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: July 17, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA
Product: Bank account or service
Sub-Product: Other bank product/service
Issue: Account opening, closing, or management
Full Complaint:
I ‘ve been a member of USAA since 1990. Like millions of Americans, I was hit hard by the Great Recession. And was divorced, lost my job and forced to sell my much devalued home through short-sale ALL in the same year. Subsequently, I was forced to file for bankruptcy. Got back on my feet within two years but, USAA blocked access to their ” full ” website immediately. For 3 1/2 years I have only been allowed access to my accounts through a minimized web page holding only cryptic information as an alternative. When I log into USAA, it actually closes immediately and transfers me to another page where you have to go through the entire procedure again. The ” new ” web site that opens only offers minimal access. USAA also insures my car and when I had an accident a month ago, I could not see vital information pertaining to my claim. Their actions are clearly punitive. I kept my pre-bankruptcy bank accounts open ONLY to pay my insurance bill each month without much bother and do business through another bank. It is disturbing that I can not access information that is mine. Communicating with the adjuster has become nearly impossible as I can not download forms, photos or send emails that are allowed through the full web site. All things necessary to complete my damage claim.
I have read online from other USAA members that this is a common practice for USAA that amounts to a ” punishment ” for losing financial stability. Punishment on its members for causing the bank lose capital either through defaulted loans or credit card debt.
An interesting side note. I also have an IRA brokerage account through USAA. Numerous times I have tried to place money in the IRA and been rejected. The full web site offers easy access for adding to IRA and similar investment accounts. The reduced web site access offers no avenue for increasing the amount in my IRA which has stayed at {.00} for 3 1/2 years. Seems USAA does n’t want my investment dollars either!
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: July 21, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Credit card
Issue: Delinquent account
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: July 18, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CO
Product: Credit card
Issue: Closing/Cancelling account
Full Complaint:
On XXXX XXXX, 2015, USAA illegally closed all three of my credit card account with balance on them. They have never been late and always paid on time. They say it was my unacceptable behavior or activity with none of this occurred. Now my credit score is low because of this problem. I never had problem with the bank.Credit score damageCard cancellations can impact your credit score
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: July 21, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: IL
Product: Mortgage
Sub-Product: Other mortgage
Issue: Loan modification,collection,foreclosure
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: July 20, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA
Product: Mortgage
Sub-Product: Conventional fixed mortgage
Issue: Credit decision / Underwriting
Full Complaint:
My fiancee and I decided to choose USAA to hold our mortgage, so we applied through them initially. Approved us for $ XXXX initially … .filled out the entire application. And we had to do our own application because we were n’t married yet. All that was fine, but how do you approve us for $ XXXX, even though we found a house for way less, and then when we get 4 days from closing to tell us that our loan is no good and that we will not be able to close? And then ask us if we have any family members who could give us a substantial gift for a down-payment? We went from having to take $ XXXX to the table to $ XXXX to the table? So unprofessional. And then our original processor was out for a period of time, but she emailed us and said we were good. That was one issue. Then on the day I was originally suppose to close, USAA calls me back to tell me they have fixed everything ( I was on my way to another borrower ). So during the XXXX stint, we had to provide things that we had already provided ( twice ). Horrible.We kept calling because they were running against the clock to provide the documentation to the closing attorney ‘s office. Finally, we close. Which brings me to my second issue, if we are both borrowers for the loan, why am I getting the run around on getting my fiancee online access to pay the mortgage? We have called seven times ( on hold as I type this complaint ). We do n’t want a 30 year loan. We ‘re trying to pay the mortgage plus an additional {0.00} … .trying to give them money, but no one can seem to help. This may sound petty, but he should be able to see the loan through his online profile and make payments, instead of paying over the phone and paying an additional {.00} surcharge. USAA is suppose to be the cream of the crop, but I am very disappointed. We must have done something right because our loan is really good, even the other lender said if USAA can finish it, let them. But this has been a total disaster. At the current moment, I have had XXXX IT tickets put in so that my fiancee can get online access. Nothing has been done. I ask to speak to a supervisor, everyone is too busy. My parents and grandparents are ex-military and so is my fiancee ‘s family … … .they told us to go with USAA because we would get better rates. I waited to write this because I do n’t want anyone to give my family or me a hard time with our loans and other services, but at this point it does n’t matter. Do not choose USAA to finance your home.
XXXX XXXX
Response Type: Closed with non-monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: July 16, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TN
Product: Consumer Loan
Sub-Product: Installment loan
Issue: Taking out the loan or lease
Response Type: Closed with non-monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: July 16, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA
Product: Mortgage
Sub-Product: VA mortgage
Issue: Application, originator, mortgage broker
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: July 17, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Bank account or service
Sub-Product: Checking account
Issue: Account opening, closing, or management
Response Type: Closed with monetary relief
Public Response:
Company believes complaint is the result of an isolated error
Date of Complaint: July 19, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TN
Product: Credit card
Issue: Billing disputes
Response Type: Closed with non-monetary relief
Public Response:
Company believes complaint is the result of an isolated error
Date of Complaint: July 21, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: ME
Product: Credit card
Issue: Advertising and marketing
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.