USAA
reviews and complaints

Recently I was fired by USAA and hung up on. I imagine 45 years and no chargeable accidents had much to do with it. Unfortunately I'm being Gangstalked and have two claims to file due to their vandalism. I know my legal rights and will pursue them. I suspect that law enforcement illegally prompted my termination of insurance and it's coincidentally connected to the fact of USAA charging my credit card and not my bank account. In any event USAA went from $89.00 per month to nearly 500.00. I need my account reinstated as what was done is illegal.

I was hit by a NJ driver insured by USAA. Apparently USAA sells very cheap policies in NJ. Although this driver was ticketed and at fault, USAA only had to pay 5,000 dollars for my car and all the storage fees they racked up while I waited so far over 3 weeks. They had the police report and all the information and did not return calls from my agent to get an timely resolution to this matter.

Why is an insurance company allowed to sell such cheap policies? Can you even buy a used car for 5,000 or under today?

USAA refused to pay claim on damages caused by a leaking pipe on an ac unit in my attic. USAA only paid some of the cost to replace the ceiling in bathroom, but none of the cost to repair the pipe that was leaking that caused the damages. This has been the second time I have been disappointed with USAA insurance coverage. I few months ago they paid out a claim on an auto accident that had no damages to my vehicle or the other vehicle as noted in the police report. Also no injuries noted on police report but USAA paid out for a personal injury claim and never notified me until I noticed an increase on my insurance premiums. I would never recommend insurance from USAA to any of my military brothers or sisters.

My POA on my mother's account keeps getting revoked and nobody seems to be taking care of things. Within the last month I have only had access to my mother's account to pay her bills for 4 days. I am an only child, my mother is in hospice care, and USAA is making me run around in circles doing the same thing over and over.

March 13 I invested $150,000 in a CD at 4.5% interest for my mother whom I have POA for.

March 15 my mother's bank account that I have POA on became locked. I called and spoke to James and he assured me that the matter would be taken care of within 2 days.

March 17 spoke to Brook, she told me that I was not POA and needed to upload documents. Uploaded POA, Trust, 1st, 2nd, and 3rd trust amendments, certificate of incumency, as well as healthcare POA and last will and testament for good measure.

March 20 Amanda French called from Fraud Alert asking about information on where my mother's physical location was in order to verify the CD. I informed her that my mother is in a Hospice care facility and that I have POA and she didn't care, told me she'd send me an email with the information that she needed since I wasn't currently home. No email came. I called USAA and nobody I spoke to knew what I was talking about.

March 21 Amanda French called again, she told me to check my junk and spam folders because she had sent the email from her personal email account (sounded fishy to me). I gave her the name and address of my mother's hospice care facility.

March 22 9:34 am PST spoke to Bianca, transfered me to Whitney. They put a rush to move the documents that I had uploaded on my own account (mom's locked) to her account. Told me that all should be fixed in 2-4 hours.

March 22 2:44 PST spoke to Bobbi. She couldn't figure out what was going on. After 93 minutes she transferred me to a supervisor and I was disconnected.

March 23 7:07 PST spoke to Mikayla. She said previously revoke POA need to send a new one using the USAA.com upload it to enterprise and have it notorized using my signature and the lawyer POA for the notary.

March 23 1:22 PST uploaded using the banking option as there was no enterprise option.

March 23 1:36 PST spoke to Maylani, she couldn't acccess the documents. Transferred me to Banking. 1:44 Banking doesn't see the upload either

March 23 1:56 PST uploaded again, this time to the "I don't know" destination.

March 23 2:03 PST Tiffany still couldn't see the upload. She sent me a document request and I uploaded the POA to that at 2:13. She confirmed she got it and promised to stay in touch and keep me informed with updates of the case progress (never heard back from her) case #[protected]

March 23 2:32 PST called Amanda French xt 69347 after hearing that she had called my mother at her hospice care facility. She refused to speak to me.

March 23 2:40 PST Traci from USAA called and said the POA I uploaded was not valid because mom didn't sign. I explained I did exactly what Mikayla told me earlier in the day, and reminded again that cert. of incumbency mom legally can't sign. She told me to give them 4 days to review the cert of incumency.

March 27 7am PST Martina said she was notifying an underwriter to call me at his earliest convenience (never heard back from anyone)

March 28 10:34 PST spoke to Cathy, transferred to Amanda at 10:57. Amanda assured me that by 3:19 PST on the 31st the POA will be in effect but it could be earlier.

March 31 10:24 spoke to Alyssa, transferred to Susan from member resolution. Told to wait until end of business at 5:00 CST but that they will take calls until 10:00 that night.

March 31 4:31 PST spoke to Ebony. She confirmed the POA is in place and told me that it actually showed that it had been in place as of the 23rd. Helped me reset password but couldn't unlock the account for online access. Transferred me to Corey. Corey refused to unlock the acct. despite the POA and transferred me to Alicia at 5:26 PST. Alicia got me connected, confirmed everything was ok, and I was able to pay mom's bills again.

April 4 8:30PM PST received notification of dispute resolution in my favor, money refunded. I checked the accounts and the CD had $0.00 in it but the money was back in the money market. No dispute had ever been filed.

April 5 7:45 PST to ask what was going on with the CD. spoke to Rose, transferred to Jerry at 8:17. He told me I didn't show up as the POA that it had been revoked again and that he was submitting front row request to fraud dept. I had logged in to the account earlier and saw the CD was now not even showing where last night it showed at 0 balance. After speaking to Jerry, the account access was locked again. 9:20 PST

April 5 12:48 PST Denika told me the POA from the 31st was revoked again, refused to say why or by who. Tried to tell me to submit new paperwork, I demanded she move the call to a higher authority. Transferred to Maureen at 1:12 PST with the member resolution team. Explained to her what happened and that I don't want to go through the process all over again. She put me on hold while she looked over the documents. At 2:00 I uploaded the POA to banking and received confirmation, at 4:20 I uploaded the cert of incumency and received confirmation. Was told to call back in 2 days and ask for them to check the banking notes in my account.

April 7 2:38 PST spoke to Austin. He told me the due date april 11th, wait and call back in 4 more days. I demanded to talk to someone in the back office. Put on hold. He failed to find someone to talk to me. Transferred me to member resolution at 2:52 spoke to Qoydasha. She put in a rush request for 2-4 hours. Took my phone # both home and cell and took notes. Escalated it and promised someone would contact me within 2 business days. Said the POA should be good by Monday.

April 10 received an email 8:20 am from Pamela a customer service representative. She is researching what occurred and will contact me shortly. her xt 22065. Never heard from her.

April 10 11:20 PST spoke to Melanie. I called about the "request" for information sent to myself AND my wife (Bok Hee Star) that said if I dind't provide the information my and my wife's accounts could be blocked or closed. Cathy said she didn't see any missing information, no outstanding requests etc. While I had her, I asked her about the POA status on Mom's account. She affirmed that it had been restored (11:42 PST) I asked to get the account unlocked and was transferred to Kelby at 11:46. Kelby then transferred me back to banking again at 11:54 to William. William told me the POA was in effect, and then within 5 minutes he flipped and told me it had been revoked and that I couldn't get the account unlocked. He told me he could escalate the call but that there will be nothing that anyone could do about it. He mentioned seeing that it is in legal review. I demanded he transfer me to someone above him, and got Audry at 12:43. She said the POA and the paperwork were showing on the account. Tried to connect to Amanda French but got voicemail. Escalated again to bank POA guardianship and conservatorship team. Rush request 2-4 hours.

April 11 1:08 spoke to Liesl she reaffirmed that Audry will get back to me after she spoke to Audry. (still haven't heard from her). Legal review due to be completed on the 23rd. Transferred me to MRT and told me to request someone from member advocacy be involved. 2:11 call notes were copied to mom's profile. Told me that within 3-4 days someone will call from member advocacy high risk complaint. Gave me her extention 46193.

April 12 10:28PST Cynthia at XT 52863 called and spoke to me. Said she was submitting additional information.

April 12 11:34 PST Val called, talked to me and said Cynthia is above her when I mentioned that I had spoken to Cynthia earlier, and that I was in good hands.

April 13 Got another email from Pamela saying thank you for your concern we are reviewing the issue you raise, I will contact you shortly. Her xt 22065. Still have not heard from her. (same generic email as on the 10th).

April 17th Called cynthia at her extention 8:58 PST left a voicemail that we spoke on the 12th but I haven't heard back.

April 17th Called Pamela at her extention left a voicemail that I had received her email twice about her researching my concern that that she'd contact me shortly, but I still haven't heard from her.

April 17th called cynthia again 1:20 PST left a voicemail asking her to please contact me.

April 17th 1:31 PST called and spoke to Rachel. She confirmed I have POA and put me on hold while trying to unlock the account. got transferred to Chelsea at 1:38 who put me on hold while she checked to see what has been done. Came back and told me that it was still under review and she was researching further. After another 10 min hold she repeated that it was still under review since the 12th and that someone should contact me.

April 19 2:45 PST I again tried to contact Cyntha, Pamela, and Liesl at their extentions. Got voicemail for each and left messages to please contact me.

My auto and homeowners insurance continue to increase yearly. Why? I know for a fact that the dwelling amount I'm covered for will not be given me unless my house has been totally destroyed. Example: friends who also carry USAA have had damage to their homes and USAA ONLY paid for the damaged portion leaving a home looking half and half, not to mention their deductible they forked out for. In other words, roof damage, repaired the portion damaged making their home look awkward and ridiculous. USAA told them if you want it to look as it should you'll have to pay for remainder of the roof out of pocket. I asked one of the agents how is it they keep raising prices and the CEO, President, BOD, shareholders and other directors keep getting salary increases? Example, CEO makes approximately $1.9 mil a year not including bonuses, shares, etc. She stated they don't take any portion of premiums from customers. So I asked her, where does the money come from to pay these exorbitant salaries for all those high officials? She didn't know. You can't tell me premiums don't play some part in their salaries, whether through investments or whatever. Lastly, don't tell me people can't survive off $250,00 a year unless you live, which they do, waaaay beyond the means of humanity. While we fork out for decent protection with high premiums, they keep getting richer at our expense. Not only that these high officials abuse the corporation so as NOT to use any of their money. That doesn't surprise me one bit. You give an inch and they want a mile and get it as undeserving as it is.

To Whom is a concern,

I’m rebutting your fraud division’s decision to close my account and not allow access for a period of 60 days. I would like to explain my part in this wire transfer and my history with scammers. On April 4, 2023, I call from a number with your bank’s area code. I answered and spoke with to man. Who told me that I had suspicious activity on my account. I innocently answered his questions and gave information because I thought he was a USAA agent (he gave me all the credentials of an agent. Not knowing or realizing it was a scam at the time was a terrible mistake that I later regretted. When I realized he was phishing, it was too late, and the damage was done.

He scammed me out of $9,750 without me realizing it until it was too late. I hung up and immediately called the USAA agent who then connected me to someone in the fraud section who explained what I did wrong. The last time this happened I was instructed to change account (checking) and issued a new debit card. I realize now that it looks as if I purposely wired money to the person that was alleged to be in San Diego. I don’t know anyone living in San Diego and would never give $9,750 to someone I don’t know.

When you terminated (inactivated) my accounts and told me that I had to wait 60 days to get my money, it created several problems financially. Now I cannot pay my bills (rent and living expenses). This action caused me several hardships and damaged my credit. I’ve lost a lot of money and now can’t pay my bills. I’ve pleaded several times with different agents with no success. I understand that my banking history with USAA looks bad, but I’ve never tried to fraud or deceive this financial institution and my complaints were and are ligament.

I hope you and your staff will reconsider your decision and reimburse my funds. I was naïve, caught off guard, and unaware of this person’s method of scamming me. I’m being punished and held accountable, I disagree. I am willing to sign any document stating I was scammed and did not know what was happening.

Yours Truly,

Leroy Burgess

USAA Insurance Claim # [protected]@claims.usaa.com

It has been 105 days since our home was significantly damage by fire on December 23, 2022.

This home which we built ourselves after retiring the US Army, serving almost 35 years, is located in a lake community in the heart of Iowa.

We filed our initial claim on the evening of December 23rd while the firemen were extinguishing the fire. We were told that a Desk Adjustor would contact us. We waited 5 days before calling him ourselves.

Since the home was only 6 years old, we expected that there would be a cause and origin investigation. Unfortunately, the field adjustors estimate was only about 1/3 of the total damage, so USAA was not inclined to conduct the investigation. After continually demanding an investigation, USAA agreed and on January 20th an investigator arrived and determined that all parties involved in the construction of the home would be put on notice and the investigation should take place within the next 3-5 weeks. Now more than 10 weeks later a pile of rubble remains in our front yard.

On January 24th we identified a contractor that we would like to work with. On that day the field adjustor and the contractor met on site together and both agreed that the original estimate was understated. On March 2nd our contractor submitted his first estimate for repairs to the home to USAA. The field adjustor also submitted an estimate which was substantially lower than the contractor.

Since March 2nd the field adjustor has stopped working our claim and the contractor has made multiple attempts to get in touch with the desk adjustor in order to reconcile the difference in estimates.

Most recently, on April 6th I called to get an update on the progress of our estimate. I was able to speak with the 2nd desk adjustor assigned to our claim and he stated that he is trying to get in touch with the new field adjustor. I was also called by the team lead and unfortunately, I missed his call. He and the desk adjustor stated that they would call me this morning April 7th. I have yet to hear from either.

Since we had additional living expenses as a part of our policy, we were able to rent a home that was extremely nice, but substantially less than the rental value of our home. On April 1st we chose to move into our camper on the site of our damaged home. This choice alone stands to save USAA patrons thousands of dollars over the next couple of months. Our conservative nature should stand as notice to all, that in the end insurance claims cost everyone, not just the victim.

At this point in the process, I feel it necessary to elevate my concerns. I believe that USAA has failed to properly address our claim and I certainly expected better from an organization committed to service member support.

Sincerely,

Timothy R Rickert

USA, COL, Retired

Our mother died about 5 months ago, and our 86 year old father sold their car before relocating to move with us, so he has not needed his USAA car insurance. Our attempts to cancel his insurance with USAA have been frustrating and futile so far. USAA has earned the dubious honor of being the most difficult, confusing and ineffective of all the companies we have dealt with on our parent's behalf after her death. It's too bad that our experience does not line up with the solid reputation USAA has in general.

Part of USAA's confusion seems to be that our deceased mom was the person who set up the account with USAA for the two of them, and we do not have her user name and password. We have all the other detailed information and authorizations needed by any other company we've dealt with. We have a death certificate, Power of Attorney, and electronically submitted copies of our father's ID. We also have several recent statements from USAA under our father's name only. That would seem to indicate that at some point USAA realized she is no longer alive and he's their contact going forward.

Again, all we're trying to do is cancel the coverage on a car that's been sold several months ago after the death of one of the policy holders. Her surviving spouse has verified all of this electronically and by phone multiple times, along with his son and daughter-in-law.

It's frustrating and sad to keep putting an 86 year old widower on the phone to verify over and over again that his wife is dead and the car is gone. I hope this appeal will finally result in resolution of what seems like a simple matter.

Thank you.

Arkansas Auto Policy

USAA [protected] 7102

02/06/2023 - 08/06/2023

MSG Edward J. Winn, USA Retired

311 Medinah Boulevard

Bryant, AR 72022

[protected]

April 3, 2023

Car Claims Division

To Whom It May Concern:

Last January I changed my deductible from $500.00 to $100.00 to save money on my front windshield replacement. I have paid the entire 6-month premium which is a little too high in my opinion. I found out today that since the window was damaged 2 years ago, I have a $500.00 deductible. I have never used or even submitted a claim ever with USAA.

You even have my dates of Service wrong. Joined 08/23/1972 - Left 07/10/1996. Retired at age 60 on August 16, 2015. When someone retires from the United States Reserves - they are Retired from the United States Army (NOT Reserves) per US Army Personnel Department (G-1). Check the regulations. I have a total of 42 years, 11 months, and 23 days of Service. See attached document.

On August 6, 2033, my USAA Insurance will end due to this policy procedure for telling the truth. In addition to this, I will close all my credit cards and transfer all my funds to a local bank. In eleven (11) years, I haven’t used or abused your Insurance. I should have said it happened 2 months ago. Problem Solved!

Knowing all this, I expect nothing to change or happen. I will also post this on every USAA review blog I can find.

Thank you for your lousy Service.

Sincerely,

Winn

In 1957 my father became a member of USAA as a newly winged Naval Aviator and I have been a member for over 40 years. USAA used to have excellent customer service however over the last 10 years their customer service has taken a real nosedive.

As a result of this I refinanced my mortgage with Wells Fargo, cancelled my credit card (I have an 837 FICO score) Moved my Roth IRA to Vanguard, and I am now shopping for new home and auto insurance. This will complete my total divestment in USAA.

In May of 2022, I received a check from USAA in the amount of $22,910.48

with a letter explaining that is was for a "Depreciation Payment Due".

The letter stated that they identified that the deduction for depreciation was calculated incorrectly.

Amount Due: $18,722.11

Interest amount: $4,388.37 (3.5% annum):

Total Payment: $22.910.48

USAA then sent me an IRS Form 1099 (Misc) that stated they had paid me

$8,376.74 in interest which is exactly double the amount of $4,388.37 actually paid to me.

I started making phone calls (left voicemails because no one will answer the phone at USAA) various emails which have all gone unanswered except for one

from Patricia Rubalcavata that stated I received $4,188.37 in interest.

DUH... She failed to explain why they reported $8,376.74 to the IRS.

All subsequent replies to her emails have gone ignored for 2 weeks.

My dilemma is that until I get the situation resolved by USAA I am unable to complete my 2022 Federal Income Tax return. My tax liability will be significantly higher if I report the incorrect amount of interest paid.

Sincerely

USAA Member 2297722

USAA has acted in bad faith for duration of insurance claim, admittedly ignored all attempts at correspondence for 2 months. Redirected claim through 19 different adjusters. #18 pointedly lied to me about my legal options,length of claim, shamed me for not being able to find a contractor, took 2 months and 400 emails to get the name of a supervisor

I hit a animal coming home from my girlfriends house on Monday @ 0400, which damaged my bumper and damaged my intercooler (drained all of the antifreeze in the vehicle). I enacted my BMW roadside service and had my vehicle towed to the local BMW dealer. After communicating with a service adviser, I contacted USAA to discuss my options. The 1st lady I spoke too, took all of my information and supposedly filed a claim on my behalf. After getting off of the phone with her, I had one more question, so I attempted to call her back. Of course, I get a new person on the line, who had me go back through the same (1hr conversation) as the previous person I was chatting with. During the conversation, it was determined that the original lady never submitted a claim, nor did she assist me with a rental car, which was clearly in my policy (been with USAA for over 22 years now). After roughly a 1.5 hr conversation, I was finally squared-away. The 2nd lady gave me my adjusters contact information and she coordinated a rental car for me, which I left shortly afterwards to pick it up. The following day, I did receive an estimate, which I thought things were going in a positive direction. I also noticed that a payment was sent to me, which I found odd. The next day, I received a call from my BMW service adviser asking me what's going on with my insurance company because he hadn't heard anything from USAA and he wanted to know what was being done with my vehicle. I told him that I thought USAA was working directly with him and that I received a quote and payment from them. My service adviser began to tell me that he never submitted a quote on my vehicle, nor has he spoken with anyone about my vehicle. After this, I immediately tried to call my USAA adjuster (Tiffany White) and the call center kept routing me to someone else. At this point, I told me service adviser to review the estimate and perform the necessary work IAW the estimate. I told him that of the price goes over the allotted threshold of the estimate, that USAA would have to approve the work/cost. At this point, I thought everything was finally straight and my car is being fixed. It wasn't until yesterday (28 March) @ 1730, I received a call from the rental car place, telling me that the rental agreement on the car ends today and the car needs to be returned before they closed. I told the person that my car is still getting repaired and I'm over 2 hrs away from their business. He said to just take it up with your insurance company and keep them informed. I immediately called my USAA adjuster and asked what is going on and left her a voice message, letting her know that I'm frustrated about this. I didn't receive a call, so I went on the claims section in my USAA app and sent a message on there. It wasn't until this morning at approximately 0946 I get a call from Tiffany White. Tiffany called to tell me that she talked to my BMW service adviser and they haven't done anything with my car because they didn't agree with the labor cost in the quote that was provided. Then Tiffany began to tell me that starting today, I'm paying out of pocket because USAA only authorized 4 days from the time of the estimate to have a rental car. The really frustrated me and I let her know my displeasure with how I've been taken care of. I asked her what my implied tasks are with my vehicle and what are USAAs. Simply put, what do I need to do that you aren't going to do, so I can get me car back. Tiffany began to tell me that a negation has to take place on the cost between BMW and USAA, which can take 24-48 hours, which depending on the result of the negotiation, my car might have to go somewhere else. Hearing this just frustrated me more because now, I'm hearing more time and time is equaling money because I have to now fit the bill for a rental car. The bottom line, I feel that USAA completely dropped the ball on me AGAIN (happened last year when I totaled my truck). I guess that I'm the stupid one in thinking an insurance company will actually take care of you. In my 2 experiences with, I've dealt with complete incompetence and it's causing me to take my insurance needs somewhere else. I work directly with soldiers on Ft Hood and all of my collogues told me to drop USAA, which after this, I'm probably going to do so. I've paid over 22 years into USAA and you would think that you would get better service than the experiences I went through. I can't image what other veterans and service members are experiencing as well.

Just got insurance with them on 4 cars. First thing I get a quote and call back the same day and say do it. The price went up 30 a month, they said they didn't run out drivers record. Why the **** didn't they before giving us the quote. It was my other son a no fault hit a curb. He isn't even on this insurance. Every time we call the story is different nobody knows the rules.We wanted our other son to get the policy on the truck in his name "time to grow up" Got a outrageous quote. We to another company and for the same thing 1/3 the cost from USAA. We are now going to remove the truck from our policy and am just waiting for the BS. Every time I call it's this big long line of BS. I want them to just do as I ask, It's my money. Called to change limits took 30 minutes. Should have stayed where I was. Call my old company nothing took more than 5 minutes. IO will be changing company's soon.

My USAA six month policy premium for my 23 year old pickup truck skyrocketed 33% higher from the last six month premium. This is usury. A 33% rise in an auto premium is unacceptable. I have been a USAA member in good standing for more than 60 years.

This complaint has been returned to me with this statement:

Hello,

We have examined your complaint and noticed that some important information is missing.

To help you resolve your issue, please follow the instructions in the link below.

https://www.complaintsboard.com/new_complaint/?editGUID=f3885a0dde4a1e64fde18a4af394a9bb

Sincerely yours,

ComplaintsBoard.com Team

We are here to help

KINDLY SHOW ME WHAT 'IMPORTANT INFORMATION' is missing!

Iv been a me.e er for about 14 years iv bank accounts, credit cards, multiple insurance policicies, and after I was involved in a wreck on February 24 2023. My life got flipped upside down by usaa. They froze my account returned every bill payment I made for about 2 months including my mortgage payments the only had my va disability and social security and tax return deposited in the account that was mine. My wife's name was added a few months before and outta nowhere my va disability gets garnished and I'm held responsible for a debt that wasnts mine they froze the insurance claim refused to do repairs to my car and even took all my daughter money from her account for a debt that took place before our marriage. I was not given any information about the garnishment and loyd and McDaniels wouldn't tell me anything about the garnishment because it wasn't my debt. Then when I switch home owners insurance from usaa to All-State they tried to keep the refund from. My policy and we had bef them to send the check to my mortgage company to get caught up on my escrow account balance. And Iv ask many times to close the accounts and they refuse and they won't allow you to talk to anyone in charge of the bank. Bad bad bad 👎

25-30 years ago USAA was was in a category of there own for customer service. There was nobody better in the world. Now they are one of the worst. They don’t get any positive reviews.

I called banking 3/13/2023 at 9:00 am because I could not complete a transaction on live due to a bug in their program. I was told Next available agent will get to you in approximately 60-90 minutes. Call me stupid but when it comes to banking and my money I want to be able to talk to a real person in the USA and get to this person within 2-3 minutes.

I thought it impossible for a company to go from the very best to the very worst but USAA has managed to do this.

The majority of reviews on trust pilot for USAA are very negative .

Car has been sitting without resolution awaiting repairs and continuously provided wrong and misleading information.

Car accident through no fault of ours was in January.

Estimate completed.

Car had been in previous accident

Was told by 2 different Claims adjusters a person was phyically coming to see the vehicle. This was untrue.

According to Claims adjuster I was to find pictures showing this car was in aesthetically perfect condition to the repair shop. Repair shop says they don't car about these pics. Called back and sent them to the email. NOT A PHONE CALL BACK OR EMAIL.

I have spent more time requesting to understand why there is a delay other than..."it was in a previous accident, and someone will call." NO CALLS.

I do not care that it was in an accident. I want it repaired to the same condition prior to accident. Period.

If i don't receive a resolution by end of day March 13, 5pm CST. I will stop this process and file this with State Farm. We are not at fault and was told this was much quicker...well it's not. I will then go through their process that must be better than this...then after this simple repair is finally done I will move ALL insurance from my 3 drivers, to my 3 cars, home, investment property, life insurance, umbrella insurance and personal property straight to State farm. I of course know that my one claim to this reader is meaningless, but I cannot do business like this and at least I have a physical person to see versus the 6 different "claims adjusters" I've dealt with EVEN IF IT MEANS paying more for my insurance.

I left the Army on February 16th after given two weeks notice of my discharge. As soon as I knew that I indicated that by filling out USAA's transitioning service members resources. On March 1st I received no more income and since there wasn't any time to apply and be approved for normal VA and financial resources that Veterans receive I applied to several other financial assistance programs since and the only resources we (my family and I) have received was emergency food stamps as I was denied or received no reply for rent or utilities assistance, so my last option was to withdraw my retirement savings to prevent being sent a nonpayment of rent this month as well as paying for utilities and debts I owe. However, when I received this money and tried to deposit it, it was immediately put on hold and only less than 10% of the balance was deposited, which I assumed had a $10,000 deposit limit. Because of these holds, which when I called today to see if they could remove it, they said they couldn't and wouldn't do anything until the hold was removed which is March 16, which by then I will be sent nonpayment of rent this month and allow the landlord the option to begin eviction. I will also have more late fees for returned payments. I chose USAA specifically because I thought they would understand and be sympathetic to my situation since USAA only serves service-members and their families but now it feels like our only relationship between us is for debt collection. These holds also prevent me from preparing to move out of our house this month to attend trade school. I can't afford to wait until the 16th to use my money and because of this I can no longer recommend USAA as The Service-members Bank as my treatment from my transition to civilian life has been a nightmare due to them. I will probably have to go into more debt just to not have my family and I be homeless

I was in a car accident on Jan 26, 2023 at around 2am. It happened while on a family road trip; we were 4 states away from home when we spun out on the highway. Luckily none of us were hurt but our car was nearly totaled and had to be towed away. USAA was able to set up our auto claim right away and it seemed everything was being taken care of. We picked up an enterprise rental that was being covered by USAA later that morning and continued our trip. We have a rental coverage of $1500 so we continued to use the car and moved on with our lives while our car has been in the shop. It’s still in the shop as I’m writing this. The complaint I have comes a month later on Feb 27. I tried to pull money from an ATM and my card kept getting declined. This was strange so I checked my bank account and discovered enterprise had charged me $902. This was odd because 1. I was still in the rental and 2. The rental was supposed to be covered completely by USAA up to my $1500 limit. So I called the enterprise we picked the car up from and they said it was weird that the charge was issued since we still had the car but ultimately discovered that USAA had stopped paying for the rental on Feb 6th. They recommended I call USAA to sort this out. I call USAA and speak with an adjuster, of course the one assigned to me was not available, and they said they stopped paying because the auto shop who had our car didn’t have the keys. We had mailed the shop our keys and received confirmation they were received. The adjuster admitted that it was their mistake, they should not have stopped paying for the car until we reached our limit. Ultimately she worked with the rental team to get them to call enterprise and cover the $902 and told me that as of that day, Feb 26th, we were at our $1500 limit and any additional days were out of pocket. The adjuster was very short with me and seemed bothered with the whole situation. I asked when we could expect the money back in our account and she went in circles saying she took care of it, not giving any specifics. After prying she said that if we wanted to get our $900+ back we would have to return the car. It is something enterprise would have to refund us. Of course we had to return the car to get our money back. USAA’s mistake drained our bank account. We were out that money for about 5 days and are still without a vehicle. My husband called USAA back while we were waiting for the money to hit our account and asked if there was anything that could be done. They said there was nothing on the money side they could do since it was a refund but that because of their mistake, they would be happy to extend us a courtesy rental car until our car was out of the shop. My husband explained that we would need to get back to them because we had no money for gas or a deposit on the rental. Since enterprise charged us the money that was supposed to be coming from USAA. The day the money hit our account I called USAA back and asked about the courtesy rental and it was as if they had amnesia. There was no notation about it whatsoever. The adjuster I spoke to this time just kept going in circles stating “you have a $1500 limit and you have reached it” it took 15 minutes of explaining to get her to understand that someone offered us a rental. She said a manager would have to review our account and the call logs since everything is recorded. It took the manager 3 days to get back to me and when he called my phone didn’t even ring. It went straight to voicemail and I wish I could upload this voicemail on here because this man sounded like he was half asleep. He had no empathy or emotion in his voice whatsoever. He explained again that we have a $1500 limit and we had reached it. He clearly did not review any call logs. I am just so beyond frustrated with this whole experience. We, the little guys, are the ones taking the brunt of big corps mistake and there is nothing we can do about it. The car accident was such a big event and I thought we could count on USAA to be there for us. We have been with them for 17 YEARS, and have been happy with the service. Lately though it has been lackluster and we are considering switching to someone else. This situation should have been handled with more care and I am very disappointed.