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: September 11, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MD
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Problem making or receiving payments
Response Type: Closed with non-monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: September 12, 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: Deposits and withdrawals
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: September 13, 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: Confusing or misleading advertising or marketing
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: September 14, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: SC
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-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: September 12, 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: Problem with a credit reporting company’s investigation into an existing problem
Sub-Issue: Difficulty submitting a dispute or getting information about a dispute over the phone
Full Complaint:
On XX/XX/XXXX, at XXXX I called USAA to investigate a misleading inquiry on my credit report. I spoke with a XXXX who transferred me to another representative XXXX. I asked XXXX for a escalation specialists. I was transferred to a XXXX XXXX XXXX.
I explained my current situation of a credit inquiry on my credit report and went into detail how their pre-qualification is different than the industry. XXXX explained I was wrong and that a pre-qual is the same as a pre-approval. He stated that because a computer ( Desktop Underwriter ) reviewed the inquiry it has n’t gone through an Underwriter that would require income verification, etc. I advised XXXX that the website and company definition is misleading ( initial simulation of income/expenses and obtaining a DTI ratio ) to consumers and he stated, ” It ‘s not. ” I advised that the intent of the request through USAA was to obtain enough information to make a sound decision to either apply for a pre-approval or to not.
Through our conversation, he advise that he has made a request for other people to remove the inquiry off their credit due to an error. I then asked if it ‘s fair that he would do that for other people when my situation was misleading. He said yes, that is fair. I told XXXX he has violated Fair Lending practices by offering other consumers a credit inquiry removal but not for me. He stated, ” I have not because it was company error. ” I do n’t feel my situation was resolved and asked to be contacted by an AVP/VP. XXXX ‘s response was, ” No. I am not going to give you that information. ” I then asked for his supervisor. His response, ” … .this is going to end with me. ” I asked if I can be transferred to his supervisor ‘s voicemail, he said, ” I can but I will not. ” I asked for his supervisor ‘s name, XXXX stated, ” No. ” ” I ‘m not going to give you that information. ” I asked for a manager call back, he said, ” No. ” I called back and spoke with a XXXX and asked for XXXX ‘s supervisor information. She offered for a manager call back within 24-48 hours.
I feel that I was personally discriminated against due to my current financial situation as XXXX had my credit information in front of him. I was attempting to resolve my concern and was left with a horrible experience from a USAA escalation specialist.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: September 14, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MN
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Incorrect information on your report
Sub-Issue: Account information incorrect
Full Complaint:
I had financial and mental set backs upon returning from the military. I had multiple credit cards through USAA. I fell behind and they were eventually closed. The time came to purchase a new house and even though they were closed they effected my credit. I contacted USAA directly and they said they do not deal with closed credit cards.
I confirmed the holders of the debt and reached a settlement with them.I paid a negotiated price on XXXX XXXX with two separate companies. One company by debit card and one by check over phone. I got confirmation for the debit payments XXXX XXXX and on the check by phone XXXX XXXX. The amounts were XXXX, XXXX, XXXX, XXXX, and XXXX.
Once I got these letters I contacted USAA again. After being on hold for over 30 minutes they said they had to send it to some back office and there was no way to expedite or check up on the processes. They gave me a time frame of 2 weeks for this to be updated.
During this time I submitted for a rapid rescore. Having given permission to USAA to share my information with all 3 credit bureaus on my initial phone call as advised there should have been no problem. The rapid rescore comes back and says that I must call and give permission. I tried again and my credit still reflects these balances.
The rescore did nothing. It has now been 6 weeks since paying and receiving letters stating these accounts are resolved and settled in full.
I contacted USAA again before escalating to this level. I was transferred multiple times and when it sounded like I may be on the right track I was to be transferred again. Instead I was hung up on. I called back AGAIN. I requested to be transferred to the department was met with an astounding array of security questions that I even did not know some of. Was told I needed to be transferred placed on hold again. Hung up on again. I did not want to go this route but this appears to be my only option. USAA up to this point has been an amazing organization and I believe in their philosophies. This is ONLY to do with their ‘charge off ‘ department.
**Please note that some of the documents are password protected. The password is XXXX
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: September 12, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA
Product: Vehicle loan or lease
Sub-Product: Loan
Issue: Struggling to pay your loan
Sub-Issue: Lender trying to repossess or disable the vehicle
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: September 14, 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: Other features, terms, or problems
Sub-Issue: Other problem
Full Complaint:
XXXX investigated the following listing, XXXX XXXX XXXX XXXX XXXX XXXX …, on my credit report. Upon completion of their investigation, they deleted the referenced item. I was notified of the investigation and subsequent deletion.
USAA continues to list the item, XXXX XXXXXXXX XXXX XXXX XXXXXXXX XXXX …, on my USAA Accounts, claiming the bankruptcy is a primary reason for my credit report being low.
It appears USAA is artificially lowering my credit score on their website and/or my accounts and charging me a double digit interest rate insisting the information is still being reported and/or provided to them by XXXX.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: September 13, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TN
Product: Checking or savings account
Sub-Product: Other banking product or service
Issue: Problem with a lender or other company charging your account
Sub-Issue: Can’t stop withdrawals from your account
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: September 11, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NH
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-Product: Credit reporting
Issue: Improper use of your report
Sub-Issue: Credit inquiries on your report that you don’t recognize
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.