USAA
reviews and complaints

I was hit by an insured party of USAA, she was backing out of a driveway, she admitted fault to USAA. They have delayed, asking for a second inspection for both of our cars. They continue to elude any type of reconciliation with my car and they still haven't resolved liability even though she told them she hit me. It has been 2 months. I use this vehicle to do my hospice care work and I need it repaired.

I called to get information and spoke to Rene Medellin who told me three different stories as to where my documents were. I work for a mortgage co and needed flood insurance to be sent to me for my client. He told me the client did not pay for it, then he told me they did not get the signed form, then he told me he has the signed form. I said this is the reason why myself cancelled my USAA policy as you don't get a straight answer and what he did next infuriated me. He hung up on me. How is this helping the customer. I then called his extension and he would not take the call. I was told no managers were on duty. Unprofessional.

As a veteran I requested an auto insurance quote from USAA so that I could lower my current monthly cost for insurance. Their site quoted a rate that was reasonable and lower than my current monthly expense. I was told there would be a one time fee of $35 added to the first payment, a setup charge. When I got my bill the monthly amount was $30 higher than quoted. When I questioned USAA they indicated they moved me to an accelerated payment cycle, 5 months to pay instead of six, which increased my monthly cost over what I had been paying at my other company. My complaint is that I should have bee told of the real monthly cost, not have them just make the change without any notice. Had I been informed of the true cost monthly I would have probably stayed with my old company. This seems like a bait and switch tactic and I will report this to the Delaware insurance commission. I am deeply disappointed in USAA and will look for another company when my six month policy is to be renewed.

My husband and I applied for a mortgage from USAA.  We were assigned a mortgage processor who made us feel as though we were more of a burden than a human being and very unworthy.  She would frequently lose our documents causing us to resend them 3+ times.  She would never keep us informed of the status of our loan.  She typically would contact us on Fridays between the time of [protected] therefore not affording us the opportunity to contact her with questions due to her getting off from shift at 1700 and with the weekend coming into play.  She has no idea how to handle National Guard documents.  She asked us twice why my husband's LES doesn't reflect BAS, because he is a traditional member.  You would think, USAA employees would know this.  I had to explain how the National Guard works not once but twice. 

We were denied a mortgage loan.  I proceeded to speak with the mortgage manager and he repeated more times than I can count, that "a reasonable person" cannot have two fulltime jobs.  Military families, especially dual military families, are far from the typical American family or "reasonable person" as so heavily stated by the mortgage manager.  My husband and I are both in the national guard but in two different branches. We just completed 3 back to back deployments to Afghanistan.  Three back to back deployments!  My husband ended up getting injured in Afghanistan therefore I took on two jobs.  I supplied everything the mortgage processer requested each time she decided to grace us with an email which we would conveniently receive on Friday afternoons right before her shift ended leaving us no time to contact her.  We left her several voicemails also, with very limited responses back.   I gave pay stub after pay stub therefore proving I had two jobs but the manager would only consider the income from one job because "a reasonable person" doesn't have two jobs.  We are very disappointed with USAA and the way we were treated.  We did some research and found out this same situation happened to 3 other families which leads me to believe these actions could be discriminatory.  

I thought USAA was here to help military families, not make them feel unworthy and unimportant.
  
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Usaa needs to be put out of business for the way they treat veterans and thier families. Someone needs to really take a look at these complaints and do something about thier behaviors or the lack there of. I am a veteran trying to get car insurance on vehicles that are now paid for. Guess what i paid them both off via usaa. I will admit i have missed a few payments because i lost my job but that is no reason to pentalize me for it. The premum that they want if off the scale...! I cannot believe this is happening to me. I have went to war to protect this country and this is what i get...Its shameful and uncalled for...We should boycott usaa and see where they would be without the veterans and thier family members!Boycott...Boycott...They cannot survive without our business...Who is with me?Usaa should be put out of business...

I am a 100% disabled Viet Nam vet who used USAA for all my insurance needs for over forty years, because I had believed when they claimed they supported us veterans. Having served three tours in Viet Nam, I reaped the full benefits of being shot twice, Agent Orange, and spent eight months hospital time. Thirty-three years ago I had a home, contractor-built, and had it insured with USAA. Over a thirty year period they routinely inspected the home finding no faults but continually raised my coverage due to inflation. Then three years ago, they re-inspected my home and found so-called major design flaws in the electrical, heating and structural areas which to me were completely unfounded, since no changes or alterations had been made to the home. Thus, after paying them for 33 years, I changed insurance companies as the people who claimed to offer such excellent service proved to be absolutely useless and deceptive. The new insurance company found nothing wrong with my home and gave me a rate fee almost the same as USAA. Every time I see the USAA ads stating they support vets, I feel it should be changed to "WE FEED OFF VETS!" USAA conduct is comparable to "Uncle Abe's Atomic Used Car Sales". Bend over and grab your ankles. RatPack6

All Vets, Active duty and family members please hear this warning. Drop USAA ASAP! This company will drop you with no remorse and no reason. I was recently informed that USAA will drop me as of Jan. 31, 2015. I am a disabled Vet. who has been with this company for 33 years paying their ultra high premiums ($300 per month for two old used cars with a book worth of less than $15, 000 total). They are dropping me because they made up claims on me: first, I broke down with a water hose bursting, had my car towed and paid for all repairs this is a claim according to Carmen D. Ermis, P&C underwriter... second my truck overheated, had it towed paid the entire bill out of pocket and this is a claim according to Carmen D. Ermis, P&C underwriter... my wife and I separated and USAA told her to separate the policy, hers in KY and mine in TX, her son had a wreck in KY and USAA put it on my policy and Carmen D Ermis, P&C underwriter says it is my fault, me in TX and the accident in KY by the child of my separated wife, on her policy. Carmen D. Ermis, P&C underwriter told me, numerous times, that USAA considers these to be my fault and that since they (USAA) wrote the roadside incidents up as claims it is far more likely that I will have an accident and that they (USAA) can't charge me high enough premiums to cover me. She, Carmen D. Ermis P&C underwriter, continued to tell me that these claims were ligit even though USAA did not pay a dime on my cars. She, Carmen D. Ermis P&C underwriter, said USAA had costs for their processing of a claims on these events even though I never asked for a dime from USAA.. If this woman, a rep for USAA, no a P&C underwriter for USAA will gladly drop a disabled vet and client of 33 years for bogus claims never paid by USAA they will drop you and/or your family member for nothing as well. Please, heed my warning and get insurance from a more reputable company (State Farm, Nationwide, anyone) but do it before USAA drops you for roadside assistance and bogus claims their people, like Carmen D Ermis P&C underwriter start on you. Trust me the hassle, money and problems this causes are horrible, costly and lasts for years! Please, do yourselves a favor and get another insurance provider before you go through the hardship, loss and financial damage that these people will gladly put on you!

After paying insurance for years, homeowners, personal property and car I have a fire at my home and off the back problems with USAA. Rep comes out and gives me a folder saying it will explain the process yada yada yada. Now I just had a fire and everything that belongs to my deceased husband who had a service connected death was inside of ruined. So to say my mind was not really there was enough but when I get around to reading what was inside I was lost. All that was inside was two pages with my deductible info and a sheet for Auto Insurance. Nothing about the process for HO. So first they say I don't have personal property because I changed for lower rates with my auto. They basically said I no longer had personal property because those were together. I know for a fact when I purchased my home I'd requested for my PP to be added into my HO because I have a multi family. In the end I was told in order to get any info on my PP I'd have to get a subpoena for them to release the information. Just goes to show that they didn't want me to have the information on what I was covered for or not.

I'm waiting months (3) before I even see a check for the fire and on top of that Bank of America kept sending them back saying they're not written correct or they needed more info from USAA. I'm calling USAA to find out what's going on and finally get the checks sent correctly, fire was in Aug didn't get checks until end of Mar. Now I'm dealing with BOA and their inspectors, several times they sent out inspectors but they had to send out another because the one they sent didn't do something or were no longer working with them. Add on top of that the five to ten business days and time is flying past with little funds to get work done. So here it is the house USAA placed us in the lease is up and we're homeless because the work is just now starting.

It's like splitting hairs to get the disbursements from BOA to keep the work going. In the mean time USAA drops my HO saying because the works not finished. I can't get insured because the works not complete and they still have my claim for my PP open but refuse to payout. I call USAA and they say my claim is still good and to continue the work. I get almost finished and BOA sells my loan, just great. New company says they don't have the funds so of course I'm calling BOA and USAA. Can't reach USAA for months but I finally get new the company on the line with BOA and get the funds. But of course the funds are short over $100, 000 short.

When I finally get in contact with my rep at USAA he says he's no longer in that department but email him pictures of the work. I do and it takes him over a month just to tell me he can't open the pictures so I mail him a disk. I'm pissed because I feel like he's not working my claim and ask for info for the new Claims Manager but he never responds. Another month passes before he responds saying he needs to send out a USAA rep to view property. Then he takes vacation and I'm back in the dark about what's going on. I'm calling the number he's left on his VM but it's not in working order so I wait and continue to call him.

When I finally reach him he says I need to send in receipts. Now this is my first claim, I've never even had an auto claim so I don't know the process and he only gave me info on Auto Claim in the packet he gave me. This is baffling because I was never told to keep all the receipts and the ones I had many of them were unreadable so I mail him everything I have. When USAA dropped my insurance he never mentioned anything about the receipts then either. I'm emailing him to find out if he's received them and nothing, mailing letters, nothing. I've certified mailed my rep, Presidential Department, Claims Manager Supervisor, Claims Manager, any and everyone but still have not heard anything back. I've mailed them so many letters it's beyond ridiculous. I finally contact the Missouri Department of Insurance and waiting again.

I'm at the end of my ropes and still I don't know what to do to get USAA to pay the claim besides wait. I think this is total bs when I've paid them now they don't want to payout without me having to get a lawyer. Between USAA and BOA I've learned a great deal about the fraud that goes on with insurance. The fact that they can just not respond or take forever and a day to tell you anything is sickening. Any ideas on how I can get this problem solved I'd appreciate it.

Dear Maj. Gen. Josue “Joe” Robles Jr,

USAA provided Renters Insurance to our Tenant
and we have made repeated efforts though your claims department to cover the
cost of Medical bills for our cat due to your tenants negligence in allowing
their dog to get out of their kennel and attack our cat.

We where more than reasonable in our attempts
to collect only part of what it cost us to care for our cat, moving forward we
will demand payment for everything that our state statute allows.

We have received your settlement
offer of $2, 800.00 for the over $5, 400.00 of expenses incurred. We are being
reasonable and we feel USAA is not. We understand that as an Insurance company
you need to reduce your losses and evaluate all claims. However USAA's culture
of foot dragging and asking for additional detail to prolong the expenditure is
not a good model for customer relations. When a client specifically asks if any
additional information is needed and they receive a No from your
representative, this behavior borders on trickery and deceit.

Sending an Offer Via Email with an email
account that will not process incoming email is also deceitful. If another
means of reply is required then it need to be stated UP FRONT.

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I have been a USAA member since 2001. My wife recently had a vehicle collision with a deer while on her way to my SLC graduation. Our 2013 Honda Pilot had some damage and required for the truck to be repaired out of state due to the trip. We got a rental vehicle for the 6 weeks that took to repair our vehicle. After our vehicle was repaired we come to find out that USAA only paid $900.00 out of $1, 400.00 of the car rental bill. I call them a number of times to see if they would cover the remaining portion given the fact that for the past 13 years I had been accident free, well I guess that was to much to ask. They denied the request. Well I went shopping around for a new car insurance in which Geico surprised me with their military rates, way better than USAA, so I canceled my policy and went with Geico. My hole point is that USAA would rather see me go than to help their long time customers over $400.00. Well I come from a family with several military members that have USAA, that's going to change soon. I will never go back to USAA, not until they realize they are not about military families anymore but to getting our pockets and see dollar signs in our foreheads.

I have escalated my claim to the manager and have not heard any updates. To think that a collision repair claims to inspect the vehicle and test it and so many parts are missing and so many errors done. I'm not sure if my life is not at stake on the road, the car already headed with smoke after the repair, God knows what is next. Usaa insurance is just standing by letting the repair shop do as it pleases. How can you stand behind a repair and call it safe. This gasket that is missing, was in the vehicle prior to the accident and it just vanished causing water to leak into my spark plugs. The repair shop simply says it wasn't me and the insurance company just go with it. Its called CYA, and the vehicle owner is the looser. They probably threw it away like they threw away my keys. But who cares it's their word against mine and they are the professionals. Shame, shame, shame
I am not ale to load pictures because they are too big but would like to send them any other way. Please help me make this right!

I just got off the phone with USAA after being transferred all over the place trying to see in my mother was eligible to receive a better rate insurance through USAA, just like they say in the TV commercials. My father joined the military during WWII and landed on the beach at Normandy France. Lived through it after serving his military time with the ARMY.
He lived through Normandy beach but my mom doesn't qualify for Insurance? WTF . He dam near gave his life for this country and cant qualify for USAA military insurance. See the thing they don't tell you in the commercials is that you also need to have been a ASAA member sometime before he died to allow my mom to be eligible.
Now after reading all of the stuff in the forums, Im glad we didn't qualify for their shoody insurance and willingness to drop you because the barametric pressure changed or something.

BEWARE of these scammers USAA is terrible.

My mother passed away in November of 2013 and had named me as the sole beneficiary to her two IRAs held at USAA - I was also the sole beneficiary of all her assets which included a investment and a bank account at USAA. USAA accepted all of my documents listing me as the Appointed Representative of her Estate and as the sole beneficiary of the accounts and transferred
everything to me as I requested - including the $250, 000 insurance policy - EXCEPT they are refusing to release the IRA accounts. They are claiming that I must FIRST open two brand new IRA accounts that USAA to receive the funds and then I can request those funds be transferred out of USAA. They are absolutely, 100% wrong in this position - they cannot require that a beneficiary open new accounts, which binds them to legal agreements with USAA as a customer. I was a customer of USAA since birth (my
dad is USAF general) and left in 2012 because of their customer service issues. I refuse to open any new accounts with USAA or enter into any legal agreements with them.

I caution any of you out there with USAA accounts when making your estate plans - USAA will compliant your estate for no reason other than to frustrate the beneficiaries SO much that they give up and keep the funds at USAA. This is a common, disreputable
and illegal practice in the securities industry.

I am in the process of suing USAA to release the funds – as I did actually submit a fully filled out account application for new accounts, I just marked all of the legal binding sections as “I Do Not Agree” so USAA rejected the application. I have submitted complaints to my state’s Attorney General, FINRA, the FDIC and the SEC. I will prevail, however I want to make sure that others are aware of USAA’s disreputable actions.

A common theme among USAA customers and compliant – I used to LOVE USAA and then in 2012 or so they stopped all customer service… They are not the company I grew up with any longer.

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

Your complaint has been submitted and assigned the ID [protected]. For your reference, a copy of your complaint appears below. You will also receive an email with a link that you may use to view this complaint.

The complaint is being handled by the dispute center listed below. Please contact them with any questions.

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.