Anonymous
map-marker Saint Augustine, Florida

Exclusion of Dame - 5 Weeks After the Claim Submission

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So I had a leaky dishwasher that was less than 2 years old. Leak had been going on for a long time but because we had carpet on hardwood floor and tile in the area never noticed things until they got bad. Called USAA and they were great in getting water remediation out to dry things out. USAA then sent adjuster out to look at damage, at same time they also contracted for same contractor to remove entire family room floor so they tore things down to the concrete slab. 4 weeks of total silence later - I get a call at 4:45 on a Friday - USAA Claims calling to tell me the damage is excluded and I will have to go after the dishwasher manufacturer. Damage was excluded because leak had taken place over more than a 14 day period - AT NO TIME DID ANYONE FROM USAA OR ITS CONTRACTORS OR ADJUSTER MENTION THIS FACT TO ME.

Now I have to file claim with dishwasher manufacturer and they require color photos of area. Now comes the fun part - USAA refuses to provide me with any photos taken by adjuster - part of their "Work papers" and not allowed to share them with me. So now I have no way of proving to manufacturer the extent of the damage because I have only 3 basic pictures of my own.

So to summarize - they tell me everything is covered, then they destroy my family room, wait 5 weeks to tell me they are excluding the damage, prevent me from accessing the only pictures I can use to establish fault with another company and each time I call I get a different person that tells me they value my membership.

Legal counsel has been engaged and the attorney is excited with his prospects of getting them to settle - the sad part is I will have to eat a 1/3 loss to the lawyer. I guess that beats the big FAT ZERO USAA put me in a position to get. Oh yeah - I got a bill for the $1,000 deductible so I get to pay for the privilege of destroying my room and having it uninhabitable for the next 6 to 9 months. Good thing members come first at USAA

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Cons:
  • Ineptitude and uncaring attitude of staff
Reason of review:
Poor customer service
1 comment
Guest

Same thing happened to me except it was from behind a shower wall that you could not determine there was a leak, they used the 14 day routine, the repair cost was over 10k

Anonymous
map-marker Memphis, Tennessee

Usaa Claim Review

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Been in a claim well over 30 days and after talking to Mr. Page he has continually treated me and my wife as criminals and i have had it and will be seeking legal councel and going to media.
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Reason of review:
Poor customer service
Anonymous
map-marker Keller, Texas

Usaa - Auto Insurance Review from Keller, Texas

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Long time, excellent standing customer with multiple accounts, investments, and insurances. We are shopping for a new everything. Their agents lied to us over and over about funds available from a major insurance company drawn on a major bank. It caused us to have all of our remaining cash tied up as we'd purchased a new vehicle from the insurance check due to the misinformation. When we called multiple times to get the partial hold removed, they refused. Claimed if they did it for us then they'd have to do it for everyone else. This is ludicrous. I worked in banking for ten years and I am familiar with the process. They were content with allowing us to go into a weekend with absolutely no funds and told us we could get a personal loan. Pay them to have access to our own funds. We had no choice but to do the loan that wasn't immediately available (as the sales agent assured us) and cost us $10 for a few days. The CEO'S office called and ignored my husband's calls until I told her she needed to speak to him. No doubt she wanted me to remove my comments I made telling the truth on social media about the outrageous experience . She offered little empathy even with all of the details of the lies upon lies we were told. We are just done. Obviously there is no human element with this bank and they can keep their $10 because they will lose thousands as we move all of our stuff over and open up future investments with a different bank.
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Reason of review:
Problems with payment
Zakary Yoz
map-marker Alameda, California

FRAUD ON MY USAA ACCOUNT another vet homeless thanks USAA

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USAA sucks, when i noticed fraud i reported it to them, the next day when i called to check on my account they said "we are exercising our right NOT to do business with you" Instead of working with me they are working against me. They are holding my direct deposit from the VA which is illegal, now they said they are closing my account I will receive a check in the mail of the balance left basically I think they are thieves and scammers who work there. They claim to help with the veterans and homelessness but they are the ones that are putting me and my 4-year-old daughter on the streets! my rent was due days ago i don't get food stamps or WIC or child support i get my service connected disability direct deposit USAA is holding it hostage doing business with the fraudulent people vs their customer!
View full review
Loss:
$3000
Cons:
  • Practices
  • Customer service
Reason of review:
veteran homeless with 4 year old daughter due to direct deposit being held hostage

Preferred solution: Full refund

3 comments
Guest

I had fruad on my account as well back in August and they said I was at fault for the fruad because I had to have shared my account info. I told them how did I share my account info.

My debit card was used in Atlanta and I live in Tulsa. The person deposited checks for a total of $9000 and they then withdrew the checks from my account. At zero time was a hold placed on the deposited checks and the person was able to make a POS purchase for $2400 and 3 atm withdraws from my account for $800 each.

They made the withdraws 3 times in a row and at no time was I called or freeze put on my account instead they were able to do this the next day and as soon as I noticed the activity I called and reported it and then USAA turned around and made me a victim of the bank. Please people don't do business with these crooks.

Guest

Please remove the picture of your precious child from the internet. I hope you have some resolution to your issue, its not fair this is happening to you after serving your country.

I have found local organizations such as church's, synagogues, etc can be a big help to single moms. Maybe try them until you get this figured out.

Guest

That must have been some fraud to have them take such drastic action. This is an outstanding organization and I have used them for years without any problem.

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Anonymous

Verification if insurance

I have to say coming from a lien holder who is unbiased in your customer service I received the poorest help. I was blind transferred several times before I was dropped into the automated system.

No one had the decency to tell me what was going on. In the future maybe you should train your employees to have more empathy when dealing with their customers. Way to go on the customer service. I will not recommend this insurance to my members.

Thank you for your time.

I hope this issue gets corrected as I do not look forward in calling your institution in the future to help my members.

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Reason of review:
Poor customer service
1 comment
Guest

Same thing happened to me as a member. Finally got tired of being transferred around after calling 4 different times in one day and told them they had the worst customer service.

They are no help whatsoever. WORST CUSTOMER SERVICE EVER!!!!

Anonymous
map-marker Gulfport, Mississippi

Usaa - Auto Insurance Review from Gulfport, Mississippi

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I've had Ussa for about ten years. You I've only missed 4 payments in ten years.

I have auto debt as well. Well I went to print out my new insurance cards and they told me I am on a full payment plan. I asked how is this possible. You just took my payment for October on the 20th.

She then told me I have missed too many payments in a year. I haven't missed one this year. I asked to speak to a manager and kept getting hung up on. Now here it is Nov 1st and I have no insurance bc they claimed I missed a payment that I haven't.

The crazy part is my bank statements show They take my money. They suck

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Reason of review:
Problems with payment
Anonymous
map-marker Riverside, California

Usaa - Mortgage Refinance Review from Riverside, California

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Absolutely miserable. Which is unfortunate... Refinancing my home was painstakingly slow. The documentation was unclear, and scattered. Customer service was rude once I hit the stages of dealing with the underwriters. I was asked to send, and resend the same info numerous times. This sucks, because ive really enjoyed banking with them in the past. As well as auto insurance. Never again... ill pay a higher rate before I deal with this mess again
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Reason of review:
Poor customer service
David E Vsv
map-marker Colorado Springs, Colorado

USAA engaging in fruad

I have been a long time loyal customer of USAA, but this latest round has me wondering. 2 months ago a large check tried to clear but exceeded my balance. I immediately call USAA to try and find out what was going on and was told they couldn't do or say anything until the next day after the transaction was fully processed. Once the transaction was processed I could see the check. It was pay to the order of USAA authorized by USAA. It had failed to clear but there was the NSF fee. So I got on the phone. After about an hour on the phone while they were looking into it I was told someone else (I am with holding the name) owed the bank money but their back department had made an error in where to collect it from and they immediately credited me back the NSF fee. No biggy banks make errors. 2 weeks later the process repeats, once again I had insufficient funds. Took a little longer this time but still they eventually credited the NSF fee back and noted the activity in the account. 2 weeks and 2 days later so now right after my paycheck deposits they do it again. But since they waited for payday this time there were sufficient funds and they pulled them. I am now getting the run-a-round for over a week from USAA about returning the funds that never left the bank since it was pay to order of USAA and have had legitimate checks bounce. I am thinking its time to investigate how to file fraud charges against USAA.
View full review
Loss:
$505
Cons:
  • Holding my money
Reason of review:
Poor customer service

Preferred solution: Full refund

Madysin Nkg
map-marker Houston, Texas

USAA IS SO NICE, THEY THREATEN YOU!!!!

My parked vehicle was hit and totaled by a drunk USAA member on July 27, at approx 1:05 AM. Once my car was deemed a total loss, the adjuster offered me basically pennies for my car.

I rejected the offer and submitted valid receipts to prove it was worth more than I was being offered. The adjuster ignored my phone calls for 4 days, finally called me back after filing a complaint only to deal with a horrible attitude, disrespect and being lied to on how the adjuster got his got his numbers for the value of my car. After I called him out on his lie, I was told he would have my totaled car taken from the salvage yard (which I never agreed for my car to be at the salvage yard to begin with) and have my car towed back to my house and parked in front of my house. I've asked to speak with his manager and was told she would call me before the end of the day.

Never received the call. I contacted USAA via Facebook, in hopes I could get a response, or phone call back. Was responded to, and told they have my information and would be contacting me ASAP. Waited hours, never got a call.

I call, and was told the manager I need to speak with is "in a meeting" and she would call me back, and that it was best that I do not try to contact her again, due to her already having the message delivered to contact me. They did offer to transfer me to her direct line, GO FIGURE... Its a non working voicemail, and when the rep got back on the phone she acted so surprised, as if I didnt already tell her that was the message I was getting every time I called her direct number. I am a single mother and have been treated as if my parked vehicle getting totaled by a drunk USAA driver was MY FAULT.

I had to pay for a rental, meanwhile the drunk driver, a USAA member was put in a brand new BMW immediately leaving the jail. Tomorrow, will make 3 weeks since my car was totaled, and USAA has been so kind to ignore me, threaten me, disrespect me, and leave me stranded with no car, and no reasonable settlement for my totaled car. I do have audio recordings of a conversation I had with my adjuster, where you can hear the attitude, disrespect and threats he made to me.

Im thinking its best I upload the audio recordings to any and every social media site there is, and then MAYBE USAA will finally be willing to contact me, and come to agreement with me on a reasonable settlement.

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Reason of review:
Order processing issue
Anonymous
map-marker Miami, Florida

HORRIBLE CUSTOMER SERVICE- HOLDING OUR MONEY FOR THEIR BENEFIT

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I deposit substantial amount of money into my account and transfer between family. My son just made a deposit into a joint account and they decided to hold everything but $200.00 I explained to them and still the service was so bad. not worth the trouble with this bank Horrible customer service. Managers mean absolutely nothing for the customers and have no authority to do anything in the mean time they couldn't even say that the charges that will be incurred are going to be covered by them. I have my son in college without the ability to access his funds on the account. Uncceptable.
View full review
Loss:
$24000
Reason of review:
Poor customer service
Antoine Anu
map-marker Fort Walton Beach, Florida

USAA horrible service

USAA Bank has been a nice company to bank with until recently. Their service policies have changed recently due to alleged increases in "fraud" activity. This includes accusing a long-time (20 yrs) USAA member that he is committing fraud on his own account. When it appears that the member is trying to get money out of the account in a manner that is similar to their definition of a "fraud" action, the following immediately happens:

1) ALL of the funds in the accounts are immediately frozen and,

2) Online access will be immediately revoked,

3) Checks continue to be cashed, but they will be returned with the reason: "Refer to Maker"

4) Returned check fees will add up

5) a fraud investigation will continue for about 3 weeks

6) the USAA member will not be able to access or move money from the account

7) the USAA member will be treated as a fraudster until the investigation is complete

8) the USAA member will not be included on any of the investigation--so no information will be known as to why any of the above is occurring,

9) Phone conversations with USAA will be limited to the fraud dept representatives which are restricted already by definition.

Note, there is no consideration given to the USAA account owner for which the fraud case is opened. The account owner is not notified that any funds have been placed in a freeze status. The account owner is not given any information on the duration of the investigation. The account owner is treated like he is complicit with the fraudulent activity.

After ~3 weeks, USAA will unlock the account because they discover it really was the USAA account holder just trying to retrieve his own money apparently in a "fraudulent" manner. No messages will be sent to the account owner regarding the change in status from "frozen" to "normal." Any billpay actions will have continued as normal and thus many late fees and return check fees will stack up with all vendors--USAA will not offer to reimburse any of these actions even though it was their own process that caused the issue.

When attempting to contact the manager or the manager's manager you will be told they are not available and will have to call you. The common message will be, "we are not able to help you until your account status is changed." So you will not know anything.

Your credit score will decrease because of the late payments accruing because you will not be able to pay your credit card, mortgage, electric, or food bills. This will lead to higher interest rates and inability to repay the credit cards.

A month later you have finally switched to a different bank to gain access to your next month's paycheck. When you are calling to USAA to close all the checking and savings and money market accounts they will tell you all the reasons why you shouldn't close the accounts and then tell you to call back another day and talk to a senior level service representative to close your accounts. By the time you call the USAA rep again you will have realized 4 other bills that weren't paid and 3 additional bills that were not paid because of a returned check or late because funds were frozen. By now you will have many $$$ accumulated in fees and your credit will be damaged as creditors are recording no-payment or late-payments on all your accounts.

Finally, when you get to talk to the USAA senior service representative he will tell you that your account was being investigated for fraud and apologizes for the inconvenience. When you start to vent all of your frustration regarding the lack of service he will tell you to continue to speak all of your frustration and let it out on him. At which time, you remind him that it was USAA policies and procedures that caused the failure in service and not, James, the senior service representative. The rep again will apologize for the inconvenience and tell you how the recent fraudsters are constantly changing tactics and are causing havoc in the banking industry and how that USAA *must* have strict fraud processes in place for your safety and your protection. He will say that all the banks are doing this. You will remind the senior representative that it was not simply inconvenient. You'll emphasize that it is was deliberate methodical stopping of banking services for an existing account holder. You'll remind him that it was a disruption in customer service, inability to access your funds for over 3 weeks, restricted access to all of your monthly, weekly, and daily bills/billers/addresses, and no visibility into the current status of payments. You'll reiterate that when USAA deliberately treated you as a malicious fraudster that the aggressive policy of USAA to treat account holders as enemies is not simply an inconvenience it is a violation of trust, it is the worst form of customer service, it is the most egregious activity that any bank could take against one of its account holders. Finally, the senior rep will apologize for the inconvenience and hope that you will have a good day. So you remind him again that you have moved your accounts to a different bank because the service is unacceptable, the customer has been treated as an enemy, and the banking services were all negligent. You remind him that it is not an inconvenience, rather, it is a deliberate malicious action toward a long-time USAA member. He says this call is being recorded and so the customer's perspective will be retained on file. At this point, the USAA representative will not be happy go lucky, respectful, or honoring, but will become terse, frustrated, and will look for an easy out. No refunds will be offered, no waiver of any fees, no reimbursements or considerations will be offered. Simply an apology.

At this point you hang up and are glad to have all your USAA banking accounts closed. You are glad that you switched to another bank that does offer customer service and banking service with transparency, honesty, and clarity.

I hope this helps someone so that they will not to have to experience what we went through last month. Thanks.

View full review
Loss:
$8000
Reason of review:
ALL OF THE ABOVE

Preferred solution: USAA acknowledge that it has bad banking services and policies and is losing customers because of it.

2 comments
Guest

Same ridiculous nonpayment if claim after almost 2 months. Violated AR state law of 45 days to pay or deny claim with cause in writing to consumer.

Worst investigator and claims responsevandbattitude possible.

After they took paint chips and verified a vehicle hit and ran, still nothing.Reported them to AR insurance commissioner. They keep taking my premiums though.

Guest

I work for USAA Customer Service Fraud and you pretty much explained exactly how the whole situation happens.

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Anonymous
map-marker Gordonsville, Tennessee

Usaa - Checking Account Review from Gordonsville, Tennessee

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Prior to 9 Sept 2016 I had nothing but great reviews from every aspect of my banking experience with USAA. For the first time in 5 yrs a hold was placed on my payroll check that wouldn't be removed until 16 Sept 2016. Spoke to 4 different people and got 4 different reasons as to why the hold was there. Ranging from negative account activity that didn't exist to unfamiliar checks being deposited. I mean really? I've deposited that same check every week for the last 5yrs! USAA even went so far as to recommend me taking a cash advance off my credit card or increase my cc limit until the hold was lifted. Who banks like that? One of USAA's primary business models is marketing their mobile banking. Was also told that their system placed a hold on my funds and that an "employee" wasn't responsible. Even though I could prove that the payroll checks had already cleared the issuers bank, the hold would remain until the 16th. USAA could not account for why no holds had ever been placed on any check ever deposited, to include deposits made 2 days before and 3 days after the hold. Short of being told that it could take up to 6 months for the "system" to remove what it considered flags and continued holds being placed on my account, USAA couldn't release my funds until the predetermined date set by the system. I do 100% of my banking and insurance needs with USAA. This will all come to an end if another hold gets placed on my account without just cause!
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Reason of review:
Problems with payment
1 comment
Guest

Run away now switch to another bank and insurance company. I had fraud on my bank account and they after a month said I was responsible for the unauthorized deposits and withdraws.

Even though I live in Tulsa and the fruad happened in Atlanta. So after trying to close my insurance because I have no trust in USAA they told me my refund for my insurance premium would be sent to me in 5-10 days I waited 10 days no refund so I called them and was told no it will be 30 days you have to wait till the billing cycle starts over.

I told them that it was bs and I wanted my money today and they then cut me a check. Don't trust these people run away

Anonymous
map-marker Denver, Colorado

Usaa - Customer Care Review from Denver, Colorado

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As a real estate agent I will recommend to any client that they should get their home financing from ANY other bank in the country. They do not care about thier members, over charge for closing costs and very rarely close on time, if at all ! They claim to have the backs of military personnel when they have no actual affiliation to the military...other than their deceptive advertising ! In case you didn't know USAA actually stands for United Services Automobile Association...sound like an arm of tbe military or a for profit organisation looking to take advantage of young men and women serving our country ?? Do yourself a favor and shop these amateurs for a local mortgage broker or bank who will actually care, and give you a better deal !
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Reason of review:
Poor customer service
Anonymous
map-marker Hays, Kansas

Checking Review

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Can't pay my rent because USAA has taken basically all of my check and refuses to just cancel the transaction so I can cash my check somewhere else. After I revive my money I will be canceling my account.
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Reason of review:
Problems with payment
Anonymous
map-marker Oklahoma City, Oklahoma

Usaa - Checking Account Review from Oklahoma City, Oklahoma

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Back in August I reported fruad on my account and after a month of calling and trying to get it taken care of USAA tells me I was liable for the charges and fees totaling $9000. Ni aksed how they came to this conclusion and they said I had to have shared my account info. I am at a lose as how they could remotely think this I live in Tulsa and the charges and deposits all happened in Atlanta. The person made a charge for $2400 and the then made withdraws for $800 three times in a row after they made a deposit into my account. What's odd is at not point was a standard hold placed on the deposit which for the amount deposited would be standard. And how in the *** can a person make a withdraw of $800 let alone 3 times in a row when the standard daily limit is $600. At no time did USAA call me or put a freeze on my account instead it took me to notice the activity within 24 hours of the activity to put a halt to it. Not sure what my legal rights are not that USAA holds me liable and has placed a freeze on my checking account. I just thank god I have a good job and another bank account.
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Reason of review:
Poor customer service
1 comment
Machele Imf

Time to get a free consult from an attorney.

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