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: March 28, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MD
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Closing on a mortgage
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: March 28, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Fee problem
Full Complaint:
On XX/XX/XXXX, I alerted USAA of 2 fraudulent charges on my debit card of {0.00} each ( a total of {00.00} ). The rep I spoke with that day assured me repeatedly on a recorded line that USAA would give me a provisional credit in that amount by XX/XX/XXXX. That didnt happen, and I was later told by other reps that that isnt their policy. But the expectation was set. First giant problem. On XX/XX/XXXX I called because a ) I hadnt received the provisional credit, and b ) as a result of the huge fraudulent pending transaction on my account, several payments that had been initiated before the fraudulent activity occurred bounced which resulted in USAA charging me {0.00} in fees that several reps assured me would be returned to me when the fraud investigation was completed. Regardless, USAA is obligated to return those fees as part of their zero liability fraud policy for debit cards. On XX/XX/XXXX, I finally received an email that the investigation was complete ( because the pending fraudulent charges eventually fell off my account ), so I called for the umpteenth time to find out when I was getting my {0.00} back. Several more hours were wasted, and I couldnt get a straight answer from anyone in any department. Finally I was told on XX/XX/XXXX that the request was escalated and someone would call me by XX/XX/XXXX ( TODAY ) and that the {0.00} would be returned on this date as well. It is now XX/XX/XXXX, and I have heard from NO ONE and dont have my {0.00} back that USAA wrongfully charged me.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: March 26, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AZ
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 complaint is the result of an isolated error
Date of Complaint: March 28, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CO
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: March 26, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: KS
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Problem accessing account
Full Complaint:
USAA refused to do business with me as a result of my misconduct that was not related to USAA banking in any way. There advertising now says that they are open ” TO ALL MILITARY MEMBERS WHO HAVE BEEN DISCHARGED WITH AN HONORABLE DISCHARGE ” I meet that criteria for membership however I am still blocked from USSA products.
USAA must allow me to resume my membership as I fit their stated membership requirements and allow me to use all products that are provided to others. To not would be false advertising.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: March 26, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Checking or savings account
Sub-Product: Checking account
Issue: Opening an account
Sub-Issue: Unable to open an 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: March 27, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA
Product: Vehicle loan or lease
Sub-Product: Loan
Issue: Problems at the end of the loan or lease
Sub-Issue: Problem related to refinancing
Full Complaint:
XX/XX/XXXX I purchased a used 2018 XXXX XXXX via trade in through XXXX XXXX. I explained that I would be finiacing the entire amount for the vehicle and would not be putting anything down. This was confirmed by 3 other salesmen that worked there. I was also told and shown numbers that the price of my trade in would be XXXX. After being rushed through the signing process and being told it wasnt the regular finiacing advisor that typical handles their sales, I was allowed to drive off the lot. Now I am finding out, instead of the car loan being financed for the entire amount they put in the contract that I would pay XXXX $ down and the trade-in was for only XXXX .
The car dealership is not working with me to fix the situation. I was told by them, I must either pay the XXXX $ out of pocket or redo my loan which will drive my interest rate up.
Two days after purchasing, I spoke with the salesmen that sold me the car and stated my issue with the vehicle and asked could I return it because I was unhappy. I was told by him and the General manager I was unable to return 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: March 26, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA
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
Full Complaint:
USAA has blocked use of the credit card on numerous occasions purportedly due to concerns about fraud. The problem arises from : ( 1 ) the frequency and unpredictability of the blockages ; ( 2 ) the entities identified ( some frequented before with no problem ) ; ( 3 ) the lack of a rational process to forestall blockages ; ( 4 ) the failure of the fraud alert system to identify fraud properly ( not one so far ) ; ( 5 ) the likelihood of this system leaving an innocent credit card user in an unsafe position ( one member of my family was blocked from purchasing gasoline while away from home ). As best I can tell, USAA believes credit card users should contact them before they make purchases to assure the company that no fraud is involved. This is obviously ridiculous. Moreover, when we have contacted them respecting travel out of state, it made absolutely no difference. Despite attempts to work this out with USAA, our efforts have been unavailing.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: March 27, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
Full Complaint:
My wife and I bought a second home in XX/XX/2018 with the intent to use it as an investment property. We were told by XXXX XXXX ( Loan officer with USAA NMLS ID XXXX, Manager : XXXX XXXX XXXX | NMLS ID XXXX ) prior to closing that we would have to pay PMI until reaching an LTV ratio of 80 %. We are very close to that 80 % point now and when we inquired with XXXX, the company that services the loan, about the process of removing PMI they stated that due to this loan being for an investment property it would instead require an LTV of 65 % for PMI removal based on XXXX XXXX ‘s guidelines. However prior to closing, USAA provided us with documents stating that we were taking a CONVENTIONAL loan and gave us documentation implying that PMI would be paid off much sooner. When I called XXXX XXXX to discuss this she again claimed that the loan was a conventional loan and that the LTV ratio was 80 % for PMI, in stark contradiction to what we are being told by XXXX. We have asked XXXX/USAA for documentation to support PMI terms of the loan prior to closing however they have not provided any response. Based on the documents that we were provided ( see attached disclosure ) prior to closing, USAA states we are taking out a CONVENTIONAL LOAN with PMI LTV ratio of 80 %. WE CLOSED UNDER THOSE TERMS and now we are faced with a huge financial penalty of ( thousands of dollars ) in the form of previously undisclosed PMI. While we are understanding XXXX XXXX ‘s policies regarding PMI for investment property, we were told something very different by USAA. We are concerned that USAA ‘s actions constitute a misleading, predatory practice by the loan originator to funnel customers towards loans with higher PMI. It feels like a ‘bait and switch ‘ scam where we are quoted on set of terms only to find out later that those terms are completely false.
Response Type: Closed with explanation
Public Response:
Company believes complaint represents an opportunity for improvement to better serve consumers
Date of Complaint: March 26, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NJ
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Banking errors
Full Complaint:
A separate case has been previously been opened and closed ( Case # XXXX ) ; however, this complaint deals with USAA violation of 12 CFR Part 1005, 11 ( d ) ( 1 ).
While I continue to state that fraudulent activity occurred with my debit card and USAA wrongly denied my claim. I have repeatable requested a copy of all and any documentation used in fraud claim # XXXX. Per 12 CFR Part 1005, 11 ( d ) ( 1 ) ” Request for documentation. When a consumer requests copies of documents, the financial institution must provide the copies in an understandable form. If an institution relied on magnetic tape, it must convert the applicable data into readable form, for example, by printing it and explaining any codes. ” On XX/XX/2018 in a recorded telephone call with USAA, I explicitly requested a copy of documentation used. I further made a written request to USAA in XXXX, XXXX and XX/XX/2018 for this documentation. As such, USAA has failed to provide this information to me and therefore, USAA has committed a violation of Regulatory Guidance.
Response Type: Closed with non-monetary relief
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.