USAA
Reviews and Complaints

On November 10, 2017, I canceled my auto and home owners' insurance policy with USAA. At the time we also canceled the auto draft associated with our insurance account. The auto draft came from our Checking account which is also with USAA. On December 14, 2017, without our permission, USAA Insurance charged our account via auto draft, over $400 for funds due on the canceled account. This resulted in an overdraft on our account.
I contacted the USAA insurance department who referred me to the USAA Checking services. When I contacted USAA checking services to file a complaint, I was told there was nothing they could do since it was USAA Insurance that took the money. Apparently at USAA if something illegal is done between divisions, they have no interest in addressing them.
My wife and I did not authorize this charge or release of funds. USAA has illegally accessed our checking account.

I had been a member of USAA since I was sixteen years old until I moved to Las Vegas where the rate was triple that of Colorado. I recently became a member of USAA again and it has been nothing but trouble. I had both auto insurance and renters insurance with you. I was told I needed to have automatic withdrawal on my account so when I paid my first premium, I supplied the information needed. Unfortunately I was a victim of credit card fraud so I had to get a new debit card. I called to change the card on file and was told my automatic withdrawal was set up correctly. When the money was not debited from my account I called and was told it should have been but that it had not been debited. I tried calling the next few days and was told it should still come out. I then receive an email telling me the policy can be cancelled if it is not paid by a specific date. Since it still had not been withdrawn I tried to make an online payment but it was not available as an option. I then proceeded to call and there were issues with the phone because I sat on hold for quite awhile and then it would simply hang up on me. I called the very next day and finally was able to speak to a representative. They took my payment and told me the policy would remain in effect. That next day they cancelled my policy after taking my payment but I did not get notified for some time that it was cancelled. I called the next Friday to see if the next payment had been taken out and was alarmed to find out I did not have a policy. I called that day and spoke to a manager who said she would review everything and get back to me. She had the change of card on record for the automatic withdrawal. I was told to call back later that next week and as a result did not drive the entire weekend. I spoke to someone a few days later saying it was still being reviewed. Department of Motor vehicle contacted me about the lapse in insurance, as I am now insured with someone else. They want to charge me $200.00 for the lapse which should have never taken place. Someone was not doing their job that day and it has resulted in some major problems for a client who truly believed in your company and all that you do. My father was in the military for over twenty-one years. I always believed USAA to be reputable company who took care of their clients. I have spent numerous hours on the phone which is very difficult for me due to the fact I am a second grade teacher. I feel very saddened that a company I believed in did not even have enough respect to work on a resolution. I know several families that have inquired about USAA and I had recommended it for their home and auto insurance. I will be rescinding my recommendation and informing them of the unfair treatment I have received from a company I thought was worth working with.

Sincerely,

Nikkole Hotze
(A former USAA) client

I was hit by usaa insured and my tail lights were knocked completely out on a 2013 jetta. I have been getting the run around about my repair! My car was completely WORKING before this accident. They are trying to say is not accident relateed. I recently found out that my tail lights are out now that im working at night..i brought it to there attention and they dont care its a hazard . Even after i paid 150 diagnostic for Volkswagen to find the cause and they are related! WORSE experience eva. Im considering suing FOR my TIME and hassle and damages... its sad a 500 dollar repair they caused..WHICH COULD HVE BEEN.

My Vehicle was stolen on 9/27
Police recovered vehicle on 10/12
Usaa called for tow of my vehicle on 10/12
I have not touched the vehicle since before it was stolen on 9/27
Roadway towing mailed me a letter of impending lien sell of my vehicle 10/26
Usaa took my rental car away. I am without a vehicle to get to work.
A restriction on my account during this debacle has made progression very difficult. I am without a job, food, and a place to live because of the miss handling of this situation on the part of Usaa

My wife and I were hit by an uninsured motorist. Our policy has medical, uninsured and underinsured coverage. My wife had severe head trauma, I had a concussion and what is commonly referred to as whiplash.
USAAs response was to delay the medical payments more than 6 months after the accident for both of us. In the mean time, I lost my job because I couldn’t function due to the severe pain I was in. Then while “investigating” my claim for medical payments, they undermined my payment arrangement with the hospital. The final bill with the hospital for the emergency room service was more than $3, 000 higher than what they had agreed to prior to USSAs interference.
To add insult to injury, the claims adjuster told my lawyer that because I was “old” (her word), I would have eventually had “those problems anyway”. AND made a settlement offer that was half what the actual medical bills were much less the job loss.
This was wrong on so many levels and probably untrue, by my doctors assessment, that the damaged vertebrae (from the accident) would not have caused the pain I’m in to this day.
As soon as my insurance claim is finished, which it has now been more than a year, I intend to file suit against them for breach of contract (there is another term for it that the lawyer used, but I don’t remember it). The lawyer said that case law is abundantly on our side. I don’t care if I even get anything out of it now, as long as it ends up costing them millions for settlements and the need to pore money into advertising to repair their image. Maybe we all should get together and make it a class action. The only way they will stop doing this to veterans and taking advantage of us is if we speak out against them and tell our stories!

I have been trying to settle my diminished value of my (then when their insured rear-ended my vehicle was brand new) they offered me $767. I have dealt with two different representative Melody Simmons and Angelica Leos.
Well I have supplied them with two different appraisals (one even being from a dealership upon USAA's representative Angelica Leos request for me to supply) between the two the range of DIV is between $[protected]. USAA still claims their offer of $767 is a "fair and reasonable" offer. I am not sure what fantasy land that is considered "fair and reasonable" but here in reality with the documented appraisals also makes their offer a joke. I have all the emails with these statements from the representatives from USAA. FYI- I am entitled to be indemnifies and that does include Diminishment in Value. My car was BRAND NEW purchased March 22, 2016 and their insured rear-ended me June 1, 2016. The estimated damages were around $5, 000 (what the final arrangements the repair shop and USAA made between them I was not privy to) I have lost value in my vehicle just because it now has an accident on it record. The dealership's appraisal is based on that even though the repairs where done and done nicely that had to deduct $3, 800 in value if I were to trade in my car today. (I will post and share the email communications and file complaints with any and all entities I can find or message board / blog etc...)
To resolve the problem, I would like the following to take place:
I expect to get the FULL DIV of my vehicle. Somewhere between my two appraisals of $4, 386 completed on July 12, 2016 and $3, 800 completed on August 17, 2017. I have the right to be indemnified and that would mean to put me back a close as possible to where I right before their insured damaged my brand new vehicle. So, unless you are willing to completely replace my vehicle with a vehicle about 2-1/2 months old with only 4, 200 miles on it and without an accident on record then I am to accept DIV. I am entitled to FULL DIV and that is what I expect. I have had nothing but issues with the claim and claims management. I have had to pay partially on the rental as Ms Simmons said one day was not approved. Of late Angelica Leos offered to pay 44.82 of the 55.18 I paid for the day of rental. I had to take off work to get second appraisal done (that Angelica Leos requested) and am not reimbursed for missing pay that afternoon. Why I am being penalized for damages inflicted upon me admittedly from your insured?
I have already submitted both appraisals to representatives with USAA but still have them to produce upon request. I have submitted and will continue to submit complaints to the SCC/BOI/BBB/ Consumer Affairs. I am also submitting this to the local TV news “Seven on your side”

The second time they pulled the old 'bait and switch' on me...this time they quoted me $390 on my insurance premium then autodrafted $494...Spent an hour on the phone...no results, no reasonable explanation, and refused to elevate the call to someone who could explain! Mr. Stuart Parker the CEO is definitely NOT looking out for the service members that the company "portrays" to be so thankful for! Shame on him! I would NOT recommend USAA for loans or insurance... I have 3 cars with full coverage, 2 auto loans, a 300k homeowners policy and an additional flood policy with them! And I'm fed up!

I can't get in to my account because your "new" security does not work. Have been lied to all the way up the line of representatives. None of my calls have been returned from a supervisor as they told it would.. Yesterday it took me 2 hours to get to a rep in security who gave me a security code I and I was told that I could call again and a rep would give me a security code on the phone. Now they have changed that story. They refuse to give me access to my account no matter what security answers I give them.

This has persisted for several days. I can't get a security code. I have been with USAA since 1977 and they are no longer the company they used to be. Shame on them! Just another bunch of greedy people running a bank and screwing their clients.

Our car was hit from behind by a driver who was a member of USAA. The police were called and they confirmed that we were hit from behind and the other driver was following too close. We exchanged information and filed the following claim with USAA:

Shawna Shelton, USAA Adjuster
[protected]
ext: 31731

Claim #: [protected]
Policy owner: P. Wright
Driver: J. Wright

email for claim:
[protected]@claims.usaa.com

We contacted USAA 11 times over the course of 2 weeks. They kept saying the adjuster, Shawna Shelton, would contact us. We insisted on speaking to someone, but they kept saying the claim was pending and they were waiting for the report. After 2 weeks, we finally got a person at USAA to admit that they had the report after the first few days but they were just stalling. Shawna Shelton finally sent an email (after business hours, so we couldn't call her back until the next day) that the claim had been denied, but they gave no reason.
This company is unethical and resorts to fraud. They lied to us in every conversation and even kept getting our names wrong. It seemed like they were intentionally causing problems. This company was once alright, but now they are just criminal, taking advantage of service men and women.

My name isTosha Mascroft and we were pre approved for a mortgage loan 4-5 weeks ago through USAA. Once we had the pre approval we were in contact with a Realtor, looked at several homes, and made an offer that was accepted. We were then in contact by a Loan Officer named Tiffany Greene and she told us that all documentation that was needed could be uploaded through USAA online. Within a few days, everything was uploaded. Then, Anthony Wallace, our Loan Processor was in contact with us concerning the process ahead. He stated that he noticed no red flags and said that the loan would soon be going into the 1st review. He stated that if anything else was needed, we would be allowed to submit it then. Now, just a little background on my husband and I. He is still currently active duty till Aug 31, 2017 and then he'll be retired from the Marine Corps after 21 years of service. I graduated from college in 2005 and earned a degree in Cardiovascular Sonography. I have been in that career for over 12 years. It's a growing line of work and I have never had problems finding a job everywhere my husband was stationed. My husband is currently stationed at Camp Lejuene and I have been employed with my current employer 1 year and 7 months. I make well and my husband and I both have great credit scores. Now, getting back to the loan process. Today May 10, 2017, I received a call from Tiffany Greene. She stated that she had a few more questions. She stated that she noticed the home we are planning to buy is over 5 hours away. She asked if I was planning on making the 5 hour commute to work everyday once we move. I said no. I will be getting a job around the area where we will be buying the home. I told her that I had an offer already and she asked if I had accepted it. Since the start date on the new job offer isn't till July, I did not see a rush in accepting it. Nor was the company offering the position giving me a deadline. She said that Fannie Mac requires that you have an accepted job offer. I told her, if need be, I could go ahead and accept the job. She stated that she needed a few more documents from us and by the time my husband went to upload them, our complete offer and process status was erased. Yes guys, just like that. They were done with us, just like that. Tiffany Greene could of cared less about our family on the other side of her computer. She, nor USAA, had no more to say to us. After all of that. No concern about helping us through these mortgage loan hiccups. I read reviews about USAA guys. I did not want to believe that those hundreds of bad reviews concerning strictly their mortgage loans were accurate. But they are guys. You spend so much time with USAA, providing what they need and then they throw you out like garbage. I would be glad to answer any questions you may have concerning this review.

I am an honorable discharged disabled veteran of the Vietnam Era and Gulf War. As any veteran with an honorable discharge I carry the motto duty, honor, and country as my platform in life. When I wore the military uniform the country was behind me and the wing master of my density.

As a service member this county has established a moral obligation and that is to take care of their own. When there is a gap it leaves a veteran to think in a different direction. This is exactly what has happen with USAA insurance.

During my active duty period I was an USAA active member and continued the coverage afterwards. The continuation was extended based solely upon their level and professionalism due to their affliction with all military branches. To date, my auto and homeowners insurance policies are active.

I have been a loyal member since the year of 1994. I was betrayed by USAA due to an auto accident that occurred on November 30, 2016. The other party was cited by an officer with Denver police department. A citation was issued to the other individual for carless and reckless driving.

During the accident investigation the opposite party argued with the officer. The individual left the scene of the accident and returned only when the officer phone her asked if she was returning. Prior to leaving the scene the individual used aggressive tacks and profanity towards me for intimidation purposes.

USSA initially used stonewall tact's by stating they could not obtain a copy of the accident. The company demanded that I obtain a copy. I obtained the report and it clear indicates the individual was responsible for the accident by receiving a citation.

The insurance company still refused to make the repairs to my car and had me to talk with a special USAA investigator. He requested I give me another report of the accident although; I had given the company three separate reports of the accident.

USAA requested that I obtain an estimate for the auto repairs from Abra Auto and Body Repair. I complied with the request but was told by the Abra representative that USAA had not provided them any documentation concerning the accident. I received a phone call from Abra after the visit for the estimate stating that USAA needed another estimate therefore, I returned at a different date.

To my surprise upon returning for the second estimate it was not for the fender and bumper damage but an examination of the entire car. The entire interior and exterior was checked for its condition. This included examining the door handles, widows, engine, engine oil, tire treads, etc...). It was basely bumper to bumper inspection as if I was selling or trading the car.

I was told by the Abra representative that USAA who be contacting me for a decision. USAA gave me numerous claim numbers in which none of them could be confirmed when I made phone calls in hopes of repairing my car. In addition to this I sent emails and could not resolve the issue.

A representative from USAA executive office called me and asked me to give him another report of the accident although; I had given those three earlier reports. The executive office called only after I filed grievances with the company.

This accident occurred on November 30, 2016 and USAA has knowingly, willfully, and purposely used delay tact's by stating they could not obtain a copy of the accident report, requested a special investigator, two separate estimates, and executive officer involvement. As an insurer with current active insurance I am being denied due fair and due process.

The absence of usaa articulated response only suggests a holding principle not remedy the forth coming issue. Their silence has only rubber-stamps the issue and deeply supports their selective racist principles.

As with any company quality services are expected and vital. There is no valued and deeply cherished right than to provide service to military affiliated individuals. However, in some instances a company can abuse their position of authority.

There is an acknowledged constitutional right to be recognized and make an argument. On november 30, 2016 an auto accident occurred in which the other driver was clearly at fault and received a citation for “carless and reckless driving.” this individual just happen to be a “white female” that is insured by usaa insurance. Therefore, this is my fundamental principles of the constitution to make an argument to be recognized.

However it seems that usaa has extended their volume of racist principles for me not to be recognized. This issue only mirrors in microcosm that is overwhelmingly the implications of the truth. This issue deserves recognition as presented herein.

Some free categories of speech can be characterized and used to intimidate individuals. The supreme court defines certain speech words as "fighting words." whether the message is made to make a political point or serve as a base for authority it can become a hallmark of shared ideology. It must be said on the onset of this statement and with clarity that this might be common practice being conducted by select individuals with supremacy principles and beliefs that does not support any legitimacy articulating policies as within a military organization.

The real danger of this issue is the lies and the troubling aspects that are in the implication of discretionary power. As this accident cases proceed down the road usaa decided to investigate me because of the accident. As an african-american former enlisted soldier and military officer I found this to be perplexing being that the other party “white privileged female” in usaa eyes that received the citation.

This individual left the scene of an accident and argued with a uniform police officer upon her return. The officer that to make a phone call to her to return back to the scene of the accident. She became a confrontational with him and apparently realized that her challenge of white supremacy principles and beliefs did not support her.

After balancing his compelling constitutional right that clearly subjectively and validated her ignorance she realized she was being cited. She had no probable cause or no real significant reason for her actions only that I was an african-american male that did not have any outstanding warrants or arrests.
She seemed to feel the need impose a judicially created rule that she was entitle to be right and was automatically right. Yes, it is an acknowledged constitutional right that a principle can be established for a rational basis but when it rises to a level of a fundamental racism it’s wrong.
Her intendedly misrepresented of the facts has lead usaa to false implies of the facts in order to preserve the repairs of my car. To date, my car has still not been repaired. I was initially told to take the care to abra auto body and repair shop. Upon arriving at the shop and completing the estimate process I was told usaa had not completed the document process. Therefore, I was informed to return at a later time in which I complied.
The representative told me that the car did not have valid insurance which are set to be renewed in august 2018. I was given several different claim numbers in which none of them was valid. Several telephones were made to usaa representatives and the executive office. I was told different versions of the transaction and stonewalled on every aspect. If you served in the military we all know the phrase “the check is in the mail.” well, this one has never arrived since november 30, 2016.
As clearly indicated by the facts herein usaa only adheres to race rules that has been established and conducted by them accordingly. They only reopen the wounds of my past history that judged me solely by my skin color. The racist practice only deepens the wounds of my experience of the following:
1. Jim crow and civil rights era of childhood.
2. Discrimination, racism, and oppression by the military.
3. Decades of active duty military racism.
4. U. S. Army reserves racism by oppressors.

I will not accept usaa facts of racism that does not value their own me an ensured driver. I have served this county with duty, honor and pride. There are civilians employed within usaa that has never put on a military uniform and does not know the price of freedom to be denied service!

USAA is a RIPOFF - Don't believe the vainer of "friendly customer Service" I'm 30+ year customer...since 1991 with monthly "nobody will notice" ACH transfers of term life premiums ratcheting up year after year, I had enough. The premiums for the coverage were ridiculous. After speaking with a USAA representative I cancelled the policy. Guess what, the NEXT DAY I received a USAA bill in the mail for ~$200.00 for the next 4 months of premiums! After speaking and trying to speak with 6 USAA representatives over 6 weeks I finally get a "super helpful lead" named Lydia (x73264) who lectured me about life, told me about a 2005 letter USAA sent me but nothing about my refund. Lydia, with no hesitation, admitted the premiums were ridiculously high and I was basically an idiot for being a long time customer of USAA and purchasing this policy in 1991! Lydia did a fantastic job of making a 30+ year USAA customer FEEL LIKE A BEAT UP UNITED AIRLINES PASSENGER! I asked about my other policies being overpriced and she said I better review them too. Going shopping tonight. Horrible

I was hit By a policy holder in SWFL in September 2016 and I was actually the third car at at red light. a report was filed, estimate gotten everything done right. The second car never called in and then . the policy holder would not return the company calls supposedly. I have given then ample time to contact everyone involved and now it is April and I still do not have my car fixed. I should not have to pay my own deductible to get my car fixed then have my insurance company sue to get USSA to get it back, I am sorry but this company (that I have called a dozen times and every time I called and spoke with upper management ) is very corrupt company. There is no reason that this company was receiving payment from a client to cover him or another vehicle and then not pay the claim. thank you Brandy Rourk North Fort Myers

To whom it may concern, my name is anton montgomery and this bank has held my funds hostage for 3 days! I just lost a love one and was trying too get a limit increase so i could pay the funeral home. The limit was increased then my account was blocked by the fraud team! They asked me too send in verifying documents and i did, multiple time to be exact! Because i'm in a time sensitive situation. So one of the 17 reps that i spoke with was a very rude young lady and she asked me"where you get all this money from" i'm thinking like real.. Her not knowing it's insurance settlement from my dad, who died last year. I never felt so disrespected, belittled, borderline criminalist! That's the way she made me feel. This bank has no compassion, loyalty or morals! I need to bury my family and they have all the verifying documents too prove im me, i need help, i had to miss work for 3 days because all my funds are in the bank, then they threaten to close my account or in there words "no longer which too continue a relationship" so why not close my account and send me my check?!? No type of help! Matthew a usaa rep, his customer service is horrible very rude, smug, irate!
The last rep i spoke with was awesome, although my account is still blocked, he spoke with compassion and wanted to help. But it was out of his hands! Am i a victim of financial profiling? I will be contacting some one with authority outside of ussa. To fix this situation! I hate this bank, and if i'm homeless or hurt usaa would give a care!
Pissed off customer with the family member that just passed and he cant bury them because usaa has my funds on hold for no valid reason!
Anton montgomery

03/09/2017 9:40pm usaa insured driver made an improper lane change into my vehicle resulting in significant damage
03/10/2017 initial call to submit claim; kimberly clarke, usaa claim rep, to call back with next steps
03/13/2017 2:08pm vm for k clarke
03/14/2017 12:14pm vm from k clarke, provided contact info and claim #[protected]
03/14/2017 3:35pm vm for k clarke
03/15/2017 2:29pm vm for k clarke
03/16/2017 2:40pm farmers insurance vm for k clarke
03/22/2017 12:30pm vm for k clarke
Response required

I have been a USAA member for over 25 years. For most of this time I thought they were a first class outfit. No more.In Jan. 2017, someone was able to hack my account at USAA and request a credit card be sent overnight to them. They were able to activate the card and charge over $2, 800 to it. I had received an email notifying me my new cards had been sent fedex to me. Since I did not request new cards I called USAA and notified them of the fraud, the tracking number had an address in Georgia, I live in Maine. The credit cards were cancelled. We set up new passwords and security measures and then verified all of my personal information in their system. New credit cards were mailed out. After a week I had not received them, I called USAA and asked them to verify the address they had mailed the cards to. THEY HAD MAILED THEM TO THE HACKER! It was the address in Georgia I had seen on the fedex tracking number for the first set of cards they had sent to the hacker. The false address was still somewhere in their system. How dos this happen? I have had my identity compromised, have had to file fraud reports, reports to the IRS, sign affidavits, etc. due to no fault of mine. This is serious and they have holes in their security that cause me deep concern.

I have complained multiple times. The Josh Eilers TV commercial shows him leaning on an A-10 while wearing flight gear. I applaud Eilers for his service; however, he has never flown an A-10. I have as have many of your customers and I, and they, find the commercial disgusting and not of the usual USAA standards. I have been a member for over 50 years, but I can no longer trust USAA.
USAA should expect a class action suit in the near future if the commercial isn't pulled.
I did receive a call after my most recent complaint; however, the explanation was totally inadequate and could not possibly be perceived when watching the commercial.
PLEASE FIX IT, I DON'T WANT TO CHANGE MY INSURANCE, BUT I WILL IF IT IS NOT CORRECTED.

Claim # [protected]-90C-002
My wife's wedding ring had the center stone fallout and was lost. After entering a claim for repair and supplying quotes as we were directed to do so, you decided to have your own internal gemologist provide the actual replacement and repair cost that was only 1/3 of a reputable jeweler. They did not use the one we provided and we had no choice. They wanted us to mail the wedding in ring so they could repair it. We did not do this because if it gets lost in the mail, you cannot replace the sentimental value. The manager Ken Shaffer was not open to options but only his (USAA) option. This is poor customer satisfaction. I pay over $3, 800 annually for homeowners and auto insurance and they want to cheat us out of a repair that would be another $1600. Plus I just had commercial insurance quoted through USAA last week and was going to move forward which was another $1500 /yr. You will see this in our policy/file I am sure.

Not a good way to treat a veteran and you state how important were are to you.

We will now be moving all our insurance needs to another provider, as I have to come up with the additional cost to have it repair to OUR satisfaction, not yours!
What a way to do business and make the customer happy as you so advertise. Again, the commercials are paid to state that.

I am not providing all the associated document as requested on the form as you already have it all. I have spent time doing it already and getting quotes and it meant nothing.

The over the phone process has me going back and forth between departments and every time I have to verify who I am, also whenever I am transferred to a new representative they have no idea what's going on because the previous person did not tell them. Then when I am trying to be authenticated they want the last four of card which I don't have because they told me to cut it up because it was cancelled. This starts the whole process over again and now I have been on the phone for 2 hours. Also there is no supervisor I can speak with, at least that's what I'm told by each person I talk to. I know this may be trivial but I think its absolutely ridiculous how this process takes place. There is no issue to resolve other than having USAA change their policy on this type of thing.