April 2019 Complaints Against USAA

Compiled from Public Data by FairShake

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In 2019, the CFPB received 1354 complaints against USAA. USAA ranked Number 23 among all financial companies for the most complaints.

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Complaint Details:

Date of Complaint: April 11, 2019


State: IL

Product: Checking or savings account
Sub-Product: Checking account

Issue: Managing an account
Sub-Issue: Problem using a debit or ATM card

Full Complaint:
On Sunday, XX/XX/2019 I spoke to XXXX in fraud department. I explained to him that there were charges to my credit/debt card that I didn’t make. XXXX told me that he would have to cancel the card and issue me a new one. Fine. I gave him a new pin number and was told that I should be receiving a new card within 2-3 days. I called on XX/XX/2019 to get an update since I haven’t received a new card. I was told that no card was ever processed! It is now XX/XX/2019. I still don’t have a card. No access to money. I can not put lunch money for my daughter to eat lunch because I have to load funds on her school account. Please see the chat transcript. I was told to get loans!! USAA refused to send me a card overnight. There are no branches in XXXX!!

Welcome to the USAA Bank Chat!

XXXX XXXX ( XX/XX/2019, XXXX XXXX ) : Your Question is : Could you please provide a tracking number ( XXXX ) for my new credit/debt card. I haven’t been able to make transactions since Sunday.

XXXX XXXX ( XX/XX/2019, XXXX XXXX ) : Thank you for chatting in with me. My name is XXXX and I will be happy to look into your information because I know how important that information is to you.

Me ( XX/XX/2019, XXXX XXXX ) : I was told I should be getting it by tomorrow XXXX XXXX ( XX/XX/2019, XXXX XXXX ) : Since it has just been ordered today I have yet to have a shipping number. I will have a shipping number for you by tomorrow.

Me ( XX/XX/2019, XXXX XXXX ) : No! I was told it was expidited. I was supposed to be shipped today and I should recieve it by tomorrow Me ( XX/XX/2019, XXXX XXXX ) : This is now the 3rd time you guys are refusing to send me a card Me ( XX/XX/2019, XXXX XXXX ) : I spoke to a supervisor yesterday Me ( XX/XX/2019, XXXX XXXX ) : Im not waiting anymore! I have no money!!! What the XXXX am I supposed to do! I haven’t been able to access my account since Sunday!!!!!!!!!!!!

Me ( XX/XX/2019, XXXX XXXX ) : Hello?

XXXX XXXX ( XX/XX/2019, XXXX XXXX ) : To make sure I understand your situation I will be asking questions throughout my chat.

Me ( XX/XX/2019, XXXX XXXX ) : Are you serious? I want my card!!!

XXXX XXXX ( XX/XX/2019, XXXX XXXX ) : Do you have a friend that could loan you the money until you get your card?

Me ( XX/XX/2019, XXXX XXXX ) : XXXX!!!! Are you crazy???

Me ( XX/XX/2019, XXXX XXXX ) : This is USAA ‘s fault not mine. I shouldn’t have to go begging!!!

Me ( XX/XX/2019, XXXX XXXX ) : This is insane! Im going to another bank!

Me ( XX/XX/2019, XXXX XXXX ) : I trusted you guys and you XXXX me over. Im done Me ( XX/XX/2019, XXXX XXXX ) : Telling people to give you loans because USAA refuses to give you a card and refuses you access to YOUR OWN MONEY Me ( XX/XX/2019, XXXX XXXX ) : This chat is going on social media Me ( XX/XX/2019, XXXX XXXX ) : Im telling everyone how USAA screws you over and then tells you to beg for money Me ( XX/XX/2019, XXXX XXXX ) : Im already taking screenshots XXXX XXXX ( XX/XX/2019, XXXX XXXX ) : I am sorry that you feel we XXXX you. Is there anything I can do for you?

Please run away from them. Use your local bank!

Complaint Tags: Servicemember

Company response:

Response Type: Closed with explanation

Public Response:
Company believes complaint is the result of an isolated error

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.