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 26, 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 with a purchase shown on your statement
Sub-Issue: Card was charged for something you did not purchase with the card
Full Complaint:
I lost my card while on vacation around XXXX XX/XX/16 and purchases totalling {00.00} were made fraudulently for about a week straight. I did not realize this until the next bill came. I called USAA around XX/XX/XXXX to report this fraud. My account was closed, the card was reissued, and credits were issued for the fraudulent purchases. I then paid the remaining balance for my purchases so the balance was now XXXX. No contact by either phone or mail was made since then. I noticed around XX/XX/XXXX that the credits issued for the fraudulent purchases were put back on my account. I called to inquire and was told that there is no way for me to speak to the fraud department directly and they would contact me. 2 days later I recieved a fraud affidavit in the mail which I immediately filed out, certified mail and faxed. I did call to confirm receipt but other than that, they have not contacted me in anyway, but still are expecting me to pay the bill which is due in XXXX. I was under the impression that it is illegal for them to require me to pay this until the investigation is completed. I also do not know if an investigation was even started since I can not get any answers from Usaa. I have called 4 times since then, spending at least an hour each call to get a resolution but have still received nothing.
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 24, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NC
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Deposits and withdrawals
Full Complaint:
On XX/XX/2019, someone withdrew funds from my account via a XXXX transfer. Sufficient funds were not available, therefore, they transferred funds ( which were not available ) from my daughter ‘s linked account. Later that day, even after I reported the hack, someone continued to transfer funds back and forth from the account. Before all of this began, a balance of {0.00} was in my account, USAA refused to refund the hacked amount. Subsequently, I had to open a new account in order to have access to my paycheck on XX/XX/XXXX. USAA blamed me and my daughter for the hacking and refused to refund my account balance. They have since sent my account to collections for funds above my original balance stolen from the account. Thankfully, My daughter ‘s bank refunded the hacked funds from her 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: November 24, 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
Full Complaint:
XXXX deposit of {00.00} was made to USAA on XXXX XX/XX/2019. Check cleared sender ‘s account, XXXX XXXX XXXX on XXXX XX/XX/2019. USAA, despite risk elimination of funds is withholding {00.00} on the USAA account. These funds were intended to be emergency funds for a critical situation which has become exacerbated due to USAA having funds on hold. Since risk of the deposit has been eliminated, there is no valid reason why USAA should keep the funds from being accessible. I’ve spoken to several account specialist and am told an array of arbitrary reasons why they can not release the funds. The explanation for hold on funds is nothing short of red-herring and ad-hominem fallacies masquerading as excuses to ” protect my interest, ” when in fact it has caused my situation to become worse. However, the fact remains, it is my own money, risk is non-existent and I demand to have access to my own money.
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 26, 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 with a purchase shown on your statement
Sub-Issue: Credit card company isn’t resolving a dispute about a purchase on your statement
Full Complaint:
XXXX XX/XX/19 refuses to credit the duplicate charge
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: November 25, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MO
Product: Checking or savings account
Sub-Product: Savings account
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: November 25, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NC
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Problem accessing account
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: November 25, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MO
Product: Checking or savings account
Sub-Product: Checking account
Issue: Closing an account
Sub-Issue: Funds not received from closed account
Full Complaint:
Summary USAA closed down two of our accounts without our consent. They sent the proceeds to the wrong address. They put a stop on the first two checks and tried to reissue those checks and send them to the correct address. There is a flaw in the their corporate check issuing department and they don’t know where the checks are or if they have actually been issued. We have not had access to our money ( {00.00} ) for over four weeks now and do not know if we will ever get the money back. The checking account had {00.00} when it was closed. I was able to open an account at USAA because my father is an XXXX veteran.
Long Version My daughter has been living abroad for the last year. She called USAA before she left in XXXX to change the address on her checking account to her new apartment in XXXX, XXXX. When she finished her degree and was about to move back, she called USAA to change the checking account address back to our home address. The person who recorded the address change was not paying attention and entered the wrong address. Unfortunately he also changed the address for the savings account as well which he was not supposed to do.
We had neglected to sign some form so USAA closed these two accounts without our knowledge so on XX/XX/XXXX. The proceeds from those accounts total {00.00}. We did know this had happened because the bank statements were sent to the wrong address. The person who lived at the other address brought one of the bank statements over a few weeks later. By this time USAA had mailed checks totaling over {00.00} to the wrong address. We never received these checks – I believe they were returned to USAA.
We called USAA as soon as we realized the address was wrong – that is when we found out that the accounts had been closed and the proceeds sent to the wrong address. We asked that the address be corrected and the checks sent to the new address. My daughter called back was assured this would happen. We called the next day and were told that someone would call us back with the XXXX tracking number. After no one called us back we tried again and were told the same story. When I called again, I was told that we had been sent a cashier ‘s check and that if it was lost we would not be able to get a new check for six months. And that was only if no one else had cashed it. Every time we call, we are told the check is in the mail ; USAA will call back the next day with the tracking number. No one ever calls us back and we call USAA again to start the whole process over again.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: November 26, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Checking or savings account
Sub-Product: Savings account
Issue: Closing an account
Sub-Issue: Company closed 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: November 26, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Vehicle loan or lease
Sub-Product: Loan
Issue: Struggling to pay your loan
Sub-Issue: Loan balance remaining after the vehicle is repossessed and sold
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: November 25, 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
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.