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: April 2, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
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: April 3, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: WV
Product: Credit card
Issue: Unsolicited issuance of credit card
Full Complaint:
I applied over the phone for a credit card that was advertised on USAA website as a 1.5 % cash rewards credit card. I think it was a new product at that time, so when I called to apply the lady had trouble finding the specific XXXX I wanted, but after a few minutes on hold she came back and said that she had found the 1.5 % cash back World MasterCard that I wanted to apply for. We went through the application process over the phone and at XXXX other times throughout the conversation I verified that this was the 1.5 % cash rewards card. I was put on hold again XXXX of these times and the worker came back to the phone and said yes, this is the 1.5 % cash rewards program card. After a few days I got the card in the mail and it was just the plain USAA World MasterCard, not the 1.5 % cash rewards card. I already had a 1 % rewards card from them. So after several unsuccessful phone calls to their executive resolution people, I sent a consumer dispute form to them detailing that I wanted the card removed from my credit history and deleted, not cancelled. ( I was told over the phone multiple times that the only thing I could do was cancel the card, but I will not do this because it lowers your credit score from my understanding to have an account opened then closed within a month period. ) They contacted me and said they could not do what I wanted by removing the inquiry from my credit history because I did authorize application and that I would have to cancel the card and re-apply. I authorized application to the 1.5 % and not the card they gave me, so I believe it is their responsibility to remove the application from my credit history.
Complaint Tags: Servicemember
Response Type: Closed with non-monetary relief
Public Response:
Company believes the complaint is the result of a misunderstanding
Date of Complaint: April 6, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MI
Product: Mortgage
Sub-Product: VA mortgage
Issue: Application, originator, mortgage broker
Complaint Tags: Older American, Servicemember
Response Type: Closed with monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: April 2, 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: Older American, Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: April 2, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MN
Product: Credit card
Issue: Identity theft / Fraud / Embezzlement
Response Type: Closed with non-monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: April 6, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: OH
Product: Mortgage
Sub-Product: VA mortgage
Issue: Application, originator, mortgage broker
Full Complaint:
My mortgage processor with USAA, XXXX XXXX XXXX emailed a completed VA form with my social security number, date of birth, full name and address prefilled on the form without any read protections or encryption since she felt it would be faster than using USAA ‘s encrypted banking website to send the form. USAA ‘s own internal company policy prohibits emailing of any mortgage forms because of the risk of identity theft ( as stated to me by another representative earlier in the mortgage process when I requested a loan pre-qualification letter ). Despite XXXX XXXX claims to the opposite, the email was not encrypted and she feigned ignorance of how encrypted emails work by stating that USAA ‘s networks are encrypted and thus all emails are as well. Her deliberate act to email a VA form with my personally identifiable information ( PII ) via an unsecure email without any document protections ( such as requiring a password to open the file ) has exposed me to the potential for identity theft now.
Beyond this issue, throughout the mortgage process USAA refused to honor my wishes to contact me by telephone instead of by email, causing delays in providing documentation. USAA also failed to explain the process in which mortgage officers are appointed and how you may not have the same officer if you have to cancel XXXX application and begin another. The quality of the mortgage officers varies widely with some apparently completely unable to read a customer profile ( I am not married, but XXXX XXXX insisted I was XXXX and asking to have a new officer assigned becomes an adversarial event between the customer and a manager. Management of these officers is similarly terrible with promises not being followed up on or even phone calls returned requesting help.
I do not intend on ever using USAA for future mortgages and I would not recommend them to anyone either.
Complaint Tags: Servicemember
Response Type: Closed with non-monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: April 1, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: WA
Product: Credit card
Issue: Other
Response Type: Closed with explanation
Date of Complaint: April 6, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: SC
Product: Consumer Loan
Sub-Product: Vehicle loan
Issue: Taking out the loan or lease
Full Complaint:
Last week I applied for a used car loan at my financial institution, USAA. I asked for a loan up to {000.00} but also told the loan processer at USAA that I hoped I would need a loan for less than $ 15K after we finished negotiations on the car. I was quoted a rate of 2.75 % for this loan.
After concluding negotiations with the owner of the vehicle for the sale at {000.00}, I gave the owner my personal check for {00.00}, so the remainder needed for a loan was {000.00}. I called USAA to execute the loan, but was told that for any amount less than $ 15K, the interest rate would be higher than 2.75 %. Because of the higher rate, I complained and spoke to several different people in USAA ‘s loan department, resulting in rates quoted from 4.75 % down to 3.2439 %. They still refused to give me the rate originally quoted of 2.75 %, even though I have a screen printed from their website showing the 2.75 % rate for my loan. They claimed that if I would take the $ 15K ( or higher amount ) loan, I could still get the 2.75 % rate, but for any lesser amount, the rate would be higher. This makes no sense at all, since their risk for a smaller loan amount is less than with the larger loan amount.
This is nothing more than a classic ” bait-and-switch ” tactic. If this was a disreputable loan shark, I might understand their tactic, but for USAA, I did n’t expect such dishonorable and dishonest behavior. They should be prosecuted for their ” bait-and-switch ” tactic to the fullest extent of the law.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: April 6, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AZ
Product: Mortgage
Sub-Product: Conventional fixed mortgage
Issue: Credit decision / Underwriting
Full Complaint:
On XX/XX/2015 I applied for a mortgage with USAA. Due to my income to loan ratio, I was told that I would have to receive approval from their underwriting department, which could take up to 3 business days. I asked if there was any way to expedite the process because the sellers would like a Good Faith Estimate (GFE) as a guarantee of creditworthiness, and the mortgage representative said there was no way to make the process go faster.
On XX/XX/2015 I was called by a USAA Mortgage Representative stating that their underwriting department was wondering if there were more assets that I have available, to which I gave them my XXXX information. I was then told it could be up to another 3 days for a decision. Again I told the representative of my situation and that I had already waited 2 days, to which I didn’t think I should have to restart a 3 day wait again. He again reiterated there was no way to make the process go faster.
On XX/XX/2015 I was notified of my loan approval. I asked to lock in a 3.625% rate program on a 30-year conventional loan, which she said she did. I was informed they would be sending out my loan paperwork and GFE via XXXX. I asked the representative to make that GFE available electronically so that I could send it to the sellers of the house I was trying to purchase. The representative told me she would make the information available via USAA’s electronic documents system.
On XX/XX/2015, the documents were still unavailable on USAA’s electronic document system, however they arrived via XXXX and incorrectly showed a 3.25% interest rate with over ,000 in origination and discount fees that I had never asked for, nor agreed to. At approximately XXXX Arizona time, I called USAA to ask what was going on. A mortgage representative verified that I had locked in a 3.625% rate and that new documents would be sent to me by XX/XX/2015. I informed her that I needed a GFE to give to the sellers and this was already taking 4 days longer than it should have. I asked her to either send the documents electronically or via fax. She state that contrary to what was told to me the previous day, mortgage documents cannot be sent electronically, and that the department that sends our faxes had already gone home so they could not accommodate my request.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: April 1, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Credit card
Issue: Other
Full Complaint:
USAA did not follow procedures when they processed and disbursed convenience checks on a credit card individual account I had where my ex-wife forged my signature and took money from there causing a balance. For the past year I have been in contact with USAA calling and going to the branch.I started the process to buy a house with my now wife and realized they credit account still showed a balance. I went several times to USAA since.I requested the convenience checks that showed my ex-wife handwriting. She NEVER had a power of attorney or authorization to use that account. My ex-wife was hiding all this even from the court during the divorce and custody and diverted the correspondence so I did not find out about this. This person committed tax evasion as well and I have proof of that plus other things she did where she forged my signature and used my social security without authorization. I informed USAA of the issue and suddenly in XXXX I receive a cancelation of debt ( form XXXX ) from USAA stating that shows the balanced owed as canceled. They are still reporting to the credit bureaus a balance on the account.I went with my now wife to USAA and was connected with their call center to request a letter that states the balance is cero in the account due to the cancelation of debt. The representative stated that they indeed sent a cancelation of debt but technically I still owe the money. I told them there is no way I can still owe something they have written off for the fraud they allowed when my ex-wife forged my signature and in their notes is like that. They are trying to claim a lost and also keep me in their books like I still owe what they have canceled. I believe that is also fraud!
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company disputes the facts presented in the complaint
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.