Menu
USAA Customer Service Phone, Email, Contacts

USAA
reviews and complaints

www.usaa.com
www.usaa.com

Learn how the rating is calculated

1.7 581 Reviews
Verified
The authenticity of the customer service contact information for USAA has been meticulously verified by representatives from ComplaintsBoard using our proprietary verification system.
Share
Claim Your Business
Take control of your profile: address complaints and engage with reviews
Write a review File a complaint

USAA complaints 565

ComplaintsBoard
C
2:41 pm EST

USAA car insurance

I was with State Farm for 10 years and had a great, low rate with a loyalty discount, too. I switched to USAA in August 2016 because I had purchased a (new to me) preowned car. I specifically told them about the great rate I was already getting which included a discount for my loyalty and asked if they were going to jack up the rates after my first 6 months. Sure enough, 4 months into my 6 month policy term, I get a renewal which states my policy is increasing by $85. When I phoned the company to find out why, I was told everyone in CT got an increase. I asked if this was only with USAA or with all companies and she said only USAA. I told her that sounds like bait and switch to me and I'm going to file a complaint which I'm keeping my word on. If I'd known they would pull a bait and switch, I never would have left a company that I was with for more than 10 years with no issues

Read full review of USAA
Hide full review
ComplaintsBoard
B
9:11 am EST
Verified customer This complaint was posted by a verified customer. Learn more

USAA supplemental medicare insurance

I changed supplemental Medicare insurance companies from USAA, and they kept charging my account, despite my notifications I had other insurance - which I think they threw into the trash. Five months later they call, and are willing to refund two of the five months.
I had other insurance, their insurance of me was all in their mind and their paperwork - no claims.
My fault! I thought they were honorable. I SHOULD have notified my credit union to disallow their automatic charge - because they aren't honorable.
Carrying me on their roles as insured costs them nothing, but they want @ $435 for doing so.
Maybe they started out as vet officer friendly. Grew, added formerly enlisted, as fodder to screw over.

Read full review of USAA
Hide full review
ComplaintsBoard
L
3:52 pm EST

USAA claims representative

Jameson Leak is an aggressive, intimating, ill-mannered agent who talks very fast and very loud. Every time I speak with him, he is sarcastic, keeps talking around me and it is difficult to get a word in. He challenges everything I say and rather than slowing down and lowering his voice (as I asked him to do), he continues to interrupt. He is either ill-trained or very immature. He seeks to intimidate and rather than explain and help, bullies me. I am appalled that USAA would have someone like this in their hire. He seems to need training in communication, respect for others, and perhaps knowledge. He refuses to communicate with me via email as I requested (I am 72, have severe tinnitus and do not do well on the phone.) He is an obnoxious young man who leaves me shaking every time I must communicate with him. Admittedly, I started out being polite with him. I have long gone past that point. He has made the trauma of my accident much worse than it needed to be. I am ill from my interactions with USAA.

Read full review of USAA
Hide full review
ComplaintsBoard
C
8:40 pm EST

USAA part 1: usaa and ccc consumer fraud, rico act violation

Dear USAA member,

My family entrusted USAA with our earnings, savings, house and car insurance for the last 30+ years.
Last week my wife's car got totaled by a driver running a red traffic light. The driver admitted his fault and was ticketed by the police.

USAA is using CCC for the primary purpose of minimizing monies paid out by insurers to its fiduciaries. USAA is not accepting KBB, NADA, etc. for an independent and fair market price evaluation. By relying upon CCC’s intentionally low valuation of my vehicle, USAA is breaching its fiduciary duty to act in good faith in handling my claim.

It's all about profits - nothing personal. Now it is my turn.

Dear USAA member, please don't let USAA get away with this. Fight back. Know your rights. Share your experience. File a complain with the Colorado Department of Regulatory Agencies.

Read full review of USAA
Update by CCC-One
Nov 14, 2016 8:43 pm EST

Dear USAA member,

2 weeks have passed since I first posted my "USAA and CCC Consumer Fraud, RICO Act Violation" message and it is time for an update.

What pappend:
- On 8/8/16 our car got totaled by a driver running a red traffic light. The driver admitted his fault, was ticketed and his insurance NAPAC confirmed 100% fault.
- We received a Market Valuation Report from USAA prepared by CCC One. We rejected USAA CCC report and the settlement offer. Our USAA adjusters could only be reached via USAA online chat sytem.
- Filed a complain with the Colorado Department of Regulatory Agencies.
- We posted "USAA and CCC Consumer Fraud, RICO Act Violation" at USAA member community online.
https://communities.usaa.com/t5/Auto-and-Property-Insurance/USAA-and-CCC-Consumer-Fraud-RICO-Act-Vio...
- We were contacted by a USAA Advocacy & Resolution Team Staff Operations. They again determined the ACV of our car with CCC which again could only find rental and unsellable lease cars standing on the dealers lot for many month. They again refused an ACV evaluation approach based on KBB, NADA, EDMUNDS, etc. but they were very hopeful that a resolution can be found. As it turned out no resolution was found.
- Filed a complain with the Colorado Office of the Attorney General.

Remember, this is a simple total lost car accident with USAA acting as middle man for ANPAC. ANPAC confirmed that their client is 100% at fault. USAA CCC is low balling our claim and wants us to pay thousands of dollars out of pocket for a comparable replacement car.

Does this all make any sense to you? It's all about profits - nothing personal.

Some useful resources:
USAA auto policy part D.
"The actual cash value of any auto is the amount that it would cost, at the time of loss, to buy a comparable vehicle. A comparable vehicle is one of the same make, model, model year, body type and options with substantially similar mileage and physical condition".
http://www.usaafraud.com/
http://insurancetides.com/ccc-valuescope-usaa-conspiring-to-defraud-committing-rico-act-violations/
http://www.certifiedautoappraisers.com/cccarticle.html
http://expose-behindthescene.blogspot.com/2010/08/ccc-valuescope-cccg.html

Dear USAA member, I am sorry but USAA has changed - it's all about profits - nothing personal.
Please let USAA know that this is not what you have signed up for.

Update by CCC-One
Nov 14, 2016 8:46 pm EST

Dear USAA member,

12 weeks have now passed since our car was totaled.

Situation:
We entrusted USAA for 38 years with our investments, banking and insurance needs.
We didn't filed a car claim for 15+ years.
The others parties insurance NAPC (third part) confirmed 100% fault.
USAA (first party) is acting as middle man for NAPAC.

What have I learned:
- 80% of all car insurances outsource there 'total lost claims' to CCC-One.
- CCC-One services are designed to low ball your ACV claim by 30%.
- CCC-One collects data about cars from all kinds of unverifiable resources.
- USAA and CCC-One are constantly settling law suits for low balling claims everywhere.
- USAA will not verify any data give to or received from CCC-One (like car condition, your ACV, etc.).
- USAA will not physically inspect your car to determine its condition, upgrades, etc.
- USAA adjusters are pooled, are not reachable, will not call back, provide misleading information.
- USAA will not work with you. It's all outsourced to CCC-One!

- USAA has breached its duty to exercise the utmost good faith to me its insured. So what? Get in line and file a law suite.
- Filing a complain with the State Insurance Agency (DORA) was great but DORA has not clue what is going on.
- Posting my experience online was a great and I would like to recommend that to all members.

- Don't wast your time. Get an appraiser/adjuster or lawyer or bite the bullet.
- Let USAA know what you think about them and do what needs to be done.

Don't believe USAA cares - it's all about profits - nothing personal.

Summery:
- 80% of all car insurances outsource to CCC-One and provide identical appraisals, settlements offers, ACV, etc.
- USAA will low ball your total loss claim ACV by at least 30%.
- USAA will not work with you. It's all outsourced to CCC-One!
- It will cost you lots of time and money to deal with USAA.
- File a complain with your State Insurance Agency.
- Get your own appraiser/adjuster ($700+) and let them work with USAA.
- If you are injured. Get your own lawyer immediately or you will regret it!
- After 2 month USAA will try to close your claim. All done!
- Some other car insurances offer 'a car replacement' insurance.
- The system is rigged. No law suite will be able to stop this very lucrative scam.
- It's all about profits - nothing personal.

References:
https://communities.usaa.com/t5/Auto-and-Property-Insurance/USAA-and-CCC-Consumer-Fraud-RICO-Act-Vio...
https://communities.usaa.com/t5/Auto-and-Property-Insurance/Part-2-USAA-and-CCC-Consumer-Fraud-RICO-...
http://www.usaafraud.com/
http://insurancetides.com/ccc-valuescope-usaa-conspiring-to-defraud-committing-rico-act-violations/
http://www.certifiedautoappraisers.com/cccarticle.html
http://expose-behindthescene.blogspot.com/2010/08/ccc-valuescope-cccg.html
http://paulfdavis.com/site/usaa-and-ccc-valuescope-consumer-fraud-complaint-to-fbi-director-robert-mueller-iii/

Hide full review
ComplaintsBoard
W
1:43 pm EDT

USAA credit card pay off

On the 5th of July 2016 I went to Killeen, Texas Banking branch and spoke to the manager I stated to her I want to pay off my credit card that with all interest and fees She agreed I went and got a Cashier's check of the amount specified, and again explained I want it paid off today. The manager assured me the account would be paid off that with all fees, and interest incurred. Q's what happened I get a statement Stating I owe interest and fees for the next month. According to their own disclosure agreement that is unethical, and it is also against Fair Banking regulations. I have filed a official complaint with the FDIC, and the Attorney General Office of Texas. Usaa is a Banking Predator and inconsistent Company in Policy, and Procedures. According to J.D. Power & Associates, Trans union credit Agency, and other corporations of whom I did not have time to note here. Just ask the CEO of USAA Mr. Parker of whom has received over 92, 000 complaints. What I suggest also is write your Congressional Leaders especially the members on U.S. Trade Commission, Banking Authorities. They will listen since the current scandal with Wells Fargo.. Buyer beware!

Read full review of USAA and 1 comment
Hide full review
1 comment
Add a comment
Wine Is Good
Wine Is Good
, US
Oct 19, 2016 5:54 pm EDT

No it isn't. You got your next monthly statement with fees and interest because you paid off in the middle of your billing cycle. The clerk did nothing wrong as she can not see your next billing cycle. The best way to do this, is to always, always, look at your prior statements before you pay off, and to make sure you add those fees to your payoff in advance. Read your credit card disclosure.

ComplaintsBoard
R
1:39 pm EDT

USAA banking

I have been a member of USAA since 2001. I use their investment, banking and insurance products and services and am part of their wealth management elite group of members, meaning I have significant assets under their management. Just this week I was reminded once again that USAA does not KNOW WHAT IT MEANS TO SERVE, despite their incessant commercial reminders. In this one incident they made a mistake on one of my accounts that was only discovered because I used TurboTax software to do my tax return. USAA made a mistake that has resulted in hours of my time and effort spent to understand what happened and ultimately will never be corrected to my satisfaction. They have acknowledged their error and that there have been real consequences to me and my brothers, but have justified not compensating me for my time by saying that it would be a precedent to do so, as though a precedent is inherently a bad thing.

I hold an investment account with USAA jointly with my two brothers which has substantial assets. I am the one who opened this account and since this account (or any account with USAA) can only be associated with one social security number, my social security number is the one. One of my brothers moved to a new home in 2013 and notified USAA of his new home address because he holds several USAA accounts, other than our joint account. Unfortunately, USAA made the mistake of changing the address on the joint account to his new address even though the joint account has my social security number association and therefore all IRS reporting is with relation to me. This resulted in the annual 1099-B and 1099-Div statements to go to my brother instead of me. TurboTax, on the other hand, correctly imported from USAA all information tied to my social security number, including our joint account. This caused quite a bit of confusion for me when I attempted to validate the numbers on my tax return with and tie these numbers to statements I received from my bank and investment accounts. I finally figured it out and contacted my brother about the joint account 1099. Blame for the error is clear, USAA. They don’t dispute it. They believe the fair thing to do is to apologize and move on. I, on the other hand, believe that since USAA KNOWS WHAT IT MEANS TO SERVE, they should take full responsibility for the consequences of their error and pay for my time, that of my accountant, and shoulder the responsibility if future IRS issues result from their error.

If you don’t mind paying for the consequences of mistakes of others, specifically USAA, then USAA is the place for you. However, if you just want to pay for your own mistakes, I suggest you look elsewhere for your investment, banking and insurances services.

Read full review of USAA
Hide full review
ComplaintsBoard
P
3:49 pm EDT

USAA investment and banking

I have several banking and investment accounts with USAA. In August, I used the online system to direct some transfers of money from my money market fund to other mutual funds. Instead of executing as I had expected based on the panels in the website, USAA pulled my money out of my external bank account at another bank that they had on file from a deposit I made a year ago. This caused my bank account funds to be depleted and caused me to be hit with several NSF charges at my bank and it held up my money for several days that I needed to pay bills. The customer service department was rude and showed no empathy or appreciation for the inconvenience this caused me as I had to haggle with them to sort it all out so I could access my money. They said it was my fault for not doing it right, even though I told them how I did it on line and they didn't believe me. Why would I do it wrong? I never authorized the money to come out of my bank account. I had to set up a checking account with them in order to get my money out in time to pay some due bills.
Now I'm experiencing more issues with USAA as I'm trying to make a transfer from e checking account into my husband's IRA. They are saying they will charge me a wire transfer fee to move money from my USAA Checking Account to his USAA SEP IRA - ridiculous. They are also saying it will take 3-5 days, which will cause me to miss the IRS deadline. Again ridiculous. They have transferred me from Representative to Representative an no one there seems to be able to help me make a simple transfer of my funds. I'm completely dissatisfied and plan to move all of my money to a different financial institution as soon as I can. USAA used to be a reputable, customer focused company and now they seem to be the exact opposite.

Read full review of USAA and 1 comment
Hide full review
1 comment
Add a comment
J
J
Johanna Simmons
, US
Nov 06, 2016 1:17 pm EST

This usaa stuff is not real, so many scams on the internet now especially instagram. If someone requires your banking information, do not give it to them, report them immediately to the authorities.

ComplaintsBoard
D
12:27 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

USAA claims service

USAA has control of my car and I cannot get it to the repair shop until it's towed from IAA. Your Total Department rep (name, Sacramento) refuses to extend my rental car past 9/27 because he told me the car was totaled on 9/20. Now it's 9/23 on a weekend and Alana just messaged me and told me it may take several more days until it's towed there. This is not fair that I lose my rental when it's needed since the problem has been on your end. Had USAA not towed it unnecessarily to IAA, I would have used my tow to the repair shop and my car would have been fixed long ago. This incompetence of the Total Loss Department has gone on since 9/12/2016. By the way, my mechanic just called, wondering where my car was. He was going to try to get it done by 9/27, but he hasn't gotten from you guys yet.

Read full review of USAA
Hide full review
ComplaintsBoard
M
4:54 pm EDT

USAA customer service and promises

06/29/16 A USAA member backed into the front of my car with his pickup and caused significant damage, the care was drivable and no one injured. At the time of the accident the member themselves said USAA would provide a rental care, whatever I needed. An adjuster showed up at my home to do an estimate on 07/16/16. I had been in contact with a Zach on a couple of occasion before I took my car in for reapirs on August 18 and he never once mentioned that USAA had only approved 3 days for the rental car. This was absurd as the auto body shop was not open on Sat or Sunday ( 2 days after I got the rental car) He did a complete estimate and I received those papers about a week later along with a check. I took my car along with the papers from the insurance co. to my body shop. They took copies of the papers of the estimate from USAA which included all the part numbers needed. I also had asked the body shop if they could do an estimate on my car that received hail damage after the collision by the USAA member when I brought the car back for the collision repairs. So my auto body shop called and set up an appt to leave my car to get repaired on 08/18/16 ( Thursday). Enterprise rent a car came and got me so I could get the rental car that was reserved for me. I told Enterprise that I would have to pay for part of the rental car because my body shop was going to do the hail damage while my car was in the shop for the collision repairs. I called my auto body the following Wednesday 08/24/16 to see how the repairs were coming along. That is when I found out that the USAA adjuster has the wrong part numbers so the wrong parts were ordered by the auto body shop. They had ordered the right parts and were waiting for them to arrive. My hail damage repair was completed over the weekend
( the auto body shop outsources their hail damage repairs) (August 20 & 21). No one from USAA ever informed at any point that they and only approved 3 days for the rental car. I spoke with Zach again on 08/31/16 and we talked about me paying for part of the rental car and we agreed that I would cover 08/18-0/23/16 ( 6 days). He would get the balance approved and let Enterprise know and let me know that the next day 08/31/16. Zach never called me back. I returned the rental car on 09/2/16. Enterpirse had not heard from USAA either. So I ended being charged
$ 400 ( 11 days ) for the rental car. I called USAA on again on 09/11/16 and left a message for Zach, no call back Monday 09/12/16, so I called later that day 09/12/16 and spoke with a Logan, who said Zach was out of the office for awhile. I explained the conversation I had with Zach on 08/31/16 abd no one had ever called me back.He would check on the rental car issue and call me back. He did not call me back, so I called again on 09/19/16 and spoke with a Lauren who at that point said USAA was only going to pay for 5 days total. I again explained about the conversation I had with Zach and she said Zach was not going to be in the office for awhile and repeated again that USAA was only going to authorize 5 days. I explained to her that the delay in getting the car repair started with their adjusted having the wrong part numbers on the estimate so the auto body shop had ordered the wrong parts and had to reorder the correct parts and they took a week to come in. I feel that USAA was not honest up front with their client or with me about the rental car fee. This is the worst customer service I have experienced for a long time. I wonder if your client knows how badly this whole claim was handled.

Read full review of USAA
Hide full review
ComplaintsBoard
J
6:45 pm EDT

USAA chip debit card

Dear USAA,

On behalf of all military personnel stationed overseas, your new debit cards DO NOT WORK! I myself have had numerous experiences where I was unable to make a purchase or take a taxi because for some reason your chip does not read outside of American ran military bases. The card seems to work fine as long as you use it on base. It doesn't even work in ATMs off base, which is a HUGE inconvenience for those who live OFF base. It is also a inconvenience to force your customers to switch to a card that does not work. I feel like the customers should have a choice on if they wanted to switch to the new card or not if they already have an account with the bank.

Sincerely,
Very PISSED customer who may soon switch banks

Read full review of USAA
Hide full review
ComplaintsBoard
B
9:40 pm EDT

USAA auto loan

USAA is not a Veteran friendly organization. They are solely bottom line driven and will dispose of a multi-year relationship if they no longer see value in it. This is counter to the sell they give you when you first sign up as well as the advertised offering.

USAA promised me (which I have the recording to prove) an opportunity to catch up on my auto loans. I submitted ALL required paperwork and as a result but vehicles were stolen from my property. I was promised my vehicles would not be taken as long as I was being considered for a loan modification. USAA not only lied, they also are cost me tens of thousands of dollars in damages. USAA is criminal and should be stopped from taking advantage of the Veteran community.

Read full review of USAA
Hide full review
ComplaintsBoard
D
6:41 am EDT

USAA checking

short story - I was scammed on the site "Offer Up". I received a check & did a mobile deposit. called USAA to see if I could draw on that check & was told that I could. 5 days later the check was found to be bad & I am out over $1000. basically USAA said "too bad you should have known better". I went on USAA's advice that the check I received was good to use.

Read full review of USAA
Hide full review
ComplaintsBoard
D
1:37 pm EDT

USAA banking

Received my new USAA Visa Debit Card today with the chip, replacing the existing MasterCard non-chip Debit Card. I am given two options to verify:
Go to a USAA website or call an 800 number. So I go to the website, enter all my authentication info, and then told I have no cards to verify. So I call the 800 number. The robot is so obtuse it takes 12 times for me to enter the last four numbers on the card to accept it. I then am transferred to a human. After nearly seven minutes, I still cannot get my card activated. I give up.
I have been with this company for 47 YEARS. USAA is now the sorriest company I deal with. I hate having to call them or go on their website.
This inability to verify a new card is typical of USAA's incompetence.

Read full review of USAA
Hide full review
ComplaintsBoard
T
4:50 pm EDT

USAA usaa — worst aspects from government and military rolled into one

I've been a member of USAA for 15 years. They have really declined in recent years, and despite what they say, they don't believe in supporting the military and their families. They are a profit driven organization with direct links to government, taking the worst from both worlds. I was a military kid and a USAA member, and parents, be warned they will try to recruit your kids when they turn 18 -- wonderful military customer service stories and small talk, and lots of "you should joins." Their rates are average in half the states and poor the the others, their customer service quality has declined terribly in the past 5 years, and their products other than auto are sub-par. While auto claims were okay, I had a heck of a time getting them to cover a home owners claim... not the experience you want when you have that kind of a crisis. Perhaps if I would have gone in the military I would have had decent service... Avoid USAA at all costs. They are not what they advertise to be -- protect your kids from these A$$ holes and build a better life for them.

Read full review of USAA and 2 comments
Hide full review
2 comments
Add a comment
L
L
LaTasha Richardson
, US
Sep 08, 2016 5:55 am EDT

Yes, they are horrible.

A
A
anthony L Walker
, US
Aug 27, 2016 12:10 pm EDT

USAA is a garbage company. They make the VA look good.

ComplaintsBoard
J
2:11 pm EDT

USAA claims department

To Whom It Concerns:

My insured was in an automobile accident on June 19, 2016 with Austin Harms, who is ­insured by USAA Insurance Company. I notified USAA of the accident on June 20, 2016. On June 20, 2016, I submitted a copy of driver exchange form to USAA for my insureds claim .

On July 20, 2016, My insured received a packet from Desiree D. Jackson, a claims adjuster from USAA. Ms. Jackson offer was about 1000 less than what I feel the vehicle should be worth. Several phone calls to Ms. Jackson and several left message not one phone call has been returned by her. A phone call on July 22, 2016, A conversation with Daniel Gorelik an adjuster at USAA, USAA does have lia­bility for the accident but waiting on State Farm (where another vehicle involved) to see what other vehicle goes for on auction to offered to settle my insureds claim. Mr. Harms's policy does not have enough liabitily to pay out for both vehicles so a percentage will have to be applied to each vehicle.

I have had multiple conversations with Mr. Gorelik and left numberous voicemail messages for Desiree D Jackson, between June 20 to present of August 2, 2016. They have made no other settlement offer and refuse to give any reason for their failure to make a reasonable offer.

I believe that USAA is negotiating in bad faith. I hope that you will investigate this matter and USAA to make a good faith offer of settlement.

Enclosed are copies of all correspondence between me and USAA, plus copies of documents supporting my claim.

Yours truly,

Jennifer Schryver-Agent
Smeltzer Insurance

____________________

Read full review of USAA and 1 comment
Hide full review
1 comment
Add a comment
G
G
Gustavo E Cabezas Sr
, US
Jan 17, 2020 1:55 pm EST

Mr. USAA Bank Tuesday 14 January 2020 try to see my account because and a deposit of $400.00 Dolores on 01/14/2020, at12:04 terminal KR002868
6055 FRY RD - KATY TX 77449
CARD NUMBER *******************1414
REFERENCE NUMBER [protected]
FROM CHECKIN ACCOUNT **************
WITHDRAWAL $400.00
AVAILABLE BAL $243.28
LEDGER BAL $250.36
WHO IS THE DEBIT CAR TERNINA THE NUMBERS UTIMOS ARE *********1414
I ALSO COULDN’T FIND MY DEPOSITE DE MIS $400.00

WEDNESDAY 15/2020 At 9:00 am
Mr. USAA Bank Tuesday 14 January 2020 try to see my account because and a deposit of $400.00 Dolores on 01/14/20, at12:04 terminal KR002868
6055 FRY RD - KATY TX 77449
CARD NUMBER *******************1414
REFERENCE NUMBER [protected]
FROM CHECKIN ACCOUNT **************
WITHDRAWAL $400.00
AVAILABLE BAL $243.28
LEDGER BAL $250.36
WHO IS THE DEBIT CAR TERNINA THE NUMBERS UTIMOS ARE *********1414?
You ALSO CAN FIND THE COOPY OF MY $400 DEPOSIT
WEDNESDAY 15 /2020 AT 9:00am TRY TO SPEAK TO USAA BANK TO HELP ME ENTER MY ACCOUNT BUT THE SENORITA WAS VERY ANTIPATIC AND I CLOSE THE TELEPHONE AND NOT ADDED TO GIVE ME THE 6 NUMBERS,
I DO NOT INPORATE THAT I HAVE PROBEMAS WITH MY EARS AND I DON'T LISTEN.

ComplaintsBoard
T
5:53 am EDT

USAA car insurance

My car was recently stolen (7/9/16) and unfortunately recovered 6 days later after being in several high speed chases ultimately blowing out the front tire. I contacted USAA and left several messages over the 6 day period and my only return contact with USAA was a message they left on their website...I actually begged them to call me back. When I finally got in touch with them by calling through a different department, they informed me of all the things that I had to do to get my car back - they didn't actually assist or do ANYTHING. I stupidly used one of their approved bodyshops who didn't check the engine or front end - ONLY the body components (in a car everyone knows was abused).. USAA authorized all of the work without my consent and sent the check to the auto shop. I found out via their website. I completely disagreed with their estimate (replacing only 1 tire on an AWD quattro?, ~$400 for rim repair - why not buy a new one for that price?, etc.) They also do not account for the loss in value of a stolen vehicle. This has been the most unprofessional company I have ever worked with - They used to have my respect for the past 24 years. I will be leaving them and wont look back - other companies are just as good if not better now.

Read full review of USAA
Hide full review
ComplaintsBoard
S
2:02 pm EDT

USAA checking account

I was scamed by a company representing themselves as Cash net USA. They had all my personal information due to the fact I was searching for a loan on the internet. I reported these people to USA and now my checking account has been closed by USA, and USA knows I was scamed. And you say you help the veterans and military families. Wow this has caused me undue stress, raised my blood pressure and I'm shaking because my nerves are bad

Read full review of USAA
Hide full review
ComplaintsBoard
K
3:40 pm EDT

USAA banking

My checking, savings, credit card and home equity line of credit accounts were all defrauded in numerous ways...unauthorized wire transfers, cash advances, fraudulent payments on my credit cards and HELOC accounts (freeing up money to transfer into checking so that the person or persons could make wire transfers) and counterfeit checks. To date USAA has done NOTHING about the fraudulent activity. This has been ongoing since February 2, 2016. I have made over 20 calls and even was on the phone with them for 6 hours one day. They have told me repeatedly that they would get back with me in 24-48 hours but they never call back and when I call again they act like it is the 1st time I have called. When I asked for the direct number to their Security and Fraud Department I'm told they don't have a direct number and they can only transfer me. I was told that I am responsible for the $10000 wire transfer because once a wire transfer takes place there is nothing that can be done to retrieve it. I have been with USAA for over 25 years and until February never had an issue with them. I have now closed all my accounts including my auto and rental insurance and refuse to do any business with them ever again. If you experience anything like this please ACT FAST and move all your accounts to another bank. I have had to make 3 police reports and a FBI report but that process is very slow. I was advised to get an attorney to pursue the matter further.

Read full review of USAA
Hide full review
ComplaintsBoard
R
2:45 pm EDT

USAA insurance

As a longtime (over 15 years) customer of USAA for a multitude of their product offerings, including Investment services, banking, credit cards and homeowner and auto insurance, I am qualified to comment about their flawed corporate culture and poor customer service all the way up to the Office of the President. Anyone who watches television must be familiar with USAA’s commercial which runs incessantly (at least where I live in Los Angeles) propounding the message “We know what it means to serve.” Unfortunately, my years of experience with USAA has shown that USAA does not “know what it means to serve their customers/members.” When I challenged a representative in their insurance department that I had numerous experiences where their employees demonstrated that “they do not know what it means to serve” his priceless response was that he had served two tours of duty in the armed services and then hung up on me. Clearly, he was not familiar with USAA’s commercial or their corporate slogan. I called the Office of the President to bring attention to the lack of common sense exhibited by their employee. They assured me that they would listen to the recorded call. While they agreed with my interpretation of their slogan’s intended meaning that “USAA knows what it means to serve their members” and not only that “USAA knows what it means to serve in the military” they were unwilling to call out their employee for his rude and irrational limited misinterpretation of their slogan and his abrupt termination of my call. I only wish this was an isolated incidence, but it is not. I have had misinformation and poor service from people in their claims department, credit card fraud department and banking, including by employees with the title of Director. To me it is more important to measure a company by how their respond to legitimate factual complains about mistakes and errors in judgement of their employees and what they to mitigate or correct the error then that they made the mistake in the first place. But either measure, number of employee mistakes or actions of management to mitigate or correct the mistake, USAA has repeatedly failed with me and thousands of others who voice their issues on a variety of complaint blogs. Just Google “USAA complaints” and see for yourself.

Read full review of USAA and 1 comment
Hide full review
1 comment
Add a comment
L
L
LaTasha Richardson
, US
Sep 08, 2016 5:54 am EDT

Everything you have said about them is accurate. I'm leaving them and I urge everyone to as well or you'll be sorry you didn't.

ComplaintsBoard
R
9:08 am EDT

USAA worst customer service in the history of bad customer service

Move over cable TV and phone companies, there is another bad-actor in town - USAA customer (dis)service.

I have been an USAA "victim" for about 3 years now and I must say that this company puts the UCK in SUCK!

Every, (and I mean every) transaction with USAA customer service is a major debacle. I really cannot think of a time that I had a pleasant experience. The representatives are rude and the rules they enforce are laughable. e.g. trying to pay the auto insurance premium on a car that it is my name that my daughter drives so the policy is in her name (their rule, not mine). EVERY six months I have to fight, kick, snort and plead to pay this premium for my starving student daughter.

Itshouldntoughtabethisway.

The horrible customer service perpetrated by USAA is just not worth the savings! I think it might be time for me to go car insurance shopping for my three cars. Yeop, did I mention I insure my and my sons car as well with USAA?

Congratulations Takia and Princess (couldn't make those names up if I tried!) you hit a triple in serving USAA’s "lose one customer at a time" business model!

Read full review of USAA
Hide full review

About USAA

USAA provides a range of financial services tailored for military members and their families. Their offerings include insurance, banking, investment options, and retirement planning. They also offer loans and real estate services. Membership is exclusive to those with a military connection.

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.
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.

Ratings on other sites
Trustpilot
Trustpilot
1.3
2568 reviews

Overview of USAA complaint handling

USAA reviews first appeared on Complaints Board on Sep 17, 2007. The latest review Homeowners insurance was posted on Mar 27, 2024. The latest complaint Credit Card Services was resolved on Jan 24, 2023. USAA has an average consumer rating of 2 stars from 581 reviews. USAA has resolved 91 complaints.
Trust badge
Collect Your Trust Badge
Be recognized for outstanding customer service
  1. USAA contacts

  2. USAA phone numbers
    +1 (800) 531-8722
    +1 (800) 531-8722
    Click up if you have successfully reached USAA by calling +1 (800) 531-8722 phone number 0 0 users reported that they have successfully reached USAA by calling +1 (800) 531-8722 phone number Click up if you have UNsuccessfully reached USAA by calling +1 (800) 531-8722 phone number 0 0 users reported that they have UNsuccessfully reached USAA by calling +1 (800) 531-8722 phone number
    Customer Service
    +1 (210) 531-8722
    +1 (210) 531-8722
    Click up if you have successfully reached USAA by calling +1 (210) 531-8722 phone number 0 0 users reported that they have successfully reached USAA by calling +1 (210) 531-8722 phone number Click up if you have UNsuccessfully reached USAA by calling +1 (210) 531-8722 phone number 5 5 users reported that they have UNsuccessfully reached USAA by calling +1 (210) 531-8722 phone number
    Customer Service
    +1 (800) 472-8722
    +1 (800) 472-8722
    Click up if you have successfully reached USAA by calling +1 (800) 472-8722 phone number 0 0 users reported that they have successfully reached USAA by calling +1 (800) 472-8722 phone number Click up if you have UNsuccessfully reached USAA by calling +1 (800) 472-8722 phone number 0 0 users reported that they have UNsuccessfully reached USAA by calling +1 (800) 472-8722 phone number
    Individual Retirement Accounts
    +1 (877) 899-6325
    +1 (877) 899-6325
    Click up if you have successfully reached USAA by calling +1 (877) 899-6325 phone number 0 0 users reported that they have successfully reached USAA by calling +1 (877) 899-6325 phone number Click up if you have UNsuccessfully reached USAA by calling +1 (877) 899-6325 phone number 0 0 users reported that they have UNsuccessfully reached USAA by calling +1 (877) 899-6325 phone number
    Trust Services
    +1 (800) 258-4060
    +1 (800) 258-4060
    Click up if you have successfully reached USAA by calling +1 (800) 258-4060 phone number 0 0 users reported that they have successfully reached USAA by calling +1 (800) 258-4060 phone number Click up if you have UNsuccessfully reached USAA by calling +1 (800) 258-4060 phone number 0 0 users reported that they have UNsuccessfully reached USAA by calling +1 (800) 258-4060 phone number
    Real Estate Rewards Network Assistance
    +1 (800) 531-8555
    +1 (800) 531-8555
    Click up if you have successfully reached USAA by calling +1 (800) 531-8555 phone number 0 0 users reported that they have successfully reached USAA by calling +1 (800) 531-8555 phone number Click up if you have UNsuccessfully reached USAA by calling +1 (800) 531-8555 phone number 0 0 users reported that they have UNsuccessfully reached USAA by calling +1 (800) 531-8555 phone number
    Roadside Assistance
    +1 (888) 452-7754
    +1 (888) 452-7754
    Click up if you have successfully reached USAA by calling +1 (888) 452-7754 phone number 0 0 users reported that they have successfully reached USAA by calling +1 (888) 452-7754 phone number Click up if you have UNsuccessfully reached USAA by calling +1 (888) 452-7754 phone number 0 0 users reported that they have UNsuccessfully reached USAA by calling +1 (888) 452-7754 phone number
    Auto Glass Repair & Replacement
    +1 (877) 314-2255
    +1 (877) 314-2255
    Click up if you have successfully reached USAA by calling +1 (877) 314-2255 phone number 0 0 users reported that they have successfully reached USAA by calling +1 (877) 314-2255 phone number Click up if you have UNsuccessfully reached USAA by calling +1 (877) 314-2255 phone number 0 0 users reported that they have UNsuccessfully reached USAA by calling +1 (877) 314-2255 phone number
    Financial Planning
    +1 (800) 292-8294
    +1 (800) 292-8294
    Click up if you have successfully reached USAA by calling +1 (800) 292-8294 phone number 0 0 users reported that they have successfully reached USAA by calling +1 (800) 292-8294 phone number Click up if you have UNsuccessfully reached USAA by calling +1 (800) 292-8294 phone number 0 0 users reported that they have UNsuccessfully reached USAA by calling +1 (800) 292-8294 phone number
    Survivor Relations Team
    +1 (210) 456-6310
    +1 (210) 456-6310
    Click up if you have successfully reached USAA by calling +1 (210) 456-6310 phone number 0 0 users reported that they have successfully reached USAA by calling +1 (210) 456-6310 phone number Click up if you have UNsuccessfully reached USAA by calling +1 (210) 456-6310 phone number 0 0 users reported that they have UNsuccessfully reached USAA by calling +1 (210) 456-6310 phone number
    Accessibility
    +1 (210) 282-1888
    +1 (210) 282-1888
    Click up if you have successfully reached USAA by calling +1 (210) 282-1888 phone number 0 0 users reported that they have successfully reached USAA by calling +1 (210) 282-1888 phone number Click up if you have UNsuccessfully reached USAA by calling +1 (210) 282-1888 phone number 0 0 users reported that they have UNsuccessfully reached USAA by calling +1 (210) 282-1888 phone number
    210-531-USAA
    210-531-USAA
    Click up if you have successfully reached USAA by calling 210-531-USAA phone number 0 0 users reported that they have successfully reached USAA by calling 210-531-USAA phone number Click up if you have UNsuccessfully reached USAA by calling 210-531-USAA phone number 0 0 users reported that they have UNsuccessfully reached USAA by calling 210-531-USAA phone number
    800-531-USAA
    800-531-USAA
    Click up if you have successfully reached USAA by calling 800-531-USAA phone number 0 0 users reported that they have successfully reached USAA by calling 800-531-USAA phone number Click up if you have UNsuccessfully reached USAA by calling 800-531-USAA phone number 0 0 users reported that they have UNsuccessfully reached USAA by calling 800-531-USAA phone number
    More phone numbers
  3. USAA emails
  4. USAA headquarters
    9800 Fredericksburg Road, San Antonio, Texas, 78288, United States
  5. USAA social media
USAA Category
USAA is related to the Banks category.

Our Commitment

We stand for unbiased reviews

We make sure all complaints and reviews are from real people sharing genuine experiences.

We help resolving issues

We offer easy tools for businesses and reviewers to solve issues together. Learn how it works.

We advocate freedom of speech

We support and promote the right for reviewers to express their opinions and ideas freely without censorship or restrictions, as long as it's respectful and within our Terms and Conditions, of course ;)

We ensure transparent and fair ratings

Our rating system is open and honest, ensuring unbiased evaluations for all businesses on the platform. Learn more.

We care about your privacy

Personal details of reviewers are strictly confidential and hidden from everyone.

We are easy, free and open to everyone

Our website is designed to be user-friendly, accessible, and absolutely free for everyone to use.

Is ComplaintsBoard.com associated with USAA?

ComplaintsBoard.com is not affiliated, associated, authorized, endorsed by, or in any way officially connected with USAA Customer Service. Initial USAA complaints should be directed to their team directly. You can find contact details for USAA above.

ComplaintsBoard.com is an independent complaint resolution platform that has been successfully voicing consumer concerns since 2004. We are doing work that matters - connecting customers with businesses around the world and help them resolve issues and be heard.