UNITED SERVICES AUTOMOBILE ASSOCIATION


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"Products" offered by UNITED SERVICES AUTOMOBILE ASSOCIATION with at least one, but usually more complaints:

Bank account or service - (CD) Certificate of deposit
Bank account or service - Cashing a check without an account
Bank account or service - Checking account
Bank account or service - Other bank product/service
Bank account or service - Savings account
Checking or savings account -
Checking or savings account - CD (Certificate of Deposit)
Checking or savings account - Checking account
Checking or savings account - Other banking product or service
Checking or savings account - Savings account
Consumer Loan - Installment loan
Consumer Loan - Pawn loan
Consumer Loan - Personal line of credit
Consumer Loan - Title loan
Consumer Loan - Vehicle lease
Consumer Loan - Vehicle loan
Credit card -
Credit card - General-purpose credit card or charge card
Credit card or prepaid card - General-purpose credit card or charge card
Credit card or prepaid card - General-purpose prepaid card
Credit card or prepaid card - Gift card
Credit card or prepaid card - Government benefit card
Credit card or prepaid card - Store credit card
Credit card or prepaid card - Student prepaid card
Credit reporting -
Credit reporting or other personal consumer reports - Credit reporting
Credit reporting or other personal consumer reports - Other personal consumer report
Credit reporting, credit repair services, or other personal consumer reports - Credit repair services
Credit reporting, credit repair services, or other personal consumer reports - Credit reporting
Credit reporting, credit repair services, or other personal consumer reports - Other personal consumer report
Debt collection - Auto
Debt collection - Auto debt
Debt collection - Credit card
Debt collection - Credit card debt
Debt collection - Federal student loan debt
Debt collection - I do not know
Debt collection - Medical debt
Debt collection - Mortgage
Debt collection - Mortgage debt
Debt collection - Other (i.e. phone, health club, etc.)
Debt collection - Other debt
Debt collection - Payday loan debt
Debt or credit management - Credit repair services
Debt or credit management - Debt settlement
Money transfer, virtual currency, or money service - Check cashing service
Money transfer, virtual currency, or money service - Debt settlement
Money transfer, virtual currency, or money service - Domestic (US) money transfer
Money transfer, virtual currency, or money service - Foreign currency exchange
Money transfer, virtual currency, or money service - International money transfer
Money transfer, virtual currency, or money service - Mobile or digital wallet
Money transfer, virtual currency, or money service - Money order
Money transfer, virtual currency, or money service - Money order, traveler's check or cashier's
Money transfer, virtual currency, or money service - Refund anticipation check
Money transfer, virtual currency, or money service - Traveler's check or cashier's check
Money transfer, virtual currency, or money service - Virtual currency
Money transfers - Domestic (US) money transfer
Money transfers - International money transfer
Mortgage - Conventional adjustable mortgage (ARM)
Mortgage - Conventional fixed mortgage
Mortgage - Conventional home mortgage
Mortgage - FHA mortgage
Mortgage - Home equity loan or line of credit
Mortgage - Home equity loan or line of credit (HELOC)
Mortgage - Other mortgage
Mortgage - Other type of mortgage
Mortgage - Reverse mortgage
Mortgage - Second mortgage
Mortgage - VA mortgage
Payday loan -
Payday loan, title loan, or personal loan - Installment loan
Payday loan, title loan, or personal loan - Pawn loan
Payday loan, title loan, or personal loan - Payday loan
Payday loan, title loan, or personal loan - Personal line of credit
Payday loan, title loan, or personal loan - Title loan
Payday loan, title loan, personal loan, or advance loan - Installment loan
Payday loan, title loan, personal loan, or advance loan - Other advances of future income
Payday loan, title loan, personal loan, or advance loan - Personal line of credit
Payday loan, title loan, personal loan, or advance loan - Title loan
Prepaid card - General purpose card
Student loan - Federal student loan servicing
Vehicle loan or lease - Lease
Vehicle loan or lease - Loan

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Complaint ID: 6261394

Date Received: 2022-11-30

Issue: Incorrect information on your report

Subissue: Account information incorrect

Consumer Complaint: XXXX has put information back on my credit report from USAA, which is in accurate and falsely reflects that I had a late payment history with this company. I am attaching the supporting documentation I have already written an affidavit which stated that this was false reporting done by USAA. XXXX continues to report this false information which makes it fraudulent. I have attached copies of the billing which I requested from USAA. This clearly shows that I had no minimum payment due, and no late payments. The account was closed in XX/XX/XXXX. They continued to hold the account on an open status after I was told that it was closed and they terminated their banking relationship with me. This is where it created the so-called late payment however, how could I make a payment for something that I wasnt even aware it was due? This is truly deceptive. Note that the statement with a due date of XX/XX/XXXX says XXXX balance and payments of {$4800.00} that was the last payment made as of XX/XX/XXXX. XXXX is also reporting this false information. I enclosed a copy of my XXXX report, which does not correlate to the billing from USAA. This is false reporting. The XXXX report says the account was late from XX/XX/XXXX to XX/XX/XXXX, however that contradicts the billing furnished by USAA. It also contradicts the date closed reported by XXXX of XX/XX/XXXX, and below that it says XXXX of XX/XX/XXXX! Clearly this is false.

Company Response: Company believes it acted appropriately as authorized by contract or law

State: GA

Zip: 30318

Submitted Via: Web

Date Sent: 2022-11-30

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 6261207

Date Received: 2022-11-30

Issue: Managing an account

Subissue: Deposits and withdrawals

Consumer Complaint: My USAA account has been frozen for over XXXX weeks. They will not tell me when it will be rectified and keep telling me to wait XXXX business days. I'm overseas with a XXXX, a toddler, and a wife, and the only income provider for my family we don't have access to our funds to pay bills or provide in our kids. I have been with this company for XXXX yrs., and this is the first time I have had any issues. I deposited XXXX credit card convenience checks blance transfers from my USAA visa card and bank XXXX XXXX XXXX card from offer with XXXX percent interest for 18 months. The money was taken from both credit cards. The bank held the funds and the money in my account for XXXX days. XXXX also confirm the funds went to USAA. Someone needs to find out why my funds it's frozen or when I can access my money! USAA has held my last XXXX payroll deposits. They even put a delinquent hold on my credit card and charged me a {$25.00} return fee because I couldn't pay the bill due to them freezing my account. This can't be legal? I have a large amount of money in my account and will close my accounts and change banks when THIS IS OVER. For weeks, I have called the banks to release the funds to my paycheck. The bank said someone would call about the issue and apologized for the situation, but I am still waiting to receive a call XXXX weeks later.

Company Response: Company believes it acted appropriately as authorized by contract or law

State: MS

Zip: 386XX

Submitted Via: Web

Date Sent: 2022-11-30

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 6255881

Date Received: 2022-11-30

Issue: Problem caused by your funds being low

Subissue: Bounced checks or returned payments

Consumer Complaint: I was a victim of fraud on Friday XX/XX/2022. A company who I thought was XXXX XXXX had reached out to me via text message. I looked up the company and saw it had a good reputation. So I filled out the application and gave them a call. They told me that they did not give out loans to people with a credit score less than 700, so I figured it was over. But they said they could put an influx of money into my account. I told them no, but they did it anyway in the amount of {$3200.00}. They wanted me to send the cash back, which I was able to send them {$1500.00} back via XXXX XXXX XXXX. That is when I realized I was being scammed. I called USAA to report it and they were great. Until they denied my fraud claim and also cancelled the check which put my account in the negative {$3200.00}. They took my entire paycheck and left me unable to pay my rent and my bills. I was able to use the left over {$1700.00} from the scan to pay but I still had to pay another {$200.00} after that. USAA left me high and dry and with no way to survive monetarily. They have done nothing up to this point even though Ive been calling. It has gotten to the point where I have had to borrow money from family and friends and I stopped banking with them and got an account at another bank. I do not know what else to do at this point.

Company Response: Company believes it acted appropriately as authorized by contract or law

State: PA

Zip: 186XX

Submitted Via: Web

Date Sent: 2022-11-30

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 6252771

Date Received: 2022-11-28

Issue: Incorrect information on your report

Subissue: Account status incorrect

Consumer Complaint: On XX/XX/2022 I received a payoff from USAA of {$17000.00} on my credit card account. I then paid {$17000.00}, 100.00000 % of the payoff amount quoted. Note, not 99.99 % of the account but PAID OFF TO THE PENNY. USAA however provided an incorrect payoff amount to me. They later provided {$17000.00} which was the correct payoff amount. Hence the amount I was provided earlier was {$20.00} too low, an incorrect amount. As soon as I knew that we underpaid USAA, I immediately paid the {$20.00} which obviously was not an issue given that I had just paid such a large sum. USAA then reported to all credit bureaus the late payment of {$20.00} which we paid them 59 days after we learned they had given us an incorrect amount earlier. Paid in full should be paid in full. Our request of USAA is to note that the " Consumer disputes late payment '' to allow the credit bureaus to not count this " late '' payment in our XXXX score. USAA should not be allowed to give 100 % payoff amounts and later punish consumers for their mistake. This is factually and morally wrong. USAA agreed that the payment was in full and refunded my payment of the {$20.00} - see attached file.

Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers

State: TX

Zip: 75225

Submitted Via: Web

Date Sent: 2022-11-28

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 6250793

Date Received: 2022-11-29

Issue: Closing an account

Subissue: Company closed your account

Consumer Complaint: Bank : USAA. Reason for complaint : I was not provided any explanation as to why USAA decided to terminate it's services with me. USAA only states " due to your account activity or usage with us or an affiliate ''. On XX/XX/2022 I was in the process of making a {$50.00} donation, but it didn't go through. My credit card ( ending XXXX ) kept getting declined. I then went onto my USAA app to check for the issue and found that it was closed out. I contacted USAA credit card department first to inquire why my account was closed. I was told that USAA had made a decision to terminate it's relationship with me ( all products and services ). The agent I spoke to had notice a letter that was generated that day ( XX/XX/XXXX ) to notify me that USAA was planning to terminate it's services with me. Mind you, I was never given a heads up on the matter and found out about this issue because of my credit card being declined. The agent attempted to review everything, but could not find the answer as to why USAA decided to cut ties with me. They involved their supervisors and was also told that the supervisors couldn't figure out the main reason to the termination. I did an online search as to what would be the cause of USAA terminating me, but could not find any answers. A similar response what always came up was " banks have within their contract a clause stating that they reserve the rights to terminate anyone without a reason ''. I understand that this would apply if I found an egregious transaction within my accounts, but I couldn't find anything that would raise a red flag. XX/XX/XXXX : The following day I contacted USAA again and was connected to their agent, XXXX, who also told me that they were not able to find the reason why the accounts are being closed and just provided the info on what I needed to expect moving forward. I was then transferred to XXXX ( account reviewer ) who couldn't figure out the issue then I was transferred again to a Security Specialist by the name of XXXX. They attempted to figure out why my accounts were being closed, but was not successful. However, they went above and beyond and assisted me in submitting a reconciliation request for USAA 's services. I was later then contacted by another security specialist, XXXX who stated they were going to review my whole account and contact me back in XXXX hrs. I did not hear from anyone. The following days I contacted USAA to figure out what I needed to do as they closed everything out and I was not able to utilize my debit or credit card. I had nearly $ XXXX in my checking account and I was told they wouldn't release the funds to me until everything was closed out within XXXX days. ( I'm not sure how banks are allowed to do this because all my money was in USAA. I had all my auto payments and deposits going into USAA. What if someone less fortunate that I am and not skilled enough to figure out what happened and couldn't pay bills and whatnot? I believe that when banks close out their client 's accounts via this method, it is very detrimental for someone who doesn't have the means to cover their financial matters ) The last few weeks has been a mess trying to open up a new banking account and making sure auto payments were changed as everything was under USAA. All I have received were letters from USAA. USAA never called me to let me know about this issue and I still have not received any contacts from them, unless I made the call myself. I don't mind USAA terminating my XXXX years of using their services if I can be provided with a detailed explanation as to why they made the decision to terminate me. I have reviewed all my transactions on my checking and credit cards, and can not find anything out of place. Please look into the matter as to why USAA made a decision to terminate it's services with me. I believe I've spoken to most of the departments in USAA and no one knows why I was terminated. Everyone kept stating it " came from up top ''. Again, I'm fine with being terminated, but please tell me why.

Company Response:

State: CA

Zip: 90019

Submitted Via: Web

Date Sent: 2022-11-29

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 6250349

Date Received: 2022-11-29

Issue: Fraud or scam

Subissue:

Consumer Complaint: I was selling a bicycle and I had a buyer pay for it with a counterfeit cashiers check that was written out for {$4900.00}. Prior to finding out the check was counterfeit I XXXX a shipper {$1000.00} on XX/XX/XXXX for the shipment of the bike. I assume that this shipper was also a part of the scam. I contacted usaa on XX/XX/XXXX to open a dispute claim but the claim was denied on the XXXX. The money which was initially cashed will be removed from my account and the amount which I XXXX is unable to be returned to me.

Company Response: Company believes it acted appropriately as authorized by contract or law

State: CA

Zip: 94583

Submitted Via: Web

Date Sent: 2022-11-29

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 6248529

Date Received: 2022-11-25

Issue: Managing an account

Subissue: Problem using a debit or ATM card

Consumer Complaint: On XX/XX/XXXX, I attempted to use a XXXX XXXX XXXX XXXX ATM in XXXX XXXX, Kentucky with my USAA debit card. I put in the XXXX XXXX ATM {$1600.00} all in {$50.00} increments, so a total of XXXX {$50.00} bills. The ATM cancelled the transaction and read that it was unable to complete the transaction and that it was returning my money. The ATM then read that it was unable to return the funds and to contact my financial institution. I immediately went into XXXX XXXX to raise the issue. They stated that I needed to submit a dispute with USAA ( my bank ) in order to get the money back. I have tried to do several disputes with USAA but because the transaction was cancelled, they are unable to see the transaction and therefore can not the transaction. I have went to XXXX XXXX several times in attempts to get my money back, but each time I go, they tell me that USAA has to dispute the transaction. Both financial institutions are telling me that I must go to the other to get the money back. XXXX XXXX verified that there was an overage at the ATM I attempted to use on XX/XX/XXXX. After multiple phone calls with a higher up manger in the XXXX XXXX Customer Department, she stated that their hands are tied and they can not release my money until USAA sends something on my behalf.

Company Response: Company believes it acted appropriately as authorized by contract or law

State: TN

Zip: 37042

Submitted Via: Web

Date Sent: 2022-11-25

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 6247471

Date Received: 2022-11-26

Issue: Closing an account

Subissue: Company closed your account

Consumer Complaint: on " XX/XX/XXXX " I received an email from who I later learned was a " XXXX scammer, '' wanting to buy an expensive painting I had listed on XXXX. I had absolutely no clue what kind of mess this individual would put me in. The man who I have saved screenshots of sent me a " fraudulent check '' of twice the amount listed because supposedly he had hired a team to move the painting securely out of my residence. The check went through and I never suspected any kind of wrong doing until for some reason 3 days later, after the money had already been used for rent, it was returned and in XXXX weeks time, without notice, my account with USAA was closed. I am a United States XXXXXXXX XXXX veteran and i have been with USAA since XXXX. This account is also where I used to receive my XXXX benefits every month. I only got an email. This man who sent me this fraudulent check should be held accountable. I try to see the very best in people and try to see the world as negative as it sometime can be but at this point, in my honest opinion, was me being naive and he took complete advantage of that. I'm looking to see if there's anything I can do to at least come to good standing with USAA as they are also my car insurance providers.

Company Response: Company believes it acted appropriately as authorized by contract or law

State: CA

Zip: 92119

Submitted Via: Web

Date Sent: 2022-11-26

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 6246341

Date Received: 2022-11-26

Issue: Problem with a lender or other company charging your account

Subissue: Transaction was not authorized

Consumer Complaint: Here is a timeline of events : Wednesday XXXX XX/XX/XXXX @ approx XXXX, I received a call from a woman claiming to be from The USAA Fraud department she explained that there was a charge in California that was flagged and she was calling to make sure that it was a valid charge from me. At the time of the call, I was on my way home from work and clearly not in California. She said that she would send me a new card and cancel the current one. At the moment this seemed fine to me because I had recently considered updating my card due to the expiration date drawing near. She asked that I confirm a code that she texted to me and said that I would receive the card the next day. Thursday XXXX XX/XX/XXXX @ approx XXXX, I received a call from my wife. Her card was declined while she was out making a purchase. She reviewed our accounts and was floored when saw that all of our savings and our 3 childrens savings accounts had been transferred to our checking account and all of our money was wire transferred out of our account. I called USAA and spoke with a representative who saw some additional movements actively happening. I asked if she could freeze our account and when I got home from work I would log into a desktop and call them back. I called back later that night and was told by a USAA representative, that my account was locked and under review by the fraud department. At this time there was {$500.00} left in our savings account. Because we had no money and did not know how long it would take, we removed {$400.00} via ATM so that we would have something to get by. Saturday XXXX XX/XX/XXXX @ approx XXXX, I received a call from the USAA/fraud department XXXX I was told that it was determined that there was no fraudulent activity and that I was responsible for the account as it stood. I was told that this decision was reached solely because we withdrew the {$400.00} from the ATM I called back a couple of hours later, in hopes to speak with a supervisor from the fraud department and was directed to a member of USAA security. She told me that reaching the fraud department wasnt possible. She explained that from what she could see, my account was still under investigation and that the person Id previously spoken with may not have been from USAA. Monday XXXX XX/XX/XXXX @ approx XXXX, I received a letter from USAA that stated I was responsible for the XXXX balance, as well as my savings and checking amounts that had been taken. It also said that USAA elects to no longer do business with me and my accounts would be terminated in 60 days. Since then, Ive made several calls to USAA and was able to see that the transactions from my account were wire transferred to a XXXX XXXX XXXX XXXX account that I have no association with. Ive contacted and informed XXXX XXXX, filed a police report with the XXXX XXXX police department ( PR # XXXX ), initiated and case with the FTC ( XXXX # XXXX ), requested a credit freeze through XXXX, updated all of my banking login information, and requested new ATM/debit cards. There were XXXX wire transfers total to the XXXX XXXX XXXX XXXX Account : - {$4300.00} - {$12000.00} - {$5000.00} - {$440.00} - {$200.00} We have yet to receive a letter from USAA detailing how their decision to hold us accountable was determined. Any help would be greatly appreciated.

Company Response: Company believes it acted appropriately as authorized by contract or law

State: AZ

Zip: 85326

Submitted Via: Web

Date Sent: 2022-11-27

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 6246239

Date Received: 2022-11-27

Issue: Managing an account

Subissue: Deposits and withdrawals

Consumer Complaint: I was a victim of fraud where someone pretended to be a loved one in order to gain access to my banking account where they deposited a fraud check in my account and withdrew money and deposited into their accounts through a third party app, including through cryptocurrency. This person even applied for a loan through my bank without my permission. I called my bank and made them aware of the situation. The bank issued me a credit immediately and that was that. Shortly after that I went on a trip to XXXX and my phone was stolen and i was without communication with my bank for about two months. I could not log into my account, or emails or get through the telephone prompts due to validating with being able to recieve a text message from them. After I obtain a new phone and logged into my bank only to find that they charged back the refund which was given to me and closed my account. After the account was closed I had other vendors credit my account and they never credited those amounts to me, they credited toward a negitive balance that I was not responsible for. This is all absurd and I should not be responsible for fraud. When I asked them how they came to that conclusion that I was responsible for the fraud, they said that i had a part in it but still did not provide any proff. When I first called in to report the fraud, I offered copies of conversations that i had with the person who scammed me but they said that i did not have to submit that information to them.

Company Response: Company believes it acted appropriately as authorized by contract or law

State: WA

Zip: 98105

Submitted Via: Web

Date Sent: 2022-11-27

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Select another page to read more about how -real people- receive -real harm- from these banks, credit bureaus, and others.