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: August 31, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NV
Product: Money transfer, virtual currency, or money service
Sub-Product: Mobile or digital wallet
Issue: Fraud or scam
Full Complaint:
On XX/XX/2018 I sent two transactions using an app payment method ( XXXX ), on for {.00} and the second for {0.00}, I was buying tickets from someone for a total of {0.00} and was told I can pay the rest of the money once I received the ticket. On XX/XX/2018 I further ask information about the tickets and the person selling the tickets blocks me. Then through the app I ” request ” a total of {0.00} back from the scammer, I request it on XX/XX/2018 and get declined twice. I also called my bank to dispute the transaction and they tell me they are unable to do so. This is someone I trusted and was acquaintances with, so I was given no reason not to trust them. I then looked them up on social media and was also blocked from all of their accounts, however I saw this happened to another woman by the same guy and i have been in contact with her as well.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: August 30, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VT
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Fee problem
Response Type: Closed with monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: August 29, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Money transfer, virtual currency, or money service
Sub-Product: Mobile or digital wallet
Issue: Fraud or scam
Full Complaint:
I was attempting to make a purchase for a pair of concert tickets totaling {0.00} dollars on XX/XX/2018 via XXXX. The seller then says he can transfer the tickets from his XXXX account to mine and I can pay him with XXXX/online banking. I explained to him I never used it and when the seller mentioned it was a service through my own bank, I felt comfortable sending the money thinking my bank would help me out in case something goes wrong. I completed the transaction and sent the money out. Once that was done the seller texts me telling me that they will send the tickets ASAP but nothing was ever received. I tried calling, text messaging over and over but no reply, no answer. I immediately called my bank ( USAA ) in attempt to dispute it and report fraud/scam but they couldn’t help me. They said they would look into it and get back to me in 5 business days or so. Based on my research, I looked up this seller and found out that these guys have been doing it all around my neighboring cities. Same post, same description with all the same information scamming all kinds of folks. It wasn’t until I researched this seller up the next day to find out other people have already been scammed by this same seller. I an addition to that, never knew that there is no protection by USAA or XXXX on this type of transaction and I find that completely unfair. They fail to disclose that this service is only to be used among family. I really need your help to recover my money as this is FRAUD all across the board and feel like I have no support. Hope I get help in this matter and recover my money.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: August 31, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: IN
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-Product: Credit reporting
Issue: Incorrect information on your report
Sub-Issue: Information is missing that should be on the report
Full Complaint:
XXXX payments still have not been reported to the credit bureaus. I have received a copy of my payment history from your company via mail today. I will continue filing complaints until all payments are properly reported to all credit bureaus. You stated starting in XX/XX/2018 all payments would be reported after my forbearance period, refer back to taped phone calls with your company. As of today, they are still not being reported. This issue will not be resolved until my payments are all properly reported with the credit bureaus. Per your representative, XXXX XXXX he suggested I find another bank to refinance my loan, I have yet to do so since XXXX XXXX XXXX, XXXX XXXX and XXXX XXXX XXXX XXXX stated, ” XXXX XXXX XXXX XXXX needs to report all payments with the credit bureaus. This can easily be resolved by the company submitting a report showing all payments that are missing as now being reported, ” XXXX. ” Your company is once again, holding me back from now refinancing and then selling my home.
When will this end? XXXX?? XXXX? You tell me as XXXX of many consumers I am finding out that have gone through this same issue, USAA XXXX XXXX XXXX not reporting payments with their mortgage loan to the credit bureaus.
Your representative XXXX XXXX did not return calls nor emails all of the time, especially when he stated he would contact me back. Instead CFPB would send me an alert stating you submitted a response to my complaint. I have contacted your company again this week, this morning to address the missing payments. When is this going to be so easily resolved? This is a XXXX issue, problem that continues …
I thought your company XXXX was to help and support all veterans. I have other coworkers that are having the same issue with XXXX not reporting all payments with regards to their mortgage loan. Seems I am not the first. I never had problems with car loans nor bank accounts with XXXX, seems only the mortgage sector of your company has the issues.
Sincerely, XXXX 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: August 29, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
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 non-monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: August 27, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: OR
Product: Checking or savings account
Sub-Product: Other banking product or service
Issue: Managing an account
Sub-Issue: Problem making or receiving payments
Full Complaint:
***Please see attached letter and full timeline and dates of correspondence with USAA .
Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX.
XXXX, D.C. XXXX Dear Sir or Madam : I am writing to request your assistance in resolving a missing deposit with USAA Federal Savings Bank. We have attempted without avail to locate {0.00} of EFT/ACH transfers that were sent by another institution and failed to credit to our account. USAA acknowledges the transactions and yet our accounts have not been credited the money. We have exhausted all opportunities to resolve this matter with each institution and as of XX/XX/2018 have yet to see the money. After nearly 30 days of extensive communication and efforts neither bank is willing to address our concerns or escalate our concerns internally. Furthermore, internet research has revealed that our experience regarding USAAs obfuscation and denials of requests for assistance ( despite clear evidence that USAA was at fault ) is not unique to us. There are numerous instances of similar experiences occurring to others. Based upon our experience, it is also likely that there may be similar situations in which customers have no idea that USAA has simply kept their money without depositing it into their accounts. Therefore, we request the following : 1 ) Assistance in returning {0.00} owed to us by USAA ; 2 ) Initiate an investigation of USAAs electronic banking practices to address the broader systemic problem of failure to provide clients with timely access to their funds ; and 3 ) Levy fine fines upon USAA that are significant enough to deter USAA from creating similar situations/problems in the future.
We have spent an extensive number of hours with both banking institutions support teams attempting to facilitate remediation and we requested escalation of the matter. We attempted to obtain the name and address of an appropriate level of management and/or a compliance officer to express our concerns in writing. USAA was unwilling to provide this information. In fact, they indicated they would charge us a research fee of {.00} per hour to further research the matter of our missing deposits. I have attached a timeline of events for your review.
We appreciate your assistance in resolving this matter and for proactively insuring that others do not have a similar experience.
Complaint Tags: Servicemember
Response Type: Closed with monetary relief
Public Response:
Company believes complaint represents an opportunity for improvement to better serve consumers
Date of Complaint: August 30, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CO
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: August 31, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Deposits and withdrawals
Full Complaint:
On XX/XX/2018, an unauthorized user changed the password on my USAA online banking account. I was notified by USAA and changed the password online. On XX/XX/XXXX, there were unauthorized charges on my debit card made online. USAA issued me a new debit card but then froze my account ( no online access, no use of debit card, no auto payments ) for three business days starting on XX/XX/2018. By Friday, XX/XX/XXXX, I still did not have access to my accounts. The representatives told me it was because they couldn’t reach anyone in the fraud department. It has been over a week since my account was frozen and I do not have access. USAA failed to upheld their end of the agreement to conduct an investigation in three business days and then unlock my account. As of right now, I still do not have access to pay monthly bills such as my mortgage and my cell phone bill. Both are normally deducted via autopay and USAA has locked my account. This will negatively affect my credit score.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes complaint is the result of an isolated error
Date of Complaint: August 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: Fees or interest
Sub-Issue: Charged too much interest
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: August 27, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NV
Product: Vehicle loan or lease
Sub-Product: Loan
Issue: Managing the loan or lease
Sub-Issue: Billing problem
Response Type: Closed with non-monetary relief
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.