August 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: August 28, 2015

Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION

State: CA

Product: Consumer Loan
Sub-Product: Vehicle loan

Issue: Problems when you are unable to pay

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: August 27, 2015

Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION

State: MD

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

Issue: Deposits and withdrawals

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: August 29, 2015

Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION

State: CA

Product: Credit card

Issue: Identity theft / Fraud / Embezzlement

Full Complaint:
On XXXX/XXXX/XXXX we received our USAA credit card statement in the mail and discovered a charge for {0.00} from an XXXX store in XXXX XXXX. They live XXXX miles away from XXXX XXXX and they have a XXXX XXXX XXXX blocks away from their home so they would never travel that far. They immediately called USAA and informed them of the fraud charge. They were informed to contact the XXXX XXXX and work it out with them. That situation ended up getting resolved and they received reimbursement from USAA for {0.00}.
There have been many many times that client has tried to make a purchase and they were declined and they had to actually call in and speak with them to let them know it was them so they can allow the charge to go through.
On XXXX/XXXX/XXXX there was a charge for {0.00} with XXXX XXXX XXXX that they found on their credit card statement they received towards the end of XXXX XXXX. They immediately contacted USAA and they told the representative that the charge was fraudulent and they were told they need to contact the XXXX XXXX XXXX to dispute the charge. They contacted the XXXX by phone and they insisted that client made the reservation and they emailed client the guest folio. It shows client ‘s name and the price and it shows the reservation was made from XXXX out of XXXX, XXXX. However the USAA representative advised client the charge was made over the phone. We were never really given a straight answer when we asked for evidence surrounding this fraudulent transaction. We have been a long time customer with USAA going back as far as XXXX.

Complaint Tags: Older American

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: August 31, 2015

Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION

State: MA

Product: Credit card

Issue: Other

Complaint Tags: Servicemember

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: August 27, 2015

Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION

State: OH

Product: Credit card

Issue: Closing/Cancelling account

Full Complaint:
I called the general customer line. Stated that I wanted to cancel my credit card account. Was transferred to another person ( XXXX ) whose job is presumably to talk customers out of cancelling their accounts. Started off nice enough. She asked why I was cancelling my account. I replied that I did n’t need the credit card anymore. She asked a few more probing questions before I finally told her that I simply wanted to cancel the card, my mind was made up, and that there was no way she was going to convince me otherwise. Her big ” selling point ” was that closing my credit would negatively affect my credit score. She explicitly threatened that closing this credit card could prevent me from qualifying for a home mortgage loan or a car loan. I explained to her that I am attorney, I work for a bank, and that I understand how closing a credit card affects a consumer ‘s credit. She also explicitly stated that USAA was ” looking out for [ my ] best interests. ” This is patently false. USAA makes money by keeping credit card accounts open. Still, for another XXXX minutes she refused to close my account. I asked to speak to her manager. She refused. I asked for her employee number. She refused. After another few minutes she finally relented and closed my account. The entire call took XXXX minutes. Should n’t have taken more than XXXX. This whole exhange was expecially disapplointing because I have been a USAA member for nearly 15 years & have generally had positive experiences.

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: August 27, 2015

Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION

State: FL

Product: Credit card

Issue: Unsolicited issuance of credit card

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: August 30, 2015

Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION

State: HI

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

Issue: Account opening, closing, or management

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: August 27, 2015

Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION

State: OH

Product: Credit card

Issue: Other

Full Complaint:
Dear Consumer Financial Protection Bureau : I know you are very busy so I`ll get right to the point I have a credit card with USAA and i recently opened this account this is about my XXXX payment I ‘ve made and with the normal credit card companies they post your payment within XXXX hourswell I made my payment about XXXX days ago and it is not been posted to my account I called them and asked them why and they said they can and do hold payments for XXXX days, I have a problem with that because interest is still accumulating due to non posting of payments and when i ask about this policy no one could give me a concrete answer why? this is Egregious and I believe against accounting policy I have never had a financial institution do such a thing.I am requesting that you look into this matter and please tell me this is in the fair lending act, this just does n’t seem right.thank you for your time on this matter I await your response. last XXXX numbers of my XXXX card is XXXXThanksXXXX XXXX XXXX

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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