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 6, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MO
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
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 7, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: SC
Product: Money transfer, virtual currency, or money service
Sub-Product: Domestic (US) money transfer
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: March 5, 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: Trouble using your card
Sub-Issue: Can’t use card to make purchases
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: March 5, 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: Funds not handled or disbursed as instructed
Full Complaint:
On Saturday, XX/XX/2021, I’d found out that {00.00} was gone from my USAA bank account. I saw that money had been transferred through XXXX to an unauthorized number. I immediately called USAA to film a bank fraudulent claim. When I was on the phone, I was told that an unusual phone number was identified having access to my account. So i also went through the lengthily process of reporting my debit card stolen, had my email changed, username changed, password changed, pin number changed, and turned off the quick login feature to avoid any more break-ins.
On Thursday, XX/XX/2021, I was emailed a response from USAA that my fraud claim had been denied. The next day, XX/XX/2021, I called back and spoke to a USAA representative and asked for an explanation to why my claim was denied. The guy on the phone was perplexed and sent me to the ER department of USAA, which apparently handles securities and claims investigations. I was told by the woman on the phone that I was denied because it was my responsibility through a scam. I kept trying to explain that no information had been given out to anyone, but they still said there was nothing they could do. That a man somehow got my information from somewhere, used it to get into my account, and made a transfer without my authorization and I was told that it’s still somehow my fault. I warned that I would just keep calling back until I see my missing money reimbursed. Still, they said that the decision was made and that they hoped I’d have a nice day.
This seems like a securities issue on their end as my phone and email were the only numbers or addresses that were authorized to get into my account, and yet despite an unknown phone number getting into my account, they still call it ” my fault ”
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: March 7, 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: Deposits and withdrawals
Full Complaint:
I am a member of USAA since XXXX and have checking accounts with them, and where I receive my direct deposit from my employer.
On XX/XX/2021, I made a transfer through the USAA app from my XXXX checking account in the amount of {.00} and my funds which usually are available immediately were put on hold until XX/XX/2021. Those funds have been debited from my XXXX account since XX/XX/2021, but I am still unable to access it because the funds are still on hold with USAA. Today I made a check mobile deposit in the amount of {.00} and again, the system placed a hold until XX/XX/2021. I contacted USAA to cancel that deposit, since it was done through the mobile app and the system was putting a long hold without warning me about the holding time to allow me to cancel the deposit and was on on the phone from XXXX PT until XXXX PT. I spoke with a representative who kept me on the call for a long time and then finally transferred me to a senior representative named XXXX, who refused to remove the hold on my {.00} deposit. I explained to him that the system did not inform me of such a long hold time prior to complete my transaction, and still he said its USAA policy to keep long holds on deposits. Since I have been a member for almost 30 years, I knew XXXX was not giving me the correct information, since small deposits becomes immediate availability, so I contacted USAA again, and spoke to another representative named XXXX, and then was transferred to a representative named XXXX, who said that earlier her colleague XXXX had refused to remove the hold and placed a note on my account at XXXX CT. She used refused when referring to the notes placed by XXXX earlier XXXX I told XXXX that I called to get to the bottom of this problem that has been occurring with my deposits and transfers and the extended holds, as I feel I am being discriminated by the bank and asked why all my deposit transactions have been put on long holds on the past few weeks, but she didnt have an answer for me and again, just didnt give me an explanation or offered me a resolution on this issue. I am attaching copies of my transactions with USAA, copy of my XXXX list of transactions showing funds paid to USAA on XX/XX/2021 and copy of check deposited today for review.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: March 5, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Problem accessing account
Full Complaint:
USAA Federal Savings Bank is illegally withholding access to my accounts and forcing me to answer survey questions in order to have access to my accounts. These questions include privacy-violating questions such as total net worth, annual income, foreign associations, etc …
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 6, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NJ
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:
I called USAA because I was experiencing a hardship due to COVID-19. I made an arrangement to make the payment betweenXX/XX/XXXX to XX/XX/XXXX. USAA negatively reported the account the credit bureaus on XX/XX/XXXXbefore the payment could be made. I called USAA about the credit reporting issue and made the payment to bring the account current. My credit report is still showing a negative mark and I think it is unfair and illegal to negatively impact customers consumer reports during a global pandemic, especially when there was an arrangement in place to pay by a certain date.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: March 7, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Debt collection
Sub-Product: Credit card debt
Issue: Attempts to collect debt not owed
Sub-Issue: Debt was result of identity theft
Full Complaint:
USAA XXXX XXXX # XXXX ( XXXX {00.00} ) HAS PUT A DUPLICATE FRAUDULENT ACCOUNT ON MY CREDIT REPORT 5 TIMES ACCOUNT DOESN’T BELONG TO ME. ALSO XXXX XXXX XXXX ( XXXX XXXX, ACCT # XXXX ( XXXX {0.00} ) I NEVER OPENED AN ACCOUNT WITH XXXX THIS ALSO IS A FRUADULENT UTILITY ACCOUNT.
THE INQUIRY DATED XX/XX/2021 FROM XXXX XXXX XXXX IS A FRUADULENT ATTEMPT TO APLLY FOR A LOAN I NEVER GAVE ANYONE OR XXXX XXXX XXXX PERMISSION TO APPLY FOR A LOAN.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: March 7, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CO
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
Full Complaint:
On XX/XX/2020, I purchased a service with a marketing agency called XXXX XXXX XXXX. During my consultation call, I was told the services could get me 2-5 appointments. I needed 2 appointments to trigger my insurance salesperson contract. The gentleman XXXX was told my situation and that I didn’t have the XXXX asked for. I was told that XXXX could give me a discount for XXXX if I signed up on that call. I only had barely the amount. I was nervous but XXXX let me know he had used the service for his insurance career and if it didn’t work, I could get my money back within 30 days. I sent an email letting the company know it did not work and requested a refund. I was told that I could not get the refund promised and I was within the 30 days and had followed all of the steps advised by the company. I did not get any appointments.
I disputed with USAA and have called pretty much everyday or sent a chat. Many of USAA ‘s agents saw but USAA still sided with the merchant. The merchant sent in a false invoice without a signature or my name or information and lied in the statement sent. My email proves my statements.
I have attempted to let USAA know this almost daily and they are telling me to contact the merchant which is why I contacted USAA to dispute. The merchant ignores me and has not responded.
Also, the merchant showcases a money back guarantee on his website, blog and XXXX channel.
Yet, USAA still does not refund my money. I also sent in all of the documents to show the information.
I am asking for help and a refund as an over drafted account affects me and I am telling the truth. I also do not have XXXX to waste especially at a time during a crisis. I was trying to keep my job. I lost my job because I did not trigger.
I can provide all of the documents provided to USAA and all forms of communications, including what the merchant sent in which was false information.
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 5, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CO
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 paid XXXX on my credit card on XXXX XXXX. The amount paid has still not been applied to my account. It has been 8 days. Additionally this company will not correct a problem with accepting payments on their end for renters and auto insurance, an account I have with them as well. I am on auto payment, but I have to dial in monthly to pay on my account. Their system will not accept payment.
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.