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: September 4, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AP
Product: Payday loan, title loan, or personal loan
Sub-Product: Personal line of credit
Issue: Problem when making payments
Full Complaint:
I have a power of attorney set up with USAA Federal Savings bank for my sister to make payments and do all things pertaining to on an automobile and the automobile loan. ( I am in the military and have orders assigning me to XXXX XXXX. ) When the person called to set up automatic payments she was told that automatic payments were scheduled. The automatic payments never came out of the account. When she called to try to make a payment over the phone the company did not honor the POA. They did not allow her to make payments and constantly told her that the POA was not sufficient. This caused the account to become 90 days late and go to collections. I did not receive any documents in a timely manner to my current address to be able to address the missed payments before it was sent to collections. When I called to find out why the loan was sent to collections, I was told that they no longer have any information on the loan. They also could not tell me who to call to address the debt. When I received a letter from the collections agency I gave the information to my sister. The collections agency refused to speak with my sister or honor the POA. The collections agency told her that the debt was being sent back to USAA. The specialty department at USAA who supposedly took over the debt also refuses to speak to my sister ( POA ) to resolve the missed payments or allow her to make payments to resolve the debt. When I called USAA to get the information on who to speak to regarding why no one will allow my sister to my payments or access the needed information, I was referred to a specialty department that was closed. The fact that USAA has refused to honor the POA or allow my sister to make payments has resulted in the account to be 90 days late and sent to collections. This has damaged my credit score and is jeopardizing my security clearance with the military. USAA has two POAs on file. One was a POA specific to USAA and the latest POA was completed by the XXXX legal office. The latest POA has been attached to the complaint.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: September 7, 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: Problem when making payments
Sub-Issue: Problem during payment process
Full Complaint:
I have a {.00} and some credit card bill, with some extra, that comes to over {.00}. Sent check to pay for first time ( moved bill pay to another bank and since this is last payment, sent check rather than set it up ) for the account. Check wasn’t cashed, called, and they just threaten me with late fees or tell me to cancel the check ( $ 25+ fee for a {.00} check ). That was a stupid recommendation, that’s someone reading off the script and not thinking. USAA should have figured that out and written a script for the reps answering the phone by now for that situation. Second, they didn’t have the credit card acct # on it, so I get it back on Saturday saying they couldn’t apply it, but are threatening me with fees. USAA should have something in place where when they receive checks, they can figure that out. Not expect folks with NO branch ( they removed it a couple of years ago ) to pay ANOTHER fee because its late AND another stamp for 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: September 2, 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
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: September 3, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: None
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
Response Type: Closed with monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: September 4, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Problem accessing account
Full Complaint:
On XXXX XXXX I tried to access my USAA account via my XXXX. My account has a high amount of money. I wont say the exact amount but close to {0000.00}. I got a message saying that, for security reasons, my account had been locked and to contact USAA to resolve the issue. At this time, I could not even see my accounts. No access whatsoever. So I called and each representative I spoke to said that no one would be able to help me until XXXX central time. They could not give me any information as to why my account was locked and when I asked them to verify that my funds were still there, they could not. I asked them if I was still able to use my debit and credit cards and they said Im not sure. So I got into my car and drove to the ATM. I tried to take out money and the ATM said insufficient funds. Of course I knew that this was not true. I had plenty of money in my account. I have now spent the entire night not knowing what happened to my account. I am in complete distress and I honestly feel sick about this situation. I do not understand how my account can be locked and theres not a single person from USAA to help me out. I received no warnings and there was no activity out of the norm that I did. This honestly feels like theft or someone holding my money hostage.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: September 7, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA
Product: Checking or savings account
Sub-Product: Other banking product or service
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: September 4, 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
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: September 5, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Checking or savings account
Sub-Product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-Issue: Can’t stop withdrawals from your account
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: September 8, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: None
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
Response Type: Closed with explanation
Public Response:
Company can’t verify or dispute the facts in the complaint
Date of Complaint: September 4, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NY
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Problem making or receiving payments
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.