June 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: June 12, 2015


State: LA

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

Issue: Deposits and withdrawals

Full Complaint:
My husband and I were the victims of a scam. Someone called my husbands cell phone claiming to be a representative from USAA Bank which, at the time, was our primary banking institution. The individual posing as USAA requested that my husband verify certain pieces of his personal information in order that she could check to make sure he was eligible for {000.00} to be deposited into his account. To make a long story short, this individual was impersonating a USAA representative. They then proceeded to deposit fraudulent checks into several of our accounts to include my children ‘s dependent accounts and withdrew over {00.00} dollars from my husband ‘s account from an ATM machine all in one day which I feel is very strange. Shortly after all these transactions were made, we received an automated telephone call form USAA stating that they suspected fraudulent activity on our account and instructed us to call them. We called them and that ‘s when we were informed of the transactions. This was on XXXX XXXX 2015. Since that date, USAA has been very uncooperative with us. They have refused to give us information about how we can try to recoup the monies that were stolen from us. They have not even given us anything in writing explaining to us what our options are. Every time we call them in reference to this situation they say that we need to speak with someone in the fraud department and we have to hold for hours or are disconnected. It appears to me that they are deliberately treating us in this manner because we never had a problem with USAA until this incident. My most recent contact with them was today XXXX/XXXX/2015. I called to see if I could get some type of written documentation outlining the fact that our accounts were frozen due to this fraudulent activity which lead to my mortgage payment check being returned and incurring a fee and a 1 year penalty of not making any election payments. After I was transferred about XXXX times and was on hold for 1 hour, the representative told me, ” USAA will not provide any information of the sort due to the fact that USAA has deemed that you are responsible for this series of events. ” I find it really hard to believe that as international bank that preys on the Military Community, ( we are a Military ), they could not give us any guidance or help with this potentially career threatening matter. My husband is and XXXX and I also work for the XXXX. We have both now been sent to a collections agency about the balances even after we have called to speak with their internal collection department to try and set up a payment plan for the over drawn accounts. This has been such a horrible situation and to have the door shut on us by a financial institution that I have been with for almost 10 years is very disheartening.

Complaint Tags: Servicemember

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.