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: September 12, 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: Problem accessing account
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: September 10, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
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:
The week of XX/XX/XXXX i phoned USAA to ask what was the best way to set up a Bill Pay and have a live checked mailed to the USAA Branch for deposit into another USAA Members Bank Account. The representative advised me to make the payment payable to USAA Federal Savings Bank with the address of XXXX XXXX XXXX XXXX XXXX, TX XXXX, which i did. On Friday XX/XX/XXXX I scheduled a Bill Pay of {0.00} to this Members account for deposit, which was, by no fault of mine, sent to the wrong line of business within USAA, This money was sent to USAA Property and Casualty electronically, instead of being sent to USAA Federal Savings Bank in check form as i put on the Bill Pay Instructions and now these funds are lost. I called Saturday XX/XX/XXXX and explained all this and the representative started a dispute, my account has yet to be credited. This was not my error and I should not be suffering and out {0.00} while USAA researches their mistake! As of XX/XX/XXXX, I still have yet to hear anything so, I submitted a second dispute on USAA.Com and called after and spoke to a supervisor named XXXX at ext XXXX who assured me I would receive a temp credit while the dispute is processed and i would received that within the next day or two and it is now 3 days later and I still do not have a credit on my account. I have been calling XXXX for the last 2 days and have not received a call back from her.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: September 11, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-Issue: Problem with fees
Full Complaint:
I have been with USAA ( United Services Automobile Association ) for years and after I filed a complaint with the Credit Bureaus about Equal Credit Opportunity Act ( ECOA ), algorithm issues with regard to my credit scores, Fair Credit Billing Act ( FCBA ) – a lot of my creditors started to change my terms and conditions. There have been an unexpected increase in interest rate, was charged too much interest with USAA surprisingly. I have $ XXXX minimum payments which is unreasonable and I requested for an installment loan to pay the debt of faster – get the credit card back on track and was denied – there is inflexibility. It is a USAA rewards XXXX XXXX so I am not sure if XXXX XXXX is influencing USAAs decisions.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: September 11, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: WA
Product: Money transfer, virtual currency, or money service
Sub-Product: Traveler’s check or cashier’s check
Issue: Lost or stolen check
Full Complaint:
I ordered a cashier ‘s check on USAA mobile app on XX/XX/XXXX for XXXX $ and requested it be mailed to XXXX XXXX XXXX XXXX XXXX XXXX MO. USAA mailed XXXX $ check in a USPS 3 day priority envelope only insurable to XXXX $ to XXXX XXXX XXXX instead. The envelope was delivered on XX/XX/XXXX and has not been cashed yet per my inquiry today. USAA refused to admit fault! I am in horrible financial strain now due to their negligence. Tracking # 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: September 12, 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: Cashing a check
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: September 12, 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: September 10, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CO
Product: Checking or savings account
Sub-Product: Savings account
Issue: Managing an account
Sub-Issue: Problem accessing account
Full Complaint:
Approximately 20 years ago, my parents opened a Custodial Savings account with USAA in my name with my father as custodian.
Approximately 10-12 years ago, as a young adult, I accessed my own USAA banking account and said savings account was associated with it. I was able to see balances and transfer money in and out of it under my own authority. I have continued to use this account without issue since that time.
Today, I noticed that this account ( with {0.00} ) was no longer appearing. USAA did not warn me this would happen. USAA did not notify after it had happened as to why. I had to call to find out what had happened to my money.
They informed me that it was an error on their part – that I should have never been able to view the account and that said error had been corrected ( 10 years later ). What about the money in it? The custodian would be responsible for making me whole. And by the by, they were oh so sorry it took ten years to notice this and that that we didn’t warn you before or notify you after that we had fixed our mistake that very much affects you.
Despite my ability to see and use the account be a mistake, apparently none of the transactions I initiated through it are fraudulent or due to be reversed. This seems like a load of corporate CYA that I would love to have satisfactorily explained to me.
Further, I was relying on money in this savings account to top off my checking account to cover an auto transaction that has posted but is pending. Obviously I may no longer be able to clear this transaction through my checking account because I – without warning – can’t access the money in my savings account. The representative implied that the best solution would be to have the custodian transfer the money back to me – which may or may not happen in time. He would not commit to USAA eating any fees associated with a possible overdraft.
I have been led to believe that this was a systemic error – mine was not the only account impacted. I am fortunate in that the custodian is still living and I maintain a good relationship with him. USAA seems to have had no contingency for situations in which the account holder and user can not contact the custodian.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes complaint represents an opportunity for improvement to better serve consumers
Date of Complaint: September 11, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: WA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-Product: Credit reporting
Issue: Credit monitoring or identity theft protection services
Sub-Issue: Billing dispute for services
Full Complaint:
On XX/XX/2019, I received a letter from XXXX XXXX XXXX, Assistant Vice President, Member Debt Solutions, USAA Federal Savings Bank that my account was past due. I immediately contacted USAA Federal Savings Bank. I had spoke to 3 different customer representatives. First of all, XXXX informed me that USAA placed a fraud on my credit card for XXXX payment which caused me to affect my credit scores. Secondly, I then contacted USAA, and talked to XXXX and she confirmed that the funds were released and apologies. That, the bank had the funds which was supposed to pay for the credit card payment. Thirdly, I then talked to XXXX from USAA banking department and she informed me that the XXXX payment was received. On XX/XX/2019, USAA reported my account to the credit bureau which NEGATIVELY affected our credit scores. While my daughter reported to USAA of a fraud on one of her accounts. She had to wait for USAA to reimburse her account. The credit card which she was making payments via online on a monthly basis for the month of XXXX and XXXX was stopped by XXXX XXXX due to the fraud probably at a gas tank reported by our daughter. USAA charged 2 payments in the amount of {0.00} on XX/XX/XXXX. USAA returned one payment on XX/XX/XXXX and XX/XX/XXXX. I had received a letter that a payment was not made. So I contacted XXXX XXXX, and was informed by the banker that payments were stopped due to reporting of the fraud coming from USAA. Subsequently, USAA kept informing me that payments were not made so my daughter made payments that were charged on XX/XX/XXXX and XX/XX/XXXX. My wife contacted USAA to inform XXXX that a payment plan in the amount of {0.00} was arranged on a monthly basis. XXXX was not cooperative and inconsiderate in satisfying the customers need as she had mentioned that is the reality a payment not made. I informed her that payments made twice on XX/XX/XXXX, and that one of the XXXX payment should be applied to XXXX. But, she said I couldn’t do that. XXXX XXXX stopped payments coming from USAA including the credit card that was being paid in good faith. Currently, the new balance is {0.00}. I am a XXXX veteran, retired, and in a fixed income.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: September 12, 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 using a debit or ATM card
Full Complaint:
I was on vacation for the weekend when my phone was stolen along with my wallet which contained my debit and credit card on XX/XX/2019. At the time, I was unaware that the items had been stolen until a few hours later. Upon realizing the items had been stolen, I logged on to XXXX and discovered the thief used my phone to transfer {00.00} dollars from my savings to my checking and withdrew in increments of {0.00} seven times for a total of {00.00}. The thief also cash advanced off of my credit card for {0.00}. The unlock code for my phone screen was the same as the four digit number to access my mobile banking on my phone which apparently was used for the transfer. The same four numbers were also the PIN for my debit card. If the thief had one code they had them all and were able to freely operate my account. I immediately called USAA to report the fraud after discovering this on XXXX. I then visited the local Police Department and filed a report. USAA opened an investigation in to the fraud and sent me an email saying they determined the transactions were not fraudulent. I believe that the reason for determining the transactions were not fraudulent was that the thief had access to my mobile banking as well and could have accepted the security messages that were sent regarding suspicious activity during the time of the transactions.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: September 11, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Struggling to pay mortgage
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.