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 24, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: PA
Product: Credit card
Issue: Closing/Cancelling account
Full Complaint:
In XXXX I was approved for my first credit card with USAA. Shortly after, I was laid off from my position as a XXXX. I could n’t find another job, so I could n’t pay my rent. My fianc and I moved in with my parents. USAA sent my debt to a collection agency. In XXXX XXXX I moved to XXXX with help from the XXXX. I was technically a homeless veteran, so they paid the deposit to get my fianc and I in an apartment. I found a job with a temp company and applied for XXXX benefits through the Veterans Affairs. I was advised to do by the XXXX. On XXXX/XXXX/XXXX, I was rated XXXX by the VA. On XXXX/XXXX/XXXX I paid the collection agency holding my debt with USAA {00.00} with my new military XXXX income. That {00.00} is the ” Settlement Amount ”. Thats what I agreed to and there was never any mention of any remaining balance. Since I made the settlement payment I have n’t received any correspondence at all, or notice of any remaining balance. This account does n’t even exist according to my USAA profile. In fact, USAA required me to pay the debt collection agency before I could obtain my car insurance back with them. The fact that I have car insurance with USAA now is proof that I have satisfied this debt with USAA. I recently found out about this while they were helping me with an unrelated matter. Two times I tried calling them for information and both times the department that I need to speak to is conveniently unreachable after waiting on hold for an hour. On XXXX/XXXX/XXXX I found out this account has been reported to all XXXX credit bureaus for the past year or so, and I never even knew it existed. If I did, I would ‘ve paid it. I ‘ve been wondering why my credit score refuses to go up. My fianc and I have been going without to pay our debts with the sole intention of increasing our credit scores. We want to buy a home and start our family. I do n’t believe I owe this debt.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: August 25, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TN
Product: Bank account or service
Sub-Product: Checking account
Issue: Account opening, closing, or management
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: August 24, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AZ
Product: Credit card
Issue: APR or interest rate
Full Complaint:
On XXXX XXXX, XXXX USAA, had debited my checking account for {.00} for payment to my closed Credit Card ( CC ) Acct, without myself scheduling the payment on their bill pay or my authorization. So they applied a credit card payment reversal to my chking account. iI later that day did schedule payment for my closed cc account. When I received my XXXX statement for my open cc account, I noticed USAA charged my open cc account {.00} and applied it as a payment to my closed cc account and my scheduled payment. So XXXX payments were applied to my closed cc account. On XXXX XXXX, XXXX, I called USAA and they said it was an error on their part. Because they made this error, I thought I ‘d look over my closed account statement closely and I noticed that USAA had increased my interest rate on my closed credit card account from 7.15 % to 7.40 % back in XXXX XXXX WITHOUT NOTIFYING ME. This account has been closed over 5 years now and have been paying a fixed interest rate of 7.15 % when I closed this account. My earliest bank statement that i have indicating that i was paying this interest rate goes back to XXXX XXXX. I called USAA and they said there was nothing they could do.
My complaint is, why is USAA increasing my interest rate on my closed credit card account when it has been closed for over 5 years now. Does n’t opting out protect my outstanding balance at the lower interest rate at the time my account was closed? Does n’t the Credit Card Act prevent banks from increasing interest rates on closed accounts arbitrarily? USAA had not been receptive with me when bringing this situation forward to them.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: August 24, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CO
Product: Mortgage
Sub-Product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account
Full Complaint:
I contacted several mortgage companies a few years ago to refinance and chose USAA. I asked each one of the mortgage companies if I could make bi monthly payments to pay down my mortgage sooner and USAA said yes. After the refi was complete I reached out to set up my extra payments and was told that I had to pay to participate in a program to be able to make extra principal payments. This is my complaint. I should not have to buy a program to pay off my mortgage with extra principal payments.
Response Type: Closed with explanation
Public Response:
Company believes the complaint is the result of a misunderstanding
Date of Complaint: August 25, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Credit card
Issue: Other
Full Complaint:
USAA my credit card issuer put a hold on my travel reward points because I exceeded my credit limit on my card. I pay my credit card in full every month- I do not carry a credit balance month to month. My payment was not late. I made a wire transfer to clear some of the balance but it has not hit their account so the hold is now going on day two. How do they have the right to seize reward points I have already earned? I pay my balance in full every month and reward points are earned on the prior months balance. From a financial viewpoint I have earned the points but from a practical standpoint USAA has seized my assets ( reward points ).
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: MI
Product: Bank account or service
Sub-Product: Other bank product/service
Issue: Account opening, closing, or management
Full Complaint:
My bank – USAA allowed a third party to do a complete takeover of my accounts. They were able to take {00.00} in Home Equity loans, transfer them to my debit account, and make XXXX Withdrawls of {0.00} in a single day from an ATM. They did not catch this fraud until I brought it to their attention. They also ” lost ” {00.00} of our money when it was transferred into a ” Ghost ” account and did not apply the $ XXXX to our Home Equity line of credit.
1 ) What kind of responsibility does USAA have to announce how many accounts this happened too? Wait time for fraud department went from XXXX to 2 hours leading me to believe this is widespread.
2 ) It ‘s obvious Negligence when they do n’t catch XXXX transactions for {0.00} in a single day..do I have any options for redress due to their negligence? Myself and My wifes – name, birthday, Social Security number, and address are now in someone else ‘s control thru no fault of our own.
3 ) Has their ever been an Audit of USAA ‘s procedures? How can they ” Lose ” $ XXXX into a ” Ghost ” account? I spent over 10 hours on the phone with them and ended up having to email XXXX of their executives … and their CEO multiple times before they realized their accounting error.
Any assistance in this matter would be appreciated.
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: August 25, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CT
Product: Debt collection
Sub-Product: Other (i.e. phone, health club, etc.)
Issue: Disclosure verification of debt
Sub-Issue: Not given enough info to verify debt
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: August 24, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MA
Product: Consumer Loan
Sub-Product: Installment loan
Issue: Managing the loan or lease
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: August 23, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: OH
Product: Credit card
Issue: Billing disputes
Response Type: Closed with monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: August 23, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: WA
Product: Debt collection
Sub-Product: Credit card
Issue: Disclosure verification of debt
Sub-Issue: Not given enough info to verify debt
Response Type: Closed with non-monetary relief
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.