UNITED SERVICES AUTOMOBILE ASSOCIATION

2015-11-23

E Fairfield, VT

Deposits and withdrawals

Bank account or service: Savings account

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

Disputed: No Timely Response

2015-11-22

Hialeah, FL

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

2015-11-21

Tarzana, CA

Credit determination

Credit card:

Complaint: Please see related CFPB complaints Case number : XXXX ( also attached ) I have received XXXX different verbal answers by USAA reps via recorded line, and now XXXX different decision letters from USAA bank all within the same week. This recent letter seems rather vague and ambiguous. I fear there may be some issues here incuding, but not limited to Truth in Lending Act. Furthermore my original complaint was based upon double inquires on my equifax credit report by USAA and the way that I was lied to by USAA stating that it would not affect my credit as long as they were running my credit within a 48 hour window of the first app. Not the case, credit has been lowered because of this too. There is something very wrong going on here with USAA. cc : XXXX XXXX XXXX XXXX. Consumer Protection Attorney XXXX XXXX XXXX # XXXX, XXXX XXXX, CA XXXXcc : Office of the Comptroller of the Currency ( OCC ) XXXX XXXX XXXX XXXX, XXXX, XXXX XXXX
Company Response: Company believes complaint is the result of an isolated error Closed with non-monetary relief

Disputed: Yes Timely Response

2015-11-21

Silver Spring, MD

Unsolicited issuance of credit card

Credit card:

Complaint: USAA F.S.B ( XXXX : XXXX ) About 6 weeks ago, I applied for a credit card with USAA F.S.B by phone. I specifically instructed the representative that we wanted the Cashback rewards plus XXXX XXXX card -- we specifically told the representative that we wanted the card that offered 5 % cash back for military purchases. We were approved, but a few days later found out that the representative had accidentally submitted our application for a different credit card -- the World Mastercard. I have been on the phone with USAA customer service at least 5 times, and we have received no useful information yet. USAA once told me that they had pulled the record of the phone call and the manager was going to review the recording, but we were subsequently informed that USAA was still searching its records for the phone recording. We have never been given a chance to speak with a manager about this issue, and USAA has even stopped calling us to give us updates about our case. The customer service could not be worse, and it appears that after 6 weeks of time to review, USAA has not done anything to rectify their mistake. In short, USAA F.S.B. did not process our application for the credit card that we requested, and they issued us a different credit card that we did not apply for.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Disputed: No Timely Response

2015-11-20

Jupiter, FL

APR or interest rate

Credit card:

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

Disputed: No Timely Response

2015-11-20

Encino, CA

Other

Credit card:

Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Disputed: Yes Timely Response

2015-11-19

Pryse, KY

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 monetary relief

Disputed: No Timely Response

2015-11-19

Washington, DC

Deposits and withdrawals

Bank account or service: Checking account

Company Response: Closed with monetary relief

Disputed: No Timely Response

2015-11-18

Rollingstone, MN

Application, originator, mortgage broker

Mortgage: VA mortgage

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

Disputed: No Timely Response

2015-11-18

Appleton, WI

Communication tactics

Debt collection: Credit card

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

Disputed: No Timely Response

2015-11-18

Deposits and withdrawals

Bank account or service: Checking account

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

Disputed: No Timely Response

2015-11-18

Denver, 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 explanation

Disputed: No Timely Response

2015-11-18

Farmer Market, CA

Billing disputes

Credit card:

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

Disputed: Yes Timely Response

2015-11-18

Charlottesville, VA

Application, originator, mortgage broker

Mortgage: Other mortgage

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

Disputed: No Timely Response

2015-11-18

Discovery Bay, CA

Account opening, closing, or management

Bank account or service: (CD) Certificate of deposit

Complaint: I opened several CD 's of varying lengths with USAA Federal Savings Bank. I was told that if I had to close them early, I would have a penalty. I asked how much the penalty was and was told that it depended on the length of the term of the CD. But in no case would the penalty exceed the amount of interest accrued on the CD. I called today to close the CDs, and was told that the penalty would be over {$5000.00} on an account opened less than five months ago. I told them this is not what I was told but they refused to waive the fee even though they acknowledged the representative gave me incorrect information. Ive been a customer of USAA for over 33 years, I would not have placed the amount in an account for a long term had I known that the penalty would include principle. I can understand charging a penalty for the interest accrued but not for the principle balance of the CD. Especially when they admit the representative gave me incorrect information. I have spoken to several people at the bank and they acknowledge that the represenative
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2015-11-18

CA

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: I am having a problem with the USAA Federal Savings Bank in Texas over a mortgage loan. Earlier today, I sent an e-mail to the USAA CEO, which I will copy below. Late today I was called by a woman who identified herself XXXX. As part of that conversation, she informed me that if I did not sign and return by tomorrow, XXXX XXXX, a form accepting the points listed in my e-mail below, the loan would be cancelled and if I wanted to purchase a home I would need to re-apply for a loan.To : XXXX XXXX USAA CEOFrom : XXXX XXXX XXXX XXXX Member NumberXXXXXXXXXXXXXXXX ( Cell ) Subject : Failure of USAA live up to its ethical obligations related to a mortgage loan. I am a XXXX veteran who has used the services of USAA for 35 years. During this time I have been lead to believe that USAA operated on the principle that they expected my compliance with my verbal word, and USAA would live up to its verbal obligations. I have a current application for a mortgage loan. The loan # is : XXXX. I am using a Real Estate agent supplied to me by USAAXXXX On the morning of XXXX XXXX, I asked to lock in my interest rate and points. I did not write down the name of the people to whom I spoke as I assumed that the conversation would be recorded. My assigned person was not available. I ended up talking to a women who may have been XXXX. She offered me an interest rate of 3.75 % with XXXX a point for a total of {$420.00} for the points. I was pleased with that rate and asked her to confirm, she confirmed the rate and told me she needed to transfer me to another person. The male to whom I then spoke had trouble locating my loan documents. He finally was able to locate them, he said, after I gave him the loan number : XXXX. He asked me at least twice to confirm the rate and points that I had been quoted. I restated them as I have listed above. He then engaged in a conversation with people in the background. I generally was not able to understand that conversation. However, I did hear XXXX male say : " Go ahead and lock him in. " He then informed me that he was going to lock me in. I again requested that he confirm that I was being locked in at 3.75 % and XXXX a point ( {$420.00} ). Last Wednesday I received documents from USAA telling me that I had been locked in at 3.75 % and 1.75 % points, or {$5900.00}. Yesterday I was informed by XXXX ( ex XXXX ) of the following:1 ) I was believed to have made XXXX XXXX XXXX XXXX telephone calls. One was not recorded and USAA did not know if the 2nd had been recorded. 2 ) An entry was made in my records that the rate had been locked in on the morning of XXXX XXXX, but no entry had been made as to the percentage and the points. Today, XXXX XXXX, I spoke to XXXX ( ex XXXX ). She informed me that an entry had been made in my records as to the interest and the points at 1.75 % of the loan. All of this appears to me to be low level people attempting to cover their error. This places me in a critical situation. I clearly do not want to be confrontational. But, I expect USAA to live up to its word. I need your help. Please, XXXXSent early in the morning XX/XX/2015 To : XXXXXXXXXXXXNOTE : USAA has placed us in a bind due to an error. The reality is that I was quoted their rates for a VA loan, when I applied for a conventional loan. They made the error. I did not. Now everything about this purchase is at jeopardy. I did not know that the rate they quoted me was a VA rate and not a conventional rate. My wife and I would not and have not considered a loan with almost {$6000.00} in points. XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2015-11-18

Albuquerque, NM

Account opening, closing, or management

Bank account or service: Other bank product/service

Complaint: Not long ago I signed up for a new bank account -- checking and savings -- with USAA XXXX. I 've had auto insurance with this company since active-duty service XX/XX/1980. I 've also had XXXX secured loans from USAA for about {$2500.00} that I paid back on time. Since opening these bank accounts, USAA has denied me a secured loan, and denied a credit card, also. My XXXX score is right on the line, XXXX, and my history of all mortgage and auto, credit cards payments, is all good for years now. Also, my primary bank XXXX, XXXX XXXX XXXX XXXX, recently approved a {$3000.00} credit increase to my XXXX XXXX Credit Card, based on my credit history with them. So USAA is wrong on this and I want this error in their judgment addressed so that I can justly receive a credit card with USAA. That is fair.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2015-11-17

Hudson, NH

Shopping for a loan or lease

Consumer Loan: Vehicle loan

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

Disputed: Yes Timely Response

2015-11-16

Augusta, GA

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

2015-11-16

Pinellas Park, FL

Fraud or scam

Money transfers: Domestic (US) money transfer

Complaint: I wire transfered {$66000.00} to a marketing company as an investment for commissions on small business loans that close. This company described themselves as a Network Marketing Company. But never delivered any service or products promised. In addition, all the contacts and phone numbers have been disconnected. I do have the banking routing info and am requesting the person/ people connected to this account be tracked and stopped. I would like to receive restitution and damages.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-11-16

VA

Problems when you are unable to pay

Consumer Loan: Vehicle loan

Complaint: I lost my job for several months while I was XXXX. While I ended up finding a job, by the time I found it, I was showing and was offered a much lower salary. I had a car loan with USAA for a XXXX For XXXX that fell behind. I kept in constant communication with them and was told re-possession starts at 90 days. I got paid and was going to pay my loan at 86 days, but when I returned home from work, they had re-possessed my car, 4 days earlier than they said they would. They now want {$550.00} in re-possession fees, and they towed my car into another state, so now I will have to take unpaid time off work, or leave it stored for another 5 days until the weekend again. They refuse to let me speak with a manager or to release my car upon paying my debt in full with the exception of the re-po fees which I do n't feel I am responsible for since they told me I was okay to make a payment before 90 days and it would not go to the re-po department
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-11-16

Las Vegas, NV

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Complaint: In XXXX 2014 I was approached by USAA to refi my home. They told me I would have XXXX online access to my account. In XXXX 2014 I closed on the refi and paid all the closing cost. At that time I had the access that was part of the agreement. In XXXX 2014 I applied for auto insurance with USAA. During the phone interview I admitted to committing a felony over 10 years ago. I was denied insurance, that was fine. I have the mortgage payment automatically taken out of my checking and I pay XXXX toward principal. Well last month they took more than I authorized so I went on line to check why to find out I was denied access to my mortgage account. I called USAA and was told if I did not like it that I could go find another mortgage company and refi again. They bounced me around for over 4 hours and told me its my problem. Never once did they put someone on the phone with a straight answer. I can not believe they are treating me differ than all there other clients with mortgages. They keep telling me I can use the phone app and I have had XXXX techs on and still no satisfaction. I feel I am being discriminated against and I am not getting the services that they are supposed to provide to the account. I feel I am being penalized by USAA if I want to pay on my principal at any time and I can not do my online business with them as stated in them obtaining my mortgage. I served my country proudly and made a mistake over 10 years ago that I paid for. If at the time of me refinancing I had options with other providers and XXXX online access is part of all there promotions.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-11-16

Lenoir City, TN

Other

Credit card:

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

Disputed: No Timely Response

2015-11-14

Arnold, MD

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

2015-11-14

NH

Communication tactics

Debt collection: Credit card

Frequent or repeated calls
Complaint: This number is from USAA. They call me between 3 to 5 times each day and i have recieved around 200 calls from them in the last 2 and a half months. I get calls from them first thing in the morning and get calls throughout the day all the way up to about XXXX. I have told them to stop calling me numerous times but they keep at it. Its rediculous how many calls i get from them just in one day. They need to stop.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response