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 7, 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:
XXXX XXXX requested closure of account at USSA for the third time. I tried transferring the funds to a retirement account/new banking account wire transfer and XXXX to keep misappropriation of funds transactions occurring to XXXX. The calls were long and repetitive. Upon making the transfers out of the account the funds were rerouted back to the USAA account where other unauthorized ACH transfers occurred resulting in NSF fees. I did not make the transfers. USAA was investigating bill which I had paid and not the issue of rerouted funds and they do not respond to their XXXX email. There was no answer as to how or why there were misappropriated funds to another bank account. They just stated they recovered it and still refuse to close the account. Their reason is there must be a 24 hour period of no transactions to close the account. There are unauthorized transactions, I have no control. I have had more issues with USAA representatives, ongoing. Question of quality and standards of the security. At times as strict and on cue as I wish for it to be and then one day, a representative will help me with auto and checking and give me a new pin to reset my pin. I once told a rep someone has to be changing my pin and password to access accounts. I closed out a life insurance policy of 13 years for XXXX due to the fact I wanted to leave USAA completely with the thought someone had been accessing my personal information. Once a representative thanked me for being a member for 22 years, how long I was married, recently divorced. I have only been a USAA member for 18 years at best at the time she mentioned it which raised so many red flags. I have tried to bring clarity and let the representatives know to stay on top of the process. I had been going without a pin for so long until I changed wireless service recently. Thank you for your review.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: March 8, 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:
XXXX, XXXX, XXXX … XXXX XX/XX/2020 USAA took {00.00} from my Checking Account. I had deposited it in XXXX. XXXX XXXX at XXXX XXXX XXXX XXXX in XXXX XXXX, CA says he does not have a stop payment or a deposit returned to his client, my former boss, XXXX XXXX If this is true where did my Money go? USAA has not told me where the money went jut that it i gone which was my initial complaint of not providing my electronic deposit with FDIC protection. Where did my {00.00} go? To XXXX XXXX maybe?
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 9, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA
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:
Upon checking my credit report, I notice an account from USAA SVG BK that I believe is not being reported correctly on my credit report. On XX/XX/2020, I sent them a certified letter informing them that they were reporting inaccurate information on my credit report and requested that they provide me with the information that they used to verify the accuracy of my account. After not hearing from them for more than 45 days, I sent another certified letter on XX/XX/2020, again requesting that they provide me with the information they were using to prove the accuracy of my account. I also sent certified letters along with my Identity Theft Report to the three credit bureaus on XXXX XXXX and XX/XX/2020 asking them to verify or remove the negative report on my credit report that USAA SVG BK were reporting. So far, I have not gotten a response from them either. As you can see, I have been dealing with this situation for several months with no success, so I am writing to you to help me with this matter.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: March 8, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA
Product: Debt collection
Sub-Product: I do not know
Issue: Communication tactics
Sub-Issue: You told them to stop contacting you, but they keep trying
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: March 10, 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: Problem with a credit reporting company’s investigation into an existing problem
Sub-Issue: Investigation took more than 30 days
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: March 9, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA
Product: Vehicle loan or lease
Sub-Product: Loan
Issue: Getting a loan or lease
Sub-Issue: Fraudulent loan
Complaint Tags: Servicemember
Response Type: Closed with explanation
Date of Complaint: March 8, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MO
Product: Checking or savings account
Sub-Product: Checking account
Issue: Opening an account
Sub-Issue: Confusing or missing disclosures
Full Complaint:
Currently my husband and I hold a lot of accounts with USAA Bank. We opened several youth checking accounts but were never told about their secret policy that they have. Back in XX/XX/2021 my husbands XXXX XXXX XXXX called USAA to request a debit card be sent to his address. ( He lives with his mom ). His mom took over the phone call and verified her sons information. She then was able to have a debit card sent to her physical address and on XX/XX/2021 she went and spent all the money in her sons account for herself even though she didn’t open this account and is NOT an account holder. USAA never contacted my husband or I that a new debit card has been issued or that the XXXX XXXX XXXX had called in. According to them any child ages XXXX are account holders and as long as they can call in customer service and give permission to a ” legal ” guardian than that said guardian can them make changes to the account including ordering a debit card, having it shipped to a different address than on file and are able to access the funds in the account. They are treated as an account holder even though they are NOT an actual account holder. This is not listed in the terms and conditions or disclosures. If we were told that a biological parent could become an account holder by the say so of a minor we never would have opened these accounts. I asked for documentation that states that is a policy and they said that they cant not provide that to us. So basically money that does not belong to you can become yours as long you can get a minor to say you are there legal guardian and have the DOB or SSN information.
Complaint Tags: Servicemember
Response Type: Closed with monetary relief
Public Response:
Company believes complaint represents an opportunity for improvement to better serve consumers
Date of Complaint: March 8, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: SD
Product: Checking or savings account
Sub-Product: Checking account
Issue: Closing an account
Sub-Issue: Funds not received from closed account
Full Complaint:
USAA closed my account in 2020 end of XXXX At the time of account closure done by USAA due to fraud happened to me, check with {00.00} and some changes is supposed to be mailed to my address on file. {00.00} includes military XXXX and social security XXXX. However, only {.00} check was received from USAA in early XXXX. I contacted thru phone in XXXX, but the response was unsatisfactory and stated that {.00} is all I would get.
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 8, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MO
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Deposits and withdrawals
Full Complaint:
A duplicate payment was sent to my Mortgage company. My request for my money to be returned was met after escalation with promises of a call from the Dispute Dept and an Issue Resolution Manager. I got NO calls. I have called them 3 more times. They still have not returned my funds or responded in any way.
The money was taken on XX/XX/2021. I got a low balance notification the next morning.
XX/XX/XXXX-Called, given 7-10 day response, refused that resolution, escalation resulted in commitments that the Dispute Department would call me by the next morning and a manager would also call me the next day.
XXXXCalled Credit card to get remaining points moved to make payment ; the mobile app had moved the first {0.00} in points before telling me that it would take 2 days to show up in my account. Representative committed that the CC payment would process and show on time.
XXXXChecked accounts : -No {00.00} returned – {0.00} CC Points gone from card, still not in bank account, Car payment shows paid on the XXXX side and on Bill Pay , not on bank account … … CC shows paid but Those points are still on the CC/did not come from bank account?????
-USAA car insurance autopayment coming this week.
-Called insurance group asking to drop autopay. Person spent 15 min reviewing this issue and never accomplished anything but dropping my autopay.
To support my statement that I in no way requested a second payment I will share that I did not need to pay my mortgage this month, it was a mistake. My original forbearance ended in XXXX with payment in XXXX. I set the payment out to XXXX months ago. If I had gone in to do anything with this bill it would have been to cancel the XXXX payment.
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 8, 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: Problem making or receiving payments
Full Complaint:
I set Up autopay with my debit, for some reason USAA stopped the payment. This caused a {0.00} late fee from my apartments.
Upon talking to customer service rep, she couldnt tell me why it was stopped. She also said they wont cover the late fee.
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.