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: September 4, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MD
Product: Credit card
Issue: Credit card protection / Debt protection
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: September 3, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Mortgage
Sub-Product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account
Full Complaint:
XX/XX/2015, my house XXXX flooded. When I received the disbursements from the insurance company, I sent the checks with copies of the Proof of Loss and the contractor ‘s estimate to USAA XXXX our mortgage company ) and waited for the check.
On Friday, XXXX XXXX, XXXX, I called and asked the status of the first disbursement for the contractor and was told that my information has been received and input on XXXX XXXX, and it would take 5-7 business days to send the check.
I called back Friday, XXXX XXXX, XXXX and was told the 5-7 business days was for processing time and that the check would be mailed in 24-48 hours.
I called back on Wednesday, XXXX XXXX, XXXX and was told my packet was missing the Proof of Loss from the insurance company and the contractor ‘s estimate and that nothing could be done until they were received. I was given an email address to send electronic copies to and sent that email XXXX.
I called back Thursday, XXXX XXXX, XXXX and was told that it would take 24-48 hours to input the documents and that the check would be sent after that.
I called back Monday, XXXX XXXX, XXXX and was told everything was cleared and that the check would be going out.
I called back Tuesday, XXXX XXXX, XXXX to insure the check had been mailed and was told it had just been released and would be mailed on Thursday, XXXX XXXX.
I called back Thursday, XXXX XXXX XXXX and was told that my file was missing the contractor ‘s estimate. I asked to speak with a supervisor who looked in my file and said she saw something from the contractor that said how much the repairs were going to cost.
Regardless of whether the contractor ‘s estimate is actually in their possession XXXX the number she quoted off it made it clear it is XXXX, the fact that they have repeatedly told me that the check is going to mail soon and then continually delaying the process is entirely unacceptable. Losing paperwork on multiple occasions smacks of willful negligence. USAA purports to serve service members and veterans, that I and my family has been treated so poorly is beyond my comprehension.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: September 3, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Bank account or service
Sub-Product: Other bank product/service
Issue: Account opening, closing, or management
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: September 5, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Consumer Loan
Sub-Product: Vehicle loan
Issue: Managing the loan or lease
Full Complaint:
I purchased a car earlier this year, using USAA as my finance company. I was given a 13 % interest rate for the loan. They explained this was because I had quite a bit of outstanding debt on my credit report. I was told that if I took care of these debts, I could refinance at a significantly lower rate. In turn, I sold my motorcycle and other items to pay these debts off. At the time I purchased this vehicle, I was just a couple months away from deploying overseas. They told me if I send a copy of my orders, they would lower the rate for the time I would be gone. After sending the orders, they denied lowering my rate, stating that it does not apply to me. After paying off my outstanding debts, and trading in XXXX other cars for XXXX, I greatly reduced my monthly payments and obligations. I then attempted to refinance the vehicle to get that better interest rate. They then offered me a new rate that was still over 12 %. This was not helpful, and has put me in a bad place. I purchased this vehicle at a high rate under the impression that I would be able to afford it after a very short time. If they would be willing to do as promised, I would be saving between $ XXXX $ XXXX. My wife and I will be moving in XXXX of 2016 to a new duty station. We will be losing over $ 1,000/month due to lower housing allowances at our new location. We are trying to save and continue to not incur additional debt in preparation for this move. I am worried that if we are not able to have a decent rate on this loan, I will end up defaulting on it, and letting it to into repossession.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: September 2, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CT
Product: Bank account or service
Sub-Product: Checking account
Issue: Making/receiving payments, sending money
Complaint Tags: Older American
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: September 5, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA
Product: Bank account or service
Sub-Product: Other bank product/service
Issue: Problems caused by my funds being low
Full Complaint:
USAA Bank has very poor customer service and a serious lack of communication with their customers.
I have been unemployed and unable to find a job for almost two years now and surviving on what little income I have, which I have told the bank many many times. They claim they will assist customers who are going through times of hardship, but they do not really care about their customers at all. I had a personal loan with them which they decided to close without even notifying me that I had past due payments. I understand that, and I am paying it so it will be done with, but lack of communication with customers is wrong, very wrong.
Just when things were being straightened out with them, I received a letter from them stating that they had closed my credit card account, ( which is paid up to date ) because of the consumer loan that they never warned me about.
Funny thing is I have been emailing with XXXX of the bank executives and he never once mentioned they were closing my credit card account.
It is so wrong for a bank to treat long time customers, especially ones who have served their country by either being a XXXX for the XXXX.
USAA Bank claims that they honor and appreciate those who have served their country but if you are going through financial hardship they refuse to do that and work with you, instead they treat you like dirt.
Response Type: Closed with explanation
Public Response:
Company believes complaint is the result of an isolated error
Date of Complaint: September 2, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA
Product: Consumer Loan
Sub-Product: Vehicle loan
Issue: Shopping for a loan or lease
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: September 3, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: OH
Product: Bank account or service
Sub-Product: Checking account
Issue: Account opening, closing, or management
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: September 1, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AR
Product: Money transfers
Sub-Product: Domestic (US) money transfer
Issue: Other transaction issues
Complaint Tags: Older American
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: September 1, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: WA
Product: Mortgage
Sub-Product: Conventional fixed mortgage
Issue: Application, originator, mortgage broker
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.