USAA
Reviews and Complaints

you borrow money and then get upset when they ask for it back??? yeah, you need to wake up.

cease and desist..ha! would you?

Unfortunately, a creditor does not need to adhere to anything agreed to in an email. In order to make them cease and desist you need to send them, via certified mail return receipt, a written cease and desist letter.

Be advised that this may push them to sue for the debt and you may soon receive a summons. If you can afford to pay a partial per month draft an agreement and send it to their corporate office with a request for them to sign and return if they agree.

Do not trust anything unless you have it in writing. Good luck!

America is doomed because of DEADBEAT LOSERS LIKE YOU WHO THINK THE WORLD OWES YOU!!!!!! PEOPLE LIKE YOU ARE CALLED LOWLIFE WORMS. :sigh :sigh :sigh :sigh

Listen, I can't speak too much for people who have had to deal with USAA, but for those of of you reading these comments and starting to get worried, try to keep a few things in mind while going into the claims process; total loss is usually determined by a repaircost/value of the vehicle at the time of the accident. If the repairs are ~80% of the value ( and not kelly blue book, theyll likely use a much more detailed a throughput system designed specifically to be more accurate) of the vehicle it will likely be totaled.

Some states will allow you to keep your car but this is out of the ins company's hands... which brings me to the next tip, Insurance is big business that the gov't fully regulates. Trust that they will not purposefully do anything shady as it would cost them much more money to be audited by the gov't then it is to just give you what you want. Which brings me to the final point...

we all have expectations from our claim, but the reality is its going to take time. Its not going to be easy and you're going to get frustrated. Try to remember at all times; the voice handling your claim is likely a REAL LIVE human being. Be amicable, be polite and try to talk with a smile in your voice.

Being nice to the HUMANS who work a day job ( yep, just like you) handling angry people calling them all day can only help your case. Good luck everyone, I hope you find this helpful.

In May if this year my son was hit and killed by a USAA Driver, It is now Mid-October and they are still trying to jack around. I am by no means a litigous person...what is the point it will not bring my son back...BUT, USAA insures for a reason and this is one of them.

I have not asked for no more or less than what this young mans insurance is supposed to cover and yet they are still trying to find ways to not pay anything.

Meanwhile the young man who hit my son is riding around in a new vehicle with his underaged pregnant girlfriend and my son still has no headstone! I hate to do it but the next call I make will be to my own personal Lawyer!

USAA is the worst insurance company and they are unethical. If you want to close them down than file a complaint with the insurance commission and with your legislators.

Use the pen and paper on these folks 'cause they need to be closed down. ASAP And as for the claims adjuster who is on this blog... just do your job and stop attempting to justify it you jack_______!

Go get yourself an attorney and sue these people. Sue Sue Sue!!!!

This is the second time a soldier who has USAA has hit my vehicle within a five year time span. Each time the soldier claims he has been to war.

Well being a military brat and military wife (my husband is retired) yep I understand war is war but really can you people come back home and act like responsible citizens. This time the soldier drove his car with a tire with was not mounted correctly for three days and it came of and cause us to fly in the air and into a ditch. The claims adjuster told me to be thankful we did not get killed and after all they did pay for the car. Well you cannot pay for someone's neck, back, shoulder, and the PTSS they are experiencing because of a wreck caused by someone who is not responsible.

Again this is the second time I've had to deal with this company and they are only concerned about saving their company money. They don't give a ----- about you so go get yourself a lawyer!

A drunk driver Hit me On 4/19/2011 and she has insurance with USAA today it is 5/9/2011 and I havent gottoen anything mii car is a total loss ! I have 22' crome rims on mii car which i paid 2200 for and music that i paid 900 and can you believe that they dont want to pay me for it they said they will give me 500 for mii rims but nuthing for mii music !

lik is that even fair ? they havent contacted any of the ppl that was in the car with me ! USAA sucks ! and they should be shut down !

ASAP! they are only making inocent peoples lifes *** !

There hasn't been a Board of Insurance in Texa since 1992.

I am an adjuster and the complaints you have are not valid. The adjusters are complying w/ the terms of your contract and if you read them, you would understand why a deductible applies and why you are not given back what you paid for the vehicle but the actual value of the vehicle if it is a total loss. READ YOUR CONTRACT AND THAT WILL SOLVE YOUR PORBLEM

I am an adjuster and the complaints you have are not valid. The adjusters are complying w/ the terms of your contract and if you read them, you would understand why a deductible applies and why you are not given back what you paid for the vehicle but the actual value of the vehicle if it is a total loss. READ YOUR CONTRACT AND THAT WILL SOLVE YOUR PORBLEM

Usaa claims is horrible they settled a claim for $1982.00 with me and kept $500 of my car money afterwards they went into my account and took the $1482.00 could not tell me why and my rent check bounced and I ahd to pay $155.00 for nfs fees plus late payments.I asked why did you take the money back ,answer,someone screwed.TEXAS STATE BOARD OF INSURANCE IS THE ANSWER

I am a current USAA mortgage processor for both the VA and conventional lines of business. I am the first to admit that all the negative comments about the USAA mortgage process and processors are, sadly, correct.

For starters, my co workers were recruited from largely from day labor agencies- that's right, your "loan representative" may have been laying brick or drywalling one day and next day that person is "processing" your mortgage!! Also, we (yeah I admit, I take part in this) make key documents "disappear" if we were having a bad day. For example, a purchase contract or an appraisal can disappear EVEN if you, the applicant keep sending in documents :-) Additionally, voicemails get deleted without getting heard, and emails too (from you, our member). This happens because we resent having the weight of the world on our shoulders while the team leads and Underwriters do almost nothing!! I have caused many closings not to happen- especially purchases when we have the authority to delete entire loan files!

Also, because we are the point-of-contact with the appraiser, title companies, etc., we routinely ask the appraisers to "low ball" the appraisal so the deal falls through. Now, before you start getting all mad at me, please consider the following: If a loan is denied for low appraisal, it is AWESOME because that file falls off our caseload. If the appraisal does come in where we need it to, then it creates a MASSIVE amount of work for us!! It SUXXXX!!

USAA mortgage does not provide us with training and we largely "make it up" as we go along. We do not try to create a bad member experience; however, due to the fact our caseloads aAre so heavy, we do anything possible to "kill" a deal. It sounds horrible, but afterall what would you do if you were one of us?? We don't earn barely above minimum wage and we are 100% "contracted" labor. In other words, we are "temps" and we have no benefits and are expendable!

Make up your own mind if you want to deal with USAA Mortgage- you now have all the facts!!

Melissa K

USAA does not hire "illegal" immigrants and to even suggest that is simply absurd. The complainants above are confusing "Spanish accent" with "speaka no English".

I sometimes have difficulty with that myself since I do not confront accents often. Be patient, folks.

If you respond rudely, you will get, in time, rudeness in return. Send a letter/email to Joe Robles, USAA CEO, and I'll assure you a "speaka English" associate will contact you.

I find that customers who have bad experiences...example...dozer says his mortgage processor, who spoke NO English mind you, was beligerant and rude.....are the rude ones. I imagine Dozer was rude and beligerant to the mortgage processor.

Most people who have bad experience are the rude ones. This woman probably spoke English with a heavy accent and Dozer says she spoke NO English.Dozer i think youre probably a bid, fat, ***, redneck, inbred, backwoods liar!

I have had a couple of less than satisfactory experiences at usaa, but i find it had to believe you spoke to someone who spoke No English. How did you figure out that the employee was a contractor or that they didnt know the definition of the word "mortgage"? Sounds like a big exaggeration and i have little respect for that.

4th Closing date, 3rd processor, getting no where. Sellers about to back out, USAA knows it, but still moving like slugs.

If you are reading this. Trust me, Do not use USAA Mortgage. My realtor told me to go with this bank in town. I said, I would go with USAA, they are good with stuff like this..HAAHAHA..Little did I know, that the mortgage dept.

is totally worthless. A waste of time. I speak from experience. You will regret it when you are weeks past the original closing date.

You need to go somewhere that you can walk into. There are alot of banks that are VA approved lenders. They will have you done in no time. I am on my 4th closing date, sellers want to back out.

Faxes are lost, emails are buried. You know, the email that has the important info they requested one day before closing, and now your closing date has been pushed back, again. You will not be able to get your processor on the phone. You need to use extension 78466, and they will instant message your processor, who will message them back.

HOW??, so, the processor doesn't answer the phone when you just called,even though they are right there. NOPE! Also, they will call at the end of the work day, to give you some info, so that it will have to wait till the next day, so that you can send them the bank statements they lost, for the 3rd time. Hello, check your email.

Its still in your *** email...duhhh! I have chosen to go with a different bank now. The one my realtor told me to use from day one. One that I can walk into, right down the road.

My paperwork, all of it, is currently sitting on the underwriters desk.

All they are waiting for is USAA for the appraisal documents. And its a done deal.

The whole no english thing as posted by Simon is right on the money. I had the same experience.

NO SPEAKA ENGLISH is my Processor to a T! I do not understand why USAA, a supposedly "American" company, hire illegal immiegrants? I do not understand at all. I am from Indiana and believe in americans first!

As a side note, my loan never got closed. MY Processor was rude and never did call me back

Well for someone who is complaining about another peron's English, you should know that "No English" is not using proper English. The proper term is "does not speak English. Also there is no such word as "mostake" did you mean mistake?

Well for someone who is complaining about another peron's English, you should know that "No English" is not using proper English. The proper term is "does not speak English. Also there is no such word as "mostake" did you mean mistake?

I agree with Lisa. I have the same problem- definately no speaka english is all the rage at USAA mortgage services.

My processor told me that he had been on the job for 2 weeks, he was also a "contractor" and had never had mortgage experience and did not even know the definition of that term even!

I cannot believe it!! I am also making it my mission to try to warn others as well.

My VA Mortgage Processor screwed me!! I am doing what I thought was an easy loan.

A VA intereste reduction loan. My Processor, who was a "temporary" did not speak anything other than Spanish and I could not understand her! She was beligerent and mean. She sent me a decline letter for no paystubs, however no paytubs are required for this type of loan!

What an incompetent ***! Of course, it is San Antonio we are talking about so I am willing to be that she was most likely an illegal mexican!

Not sure if USAA got to the processor but her page is no longer visable to the public.

Yeah, well at least your processor could at least speak English!! My piece of *** Processor was some guy from God knows where (probably San Antonio) Its a combination of Mexican and some other unknown dialect. Of course what do you expect in corporate america except politically correct hiring and to *** with the customer!!

Send a link to her FB page to USAA and also, contact your local news stations. The media loves this kind of stuff as much as a cockroach loves crumbs. Well the media and cockroaches are about one in the same but, using them may work to your advantage.

In case you can't open the link, it says:

Nicole Malec is "so IRRITATED by dumb *** ppl!!!! Hmmmmm do I give a s*&^ if you get into your new home on time..............ummmm nope cuz all y'all want to do is complain so all of my empathy/compassion for u was left at the corner of I don't dive a S&%$ and F*&@ Off!!" October 7 at 2:09pm

And that is a PUBLIC FaceBook page?!!?

I agree whole heardtly, thsi has been the worst service I"ve ever received from USAA or their affiliates. I can't believe they are still holding a contract with them.

I have had a case with theprocessingcenter.com since 23 Sep 2010!! it's now 21 Dec 2010 and I still have yet to close. I am literally on the phone with them now and still getting the run around. They are probably going to 'schedule' adn I use that term loosely, cause they have said this five times prior to this one (literally), but this time I'me calling USAA back after I get off the phone and let them know what's going on.

:( :( I'm so upset over this that it's ridiculous. :(

USAA members are nothing but babies. Sure you served our country as I did but I'm not about to go and try and find a processor on Facebook and then "tell on them" just because she can't accurately communicate or because they don't call me right away.

BOO HOO!! Have you ever considered that USAA Mortgage Processors have over 50 other loans they are dealing with? Blame the company, not the processor. Customer service is one thing but common courtesy is another.

If you didn't like the processor you should have requested another one, or request to have their supervisor process your loan, or just go with a different lender. USAA charges more on their loans than most other banks (and even more than brokers)...why go with them in the first place? Because of their customer service?

Do your research; USAA does not have good customer service or rates. I'm surprised people would put up with paying more and receiving less than average customer service just to be "loyal"!

I am with you on that!! When I call for a status on my VA refinance, my processor barely can form a sentence in English and is also very rude.

She will never return a call either. On 1 loan, this is my 4th processor assigned! None of them could speak very good english neither were they kind.

Nothing against Mexican American people- however, in business, you need bright, articulate, knowledgeable staff that communicate kindly and effectively. I give up AND I also will be contacting Clarkk Howard to tell him my disgust!!

My VA Processor, a young mexican woman that I could not even understand (broken English) scorned me and took a horrible tone with me about wanting to withdraw my loan for a VA refinance. I forgot to put some papers in the mail and she was to the point of yelling at me on the phone. I am sick and I am going to the TX Department of Financial Institutions AND Comptroller of the Currency about this abuse I took!!

I am curious to what happened in the end game, did they make good and was it resolved? I am asking because I am in a similar situation with a refinance.

VA Steamline, easiest loan out there. Did one a year and a half ago and it took a couple weeks, no problem, proactive loan processor that kept me in the loop. This time, the processor doesn't answer the phone, doesn't let me know what's going on, doesn't call me about cancellations, not even the notary knew and they were thankful I called them.

I HAVE BEEN CANCELLED LAST MINUTE 3 TIMES!!

No call from USAA, I find out from the title company. Then I have to call back and find out what is going on. It's ridiculous.

I have always had excellent customer service with USAA, but this time, this is the worst, I definitely feel betrayed. Even the supervisor didn't make good on his promise to keep me in the loop.

To all of those that are trapped with using USAA for your mortgage, continuing griping to them long after your closing. I eventually got high enough in the corporation for them to compensate me financially for their screw ups.

To the original poster...exactly! Their mortgage loan process is a complete and total mess.

Didn't close yesterday on our "guaranteed" closing date after an entire day of sending in loads of last minute requests. Bought a NEW plane ticket today so that we could stay and close. It's two hours until my husband needs to leave for his flight...still no closing. They are a complete mess there.

If you plan on getting a mortgage through USAA don't plan on closing on time. Even at that, call them EVERYDAY and harass them!!! I mean this literally.

What do you need, have you received my paperwork, could you open my attachments (yes this was an issue at last minute), has the appraisal been ordered, has the appraisal appointment been made, etc......You have to do their work for them, because they WON'T do it. Use them for banking if you like, but look else where for a mortgage loan.

Yes! AMEN to the Lisa lady who talked about the Mortgage Services being a scam.

I mean WTF do they hire illegals to staff their flimsy operation? I think they will do this: They will charge you $350 up front, then they will turn your loan down and not return the money....this is a criminal enterprise, in my book

USAA has not planned accordingly in respect to allowing ALL military members, past and present, to open new lines of business. They try and bring in contractors and temporary staff to help ease the burden but there are still more than twice as many loans in each processor's *** than what should be.

The simple solution would be to hire at least 400 more processors so that each processor has no more than 40 loans instead of 60-80. Customer service would increase and pissed-off military members would decrease; of course that would cut into USAA's bottom line and god forbid that ever happens!!!!

I have been a member of USAA insurance for over 20 years. In that 20 years I have not had any claims.

I had a car fire and they refused to cover it. I am paying over $1200 per year for insurance and I just called around and can get the same coverage for half.

I am switching to another company. I BELIEVE TOO THAT THEY ARE A SCAM COMPANY!

been a member for over 20 years and yes they have gone way downhill.I have also in the past recommended them to others but no more.

They gave a friend a run around on her homeowners and then switched her to Progressive agent without telling her.

Now they are doing a bait and switch with shady advertising of low interest rate balance transfers.

Stay away from USAA !

I have been a member since 1986 and have seen this company go down hill in the last 5 years. The movers advantage program is a joke.

I was insulted by one of the reps when I asked questions she couldn't answer and refused to work with one of the realtors she picked because he did nothing and wanted a fast close. We were looking into mortgages with them but after all of the complaints are now looking elsewhere.

Sorry to hear this, USAA is member owned and one of the best financial/insurance companies in the country.

Hi, sorry this happened to you. My husband and I have banked with USAA for 10+ years and are surprised to hear something like this.

My question is (and I'm sorry if this is a given assumption): Are you current or prior military?

That really is the only thing I can think of why they "chose not to do business". Hope you get your money back :)

@JEFF: CAN YOU BE ANY MORE OF A BIGOT? USAA WAS NOT FOUNDED BY MEXICANS. GO BACK TO YOUR FARM, HILLBILLY!

USAA Mortgage Services=I am in agreement. Our San ANtonio based VA loan representative was very ineffective- mainly because this was his first job out of high school and he confided in me (through very bad english) that he actually is not a US Citizen and he had been in TX with his family illegally since he was a child. I would not have cared about this fact if he could have closed our loan or understood his job functions- I suppose in South Texas, the close knit mexican american community will always hire "one of their people" over a qualified white US citizen because afterall, it is a mexican owned and founded organization!!

I am in agreement. Our San ANtonio based VA loan representative was very ineffective- mainly because this was his first job out of high school and he confided in me (through very bad english) that he actually is not a US Citizen and he had been in TX with his family illegally since he was a child. I would not have cared about this fact if he could have closed our loan or understood his job functions- I suppose in South Texas, the close knit mexican american community will always hire "one of their people" over a qualified white US citizen because afterall, it is a mexican owned and founded organization!!

Worst ever sums it up and no one seems to care at usaa

We went through the same experience. Have had USAA services for a few years now.

At first I was skeptical about USAA, but they won me over with their SUPREME customer service. The mortgage company? DIFFERENT STORY ALL TOGETHER. They were terrible.

Same issues listed in this review, only we missed our closing date several times, and almost had to pay extra penalties TO THEM because they could not close on time!!! To this day I thank the fact that I called them every day for 3 weeks straight, (basically harrassing them).

I think that is the only reason we EVER closed. :(