Date Received: 2017-08-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a 30 yr fixed rate loan with this bank.Every month they hold out auto pymt from my bank account that includes interest and principal. I started sending a extra amount to them which should go right to the principal no interest. I talked to them about it once and they went back to the correct way but it messed up the way they figured the interest into the loan.Time went by everything all right then they did it again the loan is fixed any extra money sent to them over the pymt amount should go to principal.It is not a huge amount but it will change the whole figures on the loan since it is already fixed for the life of the loan.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93637
Submitted Via: Web
Date Sent: 2017-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-21
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: This is a response to USAA 's explanation of CFPB complaint XXXX which they closed and seemed to gloss over a few things. USAA 's response was dated XX/XX/XXXX. In their response USAA states the following : '' Our records show that in XX/XX/XXXX you reported XXXX unauthorized transactions between your two credit card accounts. You advised you were a victim of identity theft, fraud cases were opened, and provisional credits were applied to your accounts. In XX/XX/XXXX, your accounts were forwarded for review due to the history of reported fraud claims. Our review determined that the charges from XX/XX/XXXX were valid, and the charges were assessed back to your account. When fraud claims are filed for unauthorized charges, USAA does not send letters stating that credits for the fraud charges are permanent ; a letter is only provided for credit card disputes, which are different than fraud. " 1. ) XXXX unauthorized transactions between your two credit card accounts I assume is correct as I am unable to view the account. However in the process of processing this fraud claim USAA re-entered the same claim 4+ times and is now stating I have a history of reporting unauthorized charges. This statement is in fact false. In this case it is USAA who has a history of erroring and submitting multiple fraud claims. 2. ) Stating credit card disputes are different from fraud is incorrect. FCBA applies : Billing errors that are covered by the FCBA include : Fraudulent or unauthorized use of your credit card, whether the card was stolen or the merchant charged unapproved items to your account. Charges that list the wrong date or amount. Charges for goods or services you either did not accept or that werent delivered as agreed. Math errors, such as being charged twice for a transaction. Failure to post payments or other credits ( like returns ). So An assertion that a transaction resulted from " unauthorized '' use of a credit card can be both a " defense '' and a billing error. During the dispute. According to the FTC, you may withhold payment of the disputed amount ( and related charges ) during the investigation. FCBA rules to remember : The card issuer may not take any legal or other action to collect the disputed amount and related charges ( including finance charges ) during the investigation. While your account can not be closed or restricted, the disputed amount can be applied toward your credit limit. The card issuer also may not threaten your credit rating, report you as delinquent or restrict or close your account because your bill is in dispute or you have used your FCBA rights. However, they may report that you are challenging your bill. In addition, its against federal law for creditors to discriminate against credit applicants who exercise their rights in good faith under the FCBA. USAA has restricted and closed my accounts as well as damaged my credit rating because my bill was in dispute. In fact, USAA stated the dispute was resolved while reporting damaging information the CRA 's in clear violation of FCBA. These actions have been direct discrimination against me for exercising my rights in good faith. If it turns out that your bill contains a mistake, the creditor must explain, in writing, the corrections that will be made to your account. In addition to crediting your account, they must remove all finance charges, late fees, or other charges related to the error. Yet in USAA 's response to the original complaint they state they do not send out these required statements. However, if the card issuers investigation determines that you owe part or all of the disputed amount, they must promptly provide you with a written explanation. You may request copies of documents proving you owe the money. At this point, youll owe the disputed amount, plus any accumulated finance charges. You also may have to pay the minimum amount you missed paying because of the dispute.I still have yet to receive any written explanation of how or why USAA determined I am responsible for the unauthorized charges. I have not received any documents relevant and used during the investigation by USAA despite many requests and FCBP laws requiring the creditor to provide them. Finally any creditor who fails to follow the settlement procedure may not collect the amount in dispute, or any related finance charges, even if the bill turns out to be correct. For example, if a creditor acknowledges your complaint in 45 days 15 days too late or takes more than two billing cycles to resolve a dispute, the penalty applies. The penalty also applies if a creditor threatens to report or improperly reports your failure to pay during the dispute period. There have been numerous errors in following the settlement procedure by USAA, thus USAA has no right to collect any amount in dispute or finance charges.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-21
Issue: Problem when making payments
Subissue: You never received your bill or did not know a payment was due
Consumer Complaint: I was shocked when I reviewed my credit report and found late payments on the dates below : XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX I am not sure how this happened. I believed that I made all my payments to you when I received my statements. My only thought is that my monthly statements did not get to me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20746
Submitted Via: Web
Date Sent: 2017-08-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-09
Issue: Fraud or scam
Subissue:
Consumer Complaint: I am XXXX XXXX military member with the XXXX XXXX XXXX XXXX. I have a checking account with USAA. On XX/XX/XXXX mobile deposits were made into my account in the amount of {$6500.00}, {$6700.00}, and {$500.00} for a total of {$13000.00}. The deposits were made by a " XXXX XXXX '' XXXX XXXX XXXX, XXXX GA, and the check was from a XXXX XXXX XXXX XXXX Account. I do not know XXXX XXXX, how she got my bank account information, or how the deposits were made. On XX/XX/XXXX, several debit withdrawals were made in increments of {$1000.00}, {$1500.00}, and three ( 4 ) {$2000.00} withdrawals for a total of {$10000.00}. The withdrawals do not provide any information about who withdrew the money from the account. The deposits of {$13000.00} were also withdrawn. I spoke with USAA reported the incident, it was investigated, and was told that they could not help me because it was a " personal matter. '' I also spoke with a legal assistance attorney with the XXXX XXXX and was referred to this complaint system with the CFPB. Any help in the matter would be greatly appreciated.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 31907
Submitted Via: Web
Date Sent: 2017-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-22
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: I have had nothing but problems with usaa. I guess it was because I am friends and family and not linage to the military that usaa wants to treat me like dirt. I have had nothing but issues since someone stole my check book and made so fraudulent purchases. I have been in contact with usaa since and it has been such a terrible process. Then XXXX wanted to cause some problems by wanting to process a payment out of an old checking account listed with them generating two {$29.00} NSF fee 's. I never got communication that those fee 's were on there until I signed on line and seen that every dime I had in my other two accounts had been taken by usaa and suspended pending charges they assessed to be paid. When I spoke to a representative she stated sorry you have to pay the fee 's regardless or your membership will be terminated with usaa. Both my gradfathers served in XXXX and XXXX from the military and this is how I am treated. XXXX XXXX treats veterans families better. I got in to usaa when they opened everything up to friends and family and I feel like it has been discrimination from the beginning and that they treat everyone that does not qualify for full membership differently because of the stupid lineage clause. MY mom hates your company and did n't want anything to do with USAA for a reason and now I see why. So could n't qualify for full membership because she did n't want anything to do with yall. I am not sure how that is fair. But regardless I will file suit over discrimination because I am a XXXX mother and this incident was not my fault and yall have reported it to collections unfairly and It has caused my score decrease and everything.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32257
Submitted Via: Web
Date Sent: 2017-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I 've made payments to my home equity line of credit ; however the lender does not reduce the interest first - they only apply the amount paid to the principal. This enables the bank to accrue more interest and increase the amount of the loan on the back of the customer. When I sought a response from the bank, the response was that no payment was due. However, interest continues to accrue ; so by me making a payment and the bank not applying the accrued interest, I am being charged additional interest despite my paying a monthly payment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22201
Submitted Via: Web
Date Sent: 2017-08-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-22
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I reached out to them in regards to getting a home loan and was told to get an appraisal 2 inspections pay the ernest and dudiligence fee which I did and they day of closing I get told by Also they are stopping the check not and I now have to find a whole new place to live since my current residence lease was up and I was told to turn in my 30 day notice because I was set to close yet the day of closing told me they could n't approve it after I have the documents telling it was approved so I spoke with XXXX she said to submit the receipts and stuff for what I spent so I could get refunded which I did n received no response so I did a BBB complaint a XXXX calls me said he has no record of the loan or anything I was stating I told him all my transactions are with usaa it 's all there he hung up on me and responded to the complaint as completed and satisfied I responded back to the complaint and XXXX reached out XX/XX/XXXX I asked her to call me back in an hour because I was at work I get an email like I stating she tried to reach out to me which was a lie she only called the one time and I answered she said she would call back and did n't so I responded to the email stating no one called me she then called and would n't let me talk kept over talking me telling me she did n't have any record or anything and I needed to send it to her which I said I would and but would want to be compensated for this as she should have it and I should n't have to keep doing the same thing over and over it was a stall tatic and we hung up she sent an email stating if I had any other questions to call her and stated things she never said so I wrote my response she called back and called me all sorts of liars telling me I was n't told what I was because no one there would tell me I would get anything back and that she called the company the errnast the to money was sent to and I needed to get it from them but she ca n't help me and I ca n't speak to anyone else she was reading notes that people left and I asked for the names she said I already had and refused to give it to me and asked to speak with someone else she wouldnt allow me to told em there was no one above here and even if I wrote a letter it was coming to her I got mad because she wouldnt stop over talking me and I said some rude things she hung up I called back she sent me to voicemail I left a message that she was incompetent at her job and I would tell a lawyer because she doesnt run USAA and I researched attorneys and came across you I hope you can help me this has been going on since XX/XX/XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28314
Submitted Via: Web
Date Sent: 2017-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-14
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: In XXXX XXXX USAA restricted my online account access after I noticed a bunch of " transfer adjustments '' on my credit cards. These adjustments with no data or information at all I was told were a reversal of a billing dispute which had been finalized 12 months prior. 1. ) This reversal of the billing dispute was illegal as it was performed more than 90 days after USAA was notified of the error. Which is the maximum timeline provided by law to finalize such disputes. These results according to the Fair Credit Billing laws are Final. 2. ) In XXXX I requested all documentation related to this decision be sent to me. We are now in XXXX and the only documentation I have received has been copies of my credit card statements. No where is the many documents and notices USAA has sent me does is any documentation regarding the investigation of the billing dispute from last year or documentation as to the how / why the decision was made by USAA. 3. ) In XXXX I requested Documentation explaining why USAA restricted my online access to all accounts, as well as to the reason they took adverse action in cancelling all my USAA accounts without notice or reason. They only notified me the accounts were closed weeks after they had already been closed. Yet I have still not received a single reason or document explaining these actions. 4 ) I also requested documentation as to the negative and false information being reported the CRA 's. Such as the following : * Auto Loans which were paid in full and closed in XXXX still being reported as opened. * Credit Cards, which were in dispute being reported as dispute closed. XXXX Credit Card balances being reported as at or near their credit limits when this was not the case XXXX Credit Card Balances being reported MUCH higher than they actually were. 5. ) As required by law I have not received any of these documents despite my repeated verbal and written requests for such documents. The timeline allowed by law for USAA to supply such documents has also expired. 6. ) Despite repeatedly asking all documents and statements for all my accounts be physically mailed to me since USAA restricted my online access. As of XXXX/XXXX/XXXX I was notified by XXXX in collections that all documents for all accounts were still set to be delivered electronically and not physically mailed, despite having many USAA agents tell me otherwise. 7. ) I was talking with someone from the CEO 's office until a month ago when he stopped returning phone calls or contacting me as promised. I ask USAA to respond in FULL DETAIL to EACH of the numbered complaints and violations of consumer protections laws. I also ask they correct these errors immediately as their actions have cost me greatly! Due to their freezing my online access and closing all my accounts, holding the funds in my checking and investment accounts for over a month I faced many hardships. Additionally their negative reporting to the CRA 's prevented me from opening other lines of credit or moving my auto loan to another bank who would actually send me statements.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-08-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-07
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: USAA as a Financial institutions is required to cooperate with consumers who find unauthorized or fraudulent charges on their accounts to investigate and resolve these incidents in a timely way, and where appropriate, restore missing funds. In the spirit of the law investigate means to contact the vendor to have them justify the charge. USAA instead pointed the finger at me and asked me to substantiate the fraud. We I do not have all the information as to why the Company ( XXXX ) charged my account. Obviously it will not be based on a legitimate means. THis is how these companies cheat the customer. If the financial institutions refuse to help the consumers then the unscrupulous practices of these companies will continue to go uncheck and will proliferate far into the future. I had to make a second request for USAA to protect my interest against XXXX 's unauthorized charge against my USAA account XXXX in the amount of {$210.00} on XXXX XXXX, XXXX. I disputed the charge and USAA issued a credit on XXXX XXXX but then revoked the credit on XXXX XXXX apparently without checking with XXXX. I was trying to find documentation on when XXXX refused to accept delivery of my equipment but apparently I was not able to get the information in time for USAA to retain the credit it had extended me. USAA failed to apply basic investigative tools through its refusal to contact XXXX and by its insistence that I as the consumer prove to USAA that I am not at fault.. XXXX fraudulent charge relates to my alleged failure to timely return XXXX Equipment after the end of a two year service period. ( In XXXX of XXXX ) I changed jobs from ( XXXX, OH to XXXX, OH ). In preparation for the move. I cancelled my XXXX service after my two year contract expired at the end of XXXX XXXX. I was commuting on the weekends between XXXX and XXXX. I received the boxes to return the equipment, When I arrived in town and retrieved the boxes XXXX had sent, it may have taken me a couple of weeks to gather the equipment, remote controls, boxes and the satellite disk from the roof but I did them and traveled to XXXX to return the equipment in what I thought was in a timely manner. Despite my efforts apparently XXXX refused to accept delivery not only once but at least on two occasions and instead decided to fraudulently charge my credit card in the amount of {$210.00}. I only ask that USAA follow the law, treat this charge as the fraud that it is and investigate this unauthorized and fraudulent charge and refund the amount XXXX stole from my account in the amount of {$210.00}. Just because a big name like XXXX is involved doesnt mean they are above the law. XXXX XXXX has proven this time and again. I seek to protect myself against a vicious predator that engaged in fraud against me as I approach my senior years. I am not quite at the age in which the law requires financial institutions to protect elders but this is preciely the type of fraud that targets older Americans who may have difficult traveling in the winter to return equipment obviously XXXX does not want because it would rather confiscate my bank account for {$210.00} than accept the equipment. When financial institutions like USAA become pawns in the process, I feel society as a whole losses. I entrusted to them to make an authorized charge when it refused to accept the return of equipment I had shipped to them on a timely basis. The comments in brackets are suggested edits to protect my identity.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 44120
Submitted Via: Web
Date Sent: 2017-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-08
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: I am a XXXX XXXX XXXX XXXX XXXX. Ever since I got out the XXXX it has been a slow progression of falling behind with slight catching up then falling back behind. There are a couple financial institutions that I have been with for years that I have been having issues with. But, this company just closed my account for lack of payment. I have been with them for the last 15 years. Let alone they call 3 times a day after I already told them my situation. It has been difficult to find a job to cover all my expenses, since the loss of my military income. I make maybe half of what I use to me. So, they have closed my account. This was also a huge hit on my credit report. How can you have such a long good standing with a company and they do n't help you out!?
Company Response: Company believes complaint is the result of an isolated error
State: KS
Zip: 665XX
Submitted Via: Web
Date Sent: 2017-08-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A