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: December 13, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Closing your account
Sub-Issue: Company closed your account
Full Complaint:
I was told if I bring my credit card current it would not be closed. I posted a payment for XXXX/XXXX/XXXX and that payment posted on XXXX/XXXX/XXXX. I had set my payment up by phone with a representative at USAA prior to this to be pulled on XXXX/XXXX/XXXX. They understood my concern with paying this before being closed and used that as an advantage to take my payment and close my card. I made a payment of {00.00}, that posted XXXX/XXXX/XXXX. This bank used scare tactics and continued to harass me even after I set my payment up in advance.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 14, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: None
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Deposits and withdrawals
Response Type: Closed with monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 13, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MN
Product: Mortgage
Sub-Product: VA mortgage
Issue: Closing on a mortgage
Full Complaint:
In XXXX 2017, we applied for a mortgage with USAA. We were pre-approved and needed to sell our home before moving forward with the home we were purchasing. Our contact at USAA pushed us to send them the contract for the new home so that we could get our rate locked. We later found out, because we did n’t sell our house soon enough, that our rate lock would be expiring and we would have to pay to keep it. Luckily, we found a buyer and were going to close on the sale of our home just in time – XX/XX/XXXX and our rate lock expired XX/XX/XXXX. We were supposed to be able to close on both homes the same day. A week before closing, we find out that the appraisal had to be revised because it included separate land that could not be included in our loan. The appraiser still got the lots incorrect on the report, missed updating the purchase price, and did n’t get the documents uploaded as needed. All of this took about a week and so we had to push out our closing date. I told XXXX at USAA I wanted to close by the XX/XX/XXXX, but then we found out more mistakes were made : XXXX incorrectly entered our email addresses for us to get the documents to sign, we had to submit a correction on the city of the property because it did n’t match the zip code as USPS has it, we needed updated bank statements because suddenly we owed more money than they expected – many, many things that could have been caught BEFORE we were in the final week of closing. The biggest issue that we had was USAA sent me the ” final ” closing disclosure on Friday XX/XX/XXXX, 3 days prior to closing, as was required. I called on Monday to understand why we suddenly owed {00.00} at closing, which increased from {00.00} the last time I spoke with XXXX, and he told me that still was not the final version and that we would be getting a {.00} check back at closing. WITHIN HOURS of that conversation, he called me back and said that a mistake was made. They did not get an updated property tax statement since taxes were paid more than A MONTH earlier and so we would owe {00.00} at closing. THEN, the day of closing, I received notice that they were calculating our monthly insurance rate incorrectly and both our monthly payment AND costs due at closing would increase to {00.00}. ALL of these changes were being made within the 3-day window of closing, which I understand, is not supposed to happen. We were all over the place with our closing costs and I am EXTREMELY upset about the whole experience. AND I paid 2 weeks of rate lock!!!!! Because of their mistakes!
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 14, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MD
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
Full Complaint:
This company, USAA, claims to have the right to hold payments to my credit card balance for 7 days. Whenever I make a payment, they deduct it from my checking account and credit it to the balance on the credit card but the funds are not available for use for 7 days. It is the only credit card that I have that has this policy. Is this legal?
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 13, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA
Product: Money transfer, virtual currency, or money service
Sub-Product: Domestic (US) money transfer
Issue: Fraud or scam
Full Complaint:
On XX/XX/XXXX money was stolen from my bank account through an unauthorized on-line money transfer not made by me or my wife ( the only account holders ).
The theft was timely ( within 30 minutes ) reported to the Bank, and the Bank ‘s representatives stated the account would be locked pending a fraud investigation.
After this call, additional monies were stolen out of the account – it had not been locked as reported by the Bank.
This additional theft was again ( still on XX/XX/XXXX ) timely reported to the Bank.
Since then, on multiple occasions, I was told the stolen monies would be placed back into my account within 3 business days.
Today, I received notice that the Bank was rejecting the claim of fraud reported on “XX/XX/XXXX ”.
Given these circumstances, it is clear the Bank did not conduct a legitimate investigation and is disregarding the true facts of the theft.
Response Type: Closed with monetary relief
Public Response:
Company believes complaint is the result of an isolated error
Date of Complaint: December 13, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-Product: Credit reporting
Issue: Incorrect information on your report
Sub-Issue: Information belongs to someone else
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 14, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: PA
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Problem using a debit or ATM card
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 14, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: None
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-Product: Credit reporting
Issue: Incorrect information on your report
Sub-Issue: Information is missing that should be on the report
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 14, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AL
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-Issue: Credit card company isn’t resolving a dispute about a purchase on your statement
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 15, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA
Product: Vehicle loan or lease
Sub-Product: Loan
Issue: Getting a loan or lease
Sub-Issue: Fraudulent loan
Full Complaint:
On XXXX XXXX XXXX my husband and I were both approved for XXXX by Usaa for two auto loans. My husband purchased a new 2017 XXXX XXXX in XXXX, and on XXXX XXXX, I purchased a 2015 XXXX XXXX with 37,883 miles from XXXX XXXX XXXX for 26,745.50. Upon the purchase I called Usaa on the dealership phone because my cell phone battery was now dead, so in the presence of my husband, XXXX XXXX the finance manager, and XXXX my sales person, I gave all the information and we discussed the terms of 72/82 months and the interest rate of 4.59 % with a payment of XXXX as per my previous discussion which included the gap insurance. I received a call from The dealership three months later in XXXX informing me that Usaa had not funded the loan. I along with XXXX XXXX the finance manager spoke with someone in escalations at Usaa and they assured us in will be handled in two days. The loan funded, but to my surprise as I kept calling Usaa to understand why after the funding, my payments are conflicting to say the least. One note have the loan amount financed as XXXX for terms of 12 months interest rate of 5.3277 % and payment of XXXX, then the second note shows XXXX was financed with a 5.3252 % int rate and monthly payment of XXXX this is predatory lending. I was told by both XXXX XXXX ID # XXXX, and XXXX ID # XXXX that the representative XXXX choose the incorrect terms, and both acknowledged it was Usaa mistake, but the only way to resole the issue was to refinance the loan. I filed a complaint with the Office of the Comptroller of the currency and i received a call from XXXX XXXX in the office of the XXXX, who still insists that refinance was the only resolution, i agreed and give the okay to pull my credit and was denied due to not having enough credit. This is predatory lending and i did not agree to any of these terms. Prior to the loan funding Usaa did n’t even see my car in their system, they are trying to cover their unscrupulous behavior, and Usaa should be held accountable.
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.