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: December 3, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MI
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:
XXXX alerted me of two credit inquiries on XXXX and one today on XXXX. One was for XXXX XXXX XXXX for a credit card application with XXXX XXXX. They have put a stop to it and will reverse it on my credit. However, the second one was USAA bank and i got one inquiry yesterday and one this am. I can not talk with anyone there but they provided me an email. I sent an email, but am awaiting a response.
I am also concerned because earlier this year, someone attempted to collect unemployment under my name and ss #. I am concerned about id theft and how it will affect me in the future and want to do whatever i can to prevent this. They had my ss #, birthdate and phone number.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 2, 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: Account information incorrect
Full Complaint:
I have a settlement agreement for less than amount owed. USAA refuses to update my credit after I paid the settlement amount and it cleared my bank. They refuse to acknowledge the settlement agreement letter and keep incorrectly reporting after disputing. I held to my end of the settlement and balance owed should be XXXX dollars and the comments should reflect settled debt for less than amount owed.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 2, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AK
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-Issue: Problem with rewards from credit card
Full Complaint:
I am a service member who XX/XX/XXXX in XX/XX/XXXX through XX/XX/XXXX. I elected my Servicemembers Civil Relief Act with USAA prior to departure and they reduced my auto insurance due to the vehicle not being in use while gone. We were XX/XX/XXXX to an austere environment with limited communications and no mail forwarded on to the location. Members deactivate their cell phones while gone and turn it back on upon return. What mail is sent was arriving as late as 3 – 4 months later due to the remote location and logistical challenges.
I had a USAA Visa credit card for well over 13 years with no issues with the credit limit up to $ XXXX. The card had a balance of over XXXX in reward points due to me equating to more than $ XXXX if cashed out.
Apparently a {.00} charge appeared on the card after I departed which I was unaware of. Being XX/XX/XXXX I did not receive any communication from the lender nor could they not reach me ( assuming they tried ). USAA closed my credit card and reported over 120 days non payment to the credit bureaus.
Upon return from the XX/XX/XXXXin XX/XX/XXXX, I immediately paid the amount and attempted numerous times ( unsuccessfully ) to resolve the issue with USAA. They mentioned if the account was ” just voluntarily closed ” then the points would be available for over 120 days but would not allow credit for them in this instance.
This is the only negative reporting I have on my credit report and it brought the score from a highXX/XX/XXXXdown to XX/XX/XXXX
Under the SCRA, I respectfully request removal of the negative credit reporting and allow a cash out payment for the reward points balance. Because of the credit reporting a loss of available credit it would be good to have the credit limit restored as well. This negative reporting on my credit will cost me for years to come through the inability to obtain lower mortgage and loan rates, other credit cards, etc. I am due to relocate in just a few weeks and plan to purchase a home.
Many thanks for any relief assistance you could provide.
Sincerely, Military Member
Complaint Tags: Servicemember
Response Type: Closed with explanation
Date of Complaint: December 2, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Checking or savings account
Sub-Product: Savings account
Issue: Opening an account
Sub-Issue: Didn’t receive terms that were advertised
Full Complaint:
My savings account was opened on XX/XX/XXXX XXXX XXXX it was opened from a transfer of funds from my checking account. I opened it with XXXX dollars. On XX/XX/2020 XXXX was fraudently transfered back to my checking account. then XXXX was wired out of my checking account. IF I would have done this i could have wired it from the savings account and not go thru my checking account. USAA should have caught this scam. There should be an investagation int why USAA let this happen.
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: December 1, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NJ
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-Issue: Problem with fees
Full Complaint:
USAA will not respond to enumerations 1 and 2 of my letter dated XX/XX/2020. Several follow-ups by phone did not yield a response to my letter. Was told that USAA does not respond to letters and other times that the letter will be ” escalated. ” Never heard from anyone.
At # 1, USAA reduced my credit limit from {000.00} to {00.00}. I was not apprised of this change. Was told a letter was sent to me. I never received it. I requested a copy of the USAA letter. I never received it. Change was reported to the Credit Bureaus causing a severe drop in my credit score.
At # 2, USAA will not provide an explanation as to why I have a Y-T-D interest of {.00}. I never accrued interest charges. USAA will not remove it, as it continues to appear on Statements.
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: December 2, 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
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: December 1, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA
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:
Someone stole my credit card number two months ago and USAA has been giving me the runaround ever since. Their fraud alerts knew it was fraudulent, as they are the ones who originally alerted me to the issue at the end of XXXX. I immediately called them and had them cancel my card and supposedly they filed a claim. I didn’t get my temporary funds back and never got a confirmation of the claim and had to call back four times over two weeks. Finally they got the claim processed in XXXX and gave me the temporary funds.
It took them two months before finally coming back last week and saying the {.00} charge was fraudulent but the {0.00} charge was not. These charges were made within minutes of each other all by the same scammer. I called the merchant where the {0.00} charge was made and it took them only 10 minutes to confirm it was absolutely fraud, that despite the person having my credit card number and address to process the payment, they were at a completely different address three hours away from me and had used 5 different cards all from different people to pay for multiple orders.
I have now been calling USAA for four days in a row to attempt to get in touch with someone who I can conference in with the merchant so the merchant can confirm the fraud and get me a refund. They are giving me the runaround again. They said they would provide me with the documents they used to claim the fraud wasn’t fraudulent but they didn’t. They said a fraud specialist would call me from the fraud department but they didn’t. They also took the funds back out of my account this morning. When I called again to express my exasperation they gave me the exact same spiel that they did the first time I called and said they would schedule a call back.
This behavior is reprehensible. Not only have they massively mishandled this claim from day one they are now massively mishandling my attempts to prove the fraud and get my money back. They called me a lair and stole from me. I need your help in making this right please, CFPB.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 2, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MD
Product: Money transfer, virtual currency, or money service
Sub-Product: Domestic (US) money transfer
Issue: Fraud or scam
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: December 3, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NY
Product: Money transfer, virtual currency, or money service
Sub-Product: Domestic (US) money transfer
Issue: Fraud or scam
Full Complaint:
On XX/XX/XXXX I was scammed by a person that was able to hack my work app. I work for XXXX and they contacted me from the companies phone number. While speaking to me they were able to see my location and everything going on, on my XXXX app. When you speak to people from the company they can see that information. This is where it went wrong.
I don’t know if the guy was able to mirror my phone or what but he said they were updating their system for payments. I had to sign into my bank app from my phone to get some XXXX information. About 30 seconds after I was on my app I was hung up on. I immediately had a bad feeling and checked my acct. XXXX $ was transferred through XXXX to the scammer. His email came up as XXXX and phone number XXXX on the XXXX transfer.
I contantacted the bank immediately. The second person i spoke to at the bank bank tried to make it sound like I gave him my information when I gave absolutely no info to the scammer. I have called and complained XXXX times to the bank on this issue but they are claiming there is no fraud. I made a police report to XXXX on XXXX XXXX NY. The Police report number is XXXX ( identity theft XXXX ). The number for XXXX XXXX is XXXX.
I don’t want to have to take legal action but that will be the next step if there is no resolution.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 1, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Deposits and withdrawals
Full Complaint:
History of theft : On the XX/XX/XXXX statement from our bank. We noticed three preauthorized withdrawals from our checking account issued to USAA. We have no relationship with your company. We contacted both our bank and USAA. The persons at USAA would provide no information or assistance as we are not members.
My wife & I researched these withdrawals back through our old statements. We found that the first theft started on the statement of XX/XX/XXXX in the amount of {0.00}. The second theft amount {0.00} appeared on the statement of XX/XX/XXXX. The third theft amount {0.00} appeared on the statement of XX/XX/XXXX. These thefts happened every month until we had to close our account on XX/XX/XXXX.
We filed a police report with the XXXX XXXX Ga Sheriff dept # XXXX. I contacted USAA again on XX/XX/XXXX again to attempt to get assistance as additional withdrawal requests had been sent to our old account. Again no help from USAA.
We learned from the Sheriffs Investigator that he was having difficulty getting information from USAA. On XX/XX/XXXX I spent 56 minutes on the phone attempting to get assistance from USAA, again no help. Finally on XX/XX/XXXX I was able to talk to a USAA Investigator named XXXX at extension # XXXX. He took the case information and my contact information.
At no time did my wife or I give USAA consent to remove moneys from our account for any purpose. We have given USAA time and multiple notifications to correct this issue.
We sought help from the Georgia Office of Insurance. We filed a complaint and after two weeks a USAA rep called us. We were advised again that USAA would not help us as we are not customers. The young lady advised us to take this issue up with our bank. We had done this at the beginning.
On XX/XX/XXXX USAA sent a letter to the Insurance Commissioner stating that since we are not USAA insurance customers the Insurance Dept had no jurisdiction over this matter.
As seniors we find this lack of responsibility shameful. We need assistance to recover these funds.
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.