USAA
reviews and complaints

I decided to go online to get a auto insurance quote, as I went to the website usaa.com/insurance I was asked to provide personal information date of birth, social security number, cell number, home address. I have never given my social security number out online; eventhough, I felt hesistant, I decided to do so to get my quote. As I am continuing with the process, I can only go so far in the website, and I get stopped by the website to contact a person, because the website can not process my auto insurance quote. As I call the 800 number, the person at the other end tells me that I have to create an account at usaa.com in order to see my quote. I create my account successfully and then I start to answer the following questions regarding how to get a free auto insurance quote. As I am answering the questions, I am married and USAA wants to know my wife's information, date of birth and personal information. I then called USAA and told them that I do not wish to add my wife's personal information, they told me that I can not get a quote without adding her. I was very DISSATISFIED with my customer service experiance. I do not feel comfortable giving out my social security number or my wifes personal information. I believe that insurance companies can still do bussiness without the use of social security numbers and creating unnecesary accounts to people that just want to know purposeful information. I feel ripped off by USAA because I don't want them to jeopardize my social security number and I feel by providing my telephone number to USAA I am going to get solicitation calls that I don't want. I feel thatUSAA should be investigated. Identity theft is on the rise, I don't want to become a victim.

My wife and I are going thru a divorce and I get to keep the home in GA.I called USAA and asked were to sent the payment.They gave me the loan number and city and PO box to sent it to.They gave me the wrong po box.15 days later a call comes from USAA asking for payment.I told them i had sent it thru my bank and they had it.They told me they did not have it.We called my bank and they told USAA it was sent and would send proof of payment.I called back to USAA to make sure everything was ok but now they could not find proof of payment so my bank sent another one.I called back again just to follow up and they could not find it again.So here we go again my bank sent another.I call back on the first of April to see what is going on and get told they could not find it but know it was sent because there was a note that said it was.I tell the guy"Look i was told by USAA not to make another untill this gets cleared up" I told him my next motgage payment is due now and would like to pay it and last months and when you find the lost money just add it to next payment>that will give you a month to find it.Later that day about 6 or 7 PM i get a call from USAA asking for payment.I asked the guy.WHY are you calling me?I made my payment 2 time its not my falt you people lost it.He tells me OHh.I see you did a payment by phone.Well I am calling about April payment.NOW I AM HOT.I said what?He tells me I am calling to see when you are going to make April payment.I told him .This is the 1st of April and i have untill the 15th to get it in and want to know why he is calling me about it on the first.(I know why they think they are not going to get their money) and I told him that.I also told him I was very unhappy with USAA and if his dumb BUTT would have red the notes he would not be calling me because I made 2 payments .One to cover the one they lost and the one for this month and they USAA still have one mortgage payment that is due me.I told him i was payed up to date and he said yes I was.POINT of story.USAA is just another big bank.Their clame to stand behind the people that served and serve in the armed forces is all crap.Well that may not be true.They stand behind them so far all they see is money they lose sight of the people THEY say they support.Joseph M.Acosta

I was rear-ended by a usaa policy holder - in the 3 days since, my ins co has had an adjuster come to my house, provide an appraisal, and a list of shops nearby that I could consider using for repairs - I have made several calls to usaa - once they are able to get in touch with their policyholder, and determine fault - they will let me know about an appraisal and repair. my issues are - their policy holder hit me and is at fault - I had to sit ion the side of the road with my crying grandson for 3 hours waiting for an accident report to be filed - now I have the choice of paying my deductible and having the repair done - or driving around with a big hole in my new car until usaa can speak with their policyholder and determine fault. I even offered to fax a copy of the accident report which reflects the other driver was at fault and cited for following too close.

USAA dropped my insurance today as a result of a single vehicle accident with no injuries. I called to complain about the customer service I received and received a return call later stating I was dropped. I have been with them almost 20 years. Thanks for nothing USAA. On the bright side, I received lower rates from another company when i checked around. They are great and don't complain about collecting your money, just about taking care of you when you actually need them. Former member 5288965.

I just got off the phone with harrassing USAA agent and I have experienced the same 15 or more calls a day, and I mostly ignore, but my Dad called me and said they were now calling him and he is 83 years old and doesn't need this. There is got to be a way to file class action lawsuit against this type of harrassment. I'm retired military and have been with USAA for more than 20 years. ANYONE READING THIS DO NOT DO BUSINESS WITH USAA! CONTRARY TO WHAT THEY ESPOUSE THEY DO NOT SUPPORT OR SERVE US SERVICEMEMBERS. I intend to divest all insurance, banking, etc. business with them as soon as I am past my current situation, and I advise all current customers to do the same. If you are even considering home mortgage, car, life, home owner's insurance or any business with USAA-DO NOT DO IT! You will regret it after one incident. It's truly a sad state of affairs. I wonder do the retired Flag Officers that comprise their Board of Directors know the extent of how they really treat their military customers, or maybe they are the one's leading the charge to harrass. Any attorney reading this and the many other harrassment complaints against USAA, you probably have a very solid case for joining us all together and filing a class action lawsuit against this reprehensible behavior!

I was just recently involved in a rear end collision with a lady that has USAA. This is a military insurance. For one they are hard to get a hold of and you can t even interact with them online at all. You have to a member. It seems like they dont want to help me in any way. I was the victim in this accident and I get treated like it was my fault. My boyfriend hurt his foot pretty bad and USAA says that because it isnt a major injury they wont pay for his medical bills or nothing. It was an injury that was involved in that accident therefore it should be paid for by USAA. Now he has to go to work and work on his foot and its not safe because he cant get nothing done about his foot. Now they are wanting to total my car out therefore Im left without a vehicle right now and Im pregnant and I have a month old son. They are wanting to give me a check for the book value of my car but I have to wait forever to get it. This will be the money that I use to get my new vehicle with. They offered us a rental until we get get the check but they wont pay for the insurance on the rental car; they should because this accident was not my fault. I would understand if I hit her but I didnt do anything wrong therefore everything should be paid for.

We were involved in an accident with a vehicle that has a branded title of "Lemon Law Buyback". USAA will not reimburse us with an Actual Valuation Report fairly as they are using a "Salvage Title" valuation report. USAA should not charge a full price of comp coverage if they only intend to pay out 1/2 the worth because of the title if the vehicle is involved in an accident. There are differences between the "Lemon Law" and "Salvage Title", why isn't there a difference in the Valuation Report. The Valuation Report provided by USAA has "Salvage Title" on the top. They offer no explanation as to why they took my money to get full coverage buy only offer half on a claim. Has anyone else had anything similar?

I was offered an acceptable refinance rate for my VA mortgage on my initial conversation with USAA and agreed to have them take $350 from my checking account. When they called to follow up the deal, they said that I didn't qualify for the rate I was promised and that I would have to pay a higher rate, which was unacceptable to me. When I told USAA that the new rate wouldn't work for me, they promised to refund my $350. Three weeks have passed, and they have not done so, even though I have called them numerous times. I was told that they do not refund this money and that they are waiting for the finance department to get a response. If you look on their website, they have no number for customer service or way to launch a complaint. They are obviously trying to make it hard for customers with complaints to talk to them. I originally had problems with USAA's mortgage department with my first mortgage with them three years ago, so this is not the first time I've had problems with them. It will be the last time.

My complaint is this. I have been a member of USAA for many years and I've always paid my bills on time, as well as kept an accurate checking account register, but the odd thing is, I always came out with money available in my account when I used my own checkregister in paper and with Quicken Online. Somehow, USAA manages to short my account and double charges me for debit transactions, eventually overdrawing my account and then charging me get this 29.00 for a 12.00 check written for a Tricare Copay when there was 45.00 in the account. Albeit a small amount but its been a tough year. But folks, 12.00 from 40.00 is 28.00. They charged me $29.00 and consequently overdrew my account with the overdraft fee. Has anyone else witnessed this? I'm changing my bank for awhile to see if its just me or if USAA is engaging in deceiptful banking practices. Up till this year, I've never really had a problem but I've always suspected there is less money in the account than my check register shows. I'm very good at recording all transactions, including debit cards.

Watch out for USAA Mortgage Services and especially for refinancing. I refinanced with them a year or so ago and had no problems. This time it was a frustrating and stressful experience. I thought maybe I was overreacting and going nuts, but after searching online and seeing the large amounts of recent complaints, I knew this wasn't an isolated incident. For any of you other USAA members, if you go to mortgage services take a look at the reviews for refinance. You'll notice that the reviews default to sorting by highest rating to lowest...pretty funny. If you sort by date posted, you'll see that the majority of the last posts are all 1 star.

My experience echoes all the other bad ones that have been posted recently.

Poor communication, several rescheduled closing dates, no notification of cancellations or last minute (literally) cancellations, and the terms trying to be changed. Just like another individual posted, USAA was so tardy in finalizing paperwork, especially documents and information that they could have and SHOULD have gathered weeks earlier, that it caused the rate lock to expire and they had the NERVE to tell me I was responsible for fees for rate extensions or I would have to re-lock a new rate, oh and the rates were much higher (Why would I refinance now?). Well after several calls with a "supervisor", telling them 1) I will not pay any fees 2) you will pay to have my rate extended 3) Get me in the loop or I am out and taking all my business away from USAA, communication became a little better. Oh wait, no it didn't, the supervisor blew me off, never heard from him again, and the NEXT manager in line above was the one that contacted me and seemed to get things back on track. Only then did communication reach the level of what I would expect from USAA or any other financial institution.

In conclusion, over experience was POOR, WAYYYY below what I would expect from USAA. Having seen all the other similar experiences, I am not sure that I will be going back to USAA with my mortgage needs if this is how their level of service has become. I am very disappointed with USAA. For anyone else with a similar experience and suffering the same frustrating lack of communication and the closing being drug out at the expense of changing around work schedules etc to meet signing dates only to be canceled last minute, make sure to keep bugging them. Ask to speak to a supervisor or manager, if that one is not helping, get the next one above you, and above all, if the processor tries to make you accept different terms to cover for their tardiness and errors, do not accept it even if they throw the "it was only a good faith estimate." There are plenty of other lenders out there, and if they don't want to honor what they agreed to or at least close, just tell them you want what you agreed to or you are terminating pursuing a loan with them...amazing how that changes everything.

As a preface, I turned to USAA after my local bank... I don't have words to describe it... Failed. A very long story that ends with in response to my questions about closing costs, ...Look I'm trying to get to the lake. Do you want to sign it or not? This was the branch manager.

I'm a first time home buyer in my 40's. Military. Back to school at 30. I heard about USAA through my parents but did not qualify until just recently. No problem with my credit.

First, USAA need more information and more verification. Loop after loop, hoop after hoop. It's been about 6 months and I don't want to recall to many specifics. Horrible.

Big picture; The closing date was moved multiple times. On at least 5 occasions, the date was extended because they needed more verification for VA (like you do on the first phone call) or their inaction led to the delay. Some of the time I could get my rep to level with me and say that they were at fault. Most of the time they were quick to place the blame on my Realtor, the seller, the seller's Realtor, myself, etc. I caught them in a lot of lies which includes today and why I'm posting (venting). How many times did I have to arrange and rearrange moving details? How many times did I have to call my landlord saying that it didn't go through again and the family that wants to move into his rental, that moved from out of state, had to live in a hotel until USAA could get the act together. I ended up moving the majority of the house myself because I had no idea when we would actually close.

Questions about closing costs. Seems such a simple topic yet, just like my local bank, I got misinformation, blame, inaction, different numbers, never a straight answer and passed on to the next person with no answers every time with numbers that never added up. I am engineer. I enjoy math. It should make sense.

Closing; The last attempt at finally closing, (how many time did we have to amend/rewrite the contract?) We told USAA how about Tuesday, Wednesday or Thursday of that week (that is actually in the contract!). We closed on the Wednesday, but, USAA would not release the money pending further VA verification (stuff that had been taken care of long ago). I had to call them persistently to get it done by Friday otherwise it may have taken a week or more because again they forgot to do something. I thought it was never was going to end and I was right.

Like today, I found the only way I could get them to do anything was to keep calling back until I got someone that would actually help me because supervisors have a 24 to 48 response time. Today, I gave up and asked to speak with someone about lodging a complaint and the customer service person was wonderful and actually fixed my problem (kind of) after trying for 2 hours. This is usually about the time it takes me to resolve these post mortgage issues.

Escrow; Again numbers changing, I found one helpful rep in this area just recently. Insurance, insured for more than 4 times what I am buying it for. Double billing which they quickly fixed. It really feels like they do these 'mistakes' on purpose because most people can't understand what they are doing, including myself.

So, today; November, I received a letter from USAA saying that my property was not split before the end of the year so I would need to pay the property tax myself. I received a similar letter from my title company. So, I called USAA it seemed like everything was good. They were reimbursing the prepaid amount that was for property taxes. That they would cut me a check for 1, 500 and some change. I paid the title company my share expecting a check and ... No check. Thanks for the early X-mas present. Called them early January, they have no idea what I'm talking about. Call back, call back, call back until someone does understand, but, no numbers now. They could not tell me the figure they said before. They said the only thing they could do for me is to audit the escrow account. Fine, how many days do you need. They need 5, I gave them 20. Today. No audit was done! Supervisor please. 24 to 48 response time? Unacceptable. There's nothing I can do for you. I'd like to file a complaint... So, I have this customer service person that fixes my problem (kind of) and told me the truth. The November number was arbitrary, no idea where it came from. The procedure is for the account to be audited. The notes on their system for November asked for the audit. She went on to say that they need the estimated property tax number from the local assessor before they could do the audit. I was never informed of this, ever. So, she told me to call up my assessor and get the number and fax it to her supervisor. And now the crushing blow. I call my assessor. She asks the sellers name. She immediately knows the property because a person (she even remembered her name) from USAA called them earlier to get the information I was in search of (a name which I had wrote down from the six or so people at USAA I spoke with today). USAA had a tax number they were using and it was that exact number to the penny. Are they playing games. I am really dumbfounded by all of this. Oh, she went on to say that there is a letter in the mail requesting that I obtain that information in order to be able to the audit. This kind of stuff is the norm. There is more stuff that has happened, like the insurance adjuster comes out 2 days after I move in. Really, USAA.

I am trying to move away from them, somehow.

USAA Federal Savings Bank advertises "Guaranteed" close dates on their mortgage loans: The guarantee means that they will simply pay $500 towards your closing costs if they miss your closing date. The problem: This "guarantee" DOES NOT apply to VA loans.

Please be aware that there is an asterick by "Guaranteed" on their website and either the loan originators are unaware or are not willing to mention this fact when financing a VA loan. It appears that they will focus on completing a conventional loan on-time (foresaking VA loans) in order to avoid paying the fee, but they are apparently routinely missing the dates for VA loans.

The realtor for my recent home purchase expressed serious reservations when she heard that I was using USAA for my VA loan. She mentioned they had several clients miss their close dates over the last 6 months when going through USAA. As this was my third VA loan through USAA, I dismissed her concerns and proceeded with the company I had been loyal to for over 20 years. USAA was given over 6 weeks to finish the loan process, but ended up missing the close dates by over 2 weeks. On the day before the original close date, they did not make it clear that they were not going to close on time, and this resulted in me unnecessarily traveling a significant distance and a prolonged hotel stay in order to sign documents that took USAA another two weeks to complete. This missed date required my sellers to agree to a 30-day extention on the close date, and would have allow them to back out of the deal altogether. Luckily, the sellers reluctantly agreed to the extention.

This is absolutely obsurd that USAA, a company originally designed for servicemembers. has completely forgone their original intent to cater to military servicemembers and their families. Though I have been an extremely loyal USAA member for over 20 years, I would greatly advise those needing a VA loan to seek out other opportunites at this time. They are admittingly overwhelmed with mortgage loans at this time, and will not guarantee close dates for VA loans.

Please be aware, and weigh these concerns before proceeding with VA loans through USAA.

I accepted a job as a Financial Services Representative with USAA after a background check that was completed by incompetent people who asked the same questions over and over and four different people who didn't communicate with one another and I was told I would be managing people's finances and their financial well beings-that specifically that would include the military and those stationed here at home and abroad who've put themselves in harms way for their country. I have also been a member of USAA for over 15 years and it was my understanding that they acted in the best interests of the military community and went out of their way to help service people. Imagine my surprise when my trainer who was a whopping 23 year old former CAGE FIGHTER with NO military experience and a running mouth that consisted of constantly reminding people that he was once a tough guy who would show up to work just like "Ed Norton in fight club with black eyes, a bloody nose and stitches in his ear" turned out to be the "Head of Training for the entire Financial Sector because he had sold some mutual funds and a few life insurance policies he was the head of training for the whole financial division for Phoenix Arizona which is an enormous training ground and his claim to fame was that he'd once turned in a life insurance policy he wrote for an officer with blood all over it. On the 3rd day of our training we were introduced to the "Head Honcho" of investments for USAA who was a retired LT. Col Aviator in the USMC. Imagine my surprise to find out that he was not even a Registered Principal or Series 24 which it was my understanding he was required to be. So there I sat with the top man for USAA in Phoenix Arizona with more licenses than he had after only four years in the business. The worst part was yet to come when both of these idiots told all of the new salespeople they hired including myself that it didn't matter if we were Registered Investment Advisors, we were "Forbidden from making any recommendations" to their people. In other words, as competent, FINRA Registered individuals, if we thought that an investment decision was a wise one we would be fired immediately if we shared it with any of the military, their families or civilians we spoke to. This just blew me away. On top of all of this and after being told a pile of lies in their interview process about my career and what I would be doing, Cage Fighter ### informed us that we could only sell life insurance and USAA's 6 mutual funds to the people we talked to on the phone. Never mind that I among many others had more experience in my pinky than Cage Fighter Broker had in his entire body when it came to investments, it is USAA's policy to push only their own products on people, especially their life insurance which they sell to people who already have the Serviceman's Group Life Insurance by trying like all hell to scare the service member or his wife or husband (i.e. whomever has the power of attorney) into buying more life insurance than they will ever need. The more policies you sell, regardless of suitability, the faster you are promoted, the more you get paid and the greater your chances are of having a job the following month. Not only that, but their management actually has a stopwatch they use when you have to go to the bathroom. I'm pretty sure that if Arizona wasn't a "Right To Work" State that this would violate multiple laws especially if you happen to be one of millions of Americans with any type of stomach issues. When I brought my concerns to HR, I was laughed at and told I could quit my job if I wanted. USAA has their own staff of nurses on the property so that if you claim to be sick, they can violate your rights and physical space by examining you first before you go to your own Doctor. I was sent home several times by their staff of nurses because of stomach issues and not being able to use the bathroom when I needed. What caused me to quit the company immediately was when the head of the Financial Services Division told us that we should have no problem selling "anything to USAA members" because, "They trust us, they love us, and will buy anything that you recommend." This is out and out FRAUD and illegal according to the Securities and Exchange Commission and the Financial Industry Regulatory Authority but will never be prosecuted or investigated because of USAA'a ties to the military and their lobby in the US Congress. As a Veteran of over 15 military bases and a plethora of military contacts, I can tell you that is it wasn't for these longstanding military ties, USAA would be a pathetic, broke company instead of the behemoth they've become because of recommendations made by military supervisors in positions of authority who believe that they are acting in the best interests of their troops both men and women fighting for our freedom while USAA basks and bathes in the service people's money and claims to act in their best interest by denying their sales force the right to recommend products and services that are actually needed. They also claim to be the cheapest and best insurance for the military when in fact there are plenty of insurance companies (AMICA) who have fantastic ratings and just as good of prices. All I can say about JD Power & Associates is that there is no way they have taken into account all of the complaints listed on this website or the accusations of fraud perpetrated by USAA on their unknowing customer base who really do trust them. The worst part of all of this is USAA is a bank, a brokerage firm, an insurance company and an officially recognized friend of the military community. Remember Service People that I was told as an official Employee of USAA that you will buy ANYTHING I RECOMMEND TO YOU JUST BECAUSE I WORK AT USAA! This is the most dishonest pile of garbage as well as an illegal monopoly of goods and services provided to the US Military that I've ever seen or heard of taking place. After 15 years of doing business with USAA, I will not be anymore or ever again. I would encourage you to check out these allegations for yourself and not just do what your First Shirt or C.O. tells you to do. USAA is a fraudulent company and will do absolutely anything to turn a profit. On your first day, USAA shows you a video with lots of pictures of the military and the burning Twin Towers at Ground Zero. They say that even though the pilots of those jets had incomplete insurance docs from USAA that because they are such a fantastic company, they paid out the policies anyway! They make you feel like if you don't support their garbage then you are not a true patriot and that you do not love your country! Cage Fighter Financial Trainer guy, The lead trainer was quick to jump on this bandwagon suggesting that anyone in the military who didn't take advantage of their products and services was "stupid". In addition, if you are a Rep at USAA who has sold an insurance policy to someone who is hurt or is killed in the line of duty, you are given, additional money, days off and a pair of dog tags with the deceased person's name on them making you feel as though you've committed an act of heroism. What about all of the people who purchased unnecessary policies from them because they were jumping on the bandwagon or feel as though they have no choice. I defy USAA to come up with 10 or more names of insurance policies they've paid out on since 9/11 because it didn't equal a fantastic opportunity for them to look good in the press. Remember ALL of you enlisted folk out there, USAA was a company only for Officers and refused to have anything to do with enlisted folks because their business and their lives weren't valued enough to be taken care of. Once their think tanks realized the business and the dollars that were being lost as a result of their failure to provide or offer services to Enlisted Folks, they opened their doors far and wide. For the record, you no longer have to be in the military AT ALL in order to have a bank account or invest with USAA...Only for car insurance. I write this to everyone in the military and ever customer of USAA so that they can see the fraud that is being visited on them. Use your heads people! Look at all the complaints here! One other thing, recently I was involved in a high pressure sales situation where I was told "if you should lose your job or be laid off for any reason, we will make your car payment for you for six months. This was the only thing told to me without any other exception. They then buried in tiny little print in a document that looks as though it contains only your car loan that you must have been paying on this agreement for 6 months before it is actually valid. This agreement was costing me over $30.00 a month and not once was it ever mentioned to me about the six months. Why on earth would I buy protection for a loan that requires a six month waiting period during these turbulent economic times. STUPID! After confronting every person and member of management I could, right up to the USAA Bank President, I was told that they would refund my money for the policy but refused to pay out on it because of the small print... Because I actually trusted USAA. I lost my job through no fault of my own-they laid me off because of my health and then refused to pay out on something I was counting on for the economic welfare of my family. USAA is a money grubbing, waste of space company who uses their ties to the military to look as though they care but when it comes down to it, you mean NOTHING TO THEM. Remember that the next time they give you a 3-5% year end bonus check while they pay their handcuffed employees 10-(last year) 18.99% bonuses. Take a look at the other people who've been ripped off here! Even if you write the person's name down that you spoke with, the chances that they have quit or that USAA simply erased that call so they didn't have to answer or stand behind their employees crap is highly likely. My advise, having more licenses than USAA's Senior VP of Financial Services would be to look elsewhere for your retirement, financial and insurance needs.

I was involved in a car accident with a person who is insured by USAA. I did not get a ticket as the accident was not my fault, so I went about calling USAA to make a claim. First they told me it would be upon my insurance to cover the cost of a rental car. I got a new representative at that point who told me the first one was wrong.

They told me to go to Enterprise for a rental car, but being 23 and TRYING to keep out of debt, I don't do any type of credit cards. This means I was unable to qualify for the rental car. So instead they agreed to send me a whole $30 a day to 'cover my transportation costs'. They told me the 'check was in the mail' on the 22nd and finally on the 30th, after not getting a check this whole time, I called them and they assured me it was actually sent out on the 27th!

The whole time I've also been waiting for an adjuster to look at my car and decide what the damage is. The accident happened on a Tuesday before Christmas. They said "someone will be down within 48 hours" so the following Monday (6 days later! christmas was on saturday) I call to see if the adjuster guy got lost.

My phone had been shut off in the mean time, I had to pay the tow truck the last of my money to get my car dropped at my house instead of a yard, so when my phone bill came due I couldn't pay it. I called (from my brothers job) on Monday to tell the people all of that, and to just stop by my house, seeing as I had no car and it was a shared car the whole family was using, we were all stuck at home and somebody would be there. I told them "just stop by". So they called my 'extra contact number' two hours later to let them know they couldn't get a hold of me and would try again the next day, because my phone was off.

I called, and told them my phone was disconnected, and they contacted my grandma to say they couldn't get a hold of me.

The next day the adjuster guy shows up, takes pictures of my car, and promises me an answer within 48 hours. 3 days later I finally get a hold of the person 'handling my case' and he tells me that there was an error when the adjuster was sending him the report and that I might get lucky on seeing any progress by the middle of next week.

Thank you USAA

I agree, you deserve the highest ranking customer service satisfaction!

I'm just thankful the last person who hit me had a better insurance company, because this is just crazy getting the run around like this. Very unprofessional.

I've been making regular bi-weekly payments to my credit card company. These payments were always 25=50% of my total balance. There has never been a problem with my payments, for example an insufficient funds issue. They're always good payments. Now they've put a 7 day hold on my payment. Why? Because I'm making large payments too often. All I get from the people who work there is the company line.."we reserve the right to hold your payments." Ridiculous. After I complained, I was told that all of my future payments will also be put on a 7 day hold. I would not suggest anyone go to USAA for a credit card. Their customer service is on par with a herd of goats. The people who work with the public are miscast and lack any shred of interpersonal communication skills.

I have been a USAA full service customer for over 20 years. 20 years of great service, but this last experience trumps every year of previously good track record. My car was stolen from the parking lot of a mall. I reported the theft to USAA and was told that my claim would be resolved if the vehicle was not found in 2 weeks. After 2 weeks and 3 days I called not having heard anything from USAA. They told me that they started an investigation, which lasted over 90 days and resulted in the sale of my vehicle by the tow lot that recovered the stolen vehicle. During those 90 days, I used my 30 day rental coverage sparingly, not knowing when this was going to be resolved, but certainly not expecting it to take 90 days. I was dismayed when I learned that my vehicle was sold by an unscrupulous tow company and even more so when the investigation was not immediately resolved when it was learned the tow company had my vehicle and sold it.
I asked USAA to cover the additional 2 days of auto rental ($63) that I incurred in light of an unresolved claim that lasted well beyond the 2 weeks, well beyond a reasonable 30 day period, that left me without transportation or a settlement and subsequently threatened by job stability. They refused to pay the extra $63 saying that the investigation is not an unreasonable delay... "it is their job and duty". I was very angry with this lame excuse. Then I found out after the investigation was finally closed that the reason for the investigation was that I told them that I was at sears when the car was stolen, but the police officer wrote in the report that I was at the movie theatre.
After 3 months of cat and mouse with these USAA bozos (me asking what the issue is and them refusing to come out with it), no one had the decency to ask me about the discrepancy! THEY did not realize the Sears and the movie theatre are right next door to each over (less than 30 feet apart). Since the Sears was closed I had to go to the theatre to have them call mall security. So Mall security told the cop we called from the theatre. Obviously that does not mean I was AT the theatre! But even so, tell me please…. It took them 90 days of investigation to determine that the Sears and the theatre are next door? Wow, when all they needed to do was respect me enough to just ask the question. If that is not an unreasonable delay in resolving my claim then any investigation is carte blanch for them to stall settling a claim for years. NOW I AM LIVID! They won’t cover a stinking $63 after making me wait 90 days!
I am a fulltime student working a fulltime job and lost over $30, 000 in car and contents. I have been temporarily homeless, hungry, and living off of free happy hours and work lunch doggie bags waiting for this to be resolved - I have had to spend my savings, a large part of each pay check and even had to go into debt in order to replace key items, the stolen books, computer, and technology devices for my course of study... all because some idiot didn’t realize the sears and theatre were in the same place and never had the decency to ask me to explain the APPARENT and very insignificant discrepancy! My car was stolen and all my stuff in it. Who cares if I was in one building or the one next to it, when I came out THE CAR WAS GONE! If I was going to make this up don’t you think I would lie consistently Sears or the Theatre, or do they think I am just stupid after having been a customer for 20 YEARS!
I am not even going to get in to how they screwed up and let the tow company use my documentation to sell my car out from under the noses of USAA! That’s an entirely different chapter of incompetence.

Usaa federal savings bank, customer service has left the building.

Funds on hold.

I have a great credit score, I have never had an nsf and have never miss a payment on my insurance or credit cards, I consider myself a great customer of usaa. Now for some reason they are placing funds on hold to every check I deposit. I have been in contact with customer service and they will not give me a straight answer or the reason this is happening nor will they release funds on hold. I work hard for my money and I do not want to wait another 5 days to have access to it. I have had to run up credit cards and use money in savings because of this situation. I feel as if it is a slap in the face from a good friend as I have always been a great and loyal customer. I will never recommend this bank to anyone ever again and I am in the process of cutting all ties with this bank. Do not do business with usaa if you are looking for a bank.

I am unable to make payments or check my loan balances online because USAA is refusing to grant access through their technical support group. After completing Ch 7 filing and reaffirming two car loans (combined balances are less than $13k) USAA canceled the security codes that are required to access the "make payment" part of their site. I have repeated tried the "work around" that the technical support group suggests, to no avail. As a result, I have no way to know due dates, loan balances, dates amounts were applied to my accounts and the breakdown of principal/interest. They also refuse to send amortization schedules and invoices for payments due. Having been a loyal USAA member since 1983 I am livid. I spoke with "Rachel" and "Jason" this morning at USAA in a last-ditch attempt to get this resolved. All I want to do is pay the bills for the car loans.

Usaa: poor customer service, just another big bank.

I was a member of usaa for 7 years. I had a car loan, credit card, and checking account with them. I also had all my bills set on auto-payment through my usaa accounts.in june I lost my job. I immediately called usaa to notify them of my situation and loss of income in an effort to head off any financial problems. They deferred my car loan for 2 months, and were not really interested in my job loss.
Over the next 3 months, my accounts became past due and usaa began to call me and harass me wanting their money. Telling me “you took the money, so now you have to pay it!” I repeatedly called and tried to negotiate and work out an arrangement. Usaa wasn’t interested. They did not care that I had no income, they just wanted their money.
I finally found work, but my income was 25% of what it once was. Again, I contacted usaa and tried to work out a payment plan or to refinance my debts at a lower payment. And again they were not interested. Instead they transferred me around the corporation and twice to collection departments that said “you owe us, give us our money” at this point I was not even 60 days past due!
It seems to me that usaa would rather use their collections agents, repo a vehicle, destroy my credit, and receive zero dollars than refinance an existing loan that would make them more money! Their collections people were not interested in helping at all. They yelled at me, tried to intimidate me, and were rather impolite. Usaa was very unprofessional and has proven to be just another big bank. They could care less about its investors, members, and their financial situations. Not only would I caution everyone I meet to avoid them at all costs, but should I go back on active duty, I vow that no usaa representative will ever set foot on my post nor speak with my troops. Soldiers, servants of our great nation, their families, and people deserve better than usaa!

John krum
Former usaa member

My husband and I were very excited to be purchasing our very first home. Ofcourse since we bank with usaa we decided to get a home loan through them as well. With some minor adjustments to our credit we were aprroved. Little did we know what a nightmare we were getting into to usaa morgage dept. We were assgined the absolute worst loan processer that could work for usaa. We started this whole process july of 2010 needless to say it is the being of october and we still have not been able to close on our home. All this could have been avoided if only our loan processer have taken the time out to actually work on our loan instead she was out of the office weeks at a time. And never called us back when her voice mail clearly says "I give callback within 24 hours".. Such a lie. We are disgusted with the service that we have recieved from usaa. It has taken everything breath of us to try and close on this house if its not one thing its another with usaa. I just now got off the phone with usaa and because it is the begining of the month usaa has to go back and review all of our paperwork and update everything once again. So our new estaimated closing date is oct. 16th. Finally we have had enough with usaa. We just canceled our loan with them completly. If you are smart you will not get a home loan with usaa. They will give you the run around in everyway possible...