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 12, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
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
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: June 11, 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: Other features, terms, or problems
Sub-Issue: Problem with convenience check
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: June 12, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AZ
Product: Checking or savings account
Sub-Product: Other banking product or service
Issue: Opening an account
Sub-Issue: Account opened as a result of fraud
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: June 12, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-Product: Credit reporting
Issue: Improper use of your report
Sub-Issue: Credit inquiries on your report that you don’t recognize
Full Complaint:
I applied for a car loan once and I have to hard inquires on my credit that is affecting my credit score. please remove one of the inquires a credit report is good for 45 days. As I was declined anyway.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: June 12, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Incorrect information on your report
Sub-Issue: Account information incorrect
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: June 12, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Incorrect information on your report
Sub-Issue: Account information incorrect
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: June 11, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Problem using a debit or ATM card
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: June 12, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
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:
On XX/XX/XXXX, I checked my checking account balance via ATM in XXXX XXXX Louisiana as I was planning to make a purchase and noticed that my account balance was off by {00.00}. I immediately called USAA to report fraud on my account and come to find out I was actually negative {000.00}. I was under the impression that this account would be closed due to the recent fraud activities and I assumed no other transactions would be allowed. On XX/XX/XXXX my military paycheck was accepted into this same ” closed ” account in which I argued with a CSR via phone but it was never refunded as USAA claimed that I was responsible for the fraud. At this point, I let it go and open another account with a different bank thinking this will eventually be resolved and I’ll be refunded at least my last paycheck and they will check camera ‘s etc and see I was in another state and it was not me. Time goes on, I let it go until XX/XX/XXXX when I received a letter from the IRS stating I failed to claim the discharged debt of $ XXXX as income and therefore I now owe the IRS XXXX XXXX. What? I call the IRS to dispute and this is when I was told that USAA discharged $ XXXX and I was responsible for the taxes. A second letter was sent from the IRS demanding payment immediately and this prompted me to call USAA and ask specific questions regarding the fraud investigation. I spoke to a banking CSR named XXXX on XX/XX/XXXX. She was very helpful and answered a lot of questions as to the dates and amounts of the checks, the name of the account holder of the checks and she stated that she was looking at a copy of the checks as we were speaking. XXXX also mentioned that someone had called prior to XX/XX/XXXX and requested a withdrawal limit increase. I requested that a copy of the fraud investigation be sent out ASAP so I could forward this along to the IRS but I never received it ( XXXX stated it would be 2-5 business days ).
USAA told me they sent a card to XXXX where the fraud was located. It so also happens to be the location of a USAA bank. USAA also concludes this investigation in less than 2 weeks. There are numerous complaints by numerous people claiming the same things happening to them. USAA sends me a letter stating that they failed to investigate fraud. But then simultaneously claim they actually investigated this claim. But somehow I was simultaneously in XXXX where the fraud took place and the fraud division is located.
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 13, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: IL
Product: Mortgage
Sub-Product: VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage
Full Complaint:
I am a veteran. My husband and I were pre-approved by USAA and contracted to buy a home 3 weeks ago. We have submitted all supplemental items requested by the bank yet, we have not heard from our loan processor once. She apparently had some sort of situation and has been unable to address our loan. We were passed off to another loan processor who wouldn’t respond to emails and then went on a week vacation without informing us, or having any sort of auto response to emails. She just disappeared for a week ( after several days of her not replying before she went on vacation to begin with ). We only found out when we called her manager to complain, who assured us our original loan processor was back. That was 5 days ago, still no word from her either. We need to have our loan commitment in 6 days, and we can’t get ahold of any processor who is handling our loan. If we don’t secure this loan in the next week we could lose our house. If they had an employee emergency and the alternate is too busy to help, someone should have told us that no one was handling our loan.
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 11, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-Issue: Application denied
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.