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: 8195888

Date Received: 2024-01-22

Issue: Incorrect information on your report

Subissue: Account information incorrect

Consumer Complaint: USAA reporting different information for same account across XXXX XXXX Continues to report XXXX delinquency and missed payment though the account has been charged off for XXXX years Reporting high credit utilization No statements provided to me as a consumer

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

State: TX

Zip: 76502

Submitted Via: Web

Date Sent: 2024-01-22

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 8193618

Date Received: 2024-01-20

Issue: Managing an account

Subissue: Deposits and withdrawals

Consumer Complaint: Case Number : XXXX In accordance with the Office of the Comptroller of the Currency ( XXXX ) complaint process I have tried numerous times to settle this matter with USAA. USAA policies and actions as of XXXX XXXX XXXXXX/XX/year>, are in violation of federal law, specifically Regulation CC ( 12 CFR Part 229 ) which implements the Expedited Funds Availability Act ( EFAA ) and the Check Clearing for the 21st Century Act ( Check 21 ). USAA is in violation of XXXX law as well. The violations : XXXX availability rules for check number XXXX of {$6200.00}, from XXXX XXXX XXXX XXXX XXXX reporting requirement concerning checks with reasonable cause to doubt collectability. Section XXXX Exceptions ( XXXX ) Reasonable cause to doubt collectability states, Reasonable cause to believe a check is uncollectable requires the existence of facts that would cause a well-grounded belief in the mind of a reasonable person... The reason for the banks belief that the check is uncollectable shall be included in the notice required under paragraph ( g ) of this section. Section XXXX ( g ) Notice of exception ( XXXX ) states that USAA must provide us with a written notice, and the notice must contain the following : a number code identifying the customers account, the date of deposit, the amount of the deposit that is being delayed, the reason the exception of invoked, and the time to funds availability. ( ii ) Timing of notice at the time of deposit, or if discovered later the notice must be sent as soon as possible, but no later than the first business day following the day the facts are known. When the check was deposited on XX/XX/year> ( posted date ) {$2500.00} was released, and a normal hold of XXXX days was placed on the remaining funds which is in accord with XXXX Availability schedule ( c ) Nonlocal checks. The following business day the depositor contacted USAA in order to request expedited release of the funds and found that USAA had placed a XXXX XXXX hold on the check. No reason was provided, and no written notice was sent, and in fact, to date, no written notice has been provided and no evidence or explanation has been given concerning the hold. This violates the above sections. The depositor was told that funds would be made available by XX/XX/scrub>XXXX XXXX XXXX USAA made no further contact. On XX/XX/XXXX, the depositor saw the funds released into his account. However, though the funds were released, USAA placed a hold on the depositors account. This is XXXX business days from the time of deposit. It is now XXXX business days from the time of deposit and the funds have still not been released. Section XXXX ( h ) ( XXXX ) availability of deposits subject to exceptions states that USAA may extend the time to availability of funds by a reasonable period. ( Note that the depositor contacted USAA on XXXX XXXX and USAA verbally stated that from this date the check was in an exception status. ) ( XXXX ) For the purposes of this section, a reasonable period is an extension of up to XXXX business day for checks described in XXXX ( c ) ( XXXX ) ( vi ), XXXX business days for checks described in XXXX ( b ) ( XXXX ) through ( XXXX ), and XXXX business days for checks described in XXXX ( c ) ( XXXX ) and ( XXXX ) or XXXX ( f ). A longer extension may be reasonable, but the bank has the burden of so establishing. The maximum hold without further burden of proof is XXXX business days from the normal required release date, making the date of required release XX/XX/XXXX. It is XX/XX/XXXX, and to date no reason has been provided, and no evidence has been provided, and the funds have been released in the depositors account since XX/XX/XXXX. The account has been on hold for XXXX days after the release of the funds into the account. USAA was notified by the depositor that the funds in question are related to the purchase of a motor vehicle. USAA has not notified the depositor in writing, by phone, via text or email that the funds are being held, and have provided no reason for holding the funds, and have shared no evidence that the hold is reasonable. If the funds are being held because there is evidence of fraud, then the lack of notification to depositor, the honoring of the check and depositing funds into the depositors account, and then placing a hold on the rightful withdrawal of funds from the depositors personal account has put the depositors property at risk, and USAA is facilitating fraud and the theft of a motor vehicle. Additionally, and separately, USAA has been notified XXXX separate times concerning the XXXX status of XXXX account holder and has refused to accommodate by communicating in writing the reasons for holding the funds. The depositor is in possession of the check. A copy of the check with the depositor photo ID has been uploaded to USAA, as have XXXX XXXX XXXX XXXX papers signed by both parties outlining the sale of the motor vehicle, a statement concerning the steps the depositor has made, text messages showing the conversation outlining the transaction selling the vehicle and a power of attorney. We also have a recorded phone conversation with the sender of the check agreeing to buy out the debt on the vehicle. The sender reports that the funds have been withdrawn from their account by their bank.

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

State: TN

Zip: 380XX

Submitted Via: Web

Date Sent: 2024-01-20

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 8192558

Date Received: 2024-01-20

Issue: Problem with a company's investigation into an existing issue

Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone

Consumer Complaint: Greetings, USAA has engaged in unfair deceptive and abusive acts and practices, also known as UDAAP concerning my USAA insurance policy. I have multiple services with USAA to include banking and vehicle financing. On XXXX XX/XX/XXXX, I learned that my USAA Auto insurance policy was cancelled without proper notice. This is alarming seeing as I had a payment arrangement with USAA that was discussed on XXXX XX/XX/XXXX. Specifically, I contacted USAA to advise that I needed more time to make a payment due to an unforeseen financial circumstance. I spoke with a representative who advised that I should make a payment by XXXX XX/XX/XXXX. The representative advised that if I could not make a payment, I should call back to see what options would be available. She indicated that she would update my account notating that information. On yesterday, XXXX XX/XX/XXXX I went online to make a payment only to realize that my policy had been cancelled. Over the last month, I have been XXXX for XXXX XXXX and only had access to email. On XXXX XX/XX/XXXX, I received an email from USAA, but there was no indication or date stating that my coverage was on the verge of being cancelled. Last week, I returned from XXXX XXXX to learn that my auto insurance was cancelled. When I spoke with a representative on yesterday, she was increasingly condescending and stated she could not find any notes from the last conversation Id had with USAA on the topic. I found that troubling and asked that they pull the call records to listen to the conversation. She stated that process could take up to 5 business days for that request, meanwhile, I was left uninsured and my consumer credit report impacted. I requested that my insurance be reinstated. The representative ran a quote that doubled my last premium with USAA. I am shocked. I am being mistreated and unfairly evaluated in this urgent matter. This is not right. On today, XXXX XX/XX/XXXX, the representative admitted that the phone call was reviewed and the payment arrangement was discussed. USAA never set up the agreement on my behalf. I told the USAA representative that I could not set up the arrangement myself which was why I contacted them for assistance. Today, the USAA representative was hostile towards me. The bottom line is she did not hear the phone call ( her supervisor did ) and she has no authority to assist and she continued to gaslit me about what was mentioned on the phone call. That representative refused to assist in any manner helpful in this already tense situation.

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

State: VA

Zip: 225XX

Submitted Via: Web

Date Sent: 2024-01-20

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 8192505

Date Received: 2024-01-20

Issue: Managing an account

Subissue: Deposits and withdrawals

Consumer Complaint: XX/XX/XXXX - Fraud/Identity Theft committed against me involving personal checking account @ USAA Federal Savings Bank XXXXXX/XX/XXXX - Unauthorized access involving personal financial accounts @ USAA Federal Savings Bank, unauthorized access to USAA Banking XXXX using stolen XXXX XXXX XXXX XXXX. USAA Account Numbers, USAA XXXX card number and XXXX number stolen to commit Fraud/Identity Theft. XX/XX/XXXX- XXXX deposited check thru USAA XXXX XXXX for {$2500.00}. fraudulent business or individual, fraudulent check payable to a fraudulent individual, fraudulent endorsement of check, endorsement of check handwriting non-matching. XX/XX/XXXX - Fraudulent Debit/Credit/ATM withdrawal transactions for {$2500.00} using reported XXXX XXXX XXXX resulting in XXXX transactions XXXX XXXX XXXX XXXX XXXX {$500.00}. XX/XX/XXXX - Discovered unauthorized access and fraudulent activity involving USAA Federal Savings Bank accounts and contact XXXX to report Fraud/Identity Theft. Fraud/Identity Theft Dispute XXXX XXXX. XX/XX/XXXX - Confirm Lost/Stolen Debit/Credit/ATM Card Cancelation and XXXX XXXX XXXX XXXX XX/XX/XXXX - Fraud/Identity Theft reports submission to local police authorities XX/XX/XXXX, XXXX USAA XXXX XXXX Department XXXX XXXX XXXX XXXX Confirmed, Fraudulent XXXX Returned as a result personal checking account is overdrawn {$2500.00}. XX/XX/XXXX- USAA Federal Savings Bank accounts are restricted of access, deposits only, no withdrawals allowed. I was even restricted access to accounts and available balance in XXXX account. USAA Federal Savings Bank restricted me accessing available balance in savings account in order to pay XXXX living obligations, purchasing food, etc... XX/XX/XXXX - USAA Federal Savings Bank XXXX XXXX Results - Fraudulent Debit/Credit/ATM card withdrawal transactions considered as non-fraudulent and I am personally responsible based on the fact that personal Debit/Credit/ATM was used within vicinity of residence and using XXXX number. XX/XX/XXXX - USAA Federal Savings Bank XXXX Theft Dispute Report request resubmisson for re-reveiw thru XXXX XXXX Department XXXX XX/XX/XXXX - Discovered USAA Federal Savings Bank representatives fail to submit fraud/identity theft dispute reports to XXXX XXXX Department XX/XX/XXXX, XXXX, XXXX, XXXX - Fraud/Identity Theft committed against me again. XXXX transactions attempted again using a cancel Debit/Credit/ATM card. USAA only notify me of suspicious fraudulent activity on XX/XX/XXXX. XX/XX/XXXX - USAA Federal Savings Bank submission of Fraud/Identity Theft Dispute Report for new suspicious fraudulent withdrawal activity attempted on XX/XX/XXXX, XXXX, XXXX, XXXX. XX/XX/XXXX- USAA Federal Savings Bank continues accounts are restricted of access. Try requesting permission and temporary access to available balance in savings account in order to pay monthly living obligations, purchasing food, etc. USAA Federal Savings Bank denies access to savings account to me in order to pay monthly living obligations, purchasing food, etc... XX/XX/XXXX - USAA Federal Savings Bank XXXX Theft Dispute Report request resubmisson for re-reveiw again thru XXXX XXXX Department XXXX XX/XX/XXXX- USAA Federal Savings Bank continues accounts are restricted of access. Try requesting permission and temporary access to available balance in savings account in order to pay monthly living obligations, purchasing food, personal necessities, etc. USAA Federal Savings Bank denies access to savings account to me in order to pay monthly living obligations, purchasing food, etc. Now, electric, gas, phone, internet companies disconnect services for non-payment. Continue to be unable to purchase food, personal necessities, etc. XX/XX/XXXX- USAA Federal Savings Bank continues to refuse and deny providing me more detailed fraud/identity theft investigation information or send me more detailed fraud/identity theft investigation information. XX/XX/XXXX- USAA Federal Savings Bank fraud/identity theft investigation continues, no results so far. USAA Federal Savings Bank continues to restrict banking accounts and denies access to savings account to me in order to pay XXXX living obligations, purchasing food, etc. XX/XX/XXXX - XXXX XXXX without electricity, gas, phone, internet services due to non-payment and disconnection, unable to pay due to banking account restrictions imposed by USAA FEDERAL SAVINGS BANK, regardless that funds are available to pay XXXX obligations. XXXX XXXX without food, unable to purchase food, personal necessities, etc due to banking account restrictions imposed by USAA FEDERAL SAVINGS BANK, regardless that funds are available.

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

State: NY

Zip: 133XX

Submitted Via: Web

Date Sent: 2024-01-20

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 8192485

Date Received: 2024-01-20

Issue: Managing an account

Subissue: Deposits and withdrawals

Consumer Complaint: I made a mobile deposit of 6 XXXX XXXX money orders to my checking account with USAA Federal Savings. Per XXXX XXXX, these funds can be verified electronically as soon as the money order is issued through their system which banks can access any time. USAA instead put a 15 day hold on more than 50 % of my funds. I have banked with USAA for more than 10 years without a single overdraft or problem from me. I complained to the customer service and then spoke with a supervisor who both verified the deposits and the hold but said it was done to prevent fraud. However, since the funds can be verified instantly with XXXX XXXX, this is not true and the bank could have easily verified the funds in a reasonable 24-48 hours instead of holding my funds hostage for up to 2 weeks. I want to stress, THESE ARE NOT CHECKS, THEY ARE MONEY ORDERS- I BOUGHT THEM SPECIFICALLY BECAUSE THEY CAN BE VERIFIED WITHOUT THE NORMAL CHECK CLEARING PROCESS. USAA simply wants to use the fraud prevention as an excuse to not make my funds available to me. It my money, not their to sit on and use as they like for weeks on end. If they have done this to me, they are no doubt doing the same for thousands of other customers, holding their funds without the customer being able to access for long periods of time.

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

State: NV

Zip: 89131

Submitted Via: Web

Date Sent: 2024-01-20

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 8191875

Date Received: 2024-01-21

Issue: Problem with a company's investigation into an existing issue

Subissue: Problem with personal statement of dispute

Consumer Complaint: Good Morning I was Trying to Open An USAA account but can not because it say prior unacceptable account usage and if im not mistaking it years ago where I experienced identity theft I was young and a mother and I clicked on add. But i learned from it. I have been doing good but now its becoming a pest

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

State: FL

Zip: 32839

Submitted Via: Web

Date Sent: 2024-01-21

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 8191040

Date Received: 2024-01-21

Issue: Managing an account

Subissue: Problem making or receiving payments

Consumer Complaint: This complaint is against USAA re : an RV Loan. I made auto bill pay pmts [ {$270.00} - XXXX, XXXX & XX/XX/2023 ] through XXXX Bank, pmts were cashed by USAA, then pmts were re-deposited back into my acct. I was not contacted to let me know of any problem and was not aware of this until end of XX/XX/2023. Also, on XX/XX/2023, I made a telephone transfer of {$1000.00} to my checking acct with USAA, but they applied it to the principal of the loan. I repeatedly tried to call them, but they wouldn't take my calls, because they would try to send me a " secure '' number thru my text, but I repeatedly told them I couldn't receive texts while talking on the phone [ I have a flip phone ]. I am talking about XXXX calls from XXXX thru XX/XX/2023. Now they have started a repossession procedure. XX/XX/2023, I made a pmt. XX/XX/2023 I spoke to a woman who said she would listen to the phone call I made saying how I wanted the {$1000.00} applied and she would send the pmt situation to their legal dept. That was over a month ago and I have received no word as to what is happening. I have not made the XXXX nor the XXXX pmt because I don ; t know what is happening to me and I do not know when I will be homeless. The XXXX pmts are in my savings acct in case I need to catch up, that is if they will allow the # XXXX to go into my checking acct whereby I will be able to make up the back pmts. I want all penalties and extra taken off also.

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

State: OR

Zip: 974XX

Submitted Via: Web

Date Sent: 2024-01-21

Company Response to Consumer: Closed with non-monetary relief

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 8189030

Date Received: 2024-01-19

Issue: Managing an account

Subissue: Problem accessing account

Consumer Complaint: On XX/XX/XXXX I called USAA because I tried logging onto the app to access my funds, and it said my account was locked. I called the same day and they had me submit my ID to a USAA website and said they would call me within 24-48 hours. On XX/XX/XXXX, I called USAA again because I hadnt received a call and I asked to speak to the fraud department or another department and they told me that the fraud department did not have a phone number and that I would just have to wait and that there was nothing they could do. I had bills to pay. On XX/XX/XXXX I called again because I had not received a call and requested to know why my account was locked and still was not given any information and was told there was nothing they could do. On XX/XX/XXXX, I called again and was told it could take 6-10 business days to hear back, a stark difference from 24-48 hours. Still did not receive any information and could not reach another department.

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

State: OK

Zip: 735XX

Submitted Via: Web

Date Sent: 2024-01-19

Company Response to Consumer: Closed with non-monetary relief

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 8186704

Date Received: 2024-01-19

Issue: Managing an account

Subissue: Problem making or receiving payments

Consumer Complaint: I use USAA bill pay. I set up my payments as usual. I typically allow XXXX " buffer Days '' from the actual bill due date to account for any delays in processing. I set up a payment to pay my XXXX XXXX credit card. The payment was taking a bit longer and when I checked it was not deducted from my account in the usual time frame. when I opened my billpay transaction information, it stated a physical check was mailed on XXXX XXXX for a XX/XX/XXXX bill. As I made several inquiries it was found that XXXX transactions was doing the decisioning of ACH vs physical check. I was double checking if a check would be sent by default and if there was any processing error that would have chosen this method. The answer shocked me, it is up to XXXX card to provide how they want to be paid, and that there is logic that states if it is a " small amount '' pay by ACH, and if it is a " large amount '' pay by physical check. 1 ) I did not get a notification on USAA side ( text box ) this payment may be delayed as it will be sent via a physical check, you may want to choose a different method of payment to ensure you do not incur and fees or penalties. 2 ) I believe this is predatory lending, how can I know if I typically only charge XXXX /mo that a XXXX charge would follow a different payment method ( taking much longer ) and be set up to be delivered late and charge fees purposely on a larger amount. I believe a customer would not be able to randomly adjust the payment time without the knowledge up front that the payment is going a different pathway. I find fault with USAA to allow this option, and to not give notice/option to cancel a payment by providing this information while you are in the process of setting up a payment. the stages in payments for billpay, are processing, and then a physical check was sent, which happens after a time.other people may not have put XXXX and XXXX together because some payments go through and some are delayed, ultimately giving up and paying online or in the store ( simply not using the service ). I would like to see a blurb/text box pop up if a company does different payment methods and what the terms are in advance of setting up a billpay. it is not enough to send a physical check with XXXX business days to get mailed, processed and credited, which is what the XXXX decisioning is set to for XXXX payments from USAA. Thank you

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

State: FL

Zip: XXXXX

Submitted Via: Web

Date Sent: 2024-01-19

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 8185181

Date Received: 2024-01-20

Issue: Attempts to collect debt not owed

Subissue: Debt is not yours

Consumer Complaint: This debt was sold to a collector. USAA does not have the original documentation for this debt. XXXX supervisor XXXX made this statement to me on XX/XX/XXXX at XXXX " that the Creditor _USAA is refusing to update the date this account closed '' I sent XXXX a writtend dispute with documentation certified mail in XX/XX/XXXX showing this account was closed in XX/XX/XXXX and sold and To DATE they are refusing to update this debt as closed in XX/XX/XXXX. If this account no longer belongs to USAA because they sold this debt they have no legal right to report this a current debt that is owing and both USAA and XXXX have the legal obligation to correctly and accurately report the details of this account not use it to hold my credit hostage in hopes they might get something back by reaging this debt! This is ILLEGAL and inform both creditors that I am suing! I disputed this account 7 times beginning on XX/XX/XXXX to present! This is unfair and hostile

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

State: CA

Zip: 91321

Submitted Via: Web

Date Sent: 2024-01-20

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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