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: June 3, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: KY
Product: Bank account or service
Sub-Product: Checking account
Issue: Deposits and withdrawals
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: June 4, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Consumer Loan
Sub-Product: Installment loan
Issue: Managing the loan or lease
Full Complaint:
I have a loan secured by a vehicle with USAA Savings Bank NA. I had made my payment after speaking to a loan representative, as I was past due at the time, that posted on XXXX XXXX, 2015. This brought me due for XXXX XXXX, 2015. They repossessed my vehicle that same evening, after the bank closed. I was able to get my vehicle back the next day but I had to drive over XXXX miles and take off work, from a brand new job. I have made the XX/XX/XXXX payment. When I went to pay today for XXXX XXXX, the account on line is showing I owe for XX/XX/XXXX and XX/XX/XXXX. They can not explain but the representative is telling me that the website is wrong. I am still worried that they will take my vehicle while my account is current again. I can not explain how disrespectful and rude the person I spoke to during the period they took my vehicle was.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: June 5, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Bank account or service
Sub-Product: Other bank product/service
Issue: Account opening, closing, or management
Full Complaint:
I was a victim of Identity theft in XXXX 2014. A credit card and debit card was opened under my name through USAA. I called USAA and had the account flagged. I gave USAA a passphrase in case I needed to unflag the account. They never wrote down the passphrase.
In XXXX, I needed to unflag the account. When I called USAA, they said that they needed to authenticate me and it would take a couple of days. They said they would call my number in 48 hours. They never contacted me. Due to XXXX, I had to wait a couple of months to get back in contact to unflag my account.
XX/XX/XXXX, I called USAA to unflag my account, and this time they asked to authenticate me by a phone number. The phone number on the account is incorrect, and I was told that in order to change it, that I needed to log in on USAA.com to change it. That would work, but my account is flagged, so this is impossible. I was told they would escalate my issue with a back department that would call me back in 24 hours. This never happened, and every time I called over the next XXXX weeks, I was told the same thing.
I finally decided to go to the USAA XXXX page to see if I could get better support from them. A lady named XXXX called me saying that I should call her extension to get the problem resolved. However, when I called USAA again, I was told I had to be authenticated to be able to contact her.
Response Type: Closed with non-monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: June 2, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AK
Product: Consumer Loan
Sub-Product: Installment loan
Issue: Problems when you are unable to pay
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: June 1, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NY
Product: Debt collection
Sub-Product: Other (i.e. phone, health club, etc.)
Issue: Communication tactics
Sub-Issue: Frequent or repeated calls
Response Type: Closed with non-monetary relief
Public Response:
Company believes complaint is the result of an isolated error
Date of Complaint: June 2, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Credit card
Issue: Other
Response Type: Closed with monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: June 2, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CT
Product: Bank account or service
Sub-Product: Checking account
Issue: Deposits and withdrawals
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: June 4, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MI
Product: Credit card
Issue: Billing disputes
Full Complaint:
USAA Federal savings bank refuses to refund me for unauthorized charges on my USAA credit card. These charges took place between XXXX XXXX and XXXX XXXX 2015 in XXXX XXXX XXXX, at the time I was in XXXX and have n’t been to XXXX XXXX at anytime this year ( 2015 ). I can easily prove I was in XXXX during this period however and somewhat surprisingly USAA never requested that proof.
The unauthorized transactions consisted of purchases and cash advances in large amounts, USAA approved these charges although they were transacted in another state and I never informed USAA I would be traveling. Other credit cards I have, always contacts me if a transaction was performed out of state. USAA never made any attempt to contact me although this was a card that was rarely used in the past. Further, USAA Fraud department stated that I MUST file a police report and if I did not file a police report they would not investigate my claim and would report the current balance including the unauthorized charges I am disputing to the credit bureaus. I informed the fraud investigator that their position was a breach of contract and may also violate federal policy.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: June 2, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA
Product: Mortgage
Sub-Product: VA mortgage
Issue: Settlement process and costs
Full Complaint:
I can not get anyone in the company to respond to my repeated phone calls and emails.
Response Type: Closed with explanation
Public Response:
Company can’t verify or dispute the facts in the complaint
Date of Complaint: June 1, 2015
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: IN
Product: Bank account or service
Sub-Product: Checking account
Issue: Problems caused by my funds being low
Full Complaint:
I have been banking with USAA for about XXXX years. I have disputed the order of transactions several times but it continues to happen. For example, I will make a purchase and the funds will be available and the money taken out of my account. Then a few days or a XXXX later the transaction will appear to have overdrawn causing a fee and the transactions will be out of order. It seems transactions are out of order for the convenience of the bank taking out bank overdraft fees. That causes of slippery slope of fees because the bank takes out money that is n’t supposed to be taken out. That leaves the unknown of where the funds went that was taken out when the purchase was made. USAA is either stealing out of my account and charging fees or something.
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.