USAA
Reviews and Complaints

One of my auto loans with USAA was sold to a 3rd party without my consent and knowledge as a charged off bad debt. Not only does this violates my privacy but this is after me calling several times speaking with an agent and also after sending a later about a billing dispute in-which the contract shouldn’t have been sent to a third party if my letter was acknowledged and stated that USAA did not credit my account(s) from the dividend payment(s) that they made off of my Treasury coupon via the electronic funds law transfer of the interest on my Treasury coupon.

USAA is my account, I opened it and have been a member for years.

I got divorced from William P. Droste on 08/02/2023; the divorce papers state that he had 60 days to refinance the property at 5671 W. Abrigo Drive, Golden Valley, AZ 86413 or it would be sold. He was able to refinance property and remove my VA certificate and name from property and all bills associated with property.

However, Foremost Insurance Group for the manufactured home on this property is still showing up on my USAA insurance page. I have spent hours on the phone with USAA and Foremost to get it off my USAA account. It shows William Droste as the Named Insured, so WHY is it on my USAA insurance page?

I want it removed. I can provide copy of divorce papers and his closing disclosure if required.

I was subjected to a fraudulent check that i foolishly deposited into one of my USAA account on August 21, 2023. I informed USAA of the issue, got a "tongue-lashing" from the Fraud Department and then never heard back. Apparently, I should have received an email with my case number and my next steps...nothing. I've contacted the USAA Fraud Department with a couple of phone calls, most of which I never spoke to anyone based on a long hold. I've sent letters and supporting documentation on how USAA ended up overdrawing my account by taking back the entire amount of the check amount that was returned. I was offered a portion of the check right away and I understand being held accountable for that portion, but USAA took the entire amount of the check out of my account instead of the amount that I "used." I'm exhausted with trying to get a call back to discuss options. Nevertheless, I'm moving my military benefits to another institution.

I purchase multiple CDs throughout the years and you are the only bank, out of my 6 banks, which is not equipped to designate a beneficiary on line after purchasing the CD. You are totally on line for banking service and are behind in customer service with this process. Ridiculous to scan the beneficiary form for these multiple CDs and send them to the banking Department. Recommend you update your system to allow designating a beneficiary when we purchase the CD.

JOHN GRISSETT(Member Over 50 Years)

Have left messages for claims dept for 5 days now and no one will call back

Keenan adjuster ext 33835

joslyn claim manager ext 34442

evrey day at least twice a day i leave a message

when i call in and ask for someone else they foward me back to keenan and joslyn

Today is november 2nd 2023

I started calling october 26 2023 and still no call backs

I am allowed to transfer a certain amount of funds from my account to another domestic bank every 24 hours. USAA has went out of its way to stop me transferring that amount. I have called repeatedly and complained. I was assured each time it would be fixed. This never happened. I did the live chat they could not address the issue. I asked for a call back. Never happened. I have been with USAA for over two decades and I will be cutting all ties very soon. I also canceled my auto insurance. Still haven't received my rebate. I canceled my property insurance. USAA still took out the funds. I had to dispute the transaction. Now tell me this bank values its members. I don't think so!

My wife, Melissa, and I leased a brand new Volkswagen ID.4 in July. She left it in an overnight airport parking lot and someone scratched up the right side rear door while it was parked there. As soon as we noticed it we called USAA. Even though we were upset at the damage to a brand new car I didn’t worry because from my previous experience with USAA claims, I knew it would be a breeze to file the claim and get our car fixed. I was so wrong!

We got the process started with an agent who assured us it would be an easy

process and would fall under our comprehensive coverage since it was not a collision. We felt that should be the case as well. Melissa quickly took pictures of the damage and uploaded them to the USAA website and we thought we were on our way to getting it fixed. A few days later we started getting notices saying we hadn’t uploaded any pictures and processing of the claim couldn’t go any further without that. She then tried again and even used whatever process you now have to upload pictures through the mobile app. I guess that didn’t work either-even though we thought it did. The same thing happened again. We got more messages telling us we hadn’t uploaded pictures again. We also had a few questions at this point and it seemed we had been passed to another agent, Patricia, to process our claim. We left a few messages for her and didn’t get a response for several days. She finally got back to us and instructed Melissa on how to upload pictures again in the app. This time it did go through. She informed us that USAA would cut us a check for the whole thing, minus our deductible and we would pay the repair facility. She also said it was now being treated as a collision even though the original claim on USAA we viewed stated comprehensive. We disagreed with that

but just wanted to push ahead so we could arrange with the Volkswagen dealer to get the repair set up. BTW…Our VW repair representative also agreed it should be a comprehensive claim. Next, our Volkswagen dealer contacted us to let us know they had received the repair estimate from USAA. We were happy to hear until the representative told us the estimate was considerably lower than what it would take to fix it. Melissa again left several messages for Patricia about this issue. No response for several days all while we knew that every delay also delays the repair. I finally called Patricia’s supervisor and left her an urgent message. She called and went through a few of the issues and then stated that the claim was going through as a collision. I simply stated that from what I had read in basic definitions, as well as other insurance sites, that what we had should be under our comprehensive coverage. At that point (even though she hadn’t been friendly to begin with) she got very defensive. I admit that I got angry at that point and told her I would be raising that question to higher levels if necessary. She said, “Feel

free.” and hung up.

Also…as if this wasn’t enough already, there were problems with getting a rental car approved for the length of time we would need it. Our VW dealer is over an hour away from us and with our demanding work schedules we can’t just drop off the car whenever and run across the street to get a rental. Of course, we played along anyway out of necessity and ended up paying for a day of rental car fees ourselves. At the end of all this mess we have three major complaints.

1. THIS WAS NOT A COLLISION IN ANY WAY!

2. The very confusing way the final payments came out when originally we had been told we would get one check to pay for the entire repair minus our

deductible (should have been $100, not $500) and we would pay VW ourselves. Instead we got two checks (I think..but am still confused!) to us and VW got another check from you!

3. It’s small change at this point, but by then I was angered that we even had to pay for a day of rental car fees out of our pocket.

My truck was damaged by driver with USAA insurance. I was told that I could get a rental vehicle by adjuster Michael at [protected] ext 78776. He authorized a car with Enterprise in Dripping Springs, Texas. This location does not have any cars only trucks and SUVs. What I need is a truck. My truck is what was damaged. Michael promised to call me back within 30 minutes today about 1115. It his now 3:04 and nothing. My claim is [protected]-801.

My phone number is [protected] secondary my wife's Phone is [protected]. I need replacement rental for what was damage today.

my email is [protected]@gmail.com

USAA closed my account on short notice before I secured a bank account to transfer my money to on July 18 and sent checks to my stateside mail address instead. These checks were not accepted by my new bank because of not having my full name on them. They are big on full names here in the Philippines. I returned the checks on september 23 and have not heard from them.

Claim # [protected]-807***Policy Holder** Lawanda Y. Thompson

My name is Joyce Hickman, and the above is the claim # I have with USAA, in regard to your policy holder. The date of loss August 31, 2023. I have called everyday 2-3 times a day, attempting to get this resolved. My claim was assigned to John (ext 78806), and he has NOT returned any calls in regard to payment on my claim. I have reached out to Manager Shevon, and she has yet to return my call either. (ext 61082). Your company provided access to rental car, that had to be returned on Friday, October 13, due to me not wanting to pay an additional 250 down for insurance for vehicle. I am not having to pay out of pocket for a rental car, and you still can't provide me payment information as to when I can expect payment for my car repairs. This is unacceptable. Your policy holder hit my car, actually hit and run, and it took almost 2 weeks for authorities to find her. Now I am having issues trying to get payment or at least someone to return my call. Each time I call i am transferred 3-4 times per call, which shouldn't happen. Please contact me asap, or contact MAACO [protected], and advise them they can do the work, because payment is on the way. I would also need information as to where i send my car rental bill for reimbursement. Please resolve ASAP, or I will contact BBB, board of directors and the corporate management team.

Joyce Hickman [protected]

August 22, 2023, reported water leaking into home from roof top over upstairs bathroom from night thunderstorm. Went into attic found a water leaked into insulations and a cracked board in roof top, fixed area above to roof top stop leak. Ceiling cave into bathroom tub area drywall plaster and sheet rock along with wet insulation. Insurance company sent out inspector which only look at bathroom and roof top never went into attic or finished basement below. I submitted pictures showing where water had gone into and staining ceiling below & walls. Gotten quotes for damages, and to open areas to repair, Insurance company wanting more break down contractors cannot nor do that just giving price to repair damage area. Garrison feels it a remodel, but I have no bathroom ceiling in upstairs bathroom, Kitchen wall paint has riffle and peeling upstairs rooms smell musty. Grandchildren live in home which their father is an active 16 years in Navy stationed in Jacksonville Florida. Barely get any contact from insurance company they insist it below my deductible and refused contractor bids presently, no emails either are being sent to us. No one cares it seem they say need more information than they need to come back how many months does it take? It seems you pay for nothing when getting insurance coverage. Poor pitiful service.

USAA IS ABSOLUTELY TERRIBLE. My policies were canceled bc they did not put my auto on autopay as discussed. Then my homeowners insurance had a change that caused my premium to go up 2 dollars. They sent me a bill apparently for 1 dollar of the remaining balance, when my insurance is paid by my mortgage company in escrow. So no I didn't look for a statement while I've been in the hospital with a dad battling throat and stomach cancer as well as kidney disease and dialysis. No I didn't look for a bill that should have go to the mortgage company while my so is battling ventricular hypertrophy and a possible heart attack at 13 now with a heart monitor. No I didn't check until I was able to take a day from the hospital after my son passed out I the store and saw a refund check for $340 yet on the phone I'm told I have a balance of $332 that I owe. So apparently my wife, kids and I have been moving around without insurance for weeks bc USAA did not do what they were supposed to do. No one cares tgat a long standing member now will close all of his accounts, but wait they have my money so I have to keep one open for a new company to draft payment from or open a new checking account, take time our to move the money then get insurance. Even to reinstate with usaa which I thought would be fastest until I had time to deal with all this, I'm now told bc my policies canceled I have to pay 6 months up front, and my insurance score has dropped. I don't have months for a resolution on issues USAA screwed up on, I have people on the verge if dying and all of this should not be something I have to worry about. Yes I was told someone would contact me, hadn't happened, I've made every call. This is ridiculous and now I'm hoping they will at least respond to the OCC Aand CFPB complaint since members don't seem to matter continue to get railroaded by this once goid company.

Hold on Certified check from another Federal Credit Union for 7 days. This is an excessive time. The deposit is to pay off a debt to USAA. They keep raising the interest every day it is not paid off. They should not hold the funds so long and keep raising the interest on my loan. They refuse to release the funds until the 24th of Oct. They don't seem to trust another Federal Credit Union (Navy).

I have been a member of USAA for 28 years and never had a problem until recently. I have 3 complaints against USAA.

1. I have a claim open for over 5 weeks for rock hitting a windshield on a rental car. I submitted the vehicle information, dealership info, and police report, and I thought it was resolved. I received a call from the dealership that I had to pay out of pocket because USAA never called them despite many phone calls to the adjuster. Finally, the adjuster changed his message to "do not leave a message. I am on vacation." I called and found that my case was assigned to another adjuster, but I could not reach him or his manager. I called the operator and requested another adjuster and was told that she would expedite this with the manager...5 weeks of nothing.

2. My wife was rear-ended immediately after purchasing a new vehicle. We called in the claim and were told to wait for an adjuster to call us, which they never did. I called back and the representative told me that an adjuster would have to authorize a tow and rental. After two hours I called the rep back and she suggested we drive home and wait. I told her that pieces of the car were falling off. I was recommended to duct tape the car together which I did. The adjuster finally contacted me the next day. I told her I needed the car towed and a rental because I needed to work. The adjuster couldn't get the rental because of a blurry photo and fought with my wife. We were not at fault, and the other insurance was paying for everything, but USAA would not get us a rental for 3 days, and I ended up being late for work. I called and left a complaint and was told that I would get a call back in 24 hours, but no one called because no one cares.

3. My wife was rear-ended on the freeway 10 days later. Again, it's not her fault. USAA stalled again, so the High Patrol had the vehicle towed. I called USAA and gave them the info and where it should be towed. No one called back, and a week later, I received a check in the mail for estimated damages minus my deductible. I called USAA asking why, if the other insurance is paying, would they be taking my deductible? They apologized and told me they would tow the car from the tow yard to the body shop on Friday. On Monday I received word that my car was impounded because no one was contacting me about the vehicle and that our rental was due. I had to call and get the car towed to the body shop. When I called USAA and they told me that they wouldn't call the body shop and would send me an assessment to send the body shop. I had to call the rental shop to get the car extended.

After 20 years of being with USAA and only ever having a single small parking lot accident in that 20 years USAA wouldn't let me renew my insurance unless I paid $4000 up front. I guess there was an issue with a payment and the automatic payment I had and they canceled the insurance. After 20 years with them they wouldn't help at all. It was either I pay the $600 i owed them, which I did, and then $3200 up front or no insurance. I guess USAA is only for the rich.

I am going to term this; How to leak customers data (documented) and then hold the customer (33 year member) accountable for a $20K fraud in less than 3 calls. We have been dealing with this fraud that was committed against our account through an elaborate series of complex activities including setting up a fictious checking accounts, attaching our USAA credit card an then overdrafting the account which the credit card covered to the tune of $18,100. We never knew any of this was happening prior to the fraud. We have attempted to rectify through our State AG, State Congressman and 3 attempts through the CFPB (Consumer Financial Protection Bureau). In each incident report, we have received a trite call from the CEO's escalation team stating that we are accountable. No information on how this happened, no attempts on USAA's part to help protect us. It was only last weekend that we found out that USAA has class action lawsuit(s) for a data breach that occurred between Dec 2022 and May of 2023, our breach occurred on March 16, 2023. If you are a member of this organization, I suggest you take a close look at the company over the last year. A $1.3B loss (first time in the company's 100 years). Our Military families are not protected as they claim

I filed a claim on 9/11/2023 in which soon as Usaa authorized repair shop did a estimate they deemed it totaled flat was placed a week before in which nobody had reached out to me didn’t know of it until the day copart took possession of my vehicle and title and gave the ok to pay since then it has a living hell communication is horrible someone fumbled my claim Usaa is still in possession of my vehicle and I’m yet to receive a payment it’s went from totaled to repairable to totaled to they don’t to odometer wrong it’s been corrected 2 new valuations have been updated to they need one more this is horrible my vehicle has been sitting uncovered at copart and has received water damage nobody calls back or really talks to and works this claim the way it needs to be I just want it rectified today and close all my policies this has been a horrible experience and I’ve been treated unfair I’ve asked to speak to higher up to no avail I also feel like the director that’s handling the claim as well isn’t and haven’t helped with my claim that should’ve been paid over a week ago they dropped the cover on the vehicle and have it

I asked for renter's insurance to cover me when I rent a car any reason period. This is not what I was given. I was given renters insurance to cover me only when my car is being repaired for a reported accident claim. other than having my car repaired during from a reported claim. You don't have an email address, your office is now closed and my insurance bill is due TODAY.

USAA also gave me forgiveness coverage which I did not ask for. If I'm being charged for this, you are in error and have been overcharging me.

My premium keeps going up every month, even while I keep reducing my covered items.

At this point, I just want to keep my car in my garage and use Uber. You are not handling my car insurance properly at all.

My bill is due today, however your phone's have closed and you provide no email where I can resolve this issue by the end of the day, so my bill will now be overdue.

Desired outcome: I have to type it here because your space in the Desired outcome box is so restricted. Stop all insurance coverage except the coverage I need to store my car in my garage. USAA is taking one mistake after another and I will be happy to take Uber until this gets sorted out. Stop using A.I. in chat because they aren't programmed adequately to be able to handle any issues.