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 20, 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: Banking errors
Full Complaint:
I recently filed a complaint on usaa for reversing a credit they gave me from their fraud department because they refused to upload the documents to the fraud team for my proof that I was being denied a package/product I ordered. I was told that I didnt send the documents in to the proper department as the reason why the credit was reversed. Then after I filed the first complaint with the CFPB about a week ago a woman by the name of XXXX contacted me and told me my claim should have been submitted as a credit dispute and that SHE herself resubmitted it with all the documentation I uploaded, and even though Inhave supporting documentation from USPS oig Investigation team stating that I wont get the package back, MRS XXXX claims she cant guarantee that I will get my XXXX that the bank stole from my account back. They are lunching with veterans money and this has to stop now.
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 20, 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: Other features, terms, or problems
Sub-Issue: Problem with customer service
Complaint Tags: Servicemember
Response Type: Closed with monetary relief
Public Response:
Company believes complaint is the result of an isolated error
Date of Complaint: December 21, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MI
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Deposits and withdrawals
Full Complaint:
XX/XX/18 – a check for {00.00} was presented to the acct. It shows as clearing on that date, with an ending balance of {0.00}. The following day that check was returned and my account was charged a {.00} fee for NSF. I contacted them about the issue and was told ” there are things that go on behind the scenes that you can’t see ”. I then asked for them to explain to me how I would be able to manage my account accurately if they did not provide me with accurate information. They did not provide me an answer, only told me that is not how it works. I contacted the XXXX and have still not been able to speak with USAA regarding the issue.
Fast forward to now. Last night, XX/XX/18, I transferred funds from my USAA savings account to the USAA checking account. The balance in my account prior to that transfer was just a little over {0.00}. I made the transfer and went back into the account to make sure it was in there. The ” current balance ” and ” available balance ” both indicated {00.00}. No hold, or delay, was indicated. When I checked the account this morning, it now shows my transfer did not go in until today and the items presented came through causing a negative balance of {0.00}, then the deposit was posted. I contacted them this morning and was again told ” that’s not how that works ”. The information in the depository agreement does not specify the funds would not be available immediately. The transfer information on the website said transfers between USAA checking and savings accounts were immediate. I inquired as to why my available balance would not reflect the difference between current and available. They did not provide me an answer, only told me that is not how the app works and they are sorry I was confused.
I now am going to have to deal with the repercussions of this returned check from the financial institution it was deposited to. I am going to have multiple fees and no one seems to care that what can be seen by members is clearly not accurate. It is ridiculous for them to expect me to be okay with seeing an available balance that is plenty to cover the presented items, only to be blindsided the next day with returned items and fees. I have been with USAA for 12 years and feel they do not have members ‘ best interests at heart. I also have reached out multiple times today to the office of the CEO without any success. I am at a loss and feel I may need to get a lawyer involved because these business practices that are costing me money and time.
I would love to provide you with screenshots of my account, but they have it set up so you can not screenshot the account.
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 21, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: WA
Product: Checking or savings account
Sub-Product: Other banking product or service
Issue: Managing an account
Sub-Issue: Problem making or receiving payments
Full Complaint:
On Tuesday XX/XX/XXXX I was in negotiation with an individual about purchasing some football tickets. After agreeing on a price the individual asked me to pay them {0.00} via XXXX which my bank, USAA, was a partner of. Once I sent the person the money they were supposed to send the tickets from their XXXX account. These tickets never arrived and I called USAA a few hours later to report the scam. The banker informed me that since I never received the tickets that I would be able to file a dispute with USAA to get my money back. They would investigate and as long as the seller could not prove that I received the tickets then I would get my money back. I filed a dispute with them and I even asked if it would be helpful to have me send them screenshots of the conversation. They said that it would and gave me instructions on how to upload those documents. I uploaded the documents and then I was instructed to call back in the morning to make sure that they would be attached to my case. I was also instructed to call back on Friday XX/XX/XXXX On the morning of Wednesday XX/XX/XXXX I chatted with a representative, XXXX, who said that my documents were received and that once my case was assigned to a rep, they would notify me of my case number. Four hours later I received an email from USAA that they had completed their investigation on the dispute and that they had denied the dispute. I immediately called USAA and spoke to another representative and explained what had happened. That representative also told me that I needed to file a dispute for me to retrieve my funds.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 20, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: SC
Product: Money transfer, virtual currency, or money service
Sub-Product: Domestic (US) money transfer
Issue: Other transaction problem
Full Complaint:
XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX ( {0.00} ) This ACH was not authorized. I do not have a XXXX XXXX account. I do not do business with this company.
XX/XX/XXXX I reported this ACH as unauthorized in writing and within 60 days of the first statement the charge was credited on.
I contacted USAA to see when I would recieve my funds back and was told I was not allowed a credit.
More than 10 days has passed and I have not had a credit or anything.
It appears to me USAA is not following the 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: December 21, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Money transfer, virtual currency, or money service
Sub-Product: Domestic (US) money transfer
Issue: Fraud or scam
Full Complaint:
On XXXX XX/XX/2018, an unauthorized transfer of {00.00} from my joint checking account ( USAA ) to an unknown account ( later determined to be XXXX XXXX XXXX XXXX. I immediately notified my bank, USAA, that same morning, XXXX XXXX, of the fraudulent transfer. I also followed up in writing to USAA on XXXX XXXX, XXXX XXXX, and XXXX XX/XX/2018, and requested the funds be returned to my account and that they pursue the fraud investigation. USAA responded on XXXX XX/XX/2018 that their fraud investigation is complete and they determined no fraudulent activity. On XXXX XXXX, USAA responded that their decision was based on multiple USAA system security records. Apparently the fraudulent wire transfer occurred due to fraudulent online access to my USAA checking account. USAA has failed to return the funds to my account as requested and they have failed to adequately investigate this incident.
On XXXX XX/XX/2018 I notified XXXX XXXX XXXX, by both mail and email, of the fraudulent transfer to their account. XXXX XXXX XXXX responded that I must first work with my bank, USAA, to contact them about the fraudulent activity.
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 20, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: IA
Product: Debt collection
Sub-Product: Other debt
Issue: False statements or representation
Sub-Issue: Attempted to collect wrong amount
Full Complaint:
I just received another notice from USAA which clearly shows that they have no idea of what they are doing. They are misrepresenting my second payoff check as a request to reapply the amount to my loan. It was the loan payoff check that I was forced to resubmit because their personnel could not read and match the loan number on the original check with their own loan statement payment coupon which was mailed with the original loan payment. A payment they clearly received in time to make an earlier payoff, since they returned that original check to me. Their own rejection form ( all of which has been included with my previous complaints [ # XXXX and # XXXX ] ) falsely claims the payment was rejected for missing/improper loan identification number. Their inability to admit to their own negligence with such messages is becoming a harassment. What is it going to take to straighten these people out?
Response Type: Closed with explanation
Public Response:
Company believes complaint is the result of an isolated error
Date of Complaint: December 21, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MD
Product: Checking or savings account
Sub-Product: CD (Certificate of Deposit)
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 21, 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: Deposits and withdrawals
Full Complaint:
I met a man online who was selling his airline miles. I was interested and we settled on a {0.00} amount, of which half was due before the miles can be used. He told me I could use XXXX to send him the half ( {0.00} ). I felt good because the XXXX i will use is through my bank which is USAA bank and I felt that should protect me. I sent the money and immediately the man got it he stopped responding to my messages and his number got disconnected as well. I reported it immediately to my bank and it took my bank only less than 24hours to tell me that the transaction was not an error and I am not protected from such scammers and at the end they instructed me to contact the scam artist to get my money back! First of all I never said an error I told them I was scammed, the investigator chose to use the word error instead to minimize their responsibility and make it trivial which is offensive.
If a bank allows a service to be used by their customers through their account and they dont do everything to protect them than why am i keeping my money with that bank? The fact that XXXX is directly included in my bank options gave me the extra trust that made me think XXXX must be good. I want my money back from USAA!
Another big issue is that the investigation department didnt reach out to me for clarification and they have no phone number for me to call them directly. Each time you have to call a general number that sends them the message to call you and they usually take their time before calling you back. In other instance they call and if you miss it they NEVER call back again. I wonder why am baking here, my recommendation is just use them to get only the membership.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 20, 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: Can’t close your account
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.