Date Received: 2016-11-23
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: The mortgage company changed the loan terms to a more expensive loan well after it was aware of the change in circumstance that they allege necessitated the change. It seems they implemented a fraudulent bait-and-switch. After shopping around for loans, we went with this particular company because of they offered loan with a lower interest rate and a substantial lender credit. Apparently this loan was based on the property we were purchasing being a town home - as opposed to a condo. When we initially spoke with the loan officer, we noted that we did not know if the property was a town home or condo, and that we did n't even know the legal difference. The loan officer went with a town home when generating the loan estimate, without letting us know that the loan would be significantly worse if the property is a condo. It is noteworthy that the loan officer was viewing the property listing and the listing indicated the home is a condo. Thus, the loan office should have known the correct type of property at this time. Regardless, well into escrow, almost approaching the originally promised close date, the loan company informed us and sent us a revised loan estimate specifying a loan that eliminated the lender credit, now required us to pay points, and required a much larger down payment. ( Interestingly, the revised closing estimate did not compare the revised loan with the original loan. ) The loan company said that this change was due to finding out from the appraisal report that the property is actually a condo. However, the appraisal report was sent to and reviewed by the loan company 10 days before they sent us the revised loan estimate. This clearly violates the Consumer Protection Rules that any revised loan estimate having such a large change be provided to the buyer within three days of the " changed circumstance '' that triggered the change. We attempted many times to resolve this issue with the loan company, but they would never work with us and instead tried blaming us for the error, claiming we told them the property was a town home, which we did not. This process seemed to us to be a fraudulent bait-and-switch, where the loan company promised us favorable terms to effectively bait us in, and then switch to a less favorable loan when we were well through the process, knowing that we would have a very difficult time switching to a different loan at that time.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: CA
Zip: 92009
Submitted Via: Web
Date Sent: 2016-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-23
Issue: Transaction issue
Subissue:
Consumer Complaint: We attempted to use our credit card at a hotel. The card was denied and we left the hotel without checking in. The charge was later applied to our account. We asked the hotel to reverse the charge ; they refused to talk to us. We asked USAA to reverse the charge ; they have now denied it twice after we followed all of their procedures. USAA provided an invoice from the hotel with no signature or card holder address ( because we did not check in to the hotel ). USAA cited that we did not reply to a request to offer a rebuttal to the hotel manager 's false statement about our stay at the hotel and applied the fraudulent charge to our account. However, we did provide a written electronic explanation ( two times ) as well as a signed statement mail to them in a business reply envelope they provided. Neither USAA or the vendor provided a signed invoice or receipt for this charge and despite the many written and signed statements we provided saying that we did not authorize a charge from the hotel ( because we did not stay there ) USAA charged us for this fraudulent transaction.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 752XX
Submitted Via: Web
Date Sent: 2016-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-17
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I deposit three authentic USPS money orders through the USAA banking app ( which USAA claims to support money order deposit ) on XXXX XXXX and XXXX XXXX. The app shows these money orders are available immediately. So I used the balance to schedule my credit card payment the next day. However, after 3 days, all of the money orders become " on hold '' while the USPS money order system shows the bank already cashed these checks. Now the USAA bank tells me all of the money orders were returned when the USPS money order system shows USAA cashed them. This will cause a big problem because my credit card accounts will charge me return check fees. In addition, the USAA bank says it is shutting my account because of the return check when in fact they cashed it. I have uploaded the picture of money order with the serial numbers which can be verified through USPS money order system to be genuine. Now I can not deposit the money orders elsewhere because USAA has cashed it, but also I can not get access to the fund in my account because USAA claims the checks are returned.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: NY
Zip: 11373
Submitted Via: Web
Date Sent: 2016-11-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-17
Issue: Billing disputes
Subissue:
Consumer Complaint: Credit card merchant paid disputed charges without my consent. Merchant went on to file deceptive report with credit bureaus. Credit card company misrepresented merchant dispute later fictitiously listed as late payment, missed payment and merchant charge-off.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 890XX
Submitted Via: Web
Date Sent: 2016-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-11-17
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: XXXX XXXX submitted dispute charges on his Debt card with USAA and USAA issued credit for those disputed charges. Then over 70 days later took the money back out of our account without no warning and no advanced warning. Called and Called trying to rectify the situation and to no avail even the XXXX office and not XXXX party would help or explain how they could violate their own agreement with XXXX that they have 60 days to reverse charges and/or mediate the dispute as well. Those charges hurt our family in major ways we were staying in a hotel room paying day by day and living day by day and trying to get a new permanent home as well. Which our check bounced for deposit our insurance payment bounced and stressed out for no valid reason per ethics or contract law. We even asked for help from their donation department to help and they could not help us out with a deposit for our new permanent home. Our account become overdrafted and we moved our direct deposits to another bank, Once over drafted and we owed them money for the past money we are locked out of our other accounts other than paying the bills on our mobile device we can not pull old statements from our bank accounts, add a car online to our insurance or pull old statements on our credit card or market account. Documented on Facebook as well as other notes and a printout showing how we our locked out of our account. XXXX XXXX was punished just the past 60 days for this behavior. When we call to get resolution we are on eternal hold for over XXXX30 minutes several times. USAA violated the trust given to them by many and business ethics.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80233
Submitted Via: Web
Date Sent: 2016-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-11-15
Issue: Credit card protection / Debt protection
Subissue:
Consumer Complaint: I attempted to contact USAA credit card company. XXXX from XXXX Ky stated that I would only be able to contact a call center and that I would no longer be having access to USAA the company. I explained this is a member only company and you should be affiliated to the military in some form. I am having problems with neighbors attempting to assume my identity. They have had copies of my credit card statements separated. In the past there was a XXXX and I never received it. I was only able to deal with the call center for this as well. I also, got a refund from XXXX XXXX through XXXX in months past that I never received. Now, I am having problems with XXXX orders being charged double. Other orders referenced than supplied by XXXX. I was attempting to get this XXXX order rectified. I contacted USAA because I was notified via email that they suspected suspicious activity. I only wanted to clarify that my reward points are back on my statements. Also, that my credits are not going to one of their employees as I was told they had some problems with employees. I want to know if my bank statements are correct and also that my credits are not going to an employee that has a copy of my credit card that I never authorized. I 'm told a person by the name of XXXX had my credit card in her hand. I place orders on line.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33991
Submitted Via: Web
Date Sent: 2016-11-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-16
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: Hello Consumer Financial Protection Bureau, I am an XXXX XXXX veteran currently serving in the CA XXXX XXXX XXXX and prior USAA member who has had USAA products and services in the past, such as mortgage loans, auto insurance, credit cards, checking/savings accounts, and auto loans ; all of which were in good standing. USAA stated that I could no longer be a member after a homeowner 's insurance claim was denied over the theft of personal property from my home. On XXXX, I won a judgement in small claims court against USAA for failing to make me whole ( please see enclosed ) and I was found to have no wrong-doing, however, USAA has maintained that I " misrepresented information. '' Prior to this scenario, I was a happy USAA member for many years and had satisfactorily used USAA products and services without discrimination. I am hoping that USAA will reconsider with forgiveness and mercy so that my eligible family and I can become members going forward. I am requesting to be a USAA member once again with the same membership rights privileges, and nancial resources afforded to other XXXX veterans. I am asking for your help in forwarding this written request to USAA since they have ignored my fax, emails, and written letter. I have high hopes that USAA will consider the USAA XXXX " We stand by you. USAA is dedicated to serving XXXX members and their families by offering more benets than any other major nancial service provider. '' Kindest regards, XXXX XXXX Member # XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 952XX
Submitted Via: Web
Date Sent: 2016-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-15
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: XX/XX/2016 : Applied to refinance my house with USAA, locked in my rate 3.5 %. XXXX/XXXX/16 : Received my application packet with all of the documents needed in the mail, including my intent to proceed. Expiration date of application packet was XXXX XXXX, 2016. XXXX/XXXX/16 : I uploaded all of my packet including my XXXX, income statements, intent to proceed, everything. I used USAA, so they have a digital portal to which I uploaded and indicated that I was done. The prompt said " Thank you! If we need any additional documents we will contact you. Check back to see the status of your mortgage application. '' XXXX/XXXX/16 : I get an email from loan originator XXXX XXXX XXXX # XXXX saying " I see your loan estimate has been delivered, please respond to this email with yes it is my intent to proceed '' I replied and told him I uploaded everything and yes it was my intent to proceed and asked him to please let me know if he needed me to submit the packet in any other format. NO RESPONSE. XXXX/XXXX/16 : I receive a denial letter in the mail stating my application was incomplete. I call and spoke with another originator XXXX XXXX who says " Oh yeah, I do see here you submitted everything on XX/XX/XXXX ... sorry about that. I 'll be happy to start another application for you, mortgage rates have gone up though. '' The increase in mortgage rate will cost me approximately {$7300.00} ( this does n't include the {$6000.00} in closing costs ). And they will have to run another credit inquiry. I was told by the manager " the individual has been reprimanded for his errors. '' However, I am the one who is paying the price for his errors.
Company Response: Company believes complaint is the result of an isolated error
State: TX
Zip: 787XX
Submitted Via: Web
Date Sent: 2016-11-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-16
Issue: Billing disputes
Subissue:
Consumer Complaint: Beginning in XXXX, 2016, I had some issues with my credit card company on XXXX card accounts. The issues are specific to their systems for payments being inoperable and not able to receive payments online, via bill pay, etc. The XXXX accounts are XXXX, and XXXX. It began with my logging into my accounts on my iPad, as part of my normal course of actions each month, to pay the amounts due on each credit card account. In trying to make payments on each account, the process would not proceed to the completion phases of the transaction. In fact, it stopped well short of it each time. My payment was n't due for several days, at this point, but I called in to customer service to see what the issue was. The representative informed me that there was a known issue with their online systems for web bill pay. Ticket # XXXX. Essentially, there was no ability to make payments on accounts while this issue was in existence. I was assured that the IT team would get the issue fixed soon, but no timeline for completion could be given at the time. So, I was told that I could try it in a few days and all should be fine. In trying again in a few days, I found that the same issue existed. No payments could be made in any format online, from within your account, or through bill pay. So I called the bank once again. I was told that there were still known IT issues with their systems as they relate to bill payments. In the alternative, I was told that I could make the payment with the representative over the phone if needed. I was also told that the systems would be back up and running soon, but no timetable could be given. I was also assured that no payments would be listed as late as they were aware of the current IT issues within their systems and that payments made through alternative means would post to accounts without delay. I effected the payments on each account with the representative on the phone that day. XXXX weeks later, I see that both accounts were reported as paid late on my credit report, for XXXX 2016. I called the bank again to find out how that could be. At the time, I was told that the only remedy that I could use to fix this was to go through the credit bureaus and dispute the reporting. During my call, it was confirmed that ( 1 ) the issue with the web bill pay systems still existed, ( 2 ) that my issue was never recorded correctly in the notes nor was a proper issue ticket created for my specific issue, ( 3 ) that the bank recognized that the late payment issue was not my fault and that the late fees were going to be credited back to my account ( that were applied on the XXXX, 2016 billing period ). The late fees were credited on each account on XXXX/XXXX/16. My NEW IT issue ticket number is # XXXX. I completed a dispute via the credit bureaus and waited. The results came back still showing that the XXXX card accounts were being reported as late in XXXX, 2016. Frustrated with this result, I called the bank once again and was transferred to their Member Debt Solutions department. I was told that there was nothing they could do unless I wanted to close the accounts and set up some kind of arrangement on the balances. That was not at all what I was wanting to do, and not an issue I was looking to solve. I 've been a member with this financial institution for 23 years. I 've never overdrafted an account and I 've never had a late payment in all those years. This INCORRECT and ERRONEOUS late reporting on my credit has cost me credit rating/score points, and has just recently resulted in another account lowering my available credit as a result of the previous event, which then lowered my score once again. All of which started with this bank 's KNOWN IT issue with their online payment systems that is in no way a fault of my own doing and certainly not under my control. Help!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 282XX
Submitted Via: Web
Date Sent: 2016-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-15
Issue: Billing disputes
Subissue:
Consumer Complaint: The credit card company did not credit my account for a refund I received from a merchant. I contacted them three times by telephone and each time I was assured by customer service representatives that they would correct the problem. However, it was never corrected. I then wrote to the credit card company at the address they indicated for billing disputes and provided supporting documentation regarding the refund I should have received. They never responded and my credit card account continues to be listed in arrears and I continue to be charged an interest fee on the balance.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 95618
Submitted Via: Web
Date Sent: 2016-11-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No