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 21, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MO
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Problem accessing account
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: September 20, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NY
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
Full Complaint:
I used my USAA Visa to secure a rental slingshot shortly after Covid19 restrictions began to lift. The transaction date was XX/XX/20 for {0.00}. The originally scheduled rental/pickup date was XX/XX/20. Due to the heavy downpours I contacted the company spoke with the XXXX who I recently came to find out was the owner XXXX XXXX and he agreed to reschedule the rental for XX/XX/20. I received 3 calls from XXXX one of which was to apologize because he could not go through with the rental due to mechanical issues and he would issue the full refund. After receiving my credit card statement on XX/XX/20 I immediately contacted the business and was advised the charge was reversed on XX/XX/20 when he called me to cancel. Within 5 minutes of that call I contacted USAA to file the dispute. When I attempted to logon to the website and download their terms and conditions for USAA it was inaccessible and still is. They shut down completely. The phone number is disconnected. I thought I would be protected against something such as this which was the reason for using the USAA card.
USAA in their first letter dated XX/XX/2020 advised We may also contact the merchant for information related to this transaction which I am not sure if that was done or not. If so I never received a copy of the merchants response.
USAA in their second letter dated XX/XX/2020 requested A detailed letter explaining the dispute and A copy of the Credit Transaction Receipt. I immediately provided my detailed letter and a copy of the emailed receipt because the reservation was done online. The receipt does not indicate any language regarding rescheduling and/or cancellation.
USAA in their third letter dated XX/XX/2020 denied the dispute and stated A review of our records indicates that the requested information necessary to continue our investigation into the disputed transaction was deemed insufficient. Based on existing information in our record, there is insufficient evidence to support your claim. As stated the transaction was conducted online. The company called me and cancelled and then closed up. All I had from them was the emailed receipt. What is USAA expecting me to produce? They do not have my signature because I never picked up the rental.
I am a consumer who made a legitimate purchase with a company that was active and closed down without providing the service I paid for.
Complaint Tags: Servicemember
Response Type: Closed with monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: September 18, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: IL
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: Problem with personal statement of dispute
Full Complaint:
I was a cosigner on my step-daughters car with USAA. USAA said their policy was to contact cosigners if the borrower was not making timely payments. Weeks after my step-daughter had ‘promised to pay ‘ USAA XXXX they sent me a letter saying the payment was not made and it had been reported to credit agencies. I called them, and they said, it was too late to fix it – the borrower ( my step daughter ) did not pay and she continued to promise to pay. I inquired to their policy of contacting the cosigner to make a payment before it was reported to the credit agencies – they said it was an oversight because the borrowed continued to promise to pay when they spoke to her. I was never notified to rectify the issue. I know this is their policy and they have stated this is their policy, it had happened once before and they did let me know before it was too late. This time they failed to inform me until after it was too late, they never called or contacted me via email or phone or text or other means to pay the payment before submitted the late to the credit agencies.
They said it was too late for them to fix it, and if it did indeed end up on my credit, to file a dispute. I filed a dispute when XXXX and they returned the dispute that the creditor said the file was accurate. We ended up paying off the loan in full, so the loan is now closed and no longer outstanding with USAA. But it has effected my credit as a 30 day late and I am fairly livid that USAA could not fix it, did not follow their protocol for cosigners and have now reported my dispute was inaccurate.
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 18, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA
Product: Checking or savings account
Sub-Product: Checking account
Issue: Opening an account
Sub-Issue: Account opened as a result of fraud
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: September 19, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NE
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-Product: Credit reporting
Issue: Incorrect information on your report
Sub-Issue: Account status incorrect
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: September 19, 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: Other features, terms, or problems
Sub-Issue: Other problem
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 21, 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:
credit cards keep reducing my limit after I pay a significant amount so that I wont be near the balance and i end up getting reported multiple times for being near or less than {.00} over my limit with no phone call, email or notification whatsoever.
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 21, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
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
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 19, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: IL
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-Product: Credit reporting
Issue: Incorrect information on your report
Sub-Issue: Old information reappears or never goes away
Full Complaint:
USAA credit card company closed our credit card in XXXX of XXXX because of delinquency.
I have my XX/XX/XXXX USAA credit card statement showing an active account but includes a past due amount and the statement ” Our records indicate your account is past due. Please send the minimum amount due today! ” On XX/XX/XXXX, I received a letter from USAA with the Reference : Credit Card Account Closing ” I have my XX/XX/XXXX USAA credit card statement confirms my account is closed with the statement, ” Your account is currently closed. ” After USAA closed my account, I paid USAA when I could but not consistently. After some years, the account was sold to a collection agency. The collection agency ” re-aged ” the debt reporting the delinquency to reflect the date they acquired the debt.
Per the FCRA, this item should have been removed from my credit report as of XX/XX/XXXX. It was not.
I wrote USAA. I called USAA and the Collection Agency who continue to finger point and send me to the other. I supplied my statements to the credit bureaus. I hired credit repair companies to address this. Still, this persists. You can see on my credit bureaus how many times I have tried to dispute this.
Since we lost our jobs in XXXX, we have worked diligently to recover and repair our credit. We continue to pay this debt every month with a full understanding we owe the debt. But USAA and the 3 credit bureaus are conflating debt owed with reporting laws.
We want to refinance our house. We want to buy a smaller house for retirement while interest rates are so low. We are running out of time. This is severely knee capping our effort to secure our finances for retirement.
Between credit card companies and the credit bureaus, we can not move forward. This is illegal and unjust.
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 19, 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
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.