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 24, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble 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: September 24, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: DE
Product: Debt collection
Sub-Product: Auto debt
Issue: False statements or representation
Sub-Issue: Attempted to collect wrong amount
Full Complaint:
I entered into an agreement in XXXX of XXXX with XXXX XXXX who was managing a debt owned by USAA. At that time I owed USAA for two repossessed vehicles. One vehicle was a XXXX XXXX XXXX and the other was a XXXX XXXX XXXX. Although both cars were under repossession, only the XXXX XXXX was ever physically taken. When XXXX contacted me, we entered into an agreement to pay off the one car that was physically still in my possession, the XXXX XXXX. I made it clear to the XXXX agent that I wanted to pay off the XXXX XXXX. At that time she sent over an agreement with only an account number and reassured me that this was for the XXXX XXXX only. I spoke to the XXXX agent on multiple occasions about the XXXX I was paying off and was never once informed that I was not paying off the XXXX. In XXXX of XXXX I completed our payment arrangement and contacted XXXX. They informed me I was done paying, and I could reach out to USAA to ask for the car title to the XXXX. When I contacted USAA they informed me that the XXXX XXXX was now paid off, but no payments had been made on the XXXX XXXX. I never agreed to pay the XXXX XXXX account at that time and only discussed the XXXX XXXX with XXXX XXXX. Since XX/XX/XXXX I have been reaching out to XXXX and USAA and have still received no resolution.
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 24, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Debt collection
Sub-Product: Auto debt
Issue: Attempts to collect debt not owed
Sub-Issue: Debt was result of identity theft
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 23, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MD
Product: Debt collection
Sub-Product: I do not know
Issue: Attempts to collect debt not owed
Sub-Issue: Debt was result of identity theft
Full Complaint:
I have attempted multiple times to dispute a fraudulent unsecured loan/account, in the reported amount of {00.00} ( please be advised that the reported amount may change or vary from creditor ). I am the victim of identity theft and did not make this charge from USAA Federal Savings. I have requested that the charge be corrected and removed from my file, and blocked in its entirety from being reported on my credit file, following consumer rights from The Fair Credit Reporting Act ( FCRA ) and in conjunction with providing a valid copy of my FTC Identity Theft Report and Police Report. In the month of XX/XX/2019, a debit/bank account was opened with USAA followed by an unsecured loan that was taken out using my information. I had no prior accounts with USAA. I was not made aware of this action until XX/XX/2019 when I reviewed my credit report. Immediately I contacted USAA, in order to dispute this action. USAA did not notify me of the account via email or telephone. There was no way for me to know about this account unless I reviewed my credit report. At the time of the loan being taken out, address information was not correct that was on file with USAA. I updated address information with the post office immediately after moving so any information should have been forwarded. Im unsure if USAA even mailed anything out pertaining to the account being opened. After the incident, I notified the major credit bureaus, in order to place fraud alerts and credit freezes on my report, as well as contacted the FTC to report the identity theft. Following this, I contacted the police department to file a police report of the incident.
I provided USAA with a copy of the FTC Identity Theft Report and the Police Report supporting my position and asked them to Please investigate this matter and correct the fraudulent charge as soon as possible. I have sent our various documentation and statements regarding this fraudulent charge, as well as disputes made and requested a response from USAA in writing, but they have failed to contact me. It has been over a year and USAA continues to report the fraudulent account to the major credit agencies and refuses acknowledge the account as fraud, despite the multiple disputes from myself and the credit agencies, as well as the valid documentation provided. I have been contacted by three different collection agencies regarding paying this loan and each time I provide a copy of my police report. A detective working on my case has also reach out to USAA, who have been difficult in communicating with.
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 23, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
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, XXXX XXXX XXXX has been a USAA insurance and credit card customer for well over 20 years. For the first time ever when making a {000.00} payment on XX/XX/2020, USAA collected the payment from XXXX XXXX XXXX XXXX, but is refusing to apply the payment until XX/XX/2020. There is no reason given for this practice either. The only suggestion by USAA possibly offered is it’s a new policy for large deposits to be triggered for possible money laundering. They even went so far as to suggest the institution in which the money came from was not recognized. It’s been our bank for over 14 years and it’s affiliated with XXXX XXXX where I’m a car designer.
My concerns are they are collecting our and other peoples money for credit card payments and not applying it while at the same time charging us interest on that money we’ve paid back already, plus they are earning interest on the money going into their bank account. In addition, they are saying we are over drawn yet our limit advertised by them online is {000.00} and our balance is under {000.00} even without the {000.00} applied. In one area it’s states {000.00} is our credit limit ; yet in another it says we are {00.00} and something overdrawn.
We have called them twice about this. They seem just as confused as we are. Today at XXXX pacific time on a recorded call for 47 minutes I gave them permission to work this out with my wife, XXXX XXXX, joint account holder. They eventually hung-up. She was not rude or anything like that either.
Please investigate.
XXXX XXXX and XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: September 23, 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: Problem using a debit or ATM card
Full Complaint:
USAA uses creative accounting to maximize collection of NSF fees. USAA ALWAYS debits your account and gives debits priority over credits or deposits. If an account holder deposits money to cover a check written on the same day, USAA will hold the deposit as long as possible but submit a check as quickly as possible. Automatic deposits as well are never credited before XXXX whereas debits are removed from the account continually after midnight again maximizing USAA ‘s opportunities to circumvent the law and collect as many NSF fees as possible. In another troubling development, USAA in my case during the past week changed a credit card charge to what they refer to as an ACH in order to collect not one but two NSF fees on my account. It is troubling to me that USAA is taking credit card and or debit card transactions and reclassifying them as check transactions in order to collect NSF fees.
This practice is especially troubling in light of the COVID taxpayer money USAA is receiving from the Federal Government via taxpayers in a Federal attempt to minimize or prevent predatory practices such as this. I have asked USAA to credit my account {.00} for the illegal charges they have imposed on me, and they flatly refused.
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 24, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: KY
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: September 22, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NM
Product: Checking or savings account
Sub-Product: Checking account
Issue: Problem caused by your funds being low
Sub-Issue: Non-sufficient funds and associated fees
Full Complaint:
I was a victim of investment fraud/scam. The company is called XXXX XXXX ( XXXX ). I initially invested XXXX into the company. After some time and watching my eoptions account increase they said it was time to pay me my profit. They asked for my bank account info for the transfer. They then wanted to connect to my account with a XXXX XXXX account to make transfers easier. What they did was provide me with XXXX a day to my account and then wanted me to use that to buy bitcoin with since it was profit and send it to them and by doing this I would receive more of a return on my investment. A total of XXXX was sent to me. I used that to buy bitcoin with as directed by the company. And after it was all spent the XXXX XXXX company account then pulled the XXXX back out of my account putting my account into negative. The company tried calling it a mistake and they would fix it and they have not fixed it for over a week. I have reported this to the local police, FBI, IC3, and now here.
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 23, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company can’t verify or dispute the facts in the complaint
Date of Complaint: September 23, 2020
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Checking or savings account
Sub-Product: Checking account
Issue: Problem caused by your funds being low
Sub-Issue: Late or other fees
Full Complaint:
Filed a claim for {.00} on XX/XX/XXXX. Usaa deemed me a liar and reversed my {.00} credit for receiving a product that I did not order. Received wrong product, merchant unhelpful and now bank is being unhelpful! Been fighting tooth and nail to try to clear up my name and get back my money but they have been stonewalling every attempt I make to get my money back. Called numerous time and all I get are rude disrespectful and unprofessional people who like to mis treat XXXX veterans With XXXX sur names and violate the Americans with XXXX XXXX! Very unhelpful people at USAA, only care about their bottom line
Complaint Tags: Servicemember
Response Type: Closed with 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.