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: November 5, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MA
Product: Checking or savings account
Sub-Product: Checking account
Issue: Closing an account
Sub-Issue: Company closed your account
Full Complaint:
I was notified by letter that my checking and credit cards would be closed. I called to find out why and I was told I did not respond to a federal regulation asking for demographic questions such as marital status, etc. However, I told the USAA agent that I did complete this and every member on my account completed this. I was flabbergasted that after 15 years my accounts would be closed. The Agent checked and she said that two of the three completed the requested but my brother did not. However, I personally completed the questionnaire with my brother in person. I know he completed this 100 %. I am not sure if there was an electronic glitch or an issue with USAA ‘s app. I was also told I could not open any future accounts with USAA. I asked to speak to a supervisor and the she could not do anything at all. Worse, I asked to speak to a higher level person and I have yet to have received a call in the last two weeks. I am a service member in the XXXX XXXX and I don’t understand why I am being treated this way. This seems to be an honest mistake somewhere and I just want to be able to open a USAA account again. This only seems fair.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: November 6, 2019
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: Getting a credit card
Sub-Issue: Card opened as result of identity theft or fraud
Full Complaint:
I contacted USAA savings credit card and I explain to them Ive never been in a military and I didnt open up a credit card in my name and someone stolen my information and open up a credit card with a XXXX limit and they refused to shut it down for fraud and take it off my credit report and told me I failed the verification and I need to call back and try again and its XXXX and I need to have this account taking off my credit report and they use my address and my phone Number and I didnt apply for this credit card
Response Type: Closed with non-monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: November 6, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Struggling to pay mortgage
Response Type: Closed with explanation
Public Response:
Company can’t verify or dispute the facts in the complaint
Date of Complaint: November 6, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA
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:
Recently retired from the XXXX, my wife who was looking for a job was scammed for XXXX dollars. We called USAA and they told us its our fault so we have to pay. i was unhappy with the answer but immediately paid XXXX to the bank. I then set the account aside so i can make small payments on it. I had another account for bills, i was paid my retirement check and work check totalling about XXXX. This was to go immediately to rent and vehicle payments, but on XX/XX/XXXX USAA, without an email or letter decided to take ALL of my money and paid off that debt leaving me with XXXX dollars. It has been a week and i have no money no bills paid and struggling with my mental health. they have put me in severe hardship. When i called them they told me there is nothing they can do and it can not be reversed. I just want my bill money back so my family and i can survive and buy food.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: November 6, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
Product: Checking or savings account
Sub-Product: Savings account
Issue: Managing an account
Sub-Issue: Funds not handled or disbursed as instructed
Full Complaint:
I made an allotment from my government XXXX to USAA savings and made the mistake of using my member I.D number instead of my account number. Come to find out my member ID is some XXXX XXXX guys account number. USAA never matched the name, social or DOB on the transfer.
I notified USAA on what happened and its been almost 2 months of trying to get the money returned.
First your member ID should never be another persons account number, second my other information I.E, social, DOB, address shouldve been matched and was not.
USAA customer service is now farmed out for the most part, so far Ive been on the phone for over 6 hours total, the TSP representatives have been very helpful and have been on most of the calls with me. A number of security steps were missed and USAA is attempting to ask for the money back. XX/XX/XXXX going on 75 days and USAA as still not taken action against the other member who excepted and withdrew money not belonging to them Ive spoke with everyone and the CEO about this Why hasnt a theft or fraud report been filed also
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: November 5, 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
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: November 5, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Checking or savings account
Sub-Product: Checking account
Issue: Problem caused by your funds being low
Sub-Issue: Overdrafts and overdraft fees
Full Complaint:
Hello … My daughter and I has a Joint Account with this particular Bank..and shes also A XXXX In The United States XXXX … On XX/XX/2019.. I deposited my XXXX check mobile … like I always do every 2wks … I made 5 Transactions afterwards … Then I checked my balance like always … … So … The next morning XX/XX/2019 … My daughter texted me and asked whom was this lady that XXXX my account … I asked her what lady … I dont know anyone by that name … and that someone had deposited a couple of thousands in my account also … and took hundreds out of my account … There were Thousands of dollars deposited in my daughters account as well … Do I asked her what is going on..so she called the bank and they told her the checks will have to clear … So she asked about my account … but they wouldnt give her any information … so I called to see what was going on … They told me the checks will have to clear before they can investigate … and it will take until XX/XX/2019 to clear … So … I asked them what am I supposed to for 2wks … that was 80-90 percent of my check gone … … So for a whole week I kept calling to see what was going on … They still couldnt give me any information … So..My daughter and I got on a three way call … To talk to the manager or someone in the Fraud Department … Theyre asking us did we give anyone our information … Which was insulting our intelligence … Apparently my daughters and my Identity was stolen in order for this to happen … and that bank is telling me I cant get my money back and it wasnt fraud … so that left my account in a negative … I seen some reviews on this banks site and there were some similar or the same issues happening to other people … Im reaching out to ever Bureau, the police department, News affiliate etc … Because this isnt right at all … Hoping that something will get done …
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: November 5, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AZ
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Struggling to pay your bill
Sub-Issue: Credit card company won’t work with you while you’re going through financial hardship
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: November 5, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NJ
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:
XX/XX/2019 Charge for {0.00} XXXX XXXX – USAA – CASE XXXX XX/XX/2019 Charge for {0.00} XXXX XXXX – USAA – CASE XXXX These charges were never authorized by me and I never received any money. I contacted XXXX XXXX but they have no phone system and attempted to message them with their in app support system. It usually takes many days for a response. I never heard back from XXXX XXXX so I called USAA and started a dispute. It was very easy and got temporary credits in my account. I believe I had the credits around XX/XX/XXXX.
Then on XX/XX/2019 USAA sent me 2 plain emails with pdf attachments. It does not say in the email that any information is required or my immediate response is requested. But hidden away in the pdf files is a request for more information. Because I don’t check every email I receive from USAA because usually they are junk mail, I never opened the pdf, and then USAA DENIED my dispute. They never called me or sent another email. They never sent me a letter or anything they just denied it and took my money.
After a few phone calls speaking to a supervisor I was able to resubmit the information. On XX/XX/2019 my one dispute is finally reopened XX/XX/2019 Charge for {0.00} XXXX XXXX – USAA – CASE XXXX.
XX/XX/2019 Charge for {0.00} XXXX XXXX – USAA – CASE XXXX DISPUTE # 2 for {0.00} has not been reopened since I uploaded information about the case.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: November 6, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MD
Product: Debt collection
Sub-Product: Credit card debt
Issue: Written notification about debt
Sub-Issue: Didn’t receive enough information to verify debt
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.