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: July 2, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Vehicle loan or lease
Sub-Product: Loan
Issue: Struggling to pay your loan
Sub-Issue: Lender trying to repossess or disable the vehicle
Full Complaint:
On XX/XX/2018 my vehicle was repossessed. I was confused as to why it was taken seeing as we had already sent the payment to them to try and stay current with the bill. We called and as it turns out the payment we had sent didn’t go through because of a typo on the routing number we never received a call a notification email a letter … Nothing saying our payment didn’t go through. When we told USAA this the person on the phone could clearly care less and told we would have to pay the ban XXXX in order to get back into the vehicle plus the repo and storage fees. After hearing that I agreed we would’ve been more proactive in making sure the payment have gone through and told her we didn’t have the money that instant but would come up with it Ina few days but I’d like to still talk to a supervisor to make sure there’s absolutely nothing they can do to help us we were told there was no supervisor there to talk to us and that we would be put on a call back list. I agreed well the second of XX/XX/XXXX rolls around and still no call back. So i call again this morning having got the money together and decided robust make the payment they wanted. Well apparently that’s not good enough for them anymore and now they want the loan payed in full. Now they are just playing games had I had the amount a few days ago i would’ve been back in my vehicle that day how things change so drastically by just a few days it’s ridiculos. So again I ask to speak to a supervisor I’m told there’s not one available to transfer me to because there’s an issue with the phones I ask if I can just stay in hold until they figure it I’m told no because she has other members to help and I need to wait for a call back i ask if he supervisor could just walk over and use her phone again I’m told I need to wait for a call back. So I agree and they hang up. A few hours later I figure what the heck maybe they fixed the issue I’ll try again. So I call back again I’m told there’s no supervisor available that they’ve been in a meeting all morning and that’s why their not accepting calls ( apparently the whole phones not working story was XXXX ) but at least she was kind of to hear me out and listen to what happend and told me she’d email the supervisor directly and ask him to call me as soon as possible. Well all this waiting would be fine and dandy if I was accruing more and more storage fees the longer my vehicle stays at the lot. And If I wasn’t told something different every time I call. They will not give me an extension to their supervisor not any other number to any of the higher level management they reside to give me the contact info to anyone nor do they have it on their website
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, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NC
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Problem using a debit or ATM card
Response Type: Closed with monetary relief
Public Response:
Company believes complaint is the result of an isolated error
Date of Complaint: July 5, 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: Fees or interest
Sub-Issue: Charged too much interest
Full Complaint:
My credit card is issued by USAA … I also have it linked to my checking account for overdraft protection.. ..
MY MISTAKE .. {00.00} taken out on XX/XX/XXXX …. I immediately paid the monies back to the bank very next day XXXX I also made sure to make my required payment. AND made sure there were no new charges or overdrafts …
I have 0 % balance on monies already on the card. Each month afterwards they have been applying about 40 % of any ADDITIONAL payments I make to the 18.6 % credit balance and NOT the entire extra payments. This has lead me to be charged interest each subsequent month. I have called in about this several times to no avail.
I do NOT make extra charges against the account. NOT getting more overdrafts and my extra payments are several $ 100s of dollars In fact XXXX extra payment totaled {0.00} and XXXX payment total {00.00}. I called USAA XXXX months in a row. Asked them if they understood The Credit Card Accountability, Responsibility and Disclosure Act of 2009 and that my extra payments are supposed to go towards the highest payment amount. Was told that only a portion has to go towards highest interest as long as I had a balance on the card .. even though that balance is 0 %. They are aware am not making any new charges!
I gave them a chance to correct the problem and was told that they will continue to split my EXTRA monthly payments as they see fit. Requesting this stop and ALL interest be refunded back to me. Have been instructed by the USAA Agent that my account has been noted.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: July 1, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: WI
Product: Mortgage
Sub-Product: VA mortgage
Issue: Trouble during payment process
Full Complaint:
On XX/XX/2018, we sent a registered letter to XXXX XXXX, CFO USAA FEDERAL SAVINGS BANK, concerning our supposed mortgage. We respectfully invoked FDCPA and asked that she would answer some accounting questions. Instead of answering our accounting questions, she passed the responsibility onto someone working in the CEOs office. XXXX XXXX sent us a letter on XX/XX/2018, two days past the time required by the FDCPA. This letter did not answer weather or not we had the legal obligation to pay USAA FEDERAL SAVINGS BANK. While this debt validation process was taking place, USAA FEDERAL SAVINGS BANK sent us two bills and now a letter of default. Not only has USAA FEDERAL SAVINGS BANK violated the FDCPA, but they failed to validate that we had the legal obligation to pay them. USAA FEDERAL SAVINGS BANK also failed to answer weather or not they ever loaned us money in the first place. We would appreciate if you would take the time to look into this matter. We have all of the return receipts along with the original letters we sent in the attempt to validate this debt. We also have the envelope date stamped from the post office along with the paper letter sent to us from XXXX XXXX proving USAA FEDERAL SAVINGS BANK missed the dead line while failing to answer our accounting questions. Thank you for your most valuable time and consideration.
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, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NV
Product: Checking or savings account
Sub-Product: Other banking product or service
Issue: Managing an account
Sub-Issue: Problem accessing account
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes complaint is the result of an isolated error
Date of Complaint: July 1, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: ID
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: July 3, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TN
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Problem using a debit or ATM card
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: July 4, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NC
Product: Checking or savings account
Sub-Product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-Issue: Transaction was not authorized
Full Complaint:
XX/XX/XXXXI was checking my account and discovered that my account had been compromised.I reported to USAA Bank and investigation.
They concluded that it was not fraudulent transactions. The card being used was a XXXX card in my Daughter ‘s name. Her name is XXXX XXXX and that is the name of the card.
They also stated that you open an account in her name in USAA. That XXXX account was like 5 years ago once she became an adult she was responsible for that account. My daughter is XXXX years born XX/XX/XXXX. That was told to me by USAA bank.
During that time she did not have access to my checking account or I gave her my checking account information. I did not open up a XXXX card for her or had this card connected to my checking account at any given time.
USAA did not give me any factual documents or proof that I gave or consented to these transactions. They said that I had to dispute them and this was not fraudulent claim. I disputed them and they reach the same conclusion.
I have not spoken to my daughter since XX/XX/2017 we do not have a relationship due to her behavior problems and issues with her life.
I did file a report with the XXXX County Sheriff department in XXXX, NC and NO ONE! has contacted me regarding this matter. I was told by USAA total transactions was a 109. Four transactions were over {000.00}. I believe total taken was between 10 and 20 thousand over a 4 month period. They took out {00.00} in an instance and USAA did not ALERT ME!
on my bank statements it just says XXXX E-PAYMENT and the amount and shows my daughter name. Does not show what store or items purchased.I honestly believe that my Daughter is Responsible for this with her history.
USAA has not told me is it her that is using the card? Did someone steal the card and using her information may be one of her friends? Since the bank statement does not say City and Location and did not provide me with purchases that was made and what vendors or stores so I must explore all possibilities.
USAA response in my denial letters is that they have documents or proof that I authorized these transactions. They have not showed to me or presented any factual documents. I still repeat and stated I DID NOT AUTHORIZE ANYONE TO STEAL OR MAKE TRANSACTIONS FROM ACCOUNT USING A XXXX CARD. I DID NOT GIVE MY CHECKING ACCOUNT INFORMATION TO MY DAUGHTER TO MAKE PURCHASES FROM IT!
My daughter is not on any signature card with my bank account is not an authorized user on any bank account I have ever had and ever will. The only way my daughter received my information she STOLE or FORGE my name!
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, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TN
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: July 3, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
Product: Checking or savings account
Sub-Product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-Issue: Transaction was not authorized
Response Type: Closed with explanation
Public Response:
Company believes complaint is the result of an isolated error
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.