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: February 17, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: KS
Product: Credit reporting
Issue: Incorrect information on credit report
Sub-Issue: Account status
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: February 17, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AZ
Product: Credit card
Issue: Closing/Cancelling account
Response Type: Closed with monetary relief
Public Response:
Company believes the complaint is the result of a misunderstanding
Date of Complaint: February 13, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: None
Product: Bank account or service
Sub-Product: Checking account
Issue: Deposits and withdrawals
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: February 16, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MD
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: February 16, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: SD
Product: Credit card
Issue: Billing statement
Full Complaint:
I have a credit card account with USAA XXXX. I used the no paper option and conducted all business with them online. Last year I began to have problems with their security system. For reasons I am unable to understand, they began to lock me out of my online account. After the second time this happened, I decided to close the account. I wrote a letter to them dated XXXX/XXXX/XXXX requesting that they close the account and send me a final paper statement. I received no response. On XXXX/XXXX/XXXX I wrote a second letter, requesting the same thing and specifically revoking the ” paperless ” option for all my accounts with them. Again, I have received no response. Since, I am locked out of my online account, I ca n’t determine if there is any final balance on the account, and if so, how much.
Complaint Tags: Older American, Servicemember
Response Type: Closed with monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: February 18, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CO
Product: Bank account or service
Sub-Product: Checking account
Issue: Deposits and withdrawals
Full Complaint:
I ‘m not certain if this is a USAA banking issue or a general banking issue, but it is an issue. I deposited a check via mobile banking on XX/XX/XXXX. I should have shredded the check right away but USAA said it could take 3 business days for them to accept the deposit. I set the check aside, then XXXX happened. On XX/XX/XXXX my husband saw the check and thought I had n’t deposited it yet. He took it to a local bank and somehow it was deposited into a seldom used savings account. Neither my husband or I realized this had occurred. On XX/XX/XXXX USAA deducted the deposit that was made on XX/XX/XXXX from our account and said it was a duplicate deposit. They could n’t tell me anything else, where and when the other deposit was made, etc. Of course, my first thought was that someone must have stolen the check and deposited it somewhere. I looked at the details of the XXXX other checking accounts we have and there was no duplicate deposit. I did n’t think to look in that savings account as the only transactions there are automated savings deposits and we do n’t even have deposit slips for it. However, to be sure I pulled up the info on all of our accounts including that one, and there it was. How it went there is still a mystery but that ‘s our issue. My point is that while the mistake was absolutely ours, in these days of so much theft and fraud it would have been helpful if USAA could have given us the information about the duplicate deposit – bank and date of the duplication. If it is a Federal rule to either not provide that info to USAA or to not allow USAA to provide the info to the consumer, maybe that can be changed. Thank you for considering this issue.
Response Type: Closed with explanation
Public Response:
Company believes complaint represents an opportunity for improvement to better serve consumers
Date of Complaint: February 16, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: IL
Product: Bank account or service
Sub-Product: Other bank product/service
Issue: Account opening, closing, or management
Full Complaint:
I have been a member of USAA since XX/XX/2003. Last year, I filed for bankruptcy, of which USAA credit card was one of them. Soon after it was discharged, I tried to log on to my account, and received this message : ” According to our records you filed bankruptcy and we can not collect certain debts. To obtain access to your existing accounts you may log on by clicking proceed below. ” I was then taken to their mobile site, which limits what I can do, such as receiving documents. This has impacted actions that have needed to get done, such as paying my mortgage bill.
I also found out that for some reason, I was never able to reaffirm my mortgage, even though I gave them permission to speak with my attorney and gave his information. I wanted to reaffirm my mortgage to show my good faith.
Since then, I have received sub-par customer service. For instance, my mother passed away, and I had her on one of my accounts. They sent me paperwork to have her removed. I sent it in, but apparently, I was missing a document. No one bothered to let me know until I tried to add my husband to the account.
Another interesting thing I have since noticed is the order in which they apply transactions. It seems they pay the larger ones first, and then the smaller ones. I thought they were supposed to pay as they came in, but they are not doing that.
My experience with USAA lately has been frustrating and humiliating. I have other accounts with other banks, and I have full access to their websites. I truly believe because of the bankruptcy, I am receiving the bare minimum of customer service. USAA says they are there for service member and their families, but they ‘re not.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: February 17, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NY
Product: Bank account or service
Sub-Product: Savings account
Issue: Account opening, closing, or management
Full Complaint:
I recently opened a saving account with USAA and has deposited {00.00} in it. But I ca n’t withdraw money from the account because USAA said I did n’t provide proper proof of address. I have sent multiple proof of address and other documents to USAA and called its customer service at least six times, and it promised to call me back ; but as of today, it has never called me back and I still can not withdraw any money from the account.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: February 16, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AZ
Product: Bank account or service
Sub-Product: Checking account
Issue: Account opening, closing, or management
Full Complaint:
I would like to close the checking account ending in XXXX. I spoke with XXXX, XXXX., XXXX, XXXX, as of XX/XX/XXXX, and am being told that my checking account will be closed. I would like to keep the lines of communication open so as to see why they would not qualify me to close the checking account. They seem to want to hold onto the {0.00} and apply to car insurance and keep me a customer. I still am car insurance customer. I ‘ve been hospitalized before XX/XX/XXXX when I asked to close USAA account and female rep called the police on me and i got processed through XXXX, discharged, and USAA was so mean to me thereafter accusing me constantly of being XXXX. It ‘s made me very XXXX to deal with USAA and have XXXX. And the XXXX have sent me to XXXX and caused XXXX and me to be uncomfortable. I feel so discriminated against by USAA. confirmation number : XXXX and will send check to po box in XXXX, az and will reflect XX/XX/XXXX. I would like to keep lines of communication open unit I receive check and account has been closed for 90 days. I do n’t know why the reps have been so difficult and treated me rudely. They really XXXX and caused me some uneeded XXXX in XXXX amongst XXXX. Not to mention, XXXX XX/XX/XXXX and REP PLACED CALL TO XXXX POLICE AND oFFICER XXXX. When I relocate XX/XX/XXXX, I hope to find a better car insurance company. I can not believe they would be so insensitive and try to make me unsafe and seek XXXX and XXXX just to remain customer.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: February 15, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NJ
Product: Credit card
Issue: Credit determination
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.