USAA
reviews and complaints

A claim was filed for DOL 7-6-2021. Claim#: 050.

I have attempted many times to view this claim status. It does not present anywhere on my account. Depreciation was held back on my Replacement HO policy. I recently sent an invoice for completed repairs. The brief response received from USAA merely referred me back to their original letter that was sent. This claim does not appear on my policy. How can I possibly refer to that letter when the claim is not there anymore?

This is the latest response from USAA …

From: ooo@usaa.com

Date: March 1, 2023 at 11:31:04 PM CST

To: Saathoff@gvtc.com

Subject: Where is the claim # [protected]-050

Your response was sent to a USAA e-mail address that is not set up to receive messages. To send USAA a secure e-mail message, please use https://www.usaa.com/inet/ent_utils/McStaticPages?key=ContactUsMain&EID=105182-1009_body Contact Us on www.usaa.com, or if you prefer, call [protected]-USAA (8722).

Thank you,

What do I do with this?

Carol Michele Saathoff

At one time USAA had remarkable customer service and was about their business of upholding their mission and vision statement, “USAA Mission and Vision Statement Analysis USAA’s mission statement is “ to provide excellent service for our members, we stand financially strong.” The statement reveals what the company holds as the heart of all its operations by emphasizing the excellence of its services.” I used to be proud to hear great comments from people, not USAA members. Nowadays, USAA third parties care less about the customers or USAA's mission statement.

In the past, I have filed several credit card disputes and USAA failed each case. If we had not been persistent and continued the fight on our own with the merchants a lot of our money would have been lost. USAA allowed merchants to steal money from their customers. This is so sad. This last case I am mentioned was generated on December 12, 2022.

In order to provide insight into how much and what customers have to go through, I am posting this statement I sent to the CEO's office:

“Regarding my conversation with M... at the CEO's office on January 30, 2023, as requested, I am providing information in reference to overall past and present issues and concerns with USAA employees.

“On January 30, 2023, I contacted USAA because of the posted notification for my credit card dispute, which I received on January 30, 2023, to my credit card and my USAA documents. I was on the phone with Mrs. P………..in the resolution department for 3 hours 15 minutes, and 42 seconds trying to get her to understand that this dispute resolution was not done correctly and the decision was made prematurely because of my previous calls to USAA and on January 20, 2023, providing pertinent information to support the dispute. I did not feel that the disputed status should have been posted as unfavorable. This case was processed and conducted carelessly. It was not until near the end of the conversation that Ms. P………, understood the concept that the USAA dispute status letter dated January 30, 2023, was in agreement with the merchant to charge our credit card twice, once on December 12, 2022, and January 15, 2023.

In addition, I was already discontented with past and present issues such as what feel are employees' unethical practices such as not making accurate notes, not filing complaints, agents stating, they are not finding notes, and if there are not, the notations consist of what a previous agent recorded. By now, I am more frustrated that I had to repeatedly request to speak to someone higher than her office but was given the runaround for nearly an hour. Finally, I suggested if this practice is what USAA has resulted in too; this is the wrong banking for me and my husband and USAA is not honoring its mission to care for the military and their families.

I explain to Mrs. P………. that the last four credit card disputes through USAA were not in our favor. However, we pursue the issue and resolve the dispute ourselves, which turned out in our favor. This shows a continuous lack of help from USAA to address their customers’ concerns and issues properly and professionally. I expressed to her that I used to feel good when I pulled out my USAA card to pay for items in different department stores, and people would say, they would love to be a member of USAA, but lately, people's viewpoints have changed with many negative viewpoints.

I inform Mrs. P…… before my husband and I decide on what our next course of action would be whether we would stay with the bank or not, I was not going to give up trying to reach someone higher than her department because USAA's higher echelon need to know about the improper and unprofessional practice that is jeopardizing tarnishing the USAA reputation.

In regard to my recent credit card dispute, in order for your office to get the entire picture of the unprofessional handling of this case, I would like to request telephone calls from December 11, 2022, through January 31, 2023, to be pulled. I noted several phone calls, on December 15, 2022, with Marc, and January 3, 2023, with J…..and A…... I would like to ask that your office would listen to the phone recordings for January 20, 2023, I believe this call was over an hour. The agent talked about how botched the case was from the beginning, and how these younger employees are not doing their jobs, with which I was in agreement. The second call I would like for you to listen to is on January 30, 2023. This is the call, figuratively speaking the straw that broke the camel's back. Overall, Ms. Paulette was more attentive to the issues than previous representatives.

I am, including emails that I received from the merchant. I informed USAA representatives about these emails. I believe the last time I spoke with an agent about the emails was on January 20, 2023. I was told if USAA needed additional information, they would contact me and keep an eye on my USAA notifications. I was never asked to upload these emails. Unfortunately, it appears that there was no effort to resolve past and present disputes only to initiate the disputes and wait until 30 days pass to send out the disputed status unfavorably. Again, I say this because USAA failed us on all our disputes and if we had not been persistent and continued to work on our own and pursued the disputes on we would not have received a favorable outcome. Please do the right thing and make this wrong a right. *USAA-related case numbers: #[protected], [protected], CA10105141, CA10105549, 8364253. *Supporting documents attached.”

USAA CEO's office turned our case over to Mrs. J……member advocacy, however, I never spoke to her through the process. She claimed to reach out several times via my cell, however, I checked my cell call log and missed calls, no USAA calls, and no voicemail messages. In USAA's final decision, Mrs. J……. suggested that I continue to collaborate with the merchant, knowing that the merchant will not communicate with you once a dispute is launched. A clear sign of going through the motions.

Another disturbing issue is I never received feedback on my requests for the data/inquiries to the merchants that determined USAA’s final decision, which we are entitled to because it is our case, our money, and our efforts to get a genuine resolution. Nor did we receive feedback on the recorded phone calls we requested between us and USAA employees. Also, with USAA there was a time when we were denied the funds to be credited where a fraud case clearly existed involving Zelle USAA attached to customers’ accounts without customers' input, whereas USAA knew who the scammers were. USAA Customer Service has turned into a joke and just goes through the motions when customers need to call in for issues and resolutions.

I am appalled at what this company has become. USAA used to be a great company, giving top-notch service. That is no longer true and the Board needs to do a serious review of the USAA, their third parties, and how it has changed for the worse.

My daughter had an accident and I called them to report the accident.

They had a recording that they are closed. That is the most stupid thing ever.

You can have a death and they have no one working closed.

I have had other insurance and they have 24 hour service for car accident and to file claim. I pushed a lot of buttons and don't know how I got a hold of someone. They then did the claim and sent us to Enterprise to get a rental and we went and they said they have no cars but yet saw like 20 vehicles on the lot with 2 hours to go. I checked the app and it said they had cars available. The employee was rude and did nothing to help. USAA needs to fixed this problem with their auto insurance and have an option to talk to someone. It is stupid that you have to go all weekend and wait til Monday to talk to someone.

Also unable to get a rental and again can't talk to anyone.

I will have to find another insurance company to cover my insurance and someone I can talk to, but they sure are good at taking their money.

I would not refer this company to anyone.

I received a notice from USAA in the mail dated January 31, 2023, but it arrived in the mail on February 17, 2023 saying I missed a payment for my car insurance. I logged into USAA immediately and saw it said I owe $140 by February 23rd, 2023. I paid it immediately but they said the policy was terminated on February 15, 2023. I want my car insurance re-activated immediately. I've been a customer for 30+ years and have 2 home-owners policies I pay on also. I believe your notices were not sent in a timely manner, and the online account I use said the due date was 2/23/2023.

I feel everything was set up to fail me possibly intentionally! Please reply. USAA representatives keep giving me false fax numbers to send complaints to. This is just getting way out of control!

February 19, 2023, USAA has blocked access to my credit cards and bank/checking account for the tenth time at lease since I began travel on January 28th. The only way to release my own funds or money is to CALL. They know I am travelling, and they know I have no phone. However, they have locked my account access online so I cannot log into their only representative CHAT, which is the only way I can contact them. Therefore, they have locked me out of all my credit cards and pay *payday was Friday. Every time this happens, which is usually every day, I found the special backend representative Chat feature to release my money. Today, they have locked the entire account and the only way to even access it online at all is to CALL THEM. AGAIN, they are well aware that I have no phone with me, and that I am travelling in Italy and Egypt. The money I was attempting to access is for my food, water, and shelter. A charger and a phone would also be bought if I could access my accounts online so I can pay with my bank or credit cards. Worst Customer Experience EVER when you send up homeless and hungry because of their stiff and inflexible systems that cannot adapt to customer situations.

I had to change my phone number due to it being stolen. Usaa authentication app online will not accept the photo of my driver's license I used 5 different phone cameras and a 35 mm camera, the image did not upload. I was rejected. I was told to send a copy of that with all my information to USAA. I did send that on January 19. I got no response. I finally got a phone call from Josephine, but we are not able to connect telephone tag. You are sending texts to my old number, which someone else now has. This is not acceptable. I sent a certified letter with supporting documents, 02-13-2023. It will not arrive until 02-18-2023. I have not had accesses to my account for almost a month. This is not ok, you are willing to keep taking my payment. You need to have a better system for authentication, check or McAfee or Apples system. You are leaving me venerable to yet another ID theft.

Please help me. Susan Bowers
Please Call Us Dear Susan Bowers,
Thank you for bringing your concerns with USAA to our attention.
Unfortunately, I was unable to reach you by phone and would like the opportunity to discuss this matter with you. You may call me, Josephine, at one of the numbers below at your convenience.
How to Contact Us
Please enter extension 62209 when prompted.
Phone: 800-531-USAA (8722)
Mobile: [protected], Mobile shortcut #8722
We appreciate your membership and look forward to speaking with you.

My name is Rafael Torres my e mail address is [protected]@msn.com my social end with 3663. Can I get to know why I am unable? to sign in my account. Last few days I been trying to get me in the login page, but it brings back to the same logon page 😊😊, I need to access my account at the earliest.

My phone number is [protected].

Please can you assist me

Rafael Torres

At one time USAA had remarkable customer service but in an obvious move to save money with human employees USAA has become OVER, OVER automated and lost any personal touch. It is impossible to speak to a person that can speak for more than one department's needs. And when you finally get to a person (after holding five to ten additional minutes) they can only speak for their individual Dept and then transfer you to another dept and another dept and so on to handle anything further - ridiculous. I just spent more than 45 minutes on the phone - most of the time on hold and was transferred four. At one time USAA had remarkable customer service but in an obvious move to save money with human employees USAA has become OVER, OVER automated and lost any personal touch. It is impossible to speak to a person that can speak for more than one department's needs. And when you finally get to a person (after holding five to ten additional minutes) they can only speak for their individual Dept and then transfer you to another dept and another dept and so on to handle anything further - ridiculous. I just spent more than 45 minutes on the phone - most of the time on hold and was transferred four times today. When I asked the last rep for a supervisor, I was placed on hold again and when she finally returned, she advised a supervisor was not available, but she could transfer me to the supervisor's VM for a return call - I declined and asked that a supervisor return my call which has yet to happen.

I have been a USAA client for so long I do not remember - close to or more than fifty years, I have life policies that I cannot move so, I am trapped until death, or the policies expire but I will look elsewhere for all other insurance needs. Sad to see a great company decline to this state. Mr. Peacock and the Board need to do a serious review of USAA.

I am very upset, livid actually!. 2/10/23. I was unable to access any of my money in usaa accounts until I filled out a questionaire. I could not use my debit card, could not use my credit card, could not access my checking account. Usaa *froze my account until I completed their questionaire*. I am not applying for a loan and there is no reason to require me to fill out any questions to access my money. My other banks and credit union have not required this information. Usaa required I release information including my salary, where my money comes from, if I expect to use money orders, cash transfers... Etc. They required to know if I use zelle, how often, and how much I expect to have deposited or withdrawn from my account using zelle. This is unacceptable!

As a former employee and regrettably current (stuck) customer I am appalled at what this company has become. The automessaging service has been garbage since my working there 15 years ago and has in no way improved. After being in a minor accident in which I was not at fault last year, took my car to Their mechanic shop: Firkins Auto. They repaired the minor fender damage but completely thrashed the inside of my car ( for nearly $3K more than it should have been, including nearly $800 in paid by the hour paint cans- attempting to point this out to the claims agent did nothing-also only heard from the claims agent twice through the entire ordeal). Over a year later now Claims will still not even discuss it.

Currently, I recently got a bill with a $130. increase. No reason. And now when I attempt to call, they tell me I am not me so I cannot even access my account anymore or get anyone to answer the simple question of what is going on. They've locked my credit card into autopay and now, just to be rid of their continual, massive ineptitude, I have to completely cancel my card, which means wasting an entire day at the bank and costing me even more money than they already have.

USAA used to represent the best in insurance companies, now it's just another thieving amalgam of sociopaths that care nothing for their customers, active or former service members or even People in general but only for their profits.

I was rear-ended on hwy 94 heading west in the vicinity of the 805 north ramp in San Diego , CA on Jan 10, 2023. It was a middle age woman with just a lerners permit and no insurance. I contacted USAA Insurance to file my claim, spoke to the CA claims manager Emanuel, i have uninsured motorist coverage, I did what was asked and posted on the mobile app. pics of the damage, it says you can get an estimate in as little as 4 business hours! Right! after 3 more calls and posting more photos and video I still haven't received a call back or estimate. 29 days I've been waiting, that is unsatisfactory! Taking care of your customers isn't high on USAA priority list.

I just sent an email to the head of the Auto Insurance Mr. Randy Tremeer, hopefully he gets thing moving, otherwise i will communicate with one of those accident lawyers advertised on tv to try and get this moving.

I added out daughter to our policy as a permitted driver. At that time, I asked for a quote for her when she becomes a licensed driver. The quote given in November 2022 was slightly below $200 a month when she gets her license. Just called to add a vehicle, premium increased as expected. At this time (February 2023) I once again asked for a quote for when our daughter becomes a licensed driver. the quote I was now given is approx. $350 month and this is not including the addition of the vehicle. I asked customer service how the quotes can be so grossly different in a matter of 3 months and no explanation was given with the exception of the market changes and quotes can change. This makes no sense, at no time is my bill going to decrease $150 in a month.

So upset, feels like price gouging and I may need to look elsewhere for insurance.

I am writing to address my issue on poor customer service and lack of consideration in hopes that I can be treated in a better way.

On 28 Jan 2023, my daughter had a car accident. The car was declared total loss by USAA and was offered $16,198 settlement. I submitted my dispute and requested a fair and reasonable amount of $17,400.

On 7 Feb, I called and spoke with Chad (ext. 3998) only to find out that the email I sent regarding the dispute with pictures, etc.. was not even sent up for review. So Chad told me that he will forward it to “CCC”. He also said that the check for $16,198 is still sitting in the office and waiting to be sent to me.

I was assigned to adjuster Jacki Martinez (ext. 77513). Since the accident, I never heard from this adjuster. Not even a reply to my questions on the USAA app.. I have to keep calling and ask for the status and spoke to different reps (Monique, Cynthia, etc.).

The rental car was only good until 7 Feb.. I am still waiting for the check to arrive and now have to pay the rental car. The new car that we are about to purchase will arrive sometime next week – as I was informed by the car dealer. So while waiting for the new car, it is just fair, proper and considerate that USAA will pay for the rental car until I receive the check. The process is very, very slow and it is very stressful.

From previous experience with USAA, it was unpleasant and I’m going thru it again.

I am 21 year member and have yet to see being treated with respect by USAA.

Hoping that this can be expedited with consideration.

My daughter was in a collision on 12/24/2022. USAA stated from the pictures that I had submitted it was probably a total loss. The vehicle was towed to a salvage yard pending inspection by one of their adjusters. Adjuster stated that the vehicle was repairable and estimated repairs at $1738. The shop I was going to originally take it to was unable to take it due to space limitations. I had asked USAA to help me find a shop but they said they couldn't, I would just need to call around. I tried several shops and they didn't work with USAA. I was referred to a collision shop in Indianapolis who said they would be able to take my daughter's vehicle which was a non-USAA recommended Shop. USAA called the shop to get their information, submit the estimate for repairs and advised they would work with the shop. When my daughter picked up the vehicle, it was in worse shape then when it was taken in. It appeared the shop did not do the work as stated on the original estimate from USAA. I don't know what supplemental claims they filed. The Shop never received my authorization to perform work on the vehicle. When I reached out to USAA to get is resolved because they also paid them additional money for work done, they refused to help me.

I have been a USAA customer for over 23 years, and their customer service and quality of their service has been noticeably declining over the past decade. The abysmal service seems to have accelerated the past few years. Despite having multiple funded checking, saving and investment accounts with an average balance of around $500,000 between them, I regularly have credit card transactions denied with no fraud alerts (so that I can say they are indeed "oil") from USAA or any kind of message at all -- just denied. And the transactions are not for buying solar panels from Lagos Nigeria or something strange -- it is all of the same places and same travels that I have taken tens of times. USAA shut off all of my credit cards (personal, joint and work-related -- through USAA) because of a transaction at Trader Joes in Palo Alto, where I have stayed and visited at least 45 times because I am an early stage venture investor. I did not have cash and could not even take an Uber or Lyft because my cards were denied. I was so late getting to a meeting with a well-known venture capital firm and one of my entrepreneurs, that the venture partner had to cancel it, devastating my entrepreneur who was seeking funding for their startup. And USAA people say the same stupid [censored] about how sorry they are for "tyhe inconvenience," but offer anything or do anything to change their [censored] anti-fraud algorithm; it is an "anti-customer" algorithm, because I just cannot count on them anymore for getting bills paid on time or on business or whatever travel -- they just shut everything off whenever they want so they don't lose a dime -- forget about the customer. I was stranded a second time with one of my three children at a medical procedure at a clinic. All of my cards were systematically denied, to my frustration and embarrassment, and my daughter, who had just had a procedure, was feeling ill and upset. I had to call a family friend to come and get us -- all because of USAA again. And once again, "we are sorry for the inconvenience." It's more than a f**cking inconvenience, and I have no choice but to abandon ship with this total crap service. This is the "awesome" service that they give veterans. STAY AWAY FROM USAA! THEY DON'T GIVE A [censored] ABOUT THEIR CUSTOMERS, AND THAT THEY ARE VETERANS MATTERS NOT ONE BIT! They also screwed us out of fixing our garage after a tree fell on it. The assessor said that we could wait "as long as we wanted" to fix the garage and would be given the insurance when we rebuilt the garage. This turned out to be totally untrue, and when we had our builder ready to replace the structure, they denied all of it and said that "we have no record of it and are not paying it." And that was it. So I would think very hard before you entrust your home and family to this company -- they do not care, I repeat. I have spent hours and hours on the phone trying to fix the fraud bs and get our rightful compensation to fix our property that is fully covered under our USAA insurance plan to no avail. They will do everything to F you over and not pay. USAA talks a good talk, but beware when you actually have to use the insurance you have dutifully paid for years and years with no claims or accidents. They'll happily stick it to you and say "sorry for the inconvenience." STAY AWAY FROM USAA IF YOU LIKE TO BE ABLE TO ACCESS YOUR OWN MONEY AND YOU LIKE INSURANCE THAT ACTUALLY PAYS WHEN YOU HAVE A CLAIM!"

After years of insurance coverage today for no reason USAA raised my premium by 65 percent I’m a safe driver no tickets are accidents never late on payements. I called customer service and he said it’s because I live in Florida I have always lived here then he told me to check rates with other carriers I did and Proggresive insured me for a less than my last policy! So much for being Vet friendly

My name is Chris Throckmorton, I have been a USAA member for over 30 years. Member number is [protected].

My experience with the Safelite process for my broken panoramic roof has been awful. I am currently on hold waiting for a manager as I have now spent 3 hours + over 2 days trying to get this handled.

I personally appalled at this process and the lack of customer service that I have come to expect from USAA.

You can reach me at [protected] if you care at all... this is making me doubt why I continue to spend my money for all of my insurance needs with USAA.

A disgruntled customer!

Chris

Ernest DeBrew
11:31 AM (18 minutes ago)
to USAA, USAA

I'm wondering why my monthly premium jumped from 90.00 to 130.00 with only a NC rate increase of SEE Below:
The North Carolina Rate Bureau has reached a settlement with the North Carolina Department of Insurance to raise personal auto insurance rates by 1.6 percent, according to a statement by NCDOI.
And can I complete a survey towards your customer service.

1) I've been told by USAA phone customer service that they could not explain about rate increases?
2) Customer Service no longer greets me as SGT Ernest Debrew; has something changed that I have not been informed of?
3) Increased 6 months ago without any traffic violation or increased points?
4) Why being talked to and not being couscous to your clients, and sharing personal business and or annual mileage usage?

2011 TOYOTA CAMRY STD/LE/XLE/SE
VIN: 4T1BF3EK9BU735022
Your Deductible
$ 500 per occurrence
Premium
$ 97.00
per six-month term
2016 TOYOTA COROLLA L/LE/S
VIN: 2T1BURHE7GC676401
Your Deductible
$ 500 per occurrence
Premium
$ 99.00
per six-month term
2013 CHEVROLET CAMARO ZL1 2D
VIN: 2G1FZ1EP2D9804221
Your Deductible
$ 500 per occurrence
Premium
$ 184.00
per six-month term
2011 CHEVROLET SLV1500 EXT
VIN: 1GCRCPEX5BZ256498
Your Deductible
$ 500 per occurrence
Premium
$ 101.00
per six-month term
Collision
Learn MoreCollision (Opens Pop-Up Layer)
Covers damage to your vehicle caused by impact with an object other than an animal.
2011 TOYOTA CAMRY STD/LE/XLE/SE
VIN: 4T1BF3EK9BU735022
Your Deductible
$ 500 per occurrence
Premium
$ 149.00
per six-month term
2016 TOYOTA COROLLA L/LE/S
VIN: 2T1BURHE7GC676401
Your Deductible
$ 500 per occurrence
Premium
$ 205.00
per six-month term
2013 CHEVROLET CAMARO ZL1 2D
VIN: 2G1FZ1EP2D9804221
Your Deductible
$ 500 per occurrence
Premium
$ 220.00
per six-month term
2011 CHEVROLET SLV1500 EXT
VIN: 1GCRCPEX5BZ256498
Your Deductible
$ 500 per occurrence
Premium
$ 166.00
per six-month term
Just to name a few of my observations within the last 6-12 months since a member. Thought you would be interested in these client observations for your Corporate KPI (s) benchmarking or Performances versu competitors metrics?
Also have found 10-15 percent cheaper rates from companies that do not solicit for US Veterans Government preferences.
Thanks
Ernest DeBrew
[protected]

On 13 Jan 2023, my wife accidentally paid $1,278. After coming back from vacation on 18 Jan 2023, I called and informed the rep to return that amount to my NFCU account. The rep said that he will process it.

On 24 Jan 2023, I chatted online with a rep and found out that it is being processed and a check will be mailed to me. Then I called and spoke with another rep and was told that it is still being processed with due date of 25 Jan. USAA continues to FAIL their customers. This does not surprise me because this is not my first time. The mailing of the check will add another delay.

Every rep has different statement and confuses the customer.

NATHAN ANTONIO

USN, Retired

USAA# [protected]

Good Afternoon,

My husband (Isaac Boucher) and I are writing with an immediate request to cancel his auto-insurance policy. We have been attempting to cancel his membership with USAA for multiple weeks now, with no success, and continued automatic payments drawn from Isaac's checking account for a service that we are no longer able to access or utilize.

Isaac's telephone has been completely broken and destroyed, and he had to get an entirely new phone as well as phone number, from a new service provider. Because he got a new phone number, he has not been able to use the -8578 number to authenticate his account.

This has prevented Isaac from getting updated copies of his car insurance ID cards (which has prevented him from getting his car registered, and it is now past-due, or inspected), access his account online, or speak to any customer service representative about his account.

We have been instructed multiple times to attempt to "verify" his account without a phone number at usaa.com/verify , and have gone through that process many times over the last few weeks. Each time, we have had the same message: "Your information has been received and we will give you a call within 1 business day". This process has gone on for weeks now, and we have not received any phone calls from USAA, the account has not been closed, and we are still being charged for this service that we cannot use. We have attempted to call customer service ourselves multiple times to check the status of our verification, and no one has been able to provide us any information or to close his account successfully. Just this morning, I was told that I would be put on hold to address my complaint with a higher-up, and the USAA representative hung up on me while I was on hold. 

If Isaac were to get in a car accident right now and require USAA's insurance, he would not be able to make a claim. USAA has become completely useless to us. A few weeks ago, we signed Isaac up for GEICO car insurance so that he is not driving illegally due to USAA's negligence. However, now we are paying for TWO car insurance policies. Isaac has also requested with his bank account that they stop accepting any and all transactions from USAA, so that we are no longer charged for a service that we cannot use, and cannot cancel. His bank is unable and unwilling to do this.

Our only option at this point is to demand a closure of Isaac's USAA account immediately. If the account does not close, we will either be subject to continue paying for a service that we cannot use, OR close Isaac's bank account and risk serious legal trouble for "not paying our dues" to our USAA account. 

The way this business is being run is not only disappointing, but horrifying to us - knowing that this is supposed to be helping the veterans of our country, and it is instead putting them in dangerous legal and financial situations with no way out other than lawsuit.

Your lack of communication lines has made it incredibly hard to even find a way to file a complaint. I will also be sending this letter in hand-written form in the mail, and faxing it to three different fax numbers, because not a single customer service representative of USAA knows what I should do to formally complain about this process.

So, it is with all of this that we request Isaac Boucher's account to be permanently closed, and all auto-insurance membership / policies to immediately be cancelled.

Finally, if we do not hear a helpful response with moving forward on the cancellation of Isaac's account in the next two weeks (10 business days), we will be forced to move forward with further legal action against USAA to protect ourselves.

I sincerely hope this message is heard and respected, for all of our sakes.

-Nya Riddle and Isaac Boucher

Eastbrook, ME.