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 30, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA
Product: Bank account or service
Sub-Product: Other bank product/service
Issue: Making/receiving payments, sending money
Response Type: Closed with explanation
Public Response:
Company believes complaint is the result of an isolated error
Date of Complaint: April 30, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA
Product: Mortgage
Sub-Product: VA mortgage
Issue: Application, originator, mortgage broker
Full Complaint:
My husband and I contacted USAA on XXXX/XXXX/XX/XX/2015 to apply for a VA Mortgage Loan. After a series of long hold and providing information to the representative. We were advised that we were not approved at this time for a mortgage loan and that we would receive a letter in the mail to explain, in detail, why we were not approved. After a week had gone by, I contacted the company to find out if the letter had been sent, they advised ” system had not generated the letter yet ”. Again after 3 weeks, I still had not received a letter and I contacted the company to find out why. I asked to speak to a manager and the representative proceeded to advised me that she could help and that we were not approved because my husband ‘s credit score was below XXXX. I do believe discussing credit scores and denial reasons over the phone is a violation. I still have yet to receive a letter of explanation even though it has been well over a month since applying for the loan.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: April 29, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
Product: Bank account or service
Sub-Product: Checking account
Issue: Account opening, closing, or management
Full Complaint:
I opened a checking, savings, secured credit card, investments, and ROTH IRA with USAA bank. From hearing from friends and family of how happy they were with the service, that is what prompted me to open accounts with them. So far I have been extremely happy, until XXXX XXXX, 2015 when I tried logging on to the internet to view my account balances. I receive a message stating ” Due to past difficulties, we can no longer offer you access to usaa.com. If you feel that we have restricted your access in error, please call toll-free XXXX. ( XXXX ) ” I immediately contacted the bank and was informed that they will be closing my accounts due to a criminal record that was discovered. At no point in time before, during or after was I informed of a criminal record check, nor did I ever authorize for my records of any sort to be accessed. After reviewing their account opening agreement, and other disclosures, nowhere does it state that a criminal record search maybe conducted and/or may bar you from an account.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: April 28, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: WA
Product: Credit card
Issue: Billing statement
Full Complaint:
I have a credit card through USAA and the Master Card payment can be done online. I made a payment and I was charged XXXX thus leaving me with a {00.00} and change credit which subsequently created an overdraft because I also have pulled {00.00} out to buy a truck. I have been speaking to several respresenatives XXXX, XXXX, XXXX, XXXX and a few others I can not remeber and still can not seem to get a hold of anyone who can give me a straight answer with realistic expectations. I ‘ve ask to speak with management and was then transferred to USAA ‘s Executive Resolution Team who still couldn’y help. I asked to just speak with a manager and was told that was a 24 hour wait time, I suppose because at my point I ‘m extremely irratated. I believe if USAA has the ability to accept an electronic payment or take money out of your account under their direct payment options, yet they claim they can not reverse the payment. So if an error is made regardless of the facts or situation, the customer will have to wait XXXX to 10 business days to be refunded the money. So fortunately I have savings, but what happens to the individual who gets this error and they do n’t have money in the bank? {00.00} is many families two week take home pay check and USAA believes families can just skip a pay check! Worse during this process USAA has called ” today ” and told me the card was compromised and has been locked so I can not even use the card to get the credit off the card. Lastly my bank charged me an over draft fee.
Complaint Tags: Servicemember
Response Type: Closed with monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
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.