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: July 27, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NC
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Deposits and withdrawals
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: July 27, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AP
Product: Checking or savings account
Sub-Product: Checking account
Issue: Closing an account
Sub-Issue: Company closed your account
Full Complaint:
On XX/XX/2018, USAA closed all of my banking and investment accounts- no reason was given. They also closed my wifes investment accounts and credit card. We have excellent credit scores and are shocked that this has happened.
We are confused and feel that we have been taken advantage of.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: July 27, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: KS
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Problem using a debit or ATM card
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: July 28, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TN
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 the following complaint was filed … This XXXX XXXX account # XXXX is Paid-in-Full. The account is not ” Open ” or in a ” Payment Plan ” as it is completely paid. USAA has been asked to correct this inaccuracy. XXXX and XXXX have also been notified to correct the false information but have not. Company responded on XX/XX/XXXX. ” In your submission, you indicate the XXXX XXXX XXXX XXXX ( XXXX ) account XXXX is paid in full and not open or in a payment plan. You indicate USAA, XXXX, and XXXX have not corrected this as requested. You ask USAA to report the account as paid and closed. In XX/XX/XXXX, USAA contracted a joint auto loan ending in XXXX for you and Mrs. XXXX. On XX/XX/XXXX, we received notification of a Chapter XXXX bankruptcy filing for you and XXXX XXXX. On XX/XX/XXXX, the loan was charged off for {000.00} in keeping with our procedures for debts in bankruptcy that have had no payments in 60 days. From XX/XX/XXXX, to XX/XX/XXXX, multiple payments totaling {000.00} posted to the loan, paying it off. ” My question is, ” If the loan is paid off, why can USAA not report the loan as ” paid ” and ” closed ”? Why does USAA continue to obfuscate? The facts are plain to see, the loan is paid and should be reported as ” paid ” and ” closed ”.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: July 28, 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: Problem with a purchase shown on your statement
Sub-Issue: Credit card company isn’t resolving a dispute about a purchase on your statement
Full Complaint:
In XX/XX/2017 I call USAA Saving Banks and requested to closed my checking account. I was told by a representative that I had pending charges and once they cleared they would send me a check in the mail for the remaining balance. I received the check and later cashed it. A few months later I received a notification that a late payment was reported to the credit bureau. I checked that notice and it was from USAA Saving Banks reporting that I owe them {.00}. They have been reporting me late for the last few months on an account that I closed in XX/XX/XXXX and received a refund from. I have enclosed a copy of that check in my dispute.
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: July 26, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: WA
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Deposits and withdrawals
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: July 26, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TN
Product: Checking or savings account
Sub-Product: Checking account
Issue: Closing an account
Sub-Issue: Company closed your account
Full Complaint:
I submitted a complaint to the CFPB regarding this same institution. They claimed to have resolved the previous issue but had lied with regards to consumer contact. Since they have charged my account several fees then closed my account without notice.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: July 28, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TN
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/2018 CFPB complaint # XXXX was filed. The complaint requested that USAA report account # XXXX as ” paid ” and ” closed ”. USAA responded to the complaint on XX/XX/2018 stating information that the loan ending in XXXX was ” included in a ChapterXXXX/Discharge status ”, yet a balance of {0.00} was due. This can not be true as you can not Discharge a Chapter XXXX and still have an account balance. Something is wrong here. It appears that USAA is 1 ). Calling into question the competency of the Trustee and Bankruptcy Judge, and, 2 ). Wants payment of {0.00}. I request further clarification from USAA to what it will take for them to report account # XXXX as ” paid ” and ” closed ”. In the response to the previous complaint USAA only obfuscates, going over the Chapter XXXX information, ( although their numbers and the numbers on the Chapter XXXX Disbursement Schedule do not match ), and blaming the CRAs for not reporting information correctly – even though the merchant tells the CRAs what to report. Ultimately, USAA does not address why they will not report the account as paid and closed. I have included as attachments the initial complaint, credit report, my Chapter XXXX Disbursement Schedule, and Chapter XXXX Discharge Letter.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: July 28, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-Product: Credit reporting
Issue: Credit monitoring or identity theft protection services
Sub-Issue: Billing dispute for services
Full Complaint:
This has already been paid off they took it out of a CD I had and paid my credit card with it so I don’t owe any balance for his and the USAA rep told me to dispute it so it can get taken off.
Alert Date XX/XX/2017 Source XXXX Company USAA SAVINGS BANK Payment Status Over or At Credit Limit Status Date XX/XX/2017 Balance {0.00} Balance Date N/A Address XXXX XXXX XXXX XXXX, TX XXXX Not sure what this is? Contact XXXX
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: July 27, 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: Trouble using your card
Sub-Issue: Can’t use card to make purchases
Full Complaint:
I applied for a USAA Secured Credit account approximately two months ago. After putting a certificate of deposit ( {0.00} ) to serve as collateral, my account was approved.
I have been using and making steady payments on the account up until now. This month ‘s statement balance was the first time I ever had paid an available balance in full.
I made the available balance payment ( in multiple transactions ) two days early than my statement closing date. The payments I made posted a business day before my payment was actually due.
USAA is refusing to apply the balance towards my credit limit ( restore my credit limit ) ; while the balance is applied towards my account, the use of my card is limited.
USAA gave several reasons as to the case : 1. Payments were made with an external account and the credit card was too young – I have been a customer with USAA for over 3 years, and have used only this account to externally fund the approximately nine ( 9 ) diverse accounts I have with them. This external payment account is with Chase bank, and the routing number and account number have been given to USAA prior to opening the account.
2. USAA wants to be sure that they are getting the money – this is the most insulting thing I have ever heard from a bank, especially one of USAA ‘s caliber ; the card is secured against a deposit, which USAA can reclaim in any event my financial obligations are not met.
3. USAA stipulates that they have the right to increase, reduce, cancel or suspend any credit line – the lack of application of a paid amount to a credit line doesn’t normally constitute a credit line reduction or suspension. It does however, indicate USAA ‘s purposeful neglect in adhering to the terms of its own agreement – where payments made will be credited to the account the same business day ( though this means the account, not the credit line, this does not mean to say that USAA can abuse this power ). At any rate, USAA should not abuse this clause.
I have a hold of 7 days on the account for a 30 day billing cycle. Translated yearly, this equates to a nearly three ( 3 ) month loss of use every year. Further, I was so ecstatic about receiving a credit card from USAA that I increased the credit limit ( by increasing the CD amount ) by {0.00}, making the total amount of secured credit offered to me at {0.00}. This also received a payment hold. When I spoke to USAA credit card customer service, they informed me that credit line increase holds were defined in my credit card agreement ( a rather full version is found at XXXX XXXX XXXX XXXX XXXX XXXX ), but could not tell me specifically where such a stipulation or clause was present.
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.