USAA
Reviews and Complaints

I've been with USAA for 17 years and I've never had a bad experience until everything in my storage was stolen and they don't want to pay. I discovered my property missing on July 25, 2022 while preparing for my movers to arrive in order to vacate the residence and move to a new one. I immediately contacted the police and told the officer that in order to give a detailed list of everything missing I would need to wait until after I moved. I did, however, give the officer a list of the more valuable items that were stolen such as my scuba gear and tools. The officer showed me how he believed the storage was broken into, gave me a paper with the office number of the detective, and we parted ways.

The next morning, I immediately contacted USAA to make a claim. The person I spoke with assured me that I could take the time necessary to provide a list of missing items and that once they had received the list the claim would be finished in 3-5 business days. I gave my itemized list to USAA on July 28, 2022. This is where everything went to [censored]!

My first adjuster, Roshina Small, gave me assurances that my claim would be handled within a week. 3 weeks later there still wasn't a resolution or communication. I wrote a complaint and the next day I am called by an investigator who says my claim has been moved to him and that I would be working through a new claims adjuster, Kristen Andrews (She's a peach, let me tell you *sarcasm*).

The investigator stated that Kristen would be making contact with me that day. Never got a call. I attempted to contact Kristen multiple times over the week without a return call until I wrote another complaint about the lack of communication. Lo and behold, I receive a call from her manager, Brett, the next day. I explained how I now felt targeted, and he assured me that I wasn't (still don't believe that to be true). He told me to call him anytime and he would get back to me within 24 hrs. Not true either.

Over the next couple of weeks, I would call Kristen and Brett and leave multiple messages to return my call as I was needing an update. I left a message on the communications page asking for an update. I did not get a follow up until...yes...you've guessed it...I wrote another complaint. Kristen contacted me and told me that she didn't respond because there was nothing to update and then proceeded to tell me that my bankruptcy (that I informed them about) doesn't add up to the value of what I am missing. Henceforth, Kristen told me that because my bankruptcy numbers don't match I either falsified my bankruptcy or I falsified my claim. When I confronted her about calling me a liar, she said, "What are we supposed to do? Believe you're truthful now after falsifying and affidavit?"

I immediately wrote a complaint asking to have the phone call reviewed, contacted Brett (who called the next day), left a message for his boss and stewed in my anger until I was contacted. When Brett called, I explained everything and he continued to provide his wordy assurances. Content, but not pleased with his response, I again waited.

Two days later, the investigator arrives. I go over in detail everything I've told them many times before. I provided photographic proof of items I owned. I even drew a CAD model of my storage and how the containers were stacked within to scale! The investigator left and I again waited.

A couple of days passed and I get a call from Kristen once again. She asked me if I have any more documentation to provide. I again told her that I do not. All that I have is what I presented the investigator. She kind of scoffed with an "Okay!" and hung up.

This afternoon, 4-5 days after Kristen called, she called again saying she only wanted to let me know that they are denying my claim for not providing the necessary documentation needed to process the claim. Now I'm pissed! I called Brett immediately and he attempted to bring up the same old [censored] about how I cant prove that I owned any of the items after my bankruptcy and not having receipts, etc. My last words to Brett were that USAA didn't ask me what I owned when I acquired the insurance. They only wanted to know how much coverage I needed. Now that the time has come to utilize the insurance I've been paying for, they deny my claim for not having proof! What a load of crap!

I always thought of insurance companies being legal scams. I never saw USAA as one, though, because of their commitment to military personnel and veterans. That is no longer the case! USAA is as much, if not more, of a scam as the rest of them!

USAA continually does not PROCESS payments that are mailed directly through my bank. It appears their staff shortage especially during holidays are delaying the processing. This continues to be a problem on USAA's side. I have even adjusted payment from bank earlier and USAA still is not processing from their end. My payment was given 8 days this time and still they have not processed it! USAA is losing customers due their lack of personal care and staff compentence.

Yes I draw a monthly check that's all the income I have and they was a check deposit and when I call on the 1st I ask them to transfer money and it never happen I have called since the 09/01/2022 and they won't release nothing to get my kids some food or pay my bills, they just ask me to borrow from my mom or dad and I told them they passed and my mom been passed 5 months ago they have but a hardship on me were I can't get food or pay to keeps lights on they never let me know they froze my account without me knowing so I ask how am I going to feed my kids? They sent me a card on the 2nd went to use it the alarm went off and had to wait for police they thought I stole the card

I've been banking with USAA for 20+ years and just realized, it's time for a switch. In the past few days, I've been on the phone with reps several hours that have been very unprofessional, lack knowledge and definitely not helpful. My mistake was paying 2 loans in advance (Lexus GX 460 paid 31 Aug) and (KIA Forte paid 31 Aug). I've done this for years in the past and it was never an issue. This time an automatic payment withdrew on 1 Sep, causing a double payment on both loans totaling over $1200. I contacted USAA for resolution, and this has been a nightmare. This started on Friday 2 Sep 2022, I noticed funds missing from my account. I decided to call USAA and the reps had no idea what to do. I was put on hold for extended periods, open dispute cases, fraud cases etc. All I wanted was the funds reimbursed. After numerous hours of working with reps on 2 Sep, I decided to see what happens. Today, 6 Sep, I received a message to contact USAA. I should've known this wasn't going to be good, but I had faith. What do you know, the rep stated, "there's nothing USAA can do". "This was an error on your behalf and not the bank, so we will not be reversing the charges." Now understand, the loans are with USAA. The funds were transferred from a USAA checking account to a USAA loan and there's nothing you can do? At that point, I requested to speak with a manager because I've already wasted over 4 hours speaking to different reps without resolution. Instead of redirecting me to a manager, I was forwarded to a colleague in the resolution department. Again, I had faith that someone there would be able to assist me. I explained the situation. The rep was able to see the transactions, but stated due to policy, there's nothing she could do. I asked, "could you send me the policy you're referencing"? The rep responded "NO, you can look it up"! WOW... That stunned me. I asked "so you're referencing a policy and refusing to provide it to me"? She stated, "I'm not sending you the policy, you can go on USAA.com". I then requested to speak with a supervisor, and she stated, "there's no one above me" and hung up the phone. You can imagine how livid I am now. I need to speak with someone in management about my issue. I'm also working on moving all my accounts and letting everyone know to consider other banking/financial institutions for your needs as USAA has lost my trust.

On July 29th, 2022 after 35+ years with USAA I made a mistake and went over my limit. I immediately made a substantial payment (I generally pay off my balance each month, but sometimes carry over some into the next month). Their website showed the balance as being reduced, however charges continued to be declined (I use this card for many autopayments).

My payment to them was charged to my checking account the next day, however, the funds were not released for my use for 5 more business days. Customer service explained the "hold" and that they had absolutely no ability to remove it. When I asked that my complaint be escalated, the representative who called me back the next day also said they had a zero-exceptions policy. I should add that I have an "excellent" credit rating, no late payments, no history of overlimits. Evidently, somewhere about two screens behind the snapshot that showed me my (now reduced) balance there is a screen that shows that I don't have any available credit.

USAA is not the company I have known and recommended to others for so many years. They could easily change their "hold" algorithm to not penalize long time, low risk customers, they could make sure that their hold policy is clear (banks don't even hold deposited checks as long as they held my payment), they could empower their client servicing reps to make exceptions when warranted - there are many things they could do, but since they don't I can only conclude that their "members" are no longer valuable to them.

I had property damage on 11/2019. I opened a claim. After conversations with the adjuster and the assessor out again, I was instructed to keep looking for a contractor who was willing to do the work as authorized. At that point, all the contractors stated that a simple patch job was not a proper fix for the damage. I was told replacing the area in the room where the damage took place would suffice, despite the fact my entire downstairs is continuous wood flooring. I was told a t-type threshold between the kitchen and other rooms would be acceptable - this is despite the fact I am in a wheelchair and the floors were previously installed to be continuous to prevent any thresholds whatsoever.

In March of 2020 we went into shutdown. I am a 100% service-connected Veteran and I was unable to leave home until well into 2022. I had called several times to ask additional questions of my claim and to touch bases with USAA. At no point was I told I needed an extension if the work was paused. I first learned of this in Aug of 2022 when I called to inquire how to submit a damage report and to inquire why there had not been a call returned. It was at this time I learned of the timeframe for claims. I discussed this with the gentleman on the phone who stated that he would escalate it to a manager to request an exception to reopen the now-closed claim. I assumed this would be allowed given the global pandemic's impact on this industry - from materials to social distancing etc. I was told this manager would call me within 24 hours. I did not get a callback.

I called this evening and was informed my request was not approved. I find this highly problematic.

I am requesting my claim be reopened, and that the insurance adjuster overseeing my claim review the materials from multiple contractors and damage remediation specialists and approve my home to be brought to its condition prior to the water damage it sustained. This is not just a patch.

I have had a great experience with all other interactions with USAA. We have all other insurance - home, umbrella, car, etc and banking with USAA. I am incredibly disappointed that this experience has been what it has been.

Contact ADT at the 800 number to voice my complaint that I was being charged for a SECOND service call to correct a service call that was done 3 weeks earlier. Starting in July I was having my alarm go off at various times throughout the day regardless of key pad was set or not. The first call to service advised me to BLOCK out the zone that was giving me problems (Zone #5) and they would schedule a service visit which could not happen any sooner than August 11th. On that visit the tech replaced all the window sensors which he promised would solve my problem. Three days later the problem came back (same Zone) and a second call advised that a tech could not come any sooner than August 31st. That tech advised that the original tech failed to figure out what the root cause was (poor wiring connections) and reworded all the connections related to Zone 5.

I was billed by ADT for a service call the first time (a charge I accept), but refused to pay for the second visit (Aug 31). I also requested some sort of service credit for the period (July-Aug) for lack of service. They disagreed with my request, but did settle of cancelling the most recent service visit and a token $5 credit to cover a window sensor that was replaced on the original visit.

A claim was made and adjuster Joann Garcia gave me a claim number and email to send her all the information. I did on the 1st of Aug and have yet to hear anything about the claim.

Claim # [protected] Your insured is Susie Martinez

Date of incident was May 31, 2022 at the 10000 block of Camino Real.

Police case number is HCSO [protected].

Between the periods July 21, 2022, through August 3rd, 2022, a total of 6 fraudulent/forgery checks were mobile updated to an account I had requested years ago to be closed. (This account was opened for my daughter back in 2007, who was a minor at that time.) A total of $15,000+ is being held against my saving account because these checks were written to my daughter and updated via a mobile process.

Every time I try to speak with a representative, I am transferred from one department to another. At one instance, i was transferred to another representative within the same department, only to be told by the representative that he did not know the reason why I was transferred to him.

When I was finally able to speak with a representative and fully explain the issue, I was informed of the following (1) I am not the primary holder on the account, so I cannot be given any information. (2) I informed the Rep that $15,000.00 from my account is being held and was told that I am incorrect. I asked why I was not able to Zelle or Transfer funds, and again was told that was not the case, and that I have full access to my account. (If I could have screen shot the message I received when attempting to Zelle or transfer funds, I would have and upload it to this page.) (3) I asked the representative, why can I not be given any information regarding these transactions, especially seeing that I am the one that is being affected. She had no response.

The issues I am having with USAA is:

(1) These checks; all of which totaled more than $4,000.00 were honored against an account that had only $30 in it.

(2) Two of these checks had the incorrect spelling of my daughter's name, yet they were honored.

(3) Two of these checks had the incorrect spelling of the company's name and the incorrect address of the company from which they were supposedly written from.

(4) The signature line of the writer for one of the checks was manipulated. (Instead of dashes, there was an attempt to make it a solid line, (or vice versa).

(5) A check was honored before the dated it was dated for. For example, Check was dated for July 29th, but honored by USAA on July 26th (it looked as though the error was caught after, because they were a credit given for that check)

(6) Two checks were written with the word "dollars" not noted on the check, and example "FIVE THOUSAND FOUR HUNDRED FIFTHY TWO AND 66 CENTS

These checks were honored the same day they were deposited, and externally transferred to another account, I believe. if these checks were not honored against my account, but properly held and reviewed by USAA, the inconsistencies of the checks, would have been noted, in addition, it would have been found that these checks were fraudulent checks.

My daughter contacted USAA and requested for a thorough investigation to be conducted. The signatures on the check does not match hers, she offered to submit a most recent copy of a photo identification with her signature. In addition, it was asked of USAA to please include an IP Address investigation, as two of these checks were deposited whiles she was out of the country on vacation. She was informed that because these checks looked like they were uploaded by her, she will have to take responsibility for them. And it looks, like because I am/was the service member, my account will be penalized within 30 days, which is almost here.

I am a medically retired service member who lives on a limited income, and after so many years as a loyal member of USAA, there is possibility that I will be losing my entire saving.

Arlette Belgrave

[protected]@aol.com

I wish I could give this organization negative stars, but I can’t. I went back to USAA and gave them a second chance, and I regret that decision on a daily basis.

That have over $1500 of my money and I cannot access it. I am at the point where I am going to close any and all accounts I have with them.

Go to Navy Federal. I have several accounts there, and have NEVER had an issue.

Stay as far away as you can from USAA.

All I wanted to know was how much my insurance will cost of a SUV I wanted to buy.

Instead all I got was questions about a family member who the last time I spoke to was in 2012 and that person passed away, wanted to know his birthday and other stuff, the color of my sister car who live in a different state, and questions about a license plate from a car I once had in 2015. Who the hell would remember that?

What kind of security is this if this is public record which means anyone can look it up online.

I submitted the information that was asked to resolve this issue and I was told they would call back which was around August 6th and never did get that call back to this day. And for some reason everyone at USAA has the same computer issue no matter when in the day you call and they will ask you to call back.

My daughter was driving when a vehicle suddenly cut into the thoroughfare from a side street from a full stop. The car t-boned my daughter's car, before starting to drive away. My daughter got the other driver to pull into a nearby parking lot. My daughter recorded the interaction on cell phone video, where the the other driver clearly states "I'm sorry I didn't see you". The driver went on to insist that her car wouldn't allow her to collide with another vehicle, apparently referencing her vehicles collision avoidance package. Local Police do not respond to non-major car accidents particularly when it's raining (which it was). My daughter's car sustained significant damage and was ultimately declared a total loss. My daughter also injured her hand and wrist during the collision. Her physician indicated that she needed to get an MRI to rule out tendon damage. USAA refused to cover the MRI, and she had to wait a few weeks before she could get one. Despite the other vehicle failing to yield, and the video of the driver admitting fault, USAA told us that we had to go to arbitration. We were not provided notice of a time or place for the arbitration, it even if an arbitrator had been selected. Today I received an email from USAA indicating that an arbitration was held and that the arbitrator had not found any evidence of fault. We were never given an opportunity to present any testimony, pictures or even the video in the aftermath of the accident to the arbitrator. USAA apparently feels that it's fine to not represent their customers or to even let them represent themselves in a binding arbitration. It must be easier for them to close claims, when they choose not to advocate for their clients.

I was carjacked they literally didn't help me when I was in the desert stranded almost died to keep stroke wouldn't pay for my Uber from Las Vegas back to Huntington Beach although I was sure that they would have helped me in the first place they won't pay for the Uber to go get my car out of storage because they couldn't get it done in 7 days they went and screwed up my Enterprise rental I can never use them again because of a accident five years ago that I didn't even know it was still a problem the worst is that day canceled my renters and my valuable property. Even if they say that I said no to the renters they had no right to cancel the valuable property and all my things are gone I trust that these people for 7 years my father my son all members we are all leaving unless I get some justice here.Pay for my items pay for my money that I spent I lost my job literally because I couldn't work because I couldn't get a car cuz I couldn't rent it in somebody else's name cuz I didn't have an ID can't take rides can't take Ubers you guys don't pay for it I have a terminally ill son that I can't be at the hospital with

Over 20 years ago USAA set up and auto debit from my checking account at Bank of America to fund a Mutual Fund account. Now that they sold their Investment divisions to Schwab and Victory Capital, USAA refuses to cancel this auto debit. I spent over an hour with numerous customer service reps and got zero satisfaction. They would hang up, transfer me out of the system, or try to say it was BOA’s issue which it is not.

If I have to go to BOA to cancel this auto debit it will cost me $30 to do so. This is absurd that USAA acts like they have zero responsibility to take care of their former investment clients.

Today 10 Aug 2022, at 3 pm, my wife was traveling down Interstate 15 and the truck in the left lane hit a tire that was thrown from a semi and it was thrown and hit the front of the Kia Forte. When my wife filed a claim the agent informed her that this was a collision and not under comprehensive. How is this considered a collision? Policy [protected], Jeff hinkle

Second time-8/1/22 about 10:45 am. Just wanted to ask a question about a premium on my auto policy. Called Customer service. Gave pin. Waited and representative came on phone. Started asking security questions about vehicle tag #, make or color of vehicles I had insured over 10 years ago and what state my mother-in-law lived, etc. I was told last time it was public record. Public records should not be used as security questions. She said she was checking my Identity. I was told last time they could ask up to 7 questions. My question, "Is there more to asking these kinds of questions"? Why can they not give each member a permanent security code plus their pin number if calling on phone. When done online at home, they send a security code landline/cell phone. What if an accident happens or have to add insurance on a new vehicle, will I have this same problem? Why would USAA want to frustrate its loyal customer like this? I am not complaining about the representative I talked to. She was patient and kind.

My son Hyrum Hanlon, a customer of yours, was a pilot in the U.S. Navy. His plane went down on March 30, 2022, killing him.

I provided your Survivor Relations Team with the documents they asked me to send to them. However, the Affidavit for Collection of All Personal Property which I gave them did not list USAA as an organization holding Hyrum's personal property. At the time I prepared and signed that Affidavit, I didn't know Hyrum had any financial accounts at USAA.

Since then, two of your employees suggested that I add USAA and the value of his account to that Affidavit. There are several problems with these suggestions. First, these employees refused to tell me the value of Hyrum's account. Second, one of them told me he was not attorney. Therefore, I suggested to him that by giving this advice he may have been practicing law without a license and that he might want to check with your legal advice before making that suggestion to anyone else. His response was that he didn't need to consult with your legal department.

Regardless, based on my understanding of the law generally, someone who signs an affidavit cannot add information to an affidavit after it has been notarized. Therefore, not only may this employee have been practicing law without a license, I believe he was also giving bad advice.

The form Affidavit I provided to USAA was obtained from the Maricopa Superior Court in Arizona. I used their form for the sake of convenience. However, Arizona Revised Statute 14-3971 states,

B. Thirty days after the death of a decedent, any person indebted to the decedent or having possession of tangible personal property or an instrument evidencing a debt, obligation, stock or chose in action belonging to the decedent shall make payment of the indebtedness or deliver the tangible personal property or an instrument evidencing a debt, obligation, stock or chose in action to a person claiming to be the successor of the decedent upon being presented an affidavit made by or on behalf of the successor and stating that all of the following are true:

1. Thirty days have elapsed since the death of the decedent.

2. Either:

(a) An application or petition for the appointment of a personal representative is not pending and a personal representative has not been appointed in any jurisdiction and the value of all personal property in the decedent's estate, wherever located, less liens and encumbrances, does not exceed $75,000 as valued as of the date of death.

(b) The personal representative has been discharged or more than one year has elapsed since a closing statement has been filed and the value of all personal property in the decedent's estate, wherever located, less liens and encumbrances, does not exceed $75,000 as valued as of the date of the affidavit.

3. The claiming successor is entitled to payment or delivery of the property.

4. The funeral expenses and expenses of the last illness of the decedent have been paid.

While I did use a court form for my Affidavit, there is no requirement in this statute that the person signing the affidavit must describe the property, it's value, or who has the property. Because there is no such requirement, I don't how USAA can legally withhold the funds its holding in my son's name. Nor is there any requirement in the statute that I comply with any other obligations my son entered into when he opened his account with USAA. As far as I'm concerned, and I believe as far as the law is concerned, any agreement Hyrum made with USAA was null and void as soon as he passed away and that his estate is not bound by those agreements.

My son's passing has been extremely traumatic for me and my family and many others who were his friends and co-workers. It is shocking to me that you have such inhumane people working on your Survivor Relations Team.

Your employees should be making it as easy as possible for me to handle his financial interests, not making my work extremely difficult for me.

I am so appalled at the treatment I've received from USAA that I can't ever seeing myself doing business with your organization. Those with whom I shared this account are likewise appalled.

After 52 years of USAA products we will be leaving the banking side because of the obviously never Beta tested Check Register. It was a joy not to have to use Quicken or another Accounting program because it was readily available online. Made bank so much easier. Well, we are now on Quicken, setting up the first account to be moved to the credit union associated with my last employer. You are changing and don't bother to educate those who are to help with any tools to help.

.

My biggest disappointment has been the response from USAA. When did knowledgeable bankers disappear? The several times I have called USAA, I have gotten “I can’t help you”, and/or ”We are sorry for your frustration”, and/or “You aren’t the only one”, all often taking 30-60 minutes out of my day. What happened to bankers who can help you? I don’t seem to be able to make contact with anyone via telephone who knows anything beyond the canned phrases above. I am positive I have been told “so bad, so sad, have a nice day. G’day!” and with a smile in their voice.

on 4/19/22 your client rear ended me. A check was issued to me and mailed but I never received it. Apparently someone took the check and forged it and cashed it at a Bank of America in Virginia. I had to pay to get my truck repaired. I have been trying for several weeks to get reimbursed for paying for my truck repairs. I was told USAA would be mailing me some papers but have not received any mail from USAA or a telephone call.

An individual called saying they were from USAA and keep us on the phone telling us that there was a wire transfer made and needed us to verify that it was legitimate, by the time they were done they managed to complete a wire transfer for almost $150,000.00 to a company called Tray real estate LLC. They were very good in convincing us that we were talking to our bank, but in fact we were being scammed.

This so called company was opened January 10, 2022 entity ID # [protected]

registered agent name Legal inc corporation services inc.