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 20, 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
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: NV
Product: Bank account or service
Sub-Product: Checking account
Issue: Account opening, closing, or management
Full Complaint:
When you think of danger and consumer XXXX – the CHAIRMAN OF USSA BANK AND ALL AND I MEAN ALL OF ITS PRODUCTS are not the top of the list, but the very top of the list. Federal Trade commission is still a little blind to this, I do not know if there is something going on under the table with this company cause I know thousands and thousands of people who have had similar issues like me. CEO XXXX my life, destroyed it, he lied and LAUIGHED VERY HARD over the phone telling me he enjoyed keeping and taking my money. All my bills paid on time, all insurance issues, I did reports and police reports and all. USAA BANK illegally closed bank account and kept money and they have not complied with the law and I can prove it this is XXXX of over 75 legal issues I have I want justice and regulators get on the ball with this company and fire CHAIRMAN, ceo XXXX and XXXX XXXX XXXX XXXX. XXXX XXXX needs be put in jail for fraud.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: August 22, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Bank account or service
Sub-Product: Checking account
Issue: Deposits and withdrawals
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: August 22, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NC
Product: Bank account or service
Sub-Product: Checking account
Issue: Making/receiving payments, sending money
Full Complaint:
On XXXX/XXXX/2016 I ordered an Official Check from USAA ( a company with whom I have had a longstanding relationship ) with expedited shipping ( USAA does not specify method ). Five days later the check had still not arrived. No notification was given that the check had been issued or shipped or by what method, nor was any tracking information given. The bank representative on the phone used tracking information not available to me to inform me that the check had supposedly been delivered by XXXX on XXXX/XXXX/16 ( the funds were not debited from my account until XXXX/XXXX/16 ). This Official Check – essentially a cash instrument – was sent by unsecured means with no signature required. No XXXX package ever arrived at the designated address, or if it did it was left in an unsecured location and stolen. I requested that the bank stop payment on this check and immediately issue another check in the exact same amount to the exact same payee but the bank representative refused, stating that their policy prohibited doing so for 90 days – meaning of course that they preferred to leave open the possibility that the check would be fraudulently presented for payment. I escalated the matter to the CEO ‘s office, which responded promptly to my email ( XXXX was the rep ‘s name – no last name given ), but then took several more days to ” investigate ” before informing me that no exception to their policy could be made despite the fact that it was to both the bank ‘s and my benefit to stop payment. This is both inexplicable and unacceptable. Our interests in preventing fraud would seem to be aligned in this matter but the bank remains obstinate. Please intervene and assist. Thank you.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: August 19, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
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: August 21, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA
Product: Mortgage
Sub-Product: VA mortgage
Issue: Settlement process and costs
Full Complaint:
I am in the process of purchasing my first home. On XXXX XXXX 2016 I received the Closing Disclosure for my mortgage application. The Closing Disclosure indicated a change in the ” Calculating Cash to Close ” section in the ” Adjustments and Other Credits ” line item. In the Loan Estimate I received on XXXX XXXX 2016 this line item indicated ” {
Date of Complaint: August 20, 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
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: NV
Product: Bank account or service
Sub-Product: Checking account
Issue: Account opening, closing, or management
Full Complaint:
When you think of danger and consumer XXXX - the CHAIRMAN OF USSA BANK AND ALL AND I MEAN ALL OF ITS PRODUCTS are not the top of the list, but the very top of the list. Federal Trade commission is still a little blind to this, I do not know if there is something going on under the table with this company cause I know thousands and thousands of people who have had similar issues like me. CEO XXXX my life, destroyed it, he lied and LAUIGHED VERY HARD over the phone telling me he enjoyed keeping and taking my money. All my bills paid on time, all insurance issues, I did reports and police reports and all. USAA BANK illegally closed bank account and kept money and they have not complied with the law and I can prove it this is XXXX of over 75 legal issues I have I want justice and regulators get on the ball with this company and fire CHAIRMAN, ceo XXXX and XXXX XXXX XXXX XXXX. XXXX XXXX needs be put in jail for fraud.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: August 22, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Bank account or service
Sub-Product: Checking account
Issue: Deposits and withdrawals
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: August 22, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NC
Product: Bank account or service
Sub-Product: Checking account
Issue: Making/receiving payments, sending money
Full Complaint:
On XXXX/XXXX/2016 I ordered an Official Check from USAA ( a company with whom I have had a longstanding relationship ) with expedited shipping ( USAA does not specify method ). Five days later the check had still not arrived. No notification was given that the check had been issued or shipped or by what method, nor was any tracking information given. The bank representative on the phone used tracking information not available to me to inform me that the check had supposedly been delivered by XXXX on XXXX/XXXX/16 ( the funds were not debited from my account until XXXX/XXXX/16 ). This Official Check - essentially a cash instrument - was sent by unsecured means with no signature required. No XXXX package ever arrived at the designated address, or if it did it was left in an unsecured location and stolen. I requested that the bank stop payment on this check and immediately issue another check in the exact same amount to the exact same payee but the bank representative refused, stating that their policy prohibited doing so for 90 days - meaning of course that they preferred to leave open the possibility that the check would be fraudulently presented for payment. I escalated the matter to the CEO 's office, which responded promptly to my email ( XXXX was the rep 's name - no last name given ), but then took several more days to " investigate '' before informing me that no exception to their policy could be made despite the fact that it was to both the bank 's and my benefit to stop payment. This is both inexplicable and unacceptable. Our interests in preventing fraud would seem to be aligned in this matter but the bank remains obstinate. Please intervene and assist. Thank you.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: August 19, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
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: August 21, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA
Product: Mortgage
Sub-Product: VA mortgage
Issue: Settlement process and costs
Full Complaint:
I am in the process of purchasing my first home. On XXXX XXXX 2016 I received the Closing Disclosure for my mortgage application. The Closing Disclosure indicated a change in the " Calculating Cash to Close '' section in the " Adjustments and Other Credits '' line item. In the Loan Estimate I received on XXXX XXXX 2016 this line item indicated " {{{mpg_replace}}.00} '' and on my Closing Disclosure it indicates " {0.00} ''.
While I was prepared to absorb some additional cost this was a shock. Section K of the Closing Disclosure I received indicates this adjustment is due to " Items Paid by Seller in Advance '', specifically prorated Town/County Taxes. The prorated taxes for the seller are required to be disclosed on both the Loan Estimate & the Closing Disclosure in accordance with 12 CFR 1026.37 & 1026.38, however, were not included on the Loan Estimate I was provided.
Since the Loan Estimate I received was non-compliant with 12 CFR 1026.37 ( h ) ( 1 ) ( vii ), and the official interpretation in Supplement I ( XXXX ), it does not seem fair, and possibly illegal, for USAA to require me to pay for an adjustment that was not disclosed on my Loan Estimate. The seller is certainly entitled to prorated repayment of their property taxes, however, the lender should pay at this point in the process since the closing date was already established when I received the Loan Estimate. The lender certainly had enough information to estimate this cost and they did not, waiting instead until we are within a week of closing and putting us in a very difficult position, it feels like we are being extorted.
The above situation is my primary concern. It is also worth mentioning that the difference in estimated Cash to Close between the Loan Estimate and the Closing Disclosure appears to just be an increase of 7 %, however, it is deceptive of USAA to present this information in a way that makes their initial Loan Estimate for Cash at Closing seem even remotely accurate. By their calculations it appears the Cash to Close only increased by {0.00}, however, this is only because the seller agreed to pay an additional {00.00} closing costs. When this correction is accounted for the actual increase in Cash at Closing increases by approximately {00.00}, this is a 69 % increase on the Closing Disclosure above their original Loan Estimate.
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 19, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: HI
Product: Credit card
Issue: Credit line increase/decrease
Full Complaint:
My bank is USAA. Over the years they continuously raised my available credit limit on my personal credit card without asking me and they did so while the card was maxed out or close to it. But since I was able to make the minimum payments, they kept raising my limit. I remember reading that XXXX XXXX XXXX got big fines for doing the same thing to small business. This seems illegal and predatory lending. What started as a {00.00} limit eventually became {000.00} and I never asked for credit increases.
Then I got the flu for 2 weeks simultaneous with a pay cut and then fell behind on payments. I contacted the Member Assistance dept and asked for lower payments ( {0.00} was became too much for me ) but they said no. All they offered was 'Pay us XXXX % of the total and we 'll close the account '. Now they have charged off the card, ruined my credit and made hard for me to get a job or apartment. I am an XXXX XXXX veteran that got suckered into this credit situation by a bank that advertises that it treats the military community special. It 's just predatory affinity marketing similar to the Rent-To-Own and XXXX places just outside the gates of military bases. They sold my debt to a collection firm after tacking on about {00.00} more in interest for an {000.00} total. Over the years I paid around {000.00} in interest. Crooks. plain and simple. XXXX would have knocked their booth over.
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 20, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
Product: Credit card
Issue: Transaction issue
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: August 19, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NE
Product: Credit card
Issue: Advertising and marketing
Full Complaint:
USAA keeps sending me credit card offers. Originally they sent them to me. When i complained, the just changed the name on the address to one of my daughters, who does not live with me. I complained again, and told USAA to never send anything to my address. Now I am getting credit card offers from USAA addressed to my other daughter. Both my daughters are fully grown and have been out of the house for years. My address has even changed since my daughters last lived with me. USAA claims to be such a friend to the veterans, but I 'm a vet, and they are a XXXX to me. Please make them stop marketing my address.
Complaint Tags: Older American
Response Type: Closed with non-monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: August 19, 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
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
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 19, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: HI
Product: Credit card
Issue: Credit line increase/decrease
Full Complaint:
My bank is USAA. Over the years they continuously raised my available credit limit on my personal credit card without asking me and they did so while the card was maxed out or close to it. But since I was able to make the minimum payments, they kept raising my limit. I remember reading that XXXX XXXX XXXX got big fines for doing the same thing to small business. This seems illegal and predatory lending. What started as a {00.00} limit eventually became {000.00} and I never asked for credit increases.
Then I got the flu for 2 weeks simultaneous with a pay cut and then fell behind on payments. I contacted the Member Assistance dept and asked for lower payments ( {0.00} was became too much for me ) but they said no. All they offered was ‘Pay us XXXX % of the total and we ‘ll close the account ‘. Now they have charged off the card, ruined my credit and made hard for me to get a job or apartment. I am an XXXX XXXX veteran that got suckered into this credit situation by a bank that advertises that it treats the military community special. It ‘s just predatory affinity marketing similar to the Rent-To-Own and XXXX places just outside the gates of military bases. They sold my debt to a collection firm after tacking on about {00.00} more in interest for an {000.00} total. Over the years I paid around {000.00} in interest. Crooks. plain and simple. XXXX would have knocked their booth over.
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 20, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
Product: Credit card
Issue: Transaction issue
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: August 19, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NE
Product: Credit card
Issue: Advertising and marketing
Full Complaint:
USAA keeps sending me credit card offers. Originally they sent them to me. When i complained, the just changed the name on the address to one of my daughters, who does not live with me. I complained again, and told USAA to never send anything to my address. Now I am getting credit card offers from USAA addressed to my other daughter. Both my daughters are fully grown and have been out of the house for years. My address has even changed since my daughters last lived with me. USAA claims to be such a friend to the veterans, but I ‘m a vet, and they are a XXXX to me. Please make them stop marketing my address.
Complaint Tags: Older American
Response Type: Closed with non-monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: August 19, 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
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.