Compiled from Public Data by FairShake
The US government’s Consumer Financial Protection Bureau (CFPB) collects complaints against financial companies.
In 2020, the CFPB received 1592 complaints against USAA. USAA ranked Number 27 among all financial companies for the most complaints.
Date of Complaint: April 23, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: RI
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Banking errors
Full Complaint:
On XX/XX/XXXX, my mortgage was supposed to be paid through USAA ‘s bill pay service from Account A. The same day, I had scheduled a transfer from account B to Account A for the exact amount of the payment. Due to some kind of mixup, the mortgage was paid out of Account B.
Rather than pay the previously scheduled mortgage payment out of Account B, my bank first initiated the internal money transfer from Account B to Account A, thereby leaving Account B with insufficient funds to pay the mortgage, and triggering a {.00} insufficient funds charge.
When I discovered the problem on XX/XX/XXXX ( the previous day, my bank showed the mortgage payment had been ” completed ” on XX/XX/XXXX ), the bank told me that there was nothing I could do to expedite my payment to my mortgage lender, and I was left to initiate a new payment to the mortgage lender out of Account A.
On XX/XX/XXXX, I discovered that the mortgage lender had reinitiated the original payment from Account B, resulting in me paying my mortgage twice.
When I asked my bank to reverse the payment, due to my having to pay a number of other bills with the money that went to my mortgage lender, USAA opened a dispute but said it could be weeks before it was resolved. I called my mortgage lender, which agreed to refund he second payment to my USAA Account A within a matter of days.
My mortgage lender told me on XX/XX/XXXX that it had completed the refund to USAA on XX/XX/XXXX. However, USAA claims to have never received any refund.
I made a complaint with USAA, which tells me it may take up to 45 days to resolve the issue.
In the meantime, I am missing enough money that I will not be able to make my mortgage payment on XX/XX/XXXX. Meanwhile, USAA informed me on XX/XX/XXXX that it canceled my XX/XX/XXXX complaint at my request, which is untrue.
Response Type: Closed with explanation
Public Response:
Company believes complaint represents an opportunity for improvement to better serve consumers
Date of Complaint: April 23, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA
Product: Debt collection
Sub-Product: Auto debt
Issue: Communication tactics
Sub-Issue: Frequent or repeated calls
Full Complaint:
Since XX/XX/XXXX USAA XXXX XXXX debt collectors have repeatedly called my phone numerous times a day. I have been in the hospital and trying to recover from XXXX XXXX XXXX and XXXX and have begged and pleaded with them to please stop calling me. I am being called Every hour sometimes even every couple hours. This is a very rough time for myself, family, and country. They are being rude and telling me that they do not care and will proceed to call me as many times as they want until the debt is paid. I need help!
Complaint Tags: Servicemember
Response Type: Closed with explanation
Date of Complaint: April 24, 2020
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: Problem with a purchase shown on your statement
Sub-Issue: Credit card company isn’t resolving a dispute about a purchase on your statement
Full Complaint:
USAA DECIEVES CONSUMERS WITH LISTED CREDITS Adjustment Purchases ( NOT INCLUDED IN THE TOTAL CREDITS LINE UNDERNEATH ALL THOSE LISTED ) See attatched USAA statements XX/XX/XXXX XX/XX/XXXX. Under Transactions NONE OF THE ADJUSTMENT PURCHASES CREDITS LISTED ** MADE TO APPEAR INCLUDED ARE INCLUDED IN THE TOTAL AT BOTTOM OF ALL THOSE LISTED. ** Kindly Note the cute little minus sign ( – ) DECEPTIVELY MAKING TRUTH IN LENDING STATEMENTS APPEAR LISTED ARE TOTALLED. ** THEY ARE NOT ** Note XXXX OTHER CREDITS TOTAL {00.00} ** ONLY {0.00} are on TOTAL LINE OF CREDITS?? MISSING CREDITS???
ALL USAA CREDITS ARE INTERNAL HIDDEN FROM CONSUMERS. XXXX PROFOUND DECEPTION IN TRUTH IN LENDING STATEMENTS. WHY ARE CREDITS LISTED ABOVE THE TOTAL CREDIT LINE ** NOT INCLUDED IN THE TOTAL??? TOTAL CREDITS THIS PERIOD IS TOTAL.
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: April 24, 2020
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: Problem with a purchase shown on your statement
Sub-Issue: Credit card company isn’t resolving a dispute about a purchase on your statement
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: April 23, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
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
Full Complaint:
On Tuesday, XX/XX/XXXX, upon request, I spoke via telephone with XXXX XXXX XXXX, USAA Member Advocacy, Office of the CEO. Her office telephone number is XXXX, XXXX.
During this call, XXXX XXXX stated to me that USAA has never reported a 30 day late to my Credit Bureaus, Further, also revealed to me was that my account was actually on a pay-a-head schedule, ( which I was not previously aware of ). In fact, I had often wondered why payments that I would make for a given pay- month cycle would NOT SHOW as having been applied to that months balance, as the payments were received/posted by USAA XXXX In fact, it did appear that these payments were routinely not posted until the next statement date. If this is a correct and normal accounting practice, I can easily imagine that there is significant impact to the interest that an account generates, much more than warranted. My monthly minimum payments have, frequently, been very large, often over consecutive months. For me, these payments have been budget-busters because as a senior I am on Fixed income, but, somehow, I have managed to mostly keep pace. If I am correct, this is an extremely unfair accounting practice for the consumer and should be abandoned/corrected by USAA.
As evidenced by the Attached XXXX XXXXXXXX XXXX Report, USAA did report a 30-day late on my account in XX/XX/XXXX, and, another 30 -day late report was actually threatened by a USAA representative for a XXXX, XXXX payment, actually made on XXXX XX/XX/XXXX, within the XXXX Payment schedule period, but, again, not posted ( I assume, until the XX/XX/XXXX Account Statement date ). I assumed that this threat was due to an overzealous attempt by an USAA agent to collect a debt. Also, the XXXX Attachment Credit Report shows the dates of Payments made and the often Large amounts of these payments and over the course of two years how little of the total of payment amount actually went to reduce the principal balance I made no or very few purchases/charges to the account during this two year plus period.
I contend again, that I have not been 30-day late on my account and that the existing 30-day late on my credit bureau for XX/XX/XXXX should be removed as soon as possible.
I am also attaching a copy of my USAAs Statement of account dated XX/XX/XXXX.
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: April 24, 2020
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: Incorrect information on your report
Sub-Issue: Account status incorrect
Full Complaint:
XX/XX/XXXX See attatched Credit Reported by USAA OPENED XX/XX/XXXX Account XXXX IS A FRAUDLENT ACCOUNT # This see attatched 1099- C Bankrupcy Debt Discharged XX/XX/XXXX WAS ACCOUNT OPENED XX/XX/XXXX XXXX DEBTOR NOT LIABLE. USAA CHANGED THE ACCOUNT NUMBER AND SOLD AS DELIQUENT ACCOUNT. USAA OPENED ACCOUNTS I DID NOT AUTHORIZE OR APPLY FOR 1 ) XXXX end XXXX now deliquent 2 ) XXXX XXXX ID THEFT case XXXX XXXX ) card end XXXX?? I DID NOT APPLY FOR ANY OF THESE ACCOUNTS ON LINE ONLY BANKING ACCOUNTS THAT I HAVE NO ACCESS TO. THEY ARE NOT ADA ACCESSIBILITY.
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: April 22, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TN
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-Issue: Problem during payment process
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: April 21, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: PA
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: April 23, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: IL
Product: Mortgage
Sub-Product: VA mortgage
Issue: Struggling to pay 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: April 23, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: IA
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-Issue: Application denied
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.