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: September 8, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA
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: September 6, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NC
Product: Consumer Loan
Sub-Product: Vehicle loan
Issue: Managing the loan or lease
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: September 6, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NV
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: September 6, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: ID
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: September 7, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MA
Product: Credit card
Issue: Identity theft / Fraud / Embezzlement
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: September 7, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA
Product: Debt collection
Sub-Product: Other (i.e. phone, health club, etc.)
Issue: Communication tactics
Sub-Issue: Used obscene/profane/abusive language
Full Complaint:
XXXX XXXX XXXX ( XXXX ) stole my car without due cause. In the process, they stole over {0.00} in cash between my XXXX cars and other personal items ( such as my personal finance information used to finance my auto loan ). An ‘investigation ‘ was ‘conducted ‘ and the result was no money was stolen. This is 100 % false and is theft. I have audio recordings of other unfortunate individuals stating they too had items stolen out of their vehicle.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: September 7, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: LA
Product: Bank account or service
Sub-Product: Checking account
Issue: Making/receiving payments, sending money
Full Complaint:
I am a member of USAA, and have been for over 3 years. I recently was forced to obtain a new chipped debit card, and since I have received it there has been too many problems to count. USAA is placing fraud holds on my account multiple times per day, requiring me to call them repetitively daily after most of my transactions. I have asked is this hold being placed manually or automated, and was told it is automated. The last straw was on XXXX/XXXX/2017, I made a few purchases, and my car broke down that morning. I have kids and work, so I needed a rental ASAP, when arriving to enterprise they tried to process my transaction and it declined. I then called USAA and stayed on the phone with them over an hour trying to fix the cause of the problem, which they stated was because of the transactions, I placed earlier being fraud. I told them it was me, and when the card was reactivated enterprise said they could n’t use my card any more because it was declined. I then had to transfer money to another account, and pay USAA a XXXX transfer fee. Even though this whole issue was their fault. I then later needed to pay my mortgage on that day, and when trying to pay it online through XXXX, was declined again. I called USAA and was given the run around for about an hour, after all the hassle they still did not help me. I was unable to process my transaction, causing another fee with my mortgage company. I think it is a disgrace when someone has the money in their account, and in times they really need it are constantly being blocked because of a flawed automated system. I have never been with a bank that blocks my card after use like this bank does. I should be able to access and spend my money any way I wish. This is a problem for me because I handle alot of bill paying online, as well as other transactions. I have to call them at least 2-3 times a day since I received this new card to reset it because it keeps saying fraud.
Complaint Tags: Servicemember
Response Type: Closed with monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: September 6, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA
Product: Credit card
Issue: Billing disputes
Full Complaint:
I noticed XXXX fradulent charges on my account in XXXX 2016, and immediately reported it to USAA. As I still had physical possession of the card, I attempted to find out where my card information had been compromised, and I became convinced that it was via an online auto parts store I had recently used which lacked proper SSL authentication. When attempting to contact the parts store, I received no response, and subsequently reported these charges as fradulent to USAA.
The following week, the parts actually arrived, and I immediately contacted USAA to ask them to re-authorize the charges ( approximately {00.00} ), as they were valid.
This has led to an absolute nightmare, as that {00.00} has been credited to and debited to my account over 11 times over XXXX billing periods during the past 4 months. USAA insists that I never paid the {00.00}, despite numerous attempts to prove that this is impossible given the numbers shown on the billing statements. During these XXXX billing periods, I made purchases on the card totaling {00.00}, and paid {00.00} in bills, thus I owe USAA {0.00}.
USAA however, insists that I owe them {0.00}, and I have also been told that I am actually coming out ahead, as that number SHOULD be {00.00} ( as they admit that their accounting is inaccurate ). I have been insistent for over 4 months about what I owe, and I simply want to pay the {0.00} to settle the accounts. This has proven impossible, and I refuse to pay more than I actually charged to the card in goods and services.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: September 6, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Mortgage
Sub-Product: Home equity loan or line of credit
Issue: Loan servicing, payments, escrow account
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: September 8, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA
Product: Consumer Loan
Sub-Product: Vehicle loan
Issue: Problems when you are unable to pay
Full Complaint:
USAA knowingly uses a criminal enterprise to steal vehicles, cash inside the vehicles and personal identifiable information.
USAA promised me I was being considered for a loan modification and promised me as long as the loan was in the process that nothing would happen. I find out later they lied and my vehicles were stolen off my property.
USAA rep told me once a decision was made on the loan modification that I would have 5 days to bring the loan current if it were over 60 days. They lied and pulled a bait and switch.
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.