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: March 4, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NM
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: Investigation took more than 30 days
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: March 4, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: KS
Product: Mortgage
Sub-Product: VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage
Full Complaint:
I am attempting to obtain a new VA mortgage, while selling and closing on my current home. My current mortgage received Cares Act forbearance, and USAA refused to underwrite the mortgage because my loan had been in Covid forbearance under the Cares Act.
The fact that I used it was used as a ” discretionary ” underwriting determination to deny me a new mortgage, even if the current mortgage was made 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: March 4, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
Product: Debt collection
Sub-Product: Credit card debt
Issue: Attempts to collect debt not owed
Sub-Issue: Debt was paid
Full Complaint:
I am a Federally Protected Consumer. The Fair Debt Collection Practice Act is intended to secure my right to privacy and is intended to protect consumers against abusive, and deceptive debt collection practices, and I have been abused and deceived by USAA. USAA has knowingly and willfully violated the Truth in Lending Act. Truth and Leading TILA The Truth in Lending Act ( TILA ) was enacted by Congress to promote the informed use of consumer credit and I have been uninformed so be it. I have previously sent a Debt Validation Letter and ( 2 ) Affidavits of Truth to USAA as they have violated me as a Federally Protected Consumer. Most recently, I have mailed them a Notice of Default and Opportunity to Cure. Within that document, it outlines their violations towards me and a way to rectify the matter. Please see the attached
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: March 4, 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: Trouble using your card
Sub-Issue: Credit card company won’t increase or decrease your credit limit
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: March 3, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AZ
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
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: March 3, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Deposits and withdrawals
Full Complaint:
I am an USAA member since XXXX, and today ( XX/XX/XXXX ) I made a transfer from my XXXX XXXX XXXX XXXX to one of my checking accounts with USAA in the amount of {.00} to pay for an XXXX subscription. I made the transfer through my USAA app and did not see any indication that my small transfer would be on an extended hold to become available, or else, I would not transfer any funds to that account. After I finished my transfer and logged on to XXXX, I noticed that my {.00} subscription payment was not processing, and when I searched the reason for that, I saw that my USAA account had a 7-day hold for my transfer in the amount of {.00}. I contacted USAA and asked why there was a 7-day hold on such a small amount, and the representative ( XXXX ) told me that USAA is committed to create strong relationships with members, and since I had a {.00} NSF fee on the past 90-days, from now on my transfers would be subject to holds. I asked XXXX how could USAA would be creating stronger relationships with members by creating hardships and I felt that actions like those do not create stronger relationships. I then asked XXXX to connect me to a supervisor, he put me on hold for about ten seconds and returned back to the line offering to get me a call back from a supervisor and did not make any effort to transfer me to a supervisor. I feel that USAA is creating more inconvenience for members during times of a global pandemic and members like myself are being punished and discriminated over small problems like the {.00} NSF fee. I don’t believe I would cause a loss to USAA over {.00}.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: March 5, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AZ
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
Full Complaint:
I am filing this complaint because USAA closed my credit card account, which I’ve had since 2012. We have been very loyal customers to USAA. We paid off nearly 8-10 credit cards and loans with them over the lifetime of our accounts.
During the pandemic, we fell behind and reached out to USAA several times to inform them our account was past due, but we assured them we would get all payments handled, as we always did. We also informed them we were in the process of catching up due to myself being an essential worker and having to take many quarantine leaves from exposure to XXXX, which impacted my pay. After each quarantine period, when I would get back to working, I always made USAA aware of our status- and each time they assured us they would work with us ( and we thought they meant it ).
To say the least, even during the pandemic, we still successfully paid off a credit card and THREE auto loans with USAA.
As of this month, we finally made it to a good place financially post-pandemic lockdown and business picked back up for my company. So I immediately went online and paid my USAA account. Today, I learned they have discriminated against and punished people who fell on hard times during the pandemic by closing their credit lines without personally reaching out to them and getting to know their situation during this pandemic. I reached out to a representative after making a {0.00} payment to my credit to find out my credit line was closed without ever being notified. USAA claimed they sent a letter out to us back in XXXX, but we never received it. We also NEVER received a phone call regarding this. If USAA had reached out to us and said we were at risk for our credit line being closed, we would have put all of our money towards it to keep it open … instead they lied and said they would work with us during this pandemic.
We have been very loyal USAA customers, but after this experience, this does not sit well with me, nor my wife. No one should be discriminated against during this pandemic in which they had no control over.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: March 3, 2021
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
Full Complaint:
USAA mobile deposit auto corrected a check deposit to the wrong amount and refused to correct the transaction. The representatives lied to me about how this occurred and blamed it on irreversible issues with their computer systems.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: March 3, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA
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: March 3, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: WY
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-Issue: Other problem
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.