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: November 18, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
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:
XX/XX/2018 : XXXX received a NSF Email Alert on his USAA Classic Checking account re {00.00} from his USAA VISA Credit Card has successfully been transferred into his USAA Checking account to cover XXXX XXXX Home Mortgage Ebill Payments or Debits on XX/XX/2018 in the amounts of {.00} and {00.00}.
XX/XX/2018 : XXXX calls XXXX XXXX at XXXX, after a about a 30 min conversation is told that it appears someone has accidentally paid their Ebill Mortgage by entering a wrong account number off by one digit from XXXX account.
XX/XX/2018 : XXXX calls USAA Fed Saving Bank & is told to file an electronic dispute to correct the situation.
XX/XX/2018 : XXXX goes online & clicks on the XXXX XXXX ” dispute ” button and clicks on ” button ” to deny recurring debits.. signs using the eSigns button.
XX/XX/2018 : XXXX calls USAA Fed Saving Bank and receives confirmation that are aware of the dispute.
XX/XX/2018 : XXXX downloads ” USAA Written Statement of Unauthorized Debt ” PDF form.
XX/XX/2018 : XXXX completes. signs and mails the ” USAA Written Statement of Unauthorized Debt ” back to the USAA Fed Saving Bank.
XX/XX/2018 : XXXX calls USAA Fed Saving Bank and is told again that they are aware of the situation and that he will receive either a letter or email within 10 day discussing status with the final dispute settlement within 45 days.
XX/XX/2018 : XXXX calls USAA Fed Saving Bank to get an update… operator goes off line for about 30 mins, returns to say that my ” dispute ” appears to be ” fraud ” and my account is compromised, she forwards me to a fellow USAA associate who sets up my new USAA checking account… based on her 2nd recommendation, I immediately electronically transfer the approx {00.00} from the old to the new account.
XX/XX/2018 : XXXX receives a ” No Fraudulent Activity Found After Review of Your Claim ”, Claim Reference : XXXX, electronic text Notice from USAA Fed Saving Bank based on your XX/XX/2018 inquiry… Notice further indicates ” Our decision is based on multiple USAA system security records, No further action will be taken.
XX/XX/2018 : Summary : I find this particularly unfair as someone has ripped me off for {00.00}… the denial of my claim also impunes my personal integrity suggesting I was in someway negligent or permitted this transaction to occur… respectfully request CFPBs assistance in tracking down all the details, electronic foot prints, etc to find the person/s ( who ) and method ( how ) this XX/XX/2018 unauthorized transaction occurred… this claim denial comes at a particularly stressful time in our life as on XX/XX/2018, our Main House, sons Gate House, and tenants Guest House were totally destroyed along with 3 detached garages and 1 workshop. We also lost our XXXX XXXX business to the fast moving West Fire that originated 800 feet from the east side of our ranch/estate, XXXX XXXX XXXX, XXXX, CA XXXX… Standing by to provide additional information, answer questions and documents
Complaint Tags: Older American
Response Type: Closed with 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.