USAA
Reviews and Complaints

USAA cancelled my home owners insurance due to claims. At least 4 claims were due to food spoilage from power outages from hurricanes/tropical depressions. 1 claim the damage estimate was less than my deductible.

11-year USAA member here. We have checking, savings, 2 homeowners policies, 4 auto policies, 1 personal property insurance policy, 2 auto loans, and a credit card with them.

We purchased mold endorsements with our policies at the time of creation. 2-years ago, we repaired a plumbing leak behind our washer and dryer, and confirmed there was no mold damage. When replacing floors recently, we discovered mold on the baseboard extending onto the studs surrounding the area where the leak occurred.

After filing a claim with USAA and providing proof of repairs, pictures of damage, professional inspection, and testing results confirming the source, our claim was denied because it was not filed within 1-year of the original leak.

This mold policy is worthless, and we've been financially raped by these crooks for over a decade. We will be promptly closing all of our accounts. USAA won't steal another penny from us.

I am the executrix for William F Duffy who died on April 20, 2021. His USAA number was 124 01 92. MY name is Mary M Warfield. I was appointed executrix by probate court on June 14, 2021. Those records death certificate and probate appointment shod be in your files. I was able to close his credit card and checking account, but I have not been able to get copies of his checking account statements from March 2021 to June when it was closed. I botched an attempt at setting up my online identity and now are considered unable to verify identity by the personnel I have talked to . I need the bank statements for probate court and probably the estate return. I have also been able to pay is car insurance. (I want to maintain insurance until the car is passed to the beneficiary). I have already had to ask from an extension of time from the probate court. I have seen no progress in getting those records for the past month and a half.

My ach payment 8/3/21 for my rent was returned insufficient. I had the funds available at the time of processing and before. I called customer service and waited 49 minutes to speak with a rep. The rep first advises I didn't have the funds available at the time - I replied I've had the funds since 7/30. He advised the payment cleared 7/22/21. I said that is wrong because I didn't make the transaction until 8/1/21. He put me on hold and disconnected the call. I called back and waited 1 hour 29 mins to get a rep again. This rep advises she doesn't see the ach, she doesn't see the nsf notice. I replied I have the notice up! she repeated - I don't see it, can you pay it again. I said but then you are going to hit me with a NSF charge and that is not right. She transferred me again where the wait time would be another 60+ mins. No assistance. Fee charged.

My wife and I have been members of USAA for over 30 years. My daughter, who is disabled has been a member for over 10 years and has a great record with USAA. Because she is disabled and only receives social security benefits I have been paying her USAA insurance.

In February of 2021 I lost my wallet and had to obtain a new credit card. In the process we missed the March payment. We payed the March and April payment in April. No one informed us that the autopay was discontinued.

In April my wallet was stolen and again there were some missed payments. At present we owe 106.90 half of a monthly payment. Today we wanted to change the policy to Washington state since she moved here. We were told she would have to pay the total 6 month bill today since I missed the payments.

This is the first time in over 10 years we have missed a payment but loyalty doesn't seem to count for anything. I'm asking that the payment be reduced to a normal monthly payment.

Refinancing and informed the intake person due to health issues my wife and I would be in different states. Informed that was ok after signing at my location paperwork would be FedEx to my wife. At the scheduled time I was informed paperwork was not ready and rescheduled, at the rescheduled time there was not enough time for me to sign and get to my wife and the refi was cancelled

On 5-5-2021 I called Expedia the travel site. I booked a hotel rooms for 05-07 2021 through 05-9-2021. The agent charged my USAA debit card ending in 0330. Upon arriving to the hotel the clerk could not find my reservation. I called Expedia at (877) 227-7481. and they stated the rep put in the request for October 7, 2021 through October 9, 2021. Expedia apologized and stated they would refund my fee and cancel my booking. After leaving the hotel I was assured by Expedia to expect a refund within 3-5 business days. After a week I again called Expedia who stated they put in the request to Drury Inn to refund my card. I called Drury Inn at 1-314-231-3900 the cashier said she would have a supervisor call me back. They never did. I called USAA in June. Spoke with a rep. She stated she would institute a Dispute and they would issue a temporary credit. I received a letter on June 21, 2021 which I will enclose stating they need more information and giving me a due date of July 5, 2021. I enclosed the reservation from Expedia. The cancelled booking from Expedia and proof of the payment via my debit card I provided my bank statement from USAA showing my $315-68 charge to my card. I called the CS rep after to I submitted my documents to speak to the Dispute to both verify that they could see my documents and that this was all I needed. I was informed by the rep that the dispute department DOES not take calls but she would send a message over to them to give me a call if they had any questions or concerns. She was able to look and verify that I did submit documents. I heard nothing else but received a letter July 7, 2021 stated that they either did NOT get my documents or they were not what they needed. This is not true. The copy of the voided receipt was furnished. And the copy of my bank statement was furnished as well. Also I furnished the cancelled booking as well. They are saying they are going to reverse the Temp Credit and charge my account on July 14, 202 for $315.68.

Update got a email from Heather Cox from the CEO office. That conversation went left. She stated she will "investigate" but she won't stop the credit reversal. IF that is the case then what good are you Ms. Cox. Oh and they took my daughter's Child Tax Credit that was placed in my account. I told her since she did not (to be technical I don't owe them either) owe USAA to file a complaint with the Attorney General. I wired pretty much my whole balance to Navy Fed. I can't wait to see USAA fold. And they portray to be for our military and veterans. They are a farce.

On 6/30/2021 while I was on the NJ Turnpike, a pebble from a dump truck struck my windshield and cracked it 12 inches. I reported it to USAA that day, as I have comprehensive insurance. USAA immediately transferred me to Safelite AutoGlass (without informing me that this was a separate company.) Safelite scheduled the replacement with OEM windshield for 7/8/2021 in East
Brunswick. I searched online for safelite and discovered that 73% of reviewers gave it a one-star rating. I looked up NJ Insurance Regulations and learned that under NJ law, "the insured may use any repair facility of his or her own choice [and that the insurer shall make all reasonable efforts to obtain an agreed price with the facility selected by the insured." N.J. Admin. Code 11:3-10.3 (e). Also, NJ regulations provide that "Negotiations must be conducted in good faith, with the basic goal of promptly arriving at an agreed price. Early in negotiations, the insurer must inform and confirm in writing to the insured... All deductions that will be made from the agreed price..." N.J. Admin. Code 11:3-10.3 (b). USAA has not complied. I selected Triple S Auto to replace the windshield, but the owner called me to say he would not do the job because Safelite would not pay. Safelite and USAA refused to provide me copies of correspondence with Triple S, so I could not negotiate. Then I selected Princeton BMW and forwarded its estimate of $1900 to USAA and received no response, so I could not negotiate. Finally, I contacted Arrow Auto Glass and received an email from Safelite referring the case to Arrow. On7/12/21, Safelite telephoned me stating that Arrow would not do the windshield. I have emailed USAA on four occasions since 6/30/21 and received no response. USAA is not negotiating in good faith, contrary to the regulation. USAA is coercing me to use Safelite.

As a retired member of the USAF we lived by three core values: integrity, service before self and excellence in all we do.. AND USAA LACKS ALL THREE VALUES. I have been a member with USAA for 10+years and up until recently I was proud to have them as a banking institution; however this has changed drastically. USAA NO LONGER CARE ABOUT THEIR CUSTOMERS OR THEIR FAMILY MEMBERS. During unfortunate situations you will see firsthand the quality or lack thereof in this bank. My daughter's account was fraudulently accessed and to make a bad situation worse USAA decided to close the account permanently and tell her that she could no longer bank with them. The checks that were fraudulently deposited included signatures that didn't match my daughter's and the person misspelled her name…..AND DESPITE ALL THAT USAA CAN ONLY SAY THEY ARE SORRY, but offer no resolution. They can not provide any information of how to fix the situation; however, they suggested my daughter write a letter pleading with the bank to reverse the decision to close the account as if she is at fault and needs to ask for forgiveness... RIDICULOUS! I have called and spoke with several representatives pointlessly; I asked to speak to a manager several times to be told I would get a return call within so many hours (never happened). This has definitely been an eye opening experience for me… and once I get this situation handled with police and with a new bank for my daughter I definitely will discontinue my service with USAA AND FIND AN INSTITUTION THAT TRULY SUPPORT MEMBERS IN GOOD AND BAD TIMES especially when you are not at fault. USAA THIS WAS A DESPICABLE WAY TO TREAT A DEDICATED VETERAN & THEIR FAMILY MEMBER and you should be ASHAMED!

USAA is not a great bank at all. They do not care about service members children. As the daughter of a retired Air Force member who got her a ISAA account at 17, I'm disappointed in their banking service. I fall prey to fake checks and they make me out to be a criminal and close down my accounts. I'm never recommending USAA to anyone. They do not care about customers and are only about money now. It's sad really. Think before doing business with them or signing your child up with them.

My Fiancee, and USAA member that had both a USAA banking account and savings account, recently passed away and I needed his remaining proceeds from his existing account to settle expenses like: paying his rent in effort to gain access to his apartment so his belongings could be sent to his family and to pay for past due funeral expenses. This "Survivor Relations Services Dept." was informed about the urgency of the matter and I did all that was necessary to expedite this request per their specific instructions. I called the following day to request a tracking number and I was told their wasn't a tracking number available but they show that one check, which was a very small one, was delivered to the wrong address. The other more substantial one was shown to have gone to the correct address but still there was no tracking number. I called everyday and was told not to worry. The end of an entire week comes around and still I have received no check. I've already maxed out my savings to cover final expenses; those funds are urgently needed! Yet I'll have to wait up to 5 business for them to stop payment and reissue? HOW CAN A PLACE BE SO INCOMPETENT? Did it never occur to anyone that something was wrong when they were unable to find a tracking number for a check that has yet to be received after being told about it everyday for a week? What about the word "URGENT" doesn't this place understand? How could you be so careless? I'm beginning to think a check never went out to begin with. To learn that there is nothing that can be done in an emergency situation like this is astounding. They have caused enormous setbacks that will effect several people including myself in ways that will cause severe hardship for a long time. There should be a consequence and some form of repayment for the hardship your incompetency has caused. Those funds were needed "yesterday" and now I must wait for Monday just so their incompetency can start the process all over again. Someone has to do something about this. This is wrong and a terrible way to pay the loved ones of a good long time customer that you've never had any problems with.

Mr. Peacock the President and CEO will not cooperate with an FBI criminal conspiracy by USAA Federal Savings Bank that involves fraudulent activity with regards to my personal information that has been destroyed. You must respond by Law within 3 days or face further Legal Implications by my attorney. I will accept only cash settlement by this outrageous assault on my excellent credit rating and name of Keith Carlton Cutler. Do not ignore this electronic request because I am angry that my personal identity has been breached and 6 weeks have transpired without a written response that is ignored by the office of the CEO Please respond by email to this request immediately at [protected]@att.net. Good day. KCC. 06/20/2021

A couple of months ago I had a problem with Quicken and USAA. I have gotten the Quicken resolved. But also during this time, USAA had me deactivate all of my accounts and then activate them again. It was a nightmare, because the person helping me did not know how to activate them again.
I finally got that resolved and swore I would never deactivate and activate them again. Today, I tried to balance my checking account ..again and couldn't - I called ane the person told me I would have to deactivate and activate again. No way am I going to do this!
Why can't they get the sites fixed?
Plus the music is TERRIBLE!
Karen Bennett

[protected] Claim Number
Filed in February 2021 Austin Ice Storm
Everything was moving well until the Shed that was damaged by a falling tree was determined to need to be replaced, not just a simple roof repair.
A supplement was put in my Renaissance Contracting (USAA assigned contractor) by Aric Marzen [protected]). The Claim USAA rep is Scott Gibson. He is "out on extended leave through mid June" since March. No one has called to follow up. Today I asked for a new assignment via the USAA portal.

5 months since the storm and no progress.

Chris Corson
[protected]
Chris.[protected]@yahoo.com

In Mar 2019, I notified notified USAA of the death of my husband, submitted a copy of the death certificate and was advised to have my husband changed to "estate of" in the event I received any future checks issued in his name. The change was made quickly.

In 2021, in an attempt to get my affairs in order, I decided that the "estate of" needed to removed from my account and have my son added as an account holder for access to the money in the event of my death.

What follows is documentation of the process I have been enduring to simply have a dead person removed from my accounts.

2/1/2021 submitted paperwork, thru the website, to remove "estate of husband" from account and add son as an account holder

Feb 2021 (exact date unknown) resubmitted, thru the website, paperwork with correct signatures

Mar 2021 (exact dates unknow) made multiple phone calls, each time the issue was researched, I was transferred to multiple departments (banking, survivor relations, deposit services) and each time I was assured it would be taken care of

Apr 2021 (exact date unknown) website still showing "estate of" and son was not listed as account holder. A banking representative was able access the paperwork to authorize the adding of my son and did so, then I was transferred to another department to have husband removed and I was assured it would be taken care of within 7 - 10 days

4/20/2021 I was told the death certificate could not be found, so I resubmitted the death certificate, thru the website, and was assured it would be taken care of within 7 - 10 days

4/21/2021 11:06 am I resubmitted signature card amendment and death certificate, thru the website

4/28/2021 estate of… issue still unresolved, copy of death certificate "found" in Consumer Loans, survivor relations assured it would be taken care of within 7 - 10 days

5/7/2021 Spoke with Angie in banking, issue still unresolved, transferred to JR Pennington in Deposit Services who submitted a request to someone, said it would take 7 -10 more business. As I was fed up with being told "7 - 10 days, I requested to speak with his supervisor. He transferred me to Michael Contrearas in CEOs office. He assigned an advocate to resolve the issue

5/10 Got call from advocate Lyla, who saw that all the required documents were available and assured me that it was being forwarded to some department with the highest priority and would be taken care of in 2 - 3 business days, no need to call, the change would be reflected on website

5/12 Website still showing "estate of", spoke to Lisa who told me Lyla would reach out to me by same day (not guaranteed) to update me as to status. At this time, I discovered the mobile app is showing my husband as primary account holder

5/13 Website still showing "estate of", mobile app still showing husband as primary, no call from advocate as promised

5/14 9:54 am Website still showing "estate of", mobile app still showing husband as primary, spoke with Tiffany in CEOs office who assured me that Lyla will call back in one hour. She told me that Sandra is actually the advocate assigned, not Lyla. I requested to speak with Sandra but was refused I asked then to be transferred to her supervisor Claudia and was refused. She told me there was no higher chain of command that I could speak to, I had to wait for an advocate to call me back

While each and every person I have spoken with at USAA has issued condolences, apologized for the lack of action and assured me that my issue would be resolved, it has remained unresolved for 3 1/2 months. I have spent countless hours on the phone with every department that I'm told has the authority to make the change, yet there appears to be no one in the company that can actually take action to resolution. This is unacceptable for any company, but especially for a company that maintains a position of taking care of the military. As a veteran myself and a service-related death widow, this is in no way embodies your publicly stated core values of "Integrity, service, honesty, and loyalty."

I ordered flowers through USAA FTD services 4 days before Mothers Day and paid $70 to be delivered on Friday the day before Mothers Day. Mothers Day came and my mother did not receive her flowers. I received a message afterwards that said due to high orders the flowers would be delivered 5 day latter. Total incompetence.

USAA has a mission statement that holds them to their word, it states: "to provide excellent service for our members, we stand financially strong." The statement reveals what the company holds as the heart of all its operations by emphasizing the excellence of its services. It also places its members as the first priority of consideration in everything the company does.

This is not true.

This is the first untruth. The second is that they will shift accountability and blame to FTD by saying they are not responsible - FTD is.

Some advice to the CEO of USAA - Get ride of FTD.

I will NEVER us USAA retail services again. The 20% discount is really a 20% poor service guarantee.

I have been a member since 1978. USAA is good for one thing - Insurance they do well; everything else is 2nd no, 3rd rate. I retired from Saudi Aramco Oil Co with over 1.5 Million dollars and put it with Edward Jones because I lost confidence in USAA services. This FTD fiasco has just confirmed my decision as a good one. Signed. Very Disappointed.

I recently was Inquiring online at USAA for a re-finance of an existing lease on a 2018 GMAC lease that is coming due if I desired to purchase this truck instead of turning it in.
I did not realize it was an actual credit application for a loan it was inquiring, I never entered my SSN, it was quickly denied within seconds...
My recent credit score was last 747, Never missed a payment on USAA or any other credit or loan, in process of re-financing at a 2.25 interest rate on a VA home loan, my score had better not be affected USAA is responsible if it does change and I will pursue it further.
Being turned down so quick despite good credit is insulting.
I want a letter from USAA bank that this WAS NOT a credit inquiry
Will also pursue CFBP, and PA Attorney General Office