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 30, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MA
Product: Vehicle loan or lease
Sub-Product: Loan
Issue: Managing the loan or lease
Sub-Issue: Billing problem
Full Complaint:
Usaa has blocked my access to manage and maintain the loan. I reduced my scheduled payment. Once they give me my access to the loan back I will submit more payments. USAA has deceptive and unfair practices. Their banking division needs to be looked into by federal authorities. I can see how blocking access to an account to the account holder is legal.
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 30, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MA
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 complaint is the result of an isolated error
Date of Complaint: June 30, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: PA
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 explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: June 30, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AZ
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/2020 I was notified via text alert from USAA of suspicious activity on my credit card. I checked online to discover two fraudulent charges : the first for {.00} and another for {00.00} made right after for a total of {00.00}. I immediately called USAA to report the fraud and change the credit card number. During the call with the credit card department, I was assured that this issue was handled. An adjustment was issued for the full amount.
On XX/XX/2020, the full amount of the fraudulent charges was once again charged back to the account by USAA. I submitted a signed statement saying the charges are fraudulent. A few lengthy calls revealed that the fraud department employee had determined the fraud charges were my own doing since I was in possession of the card. The credit card department claimed I didn’t answer two calls from the fraud department and therefore I am responsible for the fraudulent charges.
After being assured that the case was being reopened, I recieved a credit card statement for the account with a monthly payment due for the fraudulent charges. A call with the escalations team revealed that the fraud department had incorrectly determined the charges to be legitimate since fraud is committed with fake cards and other means. Concerned about the payment due amount being reported on my credit report, I was assured that the fraud department would call me within 5 business days to gather information.
I have recieved no communications from USAA regarding my fraud case. Payment is due in 4 days and I am left on the hook for a scammer ‘s greed. USAA has a zero liability policy for fraud, but only if they can correctly assess the charges to be fraudulent. USAA needs to get these fake charges off of my account!
Response Type: Closed with monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: June 30, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-Product: Credit reporting
Issue: Incorrect information on your report
Sub-Issue: Old information reappears or never goes away
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.