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: March 7, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA
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: March 8, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CO
Product: Consumer Loan
Sub-Product: Installment loan
Issue: Managing the loan or lease
Full Complaint:
After 20 years with USAA, I am suing this piece of XXXX company for BAD FAITH, BREACH OF CONTRACT AND UNETHICAL BUSINESS PRACTICES.
Never late with any payments, never had any claims on any house or vehicle in 20 years.
Directed USAA to place my secondary car into ” storage status ” in XX/XX/XXXX as it was replaced by my primary car.
This conversation was recorded by USAA. USAA continued to bill my auto policy at FULL COVERAGE for over 5 years until it was sold in XX/XX/XXXX. I asked for a refund due to USAA ‘s negligence to place the car into ” storage status ”. They refuse.
After making no changes to my policy for years, I spoke with an agent in XX/XX/XXXX to drop a driver from my policy. During that recorded phone conversation, the agent persuaded me to drop the comp/collision of my son ‘s car and to either drop or reduce the comp/collision on my primary vehicle. I reluctantly complied due to the persistence of the agent, raising my deductible from {0.00} to {00.00}.
Two weeks after being persuaded to make this change, my car was vandalized, causing nearly {00.00} worth of damage. I immediately provided the Sheriff ‘s report to USAA. The assigned agent directed me to either take the car to USAA ‘s preferred repair providers or to choose a repair shop closer to my home. The shops that USAA recommended have horrendous reviews, so I obtained four estimates from shops that have excellent ratings and reviews.
After repeatedly calling my assigned agent without being able to reach him and without any contact from USAA, I finally asked for a supervisor. The supervisor stated my claim had been closed.
The claim was reopened and the supervisor stated that I could not take the car to a shop of my choosing, contradicting what the agent directed me to do.
Due to USAA ‘s agent persuading me to change the comp/collision deductible two weeks prior to it being vandalized, I requested that the deductible either be reduced to the original {0.00} or to waive it completely as the damage was through no fault of my own. USAA refuses to do either. I asked to escalate this issue to the Underwriters to have the deductible waived or reduced. The request was refused.
Three days after speaking with supervisor XXXX, I received a notice from USAA that my auto policy rates would be increasing because of the vandalism claim on my vehicle.
The horrendous customer ” service ”, refusal to investigate the overcharges related to my vehicle that should have been on ” storage status ”, the agent persuading me to change the comp/collision deductible, refusal to honor the original deductible or waive the deductible, and then raising my rates due to this vandalism incident are disgusting examples of how NOT to treat a long time customer.
Response Type: Closed with explanation
Public Response:
Company can’t verify or dispute the facts in the complaint
Date of Complaint: March 7, 2017
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 non-monetary relief
Public Response:
Company believes complaint is the result of an isolated error
Date of Complaint: March 7, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NC
Product: Consumer Loan
Sub-Product: Installment loan
Issue: Managing the loan or lease
Full Complaint:
EX SPOUSE WAS ABLE TO OBTAIN A LOAN IN THE AMOUNT OF XXXX ORIGINALY ASKED FOR XXXX. WAS SPOUSE AT THE TIME OF THIS LOAN. I WAS NOT AWARE OF THIS LOAN. FOUND OUT AFTER WE SEPERATED IN 2014. SHE WAS ABLE TO DO THIS ALL OVER THE COMPUTER. HER AS THE PRIMARY AND ME AS THE CO/ BORROWER. HOW IS A BANK ABLE TO DO THIS WITH OUT PROPER AUTHORIZATION. AND IT WAS DONE USING MY ALIAS. WHICH I NEVER DO ON LEGAL BINDING THINGS THAT REQUIRE AN ID, I DID NOT Authorize, or take out this loan. HOPE YOU CAN HELP.
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: March 7, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NJ
Product: Mortgage
Sub-Product: Other mortgage
Issue: Loan modification,collection,foreclosure
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: March 7, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: PA
Product: Mortgage
Sub-Product: VA mortgage
Issue: Application, originator, mortgage broker
Full Complaint:
In the process for applying for a mortgage loan, USAA pre-filled items in the loan disclosure packet that were factually inaccurate and material to the process. After four ( 4 ) requests to update the information, they simply said they would take care of it, but the debt to loan ratio they quoted when denying the mortgage loan means they did not actually update the packet with accurate information.
Furthermore, when they called stating that the loan was denied, I asked what information the underwriter used ( because the ratio they quoted was not possible under multiple scenarios ). They refused to respond and simply said that there was an appeals process, but appeals ” always get denied anyway. ” Following the call, I logged-in to our USAA account and noticed they had already deleted all application information.
I reached out to the loan processors ‘ management team, who stated they would look into it and get back to me within 1 business day. Two ( 2 ) weeks later, I contacted them again, and a third time a few days later, but have received no response to date.
It is clear that USAA ‘s processes and lack of communication allowed factually inaccurate information to go to the underwriter, and their team did not allow for any further communication.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: March 8, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NY
Product: Credit card
Issue: Credit line increase/decrease
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: March 8, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: KY
Product: Credit card
Issue: Payoff process
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: March 8, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MI
Product: Credit card
Issue: Billing disputes
Full Complaint:
USAA has deliberately reported inaccurate information to the credit bureaus under my name.
They refuse to follow their own policy, a policy they drafted, which i had no say in, otherwise known as a ” contract of Adhesion ” USAA has allowed a charge from XXXX applied to my card which I never authorized and have no idea how XXXX obtained the information.
Around XX/XX/XXXX I report my card lost/stolen USAA closed the account and issued me a new card with a new account number.
VERY IMPORTANT : once I received my new card, I placed it into my safe and never used it.
However, strangely a charge from XXXX for {0.00} appeared. I immediately contacted USAA, they informed me this was a recurring charge which USAA took upon themselves to allow XXXX to charge me. They did this without my permission or authorization.
I have had numerous conversations with USAA since. They have refused to remove the charge from my balance and reported the balance with this DISPUTED charge too the credit bureaus 2 months in a row now.
Response Type: Closed with explanation
Public Response:
Company believes complaint represents an opportunity for improvement to better serve consumers
Date of Complaint: March 8, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA
Product: Credit card
Issue: Identity theft / Fraud / Embezzlement
Full Complaint:
I ‘m trying to get an issue resolved with my XXXX XXXX credit card. In XX/XX/2016, I notified my bank, XXXX XXXX XXXX, about XXXX unauthorized charges. They were back-to-back charges for {00.00} and {00.00} labeled ” Diamond Ring ” dated XX/XX/2016. It is now XX/XX/XXXX and my case is still not resolved. I have spoken to several XXXX customer service and fraud agents about my fraud case and I keep getting the run around. I was even promised that I would receive a call from a manager within 48 hours and that has not occurred. No one seems to know or understand what ‘s going on with my XXXX account and the unauthorized charges. However, my credit score is suffering and I ‘m still expected to make monthly payments. I ‘m attaching all my monthly statements leading up to XX/XX/XXXX in this complaint.
Complaint Tags: Servicemember
Response Type: Closed with explanation
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.