Compiled from Public Data by FairShake
The US government’s Consumer Financial Protection Bureau (CFPB) collects complaints against financial companies.
In 2018, the CFPB received 1126 complaints against USAA. USAA ranked Number 32 among all financial companies for the most complaints.
Date of Complaint: June 27, 2018
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: Advertising and marketing, including promotional offers
Sub-Issue: Confusing or misleading advertising about the credit card
Full Complaint:
I called USAA about their repeated mailings. They are interminably sending offers to my self and my wife for both insurance and credit card offers. I wanted to be taken off their marketing mailing lists. We do not have a relationship with USAA When I called them, their CSR stated that he could not help me because I ” don’t have an account number or profile number ”.
Stating the obvious, I said I don’t have either of those but I do have my address and the other info on the latest offer for a USAA XXXX card. He apologized for the inconvenience but couldn’t help me.
After asking to speak with someone up the food chain, he went off and, after some time, said the same thing : ” Sorry, I can’t help you without a profile or account number ”.
That is ludicrous. I am in their database or I would not be calling. An account number comes AFTER I establish a relationship. Not before.
Response Type: Closed with non-monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: June 27, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: IL
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 can’t verify or dispute the facts in the complaint
Date of Complaint: June 30, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
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:
I got a secured credit card with USAA a year ago. I set it up to automatically pay itself through my bank account, also with USAA then I had credit card fraud on my Credit card and I notified them, they canceled that credit card and issued credit back to my account for the fraud charges I noticed at that time that my automatic payments were not going through and I called. I was placed on hold so they could research but they never came back on the line. I called back on Thursday, and ended up on hold for a very long time while they researched with their back office and they came back and told me that the automatic payments cancelled when the fraud was credited back onto my account and that their system recognized those credits as payments instead of a fraud reversal credit and the auto payments stopped and nobody in USAA had identified this as an issue nor bothered to fix it. They never put the automatic payments back on, even though I called multiple times about this and this resulted in them counting me as delinquent, and now is reporting on my credit.
I tried reasoning with them and asking how they can make me suffer consequences for fraud, which wasnt my fault, how their system recognizing fraud credits as payments is something that I as a consumer am being held responsible for. This is SECURED credit, its my money to begin with and yet not only did they charge me increased interest, and penalties, they are defeating the purpose of my even having a card to rebuild credit because of their FAULTY SYSTEM this is not ok
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: June 30, 2018
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 using a debit or ATM card
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: June 28, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA
Product: Mortgage
Sub-Product: VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage
Full Complaint:
USAA prequalified me on income they knew that they couldn’t use to close the loan. I recently transferred from XXXX XXXX military to the XXXX XXXX and took a civilian job with XXXX XXXX. I applied with USAA for a mortgage using my current and future income along with rental property that had just rented in XX/XX/2018. I was initially approved for XXXX and then after another review XXXX. My rental income was used as a basis for the decision even though I advised the loan processor that it wasn’t reflected on my tax returns due to just being rented. I was told that this wasn’t a problem. During the first review the loan was declined, with USAA citing that the VA doesn’t allow rental income not contained on tax returns. I was lied to during the application process and now I have spent considerable time and money to secure a property that I can’t close. USAA was dishonest from the beginning and led me to believe something that wasn’t true. I then attempted to add my XXXX XXXX income, which they also denied because I don’t have 12 months of pay.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: June 28, 2018
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: Incorrect information on your report
Sub-Issue: Account information incorrect
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company can’t verify or dispute the facts in the complaint
Date of Complaint: June 30, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: KS
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-Issue: Charged too much interest
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.