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 28, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MD
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 23, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MN
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
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: April 27, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AP
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-Product: Credit reporting
Issue: Problem with fraud alerts or security freezes
Full Complaint:
I am XXXX XXXX in XXXX. I had been locked out of my account ( couldnt call to request pay, log in online, use app, request account number to pay. USAA reps couldnt verify me without using XXXXverify. I submitted my ID and call back number 8 times. No response. One representative did finally respond in email. I called and unlocked account. He said the USAA verification kept flagging my ID for fraud and thats why I wasnt getting a callback. I was then able to get my account unlocked on XXXX XXXX and immediately made a payment the same day. The representatives name was XXXX XXXX. I received another call from XXXX with USAA ext XXXX but was missed. I have submitted a dispute but I have the same call back issues. I have not received a call back to provide these additional details about the dispute, and XXXX XXXX XXXX did see that there was an continuous issue with verification and that it was taking quite some time and thats why he ultimately eventually reached out to me. My account now has a payment delinquency that I couldnt avoid due to having issues with my verification labeled as fraud when it wasnt before USAA would assist me. I have had two emails saying the called me to resolve and I attempted to call back the two representatives during the hours of Monday through Friday XXXX with no avail. Instead of continuing to try to follow up with more contact information the closed my dispute. I had always wanted to pay and have phone logs to show I have tried numerous times to take care of this issue. Not once until after I was overdue did any representative tell me to mail in a check and with that provided no additional information on who or how to send the payment. I will attach phone logs. I have XXXX missed calls, 2 that were erroneous answers to push a key to continue and one from XXXX, after I finally got access to my account. Another issue that didnt allow my ssn and credit card to match and verify my ID was since my card was cancelled it showed I no longer had any services through the bank, therefore they representatives also were unable to assist without verification through their verification program. Only until I submitted a formal complaint from XXXX XXXXhat they wanted to resolve the issue, ultimately I have received no calls to fix the issue as I had problems before. I have no issues from any of my other banks, like XXXX XXXX XXXX XXXX and XXXX for my banking needs.
Complaint Tags: Servicemember
Response Type: Closed with monetary relief
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: April 24, 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: Account status incorrect
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 26, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Money transfer, virtual currency, or money service
Sub-Product: Domestic (US) money transfer
Issue: Fraud or scam
Full Complaint:
I was scammed by one of my friends XXXX pages for covid 19 help and shes a musician. It was giving money in return for a bigger amount of money in return. I sent it through my XXXX XXXX and then they were asking for more money. I sent {0.00} on XX/XX/21. when I told them on XXXX XXXXr it was a scam they blocked me. Come to find out it wasnt my friend but a scammer and her page had been hacked. Me and so many others fell for it.
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: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Deposits and withdrawals
Full Complaint:
Today XXXX I attempted to deposit 2 checks into my usaa checking account via the mobile app. I was shocked as for the first time ever USAA is only allowing me to deposit {00.00}. I called in to speak to someone wasting tons of time out of my day only to find out they did not know the reason as to why. The Represenative said that she could only raise my daily deposit limit to {00.00}, which is pure garbage. Additionally, USAA is now only allowing me to withdraw {0.00} per day from my checking account, which is also pure garbage. I feel very alienated by USAA. I am requesting that the CFPB investigate this matter. I do not want USAA to call me on the phone as I am represented by an attorney. Any phone calls will result in an instant filing. In the event USAA does call me I do not want to be recorded at all.
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: MD
Product: Money transfer, virtual currency, or money service
Sub-Product: Domestic (US) money transfer
Issue: Fraud or scam
Full Complaint:
I am a XXXXr in the XXXX and will be moving to XXXX in XXXX. I have been looking for apartments online and found a 2 bedroom 2 bathroom apartment for rent at XXXX XXXX XXXX unit # XXXX, XXXX, HI XXXX. It was listed on the XXXX website who works with XXXX. I emailed the broker, XXXX XXXX. He emailed back saying they could hold the apartment for me if I sent the {00.00} security deposit and {00.00} 1st months rent, so {00.00} total. He also sent a non-binding lease and said if I don’t like the apartment in XXXX, we can cancel the lease and get our money back. I signed the lease, XXXX XXXX ( real estate broker ), and XXXX XXXX XXXX ( land lord ) also signed the lease. I then sent the {00.00} from my USAA account to XXXX XXXX XXXX XXXX account, account # XXXX, routing number XXXX on XX/XX/2021. XXXX emailed back confirming receipt of the payment and said we could do a XXXX meeting on the weekend of XXXX XXXX to view the apartment, as the current renter ‘s lease was up the 9th. I said either day would work and asked what time. After that I never heard back. Throughout the next week I sent 4 follow up emails and left 2 voicemails at both his numbers, XXXX and XXXX, with no response. I then filed a dispute with my bank ( USAA ), as I’m now realizing it was a scam. My bank contacted XXXX XXXX and they were unable to recover the funds and I will not be receiving any of the {00.00} back. USAA has told me there is nothing they can do, as the fraud department was unable to recover the funds.
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: NV
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:
XX/XX/2021 Lawsuit has been and a court date set filed by my attorney in XXXX XXXX in Civil court against USAA false claims on my credit report and failure to conduct any investigation of fraud on my account. I have had USAA served and no response at all from USAA. They also bullied me into paying {00.00} of the fraud charges due to they knew I am XXXX XXXX XXXX and cant have bad credit.
USAA Federal Savings Bank XXXX XXXX XXXX XXXX XXXX TX XXXX Dear USAA After reviewing my credit report, I am writing to dispute the following inaccurate information, all of which result from FRAUD CHARGES ON MY USAA CREDIT CARD XXXX and is not information relating to any transaction I made. Please investigate each account listed below as the charges are fraudulent and were made without my consent.
I was bullied by all your staff at USAA bank to pay the fraud charges of {00.00} DUE TO YOU RUINED MY CREDIT. I am a XXXX XXXX XXXX XXXX XXXX living on XXXX XXXX. Why would I ruin XXXX years of XXXX credit score? After contacting the local police agencies and the FBI I should have not paid the fraud charges until it was fully investigated by USAA fraud department and a letter was sent to me clearly denying my claim. I have consumer rights by law to file an Affidavit of complaint. I also contacted a local law firm here in XXXX XXXX that are experts in this matter and they clearly stated to me I should have never paid the fraud amount until a professional investigation by USAA was done. I was told that this is the first step I must do to fix this matter.
I have asked over and over to do a complete investigation and check the atm cameras and I can prove I was not in the same state that the fraud occurred. ( No investigation was ever done by USAA Fraud Department ) I was never allowed to speak to someone in the fraud department.
I was never notified in writing that USAA Savings bank denied my fraud charge claim and I was responsible for all the charges on my account.
I would like to see prove that I received those notices in writing.
This whole matter has brought me to an incredibly sad mental state and have had counseling over losing my house due to now I cant refinance my house with bad credit.
( Police reports Filed ) XXXX XXXX XXXX Police XXXX / FBI IC3 Ic3 XXXX The XXXX XXXX XXXX police have started the investigation and taken my affidavit of prove that I was not in the states or locations of the fraud on my credit card. The FBI IC3 unit has also started their investigation and received my affidavit.
ACCOUNT NAME – ACCOUNT # XXXX Please investigate this account, as the charges are fraudulent, and were made without my consent.
Sincerely XXXX XXXX XXXX XXXX XXXX XXXX XXXX NV XXXX XXXX
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: April 26, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MD
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
Date of Complaint: April 26, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: SC
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Deposits and withdrawals
Full Complaint:
Good afternoon, USAA is unwilling or unable process an ACH transaction so that I can send money from my USAA bank account to my XXXX XXXX XXXX account – a routine transaction ( XXXX XXXX ACH transactions each quarter in the US ) that most banks do at little or no cost. Alternatively, USAA offered to charge me {.00} for a wire transfer or to contact XXXX XXXX ( who presumably isn’t a charity and would charge me high fees ).
I spoke with numerous representatives at USAA of increasing seniority and all told me the same story ( above ).
Surely, I am not a unique USAA customer and many others are being unnecessarily directed to complete wire transfers or other expensive transactions that benefit USAA ‘s revenues.
Thank you for your help XXXX XXXX
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.