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: April 25, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA
Product: Credit card
Issue: Billing statement
Full Complaint:
My credit card made a special zero % financing offer that I accepted & then they charged me interest every single month. I have called them 3 times & each time they have told me they are in the process of the resolving the issue & that I should see a statement credit soon. It ‘s been 6 months & I have not. They have also switched this card from being a XXXX to a XXXX. I am worried that this will get lost & never be resolved.
Response Type: Closed with monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: April 26, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NC
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: April 26, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
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: April 27, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA
Product: Bank account or service
Sub-Product: Checking account
Issue: Deposits and withdrawals
Full Complaint:
In XXXX XXXX I found out that more than {000.00} had been transferred to my sons ‘ linked accounts from my Checking account. It had happened over more than 3 months starting in XXXX XXXX. USAA said that since the money was moved into both sons ‘ accounts that this was my problem to sort out with my sons. They sent me a form letter stating that they closed the investigation. But they did not provide me with an answer to how such a sum of money was moved from my account to my sons ‘ account without my PIN number on so many transactions over that time. I had changed my PIN several times because of difficulty I was having accessing the account online. They said they would elevate the complaint about 2 weeks ago and that they would be back to me in 3 days but I have heard nothing since. Please help.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: April 26, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MA
Product: Credit card
Issue: Forbearance / Workout plans
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: April 25, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: LA
Product: Credit card
Issue: Credit line increase/decrease
Complaint Tags: Older American, Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: April 26, 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:
Someone hacked my daughter ‘s deposit mobile on her cell phone and deposited XXXX checks into XXXX separate accounts. The hackers also did several other transactions with the accounts from grocery stores and various ATMs. The funds from the fraudulent checks were immediately available so the hackers transferred the funds between the accounts until they found an account that they could withdrawal money from an ATM. The bank says we are responsible for the money taken even though we are victims of identity theft. The bank has procedure for customers to file for identity theft and are victimizing us twice. We have filed police reports and reports with the FTC.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: April 26, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
Product: Mortgage
Sub-Product: VA mortgage
Issue: Application, originator, mortgage broker
Full Complaint:
In XXXX I called a loan originator at USAA to get pre-approved for a VA home mortgage loan. During that phone call I thoroughly explained that I had, at the time, worked for my current company for 1 year and 3 months. I also explained that I am paid an hourly rate on a guarantee of 70 hours a month, unless I work more, then I am paid for the hours I work ( which is on average around 85 hours a month ). Based on that information, the originator pre-approved us for a certain amount under the income of about XXXX pay hours a month ( my actual income ). We then used that pre-approval to find a house and sign a purchase contract. After signing the contract, we then moved forward in the purchase process by both moving forward with USAA in the loan process and having inspections done on the house ( totaling {0.00} ).
After submitting all the required documents to a loan processor, the loan went to underwriting, where it was denied. The processor tried several submissions, but each came back with the same denial. The reason behind the denial was that they could only use the guaranteed amount, since I had not been employed with my current company for at least 2 years. This is a basic VA mortgage loan rule. As a result we had to back out of the purchase contract and the house went back on the market and was then sold to another home buyer.
I feel that since this is such a basic VA rule, the loan originator should have known it, and should have based the pre-approval the guaranteed amount, not my actual income. Had he done so, we would not have signed the purchase contract, and, more importantly, not have done the inspections on the house, which cost us {0.00} out of pocket. Therefore, I believe that USAA is responsible for the loan denial and should reimburse us for the inspections fees, but they refuse to do so.
Response Type: Closed with monetary relief
Public Response:
Company believes complaint represents an opportunity for improvement to better serve consumers
Date of Complaint: April 25, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: PA
Product: Bank account or service
Sub-Product: Checking account
Issue: Using a debit or ATM card
Complaint Tags: Servicemember
Response Type: Closed with non-monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: April 25, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
Product: Mortgage
Sub-Product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account
Full Complaint:
We are repairing our Kitchen and flooring under an insurance claim to address water damage. USAA, our mortgage company, is unreasonably holding our claim money and preventing us from paying our contractor. It was very difficult to get OUR money from them to even begin the work, and will only give us add’l money once we are ” 50 % ” complete ( as they define it ). We have signed affidavit from our contractor, stating we are more than 50 % complete. The repairs were fix plumbing, mold remediation, fix floor, rebuild kitchen. Plumbing is fixed, mold is gone, approx XXXX sq feet of XXXX sq feet have been tiled and grouted, permits for kitchen pulled, appliances, cabinets, and counter ordered. They wo n’t return our calls to schedule and inspection to determine that more than 50 % has been completed. They have been rude and uncooperative. This is OUR money … we ‘ve done nothing wrong. We ‘re just trying to get our house fixed. Because of this, we ‘ve had to put most of the work on credit cards, incurring debt and having to pay interest. This is ridiculous. USAA has been more frustrating to deal with than our insurance company.
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.