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USAA review: Vehicle storage issues

R
Author of the review
10:33 pm EDT
Featured review
This review was chosen algorithmically as the most valued customer feedback.

First of all, a big ‘Thank You’ to John at USAA for his patience and determination in helping me resolve my vehicle storage issues within his capabilities 👍🏻👍🏻👍🏻

On the other hand, I have experienced some problems with my vehicle storage expiration especially since talking with the previous rep on April 27 for more than 1:20:00. Because of technical issues with verifying my membership and not having access to my U.S. phone number from overseas, I even made a special trip back to the US to deal with this issue in April 2024.

Just a few days ago, I received my usual notification of upcoming insurance payment through auto withdraw and noticed it was the higher rate (vehicles not in storage) which I thought was already resolved. So, John told me there is nothing he can do to correct the charge for June but can certainly correct the storage dates reflected in the system to show they are in storage until August 31, 2024 (when I plan to return to the US).

Through no fault of my own after due diligence, I’m being charged the premium without the storage discount for June; this happened for the four months I was out of country last year and the reps could not discuss the issue with me bc I did not have access to my U.S. number to receive the six-digit security code through text message!

I have documentation proving the vehicles are and have been in storage and our passports showing we have been out of country, but those don’t seem to matter in the end.

Please consider this issue the next time you have meetings about customer complaints and satisfaction as I have been a faithful member for 23 continuous years.

Recommendation: Please be aware of the storage dates and the possibility that not much can be done to go back and correct payment amounts once they are made. Likewise, do not just ‘take it in the shorts’ as a loss. If the error was truly through no fault of your own, stand up and submit you’re detailed complaint and require a response.

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