Anonymous
map-marker Warsaw, Virginia

Claims

Their customer service/claims representatives need to learn what customer service is. I continue to leave messages and Francis Velasquez who is supposed to be handling my claim (it was their customer who plowed into the back of my truck and totaled it) and he doesn't return phone calls. I would like to close out my claim so i can get another vehicle but can't get anywhere with those people. You couldn't pay me to have USAA as an insurance company. The one time i was able to get hold of Francis Velasquez i was insulted by the ridiculously low amount he was offering me.
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1 comment
Guest

wow!

Armanda Cys

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Verified Reviewer
| map-marker San Antonio, Texas

USAA helps vendors withdraw fraudelent fees from customer accts

In June this year, Cox Cable erroneously withdrew $568 from my checking account--in addition to a regular monthly payment that I'd already made to Cox of $89. I called USAA to file a dispute against Cox to get my $568 back. USAA issued a temporary back to my account. Since I had previously been a Wells Fargo customer, I mistakenly assumed that USAA handles its dispute investigations like Wells—that is, Wells (1) issues a temporary credit to the customer, (2) investigates and confirms the vendor is in error or fraudulent, and then (3) emails the customer saying the credit is now permanent. Instead, what USAA does is actually in the vendors favor. At no time when I filed the dispute by phone did the USAA rep tell me that I'll be getting an vague email that I need to respond to, or else the money goes back to Cox. Mind you, USAA sends vague emails all the time saying "you have a message in your USAA mailbox" for monthly statements or promotional items. So, when I got the "you have a message...USAA mailbox" I didn't realize the urgency, and so didn't open it. I had no idea that by not opening the email, which (I've since learned) told me to log on to USAA and send an email that states what I've already disputed by phone--by not doing that, USAA returned the $568 to Cox! An unexpected $568 pretty much annihilates our checking account. Our son is starting college and needs money for books. I've called USAA last Friday when they withdrew the $568 and was told "too bad, we couldn't get in touch with you so we thought you no longer dispute the $568". What?! How does me disputing something, and USAA trying half@***d to get in touch with me mean I want to pay $568 to Cox for service they did not provide? So by charging my checking account for $568, that caused 6 small checks to bounce, at a whopping $29 bounce fee each time. Now I'm out $742 because USAA's dispute process is set up to help the vendors defraud consumers. PLUS, the companies whose checks bounced have not billed me anywhere for $30 to $35 fee because of the returned checks. The total of this entire mess could be almost $1,000. Not to mention the embarrassment of having the check paid to the university bounce--starting my son's college year off to a "great" start. USAA has had both my and my husbands' cellphone numbers for years. If they cared to do a single hair of customer service, they would've called either of our phones to reach us. But instead they send one email saying "you have a message". Why not include the message in the email itself, rather than expecting customers to log on to find out what it is USAA wants them to do? AND why do I need to re-file dispute by email in the first place? If a dispute by phone is not a "real" dispute, then the USAA rep should've told me that I need to resubmit the dispute by email. That is the worse dispute process I have ever seen. USAA basically through their horrible process makes it easy for fraudulent transactions to occur on their customers' checking account.
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Loss:
$900
Reason of review:
Poor customer service

Preferred solution: Full refund

Anonymous
map-marker Fayetteville, North Carolina

Review in Loans and Mortgages category from Fayetteville, North Carolina

Just found out my usaa cc limit has been lowered from 6,000 to 2,500!! Never made a minimum payment, always paid above min payment and one late payment in 3 years! Now i have to work hard at getting my credit score back to being respectable. Funny thing is out of my 3 credit cards, usaa is the only one that lowered my credit limit......unbelievable!!!!!! And usaa supports the armed forces???????
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Reason of review:
Problems with payment
1 comment
Guest

Don't play the Vet card! You are no longer active duty, and being a Vet has nothing to do with your complaint, other than you are using it to obtain sympathy.

A company might support the military, but only to a certain extent.

You can bet your bottom dollar that there is a very good legitimate reason that they lowered your credit card limit, and instead of complaining here do some investigating to see if you can find out why. There is something kind of odd about your story.

Yalena Qrx
map-marker Layton, Utah

Avoid USAA auto insurance! They refused to pay to fix my vehicle.

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Stay away from USAA auto insurance. I was in a hit in run accident 2 months ago.

A large moving truck clipped the front quarter panel of my dodge ram. The vehicle that hit me did not stop after the accident. I took the truck to the USAA recommend body shop and received an estimate. Part of the estimate was to repair the lines rocker panels on my truck and to respray the rest of the panels to match the new repair.

The estimate had a $250 place holder until they could get a quote from the linex dealer. Once the dealer quoted $800 to repair the lines, USAA refused to pay the difference to complete the repair. They have stated "sorry for the inconvenience". I have paid my $500 deductible to have the vehicle repaired and now will also have to pay $550 on top of the deductible to have the vehicle repaired per their own body shop.

The claimed its an "at fault accident" since there is no other issuance to go after. Here is the exact email from USAA! Avoid USAA auto insurance!

Mr. Kramer, I apologize for the delay.

We have determined we will only pay for the affected area of line-x.

I apologize for the inconvenience this may cause , and will follow up with you tomorrow morning going over my conversation with my manager. Thanks, Alex Gage

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Loss:
$1050
Pros:
  • Low price
Cons:
  • Will not actually fix your vehicle
Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered

Blane Dtt
map-marker Fayetteville, North Carolina

Usaa - Deposit Review from Fayetteville, North Carolina

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Iam a future soldier set to go to badic training 02/02/2015. My recruiter told me to go ahead get a bank for direct deposit. Since im 18 going right out of high school went to USAA bank with my wife of 3 months to open account. A week later our account was locked and we were told they didnt want our business and we would get a letter after trying to get funds bank and neither getting letter back im upset. I dont see why this would happen. My wife also has account under her dad as a dependent. Very upset.
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Reason of review:
Not as described/ advertised
Anonymous

Don't mess up or any future interactions will be HORRIBLE

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I was in a bad situation and someone I thought I could trust got into my car, stole my debit cards and put my account in the red. I called and reported it but they said it was my responsibility to bring my account positive and all they could do was send another debit card which took 2 weeks...wtf. I bit the bullet and with help from my family I brought the account positive. Flash forward to 6 months later. I got a new job and opened a new account with usaa and a new card. I deposited a $500 check from my job (a large, well known call center) and they placed a 2 week hold on it....wtf. They also turned my mobile banking. When I called, they said it was because of my past history with the bank and that the old account had stayed negative for too long AND because the amount I had deposited into the new account was too large...once again...Wtf?? I am now left with 0$ to feed my child, pay bills, or have gas for work or school. I'm facing being fired from my job because I can't make it in till the 21st and it's the 12th today. My husband is missing school because he doesn't have gas and we are falling behind on bills for the beginning of the month. Needless to say the customer service rep was served many eff bombs. Never. NEVER. Banking with them again.
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Loss:
$1000
Cons:
  • Lied too
  • Being treated like a criminal
Reason of review:
Bad quality

Preferred solution: Let the company propose a solution

Cordell Rgo
map-marker Los Angeles, California

Tried To Get Quote, Forced to Create Membership, Couldn't Delete It, Got Lectured By Cust Svc

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Google U.S.A.A sucks, you'll be surprised. I just needed a simple auto quote. I got locked into U.S.A.A's forced membership creation. There was no way to delete the membership after I got the quote. I had to call U.S.A.A. Of course I had to get through the computer auto answering service. The loser working for USAA didn't know how to do her job and had to ask one of the other losers for advice. Then after being on hold for 5 minutes she jumped on her high horse to lecture me about my USAA username whick was F***UUSAA.
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Cons:
  • Forced membership for auto quote
Reason of review:
Poor customer service

Preferred solution: To inform others

Anonymous
map-marker Richmond, Texas

Auto Claim 12 days ago and I'm still without a rental and USAA is refusing my medical

I was involved in an accident with their insured who was found at fault and cited at the scene of the accident. It has now been 12 days, I am still without a rental car, my car is a total loss, I have left multiple messages daily for the adjuster assigned to the claim and I have yet to speak to her. I have injuries and they are refusing my medical. The adjusters that I can actually speak to are rude and unsympathetic. So now I'm stuck without transportation, a back injury and a worthless insurance company. I don't see how these people can sleep at night the way they treat their claimants, I also don't know how they can get away with this. Looks like I will have to get an attorney involved. USAA is a joke.
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Reason of review:
Order processing issue
Anastacia Cmb
map-marker Las Vegas, Nevada

EX Canx My Insurance.. I was never notified

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My ex and I have a joint policy for our 2 vehicles and home while we wait for the house to sell. I just got a letter from the DMV dated 10/22 that on 9/21 my ex called to canx my trucks insurance even though he is also on title. No ONE contacted me. When I called they stated because he didn't say we were separated they didn't need to contact me. But he had added his new truck 4 days prior and told them I would NOT be a driver. So it didn't seem odd I was still on the policy with ZERO vehicles to drive? Now I can't get decent insurance anywhere else because I was listed as un-insured. I also have to pay $250-$700 in reinstatement fees and $1000 fine for not having insurance with the DMV because USAA will NOT say I had continuous coverage. My new policy with them is also 3x higher!! They have royally screwed me!
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Loss:
$1700
Reason of review:
insurance cans by ex

Preferred solution: Let the company propose a solution

Anonymous
map-marker Houston, Texas

Usaa - Claim Review from Houston, Texas

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My car was broken into on Dec 6.2014. I filled a police report. I waited two weeks before i waited to be contacted by ussa and no on reached out to me so i called. Then they send out Preirmre services an inspected my vechile said they dont see evidence of a navigation wire or camera wire an i explained all the wires was taken with the equipemtent if it wasnt it was thrown out after i cleaned up my vechile. Preimere Servicrs told usaa everything was there expect the navigation wire and camera wire. So i again contacted usaa after a week of hearing nothing they explain i need proof of purchase now. So i provided bank statements. Now after a month again i call in to find out the status of my update they now want to put my case under review for a claims investigation. Wow after i call in to complain they put itunder review. I spoke with over 5 different adjusters draling with my case and sent.in everything they asked and now the last on Hedi was upset with my attiude an.put.my case.under review.
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Reason of review:
Poor customer service
Anonymous

USAA credit card services are a joke. They have Refused to reverse a mistake they made concerning card payment

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I went on their website to my account to authorize a payment amount due to a dispute with a company. I told them to authorize a withdrawal of a certain amount minus the dispute amount. They still took out the disputed amount along with the amount I said to withdrawal. When I called and told them they had made the mistake, they said they cannot reverse the withdrawal but that I had to go to the bank and get a cash advance for the amount in question, but by doing that I would have to pay 3% of the advance. Their mistake, their refusal to return my money and then I would have to pay a percentage to get my money back. I am going to start using my other credit card and will be dropping their car insurance.
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Loss:
$93
Cons:
  • Customer service
Reason of review:
Poor customer service
1 comment
Guest

This is your mistake, not theirs. Cannot do it this way. Lump it.

Anonymous
map-marker New York, New York

Usaa Loan Review

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Usaa claims to help military members, yet they don't. They wouldn't finance my first auto loan, even though I had over a 700 credit score. That was acceptable because it was my first auto loan. Now over a year later after making my other payment on time every month, they still won't finance me. This is such a hypocritical organization. I will be closing all my accounts with them very soon.
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Reason of review:
Problems with payment
Anonymous
map-marker Killeen, Texas

Military don't use USAA ! Russian workers

Took my car to a USAA direct repair facility after a hail storm damaged my new car. Had russian workers with USAA shirts at repair facility but they actually worked for a company called HI-Tech PDR..... They did an estimate and could barely understand the manager (russian). Went and got an estimate from another repair facility and was less and could understand person. Can not believe USAA woould use a russian company for us (USA military)!!!! Changing insurance companies!!! PLEASE SUPPORT OUR MILITARY BY SHARING THIS INFORMATION. Did some more research and found that Hi-Tech PDR brings Russians over on a school visa and trains them to do PDR (Paintless Dent Removal) o=in the USA for more inexpensive...So also they are contributing to our unemployment!!! So disappointed in USAA
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Reason of review:
Poor customer service
2 comments
Guest

I actually feel bad for them; xenophobia is a military requirement.

Guest

So *** what, they are humans just as you are.

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Anonymous
map-marker Bisbee, Arizona

Optional Coverage Review

Thankful for these reviews, I was considering usaa for optional coverage, but now no way, they scare the *** outa me
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Anonymous
map-marker Killeen, Texas

HORRIBLE SERVICE! NOT MILITARY FRIENDLY AS THEY CLAIM TO BE!!!

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Where do I even start! This bank is a nightmare to say the least! While my husband is being deployed to Germany, I have received an email saying that his debit card is being replaced because its info was compromised. I called the bank and gave them my husband's address in Germany, they said they would expedite the new card to his address there and he will received it in 3-5 business days, they also said I can call back the next day and get a tracking number for the card. When I called the next day, I found out that it was not yet shipped out and was told to wait one more day for the tracking number to appear. I called a day later and was informed that the card was sent through a regular mail!!! I was very upset, so the representative told me that she can reorder the card and have it send out through expedited mail so my husband can receive it in 2-3 business days, I agreed. Called next day to get a tracking number, but once again the card was not shipped out, called just now again and guess what? THE CARD WENT TROUGH A REGULAR MAIL AGAIN!!!! Just FYI, my husband is being there all this time without a penny, because of this *** *** *** people!!!!! How much does it take to send out one stinky card in the correct manner??? Do you people realize that because of your stupidity our service members having stress that they don't freaking need to have on top of everything else??? You dare to call yourself a military friendly bank? You don't deserve to be called that!!!! This is by far not the only one issue we had with this bank! I am sending money to my husband through Western Union, so he can at least have some cash in his pocket and upon my husband's return, we are closing all account with USAA!!! SHAME ON YOU USAA!!!!!!!!!!!!!!!!!!!!!!!!!!
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