Compiled from Public Data by FairShake
The US government’s Consumer Financial Protection Bureau (CFPB) collects complaints against financial companies.
In 2020, the CFPB received 1592 complaints against USAA. USAA ranked Number 27 among all financial companies for the most complaints.
Date of Complaint: January 6, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: OK
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Funds not handled or disbursed as instructed
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: January 3, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
Product: Money transfer, virtual currency, or money service
Sub-Product: Domestic (US) money transfer
Issue: Fraud or scam
Complaint Tags: Older American, Servicemember
Response Type: Closed with explanation
Date of Complaint: January 5, 2020
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 with a purchase shown on your statement
Sub-Issue: Credit card company isn’t resolving a dispute about a purchase on your statement
Full Complaint:
XX/XX/19 Statement New purchases Summary Account Activity {.00}, XXXX ref # begin with ( F ) are NOT NEW PURCHASES {0.00} New purchases are without the ( F ) ref # There are {.00}, XXXX UNEXPLAINED NEW PURCHASES that are not new purchases that do Not give Accurate Purchase Date or any Merchants Name of who placed purchases of {00.00} on my card I KNOW DID NOT
Complaint Tags: Older American
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: January 6, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Problem using a debit or ATM card
Full Complaint:
Regarding USAA Federal Savings Bank I received a call from USAA ( representative sounded female ) on XXXX XXXX, XX/XX/2019 at XXXX PST. The rep told me that my checking account has been locked due to fraudulent activity. I asked her what the activity was and she stated that she did not have access to that information and that I would need to call back after XXXX during normal business hours to get more information and unlock it.
I called back on Thursday morning XX/XX/2019. I was told by the rep that I needed to change my PIN. I did this.
I logged in to my account to find that my account had been thoroughly wiped out and used as a platform for fraudulent deposits ( about $ 39k ) and subsequent purchases ( $ 50k in debits ). There were at least 50 transactions processed in the window of time when the bank was closed. I had nothing to do with any of these and immediately called USAA back. The reps claimed I called USAA to have funds release and that I claimed they were valid. I made no such calls and have sent my XXXX phone bill to prove the calls did not come from my number. Someone fabricated this or spoofed (? is that the term? ) my phone number.
I have now come to realize that one of the biggest challenges in dealing with an issue at USAA is that there is no ability to communicate seamlessly about an issue with a single person or entity. Every communication begins brand new and as a ” member ”, I must completely start at the beginning every single time I call in. I can not reference a ” case number ” or issue id. Furthermore, I have come to understand that the representative ‘s NOTES concerning the phone calls we have can be completely fabricated. I discovered this today in speaking to the 15th ( + or – a couple ) representative who informed me that he sees a note on my record from the evening of XX/XX/XXXX that reads ” Member called in and claims all charges are valid ”. This is false. I was under the impression that calls were recorded but apparently this is not the case either. I am at the mercy of their ” notes ” that can be written to their benefit or to hide something they have done.
I have submitted complaints to USAA as well as logged a police report. If identified through the police detective work, I will press charges against the criminals who used a debit card that was linked to my checking account.
I need consumer protection help because my money was mismanaged by the very bank I trusted to safeguard it. I believe there were internal forces at work here to enable such a well planned gutting of my account.
Attached are the fraudulent transactions, my XXXX phone log, one written complaint uploaded to the USAA portal and the Police Report.
Complaint Tags: Servicemember
Response Type: Closed with monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: January 4, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: IN
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-Issue: Privacy issues
Response Type: Closed with explanation
Date of Complaint: January 3, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage
Full Complaint:
inquired USAA team regarding refinancing and understanding the current interest rate offering. After getting into the call, the Loan Officer said they could lock me into a 3.5 % APR rate if I started today. There was an initial fee of {0.00} appraisal fee upfront. Following the appraisal fee and appraisal, the USAA team increased the interest rate to 3.625 % ( the change was just done in paperwork and not verbally discussed ) and have dragged the processes along to where they now want an additional {0.00} to extend the changed interest rate an additional 15 days to complete the process. I had reached out to the USAA team on several occasions after not hearing any status for periods of 10 days. The delay and lack of communicating the process/timeline and next steps falls on them. I have since talked with the loan officer, who has said it the interest rate increased because the appraisal came back lower. There was never a conversation that the interest rate could change and the loan office had stated when I started these processes that I was ” Locked in at 3.5 % ”. The Manager of the Loan officer has left me a voice mail stating that there was no concern during the initial processing of my refinance because they work off the value I provide for the home. The appraisal was set up by the USAA team. It contradicts popular site such as XXXX. Had there been any communication or indicate that the 3.5 % interest rate was not locked in and what it was based on, I would have continued to hold off on refinancing.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: January 4, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NV
Product: Payday loan, title loan, or personal loan
Sub-Product: Personal line of credit
Issue: Incorrect information on your report
Sub-Issue: Account status incorrect
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: January 3, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CT
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
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: January 3, 2020
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: Problem with a credit reporting company’s investigation into an existing problem
Sub-Issue: Their investigation did not fix an error on your report
Full Complaint:
This particular account situation that is lately filing on my own credit document has a seriously unfavorable relation to my personal ability to obtain a present loan application. I highly recommend you generate verification that Credit Union has been reported completely in accordance with the Fair Credit Reporting Act regulations, it’s really a serious problem to misreport. More confirmation of the aforesaid item too. My proper request must over, I was never 30 days/60 days/120 days late in any of my payments and I’m not greatly tuned in to the date opened so I prefer to ask you be investigated as soon as possible and confirmed to be correct. Thanks!
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: January 4, 2020
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 with a purchase shown on your statement
Sub-Issue: Card was charged for something you did not purchase with the card
Full Complaint:
XXXX XXXX Mail. Sent USAA XXXX XXXX XXXX XXXX XXXX XXXX TX XXXX ( XXXX ) signed XX/XX/2019 *DOCUMENTATION REQUESTED NEVER PROVIDED Requested a ) Dates of ALL chargebacks with Amounts b ) Merchants Names c ) Accurated Dates of purchases d ) Dates PERMANET USAA CREDITS APPLIED TO BALANCE e ) Dates MERCHANT CREDITS APPLIED Also 1 ) List of ALL ADJUSTMENT PURCHASES AND DATES THEY BECAME PERMANET CREDITS APPLIED TO BALANCE 2 ) DATES THESE ADJUSTMENT PURCHASES * BECAME NEW PURCHASES ON BALANCE PROVIDE DOCUMENTATION WHO AND WHEN FRAUD INVESTIGATIONS BEGAN AND WHY
Complaint Tags: Older American
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.