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: June 15, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-Issue: Problem with customer service
XX/XX/XXXX I was a victim of identity theft, credit card fraud, etc. The bank issued credits for all the fraudulent charges, reversed them, then re-issued them after some trouble. The provided letters saying all credits were final ~11 months ago. Last month, they decided to charge me back for all the fraudulent charges only on XXXX of my affected cards. I only know this b/c I saw the charged labeled only as ” transfer adjustment ” with no other information provided and called in to inquire as to what these. I then asked for documentation for each charge, as well as a justification. To follow up on XX/XX/XXXX I received written notice from USAA that my email requesting an explanation and any/all relevant information be provided. To this day I have received anything. It ‘s taken more than a month and 20+ phone calls with over a dozen written and verbal requests for documentation. Each request I was notified it would be sent to me. Yet no one was able to actually give me any information. I finally got in touch with someone at the CEO ‘s office who informed me I needed to speak to XXXX . I left over a dozen voicemails for her, and spoke with many associates, including ones in her department who informed me they were unable to reach her but they would be sending her a message to call me back asap as well as my request for documentation. These calls were on and not limited to : XX/XX/XXXX XXXX XXXX XX/XX/XXXX XXXX ( Executive Resolution Dept ) XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX ( CEO ‘ s office ) XX/XX/XXXX XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX ( CEO ‘s office ) These are just from the past few weeks and does not include the countless voicemails I left myself.
Response Type: Closed with explanation
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.