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 15, 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: Problem using a debit or ATM card
Full Complaint:
USAA routinely denies debit card didputes even when the account holder sends in requested information Debit card dispute staff at USAA do not review uploaded documents for debit card disputes I complained about this same issue over 90 days ago & it appears USAA still Has not corrected their practice of denying claims without reviewing documents -without contacting the customer Ordered an item in XX/XX/2021 -a XXXX XXXX Seller shipped on XX/XX/2021 Recieved XX/XX/2021 Seller shipped in a glass bottle -bottle was broken & liquids leaked out Sent email to seller with photos requesting a refund /no response Filed a dispute with Usaa via phone call Uploaded photos same day of broken bottle /spillage Today XX/XX/2021 Usaa reversed my credit -denied my claim I uploaded photos to USAA that clearly show a broken bottle -leaked liquid therefore I did not recieve my product ordered I uploaded my email to the merchant /requesting a refund Even after that I got a letter from Usaa requesting supporting documents I then uploaded the documents a 2nd time on my account -dispute tab & they still denied my claim I know I cant be the only person experiencing this issue You cant talk anyone in the department that does disputes The people in the dispute department arent reviewing or receiving supporting evidence Or They receive it and deny the claim anyway XXXX XXXX XXXX XXXX
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 13, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NJ
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-Issue: Problem with fees
Full Complaint:
Re : Feedback, XXXX, USAA ( XXXX credit card ) Interest dispute : Interest of {.00} occurred as a result of USAA failure to provide billing statements as reported to USAA in complaint. All interest an fees were to be removed to this lack as reported in complaint. Complaint contains name and date of my talk with USAA rep. Repeated calls to USAA requesting copies of statements were ignored for months. Finally USAA provided the statements for review for accuracy before payment. Payments were late due to USAA ‘s failure to provide statements in a timely manner. Many phone calls were made to USAA. No one had taken action to resolve the problem. I had informed USAA that payments, including the {0.00} payment could not be made until I received the statements. The reps understood this. Payments due were paid in full. The {.00}. should not have been billed.
As to credit limit, I repeat that I never received USAA ‘ letter and nor otherwise informed of the reduction from {000.00} to {00.00}. Repeated phone calls to USAA requesting a copy of the letter were ignored. Even after the complaint USAA saw fit not to send a copy of the letter.
USAA sent a negative remark to the Credit Bureaus resulting in at least a 26 point reduction in my score. Apparently, USAA reduced the limit based on the late payments caused by the company. Such action is unacceptable considering the facts. USAA never provided the ” Remark ” sent to the credit bureaus upon my requests. delayed payments were due to USAA ‘s long delay in statements.
As to contacting ” staff : ” staff has not been cooperative in resolving either issue. Simply put, it’s a waste of time. Note that USAA would not send me letters in reply to mine, but provided CFPA a broad statement that could have been given to me 10 months ago.
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 15, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: KS
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: Credit card company isn’t resolving a dispute about a purchase on your statement
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 12, 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: Their investigation did not fix an error on your report
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: March 15, 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 refuses to close this account.
Requesting since week of XXXX XX/XX/2021 due to unauthorized funds transactions.
There is no longer a debit card attached to this checking account ending XXXX.
Delay last week, IT issue.
IT Ticket Spoke with XXXX XX/XX/2021 Received a phone call regarding unauthorized charges day of IT Ticket and phone call from above representative.
I had just received a text with a USAA number to reach for the the unauthorized purchases to make contact.
Representative legitimate contact at USAA in question.
Refused service except for open account.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: March 12, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Money transfer, virtual currency, or money service
Sub-Product: Mobile or digital wallet
Issue: Fraud or scam
Full Complaint:
To Whom it may concern ; The afternoon of XXXX XXXX 2021, I received a call from someone who said they were a representative from XXXX and that this was a urgent matter. They had me verify things in my phone settings convincing me my phone had been compromised and that they would need to access my phone in order to stop the hackers from stealing money from my bank accounts. While this was in process I became concerned and called the USAA Fraud line. I received a message that it would be 2:49 minutes before anyone could speak with me. I called several times in the hours proceeding. The same message over a 2hr wait to speak with anyone. I finally figured out that I could block my USAA account thru doing some research on line. I blocked my account the same day. I was able to finally reach a USAA rep XX/XX/XXXX and they opened up a dispute in my behalf. XX/XX/XXXX I got a call from USAA Rep explaining she would reach out to XXXX the company responsible for transfer these unauthorized funds and call me back. Never got a call back! Reached out to USAA and was transferred to another USAA rep in the fraud dept. I was told they would appeal this unauthorized charge. No action has been take again!
I have filed a Fraud report with the Federal Trade Commission ( Report Number XXXX ) Please Advise XXXX XXXX
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: March 12, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Debt collection
Sub-Product: Credit card debt
Issue: False statements or representation
Sub-Issue: Attempted to collect wrong amount
Response Type: Closed with non-monetary relief
Date of Complaint: March 14, 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: Problem accessing account
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 15, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA
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:
My identity has been compromised by somebody that I do not know. Please feel free to give me a call if you have any questions or concerns.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: March 15, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: WA
Product: Mortgage
Sub-Product: VA mortgage
Issue: Trouble during payment process
Full Complaint:
On XXXX XX/XX/XXXX I received a threatening letter from USAA Federal Savings Bank in reference to loan # XXXX. The body of the letter indicated that my ” hazard insurance ” had expired. The threat came in the sentence ” Because hazard insurance is required on your property, we plan to buy insurance for your property. YOU MUST REIMBURSE US FOR ANY PERIOD DURING WHICH THE INSURANCE WE BUYIS IN EFFECT BUT YOU DO NOT HAVE INSURANCE. THE INSURANCE WE BUY WILL BE SIGNIFICANTLY MORE EXPENSIVE THAN INSURANCE YOU CAN BUY YOURSELF.
The issue is that I do have insurance for my house through USAA. The letter itself is deceptive in claiming that I need Hazard Insurance. From the National Homeowners Insurance Organization — The reason hazard insurance is a common term is actually because of lenders. Your mortgage provider may require hazard insurance at minimum before they will issue you a loan, because that is the only portion of the homeowners insurance policy related to the structure of your house itself. This may create the misconception that you can buy hazard coverage separately from homeowners insurance, which is a lie. If your lender has specified that you need hazard or dwelling coverage, just know that buying a homeowners policy will satisfy their requirements.
This current complaint is in conjunction with my previous complaint filed against USAA/Nationstar last year XXXX originally filed XXXX XX/XX/XXXX. XXXXUSAA ‘s incompetence led to un needed frustration. The outcome of the incident reflected that neither USAA/XXXX were being honest and that : My property taxes were paid by me and not XXXX/USAA ( even though they claimed they paid for the property taxes in XXXX ).
The entire amount of my escrow was to be refunded to me immediately.
It is my impression that since XXXXUSAA had been thoroughly in the wrong and called out, they are once again trying to intimidate me. My insurance carrier for my house IS USAA. They have no grounds for their claim I do not have insurance on my home and sending me a threatening letter.
The website they provided so I could update my information www.mycoverageinfo.com/usaa, does not work. I hae attached all pertinent documentation.
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.