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: July 26, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: OR
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-Product: Credit reporting
Issue: Incorrect information on your report
Sub-Issue: Account information incorrect
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: July 25, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: KY
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Deposits and withdrawals
Full Complaint:
USAA Bank has notified members they will be ‘retiring ‘ their remote deposit service known as Deposit @ home that allows members to scan a check and submit it for deposit via a computer. They now say we must use a mobile phone or USPS mail neither of which is as secure as the current method. They also say we can use an ATM, but there are few that accept deposits and those are not convenient.
The Deposit @ Home program must NOT be dropped.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: July 26, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-Issue: Charged too much interest
Full Complaint:
I would like to formally dispute the interest rate I am being charged on USAA credit card. I formally mailed the complaint 8 weeks ago and have called several times, getting bounced between credit card servicing and application. Noone can give me straight answers on why this has happened. They only tell me I need to keep requesting new cards to see what my new interest rate would be.
My husband and I have the same credit history & address for the last 10 years. We recently applied for an investment mortgage and USAA sent our credit scores. My credit score is higher than his and has been at least that or equal to his throughout our marriage ; however, his USAA credit card ( same product as mine ) is HALF of what mine is.
We both have and called in to customer service agents and have gotten all kinds of reasons why they are materially different. However, given the facts, I can only surmise that it is because I am female- which is tantamount to discrimination.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: July 26, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA
Product: Vehicle loan or lease
Sub-Product: Loan
Issue: Getting a loan or lease
Sub-Issue: Fraudulent loan
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: July 25, 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: Funds not handled or disbursed as instructed
Full Complaint:
Mr XXXX XXXX of XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX removed {0.00} and {000.00} from my checking account. I gave them the wrong number. They would not let me change the number. I thought they would reimburse me {000.00} in a couple days. They said I owed them {0.00} for some product. My money did not come back in a week. I did not give them my bank account number. They already knew it. I reported it to my bank. This transaction occurred on XX/XX/2020. The bank said it could be available on XX/XX/2020 or sooner. I spoke to my bank about the transaction. I changed my password. I was referred to you.
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: July 27, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
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
Full Complaint:
USAA is stealing my unemployment benefits and also one paycheck. The amount is a {00.00} unemployment benefit Payment from XX/XX/XXXX and a {0.00} paycheck from XX/XX/XXXX! I did not authorize these payments to go into that account because they told me they were closing the account so I asked XXXX to mail me a check and under no circumstance send it to the USAA account. I was assured that they would not put it into that account but it still went in! Also the payroll company ( ADP ) that sent the {0.00} I also switched my payment info For that as well but it still went to the frozen account! The bank supposedly found fraudulent activity in my account and even though they can prove that I had nothing to do with it by several means ( geolocation data, device addresses, atm cameras, checks not in my signature or handwriting, etc. ) they closed my access to the accounts, yet still accepted my benefit payment and paycheck! Even though I cant access or remove money from my account they still took my money into the account and are closing the account with my money still in there. I want my unemployment benefits and my paycheck, payments that I worked hard for and they are refusing to release the funds to me.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: July 23, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: DC
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-Issue: Problem during payment process
Full Complaint:
I have been a USAA customer for over 30 years and in the last several months I have made several large payments to my credit card. XXXX for XXXX in XX/XX/2021 and one this week XXXX XX/XX/XXXX ) for XXXX.
USAA has gotten into this habit of not applying the payment for seven days. I called USAA and they tell me that this is related to DTCC and ACH clearing. Which is nonsense as the ACH clearing takes 2-3 business days.
My concern is that USAA has this money and they are not applying this to the available credit but they are likely using the money in the banking apparatus and leveraging for loans and other financial products.
When I spoke with USAA they refused for over 30 minutes to transfer me to supervisor and once I did, they didnt seem to care. The supervisor told me that, no one in the bank can make this faster.
It seems like this is local policy and that numerous customers are experiencing the same issue. This is based upon a number of internet services and the exact same issue is being described.
XXXX XXXX
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: July 26, 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: Account status incorrect
Full Complaint:
XXXX XXXX XXXX USAA Member No. : XXXX Car Note Loan No. : XXXX In XX/XX/2021, I filed a formal dispute with USAA Federal Savings Bank regarding the reporting to the credit reporting agencies of my car payments as being ” 30-days late ” every month from XX/XX/2021 when they were being paid as agreed.
As a result, an agreement was reached on XX/XX/XXXX, copy attached, with the relevant portion, ” We are writing to inform you that the delinquency in dispute has been removed from the account history. These agencies normally update credit information within 45 days. ” Even so, as of today ‘s date, USAA is still continuing to report my car payments as being ” 30-days late ” in violation of the agreement and the FD CPA 807 ( 2 ) ( A ) in that it is falsely reporting ” the character, amount or legal status of any debt. ”
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: July 26, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: WI
Product: Vehicle loan or lease
Sub-Product: Loan
Issue: Managing the loan or lease
Sub-Issue: Billing problem
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: July 26, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NC
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
Full Complaint:
So basically I went into Forbearance mid XX/XX/XXXXdue to some issues my business encountered. I called in to XXXX ( representing USAA bank ) in XXXX investigating the process to migrate to a deferall. The guy on call sorta jumped the gun and submitted me for the deferral before end of call once realized what he had done I freaked out and he cancelled it and was supposed to have a manager call me. I forget exactly the sequence after then if the deferall was properly cancelled or I was recorded as late cause didn’t comply with, the logic was why come out till firmer on financial footing and was allowed 12 months. Anyway, In say XXXX or so I called raising XXXX and got to speak to manager or supervisor that seemed like they have it under wraps and would be able to pursue the deferral. I then actually even did another loan after that and during that process ( XXXX ) called in to discuss and came up again and was under impressions would be able to do deferral and to just start making payments in XXXX. I did this. My payment was rejected by XXXX and returned. I then received a note I had been approved for a mortgage modification. I only wanted the deferral. i don’t want my credit damaged and my understanding was that during the Covid Forbearance there was not interest acruing on the missed payments. I basically want to do the deferral to protect my credit and think I should not pay extra interest penalties/ due to modication, but they actually increased my principal balance like XXXX. I have called into XX/XX/XXXXand had 3 requests for manager to call me back but have gotten none. One from XXXX and two recently. I fell like this is just going to go into foreclosure before they ever respond. I am told I must accept the modification or go into foreclosure, but all I ever wanted was the deferral at end of my forbearance and they fumbled this so many times and have folks on the phone who can’t cover the details of these programs in details which makes it more tricky and confusing. I am sitting on the phone with XX/XX/XXXXnow again for the 4th time in weeks. Please help. — I have been waiting over 30 minutes so the XX/XX/XXXXagent just came back had to disconnect ( extension XXXX / XXXX ). this was my 4th attempt to escalate now and look at the results.
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.