Date Received: 2015-04-24
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I deposited my refund check from the IRS. My bank, USAA, put an 8 day hold on it with no notice. I set up auto-payments for rent, bills, etc based on receiving my refund. Now all of my bills will bounce and I will incur NSF fees, despite having over {$1500.00} in that account. I now have a {$0.00} available balance, despite the money from the IRS being in my account. I have been a customer for over 17 years.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AR
Zip: 72120
Submitted Via: Web
Date Sent: 2015-04-24
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-04-23
Issue: Taking out the loan or lease
Subissue:
Consumer Complaint: I obtained an automobile loan from USAA. During the telephone conversation to apply for the loan I was offered an extended vehicle protection plan which I purchased with non-loan funds held in a DDA account at USAA. The funds for the EVP were deducted from my DDA account on XXXX/XXXX/2015 the day I picked up the car. I had changed from one dealership to another, and from one car model to another and as such I called USAA to notify them of the new information and seek a new price on the EVP as I selected a different model vehicle than I had described during my first telephone call to obtain the loan. The EVP proved unacceptable for many reasons and I rejected it for a refund during the preview period during which the customer may review the documents. The vehicle loan was established using a check-like form presented to the vehicle dealer. The bank accepted the form from the dealer and funded the loan. The bank added as second ( with a different policy number ) EVP to the loan principal and obtained state doc stamps for the entire proceeds of the loan including this unwanted second EVP. Telephone conversations with USAA have proved fruitless. I have asked them to remove the second EVP they added ( they may contact the vendor of the EVP to rectify their error ), correct the loan amount and correct the doc stamps. They have failed to do so putting the onus on my to reach out to the vendor of the XXXX EVP and cancel it on their behalf. This would leave the doc stamp difference unresolved. USAA as an agent for the EVP has made misrepresentations to induce me to purchase the EVP. USAA failed to assist in obtaining a refund for the initial EVP. As it was purchased based on the EVP 's agent 's ( USAA ) incorrect plan description I felt it incumbent on USAA bank to assist in recouping the funds debited from my account at USAA. USAA improperly and without authorization added an unwanted product to a consumer loan in violation of the law. When notified USAA took no timely or definitive steps to remedy their error. Rather they insist the customer untangle the mess they have made. The number of errors, misrepresentations and the stonewalling by USAA customer service lead me to hold the opinion that this is not simple errors but a pattern of incompetence, a breach of fiduciary duty, and perhaps even fraud and I encourage the CPFB to investigate and take enforcement action.
Company Response: Company believes complaint is the result of an isolated error
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2015-04-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-04-21
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: Usaa Bank is always putting holds on my funds on purpose so they can collect nsf fees and I 'm tired of it ... .. They have also rejected payments of my bills when I had the money in my account
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78209
Submitted Via: Web
Date Sent: 2015-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-04-16
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: USAA has sent me a check due to overpayment of escrow on my mortgage loan. I deposited the USAA check for XXXX and the check bounced/was an insufficient check and my bank charged me a fee of {$22.00} and now USAA has resent me a check for the {$21.00} but not the bounced check fee of {$22.00}. Please contact me concerning this transaction and refund my USAA account with the XXXX for the bounced check fee. I have attached a copy of the reissued check but USAA has not refunded my bounced check fee of {$22.00}. I notified USAA that I will be responding to the CFPB Consumer Financial Protection Bureau on this action immediately. Thank you. XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MS
Zip: 386XX
Submitted Via: Web
Date Sent: 2015-04-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-04-16
Issue: Fraud or scam
Subissue:
Consumer Complaint: I booked a vacation rental on a well-known website ( XXXX XXXX ). The person who posted the vacation rental falsified the website 's documents and sent me an invoice that appeared to be from the website to pay by wire transfer for the rental. I sent the money via my bank wire transfer, and I referenced the company ( XXXX ) and the company 's address which I verified before sending. After I sent the money, XXXX XXXX contacted me stating that they received word that this person was scamming their customers by sending invoices that were not legit. It was too late at this point, my money had been sent. XXXX XXXX refuses to assist me in getting my money back as they say I have to book through their website, which I thought I was doing because I was paying XXXX XXXX directly. My bank tried to recall the wire, but the beneficiary refused. I do n't think a wire should be able to go through if the name and address that are referenced are not those associated with that account. There should be some sort of verification process that keeps that from happening. I am now scammed out of {$1000.00} and a place to stay on our vacation.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89052
Submitted Via: Web
Date Sent: 2015-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-04-16
Issue: Closing/Cancelling account
Subissue:
Consumer Complaint: On what I think Was approximately XX/XX/XXXX, I got a call from USAA telling me that I had an outstanding balance on a credit card that was closed in XX/XX/XXXX. The balance was for {$14.00}. They told me that the card originally had XXXX cents and had accrued interest over the last 8 years. I told them that I had closed that account. They said that it was their mistake and credited my account the {$14.00} and closed the account. I asked them if this was going to affect my credit rating and they said that they were n't going to report it to the credit agencies. the following monday I got an alert from XXXX XXXX saying that my credit score went from XXXX to a XXXX. Not only did they not contact me for 8 years to settle the account, but they assured me that the outstanding balance was their fault and that no credit reporting would occur. I feel that I have been unjustly treated and my credit score should n't be affected.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77389
Submitted Via: Web
Date Sent: 2015-04-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-04-11
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: My husband and I started the loan application process with USAA in XX/XX/XXXX for a purchase while he was on leave. We are going for a VA Loan and my husband is currently XXXX in XXXX State while I reside in XXXX and am taking care of all the purchase items. I am a real estate attorney and have worked previously at both a title company and mortgage company as In House Counsel and understand how the process works and what the regulations require. At the start of the process I had uploaded all of the standard required documents to the borrower portal on " my side '' of the portal. I then had a conversation with the loan processor that I will be handling everything on the file, both as the borrower and attorney, that my husband was away on active duty and had little communication and I had the power of attorney, my husband had also contacted the loan officer before returning from leave that she was to speak with me and that I would be uploading all the documents to USAA. Then we are told after a week goes by and I have still not received my initial disclosures ( come to find out these had been sent to a wrong address without a signature required with my Personal Private Information enclosed ) that my files was in suspense and would be terminated for failure to give required documentation. After several calls an emails, the loan officer called my husband who is on a ship out at sea, over me, and then returned an email stating that they called my husband after I was the one communicating with them and this was explained to them and they were in possession of the documents they were just looking on the wrong side. After explaining to the LO and several angry emails I finally got her to call me. We smoothed things over and the file started to go smoothly. Until the end when we were scheduling the closing, the appraisal was a week and a half late after the appraisal came into USAA, mind you I needed to know what was in the appraisal to get the seller to do the fixes on the property, which caused a bottle neck as the seller had to give up his XXXX weekend to take down a barn to get the appraiser back out to the property on Monday so we could close the following Monday. The appraiser came out Tuesday further delaying the file, and when the results came back that the changes were ok, the file which I had been told several times starting on XXXX XXXX was complete and nothing more was needed, with the exception of the " XXXX and XXXX '' statement on the day of closing, was moved into final approval. At this time the Closing should have been scheduled for XXXX XXXX XXXX. Then I recieve an email from an associate of the LO that the closing was put in for the XXXX by the LO because the contract extension said the XXXX. There were countless emails and calls both by myself and our agent stating that the closing should be the XXXX and the XXXX was a contingency date in case something went wrong. Now I am told the XXXX will be the date, and have to fight to get a rush closing, I finally think that we are all set with the XXXX as the closing date only to get an email that USAA never got my VOE for my prior employer, and they wanted a revised termite inspection because termite remediation was waived because it was not active,. I call my prior employer to whom I was In House Counsel and know the HR Department well to find out that USAA never called them even though at the start of this process I wrote a letter of explanation regarding the HR departments as my prior employer is a subsidiary of another and you have to contact the subsidiary not the parent for the VOE. They failed to follow this and contacted the parent only yesterday. I have had it at this point it is costing me money in rent, storage space, and causing issues with my job. There have been countless regulatory ECOA, TILA, RESPA violations on this which I have let g
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 02301
Submitted Via: Web
Date Sent: 2015-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-04-07
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: Reference Account : USAA SECURE CHECKING # XXXX XXXX/XXXX/2015 I spoke with XXXX, one of your reps, We spoke about the recent fraud that was being investigated on my account. Unfortunately the experience was one of the worst I 'd ever had. I was treated like I had committed a crime, I was accused, badgered, importuned, plagued, and also harassed. I 'm sure he knew he was speaking to an XXXX XXXX, by my tone. His actions were unprofessional, unsympathetic, and unprincipled, His discriminatory presentation has prompted be to make a complaint with the FDIC. I 'm a victim in this situation, and this situation has caused me to very agitated, My life was stolen. I called the bank, a well-known organization to establish the status of the case and was treated like I was from XXXX!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33313
Submitted Via: Web
Date Sent: 2015-04-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-04-07
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: Dear CFPB, Once again USAA/MasterCard has brought unwanted problems into my life by providing, without my permission or authorization, updated credit card information to vendors for credit/debit cards which I and/or USAA have CANCELLED. The latest debacle is playing out now. I 'm on a XXXX to XXXX, Texas. I arrived yesterday and rented a car from XXXX at the airport in XXXX, TX. Today, I checked my USAA checking account and discovered XXXX ( XXXX ) unauthorized charges from XXXX for {$310.00}, a total of {$630.00} drained from my checking account. " How could this be? '' I 'm on official travel and made the reservation through XXXX who should have charged my government VISA card for the car rental. What happened? Well what happened is this. I 'm a XXXX and XXXX ( XXXX ), yes XXXX debit cards ago, I entered my personal USAA debit card into my XXXX profile. I never, ever provided my personal debit card to XXXX for this transaction because it was a business trip. However XXXX " pulled '' my new credit card information and charged my debit card, not once, but mistakenly XXXX ( You can get the details from XXXX XXXX ( XXXX ) XXXX, billing supervisor, XXXX XXXX XXXX, XXXX, OK ). Bad on XXXX XXXX for charging the wrong card and charging it XXXX and they are correcting the problem. But the bottom line is this ; none of these problems would occur if USAA would stop providing canceled credit/debit card information to vendors without my permission. Regards, XXXX XXXX ( XXXX ) XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98387
Submitted Via: Web
Date Sent: 2015-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-04-06
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: My mortgage processor with USAA, XXXX XXXX XXXX emailed a completed VA form with my social security number, date of birth, full name and address prefilled on the form without any read protections or encryption since she felt it would be faster than using USAA 's encrypted banking website to send the form. USAA 's own internal company policy prohibits emailing of any mortgage forms because of the risk of identity theft ( as stated to me by another representative earlier in the mortgage process when I requested a loan pre-qualification letter ). Despite XXXX XXXX claims to the opposite, the email was not encrypted and she feigned ignorance of how encrypted emails work by stating that USAA 's networks are encrypted and thus all emails are as well. Her deliberate act to email a VA form with my personally identifiable information ( PII ) via an unsecure email without any document protections ( such as requiring a password to open the file ) has exposed me to the potential for identity theft now. Beyond this issue, throughout the mortgage process USAA refused to honor my wishes to contact me by telephone instead of by email, causing delays in providing documentation. USAA also failed to explain the process in which mortgage officers are appointed and how you may not have the same officer if you have to cancel XXXX application and begin another. The quality of the mortgage officers varies widely with some apparently completely unable to read a customer profile ( I am not married, but XXXX XXXX insisted I was XXXX and asking to have a new officer assigned becomes an adversarial event between the customer and a manager. Management of these officers is similarly terrible with promises not being followed up on or even phone calls returned requesting help. I do not intend on ever using USAA for future mortgages and I would not recommend them to anyone either.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 43054
Submitted Via: Web
Date Sent: 2015-04-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No