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 31, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AL
Product: Payday loan, title loan, or personal loan
Sub-Product: Personal line of credit
Issue: Problem with additional add-on products or services
Full Complaint:
Denied full access to account.
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 29, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: UT
Product: Debt collection
Sub-Product: Credit card debt
Issue: Communication tactics
Sub-Issue: Frequent or repeated calls
Full Complaint:
USAA called me repeatedly on the following days despite my debt consolidation companyh working with their settlement department ( seperate ticket XXXX ).
Days include : XXXX XXXX ( at XXXX and XXXX ), XXXX XXXX ( at XXXX and XXXX ), XXXX XXXX ( at XXXX and XXXX ), XXXX XXXX ( at XXXX, XXXX, and XXXX ), XXXX XXXX ( at XXXX and XXXX ).
As per previous ticket, I did inform them to work with the consolidation firm. I ‘ve also, admittedly very angrily, informed them of the Fair Debt Collection Practices Act which states that they may not harrass by calling multiple times in the same day.
Also stated on the previous ticket, I spoke to a manager and he sent a message to the team for them to contact me at a specific time and day to sort this out and have XXXX XXXX on the phone. They did not call at the specified time/day ( XXXX XXXX XXXX, XXXX ) or the day after. Then they called again on XXXX ( today ) .This leads me to beleive that theyh do n’t want to work with me on the debt, but just to harrass me.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 30, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NY
Product: Payday loan, title loan, or personal loan
Sub-Product: Personal line of credit
Issue: Struggling to pay your 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: December 29, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: IL
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers
Sub-Issue: Confusing or misleading advertising about the credit card
Full Complaint:
I took advantage of a no fee / no interest balance transfer promotion offered by USAA in XXXX XXXX. I have subsequently made the minimum monthly payments in order to maintain the interest free status of this transfer. On XXXX/XXXX/XXXX, I made an additional {.00} purchase on this card. Since that time, I ‘m being charged interest on this purchase, despite the fact that I continue to make the minimum payments. I called USAA to inquire if I needed to pay an additional {.00} on top of the minimum payment to avoid future interest charges and was told that the minimum payment would avoid future interest charges. I was charged interest again on the subsequent statement and am now being told by USAA that I will continue to incur interest on this charge until the entire balance ( including the interest free balance transfer ) is repaid. I contacted USAA and requested that they either waive the interest going forward or provide a credit to my account in respect of the interest being charged. Despite a 27 year relationship with USAA, they have told me they do not have the authority to make this change and I will continue to incur interest on the purchase until the interest free balance is first paid in full.
Complaint Tags: Servicemember
Response Type: Closed with monetary relief
Public Response:
Company believes the complaint is the result of a misunderstanding
Date of Complaint: December 29, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: UT
Product: Debt collection
Sub-Product: Credit card debt
Issue: Communication tactics
Sub-Issue: You told them to stop contacting you, but they keep trying
Full Complaint:
The company is USAA. Everytime they have contacted me I have told them to work with XXXX XXXX XXXX who I am using for debt consolidation. Example dates XXXX XXXX, XXXX, XXXX XXXX, XXXX.
I informed them that I was working with XXXX XXXX and to talk to them. I seperately called XXXX XXXX on XXXX XXXX and confirmed they had spoken to the settlement department at XXXX XXXX
However, USAA continues to try and contact me. I actually spoke with a manager there, and set up a date, also XXXX XXXX, for them to call me at XXXX my time at which time I planned to get them and XXXX XXXX on the phone together. Instead, I got no phone call on the XXXX or XXXX, and got another missed call this morning at about XXXX ( ca n’t answer because I ‘m at work so I declined the call ).
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 31, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: WA
Product: Payday loan, title loan, or personal loan
Sub-Product: Installment loan
Issue: Problem when making payments
Full Complaint:
I filed for bankruptcy protection on XX/XX/XXXX. At the time I had numerous loans with USAA. One loan in particular has close to a {000.00} balance and my parents are co signers on the loan. My parents mailed in a payment on XX/XX/XXXX to continue payments on the loan. They want to continue to make payments on this loan to protect their creditworthiness. However, USAA is not accepting their payments. To add insult to injury, they are returning their payments to me in the form of a check. So basically my parents are sending them the payments on the loan, and USAA is in return sending the payments to me. I am worried this will affect their creditworthiness as well. I have tried to call USAA on this and they will not address this issue.
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: December 29, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-Issue: Problem with rewards from credit card
Full Complaint:
Just tried to change from the Platinum Rewards card to the Cash Back Rewards card, and was also told it is ” not possible. ” I told the customer service member that XXXX XXXX XXXX had already changed my cards in the past and she seemed to brush it off like it was n’t their problem. When I tried to explain why I did n’t want to cancel my card outright after applying to the new Cash Rewards card ( as many people have stated previously, he life of my credit is still short and canceling one of my oldest cards would negativity impact my score ), she acted like she did n’t understand what I was talking about and that I would need to ” take it up with the credit bureau. ” This obviously is not a solution, as a credit bureau ca n’t do anything to force continuity of a line of credit. However, EVERY OTHER BANK willingly does this for it ‘s customers. This policy USAA has adopted to refuse to allow you to change cards blatantly takes advantage of their customers by forcing them to keep old accounts open, take unnecessary hits to their credit for applying for a new card, and intentionally damaging their customers credit scores in the likely ( and logical ) event the consumer wishes to close the old card ( multiple cards open for no reason is a liability ).
There are numerous threads on USAAs forums from customers in my shoes, to which USAA continues to give ” cookie cutter ” responses stating they ” take our suggestions seriously ” and ” will bring them up with management. ” The company continues to attempt to use the Card act of 2009 as a shield to deflect customer complaints, despite customers directly calling them out over the incorrect nature of their claims.
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.