USAA
Reviews and Complaints

USAA my insurance company for my vehicle canceled my policy two months ago by accident and as a result I ended up with a suspended license and no coverage. I discovered this by accident Thursday 19 Jun 2014 evening from a police officer friend of mine. I called USAA livid and they apologized and back dated my policy and gave me a letter explaining the mess up. I spent almost 2 hrs at DMV 3 days after getting out the hospital to get this issue resolved. I canceled my policy with USAA after 17yrs of having them once I corrected my suspension and found a policy three days later. Additionally back in April I discovered that my daughter's car that I purchased and called USAA in Jan 2014 to add was not added because they failed to do the final processing. I have had enough. I discovered today that USAA sent me a bill for the two months they didn't provide me coverage? The explanation is they would have covered any accidents had it occurred so they are owed that amount. Am I crazy for thinking no way I am paying?
I could have been arrested if I was stopped for crying out loud and they did not provide me coverage for that period. Not to mention I now have a suspension for non insurance on my driving record.

This company cancelled my insurance with no notice. They canceled my home owners insurance. They made racist comments towards me about living in prince George's county Maryland. She asked me if i even had 500.00 dollars to pay.Complaint Submitted

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BBB of Central, Coastal, Southwest Texas and the Permian Basin (Austin, TX)
1005 La Posada Drive
Austin, TX 78752
[protected]@centraltx.bbb.org
Web: http://www.centraltx.bbb.org

Consumer Information
Date Filed: 5/30/2014
Sal: Mr.
First Name: Maurice
Middle Name: Favein
Last Name: Harris
Suffix:
Address: 6305 Hil Mar Drive
Unit 4
District Heights Maryland 20747
UNITED STATES
Daytime Phone: [protected]
Evening Phone:
Fax:
Email: [protected]@yahoo.com (email)
Business Information
Business ID: [protected]
Name: USAA
Address: 9800 Fredericksburg Rd
City: San Antonio
State/County: TX
Zip/Postal Code: 78288
Business Phone Number: [protected]

Complaint Detail / Problem
Nature of Complaint: Customer Service Issues - The inappropriate behavior by customer service personnel
Problem:

We have been loyal USAA customers for 25 years. Last October my 17 year old driver was hit by another driver and sustained neck/back injuries. Although the other driver was cited for the accident, USAA is the company that has to pay for my daughter's medical bills. Eventually after she stops treatment, the other driver's insurance will be responsible for my daughter's medical bills. I began having problems with getting the medical bills from the day of the accident. Long story short, USAA has denied nearly all the medical bills we have accrued due to the accident. That state that a "soft tissue injury" can heal itself. They hire doctors that review the bills and decide that treatment is "medically unnecessary". Certainly is funny these so called doctors have never examined my daughter or spoken with her physicians. I wished they lived with her through this injury, weekly crying from pain. Depression, weight gain, unable to exercise or participate in normal teenage activities due to the neck injury. Although an orthopaedic surgeon has examined her and recommended a treatment protocol of over 8 months of physical therapy, USAA has refused to pay the bills. This has lead us to over 5 unpaid debts on our credit report, a law suit from one of the medical providers (sueing to collect for payment of the services he provided), and a possible job loss. My husband holds a secret security clearance for his job, this requires no negative debts on your credit report. He has been warned if the matter isn't resolved, he will be released from his job because he will loose his clearance. I have done everything known to man, even requested USAA have a regional manager of claims contact us regarding this matter. I have faithfully paid premiums to this company for 25 years. This company was created to serve active duty and retired service members. My husband served this country for 11 years. This company is a fraud! Do not waste your money on coverage...this is insulting to say they are serving the insurance needs of the military! What an insult...

I"m the General Manager onsite at Briar House Condominium Association located in Elkins Park, PA 19027
A resident of ours, Katherine Brylawski is the claimant (her apartment A66 is insured through USAA) Her claims rep, USAA employee known as Andrea extension 77942 is not working proactively for Mrs. Brylawski and I may be forced to file a formal complaint with Better Business. They want info from the Association but they refuse to request it in writing. USAA is telling Mrs. B that I'm not returning her calls but I have phone records proving my calls into them trying to get her the requested information. USAA rep is lying, will not give me a claim number and is not working to close the claim. Mrs. B's washer leaked into another apartment. The association is not involved at all. USAA does not need this information to move forward rectifying the claim. I"m willing to give them the info however, they refuse to work with us on this.

They had a security breach in June, but when someone used a "copied " ATM card, it suddenly is my fault. I have no idea how someone 3000 miles away swiped a card that was read as mine, but you have the nerve to blame me? How about taking responsibly for yourself. I was apalled by the way myself and this situation has been treated. Do they treat everyone this way? I can't believe that they are supposed to be a bank for soldiers, but do not uphold any values of a soldier. I know that I loved USAA but it seems when you have a problem, no one can help. The call reps are not well trained, the Executive Resolution Center Reps are rude. And if I have one more say something so asinine to me, I WILL be that ### who has something to say back. I am already upset, do not pass judgement on something I did not do, your job is to answer the phone and questions. I can not believe that a company was built with such horrible ethics and business practices, and the fact that us, the customers, are the reason you have business, maybe you should try to give a little better customer service. I also know that I will not trust USAA with a candy wrapper ever again.

I have had banking and checking accounts with USAA for a year, from what I've seen they are the worst! Do NOT open an account with, open with the Nsvy Federal Credit Union instead! I've had so many problems with this bank. from the auto insurance, which I had been paying monthly and suddenly they tried to deduct the full six months amount instead, resulting in NSF fees, and when I tried to call to talk to they about it, they gave me some stupid reason that they cannot talk to me because my husbands information has not been verified with, he's had an account with them for 4 years and now you come up with this? Are you kidding me? Then I deposited money orders (since we all know you can only deposit that way since they do not have any banks anywhere) and they placed a hold on part of the money deposited...why, you ask, because they need to comfirm the money orders. what I've had an account for a year and suddenly today I'm a suspect? And Customer service when I called asked me if I had tried my credit cards or to borrow money from family or friends!? I had the cash, that's what I bought the money orders with, why would I borrow for what I had? But if it was deemed an emergency then they could take the hold off, so if you dertermine the need you can control it? They had the ability to release it but they have the right to choose what's important and what isn't? Oh no, EVERYONE SHOULD AVOID THIS BANK AT ALL COSTS!

Besides all the complaints I see about USAA mortage, insurance, and credit cards, the most dangerous thing about USAA I find, and the reason I withdrew my application for a VFW-branded credit card is that USAA has no comprehension of Internet security. They wanted me to send a copy of my Social Security card, Driver's License, and military documentation over unencrypted email.
Several representatives swore to me that the "special" email address was a "direct" line. They just did not understand that when you send an email from your PC, unless it is encrypted with something like PGP, which requires the receiver to have a public key, then the email goes over open internet first to your own email server, then is forwarded through one or many additional servers before reaching USAA. At any of those points, the email can be hacked because a copy may reside there for an indeterminate period of time. You can check this yourself by searching for old emails to anyone--and you will be surprise what exists practically forever on the web. A well-known rule of email is never send anything that you would not want an unknown person to read.
An alternative offered was to upload it via the https USAA site, except that you cannot login in to that site until you supply the documentation! A perfect Catch-22 situation--of course the young customer service representatives had no idea what Catch-22 was.
I can't imagine anyone dumb enough to send this perfect collection of id theft material over unencryped email communications.

I was quoted a price to add my son & his car to out policy and when the payment was deducted it was double the amount quoted. After calling them I was told if I had waited 2 days to add new vehicle then I would not have been charged double for the monthly premium. The bottom line is that the rep should have told me the CORRECT amount that would be due on our next payment but instead he told me the INCORRECT AMOUNT THAT WOULD BE DEDUCTED. After spending 52 minutes on the phone with the rep & supervisor nothing was accomplished. I am totally disappointed and am considered closing my checking, savings & credit card accounts along with removing all 3 vehicles from the auto insurance policy. I even had my daughter & son-in-law switch to USAA for auto & renters insurance. I'M TOTALLY PISSED AND WISH I WOULD HAVE NEVER CHANGED TO USAA IN THE 1ST PLACE.

Many insurance companies want to engage in 'contributory' liability to minimize the payout to the 'other' party. I am the other party and USAA claimed it was a 50/50 at fault accident. I don't have the particulars at this time on what party 'A' said in his statement but initially he apologized along with his wife on at least 3 occasions. Now, I will inevitably win since I have pictures of the incident but I thought I would take this time to tell you how USAA responded to me as the 'other' party. My wife and I were parked in a parking spot with the engine off. Yes, you read that correctly. I made a claim and basically they ignored me and since I wasn't there customer they decided to throw me under the bus. I do have a good company and they will be subrogating USAA based on the notes, pictures and the conversation they had with the USAA customer. What is funny is when I called USAA (only sent with an original acknowledgement letter) the representative (gatekeeper) said based on the damages they determined it was 50/50. I never did get a call back from the supposed adjuster of the claim. What a surprise huh? So I tell the representative after he gives his sales presentation about how it was a 50/50 accident (they still haven't seen the pictures which will be a surprise to them in arbitration) that does he realize the car was parked with the engine off? He is silent. I just tell 'Larry' don't worry about it..I will proceed with my own carrier or in small claims court and I recognize he is doing his job. USAA is no different than most of these carriers when dealing with party 'B'..they are going to look at the bottom line. I just expected more from a supposed reputable carrier. Is USAA now Mercury Insurance? I understand the ways of the world. If you can't pay out in obvious situations then what hope is there for an at fault system. Just make it no fault system since USAA isn't going to do the right thing anyways. Remember, USAA didn't follow up with a 50/50 letter and also didn't even ask for any evidence I had to present. These guys were playing games on the initial phone statement. I guess they didn't like my direct statement. The purpose of this complaint..if you get hit..prepare to file a small claims court action, hire an attorney or go through your carrier (hopefully you have a deductible). Don't expect favorable treatment no matter how obvious the fault of the incident. Shame on USAA. I should think about starting my own insurance company..charge people for insurance, don't pay out to the other party if they are not at fault and then charge my own clients an accident surcharge. Nice. I would attach pictures..maybe in the future once the case is settled. You can see how the tire of the party 'A' if backed up would go straight into the damage of my car. I will be calling USAA once resolved and asking them how I got reimbursed when they said it was 50/50 :).

USAA, like many companies operating in the online banking industry, endevour to promote their product outside of online methods by offering the convenience of remote services through third-party vendor arrangements, where no brick-and-mortar facilities exist. I rarely have a need to use these options, but recently I had nothing but disappointment for each of the three times I attempted to utilize these advertised conveniences.
First, they show locations for personally completing banking transactions at local, participating UPS stores. on two occasions, I found that the listed facility didn't do such services. On a third try, I located an actual participating store (after calling USAA and confirming the location and method of execution). When I got to the store 20 minutes after my call to USAA, I found they did indeed have the capability to do my transaction but, during the course of trying to log it in to USAA, the system had been down, The UPS representative spent 25 minutes talking to a USAA "IT" agent, but to no avail, I ended up having to mail the transaction to San Antonio after all.
It chaps me to be bombarding with national advertising, promoting the benefits of banking with USAA, only to have many of those claims fail in reality.

Purchased a vehicle in 2005 with a loan from USAA. Defaulted in 2006 while going through separation. USAA repossessed the vehicle in 2006 in the middle of the night, never gave me the right to correct the situation, nor did they provide me notice of the sale. Apparently they sold it in 2007 for half the amount of the balance. I have made several requests for information, documentation, etc., but they have only provided a copy of my initial check they provided me for the purchase of the truck. USAA has been reporting this as delinquent since 2007, not 2006 and the original purchase amount, not the after sale balance.

I was involved In a major accident, and I ended up having to stay at the hospital for two weeks as I broke my leg. Usaa never bothered to contact me during the whole time I was in the hospital. Upon leaving the hospital I was told by a very ### representative that they have determined who was at fault and I was responsible for blah blah blah. You get the point. Never once did they even ask how I was doing or what l had to say. This woman was very unprofessional. On a side note, while I was in the hospital, an estranged family member of mine tried to call USAA for information. The woman she spoke to gave out information pertaining to the accident and personal things that should not have been given out. The estranged family member repeated to me everything thing she said. There was no way they would've known without calling. I called and complained that they violated major laws by doing this. She told me that the representative told her that she couldn't give my family member any information, and that I would have to call. Of ###ing course she would say that. I asked for their supervisor and that seemed to unsettle her. USAA used to be great but it has really gone downhill.

I possessed a gold master card cash rewards card for thirty plus years. I am a veteran of the viet nam conflict. I filed ch 13 sept 2007 and asked usaa if it was possible to keep my card through the ch 13. Usaa said most definitely as long as I stayed paid up. I did so. The ch 13 was discharged dec 2010.in oct 2012 usaa closed my card without notice or explanation. When I contacted usaa they said they closed the card due to my filing ch 13. I informed them that was some five plus years ago. I believe usaa has done this out of retribution for my complaining to the credit bureaus about their criminally incorrect reporting of home equity loans I have with them. I had this card for thirty some years through the ch 13 and two years pass the ch 13 discharge and now they close it without any notice whatsoever. Very professional.

Please forgive any typos.  I am working with a broken laptop.  This is the 4th time that I have typed and lost all of my information.

First round of asking for help

On 6/26/11 I walked into my home to find that it had been burglarized. I had been in and out of town, and
it is an unusual case, as the police say that someone had been living in my home. I have an insurance
policy with USAA insurance. I have been through 4 or 5 adjusters; I have given way too much information
about my life, I provided information from slavery, on all four sides of the family until now, as I was asked by one adjuster, and I have it in writing, "how could people of color afford such things" and that of my February of 2008 to help care for my mother. Janice McMillon, my mother,
passed away in July of 2008. My sister, Holly Steele and I cared for my Grandmother at home until  my sister moved
back to Michigan to work for the Department of Commerce in October 2009. I stayed in Missouri and
worked for US Bank through Kelly. After  my job ended, I traveled around. I helped my sister pack up her
apartment in Michigan and move to Atlanta, GA in January 2011. I traveled back and forth between,
Michigan, Georgia, and Missouri. In February of this year, my step-grandmother, who had lived in my home until she went to Beauvais,
after  my mother's passing (she lived in my home, un l October 2009, at that pointt she moved to Beauvais
nursing home, on Magnolia, in Saint Louis, MO)--in February she passed away. On the same date of her
funeral in March, my maiden aunt, Barbara  left  the funeral for the emergency room, where she was
diagnosed with Uterine Cancer and subsequently had surgery. She has been going through chemotherapy
and my sister Holly and I have been up and down the highways taking care of her, as we both work to
rebuild our lives. On June 26, 2011 I returned to my home to find that it had not only been burglarized, but it
appeared to have been lived in. A realtor who was selling a home down the street had a sign in our yard,
with a for sale sign, with the arrow point ng to a home down the street (it gave the appearance that my
home was for sale). At one pointt, I let the mail collect when I was caring for my aunt, and the post office put
a vacant sign on the mail box. We think that this is when thieves moved in and burglarized and trashed the
place. I have neighbors who have witnessed strange people and reported this to the police on the day of the
burglary and have called twice since to report people lurking about my home. My mother was an OCD
neat freak and the house was so torn apart that it looks like an episode of Hoarders. I had many high end
handbags, as did my mother, lots of crystal, and Jewelry. I inherited a lot from my mother and grandmother.
I have answered ques ons about my lifestyle, worked with USAA's insurance investigator; I have receipts for
over $14, 000 of jewelry that I purchased when I worked on Wall Street. I have bank statements of things
that I owned, credit card statements of what my mother owned, and copies of credit cards that my
grandmother had. I have provided pictures. My sister Holly has answered ques ons (she had to
establish that she had a home in Michigan), answer ques ons about what she received and why it looked
like I had more (I did not, Holly's things were not stolen, mine were). My mattresses have been slashed, the
fridge broken, the oven broken, thousands of gnats in my home, as USAA asked me to keep the broken
fridge, as I went through 5 claims people. I thought that I provided way too much information on. In some
instances, I have the receipts for items, pictures, and have located them on the bank statements and have
been asked to provide more documentation. My home is unlivable.  If the city came in they would condemn it, the thieves left urine, chemicals (perhaps Meth) fecal matter, and more all over the entire house.  The house was black and thick with gnats.  18 bug bombs later, millions of gnat bodies covered everything in my home, and the poison permeated everything. , and now my aunt, in
addition to the chemotherapy that she is enduring, has diabetic issues, that may cause her to lose her legs.  As an update, her leg was amputated, and she has since died.
My sister Holly and I are her only relatives. After the tornado, here in Saint Louis, I looked at my policy and
upgraded it. USAA sent a letter to homeowners advising that we do so. I think that between what I
purchased, what my grandmother and my mother left me, I had $100, 000 in jewelry...I may have had
$10, 000-$45, 000 in jewelry coverage, when I upgraded the policy, I added the jewelry on.  USAA sent a letter that do to my credit they were disallowing the jewelry coverage.  After reading my policy I pointted out to my public adjuster that this was illegal in the state of Missouri, over $20, 0000 in silver was taken - I may have had $10, 000 in
coverage, it would depend on how the multiple policies that I paid on the same residence plays out. I had a total of $299, 000 for one policy  of coverage for personal items and with damages my claim may be
between $270, 000 - $280, 000. The claims investigator is telling me everything is in the hands of the adjuster,
just get in my receipts and pictures, and the adjuster is sta ng that he must turn everything over to the
investigator first. I have spent me, that should have been spent on family and ge ng my home and life
back in order jumping through hoops. I would like to retain your services, as I have made a commitment to
Fwd: Robin McMillon--Communication with USAA Part One http://mail.aol.com/37267-111/aol-6/en-us/mail/Print Message.aspx
2 of 4 12/17/2012 3:58 AM
get everything to the claims investigator and the insurance company over the weekend. I do not want to do
this all in vain, I feel like I have been violated twice. You have a good reputa on and I would like to hire your
firm to assist me in finishing this claim.
I was contacted this morning, Friday, September 30, 2011 by another Claims Investigator, out of Las Vegas.
This will be my 3rd claims investigator assigned to my case. To date, I have only spoken to one, Kyle, and I no
longer feel comfortable communica ng with the insurance company without someone on my side. I have
had coverage with USAA since 2006, however, the day a er the tornado in Saint Louis, I updated the policy.
As you will note, I did not adequate jewelry, silver, or fur coverage,

Second round of asking for help
Details of complaint: My original policy began with USAA in 2007. Since my emails to Mary the state of Missouri Department of Insurance Regulation.  They have not been able to help much either way, to date, although USAA has retaliated, and although they have stalled, said they were too busy with other perils of nature, they are now trying to put me out on the street, although my home is unlivable, and put me out for Christmas and New Years.
They also went in and purged much of the data off of my web account, including emails and policies. all the policies have been purged. I purchased this home in 2005. At the time I lived in New York and had renters
insurance on my New York Apartment, my mother lived in the house full time I traveled with my job an I had a policy on
the house. In October 2007, my mother was diagnosed with ALS, Lou Gehrig's. My sister lived in Michigan and had a
ranch style condo covered through USAA. All USAA policies held by my sister, my mother, and myself, fell under my
dad, Ronald . My sister walked away from her job to care for my mother. During that period the pipes
burst. USAA paid her about $15, 000 and then dropped her, and her claim, stating that their was an invoice from the
cleaners that had a weight on the UNsave-able clothing they returned to her. For that reason they dropped her claim,
stating that she added an UNsave-able clothing box, even though USAA sent her the invoices. They closed her banking
account, everything. As my sister was the only one caring for my mother, she lost everything and had to declare
chapter 7. My Dad, a diehard ex-military man had USAA on his two homes and 5 or 6 cars. There was never a claim.
On February 14, 2008 I walked away from my job in New York to help care for my mother. I notified USAA. In July 2008
my mother, a nurse, passed away. I notified USAA and continued to care for my grandmother in my home until October
2009. At that time my sister got a job, as the assistant manager for quality assurance in Dearborn, MI. She did not have
much to move, as she lost everything to water and mold when the pipes in her home in Michigan broke in several
locations. Holly got a Uhaul and moved her things to Michigan. Holly has a lease, a business card, and paperwork,
from December 2010 where the moving company picked up her furniture for storage, and then where to deliver it when
she found a place in Georgia. My grandmother was 110, she loved Xmas. We left the Xmas tree and lights up from
Xmas 2010 and had a special 2nd Xmas for her and my Aunt Barbara, the cancer, in February 2011. Holly and I actually missed the first Xmas in
December, we were in Michgan packing her apartment. Lena was staying in Beauvais Manor by that time, but she
she could come for a day home as well as my aunt who was utilizing rehab to get better. My step-grandmother is in the photo below along with how the house looked just months prior to the
break in. There was a lot of sorrow. We lost my mother in July 2008, my sister Holly  paternal Grandmother
(who always treated me as a grandmother) six weeks later. In October, 2008 we lost Holly's paternal Uncle. Then in
July 2009 we lost Holly's paternal, youngest aunt, it was just too much. Holly's job was over, I came to Michigan for a
while in April, I had been working for US Bank in Saint Louis and working through Kelly Services so I was in the home
Complaint Form Email http://mail.aol.com/37267-111/aol-6/en-us/mail/Print Message.aspx
1 of 2 12/17/2012 4:01 AM
alone. Holly decided to move to Atlanta. Her things were picked up by the movers and were to be placed in storage
until she found a home in Atlanta. All this information was given to USAA. After the death of my grandmother, on the
very same day as her funeral, my Aunt Barbara Golden was diagnosed with Uterine Cancer. Literally, we left the funeral
for the emergency room. My aunt had surgery. After a recovery period she was to start chemotherapy. I joined Holly,
who was living at an extended stay hotel to find a home. She decided to find something that my aunt could stay in. I
went to Michigan with her, helped drive the car from Michigan to Atlanta, and we looked for a place for her to live. After
finding one, we returned to Saint Louis as my aunt was starting chemotherapy or had started and I was taking her to
her chemo sessions. So I was back and forth out of town a few times. I do know that in April there was a major tornado
that hit Saint Louis, Missouri and ripped the roof off of the airport and left devastation following highway 270. I received
an a letter from USAA about the tornados and asking if I had enough coverage. I really took that to heart and I changed
my policy. The primary changes were for the structure of the house, but I did add a jewelry Ryder. I inherited much from
my maternal Grandmother, my maternal step-Grandmother (she is the one who passed in February 2011) and my
mother, as well as my own things. I received a call asking if I was going to cancel the other policies on the home and
the renters insurance. I let them know that had been cancelled long ago. The customer service person indicated it was
not. USAA will not send a copy of this update. I did add $40-$45k in jewelry coverage and was still woefully under
covered. I received a letter stating that due to my credit history, which took a traumatic hit during my mother's illness,
the policy was changed. What I did not know was that I continued to pay for 3 policies after USAA was told time and
time and time again. After the report of the theft, I was under investigation for 6 months. I was never notified officially
and I cooperated spending time, that I was told that I would be reimbursed for, due to my cooperation. I was paying out
of pocket for everything. I sought assistance and got a Public Adjuster Inman and Associates, who have been a sad
disappointtment. It has been 18 months since my claim. Missouri law and my own policy have not been followed. Since
USAA does not give money back, but gleefully took it and continues to take it, then I should have additional coverage.
As credit score cannot be utilized in Missouri, my jewelry Ryder should be acknowledged. USAA has had a spreadsheet
of stolen items for 6 or 7 months. The public adjuster and Chris Kelley are still ambling around on the dwelling. This is
my claim and I want to replace my stolen items. I would like my ALE that is due. This company has put such a financial
strain on me that it has taken it's toll on me, my sister, and my aunt, who passed away November 19. Additional family
members six of seven have passed away during this time. Our Aunt was our mother's older sister. I do not want to
spend another Thanksgiving (which ended up being a trek to get my aunt's body. Medicare wanted to know after her
amputation that she had a place to go (prior to all of this she lived on her home). Barbara had too many steps to return
to my home and it has been 18 months and Josh Newton is is charge of stolen items. It has been 18 months since the
theft. The criminals were living in the home, they defecated, urinated, stole the motors or some workers from all 3
fridges in the home. Since it took USAA 3 months to come to the house it was filled, like a horror movie, with millions of
gnats. Over 18 bug bombs were set off, there are gnat bodies and poison in everything. The police found tons of
medicine boxes and pots with stuff stuck in them, I was told my home was possibly used for meth. ARRS the
restoration service deemed almost everything as unusable. Now USAA is questioning ARRS and there has been no
movement on the home. Furniture that was in the home was broken and almost ALL household items placed in the
garage. The gnats are back. If items were save-able, they are not know. All furniture in the home down to the dishes
were purchased new when I bought the house for my mother. Her partner and fiancée had died and this was a new
beginning. The only things not new, were the dining room set, the master bedroom set and the 2nd bedroom set and
one television in the basement. All other furniture was purchased in 2005 along with the carpet for the basement.
Except for the china, all dishes, mixers, toaster, microwave, pots, pans dinette set, living room furniture, basement
furniture and patio furniture were new. As well as all decorations. My grandfather fought in WWII, the Korean War, and
the Vietnam War. There were many heirlooms that he sent home. I had photos and I had to show what I inherited
verses my sister. There was much silver, Waterford, and Japanese ivory and such, there are pictures of the items in the
home, and I had to account why I had photographs of the items and the photographs were clearly years old. USAA has
put me in a financial bind. I could loose this home. I want to know why we cannot work on replacement of theft which is
what I asked for from day one, the house really needs to be gutted, disinfected and fixed. I need to know how much I
have in coverage since I was paying for 3 policies. I have read the policy and found all the breaches, not Inman and
Associates, my public adjusters, they seem to be inept. I am begging for any assistance as rules in my policy have
been ignored, Missouri law, and it is 18 months, this is crazy. I don't want to live in a hotel anymore. I want funds
immediately for replacement of stolen items and a clear answer of how much coverage I have since I was paying for 3
policies up until 6 or 7 months ago. I will email all information instead of attaching it. USAA has been busy since I
contacted you purging documents that have been on file since 2007. I believe Josh Newton may have gotten rid of
everything with his name on it. I had American Greeting and Carlton Ornaments that were broken, the dining room table is damaged beyond repair. There is fecal matter, urine, chemical, and millions of gnat bodies over every surface of the home. The home is not inhabitable. The last two photos are the home prior to the theft. I need help. I have unlimited dwelling and USAA is trying to put me out over the holidays.

I was a member of USAA for nearly 23 years. I have moved all my accounts to a credit union and my insurance to Liberty Mutual. Customer service at the bank has steadily gone down hill, and is terrible. They are grossly understaffed. Long hold times and lots of transfers are very common. Get read to put it on speaker phone. You will have a long wait, more than likely They don't pay claims. They don't grant loans. I am told they are particularly bad with mortgage lending. I bought and financed several autos with them. I have had several credit cards with them and in recent years checking and savings. I have closed insurance, checking, savings, loan and will soon terminate my credit card. They are a stuffy, understaffed bank, run of the mill, in Texas and my guess is they will be bought eventually and even if they are not, you can do much better. They are just not what they once were. Do business with a good credit union. I have. You've thought about it more than a few times. Do it today. Don't put it off a minute longer. Leave USAA.

I have had USAA for home owner's insurance over 12 years and NEVER made a claim. I just received a letter stating that my rates will be increased by almost $700 per year. This is ridiculous! I have tried to remain loyal to the company as I also have them for auto insurance. But, I feel they are gouging customers who have paid faithfully, never filed a claim and who do not live near the beach. I am very disappointed with this company at this point and will be getting estimates from other companies.

USAA is terrible! If you have to deal with them for a mortgage, don't! The mortgage processor and the underwriters act as if it's their money. They don't not return calls, emails and so you never know what's going on. We were constantly asked to send them documents that they said they received. I believe the mortgage processor kept our file on his desk and didn't do anything with it for days. The gov't needs to step in and stop the military soldiers and veterans from using this bogus company that is screwing the service members and their families. Had I seen all the complaints that I've seen in the last week about USAA, I would have never dealt with them!

I wish I would have found theis board before I experienced thee exact same theing theat everyone else has. When was my closing date you may ask? Friday July 20the, it came and went, and I am now out of contract, and have 10 days to find a place for my family and pets to live because USAA mishandled thee entire mortgage process. The day before closing theey were still going back and forthe therough thee 3rd party vendor reviewer and thee appraisal and all of a sudden found a lower comparable put it in thee report and said thee value of thee home dropped 16K from thee original appraised value, and theey couldn't loan thee amount of theee sale. REALLY? NO one botheered to call me, I have been following up withe my loan processor every otheer day making sure we were moving in thee right direction. This has been a nightmare. I have used Wells Fargo to purchase 2 previous homes, and can't believe I trusted USAA. I was told my a mgr at USAA on Friday theat I should start proceeding withe anotheer lending institution for my own safety, as she didn't theink theis loan was going to go therough. I was told it would take 2-3 weeks to get anotheer comp reviewed even therough it took less thean a day for theem to therow one in theee day before closing to drop theee home value. I theink it is a scam, and I theink it is to make sure theee bank loans less money on a home theat is far over value. I went withe USAA as I trusted theey took care of theeir military members WRONG

Wow...I should have read these comments before staying with USAA for over 20 yrs. I recently found out the customer service award they continue to advertise about is only on the surface. They used my USAA loan against me to prevent refinancing my home. After thousands of $$ in premiums over the years, I've never filed a claim with USAA. The loyalty only appears to be on the part of their clients. Beware & do your homework - they are a business like all of the others.

They have a fraud dept that does nothing when obvious fraud occurs, they are complete idiots. It is christmas eve day and zero notification from the bank I have used for almost 10 years that my debit card info had been compromised. Two identical charges made in california at a shell station and I live in tx but no one notifies me or tells me anything. Spoke to fraud dept just now and they basically said “too bad” and then tried to blame the fraud on me because I used my debit card locally here in tx”. Really? And I will not have access to any money now for up to 10 days until I get another card. Merry f* christmas to my child when he won’t have gifts.