Julie S Qly

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Verified Reviewer

Banking SUCKS - they don't honor stop payments

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While I've had good experiences with the insurance part of USAA, the banking has been really bad. Their customer service is truly horrific at times. Today is another time when I called perfectly calm needing help and here I am 1.5H into calls and on my third rep trying to get an unauthorized charge reversed and my anger is through the roof! It was a company I'd placed a stop payment against after they kept putting payments through even though they were included in my Chapter 13 bankruptcy. They have misunderstood and, at times, lied to me throughout these calls. They truly don't care about their banking customers and do very little to help even when THEY caused part of the problem by allowing a debit charge even though a stop payment order was already in place.
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Loss:
$682
Pros:
  • Low rates
  • Banking through smart devices
Cons:
  • Limited hours of support
  • Inflexible
  • Being lied to or mislead by their customer service

Preferred solution: Full refund

User's recommendation: Just don't. Try to find a credit union or a local bank.

1 comment
Guest

Chapter 13 is one of the many instances when a person needs to change to a different bank, not just a new account.

Anonymous
map-marker Alexandria, Virginia

Poor Service; Poor Management; No Accountability

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Property Claims Failure to Timely Adjudicate -Possible Bias to Senior members; Misrepresentations by Adjuster who could never be contacted by phone in over one year in dealing with home claims process.

Either rude and/or condensing but USAA management fails to either correct situation and/or even respond to longtime members' correspondence - resulting in costly delays and additional home damage. USAA takes great pride in sending payments out fast to help Members - but in retrospect, more often payments are deficient and below repair costs.

This is NOT the same company my father and his WW2 generation founded - nor is it one which better serves the Vietnam era members since it has been the experience that the Adjuster in this instant case was not only often either rude and/or condescending but exhibited a "bias" toward older members who questioned his lack of process via writing for the record - which USAA management fails to read and/or respond. Something is very wrong in San Antonio deserving of more member's attention and demands that their grievances just not be heard but response's with "corrective actions". And do not try to just call USAA - as their telephone menu is a very poor example of U.S. business technology and services.

COMPLAIN! WRM, Alrexandria, VA, member for 44 years

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User's recommendation: keep all communications in log and reduce to writing

gary m Cir

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

Bad claim service. Just another Military rip off

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Claim service very slow. Their job is not to pay any claim if possible and they do their job very well. quite a bit of my roof blew away in a bad rain and wind storm. Water was pouring out of my ceiling light fixture and all over our floor.Roof and ceiling was damaged. I made a claim and it took them a month to finally send an adjuster out. All they wanted to do was replace all of the missing shingles with shingles that would not match. Since the shingles and the painting of the ceiling was less that my deductible they wouldn't pay a thing to make things right again. I did not want a miss matched patch job on my roof and they just didn't care. After my experience with USAA i found out all i had was a premium to pay and did not have insurance at all. I replaced the roof at my own expense.I started looking for another insurance company. i had several agents come out and all of them couldn't believe what USAA did to me. i am now with a local company. After 22 years in the service i have come across many military rip off places and USAA is among one of them. Do not believe any of their tv ads. They do not care for the military at all. We are just easy targets for them.I am not the only one they have dont things like this to. I have talked to other veterans that have had similar problems with USAA also. Don't walk away but run away from this insurance company.
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Pros:
  • Good rates
Cons:
  • No coverage

User's recommendation: Stay away

1 comment
Guest

Sounds like the same old lies about a great company.

Anonymous
map-marker Chesapeake, Virginia

Personal experience

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Refused to pay for a windshield replacement after using USAA for 19 years. Dropped all of my auto insurance, home, and banking. All over $400, was moving between states and the previous state covered this, following the move I filed and they refused to pay.... I moved all my insurance and banking, making 6% interest on banking and saving $80 per month in all insurances.
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User's recommendation: Shop Around and Save Money Elsewhere

Anonymous

Do not use!

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Have always loved USAA and their banking/insurance products. Their mortgage product is crap for lack of a better word. Can never get in touch with loan officer, they wait until last minute to process things and will not return phone calls or emails. Go with anyone besides USAA for your mortgage. I hate to say it because I'm not a Wells Fargo fan, but their mortgage process is much better. Will never use USAA for housing/mortgage again.
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Pros:
  • Convenience of having all accounts with one bank
Cons:
  • Lie about their care for military
  • Lack of integrity
Mike S Cmw

Be open or at least have someone to talk to..!

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I have nothing but trouble signing into my account, when you think you and I have worked it out right back to the same situation each and every time I sign in. Your system leaves a serious bad image on my mind. As stated to your so called customer service personnel..if this continues I would just leave it with snail mail..at least there I know were the trail will lead.and a payment will get there. when your commercials come on I switch the channel or just laugh knowing its all fine and dandy, but a joke in commercialism. for your product......I just don't know how others have no issues, but I know Iam not the only one...but it continues with me my account and you... saying I am not smart enough to understand the problem when its so simple to just follow instructions.....which I have ...and still come up with the same results...Iam venting, but Iam NOT happy.......one last thing, your not open when ever I call..because like banks...its 9 to 5, and close on the dot
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Preferred solution: Let the company propose a solution

Anonymous
map-marker Palm City, Florida

Search out other prices.

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I own 5 vehicles, switched to “Flo” and saved $1,782.00.
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Kent S Cno

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

Read customer reviews before accepting usaa credit card(s)

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fraud alert forced cancellation of cc; acc closed with balance given new #; efforts on 3 occasions to pay by phone with a bank transfer unsuccessful, reps were not able to adjust 2 challenged charges & credit rewards pts; a mailed ck on 2 Jan w acc name & last 4 #s was returned as: "non-negotiable" and "must include member # with 1st and last 4 digits of cc. HOURS have been spent attempting to unwind this morass.
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Diane G Yqz

Demand to have real persons serve you

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1) I received an email to pay my auto bill within 4 days! I have signed up to receive a PAPER COPY of my bills--I have NOT received that yet.

Can I expect the PAPER copy BEFORE the bill due date?

2) I share with USAA my personal information--name, address, telephone number, email, bank information. You get paid my money!!! I expect you to give me the name of a real person representative I can contact when I have a question, and I expect you giving me a working email address so I can communicate with USAA when I need to.

Please provide me with someone to contact and a valid email address.

And by the way, your new automated "Contact" system is awful, ludicrous, and anything but customer service.

Get rid of it.

Again, you have my contact info and I am a real person. I need the same from USAA - real person, real email, real communication with a real human being!

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Loss:
$30
Pros:
  • Usaa used to make me feel like they cared
  • When this company cared about the member
Cons:
  • Inability to fix problem usaa created
  • Awful customer service
Reason of review:
Poor customer service

Preferred solution: I want a paper copy of my bills and a real person and valid email to communicate with appropriate USAA representatives.

1 comment
Guest

Your complaint reeks of 20 years ago. I have always received a good response on the phone, but I am nice. Try that plan.

Shaylie Iwi
map-marker Fredericksburg, Virginia

Look Elsewhere

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USAA sold off their mutual fund investment operations. Victory Capitol puts you on hold forever and you can no longer redeem your own shares, I guess because you arent smart enough anymore to handle your own portfolio. Im divesting away from USAA and all of their other products. After 30+ years as a member, the company has lost its way by getting too big and outsourcing. Response times now like everyone else, reduced hours, and loss of trust in handling claims. But apparently plenty of money for ads and new customer acquisition.
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Daniel Muz

Go to Navy Federal

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I have been with USAA 26 years, their services have drastically decline and their customer service has too. I use to be a proud member of USAA, and do to recent events with them, I transferred 26 years of banking to Navy Federal which seems to be a bank/credit union that actually helps their customers. Sad, 26 years... USAA is horrible.. just wait they’ll get you too.
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Reason of review:
Poor customer service

Preferred solution: I’m filing a lawsuit

1 comment
Guest

I too found Navy Fed to be More Customer Service Friendly

Evanie Iov

They will do anything and punish you for their mistakes

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Had a wreck. They totaled the car. They have not paid and I was trying to decide my next step. Within a couple of days They then took it from the body shop WITHOUT my permission. Took/sold it to copart in another state. I had an aftermarket radio installed in the car. They will not pay for the value of the radio. Told me I could pay to have a professional remove it and they would also lower the value even though I told them I had the stock premium radio. I feel like the car was stolen as well as the radio that was a birthday gift from my wife.
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Loss:
$1000
Pros:
  • Customer service they used to have
Cons:
  • Accountability
Reason of review:
Poor customer service
1 comment
Guest

LOL...

Gina b Ios

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

Don’t use usaa credit card

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I made 2 payments that were cashed and never applied to my account. After talking to 5 people on the phone and messages online. 8 days have gone by and still no credit to my account. My bank has the paid check proof and I will be sending that with my cancellation letter. Very disappointed with usaa
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Loss:
$1782
Pros:
  • Good insurance
Cons:
  • Terrible credit department
Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered

Junia A

Mortgage Nightmare! $3000 plus LOST

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We have been preapproved for 2 years. Finally found THE house. We were assigned Dan Williams as our loan officer. Left voicemails and numerous emails because he was always away from his desk. After a week with chasing Dan he leaves a voicemail that he won't return until Nov. 11 and to call Loan Officer Erika V. 2 weeks before close. She starts asking for tax returns and proof of W2 and 1099 and how disbursed. Direct Deposited in USAA checking! Orders appraiser out. Tells me to go ahead with $1200 survey. 7 Days before close she says sorry you can't qualify unless you have more income. I bring home more than 12k a month but since my CPA is doing her JOB I don't qualify!
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Loss:
$3200
Cons:
  • Horrible experience
Reason of review:
Poor customer service
Nicholas H Ehp

Lies, Deception and lack of resposibility

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I made a mistake and allowed an account that I never use go in to overdraft because of fees it was a total of $79 in bank fees. I also gave my new employer the wrong direct deposit information and my employer sent my direct deposit to this checking account that USAA closed without informing me. When I noticed the error I looked for that checking account in my online banking and could not find it. I chatted with USAA online with the USAA website. The agent told me what happened and I said my mistake let me fix that and allowed that agent to pull the funds from my other checking account that I had with USAA. I asked the agent about my direct deposit and he said since he collected the funds to take care of the overdraft that I could have my funds back after 3 days. This was also confirmed by 3 other agents, read that again 3 other agents total of 4 said that I could have my money back in 3 days. When the 3 days came up I called in to speak with a phone rep to have the money moved as I was told to do by all 4 agents in a written chat that I saved copies of. (not that I was planning to need them, I'm a bit of a pack rat) The phone rep sent me to another department and I told the new agent what I needed and she told me that it could not be done. I told her the other agents said that it could I just need to call in. This agent then went off on me telling me that the agents would never say that. I went on to tell her they did and it was in a chat so it was documented and I even offered to send her the chat. Agent went on to say that it didn't even matter what those agents said since the system wouldn't allow them to do the transfer. The final update that I have is 10-20 business days for me to get my paycheck from the bank. I escalated and got to the CEO's office and they put me in touch with someone that was going to help me. While speaking with this person I explained that my paycheck is not fun money its money for rent, auto insurance, credit card bills, food. I also explained that I'm not missing 40 hours of work because of this. I had a training class that has mandates from the state and missing even an hour means that you can't attend the rest f the class. I also mentioned that I just came back from working in a remote area for 3 weeks and had no food, gas or money at home. Still being told the same thing that USAA can't do anything. The bank has admitted an error has occurred on the part of the bank but the bank won't do anything to make it right or stick to what 4 agents told me. I find it funny that they said that I could have my money back if I paid the overdraft (that was my fault) and so I paid but then when it was time for the bank to make good on what they said would happen they stand behind this policy. USAA needs new leadership. The email address for the CEO is stuart.parker@***.com. He does not respond but once I sent the email USAA called and asked that I not send him emails and that I speak to my advocate. Blow up his email. I might also add USAA said that this information about this long hold was disclosed to me when I first signed up for the account but it has been 4 days since I have asked for that information with my signature listed on it and they have yet to find it.
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Loss:
$15
Cons:
  • Customer service
  • Ceo
Reason of review:
Poor customer service

Preferred solution: My money back plus money for the stress this has caused, late fees from other billers I now have, lost wages

2 comments
Guest

More lies about an outstanding company.

Guest
reply icon Replying to comment of Guest-1773296

And what lies do you think I'm stating? I'm happy that you like USAA that's great.

You don't really have any knowledge about this incident other than what I have stated above.

Have you seen all the letters USAA has sent me stating that they made a mistake and that they are working to fix it? Your a troll.

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