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 27, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: OR
Product: Mortgage
Sub-Product: Conventional fixed mortgage
Issue: Application, originator, mortgage broker
Full Complaint:
Previous lender ( XXXX ) offered mortgage rate reduction service for a fee % of outstanding balance with a maximum of {00.00}. I wanted to open my new mortgage with USAA because I liked them for banking however I would only switch if this service were offered. When I started the process of buying a new house this summer I confirmed with my USAA processor that USAA offered a similar service to that of my previous lender. Because of this I opened a loan with USAAIn XXXX of XX/XX/2014 seeing that rates dropped I contacted USAA mortgage department to reduce my rate. XXXX XXXX said that this was not a service which USAA offers but they could handle it through the loss mitigation department. I talked to several people in the loss mitigation department because I thought this was the wrong department. Every person I talked to said that loss mitigation was the correct department, even though I was not at risk of defaulting. They said I just had to fill out the paperwork and jump through the hoops and I would be able to reduce my rate. After submitting all the paperwork, on the final step of my processing, my loss mitigation processor XXXX told me that a loss mitigation was the incorrect service for my situation. He sent me to XXXX XXXX who I talked with and we decided the best solution would be for me to do a mortgage refinance and have USAA cover/offset some of the costs. I was forwarded to XXXX XXXX, of USAA Mortgage to handle this, who then sent me back to loss mitigation who then sent me back to XXXX at USAA Mortgage. Each department will not handle my rate reduction and says the other department is responsible. They will just send me back and forth with no resolution.
This is very unethical because I was offered and purchased a service ( mortgage rate reduction for & lt ; {00.00} ) which USAA will now not provide. = XXXX
Response Type: Closed with explanation
Public Response:
Company believes the complaint is the result of a misunderstanding
Date of Complaint: April 27, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NY
Product: Credit card
Issue: Closing/Cancelling account
Full Complaint:
I received a letter from USAA indicating that my credit cards are being closed due to ‘unacceptable behavior or activity ‘. I called USAA and they will not explain the behavior or activity that was ‘unacceptable ‘ to them, nor will they reconsider opening the accounts. This is significantly detrimental to my credit history as this was XXXX of the XXXX credit cards I opened over 10 years ago.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: April 24, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AR
Product: Bank account or service
Sub-Product: Checking account
Issue: Deposits and withdrawals
Full Complaint:
I deposited my refund check from the IRS. My bank, USAA, put an 8 day hold on it with no notice. I set up auto-payments for rent, bills, etc based on receiving my refund. Now all of my bills will bounce and I will incur NSF fees, despite having over {00.00} in that account. I now have a {
Date of Complaint: April 27, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: OR
Product: Mortgage
Sub-Product: Conventional fixed mortgage
Issue: Application, originator, mortgage broker
Full Complaint:
Previous lender ( XXXX ) offered mortgage rate reduction service for a fee % of outstanding balance with a maximum of {00.00}. I wanted to open my new mortgage with USAA because I liked them for banking however I would only switch if this service were offered. When I started the process of buying a new house this summer I confirmed with my USAA processor that USAA offered a similar service to that of my previous lender. Because of this I opened a loan with USAAIn XXXX of XX/XX/2014 seeing that rates dropped I contacted USAA mortgage department to reduce my rate. XXXX XXXX said that this was not a service which USAA offers but they could handle it through the loss mitigation department. I talked to several people in the loss mitigation department because I thought this was the wrong department. Every person I talked to said that loss mitigation was the correct department, even though I was not at risk of defaulting. They said I just had to fill out the paperwork and jump through the hoops and I would be able to reduce my rate. After submitting all the paperwork, on the final step of my processing, my loss mitigation processor XXXX told me that a loss mitigation was the incorrect service for my situation. He sent me to XXXX XXXX who I talked with and we decided the best solution would be for me to do a mortgage refinance and have USAA cover/offset some of the costs. I was forwarded to XXXX XXXX, of USAA Mortgage to handle this, who then sent me back to loss mitigation who then sent me back to XXXX at USAA Mortgage. Each department will not handle my rate reduction and says the other department is responsible. They will just send me back and forth with no resolution.
This is very unethical because I was offered and purchased a service ( mortgage rate reduction for & lt ; {00.00} ) which USAA will now not provide. = XXXX
Response Type: Closed with explanation
Public Response:
Company believes the complaint is the result of a misunderstanding
Date of Complaint: April 27, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NY
Product: Credit card
Issue: Closing/Cancelling account
Full Complaint:
I received a letter from USAA indicating that my credit cards are being closed due to 'unacceptable behavior or activity '. I called USAA and they will not explain the behavior or activity that was 'unacceptable ' to them, nor will they reconsider opening the accounts. This is significantly detrimental to my credit history as this was XXXX of the XXXX credit cards I opened over 10 years ago.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: April 24, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AR
Product: Bank account or service
Sub-Product: Checking account
Issue: Deposits and withdrawals
Full Complaint:
I deposited my refund check from the IRS. My bank, USAA, put an 8 day hold on it with no notice. I set up auto-payments for rent, bills, etc based on receiving my refund. Now all of my bills will bounce and I will incur NSF fees, despite having over {00.00} in that account. I now have a {{{mpg_replace}}.00} available balance, despite the money from the IRS being in my account. I have been a customer for over 17 years.
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 27, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: IN
Product: Debt collection
Sub-Product: Credit card
Issue: Communication tactics
Sub-Issue: Frequent or repeated calls
Complaint Tags: Older American, Servicemember
Response Type: Closed with explanation
Public Response:
Company can't verify or dispute the facts in the complaint
Date of Complaint: April 28, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: RI
Product: Credit card
Issue: APR or interest rate
Full Complaint:
I asked the USAA rewards XXXX XXXX XXXX to lower my interest rate from 17.9 % to something lower. To my surprise they told me that thanks to President Obama 's new credit card rules that they COULD NO LONGER LOWER ANY INTEREST ( APR ) on any existing cards. I find that hard to believe. I checked with my banking institution and they were not aware of this. USAA is telling their customers that the law prohibits the reducing of APR on any active credit card. Is this the truth, I really doubt it?
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: April 23, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: IL
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: April 27, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
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 23, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CO
Product: Credit card
Issue: Identity theft / Fraud / Embezzlement
Response Type: Closed with non-monetary relief
Public Response:
Company believes complaint is the result of an isolated error
Date of Complaint: April 27, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: WA
Product: Bank account or service
Sub-Product: Checking account
Issue: Deposits and withdrawals
Full Complaint:
My name is XXXX XXXX XXXX and I am an XXXX XXXX, XXXX ; I have recently been a victim of fraud. Someone is depositing checks into my account ( means unknown ) and withdrawing the funds from various ATM 's and XXXX in XXXX, XXXX. The checks are of course faulty ( labeled XXXX XXXX, which no longer exists ) and put my account negative {000.00}, plus the {00.00} I had in their before the activity began. I reported suspicious activity as soon as I noticed the issue, changed all of my info, reported it to the USAA fraud department, placed fraud alerts with all XXXX credit bureaus, filed police reports with the XXXX ( CID will NOT take the case ; told me to try contacting XXXX PD ), etc. USAA is holding me liable for the negative balance on the account and are exercising their right NOT to do business with me. USAA was unable to explain why I was not notified of fraudulent activity ( I am signed up for fraud alerts ) although activity is taking place in XXXX, and I 'm XXXX XXXX. When I asked why they would allow the account to get so bad, they responded with, " We allowed the funds to be immediately available because you have been a valued customer for so long. '' I was never notified of activity taking place across the US, I never called USAA to make them aware that I was going to be in XXXX, etc. I am married to an veteran as well, and together we have an XXXX yr old daughter. This has put us in a financial bind because XXXX of my XXXX paychecks was directly deposited into the negative-standing account because I was unable to change it in time. I am past due on multiple bills, etc. The ultimate solution I am looking for is to NOT be held liable for the negative balance of {000.00}, and to receive my {00.00}, which was garnished in the account. If USAA chooses not to continue business with me afterwards, I am ok with that. Any assistance you can provide me would be great. I have also contacted Congressman XXXX XXXX, XXXX XXXX of XXXX.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: April 23, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
Product: Consumer Loan
Sub-Product: Vehicle loan
Issue: Taking out the loan or lease
Full Complaint:
I obtained an automobile loan from USAA. During the telephone conversation to apply for the loan I was offered an extended vehicle protection plan which I purchased with non-loan funds held in a DDA account at USAA. The funds for the EVP were deducted from my DDA account on XXXX/XXXX/2015 the day I picked up the car. I had changed from one dealership to another, and from one car model to another and as such I called USAA to notify them of the new information and seek a new price on the EVP as I selected a different model vehicle than I had described during my first telephone call to obtain the loan.
The EVP proved unacceptable for many reasons and I rejected it for a refund during the preview period during which the customer may review the documents.
The vehicle loan was established using a check-like form presented to the vehicle dealer. The bank accepted the form from the dealer and funded the loan. The bank added as second ( with a different policy number ) EVP to the loan principal and obtained state doc stamps for the entire proceeds of the loan including this unwanted second EVP.
Telephone conversations with USAA have proved fruitless. I have asked them to remove the second EVP they added ( they may contact the vendor of the EVP to rectify their error ), correct the loan amount and correct the doc stamps. They have failed to do so putting the onus on my to reach out to the vendor of the XXXX EVP and cancel it on their behalf. This would leave the doc stamp difference unresolved.
USAA as an agent for the EVP has made misrepresentations to induce me to purchase the EVP. USAA failed to assist in obtaining a refund for the initial EVP. As it was purchased based on the EVP 's agent 's ( USAA ) incorrect plan description I felt it incumbent on USAA bank to assist in recouping the funds debited from my account at USAA.
USAA improperly and without authorization added an unwanted product to a consumer loan in violation of the law. When notified USAA took no timely or definitive steps to remedy their error. Rather they insist the customer untangle the mess they have made. The number of errors, misrepresentations and the stonewalling by USAA customer service lead me to hold the opinion that this is not simple errors but a pattern of incompetence, a breach of fiduciary duty, and perhaps even fraud and I encourage the CPFB to investigate and take enforcement action.
Response Type: Closed with monetary relief
Public Response:
Company believes complaint is the result of an isolated error
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 27, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: IN
Product: Debt collection
Sub-Product: Credit card
Issue: Communication tactics
Sub-Issue: Frequent or repeated calls
Complaint Tags: Older American, Servicemember
Response Type: Closed with explanation
Public Response:
Company can’t verify or dispute the facts in the complaint
Date of Complaint: April 28, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: RI
Product: Credit card
Issue: APR or interest rate
Full Complaint:
I asked the USAA rewards XXXX XXXX XXXX to lower my interest rate from 17.9 % to something lower. To my surprise they told me that thanks to President Obama ‘s new credit card rules that they COULD NO LONGER LOWER ANY INTEREST ( APR ) on any existing cards. I find that hard to believe. I checked with my banking institution and they were not aware of this. USAA is telling their customers that the law prohibits the reducing of APR on any active credit card. Is this the truth, I really doubt it?
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: April 23, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: IL
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: April 27, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
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 23, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CO
Product: Credit card
Issue: Identity theft / Fraud / Embezzlement
Response Type: Closed with non-monetary relief
Public Response:
Company believes complaint is the result of an isolated error
Date of Complaint: April 27, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: WA
Product: Bank account or service
Sub-Product: Checking account
Issue: Deposits and withdrawals
Full Complaint:
My name is XXXX XXXX XXXX and I am an XXXX XXXX, XXXX ; I have recently been a victim of fraud. Someone is depositing checks into my account ( means unknown ) and withdrawing the funds from various ATM ‘s and XXXX in XXXX, XXXX. The checks are of course faulty ( labeled XXXX XXXX, which no longer exists ) and put my account negative {000.00}, plus the {00.00} I had in their before the activity began. I reported suspicious activity as soon as I noticed the issue, changed all of my info, reported it to the USAA fraud department, placed fraud alerts with all XXXX credit bureaus, filed police reports with the XXXX ( CID will NOT take the case ; told me to try contacting XXXX PD ), etc. USAA is holding me liable for the negative balance on the account and are exercising their right NOT to do business with me. USAA was unable to explain why I was not notified of fraudulent activity ( I am signed up for fraud alerts ) although activity is taking place in XXXX, and I ‘m XXXX XXXX. When I asked why they would allow the account to get so bad, they responded with, ” We allowed the funds to be immediately available because you have been a valued customer for so long. ” I was never notified of activity taking place across the US, I never called USAA to make them aware that I was going to be in XXXX, etc. I am married to an veteran as well, and together we have an XXXX yr old daughter. This has put us in a financial bind because XXXX of my XXXX paychecks was directly deposited into the negative-standing account because I was unable to change it in time. I am past due on multiple bills, etc. The ultimate solution I am looking for is to NOT be held liable for the negative balance of {000.00}, and to receive my {00.00}, which was garnished in the account. If USAA chooses not to continue business with me afterwards, I am ok with that. Any assistance you can provide me would be great. I have also contacted Congressman XXXX XXXX, XXXX XXXX of XXXX.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: April 23, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
Product: Consumer Loan
Sub-Product: Vehicle loan
Issue: Taking out the loan or lease
Full Complaint:
I obtained an automobile loan from USAA. During the telephone conversation to apply for the loan I was offered an extended vehicle protection plan which I purchased with non-loan funds held in a DDA account at USAA. The funds for the EVP were deducted from my DDA account on XXXX/XXXX/2015 the day I picked up the car. I had changed from one dealership to another, and from one car model to another and as such I called USAA to notify them of the new information and seek a new price on the EVP as I selected a different model vehicle than I had described during my first telephone call to obtain the loan.
The EVP proved unacceptable for many reasons and I rejected it for a refund during the preview period during which the customer may review the documents.
The vehicle loan was established using a check-like form presented to the vehicle dealer. The bank accepted the form from the dealer and funded the loan. The bank added as second ( with a different policy number ) EVP to the loan principal and obtained state doc stamps for the entire proceeds of the loan including this unwanted second EVP.
Telephone conversations with USAA have proved fruitless. I have asked them to remove the second EVP they added ( they may contact the vendor of the EVP to rectify their error ), correct the loan amount and correct the doc stamps. They have failed to do so putting the onus on my to reach out to the vendor of the XXXX EVP and cancel it on their behalf. This would leave the doc stamp difference unresolved.
USAA as an agent for the EVP has made misrepresentations to induce me to purchase the EVP. USAA failed to assist in obtaining a refund for the initial EVP. As it was purchased based on the EVP ‘s agent ‘s ( USAA ) incorrect plan description I felt it incumbent on USAA bank to assist in recouping the funds debited from my account at USAA.
USAA improperly and without authorization added an unwanted product to a consumer loan in violation of the law. When notified USAA took no timely or definitive steps to remedy their error. Rather they insist the customer untangle the mess they have made. The number of errors, misrepresentations and the stonewalling by USAA customer service lead me to hold the opinion that this is not simple errors but a pattern of incompetence, a breach of fiduciary duty, and perhaps even fraud and I encourage the CPFB to investigate and take enforcement action.
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.