Djuana Qqd
map-marker Las Vegas, Nevada

USAA fails you

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Updated by user Aug 29, 2016

I'm now at the 10 week mark and I have received $16,000 from USAA. That seems great until you figure I had $45,000 of goods stolen from me.

I'm jumping through their hoops to buy and replace items but now they don't want to release funds that they state are owed me. ...

Original review Aug 10, 2016

The short story is on 6/20/16 We moved 2 block in the Summerlin area. I loaded the truck earlier that day but stopped as that day it hit 111. I brought the uHaul to my new home and parked it in my driveway. I picked my daughter up from summer camp came home. I parked next to the uHaul truck and went inside. Spoke to my wife for few minutes. Sometime between 530 pm and 630 pm somebody went down my culdesac, Broke into and stole the still loaded truck from the driveway.

I can clearly remember my confusion as I looked at the keys in my hand and the place where the truck had been parked. Then came a huge wave of nausea. I contacted metro while my wife contacted our insurance company, USAA. She was able to report the theft before I could report the crime as I was on hold 45 minutes before anyone took my information. It was another 4 hours before an officer arrived at 11pm to file the report. I was grateful that we were insured but still sickened by the loss.

It's now been 8 weeks and counting. I have literally spent hours on hold attempting to get updates and be proactive. Then yesterday it hit me. USAA and its adjuster had lied to me. they have had the full property lists since 7/23 or before. their adjuster Ashley H Gosling, 1-21*-531-**** had promised that they would be done in two weeks. How she made that promise knowing she would be on vacation is beyond me. Yes, vacation for the majority of the time she stated she would be taking care of my claim. Then a letter yesterday asking for more time so they could review additional information. I called curious what was new and thats when I found out that my property list has not even been keyed into the system. Thats when I found out that they literally have done nothing with my claim Tahts also when I realized how screwed I was.

No matter what number you call and no matter what anyone says when you call they all state they have to transfer you back to her dept. I explained yesterday that I've called and left multiple messages but I get no reply. I was told to ask them to escalate matters. I have and they as a group have flat out refused to pass my calls onto anyone except their manager. Their manager has never called me back. I explained that to one woman and was told" I find that hard to believe" then I was transferred back to that department.

Thats why I'm writing this review. I work as an ER nurse. My wife is also a nurse and works for Clark County CPS. We literally give our all for our community. The insurance company was supposed to be their for emergencies to help us put our lives back together after tragedies. Instead USAA is the one refusing to let us get on with our lives.
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Loss:
$40500
Cons:
  • Failure to process a claim after 8 weeks and counting
Reason of review:
Problems with payment

Preferred solution: Deliver product or service ordered

1 comment
Machele Imf

You may want to consider getting a free consult with an attorney with the aim of suing USAA. Sometimes the threat of a lawsuit will jog them into actually doing their job.

Once all is settled, of course find a better insurance company. A letter from an attorney threatening suit works wonders sometimes.

Johnnye Axr
map-marker Brooklawn, New Jersey

INSURANCE AGAINST WHAT??

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I have been a member for over 30yrs, hold several insurance ploicies with the company, including Jewelry Blanket Coverage. This policy is supposedly covering valuables including jewelry, art, firearms, cameras, et ...When my apartment caught fire, I was told the only thing I am covered for is jewelry. I could have opted for additional coverage, I was told, but I never did. They were so helpful as to offer to sell me additional coverage now...but unwilling to cover any valuables I lost in the fire. Thank you for nothing USAA! My other insurance company, Allstate, will be receiving all of my families business in the future
View full review
Loss:
$10000
Cons:
  • Unreliable
Reason of review:
Not as described/ advertised

Preferred solution: A refund for the premium I have paid for several years on a bunk policy

Maresa Yxj
map-marker Madison, Georgia

Usaa Customer Care Review

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Horrible customer service . Mortgage department is a joke.
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Reason of review:
Poor customer service
Dezeray Jaa

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 B M Goldwater A F Range, Arizona

Usaa Auto Insurance Review

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USAA randomly removed my rental reimbursement coverage when I traded in my old vehicle and purchased a new one. Check your documents and coverage weekly because their crooked employees will randomly add and remove things from your coverage.
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Reason of review:
Not as described/ advertised
Naleah Eix
map-marker New Braunfels, Texas

Usaa Customer Care Review

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Customer service sucks. It usually comes from a certain race with an attitude. Figure that out on your own. I'm considering changing all my ins and life insurance to another company.
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Reason of review:
Poor customer service
Jaquon Nji

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 Omaha, Nebraska

USAA is keeping my money. USAA is not even BBB accredited.

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So I kept trying to pay my credit card bill only to find out later my account I use to pay credit cards had expired. A representative from USAA called to notify me of this so I paid my credit card balance off with my debit card. A week later I get the same phone call and the representative said the last payment did not go through. They said I had to use my checking account info, not my debit card. So I did and it turned out they took the total balance twice. I owed about $400 and they took $800. Now they do not want to give me my money back because they do not know what account they transferred my money to. Chris Sanderson, a dispute resolution specialist, called me on 20 May 2016 and said he is researching the matter. It is now 17 June 2016 and I have not heard anything back. I left him a voicemail on 31 May 2016 and he has not got back with me. I called him today and left him another voicemail, 17 June 2016. They took the funds on the 5th and 12th of April. I had called them near the end of April originally to let them know I have not received my money back. I have talked to about 10 USAA representatives and not a single one can help. Hear I thought USAA was great with customer service but the service they have provided has been hugely disappointing.
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Loss:
$415
Pros:
  • Usaa back in the day
Cons:
  • Waiting for usaa to call me back
Reason of review:
Problems with payment

Preferred solution: Full refund

Anonymous
map-marker Spring, Texas

USAA Customer Service is the worst I have ever witness

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Someone hacked into my Checking Account, changed my profile and was able to make 6 withdrawals (5 for over $800 each and 1 for $50). USAA never called me, they called the number the thief entered into the system, they canceled all of my automatic payments, and when I called I was treated like the criminal (I have been a member 30 years). First, I was told the phone number (been in the system since 1998 was incorrect) and my security codes / questions were incorrect and told I can't have access to my money for up to two weeks. After being placed on hold for 2 hours and 45 minutes twice I drove to San Antonio. When I arrived I was told I no Managers work there. When I said give me all of my money of this bank a manager came and took me to her office. Now 6 weeks later I was placed on hold 1 hour when I was told it would be 7 minutes to get USAA to pay the fees associated with canceling my automatic payments as they promised.

I think USAA has taken in so many members that what was a good bank now sucks which is why I switched banks. Companies with outstanding customer services (even the Federal Government) has systems in place to call the customer back during long waits. USAA claims to have this, but one nice lady waited on the phone with me and realized that her employer USAA system doesn't work.

This bank is losing its credibility fast. Either the bank needs to update its systems, better train its Customer Service Agents, or fire the CEO who should be taking responsibility.

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Reason of review:
Poor customer service
Gerod Bvz
map-marker Louisville, Kentucky

Usaa Mortgage Review from Louisville, Kentucky

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Just closed on a house. It was the most nerve racking process I experienced. So many disconnects and last minute requirements that had no issue to proof of income. Then the icing on this fiasco cake. USAA hadn't released the fund for the closing. In fact as of 11:20, the closing was at 9:00am, the title company is still waiting for the funds. Now I wonder if I should cancel all my insurance with them.
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Reason of review:
Poor customer service
Anonymous
map-marker Poway, California

Banking Accounts Review

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We are discontinuing ALL banking and credit services. We have been members for 25 years, earn more than $200,000 per year, own a $520,000 home and have ZERO derogatories. We were unable to get a $1000 increase to our credit limit to accommodate business travel. We direct deposit $10000 a month for USAA to use to give other people credit. No more. Business is business
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Reason of review:
Problems with payment
Anonymous
map-marker Littleton, Colorado

Mortgage Malfunction

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I have been banking with USAA for over 10 years, so when it came time to buy a home we naturally selected USAA as our mortgage company. We are a military family so, of course, in 2 years it was time to move.

We wanted to rent our home and eventually return. To protect ourselves we thought it would be a good business decision to transfer our mortgage to an LLC in our names. We contacted USAA on April 7 regarding the transfer. On April 8 they said it would take 48 hours to process the request and about 5-7 days for a decision to be made.

Fine. I called again on April 18, customer service said they had never received the email request, please send a fax instead. I attempt to send the fax and receive a busy signal 3 times. I called back and asked for a manager.

Krista "very kindly" sent me an email directly which I replied to with my original request. Another week later, April 25th now, I call back and AGAIN my email had not been received. I call customer service again and speak to a different supervisor, I forward the exact same email to the exact same address attention to the new supervisor. She received it immediately.

I receive no explanation as to why she could receive the email immediately but the exact same email and email address was not processed by Krista.

Still no resolution nearly 3 weeks later. Absolutely unacceptable for a company that is supposed to specialize in serving military families!!!!

View full review
Loss:
$1000
Pros:
  • Usaa banking
Cons:
  • Usaa special loans department
Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered

Alice Rfc
map-marker Edmond, Oklahoma

AUTO INSURANCE COVERAGE

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Spoke to Mr. Alfredo today, he states that my new 2014 Audi with 2,192 miles on it and has FULL coverage insurance policy does not cover OEM collision parts due to vehicle being manufactured in 2013, although purchased special ordered from Bob Moore Audi Dealer on March 2014. Pretty unacceptable Insurance policy rules. I'll let the other 350,000 Military folks I serve with know this while I look for another Insurance company for Home & Auto, thanks for saving $88 for USAA corp!!! Need to discuss the revised estimate on my claim to utilize recycled/remanufactured/ aftermarket parts fenders from Keystone LKQ Mfr. This totally unacceptable!! on a $ 57,000 Audi which will future resale and looks that affect OEM fit and body alignment. I don't believe USAA would try to save $88.00 dollars on my $57,000 Vehicle while I pay over $1,000 every 6 months in auto premiums to protect my assets from these kinds of unfortunate claims where my vehicle was victim of a Hit and Run!!!

Bottom Line: No, I would not recommend this to a friend

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Pros:
  • Detailed explanations of coverage and benefits
Reason of review:
POLICY COVERAGE
1 comment
Guest

There are no companies left that pay for OEM parts. That's long gone.

As for "Full Coverage". No such thing. That's a made up term by banks and financial institutions meaning physical damage coverage required to pay off the money owed in the event you have a total loss or to repair damage to your vehicle that you owe money on.

As long as you carry Comprehensive and Collision coverage, those requirements of your lienholder are met.

All the other coverages are optional.

Anonymous
map-marker San Diego, California

Absolutely horrible!!

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I have never been so disappointed by any financial institution in my life. I - and my entire family - have been a member of USAA since 1990. We depend on the services provided by USAA for nearly everything that is offered.

Now, my oldest son, a 26 year old former Marine and current college student, has been completely screwed over by the very institution that claims to look out for our military members.

He has had his car payments (financed through USAA) set in auto-pay (from his USAA checking account) for years. On Friday afternoon, he walked out of his home to discover his car was gone. After several phone calls, he discovered that USAA had ordered it re-possessed. The department that ordered it was closed all weekend as was the tow company that held the car. He was stuck for the entire weekend and confused about what had happened. Looking through his account, he was tracing the successful payments each month - back to last fall. Apparently, the auto-pay failed to withdraw from his account (even though the funds were available in his USAA checking account!) for 2 months last fall! He was never notified of any problems and had no reason to believe that the payments were missed.

Once he reached someone Monday morning, it was explained to him that he was supposed to check each month so it wasn't the fault of USAA. He asked why he never received any notification before the order was issued to repo. He was told that they don't send out letters to tell a person when a payment has been missed. He was told that they tried to call him once - left no message and then placed him on a "do not call" list!

In the end, it cost him $1400 to retrieve his vehicle plus the cost of a car rental over the weekend!

If THIS is the type of treatment that USAA dishes out to the very military members and veterans it was supposed to be created to serve, I think we'll be taking our business elsewhere.

View full review
Loss:
$1400
Cons:
  • Horrible customer service
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

4 comments
Guest

USAA has turned commercial and greedy. "They no longer care about veterans

Guest

This also happened to me and they said the same thing to me. The only thing that is different is they did not repo my car. I've been a member for 17 years and the customer service and the way they treat you is just disgusting.

Guest

Do you honestly believe that neglecting your financial responsibilities is somehow the fault of the financial institution? Really?

He doesn't reconcile his bank statement? Where does he think this extra money in his bank account came from? Yes, it is his responsibility to be sure his automatic payments are deducted, on time, every single month.

Period. He's not a victim.

Guest
reply icon Replying to comment of Guest-1139716

Yes, but let's look more carefully. He authorized USAA FED SAVINGS to make auto-payments on a USAA FED SAVINGS loan.

There is no mention of insufficient funds when payments were due, assuming there was all fault lies with USAA. They effectively failed to pay themselves though preauthorized. Payments then continue so borrower shows intent to repay. The amount is not too large and you may be able to file a claim in small claims court.

Refer matter to the state banking commission either in TX, your home state (wherever repossession took place), etc.

Failure to reconcile your account is no excuse for their failure to comply with your authorized payment instructions. USAA has a bad habit of blaming the victim and it is getting worse.

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Anonymous
map-marker Leavenworth, Kansas

RUN...RUN AWAY FROM THIS COMPANY AS FAST AS YOU CAN

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I opened a USAA account online more then 3 weeks ago and applied for a USAA credit card. Then I was "locked out" of my account and could not even sign in, even though they had already given me a USAA account number.

After sever phone calls and a couple of hours on hold, I was told that I need to send them verification. That very minute I emailed them everything they asked for, copy of drivers license, copy of social security card, DD 214, and power bill to verify my address. Then I was told that the information would be verified in 2 to 3 business days. IT HAS BEEN OVER 2 WEEKS NOW AND I AM STILL "LOCKED OUT." Try calling them and you will be on hold for several minutes.

How can they provide the products and services they advertise, when they can not even properly open an account or take care of it's customers.

Nothing but a waste of time and energy. I will never trust them to keep my money in their bank.

View full review
Loss:
$500
Reason of review:
Poor customer service
Sulamita Kdm
map-marker Saint Petersburg, Florida

Bad service, cheap compensation

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my daughter was recently involved in an accident in central fla. Her car was totaled.

she was told she would get50% of car's value. When I spoke to agent, I was met by a woman with an insufferable attitude. They said her car was dirty, *** 600.00 then her backseat was not clean( she had just travelled from jersey) Nitpicking hatchetheads. whenI asked for a supervisor, I got a more pleasant, but totally obstinate woman.

What happened to this company? used to be one of the best. It sucks now. Guess who's paying for all their advertising?

We are. Its a company on their way down, Greed will do them in.

Btw she was hit by an illegal alien. Thats a story for another day

View full review
Loss:
$3000
Pros:
  • Way co was run 20 yrs ago
Cons:
  • Corporate yes people
  • Absolute cheapness
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Suhey Oqe
map-marker Birmingham, Alabama

Usaa - Loan Review from Birmingham, Alabama

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I have been a member with Usaa for over 10 years. In Dec 2014 my belongings were stolen which included: Id,social,credit cards,cell phone and all of my banking information. When I realized my information was stolen I called Usaa to cancel all my cards before I called the police. After speaking with an Usaa representative that guaranteed me that my card had been closed, I called the police. Sad to say the card wasn't shut down. My card had been used in numerous examples locations equaling up to the end total of $14,000+. I found out about a month and a half that the card was never closed. After calling day and night and working with the fraud department. I was finally able to get them to close the card. Need to say my information had been changed on the account they issued a replacement card to an address in which I never lived they had a phone number on file that didn't belong to me also. So after finding that out I was told once again the card had been canceled. After going through that I agreed for them to not send me another card. Due to the fact that I would be in the hospital going through treatment. After calling them numerous times trying to get this issue resolved I was always told that someone would give me a call back which I never received they would put me on hours. The longest wait was 1 hr and 32 minutes. Around Sept 2015 they started to reverse some payments. Then went on to tell me that they would be recharged to the card bc they were current. How's that so if I don't have a card? I was asked to resend in the police report. I faced it in a total of 7 times because they kept losing it. I finally received a phone call from the fraud dept. stating that I was responsible for the debt because I waited to log to report it (2015). I explained to him that I had been trying to resolve the issue since December 20,2014. He told me that they had reason to believe that it was my debt because they couldn't get into contact with me on the number that was stolen. They also went on to say to me that they had received a phone call from me on that day. So now I'm stuck with a $14,000 credit card on my credit and it's causing me to get denied for any student loan I apply for. It's now 2016 and I'm still trying to get them to resolve this issue.
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Reason of review:
Problems with payment
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