Date Received: 2018-01-29
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: On XX/XX/XXXX, I got an auto loan from USAA Federal Savings Bank ( " USAA '' for the rest of the complaint ). In XX/XX/XXXX, I paid this loan off IN FULL. I have a confirmation letter from USAA dated XX/XX/XXXX, and a " Lien Satisfied '' letter from USAA dated XX/XX/XXXX. In XX/XX/XXXX, I noticed a " charge off '' in the amount of {$180.00} dated XX/XX/XXXX from USAA Federal Savings Bank on my credit report. On XX/XX/XXXX, I called USAA. After 1 hour and 16 min, I was eventually routed to the correct Department : " Charge Off Recovery Dept '' XXXX XXXX ext XXXX. The representative XXXX was as helpful as she could be. She confirmed that my loan was indeed paid in full and she could not figure out why there was a charge off. She informed me that the USAA credit reporting dept could not be reached by phone, either by consumers or by herself. She stated she was going to initiate an investigation and she advised me to file a " Credit Report Dispute '' via the USAA website, which I did immediately. She also advised me that it would take approximately 30 days before any information was updated on my credit report and that I should check at that time. On XX/XX/XXXX, I called USAA Charge off Recovery Dept and talked to XXXX again. She informed me that on XX/XX/XXXX, the charge off amount of {$180.00} was " washed out and cleaned. '' She again advised me that it could take up to 30 days before this information was reflected on my credit report. On XX/XX/XXXX, I checked my credit report. The charge off by USAA was NOT corrected. I again called USAA Charge off Recovery Dept. This time, I talked to XXXX. XXXX confirmed that my account was " still in charge off status, '' but he could not provide me with any further explanation. I asked if I needed to make a payment to remove this charge off, but he informed me that I couldn't make a payment " because there is nothing to pay ''. He stated he was going to initiate another investigation and that if I would like to, I could file another " Credit Report Dispute '' on the USAA website. I told him what I would like is a resolution to this issue, and that I wanted to speak to someone in the credit reporting office who would actually be able to answer my question as to " Why was there a charge off when the account was paid off in full and the lien is satisfied ''? Most importantly, I told him that I wanted to talk to someone who could actually tell me what needed to be done to resolve this issue, AND actually resolve the issue, ie remove the charge off from my credit report. He informed me that " the back office can not be contacted by phone '' and that my only recourse was for him to initiate another investigation. I asked him to initiate the investigation. Why there was a " charge off '' when USAA sent me a letter stating " Your Loan Has Been Paid in Full '' on XX/XX/XXXX and another letter stating " LIEN SATISFIED '' on XX/XX/XXXX. How could I possibly have owed them any money?
Company Response: Company believes complaint is the result of an isolated error
State: DC
Zip: 20008
Submitted Via: Web
Date Sent: 2018-01-29
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-29
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: On XX/XX/XXXX I called USAA to get a deferment due to being impacted by Hurricane Harvey. I also spoke to them again on XX/XX/XXXX. I was informed that the deferment was in place. However later I found that it was reported to the credit bureau and I contacted the credit bureau notifying them that this was not supposed to be reported as a late payment. I also contacted USAA and was told that they saw where I called in about the deferment, it was supposed to be placed on my account and that I needed to fill out a dispute form from their website and mail it in. I did mail in the form and later received a letter stating they would not investigate my case because it was " frivolous ''. I immediately called USAA on XX/XX/XXXX and explained the entire situation. I was transferred to 5 different people and stayed on the phone over an hour. Nothing was done and I was given the run around. I want the XX/XX/XXXX late payment, which is by the way the ONLY late payment ever on my account, removed since it shouldn't have been reported in the first place.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-27
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: BACKGROUND : This complaint is regarding the USAA Limitless Cashback Rewards Signature VISA Card, which offers 2.5 % cahback rewards in all purchases as long as a direct deposit of {$1000.00} or more is made into one on USAA 's accounts every month. I currently do a direct deposit of more than {$2000.00} every month into my USAA checking account, so I fulfill the requirement to get 2.5 % cashback on every purchase. Back in XX/XX/XXXX, during Black Friday, I made multiple purchases with this card, all were paid at the 2.5 % cashback with the exception of TWO which did not pay me cashback at all : one transaction at XXXX for {$51.00} ( {$1.00} cashback ) and another at XXXX through XXXX XXXX for {$52.00} ( {$1.00} cashback ). The total cashback missing is {$2.00}. While checking my account a few days after the purchases, I noticed a discrepancy on my cashback total ( I keep track of what my cashback amount should be ), so I checked on USAA 's site and found that these two transactions were not paid cashback at all. I waited for like 2 weeks to give them ample time to see if it would reflect and nothing. On XX/XX/XXXX, I called the credit card 's rewards Department at about XXXX XXXX CST and explained the situation to a representative who acknowledged the issue and said that other customers were affected and that they were working on it. She gave me case # XXXX and indicated that I would see my {$2.00} cashback reflected within 1-2 billing cycles. I said ok and went on with my business. Well, today XX/XX/2018 has come and the second ( almost THIRD ) billing cycle closed yesterday, and STILL my cashback for these two transactions is missing! We are talking more than two months, or 1/6th of a year, after the transactions. I decided to call in again to the credit card 's rewards department and a Supervisor called " XXXX '' came to the phone. I explained my situation and she looked into my account and told me exactly the same reason ( excuse ) that I was given 2 months earlier : there were other customers affected, we are aware, we are working on it. I said that I would NOT wait any longer for {$2.00}, that it was unprofessional and ridiculous for them to be expecting the customer to keep waiting for SO LONG ( maybe a 1/4th of a year ) to pay his missing and justly earned cashback rewards! She essentially told me that there was nothing she could do and that I would have to wait, like or not. I got really upset, because she literally told me that I " would have to give us that time ( to fix the issue ). '' I replied that it was appalling that they were so bold as to tell a customer who was PROMISED a resolution by 2 billing cycles that he WOULD HAVE TO do anything! I said that when my payment is due, I do NOT tell them, hey, I can't pay right now so I feel that YOU WOULD HAVE TO give more time to pay! Their response would be, that is NOT how this works, so we are reporting to the credit agencies that you are LATE in your payment. So HOW can they get away with not fulfilling their promises by providing horrible customer service, not paying the cashback the customer is owed on a VERY reasonable amount of time, and then TELLING the customer he would have to keep waiting!? Are you kidding me?? I told the Supervisor that she could just give me a {$2.00} credit to my account and get it over with, but she said her company ( USAA? ) does NOT empower her to even make such small decisions to keep a customer with MULTIPLE INSURANCE AND BANKING PRODUCTS WITH USAA happy by saving him time and annoyance. Simply INCREDIBLE! This is a tale of a horribly HUGE company failing to do the small things. I am FED UP and TIRED of having to recurse to agencies like the CFPB in order to get assistance and help with such simple things. I literally feel like I have to call this credit card 's rewards department EVERY SINGLE MONTH, many times more than once, in order to have them FIX an issue with my cashback rewards to being properly paid. They are unprofessional and incompetent! It is simply incredible. I want my legally and rightfully earned cashback to be paid as it is supposed! Thank you.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: TX
Zip: 78254
Submitted Via: Web
Date Sent: 2018-01-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-26
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: There are a couple missed payments on my USAA card, i have since paid the amount due and late fees and the late marks have not been taken off
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30022
Submitted Via: Web
Date Sent: 2018-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-26
Issue: Lost or stolen check
Subissue:
Consumer Complaint: SEE CFPB COMPLAINT LETTER ATTACHED FOR WORD FORMAT OF BELOW. USAA Bank official/teller check request form faxed to USAA on XX/XX/XXXX@XXXX pacific time. Check amount : {$20000.00}. Payable to XXXX ( XXXX XXXX XXXX XXXX ). Lease Acc # ( see attached ) Payoff. Mailing request directly to : XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX NJ XXXX. Mailing method : EXPRESS MAIL with TRACKING. USAA tried to contact me to confirm check submission - No answer. I called USAA back on the XX/XX/XXXX to discuss why the check was not issued. They wanted to confirm details. All details were confirmed as correct and I expressed concern that the check had to be sent express, with full tracking and all available safety / consumer protections added. I agreed that there would be a mailing fee of {$14.00} for the Express tracking / postage. I was told that the tracking information would be sent to my email or posted to my account within one day. USAA says they sent the check. To date, they have not been able to provide any proof a check was even created, such as an image, check number, proof of post or postal tracking. In addition, USAA has acknowledged in multiple conversations since then, that USAA incorrectly issued the check and 'thinks ' they sent it standard post with absolutely no trace-ability at all. It was brought to my attention that the check was not received by XXXX on XX/XX/XXXX. XX/XX/XXXX USAA phone call ( minutes attached ) duration 101mins,18seconds. Summary : I was told they were not going to help until 90 days had passed. Spoke with Executive resolutions team member from USAA, XXXX, employee XXXX. Check status : un-cashed. confirmed it was sent out as standard mail incorrectly by USAA. Checked mailing address was correct. Was assured that the check was only cash-able by the company and non transferable. After being put on hold again while he spoke with colleagues, I was told my best option was to HOPE and PREY that the check arrives and USAA accepted no blame for incorrectly sending the check without tracking. Told that i would have to wait 90 days and then be able to submit a form as that's their standard procedure. XXXX made a conference call to XXXX XXXX XXXX XXXX XXXX. Cell XXXX. He told her, Due to a USAA error, the check location was untraceable and it was not my fault but they were going to do nothing to help for 90 days. XXXX said she would speak with her management to see what XXXX could do. Call end. XX/XX/XXXX. Phone call with XXXX XXXX ( see minutes attached ). 2 calls at XXXX for 12m,28sec and then at XXXX for 26m,31secs. Summary : She was pretending to be a skilled specialist manager. She turned out to be an employee of the skilled specialist team. She went through all the exact same points as the earlier call and it became clear that she was only trying to antagonize me with no offer or any type of solution being offered. XX/XX/XXXX 2nd call to USAA ( minutes attached ) Spoke with manager of skilled specialist team - XXXX XXXX at XXXX for 29 mins, 28 seconds. Summary : Told of how this bank error was destroying my livelihood because of a usaa error. Stressed to him that the check was address to a large corporate financial institution. He put me on hold and listened to the check confirmation phone call on XX/XX/XXXX and confirmed that I did request full premium express post with tracking. He offered to send the indemnification form that i could fill out in 70 days. He said that he would be looking into the matter further and contacting me on Monday to discuss what could be done. As of Friday, still no call back after a dozen different requests of multiple types of communicating via phone and facebook messaging. He also checked the faxed check request receipt and agreed that express tracking was requested with full tracking. XX/XX/XXXX USAA Phone call@XXXX for 40m,23seconds. ( minutes attached ). XXXX ( employee XXXX from executive resolutions team ( non-manager ). Summary : Reviewed all previous conversations and notes. He Agreed that USAA was at fault the the check was missing without tracking. Said he couldn't do anything at his level. I restated how this bank error is destroying my life, credit and put my car up for repossession. They told me that a Member Advocacy Specialist had been assigned from head office. They said she was involved with the CEO member relations. Gave contact details for Advocacy specialist : XXXX ( employee # XXXX ), phone XXXX with Extension # XXXX. Transferred me - technical difficulties from USAA, back to resolutions team. Call ended.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 92107
Submitted Via: Web
Date Sent: 2018-01-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-25
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: In XXXX 2016, I received an unsolicited call from XXXX XXXX at XXXX XXXX, XXXX. I was told about what they do and how they could help my online business, then he convinced me to buy one-on-one social media training and coaching for marketing, and a XXXX XXXX and XXXX business page design. This company was working in conjunction with XXXX XXXX on creating e-commerce marketing. ALL OF IT WAS VERY BASIC COACHING THAT WOULD LAST A MERE 5 OR 10 MINUTES, THEY WERE SUPPOSED TO DRIVE TRAFFIC TO MY SITE, NO SPCECIFIC DESIGN WAS CREATED OR GIVEN TO GENERATE TRAFFIC TO MY WEBSITE. I PAID thousands of dollars to them, and in the end I had to actually end of having to do the work myself and building a following something they were supposed to do. I did not receive the product and services as was described to me. I find that not only did they misrepresent and not provide the services, they knowingly mislead me into thinking I would be getting a website with marketing that was superior to my current online business, and their lack of efficiency ended up costing me thousands. PLEASE HELP ME GET MY MONEY REFUNDED AND HELP OTHERS NOT BECOME A VICTIM!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80014
Submitted Via: Web
Date Sent: 2018-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-25
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I made an additional {$1000.00} payment on my Usaa auto loan. Their website defaults to principal and interest instead of the full payment being applied to principal. That in itself seems very unethical to me. This payment was on top of my regular monthly payment. I tried their chat function to fix immediately with no luck and just spoke with a representative that told me the only way to fix the problem would be for the account to show a late payment as they would have to reverse the additional payment and reapply the whole payment to principal which would then show the additional payment as a late payment? That is very unethical and unfair. Their website should be corrected to default to principal only and this should be easier to fix .... without my only option being to show a late payment on my account balance. So unethical and inappropriate.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80134
Submitted Via: Web
Date Sent: 2018-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-22
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: My wife and I had to do a voluntary repot on a truck. USAA said they would auction the truck then allow us to make payments on outstanding balance. The day they sent us the payment arrangements, they also sent it to collections. They closed my wifes long standing credit card with them as well because it looked like we were in default on the truck without the chance to ever set up payment arrangements. My wife called USAA, they said they were sorry, they messed up bye sending it to collections but were unable to reverse the closure of the credit card. This reduced my wifes credit score bye over 200 points. We were told sorry, its our mistake but we cant fix it.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98373
Submitted Via: Web
Date Sent: 2018-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-22
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: In the last 60 days, I attempted to acquire a XXXX home loan from USAA. During the initial process I was asked to lock in a rate. What was not mentioned was that there is a penalty if not closed by the time the lock expires. This was not mentioned until after the rate was locked in and closing was approaching. I was offered the opportunity to buy my way into a better rate. A common practice these days that would be called bribery in any other dealings. The problem here was that the amount of bribe money ( points ) was not comparable to the amount of savings over the course of the loan. All documents requested were provided promptly and within the closing window. What would have been helpful is if the list of necessary documents and explanations were available up front. Once their list of demands from the underwriters was satisfied a new list of demands would come up. This happened several times and led to not making the closing date. One particular item of contention was the underwriter 's inability to comprehend investment withdrawal documents that spelled out money transfers and deposits. You would think this sort of thing would be easy for people that are required to track money all day every day. There are many things that USAA does well, mortgage underwriting is not one of them. No matter how all the process went there was always someone with their hand out wanting more money to make this loan happen. From paying for a better rate to paying for rate lock in that was exceeded because of them to paying to get a rate after being convinced to withdraw one application and start another in order to save money, just to have them try to take it back out of my pocket. There was an offer for zero origination fees that came up and would save me over {$1000.00}. What came up after the fact was the detail that it would cost me nearly that much or another 30 days waiting to get an interest rate. Every part of this process and any time I have dealt with home buying at all there is no end to the crooked money grubbing garbage that is passed off as legal process. Something needs to be done about the unending chain of paperwork and underhanded misdealing that these banks and financial institutions are using to get one over on XXXX and XXXX XXXX. The bottom line of this whole thing is that I would have paid this loan completely and timely. These buffoons simply screwed themselves out of all that interest money.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 435XX
Submitted Via: Web
Date Sent: 2018-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-22
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I am a victim of identity theft. I checked my credit report and found that this company has submitted a request to view my credit report without my consent. Whatever application that was submitted that caused this company to pull my credit was submitted as a result of fraud. My apartment was broken into and several identity documents were stolen. I have attached a copy of the police report I filed. I have NOT spoken to this company on the phone and any claims saying I have is not accurate. All communication regarding this inquiry has been through the CFPB.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A