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 9, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NV
Product: Mortgage
Sub-Product: Home equity loan or line of credit (HELOC)
Issue: Closing on a mortgage
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 10, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: LA
Product: Checking or savings account
Sub-Product: Other banking product or service
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 9, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: None
Product: Checking or savings account
Sub-Product: Checking account
Issue: Closing an account
Sub-Issue: Company closed your account
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 9, 2018
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: Fees or interest
Sub-Issue: Charged too much interest
Full Complaint:
I had a XX/XX/2018 USAA Visa bill of {0.00}, which was due on XX/XX/2018. I paid the XXXX bill and mailed it on time, as I have done for 22 years with USAA Visa. They failed to cash the check until XX/XX/2018. I received the next XXXX statement which includes an interest fee of {.00}. I disputed this fee by phone on XX/XX/2018 and was told the interest was calculated at the end of every day for my future credit purchases. That is, as I continued to use the credit card, but prior to my having the XXXX statement, I was being charged interest on credit card charges that were not yet due. USAA Visa can not explain why they failed to cash my check in a timely fashion. I believe it is extremely improper for them to bill me for interest on the charges that were not yet due. Despite their slow processing of my check for the XXXX statement, I am willing pay interest on the {0.00}. But it is dishonest and wrong to bill interest on credit card charges that are not yet due. This practice is not only illicit ; it also fosters fraud because USAA Visa has a financial gain to not process and cash payments in a timely fashion so that they can then drive up interest fees on bills that are not yet due. Last, when I asked USAA Visa for the outside agency to report the problem, they failed to tell me I can report it to the Consumer Protection Financial Bureau.
Complaint Tags: Older American
Response Type: Closed with monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: July 10, 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
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 9, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TN
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:
This USAA FSB account XXXX was Paid-in-Full in XX/XX/2014. I filed for Bankruptcy on XX/XX/2014. How can this account be listed as ” Derogatory ” and ” Payment Plan ” and ” Chapter XXXX ” when it was clearly paid and closed a month prior to the filing of my Bankruptcy? Please delete the erroneous information as this account is ” PAID ” and ” OK ” and ” CLOSED BY CONSUMER ”.
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 10, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: OH
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage
Full Complaint:
My husband and I contacted USAA on XX/XX/2018, and began the process of refinancing our mortgage. As of today, we have dealt with approximately 8-10 employees who all guaranteed us they would own the outcome and get us to closing quickly. As time passed each one has dropped the ball and continue to cause issues and delays, which ultimately resulted in additional expenses on our behalf. USAA had all the required documents on or around XX/XX/XXXX to close our loan. However, as of today we have now been told by several people that our app was escalated and we would get the clear to close by the end of the week. Today we received a call from yet another employee who now advised they do not have all the documents ( even though prior employees confirmed receipt of all docs ) and our app has not been escalated. They yet again requested I submit more documents and they would need to wait approximately 5 more business days to receive our payoff.
This veteran based company has treated my husband and I absolutely terrible.
Complaint Tags: Servicemember
Response Type: Closed with monetary relief
Public Response:
Company believes complaint is the result of an isolated error
Date of Complaint: July 10, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MS
Product: Checking or savings account
Sub-Product: Other banking product or service
Issue: Managing an account
Sub-Issue: Funds not handled or disbursed as instructed
Full Complaint:
I had a savings, checking, auto insurance and investment accounts with USAA since XXXX. I cancelled my auto insurance policy and moved it to XXXX for a better rate. Despite the cancellation of my policy, USAA continued to attempt to debit my checking account for the USAA insurance. I sent documentation on 4 ( four ) occasions to prove that the policy had been cancelled-USAA refuses to correct their error and has now frozen my access to my banking accounts and my investment accounts. They also refuse to timely process any investment transactions I request. My last transaction was not only late in processing, but they also sold the wrong stock ( requested the sale of XXXX XXXX but XXXX XXXX XXXX was sold ) and they witheld extra fees. I have had a XXXX on file since the inception of my investment account, no change has been authorized by me since XX/XX/XXXX. In XX/XX/XXXX, more than {0.00} in backup withholdings were held from a sale of stock ; my social security number has not changed and has not been questioned in prior sales. Currently, USAA is holding my accounts XXXX by blocking online access to my accounts. This is causing me much distress because I have no other means of accessing my accounts.
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 10, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA
Product: Mortgage
Sub-Product: VA mortgage
Issue: Closing on a mortgage
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 11, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: OK
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-Issue: Problem with fees
Full Complaint:
My balance due was {0.00} and my minimum payment was {.00} due on XX/XX/XXXX. I had previously initiated a balance transfer, but in the meantime had paid {.00} to insure no late fees would be assessed. I also made two individual purchases ( {.00} and {.00} ) so as to hopefully have no balance. Two days later, the bank USAA received the balance transfer of {0.00}. This actually resulted in me owing XXXX cents. I attempted to pay this balance on the XXXX of XXXX -before the closing date on my account. The system would NOT let me pay the remaining amount of XXXX cents.
I called USAA on XX/XX/XXXX once again trying to pay the XXXX cents it said I owed. the representative could not help me. The representative suggested I go buy something in order to pay the balance … this was NOT my goal.
One day later, XX/XX/XXXX, I noticed a charge of {.00} has been added to my account. I called USAA to get clarification.
They said it was because I still had a balance on my account and the interest was calculated on a daily amount.
I am at my wits end with talking to USAA because from a consumer perspective if a bank says the statement balance is a specific amount, it leads a consumer to believe if they pay the entire statement balance then the account will have no balance!!!!!!
This apparently is not true. I’m not understanding WHY, if I made every attempt to pay the entire balance, would I still be charged the interest. It’s like double dipping. You pay the entire balance, but the bank still assesses you interest. If that is the case, then the billing statement needs to have an addendum ” Even if you pay the entire amount due on or before the due date, interest has NOT been applied to the balance on your statement, and you will still be required to pay interest ”
Complaint Tags: 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.