USAA
reviews and complaints

Ostensibly a member-owned association, USAA provides insurance and financial services to current and former US military, as well as their families. I have been a USAA member for more than four decades. Reinforcing the bevy of negative comments at www.yelp.com/biz/usaa-san-antonio-4 and https://communities.usaa.com/t5/Banking/Letter-to-CEO-Stuart-Parker/td-p/118008, let me tell you how USAA CEO Stuart Parker and his staff defrauded and stole from me. And why a rotting USAA, once the epitome of integrity and member service, is likely to betray your trust, too.

USAA has deprived me of online access to my accounts. Why? Just because I will not answer a survey that begins with these outrageously intrusive questions:

1) What's your annual income?
2) What's your primary source of income?
3) What's your estimated net worth?
4) Are you or is anyone in your family a senior foreign political figure or the associate of one?

USAA has no right to block online account access just because a member declines to answer (1 - 4). Not only did USAA do exactly that, USAA failed to remedy its wrongdoing, despite my multiple requests to fix things. It's a saga that reeks rot smacking of Wells Fargo. To preview USAA's tailspin, visit www.foxbusiness.com/financials/wells-fargo-refunding-tens-of-millions-of-dollars-to-customers-for-add-on-products-report and www.foxbusiness.com/features/wells-fargo-hit-with-2-billion-fine-over-faulty-mortgages. Wells Fargo shafted throngs of customers. Chances are USAA will shaft you. Facts (a - e) evidence how USAA has wronged all members; (f - m) chronicle USAA's rot in response to my attempts to get USAA to fix things. The totality of (a - m) foretell why USAA is likely to betray your trust.

a) USAA.com allows a logged-in member to bypass its intrusive survey three times, after which

b) USAA.com blocks the member from online access to his or her insurance and banking accounts.

c) The survey does not permit the USAA member to bypass or decline to answer questions (1 - 4).

d) To access his or her accounts online, a member must either truthfully answer questions (1 - 4), or answer them untruthfully. If truthful, the member divulges very personal information that USAA never required as a condition of online access to accounts (see (e), below). If untruthful, the member has lied. In either case, USAA is coercing members to answer (1 - 4), when USAA has no legitimate business coercing such answers (see (i), below).

e) USAA failed to give advance notice that answering coercive survey (1 - 4) would be a condition of online access. Ex-post facto, USAA holds hostage online access to a member's accounts.

f) To try to get USAA to fix (a - e), I placed a 24-Jul-2018 telephone call to USAA. Representative Jaritza identified herself as being in charge of the intrusive survey, and admitted forcing members to respond to it. Jaritza not only refused to make answering the survey optional, she denied my request to connect me with her manager. Nor would Jaritza even identify her manager. Jaritza stated that since Jaritza was in charge of the survey, her manager would simply refer the matter back to Jaritza. In bad faith, that is, USAA's Jaritza failed to redress the wrong (a - e) that Jaritza had imposed. Worse, Jaritza obstructed my attempts to escalate the matter. Danger, fellow and prospective USAA members: it's not about you, it's all about Jaritza the Shaft. Rotten.

g) In light of Jaritza's refusals, I redialed USAA at 11:20 PT on 24-Jul-2018. Although representative Tikwana tried to be helpful, she was, alas, not empowered to effect a remedy. While Tikwana could not connect me directly with Jaritza's manager, Tikwana did give me the manager's name: Samantha Patton. Via email, Tikwana asked Samantha to contact me; Tikwana assured me that Samantha would call me with 24 hours. This proved to be a bait-and-switch.

h) Twenty-fours later, and still no communication from Samantha Patton. By this writing, more than two weeks later, Samantha still had not reached out to me. Her failure exacerbates Jaritza's intransigence, and underscores the rot for which USAA CEO Stuart Parker is culpable.

i) In our 24-Jul-2018 conversation, Tikwana at first gave the impression that coercive survey (1 - 4) was justified by regulation or statute. At my behest, Tikwana looked up the underlying reason, per USAA internal files. Here's what she read to me: "customer diligence". In other words, USAA has no regulatory or statutory basis for coercing survey (1 - 4). If there were such a basis, then USAA would have given written advance notice, citing the relevant regulations or statutes; to be consistent, USAA would furthermore coerce answers to survey questions (1 - 4) as a condition for other-than-online access to USAA accounts. Busted: USAA has not blocked other-than-online access to my insurance and banking accounts. By telephone, for example, I have managed to file a homeowner's insurance claim, and to wire from my Federal Savings Bank account. Customer diligence is a disingenuous excuse: it doesn't even come close to passing the sniff test. Self-reporting is unreliable, and can hardly be deemed diligence. Other institutions, (e.g., Bank of the West) do not coerce answers to questions such as (1 - 4). Inescapable conclusion: USAA's coercive survey is fraudulent. Under CEO Stuart Parker, USAA fraudsters Jaritza and Samantha Patton have stolen services from me. Chances are they will steal from you.

j) Runaround rot: USAA rebuffed my repeated attempts to escalate and resolve the problem. On 25-Jul-2018 I reached Cynthia in USAA's fraud department. I cited Samantha Patton's failure to contact me, and explained to Cynthia why coercive survey (1 - 4) is tantamount to USAA committing fraud and theft of services. Instead of seeing to it that the coercive survey (1 - 4) no longer blocked online access to my insurance and bank accounts, Cynthia asked me whether someone in CEO Relations had contacted me. I told her that, on this matter, I had heard from no one at USAA. Cynthia said she would expedite CEO Relations getting in touch with me, soon. News flash: soon is fungible when dealing with Stuart Parker's rotting USAA. Two hours after my call with Cynthia, I re-dialed USAA. Representative Alex said that I should expect a call from a CEO Relations representative … after the CEO Relations representative had reviewed my case, within two to three days. Unacceptable: an additional two to three days, during which USAA.com would continue to block online access to my insurance and banking accounts. Alex mentioned that my case had been referred to a certain Julian Sapien (14+ years with USAA, see www.linkedin.com/in/julian-sapien-969a7662). Remember that name: Julian Sapien, pitiful poster child for the putrescence permeating USAA. And USAA CEO Stuart Parker is to blame.

k) Three days came and went, and still Julian Sapien had not contacted me. At 7:05 PT on Saturday, 28-Jul-2018, I telephoned USAA to ask why Julian had failed to reach out to me. Eventually, I was connected to Victoria D., who confirmed Julian's name, but who added that by "two to three business days" USAA really meant that it would take two to three business days for Julian to follow up with me. Victoria said that since "we don't work Saturdays", Julian really had until close of business on Monday, 30-Jul-2018, to honor the timeline that USAA had pledged. It was evidently lost on Victoria that she was working on Saturday. For the record, I noted that USAA representative Alex had not specified business days (see (j), above). Victoria furthermore asserted regulatory or statutory justification for USAA's coercing answers to survey questions (1 - 4). Citing Tikwana's refreshing candor (see (i), above), I disabused Victoria of this notion. That Victoria would defend the illegitimate survey (1 - 4) without first checking facts paints a tragic face on CEO Stuart Parker's leadership failures.

l) 30-Jul-2018 through 1-Aug-2018: Monday through Wednesday came and went, and still Julian Sapien had not contacted me. In light of USAA's bad faith, regulatory and legal avenues loomed increasingly probable. At 8:45 PT on 2-Aug-2018, I rang USAA's general number, +1.800.531.8722, and asked USAA representative Tony to pass me over to the company's Office for Legal Affairs. Instead, Tony connected me with Jerry, a financial advisor whom I (again) asked to pass me over to USAA's Office for Legal Affairs. Jerry asked what this was about. I summarized that I was trying to obtain the address for service of legal process for USAA's businesses in Washoe County, and that I wanted the legal basis for USAA blocking online access to my accounts. Instead of honoring my request, Jerry connected me with a representative named Janae. She could not (or would not) tell me why Julian Sapien had failed to ring me up on or before 30-Jul-2018 - nor why Julian had failed to phone me in the three days since 30-Jul-2018. Janae added that it would now take an additional two to three days, starting from 31-Jul-2018, for a CEO Relations representative (other than Julian Sapien) to get back to me. I declared this unacceptable, at which point Janae connected me with (wait for it) Julian Sapien.

m) Julian Sapien asked he how could help me. I said that he could start by telling me why he had not gotten back to me no later than close of business, Monday, 30-Jul-2018, as he was supposed to have done, and why I was forced to phone him. Julian Sapien replied that he had no answer for me. I requested to speak with his boss. He refused, "That's not what we do here; we don't pass the buck." The buck? Julian then asked me what this was about. I repeated my question first posed to Janae, "What is the address for service of legal process corresponding to USAA's operations in Washoe County?" Julian responded (incorrectly) that USAA no longer has a place of business in the county. I pointed out that that USAA has ATMs and at least one USAA-employed claims adjuster in Washoe County, so must have an address for service of legal process. Unresponsive to my request, Julian instead asked me to recount the problem from the beginning. At that point it became clear that Julian had no clue why we talking, and that he had never reviewed my case at all. The buck? Wantonly breaching his duty, Julian Sapien proved himself an untrustworthy buck. Evasive, lazy, refusing to own his poor performance, Julian obstructed dispute resolution. In so doing Julian Sapien aided and abetted USAA's fraud and theft of services. Julian Sapien: pitiful poster child for the putrescence permeating USAA.

That's how USAA CEO Stuart Parker and his staff defrauded and stole from me. And why a rotting USAA, once the epitome of integrity and customer service, is likely to betray your trust, too. USAA's refusal to connect me with its Office of Legal Affairs underscores how, in bad faith, USAA mistreats members.

This debacle would not have happened under USAA CEOs Robert McDermott or Josue Robles. For decades, USAA honorably lived up to its slogan, "We know what it means to serve". Revise that to reflect the ugly reality: "Under Stuart Parker, USAA knows what it means to shaft you".

Desired Resolution: Make it so that not answering the intrusive survey described above no longer blocks online access to my USAA accounts. Preferred: completely vanquish the intrusive survey. Alternative: make answering the survey optional in perpetuity, with a check box equivalent to "Never show this survey to me again". Perhaps simplest, from USAA's standpoint: for each question, include a selection "Prefer not to answer".

A USAA member hit my trailer 3 weeks ago. I contacted the agent immediately and they stated that it would be taken care of within days. It is now 3 weeks later and they still have not contacted the USAA member to resolve the accident. This is clearly unacceptable and after making several additional calls they continue to take no action. I am also contacting the overarching bureau that monitors insurance agencies to file a complaint. I was told USAA was a credible agency and they continue to prove this statement as incorrect.

One definition of hell is doing the same thing over and over, but getting nowhere. This is today's USAA.

I've been a USAA member for 38 years. A once highly efficient and responsive insurance firm serving active duty military and veterans sadly has gone downhill. The large number of negative reviews bear this out. Frankly, I find them shocking.

Two years ago, I tried to set up a basic credit card account for my college-bound daughter. I wasted hours. Finally, I gave up and went with another bank. It took us ten minutes with that bank.

Recently, I sought to set up a simple checking/debit card account for my younger college-bound daughter. I thought, Heck. They can't screw that up, can they? Oh, yes they can! Hours wasted on the phone being sent from pillar to post. But in the end, USAA did set it up... Then they canceled it. Yes, canceled my daughter's account after all that wasted time. Why? Because they claimed we didn't respond to a request for some documentation (you guessed it - they had lost it).

We called again to try to reverse this stupid action. Two hours being sent on a wild goose chase - disconnected three times. Two reps confessed they didn't know how to resolve the issue. A security rep accused my daughter of kibbitzing with me (yes, her dad) and ordered her to hang up and start all over again. Enough!

Bank of America, here we come.

June 26, 2018

I am making a formal complaint about a claim I have with USAA Auto Insurance Company.

Background

On May 23, 2018, my car (2008 Ford Mustang), was struck in Jacksonville, FL.

The driver of the other vehicle was charged with running a red light and was insured by USAA. No charges were made against me.

USAA was notified by both parties on that day and USAA reported to that they would handle the claim.

Since that phone call, I have tried contacting USAA several times and left several messages, and they have not returned my calls. They have neither sent a claim adjuster to review the damages nor have they made an offer to repair the damages.

My out of pocket costs for the repairs will be $9, 200 when the repairs are completed. I have been without a car for over a month.

Recommendation

USAA should not be allowed to sell insurance in the state of Florida.

Thomas F. Riley
(I am a veteran)

For the past three days I have been thinking of using usaa for a car loan from a private seller. However, I have been misquoted on the interest rates 4 times, sent the wrong paperwork, told I checked the wrong bx that does not even exist on the loan app, told they needed to call the seller and never called, told that the car was not worth 10 k and would have to pay out of my own pocket.

I have been a member for 31 years I do not allow you to have access to my banking needs due to the lack of trust I have with your staff and unprofessional tactics. If I ever use your services for anything other than home or auto insurance I will record it from this time forward.

I had a home loan with you at one time. I went to another loaner due to the piss poor customer service I receive. All of those retired generals run this company and they allow people to lie and treat veterans like [censored].

My deposit here worker compensation check like we had the last two months. Every time they put a hold over half the check for seven days. This cause problem in paying bills that we are accounting on the whole check being release. So I call twice to get the hold release because our insurance is due on Wednesday and will be cancel on Thursday morning if the payment isn't pay. If it get cancel than I would have to pay the pass due and additional 350.00 to get the policy open again. I don't have that much money. When we had the money to pay the insurance but the bank was holding the other half of the check. So now if I don't have car insurance than I can't go to work and I would be fire for missing two days straight and than it would put my family on the street while USAA doesn't care about there military member. I'm looking for a different back and I will never bank with this bank. I will let my military buddy past the word that this bank suck and don't help there military member.

On Saturday 8 June 2018 I was visiting Atlanta GA with my daughter to take her shopping to celebrate her high school graduation and starting college this fall. I was in the Apple Store to purchase a gift for my daughter and had my purchase declined (using my USAA credit card). I contacted USAA to assure them that it was me making a legitimate purchase and to remove any flag/restriction on my credit card. Understandably, this required answering several of their verification questions, which I did. After 4 to 5 minutes with the USAA agent, I disconnected believing that the issue was resolved and we would go on with our purchase and planned outings for the weekend out of town. The next attempt to purchase the item at Apple yielded the same result and after 20 to 22 minutes of waiting to speak to someone I was told by a person in their fraud (department) that my account was frozen because of suspicion of fraud. I was told it would be up to three days before I here from a representative from USAA regarding my account. Needless to say, I was shocked and way beyond irritated with USAA and the predicament I was put into. I was now stuck out of town with my child and without my credit card (I only use a USAA credit card) and a small amount of cash.

Needless to say, our stay in Atlanta came to an abrupt halt. We had to leave the mall, check out of the hotel, return a rental car (used the same card on 7 June '18 for the rental by the way, which they inquired about and I acknowledged as part of their verification that I was the person making the transactions) and I was on my cell phone driving to Atlanta airport having to borrow money to pay $846 in airline change fees.

The redress that I am seeking is a formal apology from USAA acknowledging no wrongdoing on my part and an admission of their error/mistake that flagged me as being someone they believe is engaged in fraudulent activity (something I have not and never would do). I also want to be compensated for the money I had to borrow as a result of not having access to my own bank account. These funds were used pay for airline change fees to fly back to my home town with my kid.

My brand new car was damaged by an insured of USAA 6/1/16. I have been trying to settle my diminished value claim but I keep getting stone walled by the adjuster. So I have requested contact with the CEO. Of course the adjuster is stone walling me on this as well. Time is running out. Knowing no lawyer would take a diminished value claim as there is no money in it for a lawyer usaa is dragging their feet on it. What recourse does a claimant have against a big company like this?

I had an accident on 05/06/2018 and this has been the worst experience I've ever had with a car insurance company. Yes the prices may be lower, but it's not worth it at all. The first night, the tow truck company that is contracted with the company left me stranded on the highway after 2 in the morning. I had to wait for the city tow truck company to arrive after sitting for nearly 3 hours. My adjuster was a complete jerk and was completely unprofessional. He totaled my car for a fender. There is no damage to the hood or underneath it. He came up with an outrageous price, so that the insurance company wouldn't get it fixed. He even admitted that the car is fixable. Now 3 weeks later, I have no rental car and I called the tow company again to take my vehicle to another facility with reasonable prices and they never even put the order in, so my car still isn't fixed and I have no car to drive my 3 year old to Daycare, or to get to school or work. This company is taking advantage of veterans and their families. I'm going to give bad review in every site possible and tell all of my family and friends to go elsewhere

This team is specifically set up to help with banking after the loss of a loved one, however they created more problems and difficulties than they have solved. It took four attempts to get a Letter of Instruction completed following the directions of the USAA Survivors Relations Team personnel each time to get my wife's accounts transferred to me. They were incorrect about how to go about getting the transfer to take place and I ended up talking to the JAG on base to get resolution. I asked them for all the reoccurring charges and ACH deductions she had from her account and they didn't provide an inclusive list and now I am dealing termination notices from the phone company and several online services, I can't wait for more of that fun, sending a death certificate and letter to transfer the account over to my payment account. Then they transferred my wife's auto loan over to a collection agency even though I had the money in the account to pay it off in addition they never sent be a bill to give me an opportunity to pay it off. Dealing with a collection agency is a lot like having a tooth extracted, I am trying to figure out why they would sent it to anyone outside USAA without talking to the customer first and see what they wanted to do, besides it was put in the Letter of Instruction that USAA had me sent in 4 times with a 5 to 7 day period between them. I am back at work now to and taking care of three children while dealing with the aggravation that the Survivors Relations Team creates trying to get closure with my wife's passing. I the same period I have dealt with three life insurance companies and have had good to great customer service (Northwest Mutual being great) and they were paying out money not transferring money around in accounts to the same family customer at the same address with multiple homes and accounts together. This defiantly isn't the same company I joined 20 years ago. It is probably time to start looking at alternative options because this isn't getting better anytime soon based on the worker and supervisors I have been dealing with (Noor and Anthony to name a couple) at the Survivors Relations Team.

USAA customer service isn't...it is indifferent, inept, unskilled, innocently or intentionally. I've searched the web and read other reviews of USAA beginning with the BBB site. Go to BBB and read for yourselves; amazingly uniform complaints. BBB Face page shows [25] Positive Reviews
[4] Neutral Reviews, [300] Negative Reviews, [329] Total Customer Reviews ; [1, 460] Total Customer Complaints . Frankly, my voice will be merely one from the chorus - USAA touts service but it's all talk, [TV ads] & no action. I'd summarize their service or lack thereof as "institutional indifference" combined with a lack of familiarity with the truth mixed together with incompetence, untrue, deceptive statements and practices seemingly designed to mislead or delay either intentionally or innocently.

Like the 10 or so other reviews on the first 3 pages of the BBB site, I'm cancelling my insurance and finding a more ethical and competent insurer. Are there any? While other insurance companies may stab you in the back, USAA stabs you in the front while saying how wonderful their service is… : better the ˌdevil you ˈknow (than the devil you don't)(saying) it is better to deal with somebody/something bad, difficult, etc. [other insurance companies] that is familiar[or expected] than to perhaps have to deal with somebody/something worse [USAA]

I have no claim issues. I'm not a disgruntled insured.

I'm a simple customer with a simple problem that USAA has botched so badly USAA's picture should be next to the Urban Dictionary definition of FUBAR.

Involved in an automobile accident on 6/16/2016. The claim was in late Sept. 2017. The claim check was mailed out to me and subsequently stolen and fraudulently cashed while being mailed to my bank for deposit. Once realizing this, I contacted my USSA claims agent and was initially told there was nothing USAA could do. After some discussion, additional help was sought and then I was informed that there was indeed a process to be followed: BOA would mail some information to me; which I have never gotten. Later I was told that the claims agent would be my point of contact until the issues was resolved. This started yet another arduous communication challenge. The claims agent was not being provided or not seeking information in a timely manner. I requested and received a copy of the "processed cashed check on 10/18/2017. A POC for BOA and/or USAA's fraud/ financial department could not be shared for independent follow-up when requested as early as Nov. 2017. On 4/3/2018, the name of Mr. Rudy Gallardo, [protected]), reportedly from the USAA Financial Dept., was finally provided out of frustration it seemed. There is only a voice box with no recorded message, so you don't know who is attached to it. April 3, 2018, I received an e-mail stating the case was being turned over to the BOA legal department. The next follow-up had been scheduled for March 8 and I had grown inpatient; therefore, a lawyer was consulted as well as filing a Consumer Financial Protection agency claims on the banks listed on the "processed cashed check". See Iberia Bank response letter to me (which I shared with USAA claims representative. If BOA had simply shared the copy of the "processed cashed check" back on November 24, 2017 this issue could have been resolved. Iberia Bank also indicated the funds were returned to BOA on 4/4, 2018. So of course I was not thrilled to receive an e-mail on 4/23/2018 from USSA saying there was good news: BOA is honoring the fraudulent check claim and there is yet one more step to me getting my funding back. Is this a joke? Even after me resolving the main issue myself, there is still a delay. The USAA Claims department does not appear to be the right POC of this type issue and BOA is negligent in its responsibilities.
We attempted to voice our complaint to see if changes could be made to the fraud process. The claims supervisor did not return our calls x 2.

I have been with USAA for over 10 years. I have had a USAA credit card for about 7 years.. my limit was 6000. Honestly the second month of having this card, I was at least 1000 from my credit limit and a year after that only within hundreds away from my limit. I admit I did not wise up and gain control of my spending and learning about debt to credit ratio until more recently.in saying that throughout the years of me having this card my credit score has fluctuated from high to low to extremely low. Just three weeks ago I made a payment of 5800 to my card to clear my balance. I was so excited to finally get another chance at this credit thing... one week later resulting it was the end of the month I received a noticed of an credit increase of my score.. two days ago I received a letter fromUSAA saying they have decided to lower my 6000 credit limit to 2500 due to credit history and the high balance.. I felt so datum bamboozled. Feel after I paid the balance, they got the money now they lower my limit.. I feel so bamboozled. I am requesting my limit be back raised.

I've been a member for 26 years. I have 2 checking accounts, my auto insurance and my home insurance through you. I did have a credit card which I recently paid off. Back in 2016 I had 2-3 credit card advances. I have continued to be charged every month for both interest on the advance and separate interest on my balance and I've not complained. I paid off this card two weeks ago. Today I got charged $3.85 for interest on credit card advances. I've talked to three different people regarding this at usaa and they all refuse to drop the charge. When I asked how you could charge for something that you couldn't say I still had a balance on I was told that was how they do it. When I said I had clearly paid off my few cash advances ten times over and it made no sense to continue to be charged interest I was told that's how it's done. I had an 1800 balance I paid off two weeks ago and my last cash advance was so far back the rep had to search for it yet I got charged for interest yet again for it even though my three cash advances were far less than my overall balance! So how can you say I didn't pay the cash advance portion of my balance and then charge me interest for it? I threatened to close all of my accounts over this and not one person felt this mattered. 26 years I have been a customer and youve made a ton of money off of me yet you can't waive a $3.85 interest charge that you can't even differentiate as to when a cash advance is paid off. I served my country and stayed with you because you seemed to care about your customers yet you want to try to get another $3.85 out of me over something you can't even justify! How can you say my multiple monthly payments that more than covered a few cash advances didn't cover them enough to not continually charge me interest for and even after I pay my entire balance off they continue to charge interest for.? Well, buyer beware! I am now in the process of finding other auto and home insurance. Closing checking accounts as soon as I buy my new house by then end of spring. Rest assured I'm complaining to the BBB, the federal trade commission and any other government entity that is relevant to this and I'm making sure people know what you're really about! I can't even get a manager to bother to talk to me over this! Ridiculous!

Well, first of all every time I use my credit card in another state, it puts a lock on it. then when i call to unlock the stupid thing to put gas in my car, there are so many security measures that it takes an inordinate amount of time and self-defeating. there was a carefree attitude and even a couple of laughs. all while im trying to get out of nowhere NC. also, ive gotten ripped off there on an insurance claim. everything is really complicated. finally its sickening when they try to ct like their part of the us armed forces in thanking me for my service. they can thank me by not being a problem.

Hi,
Date of the accident : Jan 3rd 2018
Claim number: [protected]-3
My name is Tanu K and I am waiting for my total loss settlement amount since 2 weeks. I have already transferred the title and all important paper to USAA and still have not got the money in my account. I think it is unethical to take the car title from someone and not give me the amount.

Y'all are literally the WORST bank I have EVER banked with. In August last year, Evett in claims tried putting 50/50 blame on me and he person who hit me bc we were BOTH USAA customers, her words exactly. Had to call her supervisor and get a new claims adjuster and hey found we were NOT AT FAULT AT ALL. Here I am trying to trade in my car and he car fax says USAA REPORTED OUR CAR TOTALLED AND I FAILED TO YIELD. On the phone with Total Loss department trying to get this fixed when it shouldn't even be a issue! Not to mention when I called, your employee told me y'all don't report to car fax when IT SAYS IT ON CARFAX THAT USAA REPORTED IT. Not only are y'all disrespectful almost every time we call about something but none of y'all know what y'all are doing. I am livid and WILL be speaking with legal.

On November 10, 2017, I canceled my auto and home owners' insurance policy with USAA. At the time we also canceled the auto draft associated with our insurance account. The auto draft came from our Checking account which is also with USAA. On December 14, 2017, without our permission, USAA Insurance charged our account via auto draft, over $400 for funds due on the canceled account. This resulted in an overdraft on our account.
I contacted the USAA insurance department who referred me to the USAA Checking services. When I contacted USAA checking services to file a complaint, I was told there was nothing they could do since it was USAA Insurance that took the money. Apparently at USAA if something illegal is done between divisions, they have no interest in addressing them.
My wife and I did not authorize this charge or release of funds. USAA has illegally accessed our checking account.

I had been a member of USAA since I was sixteen years old until I moved to Las Vegas where the rate was triple that of Colorado. I recently became a member of USAA again and it has been nothing but trouble. I had both auto insurance and renters insurance with you. I was told I needed to have automatic withdrawal on my account so when I paid my first premium, I supplied the information needed. Unfortunately I was a victim of credit card fraud so I had to get a new debit card. I called to change the card on file and was told my automatic withdrawal was set up correctly. When the money was not debited from my account I called and was told it should have been but that it had not been debited. I tried calling the next few days and was told it should still come out. I then receive an email telling me the policy can be cancelled if it is not paid by a specific date. Since it still had not been withdrawn I tried to make an online payment but it was not available as an option. I then proceeded to call and there were issues with the phone because I sat on hold for quite awhile and then it would simply hang up on me. I called the very next day and finally was able to speak to a representative. They took my payment and told me the policy would remain in effect. That next day they cancelled my policy after taking my payment but I did not get notified for some time that it was cancelled. I called the next Friday to see if the next payment had been taken out and was alarmed to find out I did not have a policy. I called that day and spoke to a manager who said she would review everything and get back to me. She had the change of card on record for the automatic withdrawal. I was told to call back later that next week and as a result did not drive the entire weekend. I spoke to someone a few days later saying it was still being reviewed. Department of Motor vehicle contacted me about the lapse in insurance, as I am now insured with someone else. They want to charge me $200.00 for the lapse which should have never taken place. Someone was not doing their job that day and it has resulted in some major problems for a client who truly believed in your company and all that you do. My father was in the military for over twenty-one years. I always believed USAA to be reputable company who took care of their clients. I have spent numerous hours on the phone which is very difficult for me due to the fact I am a second grade teacher. I feel very saddened that a company I believed in did not even have enough respect to work on a resolution. I know several families that have inquired about USAA and I had recommended it for their home and auto insurance. I will be rescinding my recommendation and informing them of the unfair treatment I have received from a company I thought was worth working with.

Sincerely,

Nikkole Hotze
(A former USAA) client

I was hit by usaa insured and my tail lights were knocked completely out on a 2013 jetta. I have been getting the run around about my repair! My car was completely WORKING before this accident. They are trying to say is not accident relateed. I recently found out that my tail lights are out now that im working at night..i brought it to there attention and they dont care its a hazard . Even after i paid 150 diagnostic for Volkswagen to find the cause and they are related! WORSE experience eva. Im considering suing FOR my TIME and hassle and damages... its sad a 500 dollar repair they caused..WHICH COULD HVE BEEN.