USAA
Reviews and Complaints

I was a loyal USAA member for a long time, until they decided to randomly close my bank account and not tell me why. After hours of being on hold with them and trying to figure out what happened to my account and why I couldn't use my card they told me "We're exercising our right to close your account and we don't have to disclose why." This happened just weeks before Christmas, I am active duty military and live 1700 miles from my family so hearing this devastated me. I had no access to any of my money and had no backup accounts. I was unable to visit home for christmas, get food for my daughter or my wife, and it was a struggle to get gas in the car. I had to borrow money from people (and I still do.) I was told that I would receive a check with my money in 30-60 days (from November 18th) it's now been 58 days and my account isn't even closed yet, so no check. When on the phone with USAA and voicing my concerns about food and seeing family, the USAA employee told me "On the brightside, at least you'll be getting your money back." Really? USAA doesn't care about active duty military or their families. This incident proves that. I will never trust this bank and I hope if you sign up that you're aware this could happen to you at any moment.

I used Car rental company, car broke down and was changed, car rental end up charging me twice, disputed the charge with USAA, submitted all evidence along with a picture of card dashboard showing the problem, respond I got from USAA dispute team the charge was valid.
contacted car rental and submitted same exact evidence and next day I received an email from Car rental apologizing for the charge and I got a refund.
it sounds that USAA didn't even investigate or didn't care to do so.
been banking with USAA for a while, but what's the point if they can't help me when I needed them, time to close all my accounts and find another bank.
I am very disappointed and don't advice to bank with USAA.

I filed a credit card dispute after the vendor did not follow through with the pre-paid contract. I followed and even submitted a copy of the VISA codes, timelines etc.
USAA denied my claim. I requested this be re-evaluated as i was clearly within VISA's operations outlined.
After following up multiple times with zero update, i finally recieved a call from a "manager." who was rude, stated inaccurate data and lied that they have attempted to reach me. There are not missed calls, zero notifications from USAA and the reps are refusing to escalate.
I've been a long-time USAA member and am severely disappointed in the decline in their treatment throughout this entire process.
In reading other reviews, I'm sad to say i agree that their service has severely declined. The reps are either untrained, incompetent or are instructed to not address any concerns and exhaust the already frustrated customers by confusing the situation even more.

1/5/22: tried to use debit card at gas station and was told I had insufficient funds. Checked balance, had enough money but money was "unavailable." Called USAA and was told it was a security issue, not on my side of the account but on my husband's side. He would have to call.
1/5/22: Husband tried logging into account and couldn't log in. Tried calling only to be met with 3+ hour hold time. He can't sit and wait that long.
1/6/22: Used chat function on app to talk with someone. Were told our accounts were locked due to a fraud claim but they couldn't provide more information and we would have to wait until 1/7 to file to get an update from the fraud department.
1/7/22: Called and was told the same info as on 1/5. Wouldn't provide information, said husband had to call. Called back with husband and were told they couldn't access his account at all. Called back again and have been on hold for an hour with someone trying to get information.
Our money is being held hostage with no indication of when it will be available again or why it was locked in the first place. We need to pay bills and we can't because our money is locked in this disaster of a bank.

In September 2021 I received a letter saying I was declined for a credit card, well good because I did not apply for one, then about 2 weeks later I received a credit card with a $10, 000 limit, I did not apply for that card called customer service No help there as they could not verify my Phone# or Email of course not I never applied for this card now it gets even worse a little while later I receive another letter saying I was declined for a loan (DID NOT APPLY FOR THIS EITHER) called CS again No help again-had different Phone# & Email that was not mine, Then a couple of months later I received a bank statement with deposits and withdrawals I DID NOT apply for this either - after another phone call I finally got transferred to the Identity Theft department and was assured that this would be taken care of, so I felt really relieved, but wouldn't you know it I get another statement saying I am overdrawn by $5024.98, so once again I call USAA and was lucky enough to get another identity theft agent after several minutes explaining once again from start to finish (4 months worth of calls and No real help) She was finally able to block all of my content (well time will tell). My biggest concern next to the theft itself was that they kept one telling that they could not verify I was who I said I was and that their security had very stringent rules (but I guess the thief that stole my identity didn't have any problems or security issues to be able to do what they did), my biggest concern is that the criminal had more rights than I did, I even supplied USAA with the account numbers, I just cannot believe that they are unable to fix this or maybe they just think it is too much work.
Just to be clear I did ask for a quote on AUTO insurance a few months before this all started but USAA was hundreds of dollars more expensive than what we already had.
So I have reported each incident to the FEDERAL TRADE COMMISION and will be filing a police report and had to put a block on my credit report, I will also be searching for all and any other agencies to post my concerns

Usaa blows.. Policy holder did not replace hotwater heater in decades and it leaked causing thouands of dollars in damage to our unit! Contacted usaa and asked for an adjuster to come out asap and or if we could do a virtural inspection... They declined. When we submitted our claim to them they said the policy holder was not responsible. She is! We have had other units face the same problem and the insurance companies (not usaa) all settled the matter with no problem and in a timely manner! Now we have to get our insurance company involved and our lawyer and have had to pay out of pocket to address the damage. Will be going for punitave damages. Usaa you suck and as for our neighbor you suck to!

Sold not only 1 but 2 of my properties, plus a car that I got rid of too that were all insured under USAA at the beginning of 2020/late 2019. This was all right before covid. I notified them; hey I got rid of these things we need to redo my binder.. oh but no.. They kept charging me and now its over 2 years later and to the point that one side will have to drop the other. Ive tried calling, Ive tried getting a specialist on the phone yet they keep saying Oh thats in a different department, let me transfer you (repeated multiple times). OH and prior to, I actually had an accident were my tire came off the rim while driving, hurt my shoulder, had to spend the night in a strange city.. and they said it was my fault and USAA wouldnt even pay for a new TIRE! Here it is I pay all this money per month for a service that I NEVER got back in return. Still today that same vehicle when the tire came off actually cracked the sub frame upon further inspection. This company is just an BackSeat type Company still trying to tell others whats best. Its just plain sad that this institution is picking on Veterans and current members of our Armed Forces and they play their customers like a joke!

I have been trying to contact whoever in the fraud dept. for almost a week for some sort of scam that was happening on my account checks for 20, 000 and 9, 500 were processed and cleared multiple times without my knowledge nor my signature. In Nigeria and England plus someone using my info in the local area I live. After many phone calls on hold for 5 plus hours a day my account was locked I was told after 10 business days they would call me back.

I was called the next day and talked down to by someone the higher ups department i have been a member for 15 plus years, I have never once conducted fraud. let alone ran scams the lady on the phone then proceeds to tell me I may have to pay back the 8000 in negative even though i just spoke with another rep yesterday expressing my mail box was broken into "i live in an apt complex" which was never relayed.

I also mentioned i my questions of who was signing these checks was not answered nor acknowledged. I also expressed having no idea my info was stolen which has not been the first time through the bank plus once again never notified like the last time. She went on to express well how did they just get your info then sir this is a secure bank lol yes so secure that's why this establishment has been hacked how many times now? Anyhow I now have to wait for a resub of my "case" to the powers that be and i am sure like many on here I have no case or money even though I do not live in the aforementioned places.

Lol thank you for service oh sure even though this is how they thanks us.

I have a vehicle getting repaired because of someone rear ending me at a traffic light. Not my fault. Driver did not have insurance. Not my fault.

I took my car to Gerber, they couldn't get me in for repairs until February. I went to another shop who could start right away. I gave them the truck. There was a long lead time to get the bumper. Only 3 remaining in U.S. plus supply issues of today. NO one told me that there is a limited time for auto repairs. If I had known I would have not dropped off the truck until the bumper was in.

I picked up a rental car. USAA decided that the time for repair of auto was exceeded. Again, didn't know that existed. USAA stopped paying for the rental car on December 1. No one told me. On December 8 the rental car company called me to inform me, not USAA. I called USAA who told me about time limit. Had they told me I would have turned in the car on the 1st. By the way. Truck still in shop being repaired.

I am asking them to pay for the extra $300 the rental car cost me. They should have informed me of all the limitations. So far, it's too bad for me.

I am now looking for a different insurance company. Hartford is looking pretty good.

My debit card was hacked. Someone tried transferring money from my debit card to Navy Fed. Now my account is frozen, after I called twice. First rep said use wife's card. Used it three times. Now my account is frozen for 3 days and I have bills to pay. 17 years with them and this is twice they have screwed me, one with insurance now with checking account. Do not use USAA, stay local.

A deer hit my car causing damage. I filed a claim with USAA. The car was totaled by USAA because the cost of fixing damages was more than the car was worth.
Without my knowledge or approval, USAA arranged to have my car picked up and taken to salvage yard 2 hrs away. The car still had the license plate on, registration in the glove compartment, my personal property in it, and no key with the car.
My hospital badge (where I work) was in the car so I missed 5 days of work until the car was returned and I could retrieve my belongings.
This caused undo stress to myself and my wife.
I want USAA to rescind my deductible AND give me compensation for loss of income.
Your prompt response and resolution is expected especially for a USAA member of over 40 years.

My husband took a picture of a check to deposit it into our savings account on 11/1/21, on 11/4/21 the bank pulled the check because they couldn't read the check. This put our savings in a negative balance. He was told by the bank that we will need to send the check in or stop at a local branch, well we live in FL and there is no branch in our State, so they were going to send us a deposit envelope in the mail for the return. Fast forward to the morning of the 13th, my husband gets a call from the bank saying that the check was a fraud check and that he was changing out phone access passwords. My husband asked not to do that and to have the fraud department call him on Monday. Come to find out that the froze my other accounts and left us penniless. Called the bank immediately when my cards wouldn't work, I spoke to 4 different people in the 2 hours I was on the phone. The last lady we spoke with told us the the picture of the check cuts off the first part of the words for the amount of the check and gave us the address to send the check into the bank. She also stated that our saving account should not effect our checking accounts and our cards should be active. So we decided to give it the day for our cards to be reactivate. Sunday morning we try to use our card but to no luck, called the bank yet again and takes to 2 more people. At that time we got informed that a person from the fraud department(the person who called on Saturday morning) put a credit only on our accounts (meaning only money can come in) and they are the only ones who can reverse it. I demanded to speak to some one in that department, but apparently the don't work on the weekends. The put a request for someone to call us from there and it could take up to 3 business days for a call back. It's now Friday so for 7 days I haven't had access to my funds in my checking accounts and I don't keep much cash on hand, all because of a bad picture that was captured from the app. I need someone from this "Fraud Department" to call me ASAP and fix my accounts, I can't send the check in without money to FedEx it. I've already stop my next paycheck from going in. By the way this is just a summary of what's been happening with my accounts.

I have USAA and they cancelled my policy with no warning. I had made my past due payment on a Friday and come Monday they had cancelled it. So I called and was told I would need to pay 6 month premium of almost $2800. I received an email saying my account was at risk of being cancelled again so I called and asked why. Now being told I owe more because of a tag expiration. This occurred as a result of COVID pandemic when mail was delayed and MVA was closed. I should not have to pay extra for that. I was giving a quote and I paid that. The rep even told me that I would not get a cheaper premium anywhere else which proves they are just trying to nickel and dime those with bad credit scores and small infractions. This is discrimination against those with bad credit scores. I want a review on how my policy was even cancelled in the first place since I never received a cancellation letter from USAA and I should not have to pay for something that I could not resolved during a pandemic due to mail delays and MVA closure

My car was involved in an accident after I failed to get it into park all the way and it rolled away and into some trees on Aug 13th. There was body and mechanical damage. It has been a disaster to get the claim dealt with. They took my car away telling me it was probably totaled. Ten days later they contacted me about paying for the body damage and stated the inspection was only virtual (even though they took it away) and didn't realize it had other issues. They told me the repair shop would need to figure it out and send a supplement estimate. My body guy is not a transmission guy and determined something happened to the transfer case but was not comfortable enough to determine what. That took 2 weeks of a back and forth with insurance before they realized not all repair shops are transmission shops. It finally gets to another shop for the estimate. It is now early October and insurance reviewed that supplement. On October 5th, insurance says they are going to send a human out for a third estimate. Fast forward to Oct 18th and they deny the mechanical claim and tell me I have to return my rental. I voiced my displeasure and that I would fight it. They said to get additional diagnostics and they would reconsider. The next day, the 18th, I return my rental and an hour later insurance calls to say the vehicle is totaled. I clarify it is the correct vehicle and I was presented a total loss settlement offer that I accepted. They took possession of my vehicle the next day on the 20th and had me sign over my title and overnight it, as well they had me remove the car from the policy. They recieved the title on the 21st. That same day I found a replacement car and signed a purchase agreement for pick up tomorrow the 26th and I would $10, 000 down from my total loss settlement and finance the rest. The next day Friday, the 22nd, they send me a message saying they will no longer total it. I'm now in a legal fight and an very stressed out because they will not honor that binding contract of the total loss settlement agreement and I'm locked into the purchase of a different vehicle. They do not seem interested in hurrying things along. I have filed a complaint with the state and I have spoken to a lawyer who is reviewing my documents.

Have had a snowball of NSF fees. had 6 removed 3 supposedly by accident and I should be thankful for this according to the office of the CEO. Have dealt with them twice and got 0 resolution other than more NSF fees on top of more NSF fees. I get 3 removed and 3 more appear. Im told there is not 1 person in the entire USAA organization that can refund more than 3 NSF fees in a year and the person that was able to do an extra 3 is now going to be reprimanded. Thats pretty sad. Wayne Peacock should be reprimanded for what has happened to this bank. I just want my money back that was stolen from my account because of your NSF fees. There are 8 remaining fees that should be returned to me as a customer of 20 years I deserve some kind of respect. If you cannot do this I will pull my money and allotments and say goodby to you and tell everyone I know and post my opinion everywhere online that I can find.

I've been with USAA for over 40 years, and have witnessed:
* customer service take a nose-dive in the last decade...
* decreased effectiveness & follow-up in customer communication (except when I'm billed - they're right on time)...
* USAA telephone computer 'operator' has driven me to near madness when trying to connect to a particular department... does anyone at USAA EVER check the effectiveness, or the total lack thereof, of their computer 'operators'? EVER?!
* * My rates were JUST raised an extra $700 a year for the same policies (home & auto) that I've had for years... that's an EXTRA $58 a month that suddenly hit me out of 'left field'... REALLY?
* USAA - Once upon a time, YOU were a quality insurance company for all us vets... Best practices were an everyday experience for folks such as myself. And, policy costs were very competitive. In the last decade or so, quality control at your company has really slipped...
* Costs to customers > UP — Quality to customers > DOWN...

* USAA - you've become the bureaucratic machine that so many of us Patriots despise... TIME for a change back to GREAT CUSTOMER SERVICE...

On 23 Sep 2021, I filed a claim about the molds growing in side the toilet room of the master bedroom. Initially, I was told that somebody will contact me to take care of this problem. A week later, nobody contacted me so I kept sending messages asking for an update - and no replies. I just got a call and text message from an adjuster they assigned and made me an appt for 11 Oct 2021. I requested an explanation about the delay and no answer. Why did it take this long? I am a customer for 20 years and this is not the way I want to be treated. Totally unacceptable, disrespectful and shameless business.

USAA Fed Bank took money via a Misc Debit from my checking account on 8/24/21. They claim the debit is from an external, unidentified bank. They can neither tell me who the unidentified bank is nor why money was taken, they refuse to redeposit my money. Neither USAA nor I know of any credit possibly entered in error. Their "back room" has been investigating this since 9/2/21.

Repeated calls to USAA has not produced an answer nor even a call back. I have spoken with Crystal in their Office of the CEO on 9/10. Today I spoke with Daniela in the Office of the Bank President. No response. Is Bank Fraud possible?

I know USAA Bank paid a $85mil penalty to the Fed less than a year ago for "engaging in unsafe or unsound banking practices."

I have been a member of USAA for 47 years and have never had a complaint about their insurance rates until this year.

During the six months from my last renewal my insurance rates have jumped from approximately $522/6 months to $780/6 months. This is an increase in excess of 47%. My wife and I have not had any claims, accidents, tickets or any other faults on our finances or insurance. The only insurance change in the last year was when I purchased a new RV and, since USAA no longer insures RV's, I had to insure it with another company.

I therefore called USAA to find out what was happening. The ensuing telephone conversations, which went from 0930 EDT until after 1600, and the blatant misinformation and total lack of any help from the USAA representatives have left me in shock. They flatly refuse to review my coverage beyond changes in mileage driven, or question their underwriters actions. Instead they are blaming the increase on the need for USAA to stockpile money to cover claims due to storm damage by other members! Because of my longevity with them and my spotless record, I refuse to believe this.

I wrote a detailed complaint to USAA and, to date, have not received any response.

Additionally, my home owners insurance rates have increased more than more than $300 since my last review with them and, again, their explanation is that they need money to replenish their reserves.

I have not filed any claims on home owners insurance and have not filed a claim on auto insurance for 5 years. I have gotten quotes from other insurance companies which are only a fraction of the cost with USAA for even more coverage.

If they don't correct this problem or come up with a legitimate reason for the increases I will have to change companies after close to a half century with them.