Date Received: 2015-07-04
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: USAA Federal Savings Bank was arbitrary and capricious in the issuance of a XXXX, Cancellation of Debt. They also do not follow IRS rules for issuing the XXXX USAA XXXX refuses to provide their policy in writing for issuing XXXX. I owed XXXX debts of equivalent age and both over {$600.00} dollars. XXXX accounts were charged off by USAA three days apart ; however, only XXXX account was issued a XXXX. In the XXXX, USAA indicates in Box XXXX they " discharged '' the debt and in Box XXXX they do not hold me " liable for repayment '' yet they continue to seek reimbursement. USAA also failed to comply with IRS " Specific Instructions for Form XXXX '' and provide the telephone number to the correct department on my XXXX as " CAUTIONED '' in the IRS instructions ( they did n't provide any telephone number ). This blatant hurdle to customers is only further exacerbated by their refusal to provide me their written policy or established business practice ( for ceasing collection efforts and issuing the XXXX ) as required by the IRS. Couple this with the numerous different explanations of why I received a XXXX and why I still must pay, you realize their customer service representatives ( CSRs ) are not reading from the same script ; in fact ; some CSRs indicated I did n't owe anything. What 's ironic is that when I first approached USAA about the XXXX, they asked that I fax them a copy of it! USAA 's lack of transparency, and their inconsistencies and unfairness in applying policies they will not put in writing is POOR customer service. I have paid in full the account that was not issued a XXXX. However, I refuse to pay a debt that was " cancelled '', then " discharged '', and that I am " not liable to repay '' as indicated on the XXXX. Besides, the XXXX has to be treated as income on my taxes and a loss on USAA 's.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77494
Submitted Via: Web
Date Sent: 2015-07-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-07-03
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I have XXXX complaints about USAA mortgage services. The first, I 'm concerned that I may have overpaid in interest. The second has to do with how USAA unilaterally applies additional mortgage payments to principal, interest and escrow, and the third has to do with their use of " mortgage servicers '' to manage their mortgages and their lack of accountability or responsibility to their members when using the " mortgage servicers. " For the first issue, I sent three additional mortgage payments that were to be applied to the principal only. In each instance USAA applied the additional payment to the principal, interest and escrow. I contacted USAA to correct the payments, with the exception of the last payment. I have n't yet been able to reach the " mortgage servicer. '' As interest is determined by the value of the loan, the interest rate and number of days, I 'm concerned that I 've overpaid in interest. I was assured by USAA that the payment corrections would be dated back to the date the money was received ; however, it does n't appear that the corrections were. The first payment was made XXXX/XXXX/15, but was not corrected until XXXX/XXXX/15. The second payment was made XXXX/XXXX/15, but the correction was not made until XXXX/XXXX/15. Unfortunately, because of my work schedule and USAA 's " mortgage servicer '' business hours, I 've not yet been able to reach them to correct the third payment. Additionally, the second issue, on the third payment, I made it very clear that the payment was to be applied to the principal only. I wrote in all caps and highlighted " PRINCIPAL ONLY '' on the check and money orders. I selected " principal only '' on the payment coupon and included the value that was to be applied to the principal. Still, USAA applied the amount to the principal, interest and escrow despite my express written desire that the entire amount be applied to the principal only. For the third issue. I contacted USAA about correcting the third payment and they directed me to their " mortgage servicer. '' The " mortgage servicer 's '' business hours differ from USAA 's business hours. So I called USAA back and explained the " mortgage servicer '' was closed for the day. USAA offered to give me the " mortgage servicer 's '' direct phone number so that I could call them directly when they were open for business. I explained to USAA its extremely difficult for me to contact the mortgage servicer because of my work hours and that my mortgage contract was directly with USAA, not the " mortgage servicer. '' I had no desire to work with their " mortgage servicer. '' The agreement with the " mortgage servicer '' was between USAA and the " mortgage servicer. '' My agreement was directly with USAA and I did n't want to contact a third party to correct a payment relative to the agreement between USAA and myself. USAA was unable to help and insisted I contact their " mortgage servicer. '' I sent an email complaint to USAA about it and received no resolution.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95682
Submitted Via: Web
Date Sent: 2015-07-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-01
Issue: Payoff process
Subissue:
Consumer Complaint: Hello. I have a past due credit card account with USAA. I have been making attempts to contact USAA for the past XXXX weeks in order to settle this debt. I have yet to reach anyone about this. I have waited on hold for up to an hour to speak to someone and I 'm still unable to get through. I recently received my XXXX rating from the VA. I have been diagnosed with XXXX from being an XXXX in the XXXX XXXX serving in XXXX, XXXX. My experience took a very big personal toll on my ability to properly manage my finances and personal matters. In addition, I was caring for my father who was at the time, a XXXX patient. My father was receiving XXXX from a result from his condition. This income was being used to manage our shared finances. He passed away from his condition and the XXXX payments stopped. I dealing with my father 's death and loss of income, I was not in the right mind to manage my personal finances. I could not afford the payments on this account and it caused it to charge off. I have not heard from USAA in the last couple of years in reference to this account. Now that I received my XXXX rating from the VA, I also received a large payment from them. I immediately set out to settle my debts. USAA was the first company I attempted to contact but I was unable to reach anyone. I have since settled other debts and now I have a little under XXXX XXXX dollars to settle this debt. My intention was to settle this debt for a reasonable amount but now this is all that is left. This is very unfortunate since I had the ability to pay this off and USAA was the first in line.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75230
Submitted Via: Web
Date Sent: 2015-07-01
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-07-01
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: My husband was reported to be in a guardianship to USAA Bank, but really was kidnapped. USAA bank held our direct deposit, and allowed 11 years of our money to be sent to the kidnappers. I provided an attorney name who tried to check out the so called " guardianship '' file from District Court a year later, and he said there was no file, and complete fraud. I asked the bank to contact this attorney, they refused. Magically a file appeared a few years later, so a person connected with the court was involved. A local State Senator told me we have a crime ring and it is headed by the Judge in the case. He was collecting names of others defrauded. Recently I contacted the XXXX who had received a diagnosis from this judge ( no medical license ) of me being permanently mentally ill. This was to prevent me from filing in the case, and to discourage an investigation by others. The XXXX asked me to have the successor judge null and void all actions and orders in the Case. The bank was sent the document filed, and is pretending they have no idea what the case is about. The order should be signed this week ( XXXX XXXX, 2015 ) with no opposition and no testimony. The case registry has no respondent and no defendant, in violation of the Right of Due Process for married persons..
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MT
Zip: 59901
Submitted Via: Web
Date Sent: 2015-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-01
Issue: Problems when you are unable to pay
Subissue:
Consumer Complaint: Like many of the military veterans USAA serves, I filed for bankruptcy. I immediately confirmed my intention to pay my vehicle loan in full. However, USAA eliminated online access to the loan and refuses to even send paper statements. The only way I 'm allowed to verify account information is to call a separate phone number that rarely works, apparently due to under-staffing in the bankruptcy department. USAA will permit you to set up monthly automatic payments for your loan, but a representative warned me that they do not stop the payments once the loan is paid off. After inexplicably making it more difficult for members in bankruptcy to access their accounts, the policy of accepting over-payments is tantamount to stealing from USAA 's most economically vulnerable members. USAA also blocks members who have come through bankruptcy from full online account access granted to all other members. I was told this was " corporate policy. '' Considering the unique financial challenges facing so many of our nation 's veterans, I would hope USAA would support ( rather than exploit ) members who go through bankruptcy.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21401
Submitted Via: Web
Date Sent: 2015-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-06-29
Issue: Cont'd attempts collect debt not owed
Subissue: Debt is not mine
Consumer Complaint: Debt collectors keep calling about a debt that I do not owe on, I told them numerous times to stop calling and they keep calling every hour, harassing me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29461
Submitted Via: Web
Date Sent: 2015-07-01
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-06-26
Issue: Making/receiving payments, sending money
Subissue:
Consumer Complaint: USAA staff advised us on XXXX, in XXXX separate phone calls, that USAA is now permitting all fraud activity on their members ' cards to be handled by a fully automated system. USAA further advised us that this system is completely autonomous and there is no human oversight or control. Therefore members ' cards will be subject to hold and suspension with no known cause or effect. This will cripple business and personal activity of those members who can now not rely on the availability of the credit and purchasing power given to them under the card members contract with USAA. This violates the following : USAA card member agreementState lawFederal lawTruth in lending lawFederal law governing internet and on line treansactions Personal civil rightsWe require USAA immediately reinstate a manual control over their fraud alert issues of all card members accounts before serious retribution and/or risk to USAA employees and public safety that could result in loss of life is reached. Under this current situation we have been forced to suspend all state to state travel as we can no longer depend on our credit cards being accepted at all locations we use for purchases to conduct our day to day business. As USAA can not know when, or for how long, or for what reason, alleged fraud activity by their automated system would shut our cards down ; we are forced to suspend operations. We can not jeopardize our staff, volunteers, or clients to the risk of an ambiguous automated system that would result in our staff, volunteers, or clients being held hostage by an out of control automated system. USAA 's unwillingness to correct this matter and provide proof of cause and effect is a form of extortion and could be considered an act of terrorism against us - a religious based operation. XXXX XXXX, Va.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 24017
Submitted Via: Web
Date Sent: 2015-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-06-26
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I deposited XXXX $XXXX checks into my USAA XXXX account Friday XX/XX/XXXX. I deposited an additional XXXX XXXX checks into my USAA savings account on Saturday XX/XX/XXXX. My account was locked after depositing the checks into my account Saturday XX/XX/XXXX. I was told by a representative that my account wold be on hold for 2-3 days. When I called back in on XX/XX/XXXX I was told my account was under review and that my account would be inaccessible until Friday XX/XX/XXXX. The explanation was that they were waiting to see if the checks bounced. On Friday XX/XX/XXXX I called the bank back and was told my account wold be frozen/in a credit only status until the checks returned. The checks will not be returned because I still have XXXX in the account that the checks were drawn from. I can see that USAA presented and received all monies from the checks on XX/XX/XXXX I offered to call the other bank and give them permission to discuss my account as well as the funds available in the account. USAA refused. They are going to hold over $10,000 indefinitely and I have no recourse. This is criminal, illegal, and downright sickening that they would treat a customer with no incidence of bounced or returned checks like this.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30274
Submitted Via: Web
Date Sent: 2015-06-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-06-25
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: I am a XXXX in Indiana. My client is getting a loan through USAA Bank. He is a veteran. This loan has been dragging on for close to 50 days. Now they need to extend the rate lock but want to charge my client {$9800.00}. It can not be rolled into the loan so it must come out of his pocket. They have not been expedient with this process. What do I do to protect my client????
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 46342
Submitted Via: Web
Date Sent: 2015-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-06-24
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: USAA through XXXX XXXX did not cover the replacement of shock absorbers on my XX/XX/XXXX XXXX XXXX. I purchased an extended waranty during the process of refinancing my vehicle. I believe USAA is guilty of deceptive advertising andam filing this complaint in an attempt to be made whole from this deception. On XX/XX/XXXX I obtained a loan from USAA for my vehicle. In those documents and during that transaction I reviewed the information on the web site for the extended vehicle protection plan ( " Plan '' ) and financed {$840.00} for that plan. I recently took my vehicle for servicing and it was determined to need new shocks. My understanding ( now ) of the suspension assembly is that in this vehicle the front uses XXXX Struts, while the rear uses shocks. The web site states the following : https : //www.usaa.com/inet/pages/extended_vehicle_protection_program_main_page? akredirect=trueWhat 's not covered? Extended Vehicle Protection may not cover repairs under thefollowing conditions : - If the repair is still covered by the manufacturer warranty or covered by a recall or special policy by the manufacturer. - For normal wear items such as brake pads, wiper blades, light bulbs and tires. - On vehicles with modifications not recommended by the manufacturer, i.e. useof oversized tires, header pipes or removal of any emission control system components. For moreinformation on what is not covered refer to the service agreement which XXXX XXXX mails to you when enrollment is complete. In addition under the section on details of what 's covered it states : https : //www.usaa.com/inet/pages/extended_vehicle_protection_program_details Upper and lower control arms and their shafts and bushings, ball joints, steering knuckles and spindles, stabilizer and strut or track bars and their bushings and links, coil springs, torsion bars and their mounts, leaf springs and their shackles and bushings, hub bearings and wheel bearings and XXXX struts . I believe if USAA does n't cover these shocks their advertising is deceptive because of the following : It is clearly stated what is not covered and " Shocks '' are not a consumable product and do n't fall into the categories above. - I only saw the web site and the loan documents before I signed the agreement for the loan and did not see this exclusion in the contract ( and still have n't actually as this contract is not in my USAA documents ). I never signed any contract. - Shocks are considered part of the suspension assembly and it states that thesuspension assembly is covered. After spending several hours talking to USAA and XXXX XXXX, I still have no resolution. The cost for these shocks is approximately {$430.00}.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 972XX
Submitted Via: Web
Date Sent: 2015-06-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes