USAA
Reviews and Complaints

We have received calls supposedly from "Social Services" [protected]) several times saying that they were calling because I was "vulnerable" asking if I could care for myself, was I able to cook, etc,. etc., The calls were directed to my wife. She answered that I was not vulnerable and asked why we were receiving such inquiries.

The reply was that USAA had called them and reported a bank account intrusion. My wife told this person that I was suffering form the Chinese virus at the time and it was NOT that I was vulnerable but rather it was USAA because USAA failed to protect our accounts.

As a result we closed our savings, checking and credit card accounts with USAA because we lost complete faith in a company we had been customers of since 1965.

We are going to buy a new car soon and I was going to ask USAA for a loan. But I will not after this last episode of USAA malfeasance.

USAA employee Vanessa fraudulently took $15,500.00 out of my account. She poor and unprofessionally handled my claim. Vanessa is not trained to work with any claim and should immediately be removed.

This caused a problem for my disabled daughter who could not used her money to purchase seizure medications over the weekend. My daughter life is in danger/ I cannot purchase gas, food, or other items needed.

Garrison Casualty and Property Insurance, authorized to transact and issue coverage in the State of Texas, have been extremely negligent in processing my latest claim. It has been over 45 days since the initial submission of the claim, thus, the company has violated statutory provisions which are regulated by the Texas Department of Insurance. Despite numerous complaints, contact requests, and warnings of litigation, the insurer continues to neglect their insured.

We are a car repair & sales business. We recently repaired a car for a USAA customer. The cost to us is $10,907.00. All started on July 9th. We have gone round and round trying to get paid for this. They told us they mailed a check to the wrong address and would re-issue. Now they say there has been no check re-issued. Everyone that we call says to call someone else and then they transfer the call & it hangs up on you. Terrrible customer service. Nobody is willing to do anything to help

Absolute mission failure on simple insurance

Every time you call USAA you get a different answer - Often all are incorrect or only partially correct - The request was specific to please extend the storage date on the vehicle in storage. The man took 27 minutes to do it. This did not make sense and the only reason I called is becasue despite that the website stating you can do things, there are often err messages that say you must speak to a representative. I asked why it was taking so long he stated he needed to make sure he was finding the right vehicle. A highly concerning response when my file only has one vehicle in storage. The task was not completed. He promised it would be updated in a bit. This did not make sense as If you make a change on line it is usually instant. Whatever he did to my file the only thing I requested was not completed. He did not listen and kept telling me to wait for the mobile app to update. I specifically stated the mobile app is not used only the laptop. He did not complete the task - I now have to call back to ensure he did not change my policy without my persmission to something I do not want or know I have. This also happens with USAA. They make changes without telling you whether it is an accident or intentional then you are stuck w a large bill and have to change the policy back to what you wanted. It takes hours to get things done right here. We as a family are trying to get less and less w/ USAA. Do not use them for investments in any way... absolutely incompetent here. lost the entire IRA

CC:
Surprise Police Department
Consumer Financial Protection Bureau
Better Business Bureau
Office of the Comptroller of the Currency
Federal Deposit Insurance Corporation
Federal Bureau of Investigation
Office of Thrift Management
Complaint Board
Social Security Administration
AZ Attorney General
TX Attorney General
Elderly Law Group
AARP

This is just a follow up to the report I filed on August 17, 2023 since I have not heard anything back from USAA at this point and it has been a month.The above are the other entities I have files complaints with so far.

1/23 called for USAA Road Service. The towing company sent damaged our vehicle. Sprung drivers side hinges, dented door! We were forced to file a claim and it was a no fault on our behalf. After USAA totaling the vehicle, going through all the BS to get salvage title and funds to repair vehicle, they still have

not reimbursed our $500.00 deductible! I sent messages, email, filed a BBB complaint, to date no one from USAA has responded! We canceled our policies, they still owe us the deductible and you would think after over 7 months we would have received it by how. They still owe us this money regardless of canceling the policy as they vehicle was insured until 9/15/23!

We had a buyer for the vehicle who backed out after USAA totaled it! It was USAA road service fault by sending low quality towing company!

Here's the deal, if you fail to reimburse the deductible due to us, we are considering a lawsuit to recover the deductible, loss of sale of the vehicle, attorneys fees and all court cost and filing fees!

We had been with USAA for 11 years and to be treated this way is very unprofessional! Apparently your overpaid CEO Wayne Peacock is doing a fine job running USAA into the ground!

“USSA “PLEASE PLEASE stay away from them they are NOT GOOD . I was in a crash on FEBRUARY 18.2020 I’m still trying to get my Damaged and Medical paid. I have a lot of Damage Done to ME (Blood Clot in my left lung) broken (Damaged FOOT) bones spurs on Neck down my Back ………….and so much more (I’m just Done ,in Pain ever Day ) and today again the don’t want to pay really they over Me $75.000 but I have to pay all the Bills it made me CRY my Life is no JOY anymore!Please find you a BETTER INSURENCE Company someone that Cares about YOU and the Victim PLEASE 🙏🏻🙏🏻🙏🏻🙏🏻I pray don’t make them RICH they do not deserve that. If you got any questions, please don’t hesitate to ask I have nothing to hide. I will answer.

The usaa bank refuses to provide a written criminal disclosure as required by federal law in criminal identity theft with multiple illegal visa credit cards established without the claimants permission or authorization

Usaa is required by the victim of fraud and identity theft to terminate all illegal visa accounts immediatley!

The claimant received a telephone contact by a

Usaa senior bank auditor on march 3, 2022 and the horrific financial attack must provide closure within three days or my attorney will file a class action lawsuit

Keith carlton cutler

Po box 115

Moore sc 29369

My name is David Scott... last four 2254. I filed a claim on July 19th for water damage to three rooms in my house. The 'was USAA has been non-existent. No inspector or aduster was ever sent to the scene. The only help USAA provided was to recommend gettiing a plumber to fix the leak. Thanks for that tip.

My wife and I are 82 years old and have been put through hoops to jump thru since the claim was started. Please read the file compiled for claim #34. I hope it provides some insight as to the flawed process. I guess I'm going to pay the bills myself and think about how to proceed with USAA going forward.

I filed a claim over 30 days ago and it was 3 weeks before i heard from my adjuster...After contacting the manager i heard from her also then my car was placed with a collision repair and has been there oalmost 3 weeks after they first sent them an approval to work on it then took it away and started an investigation after i gave a phone diposition and now thats been over a week ...Looking at a total of 36 days so far and nothing is going on with my car ? i am a disabled veteran who has a garage that was partially blocked by maintenence blocking the entrance to me parking and i scratched my car on the sides and backed into the entrance door frame and broke a plastic taillight cover...Gave pictures of the blocked entrance and contacted management the day of occurance...This is ridiculous to have a simple claim go weeks with no action and without this being addressed !

I am writing this for my 92-year-old mother-in-law. She is trying to update her payment information but because she has no cell phone or email address, they cannot help her. She asked to speak to a supervisor but because they could not authenticate her, they wouldn't transfer her. After about 45 minutes of trying to get Peach to understand that she is old she finally said she could send in her government authorized id and someone would contact her to help her. The strange thing was that even though they couldn't help her, they could take a payment over the phone. Does that make any sense. Why did it take her over 30 minutes to bring this up. What if she was stuck on the road someplace with her car broken down. How would they help her. That is age discrimination and should not be tolerated. The whole family has been with them for many years, but I am not so sure I can stay there as I approach old age. This happened today 9/1/23 around 8pm.

I was informed that my checking account was in the process of being closed starting Aug 14th 2023 for Fraud, two checks were deposited into my checking account this had happened before back in 2019. I was a member for 17 yrs with USAA and had nothing to do with this my Social Security was deposited into my checking account and I was informed that I would have to wait 60 days.

I have spoken to various personnel in the Fraud Dept in reference to this issue, pertaining the fraud, a review was put in and they were not going change their mind on the decision which was no fault of me I had nothing to do with it. The policy of having to wait 60 days is unfortunate for people who may bank with USAA I am one of the lucky ones all I am asking for is to have my money sent back to Social Security and deposit it into my new account.

On April 14th, I was in an auto accident near Woodbridge, VA where I was rear ended. My car was towed to a Caliber Collision by Mid-Atlantic Towing Company where it was taken to Caliber Collision in Dumfries, VA and repaired. I picked up the car and drove it for a period of time. I started hearing a grinding noise and thought that the vehicle had issues, so I took it into Caliber Collision of Frederick, and they noted that there was a transfer case error and took it to BMW of Rockville on July 10th. I called USAA and they approved a rental car and diagnostic testing. BMW stated that the error message was recorded while the vehicle's engine was not running, and the wheels were turned indicating that it happened during a tow. USAA completed their investigation and said that I drove the vehicle 6700 miles since the time of accident and that the vehicle was towed on a flatbed according to the towing company. I explained to my agent that it was a tow truck and I that had a witness who licked me up from the scene and he said, "sorry there is nothing we can do." I told him that it sounded like the towing company was covering their own but he would not talk any further.

Meanwhile due to the length of time it took USAA to complete an investigation and even when shown hard evidence that SHOWED the time/date stamp of the error message and that it occurred when the vehicle's wheels were turning and the engine was off, (hello tow truck) they denied any coverage. So, I am here as an active-duty service member and a single mom, paying over 3,000 a month in rental car fees and vehicle payments when I have a brand-new car. Oh, and don't expect phone calls back to let you know when your rental coverage is up. They won't call you back. AVOID THIS COMPANY. I have filed complaints with the state Attorney General's Office, NAIC and will continue until they fix this situation.

In the last few weeks I have received 5 letters with some one else's name, but my address. No one but myself and my son live at 1508 S Birch. The names are Tyler Bliss LCDR NOAA

Thomas Connor LCDR NOAA

Steven Jones LCDR NOAA

Michael Hunter LCDR NOAA

Michael Hunter LCDR NOAA

I do not know these people so if you could do something on your end I would appreciate. I would assume they are scammers because this has been happening since 2020. I have sent back several stacks of mail only to have post office deliver them back the next day.

- May 5th a check cleared our checking account for the amount of $4,950 but the check had a different checking account number and member name

May 9th another check cleared our checking account for the amount of $4,500 but the check had a different checking account number and member name

- Both were reported by me to USAA on May 9th

- We opened a new checking account to avoid future charges and USAA opened an investigation Case number: 1073813

- USAA informed us that it would take 2-10 business days for the charges to be refunded

- May 9th and 10th both amounts were refunded into our original checking account

- June 22nd we received a call from USAA stating the investigation was closed and confirmed these were not our checks and no root cause was identified

- July 26th USAA mailed an affidavit form to us requiring our signatures with a notary signature that we did not process these charges. These were required to be returned within 14 business days

- July 27th I contacted USAA to inform them that I would not accrue the cost of a notary as this was clearly a result of an error with USAA's checking system. I stated that if a member of management wanted to discuss this further to please contact me directly

- August 21st USAA pulled $4,950 from our original checking account

- August 22nd I contacted USAA and was told by the escalations and fraud department that this was drafted from our checking account again because we had not returned the required signed and notarized forms. I was told that because the 14 days had passed the case was closed and there was nothing USAA could do about issuing a refund.

- The panoramic roof on my car was cracked by a rock on July 1, 2023.

- I filed a claim with Safelite Glass, USAA's 3rd party provider.

- Safelite sent my claim to Sunroof Express because it's a roof.

- I am getting the run around from Safelite/USAA. Safelite/USAA says my

OEM glass was approved on 08/15/23, but the additional 3rd party

company that has to order the glass indicates they have not received the

approval

- inquires to Sunroof Express (who has to approve the claim) come back

with “waiting for approval” and while Safelite/USAA says the Sunroof

Express approved the claim on 8/15, Sunroof Express still indicates they

are waiting for an approval

- It is now 8/21/23 and I still don't have my roof fixed and there is no one to

resolve the issue.

- Sun Roof Express and USAA/Safelite need to talk to one another about

the approval and then send the approval to Penske auto to order the

glass and schedule the repair.

My name is David Calvert

I’ve been with USAA for about 41 years

My wife and I have been making deposits into USAA checking account, about seven years ago we were writing checks, and one of the representatives with USAA suggested that we start transferring the money because we were writing a check originally from another bank, even at that time, they did not put any holds on the checks. So I believe about three or four years ago I don’t have the exact date we started transferring the money from one bank into our checking account with USAA. The reason that we have to use another bank called Equity was because USAA does not except or have the availability to except a LLC, and since our checks are made out for the LLC from a government agency , we have to then either write a check or transfer the checks to USAA, starting about 2 1/2 months ago. I’ve had to call up because they’ve been putting a hold on part of the funds while I understand it if I got a check from a individual they may have to put a hold on the check or part of the monies , but when you’re transferring from one bank to another bank, that should not be a problem and especially since we’ve been doing this for at least a number of years, we didn’t just start up a month or two ago transferring this money. For lack of another term this would be like getting a paycheck put it in into your account and then not being able to use the funds in their account fully because they’re on hold Each month for the past 2 1/2 months this being the third month I’ve called up and they’ve release the funds with no problems. What I’m trying to resolve here is I don’t want to have to do the same thing every single month I wanna go back to where it was when I transfer the funds from the bank that they’re automatically available to me to pay my bills . I would appreciate your assistance in getting this resolved again. My name is David Calvert. My phone number is [protected]. If there’s any other information that you need to help resolve this problem, please let me know thank you in advance for your assistance.

On 4/28/2023 I was hit from the rear by one of usaa‘s insured drivers. This has been a nightmare. They are blaming everything on the mechanic saying he sat on my car and didn’t do anything which is incorrect and has been proven. They don’t care they won’t cover my rental. I now owe $1500 on a rental I was told that they would cover. This is the worst company I have ever worked with in my entire life! It’s like the adjuster, byron, took it personally, and did everything in his power to deny my rental. I called managers, I called escalation department, I sent emails to every single board member and president and vice president, etc. The four months my vehicle has been at the shop. I have called usaa 152 times to try and resolve labor issues, missed parts, a rental extension, this has been a nightmare! My vehicle has been in the shop for over four months and I have an invoice for 130 days of lot fees because my car sat at the shop and that is $100 a day. Nobody go through usaa for anything! Take a look right above this post they have over 400 unresolved issues and complaints, and only 90 resolved. Usaa do better!