Date Received: 2023-05-25
Issue: Problems at the end of the loan or lease
Subissue: Problem with paying off the loan
Consumer Complaint: Approval Code XXXX USAA Member Number XXXX Borrower Name ( XXXX ) XXXX XXXX XXXX - XXXX XXXX XXXX - XXXX USAA Federal Savings Bank XXXX XXXX XXXX XXXX XXXX XXXX Texas XXXX XXXX FUNDING REQUEST Approval Code XXXX USAA Member Number XXXX XXXX Name ( XXXX ) XXXX XXXX Form Number XXXX XXXX Dealer : Fax these documents to XXXX to receive funding We usually send the funds within XXXX business days of receiving all of the following documents. o This Dealer Funding Request form ( send as page XXXX ). o XXXX signed purchase agreement including any adjustments for trades and/or down payments. o XXXX application ( for each titled collateral ) listing at least XXXX of the above borrowers as a registered owner AND showing USAA Federal Savings Bank as XXXX holder according to the lien information below. The dealership agrees to submit all necessary titling paperwork to the appropriate State agency within 10 days of the purchase date. USAA Federal Savings Bank XXXX XXXX XXXX XXXX XXXX, PA XXXX In certain states, the lien filing for titled collaterals must include a XXXX code from the table below. State XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX GA XXXX Dealership Information Dealership Name : ( Include XXXX name if applicable ) Contact Name : Phone : Fax : Funding Information Funding information for a XXXX to XXXX vehicle Purchase Date : ABOVE IS MY NAME AND LOAN NUMBER AND AMOUNT i DECIDED TO BARROW To : whom it may concern I was a USAA sole account holder and vet for the past 14 years. Around XXXX XXXX I had a dispute with with usaa in the amount of XXXX $ Usaa closed my account and chargedoff my checking account without notify me that the account was closed and any money left in the account was their property. I lost my entire car payment which I had sent with the intention of paying my car note by transferring the money to the loan dept. in the amount of XXXX. I called Usaa in late XXXX to transfer the money to my car loan only to be informed your account was closed and we have no further records. Banks keep records I know this.. Now Usaa took the XXXX I had sent them then also charged me a late fee and charged me XXXX to be paid by XX/XX/XXXX and also will be sending another XXXX bill on XX/XX/XXXX. Usaa is upset and making it impossible for me to pay my car note. Are doing everything in their power to not allow me to pay my car loan mounting my debt to ensure a repossession of my vehicle. I have the funds and have called in to pay. Every time I call the phone number I get a promt says your verified Thanks '' XXXX '' with my name, then when I get a live representative he/she says they have additional security questions. Such as.. Where did you used to live. A, B, C, D or none of those. when I explain I have been verified they say well I dont see Anything on my end so unless you can answer these additional questions we can not allow you to speak with anyone about anything. Until you answer all our questions Correctly Note : These Are Not security questions I personally set up for an online profile. Usaa tells me they do not store this information and its public record. I have been asked my whereabouts during a time I did not even bank with them.. Also asking if Im related to persons possibly Associated with me or my account. When I cant answer to their satisfaction I am told to go check my records and they are ending the call. When I ask to speak to a supervisor or escalation department they say NO. Im ending your call Good Bye Call back later. I have called XXXX times since XX/XX/XXXX XXXX going to list this for your records DATE XXXX XXXX XXXX 1 time XXXX XXXX XXXX 3 times XXXX XXXX XXXX XXXX times XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 5 times TOTAL 16 TIMES IN 1 WEEK and Usaa also is forcing me to have suitable answers Including places and persons and vehicle 's I may or may not have owned that do not have any association with my current car loan from USAA or my current address. Also there are no local branches in the state of GA which I reside so I am not able to walk into a branch and attempt to pay my loan or speak with an authority. Again I have the funds and have asked on all XXXX calls in one week to let me pay my bill they refuse to transfer me and hang up ; in hopes by XXXX XXXX I get 3 payments behind so they can repo my vehicle. And be done all business with me. Furthermore I have been completely locked out of online banking and until I answer their additional questions so now, they refuse to let me pay my bill. Usaa gave me a loan and is refusing to let me pay my bill that way they can repo the car and I lose all funds invested this is clearly an unethical practice to generate profits for the bank at my expense. Im sure their response will be... We Take the Security of our customers very seriously so if a customer cant verify himself we reserve the right not to release any information.. Again I have been banking with USAA for the past 14 years Im very aware of the security measures IN Fact during the dispute period back in XX/XX/XXXX I updated all my pinn information got a new card and added a new verbal password. for my own protection. This is entirely about unethical loan practices. Please Consumer finance contact someone about this ASAP or I can guarantee I will have my car repoed due to USAA not allowing me to pay my bills on time. Which I have also been managing despite a career ending car accident in XX/XX/XXXX. I had informed Usaa about my physical state was well as my economic hard ship which they mentioned they have no notes or not aware of on my profile. Even when I called every month for the past 13 months to make them aware that I will be sending them a late payment. usually around the XXXX thru the XXXX of the following month. I follow up with a phone call for the past 13 months and explicitly ask them to take notes for the next representative to see leaving a paper trail to note on my account of my hardship due to my accident and the date which they should receive their XXXX usd for my car payment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30034
Submitted Via: Web
Date Sent: 2023-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-26
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: I requested USAA to send {$190.00} to my Home Owner Association account # XXXX on XXXX, 2022. See the attachment " XXXX '' which was provided by USAA mailed to me through US Post Office. It shows I requested to send to an account ending with XXXX. But, in the receiver 's receipt provided by XXXX XXXX XXXX, it shows this payment was sent to an homeowner ID XXXX. Because of this mistake, the XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) applied {$1000.00} in fines. In the past I called USAA numerous times for help resolving the issue. But, USAA was not able to do anything on my case.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 761XX
Submitted Via: Web
Date Sent: 2023-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-25
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: USAA Savings Bank Keep putting incorrect payment and lack of payment information on credit report. USAA also is placing incorrect addresses on statements. I would like my accounts to reflect currently. This is hurting my credit score as I attempt to buy a home.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78757
Submitted Via: Web
Date Sent: 2023-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-25
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX I initiated a transfer of {$1000.00} from my XXXX XXXX checking account to my USAA checking account. By XX/XX/XXXX the transfer was completed. Around this same time frame, a person with my bank information, was initiating multiple deposits totaling {$2500.00} from my XXXX XXXX account. However, the only actual amount I ever had in my wells checking was {$1000.00}. At this point my USAA looked like it had {$3500.00}. Before the bank could verify that the {$3500.00} actually existed, the same person with my bank information was able to successfully XXXX themselves {$2500.00}. After USAA determined that the excess {$2500.00} actually did not exist, it resulted in my account being over drawn by a total amount of {$1000.00}. By XX/XX/XXXX I called USAA to explain the situation. However, they blamed me for someone else having my bank information even though I had explicitly said that I had never given out my bank information. They also would not rectify the situation by not doing the following ; failed to reimburse my account for the {$1000.00} I had deposited, failed to keep my account out of overdrawn status and failed to freeze to my account after this situation occurred. On XX/XX/XXXX another transfer out of my USAA was initiated for {$500.00}. At this point the account was overdrawn by {$1500.00} and they decided to close my account. More importantly, I believe USAA has not taken the proper steps to not only ensure my funds were kept safe but that my identify was kept safe as well. Shortly after this, my primary account with another bank was compromised.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75204
Submitted Via: Web
Date Sent: 2023-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-23
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: According to USAA my account closed on XX/XX/2023, since that date I have continued to accrue monthly interest and late fees.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 958XX
Submitted Via: Web
Date Sent: 2023-05-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-24
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Dollar amount: Its hard to say because I think USAA misapplied a series of excess payments and has then bungled refunds and created transaction disputes I did not ask. The way USAA resolved the disputes it filed with itself (that I did not ask for or directly initiate) has led to additional issues where incorrect APRs are being applied yet again. The material amount I was owed at a minimum is a returned payment of $XXXX (minus the minimum payment of ~$XXXX) with a 5% annualized interest rate dating from XXXX. This was before USAA disputed transactions with itself and incurred additional interest and finance charges on my behalf. Im not disputing any specific transactions per se, but rather USAAs mishandling of my payments as a whole. Problem: I tried to take advantage of a 0% APR balance transfer promotion with 3% balance transfer fee from USAA. USAA deceptively and unfairly listed my balance transfer fees online at usaa.com as having posted on XXXX with the description BALANCE TRANSFER FEE. You can confirm this on my billing statement ending on XXXX. However, when I made excess payments that posted on XXXX and XXXX, none of those excess payments were applied to the fees. USAA claims that these fees are not truly assessed until the billing period ends. This meant that I essentially made early payments for nothing. I still had the full amount of the balance transfer fees in my minimum payment that was due for the period. Although USAA claims this is clearly outlined in their credit card agreement, it took over 8 hours on the phone with various USAA representatives for someone to be able to mention the part of the agreement that was germane (https://content.usaa.comXXXXXXXX XXXX XXXX XXXX XXXX). Most of the representatives either did not understand the application order of excess payments as outlined by the CFPB here https://www.consumerfinance.govXXXXrules-policy/regulations/1026/53/#53-b-Interp-3-iii-D or were confused about how USAA applied the fees. If even members of the resolution team struggle to understand USAAs deceptive billing practices, how can consumers be expected to understand them? Below is me outlining how a reasonable consumer might have interpreted the order of application of excess payments given that USAA stated explicitly that balance transfer fees posted on dates prior to the statement closing date. I wrote this before XXXX. If you look at the statement closing on XXXX, you can see that I made excess payments on XXXX and XXXX The balance on the statement closing on XXXX was $XXXX. I made payments of $XXXX for the statement that closed on XXXX. That means I made $XXXX of excess payments. I intended those excess payments to be applied to my 3% balance transfer fees which totaled $XXXX. Here is a link to the Consumer Financial Protection Bureau explaining how excess payments should be applied https://www.consumerfinance.gov/rules-policy/regulations/1026/53/#53-b-Interp-3-iii-D. This link basically says excess payments are applied to balances that have the highest APR first (after things in excess of the minimum payment). Some people on the USAA support team seem to think that the balance transfer fees totaling $XXXX have an APR of 0%. If that is true, please confirm it in writing so I can delay my payments of them. None of my excess payments were applied to any of these balance transfer fees even though some of them posted on XXXX, before my excess payments posted. I know this is true because on the XXXX statement, the minimum payment is $XXXX. This is $XXXX + 1% of the new balance ($XXXX). Because USAA misapplied the payments, I made an additional $XXXX payment that posted on XXXX I did this because I was worried that I was somehow beginning to accrue interest on the $XXXX I believe this $XXXX (minus the minimum payment of ~$XXXX) should be returned to me with interest. I would have put this $XXXX into a 5% annualized return savings certificate had USAA not tricked me. If I am correct, I would bet USAA has been misapplying excess payments and abusing many customers who have all been materially damaged. I also initiated my 2nd round of balance transfers on XXXX (the ones that posted on XXXX and XXXX which is why I made the excess payment of $XXXX on XXXX. I have spent over 8 hours on the phone with USAA customer support people who are unable to articulate why I am wrong. I actually spent over 4 hours consecutively speaking to a XXXX on the member response team (case number XXXX) about this around XXXX. I was supposed to get a call back explaining the resolution of the case. I received no follow up and had to call USAA myself on XXXX The supposed resolution as described to me today was not a statement on whether or not I was correct about the order of payment, but some muddled statement about how payments could not be targeted to specific transactions. It was described so poorly it was hard to tell but it clearly wasnt a real answer. It is ridiculous that USAA is unable to get a resolution on something so clear. My material damages are at least refunding the additional $XXXX (minus the minimum payment of ~$XXXX) I paid plus a 5% annual interest rate dating back to XXXX. Can I also be compensated for all the time Ive had to spend on the phone? If my excess payments were applied to the fees, why was my minimum payment $XXXX? If the excess payments were applied to the balance transfer amount correctly, please explain this in writing because I think that would conflict with the CFPB rule I cited earlier. I would like the resolution of this query in writing after someone discusses it with me on the phone at XXXX XXXX XXXX. On XXXX, I spoke with someone at USAA who pointed me to the credit card agreement https://content.usaa.com/XXXX XXXX XXXX XXXX XXXX which says the minimum payment due includes all the fees and some other stuff. As it was explained to me, the fees arent truly assessed (even though USAA says they posted) until the statement closes. By this logic, if I had paid the full balance due plus the fees so my new balance was $XXXX, I would still owe the full amount of fees in the minimum payment??? So if I had made an additional payment of $XXXX on say XXXX I would still owe $XXXX in fees for the minimum payment for the period ending on XXXX? Does that make sense to anyone? I said this practice of posting but not assessing fees was deceptive and I thought it was unfair given that USAA.com explicitly says BALANCE TRANSFER FEES posted on XXXX. Should I have reasonably known that even though BALANCE TRANSFER FEES posted to my account, no fees had actually been assessed yet? Updated on XXXX I spoke with a XXXX on XXXX who was extremely helpful and agreed that USAA made the process confusing. In particular, he agreed that USAA was basically making me waste a payment by not letting my excess payments be applied to fees that had posted to my account but werent assessed until the end of the payment period. He made a case for me (#XXXX). The result of the payment research requests seemed to be that I was refunded $XXXX. Im not sure why the $XXXX was refunded. I disagree with that being the correct outcome. I never received a call back about these results. I still think these results are incorrect. But even worse, USAA completely incorrectly handled the $XXXX refund. I ended up with an additional $XXXX finance charge on XXXX which has been completely unexplained. I also had $XXXX added back to my balance (which is fair enough) but it was added as a regular purchase, subject to a 16.65% interest rate. And because I have a balance transfer, this money immediately started accruing interest. So I received a $XXXX interest charge on XXXX which I just saw on XXXX. Unbelievable. This $XXXX should obviously be a part of the 0% balance transfer. I dont know how USAA manages to continue handling this balance transfer so poorly. I am currently speaking with an XXXX at USAA on XXXX. She is waiving the $XXXX interest charge. But there is still the outstanding issue that the $XXXX (technically $XXXX on my statement after payments I made were applied) is subject to the wrong APR. Im not even sure how this affects the minimum payment that I was supposed to make. Am supposed to make? And the errors just keep on compounding because I dont find out about things posting until my statement closes. But guess what? It wouldnt even matter because if I tried to make early payments, maybe USAA would claim the fees/interest charges hadnt posted and I would be falling into the same consumer fraud trap that I had to complain about in the first place. I just sent this complaint into USAAs Credit Card Services Address via the mail. I am also filing a CFPB complaint. I wont consider this issue resolved until someone speaks with me on the phone about why I am either correct or incorrect, or emails me saying I am correct, or mails me a check for $XXXX saying whatever they want. Ive spent over 11 hours on the phone with USAA and USAA either keeps on creating more errors or fails to notify me of any resolutions or explain any resolutions adequately.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-05-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-23
Issue: Problem with a lender or other company charging your account
Subissue: Can't stop withdrawals from your account
Consumer Complaint: On XXXX May 2023 0939 am Hawaii standard time I initiated a wire transfer from my bank to another bank in accordance with fraudulent escrow instructions I received. At XXXX Hawaii Standard time I was notified by my escrow officer that the $ XXXX wire transaction was fraudulent I called USAA federal savings bank at XXXX Hawaii standard time to cancel the fraudulent wire transaction and at that time they told me there was nothing that could be done that Id need to call back at XXXX Hawaii standard time to speak with wiring team. I called XXXX XXXX bank, to report a fraudulent wire transfer and they told me there was nothing they could do that Id have to contact them during normal business hours. They would/could not cancel the transaction on the bank account provided and could not look to see if the account information was impersonating The title company. At XXXX Hawaii standard time ( more than two hours after initial report ) I received a confirmation email from USAA that the wire was complete. They had more than two hours before the wire was complete to cancel the transaction and call someone in to support. They failed to prevent this from further action.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: HI
Zip: 96744
Submitted Via: Web
Date Sent: 2023-05-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-22
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I have already filed 2 complaints with USAA, and I filed one complaint with the FDIC, who referred me to Consumer Finance.gov. The FDIC stated they forwarded my complaint to your department. On XX/XX/XXXX, while my wife was sick with XXXX and Flu-B she transferred {$1100.00} into our USAA account XXXX XXXX, XXXX our XXXX bank account so I could pay our auto insurance bill with USAA. Also on the XXXX she unwittingly answered a spam call and quickly hung up. Later that same day someone named XXXX XXXX recived {$1000.00} out of our USAA account. Neither my wife, nor I know this person, and we did not approve this transaction. On XX/XX/XXXX, when I went to make our insurance payment, I noticed this money missing as well at other transactions which had occurred earlier in the day on XX/XX/XXXX : a transfer of {$1100.00} into our USAA account from we don't know where/ or who ; then four more XXXX transfers out of our account to people we do not know and obviously did not approve, {$200.00} to XXXX XXXX XXXX {$230.00} to XXXX XXXX XXXX {$500.00} to BrynGarrity, and {$570.00} to XXXX XXXX. Again we do not know any of these people, and did not authroize these transactions. When I spoke to a lady in the fraud dept for USAA she told me the transactions were initiated from my wife 's phone and were under an IP address associated with our physical address. She said the memo line stated 'puppies, ' and that this seems like an issue I'd need to take up with my wife, insinuating my wife used our auto insurance mone to purchase puppies. When I told the lady my wife did not spend money on puppies, that we already have dogs and have no desire for more, she became argumentative and insisted my wife is the cause of the missing money. She also stated USAA is not going to take responsibilty for the money their faulty security system allowed to be stolen from my account. Another customer service person I had spoken to previously stated this is a common problem through XXXX and banks can barely stay ahead of the criminals. Why do I have to go through insane security to speak to someone in customer service, but some criminals can easily steal money from my account? Then why is that theft blamed on my family when I, and my wife, are willing to sign an affidavit stating we did not authorize those transactions. Documents from USAA I received refernce claim # XXXX & XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28147
Submitted Via: Web
Date Sent: 2023-05-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-22
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Sir or Ma'am : In XXXX of 2022, we had a scheduled transaction series canceled without warning or explanation. This was set up to go from my personal account to our joint account. It has been doing this for years. Importantly, USAA says that ONLY the customer can cancel a transfer. They offer no explanation as to how this happened. We restarted the series. It did not go well. Somehow, starting the series results in a magical counter series. From XXXX to XXXX, {$2000.00} went into the joint account and then {$2000.00} came right back out. In each instance, we canceled the errant series and confirmed that it was canceled in the system ( i.e. not showing as pending transfers ). The next month it would pop back up. We contacted USAA after canceling the errant series the fourth time and USAA confirmed the problem. It was canceled on the consumer side but not on their side. Well, that is the problem. To date, many months later, USAA still can not confirm that the series undoing our actual recurring transfer is ended. It's impossible. In the last instance, this caused an overdraft. That incurred fees we would like refunded, particularly after USAA confirmed that canceling the errant series on our end was indeed NOT working. Instead of doing so, USAA has resorted to petty gaslighting and outright mendacity. According to USAA, for three months in a row, we set up the transfer we wanted and then immediately undid the transfer. Apparently, we are so unmoored from reality, that on the third instance, we did it and DELIBERATELY caused an overdraft on our own accounts. Worse, when reporting this, we were apparently trying to make sure it happened a fourth time rather than have the problem with the uncancelable transfer stopped. No amount of communication appears to have any effect whatsoever. Customers are apparently just moving money to an account for a day and then taking it back out for no other reason that to be mean to the bank. These guys are absurd.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 02021
Submitted Via: Web
Date Sent: 2023-05-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-22
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I deposited a US Treasury check on XX/XX/XXXX and it has not been posted to my account even though it is required to be next day.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 368XX
Submitted Via: Web
Date Sent: 2023-05-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A