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: August 25, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NC
Product: Money transfer, virtual currency, or money service
Sub-Product: International money transfer
Issue: Money was not available when promised
Full Complaint:
Usaa would n’t credit my account with an international wire even though I had documentation proving it was mine. The company wo n’t do anything to help me
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: August 27, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NH
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
Full Complaint:
I am the durable power of attorney for my mother. She has XXXX XXXX and was declared by her doctors on X/X/17 to be incapable of conducting her own affairs. The doctor supplied documentation to that effect. That documentation as well as the POA paperwork was supplied to USAA where she holds a credit card account. Despite notations on her account that no changes are to be made without authorization by the POA, changes have been made on a daily basis per her request with no effort whatsoever to contact the POA. I have been told on multiple occasions that despite the supporting documents, she as a member, still has a right to authorize changes. This is catagorically incorrect. This is a woman who had the foresight to put measures in place while she was sound of mind, to see to it that she and her finances were protected-even from herself. Call center staff are making their own decisions with regard to the legality of the situation and are putting she and her finances at tremendous risk. I do n’t know how to stop it since I have been informed that there is no way to eliminate her membership.
Response Type: Closed with explanation
Public Response:
Company believes complaint is the result of an isolated error
Date of Complaint: August 25, 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
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: August 28, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
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: August 28, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AZ
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-Issue: Charged too much interest
Full Complaint:
This complaint relates to the credit card issuer improperly charging interest on a cash advance and failing to apply payments to the highest interest-rate balance first, as required under the federal Credit Card Accountability Responsibility and Disclosure Act of 2009.
I have a credit card issued by USAA Federal Savings Bank, issued in XX/XX/XXXX, that was offered with an introductory 0.00 % interest rate on balance transfers through XX/XX/XXXX.
I made XXXX balance transfers to this card, XXXX for {000.00} on XX/XX/XXXX, and XXXX for {00.00} on XX/XX/XXXX. Both of these are subject to the 0.00 % interest rate.
Additionally, on XX/XX/XXXX, I used the card for a cash advance of {00.00}. That cash advance is subject to an APR of 8.9 %.
On XX/XX/XXXX, I made a payment of {00.00}. On XX/XX/XXXX, I made a payment of {00.00}. Neither of those payments were applied in full to the cash advance. Instead, only {0.00} was applied to the cash advance, and the rest of the payments were applied to the zero-interest balance transfers.
When I spoke with USAA customer service representatives on the phone, once in XX/XX/XXXX and again onXX/XX/XXXX ( after receiving the latest bill ), they said that the payments were being applied to the earliest charge first ( the balance transfers ), and would continue to be so applied until those are paid off in full, and would only be applied in full to the cash advance balance after that. In the meantime, they informed me, USAA intends to continue to charge me interest at an 8.9 % APR on the cash advance.
I pointed out to the USAA representatives that such a policy and practice is violates the federal Credit Card Accountability Responsibility and Disclosure Act of 2009. That law clearly requires credit card issuers to apply any payments in excess of the minimum to the highest-interest balance first. That law explicitly includes cash advances.
Since USAA has declined to correct this misapplication of my payments, and is continuing to improperly charge me interest, I am requesting the help of the CFPB in having them immediately adjust those payments to apply them retroactively to the cash advance rather than the 0.00 % APR balance transfers, and to have USAA reimburse the improper interest rate charges of {.00} made on XX/XX/XXXX, and {.00} made on XX/XX/XXXX.
I also request the the CFPB ensure that USAA is not improperly charging other customers interest and improperly applying payments to balances chronologically, rather than according to which has the highest interest rate.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: August 28, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
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
Full Complaint:
I received a pre-approved offer from USAA on XX/XX/XXXX for a XXXX XXXX XXXX XXXX XXXX which included a {0.00} reward bonus after making 12 qualified purchases byXX/XX/XXXX as well as 0 % APR until XX/XX/XXXX. I applied for the card, and after a long and tedious approval process due to errors on their part, I received the card around XXXX. I made the 12 qualified purchases byXX/XX/XXXX, and confirmed as much prior toXX/XX/XXXX. I received an email onXX/XX/XXXX stating the deadline for completing the 12 purchases had been extended toXX/XX/XXXX, all emails from them with this offer stated the {0.00} cash reward bonus would be credited within 90 days after the end of the promotion. I called in XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX, andXX/XX/XXXX inquiring why I had not received the {0.00} cash rewards bonus. I opened several ” tickets ” with them, and was finally told inXX/XX/XXXX that several people who took advantage of the promotion had not received the bonus and that it was a ” known issue ” that they were working on and did not know when it would be resolved. I tried calling again inXX/XX/XXXX and got the same response. It is now days away fromXX/XX/XXXX, 9 months since the original promotion ended, and I still have not received the {0.00} nor do I have any indication when the money will be received. USAA has confirmed repeatedly that I am owed this money and that I upheld my responsibilities in order to be eligible to receive it, and I have supporting written documentation from them to prove that. As such, it feels as though I was misled through false advertising along with several others who have not received this money. I have tried contacting them to no avail, including speaking with their executive resolution team, and feel I have no other choice but to involve CFPB.
Response Type: Closed with monetary relief
Public Response:
Company believes complaint is the result of an isolated error
Date of Complaint: August 28, 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: Banking errors
Response Type: Closed with monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: August 28, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Checking or savings account
Sub-Product: Savings account
Issue: Opening an account
Sub-Issue: Account opened as a result of fraud
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: August 26, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA
Product: Payday loan, title loan, or personal loan
Sub-Product: Personal line of credit
Issue: Struggling to pay your loan
Full Complaint:
I am writing in reference to a negative pay status which has been placed on my credit report, per USAA ( USAA, account #, XXXX XXXX XXXX XXXX XXXX, Tx XXXX, with a payoff balance of {00.00}. In XX/XX/XXXX, my husband Filed a Bankruptcy, Chapter XXXX. His BK, XXXX requires his to pay back 100 % of his debt. Within 1 month USAA has sent 2 different comments to the credit bureaus in reference to a negative pay status on my credit report. One was on XX/XX/XXXX, and the next comment was 16 days later, on XX/XX/XXXX. The comments are vindicated, the comments state the account is open, closed, charged off, sent to collection, profit loss, delinquent and write off. Which in fact the account has been included in the BK XXXX. I have read, the above charge off comments, are established after 6 months, not 1 months, as USAA has done. I filed a dispute with the three different Credit Bureaus, XXXX has completed their investigation and the Results summary states VERIFIED AS ACCURATE AND UPDATED.
USAA is trying to receive payment twice while trashing my credit, providing they are receiving 100 % payment from my husband BKXXXX,
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: August 24, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CO
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
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.