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Bank

USAA Federal Savings Bank

This business is NOT BBB Accredited.

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Complaints

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

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    Customer Complaints Summary

    • 1,161 total complaints in the last 3 years.
    • 500 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/21/2025

      Type:Billing Issues
      Status:
      Answered
      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 am writing to formally report that I am a victim of identity theft. An unauthorized account has been fraudulently opened in my name, which I did not authorize. Below are the details of the account in question:Creditor Name: USAA FSB Opened Date: 03/22/2017 Account Number : ***************I respectfully request the immediate closure of this account and the removal of any associated negative information from my credit report. I am also requesting written confirmation of the account closure and any supporting documentation related to this incident of ******** assist with your investigation, I have attached a copy of my Identity Theft Complaint.Thank you for your prompt attention to this serious matter.

      Business Response

      Date: 04/23/2025

      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:04/14/2025

      Type:Billing Issues
      Status:
      Resolved
      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.
      Good evening,A 2nd corporate check was sent from ******************* via ****UPS1Z833W670172899767. ******* at their dock and signed for 21 March. This was the 2nd check cut for $263,633.42/The first was sent in March and dispute closed 17 March. ********** closed the account 14 Feb ******** from their account summary is attached.The current issue was sent to **** escalation last week 7 April. 9and calls made the 9th, 11th and today the 14th and still receiving the same story that the back office has not responded, and the check has not been located.Besides the ongoing stress and nuisance this has cause due to the fact this money is set to be used to pay interest bearing accounts off as I have been out of work the last year. I closed that account in Feb and worked out the direct transfer from ************************* (Money due to my mothers death in May 2019) l to the **** HQ, ***** ********* FWY,Instead of accruing interest from ********** I have wasted a lot of time chasing my lost check so it can be deposited for use through my checking account. As a member for 25 years and the lack of organization and service provided has me thinking of moving future funds to another banking organization.I should be paid something for time and stress that his caused besides finding my check! Or given no interest on one of the loans I have through **** banking for 12 ***************** Alliance PO BOX ****** ********** Pa ********** Contact Information:******************* Account ******************** ******************************************* P.O. Box ****** **********, ** 15253-5486 to USAA Federal Savings Bank ***** ********* *********************** ***** -------------------------------------------------------------------------------------**** Main Number ************ or ************ Fax Number ************ Any assistance provided to resolve this situation would be greatly appreciated!!Regards, ****** F *********

      Business Response

      Date: 04/28/2025


      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: 04/28/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me.

      After receiving that answer from USAA separately after filing this dispute I contacted ********** about the issue and including my full checking acct#. They did so and that check was delivered one day air via *** to **** 25 APR and after calling around one hour ago it has yet to be deposited.

      Tracking Number
      1Z833W670172617963
      Service
      UPS Next Day Air
      Shipped / Billed On
      04/24/2025
      Delivered On
      04/25/2025 9:46 A.M.
      Delivered To
      ***********, **, **


      Received By
      FERNIZ
      Left At
      Inside Delivery



      Regards,

      ****** *********

    • Initial Complaint

      Date:04/11/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      USAA FEDERAL SAVINGS B Date:3/16/2025 Acct#**************** According to 15 *** 1681 have the right to privacy According to 15 USC 168s- 2 A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate . (B) Reporting information after notice and confirmation of errors According to 15 *** 1681 I have the right to privacy According to 15 *** 1681s-2 A person shall not furnish any information relating to a consumer to any any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate. (B) Reporting Information after notice and confirmation of errorsA person shall not furnish information relating to a consumer to any consumer reporting agency (i) The person has been notified by the consumer, at the address specified by the person for such Notices, that specifies information inaccurate, and (ii) the information is, in, fact, inaccurate. According to 15 USC 168i(15) the credit bureaus have to modify or Delete fraud Account that are not reporting accurately. According to 15 USC 1681b(1) the credit bureaus dont have no written permission.Section FCRA 611(a)(6)(B)(iii) and (7) of the Fair Credit Reporting Act, 15 U.S.C. 1681i, and send the required notifications to all furnishers of this information. Fair Credit Reporting Act, 15 U.S.C. 1681s-2 Section 623(a)(8)(D) Section 603(p), must notify consumers in writing if they may furnish or have furnished negative information to a CRA. Section 623(a)(7).According to 15 U.S.C 1681s-2(a)(1)(A) and (B)to report inaccurate informationPlease DELETE this information from my credit report, pursuant to section 611 of the Fair Credit Reporting Act, 15 U.S.C. 1681i, and send the required notifications to all furnishers of this information

      Business Response

      Date: 04/16/2025

      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.

      Respectfully,
      USAA Federal Savings Bank

    • Initial Complaint

      Date:04/10/2025

      Type:Billing Issues
      Status:
      Answered
      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 applied for an auto loan and was pre-approved. I changed my mind and decided to go with a credit union because I got a better rate. I informed **** that I did not use a pre-approved check and I would be going with a different lender. A week later I am seeing on my credit report an amount of over 17K on all 3 credit bureaus when I never followed through with the loan. I need **** to fix this.

      Business Response

      Date: 04/23/2025

      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:04/10/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      USAA FEDERAL SAVINGS BDate:3/20/2025 Acct#**************** According to 15 USC 168s- 2 A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate . (B) Reporting information after notice and confirmation of errors According to 15 *** 1681 I have the right to privacy According to 15 *** 1681s-2 A person shall not furnish any information relating to a consumer to any any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate. (B) Reporting Information after notice and confirmation of errorsA person shall not furnish information relating to a consumer to any consumer reporting agency (i) The person has been notified by the consumer, at the address specified by the person for such Notices, that specifies information inaccurate, and (ii) the information is, in, fact, inaccurate. According to 15 USC 168i(15) the credit bureaus have to modify or Delete fraud Account that are not reporting accurately. According to 15 USC 1681b(1) the credit bureaus dont have no written permission. According to 15 *** 1681 have the right to privacyAccording to 15 U.S.C 1681s-2(a)(1)(A) and (B)to report inaccurate informationPlease DELETE this information from my credit report, pursuant to section 611 of the Fair Credit Reporting Act, 15 U.S.C. 1681i, and send the required notifications to all furnishers of this information Section FCRA 611(a)(6)(B)(iii) and (7) of the Fair Credit Reporting Act, 15 U.S.C. 1681i, and send the required notifications to all furnishers of this information. Fair Credit Reporting Act, 15 U.S.C. 1681s-2 Section 623(a)(8)(D) Section 603(p), must notify consumers in writing if they may furnish or have furnished negative information to a CRA. Section 623(a)(7).

      Business Response

      Date: 04/22/2025

      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:04/07/2025

      Type:Customer Service Issues
      Status:
      Answered
      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 am seeking a resolution to a fraudulent claim case that has occurred to my checking account. Between 12/18 and 12/26 my card was stolen and debited for ********. I only found out after I attempted to log into my account to pay my insurance bill. I immediately froze my account so that I could do my own investigation. I realized I was not able to find my card and then I file a fraud claim. I was denied and asked for an appeal. I sent in a police report and the case was reopened on 3/6. After one month I was denied once again. I also see that my documents I submitted was never reviewed. I feel as though **** is attempting to blame me or accuse me of fraudulent activity. I have 2 houses and 3 cars fully insured with them aside from this checking account and I have NEVER submitted a claim for any of my assets or this bank account. I am seeking a resolution or I plan to fully move all of my assets to a company that I feel will protect me and not make allegations towards me.

      Business Response

      Date: 04/25/2025

      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:04/07/2025

      Type:Billing Issues
      Status:
      Resolved
      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.
      Dispute letter

      Business Response

      Date: 04/24/2025

      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.

      Respectfully,
      USAA Federal Savings Bank

      Customer Answer

      Date: 04/29/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Regards,

      ****** Norkham

    • Initial Complaint

      Date:04/07/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 am writing to formally request the correction of an error involving a deposit that was mistakenly applied to the wrong account (Last 4 *****. I have attached supporting documentation to this message, which clearly demonstrates that the deposit in question was not credited to my account (Last 4 *****. I have attempted to handle this error with **** via phone call and have received dispute notifications not in my favor. The deposit (FASFA return) amount is $741.53, and it was intended for my account but was erroneously applied elsewhere. Additionally, I have confirmed with ***************************************** and ****** (Company that processes the colleges returns) that they are not responsible for this error, and they have directed me to resolve this matter directly with ******* rectify this situation, I respectfully request that **** deposit the full amount of $741.53 into my account as soon as possible. Please let me know if any further information or documentation is needed to facilitate this correction.

      Business Response

      Date: 04/21/2025

      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:04/04/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      This account was charged off on the following date (March, 2024) Since then the account has repeatedly been updated as charged off every month. This is an update in the payment history. A charged off account should NOT include an active payment history. This inaccurate information falsely manipulates the statute of limitations. You failed to investigate this account properly and your neglect has violated my rights. I am demanding a deletion of the following account: USAA ********************** BANK 427082XXXXXXXXXX

      Business Response

      Date: 04/14/2025

      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:04/03/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      March 14th 2025 - a massive storm hit the *********** area. Multiple tornado, hail and extreme wind episodes. March 15th - I filed the claim for damages due to the severe storm. March 18th - ***** third party contractor (********) texted me to set up the claim adjuster appointment for Saturday, March 22nd. A date that I was going to work but also accommodate them for an expedient claim process. Appointment was scheduled for March 22nd, 0930-1000.March 22nd - I left work 3hrs early to make myself available at the originally agreed time of 0930. Approximately, 1130 on March 22nd, I had yet to receive a courtesy call or any notification of the delay. Around 1410, an independent contractor of the third party (**** Lachober) contacted me regarding a claim process. And we arranged for the following, March 27th to complete this. He had also stated that other customers were supposed to meet with the third party adjuster on Mar 22nd and never had any communication from **** nor Nexterra for the delay and no-show. Im filing a complaint for the 3hrs of the lost wages I surrendered to accommodate ***** third party adjuster. I agreed for Saturday during work hours because that was the first appointment I was presented with and wanted to expedite the process. I notified ******** and **** that I left work and lost 3hrs of pay due to both parties negligence. When I confronted ****, the sole responsible entity for my complaint, I was denied several times as if just discarding my sincere claim. As a disabled Veteran of 20yrs of service, **** did not show any attempt to resolve my concern for my lost wages. And **** touts their care of Veterans. I felt extremely frustrated considering the amount Im required to pay them every month. I fulfill my obligations and expect them to honor their values to Veterans and reimburse my complaint for restitution of lost wages. I even suggested crediting the lost wage amount to my deductible.

      Business Response

      Date: 04/16/2025

      Thank you for forwarding this inquiry to our office. We appreciate the opportunity to address the matter. Due to privacy concerns, we are unable to post our response for public view; however, we have provided the attached response from ****.

      Customer Answer

      Date: 04/18/2025

      Complaint: 23157916

      I am rejecting this response because:
      I am not satisfied with ***** response to my BBB claim regarding reimbursement of lost wages due to their negligence. 

      Regards,

      ****** *******

      Business Response

      Date: 04/30/2025

      Thank you for forwarding this inquiry to our office. We appreciate the opportunity to address the matter. Due to privacy concerns, we are unable to post our response for public view; however, we have provided the attached response from ****.

      Customer Answer

      Date: 04/30/2025

      Complaint: 23157916

      I am rejecting this response because:

      I am unable to take phone calls until after 3pm. **** did leave a detailed voicemail and deny any responsibility for lost wages. This does not meet my expectations from USAA. 

      ****** *******

    USAA Federal Savings Bank is NOT a BBB Accredited Business.

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