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 16, 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:
USAA reps Uncooperative HOSTILE Will NOT EXPLAIN CLOSING STATEMENT TERMS XXXX ID XXXX the one today would not explain None can ever explain even after I explained I could not go on line They are Untruthful each one saying a different thing to PURPOSELY CONFUSE ELDERLY MORE What is Definition for Term on ( Adjustment Purchases )?
What is their function as in why are they there? Who are they from? Why? Sometimes they are considered TEMPORARY credits Sometimes they are recorded as New Purchases How to know which and why same term? Very confusing What happens when a fraud is called in? Are TEMPORARY credits LISTED ON CARD APPLIED AGAINST THE BALANCE? When are Temporary credits MADE PERMANET ** USAA does Not provide an option for me to access my account and phone reps will Not EXPLAIN POLICY and TERM meanings. Thousands of NEW PURCHASES XX/XX/2019 statement say ( Security of ) And No One Explains Who would pay thousands of dollars for the UNKNOWN?
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 16, 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:
Letter XX/XX/XXXX Dispute XXXX says We’ve issued a permanet credit {.00} What date did merchant pay? THIS IS A NEW PURCHASE XX/XX/XXXX Letter XX/XX/XXXX {.00} Permanet Credit became a NEW PURCHASE XX/XX/XXXX What date did merchant pay this? XX/XX/XXXX Dispute XXXX {.00} What date did merchant credit? What date did USAA credit?
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 16, 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 purchase shown on your statement
Sub-Issue: Card was charged for something you did not purchase with the card
Full Complaint:
While I was on a XXXX XXXX flight to visit my parents in XXXX, TX ( with my credit card on my person ), 3 fraudulent transactions were made at ” XXXX XXXX XXXX XXXX XXXX ” with my credit card in the amounts of XXXX, XXXX, and XXXX, respectively. This was on XX/XX/XXXX.
I received a call later that night from my hotel room alerting me to the fraud, and when I checked my statement, sure enough, there were 3 purchases that I definitely did not make on my statement. I called to verify that yes, they were obviously fraudulent — I was in XXXX, Texas. I thought that was the end of it.
Later, after arriving home from XXXX, I got another call from USAA, my credit card issuer. They asked for more details around the transaction and told me that it was a chip transaction. I told them this seemed weird to me, as I thought chip transactions were not supposed to have this problem. The lady agreed and seemed very cold and suspicious.
I said that I didn’t know what happened but my credit card was with me the whole time and my family saw me not only vent about the fraud and how I would have to change my credit card number, but also saw me with my credit card on multiple occasions.
After telling the investigator I was sure it was fraud, she took some time to do her investigation. On XX/XX/XXXX, the same investigator called me back explaining that it was impossible for there to be fraud with a chip card. She said the investigation ruled against me. I said that didn’t make sense because I wasn’t there and didn’t know anything about it and eventually started crying ( I’m saving up for a house and it was a lot of money ). She got uncomfortable, then angry, and hung up. She did not show any empathy through any of this.
After researching my options, I called USAA to start an appeal process to the decision ( on the same day ) and also looked into hiring a lawyer. I will wait for the appeal before hiring a lawyer since they’re expensive and a pain — I really just want the whole thing to go away which was supposed to be the point of ” XXXX fraud liability ” as the bank advertises on the card. I always use my credit card instead of my debit card in case something like this happens and am very disappointed that despite what I was told in school and by parents, this card seems to offer no protection from fraud. I am disappointed, sad, and angry. I feel deceived.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: January 17, 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:
I am unable to secure my account Iam not able to check often for unauthorized charges and report them timely as all other are encoraged to do to PROTECT their accounts USAA IS NO ACCESS for my XXXX I HAVE NO PROTECTION AND NO ACCESS XXXX NEED BANK ACCESS
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 16, 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/XXXX USAA XXXX XXXX XXXX XXXX XXXX XXXX Business expert to review my case Follow Up my complaint to CFPB called and said ” Temporary Credits are Permanet and Apply to Accounts ” I apologize we disagree 1 ) Why are they called Temporary Credits IF THEY ARE PERMANET?
2 ) On XX/XX/XXXX Statement Please explain what ( Total Credits ) Represent What Credits are Included in the amount of Total Credits? TRUTH in lending USAA STATEMENT of XX/XX/XXXX says CLEARLY ( TOTAL ) CREDITS APPLIED FOR THIS PERIOD {0.00} 3 ) Please explain what ( Other ) Credits Represent ( {00.00} ) What credits are included in these?
Am I to Add the ( total ) credit amount that is separated {0.00} to the ( other credits ) {00.00} together FOR a *Real TOTAL of Credits.??
And please explain all the New Purchases I did NOT PURCHASE that say.Security of and An Amount Charged. to my Account No Explaination What these are NEW PURCHASES that I DID NOT PURCHASE FOR? There are {00.00} I HAVE NO IDEA WHAT THEY ARE FOR ** I KNOW I DID NOT CHARGE THEM
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 16, 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/XXXX CREDIT CARD FRAUD CLAIM XX/XX/XXXX UNAUTHORIZED CHARGES OCCURRED XXXX XXXX ISSUED Reps claim credits given on XX/XX/XXXX Statement which says TOTAL PAYMENTS AND CREDITS for this period {0.00}. XX/XX/XXXX Adjustment Purchases CREDIT {0.00} lists on front page with my payment of {0.00} and XXXX XXXX THIS TOTALS {0.00} AND ** IS ALL CREDITS and payments for this period The XXXX Adjustment Purchases {0.00} XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX NEVER APPLIED Where are the permanet USAA credits of {0.00} this letter says were issued BUT NEVER APPLIED?
Why the New Purchase Adjustment Purchases XX/XX/XXXX {0.00} and why?
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 16, 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/XXXX USAA began a fraud investigation on XXXX Purchases dated XX/XX/XXXX {0.00} & {0.00} You can view them on XX/XX/XXXX Statement enclosed I HAVE NOT BEEN NOTIFIED OF ANY RESOLVE.What is the resolve? This is now XXXX!
Why did USAA begin a fraud investigation on XX/XX/XXXX for these amounts you can view on my statement {0.00} XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX?
What was the resolve of each amount shown as a fraud investigation beginning? Please give accurate purchase dates and Merchant Names
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 17, 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: Getting a credit card
Sub-Issue: Card opened as result of identity theft or fraud
Full Complaint:
XX/XX/2020 USAA Reps informed me they could not verify me because I could not tell them the number of a card I have never had possession of which has a balance of {0.00} I HAVE NEVER HAD THIS CARD AND CAN *NOT GET VERIFIED TO REPORT THIS TO USAA * THIS HAS NEVER BEEN IN MY POSSESSION I HAVE NO ON LINE ACCESS EITHER This card has a balance
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 16, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: IN
Product: Checking or savings account
Sub-Product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-Issue: Transaction was not authorized
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: January 16, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AL
Product: Checking or savings account
Sub-Product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-Issue: Transaction was not authorized
Full Complaint:
XXXX on XX/XX/XXXX XXXX on XX/XX/XXXX XXXX on XX/XX/XXXX I cashed three checks and sent them to a person that was running a scam on me but i did not know that at the time. I was told by XXXX XXXX XXXX to cash these checks for his sick mother and send them to the nurse since his account was a business account he could not cash them out of. He had an account also with My bank in his official name and would have his secretary get the checks to me and I would send to the nurse. I didn’t know this was a scam until the checks bounced. The nurse who I sent the checks to was XXXX XXXX
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.