USAA
Reviews and Complaints
Exclusion of Dame - 5 Weeks After the Claim Submission
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
- Ineptitude and uncaring attitude of staff
Usaa Claim Review
Usaa - Auto Insurance Review from Keller, Texas
FRAUD ON MY USAA ACCOUNT another vet homeless thanks USAA
- Practices
- Customer service
Preferred solution: Full refund
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.
Usaa - Auto Insurance Review from Gulfport, Mississippi
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
Usaa - Mortgage Refinance Review from Riverside, California
USAA engaging in fruad
- Holding my money
Preferred solution: Full refund
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.
HORRIBLE CUSTOMER SERVICE- HOLDING OUR MONEY FOR THEIR BENEFIT
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.
Preferred solution: USAA acknowledge that it has bad banking services and policies and is losing customers because of it.
Usaa - Checking Account Review from Gordonsville, Tennessee
Usaa - Customer Care Review from Denver, Colorado
Checking Review
Usaa - Checking Account Review from Oklahoma City, Oklahoma
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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