Compiled from Public Data by FairShake
The US government’s Consumer Financial Protection Bureau (CFPB) collects complaints against financial companies.
In 2015, the CFPB received 717 complaints against USAA. USAA ranked Number 35 among all financial companies for the most complaints.
Date of Complaint: November 12, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MD
Product: Bank account or service
Sub-Product: Checking account
Issue: Account opening, closing, or management
Full Complaint:
I have XXXX daughters that have checking accounts with my same bank. I opened up these accounts for them, so my wife and I were on their accounts. Back in XXXX 2015, my XXXX daughter put her account into the negative. The bank informed me that I was also liable for the negative balance. I thought that when my daughter turned XXXX, we would be taken off from the account as primaries. Considering the circumstances, I paid the negative balance and removed myself and my wife off of the account. Also, just in case I removed us from my XXXX daughter ‘s account. Now, we go to XXXX XXXX and I find out my XXXX went into the negative. The bank called me to inform me and apparently my wife and I never were removed from either XXXX of the XXXX daugther ‘s accounts. So, I have talked to XXXX different people from XXXX different departments and they all say there is no proof that I wanted to remove us from the accounts. So, I am liable to pay the negative balance once again.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: November 10, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA
Product: Debt collection
Sub-Product: Credit card
Issue: Cont’d attempts collect debt not owed
Sub-Issue: Debt is not mine
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: November 12, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: ME
Product: Credit card
Issue: Identity theft / Fraud / Embezzlement
Response Type: Closed with monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: November 14, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NH
Product: Debt collection
Sub-Product: Credit card
Issue: Communication tactics
Sub-Issue: Frequent or repeated calls
Full Complaint:
This number is from USAA. They call me between 3 to 5 times each day and i have recieved around 200 calls from them in the last 2 and a half months. I get calls from them first thing in the morning and get calls throughout the day all the way up to about XXXX. I have told them to stop calling me numerous times but they keep at it. Its rediculous how many calls i get from them just in one day. They need to stop.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: November 10, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: WA
Product: Mortgage
Sub-Product: Home equity loan or line of credit
Issue: Loan servicing, payments, escrow account
Full Complaint:
USAA Federal Savings Bank fails to mail home equity loan bills in a timely manner, leaving customers with insufficient time to make payment. As printed, the bills provide 25 days before they are past due but the company consistently waits 6 days before postmarking the bills so consumers have just 25 days – 6 days delay – 3 days mailing time 16 days from receipt of bill to have payment processed by USAA. Then the company shortens the time even farther, because unlike the rest of the USAA organization, USAA Federal Savings Bank refuses to join the online bill pay systems that most customers use today, so any customer who pays via mobile or online banking faces an additional 8 day wait for payments to clear ( instead of the 1 day wait customers expect ), leaving consumers with just 8 days to pay their bill ( or 13 days for consumers who physically mail checks ). I have spoken with multiple representatives of the company about this issue without success and am filing this complaint because those representatives have made it clear they have no internal complaints handling process through which customers can pursue resolution to problems like this without going through external channels like the Consumer Financial Protection Bureau.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: November 14, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: PA
Product: Bank account or service
Sub-Product: Checking account
Issue: Deposits and withdrawals
Full Complaint:
I will begin with the fact that USAA is well known for manipulating their customers accounts. If you make a deposit or withdrawal they will move the dates in order for them to collect more fees. I actually have proof of this happening in my account. The most recent occurrence of my account being manipulated was on XXXX/XXXX/2015. I made an immediate withdrawal of {00.00} from a local branch which USAA partners with to obtain a cashier ‘s check in the entire amount withdrawn, similar to an ATM withdrawal but due to the amount it needs to be completed this way per USAA. However, my USAA account statement shows the withdrawal was made on XXXX/XXXX/2015 which is a significant deficit of days and cashiers checks are immediate. I kept all receipts of withdrawals to prove this. I also paid a bill which cleared after a deposit I made in the morning of the XXXX XXXX only to have it magically appear before the deposit, even though it was n’t made until after the deposit was made. My next instance happened on XXXX/XXXX/2015 when I deposited via my phone a US Postal money order in the amount of {0.00} in the morning at approximately XXXX XXXX it was later that day after my deposit which is immediate when made from the mobile device that one of my auto drafts for billing cleared. Once again my account was manipulated and my deposit was moved to after the ACH draft attempted to clear as to make it appear that no funds were available at that time so USAA in turn could charge me an overdraft fee. Then when my check which was written out to my housekeeper in the amount of {.00} cleared they once again manipulated my account and charged me not once but twice overdraft fees when you can clearly see on my account statement there were funds available and the check itself did clear the first time. When I spoke with a customer service rep, they told me they could not fix it because it was their computer who processes and they can only see the process. Now, if it is my money and I can see that enough is there to clear any debits or checks they can not do things behind the scenes in order to make more money. I am in the process of changing banks and I want the FTC to look into USAA and their practices as I am not the only service member who has experienced this. I want those fee ‘s refunded as there was money in my account and I also want their ” system ” to reflect actual dates and times of transactions accurately. Again I have proof of all that I have alleged and would be more than happy to hand it over to anyone who wishes to see it. I want to ensure this stops happening to those of us that serve. Thank you
Complaint Tags: Servicemember
Response Type: Closed with monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: November 12, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NC
Product: Bank account or service
Sub-Product: Checking account
Issue: Deposits and withdrawals
Full Complaint:
On XXXX I called USAA Savings BankWhere I have a checking account to inquire about my account and why it was overdrawn. With no help or resolution on XXXX diffrent times I asked to speak with a supervisor finally I did. He was rude and I had to ask what his position with the bank because when the call was transfered. He just said hello how can I help you. I asked could he help gi over my transactions. He said you should know didnt you swipe your debit card. I told him was XXXX the mosr unprofessional people I had ever spoke with. He kept mocking me and would say he doesnt understand my question and he doesnt know how to help. I ended the call. About XXXX hrs later I went to go login to my account I was locked out so I called the number it instructed me to.
The representive asked did I forget my pin zi said no. So she reset it. Then I asked who locked me out of my account online she said she didnt know and she would transfer me to the main customer service line. I did speak with a knowledgeable rep we went over all my transactions and posting dates. Just like a senior rep was aware I get paid weekly. I was informed my account had been reviewed for fraud but then it was competed. And she said someone put my account in a credit only ststus. She said when I get paid it should clear. She said my account was fine. On XXXX I logged into my account to see a pending/hold on my current balance. So I called in and was told my account is going to be closed and no explanation to why. So I explained to the rep I get paid every week. She said well I will get a check in 10 dsys when my deposit comes in. I explained to her I have XXXX small children. I hadnt done anything wrong is to why I cant access my money when I get paid. I asked to speak to a Supervisor he was polite but still of no help. He said my account was under review and until it is complete I have to wait. I asked why I never had any disputes or reported fraud. I get a simple pay direct deposited in my account each week.
Its now Thursday and Im not allowed to simply withdraw XXXX the deposit amount was XXXX but USAA took the XXXX but still refuses to give me my money.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: November 14, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MD
Product: Bank account or service
Sub-Product: Checking account
Issue: Deposits and withdrawals
Response Type: Closed with monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: November 12, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Bank account or service
Sub-Product: Checking account
Issue: Account opening, closing, or management
Complaint Tags: Older American
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: November 13, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AZ
Product: Bank account or service
Sub-Product: Other bank product/service
Issue: Making/receiving payments, sending money
Full Complaint:
I am a USAA debit card customer. Recently, my debit account number was hacked, so the bank replaced my card with a new card. In the meantime, XXXX payees reported that they had not received their monthly payment. Payee A contacted me by email and I resolved the problem by giving them the new card number. Payee B contacted me by email and then sent an email saying that they had resolved the problem by charging my new debit card. I never gave anyone at Payee B or USAA permission to debit my new debit card account.
USSA has reversed my charges and given me a new debit card. But there is no explanation for why the bank or the XXXX network allowed payee B to be payed with my new card. Finding out what I know has wasted hours of my time. It ‘s worse than dealing with a car dealer!!
This is a form of customer harassment. Why do banks get away with this?
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.