Kandise Bpt
map-marker Phoenix, Arizona

Fraud/ Horrible customer service

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The same thing happened to my account someone transferred 1000.00 from my account to a pay pal account and the fraud department after doing their investigation stated it was me, when I told them clearly that the money that they had taken was my mortgage payment. The worst thing is they treat the customer like they committed the allegation when I didn't. Then I got banned from USAA without retrieving my funds back and they won't even allow me to pay my debts that I have with them because they no longer want to do business with me after 4 years. I thought that they were a better bank considering that I work for the bank and know the protocol it was sad and very disappointing. I will never recommend anyone to do business with them ever
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Loss:
$1000
Cons:
  • Refusing to help me with the other services that i had
  • Being treated like a criminal
  • Customer service
Reason of review:
Poor customer service

Preferred solution: Full refund

Anonymous
map-marker Lubbock, Texas

Usaa Customer Care Review from Lubbock, Texas

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USAA has to be the worst company I have ever had. My vehicle was damaged and at first things started off great. My adjuster/manager Majorie Poppen gave me a call as soon as I put the claim in, made me feel like they were gonna take care of me and he even gave me his extension incase I needed anything. I have now been trying to get a hold of this man for over 3 weeks. Leaving several voice messages with a callback number and not a single call from anyone. The amount of work I have had to put into this claim is not by any means worth keeping them as my insurance company. They told me they were gonna send an adjuster to go inspect the damages. I was told I would receive a call to let me know how much the damages were gonna cost. I waited and waited and a week went by and I never received a phone call. SO I CALLED THEM and they said they were waiting for me to send photos even tho I had clearly asked them to go do the work. So I wait again.. And still no call. SO I CALLED ONCE AGAIN and they STILL hadnt sent an adjuster out. During this process I was moving to a new home, so a damaged wheel was tossed out as I explained to the agent while arranging for an adjuster to come out. The adjuster was finally sent out and an estamate was made… WITHOUT MY MISSING WHEEL. I get a call from the body shop looking for the wheel so they can install it!!! They wanted the damaged wheel because USAA told them I had it! SO I CALL AGAIN. And they tell me that I have to call their third party snapsomthing company to tell them about the issue so they can proceed with my estamate.. Im wondering why USAA doesn’t call them.. I get a call from enterprise saying that USAA was no longer paying for my rental on a date that my vehicle hadnt even began to get work done on it. SO ONCE AGAIN I HAD TO CALL USAA to fix that issue. they asked where I would like the check to be sent out to. I told them to send it directly to the body shop. They sent it to me.. I CALL AGAIN because at this point im so angry that I have had to make so many phone calls back and forth to USAA and 3rd parties. And the woman tells me to hold and basically tells me that im not telling the truth because nothing im saying was put in notes. THAT’S WHY IM CALLING!! Because nothing I have asked has been done! So they tell me they will send the check out the following business day (4 days later). At this point I will only be allowed to have my vehicle 1 more day. Which is fine. I can live without a car for 2 or 3 days. Well.. Once again, I waited….. I have been walking to work for almost 2 weeks. So I call the body shop to see if they have received the check. They only received HALF. At what point did USAA think it was a good idea to only send partial amount?! SO... I CALL USAA AGAIN, almost 2 weeks after they were supposed to have paid the body shop, and im told they barely sent the check yesterday. So I asked to be put in a rental since at this point its USAAs fault my car hasn’t been paid. They tell me no, because my vehicle has been completed.. So im screwed? Because USAA couldn’t do their right from the beginning. Im paying USAA almost $400 for absolutely NOTHING
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Reason of review:
Poor customer service
Jacie Dsc
map-marker Indianapolis, Indiana

Usaa Customer Care Review from Indianapolis, Indiana

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Updated by user May 20, 2016

I didn't just rack up bills and credit cards so I could file bankruptcy on them. I lost my job and went from $63k/year to $12/hour with 2 teenage boys at home depending on me.

I lost everything.

My car, my home, my self-esteem, and then USAA dumped me. Showed me just...

Original review May 19, 2016
Long time member, lost my job in 2008, couldnt pay my bills, lost my car and my home. Forced to file bankruptcy.

USAA dropped my account and havent allowed me to login since I filed. I feel betrayed and violated. I have always paid my bills on time before and after the bankruptcy. It was the mist humilating experience next to the treatment by USAA.



I now have a Navy Federal account, 723 credit score and and will never bank with USAA again.

I work with the military and tell them my story every day. I hear the same disappointing stories about USAA.
View full review
Reason of review:
Poor customer service
Anonymous
map-marker Everett, Washington

35 year memeber

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I was treated like ***, with customer service not caring for USAA cancelling my automatic, auto insurance bill pay, and then blamed me. When I asked them what credit card they had on-line, they read back to me the exact number of the card in my hand, with the same eciration date.

Nothing was different, and they blamed me. This company is going the way of oversized, poorly led, corporations, that can't even handle the long term client base. This was once a highly respected insurance company that looked out for the client, but, that has changed. I am looking for a different option.

Pretty sad.

I have four cars and my home insured through USAA, but not for long, after 35 plus years. Do not use USAA as you will be sorely disappointed, overcharged, disrespected, and made out to be the bad person............

View full review
Pros:
  • When this company cared about the member
Cons:
  • Complete lack of customer service
Reason of review:
Problems with payment
Brooks Oeg
map-marker Columbus, Georgia

Large Loss HO water damage claim

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I have had USAA HO and AUTO for 40 years. On Nov.26,2014 I arrived home to find it flooded with water.

The source was a pipe in the hall closet wall where the main cut off was located. The sound of rushing water was loud at the site.The home is 1250 sq ft and was soaking wet

from front to back. Since it was the day before Thanksgiving, ServPro refused to come until Monday and the USAA personal belongings adjuster did not come until after she had FRSTeam remove all of the textiles, rugs, and clothing. This was done on Saturday and She arrived on Tuesday and her assessment was completed in about 20 minutes.

After much frustration concerning the assessment of personal belongings, I hired a public adjuster. It was a large loss. There were over 1500 items of clothing and textiles. The adjuster did not know that two bedroom suites were solid wood.

Inexpensive pieces were estimated at a high prices and expensive pieces at a low prices. There was little if any assistance from USAA in trying to correct any of these inequities.he public adjuster did not acquire any additional assessments, did not confer with me before signing any settlement papers, and did not send me any paper work. USAA will not provide me with any of this information. A supplement estimate was provided to me after waiting 90 days and the items listed were not identifiable to me.

They refused to offer any further identification. FRSTeam broke, improperly cleaned items, and lost items. They refused to provide a copy of the picture inventory. USAA refused to assist with this problem.

They paid them $18,400. for cleaning items. USAA decided that all clothing was damaged by humidity and condensation and would "not be counted" for the settlement. They did not examine these items.

Now USAA is holding any hold back monies to be paid from the original estimate, stating that those funds must be paid to the public adjuster and me on the same check. The public adjuster has never sent me any check to be cosigned from the initial assessment and the first check was issued Nov. 11, 2015. I never had a problem with USAA until this large loss flood and having to deal with large losses of furniture and clothing.

There are no resources. Then you realize you need help and hire a public adjuster who does nothing. I am 69 yrs old and I lost most everything. The estimate for my Baldwin Acrosonic piano was 900 for refinishing "the bottom part" and transporting it.

I finally got someone to assess the piano and put it in writing and it is a total loss and USAA will not consider it. No one that assessed any of the furniture of course knows anything about musical instruments. It is now worthless. The inexpensive vintage style record player, radio, tape player sitting next to it was fully compensated for at $185.

Beware. You may have had good experience with much smaller claims and past experiences, but can you afford to loose everything.I had a very old family violin that was sitting on the floor in a case in the den. It now has a crack in the sound box and it was not listed on the original estimate.

Many experts do not want to get involved in insurance cases and will not put anything in writing. The nightmare has not ended.

View full review
Cons:
  • Lack person-to-person contact
  • Incompetent employees
  • Horrible customer service
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

8 comments
Guest

Water claim not resolved. Interesting development.

Umpire in case now says that he is willing to withdraw his decision that was a "unanimous" decision to settle. One appraisal of personal belongings was $19,000 and the other was $103,000. Total settlement was $24,000.

I am told now that the umpire "does a lot of work for USAA". Very interesting !!!

Guest
reply icon Replying to comment of Guest-1163321

Why is that "very interesting"? He's an appraiser.

He appraises damage for insurance companies and customers who hire him. He does a lot of work for every company who hires him. The largest homeowner companies are State Farm, Allstate and USAA.

They're going to give him the most work, just because of their sheer size. That's just common sense.

Guest

We had a claim last summer. Servpro was hired by Usaa and they made a water loss and mold mess even bigger by cross contaminating the entire house.

They left our home with 90000 mold spores! We had to have it remediated four times after them and Usaa blamed us for taking too long to fix the house! We've been hearing since last August that the personal property will be "one more week" and it is now May. They stopped paying the additional living expenses and so far, have made excuses that they have not yet reviewed the supplements to getting the house fixed properly.

But it is us who are taking too long. Terrible company, will most likely be going to court if they don't cooperate and honor our contract.

Guest

THAT'S WHAT I'VE BEEN SAYING THEY LIE THEY STEAL THEY CHEAT VETERANS AND THEIR FAMILIES LIKE CRAPOLA AND LIKE WERE CRIMINALS THEY'LL GET THERES IN A BIG WAY EVERY RAT DOES

Guest
reply icon Replying to comment of Guest-1148640

Because you are saying it does not make it true -- duh. An outstanding company.

Guest
reply icon Replying to comment of Guest-1150189

They used to be a great company, but that it no longer true. I hope you have a large loss claim and you will be enlightened. Do not call someone a liar when you do not know the facts!

Guest
reply icon Replying to comment of Guest-1150192

Most of the posts against USAA are lies and I will always call out these liars. Their "facts" are simply not true and that makes them liars.

Guest
reply icon Replying to comment of Guest-1150192

It's easy for you to say that USAA is a fine upstanding company as you are not involved in the situation. Someday, however, you may be involved in a similar situation, so I would suggest that you read these posts, and there are hundreds besides this one. They CANNOT all be lying.

View more comments (7)
Anonymous
map-marker Damascus, Virginia

Usaa Banking Service Review

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USAA. Was a very good bank, their service is now horrible. I have been with them 43 years. The decline has been ongoing for the past five years. My advice to anyone considering usaa is go to a credit union, if that is not an option use a local or regional bank. In any case avoid USAA
View full review
Anonymous
map-marker San Antonio, Texas

Other Product Review

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I was told a week ago a usaa corp. officer would contact me within 12 hours, still no communication.
View full review
Reason of review:
Poor customer service
Albertha Avr
map-marker Clemmons, North Carolina

Usaa Customer Care Review

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Usaa has the WORST customer service department. They are rude, accusatory, under educated on insurance matters, and unable to assist with issues. Do not work with this company; I never will again.
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Reason of review:
Poor customer service
Julen Hll
map-marker Reston, Virginia

Auto insurance scam

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My car was stolen, my car key was also stolen.

The car was stolen from my GARAGE!! Such a terrible morning. Anyway, Mercedes tracked my car within hours. However my issues with USAA are aplenty.

1. They said they couldn’t come tow the car from the terrible, dangerous neighborhood the car was found in because they didn’t have an “adjuster to come look at it”. To say how unsafe this made me, with my freshly stolen vehicle, while thieves had the car keys is unnecessary. The police were so helpful and towed the car to my house. I won’t even bother asking for reimbursement my the scammers at USAA.

2. USAA’s tow truck took over 20 hours to come from the time my car was found, AND NO ADJUSTER WAS NEEDED.

3. The almighty adjuster that apparently is SO IMPORTANT didn’t show up for 24 hours.

That’s right, my car was found 5 PM on a Wednesday night. Didn’t get towed until 3 PM Thursday afternoon. The adjuster didn’t show up until Friday at 4 PM.

TO ADD INSULT TO INJURY

USAA refused to have my keys reprogrammed, the thieves STOLE AND KEPT one of my keys. They know where I live and where I park the car…. and USAA won’t replace the keys. I’m baffled.

View full review
Cons:
  • Took 24 hours to tow my car
  • Slow moving process
  • Took 24 hours for adjuster to view my car
Reason of review:
Bad quality

Preferred solution: Deliver product or service ordered

1 comment
Guest

You cannot be serious with this complaint.

First and foremost: YOU LEFT YOUR KEYS IN THE CAR?!

Second: You reported your claim after business hours, your vehicle was towed before close of business hours, the very next day and once it was delivered, the adjuster was there the very next business day at the location the vehicle was delivered to.

I fail to see any problem with this in the least. Great timing and follow-through on the insurance company's part! Do you realize insurance companies have actual business hours? Yes, they are available 24-7 to report claims, take payments and give quotes, but they don't have underwriters, adjusters, managers, available after or before normal business hours.

Your claiming timing was perfect.

Third: There's not an insurance company in the world that pays for lost or stolen car keys.

Nope, you won't find one. That's on you.

Franceska Fsh

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Wellsville, Kansas

Usaa Banking Review from Wellsville, Kansas

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I have been banking with USAA for 6 years and never had a problem with them until now. Here is my story.

I was recently scammed by an individual claiming to be a company looking to hire me since I was separating from the military. The requested I do an interview over hangouts. I felt uneasy at first because I have never done this before. I was told that video interviews were a new thing. After a "successful" interview, I was told I would be hired immediately and that I would be working from home until an office was built in the location I was going to be moving to. The company wanted me to deposit checks and send them to vendors in order to purchase equipment for the office I would be working in. When I could no longer send from my bank due to it being the weekend, they requested I send the money via western union or moneygram. There were complications sending the money because they red flagged them believe that they were scams.

This started to get me thinking while talking to a clerk over the phone. I then called my bank to ensure the checks had cleared. I was told that they did and proceeded to send the money. I was finally successful and relieved to get rid of the money because I started to suspect it was a scam. They wanted me to send the money one more time and that was when I decided it was enough. I refused to send the last check even though they were very persistent. They finally got the point that I was not going to send the check and cut all communication with me.

At this point I felt I should call my bank and let them know that I was being scammed. They submitted my account to the fraud department. I called back the next two days and was told that they did confirm it was fraud and that I would be credited back the amount of the checks on two different days. On the first day I was credited back partial of the checks. Finally when the next day came to credit back the money, I came to find out that they were closing my account instead and sending my negative balance to a credit institution.

When I called to ask about everything I was told, they said there were no documentation of anything about me being credited back. I asked if they can listen to the call I made on a certain day to listen to the conversation that was told to me about receiving credit but they could not find the recording. This was of course after calling so much and being transferred to different departments. When I tried calling from my cell phone I was told that they were closed even though they were obviously open. I was able to get ahold of someone using my work phone. Once they transferred me, I was immediately hung up on.

In the end USAA pretty much lied to me. Its one thing just telling me that I will not be getting the money but telling me first I would, is even worse. I would not recommend anyone to USAA because they do not help their veterans at all.

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Reason of review:
Poor customer service
Anonymous
map-marker Tampa, Florida

USAA - A LOST COMPANY

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I have had several issues with USAA. At one time I thought they were a great company. My spouse passed away and in my grieving I didn't realize I had missed a payment. I opened the letter a day after the cancellation and USAA offered to renew the policy a twice the cost. Keep in mind I had 2 vehicles and a home (no claims) insured with them. I went to Geico. Recently 1/2016) I was rear ended by a USAA member. That claim went ok, other than calling USAA to expedite the supplement my collision center submitted. After getting the car back for a couple of weeks a USAA member turned into the right side of my font fender. My collision center had to submit a supplement for this repair as well. After waiting a couple of days I contacted USAA and was told it was in process. The Customer Service Claims Representative (Albert George) refused to transfer me to a Supervisor or any member of the management team and then proceeded to hang up on me.

This company no longer respects its members and has become just like most of the other insurance companies. Its all about the almighty American dollar and how much they can make for their share holders.

Pathetic!

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Pros:
  • How usaa used to operate and care for its members
Cons:
  • That usaa is driven by share holders
Reason of review:
Poor customer service
Anonymous
map-marker Eaton, Ohio

Find someone else

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years ago i had usaa. i had a roof leak which damaged some drywall. i called insurance company to submit a claim, adjuster came out and said u also have hail damage to your gutters do you want them replaced, of course i said yes. two weeks later bank calls and says you need insurance or you lose your loan. usaa dropped me and didnt even tell me. said i cant get insurance thru them until i replace the entire roof. never will i use them again
View full review
Loss:
$5000
Cons:
  • Being shortchanged for repair
Reason of review:
Poor customer service
Anonymous
map-marker Hopkinton, Massachusetts

Usaa Investment Account Review from Hopkinton, Massachusetts

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Their Investment Management Company's customer service is very frustrating to use--you never get the same person twice so you have to constantly repeat your issues every time you call. I'm a CPA and sophisticated investor who opened my kids and wife's accounts here as my oldest is in the military and uses USAA so if anything happened to me, my oldest could help out his siblings and mother wade through USAA. However, the list of frustrations have grown to the point that I'll be moving their accounts to Merrill Edge where you get much better service. Any level of sophistication (use of family trusts, option trading, etc) cannot be handled by USAA. They must be suited more for basic investing accounts--although they totally screwed up a simple IRA rollover for me so maybe I give them too much credit. Perhaps they're good at the Insurance and Basic Banking services, but I would save yourself much agony in dealing with their inept Investment Management services and go to Merrill Edge, Capital One or Schwab instead.
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Reason of review:
Poor customer service
Anonymous
map-marker Southlake, Texas

Usaa Banking Review

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I am a current customer. Biggest issue, they hold my deposits for a full 7 business days regardless if they have already cleared or not. Including weekends, that is 10 days before I can touch a check I have deposited. Been a customer for years. Customer service being outsourced so they have no authority or answers. Not happy w this company anymore.
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Reason of review:
Problems with payment
Sameul Spp
map-marker Oklahoma City, Oklahoma

Not paying for stolen enclosed trailer that we have coverage on....

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Regarding the theft of our 2 year old enclosed motorcycle trailer-- Today I received this email from USAA Insurance Company. Not only do they value the trailer at $0.0 dollars, they are requesting the registration, title, and documents. USAA came highly recommended. Now, I'm finding out otherwise. We have pictures, title, registration, etc. It was all on the police report that was submitted to the insurance company. I called today to speak to anyone who might be able to discuss the matter.....Of course it's Sunday and nobody is in the office. So I started to question the biggest supervisor I could get ahold of and ask why they would send out news like this on a weekend and then not have anyone available to help out. She tapped danced all the way around the question. We keep trying to move forward from this fiasco.....But, this insurance company keeps turning the knife just a little bit more with each day....They are treating this as three different claims. 1. Trailer- $500.00 deductable; 2. Contents- $500.00 deductable; 3. Motorcycles(2 ea)- $500.00 deductable each.....So, my next favor to my riding friends is that you spread the word that USAA does not treat their veterans any better than any other insurance company out there. I did advise them that I would be copying and posting their letter to me in as many places as I could find. Friends, this is why we pay insurance premiums. To have that peace of mind that we'll be taken care of when things like this happen. Clearly, my trust has been breached.....

Dear Mr. Lottman,

We’re writing to let you know that we’ve completed the evaluation of the market value of your

2014 FREEDOM 7X16.

Determining the Amount of Your Claim Payment

Before we can determine the amount of your claim payment, we must consider the actual cash

value of your vehicle, applicable sales and/or use tax and any transfer of ownership fees. Based on

a preliminary evaluation of your vehicle, the actual cash value is $0.0.

The actual cash value is the market value based on the following: vehicle year, make, model,

mileage, equipment, options, geographic location, recent upgrades, condition of your vehicle’s body

to include paint, glass, tires, interior, mechanical and prior unrelated damage.

How to Help Expedite Your Claim

Before issuing payment, we’ll need the following information and documents:

· The State in which your vehicle is titled if you hold your vehicle’s title.

· Lien holder name, phone number and account number if you’re making payments on your

vehicle.

· All original documents (vehicle power of attorney and/or vehicle title) completed and

returned to USAA, signed and, if applicable, notarized. These documents will transfer

ownership of the vehicle to USAA.

View full review
Loss:
$5000
Cons:
  • Dropping bad news emails on weekends
  • Not honoring their coverage that i paid for
  • Using comparable quotes to justify not paying for losses
Reason of review:
Not covering with insurance
1 comment
Guest

I had a similar experience. Moved over to another company.

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