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 13, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
Product: Debt collection
Sub-Product: Credit card debt
Issue: Took or threatened to take negative or legal action
Sub-Issue: Threatened or suggested your credit would be damaged
Full Complaint:
XX/XX/XXXX I HAD NO VERIFYING QUESTIONS. USAA DELETED MY PROFILE CLAIMING THEY COULD NOT VERIFY ME ANYMORE AFTER 35 YEARS OF VERIFYING ME. XX/XX/XXXX USAA tried to take advantage of my age & disability tricking me into sending them my drivers license to RECOVER MY PROFILE they claimed. USAA OPENED AN ACCOUNT IN MY NAME I DID NOT OPEN. THEY CLAIM IT WAS OPENED BY PHONE WITH NO VERFYING PHONE NUMBER OR VERIFICATION IT WAS ME XXXX. USAA NEEDED MY DRIVERS LICENSE TO VERIFY I OPENED THE ACCOUNT. I SAW WHERE THEY WERE GOING WITH THE SUDDEN REQUEST OF MY LICENSE AFTER 35 YEARS. I DEMANDED USAA PUT THE REQUEST IN WRITING WHY AFTER 35 YEARS VERIFYING ME USING MY PROFILE I WOULD NEED TO RECOVER MY PROFILE. USAA REFUSES TO REQUEST THIS DOCUMENTATION IN WRITING. WONDER WHY IF SO NEEDED? USAA NOW SAYS THEY DO NOT NEED THE LICENSE SINCE THEY WOULD HAVE TO PUT THE REQUEST IN WRITING. HUH? I DO NOT TRUST USAA. I AM AFRAID OF THEM AS I WOULD BE A CRIMINAL. USAA PROVIDED FRAUD CREDITS {0.00} XX/XX/XXXX FROM FRAUD OF XX/XX/XXXX. TWO YEARS LATE!! XXXX USAA DESTROYED MY EXCELLENT CREDIT COLLECTING ON THIS ID THEFT. I WILL NOT ALLOW MY HEALTH TO BE DESTROYED FROM USAA ABUSE AFTERMATH OF THE LACK OF ID FRAUD THEFT RESOLVE ANYMORE.
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 12, 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
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 13, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: OH
Product: Payday loan, title loan, or personal loan
Sub-Product: Personal line of credit
Issue: Incorrect information on your report
Sub-Issue: Account status incorrect
Full Complaint:
I have applied for a personal loan with USAA on XX/XX/2019. On XX/XX/2019, I attempted to pay off said loan. I called to pay it off but was instructed to submit the payment online. I did so and the account reflected XXXX balance in 2 days. I also received a letter that the loan was paid off ( attached ). I did notice however that the funds were not withdrawn from my checking account. I called to inquire from the bank regarding the reason funds were not withdrawn and they confirmed that according to their records the loan was paid off. I continually checked for 3 weeks, and the loan balance continued to reflect XXXX balance ( I last checked on XX/XX/XXXX, and the balance still reflected XXXX ). I then traveled internationally for a few weeks ( but checked by voicemail and e-mails regularly ). Upon my return and on XX/XX/XXXX, I received a call from a collection department stating my loan was delinquent. I was surprised and stated that I received no communication ( letters, emails, or calls ) from the bank stating such problem. They declined to admit any wrongdoing. I paid the loan off immediately. However, when I checked my credit report, I noticed USAA had reported me to the credit bureaus which negatively impacted my credit history/score. I called them and stated the amount of effort I took to insure this loan was paid and the lack of effort of their behalf to communicate with me. I asked them to reverse the credit reporting, to which replied, ” sorry there is nothing we can do ”. I have contacted their customer service department and e-mailed their board of directors, without any responses.
I am a XXXX XXXX XXXX, a practicing physician, a responsible citizen, and a XXXX loyal customer of that institution ( with no history of any delinquent payments ). I have an immaculate credit history. This is the only negative mark on my credit report, and this can cost me dearly over many years.
I wish to reach a resolution with USAA.
Complaint Tags: Servicemember
Response Type: Closed with non-monetary relief
Public Response:
Company believes complaint is the result of an isolated error
Date of Complaint: May 12, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: OR
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-Product: Credit reporting
Issue: Incorrect information on your report
Sub-Issue: Personal information incorrect
Full Complaint:
On XX/XX/2020 a fraudulent, full ID theft occurred, as a transaction initiated with USAA resulted in a withdrawal from my checking account with XXXX XXXX.
An amount of {00.00} was taken out of my XXXX XXXX checking account.
The information identified that the amount was taken by someone who gained access to my personal information with USAA. I was sent an alert by USAA, but I did not pay attention to the full information and action necessary on the e-mail. My fault. The perpetrator used an umfamiliar computer and USAA sent me a message, again, which I did not pay the necessary amount of attention to. There was an e-mail telling me that my e-mail address change was being requested. I did not follow the information provided and immediately call. This was a costly error on my part. I was uncertain if the source was real and wanted to avoid a spam occurrence on my computer, or be subjected to a phishing occurrence. So, I simply deleted the e-mails. Wrong action, 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: May 13, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
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:
XXXX has been reporting credit debts on my credit report for years. These cards did not and do not belong to me. We have talked with USAA, the company in which the cards were issued from. USAA has contacted the credit Bureau explaining the situation and has requested for these cards to be removed. I have filed several disputes over the years to have these reports removed and XXXX still has not removed them. Please check the date ‘s and information on attachments to see the amounts and date for BOTH credit cards from USAA.
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 13, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: PA
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: May 13, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
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:
See attatched FTC ID THEFT case XXXX. I began experiencing UNAUTHORIZED CHARGES on two credit card statements, USAA CREDIT CARD & XXXX CREDIT CARD XXXX XX/XX/XXXX. See attatched XXXX XX/XX/XXXX LETTER XXXX CONFIRMING UNABLE TO LOCATE A CREDIT FILE. These requested documents were sent to XXXX 2 times & TO NO AVAIL?? ( How can a credit score on me from XXXX be ACCURATE WHEN CLEARLY THEY HAVE NO FILE ON ME?? ) ** I HOLD XXXX ACCOUNTABLE FOR THE ID FRAUD THEFT I HAD ON BOTH THESE CARDS JUST AFTER THEIR BREACH OF XXXX. ALL MY INFO IS SOLD ON BLACK WEB TO HAUNT MY FUTURE TRANSACTIONS WITH RISK. I am XXXX years old on limited income paralized hand XXXX I CAN NOT AFFORD THIS HUDGE LOSS. I AM A TARGET BY PROFILE WITH NO PROTECTION. XXXX XXXX PUT PROFIT OVER PRIVACY with GREED OVER PEOPLE XXXX NEEDS TO BE HELD ACCOUNTABLE AND PAY RESTITUTION TO CONSUMERS.
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 13, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: OK
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Deposits and withdrawals
Response Type: Closed with monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: May 13, 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 HAS FAILED TO CREDIT MY ACCOUNT IN THE AMOUNT OF {.00} TO MY CREDIT CARD # ENDING IN XXXX The Original Purchase for merchandise was in the amount of {.00}, as per the attached receipt from XXXX dated XX/XX/2020.
The {.00}, was the Amount for a Return of Merchandise per the attached receipt dated XX/XX/2020.
{.00} Purchase {.00} Return {.00} amount of my liability of the purchase after the return. Posted XX/XX/2020 On XX/XX/2020, USAA, posted a credit in the amount of {.00} for my merchandise return.
However, on XX/XX/2020, USAA reversed my credit in the amount of {.00}.
The Issue Remains That the Proof of the Return and Refund by XXXX by the Attached Receipt Was Not Refund to My Account.
I Am Still Due the Credit in the Amount of {.00}
Complaint Tags: Older American, Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: May 13, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: OR
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Deposits and withdrawals
Full Complaint:
My name is XXXX XXXX, I have several accounts with USAA. One account is a joint account with my wife and my XXXX year old daughter, XXXX. On XX/XX/XXXX my daughter had less than {.00} in her account. Someone gained access to her account login information and password. The made a deposit from home with a {00.00} fake check and made a scribble for the signature. That day my wife, XXXX, checked the accounts and noticed fraudulent activity. The hackers tried to purchase two {0.00} gift cards, the bank held {0.00}. USAA denied the two {0.00} charges, as well as about 10 smaller withdrawals. XXXX called USAA and notified them that there was suspicious activity and that the account needed to be frozen. On XX/XX/XXXX USAA paid out a {00.00} purchase for a gift card. We filed a fraud report, within a week we got a call saying that it wasn’t a fraud. We spoke with another supervisory rep they looked and said it sure looked like fraud and reopened the claim. Yesterday we got a call saying that USAA confirmed that someone said that they authorized the charges, but were not sure if it was my daughter or the hacker. USAA is trying to say that because someone had access to my daughter ‘s account, then we will be liable for the fraudulent charges. They even stated that they realize that it looks like fraudulent charges, but that they will still make us pay the stolen money.
Complaint Tags: 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.