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: August 7, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: PA
Product: Mortgage
Sub-Product: VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: August 7, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NC
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
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: August 7, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: HI
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
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: August 7, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: ID
Product: Checking or savings account
Sub-Product: Savings account
Issue: Managing an account
Sub-Issue: Cashing a check
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: August 6, 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:
On XX/XX/XXXX, my husband deposited two checks into a joint account we have togther, one was overage from a title company and one personal check. Both checks were held for review ( not out of the ordinary ) so we waited. On XX/XX/XXXX, my husband tried to login to our bank account and gets a notification that the account has been frozen, not allowing us to withdraw funds. He called USAA to find out what the matter is and he is told the checks were being held for review and that the process takes 3 days and to wait till Monday for it to clear. He call Monday XX/XX/XXXX, account is still frozen, told to just wait longer. I also called, and they would not give me any information about how long we would be without funds and said that it was with the fraud department. Call XX/XX/XXXX, told to just wait longer. Keep in mind, the two checks aren’t the only funds being held, it’s all of his funds. Why is all of my funds being frozen if they were investigating the checks? Also, if they were investigating, why didn’t they contact me? Why did I have to contact them to find out this information? Still awaiting resolution to this, and as of right now, we don’t have any ability to take out money from my bank. They have given us no information as to what can be done to resolve this, and on top of that they keep saying they are investigating ” attempted fraud ” which is downright insulting that they would automatically assume my husband was committing fraud, before a full investigation.
My wife and I have been taking turns calling up USAA to get our account unfrozen. I doubt this will hasten the account to be unfrozen but it is cathartic to vent. Although both checks have cleared into our account, we are unable to access $ XXXX of our own money!
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: August 7, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NJ
Product: Checking or savings account
Sub-Product: Checking account
Issue: Closing an account
Sub-Issue: Funds not received from closed account
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: August 6, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
Product: Payday loan, title loan, or personal loan
Sub-Product: Installment loan
Issue: Problem when making payments
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: August 6, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
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: August 6, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AL
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: August 6, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA
Product: Checking or savings account
Sub-Product: Other banking product or service
Issue: Managing an account
Sub-Issue: Problem making or receiving payments
Full Complaint:
I have communicated with USAA in writing and by telephone for almost two years regarding USAA Bill Pay. All of my complaints have been met with sympathy and promises to ” look into the situation ”. All of my correspondence, phone calls, and faxes to USAA have been kept. Yesterday, I notified USAA that for the second month in a row, my payment to XXXX XXXX did not arrive. XX/XX/XXXX payment was never received by XXXX and to date, XX/XX/XXXX payment has not been received. Payment was due on XX/XX/XXXX. The USAA representative I spoke with said that XXXX payments were being sent electronically however for the last two months a decision was to make payments to XXXX by check. USAAs policy reads, Payments are issued electronically when possible, which takes 1 to 2 business days to process. For billers that don’t accept electronic payments, a paper check is mailed through the U.S. Postal Service, which takes about four days for delivery. XXXX continues to accept electronic payments, so why would USAA decide to mail checks in lieu of electronic payments when their policy states otherwise? The USAA representative initially said that XXXX was to blame suggesting they take longer to process checks once received. He is incorrect. XXXX processes payments on the same day the payments are received. The USAA representative also told me that USAA does not reimburse customers for the late fees they incur. Clearly, USAAs policy states otherwise. If the payment doesn’t post on time, we’ll cover up to {.00} in late fees, penalties or related finance charges. Over the course of two years, I incurred more than {.00} in late fees and interest. Therefore, I expect USAA to comply with their written policy and reimburse me no less than {.00}.
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.