Complaints

This profile includes complaints for USAA Federal Savings Bank's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  USAA Federal Savings Bank

  10750 Mcdermott Fwy San Antonio, TX 78288-0002

• 

  USAA Federal Savings Bank

  9800 Fredericksburg Rd Hanover, MD 21076

• 

  USAA Federal Savings Bank

  3773 Howard Hughes Pkwy STE 190N Las Vegas, NV 89169-5936

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/06/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I find this account to be incorporated with inaccurate information, I strongly believe this to be misleading and misrepresentation of my credit history.

  Business Response

  Date: 06/20/2025

  Thank you for forwarding this inquiry to our office. Member concerns are important to us, and we appreciate the opportunity to address them. Due to privacy concerns, we are unable to post a specific reply here for public view; however, we have provided the attached response from ****.

• Initial Complaint

  Date:06/05/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  April 15, 2025 I was double charged by ****** for $289.59. I was also charged $100.69 for an order with ****** that I then canceled. I contacted ****** in regard to the charge and just asked them to cancel my orders and return the money for the duplicate charge. I was told they were experiencing issues and to dispute the charges with my bank. I have the chat documents that support this. I went to **** online and disputed all 3 charges (2 for $289.59 each and one for $100.69) as instructed. **** accepted my disputes and issued provisional credits for these charges. The same day I assume Amazon partially fixed the issue they were experiencing and issued me one credit in the amount of $289.59. There are now two outstanding charges with them one for $289.59 and another for $100.69. Because ****** issued one credit **** correctly reversed one of the proviosnal credits on May 2, 2025. This still leaves me with provisional credits on my account for one charge of $289.59 (for the canceled order) and $100.69 for the other canceled order from ******. On June 4, 2025 I checked my account and noticed it was in the negative. Upon research I saw the $100.69 and second $289.50 were debited from my account. I tried speaking to customer service on June 4 2025 but their appeared to be some technical issues with the chat so I was unable to reach anyone until June 5, 2025. I spoke with a representative in regards to my concern and was told that the dispute was still under investigation and I needed to wait for them to reach a decision. I inquired about why the credit was reversed if the dispute is still being investigated and was told that they "sometimes reverse credits during an investigation despite sending out a letter that states the credit will remain. do not feel I should be responsible for or charged for any item that I did not receive especially when i was told to dispute the items and also because I canceled the orders.

  Business Response

  Date: 06/18/2025

  Thank you for forwarding this inquiry to our office.  Member concerns are important to us, and we appreciate the opportunity to address them.  Due to privacy concerns, we are unable to post a specific reply here for public view; however, we have provided the attached response from ****.

  Customer Answer

  Date: 06/21/2025

  Complaint: 23430417
  
  I am rejecting this response because:
  They have only contacted me to let me know they srenlooking into the issue. There has been no explanation or attempt to get further details from me or to resolve this.
  Regards,
  
  ********* *********

  Business Response

  Date: 07/08/2025

  Thank you for forwarding this inquiry to our office.  Member concerns are important to us, and we appreciate the opportunity to address them.  Due to privacy concerns, we are unable to post a specific reply here for public view; however, we have provided the attached response from ****.

  Customer Answer

  Date: 07/08/2025

  Complaint: 23430417
  
  I am rejecting this response because:
  
  I was able to log in and review the complaint on ****. As previously stated in this complaint as well as the **** complaint the issue was not that the charge was not authorized. The issue was that the charge was made twice in which I was told to dispute from ****** the second issue again is that I never received the order. It was never delivered to me Because of that I continued with the dispute. ****** did reverse the duplicate charge, but they did not return the money for the product that was not received so you were telling me that I should be held responsible and be made to pay for something that I did not even get. On top of that when you debited my account because you claim that my dispute was not found in my favor I tried to put my account back in the positive because it was now in the negative and I was not able to because **** locked my car. I tried to chat with customer service and was disconnected. I tried calling customer service and was disconnected now I cannot even get into my bank account at all on top of the fact that you closed the account that I was calling to try to add money to even though Im paying for something that I never received please tell me how that makes sense or how that is fair because its not Ive been a customer at **** for over 10 years and this is how Im treated my husband and active duty service. Member has been a member of **** for over 25 years. He is the reason that I have a membership with **** and this is how we are treatedso no I do not accept and I do not feel like I should have to pay for something that I did not receive, and I am more than willing to file police reports Regards,
  
  ********* *********

• Initial Complaint

  Date:06/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **** did not stop a perpetrator from accessing my account and stealing my money. Several transactions took place between May 30- May31 and not once did **** contact me. My accounts are now depleted and **** still hasn't frozen my accounts or put any security in place to prevent this. I cant even login to my account as i truly believe this is an inside job and someone has changed my password again without my approval.

  Business Response

  Date: 06/19/2025

  Thank you for forwarding this inquiry to our office.  Member concerns are important to us, and we appreciate the opportunity to address them.  Due to privacy concerns, we are unable to post a specific reply here for public view; however, we have provided the attached response from ****.

  Customer Answer

  Date: 06/19/2025

  Complaint: 23405965
  
  I am rejecting this response because:

  There has been active fraud and identity theft due to the failure of security on ***** behalf.  My bank accounts were depleted as well as my social security number compromised.  To state there was no fraud found on my account would be a false statement.  
  

  Currently, there is a detective involved and investigating this case as **** has failed their members.  

  
  Regards,
  
  ***** ******

  Business Response

  Date: 06/25/2025

  Thank you for forwarding this inquiry to our office. Member concerns are important to us, and we appreciate the opportunity to address them. Due to privacy concerns, we are unable to post a specific reply here for public view; however, we have provided the attached response from ****.

• Initial Complaint

  Date:05/30/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  05/27/2025 ******** waited until funds got deposited with no communication are accounts were placed in restricted status and are accounts will be closed in up to 60 from 05/30/25 and a check will be sent 7-10 days for a total of up to or over 70 days. I need to my money to pay bills before that and receive fees for late payments.

  Business Response

  Date: 06/13/2025

  Thank you for forwarding this inquiry to our office. Member concerns are important to us, and we appreciate the opportunity to address them. Due to privacy concerns, we are unable to post a specific reply here for public view; however, we have provided the attached response from USAA.

• Initial Complaint

  Date:05/28/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I created a youth banking account and deposited money into the account. However, the bank will not give me any access to my account. I have spoken with multiple representatives and am stuck with an error in their system that hasn't been resolved. Despite providing a great amount of information (all the information requested) to verify my identity, their system still cannot verify my identity. All I have received from their representatives are guesses at solutions without any effective solutions to resolve my issue.

  Business Response

  Date: 06/12/2025

  Thank you for forwarding this inquiry to our
  office.  Member concerns are important to us, and we appreciate the
  opportunity to address them.  Due to privacy concerns, we are unable to
  post a specific reply here for public view; however, we have provided the
  attached response from USAA.

• Initial Complaint

  Date:05/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive been a customer with **** for 18 years. I deposited a an *** check into my bank account. They have had my funds on hold to where i cannot access them. Ive talked to over 10 people at **** including someone named ****** at the *********** who hasnt called me back with a resolution. I have a credit card with **** and I just received a call asking me to pay my credit card. I am unable to pay my bills because **** has my funds on hold and they do not care obviously bc I had a call from the **** credit card department asking me to pay. Please make sense of this. I want this resolved **** useless **** plans to use their funds to pay my bills. They really dont care that you have bills due and this was a prime example. They have not released my funds and right now I have no access to my money.

  Business Response

  Date: 06/02/2025

  Thank you for forwarding this inquiry to our office. Member concerns are important to us, and we appreciate the opportunity to address them. Due to privacy concerns, we are unable to post a specific reply here for public view; however, we have provided the attached response from *****
  

• Initial Complaint

  Date:05/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 2, 2025 my husband and I received a phone call from **** bank with the phone number ************ from a gentlemen named *****, he said he was from *********, calling to see if we took out a loan for $5,700.00, we said no, this person had already had all our information before calling my husband. He then proceeded to tell us that the funds of the loan were transferred into our checking acc with ****, and that we needed to pull them and pay it back to the ********** it was opened in order to no be responsible for this loan. So my husband did this with the gentlemen on the phone, paid it to ***** thought it was a done deal and taken care of. We found out on May 3rd that it was all a scam, this person did ACH disputes on our bank account and not once did USAA flag it. we are now 3 months behind on our mortgage, second mortgage, solar, pg&e, alarm, and credit cards. **** did not flag anything , and they found that the scam was no fraud, but our fault for the $ *********, they said we were scammed and that it is our fault and we are the ones who have to pay back all the disputes. what kind of bank does this? my husband is a veteran and we have had them for years, and for them to treat of this way and unbelievable. I will NEVER recommend **** to anyone for anything.

  Business Response

  Date: 06/09/2025

  Thank you for forwarding this inquiry to our office.  Member concerns are important to us, and we appreciate the opportunity to address them.  Due to privacy concerns, we are unable to post a specific reply here for public view; however, we have provided the attached response from USAA.

  Customer Answer

  Date: 06/09/2025

  Complaint: 23365476
  
  
  
  I am rejecting this response because:

   

  To Whom It May Concern,

  
  Thank you for your response to my complaint submitted via the Better Business Bureau. However, I respectfully dispute your findings and reject the conclusion that the transactions in question were authorized. While your investigation states that account access credentials were “shared,” I must clarify that any disclosure of credentials was under false pretenses, as a result of social engineering by an individual fraudulently posing as a USAA representative. This is a classic example of impersonation fraud and does not absolve the bank of its responsibility to protect account holders from unauthorized and deceptive activity. Further, the disputed ACH transactions were not initiated, approved, or known to/buy me or any other legitimate party authorized on my account. I reported the fraud promptly upon discovery, and expected the bank’s fraud prevention systems—and your team’s investigation—to reflect that reality. Under the Electronic Fund Transfer Act (EFTA) and Regulation E, consumers are not liable for unauthorized electronic fund transfers if they are reported in a timely manner. The fraud was reported on May 4, 2025, immediately upon discovery, in compliance with those regulations. At no point did USAA flag suspicious activity or proactively freeze my account to prevent further unauthorized transactions, despite clear indications of fraud. USAA failed to place any fraud alerts or freeze my account, even after unauthorized activity was reported. This lack of action allowed further fraudulent transactions to occur unchecked. Although I promptly reported the suspicious activity, USAA did not take immediate protective measures such as freezing the account or flagging it for fraud. This omission directly contributed to continued unauthorized withdrawals. Therefore, I request the following: A full copy of the fraud investigation findings, including how it was determined that the transactions were authorized. An escalation of this matter to USAA's executive review team or a second-level fraud review. Reimbursement for the disputed transactions, as required under applicable consumer protection laws. Confirmation that my case will be re-opened for full review and consideration based on these facts. If this matter is not resolved to my satisfaction, I will have no choice but to escalate this to the Consumer Financial Protection Bureau (CFPB), the Office of the Comptroller of the Currency (OCC), and potentially seek legal counsel. I appreciate your attention to this matter and trust that you will act in good faith to reevaluate this claim with the seriousness it deserves.

  
  Sincerely,
  Cassie Ingham
  510-331-0479 
  June 9, 2025
  
  
  
  

  Business Response

  Date: 06/24/2025

  Thank you for forwarding this inquiry to our
  office.  Member concerns are important to us, and we appreciate the
  opportunity to address them.  Due to privacy concerns, we are unable to
  post a specific reply here for public view; however, we have provided the
  attached response from USAA.

  Customer Answer

  Date: 06/25/2025

  Complaint: 23365476
  
  
  
  I am rejecting this response because:

  Dear Sir or Madam,

  
  I am writing in response to the latest statement submitted by USAA Federal Savings Bank regarding the above-referenced matter. USAA’s claim that I “reported that security credentials were shared with a third-party purportedly employed by USAA FSB” is factually incorrect and a misrepresentation of my statements. At no point have I indicated or admitted to sharing my account credentials, access devices, or any sensitive information with any third party, at no time was my information shared. I have gotten a different story every time on how this fraud was done and no one has the same story. Any such assertion made by USAA is inaccurate, unsupported, and not based on any statement I have made. Furthermore, USAA has repeatedly issued responses containing statements I did not make, which has significantly complicated my efforts to resolve this matter. I find it especially troubling that they continue to reference a violation of their Depository Agreement and Disclosures based on a premise that is entirely unfounded. It's also troubling that USAA fails to follow their own the Electronic Fund Transfer Act (EFTA) which if it failed to adequately protect its customers' accounts from unauthorized electronic transactions. Under EFTA, financial institutions are required to implement security measures that ensure the safety and confidentiality of consumer information. If USAA’s security practices were negligent or insufficient, resulting in unauthorized access or transactions, such failures may constitute a violation of the EFTA. Additionally, provisions under the Uniform Commercial Code (UCC), particularly Article 4, may also apply. The UCC governs bank liability in the case of unauthorized or fraudulent transactions involving negotiable instruments and electronic transfers. USAA failed to exercise ordinary care or adhere to reasonable commercial standards, they also are to be responsible under the UCC for losses incurred by the account holder. "To date, I have not been informed by USAA that any additional information or documentation was needed in order to reopen or reevaluate the liability decision. Had such a request been made, I would have fully cooperated and provided any information necessary to assist in a proper review. I respectfully request that the BBB take these misrepresentations into account as part of its ongoing evaluation of this complaint. I remain committed to resolving this issue in good faith and continue to seek a fair and accurate reconsideration of my case. Thank you for your continued attention and support in this matter.

  
  Sincerely,
  Mrs. Cassie Ingham

• Initial Complaint

  Date:05/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im so frustrated with USAA! Ive waited for my check from the *** for my tax refund for almost 3 months. USAA decides they will place a hold the check for a week. If I wouldve know this, I wouldve never made a deposit into my **** account. Mind you, they have no branches available for you to walk in to a deposit so you really dont have many choices. Usually they make some of the funds available but they didnt even do that. Ive been with them well over 15 years and this must be something new. **** need to release my funds that Im rightfully entitled too!!!!! Its just ridiculous. I wish they would just decline my refund check so I can place that money into a different bank that I know I wouldnt have this problem. Its an IRS check for crying out loud and there should be exception during tax time. So frustrated with this bank right now

  Business Response

  Date: 06/02/2025

  Thank you for forwarding this inquiry to our office. Member concerns are important to us, and we appreciate the opportunity to address them. Due to privacy concerns, we are unable to post a specific reply here for public view; however, we have provided the attached response from ****.

• Initial Complaint

  Date:05/16/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Recently I saw a late payment on my credit report from your company that I do not recognize. According to the **** transactions such as payments are not supposed to show on a consumer credit report. I know that this is a billing error and I just would like for it to be corrected.Account Listed Below ********************** Account #- **********Account Balance- $10,794

  Business Response

  Date: 06/03/2025

  Thank you for forwarding this inquiry to our office. Member concerns are important to us, and we appreciate the opportunity to address them. Due to privacy concerns, we are unable to post a specific reply here for public view; however, we have provided the attached response from ****.

• Initial Complaint

  Date:05/16/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **** has decided to close my account due to fraud. My account has money in it, however they are claiming that it will take 60 days to close my account and send me the additional funds. This is not acceptable as all my money is tied up for 60 days while I default on other financial responsibility. This not in line with normal banking procedures and policies. I still dont have any understanding as to why my account was closed. I am seeking my funds minus what I owe **** immediately.

  Business Response

  Date: 06/02/2025

  Thank you for forwarding this inquiry to our office. Member
  concerns are important to us, and we appreciate the opportunity to address
  them. Due to privacy concerns, we are unable to post a specific reply here for
  public view; however, we have provided the attached response from USAA.

  Customer Answer

  Date: 06/03/2025

  Complaint: 23337750
  
  
  
  I am rejecting this response because:
  
  It doesn’t take 60 days to close an account.  No one has told me the reason why they have exercised their right to discontinue banking with me and I don’t owe USAA any money.  I need those additional funds and locking my funds up and not allowing me access is not good business practice by any institution.  Open communication has not occurred in regards to why this has happened.  I need my funds to live and pay bills.  Please help
  
  Regards,
  
  
  
  David Walker

  Business Response

  Date: 06/16/2025

  Thank
  you for forwarding this inquiry to our office. Member concerns are important to
  us, and we appreciate the opportunity to address them. Due to privacy concerns,
  we are unable to post a specific reply here for public view; however, we have
  provided the attached response from USAA.