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: May 23, 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: Other features, terms, or problems
Sub-Issue: Other problem
Response Type: Closed with monetary relief
Public Response:
Company believes complaint represents an opportunity for improvement to better serve consumers
Date of Complaint: May 23, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: PA
Product: Mortgage
Sub-Product: VA mortgage
Issue: Trouble during payment process
Full Complaint:
I refinanced my mortgage through USAA, during the process of applying the person I delt with was XXXX XXXX XXXX, NMLS ID XXXX, Loan Officer, Real Estate Originations ( Real Estate, USAA XXXX XXXX XXXX XXXX, XXXX, FL XXXX Phone : XXXX Fax : XXXX ) She stated that she would be my Loan Officer for the entirety of the mortgage, and that if I had any questions, even after closing I could contact her directly.
Shortly after the refinance closed I started getting letter stating that I would have to direct all questions to their ” Subservicer. ” At no time was I ever told that I would have to deal with a 3rd party, nor did I at any time agree to this. I have attempted to contact USAA about this but the only answer I get is that there’s nothing can be done.
If I knew USAA would force me to deal with a 3rd party I would cancelled the refinance and never signed off on the paperwork.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Date of Complaint: May 25, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Checking or savings account
Sub-Product: Checking account
Issue: Closing an account
Sub-Issue: Funds not received from closed account
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: May 23, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NJ
Product: Money transfer, virtual currency, or money service
Sub-Product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: May 24, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MD
Product: Mortgage
Sub-Product: Home equity loan or line of credit (HELOC)
Issue: Struggling to pay mortgage
Full Complaint:
I have been a customer with USAA since being activated after events ofXX/XX/2001. Since XXXX I have utilized many of USAAs products, such as car purchase, insurance, credit card products, and HELOC. I have never been late and all my accounts have been paid off and in excellent standing.
In XXXX of XXXX, I contacted USAA regarding ( 2 ) accounts ( HELOC and Credit Card ). I explained that I was experiencing a XX/XX/XXXX hardship and my return to work and medical leave time available was unknown. I requested a forbearance for both accounts. After many letters and phone calls, I was told that USAA was not offering any relief for members. Then in XXXX of XXXX I was told that the only option available to me in regards to the HELOC was a short sale or settlement.
I provided USAA all the documentation requested for a settlement so that I may just focus on my health and not collection calls. Today I was told that Settlement was declined due to equity in the property. I am so disappointed in USAAs decision practice of seemly asking a member to sell their home. I understand that foreclosure or bankruptcy proceedings are on hold, but why would USAA not provide its members other options.
I am requesting an appeal of USAAs decision to deny the settlement of the HELOC account and the removal of the late payments reported to the credit bureaus by USAA since I first notified of the medical issue.
I cant make the monthly HELOC payments and unsure of how long my XXXX will last, but I am willing to borrow from family and an active duty TSP account for the peace of mind of not having monthly collection calls from USAA. At this time in my life, I need to focus on my health and XX/XX/XXXX options.
I have been a very happy customer in the past. I joined USAA while on XXXX XXXX because USAA had a reputation of servicing the men/women of the Armed Forces. As a veteran, I hope to continue a long relationship with USAA. I respectfully ask for a re-consideration of the USAA HELOC settlement and the removal of the late payments reported to the credit bureaus by USAA since I first notified of the medical issue.
Sincerely, 20 year Customer of USAA
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: May 24, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NY
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: May 24, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NV
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-Product: Credit reporting
Issue: Incorrect information on your report
Sub-Issue: Account status incorrect
Full Complaint:
The nature of this complaint is towards ( i ) False Claims and False Credit Reports filed. ( Professional Negligence and Damages done to plaintiff ‘s personal credit ) USAA CREDIT CARD falsely reported negative items on all 3 of my credit reports. ( Total Fraud ) Slander I now can not get a home loan or car loan or credit due to USAA FALSE CLAIMS of delinquent credit in my name. ( I am a XXXX retired XXXX XXXX on a fixed income NOW LOSING MY HOME DUE TO POOR CREDIT ) XXXX of 2020 my credit was stolen and used in CA and NV without my consent or knowledge. I reported it stolen to USAA and they stated to me they would do an investigation and remove the fraud charges from my credit card. I filed a police report with XXXX XXXX XXXX and the FBI. USAA never informed me BUY MAIL OR EMAIL THEY ARE DENIED MY FRAUD CLAIM AND PUT MY ACCOUNT AS DELINQUENT ACCOUNT AND RUINED MY CREDIT. USAA NEVER DID AN INVESTIGATION OR LOOKED AT THE ATM CAMERAS. I am a XXXX XXXX XXXX with perfect credit all my life. I have sent request by mail proving I was not in the state when the fraud occurred on my credit card or am I the person on the ATM VIDEOS COMMITING THE CRIMES.
( I am suing USAA AND HAVE A COURT DATE ON XXXX XXXX in XXXX XXXX NV XXXX I will prove in court all my evidence of my innocence in front of a judge and to let the entire world know what USAA has done to me.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: May 24, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: IL
Product: Checking or savings account
Sub-Product: Other banking product or service
Issue: Problem with a lender or other company charging your account
Sub-Issue: Transaction was not authorized
Full Complaint:
I have Spent many hours on the phone with USAA trying to attain a digital XXXX or XXXX/XXXX version of my entire Account history or at least the last 7 years. I’m simply referred to an area that only shows the last 18 Months and or I’m required to print out statements or pay {.00} a page to have USAA send me each page of all of my statements. We are in 2021, I know this is possible as I used to be able to complete this on my own and at my own request on my USAA page. I can guarantee if it was the government requesting it, USAA would make this happen. I need this documentation as well as in a digital format that allows me to filter and search the product.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: May 25, 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
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: May 24, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AR
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Problem accessing account
Full Complaint:
I XXXX I discovered that my account was locked. I couldn’t log on to the online portal. When I called I was told there was potential fraudulent activity but no clear answer or direction as to what. They also stated that my checking and savings account would be frozen. They were unable to explain why. I’m not sure how they can lock everything with no notice even after attempting to communicate to the security team responsible for locking and unlocking accounts. They won’t allow me to talk to that team but instead to talk to customer service. They said it could take up to three business days ( this occurred on Friday ) and I was not offered how to access my funds through the weekend to live.
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.