USAA
Reviews and Complaints

My checking, savings, credit card and home equity line of credit accounts were all defrauded in numerous ways...unauthorized wire transfers, cash advances, fraudulent payments on my credit cards and HELOC accounts (freeing up money to transfer into checking so that the person or persons could make wire transfers) and counterfeit checks. To date USAA has done NOTHING about the fraudulent activity. This has been ongoing since February 2, 2016. I have made over 20 calls and even was on the phone with them for 6 hours one day. They have told me repeatedly that they would get back with me in 24-48 hours but they never call back and when I call again they act like it is the 1st time I have called. When I asked for the direct number to their Security and Fraud Department I'm told they don't have a direct number and they can only transfer me. I was told that I am responsible for the $10000 wire transfer because once a wire transfer takes place there is nothing that can be done to retrieve it. I have been with USAA for over 25 years and until February never had an issue with them. I have now closed all my accounts including my auto and rental insurance and refuse to do any business with them ever again. If you experience anything like this please ACT FAST and move all your accounts to another bank. I have had to make 3 police reports and a FBI report but that process is very slow. I was advised to get an attorney to pursue the matter further.

As a longtime (over 15 years) customer of USAA for a multitude of their product offerings, including Investment services, banking, credit cards and homeowner and auto insurance, I am qualified to comment about their flawed corporate culture and poor customer service all the way up to the Office of the President. Anyone who watches television must be familiar with USAA’s commercial which runs incessantly (at least where I live in Los Angeles) propounding the message “We know what it means to serve.” Unfortunately, my years of experience with USAA has shown that USAA does not “know what it means to serve their customers/members.” When I challenged a representative in their insurance department that I had numerous experiences where their employees demonstrated that “they do not know what it means to serve” his priceless response was that he had served two tours of duty in the armed services and then hung up on me. Clearly, he was not familiar with USAA’s commercial or their corporate slogan. I called the Office of the President to bring attention to the lack of common sense exhibited by their employee. They assured me that they would listen to the recorded call. While they agreed with my interpretation of their slogan’s intended meaning that “USAA knows what it means to serve their members” and not only that “USAA knows what it means to serve in the military” they were unwilling to call out their employee for his rude and irrational limited misinterpretation of their slogan and his abrupt termination of my call. I only wish this was an isolated incidence, but it is not. I have had misinformation and poor service from people in their claims department, credit card fraud department and banking, including by employees with the title of Director. To me it is more important to measure a company by how their respond to legitimate factual complains about mistakes and errors in judgement of their employees and what they to mitigate or correct the error then that they made the mistake in the first place. But either measure, number of employee mistakes or actions of management to mitigate or correct the mistake, USAA has repeatedly failed with me and thousands of others who voice their issues on a variety of complaint blogs. Just Google “USAA complaints” and see for yourself.

Move over cable TV and phone companies, there is another bad-actor in town - USAA customer (dis)service.

I have been an USAA "victim" for about 3 years now and I must say that this company puts the UCK in SUCK!

Every, (and I mean every) transaction with USAA customer service is a major debacle. I really cannot think of a time that I had a pleasant experience. The representatives are rude and the rules they enforce are laughable. e.g. trying to pay the auto insurance premium on a car that it is my name that my daughter drives so the policy is in her name (their rule, not mine). EVERY six months I have to fight, kick, snort and plead to pay this premium for my starving student daughter.

Itshouldntoughtabethisway.

The horrible customer service perpetrated by USAA is just not worth the savings! I think it might be time for me to go car insurance shopping for my three cars. Yeop, did I mention I insure my and my sons car as well with USAA?

Congratulations Takia and Princess (couldn't make those names up if I tried!) you hit a triple in serving USAA’s "lose one customer at a time" business model!

I had rental insurance on my policy and traded in a vehicle that was covered but had the rental insurance transferred over to the new vehicle, I had a accident with the new vehicle and while in the process of reporting the accident I found out that USAA did not transfer my rental insurance as I requested them to, so this became an issue because things came to a stand still before moving forward with the repair of my vehicle so that I can get a rental car, this has made me very upset because it is unprofessional business on USAA's behalf, someone did not do their job and that's unacceptable, I pay insurance for situation like this not to run into problems but to take care of them as they occur, I have an excellent driving record and have been with USAA for many years, I will find another Insurance company if things are not quickly resolved.

USAA randomly removed my rental reimbursement when I purchased a new vehicle and traded in my old one! USAA will randomly make changes to your insurance without your permission. Make sure you review your documents and coverage weekly. I changed mine to paper mail delivery to make sure they don't scam me again.

My son had seen me take a picture of a check and decided to do the same thing. This resulted in me having a negative balance of $1600. I called to find out why my account was unavailable and the woman treated me like I was asking for government trade secrets. She refused to tell me what was going on with my account. When I found out what had happened, I told them I would have part of my checks go to them to pay it back. I was told by the rude man on the phone that I didn't have a check. It all belonged to them. I said that I had spoken with someone the previous day and had even sent them $200 that same day. I asked how could they take ALL of my money and if they did, I wouldn't have a place to live. He said OH well, you owe that money to us. How dare you. I hate USAA and will NEVER have another thing to do with them again. They can all go F&$K themselves.

Don't ever become a member or get in an accident with a member. My car was at a garage getting fixed and the day before I was to pick it up a usaa member hit another car and that car smashed into mine. First was the rudest person ever Eric carrol a real straight [censored] bag. Didn't help me what so ever and was rude as could be. Telling me it will take as long as it takes, and not willing to even help me with a rental. Five days later and probably 20 messages later, with no returned calls, I'd had it I called a friend of the attorney General of ny and my insurance company, then called usaa to see what they had to say now, and they became very helpful, at first. Was offered a rental on friday April first, was told Kim would call me by monday. Well Monday came and went so on Wednesday I call back and they say yes were liable and we offer you 2486 dollars, my car books for 3700. I say no i want to talk to Angela the estimate specialist, she treats me like ### as the rest of the usaa people did. Even the other insurance companies that spoke with the same people said they were the rudest unhelpful people theyve ever spoke to. Now the fun part. With Angela back on the phone arguing back and forth I tell her I'm goin to look at my car to see this rust you speak of. I get to the garage my car was gone, so to find out that the insurance actually picked it up without my knowledge or permission on the first. Then talking to usaa they say oh we told you, oh no you didn't cause I asked if i needed to take my car home and usaa says the car is not to be removed until everything is finalized. Well now I can't argue about rust or any damage cause usaa removed the car shipped it two hours away with my personal belongings, and when I left numerous messages with differant adjusters supervisor I get no return calls. So my car has been "stolen" and I have no way of fighting for what's owed to me, and you have to just take it in the ### as they say in life. This company has cost me to lose over three grand even with the settlement that I haven't even seen yet. If i had the money and resources I would fight these losers till the end. But I'm just a hard working person that doesn't have a lot. One good thing is I know a lot of people that are involved high up in the military and my boss has the largest car dealership in ny. So I reported everything that happened to the attorney General and a campaign is being created to end usaa business in ny. Just cause you can screw the little guys over, doesn't always mean they don't have friends to effect your business. This company needs to be shut down or changes need to be made.

I had been with USAA for over 10 plus years. The last three years they have taken a nose dive. I have removed all my business from them, ie: checking, savings, credit card, and finally my auto loan. The auto loan was the final straw. I had previously set up automatic drafts for my auto loan payment. No issues, until March. That's when I notice that two payments were still in my account. I call, speak with a representative who seemed as confused as I was, and set up a lump payment for the total payments sitting in my account. The following Monday I get a call from the repo department! They demanded I pay 797$ immediately. I was shocked and explained about the payments previously set up and how I called to make a lump payment. I was told, and I quote, it's not their problem the payments didn't come out, they aren't in charge of account numbers. That was just so unprofessional. I went to my local credit union and got a new loan for my car and called USAA for the payoff amount. The loan officer took the information from USAA and finalized my new loan, sent off the paperwork and I was relieved that USAA is no longer my headache. Well, now usaa is saying they gave me and the credit union the wrong payoff amount. This is after my loan officer got the payoff amount good for ten days. I'm still trying to get USAA to fix this mistake. They are unprofessional, unhelpful, rude, and have no business dealing with the military community.

On April 6, 2016 at approximately 4pm, I noticed that $161.51 was placed on a hold in my secondary account.

I immediately called and was given a telephone number for Virginia Tax Office. I spoke with them and confirmed that the debt was owed and was told that they would not take anything other than complete payment of said debt until April 11 on which date the would accept the establishment of a payment plan.

Therefore, I contacted USAA (Samantha) and informed them that I had contact VA Tax Office and let them know that I would not be permitted to set up a payment plan until April 11th. In addition, I informed them that these funds were funds that had been dispersed from VA DCSE and that Child Support funds are exempt from levy. Samantha place me on hold and spoke to the office that deal with levys on accounts. Samantha stated that "She" said that Child Support funds were NOT exempt. I asked if I could speak with the person that she spoke to and I was denied. I also asked for the USAA Attorney telephone number and was denied a telephone number for him as well.

I expressed my concern with the fact that no one would speak with my or look up my concerns nor would they provide me with a point of contact within USAA that may be able to help me.

After all, the person in the office that handles levys should be well aware of the exemptions. If unaware, unsure, or just for the sake of providing good customer service they should have been willing to refer to the documentation that they had file to ensure that their interpretation was correct in the effort to help a customer.

I explained to them that I was single mother with 2 children with special needs and that I could not afford to allow funds to remain on hold for 5 days and still their was no consideration given.

It concerns me that this is not only a financial matter but a legal matter and no one at the USAA offices cared enough to talk to me, double check their information, or provide me with another point of contact to deal with this issue. If someone would be so kind as to touch basis with me to resolve this immediately, I would greatly appreciate it.

Recently I submitted all the required documents for eligibility and residence via an email attachment to USAA. When I called after three days, a Customer Service representative told me they received my email but no attachment. Since the attachment included more than enough information for identify theft, I was concerned before submitting, but another USAA agent assured me their email was secure.

When I expressed my concern about the missing attachment to the Usaa agent, she was completely unconcerned about any security/privacy implications and told me she knew other veterans experienced the same problem.

Now, having read literally hundreds of complaints about Usaa on this and other boards, consider myself extremely fortunate that my application did not go forward.

Thanks to all the people who do us great service by filing their complaints. They probably represent only a small percentage of what is really happening with this company.

Regarding the theft of our 2 year old enclosed motorcycle trailer-- Today I received this email from USAA Insurance Company. Not only do they value the trailer at $0.0 dollars, they are requesting the registration, title, and documents. USAA came highly recommended. Now, I'm finding out otherwise. We have pictures, title, registration, etc. It was all on the police report that was submitted to the insurance company. I called today to speak to anyone who might be able to discuss the matter...Of course it's Sunday and nobody is in the office. So I started to question the biggest supervisor I could get ahold of and ask why they would send out news like this on a weekend and then not have anyone available to help out. She tapped danced all the way around the question. We keep trying to move forward from this fiasco...But, this insurance company keeps turning the knife just a little bit more with each day...They are treating this as three different claims. 1. Trailer- $500.00 deductable; 2. Contents- $500.00 deductable; 3. Motorcycles(2 ea)- $500.00 deductable each...So, my next favor to my riding friends is that you spread the word that USAA does not treat their veterans any better than any other insurance company out there. I did advise them that I would be copying and posting their letter to me in as many places as I could find. Friends, this is why we pay insurance premiums. To have that peace of mind that we'll be taken care of when things like this happen. Clearly, my trust has been breached...

Dear Mr. Lottman,
We’re writing to let you know that we’ve completed the evaluation of the market value of your
2014 FREEDOM 7X16.
Determining the Amount of Your Claim Payment
Before we can determine the amount of your claim payment, we must consider the actual cash
value of your vehicle, applicable sales and/or use tax and any transfer of ownership fees. Based on
a preliminary evaluation of your vehicle, the actual cash value is $0.0.
The actual cash value is the market value based on the following: vehicle year, make, model,
mileage, equipment, options, geographic location, recent upgrades, condition of your vehicle’s body
to include paint, glass, tires, interior, mechanical and prior unrelated damage.
How to Help Expedite Your Claim
Before issuing payment, we’ll need the following information and documents:
· The State in which your vehicle is titled if you hold your vehicle’s title.
· Lien holder name, phone number and account number if you’re making payments on your
vehicle.
· All original documents (vehicle power of attorney and/or vehicle title) completed and
returned to USAA, signed and, if applicable, notarized. These documents will transfer
ownership of the vehicle to USAA.

Earlier this month, I decided to switch my primary bank account to be USAA. Upon that decision, I closed my other checking account, and submitted for new direct deposit with my company. However, it was too late in the pay period, and instead of direct deposit, they gave me a payroll check. With the payroll check, they gave me my bonus check, both from Paylocity (a very large, easily verifiable payroll company.)

I went to deposit these checks in an ATM around 4:30pm on January 20th. When I got my deposit receipt, it noted that I would have $500.00 available for immediate use. Naturally, I scheduled a few bills that were due to be taken out the following day. When I went to look the following day, much to my surprise the $500.00 that had been available was also on hold, and that the entirety of the money would be on hold until February 2nd, which is 13 days, or 8 business days and completely unreasonable.

I contacted the bank to find out what was going on, and they said that sometimes the available amount changes (which doesn’t make much sense.) I spoke with a supervisor who said that any payments that had already gone through would not be reversed. I filed a grievance with USAA online, and waited for someone to contact me.

Over the weekend I checked on the account and, lo and behold, all of the bills that had been paid were reversed (including one for another USAA account) despite the Supervisor telling me they would not be reversed. USAA also charged me $15.00 for the account that the charges had been reversed on. Both ATT and Chase also charged return payment fees.

Finally, on January 25th a person from the CEO & Executive Staff Offices called me back. He barely discussed the fact that the funds were made available, and then the availability rescinded, AND the supervisor giving me incorrect information. Instead he said that he would “investigate” and that he would “hopefully” get back to me by week’s end, which would be the 29th – NINE days after the deposits were made. I told him that I needed these bills paid, and asked that he release the funds on February 1st, just ONE day sooner than the scheduled date. He was INCREDIBLY rude, and said that he could release the funds, but he wouldn’t because that would mean he has to do it for everyone. The man told me multiple times that he was as high as I was going to get in the company, and that no one else would help me. Basically he said he can help, but he won’t. He also hung up on me, and did not actually assist with my complaint.

I doubt that USAA will do the right thing and make the funds available within a reasonable timeline, or pay for the fees incurred due to their Supervisor giving out inaccurate information. That’s just the kind of company this is. As of now, nothing has been resolved.

October 2015 my Car was rear ended by one of your insured drivers, both cars totalled fault was your insured driver. Extremely poor communications on USSA part. Been waiting for George Hernandez agent tell [protected] ext 79892 to send me a Fedex able so that I can send my notrized title. Been over 2 months he has not send me the E mail Fedex lable, severl time he leaves voice mail saying sending E mail but no E mail. I can leave message make sure he has correct spelling of my E mail ask him to call back...I’m sure USAA and George Hernandez is playing a game...USAA and George Hernandez is the worst insurance and agent in the universe. I not see there are thousands of compliants about USAA..I will not be contacting every Federal again and consumer again about USAA...Just E mail me my damn Fedex able at [protected]@aol.com... then all I have to do is wait forever to get my check...

In the last 18 months I have lost a $ 7200.00 classic truck due to semantics. Been threatened with cancellation 5 times due to presumed non-payment even though money was in my account to cover payment. I have been told I hadn't any auto rental reimbursement even I am paying for full coverage. To date this company has cost my family over $ 10, 000.00. I know their business actions are a scam and I entend on proving it.

I report unauthorized taking of my money out of my account to USAA. I explained that it was a large amount of 994.00 and 750.00 dollars which they told me the persons name but there was nothing they could do when you wire money from an account there is a routing number so the bank didn't know well I'm sorry you have to have that information in order to send money so here it is Christmas and I have 4 dollars and change to my name and its the 7th of December 2015, what am I suppose to do, sit and do nothing I'm switching banks cause I have found out that USAA is not credited by the BBB and there service is awful you have a problem and they throw you to the wolfs to defend your own self when veterans have been with them for years, they as a service bank turn their back on you, now I have to explain to my daughter that her daddy can't get anything for Christmas cause the bank wants to say they are sorry they can't help, a bank demands money when it is time for their bills are due, or they need paper work, but when it comes to solving a problem for a member they love and enjoy taking the time, when in fact if all it takes is looking up the information on where your money goes and filing charges for fraud, I like wow to USAA service support and every one else that reads this if you have usaa as a bank you need to switch they need more then just 3 banks which are located in only texas they need to be all over the united states to better serve their members on issues instead of just by way of phone I rather walk into a bank and ask a person face to face with USAA you can't do that why cause they don't wont to see any one cause they will get caught up in lie.

I took out an auto insurance policy in October. I opened the checking account the same day. The accounts were opened and paid for with another debit card. Everything was fine. (I thought) not long after I received a letter saying that there was a charge for lack of funds. And that the payment that was made at the beginning was on a closed account. (It's not closed, I still use it as a matter of fact). And I was suppose to pay $116 and ? Change. I tried to deposit $150. Into my bank account using a money order at the ups store. On 11/13/15 I talked to customer service and made a payment arrangement of $ 40 then and the rest $74 and change bye 12/15/15 .now I have contacted customer service and they tell me that my insurance retroactively cansuled on 11/15/15. Please help me. My total income is $134.00 a month. And I am disabled. And I have no way to make money to change or keep pay these extra charges. PLEASE, PLEASE, PLEASE HELP ME.

USAA representative took out an unauthorized payment from my bank account and caused my checking account to go into the negative. I found out about this while I was buying groceries at wal-mart for thanksgiving. After being totally embarrassed, I call them and was told that there was no supervisor or manager working during the holidays and that they were willing to waive $4.00 late fee for my inconvenience. Oh! almost forgot, I was given the option to let the extra payment remain for my next future payment. I don't know if I was talking to USAA or a call center hired by them, what I do know is that I don't trust them or their representatives...My advise to whoever is reading this...find another insurance company. As I am typing this, my funds have not been return to me.

I have every insurance possible as a active duty member always deployed because of my particular job. I decided to get flood insurance after being told it would cover me when others wouldn't over pipes bursting and storms. I took this out last month. I returned from travel this month (the policy started this month) and read the packet, it DOESN"T cover anything except straight up river rising and flows into your home floods THATS IT. Well this will never happen as I am not near water, nor in a flood zone. I call FOUR times to cancel each time that dept is not available, today 24 days after it started I called again (I am always gone) and the rep tells me I CANNOT cancel? WHAT? WHY? Its not us its femas policy, NO its your policy, I bought it through USAA and its under 30 days, No she states its mid term, how the heck (yes I said heck because your not aloud to say H E L L) is it mid term when its less than 30 days? I am so angry I doubt I will renew any of my policies I wil be looking for home owners, car and personal insurance elsewhere. If this is the service I get (USAA keeping my money knowing I cannot ever claim on it) then god knows how they would treat me with my home owners which is the most expensive policy out of all the companies. $2000. So upset and disappointed