to help a customer pay down their balance. First, I understand this is their choice and had they said no because it was company regulations I would have been unhappy but accepted it. What they claim is that government regulations do not allow them to lower the rate. They said specifically that XXXX XXXX in the credit card act of 2009 does not allow. I read through that and it never mentioned lowering rates, only increasing them. In summary, my complaint is that they are misusing government regulations.
Company Response: Company believes complaint is the result of an isolated error
State: TX
Zip: 75019
Submitted Via: Web
Date Sent: 2015-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-30
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: My husband and I have been separated since XX/XX/XXXX. He is XXXX ( XXXX ) and goes through XXXX of running credit to see who qualifies him for a loan and when he gets qualified he acts like he won the lottery. He has been doing this since our separation. Now that his credit is maxed out and is no longer getting approved for loans he has gone to the extent as putting me on as the co-signer without me knowing. This happened two weeks ago XX/XX/XXXX with USAA. He ran an online application for a loan with USAA since he did n't qualify for the {$10000.00} loan he dishonestly put my social security number as a co signer. He got approved for the loan. USAA, very well known bank/insurance for military -- well they, never contacted me to inform or verify with me that there was a loan being processed under my name and I was the co applicant. I only got an email after the fact saying congratulations your loan has been finalized call us immediately if you did not apply. Well I have gotten nowhere with USAA. I placed a police report sent them everything possible to prove to them that I did not apply. I am trying to deal with this along with finding a full time job, take care of my child and get this marriage over and done with. I hope banks and credit companies understand that this is a serious issue. Just because one is married does n't mean one spouse has the right to run your credit without my knowledge, companies should VERIFY with applicants AND CO APPLICANTS. Apparently, he applied on line he e-signed everything and USAA never verified. Everytime I call USAA my account is locked for investigation " we can not open your account '' all the agents tell me I will get called 24-48 hours from today. This has been going on for two weeks now. I will never trust military banking for anything especially this one. It is used by many military and overseas as well and I am left to just wait ....
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 79924
Submitted Via: Web
Date Sent: 2015-08-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-28
Issue: Shopping for a loan or lease
Subissue:
Consumer Complaint: I purchased a car on Saturday, XXXX. I was pre-approved for a loan from USAA for a 48 month 2.5 % fixed rate auto loan. I went to the auto dealership, and they were able to offer me a 1.99 % fixed rate. I called USAA to see how to close out the loan I was pre-approved for, and to see if they could match or beat the dealer 's rate ( through XXXX XXXX XXXX ). The representative said since I had been in the XXXX, and I was a USAA member for 20+ years, he could give me a $ XXXX loan at 1.49 %. I was thrilled, and told the dealer I would n't use their financing. But when the representative from USAA told me the 5 year loan for $ XXXX would be almost {$500.00} a month that did n't seem right. After questioning the USAA representative he told me that there was a {$1200.00} origination fee for the car loan. This was not mentioned at the beginning of the process, and was far from transparent. That effectively added over 4 % to the interest rate, but was hidden as a fee. I 've been in banking for over 20 years, and knew enough to push back and ask questions. A brand new XXXX or a XXXX would not have known about the CFPB and what UDAP is. Perhaps USAA would have eventually clarified the fee and it 's impact to my loan. But hiding {$1200.00} on a $ XXXX loan is completely unacceptable. This materially changed the transaction, it was not disclosed, and it intentionally targeted military service members or former service members. I strongly believe this was an Unfair or Deceptive Act or Practice ( UDAP ). If this did not violate UDAP in the letter it definitely violated the spirit.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28078
Submitted Via: Web
Date Sent: 2015-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-28
Issue: Making/receiving payments, sending money
Subissue:
Consumer Complaint: I made a car payment to USAA federal savings bank in XXXX for {$570.00}, that 's a little above my normal payment. I later found out that the bank applied it to an insurance policy. I 've never taken an insurance policy out through USAA. They are now threatening repossession of my vehicle. They will not find the error, and correct it.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KY
Zip: 40509
Submitted Via: Web
Date Sent: 2015-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-27
Issue: Credit decision / Underwriting
Subissue:
Consumer Complaint: 1. USAA will not honor the loan rate offered to me telephonically. Mortgage rates and associated points were telephonically communicated to me and I made detailed notes of the call. I locked in the rate/point based on the telephonic quote. Written lock-in agreement listed different point level from the telephone quote and I made an immediate inquiry to USAA. USAA has delayed investigating my inquiry for XXXX days. USAA now asserts that the telephone call where prices/points were quoted to me was not recorded and, therefore, it will not honor what was quoted to me by phone. 2. USAA has declined to honor the closing date listed in the purchase contract. I have made repeated requests to have the closing date corrected, with no success. 3. USAA has taken advantage of the fact that I am single and a XXXX-time home buyer. When initiating the application process, USAA was made aware that a ) I am young and single ; b ) I have no realtor ; c ) I am a XXXX-time home buyer. When I received my application packet, I did not receive contact info for my loan processor ( I did n't even know I would have a loan processor assigned to me ). When I did receive contact info, I received only a first name and a telephone number ( no last name or email ). Phone calls were not answered, voicemails were not returned for at least XXXX hours. Loan processor did not alert me when documents were sent to me, and since I have not gone through this process I was not aware that documents would be sent by overnight courier to me that required immediate attention. As a result, the process has been unnecessarily delayed several times. 4. USAA will not work with me to resolve my issues/concerns. I made repeated requests to resolve my concerns/issues about closing date and points/loan rate with USAA and USAA has declined to work with me. The representative I spoke to indicated that the closing date is inflexible and that USAA would not honor the rate quoted to me by phone since they did not record the call. Further, the USAA representative chastised me by asking why I had not taken it upon myself to ask the questions about rate changes/required forms/process. I replied that every USAA representative I spoke to understood that I was a first-time home buyer, so how would I know to ask those kinds of questions since everything was new to me?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 770XX
Submitted Via: Web
Date Sent: 2015-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-26
Issue: Other
Subissue:
Consumer Complaint: I went online to USAA to get a secured credit card during purchasing the secured card online USAA 's system charged me twice and set up two secured credit cards when I was only trying to get one. I had to take time out of my busy work schedule multiple times to try and resolve this issue. After speaking to multiple customer service reps I was told this issue was resolved. Only to find out that not only has this affected my credit, the thing I was trying to repair in the first place, but now they are trying to charge me for the additional card that I never wanted in the first place for which they told me the issue was resolved. I tried to make a formal complaint to the executive office at USAA I called XXXX with executive resolutions 5 or more times and never received a call back for any resolution. This bank refuses to return my calls. This has put my ability to repair my credit and use my VA home loan for purchase of my families first home to a complete STOP!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32257
Submitted Via: Web
Date Sent: 2015-07-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-24
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I transferred {$200.00} from a USAA account to a XXXX XXXX XXXX account on XX/XX/XXXX. XXXX XXXX XXXX did not receive it until XXXX XXXX. USAA said there processing took 2 to 3 days even though it asked for a transfer date and I requested XXXX XXXX, 2015.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30349
Submitted Via: Web
Date Sent: 2015-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-22
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: On XXXX XXXX 2015, I deposited a check at USAA of {$1100.00}. Once deposited, {$500.00} was available on my account. The next day, I looked at my account and it stated that the check was on hold and my account shown a negative balance of {$490.00} was place on my account. When I spoke to the bank, they stated that this was a federal regulated hold that was randomly placed due to the longevity of my account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22192
Submitted Via: Web
Date Sent: 2015-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-21
Issue: Making/receiving payments, sending money
Subissue:
Consumer Complaint: I want to bring a few concerns of mine to your attention in regards to a stop payment request I made on XXXX XXXX and XXXX to USAA. 1. Lack of appropriate controls in place to ensure my stop payment request was placed on my checking account, costing me {$850.00} as a result,2. Working with representatives that ; a. Hung up on me when they became frustrated with my call, b. Provided me with false identification when I asked for a way to know whom I was speaking with for reference, i. I discovered this when I spoke with a manager who could not locate the agents notes or the agent when I provided the reference I was given,3. Unauthorized transactions on my account, a. I directed the last supervisor not to remove the stop payment fee as I paid for a service, to stop payment, the supervisor removed this fee specifically against my directionOn XXXX XXXX, 2015, I called USAA to request a stop on a check. I provided the representative with the check #, the name of the payee, and informed the representative of the approximate amount of {$880.00}. I told the USAA representative I was n't sure the amount was accurate. The USAA Representative informed me as long as I gave him the check # and the payee I made the check to, he would place a stop on the check. On XXXX XXXX, 2015, I called USAA back, to provide the exact amount of the check, which is {$850.00}. The representative informed me that it would take XXXX hours for the system to process and cancel the XXXX stop and the XXXX stop would set in. On XXXX XXXX, 2015 I checked my account and discovered the check had been cashed on XXXX XXXX, 2015. This was XXXX days after my last call with USAA to place a hold on the check. At this discovery, I called USAA and spoke with a representative who terminated the call unexpectedly. I called back and spoke with the manager and he confirmed the fault of USAA for not placing the hold on the check.. He informed that he noted my account and asked for my phone # for the Executive Resolution Team to call me in XXXX hours. The next day XXXX XXXX, I called USAA and spoke with the Executive Resolution Team, identified himself as XXXX. I explained my situation and XXXX was no help to resolve the mistake. XXXX stated, there is nothing he can do for me and he left me with no solution. I asked for his superior 's contact information and he said, he is the highest and gave me no information. XXXX said, he can credit me back the {$29.00} service and I asked him XXXX times to not credit my account. I informed him I do n't want the credit back to my account I wanted the stop payment service performed correctly. However, I checked my account the next day and discovered that XXXX disregarded my requests and still credited my account without my consent. This is just plain lousy customer service from USAA employees and there was nothing else I could have done to effect my goals. USAA failed and adding insult to injury refused to take any blame, responsibility or acknowledge wrongdoing beyond the failure to put in place the stop payment ( acknowledged by XXXX but denied by XXXX ).
Company Response: Company believes complaint is the result of an isolated error
State: ME
Zip: 041XX
Submitted Via: Web
Date Sent: 2015-07-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No