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: May 2, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AZ
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Problem accessing account
Full Complaint:
I hold the durable power of attorney for my aunt who is medically unable to handle her finances and other items. Earlier last year we decided to move all of her banking from XXXX and XXXX XXXX to USAA Federal Savings Bank. This process was extremely difficult because even USAA didn’t understand their own process for establishing a power of attorney on a new account. We were forced to deal with the same account lock out situation. After several weeks, the account was set up with the power of attorney and I was able to manage my aunt ‘s financial obligations.
Today ( XX/XX/2018 ) when I tried to access her account, I received an error message indicating the account had been locked because contact information was incorrect. This seemed odd as I did not recently provide any contact information. I called the phone number that was provided to unlock the account and was told I would have to call back in several days. They refused to give me any reason for the account lock and hung up on me.
I understand that sometimes security issues arise but that is no excuse for not notifying the member or their representatives ( as specified in the account details ) that were created when the account was opened that access may be limited during a security review. If USAA doesn’t understand their own processes for POA ‘s on an account, perhaps they should review their policies and procedures and provide remedial training.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: May 1, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NE
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
Complaint Tags: Older American, Servicemember
Response Type: Closed with explanation
Public Response:
Company believes complaint is the result of an isolated error
Date of Complaint: May 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 complaint is the result of an isolated error
Date of Complaint: May 1, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AZ
Product: Vehicle loan or lease
Sub-Product: Loan
Issue: Managing the loan or lease
Sub-Issue: Problem with fees charged
Full Complaint:
In the beginning of the year i took out 2 auto loans one for a truck and one for a car from USAA. USAA accepted a payment on XX/XX/XXXX for the truck loan. On XX/XX/XXXX i set up automatic payments to be drafted out of a different account beginning in XX/XX/XXXX and then on XX/XX/XXXX they took another payment for the truck and on XX/XX/XXXX they took a payment for the car causing my bank account to hold a negative balance. and generating a non sufficient fund fee of {.00}. they refused to refund the {.00} or admit that their computer system made an error. I believe this is another example of fraud by a large bank to generate unnecessary fees against consumers.
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: May 1, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA
Product: Debt collection
Sub-Product: Credit card debt
Issue: Attempts to collect debt not owed
Sub-Issue: Debt is not yours
Full Complaint:
I received a letter from a debt collector trying to collect a debt that I received a XXXX for. They never put in writing I can dispute the debt only a payment option.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: May 2, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: OR
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Funds not handled or disbursed as instructed
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes complaint is the result of an isolated error
Date of Complaint: May 1, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Checking or savings account
Sub-Product: Checking account
Issue: Closing an account
Sub-Issue: Company closed your account
Full Complaint:
USAA closed all of my bank and credit accounts without warning or reason.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: May 3, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: WA
Product: Debt collection
Sub-Product: Credit card debt
Issue: Written notification about debt
Sub-Issue: Didn’t receive enough information to verify debt
Full Complaint:
USAA Savings Bank has violated 15 USC 1692 by continuing collection activity after a cease and desist and 15 USC 1681 by failing to report complete and accurate information to credit reporting bureaus.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: May 3, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CT
Product: Vehicle loan or lease
Sub-Product: Loan
Issue: Managing the loan or lease
Sub-Issue: Problem with additional products or services purchased with the loan
Full Complaint:
On XX/XX/XXXX, I contacted my bank, USAA, to set up an auto loan to purchase a new vehicle. The rep was helpful and set everything up while we were on the phone. As part of the process, the rep offered ” Total Loss Protection ” on the loan for {0.00}. I stated I wasn’t sure if my auto insurance ( also through USAA ) already had Total Loss Protection coverage on it, but the rep assured me I could ” call in and cancel ” the Total Loss Protection at any time within 60 days and it would be refunded immediately if I had coverage / did not want it. I was told the {0.00} for the Total Loss Protection could not be put on the loan, but would need to be payed upfront, on a credit card. After being reassured, again, that the {0.00} could be easily refunded with a ” quick phone call ”, I went ahead and authorized the payment.
I picked up the vehicle on XX/XX/XXXX, checked my insurance coverage shortly thereafter, and found my auto insurance plan did indeed offer Total Loss coverage. I called USAA to cancel the Total Loss Protection on the loan and request a refund. After 58 minutes and multiple transfers, I was told canceling the Total Loss would not result in a refund to the credit card I paid with. I was told once I provided a written request, {0.00} would be applied to the back-end of my auto loan. I let USAA know this was not what I had agreed to, and was not pleased. They reviewed the initial call with their rep, acknowledged that she did ” perhaps ” misrepresent the method of refund, but would do nothing to rectify the situation.
Thus began an epic battle to even obtain the {0.00} principal payment ( which, as of this writing, I still have not seen ). Multiple phone calls ( many of them an hour or longer ), online ” chats ” with reps, broken email links, faxes sent, and hours wasted. I have never seen such obstacles placed to obtaining a refund for an unwanted and misrepresented product. In the 13 years I have been a member at USAA, I have never experienced such rudeness ( and at times, such thinly veiled hostility ) as I have over these last few weeks in dealing with this.
All I asked was for USAA to do as they said : initially, the expectation was for a ” quick and easy refund ” if I cancelled the Total Loss Protection ; now I am just hoping for the ” principal payment ” on the loan in the amount they owe me.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: May 1, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: OH
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
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.