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 14, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: SC
Product: Mortgage
Sub-Product: VA mortgage
Issue: Loan servicing, payments, escrow account
Full Complaint:
I purchased a property using a VA Loan on XX/XX/XXXX through USAA. My closing attorney paid the XX/XX/XXXX property tax ( {00.00} ) on XX/XX/XXXX. The Mortgage company paid the property taxes again on XX/XX/XXXX with funds from my Escrow account. The Mortgage company acknowledged verbally on the phone that they had made a mistake and that once they had received a refund from the County Tax office, they would deposit {00.00} back into my Escrow account and reassess my Escrow payments. On XX/XX/XXXX I spoke with a customer service manager, XXXX and he said the funds would be deposited back into my Escrow account no later than XX/XX/XXXX. I have spoken with customer service representatives multiple times in late XX/XX/XXXX and early XX/XX/XXXX asking them to provide an invoice with the transaction code, so I can confirm with my County Tax office that they received USAA ‘s payment on XX/XX/XXXX and are either holding the funds or have returned them to USAA. The USAA customer service group is claiming that they can not provide the invoice, because it needs to come from their Escrow/tax management group, which they can only send written requests too. They claim they have asked the Escrow/tax group provide this information, but have not received it yet.
I suspect that USAA is intentionally holding these funds in limbo slush fund to earn money or someone at USAA is embezzling money from Escrow Accounts.
I want the extra property tax payment of {00.00} made on XX/XX/XXXX refunded to my account.
Response Type: Closed with explanation
Public Response:
Company believes complaint is the result of an isolated error
Date of Complaint: March 14, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MS
Product: Bank account or service
Sub-Product: Checking account
Issue: Deposits and withdrawals
Full Complaint:
On XX/XX/2016, USAA bank restricted my access to my bank accounts. The bank subsequently closed my accounts. Over the course of the past 5 months I have spoken with the bank over 29 phone calls.
The bank has approximately {000.00} of my money. The bank has repetedly refused to return my money to me. They have held it from me for 5 months. Further, since the bank restricted my access to my accounts, they have not provided me monthly account statements.
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 17, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Credit card
Issue: Identity theft / Fraud / Embezzlement
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: March 16, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: OR
Product: Bank account or service
Sub-Product: Other bank product/service
Issue: Account opening, closing, or management
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: March 15, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA
Product: Debt collection
Sub-Product: Credit card
Issue: Cont’d attempts collect debt not owed
Sub-Issue: Debt was paid
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 16, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NV
Product: Mortgage
Sub-Product: Home equity loan or line of credit
Issue: Loan servicing, payments, escrow account
Full Complaint:
I received a billing statement for a debt which was under Bankruptcy in XX/XX/XXXX. I had previously attempted to negotiate with USAA with no results. The billing statement I received stated ” Total Past Payment Due ” and ” Total Payment Due ” of $ XXXX XX/XX/XXXX. I went ahead and submitted the payment on XX/XX/XXXX. On XXXX I received a cell phone message from XXXX, who was handling the Settlement Agreement, asking to contact her. When I contacted XXXX, she was unavailable, but I spoke with a representative from the Settlement Agreement Department who stated that this was not the total payment due. I told her that I could not afford what they were asking for and to return the checks. She stated that they would return the checks. On XX/XX/XXXX, I noticed that USAA unethically cashed the XXXX checks. I immediately contacted USAA multiple times and was transferred from department to department, placed on hold ( at one point up to XXXX ). Eventually, a representative stated that the statement had been sent out in error. Yet they cashed the checks. I have been trying to contact USAA for answers with no results. USAA is committing unethical practice and would like an explanation?
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes complaint is the result of an isolated error
Date of Complaint: March 15, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: WA
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 16, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NJ
Product: Credit card
Issue: Transaction issue
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: March 15, 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
Full Complaint:
On XX/XX/2017 I noticed ACH fraud on my account and reported it immediately. USAA instructed me to open a new account online and were not open to assisting me. After completing this task I called back the following day to inquire about my debit card. Since the compromised account also had my direct deposit this needed to be changed as well.
All being said, I still had zero access to my money either by check or debit card. Phone call placed to the agency on XX/XX/2017 to inquire about the status of the debit card to only be told ” you can find that information online ”. I asked to speak to a supervisor and the call was dropped. Called placed on XX/XX/2017 and spoke to XXXX. She advised it had not been 10 business days and she could only cancel and reorder a new card. XXXX proceeded to explain how this is the ” only ” way to get my debit card. The option for overnight mail or 2-3 business day delivery was not available. I asked XXXX to arrange for a manager to contact me and to this day has not happened.
As of today, XX/XX/2017 I have not received a debit card or checks to access my funds. I called USAA and got disconnected by XXXX. I patiently redialed and spoke to XXXX and asked for a supervisor. She then transferred me to XXXX who was a ” supervisor of policy services ”. Clearly the breakdown of communication is rampant. I requested to speak to a supervisor in banking. Then transferred to XXXX who is not a supervisor. Finally, a supervisor by the name of XXXX took the call. She proceeded to explain to me that XXXX never arranged for a supervisor/manager call back. Additionally, she was able to cancel the initial debit card order and send it 2-3 business days.
This contradicts was I was told by XXXX as well. XXXX was helpful and seemed bothered by the fact that she had to ” order checks ” for me. When asked for a tracking number on the debit card she explained that I would have to call back to get the tracking number. What is the point of having ” secured messaging ” within the USAA.COM portal?
This experience goes beyond unacceptable. I am escalating this complaint to the Consumer Financial Protection Bureau so that Federal and State Regulators are made aware of this experience.
USAA was a trusted financial institution who has clearly failed in this regard.
XXXX Veteran
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 16, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Bank account or service
Sub-Product: Other bank product/service
Issue: Account opening, closing, or management
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.