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: July 5, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MD
Product: Bank account or service
Sub-Product: Checking account
Issue: Deposits and withdrawals
Full Complaint:
The bank is USAA Federal Savings Bank. I have been a customer for over 12 years. The bank allowed access to my checking, savings, and insurance accounts. Within minutes someone had taken a little over {0.00} out of my accounts. I received notification via email that my car insurance id was ready to access as well as a quote for car insurance. I had not called the bank to do these actions. So I then called the bank but could not access the automated information due to it not recognizing my zip code or other personal identifiers previously in place. When I spoke to a representative I was told the account would not have the changes take effect to the insurance and it seems as someone called in as me. I was travelling so I ended the call but attempted to check my mobile app to determine if my bank account was touched, I was able to access via the app at first and found that there had been transfers from my savings and another checking account into a main account at the bank that I had not authorized. I immediately called the bank back again and after a 30 minute wait to speak to a representative was disconnected during a transfer to security. I had to call back again and waited approximately 30 more minutes to speak to someone again. I advised them that I did not authorize any change, transfers, or withdrawals other than a gas purchase and food purchases not over {.00} and wanted to file an unauthorized access to the account. When I advised them that I was travelling for the holiday and I needed my funds, not to let anyone take the money they advised they would allow me to get to an ATM to withdrawal funds. However, my card did not work with the PIN and then I was told the money I saw minutes ago on the app was no longer there because of a XXXX Transfer. I had not authorized a XXXX transfer I had been on the phone within minutes of the unauthorized access due to the account alert from the insurance access. I was stranded during my travels and told it would take 3 – 5 business days before I could access the money or get anything back. USAA would only apologize even though their records show they provided unauthorized access ( they called it suspicious caller ) to my account. A representative made a comment after reading the notes in my account ” Oh this is bad ”. They apparently sent a Power of Attorney to someone but I received no form in my email account, which the caller could not even provide the correct email address per the representative. I would like to request the notes on the account so I can read what actually happened. There is a Freedom of Information Act which should allow this. My paycheck will be deposited and I will not be able to access it all due to someone being provided access to my account over the phone and online.
Response Type: Closed with monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: July 1, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA
Product: Bank account or service
Sub-Product: Other bank product/service
Issue: Making/receiving payments, sending money
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: July 1, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MD
Product: Bank account or service
Sub-Product: Checking account
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: July 1, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MD
Product: Credit card
Issue: Unsolicited issuance of credit card
Full Complaint:
USAA recently elected to unilaterally change their credit card service provider from XXXX to XXXX claiming the user base would see no difference in terms. As husband and wife, we have had for some time XXXX card number and account with joint authorized use and yet individual names on the cards. Now USAA, without approval or authorization from the card user, is reissuing separate cards with separate numbers for each card user while claiming the cards ‘ multiple card numbers are changed but it is all within the same account. No effort was made to acquire or request agreement or authorization from the member or spouse prior to issuing the new card and specifically now XXXX with separate, individual numbers. We believe this constitutes issuing a new credit card without the user ‘s approval or agreement. Upon calling and speaking with Sr. account representatives, USAA has told us we have no other choice but for individual cards to have separate numbers if we want both parties to have authorized card account use. They also admitted it is, at least in part, using separate numbers to enable the tracking of credit card spending and subsequent marketing use information. This supposedly is all for the user ‘s protection. It is worth noting that the billing documents already reflect separate card numbers and XXXX charges while the XXXX cards have as yet not even been activated. This makes it impossible to track and confirm our own expenditures and card use without having to call USAA and ask questions specific to the charges. We believe the individual card numbers being issued absent user agreement or approval is at least unethical and perhaps illegal. We also feel it is a deliberate marketing ploy to enable XXXX, USAA or whomever to use this as an opportunity to wantonly solicit the unique cardholder against our interests or wishes.
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: July 1, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TN
Product: Credit card
Issue: Identity theft / Fraud / Embezzlement
Full Complaint:
I was charged XXXX by a fraudulent company for pirated software and services that were licensed to another citizen in XXXX. I submitted a dispute with USAA my Visa card issuer. I was given a temporary credit. The dispute investigation is still on going. I changed my credit card and now have a new number. I have not had any contact with the fraudulent company. I did report them to XXXX XXXX as a company that miss represents XXXX and has the ability to resell sold software licenses and on line software. On XXXX XXXX I was charged by this company yet again. USAA Visa claims this is a new charge. I have not authorized nor have had any contact with the company creating the charge. I have been told this is a reoccurring charge and that it did not matter that I changed my card number ; they can charge me against the old number and obtain the new card data through XXXX. I tried to report and claim this fraudulent new charge and was told to make a dispute. The dispute department asked for documentation which I do not have since I did not coordinate for nor authorize the XXXX XXXX charge ; I have submitted documentation for the XXXX dispute. The USAA on line system will not let me file a dispute for this charge … .all other charges I could, but the on line option is not available for the XXXX XXXX charge. The USAA dispute representative could not manipulate their system to enter a dispute for the XXXX XXXX charge either. So … in effect I have to try to get a temporary credit every time these Pirates charge my card in order to have my balance not be affected. I have been assured that I am not responsible for the interest these fraudulent charges create or the balance. However, If I were to have an emergency expense I would need to call USAA Visa to get help and might not be able to use all of the authorized credit they have agreed to give me … .a broken contract in effect.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: July 4, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NV
Product: Credit card
Issue: Identity theft / Fraud / Embezzlement
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: July 1, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NM
Product: Bank account or service
Sub-Product: Checking account
Issue: Problems caused by my funds being low
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: July 4, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NV
Product: Bank account or service
Sub-Product: Checking account
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: July 5, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA
Product: Credit card
Issue: Identity theft / Fraud / Embezzlement
Response Type: Closed with monetary relief
Public Response:
Company believes complaint represents an opportunity for improvement to better serve consumers
Date of Complaint: July 5, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA
Product: Mortgage
Sub-Product: VA mortgage
Issue: Application, originator, mortgage broker
Full Complaint:
Closed on a home on XXXX XXXX, 2016. Received a notice in the mail from USAA saying they ” completed an analysis of your escrow account, and has adjusted your mortgage payment to reflect changes in your real estate taxes or property insurance. ” The difference in our monthly payment is {0.00}. How can they raise our mortgage payment if we ‘ve already closed and signed based on a completely different agreed upon payment? Why was n’t an ” analysis ” done before we closed?
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.