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: July 2, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: WA
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:
During the week ofXX/XX/XXXX, I reached a settlement on the two credit card accounts I have with USAA. OnXX/XX/XXXX, I paid off both credit card accounts with USAA for the settlement amounts, ending in XXXX for {0.00} and XXXX for {00.00}. USAA has reflected the payments I made to the 3 credit bureaus XXXX, XXXX, and XXXX, but refused to report the accounts paid in full and the remaining balance is posted as due and owing. I contacted USAA on multiple occasions and was told I would be receiving a fax, which never occurred. On the most recent call, I was told the fax would take 10 days from XX/XX/XXXX which is an unreasonable length of time ( over 21 days since payoff, if it is ever sent ). I have previously exhausted the dispute process with the credit bureaus and since no letter was provided by USAA I am unable to provide written proof of the settlement. Verbally, USAA acknowledges a settlement was reached and the account was paid. However, they refuse to simply put it in writing on a brief document and provide it to the consumer, and have not updated the accounts as settled with the three credit bureaus. They state it will take 2 or 3 MONTHS to report the settlement! I feel USAA is intentionally delaying since they have received their payments, and this is unfair to the consumer. I paid promptly upon settlement, USAA needs to demonstrate the settlement promptly in writing and with the three credit bureaus. I have attached a copy of my triple bureau credit report which reflects the USAA accounts that are incorrectly reported.
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: July 4, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA
Product: Mortgage
Sub-Product: VA mortgage
Issue: Trouble during payment process
Full Complaint:
I have a mortgage with USAA, which is being serviced by XXXX. I have attempted to make extra payments on my loan in hopes of lowering my interests and shorten the terms of my mortgage. Rather than applying all payments towards my mortgage, USAA through XXXX, does not apply payments as they are received. Instead, my money is placed into an unapplied account. This means USAA applies only 12 of my 13 payments, which does not lower my interest or shorten the life of the loan. I have complained about this process with the CEO of USAA and other executives. I ca n’t up and move my mortgage, which USAA knows. USAA also will not change the servicer of my loan. This prevents customers from paying off the loan sooner and keeps money in the banks pockets.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: July 2, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Problem accessing account
Full Complaint:
MY BANK IS NOT REPORTING MY PAYROLL TO MY XXXX App
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: July 3, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CO
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-Issue: Problem during payment process
Response Type: Closed with explanation
Public Response:
Company believes complaint represents an opportunity for improvement to better serve consumers
Date of Complaint: July 3, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AL
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Deposits and withdrawals
Response Type: Closed with non-monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: July 1, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CO
Product: Checking or savings account
Sub-Product: Checking account
Issue: Problem caused by your funds being low
Sub-Issue: Non-sufficient funds and associated fees
Full Complaint:
My bank will not send requested information to a company requesting it ..in a timely manner. This is causing issues with returned checks and nsf fees. Also my bank is returning items when my account has the money to cover it and then charging me fees for them being returned. They do not show the items being returned but show the fees for the items in my account activity. I have also disputed a charge and have had to call them twice about it and still nothing has been done and the charge was done I believe on XX/XX/XXXX to a card that was reported stolen and no longer active. I ‘m still waiting to hear from someone.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: July 3, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NV
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 balance transfer
Full Complaint:
On XXXX XXXX,2017 I made an online balance transfer with USAA for the amount of XXXX I ‘m a XXXX Vet with medical documentation. I made an error filing the online balance transfer. I immediately called USAA to cancel the transfer. It was and still is in Pending. USAA informed me they would not cancel the balance transfer.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: July 4, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MO
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Problem making or receiving payments
Response Type: Closed with explanation
Public Response:
Company can’t verify or dispute the facts in the complaint
Date of Complaint: July 2, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Funds not handled or disbursed as instructed
Response Type: Closed with monetary relief
Public Response:
Company believes complaint is the result of an isolated error
Date of Complaint: July 1, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Trouble using your card
Sub-Issue: Can’t use card to make purchases
Full Complaint:
I have been yelled at and threatened today by an employee in Credit Card services after I requested to speak with a manager. My credit card has not been working properly and I ‘ve jumped through hoops to get the problem worked out. When the card does n’t work properly I call USAA they in turn tell me to try again having FULL knowledge that after a 3rd attempt it blocks and disables the card. Then it Flags the FRAUD department. Afterwards I ca n’t use the card for several days and requesting a manager is Impossible if you expect a call back. I have patronized this once wonderful company and I ‘ve only received 2 manager call backs in a 7 year period, after requesting it mor than 27 times. I want the CEO to receive this complaint and have someone competent communicate with me that does n’t not fall into the Philosphy that the company is always right. Screaming and yelling and threatening a customer will get the response that a company should want to avoid. I have proof of the representative being condescending, threatening and truly unprofessional. This is the company supporting our Veterans and military that defends our beautiful country. Sad commentary
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.