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 28, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MD
Product: Checking or savings account
Sub-Product: Checking account
Issue: Closing an account
Sub-Issue: Can’t close your account
Full Complaint:
USAA Bank Fraud XXXX XXXX account Impersonating representatives accessing account stating account closed.
Check mailed for remainder of account.
No verification of account closed. Letter from USSA state changes not closure to account.
Also current screenshot current status of truck claim fraud.
XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NC XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, VA
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: March 30, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MO
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
Full Complaint:
Because someone fraudulently used one of my credit cards in XX/XX/2020, I got a credit report from one of the major credit reporting companies. I think this was the first time in my life I had ever requested a credit report because I had always heard that doing so could lower one ‘s credit score : besides, I had no need for further credit. However, I did discover that there was an account for a credit card from USAA Savings Bank that wasn’t mine. The number for USAA was listed on the report so I called them. This was around XX/XX/2020. When I called I told the person answering that I thought someone had created a credit card account with my identity. They asked me a series of questions and, yes, my identity was used to open an account. I was then transferred to the fraud department and they asked me more questions to determine my identity, They got to a point where they asked if I was in a particular branch of military service. I have never been in the service at all so at that point they said that was a ” big red flag ” and they could see that the account was opened with my stolen identity. They said they would take care of it and get back to me. They didn’t. I’ve called them three or four more times and written them a certified letter, but they are giving me no help or information.
Complaint Tags: Older American
Response Type: Closed with non-monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: March 29, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: SC
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: Card was charged for something you did not purchase with the card
Full Complaint:
I want USAA to provide information concerning fraudulent accounts that are illegally procured without my permission and the Visa credit card has been destroying my personal identity. This was discovered by a Senior Banker that stated that USAA Fraudulent Department has admitted multiple Visa Credit Cards are currently been illegally opened by criminal individuals that are under investigation by the FBI that is located in XXXX XXXX, Texas. This was reported by telephone contact and the agency is involved in a criminal investigation of USAA Federal Savings Bank and Visa. Please provide written documentation to my mailing address within 3 business days
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 30, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: WI
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: March 30, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MD
Product: Checking or savings account
Sub-Product: Checking account
Issue: Opening an account
Sub-Issue: Account opened as a result of fraud
Full Complaint:
Fraudulent checking USAA XXXX Account with former spouse Closed Spring XXXX XXXX Alert : Personal Information distributed dark web Communication with Impersonating representatives Unable to contact USAA No access to account
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: March 29, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MD
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Struggling to pay your bill
Sub-Issue: Credit card company won’t work with you while you’re going through financial hardship
Full Complaint:
Subj : COVID-19 Financial Difficulty – Forbearance Request.
On XX/XX/XXXX, I notified ( via USPS Certified Mail ), the lender, USAA, that I was experiencing a financial hardship due to COVID-19 and would not be able to make payments on my USAA Credit Card. I requested a forbearance for a period of 6 months. At the time of my request, my USAA Credit Card was current. In my letter, I agreed that the account would be restricted from further charges while in forbearance. I have emailed ( thru the member portal ) and called the number listed on their website ( XXXX ) for members to call if they were experiences financial hardships. Now USAA is threatening to report delinquencies to the credit bureau and has not responded to my forbearance requests. It is shameful how poorly USAA treats Veterans who they direct their marketing as supporting. I have been a member of USAA since the events of XX/XX/XXXX and have excellent credit. Thank you for assisting in this matter.
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 28, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MD
Product: Mortgage
Sub-Product: Home equity loan or line of credit (HELOC)
Issue: Struggling to pay mortgage
Full Complaint:
Subj : COVID-19 Financial Difficulty – Forbearance Request.
On XX/XX/XXXX, I notified ( via USPS Certified Mail ), the lender, USAA, that I was experiencing a financial hardship due to COVID-19 and would not be able to make payments on my Home Equity Line of Credit. I requested a forbearance for a period of 6 months. At the time of my request, my Home Equity Line of Credit was current. In my letter, I agreed that the account would be restricted from further line of credit draws while in forbearance. I have emailed ( thru the member portal ) and called the number listed on their website ( XXXX ) for members to call if they were experiences financial hardships. I was transferred to several departments with no resolution. Now USAA is threatening to report delinquencies to the credit bureau and has not responded to my forbearance requests. It is shameful how poorly USAA treats Veterans who they direct their marketing as supporting. I have been a member of USAA since the events of XX/XX/XXXX and have excellent credit. Thank you for assisting in this matter.
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 30, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MD
Product: Checking or savings account
Sub-Product: Checking account
Issue: Closing an account
Sub-Issue: Can’t close your account
Full Complaint:
Fraudulent USAA checking not closed as requested under daughter XXXX name.
Balance on account issued XXXX month ago.
XXXX XXXX : Personal Information distributed dark web Communication with Impersonating representatives Unable to contact USAA We have no access to account Fraudulent communication below.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: March 29, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Problem using a debit or ATM card
Full Complaint:
We were notified two of our accounts ‘ customer due diligence information needed to be updated due to regulatory issues with our bank. The bank restricted our account and debit cards. We called the bank four times and sent in the required documentation ( which they already had ) to get the accounts unfrozen. In two instances, bank employees told us the freeze had been lifted only to find out from other employees that it had not been lifted. This freeze is impacting our daughter ‘s Special Needs Trust and we can not purchase her necessary food with the funds in her account.
To make matters worse, the bank has no way for me to submit a WRITTEN complaint. I need to call and leave a complaint but I have no idea if it has actually been lodged correctly. I want the ability to write a complaint, in my words, and submit to the bank so I have record of it.
When this is resolved, I will be ending my long term relationship with the bank. Consumers should not be penalized for their bank ‘s regulatory shortcomings.
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 30, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: RI
Product: Credit card or prepaid card
Sub-Product: General-purpose prepaid card
Issue: Problem getting a card or closing an account
Sub-Issue: Trouble closing card
Full Complaint:
Usaa refuses to accept ach payments from my bank account. It is a XXXX called XXXX XXXX and direct competition to them. How is this legal. No other options to pay but ach. They will not accept debit card payments either. How is this my problem. I will not pay until they provide a way for me to do it without violating udaap.
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.