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: December 4, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: PA
Product: Payday loan, title loan, or personal loan
Sub-Product: Title loan
Issue: Vehicle was repossessed or sold the vehicle
Full Complaint:
XX/XX/2018 The car was in a accident and total the insurance need to come out and inspect the car I explain to usaa that I will not be making a payment the vehicle will be in inspect and when I receive the payment for damages I will make a payment to the loan and work on getting a new vehicle and combine the rest of that loan amount with my new loan. They told me that the car would not be repossessed because it was damaged and I was waiting for settlement but the inspector came out and the car was gone so they denied my claim for the accident
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 2, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Funds not handled or disbursed as instructed
Full Complaint:
My payment account for paying a bill was changed without my approval. This has happened twice. Yesterday I got the bank to deactivate the my second account from the bill pay service ( I never activated it and do not have the ability to activate or deactivate the account myself ). But this was just a work around to try to prevent the issue from happening again. Their system is still broken and they are suggesting I am making the change using their website.
Today I noticed a bill was paid twice from their system. From the bill pay system, it only showed 1 time in the history even through it had already cleared the bank. They completed the transaction electronically and not using checks. So it was not because the receiver processed the check twice. The representative acknowledged they are aware of their system sending transactions on the incorrect day, but did not acknowledge the lack of recording transactions.
Both these situations mean this bank is changing banking transactions as well as not recording them correctly.
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: December 4, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MD
Product: Checking or savings account
Sub-Product: Other banking product or service
Issue: Managing an account
Sub-Issue: Funds not handled or disbursed as instructed
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 3, 2018
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 with a purchase shown on your statement
Sub-Issue: Credit card company isn’t resolving a dispute about a purchase on your statement
Full Complaint:
XX/XX/2018 I received a threatening phone call from XXXX USAA stating that they will not review my case, they will hold me accountable for fraudulant activity on my acount, per a prior CFPB report regarding fraudulent charges that have been disputed for the past year, some charges were reversed, but there is still an outstanding debt. The company states they have decided to hold me accountable for a fraudulently used convenience check. I have been a member of USAA savings Bank for 20 years and never used a convenience check to pay another person. they claim I paid someone, with this check. They are attempting to ruin my life, thay have put me in severe danger That is absolutely ridiculous as I have never written a USAA convenience check, never received, I have asked for a copy of the check, whom it was written to where it was cashed, where the checks were received and received no response. I have asked for the company to stop blatantly lying to me directly. I have asked them to put themselves in my shoes as a consumer and 20 year member and to simply do what they advertise which provide and protect consumers with XXXX liability fraud protection. This is 100 % fraud where is my liability protection? Why am I to be held accountable for this? I never received checks, I never wrote checks. They have caused me undue harm, increased stressed and should be held accountable for their actions. They do not really care about the consumer, they have no fraud protection. I would request a full audit of this company and there policies, specifically regarding denied fraud claims, as they continue to put the consumer at risk.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 2, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Funds not handled or disbursed as instructed
Full Complaint:
Hello, I have been transferring money from my XXXX account into my USAA account, for years now and have never had a problem. About a month ago I transferred over XXXX $ into my USAA account in order to pay off my credit card. Since then, every time I transfer money a hold get put on my account. Right now I have XXXX $ on hold. I transferred that money on XX/XX/2018, it immediately appeared in my USAA account. On XX/XX/2018 that money was removed from my XXXX account. I called USAA to try and resolve the problem, I was told that the hold will not be removed until the XX/XX/XXXX. I was informed that there was nothing they could do, and that it had something to do with the the bank to bank transfers not receiving their money, I fail to see how that’s my problem.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 1, 2018
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:
Around XX/XX/2018 checks were deposited into my account using an atm and that multiple transfers were the made out of my account totaling up to {00.00} but they did not come from me. The bank did not even notify me that they were putting a freez on my account yet along starting and investigation. I didnt find this out until I tried to log onto my mobile app and could not so I had to call them. When I called they told me thats when they told me about the checks I told them ok well they did not come from me.usaa then said they were doing an investigation and that it would take four to five business days and would be in contact with me. Two weeks went by and I still didnt hear anything. When I called back I got the run around and nobody could give me an answer on what was going on with the investigation it was also at this time that I found out they were closing my account. The XX/XX/XXXX rolls around and Im expecting this to be handled … no Usaa then takes my retirement pay ( my only source of income ) saying that the I owed then for the bad check, mind you they still have not given me any information on whats going on with the fraud investigation. By this time no one has giving me any information and I was told that their fraud department would get in contact with me with in 3 to 5 business days and yet again I hear nothing. Today XX/XX/2018 I called them because my deposit was not made into my new account. The deposit was made into this same account that they said they were closing.usaa then says they took the rest of the money owed to them and that there were remaining funds in my account but I dont have access to it and they would have to get approve to release it to me. Once I go off one the rep about that on top of the fraud investigation I was transferred to a supervisor who then looks into it. Im then told that the investigation was completed and that they found me responsible. I ask how am I responsible when these transactions one were not authorized by me and two were in a complete different town than where I live. I was then told well thats what our investigation decided and that I should call back Monday to check the status of if I still owe them money. This is the second time this year there has been fraud on my account with them. You would think after banking with them for more than 6 years they would be a little more helpful instead of putting me in a bad situation.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 3, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CO
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Problem using a debit or ATM card
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 1, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-Product: Credit reporting
Issue: Problem with a credit reporting company’s investigation into an existing problem
Sub-Issue: Their investigation did not fix an error on your report
Full Complaint:
XXXX has been non-compliant with removing the unverified account USAA SVG BK which has been deleted by XXXX and XXXX. XXXX and XXXX have both completed their research and determined that USAA SVG BK was not established by myself but XXXX keeps verifying this accounts. Also, when I called the company they responded that XXXX did not send them all of the verifying evidence to confirm each account is unverified.
Response Type: Closed with explanation
Public Response:
Company can’t verify or dispute the facts in the complaint
Date of Complaint: December 3, 2018
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 making or receiving payments
Full Complaint:
XX/XX/18 I utilized My USAA checking account to purchase concert tickets from a seller for {0.00}. The seller requested the transaction go through XXXX. The money was sent via XXXX and tickets were not sent. I immediately contacted USAA in less than 5 minutes of the transaction to request a freeze be placed on the transaction. I explained that fraud had occurred. USAA stated it was nothing could be done since the transaction occurs instantly. All I could do was send a request to the seller asking for money. I called my bank back again and explained the fraudulent situation and received the same answer. Bank are advertising XXXX as a feature to its consumers to use. They are boldly stating the benefits of it but not fully explaining the disadvantages to its consumers. This is cause multiple customers to be scammed by scammers. After this incident happened to be I googled XXXX and scammed. I saw numerous people with the same issue. USAA states they are not liable because they completed the transaction as requested. I feel the bank should be liable because they offer the service. The bank presented all these benefits of the service. The bank do not have proper disclosure to state this transaction can not be disputed by your bank, once the transaction is completed it can not be reversed, returned or disputed. Are you sure you want to continue? This type of verbiage needs to be added to all banks that offer the XXXX feature. There are no repercussions and banks are legally allowing the consumers to be scammed. USAA has a dispute process for a lot of transactions but to offer a service that puts customers at risk and there is nothing to be done to protect the consumer is a huge issue. Making consumers aware like they notify of other disclosures should be a requirement for banks. Or they should not offer a product or service they can not back. I’ve had a checking account with USAA for a long time and their service is great. Based on prior experience with them is why I trusted XXXX and the process. Now that I am aware of the exposure and risk, I feel more need to be done by companies offering a service to make the consumer aware.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 4, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
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:
One of the 2 accounts from USAA is showing correctly, however one was not closed correctly with USAA, making it show negatively where they closed the account because it had been fraudulently compromised.
Complaint Tags: Servicemember
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.