USAA
Ranked #54 of 75 by complaint volume · 999 complaints · 97.8% timely response
Check your statement for the address for a mortgage-assistance application.
Every number above is copied from USAA's own site on the date shown. If one has changed, the number on your mortgage statement wins.
How USAA Compares
For USAA, "Trouble during payment process" accounts for 22.3% of CFPB mortgage complaints in this profile; volume rose 5% from 2024 to 2025, ranking it #54 of 75 mortgage servicers tracked here by CFPB complaint volume and in this tracked set's lower third; this profile has no linked CFPB enforcement action.
Compare the nearest profiles by complaint volume: KeyBank and 21st Mortgage.
What Borrowers Complain About
USAA borrowers' most common complaint category is "Trouble during payment process" at 22.3% of all complaints, followed by "Applying for a mortgage or refinancing an existing mortgage" at 16.5%. The three most cited specific problems are: "escrow, taxes, or insurance" (1.4%), "trying to communicate with the company to fix an issue while managing or servicing your loan" (1.2%), "application denials" (0.8%).
The third most common category is "Application, originator, mortgage broker" at 15.3%, representing 153 complaints.
Other frequently cited problems include "foreclosure" (0.7%) and "confusing or misleading advertising or marketing" (0.6%).
Complaint volume rose for 3 consecutive years (2022: 27, 2023: 30, 2024: 37, 2025: 39).
Most complaints involve VA mortgages (38%), followed by conventional mortgages (20.2%).
Complaint Volume Over Time
Annual Consumer Financial Protection Bureau complaint volume for USAA from 2012 to present.
Annual Complaints — USAA
Source: Consumer Financial Protection Bureau Consumer Complaint Database
Recent Monthly Trend
Monthly complaint volume over the last 24 months.
Monthly Complaints — USAA
Source: Consumer Financial Protection Bureau Consumer Complaint Database
Top Complaint Issues
| Issue | Count | Share |
|---|---|---|
| Trouble during payment process | 223 | 22.3% |
| Applying for a mortgage or refinancing an existing mortgage | 165 | 16.5% |
| Application, originator, mortgage broker | 153 | 15.3% |
| Loan servicing, payments, escrow account | 130 | 13% |
| Loan modification,collection,foreclosure | 96 | 9.6% |
| Closing on a mortgage | 74 | 7.4% |
| Struggling to pay mortgage | 57 | 5.7% |
| Credit decision / Underwriting | 47 | 4.7% |
| Settlement process and costs | 37 | 3.7% |
| Incorrect information on your report | 9 | 0.9% |
How USAA Responds
USAA closes 79.3% of complaints with an explanation — meaning they responded but did not necessarily fix the borrower's issue. The share of complaints closed with monetary relief was 9.6% to the borrower, which is notably above average. 8.1% received non-monetary relief such as account corrections or fee waivers.
| Response Type | Count | Share |
|---|---|---|
| Closed with explanation | 792 | 79.3% |
| Closed with monetary relief Monetary relief | 96 | 9.6% |
| Closed with non-monetary relief Non-monetary relief | 81 | 8.1% |
| Closed without relief | 21 | 2.1% |
| Closed | 3 | 0.3% |
| Closed with relief | 3 | 0.3% |
| Untimely response | 3 | 0.3% |
Top States by Complaint Volume
View all 51 locations
| State | Complaints |
|---|---|
| CA | 90 |
| TX | 90 |
| FL | 88 |
| GA | 63 |
| VA | 62 |
| NC | 46 |
| CO | 35 |
| AZ | 33 |
| OH | 32 |
| NY | 32 |
| WA | 31 |
| PA | 30 |
| MD | 28 |
| SC | 24 |
| NV | 21 |
| IL | 20 |
| OR | 18 |
| AL | 18 |
| MI | 18 |
| NJ | 14 |
| KY | 13 |
| CT | 12 |
| MA | 12 |
| MO | 12 |
| TN | 11 |
| MN | 11 |
| MS | 10 |
| AR | 8 |
| IN | 8 |
| WI | 8 |
| KS | 7 |
| HI | 7 |
| OK | 6 |
| UT | 6 |
| NE | 6 |
| ID | 5 |
| NM | 5 |
| ME | 5 |
| AK | 4 |
| LA | 3 |
| WV | 3 |
| NH | 3 |
| DE | 2 |
| WY | 2 |
| MT | 2 |
| DC | 2 |
| VT | 2 |
| SD | 2 |
| RI | 1 |
| IA | 1 |
| ND | 1 |
USAA's complaints concentrate in California (90), Texas (90), and Florida (88). These three states account for 27% of all complaints. If you're dealing with USAA, check your state's foreclosure laws — protections vary significantly. Law pages for its top complaint states: California, Texas and Florida.
Enforcement Record
We don't list a CFPB enforcement action against USAA. Our list is curated, so that isn't a finding that none exists; the CFPB's enforcement page is the full record. The database includes 999 complaints since 2012, one of the smaller complaint footprints among the top 75 servicers.
You can file a CFPB complaint about USAA, which responded to 97.8% of complaints within the required timeframe.
Legal History
We list no enforcement actions, Department of Justice settlements, state attorney general actions or class actions for USAA. That describes the cases we track, not a finding that none exist. Court dockets and your state attorney general's office are the places to check.
Search USAA Complaints
Browse the 500 most recent complaints filed against USAA. Filter by issue type, state, date range, or keyword. Try filtering by "Trouble during payment process" — it represents 22.3% of all complaints. Most complaints originate from California.
Know Your Rights with USAA
File a CFPB Complaint
If USAA is mishandling your mortgage, file a complaint with the CFPB. USAA currently responds to 97.8% of complaints on time, ranking #57 of 75 servicers.
Send a Qualified Written Request
A qualified written request asks about servicing your mortgage account. The federal servicing guide explains which requests are covered, where they go, and the response requirements and exceptions.
Get Free Housing Counseling
A HUD-approved housing counselor can review USAA's actions on your account, help you negotiate, and guide loss mitigation options — at no cost. If you're in California (their highest complaint state), find local help.
Find Legal Aid
If USAA is violating federal servicing rules, a legal aid attorney may represent you for free. A complaint record describes reported problems, rather than a finding about your account.
Letters about your mortgage account
A qualified written request asks about servicing your loan. A notice of error identifies a servicing error. Federal rules have different requirements and exceptions for these letters; the guide to your rights explains them.
Disclaimer: Complaint counts reflect consumer-reported issues submitted to the CFPB and do not indicate wrongdoing. This data is provided for informational purposes only and should not be construed as legal or financial advice. Complaint volume correlates with servicer size — larger servicers with more customers naturally receive more complaints.
Questions about USAA
How many complaints does USAA have?
USAA has 999 mortgage-related complaints in the CFPB database since 2012, ranking #54 out of the top 75 mortgage servicers by complaint volume. Their timely response rate is 97.8%, which is below the 98.8% average across the 75 largest servicers. Complaint volume was roughly stable between 2024 and 2025.
What is the most common complaint about USAA?
The most common complaint category is "Trouble during payment process" at 22.3% of all complaints — payment processing problems — misapplied payments, escrow calculation errors, and billing disputes. Borrowers report payments credited late or to the wrong account, escrow shortages they weren't notified about, and unexplained fee charges. The most frequently cited specific problem is "escrow, taxes, or insurance" (1.4% of complaints). The second most common category is "Applying for a mortgage or refinancing an existing mortgage" at 16.5%.
Has USAA faced any CFPB enforcement actions?
We don't list a CFPB enforcement action against USAA. Our list is curated, so that isn't a finding that none exists; the CFPB enforcement page is the full record. The database includes 999 complaints, ranking #54 by volume among the 75 largest servicers. You can file one at consumerfinance.gov/complaint; the CFPB sends it to the company, where the company can respond through the CFPB process.
How do I file a complaint against USAA?
File at consumerfinance.gov/complaint. Select "Mortgage" as the product type and name USAA as the company. Select "VA mortgage" as the sub-product — 38% of complaints against USAA fall in this category. Describe your issue in detail — include dates, account numbers, and any written correspondence. The CFPB forwards your complaint to USAA, where the company can respond through the CFPB process. You can also send a Qualified Written Request (QWR) under RESPA § 6 directly to the servicer, which has requirements and exceptions explained in the linked guide.
What does the timely response rate mean for USAA?
The 97.8% timely response rate means USAA responded to that share of complaints within the CFPB's applicable response window, ranking #57 of 75 servicers. The industry average is 98.8%. The share of complaints closed with monetary relief was 9.6% and 8.1% in non-monetary relief (such as account corrections or fee waivers). "Closed with explanation" — the most common outcome at 79.3% — means the servicer responded but did not necessarily resolve the borrower's issue.