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I have had USAA insurance for over 8 years and when we moved from PA to FL back in March naturally we called in February to obtain a quote while preparing for our move. We were told the premium would increase due to Florida's high claim rate, okay so we weren't happy...
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ID
#243076 Review #243076 is a subjective opinion of poster.
Location
Brandon, Florida

USAA Mortgage

I thought USAA would be the perfect company to do business with, I was so wrong. I don't know how or why but USAA delays processing of loans. Their senior loan processor, Roger Guzman, avoids phone calls and emails.Roger's supervisor is Heather Thomas and for some reason the USAA team can not produce a valid GFE. I have gone through 4 GFE, all with purchase price either too high or too low. To make matters worse they calculate taxes incorrectly and do not recognize sellers contributions on their GFE. As a first time home buyer, closing cost is a majar factor. I plan on writing a letter of complaint to someone who can resolve my questions. However, I cannot find a name, number or address for that person. My realtor also plans on writing a complaint. I am extremely saddened by their business practice! Please veterans, do not use USAA for a home loan! God Bless America!!
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2 comments
Anonymous
#375496

I have had the EXACT same issue also. When I showed my husband the first post, he thought I had written it.

It's disappointing how unprofessional USAA is.

We will be closing all of our accounts with them as soon as possible.

You wouldn't think they would be so horrible, but they are. The reviews are true and need to be heeded!

Anonymous
#315222

Had the same issued. I ended in transferring the loan to a new lender.

I am really disappointed with the USAA Mortgage Department. I never had issues with them before.

Well they lost me as a valued customer, at least in the mortgage department. Lesson learned, next time read reviews before starting anything.

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ID
#242625 Review #242625 is a subjective opinion of poster.
Location
Houston, Texas
Service
Usaa Loan
USAA is not a legitimate insurance company. They have the worst customer service of any insurance company that I've ever dealt with. Tried to make a claim and they lied the whole time. Changing their reasons for the rejection. Also they are impersonal they don't have...
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11 comments
Anonymous
#464454

Typically, it is those folks who are dishonest or unreasonable that are unsatisfied with their services. Usaa is a good company to be insured by but make no mistake, if they have reason to believe someone is being fraudulent or dishonest , chances are that the person will not be happy whether insured by them or not.

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ID
#242223 Review #242223 is a subjective opinion of poster.
Location
Mckeesport, Pennsylvania
Loss
$1500
I am an ex-military member and was in the first gulf war, and seeing ads in my American Legion magazine and on the TV I thought I would check you out, and found out that your insurance on my 2006 ford f-150 was $148.00 more every 6 months than State Farm and you would...
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9 comments
Anonymous
#613697

Number one do not over extend youself and You will not have this problem.In other word's stay within your mean's and When and If something like this ever occur's you will be able to pay your bill's.Their is alway's a chance of one or the other getting ill or Lose their job.Their is no one to blame but yourself for your problem's.This is not a MILITARY problem,This is a common problem.

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ID
#242110 Review #242110 is a subjective opinion of poster.
Location
Tacoma, Washington

Car total by your client over month later promise of paper work still not sent to me

car hit by your client totaled my car on april 27 2011. its now june 2, 2011 my bank has not been paid off plus my remaining money has not been sent to me. Been told 3 different times we sent a fed-x to me for next day delivery. Also told me 3 different times bank has been paid off. Not Its been over a month. Why the lies. I didnt even get rental car, and I should have. Just all I ask is send paper for me to have notarized to release my $ 3,100 I got coming to me. Stop lying.
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ID
#240853 Review #240853 is a subjective opinion of poster.
Location
Vienna, Ohio

USAA stole $1000,00 from me

I have contacted USAA about a $1,000.00 deductible that they are claiming I owe. I paid it, I have file several disputes, and they still won't give me my money back. The USAA representative lie to me, they missed inform me and they are holding me liable for lies their own employees told me. Another agent opened two claims for me, when it should have been only one, also, he said I was only going to be charge for one claim after he opened two, he said it was going to be only $500.00 that was a lie too. Now they are charging me $1,000.00. I have talked to many supervisors and managers and they all escalate my case. Which are lies too, because they don't even review my case, they just assume. They don't care about the misrepresentation and the lies their employees told me, they just want me to pay for their mistakes. I asked them to review the conversations I have had with their emplo9yees, but guess what? Now they tell me that those conversations were never recorded ((conveniently for them). I am sick of their lies. I am not responsible for $1,000.00 deductible, my deductible should be $50.00.
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ID
#240713 Review #240713 is a subjective opinion of poster.
Location
Richardson, Texas
Service
Usaa Claim
We're members almost 30 years. We have excellent credit, very high income, we are insured through USAA, have our home mortgage through USAA, and do banking/investing with USAA. Can you say "loyal customer?" Sadly, obtaining a mortgage for investment property through...
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2 comments
Anonymous
#291299

Don't feel too special i refinanced my home through them and not only was it a nightmare during the process with the loan person going on vacation during the process and then coming back without a clue asking for information that was sitting in front of her but a year later they raised my mortgage payment more than $500/mo saying they "forgot" about insurance and taxes which they had paid six months earlier. I was in the middle of a divorce after returning from desert deployment and had a time deadline or i would have stopped the process when i first saw problems.

I needed some extra cash and was extremely particular too keep my payments within my means and they caused me to eventually go into forclosure without ever admitting they did anything wrong. There is much more including how they offered $1,000 for uninsured motorist when my son was hit by a drunk.

I had $75,000 stacked coverage at the time. I stay with them only because i'm stuck with them.

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ID
#239554 Review #239554 is a subjective opinion of poster.
Location
Rochester, New York
Service
Usaa Loan Officer
We live in Alabama. After the recent tornado's we asked that our roof be assessed for damage and we filed a claim for food spoilage. This week we received a notice that our policy was being cancelled. We've been with them for 13 years and in that time filed 2...
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2 comments
Anonymous
#360697

DROPPED like a hot potato!!! After 16 years with USAA - Homeowner insurance canceled.

Filed two claims in 16 years: in 2010 ($5K water damage) and 2011 ($1500 wall oven electrical fire).

Service in other departments also getting worse!!! Investment products are the worst!!!

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ID
#239010 Review #239010 is a subjective opinion of poster.
Location
Pensacola, Florida
Service
Usaa Homeowners Insurance

USAA Barn Roof Claim

My barn roof collapsed due to heavy snow. USAA assessed the damage and paid half of the assessed amount. Normal. I was having a hard time finding a contractor to build another barn so I called USAA and asked them how long do I have to build it and claim the remaining amount. They said there is no time limit. I found a contractor, got an estimate and was already to go so I called to confirm we were okay. They said I had 180 days and could extend it to 365 with a written request. NEVER sent a letter, email, nothing. But they can fill my mailbox with junk every week. Oh, I posted this to their "members stories" area on their site. Never was posted. But every one there is "oh USAA is my life." Get a life! Hey, USAA my name is Jeff C in Ohio!
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ID
#237305 Review #237305 is a subjective opinion of poster.
Location
Lexington, South Carolina
Service
Usaa Claim

USAA refused to provide rental until car replaced

My daughter's two week old SUV was recently totaled as a result of a USAA insured driver running a stop sign. (Mind you, the USAA-insured driver drives a schoolbus for a living, and completely ignored a stop sign.) Their driver admitted fault, the police confirmed, and we should have been entitled to a rental car immediately. USAA forced us to wait 5 days to get the rental, until they had spoken to their insured. Mind you, their insured filed a claim with USAA within a day and a half of the accident. But they wanted to "hear her side" before issuing us the rental. Got the rental, week or so later USAA called to confirm that our vehicle is totalled. Had to work with daughter's out-of-state father on the claim. Long story short, they were demanding we return the rental car within 3 days of them declaring our car totaled. Mind you, her dad had not yet received paperwork from USAA to even begin the process of getting paid for our lost vehicle. We called USAA, and because they withheld the rental initially those 5 days, they added 5 days to the rental. At the end of that period, we still had no insurance check with which to buy a replacement car. Called and spoke up the management chain of command, and were flatly refused the additional 3 days of rental usage until we received the check. My daughter had no way to get to school or work. Shame on you, USAA. Your policies are not acceptable and your management staff totally unprofessional in handling this matter. You should be embarrassed.
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ID
#236990 Review #236990 is a subjective opinion of poster.
Location
Virginia Beach, Virginia
Service
Usaa Claim

USAA Insurance

Shame on USAA. I have insured everything I have through USAA for over 11 years. I also do banking and credit cards with them. During the April 27-28 tornado storms that hit the south, we had big hail damage to our roof, cars, siding, lawn, vegetable gardens, and the basement flooded. Knowing we had no flood insurance since nothing this serious ever happened in our area, we were planning on spending thousands to fix that out of our own pocket. Knowing we had hail insurance, we depended on that to fix the roof and the siding, the leaking chimney, etc. Well, USAA told us we had to come up with $13,500 deductible, since they changed the deductible after Katrina. Shocked, I called them and they pointed the new deductible out on the policy, which I don't look at. We usually make the changes over the phone, they send us the policy, and we file it away. Apparently USAA changed its own policy and claimed they sent us a notice in the mail. I never saw the notice. They changed the deductible to 2% of the policy coverage, or otherwise the value of the house. As if we had $13,500 just waiting around for us to spend. All these years, we are paying thousands in insurance premiums, and when we needed them, they were not there. If I had only known, I would have either changed the policy or the company. What a shameful act from a company that claims to care about its 'military' customers. USAA, listen to me carefully: I am pulling everything from you, closing all my accounts with you, and to *** with your new policies. Renee Jackson, Tennessee
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4 comments
Anonymous
#472420

Need to find someone in or around Brownsville, Texas.

A attorney / someone to help me fight USSA home / fire damaged claim.

Thanks

Anonymous
#312688

We are going through the same situation! We're a "valued" customer of 13 years and filed a claim, learning that our deductible was changed to 2%. I'm glad as a "valued" customer that they do what's better for them and place all the financial hardship on the customer.

Anonymous
#288901

I received a letter today from USAA stating that they are canceling my homeowners policy. I've had three claims in the past three years.

Two were weather related and the other, water damange due to an air conditioner. The most recent claim was due to the April tornado damage in Alabama. I'm surprised and disappointed. I've paid my premiums on time and have an excellent credit rating.

My cars are also insured with USAA.we've been good customers for several years.

I don't know whether to talk to them and see if they will reconsider or start looking for a new agency. Any advice?

jb
#280982

"the policy, which I don't look at"

Totally your fault.

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ID
#234865 Review #234865 is a subjective opinion of poster.
Location
Ball Ground, Georgia

Usaa, messed me up on banking with them.

i had banking with usaa and had an car loan also there, about 5 years ago. so i traded cars at dealer, usaa call me and said the title wasnt clear. i told the lady she needed to call dealer, were i had got my new car. it wasnt my trouble it was theres. so the next week my check from my work was on direct dep. my check goes in and i had 0 in bank, this goes on week after week with me not even writing an check on account. after 7 weeks of this, with my check going in and 1700.00 lost i closed my account.by it took me 3 months to get it closed out. i took this to my e-7 , i was in service for 20 yrs, but they done me in. i still think it was over the interest they lost on my car trade. it was to the pennie the interest on the car i had financed with them. no joke. i closed checking account finally, they didnt what to close it. just kept trying to screw me. the army couldnt help me at all. what they done was bounce the checks before money when in bank. saying i done it. no carloans or checking here
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2 comments
Anonymous
#278187

Agree with first commenter, this post doesn't make sense and jumps around terribly without cohesion. Also, since this person was in 20 years that would put them around 37 years old at least and this is the best they could come up with?

Poor grammar, spelling, flow' everything.

Also, it's *** to say that USAA took $1700 from your account over "thhe interest they lost on your car.". It's fine to be upset about a company, but please don't slander them without actual evidence of wrong doing, just what you "still think" happened.

Anonymous
#277990

This review makes no sense. You can't sell a car without clear title.

The lender does not take a loss on a car trade unless the borrower cheated them. Learn some basic grammar and then rewrite the review.

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ID
#233789 Review #233789 is a subjective opinion of poster.
Location
Atlanta, Georgia
Service
Usaa Banking Service
Update by user Jun 02, 2011

*Update* -I submitted the same review as below to the USAA website when I wrote this one. The USAA member to member team contacted me and said they would review my complaints.

They found that the mortgage was delayed and it was not my fault. I was refunded the extra...

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3 comments
melissakline
#428288

I am a current USAA mortgage processor for both the VA and conventional lines of business. I am the first to admit that all the negative comments about the USAA mortgage process and processors are, sadly, correct.

For starters, my co workers were recruited from largely from day labor agencies- that's right, your "loan representative" may have been laying brick or drywalling one day and next day that person is "processing" your mortgage!! Also, we (yeah I admit, I take part in this) make key documents "disappear" if we were having a bad day. For example, a purchase contract or an appraisal can disappear EVEN if you, the applicant keep sending in documents :-) Additionally, voicemails get deleted without getting heard, and emails too (from you, our member). This happens because we resent having the weight of the world on our shoulders while the team leads and Underwriters do almost nothing!! I have caused many closings not to happen- especially purchases when we have the authority to delete entire loan files!

Also, because we are the point-of-contact with the appraiser, title companies, etc., we routinely ask the appraisers to "low ball" the appraisal so the deal falls through. Now, before you start getting all mad at me, please consider the following: If a loan is denied for low appraisal, it is AWESOME because that file falls off our caseload. If the appraisal does come in where we need it to, then it creates a MASSIVE amount of work for us!! It SUXXXX!!

USAA mortgage does not provide us with training and we largely "make it up" as we go along. We do not try to create a bad member experience; however, due to the fact our caseloads aAre so heavy, we do anything possible to "kill" a deal. It sounds horrible, but afterall what would you do if you were one of us?? We don't earn barely above minimum wage and we are 100% "contracted" labor. In other words, we are "temps" and we have no benefits and are expendable!

Make up your own mind if you want to deal with USAA Mortgage- you now have all the facts!!

Melissa K

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ID
#231466 Review #231466 is a subjective opinion of poster.
Location
Las Vegas, Nevada
Service
Usaa Refinance

USAA Refinance: Bombs Again!

When will we learn?! This is our second mortgage with USAA; all aspects have been beyond painful with pitiful customer service. We are attempting to refinance our home and just received word that our appraisal was grossly undervalued. The kid that completed the appraisal was in our home less than 7 minutes!!! During his "thorough" inspection of our three year old home he undervalued it more than $30 a square foot (compared to other comps in the neighborhood) resulting in our disqualification for the refinance. I can't wait to get a copy of the report to see what comps he used.All the homes on our block are of the same builder, same features, energy star certified and our home is one of the larger homes on the block. Here's hoping they have an appeal process, couldn't find anything on line, of course.
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2 comments
Anonymous
#617313

I've been sold out by USAA. I left GMAC to refinance with USAA and come to find out GMAC after refinance along with Fannae Mae

where my new mortgage holder.

Now ! GMAC is going thru bankruptcy and my mortgage has been sold AGAIN.

AND WHATS WORST IS USAA DOESN'T EVEN SERVICE MY MORTGAGE.Can't get access to my mortgage thru USAA. I have posted to the USAA web site in the past and they have sensored my post because I mentioned GMAC.

Anonymous
#298626

My experience with usaa refi was similar to the above. The guy came to the house and immediately began bragging how the bank hate him because he always comes in with low figure.

Sure enough he did. I mentioned this to usaa, and they gave the old life is tough allover.

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ID
#231074 Review #231074 is a subjective opinion of poster.
Location
Buffalo, New York
Service
Usaa Refinance

I feel reamed by USAA

I don't know what happened to USAA. We have been with them for all services, insurance, banking, and mortgage for over 20 years. We just had the worst experience of our lives with them. We are buying a vacation home, have excellent credit, funds, and complied with all they asked for. Our closing date came and went. We called and emailed the various people that our package was passed to many times daily. Each time, another piece of paper was requested. We faxed, re-faxed, and emailed the same information over and over. Still they told us the underwriter needed another item. I don't think anyone actually bothered to look at the information we had sent. I tried calling to complain and would get voicemail and no call back. I had always been fond of USAA in the past, but they have changed. I told my husband to fire them and we are now working with a private mortgage broker. At least now I feel I am treated with respect. USAA was inefficient, rude to our lawyer, and seemed downright dumb with poor grammar and spelling in their emails. We will be moving all of our services out of USAA and never recommending them to anyone.
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1 comment
Anonymous
#289892

I hear you.

We're members almost 30 years. We have excellent credit, very high income, we are insured through USAA, have our home mortgage through USAA, and do banking/investing with USAA.

Can you say "loyal customer?" Sadly, obtaining a mortgage for investment property through USAA was the first HORRIBLE experience with this company. We were treated impersonally throughout the process (all the loan officer needed to do was look at our history with USAA to know we are not the average customers). The loan officer doled out requests for information every other day or so during escrow (which we dutifully emailed and faxed to her each and every time), even up until the night before signing, she was still requesting proof of taxes and insurance on a property we own outright, unrelated to this transaction! She made an error in transcribing the closing date, so in her mind we had an additional week in escrow.

Not true! This led to alot of scrambling just days before the true closing date. Throughout escrow, she would come up with random requests for clarification and substantiation of down payment money. Such an impersonal, unprofessional approach, making us feel like huge credit risks!

All she had to do was use her brain and see that we have 3 times the amount of closing costs in our checking account, yet she wanted to source each and every deposit into that account! What an insult.

I could go on and on, but to summarize, I will NEVER use USAA for a mortgage again. I am even considering terminating our entire (massive) financial relationship with USAA as a result of this humiliating experience.

ID
#230669 Review #230669 is a subjective opinion of poster.
Location
Warner Robins, Georgia
Service
Usaa Mortgage