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1.7 581 Reviews

USAA Complaints Summary

91 Resolved
474 Unresolved
Our verdict: With USAA's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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USAA reviews & complaints 581

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4:48 pm EDT

USAA Account access = credit card

I spent 4 hours trying to get access to my account. Spoke to at least 5 representatives. Each would not get access to my account without a code sent via text messaging. this must have gone on for hours, Text was never sent. Finally with the last representative going through the same routine she found out that your system has a failure and would not send out text messages, or emails.

I would certainly seem that if you had that type of failure you would have altered everyone what was happening and make an alternative method to log. I could get into my account and nobody seemed to care. "Not my job - have no way to do this".

If it hadn't be the last person, I talked to go the extra step to determine the problem I'd still be trying. I understand the security issue but when the system fails you need to make other arrangements.

H Little

[protected]@gmail.com

Desired outcome: Want an answer.

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9:39 pm EDT

USAA Auto and homeowners insurance

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.

Desired outcome: Lower premiums on auto and homesowners insurance. Even if these high execs have to cut their salaries.

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9:46 pm EDT

USAA Wire transfer

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

Desired outcome: I would like to reimbursed for the funds that were taken.

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2:23 pm EDT
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USAA Homeowners insurance claim

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

Desired outcome: We would like to have our home repaired and move back in.

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8:50 pm EDT
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USAA Closing account after death of a parent

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.

Desired outcome: Please close the account.

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7:02 pm EDT
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USAA Car insurance policy

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

Desired outcome: Honor the $100.00 Deductible I paid for, and fix my front windshield.

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1:32 pm EDT
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USAA Home owners claim, usaa reported an incorrect interest payment to the irs

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

Desired outcome: I need someone to respond to my numerous voicemails and emails pertaining to this matter and correct the amount of interest reported to the IRS from $8,376.74 to the actual interest I received of $4,188.37

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1:02 am EDT
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USAA home insurance

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

Desired outcome: my family has paid for 60 yrs.stop games, abuse and flagrant disregard for the law. schedule a call with Lindsey M

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3:24 pm EDT

USAA Claims

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.

Desired outcome: USAA to do it's job and get my car fixed and pay for my rental car while my car is being fixed (that's what I'm paying for)

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11:12 am EDT

USAA Auto insurance

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.

Desired outcome: Change the way they treat customers, it's our money they want and we can go anywhere with it.

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2:25 pm EDT
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USAA Outrageous auto insurance premium increase

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!

Desired outcome: A slight increase in an auto insurance policy premium is always understood. 10% MAX is almost unacceptable. I want my premium rolled back to a non usury level of increase.

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8:22 pm EDT
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USAA Banking

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 👎

Desired outcome: Close account and pay for all damages caused about t 12000 dollars

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9:14 am EDT
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USAA Banking

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 .

Desired outcome: Ability to reach a real customer service person in the USA in just a few minutes by phone.

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6:25 pm EDT

USAA Delay on car repair

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.

Desired outcome: Fix my car as it was 10 seconds prior to collision. I do not care if it was bondo'd prior.

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9:56 pm EST
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USAA Deposits held on emergency funds

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

Desired outcome: Release the holds on my deposits

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Trey Rodgers
, US
Mar 16, 2023 8:09 pm EDT
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This is happening to me also.

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11:03 am EST
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USAA Auto adjuster makes mistake with rental, I am the one paying.

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.

Desired outcome: USAA tries to rectify the situation. I would accept an empathetic phone call.

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10:06 am EST
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USAA HO claim status claim #: 050

A claim was filed for DOL 7-6-2021. Claim#: 050.

I have attempted many times to view this claim status. It does not present anywhere on my account. Depreciation was held back on my Replacement HO policy. I recently sent an invoice for completed repairs. The brief response received from USAA merely referred me back to their original letter that was sent. This claim does not appear on my policy. How can I possibly refer to that letter when the claim is not there anymore?

This is the latest response from USAA …

From: ooo@usaa.com

Date: March 1, 2023 at 11:31:04 PM CST

To: Saathoff@gvtc.com

Subject: Where is the claim # [protected]-050

Your response was sent to a USAA e-mail address that is not set up to receive messages. To send USAA a secure e-mail message, please use https://www.usaa.com/inet/ent_utils/McStaticPages?key=ContactUsMain&EID=105182-1009_body Contact Us on www.usaa.com, or if you prefer, call [protected]-USAA (8722).

Thank you,

What do I do with this?

Carol Michele Saathoff

Desired outcome: Review the status of the claim and receive indemnification under my Replacement HO policy

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5:27 pm EST

USAA Credit card dispute

At one time USAA had remarkable customer service and was about their business of upholding their mission and vision statement, “USAA Mission and Vision Statement Analysis USAA’s mission statement is “ to provide excellent service for our members, we stand financially strong.” The statement reveals what the company holds as the heart of all its operations by emphasizing the excellence of its services.” I used to be proud to hear great comments from people, not USAA members. Nowadays, USAA third parties care less about the customers or USAA's mission statement.

In the past, I have filed several credit card disputes and USAA failed each case. If we had not been persistent and continued the fight on our own with the merchants a lot of our money would have been lost. USAA allowed merchants to steal money from their customers. This is so sad. This last case I am mentioned was generated on December 12, 2022.

In order to provide insight into how much and what customers have to go through, I am posting this statement I sent to the CEO's office:

“Regarding my conversation with M... at the CEO's office on January 30, 2023, as requested, I am providing information in reference to overall past and present issues and concerns with USAA employees.

“On January 30, 2023, I contacted USAA because of the posted notification for my credit card dispute, which I received on January 30, 2023, to my credit card and my USAA documents. I was on the phone with Mrs. P………..in the resolution department for 3 hours 15 minutes, and 42 seconds trying to get her to understand that this dispute resolution was not done correctly and the decision was made prematurely because of my previous calls to USAA and on January 20, 2023, providing pertinent information to support the dispute. I did not feel that the disputed status should have been posted as unfavorable. This case was processed and conducted carelessly. It was not until near the end of the conversation that Ms. P………, understood the concept that the USAA dispute status letter dated January 30, 2023, was in agreement with the merchant to charge our credit card twice, once on December 12, 2022, and January 15, 2023.

In addition, I was already discontented with past and present issues such as what feel are employees' unethical practices such as not making accurate notes, not filing complaints, agents stating, they are not finding notes, and if there are not, the notations consist of what a previous agent recorded. By now, I am more frustrated that I had to repeatedly request to speak to someone higher than her office but was given the runaround for nearly an hour. Finally, I suggested if this practice is what USAA has resulted in too; this is the wrong banking for me and my husband and USAA is not honoring its mission to care for the military and their families.

I explain to Mrs. P………. that the last four credit card disputes through USAA were not in our favor. However, we pursue the issue and resolve the dispute ourselves, which turned out in our favor. This shows a continuous lack of help from USAA to address their customers’ concerns and issues properly and professionally. I expressed to her that I used to feel good when I pulled out my USAA card to pay for items in different department stores, and people would say, they would love to be a member of USAA, but lately, people's viewpoints have changed with many negative viewpoints.

I inform Mrs. P…… before my husband and I decide on what our next course of action would be whether we would stay with the bank or not, I was not going to give up trying to reach someone higher than her department because USAA's higher echelon need to know about the improper and unprofessional practice that is jeopardizing tarnishing the USAA reputation.

In regard to my recent credit card dispute, in order for your office to get the entire picture of the unprofessional handling of this case, I would like to request telephone calls from December 11, 2022, through January 31, 2023, to be pulled. I noted several phone calls, on December 15, 2022, with Marc, and January 3, 2023, with J…..and A…... I would like to ask that your office would listen to the phone recordings for January 20, 2023, I believe this call was over an hour. The agent talked about how botched the case was from the beginning, and how these younger employees are not doing their jobs, with which I was in agreement. The second call I would like for you to listen to is on January 30, 2023. This is the call, figuratively speaking the straw that broke the camel's back. Overall, Ms. Paulette was more attentive to the issues than previous representatives.

I am, including emails that I received from the merchant. I informed USAA representatives about these emails. I believe the last time I spoke with an agent about the emails was on January 20, 2023. I was told if USAA needed additional information, they would contact me and keep an eye on my USAA notifications. I was never asked to upload these emails. Unfortunately, it appears that there was no effort to resolve past and present disputes only to initiate the disputes and wait until 30 days pass to send out the disputed status unfavorably. Again, I say this because USAA failed us on all our disputes and if we had not been persistent and continued to work on our own and pursued the disputes on we would not have received a favorable outcome. Please do the right thing and make this wrong a right. *USAA-related case numbers: #[protected], [protected], CA10105141, CA10105549, 8364253. *Supporting documents attached.”

USAA CEO's office turned our case over to Mrs. J……member advocacy, however, I never spoke to her through the process. She claimed to reach out several times via my cell, however, I checked my cell call log and missed calls, no USAA calls, and no voicemail messages. In USAA's final decision, Mrs. J……. suggested that I continue to collaborate with the merchant, knowing that the merchant will not communicate with you once a dispute is launched. A clear sign of going through the motions.

Another disturbing issue is I never received feedback on my requests for the data/inquiries to the merchants that determined USAA’s final decision, which we are entitled to because it is our case, our money, and our efforts to get a genuine resolution. Nor did we receive feedback on the recorded phone calls we requested between us and USAA employees. Also, with USAA there was a time when we were denied the funds to be credited where a fraud case clearly existed involving Zelle USAA attached to customers’ accounts without customers' input, whereas USAA knew who the scammers were. USAA Customer Service has turned into a joke and just goes through the motions when customers need to call in for issues and resolutions.

I am appalled at what this company has become. USAA used to be a great company, giving top-notch service. That is no longer true and the Board needs to do a serious review of the USAA, their third parties, and how it has changed for the worse.

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2:42 pm EST

USAA Auto insurance

My daughter had an accident and I called them to report the accident.

They had a recording that they are closed. That is the most stupid thing ever.

You can have a death and they have no one working closed.

I have had other insurance and they have 24 hour service for car accident and to file claim. I pushed a lot of buttons and don't know how I got a hold of someone. They then did the claim and sent us to Enterprise to get a rental and we went and they said they have no cars but yet saw like 20 vehicles on the lot with 2 hours to go. I checked the app and it said they had cars available. The employee was rude and did nothing to help. USAA needs to fixed this problem with their auto insurance and have an option to talk to someone. It is stupid that you have to go all weekend and wait til Monday to talk to someone.

Also unable to get a rental and again can't talk to anyone.

I will have to find another insurance company to cover my insurance and someone I can talk to, but they sure are good at taking their money.

I would not refer this company to anyone.

Desired outcome: I want them to fix their service and have 24 hour service to be able to talk to someone for auto claims accident, and to have a good company for car rental that they send us to.

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USAA Auto Insurance

I received a notice from USAA in the mail dated January 31, 2023, but it arrived in the mail on February 17, 2023 saying I missed a payment for my car insurance. I logged into USAA immediately and saw it said I owe $140 by February 23rd, 2023. I paid it immediately but they said the policy was terminated on February 15, 2023. I want my car insurance re-activated immediately. I've been a customer for 30+ years and have 2 home-owners policies I pay on also. I believe your notices were not sent in a timely manner, and the online account I use said the due date was 2/23/2023.

I feel everything was set up to fail me possibly intentionally! Please reply. USAA representatives keep giving me false fax numbers to send complaints to. This is just getting way out of control!

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USAA Customer Reviews Overview

USAA, short for United Services Automobile Association, offers a range of financial services tailored primarily for military members, veterans, and their families. Their offerings include insurance products such as auto, home, and life insurance, as well as banking services like checking and savings accounts, credit cards, and loans. Additionally, USAA provides investment and retirement planning services. The company is known for its focus on serving the unique needs of the military community.

USAA In-depth Review

Overview of USAA: USAA is a reputable financial institution that offers a wide range of products and services to its members. With a focus on serving military members and their families, USAA has built a strong reputation for its commitment to customer service and support.

Membership and Eligibility: USAA membership is available to active, retired, and honorably discharged military personnel, as well as their eligible family members. This includes spouses, children, and widows/widowers of military members. Membership eligibility is also extended to cadets and midshipmen at U.S. service academies.

Products and Services Offered: USAA offers a comprehensive suite of financial products and services, including banking, insurance, investments, mortgages, and loans. Members can access a variety of checking and savings accounts, credit cards, auto loans, and home loans, as well as investment and retirement services.

Customer Service and Support: USAA is known for its exceptional customer service and support. Members have access to a dedicated team of representatives who are available 24/7 to assist with any questions or concerns. USAA also provides online resources, including FAQs and educational materials, to help members make informed financial decisions.

Online and Mobile Banking Experience: USAA offers a user-friendly online and mobile banking experience. Members can easily manage their accounts, transfer funds, pay bills, and deposit checks using the USAA website or mobile app. The platform also provides access to financial tools and resources to help members track their spending and savings goals.

Insurance Coverage and Policies: USAA is well-known for its insurance offerings, including auto, home, renters, and life insurance. Members can customize their coverage to meet their specific needs and take advantage of competitive rates and discounts. USAA's insurance policies are highly rated for their comprehensive coverage and excellent claims service.

Investment and Retirement Services: USAA provides a range of investment and retirement services to help members plan for their financial future. From individual retirement accounts (IRAs) to mutual funds and managed portfolios, USAA offers a variety of investment options to suit different risk tolerances and goals.

Mortgage and Home Loan Options: USAA offers competitive mortgage and home loan options for members looking to purchase or refinance a home. With flexible terms and low interest rates, USAA provides members with the tools and resources they need to navigate the homebuying process with confidence.

Auto Loans and Financing: USAA offers auto loans and financing options for members looking to purchase a new or used vehicle. With competitive rates and flexible terms, USAA makes it easy for members to get behind the wheel of their dream car.

Credit Cards and Rewards Programs: USAA offers a variety of credit cards with competitive interest rates and rewards programs. Members can earn cash back, travel rewards, and other perks for their everyday purchases.

Financial Planning and Advice: USAA provides members with access to financial planning and advice services. Whether members are looking to create a budget, save for retirement, or plan for major life events, USAA's financial advisors can provide personalized guidance and recommendations.

Security and Privacy Measures: USAA prioritizes the security and privacy of its members' information. The institution employs advanced encryption and authentication measures to protect against unauthorized access. USAA also offers additional security features, such as two-factor authentication and identity theft protection.

Pricing and Fees: USAA strives to offer competitive pricing and transparent fee structures for its products and services. Members can review the terms and conditions of each product to understand any associated fees or charges.

Accessibility and Convenience: USAA provides members with convenient access to their accounts and services. With a robust online and mobile banking platform, members can manage their finances from anywhere at any time. USAA also has a network of ATMs and partner banks for easy cash withdrawals and deposits.

Reputation and Trustworthiness: USAA has built a strong reputation for its commitment to its members and their financial well-being. With high customer satisfaction ratings and a long history of serving the military community, USAA is widely regarded as a trustworthy and reliable financial institution.

Pros and Cons: Pros of USAA include its exceptional customer service, comprehensive product offerings, and commitment to the military community. However, some potential cons may include limited membership eligibility and availability of physical branch locations.

Conclusion and Recommendation: Overall, USAA is a highly recommended financial institution for military members and their families. With its wide range of products and services, exceptional customer service, and commitment to the military community, USAA is a trusted partner for all of your financial needs.

How to file a complaint about USAA?

1. Log in or create an account: Ensure you are logged in to your ComplaintsBoard.com account. If you do not have an account, please register by providing the necessary information in the sign-up form.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.

3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with USAA. Make it specific and clear, such as "Unauthorized Account Charges at USAA" or "USAA Insurance Claim Delay".

4. Detailing the experience: In the complaint description, provide a detailed account of your experience. Mention specific services or products you used, such as banking, insurance, or investment services. Describe the nature of the issue, including dates, amounts, and any relevant policy or account numbers (avoid sharing full personal account numbers for security reasons). If you attempted to resolve the issue with USAA, include the steps you took, the responses received, and the timeline of events. Explain how this issue has personally affected you, such as financial loss or stress.

5. Attaching supporting documents: Attach any relevant documents that support your complaint, such as correspondence with USAA, receipts, or statements. Do not include sensitive personal information like social security numbers or full account numbers that could compromise your security.

6. Filling optional fields: Use the 'Claimed Loss' field to quantify any financial losses you have incurred due to the issue. In the 'Desired Outcome' field, clearly state what resolution you are seeking from USAA, whether it's a refund, an apology, or corrective action.

7. Review before submission: Carefully review your complaint for clarity, accuracy, and completeness. Ensure that your description is coherent and that all the facts are correct to the best of your knowledge.

8. Submission process: After reviewing your complaint, click the 'Submit' button to file your complaint against USAA on ComplaintsBoard.com.

9. Post-Submission Actions: Keep an eye on your ComplaintsBoard.com account for any responses or updates regarding your complaint. Be prepared to engage in further communication if necessary to resolve your issue with USAA.

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Phone numbers

1800 531 8722 +1 (210) 531-8722 More phone numbers

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