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: December 17, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA
Product: Vehicle loan or lease
Sub-Product: Loan
Issue: Managing the loan or lease
Sub-Issue: Billing problem
Full Complaint:
I have both an XXXX refinance loan and a checking account with USAA. The checking account is set up to auto debit the minimum payment due on the auto loan of the XXXX of every month.
The minimum monthly payment for the auto loan is {0.00}.
This month, I made a partial payment of {0.00} on XX/XX/XXXX. That left a balance of {0.00} due on the XXXX. The payment tab on both the USAA web site and mobile app confirmed that this was the amount due on the XXXX.
On the morning of the XXXX, I attempted to use my debit card associated with my USAA checking account. It was declined twice. I logged onto the mobile app and learned that my checking account was in overdraft status because USAA had debited the full XXXX XXXXayment of {0.00} even though it was more than what was due.
I immediately logged on to the USAA customer service chat in an attempt to resolve this. I was told in this chat that USAAs partial payment policy was that the partial payment had to post before the bill date ( in my case, the XXXX ) in order to credit toward that months payment. I asked them to show me where this policy was listed on the site or in my loan documents because I had never seen it before. After they took considerable time to review my documents, I was told that I was correct – that policy was not included anywhere.
I asked what USAA could do to reinstate the funds that day. I was told they could try to reverse the payment but that process would not reinstate them same day.
As a result of this policy & not being on notice of it, I could not get XXXX or XXXX that day. I also had to transfer money from savings to cover the overdraft & my debit card still is not processing transactions even though Ive since been paid by my employer. I have spent more than XXXX hours attempting to resolve this with USAA to no avail.
I can provide copies of the loan documents and customer service chat transcripts to the person investigating the complaint ; I dont want to upload them here as they contain identifying info.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 18, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AL
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 explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 17, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TN
Product: Vehicle loan or lease
Sub-Product: Loan
Issue: Problems at the end of the loan or lease
Sub-Issue: Unable to receive car title or other problem after the loan is paid off
Full Complaint:
Loan with USAA. Sold vehicle to XXXX. USAA quoted different payoff amounts to me and XXXX. After I sold the car I tried to cancel the auto pay. USAA refused to stop the auto pay. Ended up taking an extra payment. USAA refuses to return the money. I have the title and a loan satisfaction letter dated XX/XX/2021 but USAA still refuses to return the {0.00} overpayment. Their internal policy is to hold funds for 15 days from the date of receipt of payment. Then 2-3 business days after the 15 calendar days. USAA demanded my bank records to prove that the funds were taken from my 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: December 17, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CO
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Deposits and withdrawals
Full Complaint:
On XX/XX/21, USAA put a hold on our checking account. We have been unable to access our account since. Today is XX/XX/21. We have over {00.00} in that account that we need to pay bills, use for everyday living, and prepare for XXXX. We are having to go into the negative on a different account and pay multiple insufficient fund fees because we can’t access our USAA account. We have called USAA every day this week and have waited 2+ hours each day trying to speak to a real person. This totals over 15 hours on hold just this week, and we still haven’t spoken to someone who can resolve this for us. We have spoken to a couple of people who say they can’t help but will transfer us ; then we are back on hold for multiple hours. As I write this, we are still on hold and have been waiting for over 4 hours today alone!! This situation angers us to no end as we head into XXXX and the XXXX XXXX. How are we supposed to pay for everything when we have no access to our money?? We need IMMEDIATE help to get to our money!!
Complaint Tags: Servicemember
Response Type: Closed with monetary relief
Public Response:
Company believes complaint represents an opportunity for improvement to better serve consumers
Date of Complaint: December 17, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AL
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Deposits and withdrawals
Full Complaint:
XXXX XXXX sent {00.00} from XXXX XXXX for or through XXXX XXXX. XXXX XXXX had me send money to him through other people and now the have stole {00.00} from my personal bank account.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 16, 2021
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: 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:
I paid the account for this XXXX credit card in full on XX/XX/XXXX. The XXXX statement showed a balance of {00.00} with a minimum payment of {.00} by XX/XX/XXXX. I paid {00.00} on XX/XX/XXXX and {.00} on XX/XX/XXXX as shown on the statement. I never received any notification that there was a pending amount for any interest. Why are they charging any interest if there were no transactions? There were no minimum payments due on the following statements until XXXX of which I was never notified. I spoke to XXXX in customer service who indicated the alerts were turned off on the account and that no one had tried to contact me. I did not receive any e-mails or statements to indicate I owed anything until a letter on XX/XX/XXXX which stated I owed {.00} ( I dont know what for ) but I immediately called USAA and paid and was assured the balance was zero. I check again on XX/XX/XXXX and it shows that I owe a balance of XXXX cents for who knows what since the account was paid-off and which I can not pay on-line. I again call and spoke to customer service and the charge was removed. However, USAA has reported me to all three credit bureaus as being late. I was a faithful customer and never paid late. It was their fault for not sending me any notification and truthfully, what are they charging me if I paid the account in full, this is a scam against veterans trying to collect interest. I was trying to refinance my home and get a VA loan, but because of this account was denied as my credit score has dropped dramatically. I work very hard to ensure my credit rating is excellent. I pay all my credit cards on time which you can check, and I have never paid this card late. I want my consumer report fixed as this was not my fault but the negligence of USSA for not alerting the customer of these bogus interest fee charges.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 17, 2021
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: Fees or interest
Sub-Issue: Problem with fees
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: December 16, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA
Product: Debt collection
Sub-Product: Credit card debt
Issue: Threatened to contact someone or share information improperly
Sub-Issue: Contacted you after you asked them to stop
Full Complaint:
I spoke directly to XXXX over the phone a couple of times, once to say there was no way I could pay them because Im on a fixed income from the government ( SSI benefits ) and theyd alloyed my money and where most of it goes ( rent and groceries mainly ) I have specific amounts I have to pay out or I could lose my benefits! I explained this to them and asked them to STOP CALLING ME PERIOD, they assured me they would. But I keep getting letters with threatening language in them and harassing phone calls- Ive even had to go as far as changing my phone number! They are scary and disrespectful and disruptive not professional at all. I also never received written notification of the debt or how to dispute this debt, I didnt know that was something theyre supposed to do until I went to make this complaint!!! I have rights that protect me from this kind of abuse I think please help me! I cant eat or barely sleep with worry that theyre coming for me. I just want the harassment to end! Thank you so much for this opportunity to be heard.
XXXX
Response Type: Closed with non-monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 16, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NC
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
Full Complaint:
I scheduled to USAA for an additional principal payment to be made on my mortgage on XX/XX/XXXX. On XX/XX/XXXX, they incorrectly applied a part of these funds to interest instead of the full amount to my mortgage ‘s principal, which has also happened numerous times in the past. In XX/XX/XXXX, I filed both a CFPB and XXXX complaint on this same issue and was told ” XXXX recently implemented a process that would have automatically addressed the payment issue you identified in XX/XX/XXXX. ” However, this process either was not followed or did not work on the payment I made on XX/XX/XXXX. When I called an agent to have the payments to be correctly applied, she failed to do so. I had to call a XXXX time where the new agent told me the 1st agent never took action to correct the payments. I’ve also requested to speak with upper levels of management to understand why this keeps happening as XXXX/USAA are incapable of appropriately servicing the mortgage, but have not heard back from anyone in either company.
Response Type: Closed with explanation
Public Response:
Company believes complaint represents an opportunity for improvement to better serve consumers
Date of Complaint: December 18, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NY
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Problem accessing account
Full Complaint:
USAA has an online survey in their app. It asks for my net worth and income, and then asks a series of questions about how likely I am to use the money service XXXX. Bank members have XXXX chances to fill out the survey and if you dont they cut off access to your account in the app. I have now lost access to my account. I do not believe I should be required to answer marketing questions about a third party company in order to access my bank account. I have spent XXXX hours on the phone with USAA. One USAA XXXX told me the survey was required by XXXX as part of the Patriot Act, Bankruptcy Act, and Secrecy Act.
Does the federal government really require me to tell my bank how likely I am to use XXXX or else they cut off access to my online account?
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.