May 2015 Complaints Against USAA

Compiled from Public Data by FairShake

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In 2015, the CFPB received 717 complaints against USAA. USAA ranked Number 35 among all financial companies for the most complaints.

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Complaint Details:

Date of Complaint: May 6, 2015


State: ID

Product: Bank account or service
Sub-Product: Savings account

Issue: Problems caused by my funds being low

Full Complaint:
I made some purchases using XXXX and still had some old account information listed for an account that I thought I had closed after my divorce since it still has my ex-husband ‘s name on it. There were many purchases made over a short period of time and as soon as I was notified of the problem, I updated my payment information on XXXX to remedy the problem. I did not realize that my USAA savings account ( which has had zero activity in over 18 months aside from a total of XXXX cents paid in interest which has kept the account from going dormant ) was even still open so did not worry until I received a notice from the bank that my account was overdrawn approximately {0.00}. I immediately called the bank to fix the problem and they nicely removed {0.00}, or XXXX, of the NSF fees I had been charged and the representative told me that was all she could remove in XXXX day and to call back tomorrow to see if I could continue to have more fees removed from my account. When I called the next day I was told that this was inaccurate information and that they can only remove XXXX fees per 12 month period. I asked to speak with a manager, who basically told me the same thing and when I asked to speak with her manager, I was hung-up on. So I called back and tried to explain how this account was supposed to be closed and that I ‘m happy to pay for the items I purchased that they paid for including the overdraft charges for those XXXX items. The next ” manager ” said he could find no documentation that I had requested to have the account closed but he also could not find any of the information about the other XXXX checking accounts that I had closed and that I had for years and essentially said I was lying. I tried a few more times to get some information and talk to some other people and was asked to get a letter from XXXX outlining the items that were being submitted and returned and that if I presented this letter I would have better luck in getting XXXX more NSF returned ( there were a total of XXXX NSF fees that I do n’t think I should have to pay and XXXX overdraft fees that I am more than willing to pay ). I offered each time to give my account information to pay for the outstanding items the bank covered, along with their corresponding overdraft charges and every time I was denied, given different information ( basically a runaround ), and insulted to the point that I will be moving my auto/renters insurance to another company, which they do n’t seem to care about either. The icing on the cake happened today with yet another manager called at my request so I could follow up about the requested XXXX letter. She decided to bring up the issue of the bankruptcy that was filed almost 2 years ago that resulted after my husband ‘s failed business and also ended us in divorce. She said they will absolutely not forgive anything because I left them with {000.00} of debt and because it ‘s not their fault that I ‘m ” negligent with my finances ” and that I ‘m supposed to monitor my accounts. Had I known this account was still open, I would have indeed closed it. I am willing to fight this company any way I can because of the way they have treated me. I have worked very hard to rebuild my credit and am appalled they had the nerve to bring up my bankruptcy case when this is a right we have in this country and not something I ever WANTED to have happen. My credit score is almost XXXX and I have NEVER had an overdraft or NSF at my current banking institution. If this ends up in collections, I will also be fighting it there to maintain the credit score I have worked so diligently to rebuild. The conclusion from the manager today was that she felt USAA was being ” more than generous. ”

Company response:

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.