Compiled from Public Data by FairShake
The US government’s Consumer Financial Protection Bureau (CFPB) collects complaints against financial companies.
In 2017, the CFPB received 1093 complaints against USAA. USAA ranked Number 31 among all financial companies for the most complaints.
Date of Complaint: January 27, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TN
Product: Bank account or service
Sub-Product: Savings account
Issue: Deposits and withdrawals
Response Type: Closed with non-monetary relief
Public Response:
Company believes complaint represents an opportunity for improvement to better serve consumers
Date of Complaint: January 27, 2017
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
Full Complaint:
I was delinquent on my credit card acct & entered negotiations XX/XX/XXXX with usaa credit card settlement dept to attempt to settle for less than balance due. on my first conversation i made an offer & usaa countered my offer. on the second contact with usaa a customer service rep named XXXX stopped negotiations when I countered usaa ‘s first offer with the same amt/percentage as my initial offer. XXXX stated that I could n’t counter with the same amt/percentage. I was never told I could n’t submit duplicate counters PRIOR to entering negotiations. after negotiations I filed a cfpb complaint ( case number XXXX ). I got a call the next day from XXXX of usaa & talked with him about the issue. the only thing that came of the conversation was that I got was his direct extension & he asked me to call him directly if any other problems should arise. Fast forward to XX/XX/XXXX, I re-entered negotiations with usaa to settle the same credit card debt for less than balance due & during the course of negotiations on 4 separate occasions usaa customer service reps took my identical offers and countered them contrary to what XXXX had stated XX/XX/XXXX. i finally reached a settlement agreement with usaa XX/XX/XXXX & am currently executing that agreement. I have XXXX issues, first issue that concerns me is 1 usaa rep XXXX may be operating contrary to usaa ‘s operating procedures versus the XXXX other usaa reps that are operating contrary to XXXX by accepting my same negotiation offer amount/percentage. the second issue is that since XXXX I ‘ve been calling XXXX of usaa directly at ext XXXX a minimum of once weekly & leaving messages on his voicemail requesting a call back directly. to this date XXXX XXXX has n’t returned any of my calls. despite my repeated attempts of calling usaa & requesting usaa reps email XXXX directly requesting he call me, I ‘ve not gotten a call from XXXX. I believe my third issue to be the most important, I believe as a direct result of usaa rep XXXX actions of wrongfully ending negotiations XX/XX/XXXX, I ‘ve incurred {0.00} in additional mo pymts, interest & late fees to date that I SHOULD NOT have incurred. I want this issue resolved immediately by either XXXX or a usaa rep with equivalent or higher authority as XXXX XXXX contacting me directly & agreeing to adjust the final XXXX amount to no less than a minimum of a {0.00} reduction.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: January 26, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: PA
Product: Bank account or service
Sub-Product: Checking account
Issue: Account opening, closing, or management
Response Type: Closed with non-monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: January 27, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AE
Product: Credit card
Issue: Transaction issue
Full Complaint:
I have a secured credit card with USAA and when making payment for use available balance USAA allows for indefinite hold on payments as listed in their universal terms and conditions. If do n’t agree with universal terms and conditions funds will not be released to hold on funds with secure card.
Listed is their policy : When we credit Payments. Payments received by us before XXXX Central Time that meet the payment conditions in section XXXX and on your bill will be credited as of the day of receipt. Payments that we accept that do not meet these requirements will be credited within 5 days unless they require special handling. We reserve the right to withhold credit availability on any payment.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: January 25, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AZ
Product: Bank account or service
Sub-Product: Checking account
Issue: Using a debit or ATM card
Full Complaint:
On XXXX/XXXX/2016 I submitted a debit card dispute from my XXXX purchase in XXXX, XXXX. When I got home from XXXX, I read about all these XXXX scams in XXXX-where I purchased from their factory. I read articles that jade is enhanced for mass production and called XXXX and there is no way to tell if the jade is real or not. No one in my XXXX group bought any jade. Only I made a purchase at the jade factory in XXXX. I was concerned that I ‘d been taken for granted by my tour company-who admitted that the tour guide was no professional. Now that I got back from XXXX, XXXX, I realize even more that emeralds are a form of jade. And emeralds have to be very dark and polished to be considered a precious stone that is worth the money I paid. When I hold the jade pendant up to the light, you can see through it. That ‘s not real emeralds or jade. Rep, XXXX XXXX, gave me a temporary credit. Now USAA wants their money back and USAA knows I am traveling again overseas to XXXX because U go through their USAA Explore and TRavel Agency in XXXX, AZ. I feel USAA is retaliating against me for complaining and closing my bank accounts. I closed them because of the fraud charge from XXXX/XXXX/2016 that was not resolved and I felt was an inside job at USAA. I attached the proof that USAA wants their money back but can not find the merchant ‘s rebuttal. In fact, I can guarantee that USAA ( who usually only has ten business days from the date of the dispute ) is retaliating against me. It makes me very angry. I ‘m afraid USAA will re-open my account to make me pay for the {0.00}. I believe I argued for less but XXXX or XXXX wanted me to get all my money back. THey exceeded their ten business days investigation.
Complaint Tags: Servicemember
Response Type: Closed with monetary relief
Public Response:
Company believes complaint is the result of an isolated error
Date of Complaint: January 30, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA
Product: Mortgage
Sub-Product: Conventional fixed mortgage
Issue: Application, originator, mortgage broker
Full Complaint:
I recently attempted to purchase my dream condo with the lender USAA. Consequently, the lender refused to honor both a verbal and written 45 days ” Lock-In-Agreement. ” Instead of honoring the agreement, the company attempted unsuccessfully to change the terms. They increasingly became irritate about the situation and started falsely accusing me of not providing the information that they requested in an attempt to get out of the agreement. When that attempt did not work, they instructed me that I need to withdraw my application — an application that they later admitted did not exist. I was unsuccessful in my goal to purchase the condo due to the company refusal to honor the ” Lock-In-Agreement. ” Is there anything that I can do about the situation other than just complaining to your organization or suing? Please help. Thanks.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: January 30, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA
Product: Bank account or service
Sub-Product: Checking account
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: January 25, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
Product: Credit card
Issue: Credit card protection / Debt protection
Full Complaint:
Hacked my bank ( USAA ) and had a credit card sent to the XXXX. The email of this person was XXXXXXXXXXXX, I know this because he changed my primary email to his.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: January 26, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MS
Product: Bank account or service
Sub-Product: Checking account
Issue: Account opening, closing, or management
Full Complaint:
On XXXX XXXX, 2016, USAA bank restricted my access to my bank accounts. The bank subsequently closed my accounts. They told me they sent a check to my address on XXXX XXXX. Over the course of the past 2 months I have spoken with the bank in 29 phone calls. When I spoke to the bank today, the representative told me the bank sent the check to the wrong address. He went on to tell me the bank could not stop payment on the check. He said I would have to wait another 90 days. At that point the bank will issue another check, and mail it to me.
The bank has approximately {000.00} of my money. I need that money. They have held it from me for 2 months. Now they are planning to hold it for another 3 months. Surely, the bank has the ability to cancel the check they sent to the wrong address. They have the ability to mail, wire, or ACH the money to me. They are hiding behind policy and choosing not to return my money to me in a timely manner. Further, since the bank restricted my access to my accounts, they have not provided me monthly account statements.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: January 27, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
Product: Credit card
Issue: Delinquent account
Full Complaint:
I have proof in phone records that USAA collection department called me less than 5 minutes apart about a credit card payment due. The two that I spoke with stated that I was 33 days late. I was only 10 days late. I ‘m very disappointed is the call. Usaa is suppose to be a good bank for military.
Response Type: Closed with monetary relief
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.