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 28, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NJ
Product: Credit card
Issue: Other
Response Type: Closed with non-monetary relief
Public Response:
Company believes complaint is the result of an isolated error
Date of Complaint: September 28, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MO
Product: Bank account or service
Sub-Product: Checking account
Issue: Making/receiving payments, sending money
Full Complaint:
Was involved in a Motor vehicle accident XXXX/XXXX/2016 filed claim with USAA. Claim was paid for accident the money was deposited into our USAA checking account, However I was notifed that we was involved in a bank fraud and our account was frozen. due to the investigation. After the determination was made the bank ruled as a scam. After we informed them that our bank card and account info was released and was unknown to us. The claims department refused to re issue the amount of money to fix the damage, and is also refusing to provide ANY documentation to us so we are able to seek further help to pay for the vehicle. USAA took over XXXX from our account which was our paycheck and claim to fix the car.
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 29, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MI
Product: Mortgage
Sub-Product: Conventional fixed mortgage
Issue: Application, originator, mortgage broker
Full Complaint:
USAA ( loan officer XXXX XXXX ) pre-approved me for a {0000.00} mortgage loan in XXXX 2016. I searched for a home and found XXXX. In XXXX 2016, USAA approved me for a mortgage of {0000.00}, but the home purchase fell through due to damage exposed in the home inspection. In XXXX, since the previous pre-qualification had expired, USAA again ( though this time, through a supervisor, XXXX XXXX XXXX pre-approved me for a mortgage of {0000.00}. I was unable to find a house, and approximately 90 days later on XXXX XXXX, 2016 USAA ( through XXXX XXXX ) approved me for a mortgage of {0000.00}. For each mortgage pre-approval ( and for the approved mortgage ), I disclosed that 100 % of my income for the past 6 years was earned abroad and that I have not yet filed XXXX tax returns on this income. I completed a full credit report and XXXX hour interview, which USAA recorded. After I made a contract on a home on XXXX XXXX, USAA suddenly declared that it would be unable to issue a mortgage for {0000.00} since all of my income was earned abroad. This should not have been – and indeed was not – news to them. The previous pre-qualifications were based on my foreign-earned income. I was referred from XXXX customer service office to the next, from XXXX supervisor to the next. USAA offered to put my parents on the loan to help resolve the problem ( without clarifying that this would also put them on the title, until later ). USAA rarely returned my calls until finally, on XXXX XXXX I was referred to their ” executive resolutions team. ” The agent told me to provide proof of filing XXXX tax returns, and I told him to ” not cancel my application ” and that I would provide him proof in 2 days, as I had a CPA meeting on the XXXX. On XXXX XXXX, USAA overnighted a mortgage application for me to sign and return by XXXX XXXX, 2016. They sent the same package to my parents and both packages contained confidential information related to me that USAA was not permitted to disclose. What ‘s more, the application was riddled with errors and could not be signed in the state that it was sent. I emailed USAA on XXXX XXXX asking what to do with the application. USAA then informed me that I ” no longer had any applications with USAA ”, since the application had been cancelled on XXXX XXXX. In response to my inquiry, USAA explained that the application had been overnighted on the evening of the following day in error. I was referred to the CEO ‘s resolution team, and then to the business resolution team, and no one has managed to resolve this. Now, my closing date has been cancelled and I am looking for another lender.
This experience has been a hardship for me and my family.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: September 29, 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
Full Complaint:
XX/XX/XXXX/XX/XX/2016 I was contacted by USAA treat unit who told me that my checking account had been compromised and they needed to add another level of security. I was alarmed and agreed. A few weeks later I was again contacted. This time they said that someone is trying to hack into my checking account ( this was around the XX/XX/2016. I responded please close my account. The person I was speaking with said she could n’t do it but would transferring me to someone who could. After being transferred several types ( at least XXXX ) and without resolution I finally got someone who seemed to want to help She said she was also a veteran and would stay on until the issue was resolved. However, she too was passed along several type and finally she got to a person and demanded that this person close my account. Next she and the other person started arguing about who ‘s job it was to close accounts. This argument pursued as I was on the phone. finally the she said to me I ‘ll get this resolved for you and call you back. several weeks later after I had heard nothing from USAA. I received a statement that said that my account was overdrawn and I was responsible for XXXX dollars of overdraft fees. Again, I called USAA to inquire about what was going on and why was n’t my account closed as I had requested weeks earlier. First I was told that there was nothing that could be done about this. ( with no explanation why ). I then escalated my concern to the CEO ‘s office where I was told that there was nothing that could be done but for me to pay the overdraft fees and then they would close the account. When I asked to speak to a manager. The person placed on hold and came back and said the manager ” does n’t want to speak with you ”. Frankly I was shocked. I ‘ve been with USAA for over 20 years and never had a problem with their customer service. At this point I reached out to the corporate office where I spoke to a XXXX employee number XXXX. After I explained all that had occurred she said she would look into it and call me back. two weeks later after I heard nothing from she I received a letter from USAA basically saying that they are reporting me the credit companies. I called XXXX and left several voicemails and days later she returned my call and said that she had researched my complicated and there was NO documentation of my calls. And therefore I had to pay. Now like I said I ‘ve been with USAA for years and they always document every call. I believe there is something funny going on with USAA since they initiated the concern in the first place. And now they even denie doing so. My major concern is them reporting me to the credit companies as I have a small business and a entry of this nature will serious hamper my ability to do business. PLEASE HELP!!
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: September 28, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: LA
Product: Bank account or service
Sub-Product: Checking account
Issue: Using a debit or ATM card
Full Complaint:
I was defrauded out of {00.00} when someone stole my debit card number and used it to purchase plane tickets on XXXX XXXX. I do not know these individuals whose names are listed on the itineraries. I did not make the purchase as could be determined by an IP address associated with the purchase and my location at the time. Further, I was in New York when the purchase occurred, which purchase was XXXX flights from XXXX to XXXX. I disputed the transaction and was credited back the funds, but upon investigation, USAA determined that I had authorized these purchases and was going to reverse their original credit, re-charging me the {00.00}. They never consulted me during the investigation.
Response Type: Closed with non-monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: September 27, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MS
Product: Bank account or service
Sub-Product: Checking account
Issue: Deposits and withdrawals
Response Type: Closed with monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: September 27, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Credit card
Issue: Billing disputes
Response Type: Closed with monetary relief
Public Response:
Company believes complaint represents an opportunity for improvement to better serve consumers
Date of Complaint: September 28, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Credit card
Issue: APR or interest rate
Full Complaint:
I was given a credit card account by USAA in which I received zero percent interest on purchases until XXXX. This is now the third month they have continued to charge me interest on purchases. They have also opened another account without my permission.
Response Type: Closed with monetary relief
Public Response:
Company believes complaint is the result of an isolated error
Date of Complaint: September 28, 2016
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: WA
Product: Credit card
Issue: Identity theft / Fraud / Embezzlement
Response Type: Closed with monetary relief
Public Response:
Company believes complaint is the result of an isolated error
Date of Complaint: September 29, 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
Full Complaint:
On or around XXXX XXXX, 2016 identity theft and fraud claim was reported on a checking account in which I am a joint owner. Both myself and the other account owner made a report. In addition to the verbal report to USAA on XXXX XXXX, 2016, a police report was filed on XXXX XXXX, 2016 and a copy was provided to USAA.
During the course of USAA ‘s investigation, USAA has frozen all accounts in which I was a sole owner, preventing me access to my money, and by locking me out of online account access, USAA has prevented me from updating other products that I have, i.e. Auto & Property Insurance, Life Insurance and investments. Furthermore, USAA sent a notice requesting that I pay {000.00} in overdraft fees in which I am not liable according to USAA ‘s Terms and Conditions.
USAA ‘s policy states that account holders have 60 days to report fraud. The report was made well within the 60 day timeframe. In addition to the verbal report, the debit card associated with the account was reported as lost about a week prior to the fraudulent activity being detected. The {000.00} is excessive and goes against USAA ‘s written policy regarding fraudulent charge reporting. The investigation into the matter was opened on or around XXXX XXXX and as of XXXX XXXX, I have not received any information or updates about the findings of USAA ‘s investigation or how USAA came to the conclusion that the account holders were liable for the {000.00} in overdraft charges.
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.