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: February 25, 2021
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
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: February 25, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MD
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
Full Complaint:
On or about XX/XX/XXXX, USAA reported our credit card accounts closed or settled. This was not the case. The credit reporting agencies stated this as negative reporting during a time we were house-hunting and preparing to secure a mortgage pre-approval.
We decided not to apply to a lender until we could be sure our reports were clear of this matter.
USAA staff first stated no knowledge, then cited errors by the credit agency, then finally a supervisor acknowledged the error, affected thousands of consumers, stated the error was reported on monthly credit card statements. This was not the case. I asked for letters supporting the accounts were in good standing and these were received. USAA stated the corrections were made with the credit reporting agencies and corrections take 30 days.
As of today, the alerts remain on our credit profiles. I asked the supervisor if this error was required to be reported to CFPB, given published XXXX issues at USAA, and was told not required.
As information, USAA call center staff stated the errors could not be addressed until consumers called USAA, as it was not clear who was impacted.
Yesterday, XX/XX/XXXX, a message from USAA came to my USAA banking inbox stating the error had occurred, and what had been done to address it, which is what they should have done initially.
This notice to your agency is to make you aware of this matter.
USAA contacts ” XXXX, ” Supervisor on XX/XX/XXXX ; Executive Resolution ” XXXX, ” on XXXX.
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: February 25, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MI
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
Date of Complaint: February 26, 2021
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:
As of XXXX XX/XX/XXXX, i can no longer transfer funds into my savings account. I receive a system error. Due to the holiday weekend, i contacted USAA on XXXX XX/XX/XXXX to inquire what’s occurring. The banking agent attempted to make the transfer on my behalf and received the same system error and forwarded me to Web Support who created an incident ticket : INC XXXX.
I’ve followed up onXX/XX/XXXX XX/XX/XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, and XXXX XXXX. Each time Web Support states they see {.00} transfers occurring. I’ve advised on each follow up call that i set up bi-weekly transfers at the end of XX/XX/XXXX for the entire XXXX year, thus those are successful, however, manual transfers are encountering system error on my daily attempts.
System Error message : Something went wrong and we may not be able to process your transfer.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: February 25, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Deposits and withdrawals
Complaint Tags: Older American
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: February 26, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MN
Product: Checking or savings account
Sub-Product: Other banking product or service
Issue: Managing an account
Sub-Issue: Problem accessing account
Full Complaint:
This began last fall. I have USAA for checking, savings and insurance. I used to get a text message when they noticed something possibly awry. Last fall that stopped, XXXX, I believe. They saw something they thought suspicious, sent me a text which I never got, then deactivated my card, which I found out at a store the next day. I called, found I could not register my phone, they use a XXXX digit short code. I worked with my phone carrier and verified I can receive short code messages, no numbers are blocked. I have spent more than XXXX hours on the phone with USAA. They keep telling me they can fix it, last call was XXXX weeks ago, I was supposed to hear back, never did so I called today. They closed the ticket as resolved, they’ve done that before too. It is NOT resolved. The representative tried to send me a text and couldn’t, that is not resolved. Had me switch to other methods but all XXXX involves a text message which I can not get from them. I have to use email, that is NOT convenient. I’ve more than {000.00} sitting with them and I NEED to be able to get text messages. This latest representative said she’d reopen a ticket and in the process of doing that, disconnected and never called back. So I searched these problems with USAA and found your process. I’m going to file a XXXX complaint too. I may well move my money to a bank that actually cares about their customers.
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: February 24, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: LA
Product: Checking or savings account
Sub-Product: Other banking product or service
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
Date of Complaint: February 24, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: OH
Product: Money transfer, virtual currency, or money service
Sub-Product: Mobile or digital wallet
Issue: Fraud or scam
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: February 25, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
Product: Payday loan, title loan, or personal loan
Sub-Product: Personal line of credit
Issue: Struggling to pay your loan
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: February 25, 2021
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
Complaint Tags: Older American, 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.