USAA
Reviews and Complaints

First of all, a big ‘Thank You’ to John at USAA for his patience and determination in helping me resolve my vehicle storage issues within his capabilities 👍🏻👍🏻👍🏻

On the other hand, I have experienced some problems with my vehicle storage expiration especially since talking with the previous rep on April 27 for more than 1:20:00. Because of technical issues with verifying my membership and not having access to my U.S. phone number from overseas, I even made a special trip back to the US to deal with this issue in April 2024.

Just a few days ago, I received my usual notification of upcoming insurance payment through auto withdraw and noticed it was the higher rate (vehicles not in storage) which I thought was already resolved. So, John told me there is nothing he can do to correct the charge for June but can certainly correct the storage dates reflected in the system to show they are in storage until August 31, 2024 (when I plan to return to the US).

Through no fault of my own after due diligence, I’m being charged the premium without the storage discount for June; this happened for the four months I was out of country last year and the reps could not discuss the issue with me bc I did not have access to my U.S. number to receive the six-digit security code through text message!

I have documentation proving the vehicles are and have been in storage and our passports showing we have been out of country, but those don’t seem to matter in the end.

Please consider this issue the next time you have meetings about customer complaints and satisfaction as I have been a faithful member for 23 continuous years.

USAA is a company that has tremendous products and services AND phenomenal Customer Service. I moved both my auto and home coverage here. In fact, 2 months after moving my auto coverage here, a hurricane placed a large tree neatly on my car. USAA settled with a payment higher than I expected! This is after only 2 months of premiums in their pocket. Need I say more?

I have been with them for over 11 years. I have never had bad customer service. And trust me I call in all the time, with questions or when something happens to my car. Every time I have had a finder bender they fix it quickly and they even introduced me to my favorite auto body shop. Western Auto Crafters, in los angeles. Now I won't take it to any one else. This company is fantastic. I can't rave enough on how great they are.

We've only been with them a year but each time I've dealt with them, it's been smooth and positive. The representatives on the phone are knowledgeable, professional and quick - three combination traits difficult to find these days. I was with another insurance group for more than 25 years but decided to switch to USAA after reading all the kudos they were receiving from members (truly the best source) and relevant business magazines.

I have been a USAA member since 2004. I use them for all my banking needs and car/home insurance. It was a little difficult at first having a bank that doesnt have a local branch where I live. But as technology progresses, everything is done online. Now I can deposit checks on my phone and I can use any local ATMs to deposit/withdraw money at no cost (USAA reimburses ATM fees up to $15 per month.) Their customers service is friendly and always helpful. I highly recommend USAA!

I do business with USAA, both in banking and auto insurance, and I have had good experiences with them over the years. Their website is easy enough to navigate and seems to be well-maintained as I have never had any problems with it. I agree with one review that says that USAA makes a vet feel valued, both as one who has served in the military and as a customer; other banking entities and auto insurance companies could learn much from USAA and their webmasters. I say bravo, USAA!

Christine in deposits is beyond fabulous by taking more than enough time to help me with all my issues and patient and genuine. She helped me more than i have ever expected and usaa is amazing but this is the first time that it felt more than above and beyond. I have been dealing with many issues financially and embarrased to call but she walked me step by step. Supportive and patient and usaa you did a tremendous job with hiring someone like Christine. Especially in the world that we are living today when talking about financials isnt easy and her finding ways to help me get back on my feet by just taking the time to listen and give advice and help me in areas i didnt know about it. I know not every call is easy on both ends but kindness and genuine goes such a long way and she did and continues to do this to not only myself but others. Please give Christine a huge shout out.

I have had USAA insurance for ore than 15 years and never had them question a claim and I have had many of them. My first one was when a storm came thru and knocked over 2 trees that fell on my fence. They asked for pictures and an estimate of what it would cost to have them lifted off my fence cut them up and remove them. I sent them to them and was surprised to find they did not pay for the fence and have the tree removed they paid for the cost of the trees. When I was living in Belgium we had our house burn down and we had renters insurance with them all they asked for was a list of what we lost and the cost to replace our loss. This year they replaced the roof of my house. They sent a guy out and looked at it and said ok we will fix it. This year I had a car that was 2 years old and a guy ran a red light all my car was good for after that was a junk pile. The next day the adjuster came and looked at it and told me how much they would give me. I could not believe what they gave far more than I thought it was worth. Many insurance companies call and ask if I want to change companies and offer me a quote for insurance I tell them I will look at the quote but you will be wasting your and my time I am not going to change. I have not been given a quote that comes close to what I pay. So change? I think not.

I called to just get a quote. I had my policies in front of me, plus I'm a licensed insurance agent. I had been with my previous carrier for 25 years. They are no longer on my side! I have checked their rates in the past and it was less than $100 a year difference and never pulled the trigger. Well the auto went up and I had to have the policy re-written to get some new discounts. Then a couple of months later my homeowner policy renewed. It was outrageous and the no longer had standalone Inland Marine policies. It was being endorsed to the homeowner policy. I don't like that because if you have an Inland Marine claim and it's endorsed on your homeowner, it will count as a frequency. So, I called USAA one morning and got quotes. Compared each policy limits to compare apple to apple then discussed changes in various limits. I decided then and there I was switching. They issued the policies, walked me through everything. Why did I wait so long? My monthly premium auto pay is less then what it was with the previous company and they are taking it out 5-months on the auto and 11-months on home and VPP (inland marine). Also, you can call 3 or 4 o'clock in the morning if you have a question. The previous company had a recording and when you to speak with someone, you have to call your agent. My agent is never there. Cost is very important but so is service. USAA offers both.

Well first of all you have to have served in the military or be a child or dependent of a military person in order to qualify for membership (free). A visit to the site will show you an array of products and services that I won't try to elaborate on here. The site is famous for getting you to the right person in record time. The person you first speak to usually can handle any question or solve any problem you have (except for adding huge quantities of dollars to your account just for fun) or they will transfer you to the right person while staying on the line to make sure you get to that person. They are extremely friendly, courteous and always professional, perhaps because they deal with military personnel from all over the world every day. Their services are amazing like free checking, free checks, no fees for low balances, free ATM usage (up to a reasonable point) and they rebate your ATM fees back to your account each month which, by the way, they pay you interest on. You can deposit any check from home or from your cell phone (up to $2000 per day, provided you have a scanner at home or a camera in your phone. Their bill-pay service is free, their Auto insurance is probably the lowest in the nation and they rebate part of your annual premium to you depending on their claims for the year. They have a low cost investment account available, savings, teen accounts, college accounts designed to get kids started managing money with more options and free stuff than any of their competition that I know of. You can obtain a mortgage, car loans and lots of other financial services. USAA also has periodic deals with various providers to save you money like ADT home security systems. All in all, USAA is absolutely the finest company of any kind I have ever done business with./... and NO, I don't have any affiliation with them other than literally all of my financial business is with them, but trust me, this is an honest review and I would (and have) recommend USAA to anyone who has ever served in the Armed Forces or is somehow connected to someone who has. Enjoy.

100% permanent disabled as a result of military service. I’m treated with constant disrespect and bias and bringing forth concerns only worsens the treatment. Because I voice concerns I was subjected to multiple dispute reversals that USAA knew would result in overdraft. I’m confident USAA manipulated deposits and debits to benefit themselves and cause financial hardship on our veterans.

i had a house fire on thankgiving that completely destroyed my kitchen - my 10 year old and i have been displaced since then, and i have gone through 3 adjusters, and countless service agents, all of whom tell me how sorry the are, how terrrible this is and never follow up. today, my new adjustor, Mason, laughed at me, mocked me, told me i wasn't important, asked me "who do you think you are" and hung up on me. i subsequently made 4 additional calls to speak with someone higher up and was told someone would call me today - no one called. no one ever calls. these people are horrible. cruel, lacking in empathy, greedy, awful

How far (USAA) has fallen in such a short period.

They use to have world-class customer service. Now they have a cumbersome and error prone voice answering system that does its best to keep you from reaching a real associate.

They were always expensive but provided world class service and providers. Now contract providers work on your car with few options. Anything different, such as using your dealership, means total out of pocket and hopefully get refunded later.

Their prices use to be somewhat competitive. Now, they are 40% more expensive than GEICO for the exact same coverage. GEICO does work with your car dealer by the way.

I tell all my friends to spend their insurance funds elsewhere for better auto insurance, more competitive services, and much better customer service.

Can't get ahold of a LIVE person, if I don't have my phone which it broke I cannot update or pay my bills, I can't add a car on my insurance. The Authentication USAA uses is horrible! Everything is tied to your phone number even though I answered every security question and since I cannot receive a text from this horrible company I am stuck! Every time USAA claims it supports veterans I want to throw up how fake this company is!

Review:

I had the unfortunate experience of dealing with USAA after my daughter's car accident. I cannot stress enough how dishonest and deceitful their tactics have been throughout the entire claims process.

To provide some context, my daughter had just purchased her first car, which she saved up for two long years to finally purchase. She was driving cautiously and responsibly when the USAA insured driver ran a stop sign, causing a severe collision. It was a traumatic experience for her, with both physical and emotional consequences.

Despite clear evidence indicating their insured driver's fault, multiple USAA adjusters shamelessly turned the tables on my daughter, blaming her for the collision in order to evade their responsibility to repair her vehicle. Their conduct was appalling, taking advantage of a young, trusting (in honesty is the best policy) driver and attempting to shirk their financial obligations.

Throughout the claims process, USAA consistently demonstrated a complete disregard for their duty to act in good faith. They utilized deceptive tactics and attempted to intimidate and manipulate my daughter into accepting liability for an accident that was clearly not her fault. They used every trick in the book to avoid covering the repair costs, effectively robbing her of the money she had spent so long diligently saving in order to purchase her first car ( having purchased less than 2 weeks before USAA insured failing to yeild right of way, ran a stop sign causing the collision).

Furthermore, when we attempted to discuss the situation with their representatives, we were met with condescending attitudes and dismissive behavior. They lacked basic empathy and failed to address our concerns, leaving us feeling unheard and betrayed.

The lasting impact of this ordeal on my daughter's confidence and trust cannot be overstated. It is disheartening to witness an insurance company, whose primary purpose is to provide reliable coverage, resort to such corrupt practices to avoid fulfilling their obligations.

I strongly caution anyone seeking insurance coverage to steer clear of USAA. Their lack of integrity, their dishonesty, and outright manipulation make them unfit to be trusted with providing genuine care and financial protection in the event of an accident. Save yourself the headaches, frustration, and potentially devastating financial consequences—look elsewhere for a reputable insurance provider

After 23 years of being a member USAA fell from any trust with me. A person pretending to be an agent called and took the liberty to verify account just as normal and sent a new card which ended up being stolen then hacked!

Several days have been busy calling and trying to get no more cards sent yet I have received 3 more cards even after reporting fraud theft!

Utterly insane to have to deal with this.

EXPLANATION OF EVENTS:

On 27 Apr 2024, one of my two vehicles was successfully placed in storage, vehicle #4 at a discount rate of 80%.

On 19 Jun 2024, I officially moved from TX to the state of NY and a new auto insurance policy was issued. This new insurance policy AUTOMATICALLY and WITHOUT MY KNOWLEDGE removed my vehicle from storage. In reality, my vehicle never left storage to this day.

On 19 Dec 2024, after 6 months, my policy was renewed, with no vehicle in storage, again. This is the second 6 month policy with it mistakenly not in storage.

On 23 Apr 2025, I noticed my 6 month premium for this vehicle was abnormally high and was unable to verify any indication that it was in storage. I immediately engaged with USAA via their online messaging platform and verified that the vehicle was indeed NOT in storage. The rep then put it in storage at that time and an associated adjustment was issued for the remainder of that 6 month policy and the future 6 month policy. The rep at the time stated they were unable to back date and correct the storage dates and that I would have to call in person.

On 22 May 2025, I contacted USAA via phone and attempted resolution. After about 3 hours of PAINFUL and EXCEPTINALLY REDUNDANT explanation of these simple facts that took me less than 1 minute to explain the first time (I say this with absolute seriousness and objectively), the second rep was finally able to acknowledge and follow along with the error made through all policy documentation. In addition, that rep finally acknowledged and stopped insisting that the vehicle has been in storage the entire time. The rep stated they are unable to go back that far to correct the error as it is simply against policy and they are just unable, as the time frame goes too far back. At this time, please note that I myself made an error in explaining these policy documents, I mistakenly translated an adjusted document to reflect that the vehicle was backdated to be put in storage on 19 Dec 2024. It was not, and simply put into storage the day I asked them to on 23 April 2025. You should find records that I asked this final rep to log that explains what we talked about over 3 hours. Their records may indicate that my vehicle has been in storage since 19 Dec 2024, but this was my error and was also not caught be the rep.

After 3 hours of exceptionally painful and horrendously redundant explanations without understanding and with great confusion, I have absolutely no capability to attempt to further resolve this through normal channels. PLEASE DO NOT SEND THIS COMPLAINT TO A NORMAL REPRESENTATIVE, this requires higher level understanding, and approval, than an average employee is not able work with, and I say that with the utmost respect, compassion, kindness, and objectiveness at having been through it with 2 reps already over 3 hours. I take great responsibility and duty to treat ALL people with respect, do not let any words in this complaint indicate otherwise.

Simple summary: I put my vehicle in storage on 27 April 2024, but for an unknown reason it automatically and without my knowledge was removed from storage on 19 June 2024 when I changed states. Although it is now in storage as of 24 April 2025, I have been charged for normal/fully-operating/on-the-road-driving/full-coverage insurance for 309 days, of which I should have been receiving an 80% discount as initially issued for a period of just 53 days preceding this event.

MY SIMPLE REQUEST:

PLEASE correct this error in full and provide adjustment that reflects the vehicle being in storage from 19 June 2024 to 27 April 2025, a period of 309 days.

CONSIDERTION:

I understand it is the duty of each customer to operate with their own due diligence, which may have led to me catching this far sooner. As an 11.5 year Air Force officer and military pilot, believe me, I deeply comprehend this. However, I humbly ask you to consider my abnormal life events that occurred during this time period.

Not only did I depart the military in Dec '23, but I did so after being indecorously deployed for 6 months preceding my separation; I deployed alone without my unit, and not doing the job I had grown so passionately about. The day I was told I would deploy I had 2 weeks to prepare for what should take months. I had no proper time to say goodbye to my family, it was a full force effort of non stop 12+ hour days focused on getting CBTs done and further outprocessing. That was the last day I ever flew, my last year in as a pilot, and I never flew again, no ceremony, no time to reflect, no time to say goodbye to the life I knew. I returned from deployment with a few months remaining till I separated. Most of the people I knew had already gone. I returned home to a unit I no longer recognized, to a family that wasn't mine, and to make it worse I was moved to a new squadron, making these claims absolute. Despite what time I had left there, those months were, yet again, spent preparing for my next and final departure. Although this does not reflect the time period where I missed the financial error, it merely sets it up.

From separating in Dec of 2023 till 21 April 2024, I greatly struggled to stay afloat emotionally, socially, and mentally, as I endured a failing relationship. On 21 April 2024, ONE WEEK BEFORE PUTTING VEHICLE IN STORAGE, I officially left that relationship. Any struggle I thought I was going through was nothing compared to the next several months. I never new the depths of the person I chose to spend the last 4 years with until I tried to leave them. The next 5 months were the absolute worst time in my life. I am still recovering from them. Constant threats. Threats to ruin my life. Threats to contact all my friends and family with out of context horrible statements and lies. Threats to be brought to court via 5 different areas of law, think Amber Heard vs. Johnny Depp, but with added and totally different areas of law disciplines. Threats to take everything I own. Threats to take half of my retirement (unmarried and no kids, by the way). Threats to my property. Threats to my literal life and physical well being. All this from someone I loved so dearly, all that from someone, even to this day, I believe is a good person deep down, all this from someone I was most vulnerable with. From my years in military service, I thought I was highly resilient. I was wrong. I didn't even know what resilience was. Now all of a sudden I was nothing. Imagine the mental health issues that could result of this, on top of the life transition I had just made away from my closest friends and military family, away from my purpose in life up to this point.

So, USAA, please consider these events and forgive my inability to catch the financial error on 19 June 2024. On top of this, please consider that I spent an excess of $17,000 on legal fees and fees associated with removing this good-person-consumed-by-evil-actions from my life. Even though, on 14 October 2024, events concluded with this person with our final communication and pay off, please understand that the path out of the mental health pit of darkness was far from over. I since learned that PTSD doesn't come only from combat, the military, or near death experiences.

An 80% refund for 309 days of vehicle 4 auto insurance may seem small to you and others, but please also consider my financial situation and behavior as a USAA consumer. Since I separated, I have held no job and have been living off a very small budget that has never included a place to live with heat, cooking, a toilet, a shower. I have spent months sleeping in my car, months sleeping in my mom's basement (literally). I tried to earn an income working construction with my father, but my feet literally burn to painfully for me to attempt standing for over an hour. I am rapidly getting my life and mental well being back together, to include costs of therapy. In the worst of days last year, I skipped meals in order to scrape together the funds to pay off and remove a person from my life most capable of terror.

As for my behavior as a USAA consumer. Please consider that I have never claimed and utilized auto insurance besides possibly one windshield replacement, despite many chances to do so, including hail damage. I have never utilized my renters insurance, despite many chances to do so. I have never taken advantage of the system, I have upheld my personal morals, my integrity, despite what lawful or commercial opportunities presented themselves that would grant me money, because I have believed in paying for it myself if it was simply "the right thing to do." Please, please uphold a set of moral bearing and Integrity that is not less than my own.

FINAL WORDS:

Back dating my vehicle storage to 19 June 2024 and issuing a credit to reflect that, you know it is simply the right thing to do. No matter what policy exists, you do have the power.

Integrity First, Service Before Self, and Excellence in All We Do. I have lived it and continue to do so...

08/01/2024 Approx 1PM was on account filling out application. Logged off when done, and approx 2:30 PM tried to get back on to check something and got hit with we need a copy of your drivers license front and back, and then refused to talk to me any more. there is NO way to talk to a real person which is making me wonder what kind of a bank will not talk to it's customers. if I needed to withdraw any money in an emergency from my account itg would be inaccessible because usaa won't talk to me. Did upload copy of DL but still get nothing for three days, luckily not an emergency but not feeling supported if they won't even talk to me.

Misleading information to settle at last minute. Adjuster did not use all information sent to her. No pain and suffering, no documents submitted under previous adjuster. No documents read submitted on May 17, 2024. I have not signed a settlement release. Tried to rescind, adjuster never answers telephone. Communication was delayed and held back to let the deadline expire.

As a retired solider of the United States Army, I have been with USAA for over 30 years. This has been one of my worst experiences ever with an insurance company. I have previously repaired the two sides of the fence (at different times) that I share with my neighbors on my own without the help of USAA and that cost me more than what USAA is offering now. March 30th, 2024, I filed a homeowner’s claim for wind damage that was done to my backyard wooden fence. April 1st – 19th I started looking for Licensed contractors to fix the fence. The fence must be replaced and not repaired due to the wind damage. I sent in the photos and a detailed estimate from a Licensed contractor to Sandy (USAA Claims Rep.). April 10th, 2024, I was given $446.28 for the two sides of the fence because I shared that part of the fence with neighbors. April 25th, 2024, I was given an additional $1,657.21 for the back portion of the fence with the gate. By 4/25/2024 I was given $2,103.42 in total for the two sides and back portion of the fence from Sandy who stated that that was all she can do, and she will be gone for two weeks. Complete replacement will cost from $11,587.41 to $14,199.36 with a 60 to 120-month warranty. This is in no way Members first, mission always and the values of the military in my opinion. In my opinion this is disrespectful, lack of fairness to the men and women in and out of uniform.

Members first, mission always

USAA was founded on military values. We consider it a privilege to serve those who defend our country. Our unwavering commitment to serve with excellence means we work to support our members’ changing needs today, tomorrow and for generations to come.

EVERY DAY, OUR 37,000 EMPLOYEES PUT SERVICE ABOVE ALL TO ADD VALUE TO YOUR MEMBERSHIP. USAA'S TEAM TODAY AND OUR TEAMS OVER THE PAST 100 YEARS HAVE RESPONDED WHENEVER AND WHEREVER OUR MEMBERS NEEDED HELP.

I am filing a complaint regarding a claim that my wife and I filed back in September of 2023. We had experienced a water leak damage to our house. USAA sent Servpro out for water mitigation and cleanup. USAA couldn’t get a plumber for the leak so we had find a plumber to repair the leak. We had to pay a deductible of $2500 to Servpro plus an additional $3000 to the plumber. USAA claimed to not cover this specific issue/problem. USAA claims it doesn’t cover old pipes bursting which wasn’t the problem to begin with. We were just trying to seek reimbursement for the plumber cost.

I signed up for a USAA account back in 2012, when, I'm guessing, they are a much smaller banking platform. The cozier the establishment is, the better they seem to be, but over the past couple years, dealing with anything using USAA has become an agonizing experience.

In 2017, I needed a new car. It would have been convenient to finance a new car, with the bank is use, and have the funds automatically taken from my accounts without any of the notorized letters and forms other loans demands to do something as simple as give them your money automatically. However, it was explained to me that there is "a book" that dictates how much USAA will loan for a car, regardless of how high your credit score is. Payments in could have easily managed over three years were made impossible when they demanded I put $6,000 down, my entire savings at the time. I tried to barter for $3,000, but was told it was non-negotiable. EVERY OTHER BANK WAS WILLING TO FINANCE ME FOR NOTHING DOWN AT ALL.

Not a big deal, every bank had their standards right? It gets worse. Policy changes at USAA seem to change rapidly, with several 30 page long documents full of legalese, often over the span of a year, all in PDF format (which I still never recieve notifications for). These changes will accur, to the place you store YOUR hard earned money just too emphasize, with or without your knowing about them. An unfortunate circumstance saw to it that I had to get a new smartphone, and it just so happened my old one was destroyed on the same day they FORCED people too use two factor authentication. "For your safety," as they were keen to remind me. I have my money direct deposited to my savings account. With a limit on how much I can withdrawal on a daily basis from an ATM, this made it a multiple day ordeal before I could accumulate enough cash to get a new smartphone to "validate my identity through the mobile app". Having my password, pin, safety questions, SSN, my freaking birth certificate... Nothing mattered. I called, and was told in no uncertain terms that there was literally nothing that could be done, which is outright unacceptable.

I descovered recently that USAA quietly started blocking purchases of crypto currency a couple years ago when I tried to make some modest investments. After searching up why my card was being declined despite having the funds, the tale spun by USAA is that it is to "help mitigate fraud". This is beyond unacceptable. USAA has one job, amd that job is to provide a place to store my 1's and 0's in a convenient place for me to access the money I WORK FOR. I don't understand where they have gotten the idea in their head that they can decide what I am allowed to purchase, with my money, in my basic checking account that provides me with little to no benefits at their expense.

This is the last portion, and while I will preface this by saying my financial health is certainly my own responsibility, this is the straw the broke the camel's back. We live in a post pandemic work, where the economy is doing horribly, basic necessities are becoming more and more expensive, gas has shot through the roof, and there are TONS of people out of work with livelihoods destroyed. Having just recently left the service as of last year, I'm starting to feel the burn, and am slowly but surely adjusting my finances and lifestyle to get myself back on track. These things take time, and I'm not making nearly as much net income as I used to... So now I'm starting to trim the fat. However, a couple repeated "retry payments" from paypal within the course of two days, and I see that USAA is charging me $30 a pop and stacking. These aren't overdrafts, mind you. No, the services aren't being payed (which weren't even close to what USAA is charging me to begin with). No, this is simply an automated "service" that produces a $30 charge to my account, rapidly, so that they can make money... Off of the fact that I do not have money. Which almost inevitably ensures that, in a couple days when I do get payed, I will have even less to work with. I've cancelled eveey subscription I can think of, but with my modest income, and a new job, paying USAA $120 is a huge setback, that is incredibly hard to recover from, and it doesn't even handle the money I already owe. It is simply gravy for USAA, money they make for doing literally nothing.

Now you may say, "That last one at least is your own fault," and I would totally agree with you. I signed a contract, I should have managed my finances better... However, who expected the past year? I can only imagine that USAA has made an absolute killing off of the struggles people are facing, which is ethically abysmal at best. I don't have a business account with tons of benefits if I keep my balance up past a certain amount. I don't have a special account with high interest rates that they use to invest. I have a BASIC CHECKING ACCOUNT. And TONS of banks have limited overdraft that merely ask of you to pay what you rightly owe if you're struggling, without excessive fees.

One would expect that a bank dealing with soldiers and veteran families exclusively would be a cut above the rest. Instead, they have higher standards for their clientele, and lower standards for themselves. Which is why I've chosen to take my business elsewhere, and you should too. Find a nice brick and mortar if you can. They might not have all the flashy options and phone apps, but the people that legitimately work as part of a community, that haven't gotten to big for their britches, are FAR BETTER. Do not put your hard earned cash in the hands of people that see your potential hardship as an opportunity to purpetually syphone anything they can from you. There are plenty of banks that will value your investment in them, and will do anything they can to keep your there. USAA isn't one of them.

USAA reports charge off accounts as “late” month over month. The charge off indicator is derogatory in itself and hurts credit score. As the account is charged off, it factually cannot be late and no payment is expected. This is a violation of FCRA and a form of double jeopardy in terms of credit reporting. USAA is the only creditor reporting this way.

Title: Disappointing Experience with USAA Claims Department

My recent encounter with USAA's claims department following an accident left me deeply dissatisfied. Despite the clarity of fault and the honesty of the at-fault driver, who accepted full responsibility from the outset, navigating the claims process proved to be an arduous ordeal.

Following a thorough assessment, my vehicle was deemed a total loss. Naturally, I requested that the provided comparables be rerun with parameters specific to my locale and the fiscal quarter, ensuring the most accurate valuation. However, USAA flatly denied this request and remained unresponsive to my inquiries.

Their refusal to accommodate such a reasonable request placed an undue burden on me, the party at loss. Instead of addressing my concerns and striving for fairness, they opted to shift the burden of proof onto me, effectively disregarding the importance of accuracy and transparency in their processes.

This experience highlights a concerning aspect of USAA's operational procedures, which seem to prioritize bureaucracy over customer satisfaction. By denying a straightforward request to rerun comparables with more relevant parameters, they perpetuate a stigma of big business taking advantage of everyday people.

In conclusion, my interaction with USAA's claims department left me disillusioned and frustrated. Their unwillingness to entertain a reasonable request undermines trust and reinforces the perception of corporate indifference to the plight of individuals. As consumers, we deserve better treatment and a more empathetic approach from our insurance providers.

28 August 2023, we experienced a broken water pipe and notified USAA insurance. Our claim was started and we could not have been happier with how the claim was settled. Roto-Rooter in Huntsville, AL did the water cleanup and remediation and USAA paid them in full with no issues.

Unfortunately, on 28 September 2023, we experienced another broken water pipe. Another claim was started and we used Roto-Rooter again for the water cleanup and remediation. From the start, communication was lacking on behalf of the USAA adjuster, with both us and Roto-Rooter.

The adjuster did state to us and Roto-Rooter about two-three weeks after the claim was started that Roto-Rooter's rates were too high, but did not provide specific information on the disputed rates to myself or Roto-Rooter. He also stated to the Roto-Rooter Director of Water Operations in our city, and I, separately, that if Roto-Rooter's rates were "a little closer" that USAA might be able to pay the full amount. When I brought to his attention that Roto-Rooter's rates were not disputed for the previous claim, which occurred exactly thirty days earlier, his response was that each claim is different.

I then contacted the adjuster's manager, who also said Roto-Rooter's rates outside the industry standards and the matter would have to be handled by dealing with the assigned adjuster.

Finally, after a week of back-and-forth between Roto-Rooter, the USAA adjuster and I, my wife and I requested a conference call between all parties on 2 November 2023. During the call, the adjuster continued to state Roto-Rooter's rates were too high, even after I pointed out that Roto-Rooter was paid in full by USAA for the first claim. The Roto-Rooter director of water operations in our city also pointed out to the USAA adjuster that Roto-Rooter's rates had not changed in two years. During the call the adjuster finally provided the breakdown of the disputed rates to myself and Roto-Rooter via email. The adjuster also refused to negotiate when Roto-Rooter offered to do so. His refusing to negotiate, when earlier the adjuster told Roto-Rooter and I separately he was willing to do so, is in my opinion, a sign of bad faith.

Since we were under contract to Roto-Rooter to pay any amount owed to them 30 days after they submitted their bill to USAA on 5 October 2023, we paid the balance on 3 November 2023 before it came due on Sunday, 5 November 2023.

I requested another adjuster examine our claim and one was assigned but USAA still refused to reimburse us the difference in what we paid to Roto-Rooter.

Bottom Line: USAA refused to pay the full amount charged by Roto-Rooter for water cleanup and remediation, stating their rates were too high even though they paid Roto-Rooter in full for a claim that was filed exactly 30 days before.

So much for being with them for over 36 years! I would not recommend USAA!

called in several time to check the status of my mailed out debit card and to unlock my credit card. Waited on the phone over an hour only to be hung up on. called in 6 times to be only put on hold for over an hour each time. This is unacceptable waiting that long. Your authentication is not just 2 but 3 or more. Need to speed that up once we put in our SS# and pin#. that's to much do 2 and that's it. If I call in again and get disconnected for whatever reason. I will close all my accounts with you and go to the next bank.

I deposited a check electronically for the above amount. I suffered an injury at my employ. This check was the first and desperately needed amount. I deposited it so I would be able to get my life altering medication. But no! Instead, with no way to reverse the deposit, you saw fit to put a 9 day hold on my inconsequential amount. $365.21 is a pittance to your company, but to me, that was a life raft. So, now I am closing my recently opened bank accounts and most likely my insurance policy. You, to a man are despicable. You don’t care about your customers or servicemen. I will also be making my experience with your organization a social media post on every viable platform. You care nothing for your customers. Congratulations

I fell victim to a romance scam and begged USAA for help for months. Attached is the order of the fraud transactions. I did not realize I was being scammed until it was too late and USAA dismissed me like I was the person committing the fraud.

Due to this fraud, I lost my entire USAA banking relationship of almost 14 years. My checking and savings account funds were frozen and held for almost 2 months which almost caused me to miss monthly bill payments and additional investment opportunities and I lost discounts for my auto and renters’ insurance that I still have with USAA. Luckily, I was able to move my direct deposit to another bank account I had but USAA held over $1000. I had my checking, savings, crypto account, and business checking with USAA and have been a proud member all those years. I have multiple documents, names, contact number, retailer contact numbers for security footage and signature proof and the fraud representative told me there was no email address to forward this information to and they reviewed the information I provided and closed the case. I was a victim of a romance scam and USAA made me feel like the criminal. I have since had to move that debt to a credit counseling group and my credit score has been damaged significantly for transactions I tried to dispute as fraud and was not heard. No one is willing to help me, and I know there must be some sort of recourse to assist me. I have made a case with the FBI as well and the FTC. My local police department would not take a report since it was all online. This has financially destroyed me and will continue to do so for the next 5 years. Isn’t there anyone that can help me please! I am begging you. I don’t want to hire an attorney or take my story to the media if I don’t have to because I am a victim that no one was willing to help. I trusted USAA with all my financial assets and needs just to be sent away and treated like a nobody.

total loss almost $30,000. I realize they could not help with the crypto transactions but they offered no assistance what so ever other than contact a financial credit counseling agency.

I had an accident January 7th, 2024in my 2023 Nissan Sentra. When the local Nissan Dealership called me to discuss, they said that USAA farmed out my claim to another company, and they would only cover used or non-OEM parts... They also informed me that using these parts would void my factory (3 year, 36,000 mile) bumper to bumper warranty, and if I didn't want it voided, I would have to come out of pocket over $3,500 extra. I called my adjuster at USAA and she told me because it was 2024, and my car was a 2023, they would not cover OEM parts. I then asked her to have her supervisor call me back and he told me the same policy. That is just ridiculous to me, Not only have I never heard such a thing, but I have also been a loyal USAA customer for over 18 years. If this does not get fixed by USAA, I will be filing complaints here daily, along with as many bad reviews I can file and a formal complaint with the Better Business Bureau. I am also seriously considering changing my insurance company to an organization that actually cares for and reveres our military veterans.

On 11/11/23 USAA received approximately a $10,600 check to cover the cost of my Jeep patriot. On November 21 I received a call from usaa stating there was an endorsement error on the check and the check would be returned to me for correction. Today, 12/29/23, 1 month after they promised me I’d receive the check to sign in the correct location I have still not received the check. I have called and talk to Stephanie, Oliver, Chelsey, and Evelyn and I have had Stephanie from the lending department reach out several times. The matter has not been rectified! I never received the over 10,600.00 check. A check that large that is missing minor details can be cashed if found in the wrong hands yet USAA does not have any tracking or knowing of where the check is. They have changed the date is was shipped back to me 3 times! First the check was mailed back to me on 11/22 and then I spoke with Evelyn who let me know that was an error and the check was sent on 11/28 and then I spoke with Jennifer who let me know that was a mistake and the check was sent on 11/21. So all of this misinformation about where my check is but they can see that they’ve sent me a letter of repossession, they can see that they sent me a letter of delinquency, they can also see that they reported me to the credit burea and severely affected my credit! Usaa has damaged my credit so bad that my credit card companies have lowered my allocated credit. This has been a transaction from hell! Sadly I’ve been with usaa for 15 years and have never experienced such a lack of accountability and consideration when handling this matter. This behavior is fraud! I had to have a new check written out in hopes the other one doesn’t get cashed. This is a dangerous financial occurrence and I hope no other person has to deal with the mishandling of their money.

Was involved in accident on 10-22-23. Not my fault other driver at fault insured by Usaa police called at fault driver summoned to court .called Usaa reported accident.was giving Adj phone no. Ext.called said would call me back in 1 business day...7 days later no call back.got copy of police report and damage est.had my ins.broker who sent it to Usaa..11-19-23 Adj.calls says the body shop I took my 2022 jeep gladiator Rubicon for damage est.charges to much money and I could be out of pocket charges and tha Usaa requires a damage est.at Calibor collision shop which he made me appointment the following week then was told to bring it in on 12-19-23. Almost 2 mo.s after accident...was told at shop.Enterprise would pick me up to get rental..there was 1 Kia two wheel drive. I'm 6ft1in and could not fit my head in car they had a all wheel Nisson upgrade for $6 more aday..here's my problem I'm stuck in another town that I don't live in the Kia not going to.work they don't have any other cars there except the upgrade Nisson.its Dec.snow season in Idaho. I took my new 4 wheel drive truck to their shop to save them $$ and get offered a Kia.. I Am a disabled veteran myself and just on the phone w Usaa Rep.and was told those extra charges are on me..I was raised if you don't have any good things to say to someone.dont say anything...Robert Holley [protected]@yahoo.com. [protected]

I am simply trying to add a car to my auto policy and HAVE TO HAVE Comprehensive IN ORDER TO GET Collison...? The car is paid off and this makes zero sense. ALL I WANT IS TO ADD A CAR WITH COLLISION AND NO ONE CAN DO THIS OR TELL ME WHY...No one there can tell me why and reps just hang up on you when confronted. HAVE HAD USAA FOR YEARS AND DROPPING THEM LIKE BAD HABIT ATER MULTIPLE FAILED ATTEMPTS ON THE SIMPLEST OF ISSUES.

My daughter was involved in an accident that was not her fault. USAA's investigation has also agreed that the fault was the other driver. My daughter has two small children and no car since May. She took her car in to get an estimate for the repairs. Months went by. USAA stopped paying for a rental and left my daughter owing $800. USAA decided to total the car (only cosmetic damage) when she wanted the car back USAA had it junked. So they have not paid her claim and she is still making car payments.

Calling the adjuster has been no help at all. Both hea nd his supervisor never seem to be in their office and the "We will return your call in less than 4 hours" has never happened.

I used to use USAA for banking (checking & savings), insurance (home, auto, boat) and investments. Then USAA sold my investment account to the finance bros at Victory Capital and I was down to banking and insurance.

Today, there was an issue with the endorsement of two five-figure checks from a real estate transaction that I deposited on a Sunday night. Real estate transactions OFTEN occur on weekends. After 3 PM today (Monday), I received a call from someone reading from a script, no chance to ask questions or ask for clarification, saying that there was an issue with the endorsement and the checks (or something for us to sign, hard to say what exactly is going to show up because I was unable to have a normal conversation with this person who was only prepared to speak on-script -- and as a side note, this was not her fault, she was just working with the resources she had) in 1-2 business days. With a holiday on the horizon, I asked if they could please send it next-day priority delivery so that we can address the issue with the endorsement and get it back to them before the weekend, and I was told that the best they can commit to is 1-2 business days. If it's two business days, we'll likely receive it on Wednesday; even if we drop everything and run to the closest courier service, the checks (or whatever we are signing) won't get back to them until Friday, earliest, then we will have to wait until next Monday for the checks to be received, and then I imagine another 1-2 business days to be processed and posted. This is a real estate transaction and we are eager to make the contracts binding by cashing the checks.

I asked to have the issue escalated to the Office of the CEO. Apparently, getting a fedex out for next day delivery is something that even the office of the CEO of the entire organization can't effectuate, and so I was told I was being assigned an "advocate" who would be contacting me in.. 1-2 business days. I told them not to bother. I am just beyond disgusted that they are being this casual with something of this much consequence to our family.

This could have all been avoided if there had been someone to ask questions of or if I could have walked into a physical branch. However, they do not run a customer service line for banking on the weekends, and, obviously, they have no physical branches (at least they haven't in the many places I've lived). How are we supposed to conduct business this way? How are overseas service members who aren't in one of the US time zones being served?

I am beyond disappointed and frustrated. This company's customer service and problem-solving has declined precipitously over the last ten years, but I was so trusting of the company that I've been like a frog in boiling water with the temperature being racheted up so slowly, that I didn't jump out until it was too late. At one time, I had tremendous trust in, and loyalty to, USAA, but I am finished.

As soon as we tie up some loose ends, we are going to go to a credit union with a physical branch for at least our checking account, so that we can walk in and talk to a human being when we need to. We'll call around and find a better insurance option. I already have a much better savings account option with American Express (with an interest rate of almost 5%). Now I wish we had just deposited the checks there. USAA offers lousy service and uncompetitive rates.

Hello my name is Ebonie Metz and I have been with Usaa for over an decade now I recently run into a situation where I was told by one of your workers that I didn’t need to pay a bill on my car insurance until December I was payed up I was very happy to hear this news because I am a single mother and I have been falling short on bills …I go into my account and see how much I owe for my renewal on the car insurance and to my surprise I have no renewal listed …I have not been insured since 11/06 I am now in a panic so I try to renew right away and it say I would have to pay close to 1000 dollars I don’t have that kind of money and it the holidays.. I am extremely upset that member gave me false information I spoke with shanice on 10/13 and she said everything was good.. this needs to be addressed cause now I can’t get insurance for a decent price because of the gap of me going without…it is hard enough to pay my bills as is now I am riding around illegally and I had no clue I have attached my car insurance information.. I need help to correct this which is not my fault…I will be behind once again on my bill and I’ll I’m trying to do is make it for me and my children