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: ID
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
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: June 26, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: SC
Product: Vehicle loan or lease
Sub-Product: Loan
Issue: Problems at the end of the loan or lease
Sub-Issue: Unable to receive car title or other problem after the loan is paid off
Response Type: Closed with explanation
Public Response:
Company believes complaint represents an opportunity for improvement to better serve consumers
Date of Complaint: June 24, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: WA
Product: Debt collection
Sub-Product: I do not know
Issue: Written notification about debt
Sub-Issue: Didn’t receive enough information to verify debt
Full Complaint:
I am having multiple issues with an USAA account that was over drafted by unauthorized usage on an account where I am an authorized user and not an authorized cosigner. The account was used without my knowledge or my fathers knowledge and is being reported as a defaulted collection. I have taken a police report and included it to company reporting data. I have asked for an investigation into the matter and an affidavit as well a complete listing of charges made on the account. No investigation or documentation was received. I have asked multiple times to have the matter reviewed.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: June 26, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AZ
Product: Debt collection
Sub-Product: Credit card debt
Issue: Attempts to collect debt not owed
Sub-Issue: Debt is not yours
Full Complaint:
After a review of the documentated comments and a statement that was sent to me from USAA on my previous complaint XXXX, I have this dispute according to my files back on XXXX XXXX @ XXXX I spoke to a young lady XXXX XXXX reference to a {0.00} XXXX XXXX taken from my son ‘s card when she told me it was on overdraft charge I stated we did not want that card used for overdraft fee that it was my son ‘s emergency card and need for that purpose and his Dad ‘s name was on it as a co signer as he was trying to form some credit rating. Again after this conversation, another cash advance was taken for the same issue and I spoke to another representative XXXX about this, there is no way my husband could have approved using this card in this manner as he was out of state and did not have the card in his possession at that time. I feel that we are being taking advantage off and I’m sorry if someone didn’t do there job on that end but how is that our fault when we spoke to someone twice concerning this. I want another complaint sent to USAA so we can get this cleared up. Have a great day
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 25, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AE
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 rewards from credit card
Full Complaint:
XXXX and XXXX XXXX signed up for the USAA Cashback Rewards Plus XXXX XXXX Card that advertises 5 % cashback on the first {00.00} ON BASE, 2 % on supermarkets up to {00.00}, and 1 % all other purchases no limit.
We made 5 purchases all on base, and the first three cleared ( 2 x commissary and 1 x shopette ) and was not paid 5 %. In fact the shopette purchase appears to to have been paid 1 % and the two base commissary purchases at 2 % ( default for grocery ).
On XXXX XXXX, XXXX contacted USAA on chat and phone only to be told that the merchant code for the COMMISSARY that is clearly part of the transaction name is ” grocery ” and so they won’t honor 5 %.
On XXXX XXXX, XXXX contacted USAA on chat and asked for an example of a merchant code that WOULD qualify as an on base purchase and they said they can not provide.
I suspect that USAA knows there is NO merchant code that actually signals an on base purchase and thus they will NEVER pay the 5 % cash back up to {00.00} because the merchant codes are reported by the actual store.
Additionally, USAA is a military oriented company. The commissary, shopette, and exchange are common to EVERY military member and their families. If they are a company that requires military affiliation, but then can’t understand that almost ALL commissaries, shopettes, and exchanges are ON BASE then they are clearly roping service members in only to not uphold their end of the deal.
*Details of the program and links are included in the attachment
Complaint Tags: Servicemember
Response Type: Closed with monetary relief
Public Response:
Company believes complaint represents an opportunity for improvement to better serve consumers
Date of Complaint: June 26, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
Product: Checking or savings account
Sub-Product: Other banking product or service
Issue: Managing an account
Sub-Issue: Problem accessing account
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: June 26, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: IL
Product: Mortgage
Sub-Product: VA mortgage
Issue: Trouble during payment process
Full Complaint:
XXXX has refused to acknowledge my XXXX property tax exemption and is trying to charge me late fees, threatening to impair my credit, and not accepting the mortgage payments and placing my loan in default.
Complaint Tags: Older American, Servicemember
Response Type: Closed with explanation
Date of Complaint: June 26, 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 information 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 26, 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 information 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 26, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: SC
Product: Vehicle loan or lease
Sub-Product: Loan
Issue: Problems at the end of the loan or lease
Sub-Issue: Unable to receive car title or other problem after the loan is paid off
Full Complaint:
I spent almost 2 hours trying to pay in full my mothers car loan with USAA today XX/XX/19. First I talked to the estate department ( which by the way is useless, I can see their only goal is to collect money which I was trying to do but they would not take it ) then they had me on hold for 30 minutes to transfer me to the loan department. After being on hold for 30 minutes I hung up. Then I called the loan department. They put me on hold for 30 minutes to transfer me to the estate department. When I spoke to the estate department they told me I had to pay off the loan with the debt collector XXXX. This is where I have a real problem with this process. When I spoke to XXXX a few weeks ago they told me I would not get the title for 60 days. The estate department was sure to advise me that there is no coverage on the car unless I am using it for estate business. So USAA is holding me hostage with a car that I will have paid off and that I can not register and get insurance on and therefore can not drive, since I dont have a title. This is not fair and is not right. I had a car loan with USAA and when the loan was done I got my title in 2 weeks. I would think that when someone dies USAA would like to actually be helpful instead of a hinderance and then people would want to do more business with USAA since the process is easy.
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.