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: September 2, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Mortgage
Sub-Product: Home equity loan or line of credit (HELOC)
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: September 1, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NV
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: September 2, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AL
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: September 1, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NY
Product: Checking or savings account
Sub-Product: Savings account
Issue: Closing an account
Sub-Issue: Company closed your account
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: September 1, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Funds not handled or disbursed as instructed
Full Complaint:
Account was closed but I was not sent money that I had left in account
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: September 2, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Deposits and withdrawals
Full Complaint:
XX/XX/2021 : Used USAA Mobile APP to deposit two XXXX XXXX XXXX XXXX in the amts of XXXX and XXXX. Noted that {0.00} would be held from the 2nd deposit.
Contacted the bank to request funds be released ( need to pay the rent! ). Was informed that the image of the check for {0.00} was not yet available. Supervisor I spoke with stated that he would be happy to release the funds under the circumstances but without visual verify of face of check there was nothing to be done. Instructed me to return call the next day.
XX/XX/2021 : Contacted USAA. Spoke with member of Executive Resolution team who stated that since I had had an NSF within 90 days that they would not release the funds.
Note that USAA had most recently NSF ‘d an {.00} pmt to XXXX XXXX ( USAA is my current Insurance carrier ) when the account had $ XXXX. It is a curious coincidence.
In truth, owing to unemployment during COVID era I had had some difficulty making ends meet. However, I have been working and depositing XXXX $ XXXX weekly for about 8 weeks. I have had a couple of NFSs ( valid ) while I am paying out large sums to bring other accounts to current and adjusting to the new pay schedule.
I learned from one of the USAA reps that Digital Deposits are not covered by Expedited Funds Act nor the XXXX XXXX ‘ act. Result is that it seems that it is a gray area and USAA makes its own policy.
USAA has a single branch in XXXX XXXX, TX.
USAA does not have/offer walk-in service agreements with any other banks.
The only way to deposit funds is either payroll deposit or through their digital deposit phone app.
The above facts put EVERY depositor in a situation whereby USAA can, and does, act only on policy and holds deposits for longest period of time permitted by law. In my case, I was informed that my funds would be released at XXXX XXXX on XX/XX/XXXX – XXXX business days later. This hold is placed on an instrument that must be paid for in CASH. A XXXX XXXX MO is no different than a certified bank check — excepting the requirement of membership at that institution and the cost where applicable.
The practice of only offering digital deposits and holding nation brand Money Orders for 5 bank days serves only to provide revenue to USAA. It is an unfair practice and skirts the intent of recent banking laws by hiding in the text they were written in.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: September 1, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA
Product: Payday loan, title loan, or personal loan
Sub-Product: Personal line of credit
Issue: Problem when making payments
Full Complaint:
I have a personal loan with USAA. The pandemic hit and they offered to stop the payments for 3 months I agreed. I made the first payment in beginning of XXXX and stopped for the 3 months and began repaying again in XX/XX/XXXX. I originally paid the loan in full for the first payment but decided I would pay the loan twice a month instead of in lump sum. I would break the payment into two and make the payments on time and everything seemed fine. One day months later I was looking at my banking accounts noticed the balance jumped in front of my eyes. I thought it was strange so I told my husband about what I had seen. A few days later I noticed the same thing happened again. My husband had asked if had taken a screenshot and I didn’t so this time around I thought about it but decided not to again. It happened a third time and this time I was determined to start taking the screenshot. In XXXX of XXXX I went to make a normal partial payment and notice the entire set up of the loan was different. I made the payment and contacted the bank to ask about the changes I was seeing and they told me this was normal. I began to take record of what was happening to me. I still can not find the first payment on the loan as it is as if it was never paid. Its nowhere in the payment history and their explanation is that they loan was paused for 3 months.
The bank was now collecting interest twice while adding it back to my principal balance daily. So currently my PRINCIPAL balance increases daily and even if I make a payment to change my principal balance the interest is being added back to the principal balance daily. I do not understand how I can be paying the same amount in interest as when the loan began and the principal balance is less. Please audit my account.
This bank is taking advantage of me and maybe others.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: September 3, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
Product: Money transfer, virtual currency, or money service
Sub-Product: Virtual currency
Issue: Fraud or scam
Full Complaint:
I was contacted by a woman named XXXX XXXX from Arizona, we had been talking to each other for roughly a month and the topic of money came up. She had offered to send me {00.00} to help with costs of me moving into a new house. We had tried to do a money transfer through XXXX which I had used before but it didnt work. Then she had sent me an e check to be deposited online through my bank app on my phone. Once the check was deposited she had requested I sent her back {0.00}. I did so, but once I began to question why I had received several threatening messages. I had then been contacted by several emails, phone numbers, XXXX, XXXX, from all different names. I was receiving terrible threats and this is when I had blocked all contacts linked to her and made my initial report for fraud. I then contacted my bank a few days later when I noticed my account had been overdrawn {00.00}. The bank stated there was nothing they could do to help me regain the funds I had lost.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: September 1, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: SC
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
Full Complaint:
In XX/XX/2017, we requested the servicer to remove PMI because the property had significantly increased in value. They stated an appraisal was necessary to verify. Even though the appraisal stated ” no functional inadequacies were evident ”, and this home is in a significant growth market, the appraisal had erroneous information that made it apparent to us the appraiser the bank hired is not familiar with the market.
We disputed it with the servicer, and submitted a second appraisal that was done by someone familiar with the area. Rather than the servicer reviewing it themselves and discussing, they sent the second appraisal package to the first appraiser for opinion. Naturally, he stated the second appraisal was wrong. The servicer failed to continue to communicate, but did bill us for the appraisal.
Recently we decided to pay enough of the principal to be below 78 % LTV ; however, the servicer misprocessed this payment, even though we ordered the servicer to make the extra payment as principal. This has not been fixed yet, and the servicer has stated even when the principal is below 78 % they will still not want to remove the PMI without yet another appraisal of their choosing.
The loan is current, with zero delinquencies. We need this escalated beyond the offshore call centers that are handling this thus far.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: September 2, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
Product: Checking or savings account
Sub-Product: Checking account
Issue: Closing an account
Sub-Issue: Company closed your account
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.