August 2020 Complaints Against USAA

Compiled from Public Data by FairShake

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In 2020, the CFPB received 1592 complaints against USAA. USAA ranked Number 27 among all financial companies for the most complaints.

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Complaint Details:

Date of Complaint: August 6, 2020


State: MO

Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card

Issue: Closing your account
Sub-Issue: Can’t close your account

Full Complaint:
Copy of Letter sent to USAA Bank Attention Legal/Dispute Department : In XXXX of XXXX XXXX XXXX and I separated it was at this point I contacted USAA Bank to request that account that I was informed I was being held jointly responsible for with XXXX XXXX to be closed. I was advised that because he was the primary on the account I could not close the account until I had a divorce decree. Although this seemed completely unfair and quite simply ridiculous I agreed. In XXXX of XXXX the divorce was finalized I sent all required documentation to USAA requesting the account be closed immediately and my name be restored on all accounts. Time passed and my maiden name was restored to my accounts and I no longer saw the account that I was an authorized user on ; at that point the balance was {00.00}. My assumption was that since my name was restored and the account was not listed for my view that the situation was rectified. Fast forward seven years XXXX XXXX contacted me and advised me he was filing bankruptcy which confused me because we have no business dealings together. He advised me that he was allowed by USAA to reopen the account and my name was left on therefore I was going to be responsible for his debt. I immediately contacted USAA and spoke with several agents. XXXX employee # XXXX advised the account was closed but was in fact reopened at the request of XXXX XXXX because he was the primary? If that be the situation then my name remaining on the account constitutes fraud. I was then transferred to XXXX # XXXX who said the account was not reopened, it was never closed. Then she changed and said she couldnt tell what happened because the records did not go back that far and recommended I place a dispute online, as there was no one I could speak directly to resolve this issue. I attempted to place the dispute online but was having trouble because I did not have an account number so I called back and spoke with XXXX # XXXX who was helpful in navigating me through the dispute process and sent me a copy of all available statements so that I could prepare to attack this problem from a legal aspect if necessary. I updated all my contact information with XXXX and she assured me I would be contacted if this issue was not resolved. Fast forward to XX/XX/XXXX I received an alert from by XXXX XXXX that there was a negative posting on my credit bureau. USAA had placed a charge off on my credit. I was never contacted, never received any notification of the account and nothing stating my dispute was not valid. Again, I contacted USAA and spoke with several agents. After explaining the situation to XXXX # XXXX, I was immediately transferred me to XXXX # XXXX. XXXX advised me she saw no dispute on record. How is this possible when a representative assisted me in filing the dispute a year ago? She then transferred me to XXXX # XXXX, I wanted to speak with someone regarding this nightmare. XXXX advised me there was no one I could talk to. My options were to file another dispute online using account # XXXX or to send my dispute in writing. Since placing the dispute online was not effective in XXXX, I have elected to send a certified letter. She gave me the address and assured me if the dispute was sent certified that it would be signed for and the situation investigated.
So that brings us here. I do not understand why I was not allowed to close the account in XXXX of XXXX and I certainly do not understand why he was permitted to reopen the account after I closed it. Because he is the primary? I do not understand why this account is being allowed to impact my credit. I am a responsible adult. I pay my bills. I have good credit and work had to insure it stays that way. I am asking that this situation be reviewed, and a fair decision be made in consideration of all the facts.
I understand that had XXXX XXXX elected to stop paying the account when I requested it to be closed I would have been held responsible for that balance and in truth I would have paid it. I would not have been happy about it, but I would have handled my business.
I am asking to have the derogatory rating be removed in its entirety from my credit bureau and if it is determined that I owe the balance as it was when I requested the account to closed ; {00.00}. That the balance be transferred to one of my existing USAA accounts, displays in good standing and I be allowed to pay it over time as I would have been in XXXX.
I never used this account ; I never activated a card. All these facts I am sure you can validate with your records. What I am requesting is to be treated fairly. I have done everything the agents of USAA Bank advised me to do and yet here I am.
I will send a copy of this letter to each Credit reporting agency to document my dispute as well as the office of the Attorney General in the State of Missouri to ensure my objections are heard.
Again, all I am asking for is to be treated fairly. I look forward to speaking with someone from your department regarding these issues. Please be aware I work the night shift ; XXXX and will not be available during those times. I can be reached at any time XXXX at XXXX.
Thank you for your time.


Complaint Tags: Servicemember

Company response:

Response Type: Closed with non-monetary relief

Public Response:
Company believes complaint represents an opportunity for improvement to better serve consumers

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.