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: December 17, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MI
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: December 17, 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: Incorrect information on your report
Sub-Issue: Information belongs to someone else
Full Complaint:
I applied for a credit card with USAA in XXXX. I moved locations to a new address before receiving the credit card in the mail. I never activated or had possession of or used the card at any point in time. I suspect that roommates of mine where the card was delivered may have activated the card mistaking it for there own, USAA is a popular military bank and at the time I was in the military. I switched over to a new bank ( XXXX XXXX XXXX XXXX ) when I moved and never used USAA after that. The credit card remained open, and at a certain point during the last 5 years an annual fee was assessed to that card. Because I had no knowledge of this line of credit including the fact that it did not show on 2 of the 3 credit bureaus, the account went into deliquency some time in XXXX, resulting in many 120 day deliquency mark on my credit and ultimately the amount of {.00} was charged off to a collection agency. The only reason I discovered this account was that in XXXX I had been applying for credit cards and was repeatedly denied … I contacted one of the companies I had applied for credit with and found out through them that I had a deliquent account that was causing me to be denied for that card. This is over 3 years after that account became deliquent, and I had zero knowledge that it existed. I am not fervent in monitoring my credit report but can say for sure that the apps and credit reports that I check most often ( XXXX and second to that XXXX ) had no information in my report for a deliquent account. Had I known about that {.00} charge at any point during the last 5 years that was open or deliquent I would have paid it. I contacted USAA to discuss and correct all of this without any resolve. I was told that I had no choice but to pay the {.00} to close the account, and that it would be my responsiblity to contact the credit bureaus to fix the negative credit caused by this credit card. I spent literally dozens of hours escalating this incident within the company, contacting them through phone and email, escalating it to the point of sending a personal email to the CEO. I had a conversation with a member with a customer relations employee that worked directly for the CEOs office, who was disrespectful and incredibly rude, and blamed me for not being more on top of my credit monitoring. I am particularly distraught by the fact that USAA is a US service member oriented bank, who claims to be supportive of veterans and allied with the best interested of active duty, retired, and all other veterans.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 17, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: IN
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Banking errors
Full Complaint:
On several occasions I had the funds available in my checking account to pay a debit, but USAA would send it back and charge me a {.00} NSF then I would also get a {.00} to {.00} dollar charge from the vendor. I have emails showing the money was available in my account, but they sent the debit back against their policies so they could charge the fee. This is the third complaint and each time they just send their deposit agreement, but fail to show my available balance was below what the debit was. I plan on closing my account due to all the issues I have had with them charging unjust fees. One date that I still have the emails with proof saved for is XX/XX/19, three different fees of {.00} each. I attached this proof below. There were several others, but these are the ones that I definitely have the emails saved for.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 18, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA
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:
USAA Bank Paid {0.00} toward my VISA account via a direct bank to bank transaction on XX/XX/2019. When I noticed the payment was posted but there was no change in the available credit, I contacted USAA.
USAA indicated that there was a hold until XX/XX/2019.
This is the XXXX season. More importantly, as a XXXX veteran, who served 20+ years, I am having XXXX XXXX on XX/XX/XXXX and had planned to use my card today and tomorrow. Although stated in their terms, this practice would appear to be predatory and unfair to veterans and American consumers, at large.
Sincerely, XXXX ( XXXX ) XXXX XXXX, XXXX XXXX
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 17, 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: Cashing a check
Full Complaint:
Received a letter from “XXXX XXXX XXXX” and a check from “XXXX XXXX XXXX.” in the amount of $XXXX. The letter indicated that the check was to cover the amount of legal and administrative fees associated with the winnings. I deposited the check into my USAA checking account on XX/XX/2019, and followed up the next day with the bank to see if the check had cleared and been deposited into the account. The USAA representative (and the balance on the phone app) told me that the check had cleared on XX/XX/XXXX. This conversation was recorded. On XX/XX/XXXX, I sent out a check in the amount of $XX/XX/XXXX for “fees” as directed by the letter. On XX/XX/XXXX, I was alerted by USAA that the check from XX/XX/XXXX had bounced. Had USAA not repeatedly told me that the check had cleared into my account, I would not have made any additional steps. I have been defrauded by this company but I was also not protected by USAA as their representatives gave me deficient information that led to me being defrauded by this company.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 17, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NJ
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Problem using a debit or ATM card
Full Complaint:
I have been trying to have these 2 disputes resolved since XX/XX/XXXX and XXXX 2019 Dispute case # : XXXX — This case has now been reopened as a fraud case # XXXX on XX/XX/2019 XX/XX/2019 – original charge {0.00} Dispute case 2 # XXXX XX/XX/2019 {0.00} This case has been closed and my provisional credit removed.
I have attempted to resubmit this as a fraud case but have not received proof or my provisional credit I have also submitted a request for proof of how this was decided not in my favor but was only given generic emails XXXX XXXX XXXX XXXX XX/XX/2019 is who I spoke to from USAA fraud department. I was told both charges are now being looked at as fruad but still have not received my provisional credit or email with documentation.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 17, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NV
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
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:
This particular account situation that is lately filing on my own credit document has a seriously unfavorable relation to my personal ability to obtain a present loan application. I highly recommend you generate verification that Credit Union has been reported completely in accordance with the Fair Credit Reporting Act regulations, it’s really a serious problem to misreport. Moreconfirmation of the aforesaid item too. My proper request mustover, I was never 30 days/60 days/120 days late in any of my payments and I’m not greatly tuned in to the date opened so I prefer to ask you be investigated as soon as possible and confirmed to be correct. Thanks!
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 17, 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: December 17, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CO
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Closing your account
Sub-Issue: Can’t close your account
Full Complaint:
I opened a credit card account with my bank, USAA, in XX/XX/XXXX. After using the account for approximately two years, I paid the balance due in full ( approx. {00.00} ) and requested the account be closed, shredding the card in my possession. Much to my surprise, approx. two years later in XX/XX/XXXX, USAA used the very same credit account to cover an overdraft on my checking account. Unaware that the credit account was even open, the amount due on the supposedly closed account began to become past due and collect interest. This continued for many months and I was not notified. Finally, some 10 months past due, as I was applying for a home loan, the past due account was brought to my attention, and although upset that the account was even open to begin with, I promptly paid the full amount and requested the account be closed, yet again. With a stellar credit history besides this mishap, USAA has refused to accept responsibility for dropping the ball and failing to close my credit account in XX/XX/XXXX, resulting in the one and only blemish on my stellar credit history. Not only have they refused to correct their mistake, or refund late fees as a courtesy, they have also not removed their negative report on my credit history, caused by their mistake.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 17, 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:
On XX/XX/2019, I was scammed. I did receive a call stating that they were for a financial institution and they were offering financial rewards. They accessed my account and deposit fraudulent checks, and then made me pay more than XXXX $ back in order to get my rewards. USAA froze my husband ‘s account because I am an authorized signature making him failed in our home, car payments. USAA took from my husband XXXX from his account when this situation was due to scam. All my husband ‘s income goes in there. My husband has been contacting them several times since XX/XX/2019, and they do not want to unfreeze his account. Also, they failed to provide us the proof with all notes of the fraud analyst in why the made the decision to made me responsible for all scam charges. we have been contacted the bank several times and they are failing in provide case number and letter in how they based the decision. I am requesting that my husband ‘s account be unfrozen in order for to him make his payment of our children ‘s roof. If they don’t do we will lose our children ‘s house.
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.