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 27, 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
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 25, 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: Problem with a credit reporting company’s investigation into an existing problem
Sub-Issue: Their investigation did not fix an error on your report
Full Complaint:
I am a victim of identity theft. Due to the Corona Virus Pandemic, we are all facing which has me sitting still at home and I saw the recent news about the multiple XXXX Data breaches. I decided to look at my credit reports from the 3 major credit bureaus and found that someone had used my Identity. I have no idea how the theft took place. I also have no knowledge of any suspects. I did not receive any money, goods, or services as a result of identity theft. I contacted the Credit Bureau and told me to file an Identity Theft Report which I am doing. I appreciate your effort in getting this matter resolved. Thank you. Please let me know if you need any other information from me to block this information from my credit report. Thank you.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: August 26, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Checking or savings account
Sub-Product: Savings account
Issue: Managing an account
Sub-Issue: Deposits and withdrawals
Full Complaint:
on XX/XX/2020 i submitted a complaint about usaa federal savings transfering XXXX from my savings account to my checking account then wire transfering XXXX to an individual without my verbal permission. refer to complaint # XXXX when i realized this was a scam i called the bank and told them that my identify had been compromised.to please my accounts. a lady named XXXX at ext XXXX answered my call and did not freeze my accounts. i was not given a chance to stop payment on any of this. i spent a lot of time trying to resolve this. even after the bank closed the investagation i kept trying to resolve this scam and get my money back in my savings account. i have spoken to XXXX XXXX at ext. XXXX and XXXX XXXX at ext. XXXX they keep blaming me for giving security imformation to the scammer. i did not do this. on about XX/XX/XXXXi emailed ceo XXXX XXXX for help with my situation. on XX/XX/XXXX i reseived a call from the ceo office. i dont remember the ladys name i talked to but we discussed the case. in the discussion it was revieled to me that XXXX had not followed proper protocall. this was never brought to my attention. this bank was hideing this. also it has been brought to my attention that this bank has been giving out my saving act # instead of my checking. this was revield in a 3 way call with usaa.
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 26, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Checking or savings account
Sub-Product: Checking account
Issue: Problem caused by your funds being low
Sub-Issue: Bounced checks or returned payments
Full Complaint:
On XX/XX/XXXX and XXXX, XXXXhree checks of ( {00.00} ), ( {00.00} ) & ( {00.00} ) were deposited into my bank account and were later found to be UTL ( Unable to locate account ) then were returned with fees. Also, a XXXX to a fake name XXXX XXXX XXXX XXXX XXXX to various numbers were sent out. I described that these were scams to USAA phone representatives and provided information of the scammers including names, phone numbers, social media accounts and addresses that I had to hunt for. All in all they said I’m held liable when this was unauthorized. I asked if I could dispute those charges and was told yes by one representative days go by I hear nothing. I ask again and I get told no by another. I started a fraud claim and ultimately got told that I’m held liable. I have contacted the numbers and emails to try to get these scammers to refund the money back but of course they did not budge. My accounts are now negative over – {00.00}, restricted to only credit and I have bills and other things to pay for. I could potentially lose my job and car due to this. The final option given to me was to take a loan from them or somewhere else and that will put me in more debt than before. I have so much evidence but my bank is not investigating further into this.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: August 27, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NM
Product: Money transfer, virtual currency, or money service
Sub-Product: Domestic (US) money transfer
Issue: Other transaction problem
Full Complaint:
On XX/XX/2020, I recevied a phone call from USAA about suspcious activity on my account. I was busy and did not see my phone ringing, I phone USAA back within the hour. I was told by the banking representative that day that XXXX dollars was transferred out of my account via XXXX. We ( me and that representative ) walked through the steps of securing my account again and submitting a fraud investigation in order to have my funds returned to me. On XX/XX/XXXX, I spoke to another representative from USAA about my acccount having a restriction on it that only allows the deposit of XXXX dollars at a time over mobile deposit, I learned then that USAA had determined the previously mentioned XXXX fraud claim as my responsibilty and was punishing me for it. That representative and I opened a appeal of that fraud claim, I was sent a notice on the XXXX that once again, they determined that no fraudaulent activity has been found. I phoned in again today ( the XXXX ) to ask for the documentation supporting their decision. The documentation was unavailable and i’m waiting to receive it.
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 27, 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
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 27, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Checking or savings account
Sub-Product: Checking account
Issue: Problem caused by your funds being low
Sub-Issue: Overdrafts and overdraft fees
Full Complaint:
I went on FMLA with my work and I was short on funds to cover an OD on my account. I advised USAA of this FMLA.
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 26, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AL
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
Full Complaint:
On XX/XX/2020 I made a purchase on the internet for a game console. The shipping was never confirmed through email so I reached out to the seller. With no reply from the seller I called USAA ( our personal bank ) to resolve the issue. The representatives encouraged me to file a dispute that would stop any further transactions and refund my money back. The representative for USAA said they would do a investigation and I would be contacted for evidence. Days later I get a phone call from the claims department of USAA requesting evidence. During this time frame I had received said package and it did not fit the description of what I ordered. I took pictures of the contents of the package for further evidence. USAA told me to send the package back to the seller and show proof. Once I mailed the package back and submitted all the evidence I was contacted again by USAAs dispute department after calling leaving a message for them to contact me. This phone call I was told I would need a second opinion letter in order to even submit my claim. The second opinion letter was to determine if what I received on the package matched the description. The evidence I had already submitted prior clearly showed this was NOT what I had ordered. I reached out to two different businesses for the second opinion letter both of which told me it was ridiculous that a bank would make this kind of requirement with submitted evidence I had already given. Neither business wanted to involve themselves with the bank due to not wanting to have legal issues. I contacted USAAs claims department back again to explain the requirement for the letter was not necessary due to already submitting the previous evidence pertaining to the case and no business would write the letter and get involved in a potential lawsuit. USAAs dispute team representative then told me the letter was not even going to be looked at it was just required. If the letter they are requiring is not even going to be read in the investigation then why is it being required to finish the investigation?! I have called USAA, reached out to them on XXXX and social media to expressed my frustration to them with no avail. The steps to protect your financial assets are just not there. This is a financial institution who thousands of our current soldiers and veterans look to for financial protection. Very disappointed to know USAA does not have Americas heroes best interest at heart.
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 26, 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: Funds not handled or disbursed as instructed
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: August 27, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: None
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Problem using a debit or ATM card
Complaint Tags: Servicemember
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.