May 2017 Complaints Against USAA

Compiled from Public Data by FairShake

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In 2017, the CFPB received 1093 complaints against USAA. USAA ranked Number 31 among all financial companies for the most complaints.

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Complaint Details:

Date of Complaint: May 4, 2017


State: CA

Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-Product: Credit reporting

Issue: Incorrect information on your report
Sub-Issue: Account status incorrect

Full Complaint:
I have been a member o f USAA for six y ears, and am an XXXX XXXX Veteran since XXXX , having served XXXX XXXX for five years. In XXXX of XXXX , after several years of great service with USAA, I took out an auto loan with USAA after a total loss on a previous vehicle. While initially all seemed to be going well with the loan, at some point after loan origination, an error occurred with the banking and USAA was attempting to withdraw my monthly payment from m y USAA Checking ac count, even after several calls to explain that my payments were to be coming from my external XXXX XXXX XXXX checking account. Then twice, the payments withdrawn from my XXXX XXXX XXXX checking were reversed, because USAA had misinformed me via phone when giving me information as to how to set up external payment accounts for my auto loan, and which account numbers to utilize. On several occasions in XXXX and early XXXX XXXX , USAA Auto Loan representatives phoned me regarding my auto loan payment issues, walked me through the process of correcting this issue, and stated ” all was set now ” and that the issue was corrected on their end. My domestic partner, with whom I reside, is witness to these phone calls, and I have my XXXX XXXX XXXX XXXX statements which clearly show and prove the attempted withdrawals to pay my USAA Auto loan monthly. This entire issue was due to misinformation provided by USAA Consumer Loan representatives on multiple different phone calls. On XXXX XXXX , XXXX , after receiving yet another mail correspondence that my auto loan was delinquent, I phoned in and attempted to resolve the issue with an Executive Resolutions specialist, who informed me that it was not a USAA error and therefore refused to retract th e 30-day late negative credit reporting. I then escalated the issue to the Office of the CEO, and was contacted on XXXX XXXX , XXXX , from a CEO Correspondent who once again stated that she was unwilling or unable to retract the 30-day late credit reporting as it was my error, ev en though it was not my error due to misinformation provided multiple times by USAA Representatives. While I continued to attempt to resolve this and point out the issue with the USAA CEO Correspondent, it was to no avail, and I have opted to file a grievance with the Consumer Financial Protection Bureau. At this time, it is clear tha t USAA is incorrect in their statement that this was my error, and I am disputing this negative credit reporting of 30-days late. As an aside, I find it extremely distasteful for USAA to refuse to assist a military Veteran and longtime member with the first and only issue of this nature ( one alleged late payment ), especially given that this was not an intentio nal late or slow payment, and resulted from misinformation provided and confusion from multiple phone calls with USAA Auto Loan r epresentatives. I have worked extremely diligently to protect my credit, all while serving my country and working to attain higher education post-military service, and I am requesting this be reviewed and rectified as soon as possible. Attached you will find a copy of my recent checking statement with XXXX XXXX XXXX XXXX , where you will note the attempted transfers/payments to USAA for {0.00} — the amount of my monthly auto loan payment to USAA. At this time, I am requesting an immediate retraction of the reported 30-day la te payment on my auto loan with USAA due to the information provided within this complaint.

Complaint Tags: Servicemember

Company response:

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.