USAA
reviews and complaints

I am overseas and have not used my USAA account for some time. I could not verify my account through customer service or the online ID verification. I was told it would accept a foreign drivers license; it wouldn't do it for me. USAA has my overseas phone number (at least the last 4) but appear to be unable to text me for verification. I was informed I could send my identification cards and passport to the USAA Verification Section. I did via DHL Express and have a verification that the package arrived. However, the USAA Verification office has not contacted me (been 3 weeks). To compound the problem, USAA Customer Service agents claim they have no access to the Verification Office or to anyone else that might help me because I can't validate my identity. I'm in a loop. USAA has moved their banking way too far toward 'security' and away from proper customer service. No balance anymore.

On the USAA Banking site, it allows you to add non-USAA external accounts and policies. I have enjoyed this feature until recently when I tried to look at a credit card by Marcus of Goldman Sacs and was unable to sync information between Goldman Sachs and USAA. After 3 phone calls during the week (approximately of 5 total hours wasted), nobody could figure this out as to the error message. Same for a second financial institution and recently a banking representative stated it was due to only having 8 external accounts on the USAA website. Nowhere does it indicate it is limited to 8 external accounts and the accounts listed by this banking representative were outdated, incorrect or just doesn't work with syncing the information of one of the eight accounts listed by the banking representative. Two tickets were created and no one within USAA can find the information from the first ticket resulting in repeating accounts number, answers to secret questions, etc...

The sad part is the amount of time wasted trying to stay on top of my financial institutions and credit cards. Several of the USAA representatives have dropped the military titles which is another indicator of how USAA deal with it Veterans.

On November 6, 2022 we had a fire which created the entire house to be filled with blinding white toxic smoke. The local fire department evacuated the smoke, and recommended the house not be occupied. The house became uninhabitable by the human occupants, as well as the numerous pets. Immediate arrangements were made for housing the displaced. The entire contents of the house were ruined where much of it needed to be thrown out, or required special cleaning.

Of course, a claim was made to USAA by the next day. A remediation company was hired and became the main contact to record, advise, and take remedial action where USAA gave direction to the remediation company to take reclaim action, remove and dispose of un-recoverable smoke damaged items (such as drywall and insulation), and take protective action. The remediation did so, based on the USAA direction given. Only after the magnitude of the likely costs, the USAA agent quickly back tracked and denied the verbal direction given. During various telephone calls flip-flop answers were received from the USAA agent, creating confusion and extending inaction by all involved. Ultimately a dispute has ensued, and the insured realized that a public adjuster would be needed to be hired to rectify and resolve this matter.

The house has been gutted, is un-inhabitable, is undergoing excessive fuel cost to maintain temporary heat, and piping is in jeopardy due to cold weather. Bills are accumulating for person/pet housing, where insurance funds are being wasted, and may easily break through the insurance limit, and bring the need of the use of personal funds by the insured, and may jeopardize the credit ability of the insured. Committal by USAA to announce a viable and reasonable reconstruction budget to the insured, (where it would allow the insured to begin contractor services) has been negligent.

USAA made requests for documentation/invoicing of costs of housing of the insured, and the insured pets, and they were submitted. Seed money was requested to start the re-construction process for contractor deposits, etc. and USAA said they will disburse some funds. Well, after approximately 8 weeks’ time, January 5, no funds have been received to start the recovery process, or pay other expenses. Yet several times USAA stated the funds were issued but a viable payment never appeared in the mail.

We find this intolerable, and offensive! It appears we have no other choice to consider taking other action to force the settlement of recovery funds to be issued, such as filing a claim with NYS Department of Financial Services, as well as, commencing a lawsuit.

So as to respond to answer your own question on “how are you doing?” to communication center, the answer is TERRIBLE! The agent and supervisor handling this claim is unprofessional to say the least.

We also want to say prior to this we thought USAA was a great company, giving top notch service. That is no longer true.

I have been with USAA for over 20 years. I moved to South Korea for DOD,

when you arrive to Korea you have to change phone numbers to Korea provider. Doing this locked me out of my USAA account because I cannot get the text security code from my old number to add or update my car insurance. I have been trying for 12 days to get my car added to my insurance her in Korea.

The customer service agents cannot help I have called 15 times. The USAA process to identify who I am will not call me or respond to my uploaded info as I have followed the steps 4 times to be ID. I was told that they know this is a problem and they will get to me as soon as they can. 12 Days is way to long to not have car insurance. I cannot use my car and this is a strain on me and my family. To put it nicely.

According to my current savings and checking account statements, the interest USAA is now paying on these accounts is so small it requires an electron microscope to see it ( about .000009% on checking and about .0006% on savings). This is pathetic, especially considering the current Federal Funds rates and other opportunities for Federally insured funds. Even my broker is paying 3.7% for cash accounts (insured).

Is USAA trying to drive off accounts? They appear to be trying very hard to do so. I have been a USAA member since 1963.

On September 23rd, I received a text from Amazon which stated there were unauthorized charges on my account. I called Amazon customer service listed on the text. The customer service representative claimed to verify that there were several individuals who had hacked my account and made purchases. Per their request, I downloaded an app called “any desk”. After downloading the app, I didn’t realize he was “mirroring” my phone with this app. He requested I make purchases temporarily through my Vemo account. He stated they would be pending transactions and I would not be charged. Once I realized this was not an actual Amazon representative, I immediately hung up the phone. I called USAA to stop the charges right away. When My husband and I spoke to a USSA representative, the representative advised me to file these charges as fraudulent.

I was notified in October that my claimed was denied. I called USAA back , and talked with another representative who confirmed the claim was denied. We explained the situation again and the rep thought the claim should likely have been handled as disputed charges instead of fraud. We resubmitted the claim under “ disputed charges “ as advised again. We requested a call back from the individual, or individuals, handling our case to explain the situation. We called several times and talked to multiple representatives. We had to explain the situation to each and every representative every single time during this span. However, we only received one returned call. The one one call we did receive was a person who we thought might have been in the fraudulent claims department. They left a message and phone number to call back. When we called the number they had left, it was the same number to customer service that we had called numerous times.

At the end of October, We were denied our claim under “disputed charges”. The representative stated that the reason the claim was denied was because I initially authorized the charges. However, these charges were fraudulent in nature. After I realized the situation I was in, immediately called USAA to stop these charges before they were processed.

I have been a USAA member for 20 plus years and felt this matter was handled very poorly. I strongly felt we had the right to at least talk to the individual who was reviewing our case instead of multiple customer service personnel who just “ make notations on our account “. I have always praised the excellent customer service and the professionalism of USAA. Again, we felt this whole situation was handled very poorly. Is this how this institution protects their members? If so I am very disappointed.

In the future, sadly, I will not recommend any individuals to USAA as I have been able to do so proudly in the past. I will be closing all accounts after being a member for over 20 years.

Sincerely

Sandra and Ian Stafford

I have been trying to resolve someone changing the credentials that I use to log in to USAA and to no avail. I have called repeatedly and tried to get help. I have had customer service reps even yell at me and hang up. They refuse to allow me to talk to anyone higher up to resolve the situation. I am told over and over that if they can't verify who I am they can't help me. I have tried to upload my ID card to verify my identity to the website and it always says that it fails to upload. I have tried multiple browsers, multiple formats, different days, different reps. No one is helping me to resolve the situation. It is really easy to run a company that allows their employees that much control over accounts because there is no face to face interaction that they can simply say there is nothing further they can do. They also mislead me by saying that they need me to verify my identity through using my debit card when my debit card is missing. How can I verify it when I am trying to call in to have it replaced? This is a serious issue that needs to be addressed. They have already caught employees committing identity theft and embezzlement. How do I not know that I am one of those victims that can't access my account as a result. Thank you.

USAA used to have multiple atm locations around DFW Tx so you could deposit cash. That no longer exists in the metroplex. But i can drive 2 hours to Temple Tx to do it. WHY IS THERE NOTHING IN THE [censored]ING METROPLEX?

It would be far more logical if there were atm’s in DFW than in [censored]ing Temple.

This bank has gone DOWNHILL. We have been active members my whole life. I have been an independent member for 15ish years. I saw things begin to change for the worse since 2015.

It hasn’t slowed down. DO NOT USE USAA. FIND A BETTER BANK THAT ALLOWS YOU TO DEPOSIT CASH.

[censored] CURRENCY AND BANKS EVERYWHERE. THEY ARE ALL FUELED BY GREED. LITERALLY.

I took my vehicle to an auto body shop after my vehicle was hit while parked in a parking garage where I work. The person who damaged my car has USAA and admitted fault. I took my vehicle to a shop that was listed with USAA. After my vehicle was repaired I noticed some different damage on my car close to where the original damage was. The person at the body shop, Richard I believe, stated that it probably occurred when they took off tape from my car when repairing it and later stated it was probably from powerwashing it after repairing it at the shop. I stated that I wanted them to fix what they did and he refused because repairs were only approved for damage in claim. I stated that it was not there and they caused it so it made sense for them to fix it. The man stated it would not have happened if repairs previously were done correctly and said the left rear panel was replaced before and it was not. I told him that there were repairs before but to the other side and he said I need to take it back to the shop that did that repair years before and I told him again that it was not for the same side and I had paperwork of all repairs for my vehicle and they did not include the same side he repaired. However, I did confirm with the shop and they informed me that no repairs were done to the side that was currenty damaged by the body shop. I called USAA and the male rep was extremely rude and said that USAA will not even touch it and was not going to pay to have it fixed since it was no longer a USAA shop. I let the rep know that I chose this shop since it was listed as one of theirs but he told me it was no longer. The information on the site was incorrect. Now I am stuck with more damage than what I brought in. The repairs were done very well, however, there is a small area on the left rear panel that has the protective coat missing due to whatever the body shop did. I am requesting that USAA provide coverage to repair what the body shop did due to the original accident my car was in due to its insurance customer causing the damage and me having to go to a body shop that caused more damage and refuses to fix it. I will continue up the ladder until I get this fixed as it was no fault of my own and I keep my vehicle in excellent shape. I appreciate your time and attention and look forward to your response. Thank you.

I can not believe I have to write this about USAA. I signed up with them when I first came back from Iraq in 2003. I have always known them to be a good company until now. Besides the way the people talk to you on the phone like they don’t care, pay close attention to what happened to me:

I opened a credit card with them months ago. I was told to give them a “Government Issued ID” (remember this for later). I uploaded my military ID card to the system and figured I was good to go. I got the card and was using it and then I got another notice saying I need to upload a “Government ID”.

So, I did it again. I continued to receive the alerts asking for an ID card every time I logged in to pay my Credit Card bill. I assumed it was an error or glitch because I could see where I uploaded mt military ID twice. So, I paid it no mind until I got a letter in the mail saying the were closing my credit card due to not providing a “Government ID”. I called and spoke with someone that explained to me that they wanted a “Driver’s License” as my ID and could not accept the military ID. I explained to her as she went with me through the site to upload my driver’s license (DL) as it clearly doesn’t say DL anywhere in the request, it only says Government Issued ID. She explains that she sees the same too and that I have successfully uploaded the DL as she talks me through doing it and she can see it. MY CARD WAS STILL CLOSED and it now reflects on my credit report with an owed balance. I contacted USAA again the next week hoping that it would be looked at and fixed but they told me they are not reopening the account and repeated telling me that I should have just put my DL in from the beginning even though IT DOES NOT ask specifically for a DL, it clearly says Government issued ID. This is ridiculous. I also have car and home insurance with USAA but, not for long. As a war veteran I never ever thought I would have to tell people; DO NOT DO BUSINESS WITH USSA.

I had a CD that matured on 12/12/2022. When I called to renew it, the representative said he got an error message and the renewal did not go through because the system was under maintenance, and I should call back later. When I called back later, they said the system was still under maintenance and to call back later. When I called back later, they said I could not renew the CD for 9 months, that I would have to cancel the CD, get my money back, and open a new CD. They said I couldn't do it that night and I would have to call back the next day. When I called the next day, the representative said I could close it out and he would ask for the penalty to be removed, and I would receive 2 checks, one for the CD amount, and the other check for the penalty amount. When I called back about the penalty, my call was elevated, and the woman said I could not get the penalty amount back, that the representatives told me the wrong information. She said when I called the first time, my renewal did go through and even though I was told the wrong information by all the representatives I spoke to, I would be assessed the penalty and too bad. I am very upset with the service I was provided and with all the incorrect information I received. Apparently your representatives don't know what they are talking about.

On November 10, my family and I were the victims of a fraudulent check scam. I received a fake check (a very convincing forgery) for the sale of a guitar on Reverb.com. The USAA app mobile deposit system did not pick up the check as fraudulent. The next day on Nov 11 my wife and I contacted USAA customer service and the representative stated that the check was good and that the money was in the account. I uploaded an FBI police report for this fraud. I thought we were ok….wrong.

The scammer had me make 4 electronic money transfers, 2 for their ‘hauler’ and 2 for a requested refund. This was $3,675….a lot of money for a young family.

I disputed the money transfers, the bad check and USAA rejected all of my desperate pleas for help. Instead of helping us, they charged us an NSF fee and a returned check fee. Now the effected account was overdrawn and we were going to try and cover the thousands of dollars over time as to not go into financial ruin.

It gets worse, I received a threatening phone call on Dec 5 at 8:24pm from a USAA debt collector. She told me that I had only 1 choice, pay by Dec 30 or ‘else’. I submitted another dispute for the fake check, this was denied 3 days later. I then started to put money into the effected account and I submitted a BBB complaint on Dec 7.

The next day Dec 8, my accounts were frozen because of an alleged fraud investigation. I received a missed called from USAA apparently to help resolve the issue, the guys voice was barely audible and he did not leave a call back number, just the general USAA customer service line. I also received a letter from N. Jimenez, she did leave an extension to call, I have called at least a dozen times with no answer.

I called USAA again, this time the customer service representative simply kept apologizing but said there was nothing she could do to help me and that my accounts would be unfrozen on Dec 13. Today is Dec 13, my accounts are still frozen.

How can I pay my bills or even payoff the alleged ‘debt’ that USAA claims that we owe if my accounts are frozen.

USAA has done nothing but deny, lie, and evade our military family’s pleas for help during this holiday season.

Here I am again posting on a complaint site, hoping to be noticed by someone at USAA who can help us. I have spent over 12hours of my time writing and on the phone with regards to this issue.

I registered for a membership in 2018 with my name Felicia Marie Gallegos and William Henry Best Jr a army veteran at the time to my knowledge he was incarcerated and prison information was next of kin under my information

For one the person who took over my account used that information to claim to me the spouse of the veteran

Now that I'm questioning the whereabouts those persons are now directing any wrong doing to me being the information of my account for membership was taken from online and not in person

There are persons in Fresno California that are not related to me that have claimed benefits to this veteran how they know about his situation is because they stole my information online

They situation is not a issue yet because when I try to report anything they are on my devices correcting that is a issue

So I'm reporting that there is a issue they claim that they were instructed my me to do what they did .they buried this person and none of his family is aware

But on the other hand they have used the veteran family members names to get information to turn the table on me can you flag my membership account and say that I'm requesting it and it's not a federal investigation the person responsible for committing the crime is a Fresno CA social services employee that has been collecting his veteran benefits under his x wife name Heidi Best and his daughter name of Hannah best these people reside in Bakersfield CA and are Caucasian not dark haired light skinned they are not relatives of no one I have this information because those same persons are collecting my child support under his name that is not in the child support office system

I'm not gonna give any names because they will say it's me

What can you do for the veteran

His family is AC electric but the owner is now retired and is no longer to be contacted at the business it is located in Bakersfield CA this relative of the veteran raised him ...so I can't contact him until I have confirmation that he is truly deceased his family is the only one that can pursue legal action I can't I'm not legally married to him just Texas common law

On December 7th 2022, I attempted to login to my USAA account that I have at since 1997. For some reason my login info did not work and provided a statement to contact a representative. on December 8th 2022 at 0900 I reached out to customer service for further clarification. I have to reach customer service via FB and made contact with Marco who could answers to a limited level then Sarah was added to the chat and stated that USAA will no longer do business with me and will close all my accounts. No further explanation was provided. I understand this is under review with the Fraud department. I was given no prior notice whatsoever and this have several negative impacts, as I can no longer review/access my accounts. This affects my auto loans, mortgage, personal loans, direct deposits, and a multitude of other financial issues. I hope this is potentially a clerical error and can be resolve in a quick manner.

This accident occurred approximately 200 miles from my home October 14 2022. We were stopped at an intersection and were hit by an uninsured driver. We were not at fault. My vehicle was made undrivable due to the collision. As a result, my car was towed to an impound lot and where the employees of the lot seemed to be unconcerned about the handling of my car and the further damage they were causing.

I expressed this concern to the USAA representative. The representative assured me that the car would be removed from this unsecure location the next day, which was a Saturday or by Monday at the latest. The car was to go to Caliber Collision of Bowling Green KY, due to the collision centers in my area having no openings, as claimed by the representative.

Monday Caliber Collision of Bowling Green Ky, called and notified me that they were expecting my car, and required a release to preform the work. With this information I assumed that USAA was upholding its responsibility of removing my car from the unsecure location and transporting it to Caliber Collision.

By October 21 I had not heard from USAA regarding the status of my car or the claim, so I called. I found out that USAA had not fulfilled its promise and my car was still in the impound lot. I found out that Nate Holdorf was my claims representative and always called his extension, but always had to talk to a new person, who had no background or any responsibility for the claim. After many calls and hours on hold my car was finally removed from the impound lot October 24, 10 days after promised. The car was further damaged during this time, which increased the repair bill.

Later in the week, without any consultation from my claims representative, I received email notification that my car was unrepairable and I was offered a settlement. The settlement stated “This value is based on what it would have cost to purchase a vehicle like yours immediately before your accident.” The settlement offered, was a fraction of the value of my car. If the value was properly evaluated the car may not have been totaled, or in any case the settlement would reasonably represent the value of this car.

I attempted to explain to each representative that my BMW 330ci ZHP was a subset of the BMW 330ci and was not the same car and could not use comps from the 330ci and only from the 330ci ZHP equipped as my car. I went to the trouble of finding comps, but some reason USAA would not use actual sales prices of the same car as comps. USAA used three comps from the base car two of which had unknown VINs. The settlement ended up at $10,948 minus my $1000 deductible.

Using Classic.com for a source, the best comp was a car that sold just prior to this event, equipped as my car with very close total miles, this car sold for $18975. Every car like mine that sold within the last year has sold for more than the settlement the cheapest being $13300. During the period from 2004 till 2006 they produced 1670 330ci ZHP coups. The standard base model car is not a valid comp for this limited production car.

A month after the collision I received a call form my claims representative for the first time. I was at work and could not talk to him but asked him to call the next day, since USAA makes it not possible for me to call him. The next day I sent him an email to remind him to call. I received no call. He called several days later; we were unable to resolve this issue. He then stopped responding.

I made many attempts to resolve this issue with other representatives, each time having to start from the beginning and explain the chain of events. No one that I talked to was knowledgeable enough to understand the situation or had any authority to solve this problem. Each time I talked to someone, they would have to do some research and get back to me. Each time this pushed the matter back another week, with no resolution.

I finally was able to get a supervisor to call me. She made many promises, one of which was she would be my one point of contact to resolve this matter. She has so far not delivered on any of these promises. She agreed we would evaluate the value of my car based on valid comps, but then 2 days later sent me the same comps that we agreed were not valid and told me that the settlement had not changed. I called her extension 28 times and left 4 messages in a 3-day period, when I was available to resolve this matter, and as of yet I have not received a response.

I then sent this a copy of this complaint to the CEO and the CEO Member Relations at USAA. Their reply a text stating they completed their investigation. The result was no change to the settlement.

USAA needs to change the false and misleading statement regarding the settlement. “This value is based on what it would have cost to purchase a vehicle like yours immediately before your accident.” You can not buy this car for the settlement price.

I sold my rv to a party I now find out has a dealership but will not complete a sale that we had between us for my rv. My loan is with you (usaa). He agreed to pay the loan off but only paid 6k and my loan is for 35k. He agreed to that but stopped paying... Can I get any help at all? I live in washington state... Small claims won't work help!

Lonnie dotson..

[protected]

USAA says they have the lowest rates for service members that is not true.

I went from paying $483 every 6 months for 2 cars, got rid of a car and the rate went up to $529 for 6 months. I found other insurance co. like progressive that will give me the same coverage for $320 every 6 months. to all of you services members that are reading this i suggest shop the internet to get the best rates and service and not just propping up a co.

Simple, no communication from claims department. Vehicle accident in October, struck an object in road. USAA picked up the disabled vehicle then proceeded to repair unbroken parts, see picture of damages. Now the vehicle is somewhere in a city I don't live in just waiting i think? USAA has not been forthcomming at all on whats going on. I've attempted to contact usaa through proper channels, see conversations in the picutees.

End result, it's now December, usaa has not responded to any inquiries or through the portal. I now have lost wages and can no longer afford to be without a vehicle. Question 1, who has my car? 2, where is it? 3, will it be repaired. 4, usaa did not conduct an interview, I have not been able to talk to anyone on what happened, so how can you determine fault? In less than 24 hours I will be contacting legal help.

I have been locked out of my account for almost a month because i changed my phone number. They claimed that because my email was not selected for verification they could not use it to verify me.

They said I could use usaa.com\verify and send a copy of my drivers license, but it had to be colored. 2013 we switched to black and white, but usaa failed to up that for NY residents. They have not made it at all possible to do a quick fix for this issue so I had know access to my funds, but they took their auto insurance as well as charged me for a vehicle that has been sold and will not remove and I want my money back dated. actually I want out of this organization all together because I served 23 years active duty and have been treated like a common criminal. they have held my money hostage to invest as they wish and could care less if my family has anything, because i cannot get to my money.

Worst banking experience ever.