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 18, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TN
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Cashing a check
Full Complaint:
On XX/XX/XXXX, I my account was scammed and a check was put into my account. Through mobile app which my mother and I did not activate on her phone. Next thing we know the {0.00} deposit – a check was in the account and out using my debit card which was in my purse along with a purchase at XXXX. This came days after the news released a photo of 2 people that were going around using checks and debit cards around the area. I called the bank and let them know what was going on. They said it would be a fraud investigation and it would take 3 days. I let them know I was out of the country as well. My mom and I changed all our login information. a few days later the check came back I called to find out what was the outcome of the investigation. I was told that it was never put in and as of XX/XX/XXXX it would have to be done again. We were still in XXXX. So I called back Wednesday morning only to be told that it would be expedited. The supervisor also spoke about the fact that we were not offered another debit card. He then sent for another debit card and told me the claim would be expedited. Around midnight today I got an email about the investigation saying it was our fault. and we are responsible. I also received the documentation today XX/XX/18 regarding the mobile deposit. The deposit was a check in my mother ‘s name yet the signature did not match especially based on any deposits or documents previously signed by mother. I will be contacting the police again because I can now file a formal complaint because I have all the info the police and investigators need.
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 17, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: WA
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 18, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MI
Product: Checking or savings account
Sub-Product: Savings account
Issue: Opening an account
Sub-Issue: Didn’t receive terms that were advertised
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: July 18, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NY
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 18, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: DC
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Deposits and withdrawals
Full Complaint:
I was told one month ago that my debit card was to be deactivated following exposure to a breach at a retailer.
I was told they were sending a new card. It never arrived. I called in to the bank on three further occasions and was told on all of those occasions a new card would be issued. So far I have not received one.
Further, when I called the bank the last time, I was told that there was nothing wrong with my card and it would not be shut off.
2 days later, my card was shut off and since they do not have physical branches in my vicinity, I have been completely shut off from my accounts.
I do not have a way to pay for food, travel or anything else until this is resolved.
They have since offered to send me a new card in 3 business days, however I have prepaid for a vacation with my family in XXXX 1 day from now, and to attend a friends wedding, and stand to lose a significant amount of money as a result of the bank ‘s error.
I have asked repeatedly over the last few days to be connected with a manager and have been directed in circles between different people and departments and have not been able to speak to one.
I missed a full day of work trying to resolve this
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 18, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NC
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 18, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MD
Product: Mortgage
Sub-Product: Home equity loan or line of credit (HELOC)
Issue: Applying for a mortgage or refinancing an existing mortgage
Full Complaint:
Around XX/XX/XXXX my HELOC with USAA disappeared from my online banking account. I called USAA and they stated that they were working on rectifying this issue because bankruptcy laws have changed. I informed them that my Ch XXXX was discharged 10 years prior and I was never late on my HELOC. In fact, I had paid down approximately XXXX $ regardless of the fact that it was an interest-only loan. I did not receive any paperwork or any phone calls. I called the bankruptcy department many times and they could not give me any information. In fact, their answers to my question were quite cryptic. I did request a lien release and they put the work order in but said I would have to call back in 2-3 weeks to find out the results. This back and forth has been going on since my first phone call to them.
I have been attempting to refinance my property to a fixed rate and now I am held up by USAA because they refuse to release the lien. Again, when I called the bankruptcy department XX/XX/XXXX they could not give me any information except that the results of the last inquiry resulted in a refusal to release the lien. The person on the phone said she could not give me any further information because it has to be formally requested by another department. She could not even provide me with the account number. And, again, I have received no information about what is going on.
My credit report shows that the account is closed with a XXXX balance and no derogatory history. Yet USAA will not release the lien or give me any explanation for anything. This is 11 years after my CH XXXX. I was holding up my end of the bargain and was NEVER behind on my first or second mortgage. USAA never attempted to negotiate my term and closed my account without explanation. Again, it is not derogatory on my credit report. In fact, it shows a XXXX balance but they will not remove the lien and say I owe them money but no one can tell me anything further.
I have no documentation besides my credit report and the proof that they were on my schedule D for CH in XXXX. As previously stated, USAA has removed all evidence of the HELOC and has not provided us with any paperwork.
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 18, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AZ
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Deposits and withdrawals
Full Complaint:
On XX/XX/2019, two fake checks of XXXX dollars and XXXX dollars were deposited into my account through a mobile app. After these two checks were deposited, two XXXX transactions of XXXX dollars and XXXX dollars were sent through the mobile app as well, about 5 minutes after the checks were deposited.
When I called USAA bank, they told me the checks were found fraudulent, but I would be held responsible for the XXXX dollars sent through XXXX from the app. They told me the only thing I could do is submit a police report, upload it through the mobile site, and they would investigate.
Less than 24 hours after uploading the police report I submitted onto the website, I receive a document stating my claim was denied and I will still be held responsible.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: July 17, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
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 it acted appropriately as authorized by contract or law
Date of Complaint: July 18, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: None
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Banking errors
Complaint Tags: Servicemember
Response Type: Closed with non-monetary relief
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.