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: April 15, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Debt collection
Sub-Product: Credit card debt
Issue: Attempts to collect debt not owed
Sub-Issue: Debt was paid
Full Complaint:
I ordered a knife from XXXX XXXX XXXX, XXXX XXXX WI and used my XXXX XXXX CREDIT CARD to pay the {.00}. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. XXXX XXXX, TX XXXX, keeps billing me for {.00} each and every month. I have called XXXX XXXX at XXXX and voiced my concern and they said they would take care of the matter. Now I received a letter demanding {.00} that I do not owe. XXXX XXXX is threatening to diminish my almost perfect credit record.
I have never missed a payment with XXXX XXXX.
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: April 15, 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: 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:
On XX/XX/XXXX Spouse had a car accident XXXX XXXX XXXX which was totaled by XXXX XXXX XXXX on XX/XX/XXXX. Claim # XXXX. USAA paid XXXX to XXXX XXXX XXXX XXXX, XXXX FL and did not honor the Total Loss Letter sent to the Customer. Instead USAA sent Customer a late notice for Auto Loan Payments on the XXXX XXXX XXXX which was totaled by USAA. I’ve contacted USAA several times regarding this matter because I informed the Repair Shop on XX/XX/XXXX to stop all Repairs due to the Total Loss Letter received by USAA dated XX/XX/XXXX and XX/XX/XXXX. USAA let the Repair Shop continue with Repairs even after the Customer told them that he would not accept the Vehicle due to the fact the Vehicle is only worth $ XXXX and Repairs totaled $ XXXX resulting in 95 % repaired. This is XXXX XXXX XXXX XXXX XXXX TX that has decided to send late notices and collection notices regarding an Auto Loan for a Vehicle that was Totaled by USAA on XX/XX/XXXX. USAA stated to the Florida Insurance Commission that the XXXX XXXX XXXX XXXX XXXX would not give up the Vehicle. Note : This was not the Customers Shop of Choice and USAA decided to repair Vehicle at the Shop and not the Customer. USAA is sending negative reports to the Credit Agencies regarding Customer not paying for a Loan on a Totaled Vehicle. On XX/XX/XXXX. XXXX the Bank Officer and Insurance Adjuster informed the Customer that the Auto Loan would be paid off due to Vehicle being totaled. This never happened and USAA kept of sending funds for Repairs even though they asked the Customer to send back Title and Keys to Vehicle. This entire matter is still going on with the Shop stating as of XX/XX/XXXX that a Final Payment is still owed even though the Vehicle was totaled on XX/XX/XXXX. USAA should correct any information they’ve sent to Credit Agencies because per their letters they were supposed to recover Vehicle and pay out the New Car Replacement Policy and the GAP coverage which was on the Bank Loan! I’ve sent complaints regarding both XXXX XXXX and XXXX XXXX XXXX XXXX with the Florida Insurance Commission and Department of Agriculture. Note : I was in NY attending my Little Brothers Funeral when the accident happened on XX/XX/XXXX and did not return to Florida until XX/XX/XXXX. I signed the Repair order XX/XX/XXXX which was immediately revoked by letter from USAA on XX/XX/XXXX stating the Vehicle was a total loss. Now I’ve lost use of Vehicle for 5 months, new car replacement coverage and GAP coverage. Also getting late and overdue notices on my Credit Reports which should not be happening because the Vehicle was totaled and the Loan was supposed to pay off 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: April 15, 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: Deposits and withdrawals
Full Complaint:
On XX/XX/XXXX my XXXX yo son made a purchase at the local grocery store and withdrew money from the self serve check out. He missed place his card in between the store and home, only to discover that on Monday XX/XX/XXXX that a check for {00.00} was deposited by ATM with XXXX XXXX into his checking account and several withdrawals of his own personal money from a second checking account was transferred in the initial checking account where the bogus check was deposited. We live in the state of GA and there’s NOT a USAA branch in our state to make check deposits except by mobile banking.
Because my son account in the past was a joint account underneath mine, he is now XXXX but his account as well as both my checking and saving account has been frozen. I have filed a police report with the local authorities and is waiting for the police report. But I have uploaded a copy of my case number from the police to my USAA profile.
I have reached out to USAA on several attempts to get updates in the investigation only to be told that IF I pay the outstanding fee of {0.00} for the overdraft on my son ‘s account of the return check ( bonus check ) that was deposited AND the charges from the transactions that my son made prior to the check being deposited, would then OUR accounts be accessible.
Now, prior to the check being deposited into my son ‘s account, my son had funds well over {0.00} in his accounts MONTHS ago, as well the recent deposit of his payroll check of {0.00}. So had that bogus check NEVER been deposited into his account, ALL of his transactions would have been cleared.
So I refuse THEN as I do NOW, to be STRONG ARMED into paying for a debt that HE/I owe to release our funds. WHEN DID WE BECAME A THIRD WORLD COUNTRY TO START USING THESE PRACTICES????
WE BOTH have financial obligations that requires the use of OUR FUNDS NOW!!!! So please help.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: April 16, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA
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:
I have a USAA Visa Credit Card. I started getting charged for two subscriptions that I never subscribed to. I called USAA about these charges and they were reversed for the XX/XX/XXXX, and XX/XX/XXXX charged. But to have the charges reversed, I had to have that credit card cancelled and a new card issued. I thought that resolved these problems. I was not informed that the companies would receive from XXXX my new credit card number, expiration date, and security code. But these companies did receive that updated information — which I was unaware would happen — and charges were continued.
It is unbelievable that companies making fraudulent charges on a credit card would receive information about a new card being issued!
Details are as follows : XXXX charges of {.00} on XX/XX/XXXX, {.00} on XX/XX/XXXX, {.00} on XX/XX/XXXX and XXXX XXXX charges of {.00} on XX/XX/XXXX, {.00} on XX/XX/XXXX and {.00} on XX/XX/XXXX.
USAA has told me that to have the charges from XX/XX/XXXX and XX/XX/XXXX I will have to have my credit card cancelled again and have a new card issued again. I find this unacceptable.
I spent hours on the phone trying to get in touch with XXXX and XXXX XXXX and was told that the accounts would be cancelled but they would not give me any information on how these accounts were opened with my credit card information. I
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: April 17, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA
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
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: April 16, 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: Banking errors
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: April 15, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
Product: Debt collection
Sub-Product: Auto debt
Issue: Took or threatened to take negative or legal action
Sub-Issue: Seized or attempted to seize your property
Full Complaint:
USAA Banking Auto Loan Department keeps sending Collection and Late notices for XXXX XXXX XXXX which USAA totaled on XX/XX/XXXX.
USAA sent Repro Agent by our Home on XX/XX/XXXX to collect the XXXX XXXX XXXX which was still at the Repair Shop XXXX XXXX XXXX XXXX.
USAA totaled the XXXX XXXX XXXX on XX/XX/XXXX per their letter and has been sending Customer threatening letter regarding collection and repossession even after USAA totaled the Vehicle.
Customer responded back to USAA on XX/XX/XXXX and informed them of the entire situation and the fact that XXXX XXXX totaled the Vehicle. The Customer notified the Bank first thing after the accident happened to ensure the USAA Bank was communicating with XXXX XXXX Adjuster to payoff loan as stated by XXXX XXXX ( Bank Officer ) and XXXX ( Adjuster ).
USAA continued to let XXXX XXXX XXXX XXXX complete repairs on a Vehicle they totaled. The total of repairs {000.00} on a Vehicle worth $ XXXX 95 % damaged and USAA wants the Customer to still pay the loan on a Vehicle which has lost over 90 % of it’s value and now has a Totaled Title.
The title and keys were sent back to USAA per their request so the responsibility of the Vehicle is with USAA since they took ownership and kept on paying the Shop even after the Customer told the Shop to stop all repairs on XX/XX/XXXX.
Why does USAA Bank Auto Loan Department feel that the Customer is still responsible for the Loan payment on a declared Totaled Vehicle? Why did USAA not perform its obligation and responsibility to the Customer as stated in their Total Loss Letters?
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: April 16, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AL
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: April 16, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Payday loan, title loan, or personal loan
Sub-Product: Personal line of credit
Issue: Getting a line of credit
Full Complaint:
I applied for a personal line of credit in the amount of {00.00} to make repairs to my home. I used USAA ‘s online application and was denied. The reasons cited were serious delinquencies on my account, which is incorrect. I do not have any outstanding balances on my account. There is a Bankruptcy from XX/XX/2014that was dismissed when I became unable to work, however, the small amount of debt that was placed in the Bankruptcy has since been paid when I began to receive my XXXX payments. The bankruptcy was filed to save my home and all my accounts are in outstanding condition. Therefore, I believe that USAA is using incorrect information. I called and asked to speak with a senior representative and have gotten nowhere. I have banked with them for over 15 years and have not burned them on any payments or been delinquent on anything ( automobile insurance ) or checking account. I do not have a bankruptcy account listed with them and am just baffled about how they are getting this wrong information. My application was unfairly declined. I wand someone at the corporate level to relook at my application.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: April 17, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MS
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-Product: Credit reporting
Issue: Incorrect information on your report
Sub-Issue: Information belongs to someone else
Full Complaint:
USAA Savings Bank account No. XXXX out of XXXX XXXX, Tx submitted a delinquent account on my behalf, XX/XX/XXXX. I did not apply for credit with USAA bank and they list an address of XXXX XXXX XXXX XXXX, XXXX, FlaXXXX. I have NEVER lived in XXXX. This account is not MINE.
I wrote a letter to XXXX, disputing the report. I sent them copies of my bills at my present address, which I have lived at since XXXX, and proof of my previous address for 27 years prior to that. I sent a copy of my Ms. drivers license, copies of my cable bill, copies of the security system, copies of my power bills, etc, proving that I live at XXXX XXXX XXXX XXXX, XXXX, Ms .
I mailed all of this on XX/XX/XXXX, signature required. I received XXXX ‘s reply today XX/XX/XXXX, stating it would remain on my credit report.
Can you help me.
Thank you
Complaint Tags: Older American, Servicemember
Response Type: Closed with non-monetary relief
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.