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 1, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: OH
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:
On Sunday XX/XX/XXXX I was notified by one of my credit card companies ( XXXX XXXX ) that they were severely reducing my available credit due to adverse activity on my XXXX credit report. I went on line and created an XXXX account and viewed my credit report. I discovered that there is a USAA credit card account opened on XX/XX/2020 in my name. The credit card has a credit limit of {000.00}. Per the XXXX report, there was purchases/activity of {00.00} in XX/XX/2020. No payments were made. This is the adverse activity that XXXX XXXX based its decision on.
On XX/XX/XXXX, I called USAA ( XXXX ) to ask about the account. I was transferred to their financial crimes unit and spoke with XXXX. I explained what was happening and informed him this was not my account. He explained that a USAA team would investigate.
On XX/XX/XXXX, I called USAA ( XXXX ) as a follow up to the XX/XX/XXXX call. I talked with XXXX. I explained that I have received the results of a XXXX dispute. The dispute determination was that the account was mine. I explained this is not true. XXXX asked me if I had ever been in the military. I responded no. She seemed concerned that there was military information on the account and told me should would escalate to the investigation team. She told me to call back after three business days. I asked her to send me a copy of the fraudulent application that was used to open the account so I could file a police report. She said should would.
On XX/XX/XXXX, I called USAA ( XXXX ) as a follow up to the XX/XX/XXXX call. I talked with XXXX. XXXX informed me that the investigation determined that the account was mine. I responded that this was not true. I again asked for the fraudulent application used to open the account so I could include it when I file a police report. He refused and stated that no one will do that. He refused to help me any further.
I have never received the fraudulent application used to open the USAA credit card account. After this discussion I filed a police report with my local police department ( XXXX, Ohio ), On XX/XX/XXXX I filed an identity theft report with the FTC. I sent a letter to USAA on XX/XX/XXXX via USPS overnight express concerning the fraudulent account. I included the identity theft report, proof of identity and Notice to Furnishers on Information. In the letter I requested USAA to close the unauthorized account, remove any charges on the unauthorized account and take steps to remove information about the unauthorized account from my credit files. The USPS tracking number is XXXX.
USAA has never responded to my letter sent on XX/XX/XXXX. The USAA credit card account is a fraudulent account. I am not a USAA member. I have never been a USAA member. I am not a US military member. I have never been a US military member. I have never contacted USAA concerning insurance, banking, credit cards or any other of their products or services with the exception as stated above concerning the fraudulent credit card account.
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.