Compiled from Public Data by FairShake
The US government’s Consumer Financial Protection Bureau (CFPB) collects complaints against financial companies.
In 2016, the CFPB received 979 complaints against USAA. USAA ranked Number 28 among all financial companies for the most complaints.
Date of Complaint: March 25, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: PA
Product: Money transfers
Sub-Product: Domestic (US) money transfer
Issue: Money was not available when promised
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: March 21, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: KY
Product: Mortgage
Sub-Product: VA mortgage
Issue: Application, originator, mortgage broker
Response Type: Closed with explanation
Public Response:
Company believes complaint caused principally by actions of third party outside the control or direction of the company
Date of Complaint: March 28, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
Product: Bank account or service
Sub-Product: Checking account
Issue: Making/receiving payments, sending money
Full Complaint:
I received a check from what i thought was to be my new job and deposited it before doing any work or spending the money i called USAA to verify everything was good to go since this was my very first job outside of the XXXX and had never dealt with payment from anyone else. The funds were available immediately and I asked the USAA representative if I needed to wait on anything else or is it that once the money is there it has been cleared The USAA representative let me know that everything was good to go and there was nothing further that would need to be done. This happened about a total of 4 times all to find out that i was being scammed and the only reason i found out is because i called and asked a question to USAA after that i have been given nothing but the run around with XXXX member being very understanding while she filed a second fraud alert for me she stated she did n’t know why i was given false information and why they did n’t check into it when i initially had inquired about the situation. She said the only notes on my account stated that I would be reliable regardless of it being a fraud/scam case because it was my account. She tried to get in contact with someone in management yet was not able to. Every time I call USAA i am given the run around leaving me with the burden of fixing what they failed to do. I am beyond frustrated and out of all my money. They do not seem to care one bit nor have they tried in anyway to resolve this issue. I was given checks from a closed account which were returned on XX/XX/XXXX. This is now a FBI investigation case because it is happening without the companies knowledge and outside of state lines. It is occurring in XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, and XXXX. I have been told by my legal assistant that usually the bank makes the customer whole but it is up to the bank. I feel that i banked with USAA not only because I am an XXXX but because as a bank i would think they would verify things that would keep my money and myself safe from such situations.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: March 28, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MD
Product: Credit card
Issue: Closing/Cancelling account
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: March 26, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA
Product: Credit card
Issue: Customer service / Customer relations
Response Type: Closed with monetary relief
Public Response:
Company believes complaint is the result of an isolated error
Date of Complaint: March 18, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: OH
Product: Credit card
Issue: Unsolicited issuance of credit card
Full Complaint:
My husband had a credit card with USAA. I was a authorized user of the card but never signed personally for the debt. My husband filed chapter XXXX bankruptcy. Usaa issued me a new credit card number, which they will not provide the full credit card number to me and transferred his debt to me. This was not my debt. I filed a dispute claim with the company but they did not answer my complaint. They call upwards of 20 times a week to collect this debt. I have talked to them and have asked to talk to someone who could make a decision or clarify there position. Sometimes I will be transfered 3 or 4 times. I need some help
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: March 28, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA
Product: Credit card
Issue: Identity theft / Fraud / Embezzlement
Full Complaint:
My Mastercard with USAA was compromised, and I was a victim of Identity theft. I was checking online for a statement since I did not receive one for the current month and there were many charges from XXXX listed. I never made ANY of these charges, and my concern is why did n’t the USAA Fraud / Security department alert me to these charges. I have had the Mastercard since XX/XX/XXXX, and have NEVER purchased anything thru XXXX. The first charge was on XXXX XXXX, XXXX and continued thru XXXX XXXX, XXXX. There were XXXX charges to XXXX XXXX, totaling over {00.00}!!! When I called USAA, all I got was : ” gee, I ‘m sorry. I do n’t know how that could have happened. You must have fallen thru the cracks! ” How can I have confidence in a company that does not monitor accounts? All but XXXX of the charges have been credited, the account was closed and I have received a new card. But there are XXXX remaining charges from the same XXXX XXXX, totaling {00.00}. I have tried 4 times to get someone from USAA Fraud/Security to correct these charges. First on XXXX XXXX, then on XXXX XXXX, then on XXXX XXXX, and finally today on XXXX XXXX. After being ” On hold ” for 20 minutes each time, I spoke to a rather incompetent agent who merely said ” Wow, there ‘s alot of charges and credits. I ‘m sure it will be fine. ” I still have {00.00} outstanding that I did not charge. He did n’t know what to do, so I asked to speak to a supervisor. After being ” On hold ” again for about 7 minutes, he said he ‘ll take care of it. What?? I want to speak to a Supervisor. He said they ‘re too busy now and will call back. That was 4 hours ago. I am very upset and frustrated with USAA, who portrays itself as an aid to military- ( my husband and daughter are military. ) The fact that this happened in the first place is very upsetting, but the fact that USAA is not trying to resolve this is more concerning!
Response Type: Closed with monetary relief
Public Response:
Company believes complaint represents an opportunity for improvement to better serve consumers
Date of Complaint: March 24, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Mortgage
Sub-Product: VA mortgage
Issue: Loan modification,collection,foreclosure
Complaint Tags: Older American, Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: March 25, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Mortgage
Sub-Product: VA mortgage
Issue: Loan servicing, payments, escrow account
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: March 27, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NC
Product: Bank account or service
Sub-Product: Checking account
Issue: Using a debit or ATM card
Full Complaint:
On XXXX my account was gotten into on USAA by phone number XXXX at XXXX. At XXXX and at XXXX XXXX attempted to get into the phone automated system. They were able to change my information with only a SSN and birthdate. ( ( When I call I have to provide a pin ). Transactions were made from XXXX XXXX and another in XXXX for on that same night ( they used my debit card for both ). The pin, security questions and password were changed and a new phone number of XXXX ( appears to be texting service out of XXXX was added as my primary number. My account then had a mobile app established on this number which appears to be an Android XXXX XXXX phone. None of these numbers are attached to me or my family nor do any of us have any XXXX smart phones. ( we have all XXXX ) Here is where the NIGHMARE really begins I called USAA fraud department to make them aware that the XXXX number is allowing notifications and it ‘s not mine. They appear to not be able to remove this device from my profile. The have put in a ticket to try to solve it but it will be sometime next week. So someone has access to my balances and accounts until then even with added security in place. They also can not tell me that after the two week lock out on my account if someone will be able to call in and do this again. I have opened a new checking and savings but am stuck at this moment because I have no way to access my money and the payroll check can not be changed for this reporting period.
USAA has temporarily refunded the XXXX transaction on my debit card pending their investigation the charge for XXXX XXXX is still pending. Currently there are XXXX others here in our Military XXXX that are having similar situations with USAA. We do n’t personally know them and my adult son who no longer lives with us had his account hit 3 days after mine in XXXX XXXX.
Currently I want answers and USAA can not give me any. I was told by Fraud Department on Thursday to stop stressing and to have a good weekend.
I have reported to police department and have fraud alerts on all of my credit reports. I noticed all of this on the XXXX and USAA tells me that ‘d those other phone numbers have not tried to access anything since the XXXX. Right now not sure I trust them and my information is floating around on an unknown device.
After speaking with someone who works In computer securities for a large Corporation they feel as if USAA has had a data breech. As I write this I have involved many authorities and this seems to be a huge problem with USAA and I ‘m just one of many having this issue in the last 3 weeks. Speaking with about XXXX people here their debit cards have been compromised with USAA since XXXX.
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.