USAA
reviews and complaints

My name is Angelica Nguyen, and I work for the City of Sugar Land Municipal Court. We periodically call for insurance verification, because we often have citations that involve auto insurance. Additionally, sometimes the judge requires defendants to prove that they have auto insurance before taking them off of probation.

We call all major auto insurance companies, including USAA, on a regular basis for insurance verification, and we have almost never encountered a problem while doing so. We typically have pleasant and polite conversations with USAA representatives, but this unfortunately was not the case today.

Earlier today, I spoke with an associate named Helen about insurance verification. I identified myself and gave her the insurance policy number that and took a while to find it. She typed it incorrectly a few times, which I think was frustrating for her, because she kept sighing and making annoyed grunts and other odd noises into the phone.

When she finally found the policy number, I asked her to confirm the policy dates and whether the policy was effective for the entire duration of the policy without any lapses or cancellations.

Again, she sounded annoyed and said that she would not release the information to me because “that’s not something that USAA can release.”

I informed her that our court has called USAA hundreds of times before requesting the same information, and it has never been a problem. She put me on hold for a while after this.

When she came back, she said that she may be able to verify the insurance if she had verbal permission from the policyholder. This was an unnecessary step, but I was willing to wait on hold again while she tried to get into contact with the policy holder.

When she came back a second time, she said that she was unable to reach the policy holder and that I would need to call the policy holder to call her and give permission for the release of information so that I could call her back later and request the information. I informed her again that this lengthy process was unnecessary, and she again made sighs and annoyed grunts into the phone.

At this point, I asked to speak to her supervisor, and she said that she didn’t have one. I then requested to speak with an agent, and she told me that this would not be possible. I asked her one more time for just the policy dates, and she then decided that she might transfer me to an agent. She thought that she had placed me on hold, but she had not, and I could hear her speak with either her supervisor or an agent, misrepresenting my situation to them. I alerted her to the fact that I was on the phone, simply stating, “Ma’am, I can still hear you” and she immediately got back on the phone and said that she would be disconnecting my call and not helping me any further. I asked once more to speak with an agent, and she said that I could not.

My supervisor told me to file a complaint, as we will continue to request insurance verification from USAA and would like this process to operate as smoothly as possible. We understand that this whole situation is likely not to the standard of customer care for USAA. I am not upset or personally offended in any way, and my only hope is that this report protects USAA from future embarrassment. Please feel free to contact me for follow up at [protected].

Increase in rate, over $700/year, on first claim for an accident where I was at fault in over 30 years.

Entered complaint on [protected] on this site and still no answer.

Agent on telephone was unhelpful and would offer no explanation except reference an accident my wife had approximately 6 years ago which was paid by the other drivers insurance company. She was not at fault.

I have been a member over 40 years and would hope for better service and someone to answer my questions in a way I could trust.

I chose to trust USAA's recommended repair place, although it was over an hour away from my residence. The repair place gave me conflicting times/dates, as to when I could pick up my vehicle. Notified USAA, they intervened with the shop, it was ready after I waited an additional three hours in the town. Picked the car up finally and noticed three days afterward that the repair was done incorrectly. There was a noticeable one-inch gap where the fender was replaced. Notified USAA, they are insisting upon using this same shop, even after I expressed lack of trust on the repair shop and after I've paid 1,000.00 deductible toward the repair. The shop USAA recommended is also an hour away. I've lost an additional 2,000 in two consecutive lost day's work.

Due to some suspicious activity on my credit card account all of my checking and savings account were locked. Because I'm a joint account holder on my adult daughters accounts they were locked as well. They have families to take care of as do I. We have no access funds to buy, gas, or pay bills. It would take maybe 10 minutes on the phone with the right person at USAA to review the charges and verify it was me. But each time I call I get the same answer. It'll take 2-3 business days to complete the investigation. It would only take 10 minutes.

Who is going to cover my late fees for all of my bills that are late because of the action USAA took?

I can no longer access the website via USAA app. Deleted now-useless app.

I had a VERY DIFFICULT time signing

in to usaa.com. Quite unusual.

I could NOT access the bill they said was available once I was in.

I have been increasingly dissatisfied with customer service since the investments transferred out of USAA.

After almost 50 years with USAA I no longer feel they care about me as a member.

I am writing a complaint because yet again USAA fails to act as an advocate for its members. I initiated a dispute in August for an apartment that failed to mail me a refund I was entitled to, so I reached out to USAA to advocate for me, and the apartment community lied and stated I wasn't entitled to a refund, when in fact I have an email stating they sent a refund check out but not to cash out due to the dispute. Now USAA is saying they are going to reverse the credit when I am in fact entitled to the refund. I recommend not banking with USAA because they are not an advocate for members at all.

I reported a charity scam around September 10th to USAA. Their response was to immediately review and then start the pre-closure of my checking account due to bounced fake checks. I reported the scam to IC3 and to the FTC shortly after and most recently uploaded all the evidence I had from the scam to the USAA website. They changed my checking account to credit status for safety purposes so no money left, but money could be deposited. The balance is around $7,000 in the negative. They want me to bring the balance back to 0 in 42 days or else it will be closed but also stated even if that happens it can still be closed permanently regardless. Recently, I switched bank accounts so my VA disability would not go into the USAA account affected by fraud. It unfortunately did and the VA cannot do anything unless the bank refuses the deposit. USAA refuses to send back my VA compensation and pension because the amount went towards the negative balance. I am a single mother with two teens and a disabled veteran and have been a member of USAA for 24 years.

I have called numerous times in the past 2 months to resolve an issue. My member number is [protected], Timothy S. Kean, DOB 12/02/1961, . That is my identity. I have been with this company for about 36 years. I cannot get past the security wall you have established to be identified so no one will help me on the phone. I don't have a PIN, I down loaded my driver's license photos. Twice. I never was contacted. My credit card is expired, I need a new replacement sent to my home address. My auto insurance ID card is expired, I need a new one. That's all I request. I asked to speak to a supervisor and was told I could not.

This is Ronald Mitchell (3684764) writing to ask for someone to listen to a telephone conversation with one of your Licensed

insurance personnel approximately three or four weeks ago.

I called to inquire about your advantage insurance plan. During that conversation, I was told that I should not change my current

sup[liment plan (F) since it is the best previously offered and I am grandfathered in. Further, I asked about the insurance rate for plan F and, if memory serves me correctly, I was told that there would no longer be rate increases in view of my age.

Well, just this past week or so I received a letter informing me of a significant increase in my rate. Confused, I called again, and was

connected to the same person as before, who now informed me that, yes there would not be a rate increase because of my age, but

there was an increase because of the dollar amount of filings this past year. That was news to me. He stated that he has been doing this for 20 years and said that he mentioned that weeks ago. I disagree. I believe he only stated that I will not receive any increase past the age of 85 and did not state that there could be increases because of dollar filings.

If what I believe is accurate, you may not increase my monthly payments. Conversely, if my memory is incorrect, you may certainly increase the amount due as stipulated in your letter.

In either case, I appreciate you reviewing the telephone conversations and reporting results back to me.

Thank you,

Ronald Mitchell

Sir

It is already Late September and I have yet to receive a bill for my auto insurance needed to be paid in October. It should have been here by now. Also I am recently divorced and my bill... in my name... should not be mailed to my ex husband...Bob Battista...Thank you and please help. Also if my bill is due before the mail may get to you is there another way to get bill paid.

Cheryl Battista

[protected]@yahoo.com

We have been a customer for over 10 years.

I recently started A Home business. I called them to let them know and the company informed me that they might not renew my homeowners policy however they would contact me well in advance so that I had a chance to submit any documents and plead and hopefully stay with them. Shortly before my policy was supposed to renew my husband received a call asking more questions about my business he told them everything they asked and if they had any further questions to contact his wife me because I could help them further. We never received a second call we only received a renewal notification and so we assumed everything was OK. We opened a letter from our mortgage company Mr. Cooper and was advised that our insurance had lapsed. We called USAA immediately and they informed us that even though they sent us a renewal that the underwriting team decided to resend the renewal and they sent two letters which neither we received. Not once did they try to call or anything to let us know that even though they sent us a renewal that they had decided to resend the renewal. Now we have a lapse for over a month on our homeowners insurance which has resulted in higher rates from other companies an embarrassment for ourselves. We have decided to take all of our products and services to a different company. We will never be using USAA ever again.

USAA turns out to be nothing but a company that lies deceives and pride themselves and being dishonest to their customers customers who have taken the hard earned money and pay them you’re after year to only result in paying another company even more of their hard earned money to fix USAA’s lack of customer compassion or service or morality or anything that would’ve made them pick up a phone and say I’m sorry we sent you a renewal but we are not going to be renewing your policy instead they sent a shady letter that we never even received stay away from the Shystie company they do not care about you your family the military or anything except their bottom line which thankfully we will no longer be contributing to

As per USAA email... during their next "upgrade" some functionality will be temporarily unavailable... It basically goes on to explain how this is going to improve functionality... kind of like the last "upgrade" that appeared to be a big step backward!

The email states that some fairly important features are going to change?

It doesn't mention how it is going to change... but that whatever automatic transaction, connection with non-usaa accounts, and anything else you have setup will need to be setup again...

Oh and by the way... too bad!

I guess since there are no issues with the system now... they think it definitely needs "upgraded" to justify paying whoever for an upgrade that is not needed!

They should be ashamed!

USAA does not care about their insured in California. A broken windshield is a considerable and serious driving hazard and should be repaired by as soon as possible. Many insurance companies in California offer a zero deductible glass replacement benefit on their auto insurance policy, but USAA does not. They do not offer in California for what reason I am not sure, but is at a disservice to their customers.

I have Lupus and since June I’ve had a systemic melt down (flare) and I’ve had Shingles, Cellulitis, double Pneumonia and a partial collapse of my right lung. In the middle of June I recv’d letter from usaa that they needed ID for my grandson (bcuz he’d been put on my acct by mistake), I sent in documents requested by usaa but was told by a different rep that they wouldn’t accept his military ID as iD, in Aug. By Aug I was extremely sick but still tried to get a Stare of NC ID for my grandson but our appt isn’t until Oct 3, but Sept 19, usaa CLOSED my acct with no letter of notification! Customer service was awful! Wouldn’t recommend usaa to a dead toad!

I am completely fine with USAA closing my account, I have other financial institutions that are more reliable and competent. But USAA is keeping my money after blocking me from my account on September 1st, 2022. No prior warning, no notice and no time for me to allocate my founds somewhere else. This institution is holding my disability pay and I can't pay my bills. I DO NOT have any overdrafts or pending transactions that they could be holding it for. I have tried to communicate with them in several occasions including talking to the resolution department and all they say is that it can take up to 60 days for me to get a check. It is my money!, I earn it legally and they have no right appropriating this money and withholding it for 60 days, USAA is putting my financial situation in jeopardy and messing my bills and credit. This crocked institution claims to support the armed forces, and this is a lie. I am 100% disabled veteran and they are using their position to abuse customers like me. It is illegal to keep customers money for 60 days.

I Submitted a 3-part credit card dispute ( Signature Visa ), Case [protected] $864.60, Case [protected] $259.87, and Case [protected] $89.96 04/21/2022, and I sent the information they needed more, and I sent more. It was closed without reason, then opened back up. I submitted everything requested on the phone on September 14, 2022. I was told it would be adjusted the following day. Today is the afternoon of September 16,222, and still, nothing is resolved. I don't have any more time to wait on hold. I was on the phone for over 3 hours on September 14, plus all the other times I had to call and have been put on hold. I need this resolved. I am being charged interest and can't transfer the debit until this is corrected.

I paid for airline tickets that were canceled and were never reimbursed. I provided everything that was asked. I am missing hours of work, having to deal with this issue.

See dispute for a detailed letter with proof

Our car was totaled by your adjusters or whomever does it. The amount offered was absolutely ridiculous. USAA offered me approximately $2800. The value of the car is more like 7600 with sales tax. I can't get anyone to even answer the phone. I finally received an email today saying the claim isn't resolved because I haven't sent them any of the required documentation. That is false. I sent all kinds of documentation. Used cars are worth more than they have ever been. That is what the market has determined.

Since you refuse to to increase the settlement on my car, I am forced to hire an attorney. I am sure you will need to cover the cost of that also.

My Denali (even totaled) is worth more than $2800. The chaos you have caused my family is creating really big problems. Meanwhile, your policy holder is out driving again putting more people at risk because he is on his phone. This is absolutely BS.

I've been with USAA for 17 years and I've never had a bad experience until everything in my storage was stolen and they don't want to pay. I discovered my property missing on July 25, 2022 while preparing for my movers to arrive in order to vacate the residence and move to a new one. I immediately contacted the police and told the officer that in order to give a detailed list of everything missing I would need to wait until after I moved. I did, however, give the officer a list of the more valuable items that were stolen such as my scuba gear and tools. The officer showed me how he believed the storage was broken into, gave me a paper with the office number of the detective, and we parted ways.

The next morning, I immediately contacted USAA to make a claim. The person I spoke with assured me that I could take the time necessary to provide a list of missing items and that once they had received the list the claim would be finished in 3-5 business days. I gave my itemized list to USAA on July 28, 2022. This is where everything went to [censored]!

My first adjuster, Roshina Small, gave me assurances that my claim would be handled within a week. 3 weeks later there still wasn't a resolution or communication. I wrote a complaint and the next day I am called by an investigator who says my claim has been moved to him and that I would be working through a new claims adjuster, Kristen Andrews (She's a peach, let me tell you *sarcasm*).

The investigator stated that Kristen would be making contact with me that day. Never got a call. I attempted to contact Kristen multiple times over the week without a return call until I wrote another complaint about the lack of communication. Lo and behold, I receive a call from her manager, Brett, the next day. I explained how I now felt targeted, and he assured me that I wasn't (still don't believe that to be true). He told me to call him anytime and he would get back to me within 24 hrs. Not true either.

Over the next couple of weeks, I would call Kristen and Brett and leave multiple messages to return my call as I was needing an update. I left a message on the communications page asking for an update. I did not get a follow up until...yes...you've guessed it...I wrote another complaint. Kristen contacted me and told me that she didn't respond because there was nothing to update and then proceeded to tell me that my bankruptcy (that I informed them about) doesn't add up to the value of what I am missing. Henceforth, Kristen told me that because my bankruptcy numbers don't match I either falsified my bankruptcy or I falsified my claim. When I confronted her about calling me a liar, she said, "What are we supposed to do? Believe you're truthful now after falsifying and affidavit?"

I immediately wrote a complaint asking to have the phone call reviewed, contacted Brett (who called the next day), left a message for his boss and stewed in my anger until I was contacted. When Brett called, I explained everything and he continued to provide his wordy assurances. Content, but not pleased with his response, I again waited.

Two days later, the investigator arrives. I go over in detail everything I've told them many times before. I provided photographic proof of items I owned. I even drew a CAD model of my storage and how the containers were stacked within to scale! The investigator left and I again waited.

A couple of days passed and I get a call from Kristen once again. She asked me if I have any more documentation to provide. I again told her that I do not. All that I have is what I presented the investigator. She kind of scoffed with an "Okay!" and hung up.

This afternoon, 4-5 days after Kristen called, she called again saying she only wanted to let me know that they are denying my claim for not providing the necessary documentation needed to process the claim. Now I'm pissed! I called Brett immediately and he attempted to bring up the same old [censored] about how I cant prove that I owned any of the items after my bankruptcy and not having receipts, etc. My last words to Brett were that USAA didn't ask me what I owned when I acquired the insurance. They only wanted to know how much coverage I needed. Now that the time has come to utilize the insurance I've been paying for, they deny my claim for not having proof! What a load of crap!

I always thought of insurance companies being legal scams. I never saw USAA as one, though, because of their commitment to military personnel and veterans. That is no longer the case! USAA is as much, if not more, of a scam as the rest of them!

USAA continually does not PROCESS payments that are mailed directly through my bank. It appears their staff shortage especially during holidays are delaying the processing. This continues to be a problem on USAA's side. I have even adjusted payment from bank earlier and USAA still is not processing from their end. My payment was given 8 days this time and still they have not processed it! USAA is losing customers due their lack of personal care and staff compentence.

Yes I draw a monthly check that's all the income I have and they was a check deposit and when I call on the 1st I ask them to transfer money and it never happen I have called since the 09/01/2022 and they won't release nothing to get my kids some food or pay my bills, they just ask me to borrow from my mom or dad and I told them they passed and my mom been passed 5 months ago they have but a hardship on me were I can't get food or pay to keeps lights on they never let me know they froze my account without me knowing so I ask how am I going to feed my kids? They sent me a card on the 2nd went to use it the alarm went off and had to wait for police they thought I stole the card