Date Received: 2023-05-03
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/2023 I was issued an email that I was to sign an Intial Disclosure package via docusign that stated my interest rate was 7 %. I sent an email to XXXX XXXX regarding this issue. I had locked my interest rate at 6.75 %. I was advised via email that once the Intial Disclosure package was generated that she did not have the option of changing it to the 6.75 % rate and that I was to sign the Disclosure package with the 7 % rate and at the time of closing it would be adjusted to the locked in rate of 6.75 % ( like this is going to be what I am thinking about the day I am signing on my new home ). Why was this package generated for me to sign before I had locked in my rate? On XX/XX/2023 I was advised via email that I needed to supply documentation on where my earnest monies of {$1000.00} dollars came from. I provided receipts for artwork that I had sold years earlier and that was money I had for a rainy day. This was not satisfactory to them. I had to ask the seller to modify our agreement and return the earnest money on the promise that I was still going to purchase the home. I was advised that another option was for me to repay the earnest money via a bank account that had the funds held by another financial institution for 60 days. I was also advised that I needed to provide a hard homeowner 's insurance policy. I had inquired with XXXX XXXX and received a quote, submitted that to USAA inquiring if this fulfilled all their requirements for me to accept this policy. There was no answer on that. I also received inquired and received a quote from USAA. I had contacted XXXX XXXX and told them I was going to accept their insurance policy, well XXXX XXXX 's policy is until I have a hard Signing date they can not issue the policy. That's fine. I had advised USAA that I was going through someone else, I have received several communications that USAA would " love '' ( that's a paraphrase ) for me to accept their insurance offer. I still have yet to receive a hard signing date as of XX/XX/2023. On XX/XX/2023 - The seller agreed to amend our contract to the rate of 6 % sellers assist from 4 % due to my home inspector advising the roof was going to need replaced soon. My real estate agent had inquired as to why USAA would not authorize this amendment of 6 % sellers assist. She was told " It's open to our interpretation ''. On XX/XX/2023 I was contacted by USAA about my Mortgage loan. I was told that I needed to submit the following forms : Divorce Decree - They found out I was married, come to find out they could have obtained a copy at the courthouse with my authorization or just called. I had to go an hour out of my way to and from the courthouse. Child care letter ( required by the VA, I get that regulations ) - On XX/XX/2023 - I was advised via email that I need to " Provide a signed and dated letter stating monthly child care expenses. If no child care expenses exist please provide an explanation. You may use the attached letter. '' Which I did in a timely manner. ( I can't confirm the date on the upload of that letter ). On XX/XX/2023 - I was advised that I need to resubmit this letter requiring that I " Provide a manually signed and dated child care letter clarifying the circumstances of the child care for the XXXX and XXXX olds. If there are no childcare expenses please provide the reason. For example if they are home with a relative, they are old enough to stay home alone, etc. ( letter must be manually signed/dated ) ''. I get the manually signed letter, VA requirement. However why was I not advised by my MLO before hand that this needed a " wet signature ''? I had already submitted a letter stating that I had no child care expenses due to my children being of an age they did not require child care. I had done a little research on this matter. There are no age requirements in the State of PA or WV of children staying home alone. I feel disrespected in this regard of my decisions as a parent regarding these children, and whose business is it where they reside when alone and who watches them? Also to the reference of their ages to identify them. On XX/XX/2023 - I was advised that I needed " Bank statement ( s ) showing sufficient assets to close estimated cash to close is {$2100.00} ''. This sufficient funds bank statement was sent after I had to ask for the seller to modify our agreement because USAA feels the documentation provided where my " rainy day '' funds had originated was insufficient and increased the estimated cash to close by {$1000.00}. I believe with the above statements that USAA is violating several rules, asking for way to much information on my personal decisions and wasting a ton of my time with resubmits of documents, forms and retrieval of Decrees that they could have done themselves. Not providing me with adequate information on all of the requirements of forms or documents until it gets to the underwriters which is the final step in the process. As a side note the day I sign this Mortgage contract, they will receive a stipen of {$25000.00} of tax payers monies.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 165XX
Submitted Via: Web
Date Sent: 2023-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-03
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I maintained two credit cards with USAA for many years. I had an XXXX XXXX XXXX. I received an XXXX alert that my XXXX XXXX dropped 110 points and found that USAA had reported me for delinquent payments. I never charged anything to the card or authorized charges, and they were fraudulent. I was also never signed up for electronic billing, and only signed up for paper bills. I found that USAA sent emails only to an out of date email address. I had previously updated my email address with USAA and received emails at my new address. I paid the bill in full and spoke with USAA customer service who told me they could not retract the credit reporting despite admitting that they used a wrong email, admitting that they incorrectly only sent emails as notifications, and did not call or notify me in writing. I was then told to dispute with the credit company, and that USAA would confirm the incorrect report. I then disputed the incorrect credit report to XXXX. XXXX then notified me that USAA had again incorrectly confirmed the " late payment. '' I contacted USAA again and they indicated there was nothing which could be done. I spoke with the highest manager possible, who refused to help. I then closed both credit cards, since USAA had fraudulently and incorrectly reported my account as late. I am an attorney, and informed them I would be making a CFPB report, and then bring a civil action for violations of the Fair Debt Collection Practices Act.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29229
Submitted Via: Web
Date Sent: 2023-05-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-03
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I created a USAA profile to see if I could qualify for their serivices. I didn't nor did i open any type of account with them. Just a profile, however they need me to give them my name, DOB, SSN, addresses in order to create a profile. Since i didn't qualify for their services i asked a chat agent to delete my profile. However they told me they can not. Now i would understand if i actually had a checking, saving, car insurance, etc but i don't nor did try opening any. So now they are holding my personal information XXXX. I should be allowed to delete my profile if i didn't open any accounts with them.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85706
Submitted Via: Web
Date Sent: 2023-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-04
Issue: Credit monitoring or identity theft protection services
Subissue: Didn't receive services that were advertised
Consumer Complaint: I'm not exactly sure what kind of account was opened but I have never opened an account with USAA. My husband died from XXXX XXXX afflicted XXXX since XXXX and he would have been the only one to open up a XXXX account. I also had a XXXX XXXX Account opened that XXXX XXXX has investigated and found that it was identity theft. I did not open an account at USAA or XXXX XXXX. since my husband died in XXXX, I have only had 1 regular bank ( XXXX XXXX XXXXXXXX ) and 1 business bank but never any XXXX XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30024
Submitted Via: Web
Date Sent: 2023-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-04
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: My debit card was stolen on XXXX and the person made 8 fraudulent charges i on the XXXX locked my card upon realizeing the charges, contacted usaa to report fraud as well as requested a new card. I also filed a police report with the hobbs new mexico pd and provided the report number to the customer service rep and uploaded pictures of the report number officer name and contact Usaa credited a tempory reimbursnent to my account but within 7 days reversed the credit and sent me a notice state the invesigative team decided XXXX fraud occured. I requested a appeal and supporting documents that show how the decision was made. They just state i can not contact the fraud team and they would submit a request But fail to provide a written response Customer service all states they can submit a appeal but the case is closed I supplued the police report suppirting documents a written statement but keep getting the run around This has happend to us as well with a money order stolen from our vehicle for XXXX dallors. They concmuded it was not fraud and reversed the temporary funds with no explanation even thoigh i requested one. This took place on XXXX fourth when i reported it.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: NM
Zip: 882XX
Submitted Via: Web
Date Sent: 2023-05-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-02
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: USAA credit card company has a policy that states : Per the Credit Card Agreement If your Account is eligible for our " Pay-Ahead Program, '' whenever you pay more than the Regular Minimum Payment, we may, at our option, permit you to skip some or all of your next two Regular Minimum Payments. When this occurs, we continue to calculate your Regular Minimum Payment, however the amount of the Minimum Payment Due displayed on the first page of your billing statement, on usaa.com, and on our phone systems is reduced by the amount you may skip. The full Regular Minimum Payment amount is always shown in the " Important Account Information '' section of your billing statement. Remember interest charges will continue to accrue in accordance with the terms of the Agreement. USAA is suppose to contact me via email to let me know my statement is ready for viewing and that I have a payment due. They have not been doing this even though enrolled per their website. They avoid telling me I have a payment due or balance which allows them to charge finance/interest charges without me knowing of my balance. No communication can be done via their website or email so that there is a record. I have always paid my balance in full- with this program- they stipulate I do not have a payment due even though my balance may be hundreds of dollars. As it states they may enroll me in this program WITHOUT informing me of it. My complaint is this is a devious attempt to charge finance/interest charges without the card user having knowledge of their balance and that the card user has not been informed of being enrolled in this program.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80120
Submitted Via: Web
Date Sent: 2023-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-03
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I was sent a fraudulent email that appeared to be from XXXX, banking services, that in order to release the funds to be deposited into my bank account in payment for product i had listed, i needed to refund the amount overpaid by the buyer to the XXXX account. Rather than return {$500.00} from the {$1000.00} refund purportedly sent to my account, however, the {$500.00} dollars was taken from my checking account with no payment deposit. I called the number on the fraudelent email to report the incident to find that i was speaking to a scammer, attempted to cancel the transaction, and was told that the funds were already available in their account and could not be returned. I have not consented to this money being taken from my account, and was simply returning an overpayment that i never received to my own account. USAA has not further investigated the fraudelent claim and the scammer- who took money from my account without my consent- is now withholding my money and i am being told there is nothing we can do to retrieve it, despite having all of their XXXX account information where the money had been sent in the first place.
Company Response:
State: MI
Zip: 49855
Submitted Via: Web
Date Sent: 2023-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-02
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I had multiple problems with fraud in my account at USAA and the last time, I moved all of my money to another bank. During this move, the bank ( USAA ) chose to no longer do business with me. During the money movements, my account became overdrawn. I missed canceling 3 transfers into that account and one direct deposit. With all of the money that I missed, my account is now in a positive status. Now the former bank ( USAA ) is saying that even though my accounts are positive, they will not return my funds until XXXX. I find this entire sequence of events to be reprehensible
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 335XX
Submitted Via: Web
Date Sent: 2023-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-01
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: XXXX purchased a new cell phone and went to add USAA to XXXX XXXX same telephone number and they locked our accounts. Not the first time that USAA has locked our accounts. It has been numerous time for ABSOLUTELY NO REASON. We currently reside overseas as military personal and have had a ridiculous amounts of holds on OUR accounts even after verifying in the app and text messages with numerous codes. This last incident our accounts were locked and were set up for credit only. After speaking to numerous reps and attempting to get the account unlocked. We were told that the department that can unlock our accounts is closed and it will take XXXX business days and 1 hour. There has not been any type of fraud on our account. They placed a hold on OUR accounts which affects our daughter stateside account as well because were on her account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AP
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-01
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Transaction for {$2500.00} to XXXX made on XX/XX/23 was fraudulently withdrawn from my Debit account via an online transaction. USAA has stated that the investigation results are deemed not fraudulent on XX/XX/23 and again on XX/XX/23 based on the availability of my name and address and phone number being given and correct when the transaction was completed. XXXX has submitted a compelling evidence response that states that I willingly participated in the valid transaction. Also that I have a history of other uncontested charges using the same purchase details, which is incorrect. I submitted a copy of my XXXX account that had a different e-mail address than the fraudulently used account - the only discrepancy.
Company Response: Company believes complaint is the result of an isolated error
State: KY
Zip: 40502
Submitted Via: Web
Date Sent: 2023-05-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A