USAA
reviews and complaints

The phone answering service wont send verification codes to overseas phone. There is no way to call to unlock my account without making an expensive overseas phone call. YOU NEED TO MAKE A WAY TO UNLOCK ACCOUNTS WITHOUT HAVING TO CALL ACROSS THE PLANET ONLY TO DEAL WITH A NON HUMAN ELECTRONIC PHONE SERVICE THAT PUTS ME IN AN ENDLESS LOOP AND WONT DIRECT ME TO A CUTOMER SERVICE REPRESENTIVE. THEN, WHEN I TRY TO EXPLAIN TO THE PHONE SERVICE ABOUT MY PROBLEM, IT WANTS TO DIRECT ME TO INSURANCE. ALL I WANT TO DO IS TALK TO A REPRESENTATIVE TO UNLOCK MY ACCOUNT WITHOUT HAVING TO CALL AND DEAL WITH STUPID. At least make an online representative available. Now I am locked out of my account until next week when you get back to work. I have business to do and now it has to wait for 5 days.

Had an accident with a car covered by USAA. It occurred 10-14-2022. It is now 11-21-2022. Still have not received money for car that they totaled. I asked 4 times for a direct deposit, they mailed the check and I still have not received payment. They included a loss of use for only 3 days at $30 per day ($90). Should be (through today) 37 x $30 plus. They under valued my car so much I would need a loan to double the amount they gave me in order to buy the same exact car (which is no longer made). I have retired and do not work any longer and cannot afford a loan. So I will have to live without a car thanks to USAA and Kelly Blue Book.

CLAIM [protected]

On Tuesday September 6th at approximately 9:20 am your insured driver hit our car. We were in a double turn lane with a green light turning onto N 183 from Anderson Mill Road, your insured was in the merge lane w a yield sign, he t-boned the passenger side. His proof of insurance was also expired. He admitted to fault, he has also paid his deductible and got his car fixed. Your adjuster after two months had never called and gotten a statement from either person. He then yelled at me on the phone, I yelled back and hung up as he wouldn't let me get a word in. I then contacted your insured who finally called and gave a statement, as did my son. The adjuster proceeded to call the collision center and tell them the accident was our fault and they wouldn't pay. WTF. I have a witness statement and written statement from your insured that admits fault. My car is set to be fixed the 23rd of Nov. I have waited months. Fix this. I don't want to file a lawsuit but that is cheaper then paying my deductible etc.

I informed USAA that I was scammed of over 24,ooo. They started a dispute and said they would do their own investigation without any background of what actually happened. After their investigation, they found no error occurred. I absolutely disagree with that and would like to file a grievance.

I invested in something and never received the profit. That is fraud and a scam.

Instagram Direct Message Scam:

What is important to me: I would like to receive all of my money back. I did not ask to be scammed. I truly had no idea that I was being scammed and would never waste or just give my money away.

Who: Monique Patrick Instagram name: Monique_patrick885

What: I was asked if I was interested in investing in Bitcoin. If so, I would invest $500.00 and make a profit of $10,000.00. I agreed because I have always wanted to get into investing in Bitcoin.

When: 18 September 2022

Where: Instagram Direct Message later on via Whatsapp under Professional Trader Monique telephone number [protected]

How: Initial payment of $500 was paid through CashApp, then other methods of payment was Bitcoin wallets called Trust and Binance which debited from my bank account.

Total amount scammed: $24,700.00 (5700 via cashapp and 17867.84 debited from bank account to Binance) The total price includes the fees.

Story: I was asked to create an account on www.cashforextrade.com. This is where the trading took place and where I received the ke code to send the Bitcoin transfers to from cashapp or the Bitcoin wallets. The key code used is: 1P87ef9ufLrb69MHuchvTvgkM2dp2F7Yee. Every time I completed a transfer this code was used.

I was told that we would only trade for four days and then I would receive my profit. After day one is where the fees started. Here are some of the fees received via email from cashforextrade

Total profit from cashforextrade but never received: 167,686.00 which was doubled. Initial profit: 83843.00. I was supposed to pay her 10% of my profit that I never received.

Fees:

Initial startup fee: 500.00 9/18/22

Upgrade fee cost: 750.00 9/20/22

Signal fee: 1650.00 9/21/22

Withdrawl fee: 3200.00 9/22/22

Reflection fee: 5000.00 9/23/22

Withdrawl fee: 8000.00 9/25/22

Signal fee: 3000.00 9/26/22

Taxes fee: 2000.00 9/29/22

Evidence:

Emails from cashforextrade/chat history with Monique from Instagram and WhatsApp/debits from USAA/CashApp/Binance for payments/account access in cashforextrade/screenshots from my personal phone/trust wallet

Claims submitted:

USAA bank: denied the claim to receive my money back from Binance and cashapp

CashApp: denied my request to receive my money

I’m being denied coverage on a house that was once insured by USAA due to “wind resistivity.”

I was a class representative in a class action lawsuit against the builder. In the settlement, the homes except for my house; which was excluded due to it being beyond the statute of limitations, was given the option to pay for repairs awarded to other homeowners.

I paid the repairing company, Sagewater Inc., (www.Sagewater.com) $23,305.13; to make the repairs;

Invoice# [protected]

dtd 06/06/2017

Job# HAW-R-1706061

In addition to having the required wind resistivity repairs completed; the house stands in the middle of a number of other tract developed homes that is at least 8 deep in any direction. The homes that surround my house afford additional wind protection.

The lawsuit was about defective material and the construction anchoring technique used by the builder. The repairs required removal of the Hardiplank siding, replacing the existing hurricane strapping with galvanized steel strapping, drilling and inserting stainless steel anchor bolts into the concrete slab, replacing the Hardiplank siding, and cosmetic refinishing.

My home and detached garage took about 3-4 days to complete the repairs on.

I don’t understand how a company like USAA can gain knowledge about a class action lawsuit and deny homeowners coverage for wind resistivity; without seeing my name as a class representative to the lawsuit; it’s a matter of public record.

The building permit and homeowners’ association were involved and required separate approval from each. It’s in the public record.

After raising my premium 7x the original amount due to too many claims, I found out that usaa had recorded reported claims twice for every claim. So one claim was reported 4 times, in error, in their systems Hence, giving them reason to raise my premium, making it impossible to be insured any place else, and causing delinquent mortgage payments. I may lose my home because of such. Please help.

I'm writing to you today for oversight over my claim [protected]. In a nutshell, it seems that additional damage to my vehicle, which was overlooked by the first USAA "Authorized Shop" and noted by the second, is not being linked to the original accident and has been determined as "not related." However, the evidence derived by USAA's efforts is lacking any real information about the damage. How can they make such a determination with so little information - especially, without the car having been involved in no other accidents recently? After your review of this case, I'm sure that you'll arrive at the same questions that I have:

The takeaway from this claim is this:

To this day, no detailed reports, photos, or estimates were provided by the Authorized Shops hired by USAA; yet, a one line-item (no detail) estimate for $2,900 was going to be used to determine linkage to the original accident.

After waiting weeks for USAA to produce some kind of detail, I went to Goodyear to get an estimate. After all, I didn't want to unknowingly further damage my vehicle... After paying them $100 for their assessment, they gave me an estimate of $1,600 for the repairs. BTW, the mechanic at Goodyear told me that the damage to my front suspension, on a car as new as mine, with 55K miles, rarely occurs to normal failure due to normal wear and tear, and that the most probable cause was some kind of incident, like an accident or hitting a pothole. This also meshes well with my history and experience of owning 17 cars, of various makes and models, over the course of 40 years.

After providing Mr. Andrew Gomez with Goodyear's estimate, I further asked him to evaluate this more detailed estimate to determine if it could be linked to the accident. And of course, I also requested them to produce a detailed estimate from Autocraft; after all, maybe, they saw more damage than Goodyear did, justifying their $2,900 price tag. And as I expected and based on how this claim was being handled, I did not hear from Mr. Gomez for a couple of days. I got tired of waiting, so I had my car repaired at Goodyear anyway.

After the repairs, Mr. Gomez asked me for photos of the damage. I was flabbergasted and floored by his request! Why was the burden of proof being placed on me? Where is Autocraft's photos? Where is their detail damage report and estimate? Of course, I told him that the work was already finished and I didn't know to take pictures; therefore, there isn't any more evidence other than my detailed estimate - which was more than USAA produced in this claim.

Both, Mr. Gomez and Ms. Charisma Quinones (supervisor?) denied linking this damage to the original claim where it was determined that I'm not at fault - and where no other undocumented accident occurred with this (my) vehicle. How can this be? What else could have happened?

As instructed by the last agent that I worked with over the phone, I reluctantly opened a new collision claim. After all, I'm out $1,700 and I'm looking for some financial relief after my most recent accident. However, in this one, I would have to pay the $500 deductible and I would be "at fault." While I'm somewhat satisfied that I would have to pay the $500 deductible, I am very angry that I would be at fault for this accident - especially when USAA has such flimsy evidence to base their determination on.

Bottom line: I would like this damage to be linked to the original claim - as USAA was short on evidence, the damage was cited by Autocraft and later confirmed by Goodyear, and having no other evidence that another undocumented accident had occurred. Heck, the car was at Goodyear just an hour before the accident and they didn't notice any damage to the suspension. What about that?

Furthermore, as a member of over 30 years, I find it disturbing that USAA would use undetailed estimates to pay its "authorized shops." Where is USAA's fiduciary duty to its members to conduct business in the most cost-effective and profitable means necessary. Apparently, Mr. Gomez and Ms. Charisma think differently and prefer not to discuss the $1,200 differences between Autocraft's and Goodyear's estimates. Apart from saving face, where is the demonstrated duty from both of these individuals in seeing if there are other items needing repairs that Autocraft cited and Goodyear didn't catch? Well? This is, at best, poor advocacy for we members/customers and there needs to be some oversight or corrective action.

Please look into these claims for me and thank you, in advance, for taking the time to review them and reading my very lengthy messages and letter.

Sincerely,

Brian V. Berry

We mofrom new Mexico to Missouri and contacted usaa to change address and policy to reflect our new residence. After giving them all the information thier system "crashed" and they never updated policy but did update our address. This mistake cost us about $200.00 every 6 months since insurance is cheaper in Missouri. Now after talking to ceo relations, they agreed to backdate policy 3 months . We have been paying higher new Mexico rates for a year now. We have been with usaa for 31 years and no at fault accidents and no traffic violations for well over 15 years. We want our money back since we have only been driving in Missouri. They refused!

On March 16, 2021 A USAA Bank Fraud Agent Verified Illegal Visa Indemnity on Claimant Keith Carlton Cutler

This Unbelivable Character Assignation has NOT been Resolved in 15 Months and USAA is AWARE of Texas Attorney

General Consumer Affairs will issue a

Court Injunction that Terminates ALL Illegal Visa Accounts

TransUnion has REMOVED illegal Visa Account as of August 29, 2022

This Must be a Violation of Consumer Privacy Information Theft and USAAMust Provide A Mediation CashSettlement (within 3:Business Days!

USAA JUST WANTS OUR MONEY, THEY DON'T CARE ABOUT US (in my opinion, so they won't sue me.)!

I wrote a commercial for Geico about changing thier target audience to veterans and active military (no charge, even though I am a professional writer). My USAA adjustor keeps denying my claim, just out of spite. I will never stop exposing USAA until they make things right, even if it means a lawsuit, pro se. To all those screwed over by USAA, sign my petition, as I'm going public with it now. I had to get a therapist from the stress of my claim! Please read my story in the link below. USAA can thank my adjustors for this petition (among a few other articles I may have lined up), they earned it:

https://www.change.org/corporate-greed

I was a victim of fraud sept 21 2022. it involved my credit card and checking account.

The credit card dept. resolved this immediately. Banking can not get anything done after 5 or 6 calls of 20 to 30 minutes duration. I keep being lied to about 2 to 3 business days to resolve. this has been going for over a month. the banking side is a disaster unable to live up to their own advertised resolution time frames. the credit card side handled this easily not so for the idiots in banking. I have explained this until Im blue in the face. USAA SUCKS on the banking side. WENDELL WORLEY

52 YEAR MEMBER ready to leave usaa due to their decline in customer service

1093318

wendell.[protected]@gmail.com

I was not able to access road service from my cell phone because I do not have a smart phone that would have made this possible.

I received a never ending loop from USAA sending me a link on my cell phone which I could not use, making Roadside service inaccessible to me.

I finally called your claims department hoping I would get a human that could help me. Fortunately, a wonderful USAA rep picked up the phone. She immediately understood my issue. She was very nice. But she had trouble reaching roadside service herself and this took several minutes.

What if your claims department did not answer or tell me to wait until Monday? This is not acceptable. Senior Citizens should be able to contact roadside service through a phone call, not requiring them to manipulate an app that doesn't work on their basic cell phone. Do you understand this predicament? I will have to take my business elsewhere if you cannot resolve this issue so I am not left stranded in the future. Please have a senior customer service manager contact me.

I am owed more money then what they sent for my Rental I had to pay for because Enterprise didn't have a car for me after I made two reservations and both times didn't have anything caused me to miss work twice because of it.

I was told by Rep Tammy that my rental would be taken care of but she was dishonest and only paid me $240.00, nothing close to the $800ish I spent on rental, This is not how you do business. USAA?

On October 8, 2022, I found my car was broken into and my checking account information compromised - whomever broke in found a personal check. I immediately called the local police and USAA to notify them of this crime. When talking to USAA, I sought advice on protecting my family and our finances. To me, the most sensible steps were 1) to open a new checking account 2) move all my money into the new account 3) close the old account thus rendering the compromised account information useless. The USAA representative I spoke with opened a new checking account for me, but the old checking account could not be closed due to a direct deposit that had not settled yet. I then moved the full sum from my old checking account into the new checking account to ensure no one would take all the money we had (not that it should matter, but it was less than $500). I then updated my banking information on my other non-USAA financial cards and accounts. Later that week 10/09-14, I received a total of 4 NSF fees ($29 each) due to transactions that had been in transit from before my car was broken into. Due to these extenuating circumstances, I have made several calls and pleaded to USAA to get those 4 fees returned to me. However, because I had used 2/3 of my "Curtsey" refunds earlier in the year, every Checking Representative and Member Solutions Team Member I spoke with said they couldn't / wouldn't help - ultimately because the charges inherently were not fraudulent. I have written to the BBB asking for their help in getting these 4 NSF fees returned back to me due to the extenuating circumstances - as it was not sheer negligence on my part that caused the NSF Fees but a crime committed against me and the steps I took to protect my family and our finances. I believed I was doing what was best, and no USAA representative advised me otherwise, to protect ourselves from additional damage. I am sharing my experience here so others may make an educated decision on whether or not they want to trust their money to USAA - if a crime is committed against you and directly has an effect on your finances, be prepared USAA won’t embody their motto to help you “protect the ones who matter most to you”.

Fraud was on committed on my account that caused it to go negative. USAA has done nothing to help me recover funds. I have been calling them since 9/28/22 and each time a talk to a rep i get a different answer each time. My work check and disability benefits were taken and frauds checks were put into the account. I have asked them to put the funds in the new account but as usual they keep denying my claim and not providing a resolution.

On the 3d of October I filed a claim that I had hit a deer and needed to get my car repaired. Since that date I have made multiple inquiries, sent 7 emails and made numerous emails to get my car repaired. I keep getting run around the block speaking to numerous agents. My repair facility has sent 2 emails with an estimate and photos, finally getting an email that the second submission had been received. Now I receive an email from a company that I do not recognize, [protected]@snapsheet.me requesting vehicle information: odometer setting, VIN #,

photo of license plate and 4 photos of the damage. I thought my coverage was with you! I am so dissatisfied with the service that I have received from USAA . I have spoken to several representatives, provided email information and mu repair facility has sent 2 estimates with photos attached and I am still no closer to getting the repairs done on my vehicle. What in the hell is the problem? Have you become so bureaucratic that no one communicates with each other in the company? I want to get the repairs on my vehicle approved so that I don't have to spend a lifetime waiting on your difficult process to be completed. I have also sent a letter of complaint To Wyane Peacock, President of USAA outlining the unsatisfactory process that I have been through without getting my vehicle repaired. Please advise me when you will approve the repairs.

My name is LTC John OGrady, member # 65 06, claim # [protected]- 114 dated 3 October 2022. I have been trying unsuccesfully to get my claim processed and my vehicle repaired for 3 weeks. MY repair shop Barkhurst Collison [protected] had submitted an estimate and photos two times and on the second try received a receipt that the information had been received. Since the I have received over 6 emails, the latest of which dated October 17, 2022 requesting more information. I have spoken to you representatives more than a dozen times and each time I am assured that the claim has been received and that further processing will only take a few days. Then I receive an e mail to start all over again. I have been a member for over 50 years and have never received such an unprofessional response. My vehicle has been waiting repair for over 3 weeks and I am still not sure when that process will begin. Please contact me or my repair facility to get this process completed and my vehicle. I am also sending a letter of complaint to your corporate headquarters informing them of this inefficient process and my complete dissatisfaction with how my claim has been processed. I am tired of calling office after office to resolve this but only receive a run around and more emails without any action.

To Whomever May Be Concerned:

I have been a member of USAA for many years and am now at the point of filing a lawsuit against you for all the damage that you have caused over the last 3 months to me and my wife. We have tried unsuccessfully to just get our bank account closed because of this but you are making it impossible to get it closed by continuing to falsely post NSF fees against the account to prevent it from zeroing out. The majority of your staff seem to be incompetent because they don’t seem to be able to accomplish anything to help us. We have literally spent probably in excess of 60 hours on the telephone trying to get things straightened out only to end up with you continually posting additional NSF charges after we pay over the telephone. STOP THIS MADNESS PLEASE!

I will try to start from the beginning and explain to you what has been going on. Around July 21st we were hacked somehow, you actually did not accept the first phony withdrawal of $197, immediately you accepted concurrent withdrawals of $198 and $199 , same situation somehow wiring money to Africa, why or by who we don’t know. We are seniors, I am 80 yrs. Old and we live on Social Security and have never wired any money to anyone, don’t know anyone in Africa, couldn’t afford to if we wanted to. Live alone together with literally no relatives that even stay in contact with us.

You were informed by a company called WAVE aka Sendwave a Western Union type of company that this was a case of stolen identity but absolutely refuse to do what you advertise of Standing up for We, the Veterans. We are supposed to be able to count on you, as you advertise. BUT, YOU DON”T. Because we have filed Disputes, apparently your staff wants to make things more difficult for us. One of your agents reading her computer notes told us that 1 of our disputes was turned down because the agent filed it wrong, not that we had done anything wrong, but we weren’t notified so we could have addressed it and re-filed it.

A week and a half ago you charged 2 NSF charges stating that T-Mobile had run through our payment twice and T-Mobile denies that they have done so, saying that their policy is to run a payment through only one time

Today my wife talked to one of your agents in the auto insurance department, to try again to solve the problem of getting your system to accept the fact that we have had to change banks because of the abuse, and accept the payment from the new bank account we have been trying for 2 months for you to accept in order to pay our auto insurance bill, she literally made the payment over the telephone through your agent and immediately thereafter your system ran through the old automatic payment twice to run up new NSF fees.

I have been speaking to an attorney about filing a lawsuit against USAA for the problems that you are causing us and to recoup the money that you have literally stolen from us in my opinion, literally making it almost impossible to have enough food to survive because of not having enough money to pay for food due to our losses.

QUESTION? Is USAA willing to spend the money for lawyers to come to this venue to defend against our claims? Why would you, when you claim to be there for us and are standing against us instead?

We have sent a copy of the e-mail that we received from SENDWAVE to USAA twice, telling us to inform you that we have been the victims of identity theft and I am attaching it to this as well. When we discovered that we had been hacked while on a trip to Colorado to visit friends, where we lived for many years, I literally destroyed the cell phone that seemed to be where I was hacked and went and bought a new one and it took days of trying to get your organization to accept the new cellphone number. I’m sorry that I am of the older generation that doesn’t spend my whole day with my head in my cellphone and only know how to make telephone calls on it but your system made it almost impossible to get the number changed with you.

Apparently everything that you claim about standing up for us in appreciation of our putting our lives on the line in the military is nothing but B.S.

I sure hope that someone in the management of USAA Federal Savings Bank has the sense to get something done about this because I truthfully don’t mind getting the media involved and plastering my complaints across the internet. Your company has angered this old veteran.

Apparently I can't attach the Sendwave e-mail because you don't accept the format (pdf) and I can't afford to pay for a program to change it to word- USAA has a copy in their files of the e-mail where the money wiring company states that it is a case of stolen identity)

PLEASE NOTE: https://www.foxnews.com/us/fbi-raises-flag-elder-fraud-thousands-retirees-scammed-1-7-billion

Ronald Spunt

USAA keeps me on hold forever (90 minutes this week so far) and fails to produce reasons for incredible cost increases. Specifically, they failed to add my daughter's good student discount which should be hundreds of dollars back to us this year.

We have requested phone call review, but upon calling today, the day they told me to, they kept me on hold for 40 minutes.