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: December 4, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: KY
Product: Credit card
Issue: Application processing delay
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 4, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AL
Product: Credit card
Issue: Transaction issue
Full Complaint:
In XX/XX/XXXX I had a credit report run for a personal loan. A USAA account showed up on my credit report with a transaction amount of {.00} that was placed on this credit card account on XX/XX/XXXX. The account was subsequently noted as late and sent to collections. USAA has since closed the account. I had no knowledge of this account and/or the charge made in XX/XX/XXXX. The charge was also made in XXXX. I have been living in XXXX since XX/XX/XXXX.
I contacted USAA and was informed that the account was opened in XXXX but no charges were ever posted to the account until XXXX. USAA was sending all information on this account to an address in XXXX so I had no knowledge of what was happening until a year later.
I have contacted USAA at least 3 times and have been provided with varied information about how to handle the case. I wrote a letter to them and did receive 2 letters dated XX/XX/XXXX that the disputed charge may be unauthorized or fraudulent. One of letters stated, ” we ‘ re transferring the matter to our Fraud department for continued investigation. ” I have not had any response in writing from them since.
I called in XX/XX/XXXX and was told by a woman named ” XXXX ” that nobody had investigated my account. She proceeded to inform me that I needed to file a police report in order for USAA to resolve this matter.
Response Type: Closed with monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 1, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: IL
Product: Credit card
Issue: Balance transfer
Full Complaint:
This is a credit card fraud case beginning in XXXX 2016! I orignally reported the fraud charges to usaa in XXXX 2016! Total fraud charges of over {00.00} were added to my credit card balance due, of which {.00} were charges belonging to me! Most fraud charges have been credited to my balance due except {0.00} which were transferred to my balance due payment for XXXX 2016. After reporting fraud charges I have repeat- edly talked to customer service, fraud dept. attempting to reach a conclusion and a ” XXXX ” balance! A letter, e mails were sent asking for verification ( transactions ) of balance due!
At this time usaa has not responded and the calls to c/s has been promises and no results!
Response Type: Closed with monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 1, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA
Product: Credit card
Issue: Identity theft / Fraud / Embezzlement
Response Type: Closed with explanation
Public Response:
Company believes complaint represents an opportunity for improvement to better serve consumers
Date of Complaint: December 2, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Mortgage
Sub-Product: Conventional fixed mortgage
Issue: Application, originator, mortgage broker
Full Complaint:
We received emails, letters, and phone calls. We were required to fill out actual papers to return in the mail and uploaded documents electronically. Unfortunately, our rep kept asking for information already submitted which lead to confusion if anything was really needed. We did finally figure out that our multiple year tax returns ( labeled as such ) was only for one year, which would not have been a problem to upload the correct documents as it was easily accessible. The main problem is that the rep advised my husband ‘s contract was a requirement. I spoke with the rep and rep ‘s supervisor advising that we are unable to get his contract as it was still being reviewed by their lawyers. As of date, we still have not received his contract. USAA would not give an extension on the dates as they stated the dates given were a state requirement. Please advise if this is accurate or not. We asked if there were alternatives, which we provided as requested contact information to verify employment over the phone also advising it was changing to a month to month contract, but this did not suffice. I want to see if this was handled correctly. I am upset that the process left us confused on something that should have been a simple enough process in saving us lots of money at a time that rates were at an all time low. Please note that a letter was sent with the date the material was due, however, it also stated required documents which were already uploaded. I took the whole document to be inaccurate, as I was told over the phone that a yes or no answer was needed to refinance or not by XX/XX/XXXX and close out with refinance where both signatures were needed by XX/XX/XXXX. The dates contradicted one another. Also, from a customer service point of view, the rep was passive aggressive in calling the night before deadline around XXXX – XXXX CST. I reached out to the supervisor due to above and being told to keep uploading documents already in the file without the rep looking at everything. This is when we figured out what was actually needed. USAA, in our eyes, had enough information to make a decision or could have suggested a better valid alternative. Last complaint is that I had to figure out where the savings were rather than USAA advising these tips and this is what the rep and supervisor do for a living versus 1st time refinancer … or attempted refinancer. One of these savings has expired due to USAA being unable to render a decision.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 1, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CO
Product: Debt collection
Sub-Product: I do not know
Issue: Cont’d attempts collect debt not owed
Sub-Issue: Debt is not mine
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 2, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Consumer Loan
Sub-Product: Installment loan
Issue: Managing 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: December 1, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
Product: Bank account or service
Sub-Product: Checking account
Issue: Using a debit or ATM card
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 2, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MO
Product: Mortgage
Sub-Product: VA mortgage
Issue: Loan servicing, payments, escrow account
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes complaint is the result of an isolated error
Date of Complaint: December 1, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Credit card
Issue: APR or interest rate
Response Type: Closed with non-monetary relief
Public Response:
Company believes complaint is the result of an isolated error
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.