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 9
2019-10-07
Randolph, MN
Managing an account
Checking or savings account: Checking account
Deposits and withdrawals
Complaint: On XX/XX/2019 I tried to transfer XXXX $ to Usaa the bank gave me access to XXXX $ of the XXXX $ amount. And tell me that my other funds the XXXX $ are on hold from the bank for an entire week, not a few days like I have typically seen before. I find it very frustrating after banking with them for years that they dont lift holds and will not work with me. I need those funds to pay a car payment that will now have to sit and wait because of this. I have never had a funds hold for an entire week at any financial institution I have banked at completely thrown off that this kind of behavior would happen.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-10-07
Atlanta, GA
Managing an account
Checking or savings account: Checking account
Problem using a debit or ATM card
Complaint: On the weekend of XX/XX/2019 I lost my entire purse with my cellphone, and wallet including my USAA debit card, Drivers License, and a few other cards, receipts, and miscellaneous documents.On XX/XX/XXXX I called USAA to inquire about an alert on my account. I spoke with 2 reps that day who advised of a deposit of {$7100.00} which I stated I had no knowledge of nor should the deposit be there. They also advised me of 2 withdrawals shortly after one or {$2000.00} and one for {$2900.00} from a XXXX supermarket. Upon getting this information I proceeded to dispute the transactions. While in that process 2 inquiries also appeared on my credit report one for XXXX XXXX, & one for XXXX on which I disputed as well. At this point my identity has been stolen. I advised this information to USAA as well. About a week or so later i got notice the dispute was completed and deemed not fraud. On XX/XX/2019 {$4900.00} was taken from my account from what USAA states is a reversal of the 2 withdrawals. They have since been contacting me to pay off a collection on the account for the {$4900.00} that was fraudulently taken from my account. I have since had to get many identity theft measures in place and place blocks on everything. I tried to resolve this matter with USAA however to no resolve as once they deemed the transactions non fraud they would no longer assist me. From the beginning of this situation I spoke with about 7-9 different people with the absolute WORST customer service I have ever received. USAA stated that my claim was denied due to the card with the chip being used along with the pin however with everything inside my purse being stolen that information was easily obtainable as my cellphone was also inside.My greatest concern ultimately is how the withdrawals even happened to begin with. If a deposit as large as {$7100.00} was done on an account where no more then 500.00 has ever been deposited the account should have flagged then at that point. The deposit certainly should have at least pended or held for 24 hours being such a large deposit. Not only that the culprit was able to make 2 large withdrawals from the same XXXX store over 2000.00 on the same day of the deposit which should not be able to happen either. I made an attempt to file a police report with the XXXX PD however being that the withdrawals took place in XXXX they stated this was outside their jurisdiction. I am now working with my Lawyer to attempt to resolve and obtain some sort of video of the person making these transactions as it was not myself and is absolutely FRAUDULENT.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-10-07
Flossmoor, IL
Closing an account
Checking or savings account: Checking account
Fees charged for closing account
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company Closed with explanation
2019-10-07
Friendswood, TX
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
2019-10-07
Arvada, CO
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account status incorrect
Complaint: I opened an auto loan XX/XX/XXXX through USAA. I had always paid the loan on time and even was paying more than the amount that was due. I paid extra in XX/XX/XXXX which bumped the due date for my next payment to XX/XX/XXXX. USAA sent my auto loan to collections as a charge off in XX/XX/XXXX. They never notified me before sending the account to collections. USAA had even reported to the credit reporting agencies that I had never had any late payments and payment was current and up to date. I called USAA multiple times and spoke to them on the phone for many hours after finding out about the charge off. I was told by the USAA bankruptcy department that even though my account was current and not late, it had been charged off due to account inactivity and there was nothing they could due to correct the information. I paid off the account and now, over 2 years later, it is still showing up on my credit report as a charge off. I contacted them recently to try to resolve the issue again, but they responded that they have insufficient information to investigate the problem. I have screen shots and my checking account statements to support my information, but all my auto loan statements are mysteriously missing since XX/XX/XXXX and I have no access to them. I also have phone recordings of my conversations with the USAA bankruptcy department that can verify this information.
Company Response: Company believes complaint relates to a discontinued policy or procedure Closed with non-monetary relief
2019-10-07
Ocklawaha, FL
Managing an account
Checking or savings account: CD (Certificate of Deposit)
Banking errors
Complaint: On XX/XX/2019 USAA bank emailed my 2 CD accounts with the full account numbers listed in my email. I contacted the band requested to speak to security to ensure they stop this practice. They never connected me to anyone in security. I received canned statements how this is corporate policy and there was nothing I could do about it. I feel like my privacy is not guarded by this institution. I was satisfied when USAA was a credit union not anymore. Please let me know how I can deal with this situation. Thank you.
XXXX XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX XXXX XXXX XXXX
Company Response: Company disputes the facts presented in the complaint Closed with explanation
2019-10-06
Philadelphia, PA
Managing an account
Checking or savings account: Checking account
Deposits and withdrawals
Complaint: 1. On XX/XX/XXXX XXXX I executed and returned {$5000.00} of HARDWOOD FLOORING, which I paid for upfront, using my USAA DEBIT CARD ending in XXXX, with XXXX XXXX XXXX located at XXXX XXXX XXXX XXXX XXXX, PA XXXX ( ( XXXX ) XXXX ). These materials never left the warehouse of XXXX XXXX ; thus I was never in possession of items. I ultimately chose another product at a XXXX XXXX and XXXX XXXX, without question, allowed me to simply refund the debit transaction.
2. Under the perception that I believed the {$5000.00} refund would just take a few days to reflect in my USAA account, I knew TWO weeks was too long for any amount to be credited back to me, let alone the significant amount of {$5000.00}. Obviously, I then submitted a DEBIT CARD DISPUTE, Dispute # XXXX, on XX/XX/XXXX, as referenced from the EMAIL from USAA on XX/XX/XXXX.
XXXX. In this XX/XX/XXXX, XXXX AM EMAIL, USAA stated : Certain requirements must be met in order for us to help you obtain the credit. Unfortunately, were unable to help you obtain the credit for the disputed amount for the following reason : " The required time frame to dispute the transaction has elapsed. In the future, please notify us as soon as it appears on your statement so that we can assist you. '' Although were not able to help, you may still be able to pursue this matter directly with XXXX XXXX XXXX.
4. This response was beyond absurd as I was not aware of any time frame to dispute a {$5000.00} refund transaction, especially since the DISPUTE was with USAA. The transaction was not disputed by XXXX XXXX, nor was I disputing any of their actions, as they had no problem processing the refund on XX/XX/XXXX.
In fact, XXXX XXXX, from XXXX XXXX further assisted me by emailing me the receipt for the Refund Transaction on XX/XX/XXXX, XXXX PM, after I had to return back to XXXX XXXX to retrieve the receipt that USAA requested.
If I would have paid in paper cash then yes my dispute would have been with XXXX XXXX and would not have submitted a dispute with USAA ; therefore since I paid {$5000.00} in CASH from my DEBIT CARD account, my dispute was with USAA for not refunding me the {$5000.00} that XXXX XXXX AUTHORIZED.
5. However, even after providing them with the receipt they requested over the phone, which I submitted using their online portal, I never received a response.
6. Then on XX/XX/XXXX, after I was never responded to, I called USAA to ask about the dispute and I was notified via their internal messaging system, as seen from my screenshot taken at XXXX XXXX, XX/XX/XXXX. ( I took a screenshot ( fortunately ) as I had no ability to save USAA internal message. ) 7. In this XX/XX/XXXX message, they asked for the following doc/info by XX/XX/XXXX : The date service was expected to be received Just as their XX/XX/XXXX email response was absurd, this XX/XX/XXXX Internal Message was equally absurd and baffling as I was not expecting, nor did I ask for any SERVICE to be received. The transaction was for HARDWOOD FLOORING, not a service.
8. Strangely, on XX/XX/XXXX, XXXX XXXX, USAA notified me via EMAIL now, that they have begun investigating a yet another dispute, now purportedly dated XX/XX/XXXX, clearly conflicting with the Internal Message merely two days prior. In this EMAIL, they stated they issued a {$5000.00} TEMPORARY credit, while they pursue a resolution.
9. On XX/XX/XXXX, XXXX XXXX, USAA notified me via email that In order to pursue a resolution of your dispute, we need you to provide the following documentation by XX/XX/XXXX - Copy of your contract with the merchant - Copy of the purchase receipt - Copy of the merchants terms and conditions 10. I then contacted USAA shortly thereafter, via phone, and was asked for XXXX XXXX ' contact information and address, which I provided.
11. I was asked to submit the Refund Receipt and transaction number using their Internal Message portal, which I promptly did so.
12. On XX/XX/XXXX, XXXX, AS SEEN FROM THE screenshot of their INTERNAL MESSAGE and after numerous calls with USAA between XX/XX/XXXX and this date, and after submitting the receipts requested, I responded stating I already submitted the documentation and information requested and learned from one of their representatives that they were in contact with XXXX XXXX, in which Im sure they found the {$5000.00} REFUND to be valid.
13. Merely 45 MINUTES later at XXXX XXXX, USAA contacted me via EMAIL, referring to the same XX/XX/XXXX dispute and message above, stating : We've completed our investigation of the dispute and find the transaction is valid for the following reason : -- Without receipt of requested contract documentation and/or purchase receipt to provide detailed information to prove service/merchandise were not as agreed upon, our investigation determined that no error occurred.
-- Your temporary credit will be REVERSED. The temporary credit posted to your account for the disputed amount above will be debited from your account on XX/XX/XXXX.
14. On XX/XX/XXXX, at XXXX XXXX, using their INTERNAL MESSAGING system I stated I once again uploaded the receipt for the return from XXXX XXXX, as well as my STATEMENT showing the transaction to XXXX XXXX.
15. USAA responded on XX/XX/XXXX thanking me for my email regarding a dispute and that they have forwarded my inquiry to the Dispute Resolution department.
16. My response, as seen in that screenshot speaks for itself. After sending them all the required information, after they spoke with XXXX at XXXX XXXX and after I even provided them with my bank statement, they still REVERSED the transaction and locked my account.
XXXX7. This Reversal over-drafted my account and subsequently resulted in nearly {$330.00} in NSF transactions.
18. I then ceased all communication and started using another bank for my checking. Unfortunately, I forgot to change my VA XXXX Direct Deposit to my new account, thus it was direct deposited to USAA, out of my reach.
19. Whichever funds I had while they reversed the account in addition to my VA XXXX payment of {$1500.00}, my account reflected a negative amount of {$4500.00} 20. Only upon returning to my account almost a year and a half later to retrieve my mortgage statements, which I wanted to review pertaining to their foreclosure which I also have an open CFPB claim about, I then found that USAA had issued a 1099-C for {$4500.00} on XX/XX/XXXX. Not only that, but they deleted ALL OF MY XXXX documents, ALL of my bank statements for account # XXXX and ALL OF MY MORTGAGE STATEMENTS.
21. Upon further researching my claims about their foreclosure I came across the CEASE AND DESIST issued from The Office of Comptroller of the Currency, XXXX, # XXXX.
22. Clearly this 1099-C they issued a mere day prior than the OCC Cease and Desist Orders effective date, was to evade the reporting requirements the OCC outlined, specifically Paragraph 61 ( a ) Respondent must treat the civil money penalty paid under this Consent Order as a penalty paid to the Government for all purposes. Regardless of how the Bureau ultimately uses those funds, Respondent may not : CLAIM, ASSERT, OR APPLY for a TAX CREDIT, or any other TAX benefit 23. Thus, USAA is clearly in violation of this Consent Order.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-10-05
Santa Ysabel, CA
Problem with a lender or other company charging your account
Checking or savings account: Checking account
Transaction was not authorized
Complaint: USAA has treated me like channel since day one if I caught an overcharge meant they will keep me on the phone for 45 minutes not 21 thing on XX/XX/XXXX we were pushed out of our home illegally XXXX XXXX that night or child right for my arms while me and my husband have been XXXX there has been fraud all over our accounts I would Peg the transactions and USAA would to release them. I have renters insurance claim for XX/XX/XXXX they just keep it there like its funny today I caught a wire transfer of all my husband Social Security into another account
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-10-04
Burbank, CA
Problem when making payments
Credit card or prepaid card: General-purpose credit card or charge card
You never received your bill or did not know a payment was due
Complaint: This particular account situation that is lately filing on my own credit document has a seriously unfavorable relation to my personal ability to obtain a present loan application. I highly recommend you generate verification that USAA SAVINGS BANK has been reported completely in accordance with the Fair Credit Reporting Act regulations, it's really a serious problem to mis-report. Moreover, I was never 60 days in any of my payments and I'm not greatly tuned in to the date opened so I prefer to ask your confirmation of the aforesaid item too. My proper request must as soon as possible and confirmed to be correct. Thanks!
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-10-03
Bridgeport, OH
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
2019-10-03
Indianapolis, IN
Managing an account
Checking or savings account: Checking account
Problem using a debit or ATM card
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-10-03
Glendale, AZ
Problem with a purchase shown on your statement
Credit card or prepaid card: General-purpose credit card or charge card
Card was charged for something you did not purchase with the card
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-10-03
Tolleson, AZ
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
2019-10-02
San Antonio, TX
Managing an account
Checking or savings account: Checking account
Problem accessing account
Complaint: - I opened a checking account earlier this month with USAA and my account immediately put of freeze and I can not activate or even get online and usaa has said that it was due to requiring a picture of my drivers license and then I would have complete access I tried for over a week sending the pictures and usaa has a different excuse every time from the system takes 2 days to their fax machine didnt peint it in color all of which is not my fault and then I recieved a letter saying that if I dont send in my ID by XX/XX/XXXX then they will close my account and it will show negatively on my report and they will also block my online access as a result ( they already did ).
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-10-02
Bayonne, NJ
Incorrect information on your report
Payday loan, title loan, or personal loan: Personal line of credit
Information belongs to someone else
Complaint: I received my credit report and I did not apply for this loan.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-10-02
Baltimore, MD
Fees or interest
Credit card or prepaid card: General-purpose credit card or charge card
Problem with fees
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-10-02
Alameda, CA
Managing an account
Checking or savings account: Checking account
Problem using a debit or ATM card
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief
2019-10-02
Shalimar, FL
False statements or representation
Debt collection: Mortgage debt
Attempted to collect wrong amount
Complaint: USAA claims that I owe them {$54000.00} from a home equity line of credit I took out many years ago. The loan I believe was taken out in the XXXX 's. I got sick and lost my job, home, and all savings by the end of XXXX. I ended up homeless for 5 years. I got better and a new job in XX/XX/XXXX. I started saving money and paying off all my debts. I applied for a hardship package with USAA in XX/XX/XXXX. They reviewed it and demanded I pay the full balance by XXXX XX/XX/XXXX. I have made a counter offer and they did lower the demand to {$39000.00} good till XXXX XX/XX/XXXX. I am not able to pay that amount. All other collection agencies and banks settled with me for around 20 % to 45 % of the total since they already took a benefit on their tax returns. I can offer them $ XXXX but that will require me to get a big loan and go further in to debt. USAA can be contacted at XXXX or XXXX. I have managed to pay off all my other outstanding debts by getting loans and savings. Can you help me get them to consider the $ XXXX offer? I have many family obligations and will need to get another loan to settle with USAA. Your assistance will be greatly appreciated. They should also give me more time to come up with the money or give me a payment plan. Telling me I need to pay the full amount by XXXX XX/XX/XXXX or XXXX XX/XX/XXXX is completely unrealistic and unfair. Thank you.
Company Response: Closed with explanation
2019-10-02
Problem with a lender or other company charging your account
Checking or savings account: Checking account
Can't stop withdrawals from your account
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-10-01
Temperanceville, VA
Managing an account
Checking or savings account: Checking account
Problem using a debit or ATM card
Complaint: Hello, I filed a dispute about a charge on my USAA federal bank debit card where the merchant did not render the services that were promised and the dispute was greatly mishandled. The amount was {$220.00}.
First I was sent a letter saying I had to provide additional documentation for my dispute by XX/XX/XXXX, but my dispute was closed before being allotted the full time period to provide documentation.
I called them back and had them re-open the dispute. When they did I was told to upload my photos as evidence which I did. While on the phone the rep stated to me that the services that were provided to me from the merchant didn't look satisfactory and she/the merchant needed to give me my money back. Thus he could clearly see the photos.
On another call I was told that if the merchant re-buttled I would have the opportunity to provide any additional evidence before the dispute was closed. That did not happen I did not have the chance to provide any additional statement or evidence in fact they stated to me that they could not see my evidence, that the photos were in black and white, so why would they close the dispute instead of contacting me for more photos? and how could the contact representative see the photos in color, but all of a sudden they were in black and white when it came time to settle the dispute?
On XX/XX/XXXX at XXXX I received an email stating that they sent my information to the merchant to dispute and it would take up to 45 days to get a response.
On the same day one minute later at XXXX I received an email that the transaction was closed. The rep told me that the photos were in black & white so they could not see them, but the first rep was able to see them. Also how was my dispute sent to the merchant and one minute later resolved if it normally takes up to 45 days?
The rep also told me that someone would contact me regarding my dispute its been 7 days and no contact. I have re-uploaded the photos though.
I feel that USAA is not sufficiently working my dispute and just closing it. I do not know why I am being discriminated against, but they have not advocated on my behalf nor provided a fair dispute process.
The complaint was three wigs that I had colored and/or cut.
The first wig the merchant colored 1/4 of a wig. I don't know who only wants the right front side of their hair colored.
The second wig was supposed to be bleached blonde. It was auburn and very splotchy and unprofessional.
The third wig was supposed to be cut into a short bob. It was cut so short and so uneven that one side was longer than the other and the bang was so short its no way to ever make it look like the style asked.
I did not receive what I asked for. In fact honestly because she colored 1/4 a wig and also cut a wig uneven I feel I was scammed because she handed the wigs to me in a bag to take home and I did not see the full extent until I got home where I contacted her but she refused to refund my money. I spent about {$500.00} for the wigs and she scammed me and ruined them and USAA will not allow me a fair dispute process to get my money back.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-10-01
Managing an account
Checking or savings account: Checking account
Problem using a debit or ATM card
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-10-01
Cheverly, MD
Problem with a lender or other company charging your account
Checking or savings account: Savings account
Transaction was not authorized
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-10-01
Hollywood, FL
Managing an account
Checking or savings account: Other banking product or service
Deposits and withdrawals
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-10-01
NC
Struggling to pay your loan
Payday loan, title loan, or personal loan: Personal line of credit
Complaint: My husband signed my name for a loan in XX/XX/2017 via online I just found out about when they called about a payment. I did speak with them and asked how was I added to a loan XXXX loan that I didn't sign for nor did I receive any of the money. USAA told me as long as he have the last four of my ss # he could add me. At the time I did not have a USAA account.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-10-01
Lewisville, TX
Applying for a mortgage or refinancing an existing mortgage
Mortgage: VA mortgage
Complaint: I received an approval from USAA for a Mortgage Loan on XX/XX/2019, in the amount of {$460000.00}.
I completed all Inspections that were informed to me by USAA that needed to be completed.
My date to close the loan was XX/XX/2019 ; however, I received a notice from XXXX with ( USAA ) that my closing date was changed to XX/XX/2019. On XX/XX/XXXX around XXXX XXXX, I received a call from my Loan Processor XXXX informing me that the loan could not be approved. I informed XXXX it's two days before closing and I have paid everything she informed me had to be paid. Im packed with people ready to move me what is going on she stated I did not make enough for the loan. I informed XXXX she did not just receive my documents why is she just informing me? Per XXXX shes sorry but thats all she could do.
I called back and asked for the President 's Office. The Secretary took my information in which I received a call back from Mrs. XXXX. I informed Mrs. XXXX of the problem as well as the amount of money I paid to make sure everything would be completed per USAA. I also informed Mrs. XXXX this is two days before my closing and I have given my notice to move out of my current residence. Mrs. XXXX apologizes and stated theres nothing that can be done. Mrs. XXXX stated XXXX was pretty new to USAA and Mrs. XXXX ( Loan Officer with USAA ) should have informed me. I informed Mrs. XXXX this is 28 days later and it's not my problem USAA did not inform me of my true approval amount. I also informed Mrs. XXXX USAA has me in a pretty bad state. I asked about the money which I had paid in which she informed me I will not receive any of my money back from USAA. I asked Mrs. XXXX to speak to someone higher in which she informed me theres no one else for me to speak with she is the last person.
Sir/Madam, Im writing this letter requesting help. I do understand every business has policies. But two days before a loan close and Ive been enter acting with USAA almost daily. Also, USAA told me to get things done and now refuse to return any of my money. Because USAA waited two days before closing I also lost my Earnest Money. I did not hold back on any documents that were needed for my loan I provided USAA with everything that was requested. I did not provide USAA with any false information and I completed every task in which I was informed had to be completed. I did not do anything negligent and shouldnt go to the loss of my money due to USAA negligent.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation