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 8, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AL
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: January 9, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: WI
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:
I received a letter in the U S Mail which offered a {0.00} credit with a new card application after spending {0.00} in the first 90 days. The letter offers application by phone or online. When attempting to make the application on line no terms were offered which included the {0.00} credit. After attempting to make the application by telephone I was told that a cell phone was needed to proceed with the application. The agent stated that there are hundreds of offers available but would not confirm the one mailed to 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: January 7, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
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
Full Complaint:
This message is to Follow Up on Complaint ID : XXXX with USAA Savings Bank.
I appreciate receiving a call from XXXX XXXX and XXXX XXXX regarding this ID Theft matter. I have explained the scenario to them verbally and they have agreed to remove the account XXXX for {00.00} from my XXXX credit report, as this is the only bureau still reporting this account.
I reviewed my report and came to find out that they removed the incorrect USAA Savings Account from my XXXX report. The account XXXX was removed instead of XXXX ( the fraudulent account ). The account XXXX is my account and I have not disputed this account. This is legitimate. It’s the account XXXX that was activated without my authorization.
I have been attempting to contact XXXX at ( XXXX ) XXXX, left VM messages as well, however no response as of yet. I understand that it may be the holidays. If this is the not case, please fix my account as soon as possible so I can move forward from this.
Thank you.
Response Type: Closed with non-monetary relief
Public Response:
Company believes complaint is the result of an isolated error
Date of Complaint: January 7, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: ID
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-Product: Credit reporting
Issue: Incorrect information on your report
Sub-Issue: Account status incorrect
Full Complaint:
USAA Federal Savings Bank is once again reporting my account in error.
USAA shows the account last PAYMENT was made on XX/XX/XXXX yet the account was CLOSED on XX/XX/XXXX. How could I have made a payment on a CLOSED account?
These dates are wrong and according to the FCRA, they must delete any information on my credit report that is incorrect.
Once again, USAA is harassing me and my financial life by prolonging derogatory credit reporting to pay me back. They have intimidated me in the past and had little compassion for me as a military service member. Over the years, these dates have shifted numerous times and its all to take advantage and bully me. Please ask USAA to send you a paper trail of all these date changes then please fine them.
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 8, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NY
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-Product: Credit reporting
Issue: Incorrect information on your report
Sub-Issue: Old information reappears or never goes away
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 8, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NJ
Product: Checking or savings account
Sub-Product: Checking account
Issue: Closing an account
Sub-Issue: Can’t close your account
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: January 8, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NY
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Banking errors
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 7, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-Product: Credit reporting
Issue: Incorrect information on your report
Sub-Issue: Old information reappears or never goes away
Full Complaint:
This account is more than 7 years old but has not been deleted from credit report. Account is also closed but continues to have over XXXX charge – offs which is against FTC regulations to report.
1. USAA SAVINGS BANK {00.00} Paid, closed XXXX charge-offs Account number XXXX Account status Closed Date opened XX/XX/XXXX 2. XXXX XXXX DELAWARE {
Date of Complaint: January 8, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AL
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: January 9, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: WI
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:
I received a letter in the U S Mail which offered a {0.00} credit with a new card application after spending {0.00} in the first 90 days. The letter offers application by phone or online. When attempting to make the application on line no terms were offered which included the {0.00} credit. After attempting to make the application by telephone I was told that a cell phone was needed to proceed with the application. The agent stated that there are hundreds of offers available but would not confirm the one mailed to 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: January 7, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
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
Full Complaint:
This message is to Follow Up on Complaint ID : XXXX with USAA Savings Bank.
I appreciate receiving a call from XXXX XXXX and XXXX XXXX regarding this ID Theft matter. I have explained the scenario to them verbally and they have agreed to remove the account XXXX for {00.00} from my XXXX credit report, as this is the only bureau still reporting this account.
I reviewed my report and came to find out that they removed the incorrect USAA Savings Account from my XXXX report. The account XXXX was removed instead of XXXX ( the fraudulent account ). The account XXXX is my account and I have not disputed this account. This is legitimate. It's the account XXXX that was activated without my authorization.
I have been attempting to contact XXXX at ( XXXX ) XXXX, left VM messages as well, however no response as of yet. I understand that it may be the holidays. If this is the not case, please fix my account as soon as possible so I can move forward from this.
Thank you.
Response Type: Closed with non-monetary relief
Public Response:
Company believes complaint is the result of an isolated error
Date of Complaint: January 7, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: ID
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-Product: Credit reporting
Issue: Incorrect information on your report
Sub-Issue: Account status incorrect
Full Complaint:
USAA Federal Savings Bank is once again reporting my account in error.
USAA shows the account last PAYMENT was made on XX/XX/XXXX yet the account was CLOSED on XX/XX/XXXX. How could I have made a payment on a CLOSED account?
These dates are wrong and according to the FCRA, they must delete any information on my credit report that is incorrect.
Once again, USAA is harassing me and my financial life by prolonging derogatory credit reporting to pay me back. They have intimidated me in the past and had little compassion for me as a military service member. Over the years, these dates have shifted numerous times and its all to take advantage and bully me. Please ask USAA to send you a paper trail of all these date changes then please fine them.
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 8, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NY
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-Product: Credit reporting
Issue: Incorrect information on your report
Sub-Issue: Old information reappears or never goes away
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 8, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NJ
Product: Checking or savings account
Sub-Product: Checking account
Issue: Closing an account
Sub-Issue: Can't close your account
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: January 8, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NY
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Banking errors
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 7, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-Product: Credit reporting
Issue: Incorrect information on your report
Sub-Issue: Old information reappears or never goes away
Full Complaint:
This account is more than 7 years old but has not been deleted from credit report. Account is also closed but continues to have over XXXX charge - offs which is against FTC regulations to report.
1. USAA SAVINGS BANK {00.00} Paid, closed XXXX charge-offs Account number XXXX Account status Closed Date opened XX/XX/XXXX 2. XXXX XXXX DELAWARE {{{mpg_replace}}.00} Paid, closed XXXX charge-offs Account number XXXX Account status Closed Date opened XX/XX/XXXX 3. XXXX XXXXXXXX XXXX XXXXXXXX XXXX {00.00} Paid, closed XXXX charge-offs Account number XXXX Account status Closed Date opened XX/XX/XXXX XXXX
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: January 7, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-Product: Credit reporting
Issue: Incorrect information on your report
Sub-Issue: Personal information incorrect
Full Complaint:
I have contacted USAA several times to let them know that there is a glitch in their system that is reporting the wrong location for zip code XXXX. Zip code XXXX is for a XXXX, however their system is reporting it as XXXX FL. they reported this information in my credit report and now my XXXX account s locked. I spoke to the banking area and they tell me that I need website support I speak to website support and I am told that banking needs to fix it. they don't seem to understand that there is a glitch in the system that makes zip code XXXX appear to be in Florida, see my attachments to see what USAA is reporting and neglecting to fix. When I attempted to open a new account the incorrect address appeared in my USAA account. When I generate a direct deposit slip the incorrect address populated in to my direct deposit form. when traveling the USAA app shows that my home location is in FL. This is incorrect and USAA is reporting my address as in Florida and they are not willing to do anything to fix it. See attached USPS zip code look up that confirms that ZIP XXXX is not in FL.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes complaint is the result of an isolated error
Date of Complaint: January 9, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AZ
Product: Mortgage
Sub-Product: VA mortgage
Issue: Trouble during payment process
Full Complaint:
USAA with Mortgage service company XXXX took a double payment with transaction record date of XX/XX/XXXX. I realize when I went to make my payment on XX/XX/XXXX for my XX/XX/XXXX due date it showed I owed nothing until XXXX. When I looked at the transaction records it indicated a double payment for different amounts then reversed then applied to the XXXX payment all for the same XX/XX/XXXX transaction date. This was NEVER brought to my attention as they explained their system did this AUTOMATICALLY with no knowledge of any USAA or XXXX personnel. My Bank account had $ XXXX removed and NOT returned until in XXXX when I brought it to their attention, then they still made more mistakes until I had to contact the President/CEO office of USAA to have them step in with their contracted service team.
It appears there is a programming issue with USAA / XXXX mortgage in the automatic processing and NON NOTIFICATION to the consumer/owner.
In essence they STOLE $ XXXX from me which is a FELONY in most circles yet NO ONE took ownership of the error or knowledge of it.
Their SYSTEM needs a FULL AUDIT conducted as they also could not confirm if this was isolated or other customers had been affected.
I want a FULL inquiry and report of the findings provided so they don't just push it under the rug and not make it public knowledge for any potential future class action lawsuits due to their mismanagement/oversight of their processing.
XXXX XXXX - ID # XXXX, Supervisor - XXXX XXXX, Managers - XXXX, XXXX, XXXX, XXXX XXXX at the XXXX TX XXXX XXXX, and XXXX at the CEO office need to be investigated and define their roles in this issue with XXXX at the end working to resolve but not providing results of internal breakdown and how I can be guaranteed that it will not happen again.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: January 7, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-Product: Credit reporting
Issue: Incorrect information on your report
Sub-Issue: Personal information incorrect
Full Complaint:
I have contacted USAA several times to let them know that there is a glitch in their system that is reporting the wrong location for zip code XXXX. Zip code XXXX is for a XXXX, however their system is reporting it as XXXX FL. they reported this information in my credit report and now my XXXX account s locked. I spoke to the banking area and they tell me that I need website support I speak to website support and I am told that banking needs to fix it. they don’t seem to understand that there is a glitch in the system that makes zip code XXXX appear to be in Florida, see my attachments to see what USAA is reporting and neglecting to fix. When I attempted to open a new account the incorrect address appeared in my USAA account. When I generate a direct deposit slip the incorrect address populated in to my direct deposit form. when traveling the USAA app shows that my home location is in FL. This is incorrect and USAA is reporting my address as in Florida and they are not willing to do anything to fix it. See attached USPS zip code look up that confirms that ZIP XXXX is not in FL.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes complaint is the result of an isolated error
Date of Complaint: January 9, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AZ
Product: Mortgage
Sub-Product: VA mortgage
Issue: Trouble during payment process
Full Complaint:
USAA with Mortgage service company XXXX took a double payment with transaction record date of XX/XX/XXXX. I realize when I went to make my payment on XX/XX/XXXX for my XX/XX/XXXX due date it showed I owed nothing until XXXX. When I looked at the transaction records it indicated a double payment for different amounts then reversed then applied to the XXXX payment all for the same XX/XX/XXXX transaction date. This was NEVER brought to my attention as they explained their system did this AUTOMATICALLY with no knowledge of any USAA or XXXX personnel. My Bank account had $ XXXX removed and NOT returned until in XXXX when I brought it to their attention, then they still made more mistakes until I had to contact the President/CEO office of USAA to have them step in with their contracted service team.
It appears there is a programming issue with USAA / XXXX mortgage in the automatic processing and NON NOTIFICATION to the consumer/owner.
In essence they STOLE $ XXXX from me which is a FELONY in most circles yet NO ONE took ownership of the error or knowledge of it.
Their SYSTEM needs a FULL AUDIT conducted as they also could not confirm if this was isolated or other customers had been affected.
I want a FULL inquiry and report of the findings provided so they don’t just push it under the rug and not make it public knowledge for any potential future class action lawsuits due to their mismanagement/oversight of their processing.
XXXX XXXX – ID # XXXX, Supervisor – XXXX XXXX, Managers – XXXX, XXXX, XXXX, XXXX XXXX at the XXXX TX XXXX XXXX, and XXXX at the CEO office need to be investigated and define their roles in this issue with XXXX at the end working to resolve but not providing results of internal breakdown and how I can be guaranteed that it will not happen again.
Complaint Tags: Servicemember
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.