UNITED SERVICES AUTOMOBILE ASSOCIATION

2019-06-30

IL

Trouble during payment process

Mortgage: VA mortgage

Complaint: XXXX has finally acknowledged my property tax exemption however they are now holding onto my excess escrow which was supposed to pay the mortgage. I have over XXXX dollars in escrow and they have my mortgage in default status and will not use this excess money to pay my mortgage for XXXX. I have sent XXXX in which should cover XXXX and XXXX but the excess money in my escrow account will more than cover XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-06-29

OH

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: I had another USAA member send me {$4000.00} on XX/XX/19. He asked to purchase bitcoin from me. I am a well known investor in bitcoin and I have a great reputation. Anyway, I didn't want to do this as a member to member transfer, but a wire. Eventually after he sent me a drivers license and selfie, and called me from a registered landline, I agreed to it. He was of clear mind, not intoxicated, and knew what bitcoin was. He said he wasn't purchasing it for anyone else. USAA only allows members to send up to {$1000.00} using XXXX by the mobile app. In order to send {$4000.00} to another member, he had to call in and get verified by USAA. They do this by sending a text to his phone and having him read the numbers back. The money was transferred to me, and I released the bitcoin to him. The next day, I called into USAA because I was worried maybe someone might have been running a romance scam with this guy or doing something else shady. If he had been scammed in some way, I didn't want him to lose any more money. He had around 25-30K in his account and I didn't want him to lose it all. If he was really scammed and not of sound mind, I would even send the money back. USAA however, chose to be dishonest with me. They came back me and said, " The member said his computer was hacked and that is how the money was transferred ''. This is not possible, USAA is covering something up. They chose to close my accounts and stop doing business with me over this money transfer. In this case, I would like my {$4000.00} back. Otherwise I will sue for it because I only authorized return of the money in case of a scam, not lies saying his computer was hacked. If his computer was hacked, the most he could have transferred was {$1000.00}. He called in on the phone, got thoroughly identified by USAA and the agent transferred the money to me. I don't mind returning money when someone is being taken advantage of, but clearly I am the victim here of a scam ... .One in which USAA has chosen to take the scammer 's side for some reason.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-06-29

Belleville, IL

Incorrect information on your report

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

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

Timely Response

2019-06-28

Scottsdale, AZ

Managing the loan or lease

Vehicle loan or lease: Loan

Problem with additional products or services purchased with the loan
Complaint: Hi on XX/XX/2019, I purchased a used car through XXXX of XXXX in AZ and tried to buy GAP insurance since its finance thru USAA. I was told that per the Military Lending Act since I am a XXXX they cant sell it to me. I tried to buy one through USAA but they do not sell them anymore. This MLA is hurting the military service members unnecessarily. I told them this only applies to active duty not weekend warriors but they said it does. Is that true? XXXX XXXX XXXX wont sell the GAP. Thanks.
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company Closed with explanation

Timely Response

2019-06-28

NE

Incorrect information on your report

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

Account information incorrect
Complaint: USAA Savings bank is still showing a XXXX credit card open on my credit which belongs to my ex husband. I have been divorced for 5 years, my name was to be removed from this account per court order, which I believe was taken care of at that time. I do not have access to this credit card, nor have I used this credit card, however my ss # is still tied to this account as it is affecting me. I have called USAA whom claims I am not on the account, I have disputed this record on my credit with XXXX and the negative credit is still effecting my score. I have asked for it to be removed and no actions have been taken on behalf of USAA Savings bank.
Company Response: Company believes complaint is the result of an isolated error Closed with non-monetary relief

Timely Response

2019-06-28

Huntsville, AL

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was already discharged in bankruptcy and is no longer owed
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-06-28

Abilene, TX

Managing the loan or lease

Vehicle loan or lease: Loan

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

Timely Response

2019-06-28

Mcb Quantico, VA

Incorrect information on your report

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

Account information incorrect
Complaint: USAA has been incorrectly reporting the balance of a prior loan on my credit report in the amount of {$8400.00}. They have been reporting the incorrect amount owed. Plenty of notices have been sent to them to dispute this issue and they have still not corrected this. Reporting false information, which in this case is misrepresenting the amount owed on a loan, a violation of FDCPA. Also, they translated that misinformation to a 1099-C. The loan balance that they have been reflecting on statements for over a year now is {$8300.00}. Filed a FDCPA complaint on XX/XX/2019 and received a response XX/XX/2019. In that response, they noted that XXXX XXXX spoke with me regarding this matter. That is incorrect. We spoke regarding a separate complaint regarding my credit card and trying to have the late fees waived. No one from USAA has reached out to me regarding this matter and they are falsifying communication records between them and myself with their last statement to the FDCPA for complaint # XXXX. I attempted to email XXXX XXXX on XX/XX/2019 as well as this evening. USAA is continuing to report false information. They changed my payment history on this account after three years on my XXXX report on XX/XX/2019. Also, my complaint submitted XX/XX/2019 # XXXX has inaccuracies in their response. Their representative XXXX XXXX did not contact me about two CFPB disputes. On XX/XX/2019 she contacted me solely about my closed credit card account and the dispute related to that account. This account and the corresponding dispute was not mentioned. Also, they advised to contact XXXX XXXX, but I have already tried on multiple occasions with no success. On XX/XX/2019, XX/XX/2019 and XX/XX/2019 I emailed USAA to complain about XXXX XXXX reporting to the CFPB that she contacted me regarding the account when in fact she did not. They have yet to respond. The call that took place on XX/XX/2019 needs to be pulled so they can see that XXXX XXXX blatantly lied in her original response to the CFPB on XX/XX/2019. The email included XXXX XXXX, XXXX XXXX and XXXX XXXX. On XX/XX/2019 XXXX XXXX sent me a communication via the USAA application with his direct extension, XXXX. On XX/XX/2019 I responded asking for a good time to call. On XX/XX/2019 XXXX XXXX responded with his office hours. On XX/XX/2019 I called, left a voicemail, as well as sent a message via the application. On XX/XX/2019 I called, left another voicemail and sent another message via the application. On XX/XX/2019 XXXX XXXX responded that he was out of the office when I had contacted him previously and will return XX/XX/2019 at XXXX a.m. On XX/XX/2019 I sent a follow-up message on the application. On XX/XX/2019 I called, left a voicemail and sent another message on the application. Not once did I receive a call from XXXX XXXX or any other representative of USAA for this previous dispute.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-06-28

IL

Fraud or scam

Money transfer, virtual currency, or money service: Mobile or digital wallet

Complaint: On XX/XX/2019 I attempted to purchase tickets for a XXXX XXXX concert from a seller on XXXX. The seller sent me a screen shot of the tickets, which matched the description on XXXX and advised that he would transfer them to my XXXX account upon receipt of payment. I used XXXX, which is available within my USAA mobile banking app, to send {$180.00} to the seller 's email address : XXXX. The seller, with whom I was communicating solely via email through XXXX, then stated that he was was not seeing the payment and asked that I try again. I immediately became suspicious, sent him a screen shot of the transfer confirmation from my USAA app, and asked that the seller immediately transfer the tickets to my XXXX account. The seller stopped responding and I knew it was a scam. I promptly called USAA and asked that the transfer be reversed. A ticket was opened to investigate the disputed transfer, but I received an email on XX/XX/2019 stating : " Thank you for your patience while we investigated your Send Money transaction dispute below : Dispute date : XX/XX/2019 Disputed amount : {$180.00} Recipient 's name : XXXX XXXX Transaction date : XX/XX/2019 Transaction amount : {$180.00} Confirmation number : XXXX We've completed our investigation and determined an error did not occur for the following reason : XXXX is a personal money transfer service and does not provide purchase protection. The transfer was completed as requested and any dispute must be resolved with the user to whom you sent money to. If you have questions or would like to request copies of the documentation or information we used to make this decision, please call us at XXXX ( XXXX ), our mobile shortcut # XXXX or XXXX. We value your business and the opportunity to serve all your financial needs. '' Having now researched the matter further on my end, I understand that the major U.S. banks are all offering and promoting XXXX as a money transfer service, but are failing to provide any purchaser protection. As a result, XXXX has become inundated with scammers and fraudsters. The banks must know this and are failing to protect their customers. I find this unacceptable and ask that the CFPB investigate the matter and take action. There are a number of ways the banks can protect purchasers who use XXXX, including not releasing funds to the recipient until confirmation that goods/services were delivered.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-06-27

PA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: Two deposits were made today {$470.00} and one for {$410.00}. XXXX USAA is withholding {$680.00} of those payroll checks. I tried to resolve with going to a supervisor to no avail. I believe it is illegal to keep that much of a payroll check I would like to issue an investigation into this situation. It is not the first time funds have been held with no rhyme or reason or consistency in their policy.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-06-27

Arboga, CA

Managing the loan or lease

Vehicle loan or lease: Loan

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

Timely Response

2019-06-27

Lagrange, GA

Closing an account

Checking or savings account: Savings account

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

Timely Response

2019-06-26

IL

Trouble during payment process

Mortgage: VA mortgage

Complaint: XXXX has refused to acknowledge my XXXX property tax exemption and is trying to charge me late fees, threatening to impair my credit, and not accepting the mortgage payments and placing my loan in default.
Company Response: Closed with explanation

Timely Response

2019-06-26

Quartzsite, AZ

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt is not yours
Complaint: After a review of the documentated comments and a statement that was sent to me from USAA on my previous complaint XXXX, I have this dispute according to my files back on XXXX XXXX @ XXXX I spoke to a young lady XXXX XXXX reference to a {$100.00} XXXX XXXX taken from my son 's card when she told me it was on overdraft charge I stated we did not want that card used for overdraft fee that it was my son 's emergency card and need for that purpose and his Dad 's name was on it as a co signer as he was trying to form some credit rating. Again after this conversation, another cash advance was taken for the same issue and I spoke to another representative XXXX about this, there is no way my husband could have approved using this card in this manner as he was out of state and did not have the card in his possession at that time. I feel that we are being taking advantage off and I'm sorry if someone didn't do there job on that end but how is that our fault when we spoke to someone twice concerning this. I want another complaint sent to USAA so we can get this cleared up. Have a great day
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-06-26

Baldwin, FL

Managing an account

Checking or savings account: Other banking product or service

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

Timely Response

2019-06-26

Bluffton, SC

Problems at the end of the loan or lease

Vehicle loan or lease: Loan

Unable to receive car title or other problem after the loan is paid off
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with explanation

Timely Response

2019-06-26

Belleville, IL

Incorrect information on your report

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

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

Timely Response

2019-06-26

Ladies Island, SC

Problems at the end of the loan or lease

Vehicle loan or lease: Loan

Unable to receive car title or other problem after the loan is paid off
Complaint: I spent almost 2 hours trying to pay in full my mothers car loan with USAA today XX/XX/19. First I talked to the estate department ( which by the way is useless, I can see their only goal is to collect money which I was trying to do but they would not take it ) then they had me on hold for 30 minutes to transfer me to the loan department. After being on hold for 30 minutes I hung up. Then I called the loan department. They put me on hold for 30 minutes to transfer me to the estate department. When I spoke to the estate department they told me I had to pay off the loan with the debt collector XXXX. This is where I have a real problem with this process. When I spoke to XXXX a few weeks ago they told me I would not get the title for 60 days. The estate department was sure to advise me that there is no coverage on the car unless I am using it for estate business. So USAA is holding me hostage with a car that I will have paid off and that I can not register and get insurance on and therefore can not drive, since I dont have a title. This is not fair and is not right. I had a car loan with USAA and when the loan was done I got my title in 2 weeks. I would think that when someone dies USAA would like to actually be helpful instead of a hinderance and then people would want to do more business with USAA since the process is easy.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-06-26

Belleville, IL

Incorrect information on your report

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

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

Timely Response

2019-06-25

Other features, terms, or problems

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

Problem with rewards from credit card
Complaint: XXXX and XXXX XXXX signed up for the USAA Cashback Rewards Plus XXXX XXXX Card that advertises 5 % cashback on the first {$3000.00} ON BASE, 2 % on supermarkets up to {$3000.00}, and 1 % all other purchases no limit. We made 5 purchases all on base, and the first three cleared ( 2 x commissary and 1 x shopette ) and was not paid 5 %. In fact the shopette purchase appears to to have been paid 1 % and the two base commissary purchases at 2 % ( default for grocery ). On XXXX XXXX, XXXX contacted USAA on chat and phone only to be told that the merchant code for the COMMISSARY that is clearly part of the transaction name is " grocery '' and so they won't honor 5 %. On XXXX XXXX, XXXX contacted USAA on chat and asked for an example of a merchant code that WOULD qualify as an on base purchase and they said they can not provide. I suspect that USAA knows there is NO merchant code that actually signals an on base purchase and thus they will NEVER pay the 5 % cash back up to {$3000.00} because the merchant codes are reported by the actual store. Additionally, USAA is a military oriented company. The commissary, shopette, and exchange are common to EVERY military member and their families. If they are a company that requires military affiliation, but then can't understand that almost ALL commissaries, shopettes, and exchanges are ON BASE then they are clearly roping service members in only to not uphold their end of the deal. *Details of the program and links are included in the attachment
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with monetary relief

Timely Response

2019-06-24

Fees or interest

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

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

Timely Response

2019-06-24

Boise, ID

Problem with a purchase shown on your statement

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

Credit card company isn't resolving a dispute about a purchase on your statement
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-06-24

CO

Problem with a purchase shown on your statement

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

Credit card company isn't resolving a dispute about a purchase on your statement
Complaint: On Tuesday, XX/XX/2018 I received text and phone fraud alerts from my banking institutions ( USAA and XXXX XXXX XXXX ) alerting me to fraudulent activity on my credit cards. The amounts were : {$440.00} charged to my XXXX XXXX at XXXX {$1300.00} charged to my USAA XXXX XXXX at XXXX {$920.00} charged to my USAA XXXX XXXX at XXXX When I checked my wallet, both of those credit cards were missing. I believe my credit cards were stolen from my wallet on the morning of Saturday, XXXX XX/XX/XXXX. I have filed a police report with my county Sheriffs Office, a copy of which has been provided to USAA. My cards were NOT in my possession when the fraudulent purchases were made. XXXX XXXX XXXX quickly reversed the {$440.00} charge and the resulting fees. USAA also initially reversed the charges and issued me a replacement card, but then the charges appeared on my statement again on XX/XX/2018. I never received a notification explaining the charge reversal, and only noticed it when reviewing my account history. I have tried numerous times to resolve this issue with USAA, asking them to remove the fraudulent charges from my account. I have called weekly, but am told every time that my case is still in progress and there has been no resolution. I am beyond frustrated that this has dragged on for 10 months with no assistance from USAA. Please contact me if you need any additional information. Thank you.
Company Response: Company believes complaint is the result of an isolated error Closed with monetary relief

Timely Response

2019-06-24

Federal Way, WA

Written notification about debt

Debt collection: I do not know

Didn't receive enough information to verify debt
Complaint: I am having multiple issues with an USAA account that was over drafted by unauthorized usage on an account where I am an authorized user and not an authorized cosigner. The account was used without my knowledge or my fathers knowledge and is being reported as a defaulted collection. I have taken a police report and included it to company reporting data. I have asked for an investigation into the matter and an affidavit as well a complete listing of charges made on the account. No investigation or documentation was received. I have asked multiple times to have the matter reviewed.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-06-23

Albany, GA

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