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: April 21, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
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:
USAA is NOT a company with whom one should obtain a credit card due to arbitrary and unfair clauses in their credit card agreement.
I made a payment for {000.00} on XXXX XXXX, which USAA shows as paid on that date, however, USAA refuses to update the available credit until XX/XX/2021 even though the payment has cleared the U.S. domestic checking account upon which it was written. USAA has subsequently sent me notifications that I must make a payment in order to continue to use the card and also denied charges. If I make payments and you refuse to credit them, what else can I do, USAA??
The credit card agreement states that payments received by XXXX will be credited the date of payment if they are drawn on a XXXX XXXX or within 5 days if they do not meet that requirement, however, it then caveats they reserve the right to withhold credit availability on any payment. The inclusion of the clause ‘We reserve the right to withhold credit availability on any payment. ” allows USAA to create arbitrary and unreasonable reasons to withhold posting payments and updating available credit to the detriment of the consumer even when evidence demonstrates valid payment.
I reached out to customer service where a lengthy phone call could not resolve the issue, their executive resolution team could not resolve the issue and I was finally referred to the office of the CEO to obtain the name of the CFPB to file this complaint.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: April 20, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NY
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-Issue: Problem with rewards from credit card
Full Complaint:
I received a check from USAA in the amount of {0.00}, dated XX/XX/2021 made out to the estate of my late husband for unused credit card rewards and interest. However this check was received 7 years and 10 months after the death of my husband. His estate was settled many years ago and there is no estate account, so the check could not be cashed. I contacted USAA via telephone and they advised me, they knew this was a problem, as most of the recipients had a loved one that had passed more than 8 years prior and they were sorry and working on a solution and I should call back in a week for an update. When I called a week later, they advised they were still working on a resolution and I should call back in another week. A week later I was then given another number to call XXXX. I called that number on XX/XX/2021 and they advised there was nothing they could do about the changing the payee of the check and it would remain made out to the estate of my late husband. They advised I should hire an estate attorney and open an estate account. When I said that would cost more than the value of the check of {0.00} they said there was nothing they could do about it. I offered to send them a copy of my husband ‘s will, naming me sole heir, so they could make out the check to me, but they said that was unacceptable. When I asked to speak to a manager or supervisor, they refused to put me through, because I don’t have an active account with them! When I asked how this could happen all these years after my husband ‘s death, they told me the funds were found during a department audit, however they could not explain why it took them over 8 years to conduct said audit. I told them it seems obvious that they do not want to pay these funds to the rightful heirs and sounds like fraud and theft. Anything you can do to help would be greatly appreciated. Thank you.
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: April 21, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MD
Product: Debt collection
Sub-Product: Other debt
Issue: Took or threatened to take negative or legal action
Sub-Issue: Threatened or suggested your credit would be damaged
Full Complaint:
To whom it may concern : I received a notice from USAA auto insurance saying that on XXXX XXXX, XXXX, their client alleged that while I was leaving a parallel parking space on a XXXX XXXX, I backed into their vehicle and fled the scene. USAA alleged that their client took their vehicle to the claims adjuster and they adjudicated the claim in the amount of {0.00}.
When I called to inquire about the allegation, USAA claimed that their client had a video of the alleged incident. In complete disbelieve that USAA alleged that my vehicle caused {0.00} worth of damage to their clients vehicle, I requested, in good faith, to view or receive a copy of the video to determine that it was indeed my vehicle responsible for the incident — USAA, over the course of two months, neglected to communicate with me nor send a copy of the video.
In XX/XX/XXXX, having received no communication from USAA, I wrote them via their web portal requesting them to dismiss the claim. The company, again, did not respond to my inquiry and instead sent my case to collections.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: April 21, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Checking or savings account
Sub-Product: Savings account
Issue: Managing an account
Sub-Issue: Deposits and withdrawals
Full Complaint:
I’ve banked with USAA for over 10 years. After an attempt to bank with XXXX XXXX XXXX, I changed my mind because of poor customer service. I should have a total of over 35k in my account ; I should be able to access that account since over $ 25k of that amount was already in my USAA account. As of yesterday XX/XX/20, I had no warning call, no email, no text and my card was declined. I am since that time also unable to access my accounts online. When I call in, the prompt tells me to call back : tomorrow, during business hours XXXX which I’m calling within ). I finally get a live Rep and they tell me that the prompt on their screen insists they read to me the following : ” I’ll be transferring you to a specialist … ” and when the live Rep transfers me, the line disconnects or tells me to call back tomorrow. I have started recording these calls as I’m at a loss for what is happening.
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: April 22, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: April 22, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Money transfer, virtual currency, or money service
Sub-Product: Mobile or digital wallet
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: April 21, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA
Product: Money transfer, virtual currency, or money service
Sub-Product: Domestic (US) money transfer
Issue: Other transaction problem
Response Type: Closed with explanation
Public Response:
Company believes complaint caused principally by actions of third party outside the control or direction of the company
Date of Complaint: April 22, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MI
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:
Divorce in XXXX. Took on too much debt in the divorce. Signed up for debt relief service in XXXX. Setted all debt but one- USAA XXXX
USAA charged the account off I XXXX. I received a tax bill for the charged off debt in XXXX and paid it. USAA is reporting the account is closed but still reporting that I owe them.
USAA is holding my credit report hostage. They’re aren’t even offering me a deal. They charged the account off, closed it, reported it the IRS, I paid the bill and they are still reporting it. Why? To be vindictive? I’m never paying them a dime AND I’m a servicemember.
Complaint Tags: Servicemember
Response Type: Closed with non-monetary relief
Public Response:
Company believes complaint represents an opportunity for improvement to better serve consumers
Date of Complaint: April 20, 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 using a debit or ATM card
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: April 20, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MN
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
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.