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 23, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Consumer Loan
Sub-Product: Vehicle loan
Issue: Managing the loan or lease
Full Complaint:
I originally contacted USAA 23 days ago requesting the reversal of an auto loan payment because a double payment was drafted/made for the XXXX balance due on my auto loan. Instead of reversing the extra payment that was not supposed to be drafted, USAA drafted another one on XXXX XXXX. This made three auto loan payments taken out of of my checking account instead of the one authorized monthly automatic deduction. Because of this, my bank denied the ACH transaction ; understandably so. Since then, USAA has been unable to rectify this situation. I have given USAA full rain over my checking account to fix this. 23 days later, with four payments in one month being withdrawn for my auto loan even though only one was due, and a dozen phone calls to USAA, my auto loan is still being shown as past due. They are saying one more payment is being drafted as well, that makes XXXX auto loan payments in one month and my account is not fixed. The payments USAA is drafting from my checking account are not being reflected on my auto loan. I have been more than patient, but this is an item that could drastically affect my credit and USAA has been unable for 23 days to correct this deficiency. I will not allow the inability of USAA to correct this account and reflect it as current destroy my credit. The keep taking payment after payment out of my checking account when only one was due. Attached is my bank account summary of transactions, and the USAA auto loan summary that does not match the withdrawal history at all, and shows my account not being reflected as current after XXXX payments and 23 days ( with one more ” required ” before they update the account.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes complaint is the result of an isolated error
Date of Complaint: July 25, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: WA
Product: Bank account or service
Sub-Product: Checking account
Issue: Deposits and withdrawals
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: July 25, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: PA
Product: Credit card
Issue: APR or interest rate
Response Type: Closed with monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: July 22, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CO
Product: Bank account or service
Sub-Product: Checking account
Issue: Problems caused by my funds being low
Full Complaint:
USAA XXXX intentionally orders transactions in order to collect more fees. USAA FSB has stolen {.00} from me.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: July 26, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: OH
Product: Bank account or service
Sub-Product: Other bank product/service
Issue: Account opening, closing, or management
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 26, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Bank account or service
Sub-Product: Other bank product/service
Issue: Using a debit or ATM card
Response Type: Closed with explanation
Public Response:
Company can’t verify or dispute the facts in the complaint
Date of Complaint: July 22, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: IL
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 25, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NC
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: July 25, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: WA
Product: Bank account or service
Sub-Product: Checking account
Issue: Making/receiving payments, sending money
Full Complaint:
My bank refuses to prevent future payments to XXXX XXXX XXXX. They insist that the only way to fix this is to cancel my current card and have them send me a new one.
For the past two months XXXX XXXX XXXX has tried to charge my account {0.00} even though I no longer use XXXX XXXX XXXX. On XXXX XXXX XXXX charged my USAA Mastercard debt card {0.00}. A few days later I contacted USAA and informed them 2 things : 1 ) this was an unauthorized charge and 2 ) USAA was not to pay XXXX XXXX XXXX any future payments from my account in the future. USAA said that it would be best for me to cancel my current card and they would issue me a new one. I told them that no, I ‘d prefer to keep my current card and that they should simply just not make any future payments to XXXX XXXX XXXX.
On XXXX XXXX USAA refunded the {0.00} and I assumed that everything was ok.
However, on XXXX XXXX, the same thing occurred again- XXXX XXXX XXXX charged my {0.00}. I again called USAA and explained the situation once more. After and hour of hold time, discussions, and USAA telling me that the only solution was to cancel my card, I asked to speak with a manager. They submitted a request to a manager who just called me back. She told me several things about who the bank has a contract with Mastercard, how the bank could n’t possibly predict what day XXXX XXXX XXXX would try to make the charge next time ( I responded that we should just assume it was going to be a weekday so please do n’t let XXXX XXXX XXXX make the charge on a weekday- but also let ‘s include weekends just for good measure ) or how they did not want to interfere with the bank ‘s relationship with either the charging company ( XXXX ) or with Mastercard because that would then affect the relationship that all USAA members have with those companies.
I then pulled up your website and we discussed its content.
http : //www.consumerfinance.gov/about-us/blog/you-have-protections-when-it-comes-to-automatic-debit-payments-from-your-account/ This blog post refers exactly to what I ‘m experiencing.
By the end of the conversation ” XXXX ” from USAA said that she would ” do her best ” to try and solve the problem but again she said that most of the time the card needs to be closed and a different card number issued.
I do n’t want a different card. That would mean I do n’t have a debt card for several days. Also, I would have to go through and reauthorize every company that makes validly receives payments from me.
I ‘d prefer USAA just obey the law.
Complaint Tags: Servicemember
Response Type: Closed with non-monetary relief
Public Response:
Company believes complaint represents an opportunity for improvement to better serve consumers
Date of Complaint: July 22, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA
Product: Credit card
Issue: Closing/Cancelling account
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.