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: February 2, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MD
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 the XX/XX/XXXX, I attempted to withdraw {0.00} at a ATM machine and received a ” Decline ” error message. I immediately attempted to use the second ATM machine beside the one that gave the ” Declined ” message because I knew I had enough money in my account to cover the requested amount, but received a ” Temporary out of order message from the second machine. No money came out of either ATM machines. However, when I checked my account balance, USAA deducted {00.00} on each ATM unsuccessful request ( XXXX twice ). I called USAA on the XX/XX/XXXX and informed USAA of their mistake. I told them no money was received and filed an ATM dispute. Since then, I have contacted USAA more than 20 times without resolution.
On the XX/XX/XXXX, I received an email from USAA informing me that one of the transaction was reversed and that the amount of {00.00} was placed back into my account and that they regard the issue closed. My issue is that there was two deduction of {00.00} taken out of my account. The reverse amount does not reflect on my account balance. What USAA did was to give a credit of {00.00} pending the conclusion of my dispute. I need my money {00.00} x 2 back into my account.
Solution : I need both amount of {00.00} put back into my account.
Response Type: Closed with non-monetary relief
Public Response:
Company believes complaint is the result of an isolated error
Date of Complaint: February 1, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Credit card or prepaid card
Sub-Product: General-purpose prepaid card
Issue: Trouble using the card
Sub-Issue: Problem adding money
Full Complaint:
RE : USAA Savings Bank I entered an automatic payment of {0.00}, and stipulated the posting date as XXXX XX/XX/XXXX.
On XXXX XX/XX/XXXX, the amount was withdrawn from my bank.
However, funds were not available on my prepaid XXXX.
On XXXX XX/XX/XXXX, I spoke with a USAA CSR, ( 40 minutes, 54 seconds ).
I was told that my ” payment history ”, ” credit history ”, ” source of funds ”, and ” # of payments ” were factors related to the delay, and that a 10-day hold had been placed on my account. Notification of the ” defender hold ” was not received via the app, email, phone, text, or USPS. Of note : ALL of my prior payments were made prior to the due date, I hadn’t made any attempt to exceed the prepaid limit of my card, ( {0.00} ), the account used for the payment had remained consistent, and prior payments were posted upon receipt.
I was dissatisfied with this explanation, and XXXX, ( XXXX ), refused to provide his employee id #. He further suggested that the ” payment was large, compared to my credit limit ”.
A subsequent CSR educated me about the Credit Card Act of 2009 and ” money laundering ”.
The hold caused significant financial financial distress, in that I was attempting to pay the entire balance due, had no access to the funds in my checking account OR XXXX for 10 days. I had no access to other funds.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: February 2, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-Issue: Problem during payment process
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: February 1, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: KS
Product: Checking or savings account
Sub-Product: Checking account
Issue: Problem caused by your funds being low
Sub-Issue: Overdrafts and overdraft fees
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: February 1, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Checking or savings account
Sub-Product: Checking account
Issue: Problem caused by your funds being low
Sub-Issue: Non-sufficient funds and associated fees
Full Complaint:
On XX/XX/2017 I made an internet purchase that was mistakenly deducted multiple times from my checking instead of once. This did not come to my attention until I was accumulating NSF fees from USAA when my auto-bills and savings transfers were deducted. I brought this to the attention of USAA and made several calls stating that this was a mistake and the excessive fees are keeping the account in negative balances which in turn is accruing more fees.
The representatives refused to remove these fees even though this was not my fault and they have accumulated to a total of {0.00}, which is absolutely excessive. Today they told me that as a courtesy they would remove two of them, the total is still over {0.00} dollars. Not only this they have given me poor financial advice in response, one rep I spoke to was condescending and told me that I should apply for a different credit card with a higher limit to handle all of this, I did this and it lowered my credit score. Another representative suggested that I get rid of my acorns savings app because those transfers of small amounts are what triggered a few of the fees, as though it were because of the app and not because of the fact that over {0.00} is missing from my account.
I had no choice but to take out a {0.00} emergency loan from a family member just to get the account to even so the fees would stop. I asked how they can possibly justify taking {0.00} from me over a mistake and they just repeated ” there’s nothing we can do. I make enough money to cover my bills and I send a small amount to savings, USAA has completely taken advantage of me, {0.00} is greedy and excessive. Also after the way they talked to me and their ” suggestions ” about what I should do, I feel discriminated against for my financial status, it’s my choice to do what I do for a living even if will not make me rich, it makes me happy and it affords me what I need, it does not afford me to pay USAA ‘s frivolous fees for nothing.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: February 1, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: February 6, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NC
Product: Checking or savings account
Sub-Product: Checking account
Issue: Closing an account
Sub-Issue: Funds not received from closed account
Response Type: Closed with monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: February 2, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MD
Product: Checking or savings account
Sub-Product: Other banking product or service
Issue: Opening an account
Sub-Issue: Unable to open an account
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: February 1, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: ID
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Trouble using your card
Sub-Issue: Credit card company won’t increase or decrease your credit limit
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: February 5, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Problem using a debit or ATM card
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.