USAA
reviews and complaints

I have been on a monthly auto-pay with USAA for years. I get notifications for the past several months the monthly payments have been around $320.00. When our annual policy renewed USAA Insurance keeps telling me that the monthly payments are still the same. February 27th a monthly ACH for auto policy processed against my USAA Checking account for $1, 289.00 instead of the normal amount. This put my USAA checking account in overdraft so they returned the item to USAA Insurance and charged me a $29.00 overdraft fee.

I called the USAA Auto Insurance people and was told that they saw the $1, 289.00 ACH was returned. They said the amount should have been for the $321.00 amount. They said they would elevate the problem for resolution and I went online and made the regular monthly payment.

On March 27th the USAA Insurance again processed a payment for my auto insurance to the USAA checking account for $1, 289.00 and it was again returned and checking was charged another $29.00 fee. I again called and was told that the problem would be elevated and to wait until this Monday or Tuesday to see what happens. This morning (April 6th) I got a text message from USAA Checking saying my $1.289.00 ACH was being returned (it was reprocessed again) and an additional $29.00 overdraft fee was charged. I chatted with USAA and was told that I needed to talk the checking people to try to get a refund for the additional fee. I was told that the monthly payment of $321.00 was the scheduled payment and there was nothing anyone could do to stop the monthly $1, 289.00 ACH's processing because in the Insurance billing data on my auto insurance account it already says the monthly payment is $321.00.

I went online to USAA to see if I cold make a monthly payment for $321.00 but the new and improved (NOT) website will not let me make a payment because the returned payment has not gotten into the USAA Insurance data. I do not know what to do at this point. I do not know if my insurance will be canceled.

I feel it is time to file a formal complaint with the Colorado Department of Insurance alleging fraud. Then find a new home and auto insurance provider and then cancel my home and auto policies with USAA. I also believe I need to go to one of the news organizations and tell them what is going on at USAA.

Chester D. Hale
6871 Level Land Dr
Colorado Springs, CO [protected]
iPhone: [protected]
Home Fax: [protected]

Travis Banks Policey#035722932g71027 On Feb. 9, 2021 my Wife filed an insurance claim involving an accident. Not to mention being told that she hadn't selected rental coverage, and after challenging it and asking to hear the recorded phone call of when she started the insurance, all of a sudden USAA could not find the recorded call. Moving on, today is 4, 4, 2021 approximately 2 months after the fact of my Wife first filing Her claim and the vehicle still has not been repaired. This has caused a major financial hardship on my family. Which not fair at all. The other party involved vehicle was fixed in 2 weeks. here we are 2 months later, minus rental coverage and still waiting. As a US Veteran i feel ashamed to be represented by USAA. I will be sure to inform all the Veterans i know about the final results of this case.

Called for a breakdown on why my homeowners was going up 25%. Wanted a year over year review. Customer service agent could not provide, kept default long to re-rating in Pennsylvania.

Cost increases are being passed on to us for all the expenses with TV ads.

This is not the USAA I joined over 40 years ago. Quality is being sacrificed for quantity.

I would like some executive to review my last telephone call over 30 minutes to understand my frustration. After all, they're recorded for training purposes.

And, I'm still waiting on documents promised? Where are they?

I am disheartened and saddened with the difficulties I've had with USAA after the passing of my 82-year old father... a USAA member for 58 years (Captain U.S. Marine Corp)! As executor of his estate and providing that information a full month ago, all I've needed for the past 2.5 weeks is a copy of two year-end credit card summaries to prove payment and prevent a non-existent debt from going to collections which will require me to a) hire an attorney and go to probate court b) file affidavits and death certificate with the collection agency and c) remove any liens that may be placed on his property.

USAA agrees I am entitled to this information but:
- they sent it to the wrong department and had to re-request it a week later after I contacted them
- told me (unsolicited by the way) the new request would take one day which I then told the creditor
- receiving nothing after a day so I called in only to be told it would be 3-5 days and there was nothing that could be done
- kindly asked to speak to a manager so I could explain the urgency and they refused to come on the phone and was instead told there was nothing they could do as it was in a different department now (which I wasn't provided info on how to contact)
- tweeted out my frustration and was contacted by some autobot requesting my full info which I provided
- having heard nothing after another 24 hours I replied to the tweet and received the same autobot requesting the exact same info which I AGAIN responded to
- received a phone call during a meeting today (therefore couldn't take it) in which the person read a canned response of 'on behalf of the CEO's office I'm calling to inform you we have received your concern. We are experiencing high volumes and will have a subject matter expert address your concern. Thank you very much for being a member of USAA and have a wonderful day". They left no call back number, case number, etc. with which I could return a call.
- finally, direct messaged the CEO Wayne Peacock on LinkedIn (of which we share 2nd level connection) only to yet again here nothing but silence.

Despite my sharing screen shots of all this, the creditor has informed me they are filing tomorrow and instead of properly being able to deal with my father's passing I'll be forced to deal with them.

We are in the middle of a move- in the middle of winter in Colorado. My husband is in Denver for a prosthetic appointment and I am in the Springs with our two boys, one is a toddler and the other is autistic.

I stopped to get gas after making a trip to our home and my card was declined. My online access was restricted- as was my husbands. He needs gas to get home and I can't get across town without fuel, either. I call customer service and they inform me that fraud has frozen the account and can't be reached, and it takes 3 business days. I let her know that I had increased my card limit the day prior to make a purchase furniture and the lowered it immediately after the transaction. I provided the time, location, and amount of the purchase and could provide a receipt. I also deposited 3 checks, all of which i have documentation for.

She noted it and simply said, "i am sorry I can't do anything for you."

Meanwhile, I am stranded with two kids, no food, no water, and no access to our savings and NO explanation or warning from USAA. I will be seeking a class action suite against them for damages and endangering my family in the middle of a pandemic. If I didn't have the habit of keeping some cash on hand, I would be in the middle of a snow storm with no way to get home and two kids. I had enough to get gas in my car to get home- that is it. But still have kids to feed and child who needs therapy. This is unacceptable to do to people, especially now.

We will no longer bank with USAA and from what I have come to know- this is common practice for them.

I am a Customer Service Representative for Allstate Insurance. Our insured, Andy Nguyen, was in a vehicle collision with your insured Consuelo Pena Ramos Policy #025084426G71013. Accident date 2/12/2021 in California. Pena Ramos was determined to be at fault by law enforcement at the scene.

Claim adjuster Sunshine Fudge has not responded to emails or voicemails regarding this claim. Our insured needs to use his car for work and cannot drive his vehicle, due to broken headlights and front end damage.

This is extremely unprofessional to not respond to a claim, especially when your insured is at fault. This is unacceptable.

I will file a complaint with the department of insurance if this is not resolved ASAP. Our insured has no collision insurance, so he cannot file a claim with Allstate.

We haven't been happy with USAA for a few years now. Their service has went downhill majorly. Still, we hung in there with our joint account. When I needed to open up a personal, me only, account so I could better track my money I make from being self employed the woman who helped me set up the account had no issue with it. It was my money, not my husband's. Just because I wanted it separate to be able to track things easier past the cluster f* that is the other account doesn't make me a bad person.

A few weeks ago a different woman got on the phone with me and asked me all sorts of personal questions about my "business" that I had. Some of it was none of her business, to be honest, but I was polite and explained what I did for a living. (Graphic art, usually.) She then informed me that USAA doesn't do business accounts and unless I showed some personal use for the account they were going to remove it.

Yes, I'm self employed. No I don't have a brick and mortar business. I freelance and sell stuff on occasion as shows. I'm a freaking artist. As for spending: that account rarely saw activity in the first place because I've hardly seen any money this year. If you looked at the account you'd see a couple of charges at places like Michaels. Not a lot of activity. But then again, not a lot of money. It was just my little account where I did my own thing and kept it separate from the other mess. My "business" account, but if you look at it seriously - who the heck am I going to write a "business" check to? Just because I needed it to keep spending a bit cleaner? It was just a personal side account that a USAA rep helped me set up that someone ELSE took offense to, I'm guessing because she needed to learn to mind her own personal business. Typical in this day and age.

Today the account is gone. They just took it. Fine. Except THEY TOOK MY HARD EARNED SAVED UP MONEY WITH IT.

THEY STOLE MY MONEY. Happy f***g Valentine's to me.

Was it transferred to one of the other two accounts? No. IT'S JUST GONE.

It took me WEEKS to get that little bit together. I was going to buy a bean bag chair. (IS FURNITURE PERSONAL ENOUGH FOR YOU OR DOES IT NEED TO BE SOMETHING INTIMATE AS WELL?!?!)

On 2/1/2021, I spoke with 3 different representative about the amount due on my auto insurance policy, which reflect a credit, however, I was told I owe $407.

Also, the credit of $290 has to do with rental insurance, I have not had anyone to explain, why I owe $407, when there is a credit on the account for $290.

My auto insurance renewal is due for roughly $1500, as of today, I paid $1100.

Angela Hatcher-Murray
[protected]@gmail.com

On january 15, 2021, I sold my car for $2, 025 usd to a car buyer called peddle. I deposited a paper check for it via the mobile deposit tool in the app. $200 of it cleared immediately. However, a few days later, I attempted to spend more of it and my card keep declining. I called the bank for the first of many times, and they kept telling me that the check would bounce. Days passed, and on my end, the check cleared. Not only did the funds remain in my account, they began to collect interest. I called usaa more times, delivering requested evidence from the people who bought my car and their bank. I still received no updates and my bank account is still frozen. I spoke with them this morning at around 5:20 am to see if I could get any more results. All the member of the executive resolution team could do was submit a request for the fraud team to review the account with no way to contact the fraud team directly. She said that the fraud team would review the request in up to three business days, which means I would hear back from them by thursday. It's been nearly three weeks of this. I will attach the documents I used as proof that the check would not return. Thank you.

1/12/21 — After trying to register for a USAA account membership, was told I already had an account. (I don't recall ever actually opening one). When trying to authenticate me, they had tech issues and asked me for photo ID. This was sent the same day on their verify site. They said if I did not get a call by 1/14, to call back.
1/14/21 — Rep said the email on "existing acct" did not match any I was giving them. I did give current phone # for them to call, but never received a response. Rep said it could take longer to process photo ID verification and to call back 1/15.
1/16/21 — worked on 1/15 so gave them an additional day to resolve. On this call, went through 2 reps who kept asking for phone # and email attached to the account… Which I never recalled opening. They have my SSN, current photo ID and current phone #. We finally narrowed down the phone # used on this "acct" however, it's from 18 years ago and I no longer have it. They again said the authenticator may be backlogged and to try back 1/19 if no response received… Due to holiday on 1/18.

Why is a company offering free lifetime membership so hung up on security verification by phone #s and emails which change all the time? Again, they have my SSN and state issued ID... this is more secure than email/phone.

My accounts have been suspended and I have no way to access the funds in my account. I spoke to a representative from the executive services department and was informed that due to my account being investigated for fraud I will not have access to any banking services for up to three days or until the case review is completed. The representative said that nothing could be done to expediently resolve the situation. How am I supposed to take care of living expenses for my family until then? I need access to my funds immediately.

I have had a great relationship with USAA for two years. However, two days ago, "glitches" in their system has caused both my checking account and credit card to be temporarily'frozen"

In the last eighteen hours, I have had to deal with eight USAA employees, none of whom have been able to fix their mistake

Even after been put on hold for what seems to be hours, nobody has been willing to "own my problem" but keep passing me off to someone else

In all of the employees I have dealt with, it doesn't seem to matter to any of them that it is the week before Christmas

I just hung up the phone with Daniel who has said that he can't fix my problem but will be glad to refer my problem to a resolution team

However, they won't be able to call me before Tuesday

I am old enough to remember a time when you had a problem with a company, one employee stuck with you and worked the problem until it got solved

At USAA, those days seem to come and gone

My car was in an accident on September 25, 2020. The driver who caused the accident carries USAA insurance. Today is the 5th of October, and I have zero contact from USAA. No rental, no appraisal for damages. Nothing. I called today to get some information, and spoke to Israel. Who was VERY rude. And spoke to me as if I was to handle it myself. I can see I will have to get a lawyer to get any progress. Meantime, my car is still impounded. $ I am paying insurance on a vehicle that looks to be totaled. $ Finding rides to work $... why is an accident that was not my fault a financial burden to me? Because USAA is uncooperative and taking their time... Shame

Disappointed

I lost my debit card and then I noticed fraudulent charges being made on it. This was back in 2016. I Logged out and try logging in again and it wouldn't let me. so I called customer service to see what was going on and all they said: "they are refusing to do business with me". All my accounts got closed and every time I call, they cannot tell what the reasoning behind them closing my accounts. This was back in 2016 and up to this day, I can't get an answer as to why my accounts were closed. All I need to know is why they did this and how to get my membership back.

My grandmother who has dementia and alzheimers had some accounts with USAA back in 2016, and one account actually had some money in it. She received a letter from USAA stating that if she just signed their form, they would send her the little money from the account. My grandmother is in no condition to do anything anymore so she gave me power of attorney over her accounts. I was battling with USAA over my grandma's money for 2 weeks just to find out that they screwed over a poor little old lady out of $500. I did everything they wanted me to do, and in the end I had to tell my grandmother that I was not able to get her money back for her because of the depraved people that work there. People who lack the common decency for their fellow man. How can they do this to a kind old lady who did nothing to deserve to be treated this way? They should be ashamed of themselves.

Usaa has been a good bank for retired service personnel. Yet they have now refused to allow me to download my checking account activity to my financial software. They are forcing me to subscribe to "Quicken 2018 or later).
I use Moneydance. I now cannot import my transaction into that software. I must now seek out a local bank! Not very good for retired service men and women!

We have a claim against USAA Auto...Three of their agents told us that if we would supply measurements showing our front end is not narrower than our side fenders ( where the damage occurred ) they would reopen the claim and review the evidence. They contend that their clients door was open and we ran into it...we claim she opened the door as we drove past. Our evidence is there is NO Damage to our front end! They then claimed that our front end is narrower than the side fenders as to why we have no front end damage. Heather Pace, Wesley Pate and a Victoria all said this. The last two said they would instruct their repair facility to take those measurement. Our first visit, they had NO instructions and just did a repair estimate. Victoria then said she would give precise instructions...our second visit they only had instructions to measure the side fender width. Our last call to USAA.. a Ursula, stated right out that we shouldn't bother ourselves because they had NO INTENTION of looking at any evidence that would prove their client responsible and to basically...SUE US! They lied to us repeatedly and strung us along with those lies hoping we would just go away. So now, to take them to court, our insurance company says we have to fix the vehicle ourselves and then they will try to recover the money. We can't afford to fix someone else's damage!

I am a 50 year member of USAA. Up until the last couple of years they have been great. Now it takes a great deal of time to ask the simplest question. On hold forever. Transferred from one department to another, then the rep has a very limited access to your account, and very little authority to do anything. Endless questions to certfy your identity at each new rep you are transferred to etc. website is the same problem. They used to insure pretty much everything, but now they have farmed out some types (motor home and boat) to progressive whose rates are very high. I am really disappointed in them and for the first time in 50 years, considering changing insurance and banking companies.

I have tried several times to communicate with someone regarding claim #
TXY 681715 with little to no communication. At first, they were denying responsbility saying that they're client was not at fault and i'm like I have a copy of the police report in the file and the adjustor (Ms. Gonzales) asked me to fax her a copy of the report and I did. Then a couple of weeks later an adjustor named Anthony (No last name) called offering $500.00! So for the last 2 weeks I have been trying to get Anthony on the phone again to ask him again why were they bidding such a low offer. Again, No answer. They just keep you on hold playing music. I even calledthe State Board of Insurance to seek help but their advise was to make a complaint with united auto directly.
Liza Gonzales # is [protected] x 32714 and Anthony # is [protected]