If you have an issue with USAA, you’re not alone.
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.
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Date of Complaint: June 26, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-Issue: Credit card company isn’t resolving a dispute about a purchase on your statement
Can you please forward this to the appropriate party. My USAA number is XXXX and my most recent XXXX statement Account ending in XXXX shows a MUCH MUCH higher balance than last months statement. The difference is way more than the total sum of all new charges, especially when you take payments made into account. I have repeatedly requested documentation on this account as well opened several billing disputes on this as well as my platinum visa card. However, despite the obvious violation of consumer protection laws including those found in regulation Z all the accounts were frozen and closed prior to settling the billing disputes. All requests for documentation has been ignored as well as all requests for a detailed explanation for these actions. I am requesting once more all related documentation, a clear in depth detailed explanation for USAAs actions, USAA to remove the negative information it has placed on my credit reports as a result, and to update said information noting the accounts are under dispute. I also ask for the last 6 credit card statements be mailed to me as I am no longer able to view or pay them online.
I would also like clarification as to why USAA states on its website the following : 3 XXXX liability policy : You are not liable for unauthorized use that is reported to us. Unauthorized use means the use of a credit card by someone other than you who does not have actual, implied or apparent authority for such use and from which you or any member of your family does not receive a direct or indirect benefit. We will follow the requirements of the federal Truth in Lending Act and Nevada law to determine if a charge is unauthorized.
As I am being held accountable for purchases I notified USAA where not authorized, I have no actual evidence, proof or actionable method of knowing who the actual assailant was using my card without authorization. I merely have an educated guess narrowing down the possible culprit down to 3 parties. However, there is no evidence and I my guess could very well be completely wrong. Last I checked the burden of proof rested with the bank. Furthermore, at most by law USAA has 90 days to settle all billing disputes. This is over 12 months old, and therefore no longer able to be reversed regardless of any new evidence, theory, thought or concerns may have arisen. I say all this believing the discrepancy in my account balance is due to a reversal of fraudulent charges credited to me last year. Yet I have not received anything in writing to that affect or notifying me the charges were reversed. I have not received any documentation, clarification or statements to explain the massive discrepancy in the balance. Nor have I received any detailed explanation or legally justified reason for the closing of all my USAA accounts without warning. This includes my Checking account which my social security check is direct deposited into and I Have been unable to access now for two months.
I demand USAA begins to actually abide by the law, reverse all negative actions and information reported, re-instate my online access and my accounts immediately. Furthermore, I request compensation for the hardships, fees, penalties and time dealing with USAAs refusal to even communicate or return phone calls has cost me.
Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX
Response Type: Closed with explanation
Company believes complaint is the result of an isolated error
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.