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1.7 581 Reviews

USAA Complaints Summary

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

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3:59 pm EDT
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USAA Auto insurance

Was a USAA customer for over 15 years, after a speeding ticket 44/35 on a speed trap zone and an accident where I disputed being at fault, USAA canceled my insurance after I complained online on Facebook. They use the Orwellian Lexis-Nexis database and faceless underwriter. They raised my rates by 1400 dollars per six moths. I am a retired Army Sergeant with limited funds.

Desired outcome: Reinstatement of old policy at a fair rate and apology.

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5:40 pm EDT
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USAA Claim for water damage

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.

Desired outcome: Help!

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1:05 pm EDT
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USAA Automobile insurance

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 !

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8:49 pm EDT
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USAA Fraud easy

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.

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Update by SgtG

Ridiculous

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8:39 pm EDT
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USAA Customer Service with Auto Insurance Payment

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.

Desired outcome: I want USAA to find a way to help their elderly customers without stressing them out for 30 or 40 minutes saying they can't help and then all of a sudden there is a solution. My mother-in-law is crying about this.

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1:24 pm EDT
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USAA Fraud

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.

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1:38 pm EDT
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This review was chosen algorithmically as the most valued customer feedback.

USAA - Auto insurance

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...

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2:14 pm EDT
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USAA someone using my address with LCDR NOAA

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.

Desired outcome: FIND OUT WHO THESE PEOPLE ARE, AND REMOVE MY ADDDRESS FROM THEIR NAME

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Update by Lydia Sintas
Aug 22, 2023 2:25 pm EDT

I have been with USAA for over 40 years and I hate that someone has gotten my address and

are trying to get something from USAA that they don't deserve. My info must be all over because several pieces of mail come to my address with different names. I have lived at this address for 35 years, I've mentioned this to post office, but still, same thing.

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12:27 pm EDT
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USAA - Fraudulent charges to checking account

- 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...

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6:30 pm EDT
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USAA Auto Glass Replacement

- 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.

Desired outcome: I need my panoramic roof replaced with OEM Glass.

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10:11 am EDT
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USAA Checking

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.

Desired outcome: My desired outcome will be that they will quit holding my transfers from one bank to USAA

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10:36 am EDT
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USAA Covering charges/making no at fault party pay

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!

Desired outcome: Rental coverage

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12:16 pm EDT
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USAA Terrible phone customer service - where are the state regulators when you need them?

USAA is an automated only insurance company, but they don't advertise as such. If you want to speak to a person about a claim, they make it virtually impossible to do so. From a regulatory perspective, they have a phone number, so they seem to be OK by State Insurance laws, but that's only a State perspective. On a Federal level, you don't get FinCen fines because you're doing things correctly. FinCen is a criminal investigatory agency and USAA paying FinCen fines is telling about how chaotically they operate parts of their business. The business model for USAA is to provide a phone number, but only a general number. When you call the general number, it's phone trees and passing the call between various departments. Eventually the stalling tactic USAA employs outlasts your time available, and you give up on getting the claim paid, which is of course why USAA will not provide a consumer a direct phone number and email for corresponding on a claim. Sears - the retailer -went bankrupt because the retail industry presents many challenges, and the Sears leadership met the challenges poorly. It wasn't fraud, it was just mis-managed. I fear that is what awaits USAA, as they are terrible to work with on the phone. If that lack of knowledge and confusion via phone reflects what is going on at HQ, then bankruptcy is likely the only way to get rid of the folks in charge and put in place folks that want to run an insurance company, but competently. USAA is not even trying - it's more like a ponzi scheme inside of a boiler room operation, and if too many State Insurance Agencies show up at their doorsteps, it's the end of the line for the intentionally incompetent management. Providing a phone number that works - you would think - is something regulatory agencies would get after USAA about. But as of yet, they haven't. If states ever require insurance companies to staff the phones with agents that know insurance, USAA is toast, as none of their phone folks I've spoken to know much of anything related to policies. It's all segmented departments, so you can't get a full and complete answer out of any one of them, because noboyd there is trained to understand fully what insurance is and how it works. Everyone has their one bit of knowledge and then they pass you on to the next employee - it's like putting together a 1,000 piece puzzle. It's not fraud, but it's certainly seems like a boiler room operation to me...

Desired outcome: USAA provide phone numbers, knowledgeable agents, and email addresses for correspondence that is required. A web portal is not sufficient, as the web portal is not good and does not provide contact to one person.

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2:18 pm EDT

USAA Auto policy cancellation

I have been a faithful USAA member for approximately 37 years. I began my journey with USAA early as an Ensign in the Navy. My wife and I have always felt a level of comfort knowing we were in good hands as well as being part of a bigger military community that takes care of its own. I recently have been involved in two at-fault accidents, one in 2021, which resulted in no injury claims, then again in January of this year, which resulted in injury claims from the other party involved.

I received a phone call as well as a letter of notification advising me of the cancellation of my policy. In two separate calls it was explained that based on my two at-fault accidents within two years and correlating statistical data, my odds of having another incident are much greater. It is difficult to wrap my head around the reality that I am facing cancellation based on statistical data (future likelihood and not based upon a factual event). I understood that I was only given one accident forgiveness event, but my wife and I truly thought that we would just face higher insurance rates going forward due to the accident this past January versus a cancellation. Remarkably, the option of a higher rate was not even discussed nor explored as a result of my last incident.

For approximately two years I have been 100% disabled, both with the Veterans Administration as well as Social Security. My income capability is now very limited. I was deeply saddened that after three-plus decades of loyalty as a customer I have been deemed unfit for car insurance coverage with USAA.

I believe the aspect of the entire process that is so disappointing, was feeling as though I am not valued as a veteran who proudly served our country and now living in the reality of being disabled. I always assumed that USAA would be the one military-connected organization that truly serves military members and their families.

Desired outcome: I am not sure of what options there are regarding resolution. Ultimately, I realize that the Executive Council shapes policy and decisions. All I am asking is for further reconsideration before the cancellation of my auto policy coverage.

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2:51 pm EDT
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USAA Not being able to find my dads military records

I have provided his SS#, date of birth and full name. I also have his miliary record. I have talked to several agents who stated he cant find anything on my dad.

This is very disturbing that his records dont come up, for he was drafted in 1945 and never had USAA insurance.

I would like to have someone look into this and allow me to have both auto and home insurance.

My name: Maureen Piccirillo - [protected]@yahoo.com 714/757-9661

Desired outcome: To receive both home and auto insurance

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11:50 am EDT

USAA Auto Claim

Today is 25 July 23. On 4 Jun 23 I was involved in an accident with a deer in MI. My vehicle was determined to be a total loss and I have been trying to get resolution on my claim ever since!

I am now on my third set of adjustors/managers and none of the will call me back or explain why my claim has not been settled!

My current manager is "Josh" at extension 56080. I have left him multiple messages requesting a call back with no success. He OOO message states that he'll call back with one business day. Who monitors that?

The claims center online is useless - your employees refuse to use it. Messages posted on it go unanswered.

How do I get a leader to contact me? My USAA number is is 204 79 74 and I can be reached at [protected].

Desired outcome: A leader with decision making authority calls me back ASAP!

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11:44 am EDT
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USAA Terrible customer services and support

I have been with USAA for 41 years. Each year the service and support decreases in quality. It has now come to the point where USAA in no different that any other provider. I go on limb and state that USAA is at the bottom the list as large group providers.

Each of its services has been degraded with the oversight of the current CEO. I give USAA two star and veterans deserve better!

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11:38 am EDT
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USAA Credit card

I have been with USAA for over 20 years; the last 10 or so they have truly been a disaster. When I joined, USAA didn’t need commercials, word of mouth was enough and the customer service was unequaled! Today, good luck…I have had to call at 4 times in the last 3 months on their credit card and today it costs me a low fare airline ticket for a quick getaway vacation; so much for taking care of the military. The customer service team transferred me to 3 different representatives, each one even more untrained and more concerned with whether my profile was updated. The last one mysteriously disconnected after I asked for the 10th time to talk with a manager. It would be nice if the app or website allowed you to email the company, but they make it as difficult as possible to provide written complaints even though they message the customer at will. I was already shifting more assets away from you USAA, today was the final straw to shift faster. The leadership, some unfortunately are prior military putting profit over their reputation, has run this company into the ground.

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2:49 pm EDT
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USAA Having problem setting up transfer from USAA saving to C-Plant Credit Union .

I am Myra Warford I have been with USAA for 30 years and I have never receive such bad service. I have been trying to get set-up doing transfer from my saving account to my home checking account which is a Credit Union. I have trying since September 2022.

I have tried by phone and by paperwork.

Usaa sends the paperwork back with saying we can not open this account. no reason. I have done paperwork 5 times. And I have called.

The question I have is why it can not be set up?

Visa Credit Card has no problem from USAA debiting my checking account to pay my Visa account. My Auto Insurance comes out of the checking account also.

Desired outcome: I would like to have this two accounts set up to transfer money to saving to checking and also do same .

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1:31 pm EDT
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USAA My insurance coverage with you

I have been trying unsuccessfully since early June to speak with SOMEONE IN AUTHORTY, about an issue with my insurance. I have had several phone conversations in which I was just passed from department to department, and I even sent a letter to customer relations at your home office address (copy attached). This issue is getting out of hand and before I take any other steps I would like to SPEAK WITH SOMEONE WITH AUTHORTY EITHER BY PHONE OR IN WRITING.

Thank You,

John Carr

Phone: [protected]

Email: [protected]@aol.com

Address: 279 Frances Street, Pleasant Valley, WV 26554

Desired outcome: To have my rates go back to what they should be

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USAA Customer Reviews Overview

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

USAA In-depth Review

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

How to file a complaint about USAA?

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

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

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

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

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

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

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

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

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

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Contact USAA customer service

Phone numbers

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

Website

www.usaa.com

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