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 20, 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: Problem when making payments
Sub-Issue: Problem during payment process
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 20, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA
Product: Debt collection
Sub-Product: Credit card debt
Issue: Threatened to contact someone or share information improperly
Sub-Issue: Talked to a third-party about your debt
Full Complaint:
On XX/XX/19, USAA Bank called my husband, and after he clearly identified himself, they disclosed false private banking information with him. Specifically they told him that my account was past due (there was no amount past due, the account was over the limit, but no amount was due), and attempted to get him to pay the “past due” amount on my behalf. My husband is not a co-signer on this account and I have not authorized him to have any access to this account. I’ve requested a written response as to why USAA violated my private banking information and why they shared that information with a non-authorized party, and more specifically why the representative made a false representation to obtain a payment. USAA has refused to respond.
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: WA
Product: Vehicle loan or lease
Sub-Product: Loan
Issue: Getting a loan or lease
Sub-Issue: High-pressure sales tactics
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 19, 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: Loan sold or transferred to another company
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 20, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: UT
Product: Debt collection
Sub-Product: Auto debt
Issue: False statements or representation
Sub-Issue: Attempted to collect wrong amount
Full Complaint:
On XX/XX/2019 I filed an oral and written complaint with USAA, the oral complaint was given to Bank Employee XXXX, and the written was provided to this Bureau, because, among other things, Firstly that USAA breached our Loan Agreement in applying supposed unpaid fees after curing a default, Secondly that USAA violated our Pre-Authorized Transfer Agreement by taking more money from my account than agreed upon as well as failing to notify me of this transaction, that varied from previous amounts, at least 10 days before the scheduled transfer, and Thirdly that after giving this complaint to Bank Employee XXXX and requesting how the Bank found this appropriate, XXXX informed me, after a nearly 20 minute investigation, that the Bank deemed it appropriate and that this appropriateness was based on some agreement other than the Loan Agreement and that the Bank would not share this agreement with me. Even though the Bank had a duty to provide it to me.
On XX/XX/2019, 59 days after submission of this complaint, and one day before this 60 day deadline, USAA responded to my claim, in substance, only saying that the above mentioned events are appropriate due to our Loan agreement itself.
On XX/XX/2019 I provided my feedback to this complaint, and disputed USAA ‘s statement, as well as requested any and all investigative documents.
About a week or two later I left a voicemail to XXXX XXXX, a member of the Office of Bank President, who attempted contact with me after submission of this complaint, and made a similar request, as well as a request acknowledging my this request.
As of this day, XX/XX/2019, 55 days since making the request, USSA has failed to send me any documentation supporting the claims made by Bank Employee XXXX, or any supporting documentation for the 59 day long investigation the Bank undertook.
This is of course another violation in and of itself as 12 CFR Part 1005.11 ( d ) states clearly that not only was USAA supposed to include in both responses that I had the right to have these documents, but that they must ACTUALLY deliver them to me.
USAA and/or the Bureau, should only contact me by the email provided or by mail, as I am currently without a phone.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 19, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MD
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 18, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
Product: Checking or savings account
Sub-Product: CD (Certificate of Deposit)
Issue: Managing an account
Sub-Issue: Funds not handled or disbursed as instructed
Full Complaint:
USAA SAVING BANK IS REFUSING TO RETURN TO ME THE INTEREST THAT WAS EARNED.
THE CD IS TIED TO MY CREDIT CARD ACCOUNT TO SECURE A CREDIT CARD.
THE {00.00} IS USED TO SECURE A {00.00} CREDIT CARD LIMIT.
UNDER THE SECURED CREDIT CARD ENDING # XXXX.
I RECEIVED NOTICE ON XX/XX/XXXX, THAT MY CD MATURES ON THE DATE XX/XX/XXXX AND THE NEW MATURITY DATE TO BE ON XX/XX/XXXX.
ON XX/XX/XXXX I SUBMITTED A LETTER TO USAA SAVING BANK TO DEPOSIT MY EARNED INTEREST TO MY CHECKING ACCOUNT AND ALL FUTURE INTEREST TO BE DEPOSITED THE SAME WAY.
ON XX/XX/XXXX USAA SAVING BANK ROLLED OVER THE CD BUT REFUSED AND ILLEGALLY DEPOSITED THE INTEREST EARNED TO THE CD ROLLOVER.
THE ONLY GUARANTEE IS THAT I AM REQUIRED IS TO HOLD A CD IN THE AMOUNT OF {00.00} TO SECURE THE CREDIT LIMIT OF {00.00} FOR WHICH I MET.
THE ILLEGAL ACTION BY USAA SAVING BANK WAS TO HOLD THE INTEREST EARNED.
I DEMAND THE RETURN OF MY INTEREST EARNED ON MY CD AS REQUIRED TO MY CHECKING ACCOUNT.
MY SECURED CD BALANCE IS {00.00}.
MY SECURED CREDIT LIMIT IS {00.00}
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: December 19, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AL
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: December 18, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: IN
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 cash advances
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 20, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CO
Product: Payday loan, title loan, or personal loan
Sub-Product: Title loan
Issue: Was approved for a loan, but didn’t receive money
Full Complaint:
On XXXX XXXX I, XXXX XXXX XXXX was approved for a vehicle loan with my bank ( USAA ) and it was transferred to a dealership that was found online in XXXX and USAA stated ” they looked up their dealer license and was recognized by the DMV ” I am an XXXX XXXX military member living in XXXX XXXX. on the XXXX of XXXX was the last I had heard from XXXX XXXX ( the dealer ) as he stated ” the transport vehicle had a flat tire and I am figuring out the status myself ” I since then his phone number has been disconnected. and I have not received a vehicle, USAA did not receive a title and USAA said that ” we are sorry but you are stuck with the loan ”
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.