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: July 7, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NY
Product: Debt collection
Sub-Product: Auto debt
Issue: Attempts to collect debt not owed
Sub-Issue: Debt is not yours
Full Complaint:
USAA FEDERAL SAVINGS Bank reporting to the 3 credit bureaus as a derogatory mark on there I aske that this be remove balance of {000.00} is a negative report on my credit reports AND HAVE SENT SEVERAL LETTERS TO AGENCY ALL COME BACK RETURN TO SENDER
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: July 7, 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: Deposits and withdrawals
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: July 7, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
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:
I got these accounts that does not belong to me and i want them to be remove from my credit report.
1. Identity Theft XXXX XXXX Account Number : XXXX This is not mine.
2. Identity Theft XXXX XXXX Account Number : XXXX This is not mine.
3. Identity Theft XXXX XXXX Account Number : XXXX This is not mine.
4. Identity Theft USAA FEDERAL SAVINGS B Account Number : XXXX This is not mine.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: July 7, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: IL
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Deposits and withdrawals
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: July 8, 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
Full Complaint:
On XXXX I called XXXX the travel site. I booked a hotel rooms for XXXX 2021 through XXXX. The agent charged my USAA debit card ending in XXXX. Upon arriving to the hotel the clerk could not find my reservation. I called XXXX at XXXX XXXX XXXX XXXX and they stated the rep put in the request for XX/XX/2021 through XX/XX/2021. XXXX apologized and stated they would refund my fee and cancel my booking. After leaving the hotel I was assured by XXXX to expect a refund within 3-5 business days.
After a week I again called XXXX who stated they put in the request to XXXX XXXX to refund my card. I called XXXX XXXX at XXXX the cashier said she would have a supervisor call me back. They never did.
I called USAA in XXXX. Spoke with a rep. She stated she would institute a Dispute and they would issue a temporary credit. I received a letter on XX/XX/2021 which I will enclose stating they need more information and giving me a due date of XX/XX/2021.
I enclosed the reservation from XXXX. The cancelled booking from XXXX and proof of the payment via my debit card I provided my bank statement from USAA showing my $ XXXX charge to my card.
I called the CS rep after to I submitted my documents to speak to the Dispute to both verify that they could see my documents and that this was all I needed. I was informed by the rep that the dispute department DOES not take calls but she would send a message over to them to give me a call if they had any questions or concerns. She was able to look and verify that I did submit documents.
I heard nothing else but received a letter XX/XX/2021 stated that they either did NOT get my documents or they were not what they needed. This is not true. The copy of the voided receipt was furnished. And the copy of my bank statement was furnished as well. Also I furnished the cancelled booking as well.
They are saying they are going to reverse the Temp Credit and charge my account on XX/XX/202 for {0.00}
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: July 7, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AL
Product: Checking or savings account
Sub-Product: Savings account
Issue: Managing an account
Sub-Issue: Deposits and withdrawals
Full Complaint:
– Failed to complete money transfer from previously verified, utilized and valid account.
– Erroneously charged a Returned Item Fee – Harassed and threatened me – Failed to acknowledge that I was not at fault and refused evidence to prove their error.
See Attached Documents for Details and Evidence
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: July 8, 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: Information belongs to someone else
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: July 8, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MO
Product: Mortgage
Sub-Product: VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage
Complaint Tags: Servicemember
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: July 7, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Checking or savings account
Sub-Product: Other banking product or service
Issue: Managing an account
Sub-Issue: Problem accessing account
Full Complaint:
I can’t provide dates, but probably the bank can. I contacted them at least six times over the past eighteen months to complain that their new security system was not functioning for me since they installed the new protocol. Sometimes they got back to me when I left a message, sometimes not. When I spoke with IT, I asked whether someone might be hacking my account or whether their system was merely dysfunctional. They said no one was, to their knowledge, hacking my account. They said they would work on the problem. Sometimes it was solved. At least on one occasion, it was not. Three to four months later I called in again, etc. Sometimes it was solved within a few days, sometimes not for two weeks. It’s been completely erratic with them.
In the last week of XXXX I was able to access my account, but the next day the same issue arose. A couple days later it worked again. Then again, a day or so later, I could not access the account. As of today, I still can not access my account.
The USAA customer service phone line has for a month XXXX or more ) had a phone queue of 55-90 minutes during business hours. Rarely can I devote that much time to waiting for someone to pick up the phone. Last night ( this morning at XXXX XXXX PST ) I got them after a four minute wait. Their wait time about four months ago was between 2-10 minutes. Now, I don’t even bother asking them to fix the security issue. They can’t do it reliably. I just use their customer banking service instead. But being unable to use the computer, which has greater facilities than their phone app, has become intolerable – I have had it. Please investigate their banking security system and customer service phone queue practices, which are certainly far, far below ” best. ” Thank you.
Response Type: Closed with explanation
Public Response:
Company believes it acted appropriately as authorized by contract or law
Date of Complaint: July 7, 2021
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CO
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-Product: Other personal consumer report
Issue: Problem with a company’s investigation into an existing issue
Sub-Issue: Difficulty submitting a dispute or getting information about a dispute over the phone
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.