July 2018 Complaints Against USAA

Compiled from Public Data by FairShake

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In 2018, the CFPB received 1126 complaints against USAA. USAA ranked Number 32 among all financial companies for the most complaints.

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Complaint Details:

Date of Complaint: July 11, 2018


State: MD

Product: Checking or savings account
Sub-Product: Checking account

Issue: Closing an account
Sub-Issue: Company closed your account

Full Complaint:
I have ben a member in good standing of USAA for over 20years and former servicemen.

On XX/XX/XXXX received a letter advising that I am using my account for business transaction. Indicators for business transactions were ” Deposits in the name of the business ” I don’t recall any deposits in the name of the business being made. No supports were given.

On XX/XX/XXXX received a voicemail asking about possible business activity on my personal checking account with USAA.

XXXX XX/XX/25 I returned the USAA call at phone number XXXX, and talked to Mr. XXXX XXXX ( spell ) and answered / clarified all his questions and deposits. He was satisfied and said if any other questions or concerns they would contact me.

XX/XX/XXXX – My wife with her kids tried to withdraw cash from a ATM but was unable due to the account being closed. I called a USAA rep and asked to speak to a supervisor.

XX/XX/XXXX I talked to Mrs. XXXX and she reviewed the file and said the account was closed. I gave her all my info ( recapped above ). She would follow up with me on the follow day ( XX/XX/XXXX ).

XX/XX/XXXX received a follow up call from Mrs XXXX and she said a letter was mailed to me on XX/XX/XXXX Friday that they would close my account due to business transactions. I never received this notification or any other communication whatsoever since XX/XX/XXXX.

I asked Mrs XXXX to send me the letter via USAA documents on line. Which I attached to this file.

XX/XX/XXXX – I’ve asked Mrs. XXXX to escalate this and to speak to XXXX XXXX, Genal Manger, Deposit Experiences whom sent the letter closing the account..

I was advise this area of the bank was not for members access but Mrs XXXX would try and escalate accordingly.

As of XX/XX/1600 hours No call back or details on how I can ask my questions as to what supports they were looking at. I have my money locked with a promise of a ” check in the mail ”.

+ Keep in mind, Friday XX/XX/XXXX is the letter saying they closed the account. ( See attached file ). This was mailed to my home.. I have not received this letter due to the fact it was mailed Friday the XXXX and the weekend, I only learned of the account closing when we tried to withdraw money. Not affording me ANY time to move my money or set up a new bank account so I can pay my bills or deposit my pay. I have checks and other deposits coming to my account that will not clear and bills that will not get paid. I did not receive notification prior to closing the account. I will incur fees, possible credit reporting issues and other associated items due to the banks improper notification or providing supports for closing my account.

As a former service man I am astonished of the lack of supports, reason and communication on this subject matter. It has basically been once sided with no means of me to speak with a manager in charge of the decision process. For a bank that services the service women and men and advertise loyalty and support. – this is so far from the truth with regards to this issue.

We are at a loss.

Complaint Tags: Servicemember

Company response:

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.