USAA
Reviews and Complaints

USAA employee Vanessa fraudulently took $15,500.00 out of my account. She poor and unprofessionally handled my claim. Vanessa is not trained to work with any claim and should immediately be removed.

This caused a problem for my disabled daughter who could not used her money to purchase seizure medications over the weekend. My daughter life is in danger/ I cannot purchase gas, food, or other items needed.

Garrison Casualty and Property Insurance, authorized to transact and issue coverage in the State of Texas, have been extremely negligent in processing my latest claim. It has been over 45 days since the initial submission of the claim, thus, the company has violated statutory provisions which are regulated by the Texas Department of Insurance. Despite numerous complaints, contact requests, and warnings of litigation, the insurer continues to neglect their insured.

We are a car repair & sales business. We recently repaired a car for a USAA customer. The cost to us is $10,907.00. All started on July 9th. We have gone round and round trying to get paid for this. They told us they mailed a check to the wrong address and would re-issue. Now they say there has been no check re-issued. Everyone that we call says to call someone else and then they transfer the call & it hangs up on you. Terrrible customer service. Nobody is willing to do anything to help

CC:
Surprise Police Department
Consumer Financial Protection Bureau
Better Business Bureau
Office of the Comptroller of the Currency
Federal Deposit Insurance Corporation
Federal Bureau of Investigation
Office of Thrift Management
Complaint Board
Social Security Administration
AZ Attorney General
TX Attorney General
Elderly Law Group
AARP

This is just a follow up to the report I filed on August 17, 2023 since I have not heard anything back from USAA at this point and it has been a month.The above are the other entities I have files complaints with so far.

“USSA “PLEASE PLEASE stay away from them they are NOT GOOD . I was in a crash on FEBRUARY 18.2020 I’m still trying to get my Damaged and Medical paid. I have a lot of Damage Done to ME (Blood Clot in my left lung) broken (Damaged FOOT) bones spurs on Neck down my Back ………….and so much more (I’m just Done ,in Pain ever Day ) and today again the don’t want to pay really they over Me $75.000 but I have to pay all the Bills it made me CRY my Life is no JOY anymore!Please find you a BETTER INSURENCE Company someone that Cares about YOU and the Victim PLEASE 🙏🏻🙏🏻🙏🏻🙏🏻I pray don’t make them RICH they do not deserve that. If you got any questions, please don’t hesitate to ask I have nothing to hide. I will answer.

The usaa bank refuses to provide a written criminal disclosure as required by federal law in criminal identity theft with multiple illegal visa credit cards established without the claimants permission or authorization

Usaa is required by the victim of fraud and identity theft to terminate all illegal visa accounts immediatley!

The claimant received a telephone contact by a

Usaa senior bank auditor on march 3, 2022 and the horrific financial attack must provide closure within three days or my attorney will file a class action lawsuit

Keith carlton cutler

Po box 115

Moore sc 29369

My name is David Scott... last four 2254. I filed a claim on July 19th for water damage to three rooms in my house. The 'was USAA has been non-existent. No inspector or aduster was ever sent to the scene. The only help USAA provided was to recommend gettiing a plumber to fix the leak. Thanks for that tip.

My wife and I are 82 years old and have been put through hoops to jump thru since the claim was started. Please read the file compiled for claim #34. I hope it provides some insight as to the flawed process. I guess I'm going to pay the bills myself and think about how to proceed with USAA going forward.

I filed a claim over 30 days ago and it was 3 weeks before i heard from my adjuster...After contacting the manager i heard from her also then my car was placed with a collision repair and has been there oalmost 3 weeks after they first sent them an approval to work on it then took it away and started an investigation after i gave a phone diposition and now thats been over a week ...Looking at a total of 36 days so far and nothing is going on with my car ? i am a disabled veteran who has a garage that was partially blocked by maintenence blocking the entrance to me parking and i scratched my car on the sides and backed into the entrance door frame and broke a plastic taillight cover...Gave pictures of the blocked entrance and contacted management the day of occurance...This is ridiculous to have a simple claim go weeks with no action and without this being addressed !

I am writing this for my 92-year-old mother-in-law. She is trying to update her payment information but because she has no cell phone or email address, they cannot help her. She asked to speak to a supervisor but because they could not authenticate her, they wouldn't transfer her. After about 45 minutes of trying to get Peach to understand that she is old she finally said she could send in her government authorized id and someone would contact her to help her. The strange thing was that even though they couldn't help her, they could take a payment over the phone. Does that make any sense. Why did it take her over 30 minutes to bring this up. What if she was stuck on the road someplace with her car broken down. How would they help her. That is age discrimination and should not be tolerated. The whole family has been with them for many years, but I am not so sure I can stay there as I approach old age. This happened today 9/1/23 around 8pm.

I was informed that my checking account was in the process of being closed starting Aug 14th 2023 for Fraud, two checks were deposited into my checking account this had happened before back in 2019. I was a member for 17 yrs with USAA and had nothing to do with this my Social Security was deposited into my checking account and I was informed that I would have to wait 60 days.

I have spoken to various personnel in the Fraud Dept in reference to this issue, pertaining the fraud, a review was put in and they were not going change their mind on the decision which was no fault of me I had nothing to do with it. The policy of having to wait 60 days is unfortunate for people who may bank with USAA I am one of the lucky ones all I am asking for is to have my money sent back to Social Security and deposit it into my new account.

In the last few weeks I have received 5 letters with some one else's name, but my address. No one but myself and my son live at 1508 S Birch. The names are Tyler Bliss LCDR NOAA

Thomas Connor LCDR NOAA

Steven Jones LCDR NOAA

Michael Hunter LCDR NOAA

Michael Hunter LCDR NOAA

I do not know these people so if you could do something on your end I would appreciate. I would assume they are scammers because this has been happening since 2020. I have sent back several stacks of mail only to have post office deliver them back the next day.

- The panoramic roof on my car was cracked by a rock on July 1, 2023.

- I filed a claim with Safelite Glass, USAA's 3rd party provider.

- Safelite sent my claim to Sunroof Express because it's a roof.

- I am getting the run around from Safelite/USAA. Safelite/USAA says my

OEM glass was approved on 08/15/23, but the additional 3rd party

company that has to order the glass indicates they have not received the

approval

- inquires to Sunroof Express (who has to approve the claim) come back

with “waiting for approval” and while Safelite/USAA says the Sunroof

Express approved the claim on 8/15, Sunroof Express still indicates they

are waiting for an approval

- It is now 8/21/23 and I still don't have my roof fixed and there is no one to

resolve the issue.

- Sun Roof Express and USAA/Safelite need to talk to one another about

the approval and then send the approval to Penske auto to order the

glass and schedule the repair.

My name is David Calvert

I’ve been with USAA for about 41 years

My wife and I have been making deposits into USAA checking account, about seven years ago we were writing checks, and one of the representatives with USAA suggested that we start transferring the money because we were writing a check originally from another bank, even at that time, they did not put any holds on the checks. So I believe about three or four years ago I don’t have the exact date we started transferring the money from one bank into our checking account with USAA. The reason that we have to use another bank called Equity was because USAA does not except or have the availability to except a LLC, and since our checks are made out for the LLC from a government agency , we have to then either write a check or transfer the checks to USAA, starting about 2 1/2 months ago. I’ve had to call up because they’ve been putting a hold on part of the funds while I understand it if I got a check from a individual they may have to put a hold on the check or part of the monies , but when you’re transferring from one bank to another bank, that should not be a problem and especially since we’ve been doing this for at least a number of years, we didn’t just start up a month or two ago transferring this money. For lack of another term this would be like getting a paycheck put it in into your account and then not being able to use the funds in their account fully because they’re on hold Each month for the past 2 1/2 months this being the third month I’ve called up and they’ve release the funds with no problems. What I’m trying to resolve here is I don’t want to have to do the same thing every single month I wanna go back to where it was when I transfer the funds from the bank that they’re automatically available to me to pay my bills . I would appreciate your assistance in getting this resolved again. My name is David Calvert. My phone number is [protected]. If there’s any other information that you need to help resolve this problem, please let me know thank you in advance for your assistance.

On 4/28/2023 I was hit from the rear by one of usaa‘s insured drivers. This has been a nightmare. They are blaming everything on the mechanic saying he sat on my car and didn’t do anything which is incorrect and has been proven. They don’t care they won’t cover my rental. I now owe $1500 on a rental I was told that they would cover. This is the worst company I have ever worked with in my entire life! It’s like the adjuster, byron, took it personally, and did everything in his power to deny my rental. I called managers, I called escalation department, I sent emails to every single board member and president and vice president, etc. The four months my vehicle has been at the shop. I have called usaa 152 times to try and resolve labor issues, missed parts, a rental extension, this has been a nightmare! My vehicle has been in the shop for over four months and I have an invoice for 130 days of lot fees because my car sat at the shop and that is $100 a day. Nobody go through usaa for anything! Take a look right above this post they have over 400 unresolved issues and complaints, and only 90 resolved. Usaa do better!

USAA is an automated only insurance company, but they don't advertise as such. If you want to speak to a person about a claim, they make it virtually impossible to do so. From a regulatory perspective, they have a phone number, so they seem to be OK by State Insurance laws, but that's only a State perspective. On a Federal level, you don't get FinCen fines because you're doing things correctly. FinCen is a criminal investigatory agency and USAA paying FinCen fines is telling about how chaotically they operate parts of their business. The business model for USAA is to provide a phone number, but only a general number. When you call the general number, it's phone trees and passing the call between various departments. Eventually the stalling tactic USAA employs outlasts your time available, and you give up on getting the claim paid, which is of course why USAA will not provide a consumer a direct phone number and email for corresponding on a claim. Sears - the retailer -went bankrupt because the retail industry presents many challenges, and the Sears leadership met the challenges poorly. It wasn't fraud, it was just mis-managed. I fear that is what awaits USAA, as they are terrible to work with on the phone. If that lack of knowledge and confusion via phone reflects what is going on at HQ, then bankruptcy is likely the only way to get rid of the folks in charge and put in place folks that want to run an insurance company, but competently. USAA is not even trying - it's more like a ponzi scheme inside of a boiler room operation, and if too many State Insurance Agencies show up at their doorsteps, it's the end of the line for the intentionally incompetent management. Providing a phone number that works - you would think - is something regulatory agencies would get after USAA about. But as of yet, they haven't. If states ever require insurance companies to staff the phones with agents that know insurance, USAA is toast, as none of their phone folks I've spoken to know much of anything related to policies. It's all segmented departments, so you can't get a full and complete answer out of any one of them, because noboyd there is trained to understand fully what insurance is and how it works. Everyone has their one bit of knowledge and then they pass you on to the next employee - it's like putting together a 1,000 piece puzzle. It's not fraud, but it's certainly seems like a boiler room operation to me...