USAA Reviews

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Cutomer Service: In Training

I've been a USAA member for 18 years and until a year ago I thought USAA was the best financial institution anywhere. But I've had to call customer service six times in the last year to correct errors they've made. The last experience was the worst. They had incorrectly shown my bank account as overdrawn and posted a $400 charge to my credit card for the overdraft. After 30 minutes on the phone with the checking section my balance was corrected, but I had to speak with the credit card section to get the overdraft reversed. The credit card customer service representative was completely inept and so I asked to speak with a supervisor. At that time I was connected to a member of the executive resolution department. She indicated that the overdraft would be reversed and the $400 would be taken from my checking account and credited back to my credit card account. Well, 3 days later, the $400 was taken out of the checking account, but unfortunately never showed up as a credit on my Visa card. Five days after the original phone call, the same member of the executive resolution department said she would research it and get back to me. All told, I spent over 1 hour on the phone; and this was just one instance. After all this I asked the executive resolution member why customer service has dropped off so much. She informed me that USAA has doubled its membership in the last couple years and will need a little time to get the new customer service representatives trained. Well, since I'm unwilling to serve as an experimental subject for the training of USAA personnel, I'll be closing my accounts.
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ID
#354225 Review #354225 is a subjective opinion of poster.
Location
Cheyenne, Wyoming
Product
Usaa Checking Account
I was hit in the parking lot while leaving work. I was in the main thruway out when a USAA member drove full speed through the parking lot and hit the front of my truck carrying us across the thruway, up the curb and into a handicap spot. She did not slow down or look...
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3 comments
#1162542

100% disabled Vietnam vet

Saw all the ads about how USAA helps vets

Used them for my mortgage

Worst decision ever

Due to their incompetence closing pushed out 2 months

Now after 3rd payment, get a notice that my escrow was miscalculated and my mortgage payment will increase by $205 per month USAA SUCKS

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ID
#353927 Review #353927 is a subjective opinion of poster.
Location
Washington, District Of Columbia
Service
Usaa Claim
Loss
$5500
New Reviewer

USAA mortage is the worst

Even with repeated phone calls and working my way up the chain of command, no one at USAA Mortgage has any degree of customer service. I have been trying to find details of my refinancing. My compliant is really about the absence of any customer service. I get the same curt, even condescending service with no answers. This included a person named Alex supposedly the person in charge of "Executive Customer Service", what a misnomer! I would advise anyone to take their business elsewhere! Most of these people are rude, indifferent and go to great lengths to remain anonymous so as not to be accountable for the behavior. Even people at USAA have told me the Mortgage services are the worst. So sad.
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1 comment
#562596

Had water damage. Mortgage Comp kept check for weeks on end, excuse after excuse, wanted hand written letter, don't call back, don't next day (stated and highlighted to next day two places in my file) ya took over a week.

I HATED dealing with thier loss draft dept!!!! Liers!!!

Don't do what they tell you. Everything is 2 days processing or longer.

ID
#353539 Review #353539 is a subjective opinion of poster.
Location
Flagstaff, Arizona

USAA Flood Insurance Quote

We have spent 3 weeks trying to get a live person to get us an insurance quote. We have been disconnected - put on hold for verty lengthy periods and cannot get anyone to give us a quote. They ask for information we send it in via fax and email. Thebn spend hours on phone trying to get a celrical - operator who says they still do not have the information. We have tried to go to Supervisors and they say they need information. ( ie Elevation certiifcate) We send it in . Spend another several days trying to get a live person on the phone - after 2 hours of beign disconnected - then put on hold - We get someone - who says the same thing. We didnt get the info. VERY sad how this company operates.
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2 comments
#820219

We were trying to get our mortgage insurance through USAA and it was already week 9. We were no where near closing we had 2 1/2 week and we did not think USAA representative knew what he was doing.

We switched to another mortgage broker and she did in 2 1/2 weeks what USAA could not do in over two months. Extremely incompetent! We dumped USAA.

Three weeks later we get a letter from USAA telling us we did not qualify. That was a great cover up on their part to tell us we did not qualify due to their incompetence.

#582754

I agree. USAA stinks in so many ways.

Too many to mention. They pitch as "convenient" to the military members but truth is, back in the day, they were "too good" for enlisted. They were only open for OFFICERS. That should have been my clue righ there.

Next...flood insurance. After a horrible tornado and I evacuated...I came home and had standing water in my living. I have homeowner and flood insurance..BOTH. After several calls to homeowner ins departmtn and receiving *** answers, I finally got a rep to tell me, "you need to call flood ins." WHY DIDNT SOMEONE TELL ME THAT WEEKS AGO?

So the process starts all over....after finally talking to someone with some sense. Was told, "sorry, the water came in through an existing hole so we will only pay you partially." HUH? If the tornado winds ripped the roof off and the water came in, then we pay. But the water came down the chimney and out of the fireplace..exisit hole so...we arent paying your fully.

WHHAAAAAAAAA? PS..I am no longer impressed with USAA.

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ID
#352562 Review #352562 is a subjective opinion of poster.
Location
Maryland Heights, Missouri
New Reviewer

USAA is a veteran scam

Despite my good paying job and good credit score I was denied a home loan after being preapproved because I took a higher paying job. They don't care that your a veteran , it is a scam. The late denial cost me over $2000 in fees and inspections and hurt my family situation. they also denied my auto and rental insurance claims. They are a big bank posing they that they care about veterans. If you are a veteran do not become a member because of their commercial campaign that shows empathy towards veterans, it is a fallacy and they will do what any other bank will plus they aren't familiar with practical bank practices, my realtor was in the fog the whole time because they have no set standards.
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2 comments
#561108

Just responding to your complaint. I work in the Colordao Springs office.

I can tell you that at least my office is on what is known as a "work slowdown". Since us mortgage processors are not unionized, we have little recourse when huge work demands are made upon us. For example, our average caseload is 80 borrowers! We have got to process 80 different loan files concurrently with no support and no systems training!

The only way to "get rid" or move oans off of our "pipelines" is to delete the documents the borrowers send in via fax (which comes right to our in bix, email OR delete the emails directly OR delete the inquiries from the member portal system. (thats where you log in to see a secure message). This is all out war and I am sorry it is you, the member that suffers. However, how do we get management's attention?

I admit, there lso is some bitterness on our part as well- picture this: You work for slave wages at a mortgage company, you are treated like dirt, and expected to meet goals. Now, also picture looking at loan applications all day of you *** winey cry babies retired at 39 years old with a pension for life!!! WTF? No wonder our country is in trouble- freeloaders like those members that have NEVER seen combat/war theater.

I can understand taking care of our Veterans that have seen battle- I get it. Anyways, just know that you are way way way better off walking in to your local community bank and sitting across from a real person rather than dealing with a remote service center (USAA) that could care less!

#559712

The "veteran" thing is simply an advertising ploy. They are good at using the hardships associated with military life to take advantage of veterans and especially their families.

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ID
#352367 Review #352367 is a subjective opinion of poster.
Location
Northeast Harbor, Maine
Service
Usaa Loan

Do not use USAA MORTGAGE COMPANY

I would love to save others the time, mental energy, and money from having chosen USAA. It has been difficult to make contact with them, even our attorney had no patience for the 30 minutes of being on hold.(no doubt) There is never anyone up to speed with your case to speak with. Our closing was delayed 3 times in one day, even when we had confirmation that it was to happen that day. We wasted our time, the attorney's time, and the Title Company's time. It was the most unprofessional scenario we have found ourselves in. Never again.
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5 comments
#585120

I have gone through two mortgages in my life, one with USAA and one with another company. With USAA I was able to get the mortgage process done in only 2 weeks.

Everything was made very easy by the very professional loan officer. I was less than impressed with the other company.

I would have to say that your experience is quite the opposite of mine. I will have to call BS on your story.

#574791

Melissa, you should be ashamed of yourself. Our country is in trouble because of people like you, who are lucky to have a job, but are too lazy to put in the effort it takes to do your job effectively.

However, thank you for providing insight as to why USAA is so incompetent. With people like you pushing the paper, it all makes sense....

#624522
@PissedConsumer574791

I used to work there and agree with Melissa. USAA treats employees horribly.

I dealt with a sexual harassment issue that I was not the one to bring to USAA's attention. Nor did I want to be involved. I was treated like dirt. After USAA investigated the several instances by several women, the let go of the responsible party.

However, conveniently, our names were released out in the open for all of his friends to harass us daily in the lunch room, halls and elevators, driving me and several others to leave. I loved my manager, so I left quietly after being called every name in the book never to set foot in the doors of USAA again. This is just one example. Not to mention my coworker who had to be taken away in an ambulance and USAA tried to hold it against her with her attendance record.

FYI attempts to call 911 from our desks could not go through, apparently the security station had someway to prevent these to screen unnecessary emergency calls. (manager meeting was in progress) Frantic attempts to find help got the health center to get her The help she needed. Insane. Thank god it wasn't a heart attack.

All this is documented fact.

Just two of several stories typical of USAA.

#562585

Ya I had water damage and it was a NIEGHTMARE! They held insurance check up forever, didn't call back, make up extra stuff to fax, don't next day like they said. USAA SUCKS!

#561106

Just responding to your complaint. I work in the Colordao Springs office.

I can tell you that at least my office is on what is known as a "work slowdown". Since us mortgage processors are not unionized, we have little recourse when huge work demands are made upon us. For example, our average caseload is 80 borrowers! We have got to process 80 different loan files concurrently with no support and no systems training!

The only way to "get rid" or move oans off of our "pipelines" is to delete the documents the borrowers send in via fax (which comes right to our in bix, email OR delete the emails directly OR delete the inquiries from the member portal system. (thats where you log in to see a secure message). This is all out war and I am sorry it is you, the member that suffers. However, how do we get management's attention?

I admit, there lso is some bitterness on our part as well- picture this: You work for slave wages at a mortgage company, you are treated like dirt, and expected to meet goals. Now, also picture looking at loan applications all day of you *** winey cry babies retired at 39 years old with a pension for life!!! WTF? No wonder our country is in trouble- freeloaders like those members that have NEVER seen combat/war theater.

I can understand taking care of our Veterans that have seen battle- I get it. Anyways, just know that you are way way way better off walking in to your local community bank and sitting across from a real person rather than dealing with a remote service center (USAA) that could care less!

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ID
#352309 Review #352309 is a subjective opinion of poster.
Location
Chicago, Illinois
Service
Usaa Mortgage
New Reviewer

USAA LIES TO VETERANS!!!! BEWARE

On Friday 28 SEP 2012 I spent almost 2 hours on the phone with a Mr. Manning from the Mortgage Dept. I explained to him that I did not want my credit ran for a pre-approval if he thought that I would not qualify. I told him of my credit history/challenges and also explained to him that I was a first time buyer and was currently working in Afghanistan as a contractor. After being placed on hold SEVERAL TIMES, he was able to confirm with "the underwriter" that I would be able to get the pre-qual letter. Shortly after he placed me on hold again, our call was disconnected. I tried to call back immediately but got an automated voice message that said the office was now closed. 1 OCT 2012- I again called and requested to speak to Mr. Manning, the woman that answered the phone said she would help me and started asking me duplicate questions that had already been answered on last Friday. I explained to her that all these questions had already been answered but was forced to answer them again and subsequently was placed on eternal hold again. The woman then came on the phone and told me that I could not get approved because of the VA rule that I had to occupy the home within 60 days after closing. Again, this was already discussed on Friday and I told her that my wife would be moving into the house once closing was completed since I work in Afghanistan, she then put me on hold again while she spoke with the under writer and then came back on the phone and said that this would be ok per the under writer! After all of this waisted time on the phone, this woman tells me that I cannot be approved because of a student loan that had a late payment on it. UNBELIEVABLE!!! 1. Train your personnel on how to properly do VA loans! 2. Train your personnel to not lie to the Veteran, the customer, who write your fat bonus checks. 3. Bring your establishment into the 21st century, how can you do business in todays market with no email? 4. I'll be taking my business back to NAVY FEDERAL! Why---They do not place their customers on ETERNAL HOLD, LIE, and most important I can go into a branch and personally do a loan, speak to a Mortgage specialist and get clear answers! You establishment is no different than Bank of America! HORRIBLE Regards, J. Blades USN Veteran
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5 comments
#598836

I dont see where sympathy is mentioned in the argument...enjoy living in your broke homo infested tree loving state....oh and by the way the person from this article is a Vet, something you know NOTHING about...FAKE

#598806

Contractor posing as "deployed" to get sympathy...that's something you know about. FAKE

#557060

Joe = 8^

#556982

Joe Blow- I'm sure you live up to your name and you're probably a kiss *** USAA employee.

During the prolonged phone conversations with USAA, I was verbally told twice that I was Pre-Approved for a home loan and that shortly I would be getting the letter emiled to me, if you have access to the phone call listen to it before posting a retarded comment.

Also, I made these phone calls from Afghanistan since I'm deployed ( something you wouldn't know about) and had to make these calls from 1 AM to 3 AM Afghanistan time.

Have a great day and enjoy your freedom.... :grin :grin

#556744

So... you wanted them to pre-approve without using a significant benchmark for approval?

Strike one

I'm sorry you were put on hold so much... but again, you were asking a BANK to say they'd probably give you a loan WITHOUT running a credit check.

When you called back in, due to regulatory bodies and the fact that your information can change from day to day, they had the -audacity- to ask you MORE questions...

Gosh, wouldn't it be horrible if they asked you questions to make sure everything is right? Next time they should just assume all the information.

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ID
#351239 Review #351239 is a subjective opinion of poster.
Location
Foxborough, Massachusetts
New Reviewer

USAA is unethical

What a shame that good company has gone bad. The claims rep and her manager are lying to me about why they declined my homeowners claim regarding a leak in my garage. They are saying that it is due to faulty repair, but their adjuster stood in my garage and said they would cover the damage inside the garage - and that they would open a supplemental claim once we figured out the cause of the leak. So, is it logical that the office rep can state "faulty repair or workmanship" is why they are declining? No, it is a lie because no one knows the reason for the leak...not me, not their claims rep, not their adjuster. To make it worse, the claims rep told me on the phone that I had told her previously this was faulty repair. That's a lie too. What I told her in all candor and in the interest of complete honesty and transparency is that I paid alot of money 15 years ago to put a full rubber membrane above the garage (under a rooftop deck) to prevent a leak discovered back then. But I also said that this leak is in a different place and is new because the wood is wet but not rotten at all. There has been no evidence of any leak for 15 years. So she is totally misrepresenting what I said in order to decline the claim. If an adjuster comes to your house, does an analysis, and tells you that you are covered...is it legal for the rep back in the home office to decline the claim? I'm going to call my lawyer and the Division of Insurance to find out. I see 223 complaints on here about USAA. What a shame! They must be much much worse than I ever dreamed. Most people wouldn't even post on this site or know that this site exists. I will do my best to spread the word and encourage you to do the same.
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ID
#349107 Review #349107 is a subjective opinion of poster.
Location
Denver, Colorado
Service
Usaa Claim
Loss
$10000
New Reviewer
Our truck was stolen more than a month ago. It was recovered within a week and we began the claims process to get the damage fixed. USAA referred us to Gerber Glass and Collision in Las Vegas. There was significant personal property that was stolen from the truck. ...
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ID
#348500 Review #348500 is a subjective opinion of poster.
Location
Las Vegas, Nevada
Service
Usaa Claim
New Reviewer

USAA has no Integrity/air your complaints with The Supervisor Of Insurance!!!

This is the most unethical company i ever dealt with..was in a car accident and of course they do not want to be held responsible for damages...was told to join a class action lawsuit with auto company to deal with my problems from accident..I called The supervisor of Insurance and they are not aware of all the unhappy customers i told them to check the web..so please try to file your complaint with The Supervisor of Insurance it is on the web..let them know about these unethical people. They need to know. They take complaints seriously. They should be put out of business.
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1 comment
#551153

Uh

Dude, you're almost non-sensical. That class action is about software, number one.

Number two there are really no "Supervisors of insurance" Many states have commissioners though.

That sweet code at the end means you're a spambot trying to besmirch their name. Good job. I'm sure that'll have their class action settled in no time.

ID
#347629 Review #347629 is a subjective opinion of poster.
Location
Orlando, Florida
Service
Usaa Auto Insurance
I cannot find an email unless i log in and cannot log in. I was in an accident and the claims lady stated i never called her back although I have phone records to prove I called her and gave her the information and the police officer name and phone number and the...
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5 comments
#562588

I had a nieghtmare with USAA mortgage! Also isues with homeowners not paying suplement.

Mortage held insurance check for weeks and kept delaying, made me write letters and fax them (48+ hrs to process ANYTHING), 2 weeks to do escrow analisis. GRRR I stopped dealing with them.

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ID
#347184 Review #347184 is a subjective opinion of poster.
Location
Aliso Viejo, California
Service
Usaa Auto Insurance
Loss
$25000
New Reviewer

USAA not totaling my truck?

I was in an accident with another vehichle. After inspection usaa wants to pay for an all new frame along with countless front end repairs. I dont want a new frame. I want the vehicle to be totaled. Its a 2011 silverado with 8,000 miles. Main concern is safety of the truck, next is loss in value. 16,000-20,000 dollar estimate to fix. THe wreck will be on car fax, auto check, take huge loss on trade in or private party sale, who wants to spend thousands of dollars on a truck wrecked that bad? I would not buy a truck that was in a wreck with airbags being deployed, on a new frame, replaced hood, fenders,bumper, grill,lights, plasitc, door hinges, seat belts,recovery tank, and thats not even everything!!!!!! Oh, 4-6 months to fix it. I have been a member of 11 years and this is my first accident, my dad a member for almost 40 years, this is not right.
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5 comments
#549489

It doesn't matter how long you've been an insured. Do you have any idea how much your premium would increase if everyone who wanted their vehicle totaled got a settlement?

No one would be able to afford it! No insurance company is going to leave you in a rental vehicle for $900 bucks a month for 4-6 months. If USAA didn't know what they were doing they probably wouldn't be in the top 5 insurance carriers in the country.

Carfax gets its info from police reports.

Whatever the cop puts down as the estimated damage whether its right or wrong is what shows up on a Carfax. But you knew that right?

#549487

You don't get to decide if the vehicles totaled. The insurance companies don't make the RULES OR THE POLICIES!

They abide by them. The department of motor vehicles for your state decides the actual cash value at which a vehicle will be considered a total loss.

#546783

Report them to The supervisor Of Insurance they take these complaints seriously and investigate..it's on the web..good luck!!

#546778

Report them to the Supervisor of Insurance they are on the web..they take these complaints seriously...you might get some results..

#546776

Report them to the Supervisor of Insurance they take these complaints seriously..ther are on the web..

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ID
#347000 Review #347000 is a subjective opinion of poster.
Location
Hayward, California
Service
Usaa Auto Insurance
New Reviewer
So I have been with USAA for 12 years. Last night at 9:30 some *** shows up pounding on my door like a psycho and proceeds to tell me he's taking my car. I was beyond confused since I've never missed a payment. And I had literally just spoken to USAA a few days prior...
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2 comments
#599406

ussa beware that dovenmule one of your partners who handles your loans is being investigated by the EEOC for discrimination against gays and blacks. Actual fist fights have occured on the business floor resulting in people being brought to the hospital for injuries.

One was thrown through glass door and other other victim beat with cell phone. Police were called and both times attackers were arrested. One of their investors this week (Mellon) I believe came in to review the books because of this scandel. They have been fined by the EEOC on several accounts resulting in over a Million Dollars in fines.

USSA is a honorable company and therefore should be aware of whom they are dealing with. Also your customers deserve better than underhanded dealings from Dovenmule. Dovenmule knew that the EEOC was coming to investigate them and at a meeting with management told their employees to curtail any negative information to the EEOC. The vice president who told the employees this was Mary P.

I am aware you are coming to Dovenmule and I hope it is about this matter.

When you come question the abuse directly to the employees.

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ID
#346648 Review #346648 is a subjective opinion of poster.
Location
Colorado Springs, Colorado
Loss
$15000
New Reviewer

USAA... Good with everything else except banking

So this is the secod bakig error with them first there atms dot work all the time to deposit money into and then when they do and you have to put money in there like cash ot a check you would assume it hits your account right away apparently it dosnt till the next day as set fourth by there depository aggreement which I asked to have them mail to me and they said it was 10.00 per page wow... then on top of that I told them because the money was in there and it was not my error my mortage check did not clear. So I have a reciept that shows how much money is in the account and its more than enough for the check to clear! They wont call the mortage company to explain that there atm sucks or that it is there fault... I have a question cant they be sued for that? Also why do they charge 10.00 for a report that I never recieved when account was open... It is all about the fine print.
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ID
#344305 Review #344305 is a subjective opinion of poster.
Location
Longmont, Colorado
Product
Usaa Deposit
New Reviewer
Update by user Sep 24, 2012

My apologies: the previous post should read \"posts to God and country.\"

Update by user Sep 24, 2012

Update: I submitted the attached story to USAA\'s Six-Word Life Story campaign that\'s currently underway. I titled it \"Your Auto Insurance Let Me Down.\" I just checked and the post was either...

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4 comments
#562809

I went through this nightmare just two years ago, they lie and my state insurance department said, file a complaint, and all I wanted was to get better, and have my bills and car paid for and they so tried for months to under cut me, an NO one calls you back just like on their CC Service too. I had a car accident; that was not my fault, and it was just a exhausting overwhelming drain.

Now I am fighting a dispute for a purchase that was installed incorrectly in my home and it was the wrong unit, the merchant lied and violated building codes.

USAA will lose some day big, when they look around and see that the billions they have start dwindling as more and more leave...I am telling every military friend and relative I know; we have two generals, Lt., Col,in my immediate family, and I went to a military college. I am going to post everywhere and warn all that I know. I will be closing out my accounts and both insurances accounts. I also had two identity theft attempts on my card account too.

Let all you know about this...they have terrible customer service, and if their is a way to start a class action I will do it. There are lawyer bullentins I can post on too.

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ID
#343684 Review #343684 is a subjective opinion of poster.
Location
Cedar City, Utah
Service
Usaa Claim