Date Received: 2016-12-26
Issue: Identity theft / Fraud / Embezzlement
Subissue:
Consumer Complaint: I have been victim of identity theft at USAA. Someone has stolen my SS # and made a fake DL to open XXXX fraudulent credit card accounts and a bank account under may name. I have sent everything USAA has asked me to send from day one, since 4 months ago, and have hadXXXX lengthy follow up calls with them to date. Every time they say all is cleared but they fail to confirm to me by writing or email and report to the credit bureaus. Please see my last correspondence to them by certified mail, attached. This has been a nightmare for me. The situation is very suspicious and concerning as there are reasons to believe that the thief is potentially either internal to USAA or has a good line into USAA! Please help!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2016-12-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-12-24
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: On XX/XX/2016 XXXX was contacted via telephone to have our accounts closed. The representative on the phone stated that this will happen once the account has a zero balance. The representative proceeded to reverse a bank fee to bring the account to a positive balance then assured us that the account would be closed. We proceeded to receive a check for the full balance of our brokerage account via US Mail. At this point, upon checking we found that our other accounts were still open and instead of having a zero balance, the checking account was negative. We proceeded to contact XXXX via telephone only to be told that the account was n't closed due to the balance that was positive when we initially called, now being negative due to XXXX fees charged. When XXXX was contacted most recently on XX/XX/2016, the representative first stated that the account was not able to be closed due to the negative balance from XXXX 's fees. Towards the end of the call the representative claimed the we never contacted XXXX to have the account closed, which is 100 % incorrect.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 08016
Submitted Via: Web
Date Sent: 2017-02-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-23
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: After 24 years with USAA Federal Savings Bank ( I know it 's 24 years because they end every call with 'thank you for your valued membership for 24 years XXXX ' ), they closed our bank accounts, and have refused to give any reason. They also are holding all our funds for 30-days. I 've tried talking to as high up in management as possible, but continue to get the same answer, " that it was a legal decision within their rights from the review board and the review board does n't take calls or have to answer why. '' Luckily for us, we had another bank account, otherwise we 'd have no money right now. So warning to others, make sure you have at least accounts and money with at least XXXX different banks.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80104
Submitted Via: Web
Date Sent: 2016-12-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-21
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: I contacted a USAA loan officer for a quote on VA 30 year fixed rates. I informed him I was shopping around for the best rates on VA loans, at which point he informed me that all VA home loan rates are standard for lenders, giving me no reason to shop around. This was my first time using the VA home loan and technically my first time purchasing a home. I come to find out later that VA home loan rates differ from lender to lender. I discussed the issue with his manager, and he said there is nothing they can do. I asked him to review the recorded conversation. He said it was n't recorded, apparently it is a random process for which calls are recorded. Any assistance in resolving this issue, even if it is simply holding them accountable on some level. This has severely impacted my family and possibly the selling family as well during this home buying process.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85345
Submitted Via: Web
Date Sent: 2016-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-21
Issue: Billing disputes
Subissue:
Consumer Complaint: XX/XX/XXXX 2 transfer adjustments of XXXX were made to my account, increasing the amount owed on the card XXXX. There was no reason for these adjustments, I believe they stem from a fraudulent charge made to my account in XXXX of this year. The fraudulent charge had been transferred from the credit card it was made on to this account. I called the credit card company and they corrected it. Not long after, they made another transfer adjustment to my account. Again, I called and it was corrected. On XX/XX/XXXX they did the same transfer adjustment, twice. I have called 5 times over the last 6 weeks and have been assured that it would be corrected. It has not. I am contacting you because it now seems clear that USAA is unwilling to correct their error,
Company Response: Company believes complaint is the result of an isolated error
State: FL
Zip: 33556
Submitted Via: Web
Date Sent: 2016-12-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-20
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: My husband and I are both Veterans. We are divorcing and agreed he would take the house that is in both of our names, but under my VA entitlement. We were in the process of refinancing it out of my name and solely into his. We did the quit claim deed, got his XXXX, paystub ( {$3500.00} bi-weekly ), letter of verification, everything asked for. He was set to close on XXXX XXXX and I moved forward making an offer on a home for me and our kids. Communication break downs, misinformation changing of stories started happening two weeks before closing. They could not verify occupancy which made no sense as all his XXXX and paystubs verify this is his home. I could never get our loan officer on the phone, I was either getting calls from other people in different departments. I was promised to get a call from our loan officers manager immediately, and a week later, 6 days before closing, I was told they would not be able to refinance and I needed to contact the VA directly if I wanted my name off the loan. When I called the VA, they told me I should talk to the bank because a simple modification can take my name off the loan since it was in our divorce agreement. This is USAA Mortgage.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WV
Zip: 265XX
Submitted Via: Web
Date Sent: 2016-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-20
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: I attempted to refinance my mortgage. I was emailed documents to sign electronically to continue with the loan process. In the documents it stated a XXXX dollar loan amount instead of the XXXX dollar loan amount. The company refused to correct the issue and told me to just sign the XXXX dollar document.
Company Response: Company believes complaint is the result of an isolated error
State: NJ
Zip: 078XX
Submitted Via: Web
Date Sent: 2016-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-19
Issue: Identity theft / Fraud / Embezzlement
Subissue:
Consumer Complaint: I have paid XXXX on to my USSA credit card on XX/XX/XXXX2016. I paid through bill pay through my bank. I have a check # and confirmation #. I have called USAA over 5 times in the last week and they continue to tell me that it has not been paid and to contact my bank. I have since received a {$70.00} interest view. I have requested to speak with a USAA supervisor several times but have not been able to. I have provided USAA with the check number, name of bank, bank contact info and the confirmation number and still USAA refuses to assist me in getting this resolved. In a few days I will acquire a late payment, because they have not recognized my payment of XXXX. I also want to make sure this does not negatively impact my credit
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 166XX
Submitted Via: Web
Date Sent: 2016-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-19
Issue: Other
Subissue:
Consumer Complaint: This correspondence concerns a failed automated bill payment process with USAA Bank Signature VISA ending in XXXX. Please see the attached uploaded document for further details
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33073
Submitted Via: Web
Date Sent: 2016-12-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-12-16
Issue: Improper contact or sharing of info
Subissue: Contacted me instead of my attorney
Consumer Complaint: The following company : XXXX Address XXXX, MO XXXX Phone : ( XXXX ) XXXX Fax : ( XXXX ) XXXX left a voicemail on my husband 's cellular phone requesting I call them back. My husband called the number from the voicemail and asked if they were a debt collection agency, or a company trying to collect a debt. The employee stated they were a " financial services company. '' Misrepresentation by omission is still misrepresentation. When asked directly if they are a debt collection agency or company trying to collect a debt, they should respond in the affirmative. In addition, the original debt holder was notified in writing, return receipt requested, that my wife is represented by counsel in this matter, and to contact only the attorney of record regarding this account.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: FL
Zip: 34769
Submitted Via: Web
Date Sent: 2016-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No