{"id":"usaa","page":"https://escalate.alexgaoth.com/#/c/usaa","html":"https://escalate.alexgaoth.com/c/usaa/","generated":"2026-10-15","company":{"id":"usaa","name":"USAA","aliases":["usaa federal savings bank","usaa bank","usaa fsb","united services automobile association"],"sector":"bank","also_sectors":["insurance_property"],"website":"https://www.usaa.com","official_domains":["usaa.com"],"security":{"never_asks":[{"kind":"policy","claim":"USAA will never call or text you to ask for your password, PIN or one-time code.","source":"https://www.usaa.com/support/security/identify-avoid-scams/","last_verified":"2026-10-12"},{"kind":"policy","claim":"USAA will never ask for your one-time code or PIN unless you called USAA. It will never ask for your password or give you a temporary one.","source":"https://www.usaa.com/support/security/report-fraud/","last_verified":"2026-10-12"},{"kind":"policy","claim":"USAA will never tell you to transfer, send or withdraw money.","source":"https://www.usaa.com/support/security/report-fraud/","last_verified":"2026-10-12"},{"kind":"policy","claim":"USAA will never send anyone to collect your debit or credit card, and will not ask you to move money to stop fraud or protect your funds.","source":"https://www.usaa.com/support/security/identify-avoid-scams/","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers pretend to be USAA with official-looking phone numbers or email addresses. They say there is an account issue or ask for personal details to prevent fraud, and may ask to video call you or take control of your screen.","source":"https://www.usaa.com/support/security/identify-avoid-scams/","last_verified":"2026-10-12"},{"kind":"policy","claim":"A fake USAA text about a suspicious charge is followed by a call that looks like it comes from USAA. The caller asks you to verify your details and to transfer your balance right away to secure the account.","source":"https://www.usaa.com/support/security/identify-avoid-scams/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Real USAA emails show a personalized \"USAA Security Zone\" with your name and the last four digits of your USAA number. USAA says an email where this is wrong or missing is not from USAA.","source":"https://www.usaa.com/support/security/identify-avoid-scams/","last_verified":"2026-10-12"}],"report_phishing":[{"id":"abuse-email","type":"email","label":"Report suspicious calls, texts or emails that claim to be USAA","value":"abuse@usaa.com","purposes":["fraud"],"notes":"Include the phone number and details about the call or message.","source":"https://www.usaa.com/support/security/report-fraud/","last_verified":"2026-10-12"}]},"regulators":["cfpb","occ"],"notes":"USAA Federal Savings Bank is a federal savings bank (OCC) and issues USAA credit cards. USAA also sells auto and property insurance. usaa.com does not respond to automated page fetches; the usaa.com channels here come from usaa.com search results, and the card terms from the agreement USAA files with the CFPB.","channels":[{"id":"member-services-phone","type":"phone","label":"USAA main number (800-531-USAA)","value":"+1-800-531-8722","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","fee_reversal","frozen_funds"],"access":"human_only","notes":"TTY 711. The local number is 210-531-USAA (+1-210-531-8722). The credit card agreement also names 1-800-531-USAA.","source":"https://www.usaa.com/help/contact/","last_verified":"2026-10-12"},{"id":"debit-fraud-phone","type":"phone","label":"Unauthorized ATM or debit card transactions","value":"+1-800-951-4539","purposes":["unauthorized_charge","fraud","transaction_dispute"],"access":"human_only","notes":"TTY 711. Days and times may vary.","source":"https://www.usaa.com/support/security/report-fraud/","last_verified":"2026-10-12"},{"id":"credit-fraud-phone","type":"phone","label":"Unauthorized credit card transactions","value":"+1-800-945-6759","purposes":["unauthorized_charge","fraud","transaction_dispute"],"access":"human_only","notes":"TTY 711.","source":"https://www.usaa.com/support/security/report-fraud/","last_verified":"2026-10-12"},{"id":"identity-theft-phone","type":"phone","label":"Suspected identity theft, or you gave out a password or logon credentials","value":"+1-877-762-7256","purposes":["fraud","account_access"],"access":"human_only","source":"https://www.usaa.com/support/security/report-fraud/","last_verified":"2026-10-12"},{"id":"dispute-online","type":"portal","label":"Dispute a card transaction online or in the USAA Mobile App","value":"https://www.usaa.com/support/security/report-fraud/","purposes":["transaction_dispute","unauthorized_charge","fraud"],"access":"login","notes":"Log on to usaa.com or the app and select \"Dispute Transaction\" from the account activity.","source":"https://www.usaa.com/support/security/report-fraud/","last_verified":"2026-10-12"},{"id":"abuse-email","type":"email","label":"Report suspicious calls, texts or emails claiming to be USAA","value":"abuse@usaa.com","purposes":["fraud"],"notes":"Include the phone number and details about the call or message.","source":"https://www.usaa.com/support/security/report-fraud/","last_verified":"2026-10-12"},{"id":"insurance-claims-center","type":"portal","label":"USAA insurance claims center (file a claim, check status)","value":"https://www.usaa.com/support/insurance/claims/","purposes":["claim_delay","claim_denial"],"access":"login","notes":"Auto and property claims can be reported any time on usaa.com or in the USAA Mobile App.","source":"https://www.usaa.com/support/insurance/claims/","last_verified":"2026-10-12"},{"id":"insurance-claims-phone","type":"phone","label":"USAA insurance claims (800-531-USAA)","value":"+1-800-531-8722","purposes":["claim_delay","claim_denial"],"access":"human_only","source":"https://www.usaa.com/support/insurance/claims/","last_verified":"2026-10-12"},{"id":"glass-claims-phone","type":"phone","label":"Auto windshield and glass claims","value":"+1-800-525-1790","purposes":["claim_delay"],"access":"human_only","source":"https://www.usaa.com/support/insurance/claims/auto/windshield-glass/","last_verified":"2026-10-12"},{"id":"billing-rights-mail","type":"mail","label":"Credit card billing errors (Your Billing Rights address)","value":"USAA Credit Card Services, P.O. Box 65020, San Antonio, TX 78265-5020","purposes":["billing_error","transaction_dispute"],"source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/USAA_FEDERAL_SAVINGS_BANK/bk-credit-card-combined-agreement-398902.pdf","last_verified":"2026-10-12"},{"id":"credit-report-dispute-mail","type":"mail","label":"Dispute what USAA reported to a credit bureau (credit card)","value":"USAA/Consumer Report Dispute, Attn: Form Code #CLCBD, P.O. Box 33009, San Antonio, TX 78265-3009","purposes":["credit_report_error"],"source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/USAA_FEDERAL_SAVINGS_BANK/bk-credit-card-combined-agreement-398902.pdf","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"member-services-phone"},{"rung":"written_complaint","channel":"billing-rights-mail","note":"Card billing errors must be in writing within 60 days; a call alone does not require USAA to investigate."},{"rung":"regulator","regulator":"cfpb"},{"rung":"state_agency","agency_kind":"financial_regulator"},{"rung":"state_agency","agency_kind":"insurance_department","note":"For USAA insurance claim disputes."},{"rung":"arbitration","note":"USAA credit card agreement: either party may elect AAA arbitration; small claims court is an alternative; FSB pays the administrator's fees."}],"playbooks":[{"issue":"billing_error","summary":"Write to USAA Credit Card Services within 60 days of the statement; a phone call does not protect your rights.","evidence":["statement with the error","account number","dollar amount","why it is wrong"],"steps":[{"do":"Send a letter with your name, account number, the dollar amount and why you believe it is wrong.","channel":"billing-rights-mail"},{"do":"To stop an automatic payment of the disputed amount, write at least 3 business days before it is scheduled."},{"do":"If USAA does not answer or correct it, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"deadline","claim":"The USAA credit card billing rights notice says to write within 60 days after the error appeared on your billing statement; if you only call, USAA is not required to investigate.","issues":["billing_error","transaction_dispute"],"source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/USAA_FEDERAL_SAVINGS_BANK/bk-credit-card-combined-agreement-398902.pdf","last_verified":"2026-10-12"},{"kind":"process","claim":"USAA must acknowledge your letter within 30 days and, within 90 days, either correct the error or explain why the statement is correct.","issues":["billing_error"],"source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/USAA_FEDERAL_SAVINGS_BANK/bk-credit-card-combined-agreement-398902.pdf","last_verified":"2026-10-12"}]},{"issue":"unauthorized_charge","summary":"Tell USAA as soon as reasonably possible by phone, then dispute in writing.","evidence":["statement with the charge","date you noticed it","card status"],"steps":[{"do":"Call the line for the card type to report the lost or stolen card or unauthorized use.","channel":"credit-fraud-phone"},{"do":"For a debit or ATM card, call the debit line, or select \"Dispute Transaction\" in the account activity online or in the app.","channel":"debit-fraud-phone"},{"do":"Write to the billing rights address within 60 days of the statement.","channel":"billing-rights-mail"},{"do":"If USAA does not resolve it, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"process","claim":"The USAA card agreement says you must notify USAA as soon as reasonably possible if your card or convenience checks are lost or stolen, or if you believe there has been unauthorized use.","issues":["unauthorized_charge","fraud"],"source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/USAA_FEDERAL_SAVINGS_BANK/bk-credit-card-combined-agreement-398902.pdf","last_verified":"2026-10-12"}]},{"issue":"fraud","summary":"Call the fraud line for the account type, and report scam messages to abuse@usaa.com.","evidence":["transaction details","messages from the scammer","police or FTC report number"],"steps":[{"do":"For card fraud, call the credit or debit fraud line.","channel":"credit-fraud-phone"},{"do":"If you gave out a password, PIN or logon details, or suspect identity theft, call the identity theft line.","channel":"identity-theft-phone"},{"do":"Email details of suspicious calls, texts or emails.","channel":"abuse-email"},{"do":"Report to the FTC at ReportFraud.ftc.gov, then complain to the CFPB if USAA does not act.","regulator":"cfpb"}]}],"facts":[{"kind":"process","claim":"USAA says auto and property insurance claims can be reported any time in the claims center on usaa.com or in the USAA Mobile App.","issues":["claim_delay"],"source":"https://www.usaa.com/support/insurance/claims/","last_verified":"2026-10-12"},{"kind":"policy","claim":"The USAA credit card arbitration section does not apply to Military Lending Act covered borrowers, or to accounts that opted out of arbitration before January 1, 2015.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/USAA_FEDERAL_SAVINGS_BANK/bk-credit-card-combined-agreement-398902.pdf","last_verified":"2026-10-12"}],"known_blockers":["usaa.com does not respond to automated page fetches; an agent can link to its pages but may not be able to read them.","Online disputes and claims need USAA logon.","Phone service verifies the member."]},"playbooks":{"billing_error":{"company":{"id":"usaa","name":"USAA","sector":"bank","website":"https://www.usaa.com","account_url":null},"issue":{"id":"billing_error","name":"Billing error"},"playbook_source":"company","summary":"Write to USAA Credit Card Services within 60 days of the statement; a phone call does not protect your rights.","evidence":["statement with the error","account number","dollar amount","why it is wrong"],"steps":[{"do":"Send a letter with your name, account number, the dollar amount and why you believe it is wrong.","channel":{"id":"billing-rights-mail","type":"mail","label":"Credit card billing errors (Your Billing Rights address)","value":"USAA Credit Card Services, P.O. Box 65020, San Antonio, TX 78265-5020","purposes":["billing_error","transaction_dispute"],"source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/USAA_FEDERAL_SAVINGS_BANK/bk-credit-card-combined-agreement-398902.pdf","last_verified":"2026-10-12"}},{"do":"To stop an automatic payment of the disputed amount, write at least 3 business days before it is scheduled."},{"do":"If USAA does not answer or correct it, complain to the CFPB.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"member-services-phone","type":"phone","label":"USAA main number (800-531-USAA)","value":"+1-800-531-8722","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","fee_reversal","frozen_funds"],"access":"human_only","notes":"TTY 711. The local number is 210-531-USAA (+1-210-531-8722). The credit card agreement also names 1-800-531-USAA.","source":"https://www.usaa.com/help/contact/","last_verified":"2026-10-12"},{"id":"billing-rights-mail","type":"mail","label":"Credit card billing errors (Your Billing Rights address)","value":"USAA Credit Card Services, P.O. Box 65020, San Antonio, TX 78265-5020","purposes":["billing_error","transaction_dispute"],"source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/USAA_FEDERAL_SAVINGS_BANK/bk-credit-card-combined-agreement-398902.pdf","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"The USAA credit card billing rights notice says to write within 60 days after the error appeared on your billing statement; if you only call, USAA is not required to investigate.","issues":["billing_error","transaction_dispute"],"source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/USAA_FEDERAL_SAVINGS_BANK/bk-credit-card-combined-agreement-398902.pdf","last_verified":"2026-10-12"},{"kind":"process","claim":"USAA must acknowledge your letter within 30 days and, within 90 days, either correct the error or explain why the statement is correct.","issues":["billing_error"],"source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/USAA_FEDERAL_SAVINGS_BANK/bk-credit-card-combined-agreement-398902.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"The USAA credit card arbitration section does not apply to Military Lending Act covered borrowers, or to accounts that opted out of arbitration before January 1, 2015.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/USAA_FEDERAL_SAVINGS_BANK/bk-credit-card-combined-agreement-398902.pdf","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"efta-reg-e","title":"Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)","citation":"12 CFR 1005.6; 12 CFR 1005.11; 12 CFR 1005.2(m) (Regulation E)","jurisdiction":"us-federal","status":"in_effect","summary":"For debit cards, ATM transfers, ACH and other electronic fund transfers from a consumer account (including P2P payments that meet the EFT definition), the consumer has 60 days after the statement is sent to report an error. The institution must investigate within 10 business days, or within 45 days if it provisionally credits the account within 10 business days. Liability for unauthorized transfers is capped at $50, $500 or more depending on how fast the consumer reports.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12","points_omitted":7,"points":[{"kind":"policy","claim":"Errors covered by the error-resolution procedure include an unauthorized EFT, an incorrect EFT to or from the account, an omitted transfer on a statement, a computational or bookkeeping error, receiving the wrong amount of cash from an ATM, and a request for documentation or clarification about a transfer.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The consumer must give notice of an error no later than 60 days after the institution sent the periodic statement on which the error first appears. The notice must let the institution identify the consumer's name and account and say why the consumer believes there is an error. If notice is oral, the institution may require written confirmation within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The institution must investigate and decide within 10 business days, report results within 3 business days after it completes the investigation, and correct an error within 1 business day after it finds one. It may take up to 45 days only if it provisionally credits the disputed amount within 10 business days. It need not provisionally credit if it asked for written confirmation of an oral notice and did not receive it within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Longer periods apply in some cases: 20 business days instead of 10 for transfers within 30 days after the first deposit to a new account, and 90 days instead of 45 for point-of-sale debit card transactions, transfers not initiated within a state, and new-account transfers.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"process","claim":"If the institution finds no error, it must give a written explanation and tell the consumer of the right to request the documents it relied on. If it debits a provisional credit, it must notify the consumer of the date and amount and honor checks and preauthorized transfers for five business days after the notice.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"}]},{"id":"fcba-billing-error","title":"Fair Credit Billing Act billing-error and purchase-dispute rights (Regulation Z)","citation":"12 CFR 1026.13; 12 CFR 1026.12(c) (Regulation Z)","jurisdiction":"us-federal","status":"in_effect","summary":"For credit card and other open-end credit accounts, a written billing-error notice that the creditor receives within 60 days after it sent the first statement with the error starts a dispute process. The creditor must acknowledge it within 30 days and resolve it within 2 complete billing cycles (no later than 90 days). Until then, the consumer need not pay the disputed amount and the creditor may not collect it or report it as delinquent. A separate rule lets a cardholder assert claims and defenses about a card purchase against the card issuer.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12","points_omitted":2,"points":[{"kind":"policy","claim":"A billing error includes a charge for credit not made to the consumer or an authorized user; a charge for property or services not accepted by the consumer or not delivered as agreed; a failure to credit a payment or other credit properly; a computational error by the creditor; a charge for which the consumer asks for clarification, including documentary evidence; and failure to send a statement to the last address the creditor received in writing at least 20 days before the end of the billing cycle.","issues":["billing_error","unauthorized_charge","refund_request"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The billing error notice must be written and must be received by the creditor at the address it discloses for billing errors \"no later than 60 days after the creditor transmitted the first periodic statement that reflects the alleged billing error\". The rule defines the notice as a written notice, so a phone call alone does not start these rights.","issues":["billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"},{"kind":"process","claim":"The notice must let the creditor identify the consumer's name and account number and, to the extent possible, state the consumer's belief and reasons that a billing error exists, and the type, date and amount of the error.","issues":["billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The creditor must send written acknowledgment within 30 days of receiving the notice (unless it resolves the dispute within those 30 days), and must resolve the dispute \"within 2 complete billing cycles (but in no event later than 90 days)\" after receiving the notice.","issues":["billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Until the dispute is resolved, the consumer need not pay, and the creditor may not try to collect, the disputed amount and related finance or other charges. The creditor may not report the disputed amount as delinquent or threaten an adverse credit report because it is unpaid.","issues":["billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"},{"kind":"policy","claim":"If the consumer pays the card by automatic deduction from a deposit account at the card issuer, the issuer may not deduct the disputed amount if the billing error notice arrives up to 3 business days before the scheduled payment date.","issues":["billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"},{"kind":"policy","claim":"A creditor may not accelerate the debt or restrict or close the account solely because the consumer exercised billing-error rights in good faith.","issues":["billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"},{"kind":"process","claim":"If there was an error, the creditor must correct it, credit the disputed amount and related charges, and send a correction notice. If it finds no error, it must send a written explanation and, on request, copies of documentary evidence of the debt.","issues":["billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"}]},{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":4,"points":[{"kind":"policy","claim":"The seller must obtain \"a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"member-services-phone","type":"phone","label":"USAA main number (800-531-USAA)","value":"+1-800-531-8722","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","fee_reversal","frozen_funds"],"access":"human_only","notes":"TTY 711. The local number is 210-531-USAA (+1-210-531-8722). The credit card agreement also names 1-800-531-USAA.","source":"https://www.usaa.com/help/contact/","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Card billing errors must be in writing within 60 days; a call alone does not require USAA to investigate.","channel":{"id":"billing-rights-mail","type":"mail","label":"Credit card billing errors (Your Billing Rights address)","value":"USAA Credit Card Services, P.O. Box 65020, San Antonio, TX 78265-5020","purposes":["billing_error","transaction_dispute"],"source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/USAA_FEDERAL_SAVINGS_BANK/bk-credit-card-combined-agreement-398902.pdf","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"state_agency","note":"For USAA insurance claim disputes.","agency_kind":"insurance_department","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"arbitration","note":"USAA credit card agreement: either party may elect AAA arbitration; small claims court is an alternative; FSB pays the administrator's fees."}],"known_blockers":["usaa.com does not respond to automated page fetches; an agent can link to its pages but may not be able to read them.","Online disputes and claims need USAA logon.","Phone service verifies the member."],"security":{"official_domains":["usaa.com"],"never_asks":[{"kind":"policy","claim":"USAA will never call or text you to ask for your password, PIN or one-time code.","source":"https://www.usaa.com/support/security/identify-avoid-scams/","last_verified":"2026-10-12"},{"kind":"policy","claim":"USAA will never ask for your one-time code or PIN unless you called USAA. It will never ask for your password or give you a temporary one.","source":"https://www.usaa.com/support/security/report-fraud/","last_verified":"2026-10-12"},{"kind":"policy","claim":"USAA will never tell you to transfer, send or withdraw money.","source":"https://www.usaa.com/support/security/report-fraud/","last_verified":"2026-10-12"},{"kind":"policy","claim":"USAA will never send anyone to collect your debit or credit card, and will not ask you to move money to stop fraud or protect your funds.","source":"https://www.usaa.com/support/security/identify-avoid-scams/","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers pretend to be USAA with official-looking phone numbers or email addresses. They say there is an account issue or ask for personal details to prevent fraud, and may ask to video call you or take control of your screen.","source":"https://www.usaa.com/support/security/identify-avoid-scams/","last_verified":"2026-10-12"},{"kind":"policy","claim":"A fake USAA text about a suspicious charge is followed by a call that looks like it comes from USAA. The caller asks you to verify your details and to transfer your balance right away to secure the account.","source":"https://www.usaa.com/support/security/identify-avoid-scams/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Real USAA emails show a personalized \"USAA Security Zone\" with your name and the last four digits of your USAA number. USAA says an email where this is wrong or missing is not from USAA.","source":"https://www.usaa.com/support/security/identify-avoid-scams/","last_verified":"2026-10-12"}],"report_phishing":[{"id":"abuse-email","type":"email","label":"Report suspicious calls, texts or emails that claim to be USAA","value":"abuse@usaa.com","purposes":["fraud"],"notes":"Include the phone number and details about the call or message.","source":"https://www.usaa.com/support/security/report-fraud/","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":24},"verified_from":{"page":24},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 24 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"USAA Federal Savings Bank is a federal savings bank (OCC) and issues USAA credit cards. USAA also sells auto and property insurance. usaa.com does not respond to automated page fetches; the usaa.com channels here come from usaa.com search results, and the card terms from the agreement USAA files with the CFPB.","warnings":[]},"unauthorized_charge":{"company":{"id":"usaa","name":"USAA","sector":"bank","website":"https://www.usaa.com","account_url":null},"issue":{"id":"unauthorized_charge","name":"Unauthorized charge"},"playbook_source":"company","summary":"Tell USAA as soon as reasonably possible by phone, then dispute in writing.","evidence":["statement with the charge","date you noticed it","card status"],"steps":[{"do":"Call the line for the card type to report the lost or stolen card or unauthorized use.","channel":{"id":"credit-fraud-phone","type":"phone","label":"Unauthorized credit card transactions","value":"+1-800-945-6759","purposes":["unauthorized_charge","fraud","transaction_dispute"],"access":"human_only","notes":"TTY 711.","source":"https://www.usaa.com/support/security/report-fraud/","last_verified":"2026-10-12"}},{"do":"For a debit or ATM card, call the debit line, or select \"Dispute Transaction\" in the account activity online or in the app.","channel":{"id":"debit-fraud-phone","type":"phone","label":"Unauthorized ATM or debit card transactions","value":"+1-800-951-4539","purposes":["unauthorized_charge","fraud","transaction_dispute"],"access":"human_only","notes":"TTY 711. Days and times may vary.","source":"https://www.usaa.com/support/security/report-fraud/","last_verified":"2026-10-12"}},{"do":"Write to the billing rights address within 60 days of the statement.","channel":{"id":"billing-rights-mail","type":"mail","label":"Credit card billing errors (Your Billing Rights address)","value":"USAA Credit Card Services, P.O. Box 65020, San Antonio, TX 78265-5020","purposes":["billing_error","transaction_dispute"],"source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/USAA_FEDERAL_SAVINGS_BANK/bk-credit-card-combined-agreement-398902.pdf","last_verified":"2026-10-12"}},{"do":"If USAA does not resolve it, complain to the CFPB.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"member-services-phone","type":"phone","label":"USAA main number (800-531-USAA)","value":"+1-800-531-8722","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","fee_reversal","frozen_funds"],"access":"human_only","notes":"TTY 711. The local number is 210-531-USAA (+1-210-531-8722). The credit card agreement also names 1-800-531-USAA.","source":"https://www.usaa.com/help/contact/","last_verified":"2026-10-12"},{"id":"debit-fraud-phone","type":"phone","label":"Unauthorized ATM or debit card transactions","value":"+1-800-951-4539","purposes":["unauthorized_charge","fraud","transaction_dispute"],"access":"human_only","notes":"TTY 711. Days and times may vary.","source":"https://www.usaa.com/support/security/report-fraud/","last_verified":"2026-10-12"},{"id":"credit-fraud-phone","type":"phone","label":"Unauthorized credit card transactions","value":"+1-800-945-6759","purposes":["unauthorized_charge","fraud","transaction_dispute"],"access":"human_only","notes":"TTY 711.","source":"https://www.usaa.com/support/security/report-fraud/","last_verified":"2026-10-12"},{"id":"dispute-online","type":"portal","label":"Dispute a card transaction online or in the USAA Mobile App","value":"https://www.usaa.com/support/security/report-fraud/","purposes":["transaction_dispute","unauthorized_charge","fraud"],"access":"login","notes":"Log on to usaa.com or the app and select \"Dispute Transaction\" from the account activity.","source":"https://www.usaa.com/support/security/report-fraud/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The USAA card agreement says you must notify USAA as soon as reasonably possible if your card or convenience checks are lost or stolen, or if you believe there has been unauthorized use.","issues":["unauthorized_charge","fraud"],"source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/USAA_FEDERAL_SAVINGS_BANK/bk-credit-card-combined-agreement-398902.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"The USAA credit card arbitration section does not apply to Military Lending Act covered borrowers, or to accounts that opted out of arbitration before January 1, 2015.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/USAA_FEDERAL_SAVINGS_BANK/bk-credit-card-combined-agreement-398902.pdf","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"efta-reg-e","title":"Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)","citation":"12 CFR 1005.6; 12 CFR 1005.11; 12 CFR 1005.2(m) (Regulation E)","jurisdiction":"us-federal","status":"in_effect","summary":"For debit cards, ATM transfers, ACH and other electronic fund transfers from a consumer account (including P2P payments that meet the EFT definition), the consumer has 60 days after the statement is sent to report an error. The institution must investigate within 10 business days, or within 45 days if it provisionally credits the account within 10 business days. Liability for unauthorized transfers is capped at $50, $500 or more depending on how fast the consumer reports.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"If the consumer reports a lost or stolen access device within two business days after learning of the loss or theft, liability is limited to \"the lesser of $50 or the amount of unauthorized transfers that occur before notice\".","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"limit","claim":"If the consumer does not report within two business days after learning of the loss or theft, liability is \"the lesser of $500 or the sum of\" up to $50 of transfers in the first two business days and later transfers the institution shows would have been prevented by timely notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"An unauthorized transfer that appears on a periodic statement must be reported \"within 60 days of the financial institution's transmittal of the statement\" to avoid liability for later transfers that timely notice would have prevented. The institution must extend these time limits to a reasonable period when extenuating circumstances (for example extended travel or hospitalization) delayed notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"process","claim":"Notice of an unauthorized transfer may be given in person, by phone or in writing. Written notice is considered given at the time the consumer mails it. Lower liability under state law or the account agreement controls.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"policy","claim":"An unauthorized EFT is a transfer from the consumer's account initiated by someone other than the consumer without actual authority and from which the consumer receives no benefit. It does not include a transfer by a person to whom the consumer gave the access device (until the consumer tells the institution that person is no longer authorized), a transfer made with fraudulent intent by the consumer or someone acting with the consumer, or a transfer by the institution or its employee.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/2/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Errors covered by the error-resolution procedure include an unauthorized EFT, an incorrect EFT to or from the account, an omitted transfer on a statement, a computational or bookkeeping error, receiving the wrong amount of cash from an ATM, and a request for documentation or clarification about a transfer.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The consumer must give notice of an error no later than 60 days after the institution sent the periodic statement on which the error first appears. The notice must let the institution identify the consumer's name and account and say why the consumer believes there is an error. If notice is oral, the institution may require written confirmation within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The institution must investigate and decide within 10 business days, report results within 3 business days after it completes the investigation, and correct an error within 1 business day after it finds one. It may take up to 45 days only if it provisionally credits the disputed amount within 10 business days. It need not provisionally credit if it asked for written confirmation of an oral notice and did not receive it within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Longer periods apply in some cases: 20 business days instead of 10 for transfers within 30 days after the first deposit to a new account, and 90 days instead of 45 for point-of-sale debit card transactions, transfers not initiated within a state, and new-account transfers.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"process","claim":"If the institution finds no error, it must give a written explanation and tell the consumer of the right to request the documents it relied on. If it debits a provisional credit, it must notify the consumer of the date and amount and honor checks and preauthorized transfers for five business days after the notice.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"policy","claim":"P2P (CFPB guidance, not rule text): the CFPB's Electronic Fund Transfers FAQs state that any P2P payment that meets the definition of an EFT is covered by EFTA and Regulation E, and that when a consumer is fraudulently induced into sharing account access information with a third party, the resulting transfer by that third party is an unauthorized EFT.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"},{"kind":"process","claim":"CFPB guidance (Electronic Fund Transfers FAQs): an institution must begin its investigation promptly on an oral or written notice of error and may not require a police report or require the consumer to contact the merchant first. Consumer negligence, such as writing a PIN on the card, cannot be used to impose greater liability.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"}]},{"id":"fcba-billing-error","title":"Fair Credit Billing Act billing-error and purchase-dispute rights (Regulation Z)","citation":"12 CFR 1026.13; 12 CFR 1026.12(c) (Regulation Z)","jurisdiction":"us-federal","status":"in_effect","summary":"For credit card and other open-end credit accounts, a written billing-error notice that the creditor receives within 60 days after it sent the first statement with the error starts a dispute process. The creditor must acknowledge it within 30 days and resolve it within 2 complete billing cycles (no later than 90 days). Until then, the consumer need not pay the disputed amount and the creditor may not collect it or report it as delinquent. A separate rule lets a cardholder assert claims and defenses about a card purchase against the card issuer.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12","points_omitted":9,"points":[{"kind":"policy","claim":"A billing error includes a charge for credit not made to the consumer or an authorized user; a charge for property or services not accepted by the consumer or not delivered as agreed; a failure to credit a payment or other credit properly; a computational error by the creditor; a charge for which the consumer asks for clarification, including documentary evidence; and failure to send a statement to the last address the creditor received in writing at least 20 days before the end of the billing cycle.","issues":["billing_error","unauthorized_charge","refund_request"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"}]},{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":1,"points":[{"kind":"policy","claim":"Before obtaining the consumer's billing information, the seller must provide text that \"clearly and conspicuously discloses all material terms of the transaction\".","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"The seller must obtain \"a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"A post-transaction third-party seller may not charge a consumer for an online sale unless it discloses the material terms and gets express informed consent, including the consumer's full account number, before charging. An initial merchant may not pass a customer's account number or other billing information to such a seller.","issues":["unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8402","last_verified":"2026-10-12"},{"kind":"process","claim":"A ROSCA violation is treated as a violation of an FTC rule on unfair or deceptive acts or practices, and the FTC enforces ROSCA with its FTC Act powers and penalties. Report violations to the FTC.","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8404","last_verified":"2026-10-12"}]},{"id":"tila-unauthorized-card-liability","title":"Credit card unauthorized-use liability limit (Regulation Z)","citation":"12 CFR 1026.12(b) (Regulation Z)","jurisdiction":"us-federal","status":"in_effect","summary":"A cardholder's liability for unauthorized use of a credit card cannot exceed the lesser of $50 or the amount obtained before the cardholder notifies the card issuer. Notice can be in person, by phone or in writing. A state law or the card agreement that sets lower liability controls.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"Liability for unauthorized use \"shall not exceed the lesser of $50 or the amount of money, property, labor, or services obtained by the unauthorized use before notification to the card issuer\".","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Unauthorized use means use by a person other than the cardholder who does not have actual, implied or apparent authority for the use, and from which the cardholder receives no benefit.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"policy","claim":"The issuer can hold the cardholder liable only if the card is an accepted card, the issuer gave adequate notice of the maximum potential liability and of how to report loss or theft, and the issuer provided a means to identify the cardholder or authorized user.","issues":["unauthorized_charge"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"process","claim":"Notice to the issuer may be given in person, by telephone or in writing, at the cardholder's option. Written notice counts as given when received or when the time ordinarily required for transmission has passed, whichever is earlier.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"limit","claim":"If state law or the cardholder agreement sets lower liability, \"the lesser liability shall govern\". When an issuer gives 10 or more cards to employees of one organization, the issuer and the organization may agree to different liability terms, but an employee can still be held liable only as this section permits.","issues":["unauthorized_charge"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"member-services-phone","type":"phone","label":"USAA main number (800-531-USAA)","value":"+1-800-531-8722","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","fee_reversal","frozen_funds"],"access":"human_only","notes":"TTY 711. The local number is 210-531-USAA (+1-210-531-8722). The credit card agreement also names 1-800-531-USAA.","source":"https://www.usaa.com/help/contact/","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Card billing errors must be in writing within 60 days; a call alone does not require USAA to investigate.","channel":{"id":"billing-rights-mail","type":"mail","label":"Credit card billing errors (Your Billing Rights address)","value":"USAA Credit Card Services, P.O. Box 65020, San Antonio, TX 78265-5020","purposes":["billing_error","transaction_dispute"],"source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/USAA_FEDERAL_SAVINGS_BANK/bk-credit-card-combined-agreement-398902.pdf","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"state_agency","note":"For USAA insurance claim disputes.","agency_kind":"insurance_department","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"arbitration","note":"USAA credit card agreement: either party may elect AAA arbitration; small claims court is an alternative; FSB pays the administrator's fees."}],"known_blockers":["usaa.com does not respond to automated page fetches; an agent can link to its pages but may not be able to read them.","Online disputes and claims need USAA logon.","Phone service verifies the member."],"security":{"official_domains":["usaa.com"],"never_asks":[{"kind":"policy","claim":"USAA will never call or text you to ask for your password, PIN or one-time code.","source":"https://www.usaa.com/support/security/identify-avoid-scams/","last_verified":"2026-10-12"},{"kind":"policy","claim":"USAA will never ask for your one-time code or PIN unless you called USAA. It will never ask for your password or give you a temporary one.","source":"https://www.usaa.com/support/security/report-fraud/","last_verified":"2026-10-12"},{"kind":"policy","claim":"USAA will never tell you to transfer, send or withdraw money.","source":"https://www.usaa.com/support/security/report-fraud/","last_verified":"2026-10-12"},{"kind":"policy","claim":"USAA will never send anyone to collect your debit or credit card, and will not ask you to move money to stop fraud or protect your funds.","source":"https://www.usaa.com/support/security/identify-avoid-scams/","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers pretend to be USAA with official-looking phone numbers or email addresses. They say there is an account issue or ask for personal details to prevent fraud, and may ask to video call you or take control of your screen.","source":"https://www.usaa.com/support/security/identify-avoid-scams/","last_verified":"2026-10-12"},{"kind":"policy","claim":"A fake USAA text about a suspicious charge is followed by a call that looks like it comes from USAA. The caller asks you to verify your details and to transfer your balance right away to secure the account.","source":"https://www.usaa.com/support/security/identify-avoid-scams/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Real USAA emails show a personalized \"USAA Security Zone\" with your name and the last four digits of your USAA number. USAA says an email where this is wrong or missing is not from USAA.","source":"https://www.usaa.com/support/security/identify-avoid-scams/","last_verified":"2026-10-12"}],"report_phishing":[{"id":"abuse-email","type":"email","label":"Report suspicious calls, texts or emails that claim to be USAA","value":"abuse@usaa.com","purposes":["fraud"],"notes":"Include the phone number and details about the call or message.","source":"https://www.usaa.com/support/security/report-fraud/","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":24},"verified_from":{"page":24},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 24 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"USAA Federal Savings Bank is a federal savings bank (OCC) and issues USAA credit cards. USAA also sells auto and property insurance. usaa.com does not respond to automated page fetches; the usaa.com channels here come from usaa.com search results, and the card terms from the agreement USAA files with the CFPB.","warnings":[]},"fraud":{"company":{"id":"usaa","name":"USAA","sector":"bank","website":"https://www.usaa.com","account_url":null},"issue":{"id":"fraud","name":"Fraud or scam"},"playbook_source":"company","summary":"Call the fraud line for the account type, and report scam messages to abuse@usaa.com.","evidence":["transaction details","messages from the scammer","police or FTC report number"],"steps":[{"do":"For card fraud, call the credit or debit fraud line.","channel":{"id":"credit-fraud-phone","type":"phone","label":"Unauthorized credit card transactions","value":"+1-800-945-6759","purposes":["unauthorized_charge","fraud","transaction_dispute"],"access":"human_only","notes":"TTY 711.","source":"https://www.usaa.com/support/security/report-fraud/","last_verified":"2026-10-12"}},{"do":"If you gave out a password, PIN or logon details, or suspect identity theft, call the identity theft line.","channel":{"id":"identity-theft-phone","type":"phone","label":"Suspected identity theft, or you gave out a password or logon credentials","value":"+1-877-762-7256","purposes":["fraud","account_access"],"access":"human_only","source":"https://www.usaa.com/support/security/report-fraud/","last_verified":"2026-10-12"}},{"do":"Email details of suspicious calls, texts or emails.","channel":{"id":"abuse-email","type":"email","label":"Report suspicious calls, texts or emails claiming to be USAA","value":"abuse@usaa.com","purposes":["fraud"],"notes":"Include the phone number and details about the call or message.","source":"https://www.usaa.com/support/security/report-fraud/","last_verified":"2026-10-12"}},{"do":"Report to the FTC at ReportFraud.ftc.gov, then complain to the CFPB if USAA does not act.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"member-services-phone","type":"phone","label":"USAA main number (800-531-USAA)","value":"+1-800-531-8722","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","fee_reversal","frozen_funds"],"access":"human_only","notes":"TTY 711. The local number is 210-531-USAA (+1-210-531-8722). The credit card agreement also names 1-800-531-USAA.","source":"https://www.usaa.com/help/contact/","last_verified":"2026-10-12"},{"id":"debit-fraud-phone","type":"phone","label":"Unauthorized ATM or debit card transactions","value":"+1-800-951-4539","purposes":["unauthorized_charge","fraud","transaction_dispute"],"access":"human_only","notes":"TTY 711. Days and times may vary.","source":"https://www.usaa.com/support/security/report-fraud/","last_verified":"2026-10-12"},{"id":"credit-fraud-phone","type":"phone","label":"Unauthorized credit card transactions","value":"+1-800-945-6759","purposes":["unauthorized_charge","fraud","transaction_dispute"],"access":"human_only","notes":"TTY 711.","source":"https://www.usaa.com/support/security/report-fraud/","last_verified":"2026-10-12"},{"id":"identity-theft-phone","type":"phone","label":"Suspected identity theft, or you gave out a password or logon credentials","value":"+1-877-762-7256","purposes":["fraud","account_access"],"access":"human_only","source":"https://www.usaa.com/support/security/report-fraud/","last_verified":"2026-10-12"},{"id":"dispute-online","type":"portal","label":"Dispute a card transaction online or in the USAA Mobile App","value":"https://www.usaa.com/support/security/report-fraud/","purposes":["transaction_dispute","unauthorized_charge","fraud"],"access":"login","notes":"Log on to usaa.com or the app and select \"Dispute Transaction\" from the account activity.","source":"https://www.usaa.com/support/security/report-fraud/","last_verified":"2026-10-12"},{"id":"abuse-email","type":"email","label":"Report suspicious calls, texts or emails claiming to be USAA","value":"abuse@usaa.com","purposes":["fraud"],"notes":"Include the phone number and details about the call or message.","source":"https://www.usaa.com/support/security/report-fraud/","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"The USAA credit card arbitration section does not apply to Military Lending Act covered borrowers, or to accounts that opted out of arbitration before January 1, 2015.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/USAA_FEDERAL_SAVINGS_BANK/bk-credit-card-combined-agreement-398902.pdf","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"efta-reg-e","title":"Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)","citation":"12 CFR 1005.6; 12 CFR 1005.11; 12 CFR 1005.2(m) (Regulation E)","jurisdiction":"us-federal","status":"in_effect","summary":"For debit cards, ATM transfers, ACH and other electronic fund transfers from a consumer account (including P2P payments that meet the EFT definition), the consumer has 60 days after the statement is sent to report an error. The institution must investigate within 10 business days, or within 45 days if it provisionally credits the account within 10 business days. Liability for unauthorized transfers is capped at $50, $500 or more depending on how fast the consumer reports.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"If the consumer reports a lost or stolen access device within two business days after learning of the loss or theft, liability is limited to \"the lesser of $50 or the amount of unauthorized transfers that occur before notice\".","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"limit","claim":"If the consumer does not report within two business days after learning of the loss or theft, liability is \"the lesser of $500 or the sum of\" up to $50 of transfers in the first two business days and later transfers the institution shows would have been prevented by timely notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"An unauthorized transfer that appears on a periodic statement must be reported \"within 60 days of the financial institution's transmittal of the statement\" to avoid liability for later transfers that timely notice would have prevented. The institution must extend these time limits to a reasonable period when extenuating circumstances (for example extended travel or hospitalization) delayed notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"process","claim":"Notice of an unauthorized transfer may be given in person, by phone or in writing. Written notice is considered given at the time the consumer mails it. Lower liability under state law or the account agreement controls.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"policy","claim":"An unauthorized EFT is a transfer from the consumer's account initiated by someone other than the consumer without actual authority and from which the consumer receives no benefit. It does not include a transfer by a person to whom the consumer gave the access device (until the consumer tells the institution that person is no longer authorized), a transfer made with fraudulent intent by the consumer or someone acting with the consumer, or a transfer by the institution or its employee.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/2/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Errors covered by the error-resolution procedure include an unauthorized EFT, an incorrect EFT to or from the account, an omitted transfer on a statement, a computational or bookkeeping error, receiving the wrong amount of cash from an ATM, and a request for documentation or clarification about a transfer.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The consumer must give notice of an error no later than 60 days after the institution sent the periodic statement on which the error first appears. The notice must let the institution identify the consumer's name and account and say why the consumer believes there is an error. If notice is oral, the institution may require written confirmation within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The institution must investigate and decide within 10 business days, report results within 3 business days after it completes the investigation, and correct an error within 1 business day after it finds one. It may take up to 45 days only if it provisionally credits the disputed amount within 10 business days. It need not provisionally credit if it asked for written confirmation of an oral notice and did not receive it within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Longer periods apply in some cases: 20 business days instead of 10 for transfers within 30 days after the first deposit to a new account, and 90 days instead of 45 for point-of-sale debit card transactions, transfers not initiated within a state, and new-account transfers.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"process","claim":"If the institution finds no error, it must give a written explanation and tell the consumer of the right to request the documents it relied on. If it debits a provisional credit, it must notify the consumer of the date and amount and honor checks and preauthorized transfers for five business days after the notice.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"policy","claim":"P2P (CFPB guidance, not rule text): the CFPB's Electronic Fund Transfers FAQs state that any P2P payment that meets the definition of an EFT is covered by EFTA and Regulation E, and that when a consumer is fraudulently induced into sharing account access information with a third party, the resulting transfer by that third party is an unauthorized EFT.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"},{"kind":"process","claim":"CFPB guidance (Electronic Fund Transfers FAQs): an institution must begin its investigation promptly on an oral or written notice of error and may not require a police report or require the consumer to contact the merchant first. Consumer negligence, such as writing a PIN on the card, cannot be used to impose greater liability.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"}]},{"id":"tila-unauthorized-card-liability","title":"Credit card unauthorized-use liability limit (Regulation Z)","citation":"12 CFR 1026.12(b) (Regulation Z)","jurisdiction":"us-federal","status":"in_effect","summary":"A cardholder's liability for unauthorized use of a credit card cannot exceed the lesser of $50 or the amount obtained before the cardholder notifies the card issuer. Notice can be in person, by phone or in writing. A state law or the card agreement that sets lower liability controls.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12","points_omitted":2,"points":[{"kind":"limit","claim":"Liability for unauthorized use \"shall not exceed the lesser of $50 or the amount of money, property, labor, or services obtained by the unauthorized use before notification to the card issuer\".","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Unauthorized use means use by a person other than the cardholder who does not have actual, implied or apparent authority for the use, and from which the cardholder receives no benefit.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"process","claim":"Notice to the issuer may be given in person, by telephone or in writing, at the cardholder's option. Written notice counts as given when received or when the time ordinarily required for transmission has passed, whichever is earlier.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"member-services-phone","type":"phone","label":"USAA main number (800-531-USAA)","value":"+1-800-531-8722","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","fee_reversal","frozen_funds"],"access":"human_only","notes":"TTY 711. The local number is 210-531-USAA (+1-210-531-8722). The credit card agreement also names 1-800-531-USAA.","source":"https://www.usaa.com/help/contact/","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Card billing errors must be in writing within 60 days; a call alone does not require USAA to investigate.","channel":{"id":"billing-rights-mail","type":"mail","label":"Credit card billing errors (Your Billing Rights address)","value":"USAA Credit Card Services, P.O. Box 65020, San Antonio, TX 78265-5020","purposes":["billing_error","transaction_dispute"],"source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/USAA_FEDERAL_SAVINGS_BANK/bk-credit-card-combined-agreement-398902.pdf","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"state_agency","note":"For USAA insurance claim disputes.","agency_kind":"insurance_department","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"arbitration","note":"USAA credit card agreement: either party may elect AAA arbitration; small claims court is an alternative; FSB pays the administrator's fees."}],"known_blockers":["usaa.com does not respond to automated page fetches; an agent can link to its pages but may not be able to read them.","Online disputes and claims need USAA logon.","Phone service verifies the member."],"security":{"official_domains":["usaa.com"],"never_asks":[{"kind":"policy","claim":"USAA will never call or text you to ask for your password, PIN or one-time code.","source":"https://www.usaa.com/support/security/identify-avoid-scams/","last_verified":"2026-10-12"},{"kind":"policy","claim":"USAA will never ask for your one-time code or PIN unless you called USAA. It will never ask for your password or give you a temporary one.","source":"https://www.usaa.com/support/security/report-fraud/","last_verified":"2026-10-12"},{"kind":"policy","claim":"USAA will never tell you to transfer, send or withdraw money.","source":"https://www.usaa.com/support/security/report-fraud/","last_verified":"2026-10-12"},{"kind":"policy","claim":"USAA will never send anyone to collect your debit or credit card, and will not ask you to move money to stop fraud or protect your funds.","source":"https://www.usaa.com/support/security/identify-avoid-scams/","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers pretend to be USAA with official-looking phone numbers or email addresses. They say there is an account issue or ask for personal details to prevent fraud, and may ask to video call you or take control of your screen.","source":"https://www.usaa.com/support/security/identify-avoid-scams/","last_verified":"2026-10-12"},{"kind":"policy","claim":"A fake USAA text about a suspicious charge is followed by a call that looks like it comes from USAA. The caller asks you to verify your details and to transfer your balance right away to secure the account.","source":"https://www.usaa.com/support/security/identify-avoid-scams/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Real USAA emails show a personalized \"USAA Security Zone\" with your name and the last four digits of your USAA number. USAA says an email where this is wrong or missing is not from USAA.","source":"https://www.usaa.com/support/security/identify-avoid-scams/","last_verified":"2026-10-12"}],"report_phishing":[{"id":"abuse-email","type":"email","label":"Report suspicious calls, texts or emails that claim to be USAA","value":"abuse@usaa.com","purposes":["fraud"],"notes":"Include the phone number and details about the call or message.","source":"https://www.usaa.com/support/security/report-fraud/","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":24},"verified_from":{"page":24},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 24 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"USAA Federal Savings Bank is a federal savings bank (OCC) and issues USAA credit cards. USAA also sells auto and property insurance. usaa.com does not respond to automated page fetches; the usaa.com channels here come from usaa.com search results, and the card terms from the agreement USAA files with the CFPB.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"member-services-phone","type":"phone","label":"USAA main number (800-531-USAA)","value":"+1-800-531-8722","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","fee_reversal","frozen_funds"],"access":"human_only","notes":"TTY 711. The local number is 210-531-USAA (+1-210-531-8722). The credit card agreement also names 1-800-531-USAA.","source":"https://www.usaa.com/help/contact/","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Card billing errors must be in writing within 60 days; a call alone does not require USAA to investigate.","channel":{"id":"billing-rights-mail","type":"mail","label":"Credit card billing errors (Your Billing Rights address)","value":"USAA Credit Card Services, P.O. Box 65020, San Antonio, TX 78265-5020","purposes":["billing_error","transaction_dispute"],"source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/USAA_FEDERAL_SAVINGS_BANK/bk-credit-card-combined-agreement-398902.pdf","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"state_agency","note":"For USAA insurance claim disputes.","agency_kind":"insurance_department","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"arbitration","note":"USAA credit card agreement: either party may elect AAA arbitration; small claims court is an alternative; FSB pays the administrator's fees."}],"security":{"official_domains":["usaa.com"],"never_asks":[{"kind":"policy","claim":"USAA will never call or text you to ask for your password, PIN or one-time code.","source":"https://www.usaa.com/support/security/identify-avoid-scams/","last_verified":"2026-10-12"},{"kind":"policy","claim":"USAA will never ask for your one-time code or PIN unless you called USAA. It will never ask for your password or give you a temporary one.","source":"https://www.usaa.com/support/security/report-fraud/","last_verified":"2026-10-12"},{"kind":"policy","claim":"USAA will never tell you to transfer, send or withdraw money.","source":"https://www.usaa.com/support/security/report-fraud/","last_verified":"2026-10-12"},{"kind":"policy","claim":"USAA will never send anyone to collect your debit or credit card, and will not ask you to move money to stop fraud or protect your funds.","source":"https://www.usaa.com/support/security/identify-avoid-scams/","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers pretend to be USAA with official-looking phone numbers or email addresses. They say there is an account issue or ask for personal details to prevent fraud, and may ask to video call you or take control of your screen.","source":"https://www.usaa.com/support/security/identify-avoid-scams/","last_verified":"2026-10-12"},{"kind":"policy","claim":"A fake USAA text about a suspicious charge is followed by a call that looks like it comes from USAA. The caller asks you to verify your details and to transfer your balance right away to secure the account.","source":"https://www.usaa.com/support/security/identify-avoid-scams/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Real USAA emails show a personalized \"USAA Security Zone\" with your name and the last four digits of your USAA number. USAA says an email where this is wrong or missing is not from USAA.","source":"https://www.usaa.com/support/security/identify-avoid-scams/","last_verified":"2026-10-12"}],"report_phishing":[{"id":"abuse-email","type":"email","label":"Report suspicious calls, texts or emails that claim to be USAA","value":"abuse@usaa.com","purposes":["fraud"],"notes":"Include the phone number and details about the call or message.","source":"https://www.usaa.com/support/security/report-fraud/","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":24},"verified_from":{"page":24},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 24 sources are the organization's own pages or government sites.","dossier_last_verified":null},"dossier":null,"guide":{"key":"bank","title":"Banks and card issuers — how complaints work","last_verified":"2026-10-12","file":"guides/bank.md","page":"https://escalate.alexgaoth.com/#/guides/bank"}}