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: September 27, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA
Product: Vehicle loan or lease
Sub-Product: Loan
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:
I have a loan with USAA FSB. I have always made my payments on time. For some reason I realized that there was a late payment on my credit report. As you can see, I have always had a stellar payment record with this company. I tried contacting both XXXX, XXXX, XXXX and USAA FSB with no successful resolution. XXXX, XXXX and XXXX were reporting me late. There was definitely an error on their part. I was never 30 days late XXXX – XX/XX/XXXX / XXXX – XX/XX/XXXX.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: September 25, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AZ
Product: Mortgage
Sub-Product: VA mortgage
Issue: Closing on a mortgage
Full Complaint:
My closing disclosure document states on the page 4 that HOA fees were included in the Escrow costs from USAA for a monthly payment of {0.00}.
When I signed my initial monthly Escrow payments disclosure the payments stayed at {0.00}.
USAA has admitted that my
C losing Disclosure form is inaccurate, but now I’m stuck with the {.00} payment every month for my HOA when I thought that was included in my monthly Escrow Payment. It seems like a deceptive way to get someone into a mortgage and then come back with fees at a later date. The form on your website seems to say that’s where I look for covered costs and HOA is written in there clearly. I’ve included my CD below where it states that HOAs are covered.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes the complaint is the result of a misunderstanding
Date of Complaint: September 26, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Problem using a debit or ATM card
Full Complaint:
On or about Sunday, XX/XX/2018 I lost my wallet. It was left in a car that I rode in. I got my wallet back in my possession on or about XX/XX/2018. I notified my bank that I had some charges on my account that I do not recognize. Two from XXXX on my USAA account and one on my XXXX XXXX card. This total from XXXX on my USAA account was {0.00}. USAA denied the claim and stated I made the transactions. I immediately filed a police report and sent it to them to reevaluate the claim. I called today, Thursday, XX/XX/2018 to get a update and I was told they are sticking with the decision and I am to be held liable for the changes. On Wednesday, XX/XX/2018, I received a phone call from USAA stating that I would still be liable for the charges.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: September 26, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: DE
Product: Checking or savings account
Sub-Product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-Issue: Transaction was not authorized
Full Complaint:
I made a purchase online at XXXX on XX/XX/18 and the merchants website glitched and charged 11 duplicates for the same product. I immediately emailed the company after I noticed all the charges in my bank app asking them to cancel the duplicates. They refused and said all sales are final and I couldnt receive a refund. I then called my bank USAA to dispute the charges and they issued temporary credits, looked into the transaction and agreed it was a glitch and said I wouldnt be responsible. A month later I got a notice from my bank that they were starting an investigation. USAA asked me to contact XXXX and ask for a refund again. The merchant didnt answer for a couple weeks and when they finally reached back to me they said they only received 6 chargebacks. They supplied me with a label and I shipped 6 of the products back on XX/XX/18 and they received them on XX/XX/18 and told me they accepted the chargeback. When I got back in contact with a dispute rep from USAA they told me to ask about the remaining orders. I then started getting emails saying the disputed cases did not end in my favor and were being closed and the initial temporary credits started reversing and I still didnt have the refund from the 6 accepted chargebacks. I called back to the dispute rep and she said it shouldnt be closed so she reopened the case and said she would contact the back office dispute team to stop the credits from reversing, look into the missing chargeback refunds, and contact the merchant XXXX for me since they were now ignoring my emails. We spoke last on XX/XX/18 and she said she would contact me again in a couple days. Since then all of the credits reversed totaling {00.00} out of my checking account, Ive called her extension every day for the past week and a half and havent gotten an answer even after leaving messages. I emailed XXXX and they confirmed the chargebacks were accepted and they said theyve done all they can and its up to my bank to finish the chargeback. Im now in a back and forth and Ive talked to 5 different reps at USAA at different levels who can only seem to make notes to my account and tell me to keep trying to call my assigned dispute rep or contact the merchant. No one can give me an answer on my chargeback status or when or even if I will receive my money back. My dispute rep started out great but has disappeared for 2 weeks now and seems to be ignoring/avoiding me. Ive been dealing with this for nearly 3 months now, product was shipped back a month and a half ago and accepted, and plenty of proof and all requested documents have been submitted to USAA. I dont know what else to do and I desperately need this money to pay my bills immediately. I authorized 1 purchase, not 12. Please help
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: September 25, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TN
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
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: September 26, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NJ
Product: Vehicle loan or lease
Sub-Product: Loan
Issue: Struggling to pay your loan
Sub-Issue: Lender trying to repossess or disable the vehicle
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: September 25, 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: 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: September 26, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA
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: September 26, 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: Problem using a debit or ATM card
Full Complaint:
My wallet was stolen from my purse at a XXXX XXXXXXXX CO restaurant around XXXXXXXX XXXX MDT on Sat, XXXX XX/XX/2018. I didn’t find out until 30 min later, when I discovered the wallet was missing, and then the fraud alerts started coming in on my phone from my bank. The criminals used my 2 credit cards for approximately {00.00} and my debit card ( without the PIN ) for another {00.00}, until finally USAA bank shut everything down. The bank is doing the right thing with the credit cards, but the debit card charges have been decided as not fraud. I notified the bank within 30 min of the incident, and in fact the bank shut down the card when a second transaction was attempted on the debit card, before I called in. None of this should have occurred if the bank had followed my {00.00} transaction limits on all my cards, which I know were in force about 8 years ago when I tried to make a transaction above the limit. About 36 hours after this incident, I received the initial ” not fraud ” determination, and I filed an appeal with full details of the events in writing a few hours after that ( well within 48 hours of the event ). When I received no reply within 24 hours, I called the bank and demanded an appeal, at which point my report ( that was in the system but ignored ) was added to the appeal. Then the final determination of fraud ( no further appeal ) came in on XX/XX/2018, saying I was liable for the full amount. Federal law ( Fair Credit Billing Act ) says that I am only liable for {.00} due to my timely reporting. In addition, I demanded an investigation into how this whole fiasco was allowed to occur despite my transaction limits. So far, no response. Please let me know what I should do for the next step, because all I can think of now is to hire a lawyer and take USAA bank to court for violating the law.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes complaint is the result of an isolated error
Date of Complaint: September 26, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: OK
Product: Debt collection
Sub-Product: Credit card debt
Issue: Took or threatened to take negative or legal action
Sub-Issue: Threatened to sue you for very old debt
Full Complaint:
I got notice of a termination of rental property insurance/home owners policy. I called them to see what’s it about. They said it was because I was living in the house and it had to be switched to the regular homeowners policy ( which is what I’ve been trying to get for the last year ). But after all that they tell me that because I have a flag for credit card that I couldn’t pay because I had to worry about survival first, it was charged off the insurance couldn’t be updated. I got transferred to 3 different departments till I got to the resolution department. They told me it will remain in the charged off status till it is paid off. Which I get. They wanted XXXX within a year, which I can’t say ya or nay because I am still trying to get my life fully going again. When I asked if I agree to the terms would it lift the flag she tells me She doesn’t know because that’s up to the insurance side. Of course the insurance side is the one that said the collection department had to do it. Now I’m going lose my homeowners insurance because they don’t want to help. I understand that I owe them for the credit card but I also have to think of survival too. But these are 2 different accounts. And I guess they don’t understand survival first. I guess they don’t want me as a customer anymore too. I was going to start paying on it as soon as I was able but it shouldn’t affect the insurance.
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.