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 19, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: WY
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
Full Complaint:
On XX/XX/XXXX – XXXX, we were in XXXX XXXX, CO babysitting our grandchildren ( ages XXXX & XXXX ), their mother was at a XXXX inservice and there was no school for children. On XX/XX/XXXX miles away, someone made {0.00} withdrawal at an ATM in XXXX XXXX, CO. We have another charge on the our credit card to show we ate breakfast in XXXX XXXX , and yet another charge at XXXX XXXX XXXX on a debit card at XXXX ( debit card is from our local credit union ), which shows we were in XXXX XXXX.
We discovered this fraud charge on XX/XX/XXXX and called USAA immediately. USAA FSB VISA made an immediate adjustment and a new credit card was issued to my wife. We thought this was over, however, on XX/XX/XXXX, a rep from USAA Fraud called and left a voicemail to return a call. We thought it had already been taken care of, however, my wife returned the call and left a message. USAA did not return the call until XX/XX/XXXX, which was a voicemail asking for another return call. My wife returned the call on the XXXX, however, the rep did not pick up and she left a second voicemail.
When my wife was unable to connect with the fraud rep, I checked my USAA credit card online, and the charge of {0.00} had been reapplied. I called the USAA Fraud rep extension and left a voicemail ; I did not receive a call back. During the week of XXXX XXXX, we received a document asking us to swear to the fact that we did not make the alleged charge ; we signed the document asserting we DID NOT make the charge. Since that time, I have called USAA multiple times without any success. USAA Credit Card Service can not talk to the Fraud Dept, only leave an email?? Nobody has ever called us back or offered to resolve the fraud. On XX/XX/XXXX, I sent a registered letter to the XXXX of USAA detailing the calls and people we have talked to at USAA, no response was received ; I have the USPS Return Receipt to show it was received.
We never went to XXXX on XX/XX/XXXX, or made a withdrawal on our credit card. We are both XXXX years old and we would never drive three or four hours with our grandchildren in the back of our car to make a cash withdrawal from an ATM XXXX miles away roundtrip.
Complaint Tags: Older American, Servicemember
Response Type: Closed with explanation
Date of Complaint: May 19, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
Product: Credit card or prepaid card
Sub-Product: General-purpose prepaid card
Issue: Problem with a purchase or transfer
Sub-Issue: Overcharged for a purchase or transfer you did make with the card
Full Complaint:
The USAA FSB denied me a reasonable investigation of my dispute of an XXXX charge of {0.00}. They claimed in their response that they did not receive my written statement. Indeed I wrote a statement on XXXX XX/XX/2020 and attempted to upload it via USAA websites Upload Documents feature. I am attaching my written statement submitted to USAA on XX/XX/2020 to this complaint. It is my understanding the upload of my written statement to USAA on XX/XX/2020 was successful.
The USAA in its response did not describe the circumstances of my dispute correctly and in sufficient detail. The USAA did not describe the cancellation of my original ticket by XXXX and the fact that I had to pay additional {0.00} to book a new ticket under duress. I was in XXXX XXXX and my original ticket was cancelled without my consent. The CFPB and USAA FSB must understand that this is an unlawful and unfair practice.
I request that my complaint be reviewed by CFPB and USAA be sanctioned for the lack of a reasonable and fair investigation of my dispute v. XXXX charge of {0.00} which was made under duress.
I also wrote complaints to USAA XXXX XXXX XXXX to which the USAA did not respond. If they did not receive my written statement through the upload feature of their website, they could have specifically let me know in a timely fashion. Now months later after I uploaded my written statement and supporting documentation it appears that the USAA does acknowledge receipt of other documents I submitted. One of them was a notice of cancellation of my original tickets.
I request the USAA be investigated and sanctioned for its conduct.
I request a review of my complaint by a CFPB supervisor.
The USAA now says that I used the ticket but they fail yo say that it was not the original ticket that was used and that I was forced to pay {0.00} under duress to book a new ticket.
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 18, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MA
Product: Vehicle loan or lease
Sub-Product: Loan
Issue: Struggling to pay your loan
Sub-Issue: Denied request to lower payments
Full Complaint:
Usaa not willing to work with me regarding my auto. Was already behind on payment then out of work due to catching covid 19. Filed complaint here and spoke to usaa who started they will only work with individuals who are up to date on payments. This is very similar to usaa taking stimulus payments of their customers. Usaa is not friendly to this whom they service and need to be investigated.
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 19, 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: May 19, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NV
Product: Checking or savings account
Sub-Product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-Issue: Transaction was not authorized
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: May 19, 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: Improper use of your report
Sub-Issue: Reporting company used your report improperly
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: May 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: 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 IS GUILITY OF OBSTRUCTION OF JUSTICE. 1 ) USAA Refuses to provide Documentation upon Completion of Fraud Investigations per Statue. 2 ) USAA does Not Resolve Fraud within 2 billing periods per Statute. 3 ) USAA does Not Provide Timely Fraud Credits per Statues. 5 ) USAA posts SURPRISE FRAUD CREDITS XX/XX/XXXX {0.00} HIDING DOCUMENTATION OF SPECIFICALLY WHAT TRANSACTION DATES FRAUD IS CREDITING ON WHICH CARD per statues. I have requested numerous times TO NO AVAIL. 6 ) USAA COLLECTS ON ID THEFT against Statue. See attatched XX/XX/XXXX FRAUD CLAIM DATE XX/XX/XXXX {0.00} UNAUTHORIZED TRANSACTIONS COMPLETED FRAUD INVESTIGATION. USAA Is this what the surprise credits are for XX/XX/XXXX?? IS USAA FINALLY PAYING FOR FRAUD THEY HELD ME LIABLE FOR FOR TWO YEARS?? THE ACCOUNT THAT DESTROYED MY CREDIT?? THE ID THEFT case XXXX??? USAA IS PROVIDING FRAUD CREDITS TWO YEARS LATE AND REFUSES TO DOCUMENT. Why????????????? ( 6 ) STATUES BROKEN WHY IS USAA ABOVE THE LAW ON ALL 6????
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 19, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NJ
Product: Payday loan, title loan, or personal loan
Sub-Product: Installment loan
Issue: Getting the loan
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: May 20, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: PA
Product: Money transfer, virtual currency, or money service
Sub-Product: Domestic (US) money transfer
Issue: Money was not available when promised
Full Complaint:
i havent received any money put on my card, i called customer multiple times and havent been able to reach anyone ive been on hold for longer than 4 hours. im depending on this money in order to survive with paying my bills and everything please email me back at XXXX XXXX XXXX XXXX to let me know ways you guys can help me. thank you
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: May 19, 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: Banking errors
Full Complaint:
USAA stopped follow reg E due to their contract with Visa this is not a Government mandated change but an internal policy that does not follow government laws. This is confirmed by the recorded call between myself and XXXX XXXX XXXX Advocacy Advisor for USAA.
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.