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: July 28, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NY
Product: Mortgage
Sub-Product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account
Full Complaint:
I am a New York State resident. I refinanced my home mortgage with USAA Federal Savings Bank, signed XXXX/XXXX/XXXX. The monthly payment, included PMI ( {.00} per month ). As the appraisal value reported before the signing, was valued at {0000.00}. As of XXXX/XXXX/XXXX, the outstanding loan mortgage was {0000.00}, as I have made extra dollar toward the principal reduction each month since XXXX/XXXX/XXXX with no obligation and penalty.
As I called and tried to reach out USAA-Mortgage Dept since XX/XX/XXXX, requesting my PMI to be cancelled or to be removed, and I did not get any immediate answer, until I received a letter by a regular mail that, is requesting a new appraisal value as of today ( it must be current ), and I must pay the appraisal expense directly to USAA. ( USAA was outsourced to a third party company called, XXXX/phone # : XXXX, for managing the loans and the payments on behalf of USAA. ) Since XX/XX/XXXX to XX/XX/XXXX, my request has gone undetermined, even I have a good payment record, and I met the requirements ; current payment, no late payment, current escrow payment ( no obligation on the extra dollar amount toward principal reduction each month ). I checked the New York Department of Financial Services ‘s web, and researched more in detail related to the PMI and the cancellation, and other requirements. The New York Department of Financial Services guided that it did not require a current appraisal report in order for PMI cancellation, and it must follow the appraisal reports used on XXXX/XXXX/XXXX.
I had explained and tried to provide the sources to the managers ( third party Co ), related to the NYS-Dept of Financial Services, and all managers refused to listen and ignored to follow the NYSDFS ‘s guidelines, and verbally over the phone that regardless the current balance is below the 80 % threshold. I tried to reach out HQ-USAA, and I was unable to speak to someone that could help me at this point. As of today, I am still paying the PMI, as part of my monthly mortgage payment since XX/XX/XXXX.
Please advise, should I continue to make the PMI payment every month to USAA until the expiration date of XXXX/XXXX/XXXX even the current principal is below the 80 % threshold? If I requested my PMI to be terminated by XXXX/XXXX/XXXX, and I was informed by USAA-a third party Co that, they still need a new and current appraisal report. In addition, the automatic PMI termination date is on XXXX/XXXX/XXXX with no requirement for an appraisal report.
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: July 27, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CO
Product: Credit card
Issue: Other
Response Type: Closed with non-monetary relief
Public Response:
Company believes complaint is the result of an isolated error
Date of Complaint: July 27, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MD
Product: Bank account or service
Sub-Product: (CD) Certificate of deposit
Issue: Deposits and withdrawals
Full Complaint:
I cashed in a CD XXXX XXXX in the amount of {00.00} and USAA said they would send the money to my XXXX on the XXXX. it never got there. I have been calling USAA and now they said is was not sent until the XXXX.. To day is the XXXX. and still nothing in XXXX account. I asked for interest on the money and they said they could not because I do not have a account there. All I get is the run around from USAA. They keep sending me from one person to another with no results
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: July 27, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NJ
Product: Credit card
Issue: Transaction issue
Full Complaint:
A fraudulent charge was made on my XXXX Credit Card on XXXX XXXX, 2016. On XXXX XXXX, 2016, I called USAA Customer Service and was told my card would be cancelled in order to prevent additional fraudulent charges from being made and that my account would be credited for the charge. I have never received the credit despite numerous calls to USAA Customer Service. Each time I call, I ‘m transferred to different departments, but none of them see to be able to resolve the issue. They seem to be making absolutely no effort to resolve the issue.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: July 27, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
Product: Credit card
Issue: Identity theft / Fraud / Embezzlement
Complaint Tags: Older American
Response Type: Closed with non-monetary relief
Public Response:
Company believes complaint represents an opportunity for improvement to better serve consumers
Date of Complaint: July 27, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MD
Product: Credit card
Issue: Customer service / Customer relations
Full Complaint:
The issuing company, USAA, phoned me and told me the XXXX credit cards I had with them had been compromised & that they would have to issue new ones. OK, an inconvenience but not a problem. I have been a customer of USAA for 54 years. I asked if they could expedite shipment of at least XXXX of the cards since I do use them ( or have been able to use them ’til now ). They said OK, & in a couple of days ( after I had destroyed the old cards as directed ) XXXX new card arrived at my house. I followed instructions to activate it and the voice mail then told me it was ready to use. I later tried to make some small online purchases ( USAA has a record of them! ) with the new card and USAA bank refused to honor it ; the purchase was declined. I called USAA several times, talked to several of their stooges there, all of whom assured that the card was NOW correctly activated, bur when I try to use it the order was declined. I was finally able to place a small order using a credit card from another bank with no problem. In addition the second card that USAA was supposed to send me was returned to them by XXXX. USAA refused to tell me why. I am so far ahead on payments to both USAA credit cards that the minimum payment most of the time is XXXX, so I ‘m not behind. I have USAA tracking numbers to prove it. Either their software is screwed up or, since I ‘m an old guy, they ‘d like to get rid of me after I ‘ve given them 54 years of business, or their war hero CEO who does n’t have the guts to put a street address instead of a PO box anywhere that I can find on the USAA website, so that I can mail him a personal, certified, return receipt requested, deliver to addressee only letter, has now hired XXXX, XXXX and XXXX for agents. I call them, they tell me the issue ‘s fixed, I try to use the card, and the purchase is turned down, and they will not tell me why the XXXX card has been returned to USAA, and at the very last call ( a day ago ) the latest agent ( a woman ) said I ‘d have to call ahead of time and get permission from Mommy at USAA before I could use the card that I do have.
Complaint Tags: Older American
Response Type: Closed with monetary relief
Public Response:
Company believes complaint is the result of an isolated error
Date of Complaint: July 27, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MD
Product: Bank account or service
Sub-Product: Other bank product/service
Issue: Account opening, closing, or management
Full Complaint:
I began receiving mail from USAA Bank confirming the establishment of my new XXXX XXXX XXXX XXXX account. These mailings included account numbers, amounts, membership cards with account numbers, account disclosure statements, etc. I contacted USAA to inform them that I did not, and have never, dealt with USAA – and I was repeatedly transferred to different departments until the call was dropped. I was repeatedly told that they ( USAA ) could not discuss the account with me because it was ” restricted ”. USAA possesses all personal information for both me and my wife – I do n’t know how they came into possession of this information and they will not discuss anything with me – even though they have allowed this account to be established. FDIC is their regulatory authority and I can not understand why this account was opened in my name without proper due diligence … .rules state that proper identification must be obtained prior to opening an account. See XXXX XXXX for Banks, XXXX ( a ) ( XXXX ) Customer Identification Programs for banks, etc. I would like to pursue punitive measures against USAA Bank and XXXX XXXX, CEO., USAA Bank XXXX
Complaint Tags: Older American
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: July 28, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MN
Product: Mortgage
Sub-Product: Conventional fixed mortgage
Issue: Application, originator, mortgage broker
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: July 27, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: WA
Product: Mortgage
Sub-Product: VA mortgage
Issue: Loan servicing, payments, escrow account
Full Complaint:
I refinanced my home mortgage in XXXX 2016 with USAA Federal Savings Bank. {00.00} was deducted from my checking acct and a cashier ‘s check was mailed by my bank XXXX to USAA Bank for receipt by XXXX XXXX, 2016 for my first payment. I followed up with a call to USAA Bank on XXXX XXXX, 2016 and spoke with XXXX in customer service. XXXX stated that they did n’t receive the funds that it was n’t in their system. XXXX said to call back in five to seven business days. I called again XXXX XXXX, 2016 and spoke with XXXX in customer service. XXXX stated that they never received the payment and that I needed to make a payment before XXXX XXXX, 2016 or late charges would be applied to my mortgage account. XXXX instructed me to get a notarized letter from my bank stating that the transaction occurred and a bank summary of my account transaction for XXXX XXXX, 2016 showing that the the amount was sent to USAA Bank and fax the documents to USAA Bank ‘s research dept which I did that same day. I again called USAA Bank on XXXX XXXX, 2016 and spoke with XXXX in customer service. XXXX checked with their research department and said that the payment was n’t there. I ‘ve also checked with my credit union XXXX XXXX branch many times. XXXX XXXX a supervisor has done an in dpth analysis of my checking account and showed me that in fact USAA Bank did receive the funds on XXXX!, 2016. Until this is straightened out, I ‘m out {00.00} because of someone ‘s lack of concern and incompetence. I ‘m a XXXX XXXX XXXX vet on XXXX. This is a whole lot of money being taken from me that I really need.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: July 27, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NV
Product: Bank account or service
Sub-Product: Checking account
Issue: Account opening, closing, or management
Full Complaint:
Usaa bank is in my mind committing the biggest act of consumer XXXX I have ever seen.You should be ashamed of yourselves. I got a letter from XXXX that investigated part of the issues and this is the second time they investigated and USAA has lied to them, And sadly, I have proof. I have two phone calls from one of your CEO telling me that USAA OWES ME NOTHING AT ALL, dated XXXX XXXX and XXXX XXXX. In letter to XXXX you stated in XXXX XXXX and XXXX XXXX that you were waiting for receipt of my medical bills for car accident. Which is untrue. You point blank told me in XXXX XXXX when I sent a 15 day demand letter over issues with BANKING, CREDIT CARD, AUTO and RENTERS INSURANCE, you told me you were gon na look into these matter, as of XXXX XXXX, nothing, not one issue was resolved or even addressed properly. You use your stall tactics well. I have phone records, faxes emails and the like to show all I have on my end to prove my issues are valid. But USAA Does not care if a customer complains cause you laugh it off. You have no state of grace. I never seen a company who operates under such false pretenses and I have heard my share of other USAA complaints form other former members and the fact that the issues are so similar scare me. Whenever there is an issue whether it be banking or insurance, USAA immediate response is to yell at the customer and make them feel bad. Usaa loves to use stall tactics and drag its feet so that it can use time to make the issue disappear without having to be responsible. Usaa uses standard policies to under mind its customers and pull rug out from underneath them. USAA does not return calls or letters or responses on time or ever in most cases, when it comes to handling a claim or having to respond or react to something and actually take care of policy or regulation issues. Usaa would rather spend money on keeping up false front then handling the banking and insurance issues they are suppose to. After all the issues we went through, with over XXXX policy issues not taken care of. And USAA closing bank accounts down and holding our money for months right after we were identity theft and that is just a few of the issues USAA has done. But after all that, after USAA refused to help get us a car when they were suppose to costing us over XXXX more money then needed. And after the XX/XX/XXXX car accident USAA had nerve to send letters begging we keep auto insurance policy active even though we did not have a car, so you could get your {0.00} a month for NOTHING. You are quite simply worst of the worst. These issues will not go away until resolved.
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.