Compiled from Public Data by FairShake
The US government’s Consumer Financial Protection Bureau (CFPB) collects complaints against financial companies.
In 2015, the CFPB received 717 complaints against USAA. USAA ranked Number 35 among all financial companies for the most complaints.
Date of Complaint: December 28, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: WA
Product: Mortgage
Sub-Product: VA mortgage
Issue: Credit decision / Underwriting
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 28, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Bank account or service
Sub-Product: Checking account
Issue: Deposits and withdrawals
Complaint Tags: Older American
Response Type: Closed with monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 24, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: WA
Product: Bank account or service
Sub-Product: Other bank product/service
Issue: Account opening, closing, or management
Full Complaint:
I have auto insurance, banking, and a homeowner ‘s policy with USAA. I am a XXXX vet who has trouble with short-term memory ( service connected at 90 % ). Last XX/XX/XXXX ( approximately ), my auto policy became wonky and there was some misinformation going back and forth. I spoke to someone in XX/XX/XXXX as I got a notice of cancellation. She helped me square things away, and stated the policy would not cancel after I made a payment over the phone. She also helped me change the billing date to XX/XX/XXXX, and explained the payments would be about XXXX per month. A week later, letters started arriving about cancellations, forcing me to pay the full policy up front, lapses in coverage, etc. I continued to make XXXX a month payments as I gave up. On XX/XX/XXXX, I opened up a XXXX Auto Policy and sent a letter to USAA to cancel my auto. I called today and was told my policy was cancelled for non-payment.
Here ‘s where it gets worse. I tried to log on to access my bank account and my homeowners policy, and the system would not allow me access to these XXXX current accounts, stating I must call due to an issue. I called and was transferred to many people, and in fact XXXX of these folks refused to help ( especially a male in the banking side who forwarded me without helping me out ). USAA, who says they care for our Vets, do n’t realize that XXXX and frustration do not help us out and that I was extremely XXXX after being passed around like this with many people in different departments.
I told them, all I want is to access my bank account as it is XX/XX/XXXX. They told me in order to access my banking, I would have to go to the auto side and pay the XXXX payment for an outstanding balance ( which I disagreed with ).
I went ahead and made the payment, so I could gain access to my bank account. After the payment was made, I was then told I still ca n’t access my bank account until the payment clears, but after checking with the manager she came back and said it refreshes after midnight. I asked why I can not access my bank account as this is separate from the auto insurance division. I even went as far as stating that this is ransoming my financial product ( by stating they were kidnapping my account ), which I understand is a silly statement, but was said out of frustration. After 65 minutes on the phone, the only thing I have is a paid account ( which I do n’t owe because I gave them the date of my Progressive policy ), and still no access to my bank account.
Response Type: Closed with non-monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 24, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: OK
Product: Bank account or service
Sub-Product: Checking account
Issue: Deposits and withdrawals
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 22, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NC
Product: Bank account or service
Sub-Product: Checking account
Issue: Deposits and withdrawals
Full Complaint:
I transferred funds from my XXXX Checking Account to my USAA Checking Account on Friday, XXXX XXXX. This is not the first time I have transferred funds from and to these accounts. This is however the first time USAA has held all but {0.00} for 4 business days, which has ruined my attempt at surprising my wife and son for XXXX. I called USAA to inquire why they were holding my money and was told that it ‘s due to my maintaining a low balance in this account ; that the amount being transferred ( {0.00} ) was much higher than my average daily balance of {.00}. I only use my USAA account for work-related expenses ; to pay for parking, toll road fees and an occasional cup of coffee. I ‘ve researched the XXXX, Title XXXX, Chapter XXXX, Subchapter A, Part XXXX, XXXX, which states electronic transfers should be available the next business day ; and I find no ” Exceptions ” that speak to maintaining a low balance.There ‘s no reasonable business reason for this punitive rule other than to squeeze out a couple of pennies from each consumer. What this USAA ( Low Balance ) rule essentially does is penalizes consumers by holding their money hostage unless they maintain higher balances in their accounts. If they ca n’t make money off of your money on a daily bases ( low daily balance ), then they ‘ll hold your money if/when you make a larger deposit and make money that way.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 23, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CO
Product: Bank account or service
Sub-Product: Checking account
Issue: Deposits and withdrawals
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 23, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Credit card
Issue: Advertising and marketing
Complaint Tags: Servicemember
Response Type: Closed with monetary relief
Public Response:
Company believes complaint represents an opportunity for improvement to better serve consumers
Date of Complaint: December 23, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: IL
Product: Bank account or service
Sub-Product: (CD) Certificate of deposit
Issue: Account opening, closing, or management
Response Type: Closed with explanation
Public Response:
Company believes complaint is the result of an isolated error
Date of Complaint: December 23, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: OH
Product: Credit card
Issue: Identity theft / Fraud / Embezzlement
Response Type: Closed with monetary relief
Public Response:
Company believes complaint is the result of an isolated error
Date of Complaint: December 28, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NY
Product: Credit card
Issue: Payoff process
Response Type: Closed with monetary relief
Public Response:
Company believes complaint is the result of an isolated error
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.