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 18, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Mortgage
Sub-Product: VA mortgage
Issue: Struggling to pay mortgage
Full Complaint:
In the first week of XXXX, I spoke with my lender ( XXXX XXXX XXXX which is the mortgages arm of the USAA ), asking for a forbearance on my VA loan. They said okay, and gave me 3 options of repayment after the forbearance ( which would last 3 months ). The first option was to pay a lump sum, the 2nd option was to get a loan modification, and the third option was to push back the forbeared months to the end of the loan term. I told them I wanted the third option no matter what and they told me I could do it at the end of the third month and that they would let me know in the third month.
The third month has passed and I went to check the website to pay the next month mortgage payment and noticed that my mortgage had been adjusted. Today, ( XX/XX/XXXX ), I called the my lender and asked why this had happened and they told me it was a loan modification that I had not consented to. I told them this is not what I wanted, in the very beginning I said I wanted the third option and they told me that this loan modification was all I had been offered. I asked them to give me the third option and they denied me that option. The reason they gave was because the VA doesn’t give that option so I didn’t qualify for that option. I asked them if they asked the VA or had proof or documentation that I did not qualify and they could not answer me.
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 18, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CO
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:
On XX/XX/2021 I placed an order at a restaurant called XXXXXXXX XXXX XXXXXXXX XXXX, as directed I went to the restaurant to pick up my order and the worker told me they had no record of my order and had no food for me. I showed the restaurant worker the pre charge on my phone that o a pending charge of {.00}. The worker then proceeded to berate me saying there was no order. I then advised the worker that is alright I will go to another restaurant, to cancel my order. I then left and picked up dinner at another restaurant ( left without any food because there was none and I was being treated with disrespect ).
XXXX XXXX still charged me the {.00} and I then disputed the charge with USAA banking credit card services explaining in detail what had happened.
I then received a letter from USAA stating they needed more information, I call them immediately, spoke to a representative and further explained that I did not receive, nor did the restaurant have any food for me. The USAA representative I spoke to said they would get the information to the dispute department and said the dispute would be approved.
On XX/XX/XXXX I received a letter from USAA stating that my dispute was not approved.
It is unethical for the restaurant and USAA to treat this matter in this manner and I hope that you can assist me in resolving this matter.
The USAA dispute number is XXXX.
Please let me know if you need anything else – 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: March 18, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-Issue: Problem with fees
Full Complaint:
This bank USAA has continued to charge me late fees. Each month, I have made my payments using my bill pay for my bank XXXX XXXX XXXX. Every month, USAA sent my payment back and not once tried to get a hold of me to make me aware that the full account number needed to be on the front of the check that is sent in. I have called USAA several times letting them know that this was an issue that my bank kept sending payments in on my behalf and none of the checks were being cashed by USAA making me accrue a late payment. Why would the representatives not know that the full account number is not disclosed on the statement, but USAA expects me to guess this information and know that it should be on the cashers check before my bank sent the payment in. USAA ‘s reps didn’t know, so how would me or my bank know that this was an issue? USAA allowed this to go on since XX/XX/XXXX, which is almost 1 year of sending back my payment for my credit card. They should not have been charging me any late fee when my bank issued a check. Why didn’t anyone know that this was going on almost every month for almost 1 year?? This is a banking issue, not an issue where I had any control. I made my payment on time each month in good faith. Why would this type of thing even be going on with a Federal Banking institute? Today ( XX/XX/XXXX I received a call from XXXX XXXX XXXX ( Advocacy Advisor I ) ( XXXX ) XXXX ( Mobile ( XXXX ) XXXX, shortcut # XXXX, spoke to her by phone for 1 hour, told her about me being charged all those late fees and explained to her that I expect USAA to refund all those charges and that this issue was through no fault of mine. I have a printout of all the checks that my bank ( XXXX XXXX XXXX ) made out and sent to USAA to only have those payments be returned back to the bank and I bee charged a late fee. This is not right and I expect USAA to refund any additional late fees they they charged me XX/XX/XXXX – {.00}, XX/XX/XXXX – {.00}, XX/XX/XXXX for {.00}.
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 18, 2021
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
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: March 17, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MA
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Closing your account
Sub-Issue: Can’t close your account
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: March 18, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: PA
Product: Checking or savings account
Sub-Product: CD (Certificate of Deposit)
Issue: Managing an account
Sub-Issue: Deposits or withdrawals
Full Complaint:
I was falsely reported dead to USAA. The person who reported me dead withdrew the money from my CD and closed the account. I reported this to the fraud department of USAA and they said there was no fraud. There wasnt anything they could do. I reported it to the police department. The investigating detective said he found several felony charges. USAA allowed this crime to occur and did nothing about it.
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 18, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MN
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Credit monitoring or identity theft protection services
Sub-Issue: Billing dispute for services
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: March 18, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MD
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: March 18, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MD
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 18, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Mortgage
Sub-Product: VA mortgage
Issue: Struggling to pay mortgage
Full Complaint:
USAA and XXXX XXXX were reluctant ( decline ) to give me the third option of getting out from my forbearance.
These are the option : 1. ) lump sum payment.
2. ) re-payment plan ( modification/re-finance ).
3. ) to put due amount ( 3 month of forbearance ) to the very end of the loan.
My loan is a VA type of loan in the first place.
USAA/XXXX XXXX denied me of the third option which I’m specifically ask/requested before the forbearance started in XXXX.
I’m willing to get back to normalcy of payment but they’re forcing me to take the second option which I didn’t approved. I ask for the third option in the first place from the very beginning of forbearance.
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.