USAA
reviews and complaints

My family has been with USAA for over 30 years now and I never thought I would leave them. I have always recommended USAA for their great customer service and their quick responsiveness. Even if there were not the best priced insurance I would always stick with them because of the great culture they had How the mighty have fallen!

The incident happened July 1st, my family and I were on a road trip from Texas to Colorado for some long overdue R&R. During the drive the battery in our car went out in the middle of 110 degree weather. I pulled over to the side of the road and quickly called USAA. I should have realized this was the wrong move when the APP would not give me the number and instead tried to connect me via text message. Keep in mind I just off the highway with cars looming past us at 80 + Miles Per Hour! After a nerve racking time trying to connect to a real person I finally got a hold of roadside assistance. From the get go the agent told be that I was going to pay out of pocket, not are you safe? Is your family ok? No just a your paying for this!

After I explained that I was in the middle of the highway in 110 degree weather with 2 children and a dog . The agent quckily sends me a link to pay for a tow truck. Doesn't care that we are all not trying to get heat stroke, doesn't care that we are all stranded on the side of the road, they go straight for my payment before dispatching a vehicle. they sent a tow truck which I was told would be anywhere from 1 hour or more from our location. My wife, children, dog, and Self are all sweating to death and trying to not suffer heat stroke. The USAA representatives promptly hang up, not checking on us or caring about our safety. The tow truck arrives and it is the wrong tow truck. We make arrangements with the drive to get my family out of their safely and they say they will send a different truck. They tell me it will cost more due to the fact that they sent the wrong truck. I am not in a position to argue so we get in the truck. The initial 249 dollar charge turns out to be an additional $450 on top of this charge. The drive tells me we can settle it at an ATM. I tell him I would prefer using a cash app so I have a receipt. As I am staring at the driver I realize I do not feel the safest as he is open carrying a gun and reeks of cigarettes. I don't argue with him but pay using a cash app so I have some record.

After we finally settle in to the hotel and my family is safe, I am contacted by USAA a few days latter. They asked about the customer service I received to which we reply very poor. The lady on the phone starts out nice enough but tells me she cannot resolve my issue. I ask to speak to a supervisor of hers and she politely transfers me.

After telling my story and complaints to the manager he agrees to discharge the $249 so I will only be out the $450. I thank him and he tells me that it will take up to 3-4 business days for the transaction to take place.

over 10 days later I call back trying to get an answer from USAA on the refund. They have no call record or complaint filed at all. I am then informed that I spoke with a 2nd party who handles USAA's complaints. I am transferred to them and they said they had record of me calling but no record of a refund being processed. As a side note, I recognize the voice of the women as the same one I spoke to earlier. She had a very distinct voice. I ask to speak to the manager. She puts me on hold and litterally picks up the phone once again but gives me a different name. I think maybe I made a mistake and tell her from square one what happened. They tell me they did not issue a refund and were unable to do so in my case. I tell them they already told me that they would be issuing a refund. They tell me another supervisor will be calling me.

While I wait I get a "Scam Likely" call that I allow to go straight to voice mail.

The voicemail is the same lady I have been speaking to asking me to call them back. I immediately freak out and call USAA asking to speak to someone from USAA about the phone call as I am worried I somehow got spammed. The person I talk to confirms the company is real and that USAA does not handle complaints directly. This is news to me as I have always dealt directly with USAA. I call back the same lady who uses another name and she asks me to repeat my story. I tell her the story and she informs me that they never issued a refund. I ask once again to speak with a supervisor and I am put on a 3 minute hold. The same lady once again answers my call uses a different name but this time says she looked over my notes and Cleary understands the entire 40 min conversation I just have with another person who happens to sound exactly like her. I tell them I want to talk to someone from USAA proper and that I am frustrated being put in circles. They explain to me that if I speak to USAA customer service they will probably transfer it right back to her. I ask her if she can help me with the promised refund and she says she will talk to her manager and have them call me back in 1-2 business days. She asks me if I am satisfied to which I give a resounding "no". I then call USAA proper and they leave me on hold for over an hour! I finally talk to a real USAA person who assures me that they are the customer service person I talked to from the company will probably get back to me in 1-2 business days. They promptly end our call.

Every time I speak to the other company it comes up as scam likely, I get sent to the same women who has a different name and I get no help. I have tried to contact USAA but have gotten nowhere!

After having USAA for a lifetime I am shocked at how hard they have fallen and how little they seem to care for their members. I never thought I would leave USAA and even considered it a blessing that my children could get the same care because of their veteran grandfather. Now I am looking elsewhere because of the lack of respect and care they have for a previously lifetime member! I am sad to say that many of our men and women in Uniform are being duped into staying with an inferior product. I am beyond disappointed!

On 6/22/2022 i have an electronic draft for loan that comes out of my checking account never had a problem I checked my account everyday and transfered additional money to make sure I had enough to cover the amount scheduled to

come out. I had $252.00 so there was enough to cover the amount . When i saw that they refused to pay my loan amount , i called question what was going on

they told me that they were trying to take more money our so i called the bill collector asked what was going on, they said that they have ot electronically

scheduled they will not take additional money without notifying me. I was so

upset I did not understand how they were deliberately trying to cause an overdraft for fees , I spoke with USAA and the representative from lending club

via conference call the USAA representative said it was there error and he would take care of everything also that would include any fees that was to occur from this mishap, now they are trying to make me pay for an overdraft that was clearly there fault .

Was sold a secured credit card with assurance that I could increase the credit limit by increasing the amount of the CD I had on deposit with them. Also that I could convert the secure card into a regular card after establishing good payment history.

Both were lies, as soon as I was sold the card the bank discontinued the entire program and now I am stuck in a dead end product that they don't want to service.

I have paid every penny of the balance due every month for four years now and have excellent credit and have other cards with multiples of this card limit by a factor of ten. I don't need this card but I use it to compartmentalize purchases from the internet and overseas because of the low limit my liability is contained.

When I pay the balance by ACH from my bank I get an instant application of the payment to my USAA card most of the time. say ten months out of twelve. Usually in December USAA likes to sit on my ACH transfer for up to six days after the ACH has cleared my origin account.

Remember that USAA has a 100% deposit securing the balance, I am not using their money I am simply using my own money and they have exactly zero risk. So when they sit on my payment they are denying me access to my own funds. I don't need or want their credit.

December is the typical FU month that they choose to do this and then there is some other random month that they do the same thing to me. As I said I use this card when I am overseas and so the inconvenience of not being able to access my funds is especially problematic and irksome.

I have called them every time this has happened and have registered my dissatisfaction, when I ask why this happens and what events trigger the hold they give me the line that it is because my funds are being transferred from an external account and that if I chose to open a savings account in USAA that my payment would be recorded immediately.

This is exactly like the drunk who says that if we just give them more authority everything will be fine when they cant do the job in the first place. Plus the system works 10 out of 12 times so the external account excuse is pure [censored] and I know it and they know it. ACH transfer is at the speed of light, once it clears my account they have it.

In the past the supervisor could release the funds to my account as the deposit was showing on their system and the delay was strictly punitive and not for any technical reason, but after talking with them last night, the supervisors are no longer allowed to do that.

Management does not want to let its customer service supervisors have discretion to aid good customers any more, this is what I was told. This is a policy that was enacted by the corporate muckity-mucks on purpose after discussion of the pros and cons and they decided that taking away the capability to retain customers by correcting errors is no longer allowed.

So corporate management of USAA just gave me the finger in the most stupid way possible. I have no choice but to vote with my money and close my account with them because obviously I am too much of a pain in the [censored] to be worth providing any kind of service to.

So after 31 years of membership I am closing my account. Wayne Peacock, CEO of USAA, I am closing my account because your polices suck and you don't give a [censored] about customer service or customer retention.

My car was rear-ended by USAA auto insurance holder. In spite the fact the driver was given citation for a traffic violation and also clearly stated in the police accident report showing it was his fault, the USAA adjuster denied my mini tort claim and closed the case, apparently trusting a statements made by their insurance holder over the police report. This has forced me to have my insurance company fight the case. Unbelievable.

I had a claim in February for a hit and run and then while having a rental that I paid for, a drunk driver did another hit and run the investigator Angela Richie and several other investigator members called multiple times asking me different questions in various forms knowing I informed her I was on prescription narcotics and I was really groggy. Now I have also come to find out I also had a cuncussion at the time. I made a police report and took appropriate pictures USAA took my vehicle to be appraisal for damages, said they were totaled it out and approved my claims then they denied my claim and said I misrepresented myself and dropped my claims and my insurance altogether. They refused to release my vehicle to me at IAA in PDX and then the bank took it back. Since I wasn't covered of course I now have a suspended license and no vehicle, in debt and now I cannot get insurance from anyone from these investigators being slime balls and defamation of my character, my husband and I have had a policy with them since 2020. I feel so betrayed by this company and I urge anyone to not do business with them oh and on top of that, Angela worked at Enterprise previously which is were I got my rental from on their contingency. This lady is a dog to say the least and im disgusted by this company and what they did to my husband's reputation and mine as well.

As you probably already know, there was a horrific accident here at 2405 Maryland Road Willow Grove PA on 06/24/22. One of your clients DAVID HAYES .

01509 47 54U - 2015 TOYOTA FORERUNNER WITH MICHIGAN REGISTRATION efr7831 got crazy on drugs and destroyed many properties in our garage causing serious damage to two vehicles and many storage units. One of which was ours. We will not be using our insurance from State Farm as it is not our fault nor our problem. You have chosen to insure a person who lacks responsibility, common sense and any concern for both human life and people's possessions. Just because this person may have been military, does not make him above the law. Perhaps you might be more diligent with whom you insure for the future. Laura Thompson MSW, CAC, LME #359

[protected] [protected]@aol.com

FedEx just delivered the third USAA credit card to my address that has someone else's name on it. The first one was I believe to a Valdez and was supposed to be returned to them, but it blew out my helper's window on the freeway and he wasn't able to retrieve it. The second one, I was expecting my credit card last week and when FedEx delivered it, I had opened it thinking it was from my bank, only when I did, I realized it was addressed to Brittany Gurule at my address. Then just now, FedEx delivered yet another large envelope addressed to Lorelia Booquapooacha again at my address and I'm assuming that it has yet another credit card in it. Can you please flag any applications to this address as bogus or should I just shred them? What do you want me to do with these two?

My email is [protected]@charter.net.

Victor M. Stein

814 Bittner Rd.

Yakima, WA. 98901

I have had my USAA credit card for roughly 7 years and although problems are not frequent, when they do occur, it seems USAA has no idea how to correct the problem.

I noticed I had a 53-point drop in my credit score and upon further investigation learned that USAA reported my account as delinquent. For about 2 weeks I tried to log into the USAA website to pay my balance but have issues with the website kicking me out, each time I called they claimed they could see no issue with my login. I also called SEVERAL TIMES to just pay the amount over the phone but the automated system would not transfer me to a person.

The automated system would only send me a text message link. Apparently, through that link, I should have been able to pay but when opening that link, a USAA page "404 Page Not Found". Rather than keep calling and getting someone who might be able to correct this, I mailed a check to pay my statement balance. here is the link https://l.usaa.us/zjD1zHUkf honesty, look at it, it goes to a bad page.

Apparently, the check did not get there on time and I was reported by USAA. When I sent a dispute to USAA, they refused to correct the issue. I tried multiple times to get this paid online, but I cannot be held accountable for the technical barriers put up by USAA.

Ive been with usaa for 20 years never in an accident and now they are raising my premium by 300.00 ,well progressive is less than 1200 a year so goodbye usaa .Im gonna close my insurance ,checking savings all acounts ,hope your investors suffer

I believe USAA Insurance is discriminating against me because of my age. Every 6 months for the past several years they have increased my insurance premiums for no fault that I can see. I have a clean driving record (as of the past 3 years). In addition USAA raves about supporting veterans with their insurance.. another form of discrimination because veterans are taken in by their seemingly pro-veteran support. I just hope other veterans have not been financially abused as I believe I have.

On June 4, 2022, I opened a credit card with USAA. After a hard hit on my credit report, I was approved for a $24,000 credit line. On June 11, 2022, I received and activated my card. Then I proceeded to do a $5000.00 balance transfer from another bank to my new USAA credit card. I was not able to do the transfer after multiple attempts. I then called USAA Credit Card Department. The representative tried to do the transfer for me and received the same message of "unsuccessful". It was suggested that too many attempts had been made. I needed to wait 24 hours to attempt it again. On June 12 I attempted the transfer again. Once again it was unsuccessful. I then called USAA and they were not able to help me. I waited a few days and failed again. So, I reached out to another rep Vickie Garcia in San Antonio, Texas and she was not able to figure the problem out. I was referred to their Executive Resolution Dept and they could not figure it out. They referred me to their Fraud Department as to which they couldn't figure it out as well. So, after 28 failed attempts, I closed the card. On June 22, I reapplied for another credit card and another hard hit against my credit. This time the line of credit dropped to $4500.00 and not one representative could explain. I was then referred to their CEO Department Relations and spoke with Jennifer. The representative indicated that the drop was probably due to the first hard hit against my credit report and that probably was the reason for the credit line drop on June 22 even though both hard hits were made by USAA. They are having internal issues with their computer system and not one person at USAA can tell me why their system would not do the transfer. So now, I am being penalized for their internal problem for a second hit on my credit report which all stems from USAA internal system. Not one person can help me. I have gone as far as I can for an explanation. I have my homeowners insurance and auto insurance with them. Now I am concerned about their ways to problem solve and will be removing my accounts with them. This just does not make common sense and definitely not fair to their consumers.

My account was closed and a representative stated that the check would be sent back to the sender. Unknowingly, they mailed the check to me and it was stolen. The person that stole it and forged my name called USAA and admitted to stealing MY money. I am being told that there is nothing that they can do for me as it is still under investigation. Being on a fixed income, this is not acceptable! Serving this country for 15 years and only being discharged because I developed cancer, I didn't expect to be treated this way by an institution designed to serve me.

On April 1, 2022 my father died.

His accounts were jointly owned by my mom who is in an assisted living memory care unit.

I have power of attorney for her.

I have supplied USAA with my power of attorney, documents related to their trust, a signature card. Each time i provide a new document I am told that there is 5-7 days to review the documents.

Now I am being told that this is all under review and their accounts wont be unlocked until 6-30.

I have called multiple times and never can speak to anyone who has any authority or ability to help me. Your entire "customer service" process is a sham. It's only purpose is to prevent customers from speaking with anyone who can do anything.

My mom needs this money to pay for her living arrangements.

My Name is Jose "Tony: Loya. My email is: [protected]@gmail.com My phone number is: [protected]. My USAA Policy number is: 4237 01 13.

I was involved in a MVA (Motor Vehicle Accident) on August 27, 2021. The 2 claim numbers are [protected] and [protected].

This correspondence is NOT to express any displeasure with the exceptional service I received as a result of this accident, quite the contrary.

I send this correspondence to address concerns that I have that the other driver (John Casey Rasset) involved in this MVA defrauded USAA and I would like these issue(s) addressed. I was allowed to rent a vehicle to use while I searched for another vehicle (as soon as I accepted the settlement offer), I was given 7 days and no more to return the car to Enterprise Car Rental. USAA paid $286.64 ($40.95 per day) for this. The other driver (Mr. Rasset) involved in the accident was allowed a rental vehicle for 42 days! at a total cost of $1368.16 ($32.58 per day) Mr. Rasset was cited on August 27, 2021 the day of the accident for NO Driver's License, NO Vehicle Insurance and NO Title for the car he was driving, BUT yet was allowed to rent a car and USAA paid for it. Why and who gave this authorization?. Mr. Rasset had at that time more than 2 dozen offenses related to Driving with either a suspended license or no license at all. I provided an internet search report to USAA documenting these and other serious offenses attributed to Mr, Rasset. My vehicle was declared a total loss and USAA was very quick to pay off my unpaid loan for this vehicle for $6888.85, and I also accepted a settlement offer of $4915.83. I was and still am amazed at how quickly this much needed settlement was done and completed which made this stressful and unfortunate accident very positive. When I declared that I had more than soft tissue injuries and would eventually require surgery for injuries sustained, it was noted that Mr. Rasset was still in a rental car, and that USAA was still paying for it. Mr. Rasset was asked to provide a title for the vehicle he was driving and would not do so, so USAA paid Mr. Wayne Adams the legal owner of the vehicle $2986.58. Was a bill of sale for the alleged sale of the vehicle ever produced or did it even ever occur? Was Mr. Adams ever required to provide any insurance information for the car he was still the legal owner of? If he did possess any insurance why were they not brought into the equation to satisfy costs that USAA paid? I spent 3+ hours in the Emergency Room after being transported by ambulance to a local hospital, and while there I was visited by the Motorcycle Officer who responded to the MVA. He advised me that I would be cited for Failure to Yield to oncoming traffic as both myself and Mr. Rasset had green lights, with it being my responsibility of which I do not disagree with, I expressed to him that I felt Mr. Rasset accelerated and purposefully steered his vehicle towards me. He advised me to seek out the local police department and request access to an overhead traffic camera for the recording of the accident. I did so and subsequently provided a 10 minute video to USAA, It showed some alarming behavior of Mr. Rasset's demeanor and behavior post accident as he walked in and out of heavy traffic, but also as he menacingly approached my car on 2 separate occasions before the aid car arrived. Although I was initially assigned 100% of the responsibility, after USAA viewed the video it was changed to 5% assigned to Mr. Rasett, and 95% to me and I was given $25 of the previously withheld $500 deductible. The adjustor sided with Mr. Rasett, and said that Mr. Rasset's tail lights either did not work, or had no brake lights at all. Really? I would hope that a careful examination of the video would have determined the high rate of speed that Mr. Rasset was traveling, and if in fact he sped up and veered to my lane to purposefully strike my car.

Mr. Rasset expressed that he was going to bring a suit against USAA, but that has never occured. He also presented himself for medical examination after the accident, and I wonder if Mr. Rasset was tested as I was for blood count levels to detect if any intoxicants were present in his system as they were done to me, and for me proved to be negative. USAA no doubt paid for this examination, but has any concerning determinations ever been addressed? I was fortunate that I retained as an injury law attorney and was able to secure a settlement, as part of the UM (Uninsured Motorist) clause in my policy. I had Ruptured Achilles Surgery on April 19, 2022. I am looking at repairing a tear in my Rotator Cuff Tendon as a result of the MVA.

Respectfully, Jose "Tony" Loya

After several hours on the phone with USAA representatives multiple times regarding a request for amended signature cards even though I made no changes they have threatened to suspend all my accounts on June 21 2022. Asked to elevate and explain and was denied. Off to Navy Federal I go. Informed the rep I will cancel All accounts including insurance if it was not resolved, zero interest in helping

I was dropped from USAa for being arrested in 1998 for possession of stolen property. I’ve since served my country and have been a model citizen. In Dec 20 my car was dodge scat pack was stolen. I was out of town in Pennsylvania on business when it was stolen. They paid for the car and I got dropped. They started messing with the credit card I have with them. I make a payment it gets processed and it on a seven day hold. I’m sick of them. I will not let them treat any kind of way. Definitely paying my credit card off and getting away from them.

On 15 May 2022 I had 2 fraudulent transactions made on my USAA checking account through zelle one for 200 and one for 300. I immediately within the hour contacted USAA and said to stop the pending charges from going through that it was fraud. I was assured the situation was being handled.

I felt confident because I recently had my American Express and Delta account hacked and everything was resolved that day and I assumed that USAA would do the same. However by the next day 16 May 2022 nothing was done I called again the charges were still pending I stated the same thing we had already spoke about and was told the situation was now in the system but it could take up to 45 days to resolve. I called again on 19 May 2022 for an update and they had nothing in the system but stated they loaded everything in the system today and not to be concerned that I would get my money back or USAA would refund me. On 23 May 2022 I received a letter stating my case had be denied because no fraud was detected and the charges went from pending to posted. Now I am out of $500 dollars even though I followed procedure. I called on 23 May 2022 and was told that I could appeal and that my case was filed with the wrong department and that I was with the right department now and my case would be resolved favorably. I waited a few days and called back on 27 May where someone else said multiple things had been handled incorrectly with my case but it was not fraud and that if I had my accounts tampered with again I could be terminated with USAA as I failed to secure my accounts properly.

I am now submitting a grievance case with USAA when in reality this could have all been avoided if they would have reacted swiftly on 15 May 2022 and stopped the transactions from posting.

Ryan Bailey, Head of USAA Retail Bank, sent us the crappiest cheap mug as a "thank you" gift? First, we don't want unsolicited junk sent to us. Second, it can't go in the dishwasher or microwave? Are you kidding? Third, what an appalling waste of resources! Did he send out 10 million mugs, each in their own cardboard box with cute paper stuffing zooming around roads in gas guzzling trucks? HOW MANY TREES GAVE THEIR LIVES FOR THIS PIECE OF JUNK? It went right in the garbage and now is taking up room in a landfill. We couldn't even give it to Goodwill because it's essentially unusable. Shame on you, Ryan Bailey. SHAME ON YOU!

Member of over 20 years and still serving in the military! USAA refuses to cover wind damage and now going to court! JUST WALK AWAY AND GO TO GIECO!

I got scammed in April of 2021, and have been in "credit-only status" for over a year at this point. I have called numerous times trying to resolve this case and even though i have paid IN FULL the amount i owed, they still are holding over 2k in savings from me and the last i heard from them about the matter was in August of 2021. Since then every time i have called i have been waiting for hours on hold for them to just not end up talking to me with any solutions whatsoever. They're wasting my time and holding my money that I made. I need this money and am furious with the customer service representatives who seem to have no training on situations like this.