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: June 27, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: PA
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Deposits and withdrawals
Full Complaint:
Two deposits were made today {0.00} and one for {0.00}. XXXX USAA is withholding {0.00} of those payroll checks.
I tried to resolve with going to a supervisor to no avail.
I believe it is illegal to keep that much of a payroll check I would like to issue an investigation into this situation. It is not the first time funds have been held with no rhyme or reason or consistency in their policy.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: June 27, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Vehicle loan or lease
Sub-Product: Loan
Issue: Managing the loan or lease
Sub-Issue: Billing problem
Response Type: Closed with monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: June 29, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: OH
Product: Checking or savings account
Sub-Product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-Issue: Transaction was not authorized
Full Complaint:
I had another USAA member send me {00.00} on XX/XX/19. He asked to purchase bitcoin from me. I am a well known investor in bitcoin and I have a great reputation. Anyway, I didn’t want to do this as a member to member transfer, but a wire.
Eventually after he sent me a drivers license and selfie, and called me from a registered landline, I agreed to it. He was of clear mind, not intoxicated, and knew what bitcoin was. He said he wasn’t purchasing it for anyone else.
USAA only allows members to send up to {00.00} using XXXX by the mobile app. In order to send {00.00} to another member, he had to call in and get verified by USAA. They do this by sending a text to his phone and having him read the numbers back.
The money was transferred to me, and I released the bitcoin to him.
The next day, I called into USAA because I was worried maybe someone might have been running a romance scam with this guy or doing something else shady. If he had been scammed in some way, I didn’t want him to lose any more money. He had around 25-30K in his account and I didn’t want him to lose it all. If he was really scammed and not of sound mind, I would even send the money back.
USAA however, chose to be dishonest with me. They came back me and said, ” The member said his computer was hacked and that is how the money was transferred ”.
This is not possible, USAA is covering something up.
They chose to close my accounts and stop doing business with me over this money transfer. In this case, I would like my {00.00} back. Otherwise I will sue for it because I only authorized return of the money in case of a scam, not lies saying his computer was hacked. If his computer was hacked, the most he could have transferred was {00.00}. He called in on the phone, got thoroughly identified by USAA and the agent transferred the money to me.
I don’t mind returning money when someone is being taken advantage of, but clearly I am the victim here of a scam … .One in which USAA has chosen to take the scammer ‘s side for some reason.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: June 28, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AL
Product: Debt collection
Sub-Product: Credit card debt
Issue: Attempts to collect debt not owed
Sub-Issue: Debt was already discharged in bankruptcy and is no longer owed
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: June 28, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AZ
Product: Vehicle loan or lease
Sub-Product: Loan
Issue: Managing the loan or lease
Sub-Issue: Problem with additional products or services purchased with the loan
Full Complaint:
Hi on XX/XX/2019, I purchased a used car through XXXX of XXXX in AZ and tried to buy GAP insurance since its finance thru USAA. I was told that per the Military Lending Act since I am a XXXX they cant sell it to me. I tried to buy one through USAA but they do not sell them anymore. This MLA is hurting the military service members unnecessarily. I told them this only applies to active duty not weekend warriors but they said it does. Is that true? XXXX XXXX XXXX wont sell the GAP. Thanks.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes complaint caused principally by actions of third party outside the control or direction of the company
Date of Complaint: June 27, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA
Product: Checking or savings account
Sub-Product: Savings account
Issue: Closing an account
Sub-Issue: Company closed your account
Complaint Tags: Older American, Servicemember
Response Type: Closed with explanation
Public Response:
Company believes complaint is the result of an isolated error
Date of Complaint: June 29, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: IL
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-Product: Credit reporting
Issue: Incorrect information on your report
Sub-Issue: Account status incorrect
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: June 28, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NE
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-Product: Credit reporting
Issue: Incorrect information on your report
Sub-Issue: Account information incorrect
Full Complaint:
USAA Savings bank is still showing a XXXX credit card open on my credit which belongs to my ex husband. I have been divorced for 5 years, my name was to be removed from this account per court order, which I believe was taken care of at that time. I do not have access to this credit card, nor have I used this credit card, however my ss # is still tied to this account as it is affecting me. I have called USAA whom claims I am not on the account, I have disputed this record on my credit with XXXX and the negative credit is still effecting my score. I have asked for it to be removed and no actions have been taken on behalf of USAA Savings bank.
Response Type: Closed with non-monetary relief
Public Response:
Company believes complaint is the result of an isolated error
Date of Complaint: June 28, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: IL
Product: Money transfer, virtual currency, or money service
Sub-Product: Mobile or digital wallet
Issue: Fraud or scam
Full Complaint:
On XX/XX/2019 I attempted to purchase tickets for a XXXX XXXX concert from a seller on XXXX. The seller sent me a screen shot of the tickets, which matched the description on XXXX and advised that he would transfer them to my XXXX account upon receipt of payment. I used XXXX, which is available within my USAA mobile banking app, to send {0.00} to the seller ‘s email address : XXXX. The seller, with whom I was communicating solely via email through XXXX, then stated that he was was not seeing the payment and asked that I try again. I immediately became suspicious, sent him a screen shot of the transfer confirmation from my USAA app, and asked that the seller immediately transfer the tickets to my XXXX account. The seller stopped responding and I knew it was a scam. I promptly called USAA and asked that the transfer be reversed. A ticket was opened to investigate the disputed transfer, but I received an email on XX/XX/2019 stating : ” Thank you for your patience while we investigated your Send Money transaction dispute below : Dispute date : XX/XX/2019 Disputed amount : {0.00} Recipient ‘s name : XXXX XXXX Transaction date : XX/XX/2019 Transaction amount : {0.00} Confirmation number : XXXX We’ve completed our investigation and determined an error did not occur for the following reason : XXXX is a personal money transfer service and does not provide purchase protection. The transfer was completed as requested and any dispute must be resolved with the user to whom you sent money to. If you have questions or would like to request copies of the documentation or information we used to make this decision, please call us at XXXX ( XXXX ), our mobile shortcut # XXXX or XXXX. We value your business and the opportunity to serve all your financial needs. ” Having now researched the matter further on my end, I understand that the major U.S. banks are all offering and promoting XXXX as a money transfer service, but are failing to provide any purchaser protection. As a result, XXXX has become inundated with scammers and fraudsters. The banks must know this and are failing to protect their customers. I find this unacceptable and ask that the CFPB investigate the matter and take action. There are a number of ways the banks can protect purchasers who use XXXX, including not releasing funds to the recipient until confirmation that goods/services were delivered.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: June 28, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Vehicle loan or lease
Sub-Product: Loan
Issue: Managing the loan or lease
Sub-Issue: Problem with the interest rate
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.