Compiled from Public Data by FairShake
The US government’s Consumer Financial Protection Bureau (CFPB) collects complaints against financial companies.
In 2021, the CFPB received 1368 complaints against USAA. USAA ranked Number 35 among all financial companies for the most complaints.
Date of Complaint: November 9, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Deposits and withdrawals
Full Complaint:
RE : Complaint against USAA Federal Savings Bank ; Refusing to Allow Deposit of {0000.00} U.S. Treasury Check Dear CFPB Representative : This is a complaint against USAA Federal Savings Bank for its problematic online-deposit policy and breathtakingly deficient service. USAAs behemoth bureaucracypersonified by its process-over-people, systems-over-service apparatushas become too big to assist a lone customer. Thus, Im turning to the CFBP for help.
As your agency reviews this complaint, please recognize my honorably-retired-veteran status and afford any protections the CFPB might confer to similarly-situated consumers.
Turning to the complaint, succinctly put, this is what happened. On XX/XX/21, I called USAA to ask if I would be permitted to mobile deposit a forthcoming U.S. Treasury check for about {0000.00}. Bank employee XXXX assured me USAA could definitely take care of it [ and I ] could definitely get the check deposited. ( Attachment 1. ) But later that dayafter I received the Treasurys check in the mailanother USAA employee ( Adrianne ) gave a 180-degree different answer, saying USAAs maximum daily deposit increase limit was {0000.00}. XXXX added that amount is set across the board ; no one would be able to raise that limit. there are no exceptions. ( Attachment 2. ) The next day, I tried escalating these conflicting answers to a member of management for what I hoped would be a short, simple call. But between the long hold time and bank employee XXXX call screening, reaching an Executive Resolutions employee took 33 minutes. ( Attachment 3. ) By then, I couldnt wait any longer. So the check remains uncashed, and Im checking with other financial institutions. Sadly, this is what its like to be a USAA customer.
Thus, I respectfully ask the CFPB to investigate USAAs deposit policies, employee guesswork, and escalation barriers. Thank you for your assistance.
*** Please see attached XX/XX/21 letter with enclosures.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Date of Complaint: November 10, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AZ
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Problem accessing 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: November 10, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NM
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Fee problem
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: November 12, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-Product: Credit reporting
Issue: Incorrect information on your report
Sub-Issue: Information belongs to someone else
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: November 10, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
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: November 10, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
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: November 8, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: WA
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Banking errors
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: November 9, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: WA
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
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: November 9, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Checking or savings account
Sub-Product: Checking account
Issue: Problem caused by your funds being low
Sub-Issue: Bounced checks or returned payments
Full Complaint:
This is the second time I try to resolve this with USAA, but it has not worked. USAA failed to cover my mortgage and other payments with my secondary account/overdraft protection which has plenty enough funds. The first time I tried to resolve was about 1 month ago when my mortgage servicer, car insurance, and internet provided messaged me that my payments were returned. I then patiently stayed on the line for clo se to 1hr to talk to a representative who explained to me that USAA had made some systemic changes/upgrades and that affected overdraft protection for some members, including myself. She refunded some of the fees- not all of them – and placed back the overdraft protection. Fast forward one month a nd the same issue occurs. This time is my mortgage and a couple of other payments and the wait time to talk to someone is over 1hr. Last time I had to go through the embarrassment to apologize to my creditors and had to absorb their late fees. This time I expect USAA to refund all fees – banking and creditors- and an apology letter at minimum. But most importantly, I expect a world-class organization like USAA to get it right. If and when systemic enhancements/changes are made, perform adequate pre-implementation testing to ensure preventative controls are in place to minimize/eliminate consumer impact.
Response Type: Closed with monetary relief
Public Response:
Company believes complaint represents an opportunity for improvement to better serve consumers
Date of Complaint: November 12, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: SC
Product: Mortgage
Sub-Product: VA mortgage
Issue: Trouble during payment process
Full Complaint:
My 5 year old mortgage is with USAA and is serviced by XXXX. Last year I purchased land across the street but not attached to my land and I paid cash. I have the deed. I am a 100 % XXXX Veteran and have a exemption on my home and land from property taxes.
USAA has the documents and I have not paid taxes out of my escrow and always receive a refund at the end of year because I do not pay property taxes on my home and land.
Last year USAA paid my property tax for the land I bought out of my escrow!!!
I worked on this with them as well as my local tax office for months. They have my home parcel number on my land across the street in their system I have spent weeks complaining to USAA and have been assured it was corrected last year by USAA.
However after logging on to check because taxes are paid here in XXXX and XXXX and it is still showing as they are about to pay taxes out of my mortgage escrow on land that is not attached to my home or mortgage and I have the deed for that land.
I am beyond appalled and frustrated. I have reached out to them yet again and spent several hours once again on the phone with USAA and XXXX.
They have assured me the problem will be fixed but as you can see by the attachment it is still showing as they are ready to pay taxes on land out of my mortgage escrow that is not attached to my mortgage!
USAA used to be among the best for XXXX but they simply no longer care to fix their troubled systems.
This should be extremely illegal and I think about older Veterans who have no access to internet and have no idea this is happening to their escrow accounts.
I have attached a screen shot of my escrow, parcel maps showing my home and my land across the street.
You can clearly see they are using my home parcel number to pay taxes on my land across the street.
Once again I am totally exempt from paying property taxes on my home and land but I am required to pay taxes on my land across the street that I paid cash for and have the deed so it should not ever be paid out of my mortgage escrow!
Thank You!
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes complaint represents an opportunity for improvement to better serve consumers
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.