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: March 28, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Credit card
Issue: Identity theft / Fraud / Embezzlement
Complaint Tags: Servicemember
Response Type: Closed with non-monetary relief
Public Response:
Company believes complaint is the result of an isolated error
Date of Complaint: March 24, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Bank account or service
Sub-Product: Checking account
Issue: Deposits and withdrawals
Full Complaint:
Last year I found out my daughter had some fraudulent charges on her USAA checking. When we initially opened the account she was a minor and the account was put under my name. Last year I was checking my accounts and noticed that there was a check deposited for around {000.00}. There were also XXXX charges to XXXX different XXXX for about {00.00} each. I immediately contacted my wife to cancel the card ( I was stationed in XXXX at the time ) and I called the USAA fraud department to file a claim. Over the next few days we waited for someone to get in touch with us to figure out what the problem was. During this time my daughter made a police report to the XXXX Texas Police Department.
A few weeks after the fraudulent activity I noticed I did n’t have full access to all my USAA accounts ( Car Insurance, Home Insurance, Credit Cards, and banking ). Once again I called to see what the problem was. That ‘s when I found out that USAA was holding my daughter and me responsible for paying back the funds. I ‘ve pleaded to them numerous times about why we ‘re being charged for something we had no knowledge of. All the reps I have spoke with said my daughter was not the one who did the fraudulent charges, but somehow she was still negligible.
Their security practices are terrible. My wife has been issued numerous bank cards because of security issues. My son had a fraudulent charge in XXXX when he was at college in XXXX.
I ‘ve been with the company for XXXX years and I ‘ve never had any problems until I started banking with them.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: March 26, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: OH
Product: Credit card
Issue: Delinquent account
Response Type: Closed with non-monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: March 24, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TN
Product: Bank account or service
Sub-Product: Checking account
Issue: Using a debit or ATM card
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: March 27, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NH
Product: Consumer Loan
Sub-Product: Vehicle loan
Issue: Managing the loan or lease
Full Complaint:
I have an auto loan with USAA. The funds are electronically transferred from my account with XXXX to USAA. This was done for the last required payment on XX/XX/2017. I received a letter in the mail from USAA on XX/XX/2017. I immediately checked with XXXX and reviewed my statements which showed the car payment had come out of my account and been transferred to USAA. I called USAA and they checked and it had not been posted to any of my other accounts. They requested XXXX fax them a copy of my statement showing the deduction from my account and the transfer form. XXXX did that the same evening, XX/XX/XXXX. I was told initially it would take XXXX business days to rectify the situation. It is now XXXX, XXXX days later and no resolution. I just got my email statement showing no resolution and that a late charge has been applied. I have had XXXX auto loans with USAA and never missed a payment. I also have a credit card and have never missed a payment. This is an in-house problem for USAA. My car payment should have been immediately credited to my account based on documentation XXXX provided, while USAA straightened out its own internal mess. I will not get an auto loan with them again based on this experience.
Response Type: Closed with monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: March 25, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Credit card
Issue: Customer service / Customer relations
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: March 24, 2017
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
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: March 23, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Credit card
Issue: Identity theft / Fraud / Embezzlement
Full Complaint:
Usaa unfairly closed my account due to fraud which i did not commit and vague basis so now they sinister ways closed my account for good without merit or evidence and just assume i abuse and fraud their account and just misunderstanding the account the operator told me to close credit card and get a new card not knowing she was leading to the wrong direction on how to handle card fraud she told me to. Close account anyway just to be safe and the bank think I was misleading them which I did not intend to do because they saw the other transaction I admit I did but was confused on the other transaction so I followed the USAA operator and I closed the credit. Card to get new XXXX and now they closed my account because of fraud and mismanagement so that was unfair and unjust I ‘m so frustrated now they gona close my bank accounts too and not do business with me all because the lady told me to closing knowing full well there was a big chance USAA will close the account it was disrespectful for a banking institution to do that at their discretion without credible reason and evidence it ‘s sad and unfortunate and it right now they want to no longer with. Me I. Ca n’t even dispute. My them all in deaf ears it ‘s so rude too
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: March 25, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MS
Product: Consumer Loan
Sub-Product: Vehicle loan
Issue: Taking out the loan or lease
Full Complaint:
In XX/XX/XXXX, I agreed to co-sign for my son ‘s USAA Consumer Lending auto loan. My son, being in XXXX and myself in XXXX XXXX he was apparently allowed to e-sign for me but I did receive a call from USAA to secure my identity and ensure my consent as co-signer.
In XXXX, USAA consumer lending allowed my son to refinance this loan without my knowledge or consent. I was unaware of this for several months and have made numerous attempts to have myself removed from this loan without success to include a letter from my attorney on XX/XX/XXXX requesting proof pursuant to the ESIGN and XXXX acts as well as state law. I confirmed this letter was on file on XX/XX/XXXX and was being investigated by the consumer lending fraud department to whom I ‘ve never been able to speak and been dropped from the call to consumer lending after being on hold for lengthy periods. Recently I ‘ve discovered that there is no consumer lending fraud department, just a fraud department. I ‘ve been given several reasons USAA consumer lending department insist I ‘m co-signer on the loan legitimately such as : We sent you an e-mail and you did n’t reply with objections, you agreed to do business electronically and receive documents electronically. Your son gave us the last XXXX digits of your SSN ( further questioning of requirements in this phone conversation, USAA consumer lending said I had to be in the same room where my son e-signed. I was in XXXX and he was in XXXX.
I the mean time I ‘ve received derogatory information on my credit report and a threatening letter from USAA. I have been with USAA for almost 30 years and always received fair and respectful treatment, until now. Only the consumer lending department, quite a few representatives, have lied or misinformed me.
Response Type: Closed with non-monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: March 23, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
Product: Mortgage
Sub-Product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account
Full Complaint:
Bad Customer Service and Withholding of funds due to the mistake in calculations and inexperienced representative ( s ).
On XX/XX/2017 I provided Proof of HO Insurance to the USAA representative. Same date I was advised that my escrow wil be recalculated and that the check with the amount to pay for the insurance will be sent to the Insurance company. Immediately I contacted the rep and advised that I already paid the full amount for the insurance. Representative advised that the check was issued and they can not stop it and that I will need to get in touch with the insurance company to get my money back. This doubled my mortgage payment and took 60 days and still i have not received anything back.
I have been in contact with USAA representatives ( at least XXXX different reps ) since XXXX. Every single time i am told that the conversation was recorded and the records to my account were updated to recalculate amount and that i will receive information within 2 weeks. But every single time i called /wrote back, new representative asked the same set of questions and advised that this should be taken care of and will take another 2 week. I also have a string of e-mails reflecting the same. Escrow amount had to be recalculated 4 times because they kept making the same mistake. Once finally amount was recalculated and they figured out what they need to disburse back, the check never came. I was advised that it was issued on XX/XX/2017, but when i reached back on XX/XX/2017 i was advised that they can stop payment on that check and re-issue new one. I font believe that that check was ever sent. Again, the rep. advised it will take -3 business days to cut that check and another day for delivery. It has been over 60 days and no one even bothered to make sure it is prioritized.
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.