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: July 16, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CO
Product: Mortgage
Sub-Product: VA mortgage
Issue: Closing on a mortgage
Full Complaint:
I applied for a VA Mortgage Loan Refinance on XX/XX/2019. I told the sales person on two occasions that I was separated from my wife and that I was refinancing the home that I purchased last year on my own and without my wife like I did with the purchase.
A notary came to my house on Friday, XX/XX/XXXX with the loan docs to complete my transaction. I was shocked and dismayed that they had documents for my wife ( separated ) to sign. My loan representative XXXX XXXX | NMLS ID XXXX | Loan Officer | Real Estate Originations went on vacation and I can’t get a returned phone call from the person he said was handling my loan. Now they say they can’t even do the loan because I am married and in Colorado the wife has to sign on all Mortgage loans. They ran my credit, wasted 30 days of my time and they knew from the beginning that I was refinancing the house in my own name. If I was able to purchase the house in my own name why can’t I refinance my home in my own name.
I am a XXXX XXXX veteran and this has been a very stressful experience.
Complaint Tags: Older American, Servicemember
Response Type: Closed with explanation
Public Response:
Company believes complaint represents an opportunity for improvement to better serve consumers
Date of Complaint: July 17, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NM
Product: Checking or savings account
Sub-Product: Other banking product or service
Issue: Managing an account
Sub-Issue: Banking errors
Complaint Tags: Servicemember
Response Type: Closed with non-monetary relief
Public Response:
Company believes complaint is the result of an isolated error
Date of Complaint: July 17, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: WI
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Closing your account
Sub-Issue: Can’t close your account
Full Complaint:
Refinanced my home too pay-off credit cards. all credit cards were sent cashiers checks and all but USAA took payment and closed accounts as requested in a few days. The first cashier check for {00.00} mailed by priorty mail on XX/XX/2019 and delivered and signed for by XXXX on XX/XX/2019. XX/XX/2019 I called USAA and they denied receiveing. I called title process company XXXX and they cancelled and re-issued a new check as per USAA agents precise directions overnight. Again signed for by XXXX. called USAA XX/XX/2019. They stated 10 business days too process the bank cashiers check extending the process until XX/XX/2019. I called XX/XX/2019. XXXX EXTXXXX executive resolution team confirmed the check was received but not processed and all not processed checks were immediately returned too sender. XXXX had not received the check back. XXXX the original processor again called USAA and Again cancelled and mailed another with the same information by overnite priorty mail. I count a minimum of 38 days past that USAA is charging 16.5 % on {00.00}. That check was issued by the re-finance for {00.00} when the the actual payment turned out too be {00.00}. I yet have no reply from this criminal USAA operation. 4.5 % is also being pd too refinance loan too on {00.00},
Complaint Tags: Older American, Servicemember
Response Type: Closed with monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: July 17, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Mortgage
Sub-Product: Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process
Full Complaint:
I have the money to pay off the loan. I have been calling the bank since XXXX to pay off the loan but everyone I speak to will not help me settle the loan. They waste my time, put me on hold, transfer me, every single person verifies my identity then transfers me again, I get lengthy messages about how this call is an attempt to collect a debt when it is me calling them asking to settle the debt. I went to buy a truck and there is a USAA charge off showing on my credit for the original amount of this loan. I have had no other credit accounts in more than 7 years. The records I have for the last nine years show only 3 payments applied to principle. I have worked directly with the bank to resolve payment issues to keep the account current. I followed the payment schedule they recommended only to find nothing was going to principle. I nearly doubled my payments so that some of each payment would go to principle yet even with a few large payments to get ahead only 3 payments in 9 year were applied to principle. When I use the on line information to bring the account current and pay more than what shows due the account remains in past due status and nothing is applied to principle. I called the bank to ask how much needed to be paid to bring the account current and still the account was always behind. This bank has called me in the middle of the night, on holidays and six times in a single day while I was at work to harass me about this loan. The balance they asked for to pay off the loan is higher than the current statement balance and barely {0.00} less than 9 years ago. {000.00} today down from XXXX in 2010 and up from XXXX in XXXX of this year. The bank has offered assistance and used that assistance to manipulate this into a never ending loan. I wish to negotiate a reasonable pay off. This started as a XXXX loan to repair the roof and paint the house I purchased. Based on all interactions with this company I can not make another payment on this loan until I have a clear written agreement that the bank will honor this payment to actually settle this debt and restore my credit to reflect the years that I have made payments to keep this loan current.
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 16, 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: Fees or interest
Sub-Issue: Charged too much interest
Complaint Tags: Servicemember
Response Type: Closed with monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: July 17, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Deposits and withdrawals
Complaint Tags: Older American
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: July 17, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MO
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-Issue: Problem with fees
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 17, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: PA
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Closing your account
Sub-Issue: Company closed your account
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: July 16, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: LA
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:
2 charges were withdrawn from my checking account not authorized by me from my USAA checking. 1- XXXX XXXX for XXXX dollars an XXXX-XXXX the same day. XX/XX/2019 USAA also removed XXXX from my account an reversed the XXXX Credit overdrawing my account. Ive also been put on a 6 month probation period whereas every deposit made have to wait 7days to clear. I mobile deposit frequently an the funds use to be available immediately : I Been WRONGED an need help to get back my money. My Identity was stolen an Ive contacted the 3 credit bureaus
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 16, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: IL
Product: Money transfer, virtual currency, or money service
Sub-Product: Domestic (US) money transfer
Issue: Other transaction problem
Full Complaint:
I transferred money to XXXX from USAA on XX/XX/XXXX. The amount was processed by USAA on XX/XX/XXXX and removed from my account. On XX/XX/XXXX — USAA charged me a {.00} insufficient fees and took back the money to XXXX.
When I saw this on the XXXX — I called USAA and they refunded the {.00} fee — but they could not send the money back to XXXX.
This same scenario has happened on multiple occasions where USAA prioritizes later payments made AFTER an amount has already been debited, and then retroactively charges me a fee and says the funds aren’t available.
I think they are deliberately doing this to scam people for ACH fees — it has happened to me on multiple occasions over the past few years, and while I understand that when I can see that things are processed online and when it actually happens may be different — this is a SCAM and it should be looked into — and the bank should be responsible for properly processing payments in a timely manner.
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.