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 17, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CO
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Problem accessing account
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: January 18, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: IL
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 have been using my USAA Visa ( was MasterCard ) for 30+ years with a very good credit rating. Have ALWAYS paid my monthly payments above and beyond what the minimum is. My maximum balance of XXXX was reduced to XXXX via a letter ( XX/XX/XXXX ) in the mail..no warning. The reasons stated why were totally invalid ( one being that my credit score was XXXX, which is still good, and too many inquiries ) I called a rep XX/XX/XXXX to place a complaint as to the real reason why my limit was reduced. I was suppose to get a call back from the escalations Mgr which didnt happen. In the meantime my card got declined 2.5 weeks later because I went over the {00.00} limit. I do have 3 other credit cards but this is the only one that I use for purchases. In fact, I have at least 4 automatic withdraws on this card every month to pay bills. After calling back ( XX/XX/XXXX ) and talking to the escalations Mgr, it was more of the same.. ” it’s because of the reasons outlined in the letter ”. He finally agreed with me that it was unfair and would have someone else call me within 2 business days. Someone did call me on my home phone ( which is not the phone # I left for them to call me on ) on XX/XX/XXXX at XXXX XXXX CST only to be hung up on when I answered.There is absolutely no reason why this should have happened ( limit being drastically reduced ) and certainly in the way it happened ( ignorance and indifference ). The only thing that has changed for me in the past 7 months is that I retired So, it must be because I am unemployed … but that doesn’t mean that I don’t have money in the bank! I understand as a retiree it is harder to get credit. For this reason and the fact that I have used this card as my primary credit card forever I want my balance limit to be at least 10K. And … I want to know the reason why this happened to me. It very aggravating for this to happen to me after all these years of being an excellent 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 20, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MO
Product: Checking or savings account
Sub-Product: Other banking product or service
Issue: Managing an account
Sub-Issue: Problem accessing account
Full Complaint:
On Saturday, XX/XX/XXXX, I attempted to access my XXXX account with USAA as a routine checking of funds. ( My wife had already accessed her XXXX account at the same institution without problems. ) I was prevented from accessing my account online until I answered several questions. They included questions about the amount of my net worth, my annual income and whether I was a foreign agent.
I called the customer service at USAA immediately to find out why my access was prevented online to my account. A representative informed me that a division of USAA ( called MOET ) required me to answer those questions or they would close my account. I protested that I did not necessarily want USAA to have direct knowledge of my net worth or annual income. Because it was a Saturday, she suggested I call back on Monday to discuss the situation with a MOET employee. My access to my account was withheld.
On Monday, I called USAA again and spoke with a representative of the MOET division. She stated the Patriot Act required that they ask those questions. She further stated the Federal government required all banking institutions to do this. I protested that no other banking institution I dealt with had asked for this information. I asked to speak with someone else, but she stated no supervisors were available due to the holiday ( XXXX XXXX ). She stated if I did not complete the questions that my account would be closed. I had my wife talk with her as well and she told her the same thing. We told her we were retired XXXX XXXX and all the money in the accounts came from our paychecks while XXXX XXXX. We were not foreign agents of any kind. Eventually, my wife told her we would answer the questions, but the answers may or not be true. ( We did answer truthfully that we are not foreign agents. ) We both believe that USAA violated our rights by conducting what amounted to an unlawful search and seizure of our information. They held my account hostage to this.
Complaint Tags: Older American
Response Type: Closed with explanation
Public Response:
Company believes complaint is the result of an isolated error
Date of Complaint: January 18, 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:
I am a victim of ideninity theft trying despertly to resolve unauthorized charges Statement of XX/XX/XXXX has 16 Adjustment Purchases XXXX that are UNIDENTIFIED and New Purchases UNIDENTIFIED in the same amounts XXXX, XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX PLEASE IDENTIFY THESE who merchant why a new charge. I need to know what it is I am paying for Why does truth in lending statement say TOTAL PAYMENTS AND CREDITS FOR THIS PERIOD {0.00} I made payment {.00} and Account Summary says other credits {0.00} PLEASE IDENTIFY these {0.00} credits. IF MORE THAN {0.00} WAS CREDITED THIS IS NOT A TRUTHFUL TRUTH IN LENDING STATEMENT IF ONLY {0.00} PAYMENTS AND CREDITS REALLY APPLIED THEN I Am owed more credits Consumers cheated. Is statement UNTRUTHFUL or was I cheated out of credits I deserve? ALL CREDITS. GIVEN WERE TAKEN BACK How could this produce two credits for one purchase to legally charge it back If credit taken back it was never given How can you take back what you did not give without CHEATING CONSUMERS?
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: 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 XXXX XXXX XXXX XXXX Access my account Was it me I began purchases cell phone five ( 5 ) in one year I purchased a XXXX No Preinstalled It had XXXX XXXX installed by XXXX XXXX After XXXX sold them the phones I returned with reciept to no avail I called USAA rep said I love XXXX XX/XX/XXXX Statement {0.00} CREDIT XX/XX/XXXX {0.00} NEW CHARGE I do not think one man should be able to make me pay for what I do not want I AM TRYING TO PREVENT IDENITITY THEFT If more banks held cell phones accountable IT WOULD HELP THE INTERNET SECURITY
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 21, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: IL
Product: Vehicle loan or lease
Sub-Product: Loan
Issue: Getting a loan or lease
Sub-Issue: Changes in terms mid-deal or after closing
Full Complaint:
Pre-approved for auto loan at 3.23 % for a new car XXXX model year for up to XXXX XX/XX/XXXX USAA member # XXXX Confirmed the rate on XX/XX/XXXX at 3.23 %. Had to verbally go over the terms of the deal with USAA Submitted request for payment forms to Dealership {000.00}.
Received a call from USAA that since it was a XXXX new USAA would not longer honor the confirmed rate and had to raise it 3.58 %.
USAA refuses to honor the original confirmed rate. Please explain how this is not a bait and switch
Response Type: Closed with explanation
Date of Complaint: January 20, 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: Problem getting a working replacement card
Full Complaint:
I am a XXXX Consumer I am a victim of Ideninity theft, Mail fraud and No Access to this banking. Creditcard account I have unsuccessfully tried to report a replacement card stolen or never delivered 5 times I am required to enter a text or email code I physically am unable to do to GET VERIFIED and if I am not verified I can not report the stolen/ undelivered card I AM AT GREAT RISK I CAN NOT GET VERIFIED TO GAIN ANY ACCESS I AM TRYING TO PREVENT MORE FRAUD I HAVE NO ZERO LIABILITY PROMISED BY USAA THAT IS EXTENDED TO ABLE BOBY MEMBERS MY CIVIL RIGHTS ARE DENIED AGAINST MY XXXX** XXXX ELDERLY VUNERABLE AMERICANS ARE TARGETED WITH ** NO PROTECTION
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 20, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
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: Problem with personal statement of dispute
Full Complaint:
MY COMPLAINT IS WITH XXXX REPORTING. MY REPORT HAS BEEN FILLED WITH INACCURACIES THAT I HAVE BEEN ADDRESSING SINCE XX/XX/XXXX. MORE RECENTLY XX/XX/XXXX. I AM A XXXX VETERAN AND LOOKING TO BUY A HOME FOR ME AND MY FAMILY. I HAVEN’T BEEN ABLE TO OBTAIN HOME LOAN BECAUSE OF ALL THE MISINFORMATION THAT IS LEFT TO MIS REPRESENT WHO I AM AS A RESPONSIBLE LIVE PERSON IN SOCIETY. IM AWARE OF MY RIGHTS, AND ID LIKEXX/XX/XXXXTO BE ADDRESS ES OF THE ERRORS THEY CONTINUE TO FALSELY REPORT
Complaint Tags: Servicemember
Response Type: Closed with explanation
Date of Complaint: January 20, 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: Credit card company isn’t resolving a dispute about a purchase on your statement
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 20, 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:
I did not recieve credit for fraudulent charges from XX/XX/XXXX I stopped monthly payments XXXX until XXXX which has not happen yet USAA reported me deliquient They refused to resolve fraud I reported beginning XX/XX/XXXX Executive Resolutions reviewed account responded ” You did not report fraud until XX/XX/XXXX ” Enclosed XX/XX/XXXX Statements has 6 Reversed Credits each reference begins F for fraud XXXX XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX Clearly fraud was reported PRIOR to XX/XX/XXXX for reversed credits to appear already posted on XXXX Statement 1 ) WHAT WERE THESE NEW CHARGES OF REVERSED CREDIT FOR? ( Security of ) 2 ) * How can there be reversed credits IF NO FRAUD REPORTED BEFORE XX/XX/XXXX?
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.