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: June 1, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NY
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Deposits and withdrawals
Full Complaint:
I contacted my ( bank ) USAA on several occasions during late XX/XX/XXXX and early XX/XX/XXXX regarding the issue identified below concerning my government card payments being returned as NSF : M XXXX XXXX credit card account was closed due to two returned ACH payments during XX/XX/XXXX, payments I initiated via online and USAA returned as NSF.
Upon receiving notification from USAA Bank of the returned payments I contacted USAA to ascertain why my payments were returned and unfortunately, I did not receive a prompt explanation of the issue ( s ) that caused this action.
After further communications with USAA regarding the returned ACH request for payments, they refunded the four NSF fees associated with the ACH requests I initiated, as each online check request was presented twice. I also requested USAA provide verification of the NSF payments as errors and they informed me that they have no formal verification template form or process that would meet XXXX requirements, but would provide a transaction history that shows the NSF activity and return of NSF fees.
To maintain a XXXX XXXX XXXX XXXX, there can be no more than two retuned payments within a 12 month period and in this case there were four within one month albeit, the same two ACH payments accounting for 4 NSFs.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: June 5, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-Issue: Other problem
Full Complaint:
I am a retired military veteran and WAS a happy, loyal USAA member for more than 10 years. On XX/XX/XXXX, I got a text message from USAA that my credit card limit had been increased. That was great news because I use credit quite frequently needed a little more cushion. Unfortunately, when we tried to use the card later that day, it declined. I called the bank to find out why and they said rudely ” What credit card? We don’t show one on file. ” After several frantic phone calls, we finally discovered someone at USAA closed my account. This wasn’t just a precautionary security lock … ..it was force CLOSED. I demanded to know why, but no one had the answer. One guy from the credit card department said it looked like someone in the security department made a mistake and would be reprimanded. I was mad to say the least. As a military guy, a bunch of my friends and family work or bank with USAA so I posted on social media about the situation. Soon after, I received a message in my inbox from XXXX XXXX that my account was closed due to ” unacceptable behavior ”. I found out later from an insider they were taking screenshots of my conversations on social media. This leads me to believe XXXX XXXX may have abused his power at the bank to punish me for complaining publicly.
A few days later, I got a call from a bank employee who said she represents the CEO, XXXX XXXX. Apparently the executive board made a ” business decision ” to close my account and they were in the process of closing my mother ‘s, brother ‘s, cousin ‘s and spouse ‘s accounts. She also said they are not going to tell me the real reason why because by law they don’t have to and they have no record of the conversation I had with the credit card guy about them making a security mistake. It felt like a total abuse of power. I have reason to believe XXXX XXXX improperly used his position at the bank to influence this ” business decision ”.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: June 4, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NV
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 complaint is the result of an isolated error
Date of Complaint: June 1, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NY
Product: Checking or savings account
Sub-Product: Checking account
Issue: Closing an account
Sub-Issue: Company closed your account
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: June 4, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NJ
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-Product: Credit reporting
Issue: Incorrect information on your report
Sub-Issue: Account information incorrect
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: June 3, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NJ
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
Full Complaint:
RE : Experian Report # XXXX ; TransUnion File # XXXX On XX/XX/XXXX, I sent USAA a letter requesting am investigation under FCRA Section 623 regarding tradelines I previously disputed with XXXX and XXXX. These inaccurate tradelines were incorrectly verified by the credit reporting agencies.
My letter ( attached ) included report numbers from the above-mentioned bureaus ; my name and address ; the account numbers as listed on the credit reports ; and the relevant pages from my XXXX credit report ( attached ).
This letter was sent via Certified Mail, Return Receipt. USAA received the letter on XX/XX/XXXX ( # XXXX, attached ).
On XX/XX/XXXX, I received a response from USAA ( attached ) dated XX/XX/XXXX indicating that my dispute was frivolous and requesting the ” specific accounts ” and ” an explanation of the basis of the dispute. ” I object for two reasons : ( 1 ) All requested information was provided in my letter of XX/XX/XXXX ; ( 2 ) According to the FTC, the Fair Credit Reporting Act allows USAA to determine that a dispute is frivolous or irrelevant under certain circumstances but requires them to notify the person who made the dispute of that determination within 5 business days of receiving the dispute. This means that a letter determining my dispute to be frivolous should have been mailed by Friday, XX/XX/XXXX. USAA ‘s letter to me is dated XX/XX/XXXX, was postmarked on XX/XX/XXXX ( envelope image attached as Exh. ” B ” ) and received on XX/XX/XXXX. Therefore, USAA has violated my rights under the FCRA.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: June 1, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: SC
Product: Debt collection
Sub-Product: Other debt
Issue: Attempts to collect debt not owed
Sub-Issue: Debt was result of identity theft
Full Complaint:
On XX/XX/2018, I wired {00.00} to a family member as a gift for their house. I noticed my savings account was extremely low. I mainly pay my car note with my savings account and XXXX. That is about it. I then noticed their was a loan on my account for {000.00}. The only loan I should have through USAA is a car loan. I have had loans with them in the passed however all of those loans were paid off. There have been opened credit cards on my credit report that I did not authorize and now this loan that I do not remember opening or signing for. I have also been experiencing fraudulent charges being made on my credit cards. So I have filed all of the necessary paperwork to get these fraudulent accounts removed from my credit report to the credit bureaus.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: June 4, 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: Problem making or receiving payments
Full Complaint:
On XX/XX/XXXX I purchased XXXX XXXX uniforms online for {0.00}. I called XXXX on XXXX and spoke with Customer Service Representative XXXX at XXXX XXXX for approximately 4 minutes. I called for assistance regarding the multiple pending charges from XXXX XXXX on my checking account ( {0.00}, {.00} and {0.00}. XXXX ). The charge for {.00} had been refunded and I wanted and needed access to the {0.00}. I was told that it should fall off in a day or two, but I could email customer service my bank statement showing the pending transactions. I emailed customer at XXXX XXXX on XX/XX/XXXX. I received a reply email from XXXX XXXX informing me that I’d have to wait 1 to 5 days depending on my bank. I spoke with a USAA bank representative via chat on XX/XX/XXXX ( XXXX ) and XX/XX/XXXX ( XXXX ), stating that I have to wait for the transaction to post and dispute or wait for the merchant to clear it and the pending transaction falls off. It’s been a week or 5 business days since my funds have been withheld from me and I’d like USAA to clear the pending transaction.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes complaint is the result of an isolated error
Date of Complaint: June 3, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CT
Product: Vehicle loan or lease
Sub-Product: Loan
Issue: Incorrect information on your report
Sub-Issue: Information belongs to someone else
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: June 1, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NV
Product: Debt collection
Sub-Product: Credit card debt
Issue: Attempts to collect debt not owed
Sub-Issue: Debt was result of identity theft
Response Type: Closed with non-monetary relief
Public Response:
Company believes complaint caused principally by actions of third party outside the control or direction of the company
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.