UNITED SERVICES AUTOMOBILE ASSOCIATION

2016-01-26

Las Vegas, NV

Application, originator, mortgage broker

Mortgage: VA mortgage

Complaint: We applied for a refinance with cash out from USAA mortgage. I am a 24 year Veteran and assumed USAA was true to its word about working with Military members and families. This turned out not to be the case whatsoever. We prequalified for the refinance and cash out value. Our processor said there should be no problem based on all our information : FICO score, small debt, very good income and equity in the house based on appraisal they received. However, they continued to ask for information they already received, and it got harder and harder to get correct information from them. Could n't get in touch with our processor many times. Phone messages went unreturned. She started giving us excuses that it was stuck here or there. They started playing games with us. Then, she told us it finally went to Title, but then when it was taking weeks and weeks, we wanted an explanation and she said the Title Company could n't find the information they needed on our county assessors website, which by the way, had been sitting on that site for weeks, so they told an outright lie. They sent us the Closing Disclosure with a closing date and a disbursement date. Then a closing document was sent to us with everything laid out for us to see, and the final papers would be sent after we reviewed everything with them. We called our processor and told her we received that document. She seemed stunned and told us to disregard that document and not to contact the name of the person who sent it. More weeks of stalling went by, when we finally called and told them WE WERE CANCELLING THE ENTIRE thing. We pulled out to go with a more reputable, trustworthy company. About a week and a half later, we received a Notice of Action Taken letter from them, informing us that they denied our refinance request based on " Value or type of collateral not sufficient. '' That document was altered from the one they originally sent us in the beginning, because we had to change the amount of the refinance from {$280000.00} to {$270000.00}, for which they said they would refinance us. This is such a joke! They did not deny us! We pulled out on them because of their unprofessionalism, their lying and their unscrupulous business tactics! If anyone wants to go on their website and look at all the complaints as well as other complaint sites regarding USAA, you will see the enormity of their problems which they are unwilling to address or fix. All this at the expense of Military members, XXXX XXXX and retired, that have already been through enough, then receive treatment like this from a company that puts themselves out there as some wonderful entity there for the Military. That is an inexcusable ploy and marketing tool to use, based on what is really going on. Do n't believe me? Read ALL the complaints! My complaint is completely true and would be willing to back it up with a polygraph. We request them to change the notice listed on your form, because it is a lie! and they will be responsible for any damage to our credit or financial dealings.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-01-26

Baton Rouge, LA

Deposits and withdrawals

Bank account or service: Other bank product/service

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-01-25

Hazelwood, NC

Identity theft / Fraud / Embezzlement

Credit card:

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Disputed: No Timely Response

2016-01-25

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2016-01-24

San Francisco, NM

Delinquent account

Credit card:

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief

Disputed: No Timely Response

2016-01-23

Hamburg, MN

Application, originator, mortgage broker

Mortgage: VA mortgage

Complaint: I 'm a first time home buyer looking at financial institutions for potential loans. I have accounts at various places to include USAA. I was looking at potentially applying for a home loan with USAA and they ran my credit without my approval. I ended up going with another bank. I approved the other bank to run my credit but not USAA. Just because I have accounts with one company does n't give them the right to run my credit, or does it?
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-01-22

Sanders, KY

Credit decision / Underwriting

Mortgage: VA mortgage

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2016-01-22

San Francisco, CA

Identity theft / Fraud / Embezzlement

Credit card:

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-01-21

Co Spgs, CO

Deposits and withdrawals

Bank account or service: Checking account

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief

Disputed: No Timely Response

2016-01-21

North Hollywood, CA

Identity theft / Fraud / Embezzlement

Credit card:

Complaint: I recently obtained my XXXX credit bureau reports and was shocked to find an account on there that is in my name under USAA Savings bank. It is fraudulent. It is not and has never been my account. The address listed on this account was never my address. I did not open this account. I demanded immediately all proof that USAA is providing to the XXXX credit reporting agencies to " verify '' this account. Was this opened online or at a branch? Do you have a copy of the original agreement? Was a drivers license used in obtaining the original account when it was opened? Do you have a copy of the original contractual agreement? USAA has refused to verify this account and continues to disregard multiple inquires XXXX on the phone and through the mail.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-01-21

Quartzsite, AZ

Using a debit or ATM card

Bank account or service: Checking account

Complaint: Good Morning, Last Saturday, XXXX XXXX, XXXX, while I was out with my friends I tried accessing my account through my phone, but I was denied. When I came home, I called the after hours and the representative told me that she ca n't do anything since the hold is for security and fraud. I told her that in the past i used to get a text showing what charges what made to the account and for me to verified by clicking " OK ''. She told me that all my account is on hold that I would have to wait until the next business days to talk to the checking account department ( this means I have to wait until Tuesday since Monday was XXXX holiday ). Frustrated, I ask to talk to the supervisor which she took my number to give for a call back. I did n't get any call back. In fact, I got irritated when she started changing the tone of her voice in the process. Since I did n't get any phone call from the call back, I called the next day ( Sunday ) to see if I can talk to the credit card department. I was desperate to find out what was wrong of my account. Why is it that my entire account was on hold, including my kids accounts, which one of them are away in college and depend on his debit card. While waiting for the credit card representative to answer, i was asked if i could do the survey, which i did! For some reason the survey started for me to do. Since I did n't get any of the credit card representatives online, my answers to the survey were all " XXXX ''. A few minutes later, a gentlemen called me asking how he can help me. He is from the credit card department and wondering why my answers to the survey were " XXXX ''. I told him that I did n't get anyone online and the questions are all about the representative that supposedly helping me. I told him that i needed to talk to someone at the accounts department regarding a hold of my account. He also mentioned that my account is blocked, but I should be able to use my credit card, which the other after hour representative did n't mention ( a little relief since I do n't have any other account and credit from another institutions ). He transferred me to the accounts department and a pleasant and patient lady answered. She mentioned that the hold is from the security department for security review. She was very patient and listened to my frustration. I did n't understand why my entire accounts was on hold and i had no access to my funds for food or gas. On top of it, i was n't told until Sunday afternoon that my USAA credit card is available. I did n't bother to check if I have access to my credit card since my entire USAA account was on hold for security review. Monday, XXXX XXXX, 2016, I called and inquire about the hold. I was transferred to a someone and she explained to me that my account is security review for 48 business hours. She also mentioned that it was in the disclosures that they provided to the members when we open the accounts. The problem i have with this hold is why would you hold the account for review on a weekend when you know that there is no one working at the security department for review in the weekend? I needed to put gas in my car and my son uses his debit card for food while in campus. The bank left me hanging without any cash for food and gas this past weekend and the after hour representative did n't bother to tell me that i still have access to my credit cards and did n't bother to transfer me to the accounts department ( after hours ) to give me some kind of explanation of why my entire account was on hold. I apologize for the lengthy message, but it has been a long and frustrating weekend for me not being able to access my account. I have to tell my son to borrow money from his friends for food since his debit card was also frozen.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-01-21

Roseburg, OR

Account opening, closing, or management

Bank account or service: Checking account

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-01-20

Auburn, AL

Deposits and withdrawals

Bank account or service: Other bank product/service

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-01-20

Lewisville, TX

Improper contact or sharing of info

Debt collection: Credit card

Contacted employer after asked not to
Complaint: USAA Credit Card Services notified my employer of 19 years, who as a result of the debt took legal action against me, terminating my employment. USAA Credit Card Services, made no attempt to contact me directly, before disclosing the debt to my employer, nor did they follow procedures to provide me the opportunity to validate the debt, before sensitive information was disclosed to my employer.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-01-19

VA

Application, originator, mortgage broker

Mortgage: VA mortgage

Complaint: We applied for a mortgage with USAA. They repeatedly lost documents we sent to them. They sent us confusing and conflicting requests. For example instead of saying 'can we have a lease agreement for your rent ', they asked us for bank statements, then those bank statements were n't good enough, then they asked for a letter from the landlord, not good enough and so on. This happened with pretty much every bit of requested information. Their 'notice of incomplete application ' was inaccurate as it included many of the things we already sent. We would try and call 20+times a day and got no answer. They could n't read XXXX orders ( despite being a bank for service people ), they could n't read the condo pack that contained the flood insurance and instead claimed we failed to purchase it. As the Power of Attorney for my fiance as he is at sea and has sporadic internet connectivity I was not contacted ( despite chasing the application up for weeks ) until 5 days before the notice of action was due to expire. I asked for management to contact me, they refused. I reported it to Social Media, who apparently escalated the complaint but it was ignored. Finally I got in touch with a wonderful man who processed my complaint and also went through my application and realised that we had everything that was being asked for ( most of it was forwraded again as they had previously been sent but misplaces, misfiled or misread by the processors ). It was the last day to get everything signed off before the application would be closed. The manager of the processing team assured this agent that she would call me. She then messaged him to say she would in the morning and would deal with the outstanding documents. Instead of doing this she proceeded to close the application. We are already a week over out closing date and now are likely to be up to 45 days over again as we reapply, possibly again with garbled explanations of what is required, poor communication, lost documents and issues with us being overseas ( something that would n't have been a problem had they processed things properly. We have been thoroughly mistreated and as a result not only face stress and financial hardship but will potentially lose our earnest money and even our home, thanks to their handling of this matter.
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Disputed: Yes Timely Response

2016-01-19

So Effingham, NH

Communication tactics

Debt collection: Credit card

Frequent or repeated calls
Complaint: Repeatedly calling after being told not to on a recorded line.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-01-18

Spokane, WA

Account opening, closing, or management

Bank account or service: (CD) Certificate of deposit

Company Response: Company believes complaint is the result of an isolated error Closed with non-monetary relief

Disputed: No Timely Response

2016-01-16

Doral, FL

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief

Disputed: No Timely Response

2016-01-16

Arvada, CO

Deposits and withdrawals

Bank account or service: Checking account

Complaint: I deposited a check into a XXXX Atm. For the last two days when I logged in the hole was scheduled to release on XX/XX/XXXX. On XX/XX/XXXX, XXXX changed the hold to XX/XX/XXXX. When I called to find out why a Sr.Rep lied and said the check would n't clear until XX/XX/XXXX. The check is from an employer insurance plan and I had already spoke to them and thy said there was no issue with the check. The rep lied to justify changing the hold date of funds.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-01-16

Sonora, CA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-01-16

Lubbock, TX

Cont'd attempts collect debt not owed

Debt collection: Credit card

Debt is not mine
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-01-15

Olympia, WA

Deposits and withdrawals

Bank account or service: Checking account

Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with explanation

Disputed: No Timely Response

2016-01-15

Austin, TX

Deposits and withdrawals

Bank account or service: Checking account

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-01-15

Lewes, DE

Other

Credit card:

Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with non-monetary relief

Disputed: No Timely Response

2016-01-15

Tarzana, CA

Credit determination

Credit card:

Complaint: I applied for a credit card with USAA and I was declined despite having a XXXX XXXX Score over XXXX at the time of applying. Each and every time I 've contacted USAA they seem to be giving me XXXX different answers. 1. The most recent response per the attached letter states that " we were unable to verify your identy '' being the reason for decline. 2. They told me that there was a carpayment from XXXX, per XXXX that was being reported as {$4500.00} per month and that this was offsetting my debt to income ratio. I contacted XXXX and they were infact reporting false information and have corrected the information, I sent the attached letter from XXXX to USAA to reconsider and the refused. 3. Various other semantic answers per recorded conversation, which can be provided upon request if need be.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response