Compiled from Public Data by FairShake
The US government’s Consumer Financial Protection Bureau (CFPB) collects complaints against financial companies.
In 2021, the CFPB received 1368 complaints against USAA. USAA ranked Number 35 among all financial companies for the most complaints.
Date of Complaint: January 29, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: UT
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Problem making or receiving payments
Full Complaint:
My account was recently compromised when my ex-husbands ( XXXX XXXX military ) bills were imported into my account. His name was not on my account and it should not have happened. In XXXX, while we were married … I signed a trust named ” XXXX XXXX XXXX XXXX XXXX.
In XXXX, we got divorced and I opened a new USAA account and I paid money into our joint account until things could be separated. I was told our old joint account ( while married ) was closed. I spoke to USAA a couple of times about the tab that was listed under my bill pay on my new account. USAA reassured me that it was not an issue and that my ex could not access my account.
In XXXX, I signed a new trust document named ” XXXX XXXX XXXX XXXX XXXX ” and submitted the cover sheet and back page which was signed and dated.
In XXXX, I signed a new trust document named ” XXXX XXXX XXXX Revocable Living Trust ” and submitted the cover sheet and the back page which was signed and dated.
In XXXX, I changed my name to XXXX XXXX and submitted the name change court paperwork to USAA.
In XX/XX/XXXX, my ex-husband ( military member ) bills were imported into my personal bank account. I contacted USAA and requested they remove the bills.
In XXXX, I signed a new trust document named ” XXXX XXXX XXXX Amended and Restated Trust ” and provided the cover page and back page which was signed and dated to USAA. However, I told them I wanted the accounts closed as soon as possible.
USAA had my account profile updated with my name of XXXX XXXX. USAA had my correct trusts on file but failed to update my name and trusts across all of my accounts. Additionally, at some point my trust became a secondary account holder to my account.
USAA failed to follow procedures and update my account information across all my banking accounts. Additionally, they failed to read and check the dates on the trust paperwork I had submitted for my account. Finally, my ex-husband ‘s bills should have never been imported into my personal USAA banking account.
During this process, I contacted USAA multiple times. I have been unable to get my checking and savings accounts closed.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: January 29, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NJ
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
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: January 28, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: WI
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
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: January 29, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: OH
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Deposits and withdrawals
Full Complaint:
I was a client of this bank for over 10+ years, I called them while I was out of the country working and told them, I saw that money was being taken out of my account and I had no knowledge of who or where it was going. once I put in the complaint I was not allowed to have access to the account nor their website. Upon returning back to the states, I tried to reach out and still could not access the accounts nor website, so I tried to open another account at a different institution, I was told to call the early warning department and they told me that I have a negative account and could not be helped until I cleared this up. So I proceeded to call USAA and while talking to one of their representatives, I was told my account was closed because I had a negative account of XXXX. I proceeded to ask the rep, how did your bank allow someone to get negative XXXX, and the response was they didn’t know because they’ve saw accounts close for negative {.00}. I was told it was under investigation over two weeks ago and no one have reached out to me. I was also told to reach out to their legal dept, nothing has come from that as well.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: January 29, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NH
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Problem making or receiving payments
Full Complaint:
I tried to log on to my USAA account for the first time in a few years. I talked to a security specialist, who unlocked the account, then promptly relocked the account so we can’t pay bills. All of our bills a due to come out in the next day or two, none will get paid. USAA says there is nothing that can be done. No one in the company can fix it.
I’m pleading with the CFPB. I realize you won’t get this resolved any quicker, but I hope it helps the next person in this situation. It’s not a good place to be in.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: January 29, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NY
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Fee problem
Full Complaint:
On XXXX XX/XX/XXXX, I received a notice from USAA Federal Savings Bank at XXXX that I was being assessed a non-sufficient funds fee of {.00} because of a {.00} ACH debit that did not clear. On XXXX XX/XX/XXXX, I contacted a customer service representative via banks mobile app chat portal to dispute the charge and request a refund. XXXX, the representative that I was connected to, informed me that I was assessed the {.00} fee because when the {.00} ACH attempted to clear on XXXX XX/XX/XXXX, my balance was, according to her, {.00} when they attempted to clear the debit. I informed her that according to the ledger of posted transactions for XXXX XX/XX/XXXX on the banks mobile app, my balance never fell below {.00}. XXXX informed me that the system would not allow her to issue a refund.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: January 28, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
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: January 29, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MA
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
Response Type: Closed with monetary relief
Public Response:
Company believes complaint represents an opportunity for improvement to better serve consumers
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.