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: July 8, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: OH
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
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes complaint is the result of an isolated error
Date of Complaint: July 6, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MA
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:
Made payment and company still reporting as delinquent. Made payment XX/XX/XXXX files wrong information XX/XX/XXXX needs to be fixed asap
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: July 5, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-Product: Credit reporting
Issue: Incorrect information on your report
Sub-Issue: Public record information inaccurate
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: July 6, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA
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/2019, I received a XXXX Payment of {0.00} from XXXX. Funds were instant and all was well until XX/XX/2019. There was an unrecognized charge of {0.00} labeled as Misc Debit. I assumed this was a XXXX payment reversal so I contacted USAA to fill out a research form to provide me more information it as there was no information on the charge.
I let time pass and I accepted my loss and had moved on, however recently I wanted to understand what the charge was for so I contacted USAA on XX/XX/2019 and started a call with them at XXXX XXXX EST. The rep was very kind and assisted me in getting senior specialists to assist in determining what the cause of the charge was. They spoke with their executive big boys/gals and they stated that they were not able to determine the cause of the payment debit other than related to a transfer. They stated if it had been a XXXX reversal it would be stated as XXXX reversal. Informed that in order to look into it further I would have to get a court-order subpoena to have execs provide internal information as to why my account was debited {0.00}.
So here ‘s the bottom line, USAA admitted that it was not a XXXX payment reversal. Stated that there were no disputes received in regards to the XXXX payment of {0.00} and that they’re unable to provide any further information as to why my account was debited {0.00}. I do not wish to classify this as an unauthorized charge, but I would allege that it is until USAA is willing to provide accurate information. I trusted USAA to protect my assets and at the drop of a hat {0.00} poofs and 0 explanation can be given.
USAA is a great company overall when it comes to my banking needs and would not choose another bank, but the future looks grim if they lose track of their customer ‘s finances.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: July 6, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: IN
Product: Checking or savings account
Sub-Product: Checking account
Issue: Opening an account
Sub-Issue: Unable to open an account
Full Complaint:
I have been trying for over a month with my wife to open an account for our son with XXXX XXXX so that his SSI checks can be deposited.
We have submitted information, personal information, such as the award letter and an application with no phone call from the department only an email asking for information like where my son works ( he is XXXX! ).
We have called multiple times and also tried online chat but no one can give us answers. We provided the information needed and they are asking things like where we want the account funded from, we have several accounts with USAA and our HOI and Auto Ins as well as life and a personal insurance policy, I mean we are not known to USAA?? Or valued enough for someone to pick up the phone?
We are told that the department that handles representative payee checking accounts does not ” take calls ” but the department who is trying to figure out the issues can not see our documents we sent.
How do we do business like this???????????????
Its not acceptable or fair to our son ( XXXX XXXX XXXX ) to be treated this way.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: July 4, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Deposits and withdrawals
Full Complaint:
I opened a checking account 2 weeks ago. I have been a member of USAA for 12 years, prior. A few days later, I transferred over my savings from an external bank account that I was closing out ( because I am moving to another city and they don’t have regional branches ). My account was frozen after the deposit, and put ” under review ”. A week later they unfroze my account, but will not let me withdraw my money or use my debit card. They have disabled the debit card they sent me. They will not send me a new one.
Nobody I talk to in customer service can help me. Nobody knows why my account keeps getting frozen. I talked to an Executive Member Resolution team member, and she hanged up on me. She claimed to be a supervisor, but had no access to fix my account.
USAA has frozen my account again! This is the second time in 2 weeks. USAA is now my only bank account. All of my money is in their checking account.
I have not eaten in 2 days. I am afraid I will die due to lack of food. I have called their bank multiple times. The lower tier agents just tell me that the account is ” under review ” and are unable to help. It has been under review for weeks.
I am a XXXX veteran at risk of dying due to lack of food. I have not eaten in 2 days. I am afraid they will take my next payroll deposit, but not give me access to the funds. I am scared for my life. I can not change the payroll deposit because it’s to late to reroute the money. I don’t want to die.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: July 5, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NM
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 balance transfer
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: July 8, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MN
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Deposits and withdrawals
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: July 8, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: DC
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers
Sub-Issue: Didn’t receive advertised or promotional terms
Full Complaint:
We are USAA customer and have all of our financial life with USAA. We received a promotional offer on our credit card for 0 % APR on our card for balance transfer. We called USAA to ask about the term and conditions and were told that we had to get a convenience check for us to do such a large balance transfer ( {000.00} ) we ordered the checks on XX/XX/XXXX and did not received them until XX/XX/XXXX. We called to initiate the balance transfer at which point XXXX from the Executive Resolution team told us ” oh well tough luck. The promotion is expired and I know you got the checks late, but it is your fault! ” how is it my fault that USAA took on months to send the checks? We were promised by USAA on XX/XX/XXXX that so long that the request for checks was initiated before XX/XX/XXXX that we will be able to take advantage of the promotion which we did as we were told. XXXX decided to go against the offer, rules and regulations and said that she answers to no one that she is the decision maker, and her word is final.
Please help, Thank you, v/r, XXXX XXXX
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: July 6, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MA
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:
Made payment and company still reporting as delinquent. Made payment XX/XX/XXXX files wrong information XX/XX/XXXX needs to be fixed asap
Complaint Tags: Servicemember
Response Type: Closed with explanation
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.