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: April 10, 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: Other features, terms, or problems
Sub-Issue: Problem with customer service
Full Complaint:
XX/XX/2020 PHONE ACCESS UNAVAILBLE NO ON LINE ACCESS XXXX USAA Rep XXXX only works inside app on line UNABLE TO TURN XXXX ON UNTIL I AM VERIFIED. I CAN NOT ACCESS TEXT CODE WITHOUT XXXX READ BY USAA AND IT CAN NOT TURN ON. USAA does not provide on line OR PHONE ADA ACCESS.
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: April 9, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: OH
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Banking errors
Full Complaint:
I am filing my compliant against USAA my bank. I filed disputes with a company where they ran my card through more than once. I did reach out to the company as well several times. I filed a dispute with USAA and received provisional credits. I began to receive letters from the bank that my dispute was sided with the vendor because they provided receipts. I also have receipts for the accurate charges on XX/XX/XXXX XXXX advising she was with the disputes team reached out and we discussed all were valid but one, after that I began receiving notices that the money was being taken back out, as USAA had sided with the vendor. I began reaching out. To date, I have spoken with Executive Resolutions Team, A manager and 10 reps who all leave notes to reopen and/or to contact me. I have even filed a XXXX complaint and USAA wil not help me. Finally yesterday I received a call after attempting to contact since XX/XX/XXXX advising she was with disputes, I missed the call, the voicemail she left stated for me to call in and leave a message for her to contact me or to have the rep read the notes, I called back in at XXXX XXXX and spent 15.47 minutes on the phone while the rep looked for notes that were not there. USAA will not help me or even give me a chance to inquire why. Its sad when its my money, it is a time of limited work and they helping a business take my money. Just wish someone would help me.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: April 9, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
Product: Debt collection
Sub-Product: Credit card debt
Issue: Attempts to collect debt not owed
Sub-Issue: Debt was already discharged in bankruptcy and is no longer owed
Full Complaint:
See attatched USAA XXXX VISA/MSTR DEBT XXXX ** DEBT XXXX XX/XX/2013. ** Kindly note the phone number on documentation says to call FOR MORE INFORMATION XXXX This is USAA RECORDING ANYONE TRYING TO COLLECT THIS DEBT IS BREAKING THE LAW. This debt WAS CHARGED OFF & SOLD TO COLLECT BY USAA. XXXX USAA CHEATED ME AND THE COMPANY THIS DEBT ** NOT OWED ** WAS SOLD TO. This debt charged off mysteriously became A NEW MASTERCARD DEBT CHARGED OFF see attatched ending card XXXX. This debt mysteriously became a visa XXXX. ACCORDING TO MY RECORDS I DID NOT APPLY OR AUTHORIZE THESE CREDITCARDS. USAA REFUSES TO SEND VERIFYING WRITTEN PROOF I. APPLIED OR AUTHORIZED THESE CARDS.??? IF THE FIRST CARD XXXX WAS REALLY DELIQUENT?? HOW DID IT MYSTERIOUSLY PRODUCE 3 OTHER CREDITCARDS?? USAA HAS DESTROYED MY CREDIT WITHOUT PROVIDING WRITTEN VERIFICATION OF THESE ACCOUNTS.
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: April 10, 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: Other features, terms, or problems
Sub-Issue: Other problem
Full Complaint:
USAA requires ( 2 ) TWO set ups for access on line. One is website usaa.com One is moble app from XXXX XXXX Both need UserID, temp password then peranet password set ups my XXXX unable to perform these numerous XXXX XXXX. Both are required for documents. MAILBOX IN APP FOR ALL CONTACT AND DOCUMENTS requires up down in out XXXX XXXX. Both set ups site and mobile app must work simotaniaeiously. ( I AM UNABLE TO GAIN ACCESS INDEPENDANTLY. TO ENTER PRIVATE SECURE INFO. PRIVATELY ) XXXX 4 EMAILS SENT TO NO AVAIL. NO ACCESSIBILITY ASSISTANCE PROVIDED UPON REQUEST. USAA IS NOT XXXX ACCESSIBLE.
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: April 10, 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: Other features, terms, or problems
Sub-Issue: Other problem
Full Complaint:
Last year XXXX early XXXX for the XXXX tax season ) I sat down to complete my tax return for my tax attorney to process. I found that USAA Federal Savings Bank had turned off my credit card paper statements which had been being delivered to my home here in FL. Angry, I called and complained to customer service, who stated they did not do this. Obviously, because I was angry, they did.
Today, I sit down to compile my XXXX tax documents and find USAA has done the same thing. I only have half of my XXXX USAA VISA credit card statements, ending in XXXX of XXXX. Again, angry, I called USAA who tells me over the phone that they were ” defaulted ” to online delivery without my consent. However, the same operator told me that I have to acknowledge consent to do this, which I’ve obviously not done. The operator was usless and I hung up only to call back and speak with a ” conflict resolution team ” member/supervisor ( Supervisors rarely are provided upon your request when you ask for them. You are relegated to a XXXX member with similar capability as the operator ) After long periods of hold, XXXX, tells me that I initiated this change in XXXX of XXXX, which is not the case. I again, adamantly, requested that USAA stop turning off my credit card paper statements that are delivered to my home … and again XXXX tells me I did this, which is not true. USAA either initiated this or their programming is set to save them millions of dollars in paper statement costs by subverting the users attempts to selectively choose what he or she would like delivered via mail or online. As a result of this happening for the second year with little to no concern from USAA that I don’t have the proper documents in hand to complete my tax return analysis, I have turned on ALL paperwork from USAA to home paper delivery.
USAA is turning off my statements, against my request, without my authorization, for the second year running. They leave me no option but to file an oversight complaint on their actions …. again.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: April 10, 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:
see attatched XX/XX/XXXX FRAUD CLAIM DATE XX/XX/XXXX {0.00} Confirms All USAA Temporary Credits at beginning of investigation MUST BE MADE PERMANET UPON COMPLETION OF INVESTIGATION. The above isuue took a Year XX/XX/XXXX TO XX/XX/XXXX to Complete this investigation to MAKE TEMPORARY CREDITS PERMANET. see attatched XX/XX/XXXX statement of Beginning Temporary Fraud Investigation Credits XXXX & XXXX XXXX. LISTED AS ADJUSTMENT PURCHASES TOTAL {.00}, XXXX. XXXX WHY ARE THESE with cute little minus signs?? XXXX NOT INCLUDED IN THE TOTAL CREDITS LINE JUST UNDERNEATH THEM.?? XXXX MAKING THEM APPEAR. ( ** AS IF** ) THEY TOTAL ON TOTAL LINE AS ALL MATH?? Kindly Note. ALL USAA FRAUD CREDITS ARE HIDDEN INTERNALLY. USAA CONFIRMS WITH STATEMENT XX/XX/XXXX {.00}, XXXX ADJUSTMENT PURCHASES TEMPORARY CREDITS JUST PLACED TO BEGIN INVESTIGATION ** NEVER MADE PERMANET. USAA OWES ME {0.00} FOR XX/XX/XXXX & {00.00} FOR XX/XX/XXXX UNAUTHORIZED REPORTED TO BEGIN AN INVESTIGATION NEVER COMPLETED.
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: April 9, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-Issue: Sent card you never applied for
Complaint Tags: Servicemember
Response Type: Closed with non-monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: April 10, 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 USAA Response CFPB XXXX XXXX CONFIRMS XXXX {0.00} XXXX {0.00} see attatched statement XX/XX/XXXX transactions ( WERE ** ONLY CALLED IN UNAUTHORIZED XX/XX/XXXX, XXXX AND. *** THIS IS WHY USAA DID NOT PROVIDE FRAUD DOCUMENTATION COMPLETION LETTER ) see attatched ftc ID THEFT case XXXX ID THEFT XX/XX/XXXX – XX/XX/XXXX. Kindly Note USAA PROVIDED NO ACCESS OTHER THAN TO CALL IN. ( 4 ) emails NO XXXX ASSISTANCE XXXX provided upon request. USAA PROVIDED NO OPTION BUT TO CALL IN. see attatched Fraud Letter XX/XX/XXXX FRAUD CLAIM DATE {0.00}. Kindly note this does Not include the XX/XX/XXXX XXXX Unauthorized Transactions. see attatched Statement XX/XX/XXXX Kindly Note USAA DID NOT PROVIDE USAA FRAUD CREDITS {0.00} FOR XXXX TRANSACTIONS OR CREDITS FOR XX/XX/XXXX FRAUD COMPLETION DOCUMENTATION. USAA IS MOST DEFININITELY ** NOT XXXX ACCESSIBLE. ** USAA DESTROYED MY CREDIT. XXXX USAA COLLECTS ON ID THEFT. XXXX USAA DOES NOT FOLLOW THE LAWS OF FAIR CREDIT.
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: April 9, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: WA
Product: Debt collection
Sub-Product: Other debt
Issue: Attempts to collect debt not owed
Sub-Issue: Debt is not yours
Full Complaint:
My XXXX XXXX XXXX daughter, while away at school, was the victim of a financial scam. We have notified local law enforcement & the university. The complaint is that USAA Fraud without contacting anyone in the familly made an adverse action and has sent her to collection. USAA in bad faith has refused to provide us with a direct number to ” Fraud ‘ stating that there is none. They also intially offered us an ” appeal process ” and then stated there is no ” appeal process. ” We have spent over 30 days trying to contact them to provide them with any information they needed to reverse their collection action. USAA has acted in bad faith and has refused to address this issue with us. The only people that ” would answer their phone ” was Collection. The few front line staff that does answer the phone stated that they see this all the time, USAA is aware of it, they do not care and they refuse to take any action to protect their customer, the consumer.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: April 9, 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: Other features, terms, or problems
Sub-Issue: Problem with balance transfer
Complaint Tags: Older American, 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.