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: May 24, 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: Fees or interest
Sub-Issue: Problem with fees
Response Type: Closed with monetary relief
Public Response:
Company believes complaint is the result of an isolated error
Date of Complaint: May 25, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: OH
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-Product: Credit reporting
Issue: Incorrect information on your report
Sub-Issue: Account information incorrect
Full Complaint:
I previously filed a complaint, and the company responded and said they had no information about me on the file. They could n’t provide my name, phone number, etc. I provided them with information on myself XXXX / XXXX / 17 . That is the only way they currently have my information. The company reported it as a late payment, which impacted my credit score, even thouygh they claim to have no information about me.
Response Type: Closed with non-monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: May 24, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AZ
Product: Checking or savings account
Sub-Product: Other banking product or service
Issue: Managing an account
Sub-Issue: Banking errors
Response Type: Closed with non-monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: May 25, 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: Getting a credit card
Sub-Issue: Delay in processing application
Full Complaint:
I filled out an application with USAA for a credit card. Instead 0f telling me whether I was accepted or not – they requested that I make an account with USAA.I called and they said that I needed to accept a text message security code to find out if I have an account with USAA. To me that ‘s putting the cart before the horse. I request that USAA delet e all information gathered by my application process and cancel my application-no harm no file.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: May 24, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
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
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: May 26, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NC
Product: Vehicle loan or lease
Sub-Product: Loan
Issue: Managing the loan or lease
Sub-Issue: Billing problem
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: May 24, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Vehicle loan or lease
Sub-Product: Loan
Issue: Getting a loan or lease
Sub-Issue: Changes in terms mid-deal or after closing
Full Complaint:
On XXXX XXXX 2017, I applied for pre-approval for an auto loan from my bank, USAA. I was preapproved for a range from {000.00} – {00.00}. Right on the web site it said that this was only a preapproval and I was not guaranteed any specific amount until I selected a vehicle and finalized the loan with a USAA loan officer while I was at the dealership. The next day XXXX XXXX 2017, I did every step that USAA said to do, went to the dealership, and finished by talking on the phone with a lady who represented herself as a USAA loan officer whi le sitting at the dealership. I gave the loan officer the VIN number of the vehicle, permission to pull my credit report, and all the other information she requested. At the end of the conversation she guaranteed me a final loan amo unt ( {000.00} ), term ( 84 mon ths ), and rate ( 3.8 4 % ). I asked her to confirm the rate and term several times in front of the dealership financial manager. Based on the guaranteed rate and term provided by the USAA Loan Officer, I closed the deal and purchased the vehicle. After four days ( when it is too late to return the vehicle without penalty ), USAA sent me a document entitled ” Addendum to Note, Disclosure, and Security Agreement, ” with a completely different rate and term than the ones I had finalized with the ” Loan Officer. ” I immediately called USAA, and they refused to adjust the rate and term to the one agreed to by their representative, because they said I had already agreed to a rate and term the night before I went to the dealership, and the ” Loan Officer ” had no authority to supersede that on the phone. I understood the work I had done the night before to be a preliminary preapproval and that the loan terms would be finalized on the phone with the USAA Loan Officer just as we did. Otherwise, what would be the point of the phone call? I believe this to be a fraudulent, ” Bait-and-Switch ” tactic to switch people into whatever rate and term are most advantageous to USAA after the loan has been negotiated.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: May 24, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Problem accessing account
Full Complaint:
This is related to checking and credit card accounts with USAA.
USAA will not allow me to make any changes to my accounts online. I can only view account information, but make no changes. USAA says this is because I owe them {0.00} as a result of overdrafts. I can not modify my auto insurance. I am making payments on a credit card I had with USAA, I can not change or in any way adjust the amount I am paying because I do not have the ability to do so. The only department that can change this is Collections. Collections does not allow communications through any medium other than phone and wait times average over 30 minutes. They will not communicate through email, messaging or even paper correspondence. I have been unable to reach them due to the extended wait times on the phone ( this is the norm according to related internet forums ). In addition USAA began withdrawing from my checking account WITHOUT MY AUTHORIZATION when the debit card I was using to pay became compromised and had to be closed. Until last year I had no electronic access to my XXXX XXXX XXXX XXXX account as they refused access because I had declared bankruptcy. That is now fixed as a result of the CFPB ‘s action s ( Thank you ! ). I dispute the {0.00} charge but can not get it resolved as I can not reach Collections. I need to change my credit card payment but can not as USAA will not allow me to modify my accounts online. I wish to modify my auto insurance but can not do so as USAA wi ll not allow me electronic access/changes to my accounts.
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: May 24, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: None
Product: Payday loan, title loan, or personal loan
Sub-Product: Personal line of credit
Issue: Problem when making payments
Response Type: Closed with explanation
Public Response:
Company believes complaint is the result of an isolated error
Date of Complaint: May 26, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NC
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers
Sub-Issue: Didn’t receive advertised or promotional terms
Full Complaint:
I n XXXX I received a promotional mailing from USAA for Balance Transfer. The fee for the transfer was supposed to be a maximum of {.00} I filled out their promotional check, but my local bank would not accept it without a 21 day hold on the funds. I contacted USAA and told them of the problem. They suggested I use my credit card and just take out the advance that way. What they did NOT disclose was that the {.00} maximum fee did not apply if the ” convenience ” check was not used. So, they nailed me with a {0.00} ” Cash Advance Fee ”. Additionally, they have charged me the standard ” Cash Advance ” interest rate instead of the promotional 1.99 % for 12 month rate. I have called several times over the past three months trying to get this resolved. Each time I have explained the situation to the Customer Service rep, who said they could not help me and then forwarded me to his/her Supervisor. After repeating the story to the Supervisor, he/she said she could not help me and forwarded me on to the vaunted ” Executive Resolution Team ”. After explaining the situation again, each of the three Executive Resolution Team members I spoke to over the course of the three months said they would review the tapes / transcripts of my original calls and get back to me within a week. I have NEVER received a callback. I demand a refund of the {0.00} and all interest charges associated with this balance transfer and a n adjustment of the rate to the promotional 1.9 %.
Complaint Tags: Older American, Servicemember
Response Type: Closed with monetary relief
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.