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 7, 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
Full Complaint:
3 months ago in XX/XX/2019, I was notified by USAA that I needed to update my W-9 information. They also threatened that if I did not, they may withold taxes on interest. I have been with the bank for over 40 years and they have that information already. Nonetheless, I called the bank and informed them that I was not subject to IRS witholding and therefor, according to everything I read, was not required to furnish any W-9 info or updates. The agent said that I did not have to sign the form if I did not want to. I said I would not as it is not necessary or required by law ( from what I understand ). She agreed. When I tried to log on last week ( XX/XX/19 ) or so, I was stopped by a pop-up requiring me to sign a W-9 or could not proceed. I finally went thru the maze of document finding and signed it to avoid further complications. When I finally got to my account I noticed USAA had already witheld {$.00} taxes from my measly {$.00} interest gained in my checking account. I do not believe this is legal, as do thousands of other USAA customers complaining on the USAA forum site ( also where I left comment last XXXX ). I would like to get a formal ruling on this as USAA seems to be abusing it’s autority with it’s customers. Perhaps they have had a security breach, lost customer W-9 ‘s, or info therin, and they are covering it up with this story … .there are many theories on the forum.
Complaint Tags: Older American, Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: November 11, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NE
Product: Checking or savings account
Sub-Product: Checking account
Issue: Closing an account
Sub-Issue: Company closed your account
Response Type: Closed with monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: November 7, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
Product: Mortgage
Sub-Product: VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage
Full Complaint:
I applied for a VA mortgage through USAA, they sent me a pre approval of XXXX and then followed up with a loan contract and fixed interest rate of 3.5 %. The loan officer then stated that they could no longer offer me the loan and gave me the wrong credit information when I attempted to add my spouse as a co-borrower. They kept describing themselves as a conservative institution and that my business would be better elsewhere. This is after the loan officer stating that they completed XXXX VA loan the previous month.
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 8, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NY
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-Issue: Problem during payment process
Full Complaint:
Made 2 payments to my account. Never credited but has cleared my checking account. Talked to several people on the phone still not resolved. My bank confirmed check was cashed by usaa
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: November 7, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: WA
Product: Vehicle loan or lease
Sub-Product: Loan
Issue: Managing the loan or lease
Sub-Issue: Billing problem
Full Complaint:
On XX/XX/XXXX I called USAA auto loan companies to get an extension on my auto loan for the Month of XXXX because I was already paid all the way through XXXX. The initial representative made a mistake and processed it for the paid month of XXXX and had to speak to a supervisor so they could correct it Ive been calling for hours at a time for them to practice and they still have not corrected it saying that they used my extension for the month of XXXX a paid month I was told multiple times they would correct it they will listen to all the phone calls and make sure that my next payment was not due till XX/XX/XXXX and that XXXX the proper month would be extended or deferred. After paying my auto loan biweekly for the past couple of years I am very upset that now that I have medical situations that cause me to ask for a one-month extension the one with extensive has been placed in properly and has now affected me in a negative light even though it should not I am asking for someone to step in and make sure that they process the extension/deferment properly for the month of XXXX and not take my XXXX payment and use an extension for a XXXX balance that is unfair to me as a consumer there are plenty of notes that stem from XX/XX/XXXX all the way through the month of XXXX there are voice recording this was an easy thing for them to correct they couldve either apply the extension properly for XXXX or Or simply use the XXXX payment for XXXX since the process to the extension for XXXX this is not difficult please look into the notes and make them correct this as Ive been a USAA member for 20 years with no delinquencies and now this may cause that and it was USAA bank error and they said fix this immediately thank you
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 8, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: KY
Product: Money transfer, virtual currency, or money service
Sub-Product: Domestic (US) money transfer
Issue: Fraud or scam
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: November 9, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MO
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: Card was charged for something you did not purchase with the card
Full Complaint:
I have made a complaint with you all ready. My name is XXXX XXXX I am have dealings with USAA. This is my complaint ID with you- XXXX.
I recieved a call from USAA on XXXX stating they are closing the fraud case they state they do not see where I requested to have my aiuthorized user removed. Just because they supposedly did not note it they are now making me pay for all the fraud charges she put on there an she is getting away with it. USAA had sent me a check for damages put a stop on the check put amount towards that balance this is wrong in every way an she the one that put herself on as aurthorize user gets away. They also sent me a new card I never activated it some how it got activated and got XXXX charged on it and USAA only thing they would tell me is someone activated it from a mobile device. This is wrong where is justice?
Response Type: Closed with monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: November 8, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MA
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-Issue: Problem with customer service
Full Complaint:
I disputed charges with USAA. USAA refused to honor my credit card agreement and protect its consumer ‘s rights.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company can’t verify or dispute the facts in the complaint
Date of Complaint: November 8, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CO
Product: Mortgage
Sub-Product: VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage
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: November 7, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Checking or savings account
Sub-Product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-Issue: Money was taken from your account on the wrong day or for the wrong amount
Full Complaint:
On XX/XX/XXXX I made a payment incorrectly for a program that was dissolved. The payment of {00.00} was made in error and for the wrong amount. I immediately contact the merchant XXXX XXXX XXXX XXXX ) and tried to have the payment returned to the payment source, which they denied. Then contacted my bank ( Usaa ) which said that I couldn’t ” stop payment ” on the charge since it wasn’t posted. I then went through the dispute process with them and provided all required documents and today on XX/XX/XXXX they denied and closed my dispute.
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.