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: August 17, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NJ
Product: Mortgage
Sub-Product: VA mortgage
Issue: Credit decision / Underwriting
Full Complaint:
To whom it may concern, I would like to establish a formal complaint against USAA Bank. I submitted an application for a VA loan ( refinance ) and was mislead throughout the full process. I was pre-approved and submitted all associated documents as requested. After having everything submitted and reviewed, they had me conduct an appraisal and a termite inspection. About 7 weeks into the application process I verified that no other documentation was needed and they confirmed that my loan was clear to close. I then received the final disclosures and then was asked via phone if I wanted to roll over the closing costs since I had enough room to roll that over. I was then transferred to a loan officer and then they started reassessing the loan and then determined that I was no longer approved for the original amount which makes no sense. There was no transparency and caused me financial harm by paying for a termite inspection and appraisal. I am also a partially XXXX veteran and feel that they may even have discriminated against me.
I am also truly concerned because they sent an adverse letter to me after talking to the loan processor. No options were given to me such as the possibility of putting down a larger down payment or anything. This was the worst experience by far with a financial institution.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: August 17, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: IL
Product: Bank account or service
Sub-Product: Savings account
Issue: Deposits and withdrawals
Full Complaint:
I had XXXX fraudulent transactions of {0.00} each stolen from my USAA Savings account. Each of the transactions involved transfers to an organization ( unknown to me ) called ” XXXX. ” The transfers are as follows to individuals who are also unknown to me. They are as follows : XXXX XXXX – XXXX XXXX XXXX XXXX – XXXX XXXX XXXX – XXXX XXXX XXXX XXXX – XXXX XXXX I have called USAA over a half dozen times with calls, including wait time while being transferred etc., averaging close to one hour. In over a month of trying to get a resolution, the following has occurred : XXXX transaction of {0.00} has being refunded to my account The other XXXX fraudulent transfers of {0.00} each are being denied because of ” customer involvement. ” I have been provided no proof ( none exists ) of my involvement.
There is a refusal to allow me to speak to the analyst who reached the ” customer involvement ” conclusion. The claim is that customer service has no way of transferring my call.
Of additional relevance : I live along, am former law enforcement, and I do not share my login information with anyone.
In addition to the savings account that is under siege, I also have : o A XXXX USAA Savings account o Checking account o Auto insurance policy o Homeowners policy o An umbrella policy o Life insurance policy o A USAA Visa card o And have formerly had multiple auto loans ( now paid off ).
I have maintained accounts as a member of USAA for thirty-three years The one scanned document attached is a letter advising that the first fraudulent transaction of {0.00} was being credited back to my account. I can also continue to search for the denial letter if necessary.
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: August 18, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
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: August 18, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CO
Product: Mortgage
Sub-Product: VA mortgage
Issue: Settlement process and costs
Full Complaint:
I applied for a {
Date of Complaint: August 17, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NJ
Product: Mortgage
Sub-Product: VA mortgage
Issue: Credit decision / Underwriting
Full Complaint:
To whom it may concern, I would like to establish a formal complaint against USAA Bank. I submitted an application for a VA loan ( refinance ) and was mislead throughout the full process. I was pre-approved and submitted all associated documents as requested. After having everything submitted and reviewed, they had me conduct an appraisal and a termite inspection. About 7 weeks into the application process I verified that no other documentation was needed and they confirmed that my loan was clear to close. I then received the final disclosures and then was asked via phone if I wanted to roll over the closing costs since I had enough room to roll that over. I was then transferred to a loan officer and then they started reassessing the loan and then determined that I was no longer approved for the original amount which makes no sense. There was no transparency and caused me financial harm by paying for a termite inspection and appraisal. I am also a partially XXXX veteran and feel that they may even have discriminated against me.
I am also truly concerned because they sent an adverse letter to me after talking to the loan processor. No options were given to me such as the possibility of putting down a larger down payment or anything. This was the worst experience by far with a financial institution.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: August 17, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: IL
Product: Bank account or service
Sub-Product: Savings account
Issue: Deposits and withdrawals
Full Complaint:
I had XXXX fraudulent transactions of {0.00} each stolen from my USAA Savings account. Each of the transactions involved transfers to an organization ( unknown to me ) called " XXXX. '' The transfers are as follows to individuals who are also unknown to me. They are as follows : XXXX XXXX - XXXX XXXX XXXX XXXX - XXXX XXXX XXXX - XXXX XXXX XXXX XXXX - XXXX XXXX I have called USAA over a half dozen times with calls, including wait time while being transferred etc., averaging close to one hour. In over a month of trying to get a resolution, the following has occurred : XXXX transaction of {0.00} has being refunded to my account The other XXXX fraudulent transfers of {0.00} each are being denied because of " customer involvement. '' I have been provided no proof ( none exists ) of my involvement.
There is a refusal to allow me to speak to the analyst who reached the " customer involvement '' conclusion. The claim is that customer service has no way of transferring my call.
Of additional relevance : I live along, am former law enforcement, and I do not share my login information with anyone.
In addition to the savings account that is under siege, I also have : o A XXXX USAA Savings account o Checking account o Auto insurance policy o Homeowners policy o An umbrella policy o Life insurance policy o A USAA Visa card o And have formerly had multiple auto loans ( now paid off ).
I have maintained accounts as a member of USAA for thirty-three years The one scanned document attached is a letter advising that the first fraudulent transaction of {0.00} was being credited back to my account. I can also continue to search for the denial letter if necessary.
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: August 18, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
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: August 18, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CO
Product: Mortgage
Sub-Product: VA mortgage
Issue: Settlement process and costs
Full Complaint:
I applied for a {{{mpg_replace}}.00} down payment VA loan through USAA and after being told I was pre-qualified and subsequently approved I was then asked to provide a down payment of approximately {00.00}. It was only 2 weeks before closing and after my appraisal and inspection had been paid for and after I informed my landlord I was moving out. I was told I had a loan and then all of a sudden I was unfairly being required to come up with this large amount of money in just a matter of days or I would have ended up homeless. This was very unfair and deceptive and I also never received a clear explanation about why this down payment was being required on a no down payment VA loan product nor was I ever given any additional disclosures. Further detailed information is attached.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: August 17, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AL
Product: Debt collection
Sub-Product: Credit card
Issue: Cont'd attempts collect debt not owed
Sub-Issue: Debt is not mine
Complaint Tags: Older American, Servicemember
Response Type: Closed with non-monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: August 18, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CT
Product: Credit card
Issue: Payoff process
Complaint Tags: Servicemember
Response Type: Closed with monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: August 18, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MD
Product: Credit card
Issue: Other
Complaint Tags: Older American
Response Type: Closed with explanation
Public Response:
Company believes complaint represents an opportunity for improvement to better serve consumers
Date of Complaint: August 17, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Debt collection
Sub-Product: Credit card
Issue: Improper contact or sharing of info
Sub-Issue: Contacted employer after asked not to
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes complaint is the result of an isolated error
Date of Complaint: August 18, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NV
Product: Bank account or service
Sub-Product: Savings account
Issue: Account opening, closing, or management
Full Complaint:
After a major robbery and idenitity theft issue USAA BANK decided to hurt our lives more and keep all our money in our savings account and committ a huge embezzlement and fraud issue. USAA BANK has committed several upon several banking and credit card and bad faith insurance issues and XXXX our lives and destroyed my career and laughed at me and said to bad your not military and that you are XXXX to me. They were very mean. Before this my life was going so well. They XXXX me. I have nothing left and can not get my life together cause as of today they still are hurting my life. They stole over {000.00} from savings account and well over {000.00} in checking, refused to pay out over {000.00} promised in other issues that caused well over {0000.00} more out of our pockets, made me spend over 20 hours for 4 years to do paperwork then to only laugh and say we are not paying you. CEO XXXX told me he did not care about me or my life. Very scary stuff.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: August 18, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MN
Product: Mortgage
Sub-Product: Conventional fixed mortgage
Issue: Settlement process and costs
Full Complaint:
We closed on our Minnesota home cash out refinance mortgage with USAA on XXXX XXXX. It was a reschedule from XXXX XXXX, so we ended up having to wait an extra day for the rescission period to end over the weekend for disbursement on XXXX XXXX. Well it is now the XXXX and the money has not been wired to our bank, nor has the original loan been paid off.
The disclosure statement, which we did n't receive until the morning of XX/XX/XXXX, when I demanded it, had an additional 7 days ( from disbursement date ) of interest to the previous lender built into it. Then yesterday on XX/XX/XXXX they tell us we have to sign an updated disclosure ( which I have attached ) because they have to account for the extra fee to extend the lock which they were paying for. I have been asking for our funds since Tuesday and was told yesterday by our processor that the new signatures would not hold up the disbursement. Ok, then where is our money?? Can they really just keep holding our money and making us pay interest on all of it while they take their time in disbursing. Do n't let me get started on the rest of this horrible process. Worst refi I have ever been involved in!
Response Type: Closed with explanation
Public Response:
Company believes complaint represents an opportunity for improvement to better serve consumers
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: August 17, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AL
Product: Debt collection
Sub-Product: Credit card
Issue: Cont’d attempts collect debt not owed
Sub-Issue: Debt is not mine
Complaint Tags: Older American, Servicemember
Response Type: Closed with non-monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: August 18, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CT
Product: Credit card
Issue: Payoff process
Complaint Tags: Servicemember
Response Type: Closed with monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: August 18, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MD
Product: Credit card
Issue: Other
Complaint Tags: Older American
Response Type: Closed with explanation
Public Response:
Company believes complaint represents an opportunity for improvement to better serve consumers
Date of Complaint: August 17, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Debt collection
Sub-Product: Credit card
Issue: Improper contact or sharing of info
Sub-Issue: Contacted employer after asked not to
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes complaint is the result of an isolated error
Date of Complaint: August 18, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NV
Product: Bank account or service
Sub-Product: Savings account
Issue: Account opening, closing, or management
Full Complaint:
After a major robbery and idenitity theft issue USAA BANK decided to hurt our lives more and keep all our money in our savings account and committ a huge embezzlement and fraud issue. USAA BANK has committed several upon several banking and credit card and bad faith insurance issues and XXXX our lives and destroyed my career and laughed at me and said to bad your not military and that you are XXXX to me. They were very mean. Before this my life was going so well. They XXXX me. I have nothing left and can not get my life together cause as of today they still are hurting my life. They stole over {000.00} from savings account and well over {000.00} in checking, refused to pay out over {000.00} promised in other issues that caused well over {0000.00} more out of our pockets, made me spend over 20 hours for 4 years to do paperwork then to only laugh and say we are not paying you. CEO XXXX told me he did not care about me or my life. Very scary stuff.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: August 18, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MN
Product: Mortgage
Sub-Product: Conventional fixed mortgage
Issue: Settlement process and costs
Full Complaint:
We closed on our Minnesota home cash out refinance mortgage with USAA on XXXX XXXX. It was a reschedule from XXXX XXXX, so we ended up having to wait an extra day for the rescission period to end over the weekend for disbursement on XXXX XXXX. Well it is now the XXXX and the money has not been wired to our bank, nor has the original loan been paid off.
The disclosure statement, which we did n’t receive until the morning of XX/XX/XXXX, when I demanded it, had an additional 7 days ( from disbursement date ) of interest to the previous lender built into it. Then yesterday on XX/XX/XXXX they tell us we have to sign an updated disclosure ( which I have attached ) because they have to account for the extra fee to extend the lock which they were paying for. I have been asking for our funds since Tuesday and was told yesterday by our processor that the new signatures would not hold up the disbursement. Ok, then where is our money?? Can they really just keep holding our money and making us pay interest on all of it while they take their time in disbursing. Do n’t let me get started on the rest of this horrible process. Worst refi I have ever been involved in!
Response Type: Closed with explanation
Public Response:
Company believes complaint represents an opportunity for improvement to better serve consumers
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.