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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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3:02 pm EDT
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USAA Hail damage to my vehicle

It is shameful the way they treat retired employees! I have been told my car has paint chips from pebbles. That is completely false. USAA had an appraiser out to inspect my vehicle and said it was hail damage and he had another vehicle the day before with the same sort of damage and they paid for it. I have a $13.674.27 estimate for repainting my vehicle. USAA told me to get a quote and send it and they would pay the shop. Now they have submitted my case to SIU. I SHOWED THE HAIL DAMAGE VIDEOS REQUESTED. My adjuster and a manager reviewed it and confirmed hail damage. They are still denying my claim. USAA is not what it used to be. I want the damage repaired.

Desired outcome: USAA needs to take ownership of their mistake and USAA confirmed hail and sent the estimate to be approved and it was again declined. USAA needs to cut a check for $12,647.27 for my damages. I will pay my deductible

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3:21 pm EDT
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USAA Auto Customer Service

I tried doing chat-unavailable. talked to someone about the passenger window glass being broke. She was uneducated with how the policy works even though I explained USAA's own website as follows:

Window glass replacement is subject to your deductible everywhere except:

Florida.

Kentucky.

Massachusetts.

South Carolina.

I live in Florida. She told me no it applies to my deductible and then transferred to safe lite but I was told I was going to the claims department. Person who answered the phone it was a horrible connection on their side, but they wanted to play my phone even though I have been on it all day including talking to person before her. No resolution. No help. USELESS.

Desired outcome: Just wanted to know how to go about getting my passenger window fixed and how it would affect my insurance rates.

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7:05 am EDT
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USAA Checking/ savings account

Deposited checks via mobile option which is not out of the ordinary for myself. The checks were from an old 401k distribution (I was starting a new job as a government contractor and needed to pay upfront flights and reimbursable costs). As the deposits were made, I flew back to America to get my physical and then to my home of record to button up personal issues. By the time I made it back in the country of my work my debit card was no longer working, and I assumed from the amount of traveled locations.

The following day I checked my USAA account, and all balances show unavailable. So I call into the bank and no one can tell me why other than they froze the accounts. I spoke a very nice lady and went over ever single transaction (many were made to do everything before I leave my home from car repair to home upgrades and repairs.) USAA rep on the phone said ok lets submit an appeal. I waited two days and called back to hear my appeal was denied. I find out this time its because the mobile deposit I submitted from JP morgan was flagged as fraud. I over-nighted the physical checks to USAA and once received they still said no. No access to my funds and I wont be able to even get a check until 60 days after and I am still in Iraq.

Now my first check from work went into the account. My disability check just went in as well. I called to speak to resolution, and I told the rep "I cant pay my mortgage, my mobile bill, my utilities, and really anything else. I got a notice by email the following day saying No Fraudulent Activity found in accounts. I pleaded with them to just take a onetime deposit just to cover my mortgage and food of just 2000 USD to an outside account. USAA denied the request. Now that I am late on several payments this can affect my US Gov Clearance. This issue which I did nothing wrong has now hurt my name, credit score, and could cost me my job thanks to Stacy Nash of USAA Bank Fraud Manager.

Desired outcome: Please just close all my accounts and electronically trans funds to my outside account, or a one time transfer of funds to my family so they can have money for food and monthly expenses.

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5:04 pm EDT

USAA Auto accident claim response

My vehicle was in an accident on 5/28/2023 and I filed a claim through the USAA app. Monday being Memorial Day, I was expecting to receive a response on Tuesday. On 5/30/2023 I received a text and an email with a link to "Schedule an Inspection" of my vehicle, but when I clicked on either link, it took me to the USAA app which stated "My report was complete and no further action was required." I then sent a conversation to an Adjuster on the app under my claim asking if someone could contact me to schedule an inspection. I received no response. I called USAA on 6/1/2023 and told a customer service rep my situation and they forwarded me to an adjuster, which turned out to be the call center for adjusters. It eventually sent me to a voicemail, where I left my name and number for someone to call me back, and on the automated message it said someone would call me within four business hours, and that if I heard from no one, I could call the manager line. I got busy with work and forgot that no one called me back until later that evening. I called again on 6/2/2023, received the same voicemail, left my information, and again no one returned my call within four business hours. i called the adjuster manager's line and left my info, the voicemail said that someone would call me promptly, I waited over an hour and received no phone call. I called the adjuster manager line and left my info again. I'm still waiting on a response. i did enter in on my claim in the app that I wanted the other driver's insurance to pay for my claim since the police cited that individual for the accident, an I'm wondering if this is why I am being ignored?

I have been a customer of USAA for over 20 years, they were really good to me while I was in the military and overseas. They were really good to me a few years back when I was in another accident. It seems lately they have gone downhill. Is this how you treat your loyal customers?

Desired outcome: At a minimum, I would like for someone to contact me to schedule an inspection for my vehicle. This Sunday will be a week since the accident and i have heard from NO ONE!

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10:50 pm EDT
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USAA - Roadside assistance completely ineffective

On May 27, 2023, our daughter, aged 21, became stranded on an unknown but quiet neighborhood when her car broke down mechanically. My wife and I were out of state 8 hours away, so we requested roadside assistance through the automated process provided on their app on her behalf, and were told she would have a text message and a tow within 60 to 90 minute...

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2:18 pm EDT
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USAA Auto insurance

Auto insurance department representative and his supervisor just hung up without providing a valid policy answers that I requested. I questioned the validity for requiring my 21 year old daughter to be on my insurance policy when she lives in another state without a vehicle. The explanation I received was that she is going to be covered if she gets into an accident as "pedestrian" or as "passenger" in another vehicle or in public transit. The increase on the premium was from $2000 to $4000. When I challenged this by saying I didn't require USAA to cover for these types of coverage and it's not required by any state or federal law, they kept insisting that this was the USAA policy.

First, I didn't know or ask for USAA to cover for my uninsured daughter for aforementioned incidents. Just because my daughter got her license recently, USAA forced to put her on the auto insurance policy for the vehicle in Florida when she lives in New York, double the insurance premium. When I requested to present the written clause for covering for an uninsured family member, they could not present but merely repeated their talking points. Finally they said they will put my daughter on the policy against my will and requiring me to pay $4,000 vice $2,000 a year for one vehicle.

I called Geico right away and they didn't require that policy and was happy to take on my case. Now I'm with Geico and I'm thoroughly disappointed with USAA for their poor policy and unprofessional handling of this case. I've been USAA customer since 2001 and I think I'm now going to shop around for better companies to handle my properties.

Desired outcome: USAA must fix this predatory policy to squeeze money out of U.S Military Servicemembers.

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4:13 pm EDT

USAA Auto insurance

On 28 April 2023, I logged into USAA and requested an extension to pay my bill. It popped up in like a chat box, it asked me if I would be able to pay before 31 May 2023, I answered "yes". It said I was all set, I was not sure about that, so I made a phone call the same day. I talked to a USAA representative and explained to her what I had did on line, I asked her to double check to make sure I had more time to pay and also asked if I would be at risk for cancelation. She assured me I was covered and I would not be at risk of cancelation, I believed her. It was not until 4 May 2023, I was notified my policy would be canceled if not paid by 19 May 2023. I immediately called once again and this representative, she was very rude and did not want to help. I tried to log in on 18 May 2023. USAA system would not allow that, it was down or having problems. I tried the next morning still would not let me in, so I called and that representative started to be rude, so I was rude back. She said there was nothing she could do. She did finally file some reports to further up the chain. However that did not solve my problem. I had sent an email to Mr. Temeer and I have yet to get any response or results or anything from USAA. They created this problem and all I ask for is for them to reinstate my auto insurance so there is no laps in coverage

Desired outcome: Reinstatement of policy with no laps in coverage

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4:20 pm EDT
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USAA Auto insurance rate increase

I have been a member of the USAA community for nearly 40 years. I am 75 years old and a combat veteran. I have USAA checking, savings, home insurance and auto insurance. I have a perfect driving record. I drive less than 7000 miles a year and my vehicle is a five year old Ford F-150 pickup. I pay auto insurance on that one vehicle and my rates were increased over 25% since my last six month billing. This is absurd and should be illegal to have a rate increase of over 25%. As it was, my premium was very high at $647.98 for six months coverage. My current statement has gone up to $812.17. I called USAA and spoke with a very polite representative and was told the increase is because used car prices have increased along with parts and labor. I doubt seriously parts and labor and used car prices have increased over 25% in the past six months. I was also told little could be done to modify my coverage since any changes, when possible, would have too little affect. I am now compelled to shop around for another insurance company since USAA has gotten so out of hand with with their increases. I do not think USAA is close to being the same company they were even five years ago. It used to be an honor to be insured by USAA since it was for those who served their county and demonstrated responsible behavior. Now membership even is open to grandchildren who are related to veterans and have never served their country. When I asked about this, I was told it was because members had requested their grandchildren be eligible for membership. A more appropriate response might have been to say to the member their grandchild should consider serving their country. It appears USAA is watering down their membership in an effort to increase their income in addition to the absurd rate increases. Chester J. Ross, 1st Lt, Infantry, RVN.

Desired outcome: I would like an intelligent response to my concerns and an explanation for the ridiculous rate increases and opening the floodgates for membership. Thank you.

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Kai H
, US
Jun 26, 2023 1:42 pm EDT

They ARE ripping you off. My rate is about the same as yours but we have a 15 year old Yaris and a 7 year old Town and Country. I also am having my rates jacked up with no accidents. I was just searching for an email address to email them when I found this board. I am going to email them to fix this or I am finding another insurer for house and home. Even if I have to pay the same rate, just out of principle I will swtich. This is ridiculous.

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3:09 pm EDT
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USAA Checking account

USAA has stolen more than 10,000 dollars from my account due to faulty and incomplete fraud dispute investigations. They have not provided me prove the charges were authorized, other than stating things about IP addresses. I'm positive they don't have proof in the form of receipts or my signature, as the charges are 100% fraudulent. However, instead of USAA protecting me as a 14-year member, they basically are calling me a liar and saying the charges are authorized.

It is extremely difficult to speak with anyone that can help. I'm constantly transferred or told they can't escalate to managers, fraud dept, etc. I basically have to file a complaint and wait for returned phone calls that end up going know where. At this point, I would like to speak with the CEO or someone who could return the stolen funds to my account.

Desired outcome: Return the stolen money into my account.

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2:13 pm EDT

USAA Automobile car insurance claim in limbo

My complaint is that I have been getting the run around for over five months from the insurance adjuster Theran Green and his supervisor LaTonya West.

These two people have such poor communication with a customer in distress.

I was told that this would be paid for by my insurance company because after discussing the hitting of my fence possibly caused my air bags sensor to become in error.

I had a BMW loaner which I had to return because I could not get in touch with the above personnel and every time I called I was transferred back to their office and a call would come several days even months later.

This has been so frustrating to have the adjusters to laugh at me over the phone. I am at my wit end with these two and would like my car repaired.

Desired outcome: Car repaired - I am taking it to the car dealership on 5/17/2023 for repairs and I was told they would get back to me but I can not trust their words. I would like my car paid.

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11:02 pm EDT
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USAA Credit card

As a military member, we travel many times throughout the year. USAA used to have a program where you could list your travel destination, which they have removed due to their updated credit system. Every time that I have travel in over the past year, I have had my credit card frozen and usually toward the end of the trip when it is need to finalize getting out of the country. It happened again today, 15 May 2023, which I had to come back to a wifi area to see what is happening and verify activity. Mind you that USAA does not/NOT give any notice on activity. simply suspends the account. Other firms sends emails, calls, text messages, etc,. USAA just suspends usage, as what they did today. I had to go back to where I could get wifi and call in. Everything was fine and I informed the agent that I will be in country 12 more hours and need to make three more charges to the account. Obviously everything was fine with USAA until I had to make one of the three charges and again account is suspended. so again I had to drive an hour to get to area to call and again verify every password as I did previously to get my account activiated again and requested that a supervisor contact me for what is going on. wait four hours for contact and the supervisors failed (FAILED) to contact me regarding the issue. Makes me wonder why they state that I am a valuable customer for the past 39 years. no that I am in contact again with USAA on my dime and call in and request for supervisor, it is denied. Chicken squats on USAA being a highly rated and respectable company.

Desired outcome: Contact by supervisor. Reimbursement of the international calls (three) that had to be made. Reimbursement for the over two hour round trip to get into making a phone call to personnel too weak to speak with me.

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7:56 pm EDT

USAA Auto insurance

I have a classic truck which I have been insuring with USAA for 15-20 years. I only drive this truck in the summer for plesure and in Alaska that means about four months and less then one thousand miles.

Today I called to put my classic truck (a 1967 International Tavelall; a vehicle that is very similar to a Chevy Suburban) back on my policy. After I entered my info into the automated phone system, I was transferred to three different customer service agents before the last agent told me that USAA could no longer insure my classic truck because it only has a 13 digit VIN and all vehicles must have a 17 digit Vin to be insured at USAA.

I don’t understand I have been a USAA customer for around 30-35 years, made no claims on my auto or homeowners policies and now with no warning USAA will no longer insure one of my vehicles. I’m not sure how many tens of thousands of dollars my family have paid in premiums with no at fault claims; I have a few questions:

Why was I not informed of the upcoming changes in advance?

Is this what I can expect from USAA in the future?

Will USAA’s customer service continue to decline. (While looking online to see if other members were having similar experiences, I found a lot of complaints)

VR,

Robert Perkins

Desired outcome: I would like to know what changed at USAA that you will no longer insure this my truck? Also, answer the above questions

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10:43 am EDT
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USAA Auto insurance

My accident occurred on 04/14/2023. We filed a claim immediately & USAA determined it a total loss. Everything went fairly smoothly with the auto claim until 04/26/2023. On this date, the claim status showed an insurance check being issued. As of today, the usaa loan department has zero information regarding the insurance check. We have been trying to speak with someone in the insurance department about this since 04/30/2023. However, we always receive the message that we will need to speak directly with the claims adjuster. Wr have left several voice messages but zero return calls or messages. On the adjuster’s voice mail she states we can also contact her manage if we need immediate assistance. However, we cannot get the manager to call or message us back either.

It has been 4 weeks since the accident and 3 weeks since the insurance check was issued. The loan department has not received the check and we have not received the check so we would like for the check to be cancel & a direct payment to the loan be made ASAP! We have yet to be able to speak with anyone who can help us in any way. This is extremely frustrating & definitely unnecessary.

Desired outcome: Get this issue resolved as quickly as humanly possible.

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12:37 pm EDT
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USAA Auto insurance

Single car accident last month in Colorado involving my son. USAA will not provide him with an equivalent car. Claims management do not return calls or answer email. This has been given on for over a month. I am a combat disabled Vietnam veteran have been a 51 year USAA member and I recommended USAA to him and feel responsible and let down by USAA. Terrible customer service. Claim adjuster Joseph and his supervisor is Nicolas. Both are unresponsive. My USAA membership number is 873545.

Desired outcome: Get him the same make and model car immediately.

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11:47 pm EDT
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USAA Insurance

Like most USAA customers, I am and always have been a law abiding citizen. I also served 28 years in the military including frontline deployments. This is not a boo-who poor me post. Just a warning to my fellow USAA members. I pay my insurance bill to USAA every month consistently and I pay my annual vehicle taxes on time consistently. Well, every time you pay the taxes here in South Carolina they ask you if you have insurance and who the insurer is. For me its been USAA for the past 25 years here and no change in vehicles for the past 4 years on the wife's vehicle and no change in my Tundra for the past 12 years. The State doesn't apparently take your word for it and sends and inquiry to USAA to which they must respond and confirm your insurance compliance. Which in my case they only reported my wife's vehicle and not my truck that has been on insurance for 14 years with everything paid on time every time. So per the law here, the State declared my registration invalid and suspended my drivers license. Multiple phone calls to USAA were of no help and failed to fix the issue. Finally I had to visit the local DMV and wait in line multiple times to get the issue fixed. If I had been pulled over during that time, I could have been arrested and charged with driving under a suspended license. All thanks to USAA's incompetence. The very nice lady at the DMV that helped me correct the situation stated that this was fairly common with USAA. Please be advised and aware.

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4:46 pm EDT
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USAA Billing Department

For the past 2 months I have spoken to the billing department to update the expiration date of my Autopay credit card, as I keep getting denial of payment emails. I spoke to a supervisor again last month, who assured me that the 2023 expiration date had been updated to 2027. Autopay was denied again today.

After 50 years of membership I am disappointed to encounter this level of incompetence.

Desired outcome: Please advise me by email that this error has been corrected and that disciplinary action will be taken.

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Update by ptat
May 07, 2023 4:51 pm EDT

Kindly provide name and position of responding officer. No generic response, please!

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10:31 am EDT

USAA Loss of coverage with claim pending

Recently I was fired by USAA and hung up on. I imagine 45 years and no chargeable accidents had much to do with it. Unfortunately I'm being Gangstalked and have two claims to file due to their vandalism. I know my legal rights and will pursue them. I suspect that law enforcement illegally prompted my termination of insurance and it's coincidentally connected to the fact of USAA charging my credit card and not my bank account. In any event USAA went from $89.00 per month to nearly 500.00. I need my account reinstated as what was done is illegal.

Desired outcome: Reinstated coverage and initiate my claims while investing any non substantiated law enforcement intervention.

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12:38 pm EDT

USAA USAA selling cheap policies in NJ

I was hit by a NJ driver insured by USAA. Apparently USAA sells very cheap policies in NJ. Although this driver was ticketed and at fault, USAA only had to pay 5,000 dollars for my car and all the storage fees they racked up while I waited so far over 3 weeks. They had the police report and all the information and did not return calls from my agent to get an timely resolution to this matter.

Why is an insurance company allowed to sell such cheap policies? Can you even buy a used car for 5,000 or under today?

Desired outcome: Answers to my question and changes to USAA doing business in NJ

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5:10 pm EDT
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USAA Customer for 20 years member number [protected]

USAA refused to pay claim on damages caused by a leaking pipe on an ac unit in my attic. USAA only paid some of the cost to replace the ceiling in bathroom, but none of the cost to repair the pipe that was leaking that caused the damages. This has been the second time I have been disappointed with USAA insurance coverage. I few months ago they paid out a claim on an auto accident that had no damages to my vehicle or the other vehicle as noted in the police report. Also no injuries noted on police report but USAA paid out for a personal injury claim and never notified me until I noticed an increase on my insurance premiums. I would never recommend insurance from USAA to any of my military brothers or sisters.

Desired outcome: PAY THE CLAIM FOR MY DAMAGES

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Update by SMG James V. Horton
Apr 21, 2023 12:02 pm EDT

USAA will never pay out a claim, they just love to take money from our military members.

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7:06 pm EDT
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USAA Banking

My POA on my mother's account keeps getting revoked and nobody seems to be taking care of things. Within the last month I have only had access to my mother's account to pay her bills for 4 days. I am an only child, my mother is in hospice care, and USAA is making me run around in circles doing the same thing over and over.

March 13 I invested $150,000 in a CD at 4.5% interest for my mother whom I have POA for.

March 15 my mother's bank account that I have POA on became locked. I called and spoke to James and he assured me that the matter would be taken care of within 2 days.

March 17 spoke to Brook, she told me that I was not POA and needed to upload documents. Uploaded POA, Trust, 1st, 2nd, and 3rd trust amendments, certificate of incumency, as well as healthcare POA and last will and testament for good measure.

March 20 Amanda French called from Fraud Alert asking about information on where my mother's physical location was in order to verify the CD. I informed her that my mother is in a Hospice care facility and that I have POA and she didn't care, told me she'd send me an email with the information that she needed since I wasn't currently home. No email came. I called USAA and nobody I spoke to knew what I was talking about.

March 21 Amanda French called again, she told me to check my junk and spam folders because she had sent the email from her personal email account (sounded fishy to me). I gave her the name and address of my mother's hospice care facility.

March 22 9:34 am PST spoke to Bianca, transfered me to Whitney. They put a rush to move the documents that I had uploaded on my own account (mom's locked) to her account. Told me that all should be fixed in 2-4 hours.

March 22 2:44 PST spoke to Bobbi. She couldn't figure out what was going on. After 93 minutes she transferred me to a supervisor and I was disconnected.

March 23 7:07 PST spoke to Mikayla. She said previously revoke POA need to send a new one using the USAA.com upload it to enterprise and have it notorized using my signature and the lawyer POA for the notary.

March 23 1:22 PST uploaded using the banking option as there was no enterprise option.

March 23 1:36 PST spoke to Maylani, she couldn't acccess the documents. Transferred me to Banking. 1:44 Banking doesn't see the upload either

March 23 1:56 PST uploaded again, this time to the "I don't know" destination.

March 23 2:03 PST Tiffany still couldn't see the upload. She sent me a document request and I uploaded the POA to that at 2:13. She confirmed she got it and promised to stay in touch and keep me informed with updates of the case progress (never heard back from her) case #[protected]

March 23 2:32 PST called Amanda French xt 69347 after hearing that she had called my mother at her hospice care facility. She refused to speak to me.

March 23 2:40 PST Traci from USAA called and said the POA I uploaded was not valid because mom didn't sign. I explained I did exactly what Mikayla told me earlier in the day, and reminded again that cert. of incumbency mom legally can't sign. She told me to give them 4 days to review the cert of incumency.

March 27 7am PST Martina said she was notifying an underwriter to call me at his earliest convenience (never heard back from anyone)

March 28 10:34 PST spoke to Cathy, transferred to Amanda at 10:57. Amanda assured me that by 3:19 PST on the 31st the POA will be in effect but it could be earlier.

March 31 10:24 spoke to Alyssa, transferred to Susan from member resolution. Told to wait until end of business at 5:00 CST but that they will take calls until 10:00 that night.

March 31 4:31 PST spoke to Ebony. She confirmed the POA is in place and told me that it actually showed that it had been in place as of the 23rd. Helped me reset password but couldn't unlock the account for online access. Transferred me to Corey. Corey refused to unlock the acct. despite the POA and transferred me to Alicia at 5:26 PST. Alicia got me connected, confirmed everything was ok, and I was able to pay mom's bills again.

April 4 8:30PM PST received notification of dispute resolution in my favor, money refunded. I checked the accounts and the CD had $0.00 in it but the money was back in the money market. No dispute had ever been filed.

April 5 7:45 PST to ask what was going on with the CD. spoke to Rose, transferred to Jerry at 8:17. He told me I didn't show up as the POA that it had been revoked again and that he was submitting front row request to fraud dept. I had logged in to the account earlier and saw the CD was now not even showing where last night it showed at 0 balance. After speaking to Jerry, the account access was locked again. 9:20 PST

April 5 12:48 PST Denika told me the POA from the 31st was revoked again, refused to say why or by who. Tried to tell me to submit new paperwork, I demanded she move the call to a higher authority. Transferred to Maureen at 1:12 PST with the member resolution team. Explained to her what happened and that I don't want to go through the process all over again. She put me on hold while she looked over the documents. At 2:00 I uploaded the POA to banking and received confirmation, at 4:20 I uploaded the cert of incumency and received confirmation. Was told to call back in 2 days and ask for them to check the banking notes in my account.

April 7 2:38 PST spoke to Austin. He told me the due date april 11th, wait and call back in 4 more days. I demanded to talk to someone in the back office. Put on hold. He failed to find someone to talk to me. Transferred me to member resolution at 2:52 spoke to Qoydasha. She put in a rush request for 2-4 hours. Took my phone # both home and cell and took notes. Escalated it and promised someone would contact me within 2 business days. Said the POA should be good by Monday.

April 10 received an email 8:20 am from Pamela a customer service representative. She is researching what occurred and will contact me shortly. her xt 22065. Never heard from her.

April 10 11:20 PST spoke to Melanie. I called about the "request" for information sent to myself AND my wife (Bok Hee Star) that said if I dind't provide the information my and my wife's accounts could be blocked or closed. Cathy said she didn't see any missing information, no outstanding requests etc. While I had her, I asked her about the POA status on Mom's account. She affirmed that it had been restored (11:42 PST) I asked to get the account unlocked and was transferred to Kelby at 11:46. Kelby then transferred me back to banking again at 11:54 to William. William told me the POA was in effect, and then within 5 minutes he flipped and told me it had been revoked and that I couldn't get the account unlocked. He told me he could escalate the call but that there will be nothing that anyone could do about it. He mentioned seeing that it is in legal review. I demanded he transfer me to someone above him, and got Audry at 12:43. She said the POA and the paperwork were showing on the account. Tried to connect to Amanda French but got voicemail. Escalated again to bank POA guardianship and conservatorship team. Rush request 2-4 hours.

April 11 1:08 spoke to Liesl she reaffirmed that Audry will get back to me after she spoke to Audry. (still haven't heard from her). Legal review due to be completed on the 23rd. Transferred me to MRT and told me to request someone from member advocacy be involved. 2:11 call notes were copied to mom's profile. Told me that within 3-4 days someone will call from member advocacy high risk complaint. Gave me her extention 46193.

April 12 10:28PST Cynthia at XT 52863 called and spoke to me. Said she was submitting additional information.

April 12 11:34 PST Val called, talked to me and said Cynthia is above her when I mentioned that I had spoken to Cynthia earlier, and that I was in good hands.

April 13 Got another email from Pamela saying thank you for your concern we are reviewing the issue you raise, I will contact you shortly. Her xt 22065. Still have not heard from her. (same generic email as on the 10th).

April 17th Called cynthia at her extention 8:58 PST left a voicemail that we spoke on the 12th but I haven't heard back.

April 17th Called Pamela at her extention left a voicemail that I had received her email twice about her researching my concern that that she'd contact me shortly, but I still haven't heard from her.

April 17th called cynthia again 1:20 PST left a voicemail asking her to please contact me.

April 17th 1:31 PST called and spoke to Rachel. She confirmed I have POA and put me on hold while trying to unlock the account. got transferred to Chelsea at 1:38 who put me on hold while she checked to see what has been done. Came back and told me that it was still under review and she was researching further. After another 10 min hold she repeated that it was still under review since the 12th and that someone should contact me.

April 19 2:45 PST I again tried to contact Cyntha, Pamela, and Liesl at their extentions. Got voicemail for each and left messages to please contact me.

Desired outcome: I want my POA reinstated and not messed with so that I can take care of my mother's bills.

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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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Phone numbers

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

Website

www.usaa.com

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