Unclaimed
USAA
Reviews and Complaints
6.6M
CLAIMED LOSSES
1.8K
TOTAL REVIEWS
370K
PAGE VIEWS
15
ISSUES RESOLVED
USAA Reviews
New Reviewer
Terrible Service
I've been a highly profitable USAA member for decades (car insurance with no claims, credit card with lots of usage, checking, savings, CDs, college fund). They claim I made two identical payments on my credit card. Their technology is too antiquated to recognize a duplicate payment. So they took the money from checking which then required an overdraft from the same credit card. What a great way to charge me on interest on my own money! 45 minutes back and forth was a waste of time, with the "Executive Resolution" specialist telling me that I would only wind up paying them $30 of interest (on my money!) for the cash advance that I didn't need or want. I'm sick of the terrible service and taking my business for granted. So I will be moving about $200K of accounts to a local back as soon as I am able, cancelling my credit card and auto insurance, etc. How dumb. And I'm pretty sure these guys won some kind of service award? I guess standards are pretty low these days.
1 comment
ID
Location
Los Angeles, California
Service
Usaa Auto Insurance
New Reviewer
USAA is a loan shark to veterans
Due to VA withholding my disability benefits I was unable to keep up with my USAA car loan and insurance. I informed USAA in first week of Dec when I will be able to start and catch up on payments. the next week the towed my car and locked my out of my online banking account limiting my access to mobile only. Fastforward to Jan, i had to move from San Marcos to San Antonio to stay with friends because I lost my apt. I called USAA about getting tools and equipment from my car only to get the run around but the Debt Collection Office. The (unknown female) wanted me to pay the full amount of what I own on my loan. No payments. I told that was not going to happen and that I can only do payment pays and she was reluctant to give me the information that I needed and in informed me that my car was sold. I called again the follow month, February, to talk about paying off my debt with USAA and to lift the access restrictions to my account. Again, unknown female, refused to except a payment pay, refused to lift any restrictions on my account and told me that the access I had on my mobile phone (app) had all the features of the website. She refused to listen to my reasons to why I need a payment option and told me "we all have problems" and stonewalled me from speaking to anyone else. In the months that passed I have not been about update my address with USAA over the phone nor use any of the feature site products. The normal customer service run into account code errors and are unable to help me. Sister site products like USAA secure card applications have to be mailed to me and go to the old address taking weeks to months to find me. And mail notices like the information that I could in fact get a payment plan to pay my debt didn't find me until 3 months after the face. The very month of February when I called. All of my information has been forward to debt collectors when we could of settled this in January. This debt has been post to my credit report and if I do pay the collectors USAA losses will show up on my tax returns causing me to pay the IRS the same lump sum difference all at once. This was a purposeful targeted act. No where on the mobile app did this information show up. Past debts like USAA car insurance (which I paid off in February) still shows up as unpaid. This is beyond wrong and its time USAA be held accountable for its actions.
3 comments
ID
Location
San Antonio, Texas
Service
Usaa Banking Service
USAA did it again! Every year my homeowners insurance increases and this year was no exception with over a $400 increase - and that is with NO CLAIMS EVER! Apparently, the amount of Dwelling Protection is determined by their 'Special Program' that figures replacement...
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ID
Service
Usaa Homeowners Insurance
New Reviewer
My husband is currently preparing to retire from the military after 21 years. We decided to use our bank (USAA)for our first ever home loan. The process was lengthy, with the processor asking for substantial amounts of information. Some of it became rather personal,...
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3 comments
PissedConsumer769006
#769006
The mortgage part of USAA sucked from the very beginning. Their insurance rates are all way too high. :eek
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ID
Service
Usaa Homeowners Insurance
Loss
$4000
Mortgage processing usaa
usaa mortgage processing is flawed in the following manner..30 days to process a mortgage approval..five days before closing usaa asking for additional documents or process stops per mortgage processor. did not order an appraisal in timely manner within 14 days of contract. non communicative and no call backs.had to bother them. two days before closing date they stopped to say documents not enough. ask to speak to a supervisor, gone home for the day..it was 1630 their time. movers coming tomorrow and no place to move! definitely use another institution for mortgages or pay cash.
ID
Location
Colorado Springs, Colorado
Service
Usaa Mortgage
Thank you for your post. I have been a USAA for over 27 yrs (USAA admitted this morning) and have never been late on an auto insurance payment and have a perfect driving record as well (again, their quote). Following my being out of work for a full year (cannot find a...
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3 comments
PissedConsumer968901
#968901
This person is only telling half of the story. I can personally attest that usaa doesn't send a notice of cancellation until you do not make two payments in a row.
They also send postal mail notices twice to let you know that they can help you out. How do I know this? My husbands company was lacking work for their drivers(he is a over the road cel truck driver) twice last year. During this time we were financially strapped on one lowered income and one full income, and we got behind on bills each time after a few months.
When this happened usaa offered an "extended payment plan". This plan allows your past due amount to be spread over the remaining payments on your policy. Also you tell usaa what you can afford down as the initial payment to start the plan. They will tell you how much more is required down if what you offer to pay initially is too low.
During the time that you are on this plan you must make each payment before the statement print date.
The statement and due dates are all on your online profile when you click on auto and property bill. Sorry for this response to be so long, but I don't like when people tell half of a story.
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ID
Location
Los Angeles, California
Service
Usaa Auto Insurance
New Reviewer
In auto accident with their client. Their fault
Refusing to pay for damages and they art TERRIBLE to work with! If your ever involved in an accident with a USAA client be prepared to lawyer up! They do not want to pay WHAT THEY OWE. They cheated me, they will cheat you too. I'm am still fighting them after 7 months to take responsibility for their clients negligence and their poor business practices. I even have dealt with the head adjuster ERIC WHO NOW AFTER 7 months is trying to re create what his on site adjuster failed to do. What a joke... Be warned people they will try to rob you!
6 comments
ID
Service
Usaa Auto Insurance
I was rear ended in 2011. My car was totaled. As far as that went USAA handled that portion of my claim with no problem. My daughter and I went to the emergency room that night. I was given Percoset and sent on my way being told I will become exceedingly more sore...
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2 comments
PissedConsumer685783
#685783
It's not that you're a liar but that company is not the one who adjusts the medical claim, just a system to analyze what they're billing for v. your claim of injury.
Your chiropractor may be full of beans, or possibly medpay won't cover that kind of service. Did you check first, or just wander around aimlessly assuming USAA would cut a check?
And if it's that bad, there are resources. Write the CEO's office or ask for that adjuster's manager.
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ID
Location
Colorado Springs, Colorado
Loss
$20000
New Reviewer
USAA Fed Savings Bank gone to the dogs
And here is why... To begin with, they failed to send me my replacement ATM cards 3 times sending it to an old address and then twice again to the wrong new address, in spite of the fact that I had changed on my address on USAA's website at the time of my move a year ago. How they could screw up this so completely is shameful and ***. But that's not even of why I'm quitting USAA altogether. As if that wasn't bad enough, when I called in to the customer service to find out where the *** my card was and to complain, someone from Banking named Marshall answered. He was a complete ***. I wasn't Mister Nice-guy either, admittedly. I was angry that I still hadn't gotten the replacement ATM card after 3 weeks and 3 failed attempts to deliver it to wrong addresses. I wasn't cussing at him, but I was interrupting him telling him that his information was wrong etc when he got all huffy puffy with me for complaining telling me to correct my tone with him, and I'm like, what the *** kind of customer service *** would tell an angry customer to correct his tone??? So, I demanded to speak to his supervisor but he just hung up on me. So, needless to say this really pissed me off. I called back and, as luck would have it, I got him again! I politely, albeit through clenched teeth, demanded to speak to his supervisor again. He commented: "I'm hanging up on you again!" and hung up on me again! WTF!?!? So, I'm canceling my membership altogether. I have been a member for 25 years and can attest that what was once a world class organization who cared about its members has gone to *** and doesn't give a *** anymore about anything except its profits. USAA has gone down hill massively in the past few years... with the bank leading the way of screw ups. I have all my insurance policies and credit cards and loans through this company... well no more. I know others may not have experienced bad things with USAA and to you all I say, I wish you continued luck. But eventually, you're going to be on the losing side of USAA's continued slide down its current path of decline.
4 comments
ID
Location
Austin, Texas
Product
Usaa Credit Card
New Reviewer
Stolen bank information is not reported to authorities.
05/16/2013---My account information was compromised and used at a pharmacy in Atlanta Georgia. I'm not saying it was USAA's fault. The morning it occurred I called and got the where and when. I was led to believe by USAA that they would notify authorities in Atlanta and that I could call back in a few weeks for information about the police precinct and get a copy of the police report and follow up on the who and how. On the same morning I called the pharmacies and asked if they had video footage of the crime and was informed that they did indeed have video footage but could not release it to anyone but the authorities. Myself thinking that the law would be involved by way of USAA, asked if the pharmacy would burn a copy and hold it for police. I was told by the pharmacy that a copy would be burned and retained. 07/10/2013---Being patient I waited for a return call from ANYONE and this incident fell to the back of my mind. 07/10/2013, I called USAA and asked for some info on my "case" only to be shuffled around on the phone between 5 different people who were going to transfer me to USAA's fraud dept. Finally when I was connected with someone with the fraud dept (which who really knows if THAT was true I could have been speaking with *** Wonka for all I know)I was told that, " We are a financial institution and do not report any information concerning bank information theft or fraud to law enforcement. " Okay...? So what the *** does USAA's so called "fraud department" exactly do ?? Ill tell you what I think they do....NOTHING. They are a refund department. So, I called the local police department in Atlanta and was told I would get a call back from an officer soon. Then I re-called the pharmacies in Atlanta and was told this time by one of them that its been two months and the footage is gone. I talked to the same pharmacies managers two months earlier and am only now being informed that they would have to go through corporate to get permission to even make a copy. Why didn't the pharmacies managers tell me this earlier ? Because we both presumed that the authorities were going to be informed by USAA's so called fraud department earlier. USAA's fraud department and I talked for some time about this and I was told that some jurisdictions don't even follow cases if the amount stolen wasn't above a certain amount which just strengthened my belief that USAA had not done anything and didn't know anything, because she said "some jurisdictions"....shouldn't USAA have been more specific ? That remark from USAA solidified what I was realizing the more I spoke to them. That USAA does not care about crime in any way. There money is insured federally and who cares if people just keep stealing. Doesn't stolen money have to be replaced by someone ? I asked a theoretical question if it were a million dollars at question would you have contacted the authorities ? She said, "Sir, we are a financial institution and do not report fraud cases to authorities." Yes I was refunded less than 200 $ But the principal of the matter is what is bothering me. USAA tried to comfort me and convince me that this happens thousands of times a day and eluded that there was nothing to be done about it, you got your refund. If USAA isn't informing authorities, are other banks doing the same ? I understand that law enforcement is busy. I was willing to help in any way I could. I'm sure the law is fighting this epidemic as best they can. But if fraud in any amount is just being swept under the rug thousands of times a day year round..... That adds up. USAA did not follow up on this and probably let a vital piece of information slip through law enforcements hands because of their practices. Those people could have been identified and their source to how my information was gained. Small piece of the puzzle for sure but an important one possibly. So, if you or anyone you know has this happen to you, be sure to ask if they are going to contact the law. Ask when they are going to call the law. Make sure your financial institution is clear about the extent they go to finding out who took your money ( if you care who took it )Ask for names of people you talk to and the departments they are in. Record dates you called.
4 comments
ID
Product
Usaa Account
Loss
$160
Mortgage loan
USAA failed to meet the original closing deadline. They even called me late afternoon the Friday before closing for more information. Reluctantly I was able to move the closing date a week. Now it appears that they won't make that date either. I called my loan processor yesterday for over two hours but noone answered the phone. USAA even contacted me the day of my original closing date to ask me for my 2011 & 2012 W-2's! Then I learned they hadn't even ordered the final property inspection. They are inept and I recommend you go elsewhere for your mortgage loan.
2 comments
ID
Location
Palmetto, Florida
Service
Usaa Loan
Loss
$2000
Horrible, Ignorant, Customer Service Reps.
I have never dealt with such ignorant, rude customer representatives. We had renters insurance and auto insurance. When we moved into our current house, it came with renters insurance, so we called to cancel JUST our renters insurance. The dumb lady canceled EVERYTHING!!!! A month later the state billed us and notified us that for an entire month that we were not covered. So when we notified USAA about this, they said that it was their fault and that they would fixed it. Well "fixing" it meant that they were going to charge us $300 more!!!! Because of another mistake on their end. We ended up calling nationwide which quoted us $80 cheaper with a $500 deductible (we had a $1000 deductible) They beat around the bush, are rude! Too expensive!!!! And you have to pay extra for their problems!!!!
1 comment
ID
Location
Jacksonville, North Carolina
Service
Usaa Auto Insurance
Horrible Mortgage and Home Insurance Service
For starters, I have a 80/20 loan. The first thing USAA did was take my 80 loan and they sold it to US Bank who was sent a check for an insurance claim I had made (ice damage) because they hold the mortgage. US Bank stalled repeatedly to pay us the claim after all the work was done. I had to incur credit card finance charges and start to finish the entire process took 10 months when it really should not have taken more than 3 months. Thanks to this debacle, I recently tried to re-finance my 80 loan with some place other than USAA. All USAA had to do was process a request to subordinate the HELOC (20) portion of my mortgage. They completely botched that too and now I lost a great interest rate thanks to USAA taking 6 weeks to stamp a form and mail it. Do youself a favor, don't be taken in by how pleasant these folks are on the phone. The people behind the scenes who do not man the phones are completely incompetant.
ID
Loss
$10000
New Reviewer
Update by user Jul 19, 2013
I'm not sure why anyone would think my response was BS, but it is what happened to me. I'm glad that many of you like the company and that they do treat some customers well.
We have decided to move back to our old company. At least they notify us BEFORE increasing...
3 comments
PissedConsumer689554
#689554
Okay, same story, always the State that is responsible, you all need to get with Your State Insurance Commissioner, file an complaint and don't stop until you get your question answer (WHY), this way they can no longer blame the STATE. Don't you love it, they are script to the TEE.
I have an Attorney working on my issue with USAA, homeowners increased over 50%. my attorney found several questionable rate issues.
My State is asking USAA to adjust my rate and they are up for a review to see how wide it spread within the state. THE ONLY SOLOUTION FOR USAA IS THE STATE INSURANCE COMMISSIONER
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ID
Location
Denver, Colorado
Service
Usaa Auto Insurance
Loss
$1330
My husband and I filed all of our paperwork promptly upon acceptance of our offer. USAA mortgage department started screwing us from there. They didn't ask for the appraisal on time...that goodness the appraiser helped and got it in under the gun before the 14 days,...
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7 comments
PissedConsumer679513
#679513
Same. They jerked us around, didn't notify us or keep us informed.
Pre-Approved for 150,000 and attempted to finance 130,000 and was denied because my wife wasnt at her current job long enough. They knew that when they pre-approved us, two months later a week before closing they say unable to approve. We have spent over $2000 in paperwork, inspections etc.... and now we will lose our house, our low interest rate and our money.
I will spend the next weeks doing anything I can to give USAA a bad name.
My family has used USAA for 40+ years and now I will ensure every bank, insurance and credit card account is removed. I truly hope they will not earn any more money off my dime.
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ID
Location
Honolulu, Hawaii
Service
Usaa Mortgage
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