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: April 29, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA
Product: Credit card
Issue: Balance transfer
Response Type: Closed with monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: April 29, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AR
Product: Bank account or service
Sub-Product: Checking account
Issue: Deposits and withdrawals
Full Complaint:
At approximately XXXX, I received XXXX email from USAA Bank informing me that had changed the password and pin number for my checking account. Per USAA employee XXXX this was done because someone called in claiming to be me and told them he was on a trip to XXXX via XXXX and needed to obtain some extra cash, however, when he tried to use his debit/credit card at an ATM there were problems. The times on the XXXX emails I received from USAA were XXXX and XXXX, XX/XX/2016. After the bank made the requested changes this individual made XXXX withdrawals of over {0.00} between XXXX and XXXX.
The process when you call USAA ( process they put me through ) they ask for my account number or my social security number. Then they ask for the last XXXX digits of my social security number along with my password ( my wife does n’t even know my password ). Sometimes they ask for my pin number. Then when I get to an agent in the department I want we go through this process again. How did this individual have all of my personal information?
XXXX, the USAA person I initially dealt with at XXXX told me the individual had taken out {0.00} x XXXX. By the time she passed me off to XXXX, she had raised the amount of the withdrawals to {0.00} x XXXX. It was only when I check my online account register that I learned the actual amount taken from my account was {0.00} x XXXX. The online account register does not show the location of the ATM used to withdraw the money. After USAA returned my money to my account. I followed the advise of my attorney and set up a new account here in XXXX XXXX, Arkansas and began via ATM withdrawals transferring my money to my new account. AT NO TIME did USAA allow me to make more than one {0.00} ATM withdrawal a day.
From the documents I have there are significant questions as how this could happen with such a supposed high quality organization as USAA Bank. This gives me the impression this was an inside job.
Complaint Tags: Older American
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: April 28, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA
Product: Consumer Loan
Sub-Product: Title loan
Issue: Charged fees or interest I didn’t expect
Complaint Tags: Servicemember
Response Type: Closed with non-monetary relief
Public Response:
Company believes complaint is the result of an isolated error
Date of Complaint: April 28, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: IL
Product: Bank account or service
Sub-Product: Checking account
Issue: Deposits and withdrawals
Full Complaint:
FYI, On XXXX XXXX, XXXX XXXX XXXX called his XXXX account to check the balance. He discovered that his account balance was {000.00} in the negative. He contacted his father to see if he had any knowledge of why his account would be negative.
On this same date, XXXX XXXX XXXX went to a local XXXX Bank, XXXX XXXX, Texas branch to discuss the account. At this time, it was revealed to him by the local branch that there were XXXX online transfers from his XXXX to his USAA Federal Savings Bank.
XXXX XXXX XXXX advised the bank that he never authorized the transfers. On this same date, he was advised that there was a USAA local branch in XXXX XXXX, Texas that he could visit to discuss the transactions.
On this same date, it was revealed to XXXX XXXX XXXX that his accounts was fraudulently taken over. Additionally, he was notified that someone somehow gained access to his account, requested a debit card, changed all security notifications to a number.
Last information on the account is that all of the charges are over {000.00}.
USAA Fraud Department XXXX x XXXX ; Case # XXXX USAA has informed us that the violator requested a debit card from USAA and that the debit card first XXXX digits are : XXXX the last XXXX digits are : XXXX The debit card was sent to : XXXX XXXX XXXX XXXX XXXX, XXXX, XXXX XXXX violator ‘s Cellphone # XXXX USAA has since informed XXXX XXXX XXXX that they have made a business decision to terminate his membership and has determined that all funds owed are his responsibility.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: April 29, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AZ
Product: Bank account or service
Sub-Product: Other bank product/service
Issue: Account opening, closing, or management
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: April 27, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NJ
Product: Bank account or service
Sub-Product: Checking account
Issue: Deposits and withdrawals
Full Complaint:
Someone called my bank ( USAA ) and tried to access my wife ‘s account and failed.
She was never notified of a failed attempt to access her account via phone.
They eventually succeeded after multiple attempts and were able to change her withdrawal limit, contact phone number, and online password. My wife was only notified of the password change after the fact.
They were then able to access XXXX accounts and empty all of them, totaling over {00.00}.
I have searched USAA ‘s member community forum and see this happening way too frequently with USAA accounts recently. I find it very hard to believe that USAA is not notifying members of this fraudulent activity or tightening up phone security and adding extra verification due to this scam.
We are now on day XXXX of accounts being frozen and funds not replaced. We have requested, via phone and in writing, replacement debit cards, new accounts, and the funds replaced. We have had no contact from USAA. When I called, they claim it is still being ” investigated ”.
They know what I know, because I learned it from them : They granted access to our bank accounts to a third party, who then cleaned the accounts out. The only mistake we made was trusting USAA. Yet, we still have no access to funds we need for bills and food.
The level of ineptitude, complacency, complicity, or some combination of the XXXX, is frightening here.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: April 28, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: LA
Product: Debt collection
Sub-Product: Credit card
Issue: Disclosure verification of debt
Sub-Issue: Not given enough info to verify debt
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: April 27, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: OR
Product: Credit card
Issue: Rewards
Full Complaint:
I have XXXX credit cards with USAA Bank in XXXX XXXX. They are all Cash Back Cards but they do not tell you on your statements how much you have earned. In addition I asked to receive the cash and they try to get me to get gift cards, etc instead of the cash they owe me. They can not tell me, by card, how much cash I have earned and they try to make you jump through hoops instead of giving you the cash they owe you. I have been trying to get my cash back since XX/XX/XXXX and have been unsuccessful. The credit card dept. says the ” rewards dept. ” handles that and the ” rewards dept ” says the credit card dept handles that. 4 month and NO CASH. THIS IS JUST PLAIN FRAUD.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: April 27, 2016
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
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: April 27, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NV
Product: Credit card
Issue: Unsolicited issuance of credit card
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.