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: August 18, 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: Banking errors
Full Complaint:
I am a thirty year member of USAA. On XX/XX/2020 while traveling in XXXX, I submitted a claim for a credit dispute where a vendor did not provide the services I paid for and could not be reached. USAA had requested a cancellation date and there was none because the vendor could not be reached which I stated clearly in the documentation.
USAA closed my case and failed to accept my communications or communicate clearly with me about its reasons.
When I returned from being locked down in the XXXX XXXX I called USAA on XX/XX/XXXX and was told they would reopen my case. They did not and I subsequently spoke with 9 different people who all told me different things including 3 in their highest customer complaint offices, the CEO ‘s Office. On XX/XX/XXXX I was told by a claims analyst named XXXX that all USAA transaction disputes must have a cancelation date and on XX/XX/XXXX I was told by XXXX XXXX of the CEO ‘s Office that all transactions must have a cancelation date and nothing further would be done on my case by USAA. I question the veracity of this since it flies in the face of all logic given that many disputed transactions do not involve a transaction in time in this manner.
More to the point, again : since the reason for the transaction dispute was that the vendor was unreachable, there was no way to cancel my transaction. I told XXXX XXXX that this is USAA ‘s error and not mine and therefore USAA should reimburse me. He denied this request as well.
I have since noticed that USAA has been penalized XXXX XXXX dollars for failing to honor customer stop payment requests. Clearly USAA did not reimburse these customers either and makes a habit of this type of offense and has done it again with me.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: August 14, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Vehicle loan or lease
Sub-Product: Loan
Issue: Managing the loan or lease
Sub-Issue: Billing problem
Full Complaint:
USAA, motorhome loan.
Tried to pay monthly loan for mY motorhome check was sent back to me. I did not have the account number, due to amount before was taken out of the checking account auto by USAA. I contacted the company and was told since I could not answer all the security question from phone calls USAA was not able to help. I am not getting any where and need help with this. The longer this motorhome monthly payment is not paid the total amount I will have to make up will be extremely hard. I am going threw a divorce.
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: August 18, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: RI
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 complaint is the result of an isolated error
Date of Complaint: August 14, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-Issue: Problem during payment process
Full Complaint:
I have a loan with USAA SVG BK. I have always made my payments on time. For some reason I realized that there was a late payment on my credit report. As you can see, I have always had a stellar payment record with this company. I tried contacting XXXX, XXXX, XXXX, USAA SVG BK with no successful resolution. There was definitely an error on their part.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: August 18, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-Issue: Application denied
Full Complaint:
My son is a member, I have a Power of Attorney to access his account.
2 years ago our son opened a USAA secured credit card. At the time, we were told by the rep if he makes 2 years on time payments, the deposit would be released and he would be issued an unsecured card.
He just applied to graduate from secured to unsecured and he was denied. The adverse action form indicated he has a XXXX FICO score but that he was denied for having insufficient credit trade lines. The customer service rep did indicate he had a perfect payment record during the 2 years.
This seems like a bate and switch. We would have never signed up for a secured card if there was any doubt USAA wouldnt hold up their end of the bargain.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: August 19, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AZ
Product: Debt collection
Sub-Product: Credit card debt
Issue: Written notification about debt
Sub-Issue: Didn’t receive enough information to verify debt
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: August 17, 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 making or receiving payments
Response Type: Closed with monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: August 18, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NC
Product: Money transfer, virtual currency, or money service
Sub-Product: Domestic (US) money transfer
Issue: Fraud or scam
Full Complaint:
On XX/XX/XXXX, I went to look at my checking accounts on my banks ( USAA ) website. I was unable to login and received a message to call the fraud department. When I called the number provided on the message, I was informed that I was speaking with the fraud department and my account had been compromised. I was told I needed to allow USAA to wire the funds ( {000.00} ) to another account. The person had all of my personal information. While I was speaking to the person I thought was USAA i received a text asking if I authorized a wire and to call them. I did NOT respond to the text with a yes, but instead called USAA to which I found out I was the victim of a scam/fraud. I was initially told that a request was sent to the fraud department for investigation to get the money returned. I was told it would take 2-5 business days to complete. I have called and followed up multiple times and continue to get the run around. I ask to speak a supervisor and I cant get one on the line. Each customer rep tells me that they dont see notes about my fraud case. It is now XX/XX/XXXX and nothing has been resolved nor have I received correspondence/communication from USAA on the matter.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: August 18, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AL
Product: Checking or savings account
Sub-Product: Checking account
Issue: Closing an account
Sub-Issue: Company closed your account
Full Complaint:
USAA closed my account but they didn’t send me all my money. They overnighted {00.00} of my money but I had {00.00} left in my account. I don’t appreciate them not sending me all the money that was in my account. They knew I had {00.00} but only chose to send me {00.00}.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: August 17, 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: Incorrect information on your report
Sub-Issue: Information belongs to someone else
Full Complaint:
On XX/XX/XXXX I received an email from my credit monitoring company that a collection account was added to my credit and my credit score dropped by 108 points as a result. The account is an account that was opened by my ex husband either alone or with his ex wife in XXXX which was 6 years before we met and 7 years before we married. He added me as an authorized user to his main USAA account so my paychecks could direct deposit into his checking account and the account showed as an individual account on his credit up until he recently filed for bankruptcy. After the credit card company processed his bankruptcy they then changed the account without my knowledge or consent from me being an authorized user to a joint account holder deciding i was liable for the account since they couldn’t collect from him. I never agreed to be a joint card holder nor did I agree to be responsible for his debt. This account has been past due since XXXX and was not deemed mine by USAA until my ex filed bankruptcy so they couldn’t collect from him. Since this was solely his account and from prior to our marriage even our divorce paperwork shows its solely his account. I contacted USAA and they told me this has happened so many times when they add an authorized user and make an error and put them as joint owner without their permission that they dont even allow authorized users anymore. I provided USAA, XXXX and XXXX all with a copy of my marriage certificate to show we were married 7 years after this account was opened and a copy of my divorce court paperwork to show this is only his account and a letter explaining the situation and they refuse to remove it fro my credit. I did not sign agreeing to be a joint owner of this account and did not agree to it verbally.
Response Type: Closed with non-monetary relief
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.