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 20, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: OK
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
Date of Complaint: September 20, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: None
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-Product: Credit reporting
Issue: Incorrect information on your report
Sub-Issue: Information belongs to someone else
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: September 20, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-Issue: Problem during payment process
Complaint Tags: Older American, Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: September 20, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NY
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Problem using a debit or ATM card
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: September 20, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: WA
Product: Vehicle loan or lease
Sub-Product: Loan
Issue: Managing the loan or lease
Sub-Issue: Billing problem
Full Complaint:
Online access is restricted upon checking USAA claiming I have filed too many complaints and the company is exercising its right to terminate the relationship with me.
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 20, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CO
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
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: September 19, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: HI
Product: Mortgage
Sub-Product: VA mortgage
Issue: Closing on a mortgage
Full Complaint:
Aloha, I have called USAA four times since XX/XX/2019 all relating to an inquiry for all digital copies of complete mortgage loan documents executed by USAA for my records and easy reference. My call on XX/XX/XXXX eventually escalated to the Office of the CEO for unknown reasons, and multiple people from that department have subsequently reached out to better understand what I need and more specifically wanted to know why I needed them ( latest call received XX/XX/XXXX from USAA Office of the CEO ). Again, I clearly restated my requested, confirmed addresses in question and asked when I could expect my request to be fulfilled. I was told it would be researched and they would get back to me.
After a week of not hearing anything, I called in today XX/XX/XXXX to inquire about my documentation. I spoke to an XXXX ID # XXXX in The Office of The CEO, who ultimately stated that my case was still being researched ; and when asked who was working my file, what notes were reflected in the system, and the chain of people who have been handling my case thus far, I was told varying reasons from her on her ability not disclose said information to USAA needing to ” protect my account ” by not disclosing that information to her inability to see any specific notes or persons working the case.
So I’m to gatherThe Office of The CEO, who in part, handles grievances, conducts research and resolves complaints is incapable of tracking their own research or worse they are preventing consumers the access to their records in a timely and transparent fashion, which raises even more red flags. There is no reason why a simple request made on XX/XX/2019 should be this complicated, frustrating, and lengthly.
I need assistance looking into this matter as soon as possible. Thank you.
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 20, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MD
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Problem accessing account
Full Complaint:
I have been with USAA for several years. I recently switched my banking over to USAA. For weeks they have asked for documentation and ID. All of which I supplied multiple times. On the XXXX without any notice other than the same email I have responded to they froze my checking and savings accounts. I did not get one phone call to my cell or home. I do not have 1 voicemail from USAA. I do not have a USAA number in a blocked list or anything. I called them, supplied the documents again that they wanted. Called back instantly to make sure those were received. USAA has had everything they need for the last 3 days and yet after more than 9 calls and escalations my accounts remain frozen. I can not get my medications or food or pay bills. My bills are being returned and Im getting fees and USAA says I have to wait for the back office to release the hold and the only way they can communicate with this back office is via email. I have been paying my insurance bills for years and not one issue with identity as long as they are taking your money. I have even had my father who is next of kin supply documents and his XXXX and license and still here I sit going into day four with no access to my checking or savings accounts because I was just told I have to wait till the back office gets to me because Im not next in line. I would understand if there was something going on but there isnt and they have what they need and basically I have to wait until USAA decides I can have access back to my own money! I was told they do this to everyone and if I had known that then I would of never ever switched banks to USAA. I have called everyday explaining the urgency in me seeing my dr for my XXXX meds and I had to reschedule 3 times costing me {.00} that I cant pay right now either. Once they got what they asked for my accounts should of been unfrozen immediately. Im not a new customer I have been one for like 10 years. They need to stop doing this to people without making sure they have made contact with someone. A call and voicemails would of been nice to my house and cell none of wish I can locate and I have searched all call history extensively. They send an email to an app I may not login to that day and its not specific either. Its the same one theyve sent over and over. I need access to my account immediately. I need food and to pay bills. Im racking up fees and late fees. Is USAA going to pay the {.00} to XXXX dr or late fees to cap one or anyone else? I shouldnt be waiting 4 days to access my funds.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: September 19, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: IA
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Problem using a debit or ATM card
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: September 20, 2019
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MN
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
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
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.