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: September 26, 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
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: September 22, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Checking or savings account
Sub-Product: Checking account
Issue: Problem caused by your funds being low
Sub-Issue: Overdrafts and overdraft fees
Full Complaint:
I setup bill payments through my USAA checking account. I forgot to transfer the money in from my linked XXXX Checking account causing the funds to not be in the account when USAA attempted to create the bill payments. This was my error, however, at my other banks ( XXXX, XXXX, XXXX ), when you create a bill payment and the funds are n’t in the account, the bill payment simply fails, and you get an email or notification that ” Your bill payment for XXXX merchant for $ XXXX failed ; transfer funds and reinitiate the transaction ”. At USAA however, when this occurred, the bank charged me {.00} insufficient funds fee, 5x for the different bills I had setup. I had no idea that this was occurring this week until I logged in today and noticed my balance. When I called to speak to a representative, they told me that USAA uses a 3rd party servicer to send out these bill payments and these are not checks that are SENT by USAA but rather, the third party servicer creates a draft and deducts the consumer ‘s account to create the bill payment — essentially, the customer is creating a check/ACH to be drawn from their account. There is no disclaimer that this is what they are doing in your mobile app or online. There is no notification that they use a third party servicer. And moreover, this works so differently than other banks, that a normal consumer has no way of anticipating this, as every other bank simply fails the bill payment. Now granted, I should have transferred the funds into my USAA account but normally, when I send bill payments out, something like this would just be a minor nuisance for me to have to go in and redo the transaction after transferring money. I did not write a check or ACH to a merchant and tell them to draft my account, I did not use my debit card at a store knowing I did n’t have funds. All of these are valid reasons to charge fees but in this scenario, a customer has NO WAY OF KNOWING that USAA is n’t just taking money of their account and sending it or will get a fee.
Response Type: Closed with monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: September 26, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TN
Product: Checking or savings account
Sub-Product: Checking account
Issue: Closing an account
Sub-Issue: Company closed your account
Full Complaint:
all of the above- until recently..funds not recieved.
acct locked out repeatedly online ATM refusing balance called a NONCITIZEN after staying over 35 years in this country repeatedly before XXXX.
locking up of XXXX account unlawfully ( 1st ) to lend my money away wo my consent.
refusal to allow any account access.
refusal to allow wire transfer of my money to another bank.
refusal to authorize XXXX charges for over {0.00}, resulting in XXXX to fix w XXXX ( unlawful unauthorized chargeback ).
unlawful account closure w less than required time to contact federal govt to change over treasury benefit payment ( 3mos for XXXX, 2 for XXXX ).
company tried to slander me … longshot from ” did not meet expectations ”. I charge $ XXXX for slander-Im a XXXX XXXX.
is doing this and worse to several 1000s of veterans and wants us to shut up online about it.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: September 26, 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: Problem when making payments
Sub-Issue: You never received your bill or did not know a payment was due
Full Complaint:
Yes, I applied for a credit card from USAA in XXXX with a credit limit of {00.00} given to me at that time I borrowed from that card {00.00} to pay off another card. After that on XXXX I was requested to show proof of who I was I did in XXXX. And then XXXX became XXXX as I was told all will rectified in 2-3 days and then it became XXXX with no resolution. Just multi answers from anyone who picked the phone.And all of this time I would be told not to Worry and that all will be fine.And all through this I was making payment and by the end of XXXX I was then told that my account was to permanently restricted and that a payment due. And at no time was I sent or in any form my statement what I owed neither what the amount due to me.And as of this I am still without any knowledge of the total amount or was is due per month for payment and when I called on XXXX/XXXX/XXXX I was told that I had NO right to receive any statement what so ever. And for payment they would tell that I had several way of payment but I asked I was told to send it by mail with statement, which I have not been given any. ( Note : I only wanted a Credit Card and nothing more )
Complaint Tags: Older American, Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: September 23, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AZ
Product: Checking or savings account
Sub-Product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-Issue: Transaction was not authorized
Complaint Tags: Servicemember
Response Type: Closed with non-monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: September 26, 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: Problem using a debit or ATM card
Full Complaint:
I submitted a claim with USAA Debit Card Fraud Recovery Department and they investigated the claim and refunded me my monies fro months that beginning in XX/XX/XXXX through XX/XX/XXXX. I had informed them the fraud was from XX/XX/XXXX through XX/XX/XXXX. I was not informed until later that they could not report charges past 180 day or see my bank stamens past 180 day and was asked to submit my bank statements with other fraud charges. On XX/XX/XXXX after requesting for a letter confirming that I had fraud during XX/XX/XXXX XX/XX/XXXX and XX/XX/XXXX for one of my creditor. Did I receive a letter of apology of there miscommunication? And a request fir a affidavit to confirm charges on fraud that are the same fraud charges that their investigator already confirmed as fraud. Then on XX/XX/XXXX my mother received a harassing call from XXXX a CEO staff Officer from Ex XXXX, ( XXXX ) XXXX. He not only be little my mother by tell her to be quite, he started counting 123 to make her stop talking like she was a child. He told my mother that I was over my statue of limitation and that they would no longer handle my case and would not talk to her. I gave USAA autheration to speak to my mother little do they know my mother is my POA in all my banking, financial and insurance needs ( Legally. ) Then XXXX said he would call and speak to me my mother told him I was n’t available. He hung up in my mothers face and went on to call me. Left me a message and had the nerve to call my mother back. The letter that XXXX XXXX clearly sates that they are working on the file and will get back with me at this time, I am requesting a letter from USAA stating that fraudulent activity occurred on my account from XX/XX/XXXX through XX/XX/XXXX by the merchants ( XXXX ). The Debit Card Fraud Recovery Department has investigated these merchants up to XX/XX/XXXX. The actual fraud began in XX/XX/XXXX and continued until noticed in XX/XX/XXXX. During that time I was under a hardship dealing with six family and friends XXXX XXXX and trying to coupe and manage being off at college and barely being able to come home and visit. Neither my mother nor I was able to actually manage and view my account during that time period. The hardest XXXX was my cousin who XXXX of XXXX XX/XX/XXXX and my Uncle who XXXX on XXXX XXXX XXXX. At this time Im respectfully asking for a formal letter to help me with my creditors. Today XX/XX/XXXX my mother received a call and was told I miss managed my account and thats why I ‘m not going to have my insurance reinstated or my banking relooked at yet I mother put my insurance money in my account even month to make good on my account and the fraud happen every month.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: September 22, 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: Other features, terms, or problems
Sub-Issue: Problem with rewards from credit card
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: September 25, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TN
Product: Checking or savings account
Sub-Product: Other banking product or service
Issue: Problem with a lender or other company charging your account
Sub-Issue: Can’t stop withdrawals from your account
Full Complaint:
I scheduled a Bill Pay transaction through my bank to pay my local electric company on or about XX/XX/XXXX for the payment to arrive on or about XX/XX/XXXX. My payment failed due to non-sufficient funds and I was charged an NSF of {.00}. I am fine with this as it was my responsibility to ensure funds were available.
What accompanied this charge was an email 2 days later from my bank stating their Bill Pay Vendor had paid the bill on my behalf and that I would be charged to my bank account again. I had since paid the original bill with the electric company and contacted my bank to advise they needed to cancel the Bill Pay transaction. I advised them that no further attempts on my bank account were permitted for this transaction and yet I was charged another NSF for this even after I advised to stop payment.
I feel this is unlawful and deceitful.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: September 25, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: None
Product: Checking or savings account
Sub-Product: Checking account
Issue: Problem caused by your funds being low
Sub-Issue: Overdrafts and overdraft fees
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: September 24, 2017
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NC
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Credit monitoring or identity theft protection services
Sub-Issue: Problem canceling credit monitoring or identify theft protection service
Response Type: Closed with non-monetary relief
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.