June 2017 Complaints Against USAA

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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Complaint Details:

Date of Complaint: June 28, 2017

Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION

State: IL

Product: Checking or savings account
Sub-Product: Checking account

Issue: Managing an account
Sub-Issue: Problem using a debit or ATM card

Full Complaint:
I was notified via text message from USAA of possible debit card fraud on Thursday, XXXX XXXX, 2017 at XXXX XXXX. I immediately replied to the text that – yes the charges were, in fact fraudulent. The fraudulent charges totaled {00.00} – nearly {00.00}.

Given that USAA prides itself on good customer service, I expected that I would be given provisional credit, until the dispute could be investigated. USAA does not have many brick and mortar branches, so I moved my household account there because I had expected they would put their money into superior customer service. However, I am wrong in my assumption.

After the text on XX/XX/XXXX and my subsequent call to them on the same date – I did not hear anything back from them. No phone call, no text – no email. I checked my account every day and noticed that although the charges stated pending – the monies were deducted from my available balance. It was n’t until today, XX/XX/XXXX ( 5 days later ), when I called them to find out about the status of my claim.

I was told today and my account revealed that USAA had finally reimbursed me for the fraudulent charges.

I am so disappointed in USAA ‘s lack of customer service. No calls, texts, no communication as to the status of my dispute claim for fraud. This was clearly fraud. There should be an algorithim to detect that this was out of pattern for my profile. This is unacceptable customer service. I am so surprised with this treatment. Most banks will give provisional credit and then investigate the claim.

Wow – I still can not believe the lack of customer service. I will not be using my USAA debit card anywhere. Only for ATM withdrawals.

I hope that USAA Senior Management sees this complaint Regards, XXXX XXXX

Company response:

Response Type: Closed with explanation

Public Response:
Company believes it acted appropriately as authorized by contract or law

Complaint Details:

Date of Complaint: June 27, 2017

Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION

State: NC

Product: Checking or savings account
Sub-Product: Checking account

Issue: Managing an account
Sub-Issue: Deposits and withdrawals

Company response:

Response Type: Closed with explanation

Public Response:
Company believes it acted appropriately as authorized by contract or law

Complaint Details:

Date of Complaint: June 28, 2017

Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION

State: MN

Product: Debt collection
Sub-Product: Credit card debt

Issue: Attempts to collect debt not owed
Sub-Issue: Debt is not yours

Company response:

Response Type: Closed with explanation

Public Response:
Company believes it acted appropriately as authorized by contract or law

Complaint Details:

Date of Complaint: June 28, 2017

Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION

State: TX

Product: Checking or savings account
Sub-Product: Checking account

Issue: Closing an account
Sub-Issue: Company closed your account

Company response:

Response Type: Closed with non-monetary relief

Public Response:
Company believes it acted appropriately as authorized by contract or law

Complaint Details:

Date of Complaint: June 28, 2017

Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION

State: VA

Product: Mortgage
Sub-Product: Conventional home mortgage

Issue: Closing on a mortgage

Full Complaint:
[ THIS IS A RESUBMISSION OF COMPLAINT NO. XXXX, FILED AGAINST XXXX ON XX/XX/XXXX. ] On XX/XX/XXXX, we refinanced a home with USAA ( d.b.a. XXXX XXXX XXXX XXXX ). Because we just today sold the home and pulled out some old paperwork, we realized we were never contacted by USAA after we complained during the closing that we had never obtained a Good Faith Estimate. Thus, when the HUD-1 arrived, we were surprised by some of the numbers. When we told the settlement agent, she advised that we write on the closing documents that a GFE had not been received, and that she would speak with the lender about it. ( The lender also said we could delay closing but that our rate lock would expire if we did so. ) If there is anything that can be done at the juncture, we would appreciate it.

Complaint Tags: Servicemember

Company response:

Response Type: Closed with explanation

Public Response:
Company believes it acted appropriately as authorized by contract or law

Complaint Details:

Date of Complaint: June 28, 2017

Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION

State: CO

Product: Vehicle loan or lease
Sub-Product: Loan

Issue: Getting a loan or lease
Sub-Issue: Credit denial

Complaint Tags: Servicemember

Company response:

Response Type: Closed with explanation

Public Response:
Company believes it acted appropriately as authorized by contract or law

Complaint Details:

Date of Complaint: June 27, 2017

Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION

State: GA

Product: Checking or savings account
Sub-Product: Other banking product or service

Issue: Closing an account
Sub-Issue: Company closed your account

Complaint Tags: Servicemember

Company response:

Response Type: Closed with non-monetary relief

Public Response:
Company believes complaint is the result of an isolated error

Complaint Details:

Date of Complaint: June 28, 2017

Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION

State: NV

Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card

Issue: Struggling to pay your bill
Sub-Issue: Credit card company won’t work with you while you’re going through financial hardship

Full Complaint:
I have tried to speak with USAA and was directed to the department that does Long Term Assistance. I went through the process and the financial information as well. I was put on hold for an extreme amount of time. After speaking with the agent I was told congratulations have good news. She informed me if I could ask my Aunt to loan me more money I could qualify for assistance. I know this is wrong because I do the same thing at another bank. I know this is against the Graham Leach Bliley act. This is UNFAIR AND DECEPTIVE. USAA has constantly done things to thwart my asking for assistance. I as even informed that my account would be re mediated and was informed I would be contacted by the Office of the President. I am appalled that a bank can operate like this. I am the consumer that is asking for help to pay back his obligation however the bank could care less. I have many emails and I am asking for this to be investigated this is illegal. I have asked for Cease and Desist and still get calls. I know under the FDCPA that they cant continually call me. I have tried many times and constantly transferred. LISTEN TO THE CALLS PEOPLE YOU WILL SEE THAT CUSTOMER ARE BEING LIED TO AND THIS IS UNFAIR. Graham Leach Bliley ACT prevents a creditor to be biased and unwilling to assist. It also is against UNFAIR and DECEPTIVE ACTS.

Complaint Tags: Servicemember

Company response:

Response Type: Closed with explanation

Public Response:
Company believes it acted appropriately as authorized by contract or law

Complaint Details:

Date of Complaint: June 27, 2017

Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION

State: TX

Product: Vehicle loan or lease
Sub-Product: Loan

Issue: Managing the loan or lease
Sub-Issue: Billing problem

Full Complaint:
My USAA member ID is XXXX and I have an auto loan with USAA. Recently in violation of many consumer protection laws, USAA restricted my access to USAA.com and cancelled / closed my credit and banking accounts. This poses a problem as I have never received a billing or account statement in writing from USAA for my auto loan. It was set up to all be completed electronically, were the statements are available on usaa.com and all payments are auto debited from my USAA checking account.

This is an issue as now USAA has closed my checking account, so automatic payments are not possible going forward. I called in to request assistance with this as I do not know the amount, or where to send my car payments to keep it current going forward. I was told automatic payments would be stopped and I ‘d begin receiving paper statements. I have to to receive any statements from USAA for my Auto Loan. Most recently I called in today on X/XX/2017 and after being transferred several times I spoke with XXXX. She informed me Paper Statements could and would not be sent to me as I agreed to receive all statements via USAA.com at the load origination and she was unable to change it. I requested the payment amount, address to send it to and billing history be sent to me at my home/billing address. She informed me that could not be done I needed to view it all on USAA.com. This poses a problem as USAA restricted my access to USAA.com making it impossible for me to do.

So now, I am unable to pay for my auto loan, view past payments or even know where or how much to send. I ‘ve requested this in writing many times and have not received anything. By USAA ‘s own intentional actions they have intentionally prevented me from being able to meet my obligations, despite my many attempts to find a legal and fair way to do so.

Company response:

Response Type: Closed with explanation

Public Response:
Company believes it acted appropriately as authorized by contract or law

Complaint Details:

Date of Complaint: June 28, 2017

Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION

State: CA

Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card

Issue: Advertising and marketing, including promotional offers
Sub-Issue: Didn’t receive advertised or promotional terms

Company response:

Response Type: Closed with explanation

Public Response:
Company believes complaint represents an opportunity for improvement to better serve consumers

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.