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 19, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NC
Product: Vehicle loan or lease
Sub-Product: Loan
Issue: Struggling to pay your loan
Sub-Issue: Denied request to lower payments
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 19, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Deposits and withdrawals
Full Complaint:
I deposited a third party check to my USAA checking account using a mobile banking app. I endorsed the check ” for deposit only to USAA XXXX account number xxxx ”. USAA did not want the check processed in that way. In response to this issue, USAA chose to freeze all my outside electronic transfers. I still have the check in my position. I am happy to process the check in any way USAA prefers. However, they still claim that my electronic funds transfer process will remain frozen for the foreseeable future.
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: December 17, 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: Fees or interest
Sub-Issue: Problem with fees
Response Type: Closed with explanation
Public Response:
Company believes complaint is the result of an isolated error
Date of Complaint: December 18, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Money transfer, virtual currency, or money service
Sub-Product: Mobile or digital wallet
Issue: Fraud or scam
Full Complaint:
I coordinated a sale of a set of tires off a online forum with an individual who called himself XXXX XXXX. We agreed upon a price ( {0.00} ) for the sale of the tires. He requested I send the money through USAA app via XXXX. I was ok with this since I trust USAA to back me when something goes wrong. I have never had an issue with buying in this manner before off of a forum member. So I sent him the money ( {0.00} ) through the app so he could then send me the goods. However I once I sent the money he stopped responding to calls, text and email messages and completely disappeared. A couple days later the forum moderator sent me a forum wide message to all people who had been contact with him saying he was using the forum as a means to scam people, me being one of them. I used this information to make a claim to USAA, however they denied my claim and I am now out {0.00} when I thought I would have protection from my bank for such an occurrence. Any help would be greatly appreciated.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes complaint is the result of an isolated error
Date of Complaint: December 19, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CO
Product: Checking or savings account
Sub-Product: Other banking product or service
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: December 19, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
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: Transaction was not authorized
Full Complaint:
I have paid my auto insurance for nine months on time, never a late payment. I have gone from $ XXXX to $ XXXX. On XX/XX/2018, I got into a minor accident because I was told to reverse on a one way road by a XXXX airport employee refused to pop the gate. Anyway, my driver sideview mirror was damaged. I filed a claim through USAA auto insurance since i have my automobile policy through them. They told me to get an estimate from XXXX XXXX and then submit it online and via email. They said i would be issued an electronic payment minus my {0.00} deductible.
On XX/XX/2018, at XXXX XXXX, I emailed a copy of the estimate for {0.00} to XXXX and to XXXX. I also took a picture and uploaded the estimate to the USAA Claims Center portal. I never heard anything back about the status for a couple days. So, on XX/XX/2018, i sent a message via the USAA Claims portal about the status. I was told by XXXX XXXX that on XX/XX/2018 at XXXX CST that my estimate was received and was sent for review. No messages or phone calls or emails after that. On XX/XX/2018, at XXXX CST, I received a portal message stating that a payment of {0.00} was issued. After doing the math, I noticed there was an {.00} decrease in their payment to me, which would result in me not paying {0.00} for my deductible but {0.00}.
I contacted USAA and the first rep, XXXX, was very unaware and didnt have the proper knowledge to assist. I demanded a supervisor. After being on hold for a few minutes XXXX, the Claims supervisor, takes the call. XXXX tells me that XXXX XXXX contacted the dealership on their behalf WITHOUT contacting me first to negotiate a deal on parts and labor. XXXX XXXX DOES NOT negotiate on parts and labor. So, the service tech who was responsible for my estimate, XXXX XXXX, said that the claims rep contacted her and pretty much made her order used parts instead of a new part. The estimate is for a new part, not used. XXXX stated the price of the estimate did not change because USAA prefers a used part. The costs remain the same throughout, which means I have been cheated by USAA.
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 19, 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:
On XX/XX/18, I logged into my USAA mobile app and noticed several unauthorized transactions that were made in different cities in the state of Texas. I currently reside in XXXX, TX.
On XX/XX/18, my card was used at a XXXX in XXXX, TX, in the amount of {.00}. It was used again, on XX/XX/18, at XXXX XXXX XXXX in XXXX XXXX, TX for {.00}, and again at XXXX XXXX XXXX XXXX XXXX in TX for {.00} On XX/XX/2018 two purchases were made. 1 ) XXXX XXXX XXXX for {0.00} 2 ) XXXX XXXX for {00.00}.
After a ” full review ” from USAA, it was determined that the charges are valid. I might add that this process was concluded in one business day. That hardly seems sufficient.
Furthermore, USAA states the transaction were made close to my home. After personally reviewing, I determined that to be false. The aforementioned transactions occurred well over 200 miles from my home. USAA also cites my USAA mobile app was used while the fraud was in progress. To date, they have been unable to provide me proof.
Nevertheless, I cooperated fully with USAA and filed a police report. To date, my case with USAA remains closed, and I have been unable to reach anyone. I have left two voicemails at the extension provided, but have heard nary a word. As a consumer, I am not being afforded Zero Liability Fraud Protection.
Coincidentally, my credit card at another financial instutation was used in XXXX XXXX, OK for {0.00} on the same date ( s ) as the transaction ( s ) that occurred on my USAA account. I have submitted documentation to the email address USAA provided – XXXX – that went without a response.
As a result, I am left without a significant sum of money and no clear answer from my bank – so much for protecting the cooperative.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 18, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: None
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: December 18, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA
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: Card was charged for something you did not purchase with the card
Full Complaint:
We noticed unauthorized charges on our USAA credit card on XX/XX/18. We notified USAA fraud department about these charges and to cancel our card. There were 4 charges at 4 different XXXX XXXX in a matter of a few hours apart in XXXX. All 4 transactions were for over XXXX each. We subsequently called XXXX XXXX ourselves, and they were able to tell us that each of the unauthorized charges were for XXXX XXXX gift cards at each location along with other misc. items XXXX totaling over XXXX ). XXXX XXXX also provided us with the times that these transactions took place. We were not in XXXX on that date or those times, and have always had possession of our card. We assumed the matter had been handled, and we would not be responsible for these charges, since there is a ” no liability ” clause in the credit card agreement for unauthorized charges.
On XX/XX/2018, we noticed the same charges for over XXXX total back on our account. We received NO notification via phone, email, or text as to why the charges were showing up on our account again. We once again, called to cancel our card thinking it was more unauthorized charges. These charges reappeared well over 2 months after we reported them. When talking to the fraud dept., to our surprise, we were told that they could not see fraud on those charges since a chip had been used, and ” cards with chips have never been compromised ”. We informed them that we were never out of possession of our card, so that can’t be correct. We thought we were alone, but after reading a large number of complaints online about the same thing happening to other customers, we realized there is a serious problem in the USAA banking fraud department. My XXXX had been with USAA for over 40 years and has never encountered such a thing before. We are not responsible for these charges. We need oversight on this company for our sake and the sake of other XXXX families that trusted USAA. We are doing all that we can to rectify this wrong that has been done to us. We have filed police reports, contacted local police where each of the charges occurred, and have been working with XXXX XXXX to get as much information as possible. We were never told what investigations had actually been done by USAA, only that chips can’t be compromised. This is not just a few dollars, it is over XXXX dollars and our excellent credit rating is in jeopardy, because we will not pay for something we did not receive. To be totally dismissed by the fraud department is a warning to everyone to get out of this bank as soon as you can.
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: December 18, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: SC
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
Response Type: Closed with explanation
Public Response:
Company believes complaint is the result of an isolated error
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.