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: June 26, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MS
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Struggling to pay your bill
Sub-Issue: Credit card company won’t work with you while you’re going through financial hardship
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: June 25, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NC
Product: Checking or savings account
Sub-Product: Checking account
Issue: Closing an account
Sub-Issue: Can’t close your account
Full Complaint:
USAA is refusing to close out a joint checking account that I have with my ex girlfriend listed as a secondary. There are no fees associated with the account, no automatic payments, no overdraft protection, no balance, and no recent activity on the account. The representatives have only given me the reason that they want to talk to her about ” another bank matter ”. This stands in violation of the Depository Agreement. I have a chat transcript with a representative for USAA indicating that they are not willing to close the account on this basis and that the account has been cleared for closure in all other regards, ” With my report made, and having qualified the account for closure. Was there anything else I may look into for you today, Mr . *****? ”
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: June 26, 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: Incorrect information on your report
Sub-Issue: Account status incorrect
Full Complaint:
See attatched XXXX Credit Report USAA ( Account XXXX ) Date Closed XX/XX/XXXX Sold/Transfered Deliquent ** IS STILL OPEN See attatched USAA Mastercard Statement Account ( XXXX XXXX XXXX XXXX XX/XX/XXXX with a balance of {0.00}?????? What is going on? AND WHICH ACCOUNT OPENED THE VISA XXXX AUTOMATICALLY WITHOUT MY AUTHORIZATION?
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: June 26, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NM
Product: Checking or savings account
Sub-Product: Other banking product or service
Issue: Managing an account
Sub-Issue: Problem accessing account
Full Complaint:
Hello, This week, i have been challenged by USAA to provide my income level, and my total net worth, and asked if I am a member of a foreign army or government.
They veil this as ” US Patriot Act ” and its the law. The US PATRIOT act doesn’t call out anything about personal income, nor Net worth. Especially due to the fact that I’ve been banking with them for four decades, how would I be under this ” alleged ” scrutiny anyway being a natural born citizen.
They threaten that if in the 3 logins allowed, now they have provided this web pop up stating that I will lose all my online access to my accounts unless I comply. It’s a 100 % online banking entity. This is essentially stealing my money by disallowing me access, to the money I rightfully earned and own.
Please help. They have a recent and even extended history of bullying and forcing their patrons into positions of financial disadvantage, and even illegal activity.
Please help!
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: June 26, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
Product: Debt collection
Sub-Product: Mortgage 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: June 26, 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:
This complaint is in regards to credit card dispute of XX/XX/2020 for {0.00}.
On XX/XX/2020, USAA informed me that they will refuse to refund {0.00} from XXXX XXXX ( XXXX ) for a cancelled airline ticket reservation because the COVID-19 pandemic.
USAA refuses to issue a written guarantee to refund the money if XXXX XXXX files for bankruptcy or there is no vaccination available by the time the voucher expires.
USAA is enabling XXXX XXXX to apply 2 sets of standards because of the pandemic. One for XXXX XXXX in order to get exceptions & breaks, in addition to federal financial assistance. The other is for USAA members/consumers as myself by taking my money to use it as collateral for additional financing and warrants.
The COVID-19 pandemic is a clear force majeure event. A force majeure entails both parties effectively voiding a contract and being returned to their previous position. It doesnt allow one party ( XXXX XXXX ) not to perform while still keeping the money. This unearned money in the books is being used as collateral for additional financing and warrants. XXXX XXXX carries chargeback insurance.
USAA ( and XXXX XXXX ) are disregarding the Fair Credit Billing Act and Truth in Lending Act. The chargeback mechanism exists primarily for consumer protection. Holders of credit cards issued in the United States are afforded reversal rights by Regulation Z of the Truth in Lending Act.
COVID-19 continues to be out of control in the US, including Florida. The Centers for Disease Control and Prevention ( CDC ) is clear : Because travel increases your chances of getting infected and spreading COVID-19, staying home is the best way to protect yourself and others from getting sick. It is highly probable that vaccination is not going to be available by the time the voucher expires.
In regards to credit cards disputes, USAA is NOT for its members, but for the merchants, such as XXXX XXXX.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: June 26, 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: Getting a credit card
Sub-Issue: Card opened as result of identity theft or fraud
Full Complaint:
See attatched USAA Mastercard Account XXXX XXXX Statement of XX/XX/2014 transactions {0.00}. I DID NOT CHARGE TRANSACTIONS. I DID NOT OPEN THIS ACCOUNT. WHAT HAPPENED TO THIS ACCOUNT? HOW? WHY? ARE THERE NO RECORDS THIS ACCOUNT EVER EXSISTED. WHAT IS GOING ON AT USAA?? HOW LONG HAS IT BEEN GOING ON? 1 ) What method was used to ACTIVATE THIS CARD? 2 ) What date was it activated to post these transactions? 3 ) How it was ” VERIFIED ” IT WAS ME? FURTHMORE : 4 ) USAA required under FCRA to have a copy of the Original Documentation a Consumer Application & Contract with my Signature to open this account as required under SECTION 609 a 1 A & SECTION 611 a 1 USAA have failed to provide Method of Verification as required under SECTION 611 a 7. This is in Violation of Federal Law. I DID NOT OPEN THIS ACCOUNT. I DID NOT ACTIVATE THIS CARD TO POST FRAUDULENT TRANSACTIONS.
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: June 26, 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: Incorrect information on your report
Sub-Issue: Account information incorrect
Full Complaint:
See attatched USAA 1099-C ( Account ( 4 ) XXXX ) CANCELLATION OF DEBT ( Closed XX/XX/XXXX ) credit limit {000.00} CANCELED DEBT {00.00}. See attatched XXXX Credit Report ” VERIFIED ” by USAA. USAA FRAUDULENTLY CHANGED ACCOUNT NUMBER TO Account. ( 5 ) XXXX Reported Sold Reported Date Closed XX/XX/XXXX Kindly Note credit Limit {000.00}. USAA REPORTS INFORMATION CHANGING ACCOUNT NUMBERS??? Kindly Note THIS ( ACCOUNT IS ( 4 ) XXXX ) credit limit {00.00} Opened XX/XX/XXXX?? How did the Cancelled Debt Account become a new Fraudulent Account to charge off?? DECEPTIVE UNFAIR FRAUDULENT CREDIT REPORTING
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: June 26, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Problem using a debit or ATM card
Full Complaint:
On XX/XX/2020 I purchased airline tickets with travel planned on XX/XX/2020 using my Checking Account Debit Card issued by USAA Federal Savings Bank. In XX/XX/2020 I contacted USAA and informed them that the airline had publicly announced that they were suspending flights on my reserved route. I contacted USAA and requested to dispute the charge. At that time USAA responded that the transaction was more than 30 days old and they could not dispute the transaction for that reason. On XX/XX/XXXX I contacted USAA and explained that airline tickets were often purchased in advance of travel and that I believed a waiver of the time limits was appropriate in this case. USAA agreed to re-open the dispute. On XX/XX/2020 the vendor, XXXX, notified me that the flight I had booked was cancelled. I requested that XXXX issue me a refund per US Department of Transportation regulations. XXXX stated that ” they were not issuing refunds ”. I contacted USAA and requested that USAA charge-back the transaction. USAA responded on XX/XX/2020 that ” … some merchants were required to cease their services due to the COVID-19 pandemic … ” and therefore USAA would not fulfill their fiduciary responsibility to their customer and would not charge back the merchant on my behalf. On XX/XX/2020 USAA sent me a new dispute resolution notice wherein they returned to their original position that the dispute was not timely placed.
I am also struggling due to the pandemic and on a fixed income. I do not understand why the bank would protect unscrupulous vendors to the detriment of their long time customers ( over 20 years ).
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: June 26, 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 USAA CREDIT CARD FRAUD CLAIM LETTER OF XX/XX/XXXX. Claim Date CONFIRMED XX/XX/XXXX {0.00} UNAUTHORIZED TRANSACTIONS. 1 ) What statement will I find ( {0.00} ** INCLUDED IN TOTAL CREDITS FOR THIS PERIOD.??? ) I have all statements XX/XX/XXXX until current. THERE ARE NO PERMANET FRAUD CREDITS APPLIED. ( Kindly Note USAA UNTIMELY FRAUD INVESTIGATIONS NOT DONE UNTIL XX/XX/XXXX A YEAR AFTER Claim Date XXXX XXXX ) NO USAA PERMANET FRAUD CREDITS PROVIDED XXXX Remember usaa policy of temporary credits that fall off and are NOT EVER INCLUDED IN TOTAL CREDITS FOR THIS PERIOD. They appear as ADJUSTMENT PURCHASES and are only Temporary until MADE PERMANET.
Complaint Tags: Older American
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.