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 24, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CO
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
Full Complaint:
On Tuesday, XX/XX/2018 I received text and phone fraud alerts from my banking institutions ( USAA and XXXX XXXX XXXX ) alerting me to fraudulent activity on my credit cards. The amounts were : {0.00} charged to my XXXX XXXX at XXXX {00.00} charged to my USAA XXXX XXXX at XXXX {0.00} charged to my USAA XXXX XXXX at XXXX When I checked my wallet, both of those credit cards were missing. I believe my credit cards were stolen from my wallet on the morning of Saturday, XXXX XX/XX/XXXX. I have filed a police report with my county Sheriffs Office, a copy of which has been provided to USAA.
My cards were NOT in my possession when the fraudulent purchases were made. XXXX XXXX XXXX quickly reversed the {0.00} charge and the resulting fees. USAA also initially reversed the charges and issued me a replacement card, but then the charges appeared on my statement again on XX/XX/2018. I never received a notification explaining the charge reversal, and only noticed it when reviewing my account history.
I have tried numerous times to resolve this issue with USAA, asking them to remove the fraudulent charges from my account. I have called weekly, but am told every time that my case is still in progress and there has been no resolution. I am beyond frustrated that this has dragged on for 10 months with no assistance from USAA.
Please contact me if you need any additional information. Thank you.
Response Type: Closed with monetary relief
Public Response:
Company believes complaint is the result of an isolated error
Date of Complaint: June 22, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: IL
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-Issue: Unexpected increase in interest rate
Full Complaint:
My USAA Visa card last month stated that I did not owe a minimum payment, ” {
Date of Complaint: June 24, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CO
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
Full Complaint:
On Tuesday, XX/XX/2018 I received text and phone fraud alerts from my banking institutions ( USAA and XXXX XXXX XXXX ) alerting me to fraudulent activity on my credit cards. The amounts were : {0.00} charged to my XXXX XXXX at XXXX {00.00} charged to my USAA XXXX XXXX at XXXX {0.00} charged to my USAA XXXX XXXX at XXXX When I checked my wallet, both of those credit cards were missing. I believe my credit cards were stolen from my wallet on the morning of Saturday, XXXX XX/XX/XXXX. I have filed a police report with my county Sheriffs Office, a copy of which has been provided to USAA.
My cards were NOT in my possession when the fraudulent purchases were made. XXXX XXXX XXXX quickly reversed the {0.00} charge and the resulting fees. USAA also initially reversed the charges and issued me a replacement card, but then the charges appeared on my statement again on XX/XX/2018. I never received a notification explaining the charge reversal, and only noticed it when reviewing my account history.
I have tried numerous times to resolve this issue with USAA, asking them to remove the fraudulent charges from my account. I have called weekly, but am told every time that my case is still in progress and there has been no resolution. I am beyond frustrated that this has dragged on for 10 months with no assistance from USAA.
Please contact me if you need any additional information. Thank you.
Response Type: Closed with monetary relief
Public Response:
Company believes complaint is the result of an isolated error
Date of Complaint: June 22, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: IL
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-Issue: Unexpected increase in interest rate
Full Complaint:
My USAA Visa card last month stated that I did not owe a minimum payment, " {{{mpg_replace}}.00} '' even though I had a balance of {0.00} owed for insurance payments to USAA. So thinking the payments were not due, I didn't pay anything. Then this month the bill still says no minimum payment due, but I found I was charged interest of {.00} because I didn't pay the balance owed last month. Nowhere does the bill state interest will be charged if the balance is not paid, even though the bill says no payment is due.
In addition USAA used to bill the insurance balance in four monthly payments on the credit card, without interest charged. Apparently that has stopped though I was not notified. An insurance person said it's still happening, but the bill and the credit card people say that program ended.
USAA needs to get its act together, and tell its customers when interest will be charged, etc. I've been a member since the 1960s.
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 22, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AZ
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
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 24, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: None
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-Issue: Problem with fees
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 22, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AZ
Product: Vehicle loan or lease
Sub-Product: Loan
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 23, 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: Deposits and withdrawals
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 22, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA
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
Full Complaint:
I am one of USAA 's victims. and was not included in the terms announced by CFPB and USAA on XX/XX/XXXX. On numeroud occasions, USAA denied me a reasonable error resolution investigation and which I continue to labor under even today. The harm USAA has caused is irreparable as they put on a huge facade as to how they labor on behalf of the veteran. This, in my opinion is nothing more than a marketing strategy and ruse. You can look at the national level of complaints against USAA and while I am glad CFPB sanctioned USAA, it was not enough. Furthermore, I am confident I am not the only one left out of the bone-jarring {0.00} restitution payment.
Consumer Financial Protection Bureau Settles with USAA Federal Savings Bank Bank Failed to Stop Payments or Resolve Errors, Must Pay {.00} XXXX in Restitution, {.00} XXXX Fine XX/XX/XXXX Washington, D.C. The Consumer Financial Protection Bureau ( Bureau ) today announced a settlement with USAA Federal Savings Bank, a federally chartered savings association headquartered in XXXX XXXX, Texas.
As described in the consent order, the Bureau found that USAA violated the Electronic Fund Transfer Act and Regulation E by failing to properly honor consumers stop payment requests on preauthorized electronic fund transfers, and by failing to initiate and complete reasonable error resolution investigations. USAA also violated the Consumer Financial Protection Act of 2010 by reopening deposit accounts consumers had previously closed without seeking prior authorization or providing adequate notice.
Under the terms of the consent order, USAA must, among other provisions, provide approximately {.00} XXXX in restitution to certain consumers who were denied a reasonable error resolution investigation, and pay a {.00} XXXX civil money penalty.
The consent order is available at : XXXX XXXX XXXX XXXX XXXX XXXX The Bureau of Consumer Financial Protection is a 21st century agency that helps consumer finance markets work by regularly identifying and addressing outdated, unnecessary, or unduly burdensome regulations, by making rules more effective, by consistently enforcing federal consumer financial law, and by empowering consumers to take more control over their economic lives. For more information, visit consumerfinance.gov.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: June 22, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA
Product: Checking or savings account
Sub-Product: Other banking product or service
Issue: Managing an account
Sub-Issue: Deposits and withdrawals
Full Complaint:
XX/XX/2019, we notified USAA about an unauthorized deposit into our account We were told they would lock our acounts and investigate the situation. Somehow the hackers were still able to take the money out after being locked ( what usaa said ). We called them several times for a status. On XX/XX/2019, they unlocked our accounts. We noticed we were charged for the fraudulent charges. The fraud department said that my phone was hacked by terrorists and the money was sent to an offshore account. But they faulted us for it. We've been banking with this company for 15 years. Where was our protection? Why are we being charged for something we had nothing to do with it. They told us had we not had over draft protection on our credit card/accounts, they would've closed our accounts, froze our assets and reported us as frauds. That is not ok. I dont need your workers telling us that we were lucky that it was a small amount. No matter the amount, it shouldn't have happened to us. Did you check the signatures? The origin of the deposit or withdraw? You were supposed to protect us!
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 21, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: OK
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 complaint is the result of an isolated error
Date of Complaint: June 22, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
Product: Checking or savings account
Sub-Product: Checking account
Issue: Opening an account
Sub-Issue: Unable to open an account
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
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 22, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AZ
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
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 24, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: None
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-Issue: Problem with fees
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 22, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AZ
Product: Vehicle loan or lease
Sub-Product: Loan
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 23, 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: Deposits and withdrawals
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 22, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA
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
Full Complaint:
I am one of USAA ‘s victims. and was not included in the terms announced by CFPB and USAA on XX/XX/XXXX. On numeroud occasions, USAA denied me a reasonable error resolution investigation and which I continue to labor under even today. The harm USAA has caused is irreparable as they put on a huge facade as to how they labor on behalf of the veteran. This, in my opinion is nothing more than a marketing strategy and ruse. You can look at the national level of complaints against USAA and while I am glad CFPB sanctioned USAA, it was not enough. Furthermore, I am confident I am not the only one left out of the bone-jarring {0.00} restitution payment.
Consumer Financial Protection Bureau Settles with USAA Federal Savings Bank Bank Failed to Stop Payments or Resolve Errors, Must Pay {.00} XXXX in Restitution, {.00} XXXX Fine XX/XX/XXXX Washington, D.C. The Consumer Financial Protection Bureau ( Bureau ) today announced a settlement with USAA Federal Savings Bank, a federally chartered savings association headquartered in XXXX XXXX, Texas.
As described in the consent order, the Bureau found that USAA violated the Electronic Fund Transfer Act and Regulation E by failing to properly honor consumers stop payment requests on preauthorized electronic fund transfers, and by failing to initiate and complete reasonable error resolution investigations. USAA also violated the Consumer Financial Protection Act of 2010 by reopening deposit accounts consumers had previously closed without seeking prior authorization or providing adequate notice.
Under the terms of the consent order, USAA must, among other provisions, provide approximately {.00} XXXX in restitution to certain consumers who were denied a reasonable error resolution investigation, and pay a {.00} XXXX civil money penalty.
The consent order is available at : XXXX XXXX XXXX XXXX XXXX XXXX The Bureau of Consumer Financial Protection is a 21st century agency that helps consumer finance markets work by regularly identifying and addressing outdated, unnecessary, or unduly burdensome regulations, by making rules more effective, by consistently enforcing federal consumer financial law, and by empowering consumers to take more control over their economic lives. For more information, visit consumerfinance.gov.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: June 22, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA
Product: Checking or savings account
Sub-Product: Other banking product or service
Issue: Managing an account
Sub-Issue: Deposits and withdrawals
Full Complaint:
XX/XX/2019, we notified USAA about an unauthorized deposit into our account We were told they would lock our acounts and investigate the situation. Somehow the hackers were still able to take the money out after being locked ( what usaa said ). We called them several times for a status. On XX/XX/2019, they unlocked our accounts. We noticed we were charged for the fraudulent charges. The fraud department said that my phone was hacked by terrorists and the money was sent to an offshore account. But they faulted us for it. We’ve been banking with this company for 15 years. Where was our protection? Why are we being charged for something we had nothing to do with it. They told us had we not had over draft protection on our credit card/accounts, they would’ve closed our accounts, froze our assets and reported us as frauds. That is not ok. I dont need your workers telling us that we were lucky that it was a small amount. No matter the amount, it shouldn’t have happened to us. Did you check the signatures? The origin of the deposit or withdraw? You were supposed to protect us!
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 21, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: OK
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 complaint is the result of an isolated error
Date of Complaint: June 22, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
Product: Checking or savings account
Sub-Product: Checking account
Issue: Opening an account
Sub-Issue: Unable to open an account
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.