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 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: Fees or interest
Sub-Issue: Problem with fees
Full Complaint:
I have had this Usaa credit card for 21 years and I have paid religiously on time and have always been a loyal customer.
During this time of economic hardship I have chosen not to utilize my credit due to uncertainty of financial future. I have recently required new charges on this account in which I have not used in over a year. Upon investigating these charges I have discovered that the are annual fees that I am now charged monthly. I have contacted Usaa on numerous times over the last three months, with absolutely no correspondence, and continued charges to my account that I have never incurred in the past with this account.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 21, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: None
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
Response Type: Closed with monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 18, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA
Product: Debt collection
Sub-Product: Credit card debt
Issue: Written notification about debt
Sub-Issue: Didn’t receive enough information to verify debt
Complaint Tags: Servicemember
Response Type: Closed with explanation
Date of Complaint: December 21, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MD
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: Their investigation did not fix an error on your report
Full Complaint:
In the month of XX/XX/XXXX, a debit/bank account was opened with USAA followed by an unsecured loan that was taken out using my information electronically. I was not made aware of this action until XX/XX/XXXX when I reviewed my credit report. Immediately I contacted USAA, in order to dispute this action. USAA did not notify me of the account via email. At the time of the loan being taken out, address information was not correct. The address on file with USAA was listed as XXXX XXXX XXXX XXXX XXXX XXXX, MD XXXX ( where I lived up until XX/XX/XXXX ), however, my address at the time was XXXX XXXX XXXX XXXX, MD XXXX ( where I lived from XX/XX/XXXX to XX/XX/XXXX ). I updated address information with the post office immediately after moving. After the incident, I notified the major credit bureaus, in order to place fraud alerts and credit freezes on my report, as well as contacted the FTC to report the identity theft. Following this, I contacted the police department to file a police report of the incident in XX/XX/XXXX. I have made several attempts at disputing this account with USAA. They have advised me that the account and the loan was not done fraudently. A detective working on the identity theft investigation has also determined that the activity is fraudulent and was committed by spouse. The investigation concluded on XX/XX/XXXX and Detective XXXX XXXX with the XXXX County PoIice department delived the results to me. I have since seperated from my spouse and I am in the processes of getting a divorce ( filed XX/XX/XXXX ) due to this action, as I was unaware that he committed this. This account and loan was opened up without my knowlege or consent and I am struggling with USAA on having is resolved. USAA has refused to give me any actions on how this can be removed, despite my submission of a police report and identity theft report. I have taken all neccessary steps and reccommend actions, but I feel that this is unfair for USAA to continue to hold me responsible for a fraudlulent debt. I have tried to contact USAA multiple times and have spoken to different departments regarding this issue. It is difficult and time consuming to get ahold of someone and I have spend countless hours on the phone. I have also written and mailed letters to USAA and the 3 major reporting credit agencies. The loan is currently being reported as a charge off and is negatively affecting my credit.
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 18, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Problem using a debit or ATM card
Full Complaint:
USAA they are a fraud they took a bunch of peoples Social Security income and threw us out they have held my daughters income that she gets {0.00} for my husbands social XXXX of it is mine they have locked both our identities leaving me held XXXX homeless on the streets. They call coding it out theyll take your money and pay people off in front of you these disgusting people actually take it and they wonder why you sit around and hate them as they freeze you out in XXXX and XXXX ATM XXXX we also had renters insurance and we had a lot of claims we were robbed completely XXXX XXXX XXXX, XXXX CA XXXX The whole neighborhood was harassed of course our counterparts our neighbors were XXXX so they all said it was gang members it was actually USAA thinking they could become the XXXX XXXX they still have California locked up
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 20, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NY
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-Product: Credit reporting
Issue: Improper use of your report
Sub-Issue: Credit inquiries on your report that you don’t recognize
Full Complaint:
As far back as XX/XX/2020, USAA Federal Savings bank has been sending out notices about upgrading their security procedures on their website usaa.com. what they failed to mention is that they experienced a major data breach and have yet to acknowledge the incident. Countless USAA members have taken to complaining on online forums about USAA ‘s cavalier attitude about this breach. Many, like myself, have experienced surprise and unauthorized charges on my USAA Visa card and unauthorized running of my credit report for an unauthorized consumer loan without my consent. Subsequently, after getting the run-a-round from the representatives on the phone, I closed my credit card account due to their inability to properly secure their website API ( application programmable interface ) from the very beginning. Every time I called and asked how these unauthorized charges occurred, the representative would simply state that my credit card was probably skimmed at a reader. When I inquired further, another rep. would say that the unauthorized charge was used via a mobile app.
USAA ‘s explanation for these unauthorized charges did not make any sense. I could accept this useless excuse if it was just me but how could over 50 other USAA members suffer the same breaches on their accounts. Does that make sense?
Like many older Americans, I don’t use any apps and probably never will. USAA knows that I don’t use their new app so how could they allow my credit card to be used through a mobile app that is not mine. As recent as XX/XX/2020 USAA shows attempted unauthorized charges on my CLOSED USAA Visa credit card. Again they refuse to acknowledge a breach in their credit database. This is unfair to the thousands of members which, rightfully so, are dwindling since the onset of this data breach.
Another recent and troubling breach was an unauthorized running of my credit report by USAA for an unauthorized personal loan last week for which they issued a Credit Inquiry Removal Process letter. The letter is dated XX/XX/2020 and states that they have reported the error to the credit reporting agencies and can take up to 45 days to be updated on my consumer report. Is this fair? How long is USAA going to be allowed to continue this FRAUD.
If I did not implement a credit freeze last year I would have been ruined like many other USAA members that were never notified of a data breach.
It is public knowledge that the Consumer Financial Protection Bureau has fined USAA Federal Savings Bank millions of dollars recently for other credit related issues. Perhaps it is time to investigate USAA again and penalize them severely for irreparably damaging consumers credit history and ultimately their lives.
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 20, 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: Their investigation did not fix an error on your report
Response Type: Closed with explanation
Date of Complaint: December 18, 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: Deposits and withdrawals
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: December 21, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Credit card or prepaid card
Sub-Product: Gift card
Issue: Unexpected or other fees
Full Complaint:
I am a victim of a gift card scam and my bank said there is now way I can get my money back because I ” participated ” in the act. It all started with a call from someone who identified themselves working with the IRS on XXXX XXXX They said multiple checking accounts were opened up in my name in Texas and was used to money launder into XXXX. I was being charged with money laundering and drug trafficking. I either had to go to court in Texas and plead my innocence or corporate with a local investigation. I picked the local investigation. I told them what county I am in and then they connected with a 3rd caller who was supposedly the my county Sheriff. The Sheriff then called me to speak one on one, and when he called me it came up in my phone as the name of my County Sheriff ‘s office. He said we can only speak on this line because it is recorded and I can not talk to anyone about this investigation or else I would have to go to court in Texas. He said the most important thing you need to do is ” XXXX ” your money. Because they were going to freeze all accounts opened up under my social security number because of the money laundering charge. In order to do this I had to buy gift cards at XXXX dollars a pop. I would then exchange them for ” Government Vouchers ”. It wasn’t until the second day after we didn’t meet that I figured out what was going on. He had me scratch off the back and read him the account number and pin number on the gift card and then I would go back into the store, most of them were XXXX, and I would go to self checkout and grab 10 at a time. I would only ring up two at a time because there was a XXXX dollar limit. All in all I lost XXXX dollars with 97 gift card purchases. I filed a fraud claim with the real Sheriffs department and with my bank. I emptied out both of my checking accounts, both of my savings accounts, and even started selling stocks from my mutual funds. This scam really has hit me hard financially and I don’t think I will be able to recover from this if I am not able to receive these funds back. I did everything I can to report this issue and notified everyone that should be notified ; to include the IRS, the FTC, my bank, XXXX, and my Sheriff ‘s Department. While searching online I found out that there was a lady who lost over {0000.00} and was able to get it all refunded. It does not seem fair that she was able to get her funds back and I am not. Is it because the local news covered it and she ended up on T.V and had an article written about it. I really need help on this matter and I feel like I am not getting any, even though I reported it to all the respective parties.
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 21, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CO
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 customer service
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.