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 4, 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: Getting a credit card
Sub-Issue: Application denied
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 3, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Checking or savings account
Sub-Product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-Issue: Money was taken from your account on the wrong day or for the wrong amount
Full Complaint:
On XX/XX/2020, I tried to purchase a vehicle through XXXX Pay for {00.00} and that same day the money came out of the account. The guy I paid claimed he never received payment for almost a month, so on XXXX/XXXX/2020, I filed a dispute with my USAA. The money was returned to my account on XXXX/XXXX/2020. On XX/XX/2020 the dispute was closed. Then today, XXXX XXXX, 2020, they reversed the credit and sent the money back to the guy without any notice, causing my rent to bounce. I called and spoke to customer service who told me there ” was nothing they could do, but would be happy to put in a re-dispute ”, which I did. Then I called back to speak to someone in management where I was told that they dont put calls in to management. Instead I spoke to an ” Executive resolutions specialist ” who again reiterated that I could put in another dispute and that the receiving bank had submitted supporting documentation to support that I had received services. I do NOT have the car, and he has since sold it to someone else. Basically USAA stole {00.00} out of my account and they are basically telling me I have no recourse.
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 5, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: KS
Product: Mortgage
Sub-Product: VA mortgage
Issue: Trouble during payment process
Full Complaint:
My house sale closed on XX/XX/XXXX. On XX/XX/XXXX, XXXX XXXX sent me the balance in my escrow account. USAA XXXX was the insurer of the house and a new policy was to take effect on XX/XX/XXXX.
Because the house sold on XX/XX/XXXX, USAA closed the policy. They sent me this message : — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — The pro-rated refund of {0.00} has not been sent to XXXX XXXX yet. The policy cancellation was not keyed until XX/XX/XXXX, and was backdated with a cancellation date of XX/XX/XXXX. The refund to XXXX XXXX will be processed within the next two weeks.
We value your business and the opportunity to serve all your financial needs.
Thank you, XXXX XXXX USAA — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — — Why would USAA hold XXXX the {0.00} & then send it 2 weeks later to XXXX XXXX? XXXX XXXX XX/XX/XXXX : I checked the XXXX XXXX acct — NO {0.00} had been received ). It makes NO sense for USAA to send the check to XXXX XXXX – I am NO Longer a customer thre & my mortgage was paid OFF.
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 4, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Problem using a debit or ATM card
Response Type: Closed with explanation
Date of Complaint: December 4, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MO
Product: Debt collection
Sub-Product: I do not know
Issue: Written notification about debt
Sub-Issue: Didn’t receive enough information to verify debt
Full Complaint:
Received a notice in the mail for a massive debt. The debt said I owed USAA the company a debt of over {000.00}. I have never had USAA as a company, nor am I aware of any debt I have ever had for any reason with such a high amount, and the date the said XX/XX/XXXX doesn’t ring a bell at all. So I responded to the debt letter with a request for verification, I did this through the USPS with certified mail with signature required so I know they received the letter as I only had 30 days to reply. The letter they sent said it was mailed XX/XX/XXXX, although I did not receive the letter until the XXXX of XXXX, so this left just a short amount of time to reply. Around XX/XX/XXXX I received my letter back saying it was refused, despite 3 attempts to deliver. I can only assume they do this on purpose to make sure no one can ask for validity within that first 30 days. I have my letter, proof they attempted to deliver the letter and proof they refused it. I couldn’t send another letter and make it there within that first 30 days. The company name is XXXX, XXXX. The address I sent it to is XXXX XXXX XXXX XXXX XXXX. XXXX XXXX XXXX, XXXX, IL XXXX The actual amount of this is supposed debt is {.00}, XXXX. I have included a copy of that letter on the upload area without signature since I printed it and signed then sent it.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 4, 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 when making payments
Sub-Issue: Problem during payment process
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 4, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA
Product: Vehicle loan or lease
Sub-Product: Loan
Issue: Struggling to pay your loan
Sub-Issue: Denied request to lower payments
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 4, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Problem with a credit reporting company’s investigation into an existing problem
Sub-Issue: Difficulty submitting a dispute or getting information about a dispute over the phone
Full Complaint:
In XX/XX/2020 I had a 30 day late payment reported for the amount of {.00}. Prior to this payment being 30 days late I spoke with two representatives who I believe failed to provide me with all information or options based on the companies process with my account status. I made an attempt to make a payment for {0.00} but my banking information that was saved on file was removed without a request by me. No agent was had been able to identify why my banking information was removed because I never had any returned payments. Since my banking information was no longer on file I asked to make a payment with my debit card. The agent advised me at the time she couldn’t take a debit card payment and I would have to re provide my banking information. I bank with a small local credit union and at that time the credit union was temporarily closed due to COVID. For me to obtain my bank information I had to wait on the bank to respond to me through a secured messaging portal with that information. On a separate occasion I was contacted by a collections agent and explained the previous issues to her and requested to make a debit card payment with her at the time. That agent also told me she was unable to accept my payment at the time. I’ve attempted to resolve this issue for this past 6 months with customer service and their managers every time I call but have not been able to get any information in regards to having someone investigate if I was misinformed contributing to the 30 day late being reported. I received one call back that I missed at the time but soon after the missed call I returned the call to the manager but only reached a voicemail. I left at least 3 voicemails and never received a call back. Since I never got a response to my voicemails I started to ask for a manager every time I call to make a payment now but still haven’t received one over the past 6 months.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 4, 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: Closing your account
Sub-Issue: Company closed your account
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 4, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AL
Product: Checking or savings account
Sub-Product: Checking account
Issue: Closing an account
Sub-Issue: Funds not received from closed account
Full Complaint:
Usaa will not release my checking account money to me until they keep it for 60 days based on their policy. This will cause me to lose everything I have worked for my entire life. I will lose my house, my vehicles, everything. USAA Bank has said they are making an example of me and will not give me hard-earned paycheck money until the 60 days are up. The problem with USAA had nothing to do with my checking accounts it had to do with the credit cards I had with them.
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.