M Benson

I was completely misled when applying to refinance my home mortgage with USAA. As a twenty year USAA member, I called the company mortgage loan number and was instructed to state where my current mortgage was through. Trusting USAA, I complied and was transferred to Military Family Home Loans. I inquired if they were part of USAA and my loan officer John informed me yes! This was an accurate statement, but deceptive. I later learned that USAA owns 49% while Wells Fargo owns 51%. At the risk of boring the reader, I will not step you through all the pain and problems that Military Family Home Loans put me through. Let me just state for the record that I had a 5% 30 year fixed mortgage with Wells Fargo, with 24 years remaining. Every one of my $2,710 payments was made on time. I was offered a 15 year fixed rate of 3.25% with zero points for a refinance. This was a great loan. Unfortunately, Military Family Home Loans used this rate to entice me to provide all my documentation from my CPA and I paid $600 for an appraisal. Despite my superior credit, and not taking any cash out for the refinance, Military Family produced documents and demanded that I take a 3.75% rate! This was a classic bait and switch. Despite jumping through hoops for the past seven months, Military Family elected to deny my refinance. Conclusion: I believe that Wells Fargo is paying USAA for delivering “sheep” to the slaughter. The company skirts Iowa law by stating that their loan processors are not required to hold mortgage licenses due to the fact that 51% is owned by Wells Fargo, a National Bank. Iowa law holds that any-person-that-discusses-terms-must-hold-a-license. Military Family Home Loans attempted to wear me out and cause me to throw my hands up on my Wells Fargo Mortgage refinance. Who won? Wells Fargo, as they have kept me in my 5% mortgage for an additional seven months and counting.
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1 comment
#652287

"...you lead through persuation, and you can't persuade anyone if you can't be trusted." -Donald Rumsfeld

ID
#407999 Review #407999 is a subjective opinion of poster.
Location
Des Moines, Iowa
Service
Usaa Loan Officer
Loss
$25000
New Reviewer

Worst customer service in history!

USAA neglected repeatedly to put my auto insurance on auto-draft thus leading to them saying my payment was never received. Then they say they want payment in full for my 6 month policy. So I drop them like a bad habit and move on to a company that actually cares about it's customers (Progressive) now USAA says I am locked out of my accounts because they want money for the insurance policy. That is the most ridiculous thing I have ever heard. There screw up and now I can't use my online banking? I remember a time where USAA was the most customer friendly bank around now I would have to say they are the worst. Every person I know says the same thing about them. I have not talked to one person that actually likes them anymore.
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2 comments
#649673

I too am locked out of my bank account and cannot use deposit mobile because I am in the process of filing bankruptcy. I find it deplorable that we are punished with iur bank account when USAA doesn't like something we do that has NOTHING to do with our bank account.

I am considering talking to my attorney about filing a lawsuit regarding thi issue. Just doesn't seem right!

#648799

we have usaa and in feb of 2013 direct tv took a lot of money out of our account. I was on the phone all day with usaa. I was talked down to and was told that they are there to help direct tv...by the end of the day I finally received a call and was told in a not so nice way that they will give the money back and direct tv has 60 days to supply them with a contract stating that we gave them permission to take the money out of our account...well 87 days later they did it again...mmmm 17 days pasted the 60 days....was on the phone all daya again with usaa and was told that they have a contract that was not signed and sided with direct tv....after this pay period we will be going to a different bank....oh yeah we canceled service within out allotted time with direct tv.....usaa give us our money back

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ID
#406808 Review #406808 is a subjective opinion of poster.
Location
Weatherford, Texas
Service
Usaa Banking Service

Amateur night at the bank with USAA

I have banked with USAA for over 20 years and thought they were great. I started the mortgage loan process with them and am now totally disgusted with them. I am no longer banking with USAA and will no longer refer them to anyone. I am disgusted. They made me jump thru hoops and asked me for the most ridiculous documents. I feel like I am dealing with a bunch of idiots. When did they lose touch with their customer base. Is nobody at USAA watching what is happening with the bank that was established for the military and its families.
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ID
#404395 Review #404395 is a subjective opinion of poster.
Location
Houston, Texas
Service
Usaa Loan
New Reviewer

Very displeased with mortgage processing

I have been a USAA member for 47yrs and can't say enough great things about the company. So I thought I would use them for a mortgage. Because they value my loyalty the process should be a snap..not to mention that my credit and financial status are exemplary. Nothing could be farther from the truth! Nightmare is not strong enough... My processor lost almost every document we forwarded. Her general knowledge was lacking. Repeatedly, I had to remind her of our financial situation even after sending everything in writing. Rarely would she return phone calls. Her emails were more often then not grammatically incorrect. Most of my productive communication came when I dialed 0 and spoke with a more senior processor. If USAA can't do better then this, I suggest they get out of the business.
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2 comments
#805220

These stories sound exactly like what I am going through. 22 years and perfect.

This mortgage process has ended my relationship with usaa. I was treated like a criminal and every other email had different info in it. Thiis review said nightmare doesn't cover it?

Absolutely positive true. I work in a stressful job and I've never encountered this level of incompetence.

#672629

We are in the middle of the same nightmare experience. I am ready to move all my investments and my home and car insurance and completely FIRE USAA. Our mortgage processor is a complete ***.

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ID
#403735 Review #403735 is a subjective opinion of poster.
Location
Denver, Colorado
Service
Usaa Loan
New Reviewer

Vik

I spoke to someone named monica at usaa her # is 800 531 **** ext. 22329 who was completely rude. They charged me $ 1425 in fees because a company named cash line tried to withdraw money out of my account. Over the course of 41 days they tried over 50 times which was a fraud but usaa let them charge me because they were getting $ 29 everytime they did which was the only reason usaa let them. I served my country in Iraq and was wounded by a bullet. This company claims they take care of the military but after today I can truely say they are a fraud and only care about how much money they can take from us. I will be filling a complaint with the better business bureau. Avoid this company or be careful dealing with them I recommend NAVY federal credit union
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1 comment
#644165

So you go to a payday advance company and you accept the terms for what I am guessing is a $1000 loan ($425 in interest per month most likely), then you get mad at USAA that you did not understand what YOU signed and what YOU gave cash line authorization to do.

I fail to see how USAA is being the fraudulent party here, it is an ETF transaction ($29 fee) and if USAA did not try to take out the funds that would be fraud.

ID
#401315 Review #401315 is a subjective opinion of poster.
Location
Hicksville, New York
Product
Usaa Account
Loss
$1425
New Reviewer
USAA member for over 25 years. Retired from the military and moved to a new city. Put an offer on a short sale in December. Our offer was accepted by the sellers and we started the short sale process with the selling bank in January, which we knew and expected would...
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3 comments
#652269

USAA has performed the same function on me and my home was a regular sale. USAA is dispicable!

and shameful!

and truely does not give a ***! To AVOID AT ALL COSTS!!!!!

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ID
#401178 Review #401178 is a subjective opinion of poster.
Location
Las Vegas, Nevada
Service
Usaa Mortgage
New Reviewer
I lost my wedding ring (of almost 11 years) while out for the day shopping and walking the beach. Noticed it was missing when I got home and the next day called all the places I'd been to see if it had been found and called USAA. Long story short... they have treated...
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ID
#399747 Review #399747 is a subjective opinion of poster.
Location
Honolulu, Hawaii
Service
Usaa Banking Service
Loss
$1800

Anything for the fees

Anytime they see a chance to charge you NSF fees, they make d___ sure to pile them on as much as possible. I accidently paid my car insurance (USAA insurance btw) twice this month, and they made absolutely sure to put the automatic payment through first just so that the extra payment would overdraw me (if they'd put the additional payment through first, the auto payment wouldn't have happened, since it only pays your balance due). They also made sure to hold off on posting the checks for all my other bills until after this just so they could get a NSF fee for each one. I called and emailed them immediately when I realized the repeat insurance payment and they just sat there and said there was nothing they could do and that they were going to try repeatedly to withdrawal the funds and charge me $29 each time it didn't go through. Now none of my bills are paid and I'm over $300 overdrawn. Thanks a lot USAA!!!!!!
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ID
#397602 Review #397602 is a subjective opinion of poster.
Location
San Antonio, Texas
Service
Usaa Auto Insurance
Loss
$120

Biggest liars on the face of the earth

I was involved in a collision which usaa claimed responsibility for. My car was frame damaged as a result of this. I went to court and under Oath a little pencil necked mother *** named Tilden Smith Lied through his teeth to win the case. I don't really care about the Money. This isn't over yet. Tilden can you hear me? I didn't win but I am going to make sure it costs your company And you big time. You are the most dishonest pathetic little twerp I have ever Met. I will now make sure that somehow every consumer that has been Involved in an accident involving your company will file a diminished value report It will end up costing USAA millions and maybe they will realize not to *** over people.
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ID
#396969 Review #396969 is a subjective opinion of poster.
Location
Los Angeles, California
Service
Usaa Auto Insurance
Loss
$7500

Lost of $25,000 on a PCS move

Our move from California to Georgia they "lost" our tempurpedic mattress, over 10 boxes (full of my expensive cricut cartridges) and broke most of our furniture... At around the same time we first filed with the movers our daughter died and so we push that aside for awhile. After we got back the amount that the movers covered which was only $900! Then we turned to USSA to recover the stolen items from our renters insurance.. We literally fought them on it for 5 months before they said we were liars! Yup we made it all up but yet we had all of our paperwork and yes PICTURES.. They cancelled our car insurance (not a big deal we were switching).. HORRIBLE disgusting company!!
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ID
#396490 Review #396490 is a subjective opinion of poster.
Location
Killeen, Texas
Loss
$25000

USAA losing it's touch

When I started using USAA they were a great company with phenomenal customer focus and somewhere along the line they have lost that focus. Anytime I call them now, which is usually with some disruption, they are completely insensitive and unwilling to help. I have to escalate just about every call, which should not be the case! The only reason I haven't switched companies yet is because I haven't had time to go to my local credit union. I definitely recommend considering other companies other than USAA for banking, insurance, investing, and credit. They were once a great company to do business with but not any longer.
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3 comments
#668837

Yes, USAA is definitely NOT the company they once were or now claim to be. Their costs for insurance is too high being they must cover all the excess advertising on TV and print. The USAA executives must be making a killing on wages / benefits.

#650271

Had one claim which after I found out (from new company) it was just for fifty dollars. Resulted in a raise of 100 dollars a month, so pissed. Only thing they do is call you by the rank you were in military which is nonsense.

#650265

Ripped me off for years, they are not affiliated with the government in any way, yet their claim is they are so patriotic

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ID
#395970 Review #395970 is a subjective opinion of poster.
Location
Phoenix, Arizona

DO NOT DEAL WITH THEM.

Do not fall for this insurance company. They will put on the act like they understand and care, then NOT ever deliver and hand you back a vehicle that should be TOTALED. Their mechanics pretend like they will give you top quality work and it will appear that way...they will even say that they've changed or cleaned house just to get you to feel communicated to...don't fall for it. Their mechanics are not good mechanics...they will get you out the door if they need to, but they won't deliver what you expect. They don't care about your life...they care about signing people on so that they'll have enough money for their pockets. Don't believe them!!!!! horrible horrible horrible people.
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ID
#395563 Review #395563 is a subjective opinion of poster.
Location
Knoxville, Tennessee
Loss
$12000

RATES

If you've blundered upon this message board, and you've been a USAA "Subscribing Member" for more than 20 years, USAA is TAKING YOUR RATES FOR GRANTED and they're slow-cooking you with higher rates. DON'T BELIEVE ME ON THIS!!! Just call Geico and get a quote, and then you too will be a PISSED CONSUMER, and you can post your own story or reply here. AND NO, I DON'T WORK FOR GEICO.....just do it, and be ready to be mad about what you've been paying USAA. They're not the member-centric unincorporated inter-insurance exchange they used to be. All Robles and his rubber stamp board care about is the $175,000 each board member gets paid each year for nothing, and the $8,000,000 Robles gets paid each year that is HIGHLY CONFIDENTIAL, which of course it probably should be!
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6 comments
#669423

You're missing a couple of big points.

1) Check the financial ratings data. AM Best. Come back when you're done.

2) Check the claims status, USAA consistently pays more and settles faster than (almost) any other company.

3) You complain about rates from Non Commissioned Officers and other enlisted but they aren't even insured by the same subsidiary company as (sicne you're being so snooty about it) Officers and their dependents. Rates are filed by subsidiary company, not as a whole. Tell your friends to stop crashing into things.

4) You're mad that at 19 your auto rates were high? Really? What world do you live in?

Is USAA perfect? Heck no but you're just *** to see if you can get someone to validate you.

#666289

I joined USAA after hearing that they were a great company with great customer satisfaction. I served eight years in the military and had heard some good things about them years ago.

I called them and compared my current home owners and auto policy rates against what they could offer. They saved me some money, though not a lot. Still they seemed very helpful and were very courteous on the phone. All the discounts they gave my family were based on us moving over all our insurance policies and opening a checking/savings account with them.

For the first year, things were great. Then they did a ‘policy review’ over the phone and a month later my auto insurance increased from $280 a month to $391, which is a $1,332 annual increase. This increase was done without any notification or justification. So I called to find out why.

They were unable to tell me why there was an increase. All the drivers on the policy were the same, all the vehicles were the same, and there were no accidents, claims, or traffic violations. They said sometimes the insurance just goes up and that even the actuaries can’t tell you why? Really!

I have had policies with three other insurance providers and none of them ever raised my rates without notifying me first and explaining the reasons for the increase. I am severely disappointed in USAA and would tell everyone, military or not, DO NOT insure with this company! They basically hook you and then try to extort money from you through premium increases that they can’t explain nor justify.

I wish someone would have warned me. STAY AWAY!!!

#631089

This guy is right! I still have USAA insurance, but will be looking into changing soon. A friend recently dumped USAA after discovering that GEICO would insure his vehicle for nearly 50% less.

#622843

:roll I have no problem paying more to be with a proven company. Why would I want to give away my dividend and Sr Bonus to go with a company like Geico?? Good luck and good ridance..I'm sure you'll be back when your rates go up at renewal.

#631093
@PissedConsumer622843

Lee,

Firstly, GEICO is a proven company. It was established in 1936 by a former USAA worker that reached their glass-ceiling for workers that weren't former military. Additionally, GEICO is a wholly-owned subsidiary of Warren Buffet's Berkshire-Hathaway—if you don't already know, I suggest you familiarize yourself of the criteria for Warren's holdings.

Secondly, upon contacting USAA to insure a motorcycle, since they stopped issuing motorcycle policies, they specifically referred me to GEICO.

Thirdly, after totalling my motorcycle, GEICO handled my insurance claim efficiently and paid-off my USAA loan in full, and issued a check to me for the value above my loan.

Instead of holding a biased opinion against GEICO because of their cheesy commercials, ask yourself why USAA opened its membership to non-comm's and enlisted.

An additional note on USAA's non-competitive rates, when I purchased my first new vehicle at age 19 my auto-loan was $194/month....my USAA insurance was $200/month. How's that for raping your customers? Sadly, instead of changing insurers, I drank the USAA kool-aid like a good little soldier. My original intent was to buy a motorcycle, but I was confounded and dismayed by the fact that though my loan payment was only quoted at $150/month, USAA's insurance was quoted at $300/month!

#631103
@PissedConsumer631093

Oops! My second and third points in the above comment referring to both GEICO and motorcycle insurance...it was actually Progressive.

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ID
#392680 Review #392680 is a subjective opinion of poster.
Location
Worthington, Ohio
Loss
$10000

Inside look

As a processor I will tell you that we do care - quite a bit. However no matter what we do or how hard we work it is not enough to meet demands. We have great members who deserve the best. But one person cannot be a personal rep to 35+ people on a mortgage. As a processor I answer the phone as often as I can, and get loans into underwriting as quick as I can. But ask how much control a processor has over your loan before you beat that person down. Because the answer is not much - not much at all. Yes - they should answer the phones or return calls as quick as possible. Yes - they should provide you with answers. However please realize that as a processor we want to get your loan approved, and if we don't answer your question within a few hours its because we are working hard on your loan or another person's loan.
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ID
#392070 Review #392070 is a subjective opinion of poster.
Location
Tampa, Florida
Service
Usaa Mortgage
30 Year Plus Member of USAA!!!! Financed mortgage with trusted USAA. USAA promptly sold mortgage to GMAC. GMAC goes bankrupt, and solid on-time payment mortgages get sold to suspect lender bad blog "Green Tree". Contacted USAA to stop Automatic ACH draft to Green...
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3 comments
#687030

A very similar thing happened to me! In my case, I did everything right.

But in the end, my account was overdrafted by $1600 because USAA failed to stop an ACH payment. Why? THE REP ON THE PHONE ENTERED THE WRONG COMPANY NAME! It took WEEKS to fix!

I've been with USAA going on ten years. I don't know what's happened to them in the last 2 years, but it's like a different bank.

They are doing the same things that caused me to leave Wells Fargo for USAA! Where do I go now?

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ID
#392019 Review #392019 is a subjective opinion of poster.
Location
Orlando, Florida
Service
Usaa Mortgage