Compiled from Public Data by FairShake
The US government’s Consumer Financial Protection Bureau (CFPB) collects complaints against financial companies.
In 2017, the CFPB received 1093 complaints against USAA. USAA ranked Number 31 among all financial companies for the most complaints.
Date of Complaint: November 15, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Vehicle loan or lease
Sub-Product: Loan
Issue: Getting a loan or lease
Sub-Issue: Fraudulent loan
Full Complaint:
This is a follow-up to complaint XXXX.
I am reasserting that I did not approve or sign any loan documentation in reference to XXXX XXXX XXXX # XXXX.
I am attaching a notarized letter from the loan applicant, XXXX XXXX, stating that I did not co-sign for this loan.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: November 15, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MD
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Deposits and withdrawals
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: November 14, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: OH
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage
Full Complaint:
On XXXX XXXX, XXXX, I initiated a refinance application via the usaa.com with USAA. I have banked with USAA for approximately 10 years. I have all my banking and car/home insurance with USAA. I wanted to refinance my existing loan with XXXX XXXX to apply for greater discounts and to consolidate my credit card debt into my mortgage for a more manageable payment. I owe approximately {000.00} on my home and it was appraised by the contracted USAA appraiser for {0000.00}. I was going to refinance for {0000.00} which is 73.8 % of the value and well within the normal range to request a refinance. After spending over an hour on the phone with the Mortgage pre-qualification, I was emailed several documents to e-sign. I signed everything and was then handed off to XXXX XXXX on XXXX XXXX, XXXX.
For the following 18 days, I was repeatedly harassed with requests to provide narratives, documentation of income, and then more documentation supporting my narratives. I provided an unofficial transcript to prove my time taking classes 2 years ago, I was asked for my monthly income from 2 years ago, I was asked for a copy of a lease I had, on and on even questioning my daily commute to work, until I finally gave up and requested that the application cancelled on XXXX XXXX, XXXX. XXXX again ignored this request and assured me that the underwriters boss and his boss were now reviewing my loan application, but that they again needed additional income verification! I responded that if I had additional income that he/she would have known because I would have provided it several weeks ago at the initial request.
Towards the end of the 18 days of harassing gotcha inquiries and prior to requesting the application cancelled, I had requested of XXXX XXXX to refinance through HARP and each request was ignored like I had not even mentioned. I complied with every request for 18 days, until the ” underwriter ” asked again for additional income verification! The requests were so ridiculous and frustrating that I can only assume the Mortgage division uses this tactic to underhandedly discriminate against single females without a dual income. I have a good credit rating, never been late on any payments and as mentioned, have {000.00} of equity in my home. I ‘ve lived in my home for 10 years. I make over $ XXXX, which is more than enough to manage a {0000.00} mortgage.
I refinanced my house through HARP to a XXXX mortgage in XXXX so I know the process to refinance is not as grueling as USAA ‘s mortgage division imposed. The refinance I did in XXXX was closed in a matter of weeks and NONE of my statements were scoured for dishonesty.
I have all of the supporting emails for my claim of gender and income discrimination in Mortgage Lending against USAA.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: November 13, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NJ
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-Issue: Unexpected increase in interest rate
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: November 15, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Payday loan, title loan, or personal loan
Sub-Product: Installment loan
Issue: Struggling to pay your loan
Full Complaint:
I applied for the Hardship Program that USAA apparently offers, and was declined. They stated that our DTI was to high to be approved. We are currently paying {0.00} a month with an interest rate of 10.1 % and have always remained current with our loan. We are struggling however making our minimum payments on everything and have no money at the end of the payments to buy food for our family. I assumed and the way the rest of creditors work is that a hardship is for people who are having a hard time making their payments. So would our DTI being to High indicate a hardship? Yet, the declined us to help with reducing our interest rate to lower the monthly payments they approved us for borrowing more money to add to our debt!! Makes no sense to me. Instead, we have to go through a Debt Credit Counseling Agency to get on a DMP to reduce our rate down to 3 %. Why is that USAA is willing to work with DMP plan not work directly with their customers? Terrible company and plan on never banking with them again. Very disappointed in how they treat XXXX XXXX military.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: November 14, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Deposits and withdrawals
Full Complaint:
i deposited a check I received with USAA FSB. Days later, the check was fraudulently cashed a second time, so the deposit was reversed from my account. I contacted the issuing bank, XXXXXXXX XXXX, and they requested that I contact USAA bank to initiate a fraud claim, but USAA FSB claims they have no process or interest in processing a claim, so I am left with {0.00} fraudulently being taken from my account and USAA FSB refusing to help.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: November 14, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: None
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-Issue: Other problem
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: November 15, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: IL
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Deposits and withdrawals
Full Complaint:
I have had approximately 75 ACH transactions from my employe to USAA without a single hold. I have many USAA products such as Credit Cards, Home and Auto Ins, etc. All of my bills to them are due in the second half of the month. Today, XX/XX/17, they held my ACH transaction for 7 days and will collect a late fee on every product I have even though they have my money. Seems very unfair and deceptive to charge a late fee when they have my 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: November 13, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Debt collection
Sub-Product: Auto debt
Issue: Attempts to collect debt not owed
Sub-Issue: Debt is not yours
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: November 16, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Debt collection
Sub-Product: Auto debt
Issue: Took or threatened to take negative or legal action
Sub-Issue: Seized or attempted to seize your property
Full Complaint:
I had been harassed by USAA for 8 months. They had been telling me that I was past due of about 83 days. I had been paying the car note on the XXXX XXXX every month from XX/XX/XXXX-XX/XX/XXXX but they kept saying that I owed them more. On XX/XX/XXXX, I paid them {0.00} for XX/XX/XXXX and XX/XX/XXXX payments. I called them back in XX/XX/XXXX to make a payment of {0.00} and they told me that my car was up for repossession and that I owed them about {0.00}. On XX/XX/XXXX, USAA repossessed my XXXX XXXX and then sold it at an auction about a month and a half later. Then, they are still sending me statements in the mail stating that I owe them about {00.00}. When I first purchased the vehicle in XX/XX/XXXX, USAA sent me a check for about {000.00}. Then I went to a car dealership to purchase the XXXX XXXX and the dealership gave me a bill of sale. Also, I never got any copies of the contracts from USAA when I electronically signed the documents online when they allowed me to borrow the money. My credit score was about XXXX then when they repossessed it, my credit score dropped all the way in the XXXX. I ca n’t get any more credit because of them. USAA is not for us Military Veterans. They are a major rip-off. Something needs to be done about this ASAP!!!
Complaint Tags: Servicemember
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.