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 30, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: PA
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 monetary relief
Public Response:
Company believes complaint represents an opportunity for improvement to better serve consumers
Date of Complaint: January 30, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Debt collection
Sub-Product: Credit card debt
Issue: Took or threatened to take negative or legal action
Sub-Issue: Threatened or suggested your credit would be damaged
Response Type: Closed with explanation
Date of Complaint: January 30, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NV
Product: Debt collection
Sub-Product: Auto debt
Issue: Attempts to collect debt not owed
Sub-Issue: Debt was result of identity theft
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 30, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
Product: Vehicle loan or lease
Sub-Product: Loan
Issue: Problems at the end of the loan or lease
Sub-Issue: Problem related to refinancing
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 30, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
Product: Vehicle loan or lease
Sub-Product: Loan
Issue: Problems at the end of the loan or lease
Sub-Issue: Problem with paying off the loan
Full Complaint:
We had XXXX XXXX financed with USAA and insured by USAA. Car was totaled XX/XX/XXXX ( as it happens, by another USAA member ). Notifed ins co XXXX. Notified bank XX/XX/XXXX. Ins claim dragged on through inept behavior by USAA ‘s inhouse ins adjuster – not returning calls, not answering phone, in an attempt to play out the clock. They towed car to XXXX immediately, then back to XXXX XXXX, then back to XXXX ( 200 miles +/- ) I complained to CEO of USAA stating that the loan was not past due ( due on XXXX XXXX ) but would be soon if they didn’t DO THEIR JOBS. On XX/XX/XXXX, a woman named XXXX ( employee number XXXX ) called back saying she is from the CEO ‘s office. She was vicious. I explained that USAA HAS the vehicle and we’re waiting for their insurance company do do their JOBS and pay the claim. She said she didn’t care – we have to pay it anyway. I told her no There were ‘words ‘. I hung up on her, told her to stop communicating. She continued to call every other day after that. The insurance company notified me that they’d issued electronic credit to pay off the vehicle on XXXX XXXX. The calls kept coming anyway. USAA informed me that they hadn’t credited as of yet. They held the money for many days before showing it credited ( they backdated it to accomplish this ). This appears to be fraud. I have in my possession, a letter claiming we’re in default, dated XX/XX/XXXX, and a letter from USAA dated XXXX XXXX stating loan was paid in full. I have emails if you wish them, proving that they received funds on XX/XX/XXXX.
This is nothing short of mean-spirited harassment and refusal to work with a customer.
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 31, 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:
XX/XX/2020 XXXX with Ideninity Theft Dept USAA left a message saying USAA decided this was Not Ideninity Theft because in Ideninty Theft someone MUST OPEN AN ACCOUNT using your stolen data. I was Not aware I needed USAA PERMISSION OR CLEARANCE TO REPORT ID THEFT TO THE FTC.
( ** USAA HAD 2 YEARS TO INVESTIGATE FRAUD AND FAILED** ) Upon research FTC explains Ideninity Theft Thieves can Steal from your ( ** EXSISTING ACCOUNTS ( placing charges you did not make ** ) Or … open a new account Anytime your data has been used to place charges you did not make it is ID Theft Perhaps I have misunderstood the authorities if so Please Educate Me
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 31, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Debt collection
Sub-Product: I do not know
Issue: Attempts to collect debt not owed
Sub-Issue: Debt is not yours
Complaint Tags: Servicemember
Response Type: Closed with explanation
Date of Complaint: January 31, 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: Advertising and marketing, including promotional offers
Sub-Issue: Confusing or misleading advertising about the credit card
Full Complaint:
35 years I had trust in USAA The financial advise all set up as a trusted relationship My ex was XXXX XXXX XXXX and back then USAA was trusted NOT TODAY USAA has been fined millions Please answer USAA, Do fraud claims have claim numbers? Do disputes have claim # s Yes or No?
I have been told Disputes have claim # s fraud does not Please answer USAA, on the FRAUD claim letters attatched. with claim # XXXX IS THIS MY MEMBER NUMBER? Why do MY FRAUDS HAVE CLAIM NUMBERS? Why no resolve?
Why do the letters decieve saying no further action is needed? PRETENDING TO MEMBERS A STRONG TRUST THEY MUST HAVE IN USAA TO PURSUE THIS FRAUD CLAIM USAA says NO FURTHER ACTION NEEDED BY MEMBER Then turns fraud into duspute. For a year and a half I was decieved into believing USAA WOULD RESOLVE FRAUD. This is an Antitrust Issue of ** NO TRUST. ( USAA NEVER RESOLVED ANY FRAUD I REPORTED AND REPORTED FRAUD I DID NOT REPORT TO CREATE CREDIT REVERSALS ) USAA IS EXTREEMLY DISHONEST FOR EXCESSIVE PROFITS USAA BOASTS IN ZERO FRAUD LIABILITY and they provide No Protection for Frauds LEAVING CONSUMERS WITH MORE FRAUD LIABILITY ALL MERCHANT CREDITS AND ALL ADJUSTMENT PURCHASES turn into New Purchases a year later ADDING MORE FRAUD TO ACCOUNT I DID NOT PURCHASE USAA has changed all my fraud I REPORT into disputes and put fraud investigation adjustments I DID NOT report fraud Because Merchant credited the account. Adjustment Purchases do not apply as Permanet credits however, USAA CAN CLAIM TWO CREDITS for a credit reversals Please answer USAA HOW CAN YOU PUT CREDIT REVERSAL/ NEW PURCHASES ON ACCOUNT WHEN USAA CLAIMS NO FRAUD EVER OCCURRED?
Temporary credits/ Adjustment Purchases MUST BE MADE PERMANET TO APPLY USAA PROFITS FROM FRAUD with Credit Reversals Informing consumer NO FURTHER ACTION IS REQUIRED They never credit usaa credits to cover frauds
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 30, 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:
XX/XX/2020 Spoke to XXXX requesting resolve of fraud on my account After 45 mins she had to transfer me as she could not understand I explained to XXXX I HAD XXXX XXXX I COULD NOT HOLD PHONE MUCH LONGER WITHOUT THE PAIN FROM HOLDING PHONE CAUSING XXXX XXXX PLEASE I CAN NOT HOLD MUCH LONGER She treathened to send EMS to my home IF I DID NOT CONTINUE TO HOLD EVEN LONGER Please LOOK AT MY RED PAINFUL XXXX XXXX! ( * How cruel to require me to HOLD OR ELSE SUFFER CONSEQUENCES * ) THIS ON LINE BANKING ONLY GIVES ME NO ACCESS ON LINE EITHER XXXX PEOPLE HAVE RIGHTS MY CIVIL RIGHTS DENIED ALL OTHERS CAN GAIN ACCESS USAA has been telling me for 2 years they will correct Then they send me to collections WITHOUT GIVING ME ANY ACCESS ON LINE OR BY PHONE AND TGEY HAVE NOT RESOLVED FRAUD/ID THEFT ON MY ACCOUNT
Complaint Tags: Older American
Response Type: Closed with explanation
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.