July 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: July 18, 2017

Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION

State: CO

Product: Mortgage
Sub-Product: Home equity loan or line of credit (HELOC)

Issue: Trouble during payment process

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: July 17, 2017

Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION

State: TX

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: Card was charged for something you did not purchase with the card

Full Complaint:
In a statement sent to me in XXXX my balance reflects a balance of {0.00} of which there was still an outstanding billing dispute for over {0.00} as well as a charge for a service provided by USAA which I am prevented from receiving. This statement had a due date of XXXX / XXXX /17. Upon receipt of this statement my account had already been closed by USAA for a month, preventing me from using it further. Despite this, I have not received any new statements however on my credit report this VISA account is being reported with as having a balance of {00.00} as of XXXX / XXXX /2017. As this account was already closed as of the date of the previous statement, and I have yet to receive any new statements or explanation I must raise a complaint about the billing practices employed by USAA. Furthermore, XXXX / XXXX /17 I was informed USAA would be issuing credits for the previously disputed charges which were charged back onto my account in violation of the fair billing practices. Instead I only see balances increasing on accounts which USAA closed, while not being given an explanation, reason or justification for these phantom charges.
These accounts were in dispute, and closed as a direct result of my first complaint to the CFPB, which itself was also a violation.

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: July 14, 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

Full Complaint:
WIthout notice or reason USAA closed my checking account. Prior to this they restricted my online account access preventing me from transferring money or using the bill pay service. However a rep went through the charges on my account to verify over the phone. As my online account access was frozen in XX/XX/XXXX , preventing me from using the bill pay or electronic transfer services provided with the account. I requested further information regarding an ACH Debit on XX/XX/XXXX as it had no identifying information, and it would have been impossible for me to initiate the transaction electronically. The ACH was for {00.00}. To date I have not received any information regarding this ACH debit.

Additionally, USAA charged me an {.00} fee to send me a check to provide the funds which were held in the account for months. As they closed they account they should have provided my funds without a service fee and as soon as the account access was restricted.

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: July 17, 2017

Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION

State: PA

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

Issue: Problem caused by your funds being low
Sub-Issue: Non-sufficient funds and associated fees

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: July 14, 2017

Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION

State: MI

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

Issue: Trouble using your card
Sub-Issue: Credit card company won’t increase or decrease your credit limit

Full Complaint:
On XX/XX/XXXX , I applied for a USAA Limitless Cashback Rewards Visa Signature credit card. The application was declined, with the following reason provided : Maximum credit extended. I inquired to USAA if I could be approved for the card by reallocating a portion of the credit limit on an existing USAA credit card to the new one. USAA responded that it would be possible to lower the credit limit on the existing card and reapply for the new card. I agreed to have the credit limit on my existing card lowered by {00.00} on the condition that the application for the new card be reconsidered, so that a second hard inquiry on my credit report would not result. USAA proceeded to lower the credit limit on my existing card by {00.00}, but informed me that a new application would be required for the new cardwhich would result in a second hard inquiry to my credit report. I would have expected that USAA would have confirmed if a new application was required before taking the action to lower the credit limit on my existing card, and was surprised by the poor interpretation and communication about the original request. When I informed USAA that I did not want to proceed with a new application on the basis of it causing a second hard inquiry, USAA refused to reinstate the {00.00} credit limit on my existing card.

While I appreciate that USAA took the time to consider a rather unusual request to reallocate a portion of my existing credit limit, I made it very clear that I did not want to incur a second hard inquiry on my credit report while attempting to be approved for the new card. As Im sure USAA is aware, a hard inquiry negatively affects ones credit score. I did not want this exchange to leave me with two h ard inquiries on my credit re port ( one was a lready pulled with the initial application ). Furthermore, since the basis for the decision of the initial application appears to have been made based on a USAA policy ( maximum credit extended ) rather than my creditworthiness, I see no reason for USAA to have required a second hard inquiry to reconsider the application after the reduction of the credit limit of my existing card.

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: July 13, 2017

Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION

State: NJ

Product: Payday loan, title loan, or personal loan
Sub-Product: Installment loan

Issue: Problem when making payments

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: July 14, 2017

Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION

State: FL

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

Issue: Managing an account
Sub-Issue: Problem accessing account

Full Complaint:
USAA bank has been my primary bank fo r 7+ years, and the communication speed of their online services is very slow.

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: July 17, 2017

Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION

State: TN

Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-Product: Credit reporting

Issue: Incorrect information on your report
Sub-Issue: Account information incorrect

Full Complaint:
XXXX XXXX IS REPORTING DELINQUENCIES OF 30 AND 60 DAYS ON MY CONSUMER REPORT. IT HAS DAMAGED NY CREDIT SCORE BY XXXX POINTS.
I CALLED THEM AND THEY SAID THERE ARE NO SUCH ITEMS BEING REPORTED.
HOW DOES THIS GET FIXED? THE XXXX BUREAUS SHOW IT. XXXX SAID IT IS N’T SO.

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: July 14, 2017

Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION

State: TX

Product: Debt collection
Sub-Product: Auto debt

Issue: Communication tactics
Sub-Issue: You told them to stop contacting you, but they keep trying

Full Complaint:
have told them that I will pay once I receive the money from the buyer to settle this debt

Complaint Tags: Older American, Servicemember

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: July 14, 2017

Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION

State: None

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

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

Company response:

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.