Date Received: 2023-03-03
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I traded in my vehicle XX/XX/XXXX. USAA report my credit 30 days late XX/XX/XXXX when it was not late causing my credit to drop and they will not correct the problem. I submitted all required documents.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28376
Submitted Via: Web
Date Sent: 2023-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-02
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I'm a XXXX veteran and I'm the only person who get money sent to my account but my wife name is on the account with me. I get va and social security XXXX and they froze my account and took XXXX dollars from my XXXX XXXX moneybto pay for a old debt that belonged to my wife in a previous marriage and caused me to miss my mortgage payment. So now im out money and behind on my mortgage.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AR
Zip: 72023
Submitted Via: Web
Date Sent: 2023-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-02
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: XXXX XXXX ( XXXX # XXXX ), the loan officer assigned to my mortgage application, based on her incorrect understanding of VA regulations, deliberately falsified income information on my mortgage application before passing it to underwriting resulting in an unjustified denial and increased personal cost. Background : My wife and I applied for a VA Loan using my VA entitlement. My wife is also a veteran, but her status is immaterial to this instance as her entitlement is untouched. I am an engineer making roughly {$45000.00} annually and she is a XXXX making roughly {$54000.00} annually. We also receive VA XXXX of roughly {$3300.00} monthly between us. Total household income is approximately {$10000.00} monthly, after taxes. Our outstanding monthly debts total less than $ 2500 monthly and include an existing six-year-old mortgage on a house in XXXX, TX paid at {$1000.00} monthly, including taxes and insurance, of which I am the sole owner. I recently accepted a position in XXXX XXXX, Missouri and relocated to temporary lodging in that area in XX/XX/XXXX while I searched for a suitable home for our family. My wife remained in Texas at her current position due to contractual requirements and family preference. Our intent was to vacate and sell the Texas home during spring and summer of XXXX, generally the peak hiring season for teachers. While exact salaries would change slightly, there was never any intention for my wife to cease working and her marketability and income earning potential are both strong enough to lead a reasonable person to believe she would maintain employment. We decided to apply for a mortgage of roughly {$420000.00}. USAA claims to be unable to provide the exact information input on the mortgage application or what was eventually submitted to underwriting. However, the denial letter clearly states that the loan was denied for two reasons : excessive obligations in relation to income and temporary or irregular employment. Further investigation revealed that the information received by underwriting did not accurately reflect the realties of the situation, and instead relied on an incorrect and incomplete understanding of the rules and regulations set out by the VA. Issue # 1 : Our application was made as a VA joint loan despite not meeting the criteria for such a term. VA Pamphlet 26-7, Chapter 7, Section 1 lays out the applicability of joint loan considerations. Part ( a ) of that section specifically states the following : A loan involving a Veteran and his or her spouse will not be treated as a joint loan if the spouse is : not a veteran, or a veteran who will not be using his or her entitlement. As stated above, my wife did not use her entitlement meaning this loan can not be treated as a joint loan. Issue # 2 : My wifes primary residence should never have been considered. The occupancy requirements detailed in VA Pamphlet 26-7, Chapter 3, Section 5 apply only to those veterans whose entitlements are usedthats me. The cause for consideration was the treatment of the loan as a joint loan, contrary to established procedures, as spelled out clearly in the email between XXXX XXXX and myself. Issue # 3 : My wifes income was incorrectly listed as {$1.00} annually. This was done to capture that my wife would not be able to continue her employment in Texas and so her income will not continue. As stated above, this was never the case. VA Pamphlet 26-7, Chapter 4, Section 2, contains instructions on how to treat income, including special considerations for consideration of spousal income and unstable or truncated income. To be clear, there is no interpretation of these regulations in which a gainfully employed spouse should have their income discounted entirely on the basis of geographic position. Even if other negative factors such as employment length play a role, there are procedures for proration of income. While XXXX could have listed the correct income amounts and detailed the extenuating circumstances, she chose instead to list the {$1.00} figure. This is especially problematic because it reflects a loan officer exercising judgement apparently reserved for underwriting. During our discussions, I raised issue with the XXXX methodology, and cited the guidance in VA Pamphlet 26-7 several times. XXXX was adamant in her perspective despite ample evidence to the contrary. XXXX insisted that this was a VA Joint Loan. XXXX applied a fictitious primary residency requirement to my wife. XXXX took it upon herself to make a determination of suitability about my wife 's income. While I understand there was no guarantee of success with the mortgage application, Im fairly confident it would have been acceptable had the correct information been includedseveral other lenders raised no issue at all with our situation, and we have since been granted the mortgage. Instead, there was substantial time wasted in dealing with a loan officer who refused to accurately present our financial situation. The application was subsequently denied, and by the time I was able to apply with a more capable institution, interest rates had increased by XXXX basis points. This debacle directly caused an increased financial burden for my family.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-02
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: I was charged {$430.00} USD on XX/XX/ by XXXX XXXX company for a tow I did not request. I was a member of the residence and my property was towed at my residence. The charge was made on my USAA XXXX XXXX credit card and they rejected my dispute.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30047
Submitted Via: Web
Date Sent: 2023-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-02
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: XX/XX/XXXX XXXX XXXX via XXXX put a temporary hold of {$240.00} on my USAA checking account via debit card ending in XXXX. On XX/XX/XXXX XXXX XXXX debited the actual charge of {$170.00} and {$10.00} additional tip. Total of {$180.00} which is correct. USAA refuses to release the hold of {$240.00} and converted it to a debit. I repeatedly contacted XXXX and USAA beginning XX/XX/XXXX. On XX/XX/XXXX XXXX from XXXX confirmed the {$240.00} was a temporary hold and the amount should have been released by USAA on or before XX/XX/XXXX. I filed a dispute with USAA on XX/XX/XXXX and uploaded to their portal ALL the verification documents, including the XX/XX/XXXX email from XXXX that states the hold should be released and the 7 exhibits of proof. USAA kept saying they were waiting for the merchant to respond. On XX/XX/XXXX at XXXX XXXX ET XXXX from USAA said they had not released the hold and were not removing the debit. On XX/XX/XXXX I spent {$53.00} and overnighted all documentation to USAA including the 7 exhibits of proof. I reopened the dispute number XXXX with XXXX on XX/XX/XXXX. On XX/XX/XXXX I called USAA at XXXX XXXX to cofirm receipt of the overnight package and they do have it. I was told it will take another 7-10 days to review the dispute. Based on the proof, USAA should have immediately charged back the {$240.00} to the merchant AND now they should also reimburse the overnight fee of {$53.00} I paid to XXXX There were NOT two grocery orders and thus there are not two receipts for goods/services. My husband is a XXXX Veteran & this is causing he and our family mental and financial stress.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 46038
Submitted Via: Web
Date Sent: 2023-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-03
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: The issue involves an interest charge of {$160.00} with USAA VISA. XXXX XXXX XXXX ( XXXX XXXX XXXX XXXX Bill Pay submitted payment for {$11000.00} on XX/XX/2023 on my behalf to USAA VISA. According to XXXX XXXX XXXX the payment was delivered USAA VISA on XX/XX/2023 ( confirmation # XXXX ), before due date of XX/XX/XXXX. On the XX/XX/2023 USAA statement, I was charged an interest fee of {$160.00}. Discussion with USAA VISA revealed that they held the check and delayed acknowledgment of receipt until XX/XX/XXXX, resulting in the interest charge on a 'late payment '. My understanding is that this may represent a violation of XXXX Payments ' of CFPB, ( a ) General Rule, and ( c ) Adjustment of Account. A fair resolution would be for USAA VISA to remove the {$160.00} interest charge as they received a payment of {$11000.00} on XX/XX/XXXX but delayed deposit until XX/XX/XXXX, after the due date. USAA VISA offered a courtesy credit of {$25.00} but I do not feel that this action is acceptable.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 079XX
Submitted Via: Web
Date Sent: 2023-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-01
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I had made complaints about fraud when I was sick with XXXX 2 times last year. They gave ne provisional credits and yet reversed them. I continued to give them proof and they have fought me stating they either never got the proof or that it didn't matter since my card was being used. There was no way I could use my card when I was in the hospital. I called over and over and was transferred but never got any results. Now they're stating that I committed fraud by moving my money I did have over to a new bank account. I never committed fraud. It was committed against myself and now I am in this on going battle to have them balance out my account to XXXX so I can close on good terms and keep my current bank.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34668
Submitted Via: Web
Date Sent: 2023-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-28
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: This is a follow-up to complaint # XXXX. I still have not received the refund that USAA indicated I would be receiving as a result of their system error. I followed-up on XX/XX/23 but have not received a response.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: MI
Zip: 48168
Submitted Via: Web
Date Sent: 2023-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-28
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XX/XX/XXXX, my husband 's hotel room was broken into and his wallet and cell phone were stolen. As a result of this theft, multiple fraudulent charges were made on the credit card associated with USAA and debits were made from our USAA account. In addition to this a XXXX transaction in the amount of {$1000.00} was made to someone named XXXX XXXX. USAA reimbursed us for the debit charges and reversed the credit card charges but they will not refund the money STOLEN from us. We have reopened the fraud case twice and they have denied it once and have not responded to it the second time. We do not know who that individual is, have never used XXXX to send him/her money before and have NEVER sent that much money by XXXX previously XXXX Also that transaction occurred on the same day as all the other fraud associated with my husband 's cards. USAA is in violation of Regulation E of the Electronic Transfer Act of the United States of America and needs to refund our checking account the {$1000.00} that was stolen from us.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77845
Submitted Via: Web
Date Sent: 2023-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-28
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: We discovered pending fraudulent charges on our account ( USAA ) on the morning of XX/XX/. We immediately contacted the credit card company and gave them the information. They went through our recent charges and had us agree which ones were real and which ones were fraudulent. There were four fraudulent charges. They said they would be flagged and removed and cancelled our card and requested a new one. Since the charges were pending we were told they would just drop off and not go through. Well, two days later the two smaller charges dropped, but the two larger ones ( total about {$1600.00} ) were allowed to go through. We called again right away because our bill is due tomorrow, and we didn't know how much to pay because of what was going on with these charges that never were supposed to have posted in the first place. They told us that the person we talked to " accidentally '' didn't flag those two. We asked that they be removed right away so we didn't have these charges showing, have to pay interest on them, and so we would know how much to pay them since we pay the card off every month. They said they couldn't do that. I asked to speak to their " complaint department '' ( or whatever it is called- they told me they had a department when I asked ). They said they couldn't transfer me without me giving them my " account ID ''. I said " what are you talking about? What account ID? I don't even know what that is. '' I asked if it was a password. The operator said " no ''. Then I said " I don't know what ID you are talking about ''. And she just kept asking for my " account ID ''. I said I don't have that and don't even know what it is but am happy to prove my identity with whatever questions they wanted to ask. This went back and forth for a minute until I ended up just ending the call. They refused to let me talk to their resolution people once they admitted they " forgot '' to take off the charges and I was stuck with them until after my bill was due.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 70301
Submitted Via: Web
Date Sent: 2023-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A