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: November 14, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Consumer Loan
Sub-Product: Installment loan
Issue: Taking out the loan or lease
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: November 9, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MA
Product: Bank account or service
Sub-Product: (CD) Certificate of deposit
Issue: Account opening, closing, or management
Complaint Tags: Older American, Servicemember
Response Type: Closed with non-monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: November 14, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: RI
Product: Bank account or service
Sub-Product: Checking account
Issue: Problems caused by my funds being low
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: November 10, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: OR
Product: Bank account or service
Sub-Product: Checking account
Issue: Deposits and withdrawals
Full Complaint:
USAA is in the practice of : Depositing personal checks via their mobile app.
The funds are deposited and the app will inform you the funds are available immediately.
USAA then claims the right to place that deposit on a funds hold at a later date without any kind of notice. The consumer is required to check back in at any random time to find funds are no longer available for use.
I will then write a personal check to pay a bill, and that check will bounce. I ‘ll look to find that my money is no longer available to me. My bank has made some unexplained determination that they will hold funds for 10 days. Because my funds were not available they charge me an NSF fee three times. After asking for an explanation, I ‘m told there is none, but that I ‘ve agreed to this policy.
Then they release my funds after all three attempts have been made.
I find this practice to be fraudulent because I ‘m given notice that they have my funds and I ‘m not given any notice that they will be held at some point. USAA then takes an action that results in their keeping my money as a result of the arbitrary action they ‘ve taken. This seems very corrupted to me. Despite their claim that I ‘ve consented to this system of abuse, I believe the matter is larger than just my individual experience.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: November 9, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NJ
Product: Debt collection
Sub-Product: Other (i.e. phone, health club, etc.)
Issue: Cont’d attempts collect debt not owed
Sub-Issue: Debt was paid
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: November 10, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA
Product: Credit card
Issue: Billing disputes
Full Complaint:
Two things – XXXX failed to honor a travel voucher due to me for a cancelled flight ( then rescheduled flight ) that carried travel insurance. In the meantime, my credit card company failed to cancel my credit card account after I found fraudulent charges on it. XXXX essentially charge my credit card twice for a flight and failed to honor my travel insurance or travel voucher for the rescheduled flight. In total, I was actually due a refund from XXXX. Now there are charges on a credit card that I thought I had cancelled and the credit card company, after receiving all pertinent documentation to this fact, notified the credit bureaus that I am overdue on my credit card payment – on a card that I do n’t have and that I had believed in good faith was closed permanently.
Complaint Tags: Servicemember
Response Type: Closed with non-monetary relief
Public Response:
Company believes complaint is the result of an isolated error
Date of Complaint: November 10, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: KY
Product: Bank account or service
Sub-Product: Checking account
Issue: Deposits and withdrawals
Full Complaint:
I had a joint account with my son that was compromised by fraudulent activity. My son was a victim of identity theft and his account accrued unauthorized charges. A report was made to USAA to rectify the situation, but instead of providing us with outstanding customer service, we were treated like the CRIMINALS. I along with my son and his mom called into the customer service for USAA on several occasions and received horrible service. Each time we called in we were put on hold for hours at a time, passed along from person to person and department to department without anything ever being resolved. I have spoken to supervisors who promise to get back with me within 48 hours and I never hear from them, I am so frustrated with the poor excuse for leadership and customer service that USAA has. Since 2012 my account has been compromised 5 or 6 times and USAA has yet to resolve the issue. I have asked on several occasions to close out and reopen my accounts but they assure me that nothing is wrong. Now I ‘m stuck with a {0.00} bill for fraudulent charges that were n’t properly investigated by USAA. There customer service is HORRIBLE!! VETERANS BE WARE!!
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: November 9, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: SC
Product: Credit card
Issue: Other fee
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: November 10, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NC
Product: Mortgage
Sub-Product: VA mortgage
Issue: Loan servicing, payments, escrow account
Full Complaint:
I have had a mortgage with XXXX ( serviced by XXXX since XX/XX/XXXX ). On XX/XX/XXXX, my mortgage was sold/switched to another Subservicer of XXXX, Nationstar. Since that time, my mortgage has not been reported to the credit bureaus. Consequently, I do n’t have a current mortgage showing on my credit report. I am in the process of purchasing a new ( additional ) home ( closing scheduled for XXXX … One week from today ), and my lender is telling me that it can not be processed until my existing mortgage is reflected on my credit report. I have made at least 6 calls to Nationstar customer service to find out when it will be reported. Nationstar told me they are legally prohibited from reporting my info for 60 days following the loan transfer. Today is day 65, and they have given me 6 different answers as to when it will definitively be reported : 1 ) automatically on day 60 ; 2 ) on the 10th day of this month ; 3 ) at the end of the month ; 4 ) at the end of the billing cycle ; 5 ) at the beginning of next month ; and 6 ) ‘ it has already been reported ‘. Today, they ‘confirmed ‘ that it will be reported on the first of next month. I have begged them to manually override the system and report my mortgage info now. They said this is not possible. They told me that every lender has different policies, and this is their policy.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes complaint caused principally by actions of third party outside the control or direction of the company
Date of Complaint: November 11, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: PA
Product: Credit card
Issue: Credit line increase/decrease
Full Complaint:
My husband and I have a joint credit card with USAA. We had mistakenly thought we made a payment on it, and we had not. Our mistake lead to us somehow going only XXXX dollars over the ” limit ” which I ‘m not sure why they allowed in the first place. Instead of contacting us to inform us that we were over the limit, which we would have payed instantly, they reported it to the credit bureaus and our scores have both dropped by XXXX points. Upon trying to contact them to resolve or dispute this issue, I was transferred around in circles between USAA and XXXX for XXXX minutes, and could not find a single person to explain why it had happened or provide any type of resolution for the future.
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.