Compiled from Public Data by FairShake
The US government’s Consumer Financial Protection Bureau (CFPB) collects complaints against financial companies.
In 2016, the CFPB received 979 complaints against USAA. USAA ranked Number 28 among all financial companies for the most complaints.
Date of Complaint: January 16, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
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: January 19, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA
Product: Mortgage
Sub-Product: VA mortgage
Issue: Application, originator, mortgage broker
Full Complaint:
We applied for a mortgage with USAA. They repeatedly lost documents we sent to them. They sent us confusing and conflicting requests. For example instead of saying ‘can we have a lease agreement for your rent ‘, they asked us for bank statements, then those bank statements were n’t good enough, then they asked for a letter from the landlord, not good enough and so on. This happened with pretty much every bit of requested information. Their ‘notice of incomplete application ‘ was inaccurate as it included many of the things we already sent. We would try and call 20+times a day and got no answer. They could n’t read XXXX orders ( despite being a bank for service people ), they could n’t read the condo pack that contained the flood insurance and instead claimed we failed to purchase it. As the Power of Attorney for my fiance as he is at sea and has sporadic internet connectivity I was not contacted ( despite chasing the application up for weeks ) until 5 days before the notice of action was due to expire. I asked for management to contact me, they refused. I reported it to Social Media, who apparently escalated the complaint but it was ignored. Finally I got in touch with a wonderful man who processed my complaint and also went through my application and realised that we had everything that was being asked for ( most of it was forwraded again as they had previously been sent but misplaces, misfiled or misread by the processors ). It was the last day to get everything signed off before the application would be closed. The manager of the processing team assured this agent that she would call me. She then messaged him to say she would in the morning and would deal with the outstanding documents. Instead of doing this she proceeded to close the application. We are already a week over out closing date and now are likely to be up to 45 days over again as we reapply, possibly again with garbled explanations of what is required, poor communication, lost documents and issues with us being overseas ( something that would n’t have been a problem had they processed things properly. We have been thoroughly mistreated and as a result not only face stress and financial hardship but will potentially lose our earnest money and even our home, thanks to their handling of this matter.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes complaint is the result of an isolated error
Date of Complaint: January 15, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: DE
Product: Credit card
Issue: Other
Response Type: Closed with non-monetary relief
Public Response:
Company believes complaint represents an opportunity for improvement to better serve consumers
Date of Complaint: January 15, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: WA
Product: Bank account or service
Sub-Product: Checking account
Issue: Account opening, closing, or management
Full Complaint:
I called the bank. They told me I had fraud on my account, so they locked me out. I can not access my account funds to pay my Bills ( I even asked if I could just close the account ). Now every time I call they want to over authenticate me. I have told them that I would get on skype with them and show them my face and my ID ( Drivers license ) in person. I do n’t trust their authentication methods to begin with because it seems that they failed to protect me when they where suppose to do so.
Response Type: Closed with non-monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: January 16, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
Product: Mortgage
Sub-Product: Other mortgage
Issue: Loan servicing, payments, escrow account
Response Type: Closed with monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: January 18, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: WA
Product: Bank account or service
Sub-Product: (CD) Certificate of deposit
Issue: Account opening, closing, or management
Response Type: Closed with non-monetary relief
Public Response:
Company believes complaint is the result of an isolated error
Date of Complaint: January 15, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
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: January 16, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CO
Product: Bank account or service
Sub-Product: Checking account
Issue: Deposits and withdrawals
Full Complaint:
I deposited a check into a XXXX Atm. For the last two days when I logged in the hole was scheduled to release on XX/XX/XXXX. On XX/XX/XXXX, XXXX changed the hold to XX/XX/XXXX. When I called to find out why a Sr.Rep lied and said the check would n’t clear until XX/XX/XXXX. The check is from an employer insurance plan and I had already spoke to them and thy said there was no issue with the check. The rep lied to justify changing the hold date of funds.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: January 19, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NH
Product: Debt collection
Sub-Product: Credit card
Issue: Communication tactics
Sub-Issue: Frequent or repeated calls
Full Complaint:
Repeatedly calling after being told not to on a recorded line.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: January 16, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Debt collection
Sub-Product: Credit card
Issue: Cont’d attempts collect debt not owed
Sub-Issue: Debt is not mine
Complaint Tags: Servicemember
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.