Compiled from Public Data by FairShake
The US government’s Consumer Financial Protection Bureau (CFPB) collects complaints against financial companies.
In 2019, the CFPB received 1354 complaints against USAA. USAA ranked Number 23 among all financial companies for the most complaints.
Date of Complaint: March 22, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: IL
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
Full Complaint:
XXXX XX/XX/XXXX I called USAA/XXXX to ask why there were so many ” payment reversals ” on my account and why the XX/XX/XXXX payment posted, was reversed and re-posted for a different amount ( higher interest and lower principal ). Came back to the account on XXXX XX/XX/XXXX and USAAXXXX had moved a monthly payment ( amount $ XXXX principal XXXX interest XXXX escrow ) and moved an additional principal payment ( amount {0.00} ) from the date XX/XX/XXXX into an escrow payment.
I have been trying since that date to get this reversed. I was told that this was done at my request. I do not think that I requested this. It does not make sense to me to move money from principal to escrow years later. The mortgage company will not allow me to hear a recording or see a transcript of the call without a subpoena ordering access to such. Further, I am told, if I present a subpoena for this, it is considered that I am being represented by a lawyer and the mortgage company will only speak to that lawyer about my mortgage and not to me directly. I am told that is not a written policy that I was presented before I entered in to my mortgage with them and it is not in any of the forms I signed at my closing, but it is ” more of a policy ” of XXXX/Nationstar ”.
USAA does not claim any responsibility for XXXX ‘s actions, except they claim to have reviewed the phone call and verify that I asked for this money to be transferred. This person ‘s name is XXXX XXXX. He and I spoke on XXXX XX/XX/XXXX and he was going to reverse the {00.00}.
Other people that I spoke to at USAA or XXXX : XXXX : first person I had contact with moved the money initially and told me he would move it back. Never made contact with me again.
XXXX : spoke to her on XXXX XX/XX/XXXX XXXX : spoke to him on XX/XX/XXXX, told me he initiated the reversal and would take 3-5 business days. He set a call back for me, left me a voice mail. I called back because the transaction was not completed. He then told me it would be done in 24 hours. Was not completed.
XXXX : XXXX XX/XX/XXXX promised it would be fixed 2-3 business days. Called XXXX XX/XX/XXXX was promised 2-3 business days.
XXXX : XX/XX/XXXX was told ” there is no law ” stipulating this has to be fixed in any time frame. His ” manager ” XXXX XXXX told him it will be done ” next week ” guaranteed.
This still isn’t fixed.
I did not know that payments from 2 calendar years ago could be moved into the escrow account. I do not know how much clearer I can make it that I do not want payments from XXXX moved into the XXXX escrow account. I do not know how much longer I should be expected to wait for this to be corrected. I do not know how much longer is considered reasonable. I do not know if USAA/Nationstar is being truthful. I have recorded most of our conversations after learning of their ” subpoena ” deal.
I have attached the 2 statements, as the account was on XX/XX/XXXX and on 5 XX/XX/XXXX ( after they moved 2 payments into escrow ).
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
FairShake accessed this complaint from the public archives of the Consumer Financial Protection Bureau (CFPB). You can file your own complaint with the CFPB here.