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 20, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NJ
Product: Mortgage
Sub-Product: VA mortgage
Issue: Application, originator, mortgage broker
Full Complaint:
I attempted to refinance my mortgage. I was emailed documents to sign electronically to continue with the loan process. In the documents it stated a XXXX dollar loan amount instead of the XXXX dollar loan amount. The company refused to correct the issue and told me to just sign the XXXX dollar document.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes complaint is the result of an isolated error
Date of Complaint: December 21, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
Product: Credit card
Issue: Billing disputes
Full Complaint:
XX/XX/XXXX 2 transfer adjustments of XXXX were made to my account, increasing the amount owed on the card XXXX. There was no reason for these adjustments, I believe they stem from a fraudulent charge made to my account in XXXX of this year. The fraudulent charge had been transferred from the credit card it was made on to this account. I called the credit card company and they corrected it. Not long after, they made another transfer adjustment to my account. Again, I called and it was corrected.
On XX/XX/XXXX they did the same transfer adjustment, twice. I have called 5 times over the last 6 weeks and have been assured that it would be corrected. It has not. I am contacting you because it now seems clear that USAA is unwilling to correct their error,
Response Type: Closed with monetary relief
Public Response:
Company believes complaint is the result of an isolated error
Date of Complaint: December 21, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AZ
Product: Bank account or service
Sub-Product: Savings 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: December 20, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: WV
Product: Mortgage
Sub-Product: VA mortgage
Issue: Application, originator, mortgage broker
Full Complaint:
My husband and I are both Veterans. We are divorcing and agreed he would take the house that is in both of our names, but under my VA entitlement. We were in the process of refinancing it out of my name and solely into his. We did the quit claim deed, got his XXXX, paystub ( {00.00} bi-weekly ), letter of verification, everything asked for. He was set to close on XXXX XXXX and I moved forward making an offer on a home for me and our kids. Communication break downs, misinformation changing of stories started happening two weeks before closing. They could not verify occupancy which made no sense as all his XXXX and paystubs verify this is his home. I could never get our loan officer on the phone, I was either getting calls from other people in different departments. I was promised to get a call from our loan officers manager immediately, and a week later, 6 days before closing, I was told they would not be able to refinance and I needed to contact the VA directly if I wanted my name off the loan. When I called the VA, they told me I should talk to the bank because a simple modification can take my name off the loan since it was in our divorce agreement. This is USAA Mortgage.
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 19, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: PA
Product: Credit card
Issue: Identity theft / Fraud / Embezzlement
Full Complaint:
I have paid XXXX on to my USSA credit card on XX/XX/XXXX2016. I paid through bill pay through my bank. I have a check # and confirmation #. I have called USAA over 5 times in the last week and they continue to tell me that it has not been paid and to contact my bank. I have since received a {.00} interest view. I have requested to speak with a USAA supervisor several times but have not been able to. I have provided USAA with the check number, name of bank, bank contact info and the confirmation number and still USAA refuses to assist me in getting this resolved. In a few days I will acquire a late payment, because they have not recognized my payment of XXXX. I also want to make sure this does not negatively impact my credit
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 20, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Bank account or service
Sub-Product: Checking account
Issue: Making/receiving payments, sending money
Response Type: Closed with monetary relief
Public Response:
Company believes complaint is the result of an isolated error
Date of Complaint: December 20, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA
Product: Credit card
Issue: Credit line increase/decrease
Response Type: Closed with non-monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 21, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CO
Product: Credit card
Issue: Customer service / Customer relations
Response Type: Closed with monetary relief
Public Response:
Company believes complaint is the result of an isolated error
Date of Complaint: December 20, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MD
Product: Credit card
Issue: Billing disputes
Response Type: Closed with monetary relief
Public Response:
Company believes complaint represents an opportunity for improvement to better serve consumers
Date of Complaint: December 21, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AZ
Product: Mortgage
Sub-Product: VA mortgage
Issue: Application, originator, mortgage broker
Full Complaint:
I contacted a USAA loan officer for a quote on VA 30 year fixed rates. I informed him I was shopping around for the best rates on VA loans, at which point he informed me that all VA home loan rates are standard for lenders, giving me no reason to shop around. This was my first time using the VA home loan and technically my first time purchasing a home. I come to find out later that VA home loan rates differ from lender to lender. I discussed the issue with his manager, and he said there is nothing they can do. I asked him to review the recorded conversation. He said it was n’t recorded, apparently it is a random process for which calls are recorded. Any assistance in resolving this issue, even if it is simply holding them accountable on some level. This has severely impacted my family and possibly the selling family as well during this home buying process.
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.