May 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: May 9, 2019


State: CA

Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card

Issue: Other features, terms, or problems
Sub-Issue: Other problem

Full Complaint:
Date of response : XX/XX/XXXX. In your submission to the Office of the Comptroller of the Currency which was forwarded to the CFPB, you state that you are holding USAA liable for the participation in consumer and bank fraud along with XXXX XXXX XXXX XXXX ( XXXX ). ( YES. ) You assert that both parties are committing financial fraud based off business projected income being used on two ( CONSUMER ) credit card applications in place of stated income. ( USAA KNEW THAT FROM THE BEGINNING AND USAA HAD THE EIN AND NEVER ASKED FOR PROOF OF EMPLOYMENT AND INCOME TO VERIFY THE ANNUAL INCOME OF {0000.00} ).
You assert that USAA knows that these military-affiliate credit cards ( WAS NEVER OPENED BACK IN XXXX ) are not open to non-USAA members and non-military affiliated members.
You feel USAA is ignoring ( ALL EMAILS, ) your request to settle the account or to go to court ( USAA HAS NOT COMPLY WHETHER OR NOT THEY WANT TO GO TO COURT OR NOT ) ( THE AGREEMENT WAS SENT ON XX/XX/XXXX AND USAA HAD TILL XX/XX/XXXX TO RESPOND. I GAVE USAA A CHANCE TO ADD OR CHANGE SOMETHING IN THE AGREEMENT AND NO RESPONDS. I SENT ANOTHER AGREEMENT ON XX/XX/XXXX AND TO RESPOND XX/XX/XXXX THAT MAY BENEFIT USAA TO SETTLE THE CLAIM WITHOUT ANY MONEY FOR DAMAGES ONLY TO REMOVE THE ACCOUNTS OFF CREDIT REPORTS. I WAS NOT ASKING FOR ANY MONEY ON THE AGREEMENT. ) ( BACK IN XXXX THROUGH XXXX XXXX IT WAS OPEN TO ANYONE Membership in USAA is limited to XXXX XXXX and veterans of the U.S. military and to their eligible family members. However, not all USAA products and services are limited to members. USAAs investment services, life/health products, and some bank products ( such as military affiliate credit cards ) are currently available to individuals not eligible for USAA membership. ( FALSE STATEMENT!! GOT PROOF THAT IT WAS NOT ) Further, a person does not need to be a member of a military affiliate group in order to obtain such a card. ( AGAIN FALSE STATEMENT. I DO HAVE RECORDING OF USAA STATING DIFFERENT AND PRIVATE MESSAGING AND EMAIL OF THE WELCOME LETTER THAT WAS SENT TO ME IN XXXX ALONG WITH XXXX XXXX XXXX WHICH I DID NOT UNDERSTAND TO AT THAT TIME ).. In XXXX and XX/XX/XXXX, you ( XXXX XXXX XXXX ) applied for two military-affiliated credit cards online. On XX/XX/XXXX, and XX/XX/XXXX, you requested the status of your credit card applications for a XXXX XXXX XXXX credit card and a USAA military-affiliate card, the XXXX XXXX XXXX XXXX. ( USAA PARTNER XXXX XXXX XXXX HAD REQUESTED ME TO CHECK THE STATUES. GOT PROOF OF THAT. ) On XX/XX/XXXX, and XX/XX/XXXX, USAA established individual credit cards ending in XXXX and XXXX, respectively ( FALSELY ), in your name. On XX/XX/XXXX, you messaged USAA via the website apologizing for your accounts being past due. You indicated that you got confused and sidetracked and thought the accounts were due by the XXXX each month. ( DO NOT REMEMBER THAT ) On XX/XX/XXXX, you messaged USAA via the website indicating you intended to pay off the debt when you were able. You stated that you started a XXXX XXXX business ( XXXX USAA KNEW IT FROM THE BEGINNING ) and that you came across ( USAA PARTNER ) XXXX, which helps raise capital for funding businesses ( XXXX USAA KNEW IT FROM THE BEGINNING. USAA KNEW IT WAS FOR BUSINESS BY USING A FALSE INCOME. USAA KNEW THE CONSUMER ANNUAL HOUSEHOLD INCOME WAS FALSE JUST TO RECEIVE A HIGH CREDIT AMOUNT. ) You added that ( USAA PARTNER ) XXXX indicated it was legal to use ( BUSINESS ) projected income on ( CONSUMER ) applications. ( APPARENTLY I WAS LIED TO AND USAA ACCEPTED THE FALSE INCOME FROM THE BEGINNING ANY WAYS KNOWING USAA DONT ACCEPT BUSINESS PROJECTED INCOME AS STATED INCOME ON CONSUMER CREDIT APPLICATION ) You indicated that you used the funding to purchase a property ( UNDER THE BUSINESS NAME THE LLC AND NOT UNDER CONSUMER NAME ) from a county tax foreclosure auction in XX/XX/XXXX and learned you could not sell the property until the one-year period had passed. You asserted that you planned to pay off the debt or continue making full payments in XXXX. ( WHICH AT THE TIME I DID NOT KNOW IT WAS CONSUMER AND BANK FRAUD THAT I GOT CAUGHT UP IN ) You stated, It is my responsibility to pay off the debts. ( THINGS DO HAPPEN THAT I CAN NOT CONTROL ) You were provided with contact information for the Member Assistance Program, ( NOT TO MY KNOWLEDGE ) which knowledge provides a means to assist past-due account holders in becoming current ; however, we have no evidence that you contacted the department. Our records confirm that between XX/XX/XXXX and XX/XX/XXXX, payments were made to both ( CONSUMER ) credit cards ( THROUGH THE BANK BUSINESS ACCOUNT ), and statements were sent to your address on file. Both ( CONSUMER ) credit card accounts charged off in XX/XX/XXXX, as they had reached 180 days of delinquency. From XX/XX/XXXX to XX/XX/XXXX, both accounts were assigned to five separate collections agencies for possible balance recovery ( I DID NOT KNOW THAT ). The charged-off balances remained unpaid. ( USAA SHOULD HAD FILED A LAWSUIT AGAINST ME TO COLLECT THE FRAUDULENT DEBT DONE BY USAA AND XXXX XXXX XXXX. CALIFORNIA STATUE OF LIMITATION IS 4 YEARS FROM THE FIRST NON PAYMENT. ) In XX/XX/XXXX, USAA sent IRS 1099-C forms to you for both accounts. Credit card account numbers that appear on your card, statement, and credit report are individual numbers unique to the cardholder and are tied to the differing account numbers that USAA has on file. The numbers shown on the 1099-C end in XXXX and XXXX, which pertain to your accounts ending in XXXX and XXXX, respectively ( FALSELY ). ALL FOUR ACCOUNTS THAT STARTS WITH XXXX ARE MASTER CARDS WITH A 16 DIGIT NUMBERS. AS OF XXXX USAA NO LONGER A PARTNER WITH MASTER CARD. SWITCH ALL CONSUMER ACCOUNTS TO VISACARDS. ) We confirmed these numbers are correct on both 1099-C forms. From XX/XX/XXXX to XX/XX/XXXX, USAA received multiple credit report disputes for both accounts. The dispute reasons were listed as the account not being yours and opened fraudulently. ( USAA ONLY SPECULATING. USAA KNOWS THE TRUTH ) USAA responded to each dispute accordingly, and no changes were made to your credit report. ( USAA HAD ADDED NEW ACCOUNTS REPEATEDLY TO GET MY ATTENTION TO MY XXXX REPORTS BY ADDING THE OLD ACCOUNT AS NEW ACCOUNTS. GOT PROOF OF THAT ) According to the Site Terms, You may not use the login information of another person, unless they specifically authorized you to do so. Your email to ( USAA PARTNER ) XXXX dated XX/XX/XXXX, shows that you shared your online credentials with them, ( USAA IS NOT SHARING WHAT WAS IN THE EMAIL TO SHOW PROOF THAT THE CREDIT CARDS WAS NOT OPEN TO NON MEMBERS IN XXXX AND THE WELCOME LETTER THAT WAS SENT TO ME TELLS IT ALL. I POSTED WHAT WAS LEFT OUT AT THE BOTTOM ) thereby giving them authorization to use your login information. ( MUST DID SOMETHING TO GET ME APPROVE FOR THE MILITARY AFFILIATE CREDIT CARDS. I KNOW I AM NOT THE ONLY ONE THAT XXXX XXXX XXXX HAD ACCESS TO OTHER CONSUMERS USAA ACCOUNTS TO GET THE CONSUMER APPROVE FOR THE CREDIT CARDS ) In addition, our records reflect that you signed the USAA Online Agreement on the date you established your USAA profile. The Online Agreement states, You are responsible for maintaining the confidentiality of your account and password and for restricting access to your computer and mobile device ( AGAIN NO ONE HAD ACCESS TO MY HOME COMPUTER AND CELL PHONE. ) as further described in the Online Security Center. You agree to notify us promptly of any unauthorized ( USAA PARTNER XXXX XXXX XXXX ON THEIR END ) use of your password or breach of security Our records reflect that you did not report unauthorized use of your account ( USAA PARTNER XXXX XXXX XXXX ) prior to the disputes. ( I AM NOT LIABLE FOR THE ACCOUNTS DUE TO CONSUMER AND BANK FRAUD BY USAA AND XXXX XXXX XXXX XXXX ) ( SINCE USAA IS NOT DENYING XXXX XXXX XXXX THROUGH OUT COMPLAINTS AND EMAILS AND LETTERS RECEIVE FROM USAA ). An investigation determined that there was no evidence of fraudulent activity ( NO ONE HAD STOLEN THE ACCOUNT TO CHARGE ANYTHING TO THE ACCOUNTS ) and you remain liable for the debt ( DUE TO USAA AND XXXX XXXX XXXX CONSUMER AND BANK FRAUD ). On XX/XX/XXXX, USAA sent you a {.00} refund check ( BOGUS CHECK THAT I NEVER CASHED ), along with a letter referencing your credit card account ending in the internal account number XXXX ; ( 16 NUMBERS MASTER CARD ) the number for your account ending in XXXX. ( 16 NUMBERS MASTER CARD ) The letter explained that USAA recently reviewed statements between XX/XX/XXXX and XX/XX/XXXX, and a difference was found between what was disclosed and the late fee charged during this period. The refund was for a difference of the fee charged and interest. The letter did not specify the actual date of the late fee or intend to imply the account was established in XXXX. USAA is required by the Fair Credit Reporting Act to report accurate information to the consumer reporting agencies. ( DONT ACT SO PERFECT USAA HAD REPORTED THE ACCOUNTS ON FALSE DATES AND REPORTED THE OLD ACCOUNT AS NEW ACCOUNTS TO THE XXXX REPORT REPEATEDLY ( VIOLATION TO FCRA ). ) As no fraud ( YES DONE BY USAA AND PARTNER XXXX XXXX XXXX ) or error was found, the reporting will not be changed or removed. Please note, each account will continue to report for seven years from the first date of delinquency. No settlement or compensation will be forthcoming. ( OK USAA IS WILLING TO SPEN ALLOT OF MONEY ON ATTORNEY AND COURT FEES TO GO TO COURT AGAINST LITTLE ME. ) USAA MUST ENJOY HANGING ON TO ME FOR PERSONAL GAIN ) We found no evidence to substantiate your allegations of wrongdoing. We appreciate the opportunity to review this matter and respond to you. Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC. ( I WONDER HOW MANY CONSUMER USAA COLLECTED THROUGH OUT THE YEARS FROM XXXX XXXX XXXX ON FALSE HOUSE HOLD INCOME? ) _____________________________________________________________ ( I HAD DECIDED TO RESEARCH ON USING BUSINESS PROJECTED INCOME AND STATED INCOME ON CONSUMER CREDIT APPLICATION TO USE IN CONSUMER ANNUAL HOUSE HOLD INCOME IN THE END OF XXXX AND XXXX AND NOW. I CAME TO DISCOVER BUSINESS PROJECTED INCOME IS ONLY FOR BUSINESS LOANS AND CREDIT AND NOT FOR THE USE FOR CONSUMER. A BUSINESS PROJECTION INCOME IS AN OUT LINE OF WHAT YOU MAY GAIN IN THE YEAR OR MAY NOT HAPPEN. IT IS PART OF A BUSINESS PLAN. XXXX XXXX XXXX USED {0000.00} ANNUALLY THAT IS XXXX EACH MONTH. I WISH I WAS MAKING THAT MUCH IN A MONTH. I WOULD NOT BE COLLECTING XXXX XXXX XXXX XXXX XXXX XXXX XXXX MOST OF MY LIFE. IN XXXX I WAS GETTING CLOSE TO {0.00} A MONTH THAT IS {000.00} A YEAR. USAA KNEW IT. AS OF XXXX OF XXXX I RECEIVE WIDOWS BENEFITS DUE TO MY HUSBAND PASSING AWAY OF XXXX. I DONT RECEIVE XXXX ANY MORE.
I KNOW I WAS FRAUDED BY USAA. I WILL STICK TO MY CLAIM AGAINST USAA. ) _______________________________________________________________ ( XXXX XXXX XXXX EMAIL USAA Setup for XXXX XXXX XXXX XXXX XXXX Wed, XX/XX/XXXX at XXXX XXXX Reply-To : XXXX XXXX XXXX To : ” XXXX ” XXXX Cc : XXXX XXXX XXXX, XXXX XXXX XXXX The purpose of this email is to establishing a relationship with We need you to create the login, password, and pin. You will not be applying for anything, just setting up an account at this time. Please do not link to from this page but enter the address into your browser when prompted.
1. Type into your web browser address bar.

2. Towards the top of the screen click on ” Why Join USAA ”.

3. On the next screen click the green ” Join USAA ” button.

4. The next two pages will ask you to fill in some basic personal information.

5. The page after that is a few questions regarding your military affiliation. If any of the questions pertain to you answer ” yes ”, if not answer ” no ”.

6. On the final page, you will create a login/password/pin.
****Please Note : If you have ANY difficulties setting up the account online please call XXXX and ask to have an account set up for you over the phone.
Simply tell the representative you have been told they are a great company and you are interested in their investment products ( you do not need military affiliation for these particular offerings ).
When you have finished, just email/call your consultant and let them know the account has been established.
XXXX XXXX XXXX XXXX XXXX Coordinator Main XXXX ( XXXX ) Ext XXXX Local XXXX Ext XXXX Fax : XXXX Alt XXXX ***The office will be Closed on Monday XX/XX/XXXX for XXXX XXXX. I will respond to all emails and voice mails within XXXX hours. If you need immediate assistance, please contact your consultant. Thank you*** USAA WELCOME EMAIL Welcome to USAA USAA XXXX Wed, XX/XX/XXXX at XXXX XXXX Reply-To : XXXX To : XXXX To ensure delivery to your inbox, please add XXXX to your address book.
USAA Number Confirmation View Accounts | Privacy Promise | Contact Us USAA XXXX XXXX XXXX XXXX USAA # ending in : XXXX Dear XXXX XXXX, Since XXXX, USAA has been honored to serve military members and their families. Whether it’s through banking, investments or insurance, helping members reach their financial goals is our mission.
Our records show that you set up your online access on XX/XX/XXXX, at XXXX XXXX, and established the following : Online ID Password Personal Identification Number ( PIN ) Although USAA auto and property insurance and USAA Banking Products aren’t available to you because of our eligibility requirements, we can still help. We offer a variety of products and services that can help you with everything from budgeting and managing all your accounts ( even non-USAA ones ) in one place, planning for retirement and more. We’re here to help you meet your needs through every stage of life.

Company response:

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.