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 16, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: PA
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: Card was charged for something you did not purchase with the card
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: July 15, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Checking or savings account
Sub-Product: Other banking product or service
Issue: Problem with a lender or other company charging your account
Sub-Issue: Transaction was not authorized
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: July 15, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA
Product: Checking or savings account
Sub-Product: Savings account
Issue: Managing an account
Sub-Issue: Fee problem
Response Type: Closed with monetary relief
Public Response:
Company believes complaint represents an opportunity for improvement to better serve consumers
Date of Complaint: July 15, 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:
on XX/XX/XXXX, me and my wifes, wallet and purse was stolen after we were done shopping, we reported to all of our banks, the missing cards and I have been working to get a new id, all of my other banks have returned funds and closed the associated cases as fraud did occur. USAA on the other hand decided that since our information was stolen that we should be liable for all the transactions. since I have filed the claim no one from USAA has spoken to me or my wife. I did call back on XX/XX/XXXX after receiving the denial letter and was told that someone from the claims department would contact me back.I did ask for a second review and still have not heard anything back from them. at this point I have attempted to escalate and they still have denied me. I need someone to review USAA policies and procedures for fraud as this is no way to treat a veteran, and it appears by other reviews on the internet they do the same thing to other vets.
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 15, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
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
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: July 15, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: OH
Product: Vehicle loan or lease
Sub-Product: Loan
Issue: Getting a loan or lease
Sub-Issue: Problem with signing the paperwork
Full Complaint:
I bought a car from the dealership. They never sent the registration and titling to the DMV.
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 15, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: WI
Product: Mortgage
Sub-Product: VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage
Full Complaint:
I was supposed to get my disbursement funds on XX/XX/2019, according to the contracted paperwork signed by everyone involved. As of close of business XX/XX/2019 I had not received my disbursement funds to my bank account via wire transfer. Friday afternoon I did call XXXX XXXX? and USAA and My Bank to find out where my funds were at? They all blamed each other. XXXX XXXX had my money, but blamed USAA for the late delivery, USAA blamed XXXX XXXX because they had the money, XXXX XXXX blamed XXXX Bank because they had ” special needs ” wire transfer. I vocallay argued with USAA the fact that XXXX XXXX wanted to hold my funds for the weekend and this should be illegal. They said it is, but I told them, ” I bet you I don’t see my funds until Monday morning because they want the interest off the of it ” and that’s exactly what happened. Monday morning boom … there is my cash in my account. Magic. Also … the lack of information from USAA to the consumer are astounding. I still have to idea about my escrow accounts. One of the loan officers I dealt with stated that I did not pay closing costs, they were rolled into the refinance. That means I am paying for them. I’m at a loss right now with USAA/XXXX XXXX and whoever else was involved …
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 13, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: IL
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Deposits and withdrawals
Full Complaint:
I deposited my check on Thursday XX/XX/2019. They then told me that it won’t be available for 7 days. They then locked me out of my account claming ” suspicious activity ”. I called them on Saturday XX/XX/2019 and they said it was because my daily balance is too low and the bank could do nothing to release the funds or help me, essentially saying I’m too poor to access my funds immediately. I explained to them that I live paycheck to paycheck right now and that I need the money to pay for food, gas, and bills. I’ve had a couple day hold before, but never a full week. Usually it’s available immediately. Their hold seems unreasonable and perhaps unlawful.
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 13, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: OH
Product: Money transfer, virtual currency, or money service
Sub-Product: Mobile or digital wallet
Issue: Fraud or scam
Full Complaint:
USAA partners with XXXX, an instant money transfer service. XXXX is advertised as being the safest way to transfer money because it is linked directly to your bank. However, it is a known danger as it is specifically requested by scam artists due to the speed and lack of protections from XXXX or the bank.
I was a victim of a scam to buy tickets, and {0.00} was transferred to a scam artist on XX/XX/2019, via XXXX on my USAA mobile app. It was requested by the scammer, and I was unfamiliar with XXXX but knew it was touted to be safe because it went through USAA.
As soon as the transfer was completed, the scam artist turned the phone number off so it was no longer in service. I immediately called USAA and was told there are no protections and there is not a way to cancel the transfer.
I filed a dispute on XX/XX/2019, with USAA and was told quote ” 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. ” After spending close to six hours on the phone with USAA this week, I was told I signed up with XXXX with fine print that said not to send money to people I did not know. I have decided to leave a bank I’ve had for years because of the trust I put in the bank to provide safe services via their mobile app.
I am filing this complaint because I feel consumers need to be made more aware of the ease in which scam artists are using XXXX. There is a false sense of security when you use your bank ‘s mobile app to enroll and use XXXX, and scammers know this. USAA even said they know it is a problem and have ” made their members aware via a FAQ on their website. ” This is not enough. I believe banks that make XXXX available should send a physical letter letting them know the dangers associated with this service, especially since it is known by them to be an issue.
I am very disappointed in the lack of protections offered by banks when their customers use XXXX because of the false sense of security. If you can not trust your bank to protect you, then who can you trust? Maybe I should ask the scammer when I also ask him for my money back …
I do not have any documents to upload because USAA refused to comply with my request for the documents. We’ve asked for the documentation used to deny my dispute as well as the terms and conditions I agreed to when signing up with XXXX. However, they refused to do so each time, despite the statement in my denial of dispute email that stated : ” If you have questions or would like to request copies of the documentation or information we used to make this decision, please call us … ” Therefore, I have nothing to attach, unfortunately.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: July 13, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Checking or savings account
Sub-Product: Savings 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
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.