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: September 2, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
Full Complaint:
Since XX/XX/XXXX USAA / XXXX been tacking on unwarranted late fees to my mortgage principal. There have been thirty two such late fees and USAA has used principal only payments to pay for the supposed late fees. The problem with the late fees is i have never made a late payment — USAA receives an electronic payment from my XXXX XXXX XXXX account for {00.00} on the first of each month — USAA applies late fees after theXXXX of the month. I have spent many hours on the phone trying to get this problem corrected without success.
Today, XX/XX/XXXX, i happened to noticed a {.00} late fee added to my upcoming XX/XX/XXXX payment of $ XXXX that’s a late fee on a payment yet to be made. I called USAA and spoke to a supervisor, Ms. XXXX XXXX and she immediately removed the {.00} fee. Ms. XXXX provided her direct phone number : XXXX. A Mr. XXXX XXXX responded to a XXXX complaint ( complaint number XXXX ) i made but has not contacted me as promised. Mr. XXXX did not provide his title nor any contact information. I have had two homeowners policies and two auto policies plus the mortgage loan simultaneously with USAA and pay on time and in full. I consider these late fee to be fraudulent and wonder how many other vets this is happening too.
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: September 2, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: DE
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Fee problem
Full Complaint:
After a previous complaint with CFPB ussa contacted me and stated they would attempt to help me. they refunded me for two nsf charges, I was originally charged 22 fees resulting in {0.00}. I was told that they would try to help with the rest of the fees after further review. later in the day I recieved a email stating that ussa only charges a max of 3 nsf charges per day. after seeing this I check my online statement and saw that they changed every nsf charge ( that all were originally charged and dated within a two day period ) to reflect that there were evenly spaced charges, three per day. I’ve never seen anything like this! this has to be illegal!! They fraudulently changed the dates off these fees to fit their policy so they would not need to refund them. I have cell phone pictures of the original screen showing the real fee transaction dates, which were all in two days!
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: September 1, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VI
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Funds not handled or disbursed as instructed
Full Complaint:
To whom it may concern, Good day, I open up a joint account on USAA with my sister and have been having problems with acquiring the funds that have been uploaded via check. My sister and I have call the company on numerous occasion and all we have been told from last year XXXX until current is their doin an investigation. I would like the money that my sister work hard for return to her.
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: September 1, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Checking or savings account
Sub-Product: Checking account
Issue: Closing an account
Sub-Issue: Company closed your account
Full Complaint:
On XX/XX/2020, my husband noticed that he had been locked out of our joint USAA bank account. He proceeded to call USAA to see why he had been locked out and re-establish his online access. When he was on the phone with USAA, they told him that they had decided to no longer do business with us and close both our checking and our savings account. We asked them why this was occurring as we have, to our knowledge, not done anything which would warrant such a decision. We asked them if they had sent us a 30 day notice in advance of this decision and they said that they had not. Furthermore, when we asked how we would have access to our money, they said that because the account was in the process of closing, they would hold our money for the next 60 days. It is now the XX/XX/2020 and we have bills and a mortgage to pay but no access to our money with no clear idea of when we will again have access to our money. We also were never given a 30 day warning in order to prepare for this event.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: September 2, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: KY
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: September 2, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: WA
Product: Vehicle loan or lease
Sub-Product: Loan
Issue: Problems at the end of the loan or lease
Sub-Issue: Problem with paying off the loan
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: September 1, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-Product: Other personal consumer report
Issue: Incorrect information on your report
Sub-Issue: Information belongs to someone else
Response Type: Closed with explanation
Public Response:
Company can’t verify or dispute the facts in the complaint
Date of Complaint: September 1, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA
Product: Mortgage
Sub-Product: VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage
Full Complaint:
I would like to submit this complaint on the Mortgage lender USAA. I was preapproved for a home loan and this company end up denying the loan 2 weeks after my deadline to have final approval. The company was aware of every deadline I had but disregarded my several attempts to make them aware that we needed a decision by a certain date ( or I would lose XXXX of my earnest money ) and I spent over XXXX in inspection fees, appraisal feees, etc. The companies major problem came from giving me 2 loan officers to work with then gave 4 different loan processors to work with.Having all these different people caused an issue because we could never get any thing accomplished in timely manner and they would repeatably as me for duplicate information. Additionally, ever person they assigned to handle my loan would literally work once or twice a week then have an ” out of office ” notification set up if you tried to contact them.They kept asking me for several documents that I would provide with in an hour of them asking for them, then they would take a 1 week or longer to update me on anything so in the end they caused me to loss my money, future home, and wasted the sellers time. There final decision was that the loan was denied because my DTI was 45 % and I needed 43 % to qualify which didn’t make sense because we went over this when I was preapproved plus if that was going to be the case … why take so long to tell me this information ( USAA knew my earnest money was on the line ) So to be exact there incompetence cause me to loss over 3k and not close on my house. As an XXXX American veteran I just believe this company is a disgrace and should not state the claim as being supportive of veterans.Thank you for your time.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: September 1, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Problem using a debit or ATM card
Response Type: Closed with monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: September 1, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AR
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
Full Complaint:
For the second time in two months, USAA/XXXX has failed to appropriately apply my payments. I made a payment on XX/XX/XXXX, using the USAA/XXXX system, which ONLY allows me to make the current payment and either pay into additional principal or pay into additional escrow. I paid {0.00} for the current mortgage payment and an additional principal payment ( CLEARLY MARKED IN THEIR SYSTEM ) of {0.00}. FOR THE SECOND TIME IN AS MANY MONTHS, the mortgage company illegally applied the funds as an additional monthly payment, pretending NOT to understand what is meant ( in their own system ) by ” Additional Principal ”.
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.