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1.7 581 Reviews

USAA Complaints Summary

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

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R
9:35 pm EDT
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USAA home owners

Usaa sucks is such a true statement. Back in 2006 my homeowners policy was terminated. The excuse I was given was that "I didn't live in the USA". Hmm. After my military service I worked for the US Govt as a Diplomat. Deployed on official orders and I was dropped. Therefore "USAA Sucks" doesn't even come close to how bad this phony company deserves.

They did the same thing to three friends of mine as well. So I will leave USAA the appropriate sentiment they deserve, FU USAA!

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9:25 am EDT

USAA Credit card

Card card expires end of June 2019. Contacted USAA 2 weeks prior to leaving for a trip starting the end of May requesting new cards prior to leaving for trip. Never received the cards. Contacted USAA today because cards expires in a few days and they were no help.

I think that it is time to look for a credit card company that responds/reacts to customer issues/ requests

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12:08 pm EDT

USAA blocking account without notice

On saturday 4/25 my debit card was locked. I had been contacted by email the month before and was told that there was suspected faudulent activity. They were going to mail us new debit cards. I never received them. When I called, the address they sent the cards to was my daughter's address. Still not sure how that happened. We activated the cards on sunday and at that point, usaa locked our checking account. We didn't realize it until we tried to use the card and it was declined. My husband called on monday 4/27 and was told that the account was being evaluated. I called on wednesday 5/1 and was also told that it was still being evaluated. We explained, both times we called, that it was likely us activating the cards that caused the red flag. When I spoke with customer service I told them that we have automatic transfers for some of our bills and I was concerned that those transfers would be declined therefore causing our bills to be late and possibly causing a fee. I was told that usaa would pay any late fees, etc. I was also told to call back on 5/2 and our account could be unlocked because then it would be during regular business hours. My husband called this morning, 5/2, and was told they are still evaluating and it could be another 3 or 4 days! This is completely unacceptable! We have now not had access to our money for 6 days! How can a bank hold money that belongs to their customers for this long? We weren't even given notice or contacted, texted or anything telling us that the account was being locked. I find that to be extremely poor customer service. At this point, once that account is unlocked, we will be closing that account. We've had usaa since 1991. I don't understand! I will be calling again this afternoon to try to gain access to the funds that belong to us! After that, i'm going to the better business bureau.

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4:30 pm EDT

USAA credit card service

I recently contacted USAA to remove myself from my ex-wife's credit card accounts, which are in her name and SSN (I'm just an authorized user). I was told you cannot do it without her contacting you or the representative recommended hiring a lawyer if she won't remove me. Are you kidding? The card were opened with her SSN, in her name.

How come I could do this with Discover Card, American Express, and Chase? USAA is (usually) the pinnacle of customer service and is supposed to be ahead of all these other companies when its customers are concerned.

It is disapointing that I have no control over something that affects my credit report, and that USAA is unwilling to help, due to an archaic policy. Please reconsider revising this policy. If other credit card issuers can do this, so can you.

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1:39 pm EDT

USAA financial

Recently, my son and I were informed by USAA of a suspected data breach. They informed us via their inbox, in a message titled "Notification of New Debit Card", the information at the bottom of this message.

I reached out to USAA to ascertain three items: Where was my data when it was exposed, what information was exposed, and who reported the exposure to you?

The answer I received from the customer service representative and from Ron of the executive resolutions division is that a merchant informed USAA of a data breach. USAA is unwilling to help me protect myself by disclosing the merchant. USAA appears to only be concerned with limiting their liability due to fraudulent charges.

Why would a bank, USAA, that targets only military members and their families withhold critical information that could protect the very members that keep them in business? I want to know which merchant allowed my personal information to be exposed so that I can reduce my vulnerability. USAA's representatives state that the company's policy is not to disclose which merchant reported the breach. In my opinion this policy is a business protecting a business and disregarding the safety of its members.

USAA didn't even reach out to me personally to give me insight into why they are sending a new card. I had to call them and spend 30 minutes of my time on the call to get an insufficient amount of information regarding what I should do to protect my data from a future breach by the same merchant. My belief is that USAA should be financially responsible for any future breach of this kind from the same merchant since they chose not to aid me in protecting my information. How can I request that the merchant remove my information from their systems if I cannot determine who they are? Why would said merchant disclose to a bank that they had a breach and not to the customer, me, that they had a breach?

"Urgent
We've identified that your USAA debit card information, such as your name, card number and expiration date, may have been obtained by unauthorized individuals through non-USAA systems. Your card information was possibly obtained through a retailer where you shopped or dined, or by other fraudulent activity.

To reduce the risk of unauthorized transactions, we're replacing your debit card ending ####. We'll send you a new card with a new card number, security code and expiration date, and you'll receive it within 10 business days. To keep track of this new card order, review your card mailing status. Along with the card, we'll provide information about the steps you should take to activate your card and reminders for ensuring all preauthorized or recurring transactions are honored, such as providing merchants with your new card number and expiration date for recurring transactions.

Your Current Card
Your current card will only remain active up to 30 days, or upon activation of your new card, whichever occurs first. After you've activated your new debit card, please destroy your current card.

Protecting You From Unauthorized Transactions
Rest assured that you're protected by our zero-liability policy. A password is the first line of defense against cybercriminals. We recommend using multifactor authentication (MFA) as an added layer of protection. Learn more about MFA at usaa.com/MFA.

If you'd like to speak to us about this matter, please call us at 800-535-3139.

Additional information about zero-liability protection: You are not liable for unauthorized use of a debit card if (1) your account is in good standing, (2) you have exercised reasonable care in safeguarding your card from loss or theft, and (3) you have not reported to us 2 more unauthorized use events in the past 12 months. "Unauthorized use" means the use of a debit card by someone other than an account holder without actual authority to use the debit card. It does not include use of a debit card (1) by a person who was furnished the card by an account holder unless the account holder notified us that transfers by that person are no longer authorized or (2) with fraudulent intent by an account holder or any person acting in concert with the consumer."

-DisappointedArmyVet

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9:57 am EDT

USAA credit card division

It is impossible to talk to anyone who has half a brain in the credit card department. I has an issue with a dispute with a vendor upon which time I submitted over 40 pages for the credit card company to review and submit. Later found out that they did not even review or submit the paperwork and subsequently lost the dispute. I continued to appeal the dispute and ultimately won the dispute without the help of the credit card department. I have spoken to them numerous times which winning the dispute and appeal on February 15, 2019and have asked them to confirm in writing that the refund the vendor states they have issued has not been posted to my account. Both the initial person I spoke to and their supervisor have refused to confirm in writing the the refund has not been posted to my account. Their response is that they do not issued letters of emails stating such or in other words confirm the truth. Customer service sucks and so does their attitude.in frustration I have closed my credit card account and strongly advise anyone to avoid doing business with them. They do not care about their clients only about making money. They are a joke and a disgrace!

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11:48 am EST
Verified customer This complaint was posted by a verified customer. Learn more

USAA Spamming

I have received hundreds of emails from USAA. I have deleted them, reported them, blocked them and even called the company on 2/19/19.
These emails have been sent to the FTC and I have filed a report as well.
I am not a member. Never have been.
On the phone, they wanted my personal information. Which I refused to provide. I was told maybe I forgot I was a member. Maybe I forgot ever requesting information.

NO, not so. They are arriving to my emails, only with the email address, not addressed to me except for the email.
Apparently this is a very aggressive way to get their info out there, but I don't care. I would never do business with them after a stunt like this. Ever.
The email address to remove is [protected]@hotmail.com
I would like my email to be removed at once, and permanently.

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2:05 pm EST
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USAA usaa military affiliate visa & master credit cards

I had found out recently. My understanding in the year of 2014 of May that the banking products such as USAA Military Affiliate credit cards was not open to just to anyone to apply for the cards. USAA sends out invitations to the affiliate groups by mail to invite the members of the group to apply for the credit cards. USAA does not accept business projection income on a personal credit applications. USAA has ways of checking the income.

I never received any invites from USAA through any advertisements in 2014. I was never affiliate with any group nor was I affiliate to the .U.S. Military. Never had anyone in the family who had a USAA membership. How I got the 2 affiliate cards was through USAA business partner seedcapital.com who are the one that got the 2 cards WWP and 82nd Airborn mastercard. The personal credit application based on business projection income of $150, 800.00 in the annual income. My income was S.S.I disability in the amount yearly $10, 800.00 from Social Security. USAA unlawfully approved the application. For each of the card was a credit limit $12, 000.00 and $15, 000.00. My credit reports are being destroyed by USAA. It seems that I was deceived by both parties. I would like anyone thoughts on this subject. Thank You

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12:42 pm EST

USAA claims, customer service, electronic deposits, all equals time wasted

I have never been so disappointed overwhelmed and helpless. You have made something that wasnt my fault feel like its my fault. One of your insured parties hit my car, totaling it. Completely not my fault, this happened Oct 18 2018, your insured party even filed a claim on scene. I NEVER HEARD ONE SINGLE THING FROM YOU. My insurance had to take care of everything. I finally called myself in November to which i was given a hostvof excuses, take your pick, and was assured additional funds. When i did not receive my funds i xalled and all of acsudden there was a nationwide system issue. Of course there is. I will file a complaint with the bbb as well as tell everyone i talk to what a piss poor business you are, how unresponsive you are, how unprofessional and unapologetic you are. I have lost my job because i havent had a ride to work and now i cannot get my money which is so desperately needed. I hope you all sleep well at night because i sure dont. When these people crashed into me, they ruined my life and your handling of the claim has made it even worse, if thats even possible.

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3:50 pm EST

USAA "secured" credit card cancellation

I have had my secured credit card for about 3 yrs and just recently I have been going through major financial hardships and a divorce. Granted, I realize I was a few months behind, but being it was secured with my own money and the history on the account, should have accounted for something. I made a payment of 150.00 on Friday 11/2/18 which brought it out of delinquent status. This is 150.00 that I really didn't have right now, but made it work to get back in good standings just to finds out that they close my account on11/5/18. This card is used for employment and now I am under a major bind as I have to get a loan from a bank to open this account.

Customer Name: Daniel Gold

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4:07 pm EDT
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USAA car loan

On 10/26/2018 I called USAA for a car loan and I was denied the loan due to insufficient credit. An hour later I received a call from a Marcos whom I believed to be from USAA telling me that he was going to help me raise my credit score so that I could get the car loan, we agreed to meet at the Firestone here on base Ft. Lewis that same day at 5:30 p.m.which he never showed up. I called him back and he stated that he was going to resolve this over the phone. He asked me for some personal information and deposited $4000 into my bank account. I was told to buy 8 $500 gift cards and send him photos to telephone #[protected] and that he was going to set up those accounts as secured accounts and that tomorrow I'd be approved for the car loan. The following day I called USAA, I was told that it was a scam, my account has been placed on hold and no one there seems to be helpful. This is the first time something like this has happened to me. I called Marcos back and he's blocked me, my mom called and the number appears to be a Cash advance place in Chicago, my mom threatened to call the FBI and he starts laughing and hangs up. Please investigate, this Marcos person has some sort of affiliation with USAA, because there's no way possible that I apply for a car loan directly with USAA and out of the blue he contacted me.

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10:54 am EDT

USAA mortgage

I and my ex-spouse own a home together which he lives in. We decided to refinance and sadly chose USAA (we are both long time members). Boy was THAT a mistake! This should have been relatively simple and straight-forward, but after providing all the initially requested information for both of us, they asked for more... and then more... some of it patently strange or even bizarre - prove that you have unrestricted access to your IRA account... Now, I'm over 70, and have to take the RMD, which my account statements, and an additional special statement from my IRA account investment company that USAA had to have next, over and above the account statements, clearly shows that I do receive this every month direct deposit to my bank. When I asked what exactly they needed to show this "unrestricted access" they couldn't articulate it, just that I needed to provide that documentation! The morning my ex-husband and I were supposed to sign the closing documents (he is in one state, I moved to another state almost 1000 miles away) - AT THE SAME TIME - set up by USAA with the Title Company Service Link several days ago! - NOW I get a call from USAA saying NO YOU CANNOT CLOSE signing 2 sets of documents that we will marry together - YOU MUST SIGN THE SAME DOCUMENTS. This means that one of us signs MAYBE Today; then the title company must send the signed (by one party) closing document set to another servicing notary office, via FedEx, for them to then have the other party sign. I shudder to think what the next problem will be... This is NOT the USAA I remember!

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1:54 pm EDT
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USAA auto insurance

The worst service I have ever encountered! I got car insurance with usaa, from the start they had issues with my billing and they fixed it! Well all of sudden I had 639.87 come out of my account when normally my bill is 289.97. I called upset and had a rude costumer service agent p9761 Andy, he said there is nothing he can do that every few years it will do this. I told him no I was not expecting this and I want the difference credited. He said he can't do it. So I told him to give me a manager and he told me no, they will not be able to do anything for you. I asked him again to give me a manager and he told me the same thing. I then said are you refusing to give me a manager and he said no and finally got a "manager" you can tell they totally talked before because Jordan p9765 came on the phone with an attitude and said no, the only way for my to get the difference back is if I cancel my insurance. Are you serious? Well I got a call from a manager, and pretty much told me the same thing. I do not understand why I was charged twice for 1 month of car insurance. I was charged $639 for 1 month on insurance!

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11:29 am EDT
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USAA unethical behavior and incompetent customer service when disputing debit transaction

I disputed a debit card transaction that occurred in February 2018 within the timeframe that USAA allows to dispute transactions. The transaction was with a "so called" plumber that, after attempting to fix a leaked I hired her to fix the leak occurred again and also happened in a second bathroom where there wasn't one initially resulting in me following up with her only to find out she contracted a carpenter to fix the bathroom toilets (which I was not aware of at the time of hiring) and her stating to me she would get that person back out to fix it, which I was not comfortable with since he didn't know what he was doing. She stated to me, which I have in writing that she would pay for someone else to fix it and I hired someone to fix it and she never refunded my money back to me.
The bank, USAA, followed up with paypal which I used my bank account to pay through. The issue was never with paypal. I went through them prior to requesting assistance from the bank. They've changed their rules and could not help me. So I went through the bank to retrieve my money back from Beth Waller. They never followed up with her, they gave me the run around for over a month, "lost" the paperwork I sent in to confirm my story with text messages and my statement. USAA claimed I never sent the documents, one person would say they'd found it and that they would escalate the issue and then I'd follow up in a few days and another person would say that the documents were never received. Then it would escalate again because I would get upset and they sent me to some "Executive branch office" where they would claim they would have to reopen the case because it was closed for not receiving the documents. Then I would once again get upset since I was just told someone received them. They magically find them again in a location that they said the documents weren't suppose to be and they said again that since the dispute was closed that I would have to wait for someone to review the case again. Then I received another notice that they found nothing wrong and that the case was closed. Mind you no one ever called me to discuss the issue, they never disclosed who they were disputing the case with until someone out of the several people I spoke to let it slip that it was Paypal, which it never should have been with. Over a month of this back and forth of getting nowhere and the issue was dropped like a hot potato as if my dispute had no validity. I am beyond upset. This is $300 of my hard earned money and I'd rather not spend more money going to court. Usually I do not have a problem with USAA. But this was just unsatisfactory to the point where I have found another bank and I have removed most of my funds from my checking and savings. I don't feel comfortable with a bank handling my money when a dispute in question is not taken seriously.

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1:51 pm EDT
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USAA insurance and banking - cancelled due to past felony (22 years ago)

Last week I was notified by USAA that they were terminating their 25 year relationship with me. I have had car insurance, renters insurance, checking, money market, car loans, and credit cards. All of that history is being wiped out.

Their reason is that 22 years ago I got into trouble and was convicted, served my time, got out. No issues since - not even a parking ticket.

But USAA decided last week to retroactively apply my 22 year old conviction against my account.

After discussing with them for hours.. they decided to disregard 25 years of solid credit history (750+ score), no payment issues, no problems, no claims.. just because someone decided it was time to look back and apply this policy.

Other banks no issues - most have a 3 year, 7 year, 10 year clause.. but USAA decided to go against their promise and destroy a 25 year spotless relationship.. because of conviction that has nothing to do with USAA.

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6:48 pm EDT

USAA automobile insurance

I have been with USAA for 32 years. I have always used their automobile insurance and have had a few minor claims. After receiving flood damage to my beautiful new Dodge Challenger R/T I was told by the repair shop to make sure I used OEM parts to repair the car. He advised me to make sure I had there OEM option on my coverage and that it usually only costs about $30.00 extra. He said that he had it. i called USAA and received 3 different answers/lies from 3 different "call center" employees. Each was clueless. In the long run, I found out that USAA does NOT offer ANY OEM repair parts.

BE ADVISED THAT ANY PART YOU REPLACE ON YOUR CAR THROUGH USAA INSURANCE WILL BE A RECYCLED PIECE OF GARBAGE! You will have no choice but to replace your trashed car at your expense after they "fix" it with inferior parts! Dump this company now!

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8:21 am EDT
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USAA online access to all accounts

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".

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USAA service representatives and timely resolution of usaa responsible insurance claim

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.

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USAA banking

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.

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USAA car insurance

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)

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Update by Thomas Riley
Jul 15, 2018 8:14 am EDT

July 15, 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 and issued a claim number. Since that phone call, I tried contacting USAA several times and left several messages, and they did not returned my calls. Neither did they send a claim adjuster to review the damages nor make an offer to repair the damages.

After reporting USAA to the Better Business Bureau on June 24, I received an email from the Office of the CEO at USAA (on the evening of June 26) requesting my USAA claim number. That information was emailed on the morning of June 27. Since that time, I have been contacted by several people at USAA (by voice messenger). I returned their calls shortly after I receiving them, but none of my voices messages were returned to discuss my claim.

On July 6, I was requested to resend the estimated cost of repairs and photographs of the damages, which on did on July 6.

Seven weeks after the accident, my repairs were completed on July 12, and I paid the repair shop (which is on USAA’s approved list of approved repair shops) $9, 259. On July 13, USAA’s Total Lost and Salvage Claims Division notified me that the value of my car was worth only $5, 639 and they would be willing to pay that amount if I gave them title of the Mustang.

In Summary

It took USAA over 7 weeks to notify me what portion of the damages they were willing to pay. I waited nearly 3 weeks before I started the repair work, and the Mustang was in the garage for nearly 5 weeks for repairs. After over 7 weeks since the accident, USAA finally prepared an estimate, as to what they were willing to pay for the collision. During that 50 day period, USAA neither made an offer for a car rental nor to offer compensation for the inconvenience of not having the use of a car for 50 days.

Recommendation

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

Thomas F. Riley
(I am a veteran)

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USAA Customer Reviews Overview

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

USAA In-depth Review

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

How to file a complaint about USAA?

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

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

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

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

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

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

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

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

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

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Phone numbers

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

Website

www.usaa.com

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