UNITED SERVICES AUTOMOBILE ASSOCIATION

2019-07-19

Ridley Park, PA

Managing the loan or lease

Vehicle loan or lease: Loan

Billing problem
Complaint: I have banked with USAA for 37 years, as spouse of XXXX veterans and divorced spouse of XXXX veterans. I have had a checking account, credit card, property insurance, car insurance in my name only for over 20 years. USAA has always been informed of, and known of my marital status changes, and I've never had health or life insurance through USAA. I opened a car loan in XXXX. I signed up for automatic payments to be made on the XXXX of each month. I am social security XXXX and needed a car to work part time and go to doctor appointments, work, shopping, etc. I have been paying principal only payments in addition to my auto payment with the hopes of paying the car off in 2.5 years. There was no charge for early pay-off. So, it was strange that when I hit {$1600.00} range, the amount of principal I owed stopped going down. I pulled up the payment records, and it appears that USAA turned off my auto payments without notifying me or asking permission and was just charging me interest and my loan protection fee. I called the evening of XX/XX/XXXX to ask them to take the auto payments out and back date the payments and adjust the interest. I was told they could not do that. So, I asked them that if I was in a financial crisis, could I call them and ask to just make interest only payments for a couple of months. I was told it didn't work like that. When I asked why they stopped taking the auto payments and just charged me interest, I was told it was because " I was so far ahead in paying. '' Three times the young woman told me this. I told her that I was obligated to make those auto payments and i did not give them permission to stop those payments. In effect, they were stealing interest from me and I wanted it back. The woman at USAA Auto Loans said she could not do that. I expressed disappointment to her and asked her to pass that on. I expressed I had lost trust in USAA and was considerig paying of the loan so they would get no more interest. I told her I was not angry at her, but at USAA. I payed off all but about {$50.00}. When I went in to cancel auto pay, it said my next auto payment was due on XX/XX/XXXX. When I told them to turn it off, it said it was already turned off ... .. not my me. I have screen shots of all this. The call took place the evening of XX/XX/XXXX Eastern Daylight Time. I will attached screen shots showing I make principal payments, but they did not take the XX/XX/XXXX payment, at all, and only took the XXXX interest and loan protection fee. I also have screen shots of me paying a {$1400.00} payment and how they tell me that I am still responsible for the XX/XX/XXXX auto payment ; a screenshot showing that I am on autopay ; one of me telling them to cancel ; and one showing that auto pay was already turned off ( not by me ), though it was hidden from me in the previous screenshots. USAA taped the phone conversation, or so they said. To say I am angry is an understatement.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-07-19

Macon, GA

Improper use of your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Credit inquiries on your report that you don't recognize
Complaint: ive noticed several unauthorized inquiries on my credit profile section 609 of the fcra states that all inquiries should have written approval of the applicant also section 1681 of the united states code states its illegal to inquire without written authorization these companies are conducting an illegal practice and are subject to suit if these items are not removed immeadiately
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-07-19

Omaha, NE

Managing an account

Checking or savings account: Checking account

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

Timely Response

2019-07-18

W Bloomfield, MI

Opening an account

Checking or savings account: Savings account

Didn't receive terms that were advertised
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-07-18

Watha, NC

Managing an account

Checking or savings account: Checking account

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

Timely Response

2019-07-18

Washington, DC

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: I was told one month ago that my debit card was to be deactivated following exposure to a breach at a retailer. I was told they were sending a new card. It never arrived. I called in to the bank on three further occasions and was told on all of those occasions a new card would be issued. So far I have not received one. Further, when I called the bank the last time, I was told that there was nothing wrong with my card and it would not be shut off. 2 days later, my card was shut off and since they do not have physical branches in my vicinity, I have been completely shut off from my accounts. I do not have a way to pay for food, travel or anything else until this is resolved. They have since offered to send me a new card in 3 business days, however I have prepaid for a vacation with my family in XXXX 1 day from now, and to attend a friends wedding, and stand to lose a significant amount of money as a result of the bank 's error. I have asked repeatedly over the last few days to be connected with a manager and have been directed in circles between different people and departments and have not been able to speak to one. I missed a full day of work trying to resolve this
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-07-18

Managing an account

Checking or savings account: Checking account

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

Timely Response

2019-07-18

Phoenix, AZ

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: On XX/XX/2019, two fake checks of XXXX dollars and XXXX dollars were deposited into my account through a mobile app. After these two checks were deposited, two XXXX transactions of XXXX dollars and XXXX dollars were sent through the mobile app as well, about 5 minutes after the checks were deposited. When I called USAA bank, they told me the checks were found fraudulent, but I would be held responsible for the XXXX dollars sent through XXXX from the app. They told me the only thing I could do is submit a police report, upload it through the mobile site, and they would investigate. Less than 24 hours after uploading the police report I submitted onto the website, I receive a document stating my claim was denied and I will still be held responsible.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-07-18

Watha, NC

Managing an account

Checking or savings account: Checking account

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

Timely Response

2019-07-18

TN

Managing an account

Checking or savings account: Checking account

Cashing a check
Complaint: On XX/XX/XXXX, I my account was scammed and a check was put into my account. Through mobile app which my mother and I did not activate on her phone. Next thing we know the {$200.00} deposit - a check was in the account and out using my debit card which was in my purse along with a purchase at XXXX. This came days after the news released a photo of 2 people that were going around using checks and debit cards around the area. I called the bank and let them know what was going on. They said it would be a fraud investigation and it would take 3 days. I let them know I was out of the country as well. My mom and I changed all our login information. a few days later the check came back I called to find out what was the outcome of the investigation. I was told that it was never put in and as of XX/XX/XXXX it would have to be done again. We were still in XXXX. So I called back Wednesday morning only to be told that it would be expedited. The supervisor also spoke about the fact that we were not offered another debit card. He then sent for another debit card and told me the claim would be expedited. Around midnight today I got an email about the investigation saying it was our fault. and we are responsible. I also received the documentation today XX/XX/18 regarding the mobile deposit. The deposit was a check in my mother 's name yet the signature did not match especially based on any deposits or documents previously signed by mother. I will be contacting the police again because I can now file a formal complaint because I have all the info the police and investigators need.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-07-18

MD

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Home equity loan or line of credit (HELOC)

Complaint: Around XX/XX/XXXX my HELOC with USAA disappeared from my online banking account. I called USAA and they stated that they were working on rectifying this issue because bankruptcy laws have changed. I informed them that my Ch XXXX was discharged 10 years prior and I was never late on my HELOC. In fact, I had paid down approximately XXXX $ regardless of the fact that it was an interest-only loan. I did not receive any paperwork or any phone calls. I called the bankruptcy department many times and they could not give me any information. In fact, their answers to my question were quite cryptic. I did request a lien release and they put the work order in but said I would have to call back in 2-3 weeks to find out the results. This back and forth has been going on since my first phone call to them. I have been attempting to refinance my property to a fixed rate and now I am held up by USAA because they refuse to release the lien. Again, when I called the bankruptcy department XX/XX/XXXX they could not give me any information except that the results of the last inquiry resulted in a refusal to release the lien. The person on the phone said she could not give me any further information because it has to be formally requested by another department. She could not even provide me with the account number. And, again, I have received no information about what is going on. My credit report shows that the account is closed with a XXXX balance and no derogatory history. Yet USAA will not release the lien or give me any explanation for anything. This is 11 years after my CH XXXX. I was holding up my end of the bargain and was NEVER behind on my first or second mortgage. USAA never attempted to negotiate my term and closed my account without explanation. Again, it is not derogatory on my credit report. In fact, it shows a XXXX balance but they will not remove the lien and say I owe them money but no one can tell me anything further. I have no documentation besides my credit report and the proof that they were on my schedule D for CH in XXXX. As previously stated, USAA has removed all evidence of the HELOC and has not provided us with any paperwork.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-07-18

New Cassel, NY

Problem with a purchase shown on your statement

Credit card or prepaid card: General-purpose credit card or charge card

Card was charged for something you did not purchase with the card
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-07-17

Albuquerque, NM

Managing an account

Checking or savings account: Other banking product or service

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

Timely Response

2019-07-17

Sacramento, CA

Trouble during payment process

Mortgage: Home equity loan or line of credit (HELOC)

Complaint: I have the money to pay off the loan. I have been calling the bank since XXXX to pay off the loan but everyone I speak to will not help me settle the loan. They waste my time, put me on hold, transfer me, every single person verifies my identity then transfers me again, I get lengthy messages about how this call is an attempt to collect a debt when it is me calling them asking to settle the debt. I went to buy a truck and there is a USAA charge off showing on my credit for the original amount of this loan. I have had no other credit accounts in more than 7 years. The records I have for the last nine years show only 3 payments applied to principle. I have worked directly with the bank to resolve payment issues to keep the account current. I followed the payment schedule they recommended only to find nothing was going to principle. I nearly doubled my payments so that some of each payment would go to principle yet even with a few large payments to get ahead only 3 payments in 9 year were applied to principle. When I use the on line information to bring the account current and pay more than what shows due the account remains in past due status and nothing is applied to principle. I called the bank to ask how much needed to be paid to bring the account current and still the account was always behind. This bank has called me in the middle of the night, on holidays and six times in a single day while I was at work to harass me about this loan. The balance they asked for to pay off the loan is higher than the current statement balance and barely {$100.00} less than 9 years ago. {$17000.00} today down from XXXX in 2010 and up from XXXX in XXXX of this year. The bank has offered assistance and used that assistance to manipulate this into a never ending loan. I wish to negotiate a reasonable pay off. This started as a XXXX loan to repair the roof and paint the house I purchased. Based on all interactions with this company I can not make another payment on this loan until I have a clear written agreement that the bank will honor this payment to actually settle this debt and restore my credit to reflect the years that I have made payments to keep this loan current.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-07-17

WI

Closing your account

Credit card or prepaid card: General-purpose credit card or charge card

Can't close your account
Complaint: Refinanced my home too pay-off credit cards. all credit cards were sent cashiers checks and all but USAA took payment and closed accounts as requested in a few days. The first cashier check for {$8300.00} mailed by priorty mail on XX/XX/2019 and delivered and signed for by XXXX on XX/XX/2019. XX/XX/2019 I called USAA and they denied receiveing. I called title process company XXXX and they cancelled and re-issued a new check as per USAA agents precise directions overnight. Again signed for by XXXX. called USAA XX/XX/2019. They stated 10 business days too process the bank cashiers check extending the process until XX/XX/2019. I called XX/XX/2019. XXXX EXTXXXX executive resolution team confirmed the check was received but not processed and all not processed checks were immediately returned too sender. XXXX had not received the check back. XXXX the original processor again called USAA and Again cancelled and mailed another with the same information by overnite priorty mail. I count a minimum of 38 days past that USAA is charging 16.5 % on {$8300.00}. That check was issued by the re-finance for {$8300.00} when the the actual payment turned out too be {$8000.00}. I yet have no reply from this criminal USAA operation. 4.5 % is also being pd too refinance loan too on {$8300.00},
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief

Timely Response

2019-07-17

Tacoma, WA

Managing an account

Checking or savings account: Checking account

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

Timely Response

2019-07-17

Herndon, VA

Managing an account

Checking or savings account: Checking account

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

Timely Response

2019-07-17

Saint Petersburg, FL

Managing an account

Checking or savings account: Checking account

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

Timely Response

2019-07-17

Florissant, MO

Fees or interest

Credit card or prepaid card: General-purpose credit card or charge card

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

Timely Response

2019-07-17

Arsenal, PA

Closing your account

Credit card or prepaid card: General-purpose credit card or charge card

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

Timely Response

2019-07-16

Phila, PA

Problem with a purchase shown on your statement

Credit card or prepaid card: General-purpose credit card or charge card

Card was charged for something you did not purchase with the card
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-07-16

Cheyenne Wells, CO

Closing on a mortgage

Mortgage: VA mortgage

Complaint: I applied for a VA Mortgage Loan Refinance on XX/XX/2019. I told the sales person on two occasions that I was separated from my wife and that I was refinancing the home that I purchased last year on my own and without my wife like I did with the purchase. A notary came to my house on Friday, XX/XX/XXXX with the loan docs to complete my transaction. I was shocked and dismayed that they had documents for my wife ( separated ) to sign. My loan representative XXXX XXXX | NMLS ID XXXX | Loan Officer | Real Estate Originations went on vacation and I can't get a returned phone call from the person he said was handling my loan. Now they say they can't even do the loan because I am married and in Colorado the wife has to sign on all Mortgage loans. They ran my credit, wasted 30 days of my time and they knew from the beginning that I was refinancing the house in my own name. If I was able to purchase the house in my own name why can't I refinance my home in my own name. I am a XXXX XXXX veteran and this has been a very stressful experience.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with explanation

Timely Response

2019-07-16

Duette, FL

Fees or interest

Credit card or prepaid card: General-purpose credit card or charge card

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

Timely Response

2019-07-16

Chicago, IL

Other transaction problem

Money transfer, virtual currency, or money service: Domestic (US) money transfer

Complaint: I transferred money to XXXX from USAA on XX/XX/XXXX. The amount was processed by USAA on XX/XX/XXXX and removed from my account. On XX/XX/XXXX -- USAA charged me a {$29.00} insufficient fees and took back the money to XXXX. When I saw this on the XXXX -- I called USAA and they refunded the {$29.00} fee -- but they could not send the money back to XXXX. This same scenario has happened on multiple occasions where USAA prioritizes later payments made AFTER an amount has already been debited, and then retroactively charges me a fee and says the funds aren't available. I think they are deliberately doing this to scam people for ACH fees -- it has happened to me on multiple occasions over the past few years, and while I understand that when I can see that things are processed online and when it actually happens may be different -- this is a SCAM and it should be looked into -- and the bank should be responsible for properly processing payments in a timely manner.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-07-16

New Orleans, LA

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: 2 charges were withdrawn from my checking account not authorized by me from my USAA checking. 1- XXXX XXXX for XXXX dollars an XXXX-XXXX the same day. XX/XX/2019 USAA also removed XXXX from my account an reversed the XXXX Credit overdrawing my account. Ive also been put on a 6 month probation period whereas every deposit made have to wait 7days to clear. I mobile deposit frequently an the funds use to be available immediately : I Been WRONGED an need help to get back my money. My Identity was stolen an Ive contacted the 3 credit bureaus
Company Response: Company believes complaint is the result of an isolated error Closed with monetary relief

Timely Response