UNITED SERVICES AUTOMOBILE ASSOCIATION
Consumer Complaints
There are over 6379 complaints on file for UNITED SERVICES AUTOMOBILE ASSOCIATION. Dated between 2019-12-06 and 2011-12-02.
Complaints Page 13
2019-09-13
Bordersville, TX
Managing an account
Checking or savings account: Checking account
Deposits and withdrawals
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-09-13
Carver, MA
Problem with a credit reporting company's investigation into an existing problem
Checking or savings account: Savings account
Their investigation did not fix an error on your report
Complaint: I was shocked when I reviewed my credit report and I still found multiple inaccuracies on my credit report from the 3 major credit bureaus. I've attempted several times to ratify the issue with the original creditors and credit bureaus and they still reporting inaccurate, unverifiable information.
I'm not sure why I am seeing multiple inaccuracies lsuch as having past due amount when you claim this as charge off. Can you please send me an updated report, otherwise DELETE this form my file!
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-09-13
Occoquan, VA
Closing your account
Credit card or prepaid card: General-purpose credit card or charge card
Company closed your account
Complaint: Please reference CFPB complaint : XXXX Additional information : USAA called me on XX/XX/2019 saying they received a notification from the CFPB and would be cashing out the CD that back my secured credit card that was closed on 1XX/XX/2019. They stated clearly that they would be sending me a check for the full amount and reviewing their policies for how they hand secured credit cards in the future.
THEY LIED!
Today is XX/XX/2019. USAA did cash out my CD but they are now denying me my own money. They have effectively STOLEN my money, over {$1000.00}. I NEED HELP GETTING MY MONEY!
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-09-13
Tarzana, CA
Managing an account
Checking or savings account: Checking account
Problem using a debit or ATM card
Complaint: Usaa has really mishandled this entire situation that I am about to explain. I contacted USAA a few months back to open a dispute about two debit card transactions that I wished to dispute. This is my only dispute in 6 months. Usaa concluded that the item in question nothing had been done wrong by the vendor. The vendor was a gym and they said in order for me to get a refund that I had to allow them to use my XXXX page and set my main profile image to their gym artwork and each time I was there I had to do a check in online or I could not get a refund ... USAA closed my dispute prematurely and reversed over {$400.00} in temporary credit because it sees nothing wrong with this conditional waiver to consumer privacy.
I contacted Usaa this past week to find out why they did this and spent over 1.25 hours on the phone with them only to be told that I would have to reopen my dispute and that they would reissue a credit again, but it might take 1-2 business days to receive, this ended up not being the case as I called in on the 3rd business day and the rep said who ever I talked to before the call has given me wrong information stating that I would not be getting a temporary credit. This seems wrong that usaa see nothing wrong with the vendors behavior mentioned above and is refusing to side with me and charge back on the vendor.
The entire handing of the matter shows that the left hand does not know what the right hand is doing at usaa XXXX XXXX
I am requesting that usaa do the right thing and refund my money.
Please do not call and communicate in writing only.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief
2019-09-13
Pinellas Park, FL
Problem with a lender or other company charging your account
Checking or savings account: Checking account
Transaction was not authorized
Complaint: On or about XX/XX/15 I transferred {$250.00} into my checking account to cover the highest balance and most past due of my two credit cards in the amount of {$250.00}. This left a remaining slightly late balance of {$150.00} due on the other card and it was agreed between myself and the USAA Special Debt Solutions agent on the phone that rather than have them auto debit the payment ( because of the inability to change, modify or cancel payments they create and the problems that caused in a previous transaction ) I would check back in approximately a week and make the payment manually.
Unfortunately the medical issue that caused me to become severely late in the first place earlier this year reoccured and I was immediately hospitalized for an additional extremely long period of time and only within the past two weeks.
Upon my return it was discovered that USAA had gone ahead and auto debited the {$150.00} from my checking account without my permission, force overdrawing the account which remained overdrawn without my knowlege or ability to correct it for an extended period of time because I was hospitalized yet a second prolonged period of time.
Subsequently USAA closed and charged off my checking account that they unlawfully caused to become overdrawn and now they refused to fix the issue they caused in the first place.
Ironically this is the very same group within USAA that is responsible for the class action that USAA just settled with the Consumer Protection Board and is exactly the same type of behavior that got USAA in trouble to begin with. It's vividly clear that USAA has not learned from their punishment and continues to engage in the same unlawful practices.
When I was made aware of what caused my account to be closed the agent I was working with attempted to contact the USAA Special Debt Resolution unit that had unlawfully forced the ACH payment in the first place. They told her they would only reverse it if they could speak to me directly. She noted the account in great detail and then transferred the call.
XXXX # XXXX then took over the call however instead of working with me as promised to reverse the unlawful charge he immediately went into trying to collect on my two credit cards. When I stopped him and said wait a second, you told the other agent you were going to take care of the charge and the only way you would do so is if you could talk to me about it and now you refuse to talk about that at all opting instead to discuss my other accounts he completely denied telling the original agent this however the calls are recorded and she clearly documented the conversation between all parties.
XXXX # XXXX flatly lied to the originating agent for the sole purpose of getting her to transfer my call to him. In the end the call was terminated and he was nofitifed there would be consequences for his dishonesty. Dishonesty and unlawfulness that apparently runs rampant in his department. This group appears to be have been given carte blanche within USAA despite being the cause of the most recent two Class Action Federal Complaints.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-09-13
Royal Palm Beach, FL
Managing an account
Checking or savings account: Checking account
Deposits and withdrawals
Company Response: Company believes complaint is the result of an isolated error Closed with explanation
2019-09-13
Las Vegas, NV
Fraud or scam
Money transfer, virtual currency, or money service: Check cashing service
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-09-12
Shalimar, FL
Managing an account
Checking or savings account: Checking account
Problem using a debit or ATM card
Complaint: I was on vacation for the weekend when my phone was stolen along with my wallet which contained my debit and credit card on XX/XX/2019. At the time, I was unaware that the items had been stolen until a few hours later. Upon realizing the items had been stolen, I logged on to XXXX and discovered the thief used my phone to transfer {$3500.00} dollars from my savings to my checking and withdrew in increments of {$500.00} seven times for a total of {$3500.00}. The thief also cash advanced off of my credit card for {$200.00}. The unlock code for my phone screen was the same as the four digit number to access my mobile banking on my phone which apparently was used for the transfer. The same four numbers were also the PIN for my debit card. If the thief had one code they had them all and were able to freely operate my account. I immediately called USAA to report the fraud after discovering this on XXXX. I then visited the local Police Department and filed a report. USAA opened an investigation in to the fraud and sent me an email saying they determined the transactions were not fraudulent. I believe that the reason for determining the transactions were not fraudulent was that the thief had access to my mobile banking as well and could have accepted the security messages that were sent regarding suspicious activity during the time of the transactions.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-09-12
Tarzana, CA
Problems at the end of the loan or lease
Vehicle loan or lease: Loan
Unable to receive car title or other problem after the loan is paid off
Complaint: USAA federal savings bank gave me a Letter of guarantee for a release of lien upon receipt of full payment. I paid in full and they never submitted the release of lien. DMV still has a recorded lien from USAA federal savings bank.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-09-12
Davenport, FL
Managing an account
Checking or savings account: Checking account
Problem accessing account
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-09-12
Bybee, VA
Managing an account
Checking or savings account: Savings account
Deposits and withdrawals
Company Response: Company believes complaint is the result of an isolated error Closed with monetary relief
2019-09-12
Managing an account
Checking or savings account: Checking account
Problem accessing account
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-09-12
Managing an account
Checking or savings account: Checking account
Cashing a check
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-09-11
WA
Credit monitoring or identity theft protection services
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Billing dispute for services
Complaint: On XX/XX/2019, I received a letter from XXXX XXXX XXXX, Assistant Vice President, Member Debt Solutions, USAA Federal Savings Bank that my account was past due. I immediately contacted USAA Federal Savings Bank. I had spoke to 3 different customer representatives. First of all, XXXX informed me that USAA placed a fraud on my credit card for XXXX payment which caused me to affect my credit scores. Secondly, I then contacted USAA, and talked to XXXX and she confirmed that the funds were released and apologies. That, the bank had the funds which was supposed to pay for the credit card payment. Thirdly, I then talked to XXXX from USAA banking department and she informed me that the XXXX payment was received. On XX/XX/2019, USAA reported my account to the credit bureau which NEGATIVELY affected our credit scores. While my daughter reported to USAA of a fraud on one of her accounts. She had to wait for USAA to reimburse her account. The credit card which she was making payments via online on a monthly basis for the month of XXXX and XXXX was stopped by XXXX XXXX due to the fraud probably at a gas tank reported by our daughter. USAA charged 2 payments in the amount of {$240.00} on XX/XX/XXXX. USAA returned one payment on XX/XX/XXXX and XX/XX/XXXX. I had received a letter that a payment was not made. So I contacted XXXX XXXX, and was informed by the banker that payments were stopped due to reporting of the fraud coming from USAA. Subsequently, USAA kept informing me that payments were not made so my daughter made payments that were charged on XX/XX/XXXX and XX/XX/XXXX. My wife contacted USAA to inform XXXX that a payment plan in the amount of {$240.00} was arranged on a monthly basis. XXXX was not cooperative and inconsiderate in satisfying the customers need as she had mentioned that is the reality a payment not made. I informed her that payments made twice on XX/XX/XXXX, and that one of the XXXX payment should be applied to XXXX. But, she said I couldn't do that. XXXX XXXX stopped payments coming from USAA including the credit card that was being paid in good faith. Currently, the new balance is {$750.00}. I am a XXXX veteran, retired, and in a fixed income.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-09-11
Santa Ysabel, CA
Fees or interest
Credit card or prepaid card: General-purpose credit card or charge card
Problem with fees
Complaint: I have been with USAA ( United Services Automobile Association ) for years and after I filed a complaint with the Credit Bureaus about Equal Credit Opportunity Act ( ECOA ), algorithm issues with regard to my credit scores, Fair Credit Billing Act ( FCBA ) - a lot of my creditors started to change my terms and conditions. There have been an unexpected increase in interest rate, was charged too much interest with USAA surprisingly. I have $ XXXX minimum payments which is unreasonable and I requested for an installment loan to pay the debt of faster - get the credit card back on track and was denied - there is inflexibility. It is a USAA rewards XXXX XXXX so I am not sure if XXXX XXXX is influencing USAAs decisions.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-09-11
Rochester, WA
Lost or stolen check
Money transfer, virtual currency, or money service: Traveler's check or cashier's check
Complaint: I ordered a cashier 's check on USAA mobile app on XX/XX/XXXX for XXXX $ and requested it be mailed to XXXX XXXX XXXX XXXX XXXX XXXX MO. USAA mailed XXXX $ check in a USPS 3 day priority envelope only insurable to XXXX $ to XXXX XXXX XXXX instead. The envelope was delivered on XX/XX/XXXX and has not been cashed yet per my inquiry today. USAA refused to admit fault! I am in horrible financial strain now due to their negligence. Tracking # XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-09-11
San Antonio, TX
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-09-10
Main Office, VA
Attempts to collect debt not owed
Debt collection: I do not know
Debt was paid
Complaint: There are plethora of issues that I would like to discuss against my bank USAA. First, I would like to discuss the inaction that took place on XX/XX/XXXX. On that day I slid off the side of the highway on an icy day after truck came speeding by. I called USAA in order to tow my car as it had taken damage and it needed a tow and they sent a tow truck operating under XXXX. I was informed that I would not have to pay anything since I pay for insurance, but when I arrived to the shop, I was asked to pay {$370.00} for the labor. I paid because I was not allowed to leave the shop without paying and contacted USAA after looking for an explanation/reimbursement. USAA redirected me to a Mr. XXXX XXXX to whom I spoke with on the phone and stated to me that he would helping with reimbursement. Several days had passed and there was no confirmation or follow-up to inform that any action had taken place. I reached out to Mr. XXXX via email with no response. Next, on XX/XX/XXXX, I was rear-ended. I spoke with USAA and the decision came back that the other person was at fault and that I would not have to pay for any repairs on my vehicle and that a replacement vehicle would be provided in the meantime. I dropped of my vehicle at the shop and received the rental car that I would be using for the meantime. When I went to retrieve my car, I had to pay {$200.00} to get my car out of the shop even though I was told that I did not have to pay anything for the repairs. I contacted USAA and they said that they would begin to work on reimbursing me again. A few weeks had passed and I had not received any news on when I would be receiving that reimbursement. I contacted them again to ask what the delay was and they informed me that because the other driver was uninsured that it could take months or even years for me to receive me reimbursement, which is ridiculous considering that I was not supposed to pay anything and that I was forced to wait months or years to receive my money back. Then, on XX/XX/XXXX, an amount of {$7400.00} was deposited into my checking account without a clue of its origins and then the money proceeded to be withdrawn from my account for two amounts at {$500.00} and two amounts of {$1000.00}. I contacted USAA and they had no idea where the money came from and asked me about the security of my account. May I add that not a single individual has access to my account and I have taken the utmost care in regards to protecting my information. USAA proceeded to provide a temporary credit for the withdrawn amounts until they can figure out what was going on. They launched an investigation which denied my access to my account for a week, and that week consisted me on asking for loans from peers in order to be able to continue carrying on about my life. I was given access back to my account after that week and I was informed that they launched a fraud investigation and shortly after there were charges on my credit and debit card that were not authorized by me as well as an order placed to changed my PIN, order a new debit card, and change my daily debit card limit, also again not authorized by me. I contacted USAA about this suspicious activity and their answer was to shut down my account and put it in a credit-only status, as well as send me new cards. I had to go another week without access to my bank and the only reason that I was allowed access to my bank was because on XX/XX/XXXX I called a USAA rep and asked why I was not able to access my money yet. The USAA rep stated that I had a negative balance of {$7400.00} and I could not use my account until I paid off that balance, which raised the question, How am I supposed to pay that off if I am not allowed to even gain access to my account? which the rep did not have an answer. They took {$7300.00} from my savings account and I still owed {$110.00} and USAA would still not allow me access to my account. I had a friend wire money to my account to pay off my remaining balance. I thought this was the end of that situation but on XX/XX/XXXX, as I was getting ready for my vacation in XXXX, USAA took out {$3000.00} from my checking account putting my balance back at a negative of {$2600.00}. I called USAA infuriated and they informed me that the fraud investigation had ended and they found me to liable for the amount and that they are taking back the amount they credited. I explained how it does not make sense to take more money out of my account since they have already taken out {$7400.00}, to which the rep had no answer to that as well. Exhausted from dealing with USAA, I contacted CFPB to file a complaint and then USAA was quick to call me and try and work with me. I thought that now maybe things would get resolved but USAA reps called me to inform me that they would be sending a check for {$200.00} and the {$370.00} but I have never received them and it has been over a month now. As far as the extra {$3000.00} they took out, I was given the number of a XXXX XXXX ( XXXX ext. XXXX ), who works in the CEO office, I have tried to reach her 5-7 times, at the times that she specified to be called I might add, with no success and it seems that they have just decided to drop the issue altogether. Now, I decided to come back to CFPB and issue yet another complaint due to more inaction and false promises.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-09-10
CO
Managing an account
Checking or savings account: Savings account
Problem accessing account
Complaint: Approximately 20 years ago, my parents opened a Custodial Savings account with USAA in my name with my father as custodian.
Approximately 10-12 years ago, as a young adult, I accessed my own USAA banking account and said savings account was associated with it. I was able to see balances and transfer money in and out of it under my own authority. I have continued to use this account without issue since that time.
Today, I noticed that this account ( with {$810.00} ) was no longer appearing. USAA did not warn me this would happen. USAA did not notify after it had happened as to why. I had to call to find out what had happened to my money.
They informed me that it was an error on their part - that I should have never been able to view the account and that said error had been corrected ( 10 years later ). What about the money in it? The custodian would be responsible for making me whole. And by the by, they were oh so sorry it took ten years to notice this and that that we didn't warn you before or notify you after that we had fixed our mistake that very much affects you.
Despite my ability to see and use the account be a mistake, apparently none of the transactions I initiated through it are fraudulent or due to be reversed. This seems like a load of corporate CYA that I would love to have satisfactorily explained to me.
Further, I was relying on money in this savings account to top off my checking account to cover an auto transaction that has posted but is pending. Obviously I may no longer be able to clear this transaction through my checking account because I - without warning - can't access the money in my savings account. The representative implied that the best solution would be to have the custodian transfer the money back to me - which may or may not happen in time. He would not commit to USAA eating any fees associated with a possible overdraft.
I have been led to believe that this was a systemic error - mine was not the only account impacted. I am fortunate in that the custodian is still living and I maintain a good relationship with him. USAA seems to have had no contingency for situations in which the account holder and user can not contact the custodian.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with explanation
2019-09-10
San Antonio, TX
Problem with a lender or other company charging your account
Checking or savings account: Checking account
Transaction was not authorized
Complaint: The week of XX/XX/XXXX i phoned USAA to ask what was the best way to set up a Bill Pay and have a live checked mailed to the USAA Branch for deposit into another USAA Members Bank Account. The representative advised me to make the payment payable to USAA Federal Savings Bank with the address of XXXX XXXX XXXX XXXX XXXX, TX XXXX, which i did. On Friday XX/XX/XXXX I scheduled a Bill Pay of {$500.00} to this Members account for deposit, which was, by no fault of mine, sent to the wrong line of business within USAA, This money was sent to USAA Property and Casualty electronically, instead of being sent to USAA Federal Savings Bank in check form as i put on the Bill Pay Instructions and now these funds are lost. I called Saturday XX/XX/XXXX and explained all this and the representative started a dispute, my account has yet to be credited. This was not my error and I should not be suffering and out {$500.00} while USAA researches their mistake! As of XX/XX/XXXX, I still have yet to hear anything so, I submitted a second dispute on USAA.Com and called after and spoke to a supervisor named XXXX at ext XXXX who assured me I would receive a temp credit while the dispute is processed and i would received that within the next day or two and it is now 3 days later and I still do not have a credit on my account. I have been calling XXXX for the last 2 days and have not received a call back from her.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-09-10
Albany, GA
Problem with a credit reporting company's investigation into an existing problem
Checking or savings account: Checking account
Problem with personal statement of dispute
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-09-10
Chula Vista, CA
Improper use of your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Credit inquiries on your report that you don't recognize
Complaint: I am active duty sailor in the military I have contacted XXXX XXXX XXXX and USAA XX/XX/XXXX, XX/XX/XXXX , XX/XX/XXXX XX/XX/XXXX I have spoken to ther credit card department, auto loan department and the XXXX XXXX XXXX banking on several occasions requesting proof of my signature for over 20 inquires for XXXX XXXX XXXX for USAA listed on all three of my credit reports . I get transferred and one is able to assist me to let me know why my credit is being pulled . I have only authorized XXXX XXXX to pull my credit on 2 occasions XX/XX/XXXX credit increase and XX/XX/XXXX auto loan . I have authorized Usaa to pull my credit for auto loan XX/XX/XXXX I have placed a fraud alert and requested I be contacting via phone (celluar number) before my credit is pulled . I have contacted XXXX XXXX and XXXX to have these inquiries remove each time I have called I was told to contact the merchant (XXXX XXXX)(USAA)I hired a credit repair company to send letters to both the merchant and credit agencies I have gotten no where out of XXXX fromXXXX XXXX . I’m mostly away out on deployments so I’m not sure why I’m getting these inquires monthly .
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-09-09
Durham, NC
Closing an account
Checking or savings account: Checking account
Company closed your account
Complaint: on or about XX/XX/2019 I opened a checking account with USAA bank account ending XXXX and issued a ATM card ending XXXX. I was unable to activate the ATM card or use the checking account in anyway. I used a electronic check to open the account in the amount of XXXX from my checking account with XXXX XXXX which paid check on XX/XX/19. USAA tried to connect the two accounts which I refused twice and then I was later told that my new account with USAA was blocked and I had no access to it or my deposit. I was told that USAA no longer wanted to do business with me and account was under review. I told USAA I felt the same way and thought that they were crooks and not a bank only wishing to sell be there insurance products and control my funds thru a central location and fleece my funds with there products and services. I told them I wanted funds returned and their scam account closed. I was promised a refund within two weeks which never happened and still haven`t received my funds over 40 days later or information when I would receive my money. I`ve been robbed by USAA for not being stupid and had to change my account info on my XXXX XXXX to protect myself.
Company Response: Company believes complaint is the result of an isolated error Closed with explanation
2019-09-09
VA
Managing an account
Checking or savings account: Checking account
Funds not handled or disbursed as instructed
Complaint: On XXXX XX/XX/XXXX, I contacted my bank, USAA, to update my mortgage payment for a new escrow estimate. As a condition to assisting me, the representative required I provide my employment status, industry, and name of employer. It is unclear to me why any of these questions should be a condition of service, though the representative claims it is now required by government regulation.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-09-08
Hamburg, NY
Managing an account
Checking or savings account: Checking account
Deposits and withdrawals
Complaint: USAA Federal Savings Bank repeatedly credits debits first on the date that a direct deposit arrives. The bank credits the larger debits first, draining available funds, returns other debits causing fees, then credits the direct deposit to collect their fees.
USAA has done this several times. I have contacted them, and I was told there was nothing that could be done. This is an unfair practice done simply to squeeze fees out of the consumer. There was a pending direct deposit the same day for more than enough to cover any debit, so there was no reason to return any debit, let alone stack up fees.
USAA has done this most recently to me on XX/XX/XXXX and XX/XX/XXXX. It has also happened to my spouse. While we have set up overdraft protection and in some cases the debits were covered and not returned, USAA returned a debit for {$1.00} on XX/XX/XXXX, when a transfer of {$30.00} was made that same day. I know other veterans that use USAA have had this issue as well. Please investigate this unfair practice.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation