Compiled from Public Data by FairShake
The US government’s Consumer Financial Protection Bureau (CFPB) collects complaints against financial companies.
In 2019, the CFPB received 1354 complaints against USAA. USAA ranked Number 23 among all financial companies for the most complaints.
Date of Complaint: December 11, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
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:
I recently lost my job and attempted to place a hold or cancel any monthly subscription services which auto debit from my account. Unfortunately I missed some and my account dipped onto the low side.
XX/XX/XXXX Account was negative XXXX AFT attempt from XXXX for {.00}. USAA declined the transaction and assessed {.00} NSF fee XX/XX/XXXX XXXX attempted the AFT again, declined {.00} NSF assessed.
XX/XX/XXXX XXXX attempts AFT, declined NSF fee assessed.
XX/XX/XXXX XXXX attempts again, declined {.00} fee assessed.
XX/XX/XXXX XXXX makes another attempt, declined {.00} fee assessed. ‘ Balance XX/XX/XXXX is – {.00} XX/XX/XXXX XXXX finance attempts AFT, declined {.00} fee assessed.
XXXX XXXX is only company that attempts to withdraw. XXXX makes 7 attempts between that time frame and all 7 are declined with {.00} NSF fee totaling {0.00} in fees.
XX/XX/XXXX XXXX makes another attempt, declined NSF fee assessed.
XX/XX/XXXX XXXX attempts AFT, declined, NSF assessed XXXX XXXX makes an additional 4 attempts all declined and additional {0.00} in NSF fees against the account.
XX/XX/XXXX XXXX attempts again, declined, NSF fee assessed.
XX/XX/XXXX XXXX attempts AFT, declined, NSF assessed.
This continues through present and my account is now – {0.00} all in NSF fees. Not one bill was paid, and these fees are resulting from each company making multiple attempts to clear payments.
Until I am working again, hopefully soon, I have no funds to get this account even close to a XXXX balance. By the time I am able to fix this, I may owe close to {00.00} in NSF fees for a total of 7 individual transactions that made repeated attempts on my account.
I can’t understand how this could be on the up and up. As a matter of fact, I have been involved in at least two class-action lawsuits in the past involving XXXX and XXXX for similar issues being shady with overdraft fees and how they chose to apply those fees.
If this seems off to you as well and you believe you can assist me in getting this under control, I want to thank you in advance.
If all the fees from USAA appear legit and I’m just in an unfortunate situation, please let me know and I’ll stand down and accept that I singed up with a bad bank.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 10, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
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: Their investigation did not fix an error on your report
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 12, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: WI
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage
Full Complaint:
On XX/XX/2019- Officially pre-approved for a mortgage. Contact made first from XXXX XXXX XXXX who informed that the next person to take over would be XXXX XXXX. XXXX XXXX communicated effectively to both applicants. XX/XX/2019-Begins communication with XXXX XXXX . XXXX vaguely stated that she needed items for the mortgage. Information sent. Each step of the process XXXX took a full day to respond. Then XXXX called one of the applicants requesting information from the husband. There is no husband in this marriage. XXXX requested information from the husband several times over a period of days before finally answering the phone and being told that there was no husband or male in this application process. XXXX stated that mortgage was rejected due to only one applicant making less than {00.00} a year. XXXX did not review all of the documents submitted causing denial of mortgage and resubmission of all documentation Real estate agent contacted XXXX stating that the lack of communication and understanding of documents submitted is unprofessional. Request to speak with supervisor made on XX/XX/19. XXXX XXXX ( supervisor ) became defensive and stated that XXXX was doing her job and made a few errors. XXXX XXXX stated that XXXX XXXX stated that I worked part-time and mentioned information was incorrectly entered at the beginning of the process. Request was made for a new loan officer. XXXX took over the account and notified applicants that a conditional approval was made. Request of a donor letter from a bank was made. Donor letter was sent on several occasions. Spoke with XXXX XXXX on XX/XX/19 asking if the letter sent was acceptable for XXXX responded that she submitted the letter because she does not know how to reiterate to the applicants what is needed. Applicants read through the emails yet again and not once does any email indicate that the donor letter come from the donor ‘s bank which tremendously prolonged this process. Request contact with supervisor. Connected to XXXX XXXX. XXXX XXXX answered the phone call right away and applicant stated that there has been frustration with several workers in this process. XXXX XXXX proceeded to yell to the point where the audio was breaking up in this phone call. Request was made to this supervisor. Email and voicemail left for XXXX XXXX director of mortgage loans of USAA. Closing date is XX/XX/XXXX and present date XX/XX/XXXX when application was submitted XX/XX/2019. Applicants feel involved parties at USAA are sabotaging the loan after almost ten years of loyal service to USAA.
Response Type: Closed with explanation
Public Response:
Company believes complaint is the result of an isolated error
Date of Complaint: December 11, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MD
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: December 11, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CO
Product: Payday loan, title loan, or personal loan
Sub-Product: Installment loan
Issue: Problem with the payoff process at the end of the loan
Full Complaint:
Im writting again because I was told that even though I have never made a payment or called about the loan previously that I am still responsible for this loan. Even though the loan was extended without calling and consulting me first.
I feel that this is USAAs fault for not doing their due diligence and calling or reaching out to me first.
I had agreed to a personal loan of {000.00} originally and agreed to one refinance to {000.00}. However when I went to check on the loan expecting it to only be a small balance after years of paying on it. But I then noticed that the loan was refinanced again 2 more times. The total amount of the loan was {000.00}.
I was basically told by USAA that my only option is to go to court and they didnt own up or apologize for anything that they didnt do to protect my account. I think considering I never even made a payment and knew nothing about these multiple refinances that it should not be on my credit report and this loan should not be in my name since I did not authorize it all!
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 12, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
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
Complaint Tags: Older American, Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 10, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: PA
Product: Checking or savings account
Sub-Product: Checking account
Issue: Problem caused by your funds being low
Sub-Issue: Overdrafts and overdraft fees
Full Complaint:
To whom it may concern, On XX/XX/2019 my wife wrote out check # XXXX to XXXX XXXX to the amount of {0.00} to pay our mortgage. On the morning of XX/XX/2019 the check in a XXXX XXXX envelope was put into our mailbox. At XXXX security footage shows the mailman ( not our normal Mailman ) picking up the mail.
On XX/XX/XXXX we received a notice from XXXX XXXX that we did not pay our mortgage that month. We had to go to the XXXX XXXX and pay right away to avoid a late fee. At this point we just thought the check # XXXX was lost in the mail and would eventually show up at XXXX XXXX.
On XX/XX/2019 we received an overdraft notice from our checking account bank XXXX XXXX. At this point we though the checking bank made a mistake for we had more than enough money to cover any checks that were written. When going into our account we found that someone had taken Check # XXXX that was sent to XXXX XXXX was fraudulently altered and changed to someone calling himself XXXX XXXX for {00.00} which he or she deposited into a bank account # XXXX USAA FSB ( routing number XXXX ) by some kind of mobile device. At this point we had to put more money into our checking to avoid overdraft payments.
We contacted the XXXX XXXX XXXX and State police who are investigating this case.
At this time we are notifying you so that you can investigate your end of this fraud forgery.
Please investigate and send all findings to Tpr XXXX badge no. XXXX, at XXXX, Incident no. XXXX or you can send directly to me and I will forward to him.
Complaint Tags: Older American, Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 12, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: OH
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: December 10, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: OH
Product: Mortgage
Sub-Product: VA mortgage
Issue: Applying for a mortgage or refinancing an existing 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: December 11, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: None
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Deposits and withdrawals
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.