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 23, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MO
Product: Bank account or service
Sub-Product: Checking account
Issue: Deposits and withdrawals
Full Complaint:
On XX/XX/2016 I was contacted by USAA Bank but no message was left. When I called them back, I was sent to the main menu where I checked my balance, at that point I was made aware of an unusual balance of over {00.00} in my checking account. I knew that was unusual and called to report it. The rep. XXXX from member security stated that a deposit of {00.00} was made, after some questions I was confused due to the medications I take as a veteran and stated that the only possible reason for the deposit was if my father had sent the money. I was not completely sure and was merely stating a thought. I was then asked if I had withdrawn money and I confirmed that I had at some point withdrawn money that week but could n’t remember the day or the exact amount. I was then told someone had called in as me and had access to my entire account and it was now under lock.
I tried to explain that I have been the victim of ID theft thru XXXX XXXX Inc. and did not commit any fraud.
I was contacted on XX/XX/XXXX by the original USAA XXXX, who badgered me with questions stating I was committing fraud and being held liable.
I was then contacted by XXXX in the USAA XXXX. that I was going to be held liable but I was not provided any reason as to why.
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 23, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Mortgage
Sub-Product: Conventional fixed mortgage
Issue: Application, originator, mortgage broker
Full Complaint:
The mortgage company changed the loan terms to a more expensive loan well after it was aware of the change in circumstance that they allege necessitated the change. It seems they implemented a fraudulent bait-and-switch.
After shopping around for loans, we went with this particular company because of they offered loan with a lower interest rate and a substantial lender credit. Apparently this loan was based on the property we were purchasing being a town home – as opposed to a condo. When we initially spoke with the loan officer, we noted that we did not know if the property was a town home or condo, and that we did n’t even know the legal difference. The loan officer went with a town home when generating the loan estimate, without letting us know that the loan would be significantly worse if the property is a condo. It is noteworthy that the loan officer was viewing the property listing and the listing indicated the home is a condo. Thus, the loan office should have known the correct type of property at this time.
Regardless, well into escrow, almost approaching the originally promised close date, the loan company informed us and sent us a revised loan estimate specifying a loan that eliminated the lender credit, now required us to pay points, and required a much larger down payment. ( Interestingly, the revised closing estimate did not compare the revised loan with the original loan. ) The loan company said that this change was due to finding out from the appraisal report that the property is actually a condo. However, the appraisal report was sent to and reviewed by the loan company 10 days before they sent us the revised loan estimate. This clearly violates the Consumer Protection Rules that any revised loan estimate having such a large change be provided to the buyer within three days of the ” changed circumstance ” that triggered the change.
We attempted many times to resolve this issue with the loan company, but they would never work with us and instead tried blaming us for the error, claiming we told them the property was a town home, which we did not.
This process seemed to us to be a fraudulent bait-and-switch, where the loan company promised us favorable terms to effectively bait us in, and then switch to a less favorable loan when we were well through the process, knowing that we would have a very difficult time switching to a different loan at that time.
Response Type: Closed with explanation
Public Response:
Company believes complaint represents an opportunity for improvement to better serve consumers
Date of Complaint: November 23, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
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: November 28, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: SC
Product: Bank account or service
Sub-Product: Checking account
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: November 23, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
Product: Mortgage
Sub-Product: VA mortgage
Issue: Loan servicing, payments, escrow account
Complaint Tags: Servicemember
Response Type: Closed with non-monetary relief
Public Response:
Company believes complaint represents an opportunity for improvement to better serve consumers
Date of Complaint: November 26, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NY
Product: Credit card
Issue: Delinquent account
Full Complaint:
I have been a member to USAA since 2004.
today I have auto insurance again with USAA. However the problem seems to be with the USAA credit debt collection department. Because, I have entered into a Debt Relief program with the National Debt Relief, a USAA credit debt collection agent called me and stated that as a result of me haven joined a Debt Relief program, the credit card department will be obligated to cancel my auto insurance, if I do n’t make payments to my credit card. Today I spoke directly with the USAA auto insurance department, and they said, that no other department from USAA or any credit card, has the right to stop my auto insurance. So my question is, why was the USAA debt collector agent giving me false information about the outcome of me being in a debt relief program? USAA should not have the right to retaliate against my auto insurance policy. I also spoke with the USAA Credit Card department and they forwarded me directly to the MasterCard debt collection company and they as well stated that, no such thing can be done by a credit card company … that whoever said that, is giving you misleading information.
I here by call on a complaint against USAA Debt Collection department for giving false information about the life or extend of my auto insurance just for being in a debt relief program.
As of today, all my auto insurance quotes have been paid. So I have no idea why USAA wants to retaliate against my auto insurance, when that is in good standing.
thank you.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes complaint represents an opportunity for improvement to better serve consumers
Date of Complaint: November 25, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TN
Product: Bank account or service
Sub-Product: Checking account
Issue: Deposits and withdrawals
Complaint Tags: Servicemember
Response Type: Closed with monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: November 28, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Money transfers
Sub-Product: International money transfer
Issue: Other transaction issues
Response Type: Closed with non-monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: November 28, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Bank account or service
Sub-Product: Checking account
Issue: Deposits and withdrawals
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: November 28, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA
Product: Credit card
Issue: Other
Complaint Tags: Older American
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.