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: July 19, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-Product: Credit reporting
Issue: Incorrect information on your report
Sub-Issue: Account status incorrect
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: July 18, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Checking or savings account
Sub-Product: CD (Certificate of Deposit)
Issue: Managing an account
Sub-Issue: Funds not handled or disbursed as instructed
Full Complaint:
I have a friend who is a resident of XXXX and has accounts in the United States at 2 financial institutions. One of the institutions being USAA. I have power of attorney for my friend at USAA. Just this year they have started withholding taxes on his CD and Savings accounts even though he has a XXXX XXXX form on file and it is up to date. The form he has always used to not have taxes withheld. This form allows him the benefit of not having to pay taxes on any interest or dividends accrued on accounts because he is not a US citizen and does not live here or have any type of business. I have contacted USAA on several occasions regarding this matter and they are unfamiliar with the form and have stated they had an audit in XXXX of 2016 and deemed it appropriate to start withholding taxes because he is the primary on the account. Of course he is, it is his money and because of the treaty between XXXX and the United States he has the ability to be tax exempt. His other bank does not have a problem with this form and still honor it. The XXXX XXXX form is very clear he is tax exempt.
Sincerely
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes complaint is the result of an isolated error
Date of Complaint: July 19, 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:
In XX/XX/XXXX USAA restricted my online access to all my accounts including my auto loan. At the time I was signed up for online billing, however after my online access was restricted I requested physical statements be sent to me immediately, as my auto loan was auto paid from my usaa checking account which USAA subsequently closed. I was told by agents of USAA they would send me the statements over 12 different times. However, as of XX/XX/XXXX over two months later I have yet to receive a single statement. Furthermore, I am unable to access the statements online, thus have no documentation showing what I owe, where and when to send the payment. Most recently I spoke with XXXX from the CEO ‘s office who informed me I would not be charged a late fee, and nothing negative would be reported as long as it did not go 30 days past due. The loan is already 15 days past due and I still have not received any statements. Even if the statement were to be sent out today there would be no grace period between when I receive the bill and when it is due as required by the fair billing practices act. For some reason USAA has refused to provide me with billing statements for this auto loan, and has refused to allow me access to it online. Furthermore, I get calls every day at XXXX XXXX now telling me it is past due and needs to be paid immediately as it ‘s past due. Yet they are unable to send a statement.
Response Type: Closed with monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: July 19, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MO
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-Issue: Problem during payment process
Full Complaint:
I have a credit card with USAA Federal Savings Bank. I have had the card for well over five years and have never missed a payment. I received a call on XX/XX/XXXXfrom a collection agent telling me that I had failed to make my payment. I immediately scheduled an online payment from my account at a different institution effective for XX/XX/XXXX in the amount of {0.00}. I then chatted with a representative from USAA and once she looked at my account waived the late fee because I have never been late on a payment. The payment of {0.00} was effective for Friday XX/XX/XXXX. Once the payment was applied it should have made my balance on the card {00.00} giving me an available balance of {.00}. When I checked the account on XX/XX/XXXX my available balance was still showing a negative {.00} credit. I started a chat session with XXXX XXXX and was told that due to my card being over the limit by {.00} and my payment being missed they had placed a hold on my ACH payment that was effective on XX/XX/XXXX and it would not be released until XX/XX/XXXX. That is 7 days after my ACH payment was made. XXXX XXXX told me he was sorry and that there was nothing they could do about it. This is the first time I have ever had a missed payment and I remedied the situation as soon as I realized my mistake. Holding my ACH payment for 7 days is excessive. An ACH payment only has a two day window where it can be returned by the paying bank.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: July 19, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: WA
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-Issue: Problem during payment process
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: July 19, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MI
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-Product: Credit reporting
Issue: Incorrect information on your report
Sub-Issue: Account status incorrect
Full Complaint:
A credit card I had with USAA Savings Bank was charged off in XX/XX/XXXX while I was serving as an XXXX XXXX in XXXX. USAA issued a ” Cancellation of Debt ” XXXX to the IRS and myself on XXXX where I have already paid income taxes on the amount charged off. USAA however is still reporting to all the credit reporting agencies the same debt with an outstanding and Past Due balance for the same amount charged off in XXXX. I am in the final stages of getting a VA mortgage approval but USAA is unwilling to show the account with a XXXX Balance and noted they still intend to report the account as unpaid which is preventing me from a VA Loan approval. Several calls have been made to get this resolved but USAA is not willing to correct the information reporting to the credit Bureaus.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: July 20, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: SC
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Deposits and withdrawals
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: July 20, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: OH
Product: Checking or savings account
Sub-Product: Other banking product or service
Issue: Opening an account
Sub-Issue: Unable to open an account
Full Complaint:
USAA Says someone opened an account using my information. They accepted the fraud claim, and all liabilities have been lifted. However I since no fault of my own, am unable to open an account there.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: July 19, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: IL
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-Issue: Card opened as result of identity theft or fraud
Response Type: Closed with non-monetary relief
Public Response:
Company believes complaint is the result of an isolated error
Date of Complaint: July 20, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: WA
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Closing your account
Sub-Issue: Company closed your account
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.