Compiled from Public Data by FairShake
The US government’s Consumer Financial Protection Bureau (CFPB) collects complaints against financial companies.
In 2018, the CFPB received 1126 complaints against USAA. USAA ranked Number 32 among all financial companies for the most complaints.
Date of Complaint: January 13, 2018
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
Full Complaint:
My XXXX report shows a joint credit card on my file as having a balance of over XXXX and late when not only is that account closed but the balance is {
Date of Complaint: January 13, 2018
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
Full Complaint:
My XXXX report shows a joint credit card on my file as having a balance of over XXXX and late when not only is that account closed but the balance is {{{mpg_replace}}.00}. This error is causing my debt to credit ratio to be extremely high and is negatively impacting my credit. Additionally, this shows as a 30 day late when this is not accurate as NO bills were sent to me after moving and with USAA locking me out the account i had no way to determine the status of this account.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: January 12, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NC
Product: Mortgage
Sub-Product: VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes the complaint is the result of a misunderstanding
Date of Complaint: January 13, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA
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:
After moving from my address in XXXX, NY I was locked out of my online account with USAA and was unable to view anything to include bills, balances or available credit. USAA has reported these accounts late when in all fact I was unable to see the account to determine when the bill was due, I was also unaware that they were n't still taking the balances out of the checking account on file, which was another USAA product.
USAA reported me 30 and 60 days late on the following accounts XXXX - 30 days late in XX/XX/XXXX - XXXX - 30 and 60 days late XX/XX/XXXX/XX/XX/XXXX XXXX - 30 days late XX/XX/XXXX, the address on file for this account is n't even mine so I have no idea where the actual bill for this account went.
The issue is ALL my business was with USAA to include checking, savings, car and life insurance and credit cards so when I was unable to access any of the accounts, everything should have been still set up with automatic payments. USAA closed my checking accounts and never notified me by phone or email and all attempts to restore my online access was stretched out and not resolved for over a year. These are inaccurate markings on my account and it appears as if USAA took payments when funds were available but NEVER informed me when funds were not available. I have so much respect for USAA and have tried on many occasions to resolve this as these inaccuracies are negatively impacting my credit. I even sent a goodwill documents asking them to resolve this and have been met with nothing but them stating this is accurate, however what USAA has not acknowledged is that all bills were electronic and when they restricted my access they prevented me having access to those statements. They have incorrect addresses on file and never responded to request to explain where these statements were sent, please help.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: January 12, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TN
Product: Checking or savings account
Sub-Product: Savings 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: January 11, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
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
Full Complaint:
On XX/XX/XXXX I was notified that there was a fraudulent charge on my account. I immediately called my bank ( USAA ) and told them this charge was not mine. It was for XXXX XXXX Live tickets in XXXX for over {00.00}. When I called them they assured me that it would be taken care of. A few days later they credit my account for the fraudulent amount. On XX/XX/XXXX I was sent an email saying fraud claim denied and that they would be taking that amount back out of my bank. They attached a document, which they call evidence. They say to contact the merchant in XXXX to figure this out or call usaa number. The document showed that the customer, XXXX XXXX, from XXXX XXXX, CT is the purchaser with my card. I do n't know a XXXX XXXX. After some research he is a XXXX year old man. He is not an authorized user, the zip code doesnt match, I did not authorize this. I called USAA and this is where the trouble really starts. After almost 20 calls I keep getting passed to their executive resolution team who says they cant see anything. They tell me they re submit to fraud and to wait another 90 days. I call again after 90 days and explain. Then I get passed to fraud claims. Then back to Executive resolutions who promises to give me a call back within 24 hours. No calls returned. Never spoke to anyone that is actually helping me. They all appologize and say they can do nothing. Today XX/XX/XXXX I called and they are saying that since it 's over 120 days old that there is nothing to do and they have to follow policy. I can never get help and no one will escalate this to someone who can actually help. Now USAA is saying they are closing my account because I havent put in money in it during a certain amount of time. Im not going to put money in my account in fear of my money being taken and stuck in this endless loop with USAA. Furthermore the last person I spoke to said that it was in " charge off '' status but couldnt explain what it was. It sounds like USAA is preparing to put this on my credit.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: January 16, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NC
Product: Checking or savings account
Sub-Product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-Issue: Money was taken from your account on the wrong day or for the wrong amount
Response Type: Closed with non-monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: January 12, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: None
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 non-monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: January 15, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AZ
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: January 13, 2018
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: Advertising and marketing, including promotional offers
Sub-Issue: Confusing or misleading advertising about the credit card
Full Complaint:
On XX/XX/XXXX I logged into my online account for my credit card with USAA.
I clicked on a promotional offer for 0 % interest on a balance transfer. The offer was ending on that day, XX/XX/XXXX.
I followed the steps and completed the balance transfer.
The balance transfer went through but I did not receive the promotional rate. When I called USAA, I was told that the money did not post to the USAA account until a few days later thus missing the deadline.
USAA does have the disclaimer that the deadline for money posting is XX/XX/XXXX but as an electronic offer, I feel that it was misleading to even still have the offer live on my account on XX/XX/XXXX if it was already going to automatically miss the deadline. If anything, when I clicked on it they could have easily given me a message to inform me that the transfer could take more than one day and would thus miss the offer. I received no notification of this and feel that I was duped into taking an offer that was really already null and void. USAA should have disabled the link earlier to reflect the true deadline for this offer. They could have also informed me in some other fashion that although my balance transfer was conducted through that link, it actually did not qualify for the promotional rate.
Complaint Tags: Servicemember
Response Type: Closed with monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: January 12, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-Product: Credit reporting
Issue: Incorrect information on your report
Sub-Issue: Information belongs to someone else
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: January 12, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NC
Product: Mortgage
Sub-Product: VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes the complaint is the result of a misunderstanding
Date of Complaint: January 13, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA
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:
After moving from my address in XXXX, NY I was locked out of my online account with USAA and was unable to view anything to include bills, balances or available credit. USAA has reported these accounts late when in all fact I was unable to see the account to determine when the bill was due, I was also unaware that they were n’t still taking the balances out of the checking account on file, which was another USAA product.
USAA reported me 30 and 60 days late on the following accounts XXXX – 30 days late in XX/XX/XXXX – XXXX – 30 and 60 days late XX/XX/XXXX/XX/XX/XXXX XXXX – 30 days late XX/XX/XXXX, the address on file for this account is n’t even mine so I have no idea where the actual bill for this account went.
The issue is ALL my business was with USAA to include checking, savings, car and life insurance and credit cards so when I was unable to access any of the accounts, everything should have been still set up with automatic payments. USAA closed my checking accounts and never notified me by phone or email and all attempts to restore my online access was stretched out and not resolved for over a year. These are inaccurate markings on my account and it appears as if USAA took payments when funds were available but NEVER informed me when funds were not available. I have so much respect for USAA and have tried on many occasions to resolve this as these inaccuracies are negatively impacting my credit. I even sent a goodwill documents asking them to resolve this and have been met with nothing but them stating this is accurate, however what USAA has not acknowledged is that all bills were electronic and when they restricted my access they prevented me having access to those statements. They have incorrect addresses on file and never responded to request to explain where these statements were sent, please help.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: January 12, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TN
Product: Checking or savings account
Sub-Product: Savings 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: January 11, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
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
Full Complaint:
On XX/XX/XXXX I was notified that there was a fraudulent charge on my account. I immediately called my bank ( USAA ) and told them this charge was not mine. It was for XXXX XXXX Live tickets in XXXX for over {00.00}. When I called them they assured me that it would be taken care of. A few days later they credit my account for the fraudulent amount. On XX/XX/XXXX I was sent an email saying fraud claim denied and that they would be taking that amount back out of my bank. They attached a document, which they call evidence. They say to contact the merchant in XXXX to figure this out or call usaa number. The document showed that the customer, XXXX XXXX, from XXXX XXXX, CT is the purchaser with my card. I do n’t know a XXXX XXXX. After some research he is a XXXX year old man. He is not an authorized user, the zip code doesnt match, I did not authorize this. I called USAA and this is where the trouble really starts. After almost 20 calls I keep getting passed to their executive resolution team who says they cant see anything. They tell me they re submit to fraud and to wait another 90 days. I call again after 90 days and explain. Then I get passed to fraud claims. Then back to Executive resolutions who promises to give me a call back within 24 hours. No calls returned. Never spoke to anyone that is actually helping me. They all appologize and say they can do nothing. Today XX/XX/XXXX I called and they are saying that since it ‘s over 120 days old that there is nothing to do and they have to follow policy. I can never get help and no one will escalate this to someone who can actually help. Now USAA is saying they are closing my account because I havent put in money in it during a certain amount of time. Im not going to put money in my account in fear of my money being taken and stuck in this endless loop with USAA. Furthermore the last person I spoke to said that it was in ” charge off ” status but couldnt explain what it was. It sounds like USAA is preparing to put this on my credit.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: January 16, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NC
Product: Checking or savings account
Sub-Product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-Issue: Money was taken from your account on the wrong day or for the wrong amount
Response Type: Closed with non-monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: January 12, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: None
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 non-monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: January 15, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AZ
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: January 13, 2018
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: Advertising and marketing, including promotional offers
Sub-Issue: Confusing or misleading advertising about the credit card
Full Complaint:
On XX/XX/XXXX I logged into my online account for my credit card with USAA.
I clicked on a promotional offer for 0 % interest on a balance transfer. The offer was ending on that day, XX/XX/XXXX.
I followed the steps and completed the balance transfer.
The balance transfer went through but I did not receive the promotional rate. When I called USAA, I was told that the money did not post to the USAA account until a few days later thus missing the deadline.
USAA does have the disclaimer that the deadline for money posting is XX/XX/XXXX but as an electronic offer, I feel that it was misleading to even still have the offer live on my account on XX/XX/XXXX if it was already going to automatically miss the deadline. If anything, when I clicked on it they could have easily given me a message to inform me that the transfer could take more than one day and would thus miss the offer. I received no notification of this and feel that I was duped into taking an offer that was really already null and void. USAA should have disabled the link earlier to reflect the true deadline for this offer. They could have also informed me in some other fashion that although my balance transfer was conducted through that link, it actually did not qualify for the promotional rate.
Complaint Tags: Servicemember
Response Type: Closed with monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: January 12, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-Product: Credit reporting
Issue: Incorrect information on your report
Sub-Issue: Information belongs to someone else
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.