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.

close

Find a Location

USAA Federal Savings Bank has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:07/20/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 July 5, I received a call from someone claiming to be apart of my local *************** claiming to be a police captian regarding my brother who was recently arrested that day for DUI ( I had no way to contact my brother after the arrest but the "Police captian" gave me information that all seemed normal. Everything seemed normal nothing out of the ordinary about the phone call even when we talked about bail. I posted bail and he sent a receipt from the court house with my brothers information posted on it. Later I found out it was a scam and the $2,265 I sent from my USAA thru apple pay was gone. Later that evening I still had to pay another $1000 to the actual county jail to get him released. I disputed the $2,265 transaction with **** and they sent me a "temporary credit" while they looked at my issue. **** determined in quote "based on the information provided, we've determined an error didn't occur". About 10 days after I received the credit to my account, the temporary credit was reversed and they withdrew the $2,265 from my account. I was scammed and the fraud department couldn't help me

  Business Response

  Date: 07/25/2025

  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 *****
  

  Customer Answer

  Date: 07/25/2025

  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,
  
  ****** ******

• Initial Complaint

  Date:06/27/2025

  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.

  After 16 years as a loyal banking customer USAA ******************** Bank is shutting down .y accounts and will not allow me access to my own money. Causing missed payments for Mortgage, ************** Car Payments, Utilities, and more! This is not the only time **** has restricted me access to my money.

  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 ****.

• Initial Complaint

  Date:06/23/2025

  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 had FRAUD on my **** account last yr and had to get a NEW **** account all together. The Hackers targeted my USAA **** CREDIT CARD and Checking account, they were moving money around taking it out and putting it back in. I don't why or what they were trying to do. They managed to try and charge my **** CREDIT CARD up to $24,000 going way OVER what my line of credit was which was $16,600.00. both **** AND **** never froze the card or notified me of the transactions attempting to charge my credit card. That is one of the disputes I have the other is they turned around and reported it negatively to the CREDIT BUREAUS. I am a victim to a HATE CRIME.ANIMAL CRUELTY and need to move asap USAA IS WELL AWARE OF IT .. they wouldn't even help me with a HARDSHIP when I accidentally missed ONE Loan payment after 13 yrs of never missing ONE frikin payment with them. This is holding me up from getting out of here I am NOT in a SAFE PLACE and they are messing up my credit and the ability to try and rent a new place! When they gave me a completely NEW account it messed up all the notifications I wasn't receiving any alerts or getting text messages as if to PUNISH me for what is their s**** up. As a Veteran hackers target us because they know we have to hade DRIECT DEPOSIT and have to do ONLINE BANKING making it even easier for HACKERS to get into our bank accounts! and they blame me for this ?? really? **** needs to reverse the NEGATIVE CREDIT HITS on all my Credit reports and make it right. Please help me address this frustrating time consuming issue to **** and **** CREDIT CARD asap. I have to focus on getting out of where I at Thanks **** for being so MILITARY/VETERAN friendly ..what a joke.. I'm not laughing .. I cannot find the document from **** when they gave me a NEW checking/savings account and did away with my original account. The documents I submitted are to help show proof of the Fraud took place and correspondence between me and USAA. Thank you for your help.

  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 ****.

• Initial Complaint

  Date:06/21/2025

  Type:Customer Service 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 been holding the check I deposited into my wifes account for over a week now. Asked why and was not given as to why. Thats should be considered criminal activity. First why are not given a reason and second it says that holds should only be up to 7 days. Not over 7 days. This is highly illegal. Also I asked customer service to send me to the survey after the call and she just sent me to change my pin. She didnt want me to give my opinion a out the service they provide. Is this how you treat service member? This is why Navy Federal is far superior to ****.

  Business Response

  Date: 06/30/2025

  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: 07/01/2025

  Complaint: 23501973
  
  I am rejecting this response because:
  Never did I decline the survey nor did I tell the customer service agent that I needed to change the pin. I told the agent after our call to send me over to the survey, but instead sent me over to change my pin. As far as deposit hold goes, when I made the deposit, it said that it will be available in 3 days. 3 days later the check wasnt in the account and it was on hold for over 2 weeks. I had late fees I had to pay because of this hold and what did the bank do about that? Absolutely nothing, I had to come up with the money for the late fees that they have caused.
  Regards,
  
  Frisco *******

  Business Response

  Date: 07/15/2025

  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: 07/16/2025

  Complaint: 23501973
  
  I am rejecting this response because:

  If this is what responding correctly is in **** terms, it would be very unfortunate to find out what incorrectly is. If handling it correctly means holding my money longer than what I was told without any reasons as to why and me having to cover late fees due to ****'s doing then I must have been going about my life wrong the whole time. 
  
  Regards,
  
  Frisco *******

• Initial Complaint

  Date:06/19/2025

  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.

  On May 28, 2025, my wife and I were subject to fraudulent transactions in our checking account amounting to $20,000. An IC3 complaint form was filed with the *** on May 30, 2025 with the ** ************************************* checking with our savings account in **** (************************* Federal Savings Bank), it was discovered that two fraudulent Zelle transactions also occurred on or about May 28, 2025 totalling $1000.00. **** was immediately contacted in hopes of recovering this lost. After several non-productive telephone calls, my wife and I began to realize that we were being stonewalled. We expected **** to quickly cover our $1000.00 loss. That was not to be.We believe **** deliberately denied two fraudulent transactions from our savings account, and subsequently, created fraud by denying the transactions even existed. We have reported this incident with **** to the *** and Federal Trade Commission.The situation began with $500.00 being "temporarily" transferred back into our savings account. That $500 has since been removed and withdrawn from our savings with an explanation of denial of fraud in our savings account.------------------------------------------------Partial letter from USAA - June 18, 2025 After a thorough investigation, weve determined that there wasnt any evidence of fraudulent activity. The temporary credit that was posted to your account for the claim amount will be debited from your account on June 26, ******* based our decision on the information we had available at the time of our review. This concludes our investigation, and no further action will be taken. We value your business. Thank you for allowing us to serve you.Sincerely,**** ******* Senior Vice President, Bank Fraud Operations USAA Federal Savings Bank ------------------------------------------------My wife and I received an email from **** Inbox stating the same reasons for the other fraudulent Zelle amount of $500.00. Total of $1000 was stolen.

  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 USAA.
  
  Respectfully,
  USAA Federal Savings Bank

  Customer Answer

  Date: 07/09/2025

  Complaint: 23493136
  
  I am rejecting this response because:

  The entire USAA response is ******** and one big lie.  USAA did not even have the courtesy to respond to my series of complaints filed verbally in late May 2025.  After three phone calls to USAA in June 2025, I finally learned that the "fraud/security committee" rejected my claim and closed the case without even contacting me.  It took USAA over a month for this written and only response through BBB.

  *************** was contacted immediately after the fraud was discovered.  Their actions and responses (verbal and written) illustrated they were committed to helping us.  They canceled all Zelle transactions immediately.  After several investigations with Zelle, *************** refunded stolen Zelle funds by the fraudsters to our checking account within 72 hours.  USAA and ***** did nothing.

  We have closed our USAA and Zelle accounts with intentions of using neither again.  Zelle is popular, but very risky.  My thanks to the Better Business Bureau for their service.  The closing statement for USAA is always "thank you for your service" which is meaningless.
  
  Regards,
  
  ******** ******

  Business Response

  Date: 07/23/2025

  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 *****
  

  Customer Answer

  Date: 07/24/2025

  Complaint: 23493136
  
  I am rejecting this response because:
  

  USAA is not a trustworthy organization.
  
  Employees of USAA originally stole $1,000.00 from our savings account using fake Zelle names and transaction numbers.  The same employees later returned $500.00 stolen monies to our savings account naming the transaction title of "temporary" with the fake recipient names "****** W *******" and "******** L ******" as recipients of $500.00 each.  All of this occurred on May 28, 2025 which was the same day our **************** checking account had funds withdrawn using fraudulent names and accounts.  Company names of **** and ***** appeared on every fraudulent transaction at ****************
  
  **** emailed documents are generated using artificial intelligence and fake signatures.  I was not impressed and never responded to such infantile communication.
  
  One really stupid Assistant VP (****** J. *******) said that I owed **** $499.99 to bring my savings account up to date.  It is obvious that Assistant ** ******* (if such a person actually exists) is not aware that such a balance is usually reserved for checking accounts - not ********************** accounts.
  
  Mr. ******* also chose to threaten me with a collection agency referral to collect my own money.  Bring it on Mr. ************** Let's go to court only in *******, *****, ************** where the crime occurred involving USAA and Zelle fraudulent activities on May 28, 2025.  I will have my lawyer summon ****** ******* and ******** ******.  These two persons are current or former employees of *****  Many other employees from **** and ***** will also be summoned.  It will be interesting to watch fake people give real testimony.
  
  USAA notes in one correspondence that I am "displeased" with their decisions.  Anyone that steals my money does not make me happy.  **** did not even respond until June 19, 2025 when the May 28, 2025 fraudulent activities occurred at ****************  *************** immediately responded by blocking fraudulent transfers to **** and Zelle, plus refunding monies to our checking account.  USAA and ***** did nothing.
  
  USAA cannot be trusted.  USAA stole $500.00 twice from our savings account using fake account names and fake transaction numbers.
  
  ******** C. ******
  *******, *****
  **************
  

• Initial Complaint

  Date:06/19/2025

  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.

  This $500 credit card was paid off with the final payment amount of $479.95 on 09/09/24 from my USAA checking account which the ********************** card payment was taken from. The ref # for this payment is 7427082LDO0XV48XH and shows on my September CC statement I also have proof of. All 3 bureaus need to be corrected by **** to reflect a $0 balance. I disputed this with **** directly on May 28, 2025 and they sent a letter to me only informing the bureaus to reinsert the account which was already on my report. **** did NOT tell the bureaus to update this account to paid in full as I provided USAA proof and the final credit card statement to them with their own reference number. I am disappointed in them as they pride themselves in honesty and integrity, but I have disputed this with the bureaus three times and they claim **** confirmed the $501 balance is accurate. I have tangible proof and even provided this to the bureaus and ****. Im going above them now. Also, they have the account # showing as 0839 which was the last 4 of the card number so the dispute is thrown off, but that was not the account #. The account # was **************** which Ill upload from my final statement.

  Business Response

  Date: 06/30/2025

  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:06/06/2025

  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 ****.