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: February 20, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: None
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Deposits and withdrawals
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: February 21, 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:
USAA INVESTIGATED FRAUD CHARGES IN MY FAVOR. {0.00} XX/XX/XXXX see attatched Fraud letter dated XX/XX/XXXX. USAA documents after investigation with merchant Disputes listed see attatched statement XX/XX/XXXX * SAME CHARGES ARE NOT IN MY FAVOR. They INCLUDE ALL XX/XX/XXXX XXXX CHARGES. XX/XX/XXXX Transactions listed on attatched XX/XX/XXXX statement Transactions to include NEW PURCHASES of XX/XX/XXXX ( ref # s begin with letter F ) USAA can view them on line on these two statements XX/XX/XXXX listed without F in ref # and XX/XX/XXXX. ( F ) ref # s XXXX. USAA LISTS AS NEW PURCHASES XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX See attatched statement XX/XX/XXXX Transactions ARE THE SAME USAA INVESTIGATED AS ( UNAUTHORIZED FRAUD * IN MY FAVOR ) and never paid USAA CREDITS. see statement of merchant credits ONLY. How could they also have ( INVESTIGATED THE SAME CHARGES AS DISPUTES * NOT IN MY FAVOR??? ) USAA INVESTIGATIONS CLEARLY ARE DISHONEST! Also KINDLY NOTE BOTH STATEMENTS ONLY LIST MERCHANT CREDITS APPLIED ** NO USAA CREDITS.
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: February 21, 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 Ms XXXX USAA lies again to Federal Authority CFPB. NO RESPECT OF AUTHORITY. See attatched statement AGAIN presented to USAA previously XX/XX/XXXX. Beginng bal was XXXX. Credit paid by XXXX XXXX {0.00} included in the other credits of {0.00} see it at bottom of page XXXX XXXX Credit and XXXX credit NO USAA CREDITS LEAVING THE BALANCE OF {0.00} ** AFTER ** AFTER ** AFTER {0.00} is Removed. THE BALANCE LEFT ** AFTER THE XXXX XXXX CREDITED IS {0.00} ** MEANS THE XXXX XXXX IS NOT PART OF THE {0.00} BAL REPORTED FRAUD. USAA STOP LYING AND SLANDERING MY NAME. RESPECT AUTHORITY ENOUGH TO TELL THE TRUTH.
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: February 20, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: WA
Product: Checking or savings account
Sub-Product: Other banking product or service
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: February 21, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AL
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Problem using a debit or ATM card
Full Complaint:
I was a victim of a phishing scam via XXXX on XX/XX/XXXX. The person contacted me via direct messaging, called me, and pretended to be having a giveaway using a fake cloned business page and used social engineering to gain access to my XXXX XXXX account and used it to take {00.00} in total from my bank account which was linked without my consent.
I sent a message to XXXX XXXX the day it occurred, but I did not get a response. On the day it occurred ( XX/XX/XXXX ), I also contacted my bank and filed a fraud claim. I spoke with the fraud department and the representative processed my claim for the three charges of {0.00}. They granted me temporary credits for the three charges while the investigation was conducted. On XX/XX/XXXX, I received a decision stating I was found responsible for the transactions and they were reversing the three temporary credits for the three {0.00} charges. I disagreed with the decision due to the charges not being authorized due to the incident being a scam. On that same day, I called my bank once again to appeal the decision reached by the fraud department. I got in contact with the fraud department just for them to tell me I should have disputed the charges originally since I have used XXXX XXXX for transactions in the past.
Next, I was transferred to the dispute department, and they restored the three charges back to my account once again while they claimed they will investigate again. On today ( XX/XX/XXXX ), I got another decision from my banks dispute department stating the dispute requests were duplicated and the Fraud department, which told me on XX/XX/XXXX that I should have disputed the transactions, had already disputed the transactions and the three charges will once again be reversed on XX/XX/XXXX. I once again called my bank to appeal the decision, and the representative I spoke with did not help me much, and she just said it is unfortunate and she put a note on my account for the dispute department to reopen and appeal the final decision made. Now, I am back at square one with the same decision.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: February 21, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Money transfer, virtual currency, or money service
Sub-Product: Domestic (US) money transfer
Issue: Other transaction problem
Response Type: Closed with explanation
Date of Complaint: February 20, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Checking or savings account
Sub-Product: Checking account
Issue: Opening an account
Sub-Issue: Confusing or missing disclosures
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: February 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: Advertising and marketing, including promotional offers
Sub-Issue: Confusing or misleading advertising about the credit card
Full Complaint:
Marketed & advertised ON LINE Easy set up ADA ACCESSIBLE NOT TRUE. USAA requires ( 2 ) two on line set ups to have FULL ACCESS. Disabled for years I have tried to gain access to USAA ON LINE BANKING ONLY Website was installed was told to get or send messages you need a mobile app from play store. Once that installed back and forth hand movements my XXXX XXXX can not do were WAY TOO PAINFUL. A message box secure email area is only in the mobile app when I try over and over to gain FULL ACCESS. I have tried over and over to send my documents and messages TO NO AVAIL. I make my only contact through CFPB because they do give me access by phone and USER FRIENDLY One website setup. They do Not require two set ups as USAA DOES. New USAA policy now is required TEXTS Emails two authorizations verificatons my hands can not do. In addition to numerous numerous hand movements In out UP DOWN two apps text codes ALL NOT USER FRIENDLY OR ADA ACCESSIBLE USAA IS ON LINE BANKING ONLY FOR this 35 year member. USAA POLICY has changed WITHOUT NOTICE TO ME since I first set up. I have NEVER IN 35 YEARS BEEN ABLE TO SET UP ACCESS ON LINE. When fraud happened I was NOT ADVISED ON PHONE POLICY OR GIVEN OPTIONS TO SEND DOCUMENTS THEY REQUIRED FOR FRAUD ID THEFT AND WITH NO ACCESS THIS WAS ALL I HAD. Then USAA blocked my phone access by blocking a PIN number it took me 3 years to set up when I informed a rep I could not go on line. This done for my protection per USAA. Once set up then USAA required more hand movements to make a temporary password permanet in TWO SITES. Verification codes, web set up and also mobile app set up is IMPOSSIBLE. One Sunday XXXX I had 125 texts to No avail. XXXX alerted me this was a security risk. Calls never lead to right department. MANY MANY Hours painfully holding phone for USAA is hazerdous to my health. USAA OFFERS NO SPECIAL NEEDS OPTION or USER FRIENDLY assistance set up.
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: February 21, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
Product: Debt collection
Sub-Product: Credit card debt
Issue: False statements or representation
Sub-Issue: Impersonated attorney, law enforcement, or government official
Full Complaint:
XX/XX/XXXX I called USAA to reach a representative The Automated Voice Line always answers. This automated line responds to my TV in the background ALL THE TIME sending me WHO KNOWS WHERE AND AUTOMATICALLY DOING WHO KNOWS WHAT. Clearly, USAA should be held accountable for their automation issues. I confirm, I spoke to USAA XXXX XXXX, requesting she remove my SUNTRUST PROFILE INFO AS I WILL NOT BE MAKING ANYMORE PAYMENTS. and Payment was Made. Jury would have no trouble drawing their own conclusion to JUSTICE and so should USAA. USAA STOLE MY SOCIAL SECURITY MONEY FOR 3 MONTHS. In addition USAA COLLECTS ON CARD XXXX I DEMAND PROOF OF ACTIVATION DONE BY ME THAT IS IN MY POSSESSION. WHAT DATE AND HOW WAS IT ACTIVATED.? And in Addition USAA HAS NO RIGHT TO ** DENY ME THE RIGHT TO REPORT IDENITITY THEFT. USAA IS VERY DISHONEST AND PRACTICES ABUSE OF POWER. I WANT TO SEE USAA FRAUD INTERNAL CREDITS APPLIED TO MY BALANCE THAT ARE HIDDEN FROM ME. I MUST ACCEPT THEY ARE RIGHT WITHOUT SHOWING FINANCIAL PROOF Temporary Credits USAA mentions WERE NEVER MADE PERMANET OR ADDED TO TOTAL CREDITS for this period on truth in lending statements.
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: February 21, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Money transfer, virtual currency, or money service
Sub-Product: Domestic (US) money transfer
Issue: Other transaction problem
Full Complaint:
On XXXX 2020. I got a call from Usaa XXXX representative alerting me about suspicious activity on my account saying that was breach to my account using my XXXX address login in on XXXX device and making some transaction made with ” XXXX ” XXXX telling person on the phone that my account was compromised and that wasn’t me disputing all activity, transaction or even possessing same XXXX device and making transfer of {.00} and {00.00} thru ” XXXX ” I’m reporting fraud and asking agent to lock my checking account, she told me If i do that i need to change my all credentials which I did same night. Next day on XXXX XXXX I’m going to Usaa bank to talk to Usaa representative but i found my self in office with computer and phone that i can use to ” talk to ” someone .I did talk to XXXX XXXX XXXX on the phone and she also told me that XXXX is still connected to my account and she will remove it and they agents will investigate my case. Next days I been on the phone hours with multiple usaa agents been transfer from XXXX department to another leaving numerous voicemail to agents that they supposed to talk to me asap assigned to my case witch they never get back in contact with me. I found denial letter on XXXX that i couldn’t get excess until XXXX because my online account been suspended or locket again. In same letter said my claim submitted on XXXX been denied because they investigation shown no fraudulent activity found. XXXX closed.
Today is XXXX XXXX spend XXXX hour on phone to get copy of documentation doing investigation so i can file report to police they told me I can get them by XXXX. and if i want to denied they decision i need to send proof of identity theft. They are so unprofessional and not organized. My husbands XXXX account been compromised same day with same XXXX XXXX but he got his money back and his problem was solved by XXXX representative same day. No problem no investigation.
Response Type: Closed with explanation
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.