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: May 4, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AZ
Product: Checking or savings account
Sub-Product: Other banking product or service
Issue: Managing an account
Sub-Issue: Funds not handled or disbursed as instructed
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: May 1, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: HI
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: May 1, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: OR
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:
When we were looking to start using credit cards to help build our credit we contacted USAA to see what options they had. The rep we spoke with told us our best option was their secured credit card. The benefit was after 2 years of payments we would be moved to an unsecured card and our deposit would be returned to us. We chose to do this since we really wanted to build credit. We had to call today to say we didn’t want our deposit to roll into a CD and we wanted to withdraw it and to ask how the procedure was moving forward. ( Did we need new cards or anything else that we needed to do since our 2 years was up. ) The woman on the phone said we don’t do secured cards anymore so you’ll have to reapply ( dinging our credit again ) if we chose to withdraw our money. I asked her if she was really telling me that after we had done everything that was asked of us USAA was not going to follow thru on end of our contract. She put us on hold for quite awhile while she spoke with another department and came back. She had no explanation except that we had to reapply. I again asked the same question and she started beating around the bush so I stopped her and said it’s a yes or no question and she no they would not be honoring the terms of the agreement. I advised that it would be in her best interest to get me a supervisor. Guess what, no supervisors were available and no one in ERT ( whatever that is ) was available either. She said she was putting in for an emergency call back from a supervisor. I said they will call today, correct? The CD will renew tomorrow and the decision has to be made today. She said she making it urgent. I again said they will call today correct. She said I am hanging up to get someone right now. It is now 2 hours later and no phone call and they are closed. No call. Not surprised. USAA has gone downhill since their new CEO has taken over. We are XXXX XXXX XXXX and can not go thru having our credit dinged more than it already is getting dinged right now by the federal government and banks to help out in the shut down. We chose USAA because of the program that they described to us and we did what was asked of us. They should be following thru and doing their part now that the 2 years are up. We have seen them break federal and state laws when it comes to insurance and have moved our insurance from them and now we see they think they are above the law in banking also. We hope that you will help us to let them know they are not.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: May 4, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Debt collection
Sub-Product: Credit card debt
Issue: False statements or representation
Sub-Issue: Attempted to collect wrong amount
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: May 2, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-Product: Credit reporting
Issue: Incorrect information on your report
Sub-Issue: Account status incorrect
Full Complaint:
We received an email notification from XXXX XXXX notifying us that our USAA / XXXX XXXX account Was ypted on our credit report XXXX and XXXX was noted Past Due! We immediately check the credit report and it was noted the the XX/XX/2020 was 30-59 days late for the amount of {00.00} …. we immediately called USAA/ XXXX and inquired as to why they reported the last payment received was on XX/XX/2020 … We were told that we were never late ever and that I even reiterated a payment that was by their doing was incorrectly posted to reflect just a ” principal payment! ” I was assured it would be handle quicker than the 30 day time, ( 12 days ) and that I would receive an email confirmation for my records of the error in posting within 15 minutes of speaking to customer service … no email receive, it’s been 24 hours … The contact information is : USAA/ XXXX XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX USA ( XXXX ) XXXX
Complaint Tags: Servicemember
Response Type: Closed with explanation
Date of Complaint: May 1, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: SC
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 monetary relief
Public Response:
Company believes complaint represents an opportunity for improvement to better serve consumers
Date of Complaint: May 1, 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:
see attatched USAA FRAUD TRANSACTION LETTERS dated XX/XX/XXXX XXXX {0.00} XX/XX/XXXX XXXX XXXX {0.00} USAA CUSTOMER SERVICE SUBMITTED THESE AS FRAUD XX/XX/XXXX. WHY? WHY? THESE ARE RETURNED GOODS PURCHASED XXXX AND PAID ** BY MERCHANT XX/XX/XXXX ** BEFORE CLOSING DATE OF XX/XX/XXXX STATEMENT. see attatched XX/XX/XXXX statement. ** THERE ARE NO USAA CREDITS TO REVERSE. I DID ** NOT REPORT FRAUD ON THESE RETURNED ITEMS EVER! USAA REVERSED ONLY CREDITS ON ACCOUNT MERCHANTS {0.00}. PAID XX/XX/XXXX. ( ** THIS RESULTED IN ** UNEARNED FRAUD REVERSED CREDITS. ) See attatched XX/XX/XXXX STATEMENT. IT CONFIRMS TRUTH. This created NEW PURCHASES ON XX/XX/XXXX. ** I DID NOT PURCHASE WHAT I RETURNED!! USAA OWES ME THE {0.00} FROM XX/XX/XXXX.
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: May 3, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA
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:
I placed an order with XXXX XXXX of Illinois in XXXX that should have shipped early in XXXX. The order never shipped and in XXXX I disputed the charge with my credit card provider USAA. USAA refused the chargeback as the business claimed that they were impacted by Covid 19, which may be true but they have taken my money and I received nothing in return and the plants can not be shipped at the appropriate time as the planting windows has passed.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Date of Complaint: May 4, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: WA
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Deposits and withdrawals
Response Type: Closed with explanation
Date of Complaint: May 1, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AR
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
Full Complaint:
From XX/XX/XXXX up until XX/XX/XXXX I was struggling to pay my credit card bill with USAA. I contacted them and tried to work out and agreement and they neglected to help, telling me that fees and interest would still accumulate and late payment fees as well. And they eventually closed my account. So XXXX of XXXX came around and I received a notice of interest continuing to be charged on my closed USAA account. I contacted them and made them aware of this matter and that I had been laid off due to the Covid-19 virus. They further neglected to help, stating, fees will continue to accrue until the account was paid in full. As a XXXX, I feel discriminated against for something that was out of my control. USAA definitely doesnt care, and is continuing to charge me fees, interest, and late payments on this closed account.
Complaint Tags: Servicemember
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.