May 2015 Complaints Against USAA

Compiled from Public Data by FairShake

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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.


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Complaint Details:

Date of Complaint: May 20, 2015

Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION

State: GA

Product: Credit card

Issue: Customer service / Customer relations

Full Complaint:
Bankruptcy discharged XX/XX/XXXX. USAA credit card was discharged in that bankruptcy. In XX/XX/XXXX, my USAA checking account was overdrawn due to insurance policy charges. I called USAA to give them updated bank account information, as I have no way to deposit money into USAA checking due to location. They debited the insurance charges from my new checking account, but referred my overdrawn checking account to a collection agency. As soon as I learned of this, I submitted a check to them in the amount of XXXX. Thinking this was resolved, and the check having cleared, I told the collection agency to stop calling me, as I had paid the debt directly to USAA. Today I called USAA and was informed that the payment was applied to an outstanding credit card debt, and they would not reverse it. I told the senior banking agent at USAA, named XXXX, that I included that credit card in by bankruptcy and that it was a violation of law to collect that debt. She told me I was wrong and disconnected the call. Attached are the credit card statement that they posted to my account for the XXXX time since XX/XX/XXXX, and my bankruptcy petition and discharge.

Company response:

Response Type: Closed with non-monetary relief

Public Response:
Company believes complaint is the result of an isolated error


Complaint Details:

Date of Complaint: May 19, 2015

Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION

State: NY

Product: Credit card

Issue: Billing disputes

Full Complaint:
A letter sent to USAA Federal Savings Bank in XXXX XXXX, TX in XXXX 2014 was never responded to. Several bankers acknowledged receipt of the letter. After speaking to USAA, the letter was acknowledged as received and that they were required to respond. Numerous calls ( despite acknowledging receipt of the letter ) yielded no response. The banks user agreement clearly states that they will acknowledge receipt of a letter within 30 days and send a response within 60 days as either agreeing to it or denying it. To date no response has been received despite that this consumer is held bound to the user agreement if I do n’t state otherwise. The purpose of the letter showed duplicate charges, late fees and fraudulent charges from the past not completely reversed. And some other issues concerning the users credit report.

Company response:

Response Type: Closed with monetary relief

Public Response:
Company believes it acted appropriately as authorized by contract or law


Complaint Details:

Date of Complaint: May 13, 2015

Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION

State: TX

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

Issue: Problems caused by my funds being low

Company response:

Response Type: Closed with explanation

Public Response:
Company believes it acted appropriately as authorized by contract or law


Complaint Details:

Date of Complaint: May 19, 2015

Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION

State: FL

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

Issue: Account opening, closing, or management

Company response:

Response Type: Closed with explanation

Public Response:
Company believes it acted appropriately as authorized by contract or law


Complaint Details:

Date of Complaint: May 14, 2015

Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION

State: VA

Product: Mortgage
Sub-Product: Conventional fixed mortgage

Issue: Application, originator, mortgage broker

Complaint Tags: Servicemember

Company response:

Response Type: Closed with monetary relief

Public Response:
Company believes the complaint is the result of a misunderstanding


Complaint Details:

Date of Complaint: May 19, 2015

Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION

State: MO

Product: Debt collection
Sub-Product: Credit card

Issue: Communication tactics
Sub-Issue: Threatened to take legal action

Full Complaint:
USAA Closed account fraud activity on credit card XXXX + said they did n’t want to do business any more card was used for withdraw transactions deposits were made a By a XXXX XXXX from a phone number XXXX

Complaint Tags: Servicemember

Company response:

Response Type: Closed with explanation

Public Response:
Company believes it acted appropriately as authorized by contract or law


Complaint Details:

Date of Complaint: May 17, 2015

Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION

State: CA

Product: Credit card

Issue: Credit card protection / Debt protection

Full Complaint:
Well, I filed a dispute with my credit card for a large amount of money. A woman named XXXX promised to contact me after calling her supervisor. However, I never heard from her. I left XXXX messages on her machine and also called and left a message for her supervisor. No one ever called me. I asked if there was other information they needed and she said, typically not, your services were not as described. I have protection under my master card credit card agreement, but the part I ‘m contacting you about is the failure to communicate. I ‘ve been asking for months, but no one will speak to me. If someone promises to call so I can get my facts together, fine, but now no one at USAA will return my calls. I ‘ve called repeatedly. Then, I got a letter — much after these events — asking for all the same information I already filed. This person has mismanaged my case. I explained the details completely and submitted them. She said she did n’t need the information and now suddenly she lost all of it. I do n’t understand how my case is being mismanaged so terribly and why a supervisor wo n’t call me back. It is disturbing. I want my money back. The amount of the dispute should not be in issue. It is within my rights to have the information and be communicated with in a timely manner. The fact that XXXX lost all of my information and sounded confused about my case reveals that she did n’t even investigate or look into it. I have a provision in my case that states if the services were not as provided I could have my money back. In this case I left written documentation and forwarded it to USAA. I did everything on my side and now they want me to do it again. no one ever returned a call. I do n’t want XXXX, I want a supervisor. and still no one called m back. I have been at the bank with the card for many years. Why ca n’t they honor their word to me that I would get my money back?

Company response:

Response Type: Closed with monetary relief

Public Response:
Company believes complaint is the result of an isolated error


Complaint Details:

Date of Complaint: May 19, 2015

Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION

State: TX

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

Issue: Deposits and withdrawals

Full Complaint:
yes my name is XXXX XXXX and my complaint is with USAA. I fell victim to fraud I filled out an ad online through XXXX thinking it was a build your own business kit and it turned out to be a scam. First they want to hold me responsible for paying the overdrawn balance I feel as though that is not right for me the customer having to pay for the wrong doing to me by someone who committed fraud on behalf of my checking account. Now they are reporting to the credit bureau about this incident. I ‘m a XXXX and me getting treated like I ‘m the criminal is very unacceptable I feel as though that the balance should have been written all I was able to continue to use my account because my military pay for XXXX my tax return the month of XXXX in the month of me my military pay has been garnished because they said that I had to pay back the overdrawn balance and it was over {00.00} of my money that I work hard to make has been garnished trying to please USAA not knowing that my money was being garnished for me being victimized of fraud or my account being compromised. I would greatly appreciate it if I can receive a phone call and or an email about this situation and I can fill you in with more details about what took place because I would like to have the money that I put it in the account by me being the XXXX back. that ‘s all that I want from USAA is my money the money that I made on a monthly basis with the XXXX in my tax return I want my money back if they ca n’t compensate me for what has been taken from me due to being victimized a fraud then I want to take them to court behind this matter I think is very unprofessional and very degrading and very disrespectful to treat a customer like he or she is the criminal that was done to them.

Complaint Tags: Servicemember

Company response:

Response Type: Closed with explanation

Public Response:
Company believes it acted appropriately as authorized by contract or law


Complaint Details:

Date of Complaint: May 20, 2015

Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION

State: SC

Product: Credit card

Issue: Billing disputes

Full Complaint:
USAA Mastercard cancelled my card in late XXXX as a precaution against fraud and sent me another card. In the process those that had been on auto pay had to be contacted and given the new card number. I opted not to renew XXXX for auto payment. When XXXX called they were told their services were not wanted and to stop billing USAA Mastercard. This conversation occurred XXXX times, I do n’t want your service stop billing USAA Mastercard. USAA Mastercard has been told a total of XXXX times ( XXXX on the phone and XXXX times in writing ) charges from XXXX are not authorized. USAA continues to accept billing on the account they closed. This has been happening monthly since XXXX 2014. USAA ‘s position is ” this is an active account. ” I asked the adviser to the CEO, XXXX XXXX, ‘How many times do I have to cancel before USAA Mastercard will consider the account closed? ‘ XXXX XXXX ‘ response, ” you need to contact XXXX and tell them you do not want their service. ” USAA Mastercard can not answer the fundamental question of what it takes to cancel preferring to charge me interest and penalties on credit card they closed from an account I did not renew and on multiple occasions told them to stop.

Company response:

Response Type: Closed with monetary relief

Public Response:
Company believes complaint is the result of an isolated error


Complaint Details:

Date of Complaint: May 21, 2015

Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION

State: MS

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

Issue: Using a debit or ATM card

Full Complaint:
I contacted USAA bank to dispute a charge after I found a company failed to due work as promised and after having to pay another mechanic for same work I asked for a refund. USAA so called investigation failed to take other mechanic information or even listen to audio recordings between me and company where they admitted wrong doing

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.

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