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 13, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NM
Product: Money transfer, virtual currency, or money service
Sub-Product: Debt settlement
Issue: Fraud or scam
Full Complaint:
On XX/XX/XXXX I XXXX messaged a debt counselor who had multiple mutual friends of mine that were all military. On Ms. XXXX profile she had that she was a debt management counselor at XXXX XXXX, debt counselor at XXXX XXXX XXXX, debt counselor at XXXX XXXX XXXX. She also had multiple photos of accounts she helped. I believed I could trust her due to her being affiliated with the military and my friends. So I proceeded to ask her to help with consolidating my small debt. I will be including the messages that went through between us. Everything seemed alright she was helping me. She requested that through her she could get me a small loan of {00.00} but would need me to put {00.00} down as a deposit to be able to get. Seeing her previous work and knowing she was helping service members out I believed her and did on XX/XX/XXXX she said it would take 5-6 days to get the loan into my account then when the day came to give me the services she ignored my messages and then went to block me on XXXX, her phone and XXXX so that I couldnt contact her. As soon as I figured she was scamming me I reported it to my bank. I had to file 3 disputes as the transaction had to be split into 3. We agreed on sending it over XXXX XXXX and due to the high amount only two transactions one of {0.00} and another of {0.00} went through thinking she was helping me I then sent the rest {0.00} through XXXX. She told me after I sent the money she would be working on finishing the loan. My bank USAA gave me a temporary credit for the XXXX XXXX transactions and then filed with XXXX for the {0.00}. XXXX got back to me today XX/XX/XXXX and told me that they werent responsible and that I should talk to the recipient who I cant even contact and is a scammer. My bank also backed up XXXX by saying that in the end it was XXXX final decision and theres nothing they can do. I want my money back but the bank nor XXXX will get her to give it back to me. I dont want any other services members being scammed by this woman and would like for her to be found and stopped.
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 13, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: KY
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-Product: Credit reporting
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
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: January 13, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MD
Product: Checking or savings account
Sub-Product: Other banking product or service
Issue: Managing an account
Sub-Issue: Deposits and withdrawals
Complaint Tags: Servicemember
Response Type: Closed with monetary relief
Date of Complaint: January 14, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AL
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
Full Complaint:
In XXXX of XXXX I went to my local bank branch to effect a balance transfer which would pay off my Visa account at USAA and create a new Visa account at my local bank ( for which there was an incentive of getting six months without interest ). The payment from my bank to USAA was rejected as having the wrong address. After additional attempt was made to effect a balance transfer, I requested an e-mail from USAA with the verified payment address, which they provided. This was the very same address which I had provided to my bank the first time I attempted to transfer the balance in question. After a 3-way call with myself and representatives from both my bank and USAA was held to determine exactly what was required to do a balance transfer, a final attempt to effect a balance transfer was undertaken in XXXX of XXXX and again USAA rejected the payment from my bank stating that the full account number of the USAA Visa account was needed. My bank XXXX XXXX XXXX XXXX XXXX XXXX assured me that the entire account number was provided to USAA via ACH information but was never included on hard checks due to security concerns. Nevertheless, USAA again declined the payment and seems to contrive multiple and various excuses to decline any attempt to effect a balance transfer from my bank.
Ultimately, I have declined to make further payments on the account pending a resolution of the issue because I believe USAA is deliberately obstructing my attempts to close out my Visa account with USAA. I have communicated my position to USAA in that regard but they have now begun harassing me with collection calls on a daily basis.
My bank assures me that they have provided all the required and customary information for transactions of this type to USAA. USAA, however, continues to claim that additional or different information is required or that the information needs to be presented to them in a different form. In short, they are refusing to accept a balance transfer as payment against my account and doing so without justification, which has cost me over 15 months ‘ worth of interest ( a total of over {00.00} ). I have spent considerable number of hours making multiple trips to my local bank branches, making phone calls, and participating in online help chats until I am simply unable to continue pursuing this myself because nothing I do changes the outcome.
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 13, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
Product: Checking or savings account
Sub-Product: Checking 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: January 13, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: OK
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
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 13, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: KY
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-Product: Credit reporting
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
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: January 14, 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: Closing your account
Sub-Issue: Company closed your account
Full Complaint:
I was late making one of my payments ( 30 days late ) the 60 day XXXX double payment ) of {0.00} was made on time on XX/XX/2019. On XX/XX/XXXX, I was mailed a letter telling me that my secured credit card was of {00.00} was being closed and the CD for {00.00} was being liquidated to pay the debt. I did not want the credit card closed because I had kept it open for over two years to rebuild my credit. I reached out multiple times and tried to reason with USAA, but they could not tell me why, who made the decision, or how I could talk to the person who made the decision about the error. USAA simply hid behind ” the system ” and gave no explanation.
Not only did they NOT CLOSE the account, they did not liquidate the CD, as indicated in the attached letter, but did report to the credit bureaus that the account was closed. They removed my access to using the credit line, continue to bill me interest and late fees, and continue to report negatively to the bureaus. Now they have threatened to write the account off as a defaulted account.
Response Type: Closed with monetary relief
Public Response:
Company believes complaint is the result of an isolated error
Date of Complaint: January 13, 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 when making payments
Sub-Issue: Problem during payment process
Full Complaint:
XX/XX/2020 I am required to recieve text on phone I am talking on This requires hand action to get out of calls & into texts then back into calls USAA IS NOT XXXX ACCESSIBLE ON LINE is a NO ACCESS for me also I AM TOTALLY COMPLETELY UNABLE TO ACCESS MY BANKING I used to be able to contact by phone but a hostile rep removed that option for me after my last call in RETALIATION I am unable to make payment or access any banking with USAA
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 13, 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: Other features, terms, or problems
Sub-Issue: Other problem
Full Complaint:
XX/XX/XXXX USAA began blocking my calls demanding I verify text or email codes I am unable to do while on phone due to my Disabiliry USAA provides NO ACCESS ON LINE AND BLOCK CALLS REQUIRING my deformed painful hands retrieve codes I am unable to do A pin # used to get me access NOW CALLING I HAVE NO ACCESS ALSO I AM VICTIM OF IDENITY THEFT THIS IS RETALIATION because I used to have phone access When I try to resolve Fraud from XXXX they block me. NO ON LINE ACCESS NO PHONE ACCESS
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.