Date Received: 2017-12-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: USAA Fed Savings Bank issued my mortgage ( XXXX XXXX ). In XXXX USAA hired a sub-contractor ( XXXX XXXX XXXX ) to service the loan however I still am required to pay to the order of USAA FSB. I have paid my mortgage at least XXXX month early since the initiation of this loan ( XXXX XXXX ). For over two years, since XXXX was brought on as a mortgage servicer company, they, USAA and XXXX, have falsely/incorrectly adjusted my mortgage due date, always due earlier, I believe, in an attempt to mislead me and make me think my payment is late. I have contacted both companies who have responded to me however the practice continues every month to every two months.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 812XX
Submitted Via: Web
Date Sent: 2017-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-30
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I rented a vacation apartment online, and upon seeing that the price was more than double the advertised rate, I first attempted to get a refund for the rental through the landlord, but they refused. I called the bank to see if I could cancel the charge to my debit card. I explained to the agent at my bank about what had happened, and asked what my options were. The agent assured me that we could contest the charge and would win. I mentioned that I was hesitant about it, because I would hate to rent a separate property, only to end up having to pay for both down the road. The agent assured me it would n't come to that, and that I should proceed in renting a new place to stay. Sure enough, after the vacation had come and gone ( and we had rented a separate hotel room ), the bank concluded that I had LOST my contest, and would still have to pay the {$730.00}. I called the bank back to explain the situation. I asked them to pull the audio recordings of the call so they could hear the agent assure me I would get my refund. They said they would re-open an investigation and pull the tapes. One week later I received a letter saying they were upholding their decision, and that I would still have to pay the {$730.00}.
Company Response: Company believes complaint is the result of an isolated error
State: MD
Zip: 211XX
Submitted Via: Web
Date Sent: 2017-11-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-30
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XXXX XXXX, 2017 I had a interview conducted via XXXX XXXX for a XXXX XXXX XXXX position at XXXX XXXX After the 4hr interview was conducted I filled out the contract and agreement. Once that was complete a check from XXXX was sent to me via email. I used direct deposit to place this into my account. The individual stated that this money is to purchase equipment and software for the job. The individual stated I would need to send XXXX XXXX to their outside vendor who then would send me the software. After this was sent and received we tried to send another amount which was declined. The following day the individual had me take cash out of my bank and make a deposit into a XXXX XXXX account. After this transaction was done I contacted XXXX to find out if I was a employee and if the the individual who went by the name of XXXX XXXX was actually a HR employee. I contacted my bank which is USAA and let them know that fraudulent activity might be going on. They documented it and shortly after XXXX followed up and said no to both me being a employee and XXXX XXXX not being a employee. I proceeded then to file a police report with XXXX XXXX Police department in Florida. After the Police report was conducted I contacted my bank and told them I filed this report. My bank said a investigation would be launched and they would contact me back for further information. Three days went by and I received no call back from my bank. I then called my bank to ask if a supervisor/manger could call me about this. I never received a call from them even though they said 24hrs. I received a call 48hrs later stating my accounts would be locked. I was shocked since I was told by multiple employees that my account would not be locked since it fraudulent activity was going on and a investigation was open. Mind you I also have insurance through USAA, when I was locked out of my account I was actually locked completely out of my bank. I could not ; look up bank statements, access any information, insurance documents, nothing. I was being treated like a criminal and not a victim ... .. After multiple attempts to contact them and talking to numerous people finally 13 days or so later they said from their findings they would not be covering this under their policy. I asked why, they said because you authorized this and no accounts where actually taking over. I asked if they contacted PNC, to figure out if that account was actually highjacked or if that was actually the person who committed fraud. If so then under their policy i should be covered. I followed up with did you contact the XXXX XXXX Police department for any information they gathered in this case. Response no we did not ... .. How is this a proper investigation? USAA never contacted me for any additional information, they never contacted XXXX where the original check came from and never even contacted the Police station .... Lastly I asked them what is the amount I am trying to get covered .... They had no clue on the correct amount ... .. I said I would like another investigation opened up because I feel you have not done your due diligence in launching a proper investigation. They followed up with contact your local authorities and have them contact our " other department '' USAA fraud employees do not even know " who '' these people are or know how to contact these other employees.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32714
Submitted Via: Web
Date Sent: 2017-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-30
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: I XXXX XXXX XXXX XXXX XXXX SAW YEARS AGO THAT SOMEBODY MADE/OPENED A C4EDIT CARD WITHOUT MY PERMISSION. TO MAKE TBHIS SHORT I S3NT A NORTERIZED, REHISTETED. AND MY LAW FIRM GAVE ME SECTION 609 AND 625 OF THE FAIR CTEDOT REPORTING AGENCY WHICH GOVES THEM 30 DAYS TO PROVE I SOGNED FOR CARD, WAS AWAIR OF CATD AND CHARGES MADE WITH MY SIGNATURE BIT ION ONE MONTH THEY TELEASED XXXX CASH TO A THIEF. THEY TRICKED ME AFYER GETTING BACK FROM INPATIENT XXXX PROGRAM WETE I WAS DURINHG THOS WHOLE SOTUATOON WHICH I S3NT TJEM PROOF. I SENT THEM DATES I WAS INPATIENT AND POLICE REPORTS AND CONYRACY OF SECYOON 609 AND 625 OF FCTA THAT GAVE THEM 30 DAYS. I GAVE THEM 3 MONTHS NOW WITH REGISTERED MAIL RECIEPTS AND NOTETIZED LETTETS. I ALSO SENT TO EACH CREDUT AGENCY BUT THEY PREFER ME TO HAVE TO PAY LAWYET TO SUE AND WHEN FOUND THEY WETE WRONG THEY COULD DELAY FOR YEARS. MY RETAINET WITH CHA LAW FIRM HAS XXXX DOLLAR RETAINET BUT THOS IS 4 YEARS IBTO THIS AND 7SAA HAS BROKEN LAW. MY LAWYER TOLD ME THAT WITH ALL THE INFO. FROM FCRA AND SECTION 609 AND 625 WERE NOT MET, O DO N'T NEED LAWYER. YHESE GUYS ARE SO AGAINST WAR HEROS IT MAKES ME SICK HOW THEY SAY THEY WORK FOR OUR 1 % OF AMERICA. I WAS IN XXXX, IN, XXXX AND XXXX. ALL WITH HONORABLE DISCHARGES AND HAVE DOD IS THAT BASOCALLY SAYS I AM IN MILITARY TILL DAY I XXXX BECAUSE OF 4 WATS, 25 MEDALS OF VALOR AND 8 SECTET MISDIONS THAT XXXX TOP XXXX. THIS COMPANY IS NOT BEING A LEGAL BANK. AFTER 30 DAYS OF MY REWUEST THEY SHOULD HAVE TAKEN OFF C5 EDIRT REPORY AND APOLOGIZED. I EVEN SRNT THEN LETTER FROM EENATPR IF THEY CAN BREAK THE LAW AND MAKE ME KOOSE EVERYTHING I WORKED FOR BECAUSE THEY ARE HARD HEADRD COMPANY THAT ALLREADY WROTE THOS THEFT OFF. THEY SAY THEY TALKED TO ME DURING THIS CASH WITHDRAW WHEN IN LICKED DOWN INPATIENT XXXX PROGRAM US JUST FUNNY AND DAD. THEY NEED TO DO WHAT FEDETAL PAW SAUS WITH ALL THE REGISTETED, NOTTERIZED, POLICE RSPORY AND LETYETS SHOWING I WAS IN INPATIENT PROHRAM. TJIS AS FRAUD AND THEY ALREADY WROTE OFF ON TAXES BUT STILL GIVING ME RTROUBLE. IF I TAKE MY LIFE SAVINGS AND THEY LOOSE AND HOLD MY MONEY FOR DIFFETENT WAYS THEY CAN HOLD MY CADH FOR YEARS UP9N YEARS. I WILL BLOW. ALL THEY NEED TO DO IS KNOW I SENT THEM 609 AND 625 MONTHS, AGO 3 TOMES AND TJEY JUST LAUFGJED AT ME BECAUSE 9F GRAMMAR FROM XXXX XXXX. THIS WAS FRAUD AND THEY ARE NOW BTEAKING FEDERAL LAW. I HOPE I DO N'T VECOME HOMELESD BECAUSE OF THIS BIG COMPANIES XXXX XXXX SAYS WE ATE MAKING BILLIPNS FOR. I MEAN HIS XXXX SPEECH SAYING VETS AND MILITARY ARE MAKING BANKING INDUSTRY UNTOUCHABLE. WELL HE WAS N'T XXXX IN XXXX AND XXXX AND IN AND XXXX. ALL I WO N'T IS XXXX XXXX XXXX TO GO BY FEDERAL LA3 AND TAKE THIS OFF C4RDIT JUST BECAUSE 9F 609 AND 625 I SENT. GOD BLESS AMERICA AND IF I BECOME HOMELESS OVER C4EDIT F4AUD AND IT IS THIS BIG BANK? WOW.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 17406
Submitted Via: Web
Date Sent: 2017-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-30
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: On XX/XX/XXXX I call USAA Federal Savings Bank which I have been a member for 6 yrs. to do a stop payment on my account for XXXX XXXX for {$370.00}. I was with them for three months and paid them monthly by check, my last payment was {$110.00} on XX/XX/XXXX for the month of XX/XX/XXXX by check, I call XXXX XXXX and told them I was cancelled my service and they told me I still owe them {$370.00} for service not rendered and they said they was going to go in my bank account and get the {$370.00}, that when I call USAA and told them my situation, and USAA told me to do a stop payment on XXXX XXXX for the {$370.00} on XX/XX/XXXX and not to worried, so on XX/XX/XXXX USAA let XXXX XXXX go in to account and take the {$370.00} out, so I call USAA about this dispute and they return my money on XX/XX/XXXX. Now on XX/XX/XXXX USAA let them do again take my {$370.00} so call USAA and they said I lost my dispute. My thing is this if I owe XXXX money that on me and XXXX my bank USAA did not have the right to let XXXX go in my account after I did a stop payment with them in a timely fashion, I want my {$370.00} back in my account, my problem is with USAA for letting this happen to me, they can`t tell me who to pay and who not to pay that my right, I did what they USAA told me to do a stop payment. I`m a XXXX Veteran with XXXX and everybody try to may a fool out of us and our money everyday. I pay XXXX what I owe them, can you CFPB help me in my situation. Thank you for let me tell my side of this situation. Have a great day.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 31907
Submitted Via: Web
Date Sent: 2017-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-29
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: I was divorced in XX/XX/2015 and as part of the decree, my ex-spouse was 'awarded ' a credit card balance and account ownership of a closed credit card. While I was originally the primary and sole credit card holder upon initial opening ( I did n't yet know my ex-husband ), legally the debt and account have been updated to be his sole responsibility. However, USAA ( my credit card company ) is unable to legally remove me from the account. I have opened a dispute with XXXX to have the account removed as it is the highest credit impact on my credit score and they have stated they are not able to remove accounts individuals " own ''. Legally, I no longer own the account and can not get the credit reporting company nor my bank to remove me as owner. My ex-spouse has a large amount of debt on top of what he owes on this particular credit card, and as it is not legally my responsibility, I would appreciate the immediate removal from my credit reporting effective the date of divorce.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 761XX
Submitted Via: Web
Date Sent: 2017-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-29
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: This if my fifth complaint regarding inaccurate information being reported by XXXX XXXX XXXX with regards to my VA mortgage loan. This is my fifth complaint with regards of getting my credit report errors resolved as well attached copy of reporting by XXXX XXXX XXXX regarding my VA mortgage loan. I was in contact with both my personal bank, XXXX XXXX XXXX and XXXX XXXX I am attempting to work with regarding selling my home to a potential buyer. I was in contact with both banks mortgage department, loan office and underwriter. I was told that a forbearance plan works the same for any bank. Unless is it with regards to a disaster, hurricane, in which they would not have to report anything to the credit bureaus. However, I was told by both banks that they still have to report normal mortgage payments to the credit bureaus, even during the forbearance period. They also stated that yes, your current mortgage holder will reflect payments being late, whichever amount of time you are currently late on, to the credit bureaus. However, since this forbearance agreement is not related to a disaster, hurricane, all banks must still report normal mortgage payments being made. I am now in a situation where I have a potential buyer on hold due to as XXXX XXXX stated after looking at my credit report. XXXX XXXX XXXX must first fix the errors on your credit report, reflecting all payments being made that were made that reflect on the current paper trail I have in procession sent by XXXX XXXX XXXX to me, the consumer. I am attaching a copy of my credit report from XXXX. It clearly shows that XXXX XXXX is showing late payments reflecting the forbearance loan currently in process. However, they also show a payment of {$960.00}, regularly scheduled payment as shown on the report for XX/XX/XXXX. The payment on the check was for {$960.00} which shows the continued incorrect reporting by XXXX XXXX XXXX. Also noted on report clearly shows payment was received on XX/XX/XXXX, but no amount reported. XXXX XXXX XXXX states it takes 60 days to start reporting payments, once they took the account over in XX/XX/XXXX. Which means XX/XX/XXXX payment should had been posted and reported no later than XX/XX/XXXX. I am also requesting a 'CORRECT ' remaining balance currently on my VA mortgage loan. All three credit bureaus show 3 different balances. This makes selling my home impossible until XXXX XXXX XXXX fixes the errors on my credit report. Lastly, on this fifth complaint, I am requesting that my FICO score gets reinstated. I was told by both XXXX XXXX XXXX and XXXX XXXX mortgage department that there is no reason your current VA loan mortgage holder should had not already fixed the errors and corrected the necessary payments that should had already been reported. Until it is fixed on my credit report, they can not properly match the paper trail that is being left by XXXX XXXX XXXX. A paper trail that clearly shows payments that are being made on my VA mortgage loan. Payment history should reflect XX/XX/XXXX and XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX as being paid. I have copies of those cashed checks by my personal bank. The months that should show reported past due are as follows : XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. I have already paid on my forbearance plan long enough that it should show XX/XX/XXXX now paid in full.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 470XX
Submitted Via: Web
Date Sent: 2017-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-28
Issue: Other features, terms, or problems
Subissue: Problem with balance transfer
Consumer Complaint: On XX/XX/XXXX I telephoned USAAs Credit Card division for information about a balance transfer I had remembered receiving information about a 0 % interest on balance transfers through XX/XX/XXXX offer and wanted to take advantage of the offer to the tune of {$9400.00}. Because USAAs online transfer portal was down for a number of days, I ended up phoning to see if the offer was still available. I spoke with a woman who told me that the offer was indeed still available and explained the terms. initiated the transfer on the phone, knowing that I would incur a {$200.00} transfer fee and that the {$9400.00} would be interest-free for nearly two years. I received an email confirming USAAs receipt of the request that included instructions about how to access the terms and conditions of the transfer but not asking me to confirm/reconfirm anything. In XX/XX/XXXX, I noticed that I had incurred a balance transfer interest charge of {$82.00}. I paid the months bill but called on XX/XX/XXXX to inquire about that interest payment. The person I spoke with informed me that I actually had NOT made a balance transfer under such terms as had been described to me XX/XX/XXXX She said that I was charged interest on the transfer because the no-interest period would begin XX/XX/XXXX. I was very unhappy and promised myself that after XXXX I would write USAA to complain about this charge. On XX/XX/XXXX I received saw my credit card statement and found that this month I have a {$110.00} balance transfer interest charge. I called USAA to try to figure out what was going on and with an executive accounts specialist, XXXX ( employee # XXXX ). According to him, the product/offer of the balance transfer with 0 % interest had expired at the end of XX/XX/XXXX and that I had made my transfer after the closing date, thus in USAAs eyes I had made a regular balance transfer that would incur monthly interest payments just like any regular transfer made outside of the promotional periods. I attempted to explain to him that USAAs own representatives had on two different occasions told me that I had been eligible for these promotional rates. I explained that I never would have made the balance transfer under any circumstances outside of such a promotion. Obviously there would be no reason to pay {$200.00} to transfer a balance to a USAA card when the interest rates were no more favorable with USAA than with my other financial institution ( XXXX ). After much discussion, XXXX told me that USAA would not honor the initial transfer terms that had been described and sold to me on the phone by their own representative on XX/XX/XXXX, nor would they honor what the representative on XX/XX/XXXX had told me. The offer sold to me and that I in good faith accepted had never, as far as USAA was concerned, existed. According to XXXX, USAA does not maintain transcripts of telephone calls beyond a 30 day period so there was no proof of a bank error. I essentially was stuck with the {$200.00} transfer fee, {$190.00} in interest payments, and a balance transfer that will never enjoy the 0 % rates that I had signed up for in the first place. I can not believe that a financial institution can sell to a consumer a financial product thatby their own admissiondid not exist at the time and then refuse to help that consumer fix the consequences of their own mistake. It is clear I never would have made the balance transfer in the first place had there not been a promotional rate on offer and, as far as I could have possibly known at the time, there WAS such a promotion available. They refuse to take responsibility for promises made by their own representatives, on two different occasions. And now I am stuck with only bad options in terms of the fees and interest Ive already had to pay and will continue to have to pay whether I stay with USAA or transfer the balance elsewhere.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 61820
Submitted Via: Web
Date Sent: 2017-11-28
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-27
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I made a purchase for a suitcase from an online merchant which represented themselves as an original brand. When I received the item and the purchase confirmation I realized the merchant was actually overseas but presenting themselves as a local brand. As soon as I received the item I was unsatisfied and contacted the merchant. The merchant was overseas and were limited in there English writing skills but I did get in there messages to return the item and that they would provide a refund. I disputed this transaction with my bank USAA initially on XXXX XXXX, 2017 the amount of {$250.00}, almost three weeks after the initial purchase. They provided me with a provisional credit right away. But it seems they needed more information on the transaction and because I did not provide it they came back and took the provisional credit back. After realizing what occurred and speaking to my bank I went to my email and provided the bank all of the requested documentation including emails between me and the merchant and USPS documentation showing the item was returned back to the merchant. It has now been over 100 days I still have no solution to my dispute. I 'm still waiting to have my funds of XXXX refunded. The item has been refunded back to the merchant. the merchant has stated they have requested to the bank to have funds refunded I do n't know if that is true or not.
Company Response: Company believes the complaint is the result of a misunderstanding
State: MD
Zip: 20782
Submitted Via: Web
Date Sent: 2017-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-26
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: USAA does not have an effective process for adding joint owners to deposit accounts. Adding a non-citizen spouse to my checking and savings accounts was initiated in XXXX 2017 but not concluded until XXXX 2017 and then only after multiple communications between USAA and me that included two letters, three online uploads and over five telephone calls to USAA agents. Only in the final communication ( a phone call initiated by me ) was a USAA agent able to communicate the details of what needed to be corrected. Specifically, USAA does not have an effective process for notifying account holders of error conditions associated with providing documentation required by IRS code. In my case, I submitted a XXXX but did not complete the form correctly. USAA was unable to communicate the nature of the error to me online, or my mail or after three telephone calls to inquire status of adding my spouse to the account. I received communication from USAA by phone ( twice ) and by US postal mail ( twice ) which said in essence " call us, there 's a problem '' but the calls and messages did not indicate what type of problem was involved or how to correct it. On four occasions I contacted USAA in response, the agent was unable to tell me what the problem was. On three occasions I was informed that the joint owner was added and action was complete, but this was not accurate. In two letters sent by US postal mail, and in two calls initiated by USAA and in five telephone calls, no USAA agent communicated to me what in the XXXX was not correct. Ultimately, the error was communicated and an form re-submitted. So my immediate need was resolved after much frustration. The problem with USAA 's process still exists and may cause other consumers the same problem I experienced.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IA
Zip: 50263
Submitted Via: Web
Date Sent: 2017-11-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A