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 8, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NC
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:
XX/XX/152020 : unauthorized charges on credit card from XXXX {.00}, $ XXXX, $ XXXX, $ XXXX, $ XXXX, $ XXXX, $ XXXX, $ XXXX ( TOTAL charges {00.00} ).
My wife and I called our bank USAA on XX/XX/XXXX disputing the charges as fraud and cancelling the credit card from further use. My XXXX, XXXX XXXX, XXXX, XXXX, and XXXX accounts were all hacked. The XXXX XXXX, XXXX, and XXXX accounts were unrecoverable.
USAA sends information to fraud team and takes the money off of our credit card account.
XX/XX/XXXX, fraud team says the charges were valid and puts the money back on the card.
Myself, wife, and mother, the three members on the card have repeatedly called USAA disputing the fraud teams claim from XXXX XXXX XXXX USAA claims they can not talk to the fraud team that made the decision but could message them to call us. This was done at least 5 times.
The fraud team never contacted us.
USAA finally provided us with a contact at the fraud team. We have left at least 5 voicemails to contact us back because they never answered the phone.
We have been trying to reach out to XXXX as well. Due to the accounts being hacked XXXX would not discuss information about the transactions or the account.
I have reached out to a lawyer to help dispute this claim. We feel vulnerable and extremely unsatisfied with USAA on this.
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 10, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MS
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-Product: Credit reporting
Issue: Incorrect information on your report
Sub-Issue: Account information incorrect
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 8, 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
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 10, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
Response Type: Closed with monetary relief
Date of Complaint: September 9, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MD
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 9, 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: Banking errors
Full Complaint:
I have an account with USAA bank and had a previous additional account holder. The additional account holder was removed ( or should have been removed from my account over a year ago. On XX/XX/2020 I was alerted that my account balance had been totally taken to XXXX. After contacting the bank, I was told there had been two transactions made by the previous account holder one for {00.00} and another for {00.00} transferring all funds that were in my account to an account he had just opened. I immediately told the representative this was unauthorized and to return my funds. I was told he was never removed from my account so there was nothing I could do about it. I asked to speak a supervisor and was given a lead. The lead repeated the same thing as the representative and I again requested a supervisor. A supervisor contacted me the next morning XX/XX/2020 stating that USAA made a mistake they located all the documentation ( it was misfiled ) to remove the previous account holder and my funds would be returned. A week later I still had not received my funds back so I called back and was told that it was determined that there was no fraud and the case was closed with the previous account holder still on the account although they found the documentation. After speaking to several people they apologized again removed him changed the address back to the correct address and sent it back to the fraud department to review and return my money to my account. I received a letter dated XX/XX/2020 stating once again that after review they determined the there was no fraud. This person was supposed to be removed from my account a year ago and was allowed to transfer over {00.00} from my account without my knowledge. I have filed numerous claims stating this transaction was unauthorized and am willing to file a police report if needed. The bank has admitted fault more than once but yet I am still fighting to get my money back based on bank error. I received a call on Tuesday from an advocate who stated he was handling my account and I would receive a call or email the next day to verify the totals of the amounts to be refunded into my account. It has been several days 2 months after the initial occurrence and I have not received an email or a telephone call. I have left messages on his extension and no one is calling me back. Can you imagine if someone took over {00.00} from you or your family how you would feel if no action was being taken on resolving the matter.
USAA has previously responded that they will respond within 30 days. My complaint with this forum was initially filed on XX/XX/2020 it is not XX/XX/2020 an still no resolution. I have been attempting to get my money refunded to my account since XX/XX/2020.
Complaint Tags: Servicemember
Response Type: Closed with monetary relief
Date of Complaint: September 10, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
Product: Debt collection
Sub-Product: Credit card debt
Issue: Communication tactics
Sub-Issue: Frequent or repeated calls
Full Complaint:
I have receive multiple calls per day from this phone number as an auto dialer. On most occasions where I did not answer a pre-recorded message was left as voicemail. On most occasions that I have attempted to answer I get several seconds of silence and then I’m hung up on.
On the occasions that I do get an operator on the line, I have discussed payment arrangements with them and asked that in the future they did not have permission to use an auto dialer to contact me. None of these have resulted in the calls stopping. Each time I have to ask them to check their notes and that I have attempted to make arrangements for payment.
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 9, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: WY
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Banking errors
Full Complaint:
USAA has been reflecting incorrect amounts on my available balance, it seems that they have been knowingly miss stating this amount so that I will spend above it to go into overdraft for my checking account.
I was charged for XXXX $ on the XXXX of XXXX and my account balance reflected this, even though the charge was pending, which is normal that the available balance would reflect this charge and my balance show this debit.
For some reason, I am just now having this amount being reflected, had my account balance misstated and am now in overdraft, USAA is currently telling me that it was not shown as debited until today ‘s date the XXXX of XX/XX/2020, but per a statement summary on the XXXX of XX/XX/2020 the amount was reflected as being debited.
As well there were pending charges from XXXX totalling over XXXX XXXX and on the XXXX of XX/XX/2020, possibly XXXX, I was told by a representative that the charges were being reversed and the amount would be put back into my account within 3-5 business days. I do believe that my account is being miss reflected knowingly, and the further issues are knowingly being incurred by USAA, this is not the first issue I have had with USAA. I am also being told that my available balance prior to the XXXX was XXXX but per the statement it was XXXX. USAA is unfortunately giving me multiple reasons which none answer the problem.
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 10, 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: Funds not handled or disbursed as instructed
Full Complaint:
this is in responce to XXXX i have to do it this way because usaa will not respond to me. if i call XXXX XXXX i will get an answering machine and she will not call back. i did not do what they are accusing me of. i did not give out the imformation they are accusing me of. i did access my account to get my account number and routing number. i never spoke to the person receiving the wire transfer. i was aware of the name because that is when i called usaa to secure my accounts. XXXX done nothing to secure my accounts. she interfered in secureing my accounts. i was made aware she did not follow proper protacall. i never got to finish setting up my saving account. i dont remember a DAD. every time i file a complaint usaa puts something different in responding to the complaint. i am short XXXX in my savings account. this bank was corriusponding with someone from XXXX on this matter. they did freez my accounts
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: September 8, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NC
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 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.