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: March 1, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NJ
Product: Checking or savings account
Sub-Product: Other banking product or service
Issue: Managing an account
Sub-Issue: Funds not handled or disbursed as instructed
Full Complaint:
On XX/XX/XXXX I purchased a bunk bed from XXXX XXXX XXXX online they charged me {0.00}. The next day the item shipped in 3 separate boxes and XXXX XXXX decided to bill me again for each box which came to {0.00} again. So they charged me twice for the same item I called XXXX XXXX and they told me they would release the first charge but my bank would need to release it on my bank acct …, I called USAA and we did a conference call to XXXX XXXX they confirmed they would release the first charge. Per USAA the pending charge would be released within 24 to 48 hours from the XXXX … 48 hrs pasted and the charge was still pending now USAA tells me by Friday XX/XX/26 it will be removed come Saturday the charge was still pending so Saturday they tell me by midnight Saturday it will be removed and the funds will be put back into my acct it is now Monday and the pending charge is still there … I called again this morning and was transferred to their escalation team who refused to assist me and told me that it will be released tonight at midnight …, I asked for something in writing regarding their policy and she fused … .I asked for a manager and she refused … I asked for her full name or employee Id she refused … I need assistance
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: March 3, 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 using a debit or ATM card
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: March 3, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-Issue: Charged too much interest
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: March 2, 2021
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: Can’t stop withdrawals from your account
Full Complaint:
I reached out to the seller and asked for a washer and dryer new for XXXX. Didn’t have. Ask for my cell sent different pictures of washer and dryer a. I asked could we negotiate. A set sold. I said nevermind. They called. Said one XXXX new sent pics. Setup to bring to my house. It was brought. Not new the washer. I tried to tell the driver. He turnt the washer on and rode off. He said he would talk with them but didn’t. It asked them to pick up the appliances and I could get my money back. Instead insults and rude to different people that tried to help me.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: March 1, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Banking errors
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: March 1, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: KS
Product: Money transfer, virtual currency, or money service
Sub-Product: Domestic (US) money transfer
Issue: Fraud or scam
Full Complaint:
The week of XX/XX/XXXX I was contacted by a company that I had put on for a job application through XXXX, I was interviewed via XXXX and hired. They contacted me and told me that in order to purchase the equipment for the job ( data entry ) they were going to send me a check and then I would send it to the vendor through a wire transfer. First they had me send it though XXXX and there was a {00.00} limit so they had me send the reminder through a wire transfer. They then contacted me again and told me they equipment was confirmed and it would shipping out the following day. They reached back out to me to tell me that another one of the individuals they had hired for the job was having a hard time depositing the check for equipment and asked if they sent me another check if I could do the same thing I did before and they would give me a bonus for the inconvenience. I agreed and sent the wire transfer after receiving another check. My bank contacted me shortly after and told me that the account I was transferring to had come up as a fraudulent account and that the checks were fraudulent as well. They said they were going to stop the wire transfers and attempt to recollect theXX/XX/XXXX transfers as well. I did not here anything from them for 4 days, I called my bank USAA, and they told me the fraud department had closed the investigation and were holding me personally responsible. I told them I wanted to speak to the actual fraud department and they told me they were submitted the request for it be reviewed again and someone would contact me. That was last Tuesday. Today the XXXX I called USAA again to see what the status was. They said my accounts are locked and that until I bring my balance back from the negative theres no action I can do. I asked what happened with the wire transfers they were supposed to stop and they told me the financial institution it went to declined to send the funds back because the individual told them they were expecting money from a friend. USAA claims there is nothing that can be done even though I reported the fraud and Ive had to continuously check on what is happening because no one has reached out to me. My account is {00.00} in the negative due to this activity.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: March 2, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Closing your account
Sub-Issue: Company closed your account
Full Complaint:
Notified by letter from USAA dated XX/XX/21 informing me that a Visa card was closed in error. When USAA was contacted a request to provide documentation from the CRAs showing my account was cleared and no impact on my credit had occurred. The response was that I would have to contact all 3 bureaus and it was not their responsibility. The fact is that closing any credit card account does in fact lower your credit score. It was closed although the account was and always has been in good standing. Closing the account was unauthorized and having me check my credit at my time and expense is unimaginable. USAA has a track record several years back of opening accounts in members name and was sanctioned and fined. Once again, USAA seems to operate with no regard for banking rules.
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: March 1, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: OH
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: March 1, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NC
Product: Money transfer, virtual currency, or money service
Sub-Product: Domestic (US) money transfer
Issue: Other transaction problem
Full Complaint:
On XX/XX/2021 I transferred money to someone who performed services for me in the amount of {0.00}. I used the XXXX option in the USAA mobile banking app. This individual informed me the money posted to her account but then showed as returned. I saw the money back in my account on XX/XX/XXXX. I went ahead and made the transfer again, as I owed payment for childcare services provided by this person and they needed to be paid. XX/XX/XXXX the payment went to her through XXXX via my USAA. She told me again the money deposited and then showed as returned. However, I never saw the money come to my account again. I called USAA and they said if it was returned it could take 3-5 days to post, so I paid this person via XXXX, clearly XXXX was not working properly. I have called USAA five times in total. The first three times, I was reassured they would resolve the issue, and I was even told a temporary credit would post. They told me to check back the following week. I never saw the credit come through, so I called back. They told me something different this time, that a temporary credit is not something they would provide. They filed a claim to find the money. I called back a week later ( Friday XX/XX/XXXX ) and was told they finalized the claim and all they could see is that the money left my account and posted into hers with XXXX I was told there was nothing more that USAA could do, that my money issue was not their issue and that I needed to call XXXX. Needless to say, XXXX refused to speak to me as I am not their customer. The individual with XXXX has called them three times. She has been told the money was returned to me, that I needed to contact USAA. Today, she was told it’s a problem with XXXX. We both called XXXX, they would not speak to us. I was told by the rep at XXXX that they can’t help me because USAA uses their own version of XXXX, they could only help me if I used their app. They then transferred me back to USAA for a sixth time where I was placed on a 30 minute wait. They are not offering any solution, nor is XXXX There is no recourse or consumer protection for a transaction that is initiated through XXXX but failed and lost. XXXX XXXX XXXX will not help. USAA will not help. I have called five times, with my last call I filed a complaint and the process took almost 3 hours. I am being told by three companies ( USAA, XXXX, XXXX ) that they are not accountable for the issue and there is nothing more they can do to help me. Yet, I have {0.00} that is lost with no sense of how to get this money back. This money was used for childcare services, which as one might imagine, is very expensive and difficult to find during a global pandemic.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: March 1, 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: Cashing a check
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.