Compiled from Public Data by FairShake
The US government’s Consumer Financial Protection Bureau (CFPB) collects complaints against financial companies.
In 2019, the CFPB received 1354 complaints against USAA. USAA ranked Number 23 among all financial companies for the most complaints.
Date of Complaint: January 11, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Deposits and withdrawals
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: January 10, 2019
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:
My issues with USAA started on XX/XX/18 when I initiated a fraud claim. After supplying overwhelming documentation, USAA saw fit to deny my claim, putting me out of a significant amount of money. To further compound issues, my XXXX token is being held hostage by USAA. My accounts were placed in a deposit only status that is preventing me from unregistering my phone number so that I can use XXXX with another financial institution. USAAs response was, just use your email address. I dont consider that helping the client, thats just poor customer service at its finest.
Moreover, my account was debited the full of amount of the fraudulent actively putting me out a significant sum of money. USAA took ONE business day to conclude their investigation. USAAs sole reason for denying the claim is due to alleged activity on the USAA mobile app while the reported fraud was occurring. They refuse to provide proof of this allegation. I can say, without a doubt, that my USAA app was not used during this time. I would have blocked my card and reported it sooner.
I, admittedly, make use of the USAA widget on my XXXX. This widget provides up-to-date balance information at a glance. It doesnt take a computer scientist to know that some BACKGROUND processes are running in order for it to accurately provide this information. USAA was unwilling to tell me if this widget utilizes the quick login function to provide balance information, which again, is why they denied my claim.
To add further insult to injury, the analyst assigned to my case was downright awful. I was verbally accosted and interrogated about transactions not germane to the issue at hand. His line of question was not only inappropriate, but phrased in a way that creates confusion. It was then USAA determined I changed my story. I did not.
Its not all bad, though. I did have the opportunity to speak with people who genuinely cared. In conclusion, USAA does NOT protect the cooperative and denies claims based on baseless information.
I challenge USAA to check my login activity as of todays date ( XX/XX/XXXX ) for the past 7 days. Does it show that I accessed the USAA mobile app? I am attaching my Screen Time activity to show that I have NOT used the USAA mobile app in the past 7 days – since this incident, honestly. Since this seems to be why my claim was denied, youll see how flawed that methodology is in which case I feel I a due a credit and an apology.
Once a happy, longtime USAA member, I urge anyone reading to reconsider doing business with them.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: January 14, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Banking errors
Full Complaint:
This is an update to XXXX-XXXX about USAA and XXXX-XXXX about USAA.
The company ( usaa ) never gave it back as ordered by the president and ceo ( XXXX ) XXXX XXXX, or the XXXX ( XXXX ) that never belonged to them.
Attached is a current update if the account ledger. They shuffled numbers around and erased and added some new stuff either way it is fraudulent and they still owe me the funds as reported to you. This is an update of the reports on USAA the two instances where they owe me XXXX. And later XXXX.
It was never given back to me even after I was emailed and called and told that it would be given back.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: January 11, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Checking or savings account
Sub-Product: Other banking product or service
Issue: Closing an account
Sub-Issue: Funds not received from closed account
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: January 10, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
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: January 10, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CT
Product: Mortgage
Sub-Product: VA mortgage
Issue: Trouble during payment process
Full Complaint:
My wife and I purchased a home in XX/XX/2017 using a VA loan ( we are both former XXXX XXXX XXXX ) through XXXX XXXX XXXX. At some point, the mortgage was sold by XXXX to XXXX XXXX XXXX. As per our agreement with XXXX, we payed into an escrow account every month, and from that, the mortgage company payed down our primary on the loan, the taxes on the property, and the Homeowner ‘s Insurance with our chosen insurance provider, USAA. In XXXX, we were contacted by USAA, who informed us that we were behind on our insurance payments. We were confused, seeing as how it all comes out of the escrow account. My wife contacted XXXX several times to resolve the issue. In order to ensure coverage with USAA, my wife made a direct payment to USAA of {0.00} on XX/XX/XXXX. She was contacted again in XXXX by USAA, who said that we were again behind. She tried to resolve the situation with XXXX for months, and in XXXX she finally got everything squared away, and XXXX told her that they would send a check to USAA. On XX/XX/XXXX we got a letter from USAA in regard to a refund check that they had sent to XXXX. Apparently, XXXX sent the payment late, as USAA said that they did not receive a payment from them until XX/XX/XXXX. By the time it got to USAA, the account was closed. Since the account was closed, they sent the check to XXXX, since they thought that XXXX was still the Mortgage holder. XXXX then sent the check back to USAA, since they no longer had the account. When USAA got the check back, they forwarded us the message from XXXX, which prompted my wife to call USAA for clarification. USAA then informed her that our policy was canceled due to nonpayment. Unbeknownst to us, we hadn’t had homeowner ‘s insurance for almost a month! To remedy this, we payed the balance of {0.00} to USAA, and requested to renew the policy. We were informed that since the policy was canceled, our monthly rate would now be {0.00} per month, when it was {0.00} per month before.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: January 13, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: IL
Product: Mortgage
Sub-Product: VA mortgage
Issue: Trouble during payment process
Full Complaint:
Two years ago, USAA paid property tax from my escrow account for the incorrect property. This year, they were contacted in XXXX that I would be cancelling the homeowners insurance they had for me ( coincidentally they were who we used ) and they said no problem. I established new homeowners insurance in early XXXX and the declaration page and all was sent and communicated to USAA. I cancelled with USAA as I had already started my new homeowners insurance. USAA still renewed the insurance policy despite it being cancelled and alerted know XXXX.
Their negligence and mismanagement of my money is unacceptable. I feel they need to compensate me for this after this has become a pattern. I am exploring refinancing options with another lender as I have no confidence in them as a lender. It is a shame as a member of 14 years. I am cancelling and trying to cut off ties as they are not a dependable company as can be seen in the lawsuits and litigations going against the company in recent months.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: January 10, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: OH
Product: Mortgage
Sub-Product: VA mortgage
Issue: Trouble during payment process
Full Complaint:
Hello, I called awhile back and someone put in a case number for me. Case number # XXXX. On XX/XX/2019 I mailed you all the communication documents that I have sent to USAA FEDERAL SAVINGS BANK and XXXX XXXX. I listed the case number on the envelope. Please review my documents and provide me with assistance in this matter. I sent them a proof of claim contract which both USAA and XXXX did not respond that has a Arbitration clause. Do you provide Arbitration?
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: January 14, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: None
Product: Checking or savings account
Sub-Product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-Issue: Can’t stop withdrawals from 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: January 11, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: HI
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
Complaint Tags: Servicemember
Response Type: Closed with 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.