Date Received: 2018-04-29
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: Account number XXXX I spend of 25 hours writing letters and dispute forms on line with USAA regard the address on my account was incorrect until after my credit report was marked late 30 days past due. I have spend over 10 hours on phone calls with all their levels of management and customer services departments. one of their customer services rep with their ODOC code XXXX documented the account thoroughly with notes on my account date XX/XX/2018 after speaking with the financial institution 's back in executive team in witch has gone no wear. the representative made it clear that after further and detailed review she requested in her notes to remove the 30day mark from my credit report. The financial institution has no regard or department that handles credit reporting issues and should be looked into further. USAA account number is XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 191XX
Submitted Via: Web
Date Sent: 2018-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-25
Issue: Problem with additional add-on products or services
Subissue:
Consumer Complaint: On XX/XX/2016, I obtained a XXXX personal loan through USAA. When I inquired on loan options, I thoroughly explained this was a joint loan and the other individual on the loan does not have a steady job history. The loan sales person listened to the information I provided and quickly responded with their debt protection option. I requested if this option would cover in the he was to lose his job for any reason, in which he responded, it would. Now, 2 years later, he is no longer employed as he has been incarcerated, leaving myself and my children a single income household, with no financial assistance from him or anyone else. I am very disgusted that a reputable company such as USAA would support such deceptive sales practices. I am a highly educated and intelligent individual and would never have made such a large financial commitment to USAA if I had been provided the correct information. He had sent me the information to my phone and I quickly signed and returned it. This illusion of protection has left me with a large financial burden that could cause me to lose my home. I currently pay about {$200.00} a month in loan repayment and now have no assistance from his income and no back up from the debt protection I was promised would support in this event. Upon contacting USAA and speaking with a superior, I received only an apology, a denial to pull the call records as they no longer exist, and an offer to extend one month 's payment ( Which they could not even do ).
Company Response: Company believes it acted appropriately as authorized by contract or law
State: ID
Zip: 83704
Submitted Via: Web
Date Sent: 2018-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-24
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: USAA has violated 15 USC 1692 by continuing collection activity after a cease and desist and 15 USC 1681 by failing to report complete and accurate information to credit reporting bureaus.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 765XX
Submitted Via: Web
Date Sent: 2018-04-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-24
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/18 at XXXX XXXX I transferred {$120.00} using XXXX through my bank account ( USAA ) for a concert ticket to XXXX XXXX XXXX and never heard from him again. Contact my back ( USAA ) for a refund they submitted a request for refund to his bank.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 43147
Submitted Via: Web
Date Sent: 2018-04-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-23
Issue: Took or threatened to take negative or legal action
Subissue: Seized or attempted to seize your property
Consumer Complaint: After I filed a complaint with the Consumer Financial Protection Bureau on XX/XX/XXXX, The original servicer, USAA bank had already started transferring the servicing of the loan to XXXX on XX/XX/XXXX. Once again trying to collect on a debt that they cancelled in XX/XX/XXXX. I am asking once again that their lien be removed because USAA has already collected over {$80000.00} from me in payments. I did not accelerate lien in any way. The servicer USAA canceled the debt before acting on the lien in XX/XX/XXXX generating revenue for me. They did not however release the lien. Now they are trying to seize my home with the lien by way of foreclosure, and simultaneously trying to collect the debt by transferring the loan to another servicer XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-04-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-23
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: I responded to a 0 % introductory credit card offer by mail from U.S.A.A Credit Union and was approved and accepted the credit card. Then I called back to inquire about additional 0 % credit card offers. The representative advised that I qualify for another offer which i took advantage of that one as well. I was led to believe that this was another 0 % card offering. I received my statement for both cards then I noticed that one of the cards had an interest rate of 21.15 % and had fees due in the amount of {$140.00} for interest charges based on the account activity. I was shocked when I opened my statement and saw these charges. I immediately called the U.S.A.A to discuss this. The process of dealing with these type of concerns was extremely complex and confusing. I spoke with a number of managers including XXXX on XX/XX/2018, XXXX XXXX, XXXX a Sr. Bank Analyst in the executive resolution department. I spent hour after hour on the phone trying to get this issue resolved. I requested that the credit union provide proof to me that the 21.15 % interest rate was disclosed to me during the telephone application process, and if the call was recorded. I finally received a phone called from a technical writer within the credit union advising that there was not a record of the phone call in which the application was taken so therefore it is Not an error on their part. The technical writer in which I do not recall her name also stated that the interest rate would have been disclosed during the balance transfer online process. I advised that the balance transfer that took place on my account was initiated by a third party ( my wife ), therefore disclosures were not where her emphasis would have been, she was just following my instructions to initiate the transfers in which I had already advised her that it was a 0 % intro rate to my knowledge. The technical writer
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 604XX
Submitted Via: Web
Date Sent: 2018-04-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-21
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: I agreed to settle the amount owed with USAA with their collection agency. The amount I paid was supposed to reflect on my credit report as PAID IN FULL. I disputed this with XXXX and USAA fails to acknowledge the settlement and update the status on all three credit bureaus : XXXX, XXXX, and XXXX. I want this to be removed from my credit report as agreed upon and will provide supporting documentation for this payment and agreement.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85298
Submitted Via: Web
Date Sent: 2018-04-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-20
Issue: Written notification about debt
Subissue: Didn't receive notice of right to dispute
Consumer Complaint: I contacted creditor USAA Savings Bank because I want to pay off this account in the amount of {$3400.00}. They told me another agency brought the debt, but the requested it back. They said they can not accept payments until the collection agency that has the debt sends it back to them. I believe this is illegal to do, since the account was transferred to a collection agency and now USAA Savings Bank has requested it back. I am eager to solve this matter, but they can not give me information on to whom I must send the payment to. Please advise.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PR
Zip: 00795
Submitted Via: Web
Date Sent: 2018-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-20
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: As a military verteran, I attempted to refinance my existing home loan with USAA XXXX XXXX. I initiated the process in late XX/XX/2017 and worked with XXXX XXXX. During the process, I provided extensive information regarding my income, debts and the value of my home. USAA completed an appraisal and provided no less than three good-faith estimates of my anticipated closing costs. At most, the estimates for closing costs were no more than {$5500.00}. Two days before closing, I received an " updated '' estimate that placed closing costs at {$64000.00}. XXXX XXXX refused to explain the discrepancy and blamed it on an " underwriting decision. '' She promptly closed my loan file when I refused to pay the {$65000.00}. I wrote a complaint to the USAA Chief Executive Officer, who referred the matter to corporate representative XXXX XXXX. XXXX XXXX admitted that XXXX XXXX had made an error and explained that my case " would be used in training '' USAA representatives. Beyond the error, XXXX XXXX declined to make any corrections to the loan file or otherwise assist me. I believe that changing the loan terms at the last-minute, without any chance to address these issues, constitutes predatory, bait and switch lending under California and federal law.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 92782
Submitted Via: Web
Date Sent: 2018-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-20
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: Credit Report Inquiry Made Without My Permission
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A