UNITED SERVICES AUTOMOBILE ASSOCIATION
Consumer Complaints
There are over 6379 complaints on file for UNITED SERVICES AUTOMOBILE ASSOCIATION. Dated between 2019-12-06 and 2011-12-02.
Complaints Page 8
2019-10-11
Ft Belvoir, VA
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: XX/XX/2019 I have been a customer of USAA for over 11 years with a perfectly clean credit record and no insurance claims. On XX/XX/XXXX and again on XX/XX/2019 my home was broken into and my credit card stolen. Around midnight on both those days, the card was fraudulently used by the thief at a XXXX XXXX located nearby in the amounts of $ XXXX XXXX a total of 3 such charges for gift cards and another of $ XXXX for bicycle parts ). When I discovered and reported the theft to USAA on those 2 occasions they reissued a new card indicating that they would remove the charge from my account while investigating the fraud. In the meantime we received a fraud report from the local police department together with a still image of the theft using the card at the exact time stamp on our statement. We uploaded those documents as requested to USAA. Soon after the fraudulent amounts were reinstated on my account and when I called the customer service department was told that my claim had been denied. I was also told that they could not see the police report and that they would resubmit the claim. During these 7 months I have spent over 20 hours on the phone with USAA to try and talk to their fraud department and understand why their zero customer liability on unauthorized use of a credit card does not apply to me. The company puts a firewall around its fraud department and makes it impossible for customers to talk to members of their team. Moreover, promises to respond to my telephone inquiries by email are not kept and I am sent into a circle of unresponsive resolution. I am asking for the CFPB to help me understand what additional information USAA needs from me to fulfill the obligation of their terms and conditions regarding zero liability and perhaps use your leverage to stop this abuse of the veterans who are its bread and butter customers
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-10-11
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 explanation
2019-10-11
GA
Problem when making payments
Payday loan, title loan, or personal loan: Installment loan
Complaint: I have XXXX XXXX XXXX and my income has decreased. I asked USAA to work with me concerning my Loan with them in order to avoid getting into a bad situation. All of my other Loans and companies were sympathetic and worked on payment plans and interest rates expect for USAA. They advised me that in order to help me I would have to be late on the loan intentionally. They advised me not to pay the next month and then to call the hardship department after I had not made a payment. I was advised this was the only way to get help. Then after doing as they asked I was harassed by their collections department and NO help was given to me as promised.
USSA engaged in by definition, predatory lending as it benefits the lender and ignores or hinders the borrowers ability to repay the debt.
They not only used " Loan Packing '' in the loan given to me but engaged in a predatory practice by hinders the borrowers ability to repay the debt by increasing late fees and penalties with the promise of " Help '' 15 U.S. Code 1692k. Civil liability ( a ) Amount of damages Except as otherwise provided by this section, any debt collector who fails to comply with any provision of this subchapter with respect to any person is liable to such person in an amount equal to the sum of ( 1 ) any actual damage sustained by such person as a result of such failure ; Damage sustained to mental/physical well-being of a terminally ill patient are in line with wrongful death as the livelihood of the patients lifespan has inevitability been shortened by any undue stress related to negligent undue duress 15 USC Sec. 1681 Civil liability for negligent noncompliance Any consumer reporting agency or user of information which is negligent in failing to comply with any requirement imposed under this title with respect to any consumer is liable to that consumer in an amount equal to the sum of -- ( 1 ) any actual damages sustained by the consumer as a result of the failure ; USAA intentionally damaged my credit causing me to make a non-payment as a way to provide relief. This is a violation of 15 USC Sec. 1681 Civil liability for negligent noncompliance Violations by USAA 15 U.S. Code 1692b Acquisition of location information USAA repeatedly called me on numerous occasions after the hours of XXXX and on Weekends They did not identify themselves correctly and only asked to speak to MS. ( Name Witheld ) on numerous occasions They were advised to cease and desist They were advised that they were violating FDCP and Fair Collection Practices Concerning section 515 U.S. Code 806. Harassment or abuse and continued to call 5 more times 15 U.S. Code 1692g. Validation of debts was not provided within 5 days Notice of debt ; contents Within five days after the initial communication with a consumer in connection with the collection of any debt, a debt collector shall, unless the following information is contained in the initial communication or the consumer has paid the debt, send the consumer a written notice containing ( 1 ) the amount of the debt ; ( 2 ) the name of the creditor to whom the debt is owed ; ( 3 ) a statement that unless the consumer, within thirty days after receipt of the notice, disputes the validity of the debt, or any portion thereof, the debt will be assumed to be valid by the debt collector ; ( 4 ) a statement that if the consumer notifies the debt collector in writing within the thirty-day period that the debt, or any portion thereof, is disputed, the debt collector will obtain verification of the debt or a copy of a judgment against the consumer and a copy of such verification or judgment will be mailed to the consumer by the debt collector ; and ( 5 ) a statement that, upon the consumers written request within the thirty-day period, the debt collector will provide the consumer with the name and address of the original creditor, if different from the current creditor.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-10-11
Killeen, TX
Managing an account
Checking or savings account: Checking account
Problem using a debit or ATM card
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-10-10
Mashpee, MA
Closing an account
Checking or savings account: Checking account
Can't close your account
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-10-10
Dana Point, CA
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
2019-10-10
Hon, HI
Closing on a mortgage
Mortgage: VA mortgage
Complaint: Aloha, After having an abnormally hard time getting a digital copy of my closing docs for my records, and after just receiving my property tax notice in the mail- I saw quite a significant disparity from what my appraisal came back as and what my property assessment value is.
On XX/XX/2018- I proceeded with closing on a VA home loan for my current condo. For a VA loan approval, and any mortgage loan, an appraisal is done to verify the value of the property. USAA requires, as part of the loan process to disclose the contract price of the loan prior to them requesting an appraisal. In compliance, I sent them a copy of the purchase agreement for an offer made of {$320000.00}, and in return an appraisal was conducted.
Within a week or so, I got back my appraisal and it came in for the exact amount of my offer, {$320000.00}, no more, no less. I found it odd, but was assured this could happen. As I mentioned earlier, I did not know that the property value was indeed lower until I received my property tax assessment form which so happened at the same time I was trying to request electronic documents from USAA and the request for some reason was forwarded all the way up to the Office of the CEO. Now, that I found to be a bit odd.
Something told me to take a deeper look since I was getting so much push back and it took about 3 weeks to get a simple electronic copy. I went back through my docs, and also saw in the mail my tax assessment form.
It pangs me to know that my lender, who is in business primarily for the military is doing us a huge disservice. After doing research on appraisals I later learned that this is a common practice for lenders to accept high appraisals due to higher interest rates, PMI, and more money in their pockets. It's reported on average appraisals can cost consumers an increase of up to 4 % on their real home value.
I find it no mistake why it took so long to receive my records, nor that my appraisal is incorrect. It is at this time, I am seeking remedy from USAA, who was the loan originator, to review my records and make a fair adjustment. I am a 100 % XXXX veteran, and this oversight / practice is not only costing me my time, but taxpayer 's money, and great hardship since I put down {$10000.00} of my savings for a reasonable monthly payment.
Thank you for your time!
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-10-10
Co Spgs, CO
Problem with a lender or other company charging your account
Checking or savings account: Checking account
Can't stop withdrawals from your account
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief
2019-10-10
Bellevue, NE
Managing an account
Checking or savings account: Checking account
Problem using a debit or ATM card
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief
2019-10-10
Niantic, CT
Problem when making payments
Credit card or prepaid card: General-purpose credit card or charge card
Problem during payment process
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-10-09
Arlington, TN
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
2019-10-09
Broomfield, CO
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-10-09
Cambridge, OH
Struggling to pay mortgage
Mortgage: VA mortgage
Complaint: I am the owner of certain real property which is the security for an alleged loan made by USAA Federal Savings Bank to me.
In 1933 by an act of Congress ( March 09, 1933 act known as The Emergency Banking Economic Relief Act ) It was determined that all property in the United States is owned by the government, that individual so-called ownership was by allotment.
Congress also determined that all mortgages in the United States were deemed to be Government Obligations, which come with the guarantee of the United States full Faith and Credit.
By operation of law the federal reserve in their member banks are permitted to act as middlemen so-to- speak for the United States government, by completing the property paperwork i.e. loan docs, and then forwarding those documents to the United States Treasury of the United States treasury window for credit.
The United States government not only guarantees those mortgages i.e. Government Obligations, but they have gone one step further, they required insurance on all conventional mortgages in the United States.
My property is insured, I paid the premiums, I paid the insurance premiums and yet I have been defrauded. There has been an active engagement in constructive fraud by the mortgage insurance company and the financial institution and the United States Government against myself as a consumer.
The Consumer protection laws are there to assist individuals such as myself when we are harmed as a result of unscrupulous activities.
The Mortgage on my loan was not on my home, the mortgage was on the loan the lien was on the home! I believe based on the aforementioned laws that the financial institutions have been duly compensated, in fact our agreement was that the home was not collateral for the loan i.e. I use the loan to acquire a home, and until I acquired the home that was not mine to collateralize, meaning that I could never place something I did not have the ownership rights over as collateral. The mortgage-backed Security agreement permitted and/or allowed the financial institution to trade my property on the market in lieu of payment for the loan. Because the stock market investments are construed as a risk, I agree to allow my home to be used as collateral in place should the financial institution not receive the benefits of such a transaction on the market. I forwarded my interest that was due me as a result of my being a trust interest holder and an investor and the mortgage-backed security, so that those receipts would be applied to the balance of the account, this is not happened.
I also have been giving information that the financial institution has received tax credits and other benefits as a result of charging off the account, yet those credits and or adjustments have not been applied to the account as is cognizable under the Gen. accounting procedure. The failure on the part of the financial institution and or the securitization trustee to keep accurate accounting has resulted in my being harmed, and hereby protest such actions and/ or interactions as a result of it being a violation of my due process rights.
The financial institution was asked to give a complete comprehensive accounting, I am by law entitled to a complete comprehensive accounting, they have refused to supply.
I have tendered payment on at least three different occasions, and have yet to have the account credited but they ( the financial institution and securitization trustee by and/or through its/their agents ) have placed knowing, false, misleading, misrepresentation, information on the public record defaming me, libeling me, and slandering my reputation, causing myself injury as a consumer, and I do hereby being forth this complaint.
I request that you visually look at my original wet ink promissory note and sign the Affidavit of truth.
All my requests to questions, Proof of Claim, Validation of Debt have been unanswered. Maybe YOU can explain to me why Nobody can provide simple validation. If you have the Original wet ink Promissory Note then sign the affidavit and we can put this matter behind us. Also, who is the holder in due course of the security agreement? As an investor of the of Mortgage Back Security. I have not received any payments or credits to my account. I also, request an accounting of all transactions with this account.
I also require that YOU provide and SIGN An affidavit that YOU have a Valid Proof of Claim of Debt that a debt is owed USAA FEDERAL SAVINGS BANK on account XXXX. Also Show proof where USAA FEDERAL SAVINGS BANK withdrew the funds that was loaned on account XXXX.
CERTIFICATE OF NON-RESPONSE RE : Notice of breach of agreement and your Acceptance of Negotiable International Promissory Note on Account Number XXXX. Fair Debt Collection Act To XXXX XXXX in his Private Capacity : Im sending you this letter to inform you of your non-response and your acceptance to my offer of the promissory notes. You have not provided any facts to my questions and have not returned the notes. I have accepted your offers and provided my Exception number to you with my signature. You as the Fiduciary is hereby authorized to release any and all funds and/or assets remaining after the setoff, settlement, and closure of the Accounts to the Principal. I, a man, that is in Honor and have returned all presentments for discharge, set-off for you to balance the accounting of USAA FEDERAL SAVINGS BANK. All commercial Instruments such as promissory Notes, credit agreements, bills of exchange and checks are defined as legal tender or money by the statues such as 12USC 1813 ( L ) ( 1 ), UCC 1-201 ( 24 ), 3-104, 8-102 ( 9 ), 9-102 or ORC 1309.102 ( 9 ), ( 11 ), ( 12 ), ( b ), ( 49 ), ( 64 ). These statutes define a promissory note or security to be Negotiable ( sellable ) because it is a Financial asset. This is necessary because contracts requiring Lawful money are Illegal Pursuant to title 31 USC 5118 ( d ) ( 2 ). I have provided you with My word, signatures and the Laws providing my exception. If you are a man and not an artificial person, then provide me a sworn Affidavit of truth that the promissory notes are not legal tender according to the Uniform Commercial Code, Ohio Revised Code and Bills of Exchange Act which all corporations are required to perform under. I shall require you do balance the book keeping and provide me a 0 balance on your accounting. Here is the remedy provided by Congress.
June 5, 1933 - House Joint Resolution 192 ( HJR-192 ) "... Resolved by the Senate and the House of Representatives of the United States of America in Congress assembled : That ( a ) every provision contained in or made with respect to any obligation which purports to give the obligee the right to require payment in gold or a particular kind of coin or currency, or in an amount in money of the United States measured thereby, is declared to be against public policy, and no such provision shall be contained in or made with respect to an obligation hereafter incurred. Every obligation heretofore or hereafter incurred, whether or not any such provision is contained therein or made with respect thereto, shall be discharged upon payment, dollar for dollar, in any such coin or currency, which at the time of payment is legal tender for public or private debts... '' Congressional Record, March 9, 1933 on HR 1491 p. 83. " Under the new law the money is issued to the banks in return for government obligations, bills of exchange, drafts, notes, trade acceptances, and bankers acceptances. The money will be worth 100 cents on the dollar, because it is backed by the credit of the nation. It will represent a mortgage on all the homes, and other property of all the people of the nation. '' In this Act of March 9, 1933, it states in Title 1 Section 1 : " The actions, regulations, rules, licenses, orders and proclamations heretofore or hereafter taken, promulgated, made, or issued by the President of the United States or the Secretary of the Treasury since March the 4th, 1933, pursuant to the authority conferred by subdivision ( b ) of Section 5 of the Act of October 6, 1917, as amended, are hereby approved and confirmed. '' If you
went to a law library today and looked up 12 USC ( United States Code ) Section 95 ( b ), you will find this Act still on the books today! " Subdivision ( b ) of Section 5 of the Act of October 6, 1917 ( 40 Stat. L. 411 ), as amended, is hereby amended as follows ; During time of war or during any other time of national emergency declared by the President, the President may, through any agency that he may designate, or otherwise, investigate, regula te, or prohibit, under such rules and regulations as he may prescribe, by means of licenses or otherwise, any transactions in foreign exchange, transfers of credit between or payments by banking institutions as defined by the President and export, hording, melting, or earmarkings of gold or silver coin or bullion or currency, by any person within the United States or anyplace subject to the jurisdiction thereof. '' Senate Report 93-549, July 24, 1973, which said : " Since March 9, 1933, the United States has been in a state of declared national emergency. '' " These proclamations give force to 470 provisions of federal law. These hundreds of statutes delegate to the President extraordinary powers exercised by Congress, which affect the lives of American citizens in a host of all-encompassing manners. This vast range of powers taken together, confer enough authority to rule this country without reference to normal constitutional process. '' This report WAS acted upon and the 94th Congress passed : Public Law 94-112 - September 14, 1976 " To terminate certain authorities with respect to national emergencies still in effect, and to provide for orderly implementation and termination of future national emergencies. '' There was one exception to this act though, in Section 502 ( a ) : " The provisions of this Act shall not apply to the following provisions of law, the powers and authorities conferred thereby, and actions taken thereunder : ( 1 ) Section 5 ( b ) of the Act of October 6, 1917, as amended ( 12 U.S.C. 95a ; 50 U.S.C. App. 5 ( b ) ; '' 18 U.S. Code 8. Obligation or other security of the United States defined The term obligation or other security of the United States includes all bonds, certificates of indebtedness, national bank currency, Federal Reserve notes, Federal Reserve bank notes, coupons, United States notes, Treasury notes, gold certificates, silver certificates, fractional notes, certificates of deposit, bills, checks, or drafts for money, drawn by or upon authorized officers of the United States, stamps
and other representatives of value, of whatever denomination, issued under any Act of Congress, and canceled United States stamps. Please note that this is not a refusal to pay off the account but a notice sent as per the Fair Debt Collection Practices Act ( FDCPA ), 15 USC 1692 ( G ) Section 809 ( B ). This notice states that your claim is disputed and validation of the account is required. This notice is not a request for verification of the account or proof of my mailing address but a request for validation made pursuant to the FDCPA laws. I humbly request that your agency / office sends me valid proof of claim that I am legally obligated to pay you. 1. Validation of the debt ( the actual accounting ) ; 2. Verification of the claim against me ( a sworn affidavit or even just a signed invoice ; and 3. A
copy of the contract binding bo
th parties. I would like to inform you that in case your agency has reported invalidated account information to any of the three
main credit bureaus such as XXXX XXXX, XXXX, XXXXn, then it will be regarded as a fraudulent action under both federal and state statutes. Due to this reason, if any negative item is reported to any of my credit reports by your agency or the agency that you represent, then I will be compelled to take legal steps against you for the below mentioned reasons : * Violation of the Fair Credit Reporting Act ( FCRA ) * Violation of the FDCPA * Defamation of character If your agency can provide me with the requested documents, I will need a minimum of thirty ( 30 ) days to investigate this information, and during this period of time, all collection activities must be stopped.
I would like to further inform you that if any action is taken during the validation period which could be regarded as detrimental to any of my credit reports, then I will seek advice about initiating a potential lawsuit. This includes listing any information on a credit report that could be incorrect or invalidated, or confirming an account as correct when, in fact, there is no provided evidence that it is. Also, I request that you provide evidence that I must pay you in anything other than appropriate commercial paper should the debt be proven valid because to my knowledge, the U.S. Congress provided the appropriate solution for me to settle my debts via the remedy in House Joint Resolution ( HJR ) 192 of June 5, 1933.
If your agency / company fails to respond to this debt validation request within a period of ten ( 10 ) days from the date of your receipt of my notice and affidavit, then the account information must be completely deleted from my credit report, and a copy of such deletion request should be sent to me at once, or I will take legal action.
I would also like to request, in writing, that no calls should be made by your agency or company at my residence or workplace. If your agency attempts to make unlimited or computer generated calls to me or any third parties, then it will be considered harassment, and I will have no option but to file a lawsuit. All future communications with me should be done in writing and sent to the address mentioned in this letter. Further, any correspondence must be made in the form of a commercial affidavit under penalty of perjury and sent by certified mail. Any other form of service shall be deemed defective upon its face.
It would be advisable that you assure that your records are in order before I am forced to take legal action. This is an attempt to correct your records. Any information obtained shall be used for that purpose.
We thank you for you
r time and look forward to your providing the information requested with the next 15 calendar days from the date of receipt of this presentment and/or sooner as required or acknowledge by applicable statute. Thank you for speedy response in helping me to understand my legal and constitutional rights on this issue. AFFIDAVIT OF TRUTH The undersigned bank officers, being duly sworn on oath, deposes and says : That he/she is an officer of the below named financial institution, a nationally chartered commercial bank or lending institution or organization purchasing promissory notes, hereinafter called bank. That, as an officer of
the bank, he/she has the authority to execute this affidavit on behalf of the bank and to bind the bank to its provisions. It is understood that an exchange is not a loan. It is understood that the borrower 's promissory note is not used to fund any check. It is understood that the bank does not record the promissory note as a bank asset offset by a bank liability. It is understood the bank complies with and follows the Federal Reserve Bank 's policies and procedures. It is understood that the bank does not use the same or a similar bookkeeping entry to record the promissory note as a loan to the bank. It is understood that when banks participate in granting loans the economic effect is not the same or similar to stealing, counterfeiting, or a swindle. Banks who follow the Federal Reserve Bank 's policies and procedures deny customers neither equal protection under the law, nor money, nor credit. The bank fully discloses to each and every borrower all material facts concerning if the borrower provides the funds to issue the bank loan check or if other depositors or investors fund the bank loan check. It is understood that the one who funded the loan should be repaid their money. It is understood that cash is the money and a bank liability indicating that the bank owes cash. I agree that if I have made a false statement regarding bank loans, then any and all loans or alleged loans issued or purchased at the bank are forgiven, without recourse, and shall immediately be considered null and void.
Signed under penalty of perjury.
___________________________________
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-10-08
TX
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account status incorrect
Complaint: My husband and I had a boat loan with USAA in XXXX.
My husband died in XXXX. I made payment until XXXX when I decided to sell the boat. I also paid over the loan amount due to having a higher balance then the sales price so USAA agreed to allow me time to sell it without making a monthly payment, since my husband died. They agreed to not hurt my credit yet they did.
They were unprofessional with the buyers lender and lost the loan info and lost the payment check they received. I almost lost the buyer. I reported this for years begging for credit corrections. The boat was finally sold with a trailer and engines once they got the paperwork right. That was in early XXXX Credit remains incorrect and damaged.
Im XXXX I needed to buy a new car. I was given a higher interest rate bc USAA had XXXX in debt in my ratio, as they stated I had never paid the loan off. This caused my car interest rate to be higher then I deserved but I had to turn my our family car over to its lender since my husband died. USAA was called again and took months to remove the debt. They agreed they were wrong yet again but that hurt my interest rate. Did not have time to beg them to fix it. I am self employed so my credit is important to me.
They now ( XX/XX/XXXX ) have a UCC filing against myself and my late husband bc they state we did not pay off the trailer that was part of the boat sale.
I received a title in my late husbands name last week. Title made out to a deceased man who they know is deceased. Also a title we dont have any rights to because I sold that trailer with the boat in XXXX. This means that never released the title to the buyer. I told their Coorporate office this in XXXX and they did not care about the incorrect UCC filing. I asked them to send me something in writing stating they agreed this has all been handled wrong and they refused. They have not returned calls either.
I am still begging them to remove the inaccuracies from my credit and send proof of their errors. They have denied my credit appeals and violated lending laws when my credit monitoring company had me request documents they failed to provide.
Please help. Please.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-10-08
Fondren, TX
Managing the loan or lease
Vehicle loan or lease: Loan
Problem with fees charged
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-10-08
Val Verde, TX
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: Unfamiliar things on credit report after selling XXXX XXXX XXXX XXXX Inquired on XX/XX/2019 called couldnt verify USAA SAVINGS BANK Inquired on XX/XX/2019 no new inquiry made on account XXXX Inquired on XX/XX/2019 couldnt verify XXXX Inquired on XX/XX/2019 no new inquiry on account XXXX XXXX Inquired on XX/XX/2019 called could not verify USAA SAVINGS BANK Inquired on XX/XX/2019 no new inquiry XXXX CARD Inquired on XX/XX/2019 called couldnt verify
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-10-08
TX
Applying for a mortgage or refinancing an existing mortgage
Mortgage: VA mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-10-08
South Florida, FL
Problem with a lender or other company charging your account
Checking or savings account: Checking account
Transaction was not authorized
Complaint: Good morning : My husband is a XXXX veteran and is XXXX XXXX. I am his XXXX. I found that USAA bill pay is taking funds out of our account at different times without authorization from my husband.
Please investigate. I will provide more information if needed. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-10-08
Anderson Dam, ID
Managing an account
Checking or savings account: Checking account
Problem using a debit or ATM card
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-10-08
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
2019-10-08
El Paso, AR
Managing an account
Checking or savings account: Checking account
Deposits and withdrawals
Complaint: Usaa locked all of my accounts with no notice, and will not tell me why, we went through our charges making sure nothing was fraud with the fraud department, all we were told is that it was being investigated by the " back office '' and they couldn't tell us anything for at least 3 more days where we would be unable to access any of our money at all, we can not withdraw, we can't use our cards, our credit is being directly affected by our inability to pay bills because of this restricted access, and we can not buy food or gas. This is insanely unacceptable especially when no reason is being given.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-10-08
Coosada, AL
Closing on a mortgage
Mortgage: Home equity loan or line of credit (HELOC)
Complaint: I have been a member with USAA since XXXX. I would like to sell my home but USAA insists on enforcing a lien in the amount of {$91000.00}, even though it has discharged the debt and issued IRS Form XXXX, discharging that same debt. In XXXX USAA financed the purchase of my home and extended a home equity line of credit that was increased to {$120000.00}, based on the value of my home. In XXXX, USAA froze the home equity loan due to home value decreased. I had a 15 % pay cut and XXXX ( serviced the home loan ) modified it around XXXX. In XXXX and XXXX, I tried to refinance the home loan to get a lower interest rate ( the mortgage was at 6.25 % and interest rates were in the 3 % range. USAA refused on the basis the home was worth less than the loan. USAA offered that I could short sale the home when I told them I wanted to relocate to the east coast. The home went into escrow in XX/XX/XXXX and I was told by my realtor to stop payments on the mortgage and home equity loan. Bad advice, I now know. In XX/XX/XXXX, we were informed USAA refused to release the lien on the home equity loan. The home went into escrow again and USAA agreed to the sale for 12 % of the home equity loan, which was approximately {$91000.00}. XXXX explained they were not allowed to pay more than {$6000.00} on a junior lien. Efforts to short sale the home were discontinued. I had moved to a short term rental, thinking I would soon leave the area but when the sale failed, I moved back to the home, thinking I would save my credit score/reputation. When I returned to the home, XXXX offered to modify the loan to a lower interest rate - finally. The modification increased the mortgage from {$350000.00} to {$380000.00}, and extended the term to 40 years. I had asked about the home equity balance and was told there was no paperwork from USAA regarding the home equity loan.
I signed the modification and submitted it on XX/XX/XXXX. Within a few days, I received a telephone call from XXXX, a collection agency and a letter dated XX/XX/XXXX, demanding {$91000.00}. USAA had sent my home equity loan to collection without any notice to me. I consulted legal counsel and explained to XXXX that the home equity debt was not subject to collection agency activities. I have never heard from XXXX again.
USAA also terminated my credit card, restricted my online access to my accounts, and limited my checking account activity. I left my home insurance and auto insurance policies with USAA but opened a checking account with other financial institution.
In XX/XX/XXXX, I received a XXXX Form XXXX, Cancellation of Debt in the amount of {$91000.00}. The debt description, at box 4 states XXXX XXXX XXXX XXXX, I am the stated debtor. Box 5 is checked, which indicates USAA assigned that I was personally liable for the debt. Box 6 states " G ''. IRS Section 6050P states " Event code " G '' means " A discharge of indebtedness pursuant to a decision by the credit or, or the application of a defined policy of the creditor, to discontinue collection activity and discharge debt. '' When I have contacted USAA to remove the lien associated with home equity loan, given the USAA first sent the debt to collection and then discharged the debt, evidenced by the XXXX Form XXXX, I am told that the debt was discharged to me but the USAA policy is to collect the debt from the house ; and that USAA only issued the form because it is required by the IRS. Given USAA receives the tax benefits when discharging the debt I can understand why the IRS requires notification. However, the lien for the debt was not removed against me and the home. In XX/XX/XXXX, I received a Home Equity Line of Credit Statement showing {$0.00} due for a principle balance. USAA sent a letter dated XX/XX/XXXX, stating the statement had been issued in error, due to a systems upgrade and that it was not an attempt to collect a debt against me. However, USAA continues to refuse to remove the lien. When I contact USAA I am told the policy is to collect the debt and I am offered an opportunity to request a negotiated settlement.
I want CVPB to assist me in settling this matter. My legal counsel advise that USAA can not legally continue to collect on a debt that has been discharged via a Form XXXX, but also that USAA has a reputation for being very difficult to work with. I hope CFPB can resolve this issue. I will attach documents for the above referenced events.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-10-07
MA
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account information incorrect
Complaint: We were supposed to close on the property on XX/XX/XXXX. Due to USAA erroneously closing out the paperwork regarding this sale in their system, closing on the property was delayed. We had to wait 2 weeks for USAA to assign a new person to our account, wait for that person to read and agree to the documentation to proceed to closing. We made every single payment on the mortgage on time and in the amount due since XX/XX/XXXX. The closing finally took place on XX/XX/XXXX. Due to the different departments at USAA not communicating, the sale wasn't known by the loan department who subsequently reported my now ex-husband and I as being late on one ( 1 ) payment in the entire 14 years we had the loan. I spoke with USAA on numerous occasions for them to fix their error. Finally, I received a letter in the mail dated XX/XX/XXXX stating that they corrected the dispute on our ( ex-husband and my ) account and notified the credit reporting agencies of their error so my credit report would be fixed. It is now 5 months later, I have reviewed XXXX, XXXX, and XXXX and they all still show I was late on one ( 1 ) payment that I wasn't.
When my ex-husband called USAA to have this same issue fixed on his credit reports and to receive a letter like the one they sent me, he was told they could not send him one in his name since they already generated a letter for me, however, the letter I received does NOT reference XXXX 's name at all, nor did they go through the process to fix the error they caused on his credit report. This is so unacceptable.
This is severely affecting my credit score and hindering my ability to buy a house for my son and me. I am recently divorced and need to provide a home for him. I am a U.S XXXX XXXX veteran and want to use my VA certificate for the loan. Based on their rules, I will need to wait until the late payment falls off my credit report to use it. I close on my current house at the end of this month and am in the process of buying a new house and am now experiencing difficulty obtaining a mortgage. Please look into and assist in rectifying this matter. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-10-07
MA
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account information incorrect
Complaint: We were supposed to close on the property on XX/XX/XXXX. Due to USAA erroneously closing out the paperwork regarding this sale in their system, closing on the property was delayed. We had to wait 2 weeks for USAA to assign a new person to our account, wait for that person to read and agree to the documentation to proceed to closing. We made every single payment on the mortgage on time and in the amount due since XXXX. The closing finally took place on XX/XX/XXXX. Due to the different departments at USAA not communicating, the sale wasn't known by the loan department who subsequently reported my now ex-husband and I as being late on one ( 1 ) payment in the entire 14 years we had the loan. I spoke with USAA on numerous occasions for them to fix their error. Finally, I received a letter in the mail dated XX/XX/XXXX stating that they corrected the dispute on our ( ex-husband and my ) account and notified the credit reporting agencies of their error so my credit report would be fixed. It is now 5 months later, I have reviewed XXXX, XXXX, and XXXX and they all still show I was late on one ( 1 ) payment that I wasn't.
When my ex-husband called USAA to have this same issue fixed on his credit reports and to receive a letter like the one they sent me, he was told they could not send him one in his name since they already generated a letter for me, however, the letter I received does NOT reference XXXX 's name at all, nor did they go through the process to fix the error they caused on his credit report. This is so unacceptable.
This is severely affecting my credit score and hindering my ability to buy a house for my son and me. I am recently divorced and need to provide a home for him. I am a XXXX XXXX XXXX veteran and want to use my VA certificate for the loan. Based on their rules, I will need to wait until the late payment falls off my credit report to use it. I close on my current house at the end of this month and am in the process of buying a new house and am now experiencing difficulty obtaining a mortgage. Please look into and assist in rectifying this matter. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-10-07
NY
Other features, terms, or problems
Credit card or prepaid card: General-purpose credit card or charge card
Other problem
Complaint: OnXX/XX/2019, I was on-line to make a payment to my credit card account ( USAA ) and by mistake, I clicked to pay the full amount owned ( {$3400.00} ) instead of a {$500.00} which I usually pay/month. When I realized I clicked the wrong amount, I called the customer service phone number and talked to an agent named XXXX ( sp? ) who was unable to reverse even though I called her 2 minutes after. She stated that I would have to wait 10 Calendar days to reverse the payment and for me to call back on XX/XX/19. I heard her actually counting out the days while I was on the phone with her. On XX/XX/19 the amount was deducted from my checking account. On XX/XX/19, I called customer service at USAA again and talked to XXXX and she said it would be a reversed in 10 BUSINESS days after amount was cleared. On XX/XX/19, I called again and talked to XXXX and she said the reversal would be made that day and gave me a case number. During that call, she put me on hold and checked with someone else to make sure that could be done on XX/XX/XXXX ; and it was confirmed Today XX/XX/19, still no credit of said amount into my checking account. I called and talked to XXXX at USAA and she said that XXXX made a mistake and the it was to be 10 business day from XX/XX/19 for reversed payment. I asked to talk to a supervisor as I was confused as to exactly when my refund would be made. After 32 minutes on hold, I was connected to XXXX in the resolution center of USAA. She put me on hold as she looked into my issue. She came back to tell me that no direct reversal of credit to my bank was possible and I only had 2 options : 1 : Send a check to me which would take 2 days for the work order and another 10 days to be approved or 2 : Have a cash advance made through my back ( would charge me ).
She said that even though I was told by the above agents that this could be done ; she could not address what I was told, even though she saw all calls documented in their data.
I am currently out of country and have a US address for all mail, but I'm not physically there to deposit the check.
She had no other options for me. I was on the phone a total of 1 hour and 6 minutes with no resolution of the matter.
Now ; why did all other agents say a direct reversal was possible, but there was different details as to whether it would be 10 calendar vs. business days ; and what date would the count down begin : day of payment to USAA or date cleared by my bank. XXXX also told me that day didn't count either.
I asked that the check be mailed overnight, but she could not guarantee that could be done. So ... .it will be possible that I would have to wait 32 or more days from payment of the credit card to resolution IF I can figure out how to deposit the check. And by the way, my bank will hold the deposit for 3 days as well. So, 35 or more days!!
As far as I'm concerned, this is not fair banking practice and I should be protected by the Fair Banking Act. To the least this is poor practice and no care for the consumer and my more than {$3000.00}.
Your consideration of this matter would be appreciated
Company Response: Company believes complaint is the result of an isolated error Closed with explanation