July 2015 Complaints Against USAA

Compiled from Public Data by FairShake

If you have an issue with USAA, you’re not alone.

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.

Do you have a complaint against USAA?

Pursue Legal Help

FairShake helps thousands of people take legal action & get compensated…

Learn more about how to sue USAA

Complaint Details:

Date of Complaint: July 3, 2015


State: CA

Product: Mortgage
Sub-Product: Conventional fixed mortgage

Issue: Loan servicing, payments, escrow account

Full Complaint:
I have XXXX complaints about USAA mortgage services. The first, I ‘m concerned that I may have overpaid in interest. The second has to do with how USAA unilaterally applies additional mortgage payments to principal, interest and escrow, and the third has to do with their use of ” mortgage servicers ” to manage their mortgages and their lack of accountability or responsibility to their members when using the ” mortgage servicers. ” For the first issue, I sent three additional mortgage payments that were to be applied to the principal only. In each instance USAA applied the additional payment to the principal, interest and escrow. I contacted USAA to correct the payments, with the exception of the last payment. I have n’t yet been able to reach the ” mortgage servicer. ” As interest is determined by the value of the loan, the interest rate and number of days, I ‘m concerned that I ‘ve overpaid in interest. I was assured by USAA that the payment corrections would be dated back to the date the money was received ; however, it does n’t appear that the corrections were. The first payment was made XXXX/XXXX/15, but was not corrected until XXXX/XXXX/15. The second payment was made XXXX/XXXX/15, but the correction was not made until XXXX/XXXX/15. Unfortunately, because of my work schedule and USAA ‘s ” mortgage servicer ” business hours, I ‘ve not yet been able to reach them to correct the third payment.
Additionally, the second issue, on the third payment, I made it very clear that the payment was to be applied to the principal only. I wrote in all caps and highlighted ” PRINCIPAL ONLY ” on the check and money orders. I selected ” principal only ” on the payment coupon and included the value that was to be applied to the principal. Still, USAA applied the amount to the principal, interest and escrow despite my express written desire that the entire amount be applied to the principal only.
For the third issue. I contacted USAA about correcting the third payment and they directed me to their ” mortgage servicer. ” The ” mortgage servicer ‘s ” business hours differ from USAA ‘s business hours. So I called USAA back and explained the ” mortgage servicer ” was closed for the day. USAA offered to give me the ” mortgage servicer ‘s ” direct phone number so that I could call them directly when they were open for business. I explained to USAA its extremely difficult for me to contact the mortgage servicer because of my work hours and that my mortgage contract was directly with USAA, not the ” mortgage servicer. ” I had no desire to work with their ” mortgage servicer. ” The agreement with the ” mortgage servicer ” was between USAA and the ” mortgage servicer. ” My agreement was directly with USAA and I did n’t want to contact a third party to correct a payment relative to the agreement between USAA and myself. USAA was unable to help and insisted I contact their ” mortgage servicer. ” I sent an email complaint to USAA about it and received no resolution.

Company response:

Response Type: Closed with explanation

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.