Date Received: 2016-07-23
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: I originally contacted USAA 23 days ago requesting the reversal of an auto loan payment because a double payment was drafted/made for the XXXX balance due on my auto loan. Instead of reversing the extra payment that was not supposed to be drafted, USAA drafted another one on XXXX XXXX. This made three auto loan payments taken out of of my checking account instead of the one authorized monthly automatic deduction. Because of this, my bank denied the ACH transaction ; understandably so. Since then, USAA has been unable to rectify this situation. I have given USAA full rain over my checking account to fix this. 23 days later, with four payments in one month being withdrawn for my auto loan even though only one was due, and a dozen phone calls to USAA, my auto loan is still being shown as past due. They are saying one more payment is being drafted as well, that makes XXXX auto loan payments in one month and my account is not fixed. The payments USAA is drafting from my checking account are not being reflected on my auto loan. I have been more than patient, but this is an item that could drastically affect my credit and USAA has been unable for 23 days to correct this deficiency. I will not allow the inability of USAA to correct this account and reflect it as current destroy my credit. The keep taking payment after payment out of my checking account when only one was due. Attached is my bank account summary of transactions, and the USAA auto loan summary that does not match the withdrawal history at all, and shows my account not being reflected as current after XXXX payments and 23 days ( with one more " required '' before they update the account.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 91320
Submitted Via: Web
Date Sent: 2016-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-22
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: USAA XXXX intentionally orders transactions in order to collect more fees. USAA FSB has stolen {$58.00} from me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80205
Submitted Via: Web
Date Sent: 2016-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-21
Issue: Credit determination
Subissue:
Consumer Complaint: I am a current checking account and auto insurance policy holder. Part of being a member of USAA is that they offer a free credit score program via XXXX. Last week I had received a pre-approval offer from USAA for a balance transfer card offering an attractive 0 %. ( While my career is in XXXX, I understand fully that an offer or even a preselected letter never guarantees an approval. ) However, the fact that they are paired with XXXX to provide my credit score and report to me would lead me to think that my credit had been reviewed to send that offer. While my credit is not perfect. I do not apply for things, I have XXXX inquiry. My DTI is impeccable. I have steady work history in banking over 5+ years at one bank and 6 years at the prior one. Income over XXXX, I had a ch XXXX bk in XXXX that was discharged however, I have reestablished since and no derogatory since. The only negative that I have is my utilization. I only have XXXX cards, XXXX that is {$4000.00} and XXXX that is {$500.00}. My Credit Score at the time of application was ( According to my CBR ) : XXXX XXXX now it is showing XXXX points less due to the inquiry. I am not one to apply for cards or anything. I only applied after being prompted, believing I was preapproved by my bank and insurance company. I have never made a late payment to them and have a great relationship. I was told I was denied the card due to : Derogatory Credit history and lack of positive credit history but I was given a counter approval for a secured card. When I called to speak with an underwriter I spoke with " XXXX ''. She was not helpful, nor an underwriter and did not understand anything to do with the Fair Credit Lending Act. She only wanted to provide me the information around my counter approval. I advised her I am familiar with what a CA is and why it was issued, however I wanted to supply further information around my credit history. I advised I wanted to speak with a supervisor, I was told there was no one available and could only speak with her. She took my information and " went to an underwriter '' and came back not even 3 minutes later and advised me that I was still declined. The underwriter ( whom she could n't give me a name ) felt that I had limited credit ( a paid down auto loan since XXXX, that was originally XXXX now XXXX, and my credit cards ) and then I had " medical collections. I advised that those were in dispute and not mine, one is {$71.00} dollars and the other is {$200.00}. I would have never applied for the card unless I thought they had pre-reviewed my information!! Now I have an inquiry and I want to buy a home in 6 months, my utilization is not any better and my score took a hit for NOTHING!!!. I just wanted to balance transfer my card to a 0 % to help with my utilization, but I never would have applied without the emails!! I thought my bank would help me! When I advised her, she told me " good luck '' and read the letter and call XXXX. I tried to call back later and spoke with " XXXX '' later in the day pleaded my case and got the same story " No manager, No Supervisor to speak with and connected to card member service '' and was told the same thing " " There is nothing I can do, well, I mean you can apply for a different card, maybe without rewards or something?!. '' I had just explained how upset I was about the inquiry earlier in my conversation, and I asked ... : '' Well would this new application pull a new inquiry? " Oh yes, it would '' Why in the would you suggest this as an option?! '' Also, you are partnered with XXXX to offer free credit products, THEN pull XXXX credit reports? VERY bait and SWITCH! The biggest insult was the next day, I received YET ANOTHER PREAPPROVAL EMAIL TO APPLY! GET IT TOGETHER USAA! YOU turn me down and want me apply again? Terrible Experience.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32712
Submitted Via: Web
Date Sent: 2016-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-21
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: The company said they mailed forms to me a post office box address which I never had. when I became aware of the issue in XXXX 2015, the representative asked me questions about the account and VERIFIED that the information on the account did not match my address, email and phone number. So she advised me to update my personal information so whomever opened the account would not be able to access it. The Rep. gave me a address in Georgia which i never was a resident of so I gave her my current address which was XXXX XXXX XXXX # XXXX XXXX, XXXX XXXX. The date that account was open, I had no access to any kind of communication due to the fact that I was in basic training for the XXXX which I sent in the info the USAA proving that I was n't able to open a account. A couple months after I initially became aware of the account, I reported it to USAA fraud department, who said that my address and contact info matches which was XXXX XXXX XXXX ( The address that they updated not the original address used when the account was opened ). I do not believe that I should be liable for a account I was n't possibly able to open.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AE
Zip: XXXXX
Submitted Via: Web
Date Sent: 2016-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-22
Issue: Making/receiving payments, sending money
Subissue:
Consumer Complaint: Someone attempted to gain access to my accounts held at USAA bank via email and telephone. The individual was successful via email, but unsuccessful via telephone which prompted the bank to " freeze '' the account. Freezing the account prevented a regularly recurring disbursal from occurring. As a result, the creditor who would have received that disbursal filed the ultimately late payment against my credit score. The creditor, upon contact, indicated it would remove the report if it was due to identity theft. I contacted USAA asking for written proof of the incident that I could send to the creditor, but the bank has been non-compliant.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20902
Submitted Via: Web
Date Sent: 2016-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-21
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: USAA has charged a significant amount of over drafts and returned item fees without providing any clear disclosure of how and why they are charged. USAA cut off access to USAA.com via a computer which is the only way to access accounts unless you use a mobile phone or go to a branch. There are no USAA branches in my area. I feel that this is unfair treatment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75040
Submitted Via: Web
Date Sent: 2016-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-21
Issue: Settlement process and costs
Subissue:
Consumer Complaint: My wife and I used USAA for a mortgage loan. Due to military obligations I was unable to be with my wife or access to a phone for days at a time. My wife had power of attorney to close of the house. My wife was told by USAA to bring a {$1800.00} cashiers check to closing the day prior. On closing day my wife arrived with the check but was told she owed {$4000.00}. My wife was unable to pay this without consulting me due to the dramatic difference in price she was told. USAA violated TRID by not disclosing final closing cost to my wife until after the time of closing.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NE
Zip: 68046
Submitted Via: Web
Date Sent: 2016-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-19
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: USAA Federal Savings Bank agreed to a settlement with XXXX XXXX, our primary lender in a letter dated XXXX/XXXX/XXXX ( attached ) to do a DIL on our home. USAA agreed to accept a settlement from us in addition to a settlement offer from XXXX XXXX ; this letter from USAA had a suspense of XXXX/XXXX/XXXX. We vacated the home on the agreed upon date of XXXX/XXXX/XXXX and have not had access since as the locks were changed. On XXXX/XXXX/XXXX we sent our check to USAA which was cashed by them on XXXX/XXXX/XXXX. XXXX XXXX sent their check to USAA which was received by them on XXXX/XXXX/XXXX, four days past the original suspense which has caused some confusion. NOTE : USAA cashed the check from XXXX in addition to our check. Our lawyer representing us has contacted USAA almost weekly since XX/XX/XXXX and has been told the loan release is being worked and they will get back to us within 48 hours. It is now almost four months since USAA has been paid but they have still not sent a release to XXXX so we can completed this DIL.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: NV
Zip: 89521
Submitted Via: Web
Date Sent: 2016-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-19
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I have a checking account at USAA bank. Someone, a third-party criminal of some sort, wired in {$4000.00} and withdrew the money in {$900.00} increments from an ATM in Florida. I have never been to Florida. The bank made me aware of the fraud. Separately, I have {$1300.00} in an investment account to buy and sell stocks. I asked USAA bank to wire this money to a different bank, XXXX bank. The request was made Monday, XXXX XXXX in writing. USAA bank has thus far ignored my request, on the apparent grounds that my checking account is - {$4000.00} as a result of the fraudulent activity which is not my fault described above. The bank has also frozen me out of my own accounts online, and not given me any information about them. Their excuse is my accounts are " under review '', a phrase that has no meaning at all in banking
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90404
Submitted Via: Web
Date Sent: 2016-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-19
Issue: Improper contact or sharing of info
Subissue: Talked to a third party about my debt
Consumer Complaint: XXXX ( a 3rd party debt collector ) continues to call my girlfriend ( on her mobile phone ) during work hours.The collection agency has been told more than 4 times to not call her. It has been made very clear that she has no relation to the accused debt. The collection company has shared that it is a an attempt to collect a debt with my girlfriend. The debt collector refuse to call me directly so i can dispute the charge, but calls my girlfriend repeatedly instead.
Company Response: Company can't verify or dispute the facts in the complaint
State: AZ
Zip: 85251
Submitted Via: Web
Date Sent: 2016-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No