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: May 21, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AZ
Product: Credit card
Issue: Billing disputes
Full Complaint:
For my cfpb complaint @ XXXX, against XXXX, I was advised by a cfpb agent that I needed to submit a paper Dispute document from my credit card company, USAA. I called USAA again today for a document that I could complete and scan and was told that no such document would be forthcoming, as my call to them on XXXX/XXXX/16 inititated a verbal dispute with XXXX. I asked to be transferred to a supervisor, XXXX XXXX, for some type of document I may complete and forward to cfpb … .even a Statement of Fraud. I was told no such document would be forthcoming. I therefore am filing a separate complaint against USAA because they are not assisting me in my complaint against XXXX.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: May 20, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA
Product: Bank account or service
Sub-Product: Checking account
Issue: Account opening, closing, or management
Response Type: Closed with non-monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: May 22, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: IN
Product: Bank account or service
Sub-Product: Checking account
Issue: Making/receiving payments, sending money
Full Complaint:
I have a joint youth checking account with my son. He was a victim of a scam. He was approached via XXXX by someone asking if he would like to make money. He sent them his debit card. The scammers then deposited a counterfeit check into his account and went on a shopping spree. The bank now states that we owe them $ XXXX. I do not feel that we should be held liable for the amount owed because we were victims of the scam. At no time during the history of the account has a deposit that larger ever been made, as well it was common for the bank to hold his actual deposits before releasing funds. I believe the bank should have noticed the large deposit and at the very least verified the check before releasing the funds. The counterfeit check was drawn on an account from the same bank. It was deposited in a state that has never bee associated with the account and all the charges were made in a state where the account had never been used. I also have an account with this bank and they have called me before when I was traveling to verify transactions. Why this was not done I can not say. My son is young and fell for a scam. He has learned his lesson but should not be held liable for the criminal activity of others.
I have included the last XXXX bank statements showing that this activity is completely out of the ordinary for this account. This account has never had a returned item, or a deposit over {0.00}. The activity should have drawn a red flag as soon as the deposit was made. The fraudulent deposit was drawn on another customer from the same bank in the amount of $ XXXX. I would think the bank would not only verify the check with these customers, but also verify the deposit with us before releasing funds.
The loss is a result of the bank not having the proper security measures in place and or active. It is not a result of our negligence.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: May 20, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NJ
Product: Mortgage
Sub-Product: Home equity loan or line of credit
Issue: Loan modification,collection,foreclosure
Full Complaint:
In XXXX or XXXX we contacted our second mortgage company requesting a modification with regard to our second mortgage with USAA Federal Savings Bank, the bank advise us that we did not need to request mortgage modification in order to maintain our lower interest rate due to the SCRA. We were to obtain a modification on our first mortgage with XXXX XXXX XXXX mortgage. USAA Federal Saving Bank is telling us they are not offering any modification or refinancing regarding our secondary mortgage in order to lower higher current rate now of 8.5 %, after they told us we did not need to, and our rate would remain at 4 %.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: May 19, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Mortgage
Sub-Product: Conventional fixed mortgage
Issue: Credit decision / Underwriting
Full Complaint:
CFPB Complaint USAA Mortgage USAA is referred to herein as the ” lender ”.
All agreements to transact real estate were made on the basis of a 15-yr 3.0 % mortgage with 5 % down payment as approved in the prequalification process with USAA. When lender later disqualified the applicant, the only options given to the applicant were 30-year terms and interest rates near 3.75 %. In addition, the lender then enforced a 10 % minimum down payment.
Central to this complaint is that the lender baselessly ( or without disclosing the basis ) disqualified the applicant ‘s rental property income ( $ XXXX/month ) while using the rental property ‘s mortgage ( PITI $ XXXX/month ) as a debt in calculating the applicant ‘s Debt-to-Income ratio. The disqualification of this income is not a FNMA policy and the loan processor could not state the basis or origin for this decision. Upon this news, the applicant tried to remove himself from the USAA loan and change lenders on the sales contract, but this was rejected by the Seller.
As a result in order to get the 15-year mortgage, the applicant now has to refinance with different lender in order to receive the negotiated rate and term, but now must pay all closing costs again.
The complaints are summarized as follows : 1. Prequalified the loan applicant for a loan product for which he was disqualified after entering into a sales contract.
2. Initially given no interest rate option that did not include points.
3. Enforced a minimum down payment by virtue of the property being considered a condominium, even though it could be legally considered a single family detached property.
Proposed remediation Refund all closing costs from the USAA mortgage.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: May 21, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MA
Product: Credit card
Issue: Privacy
Full Complaint:
I have XXXX credit card accounts with USAA. XXXX is a mastercard, ends with XXXX.
For some reason, USAA blocked me out of the online service for ” identity ” reasons. This has been going on since XX/XX/XXXX. I called and gave them every form of identity info ( social security number ) and the works.Then they required to fax them my military XXXX paper ( XXXX ) and my military ID card but after all that, they are demanding a ” copy ” of my social security card which I refuse to give them, because I am a victim of identity theft through a financial institution, but still demand my SS card and deny me access to my account online as well as refuse to send me paper statements after my request in XX/XX/XXXX. I attempted to close the account so I obtained a balance and paid it off within 48 hours. They acknowledge my payoff payment but refuse to allow me to close the account. There is something going on ( being charged ) after I cut up my card. I am not making any payments after the payoff but the credit report showed a {.00} balance in XX/XX/XXXX. I called in and disputed the charge and requested to close the account. Today, the balance is now {.00}. I made one last attempt on XXXX XXXX, spoke to XXXX XXXX. He said that his supervisor said ” copy of my social security card is needed ”. I then informed him that I will file this complaint.
Complaint Tags: Older American
Response Type: Closed with monetary relief
Public Response:
Company believes complaint represents an opportunity for improvement to better serve consumers
Date of Complaint: May 21, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MI
Product: Consumer Loan
Sub-Product: Vehicle loan
Issue: Problems when you are unable to pay
Full Complaint:
There are communication between myself and bank but they put as all my fault, I am veteran working away from home most of my times, so I told USAA to take out {0.00} bi weekly for my car payment, well after XXXX payments they stop and I did n’t realized they stop, after 60 days they repo my vehicles and told me I fail to make my car payments, my car payment was {0.00} a month buy but I been paid them {0.00}, after I relized they repo my car I called them and ask them why they not notified me they reply that I did not answer my phone! Well they lie to me becauce I did not received any call from them or letter mail? I ask them what number did they call? They said that they do n’t have number anymore and other thing is they told me my XXXX bank account is closed, well again they lie, my account with XXXX still active. I ask my bank did USAA try to take any money out? They say NO … .so I talks to USAA they now say that they only take out XXXX payments, I have to sign some kind of documents for them to take money for car payments??? They been taking {0.00} out fine? Why they stop and blame on me not make my car payments??? Now I told them it a communication issue between myself and them, they not buying it … And now they say too late to get my car back! It on auction???? Please help me on this issue! Thanks …
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: May 24, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AZ
Product: Mortgage
Sub-Product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: May 19, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AL
Product: Bank account or service
Sub-Product: Checking account
Issue: Making/receiving payments, sending money
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: May 19, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NY
Product: Bank account or service
Sub-Product: Other bank product/service
Issue: Account opening, closing, or management
Response Type: Closed with explanation
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.