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USAA Complaints - Scam and cheating!

Review all USAA complaints

USAA

Posted: 2007-12-28 by Greg H [send email]

Scam and cheating!

Complaint Rating:

Company information:
USAA
San Antonio, Texas
United States
Phone: 1-800-531-8111
www.usaa.com

I had insurance, and currently have Banking, a auto loan and Credit Card through USAA. In the past I was not the best at paying my Insurance on the exact date that was posted. But I did always pay them in full for what they wanted. Never had a problem until earlier this year when they decided that because I was not paying them in full. (Witch I know was my fault.) That I can no longer have access to my Bank, Credit card and Auto Loan online. In fact now all I can do is call them and wait for 30-40 min jsut to get a account balance. Since then I have taken my banking els wear. But what the hell, ok I understand the insurance and such. But I have always paid everything... especially the insurance before then policy period ended. My COMPLAINT here is why am I being treated like a second rate customer.

Comments

United States

Auto Insurance & Loan

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Comments

342 days ago by Nancy Flynn [send email]
The same thing happened to me. But they also will not allow me to open any new accounts or add or change my INS. I ask then why and they said it was because I filed bankruptcy in 2001.

323 days ago by Former Insurance Adjuster [send email]

We had almost the same issue with them. We had been paying our insurance for 6 month periods. Last May, our bill was due on May 18. I called them and told them that we would pay on May 30. I paid the entire 6 month premium for both renters and auto together. My policy was due for renewal in November. When I went to pay me 6month premium in november, I was told that I now had to pay for the entire year. When asked why, I was advised that they had to send a letter in May. Keep in mind, my policy never cancelled at all and I have been a member for 10+ years with multiple products with USAA. Well, we switched to another insurance company because they refused to work with us. Apparently, they renewed the policy anyway and charged us for another month of premiums. One day we went to get online and were locked out of the online banking because we had a bill of 48.00 from the insurance. We called and asked what the banking had to do with the insurance and how could we pay a bill we did not even know we had. We could not do any deposits online and had some money to deposit. It was so frustrating and I do not agree with how USAA shares it info across the different companies. If I owed money to Allstate, I would not lose my banking right with Wachovia so how does USAA get away with crap like this?

304 days ago by Paula Bonaparte [send email]

Here's one for you. USAA had been "dinging" for cancellation notices (w/them for over 15 yrs). However, they kept accepting my money for premium amounts. Some representatives were really nice and advised me, you can just call when you're going to be late and it will be ok. So, I did. Darn near every month from October 2007, I was sending in no less than "$500" up and through January 2008. But, when I wanted my son to get his own policy... around January 25, 2008... that started the flames! Suddenly, they sent me a cancellation notice with NO conditions for re-applying with USAA. I'm so confused as they just sent a USAA letter stating that I could disregard the Notice of Cancellation dated November 2007. However, to bring my account up to date; they needed $600+ (& soon). Now, I also received new auto insurance cards dated February 2, 2008. So who's crazy??? Not me. I have sense enough to keep all my contacts with them and fully expect to pursue a complaint with the insurance commission for poor practices and virtually lying about coverage. They really must think people are just going to lie down to anything they say. I'm glad I kept contact information!

301 days ago by Eh [send email]

I had the exact same issue as Greg H. The most frustrating thing is there appears to be no appeals process for this. I do all my banking an investing with USAA, only fault is not paying one bill in a timely manner, always paid it, just not on schedule. Everything else I paid like clockwork. Now, no online access to my account, which includes BillPay, so I can't view how my payments are set up, which are onetime, ongoing etc.
I feel like USAA are cutting off their nose to spite their face... the punishment far outweighs the crime, and there is no negotiation. AND, they say they don't know when, if ever, I would get online privileges back, which forces me to change bank. Surely that hurts them as much as us, there goes my civilian salary, my reserve salary, my savings and investments that USAA would use to conduct their business. Makes no sense.

280 days ago by Heather [send email]

The same thing happened to us last week (end of Feb 2008). Our insurance has never been cancelled, although we've made some late payments over the last year, but you would think that since I've been a member for 15 years and not made late payments except for this last year (had a rough year), they would overlook it. Nope. They are playing hardball and it's mind boggling to me. We just opened a new checking account today with a different bank because we can't get online access to our bank account. We travel with my husbands job and there is not another bank out there that can accomodate us like USAA, so I don't know what we're going to do! I just can't believe they've done this to someone who ALWAYS pays them, maybe not always on the due date, but they've always gotten their money without having to cancel us. What about late fees??? My husband has spent a total of 5 hours on the phone with Jeremy Grant, only to be treated like a second class citizen and told that we are not "acceptable" as customers. I'm sure there are tons of other companies who will be happy to have us, but this is ridiculous on the part of USAA. We were told that they have a new 3 strikes and your out policy and this was the third time (ever!) that we were late, so we're out! We are going to file a formal complaint with the Texas insurance commission, hopefully that will get their attention. They need to snap out of it and get back into reality and realize that you don't treat your loyal customers this way! By the way, we also got a notice telling us to disregard the cancellation notice we had previously received. Based on all the letters we've received, this should not be happening. In December, we were told that if we were late again, we would have to pay in full next time. Not the case, this is the next time and we're cancelled for life!

133 days ago by Jessica [send email]

76 days ago by Mike [send email]
I'm completely ticke off at USAA. One of their clients is the at-fault driver in a collision in Texas. USAA is trying to force me to accept inferior junk parts (reconditioned) to repair my car. WHERE can I find information about my rights as a Texas auto insurance claimant??

56 days ago by Gerry Dubrino [send email]

The reason that USAA is particular about who can join is that they want responsible people to contribute to a "mutual" company. We are the shareholders. We have over $5000 in our fund from the company "'sharing" the profits of the company.
Anyone can get in trouble. I believe that they deny access online so that people can't hedge and juggle any assets that are available at the expense of the company and "The rest of us".

I think that "OUR" company should make a clear policy statement to its members. In fact it may already be availablein the "fine print"
USAA is really and eletist organization as evidenced by the policy that you have to be an officer to join.
Giving the IRS a heads up on late payments doesn't relinquish your penalties does it??
Any irregular activity can affect us all.
Get over it.

30 days ago by Josh [send email]

Actually, to earlier comments that were posted USAA was a great bank in the earlier days. And no you do not have to be an officer to join this is why the extended their membership to include a variety of military servicemen. I was just recently locked out of my online access and was told that it could be over a year before I gained access to it again. Now, how much since does that make. So, I recently switched to PenFed (a lot of leg work to even open up an account) and got a local Federal Credit Union as my back up. With the way the economy and banks are falling now a days you would think that USAA would be trying harder to satisfy customers instead of ticking them off. My case is a bit different. I was the victim of fraud and USAA did noting to help. As a matter of fact, they wouldn't let me close my account and told me that the individuals responsible for the fraud would still have access to pull money from my account just by using my name. they made it seem like this was my fault. I have never been so disappointed with them as I was then. No fraudukent paperwork came, as promised and my accounts were suspended. I switched all of my direct deposits and then that's when they cintacted me about the fraud. Well, I told them that it was too late. I told them that another bank had gotten their business. I told them that as a retired disabled veteran it was easier to fight overseas than it was to fight them. This will be my last time going to USAA for anything!! I think that there are other credit unions for military out there that can help you in a more convenient manner (USAA & PenFed are not among these two). If I have stationed overseas I don't have time to fax you back any paperwork or print off anything to mail it back to you. I just want the banking process to be simplified and customer-oriented. But to tell you the truth - banks have never displayed this charecteristic and I don't believe they ever will. I must say, that I am happy with the federal credit union I am with now. They are absolutely wonderful!! And they caught a fraudulent occurrence before it even showed up on my account just recently. AWESOME!!!

23 days ago by Gobzofzeal [send email]

My husband and I have been customers of USAA as soon as they opened it up to the enlisted, 1996. We were SO PLEASED with them, we have everything through them! Mortgage, multiple car loans over the years, insurance policies on cars boats house, we have 3 checking accounts and our kids have checking accounts, and an investment account, we have a credit card account that we recently upgraded in Nov 2007 to a platinum account . Like I said we have it ALL!!!
They were a GREAT bank we trusted our lives with them! Their customer service was superb! UNTIL, we noticed problems when they started the whole automated phone CRAP... Their customer service was not as great, I ENJOY talking to a live person! And I HATE going through 100 prompts to get to one... We have made mistakes in the past of overdrawing our account, we would call them when we found our error and they would give us a cash advance on good faith. We didn't make many errors, but it happens... If we needed to skip a payment due to a duty station change, it was never any problem... We showed a good payment history.
BUT, in Jan 2008. USAA caused us a HUGE mess... We had switched our USAA Visa card Nov 2007 (we had the card since 1996) to a USAA Platinum card, we had an increased limit to 16, 000.00 and moved over the balance of 10, 000.00 from the other USAA visa card. My husband switched duty stations, Jan 2008 he was paid part of the moving expenses from the Military about 6000.00 so we put it on the Platinum card, thus lowering our amount, and increasing our available amount. We did this because we have to show moving expense receipts, and what over we paid on the card would go towards the balance of the card to pay it down, and our checking accounts have bills that come out monthly it was less confusion for all the transactions to come out of one account.
Jan 2008 my husband in route from Ft. Campbell to Ft. Eustis, fills up with gas a few times, books a hotel with his USAA platinum card, when he goes to check out of the hotel 5 days later, the transaction was DECLINED. We had over 7, 000.00 available on the card, USAA pulled all of our available credit and decreased our limit to 10, 000.00 without notice! My husband in route and money was to be used for moving expenses were GONE... We got the BIGGEST run around from customer service rep to customer service rep. and NOTHING was resolved, we explained the situation, we had no problems with our payments... But USAA would do NOTHING to put back the money, to help in any way!
This was a lesson learned! YOU cannot TRUST a financial institute. This is our fault in the end, for not being guarded! When you trust a SOLE company to do all of your banking, loans, insurance, etc. USAA was a GREAT company for many years, NOW we CANNOT trust them!

13 days ago by Ralph Mcclelland [send email]

I HAVE BEEN WITH USAA FOR 17 YEARS AND HAVE SEVERAL LOANS, ACCOUNTS, AND ALL MY INSURANCE WITH THEM. I HAVE ALWAYS THOUGHT OF USAA AS THE BEST COMPANY I HAVE EVER DEALT WITH. IN MY 17 YEARS I HAVE NEVER MISSED A PAYMENT WITH THEM UNTIL THEY STARTED SENDIND MY INSURANCE BILLS TO MY COMPUTER. I PAY THE ENTIRE AMOUNT AT ONE TIME SO WHEN I DID NOT GET THE EMAIL NOTIFICATION THIS YEAR, I MISSED THE PAYMENT AND THEY CANCELLED ME AND WOULD NOT LET ME PAY! THEY WILL NOT LET ME ACCESS ANY OF MY ACCOUNTS WHICH REALLY HAS MADE ME MAD. I HAVE A LARGE AMOUNT OF MONEY INVESTED IN THERE BANK AND IT IS CRAZY THAT IN THIS ECONOMY THEY WOULD WANT TO DO AWAY WITH A GOOD PAYING CUSTOMER THAT HAS FAR MORE THAN THE AVERAGE AMOUNT OF MONEY IN THERE SAVINGS ACCOUNTS AND MUTUAL FUNDS. I HAVE STARTED TO SWAP TO OTHER BANKS AND COME TO FIND OUT, USAA IS NOT ALL SO GREAT. GEICO WAS ACTUALLY $300 CHEAPER EVERY SIX MONTHS ON MY INSURANCE FOR THE SAME POLICY AND THERE ARE BANKS OUT THERE PAYING MORE INTEREST ON THE SAME ACCOUNTS! I JUST COULD NOT BELIEVE USAA WOULD TREAT ME LIKE THIS HAVING NO OTHER LATE PAYMENTS BUT THEY COMPLETELY SHUT OFF ALL ACCESS TO MY ACCOUNTS! I HOPE THERE ACTIONS DO NOT CATCH UP WITH THEM IN THIS BAD ECONOMY, BANKS ARE GOING OUT OF BUSINESS EVERY DAY AND IF THIS CONTINUES I WOULD NOT BE SUPRISED TO SEE USAA ON THAT LIST ONE DAY

6 days ago by Tony Jenkins [send email]

I HAVE BEEN WITH USAA FOR ALMOST 12 YEARS! OVERSEAS, THEY WERE THE BEST OPTION FOR INSURANCE, AND UNTIL THIS PAST MONDAY (24NOV08) I WOULD SWEAR BY THEIR SERVICE AND EASE OF USE FOR ONLINE BANKING. I HAVE(HAD) 6 VEHICLES INSURED AND ALMOST 10 BANK ACCOUNTS, AS WELL AS GROWTH FUNDS AND STOCKS, BASICALLY ALL OF MY FAMILY MONEY TIED UP THERE!! I LOGGED ON THAT NIGHT ONLY TO FIND OUT I HAD BEEN RESTRICTED AND THE PHONE REP COULD ONLY SAY "USAA RESERVES THE RIGHT TO DISCONTINUE DOING BUSINESS WITH THE MEMBER!"...WHAT IN THE F*^@!???... FIRST OFF, THIS IS A VERY "PISS-POOR" WAY OF DOING BUSINESS, AS NOT TO NOTIFY THE MEMBER OF WHAT THE PROBLEM IS (POTENTIAL FRAUD OR IDENTITY THEFT!) AND SECONDLY, TO HIJACK MY HARD-EARNED MONEY AND NOT BE FORTHCOMING AS TO WHEN IT WOULD BE RETURNED TO ME MAKES THIS DOUBLY STICKY!! I HAVE BEEN PLAYING PHONE TAG WITH AN "EXECUTIVE RESOLUTIONS" AGENT FROM USAA WHO IS GETTING EVEN LESS INFO ABOUT MY SITUATION THAN I GOT!! EVERYONE IS STANDING BEHIND THE "USAA RESERVES THE RIGHT" B.S. AND IS HOLDING UP MY BILLS AS WELL AS MY HOLIDAY SHOPPING BECAUSE ALL MY DIRECT DEPOSITS WERE PRESENT FOR DECEMBER (DISABILITY, PAYCHECK, ETC.) AND THE SENDERS ARE ALL SAYING IT'S UP TO USAA TO RETURN OR RELEASE THE FUNDS!! I THINK I HAVE BEEN KICKED OUT BECAUSE I HAD "EXCESSIVE TRANSFERS" BETWEEN MY PRIMARY ACCOUNT AND MY 4 KIDS CHECKING/SAVINGS AS I PUT THEIR X-MAS MONEY IN THEIR ACCOUNTS LAST FRIDAY!! HELL, IT'S ALL USAA!! IF THAT WAS THE ISSUE, I FIND IT REALLY SHITTY THAT THEY COULDN'T NOTIFY ME OF VIOLATING SOME POLICY INSTEAD OF WREAKING HAVOC ON THANKSGIVING WEEK AND IN THIS CRAZY ECONOMY NO LESS!! THEY WON'T EVEN VERIFY THAT MY AUTO AND LIFE INSURANCE ARE STILL VALID (EVEN THOUGH THEY ARE ALL PAID UP TO DATE!!)...REAL UNPROFESSIONAL FOR SOME ORGANIZATION WHO CLAIMS TO BE MEMBER DRIVEN!! USAA SUCKS BOLIVIAN SNAIL ASS!!!

6 days ago by Tony Jenkins [send email]
if any one knows of some process where they have to disclose or if there is some "class action" going on, please contact me!!! tjenkinsset@msn.com