Anonymous
map-marker Queens, New York

Phone system

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I am tired of waiting 3 hours to get a representative just to get a replacement debit card. You can't do it online. It has been 3 months and no way to reach them. I am so ready to change to Pentagon Federal Credit Union.
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User's recommendation: Change banks

Anonymous
map-marker Landscheid, Rheinland-Pfalz

Praise

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Monique Hernandez was extremely helpful and helped me set up my auto insurance in a timely manner. Very thankful
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1 comment
Scharlene Cli

Said the lamb just as she is led to slaughter. What slays me is the mistake of confusing the "extreme helpfulness" of the USAA employee who takes your money with the "criminal evasions" of the clerk one desk over who "denies your claim".

Barb P Ugl
map-marker Waycross, Georgia

I have been a customer of USAA since 1990. I do NOT appreciate a substantial increase in my monthly auto insurance WITHOUT AN EXPLANATION. If, it is because of my current claim, then please SAY SO!

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Recent auto accident which for the 2nd month is still in the process of repairs. You have EVERYTHING you need in my files. I have given an agent my correct phone number many times. Yet, today, when I tried to discuss my current increase in auto insurance. the agent would not talk to me because I have a different number!!!!! IT IS ALL IN MY FILES!!!!!! Lastly, there is no way, "on God's green earth" I can pay over 1,000 in one month!!!!!! I barely make that each month. I am retired and not capable of working again!!!!
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Preferred solution: Price reduction

User's recommendation: Go elsewhere!!!

Steven E Qlt

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Verified Reviewer
| map-marker Spring, Texas

Refinance

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Updated by user Jan 13, 2022

Don’t trust ANYONE in Houston for goods and or services. Not even we’ll established companies like AT&T, The Mattress Firm, Best Buy, ADT, construction and building contractors, computer dealers, furniture shops, realtors, roadside vendors or ANYONE you haven’t nailed to the wall under a legal microscope before dealing with them.

I’ve seen nothing but snake oil salesmen ever since I moved here. Folks here can’t even drive right!

Original review Jan 13, 2022
More services offered, such as a legal discount plan, would be helpful. There are times when financial issues become legal issues.
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Loss:
$63000
Pros:
  • Were good

Preferred solution: More services.

User's recommendation: Good company. Could use more services.

Anonymous
map-marker Johnson City, Tennessee

Lousy service

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Customer service has declined unbelievably since Stuart Parker became CEO. My wife and I are 47 year members. During the time we have been members it was in my estimate the best bank in the USA. It has been steady down hill since 2010. I will never ever get another, mortgage, car loan or any other consumer loan thru them. Local banks, and credit unions are far better they match USAA rates and give great personal customer support, they want your business and act like it. Both my daughters are USAA members and have gotten all their loans locally and advised me not to use USAA. They were right!!!
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User's recommendation: Use local banks and credit unions. I buying a car let the dealer shop rates.

Timothy R Jzo

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Verified Reviewer
| map-marker Hampstead, North Carolina

They no ger know what customer service looks like!!!

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I have been with USAA for over 41 years. They were always the best for insurance and banking needs.

Now they are a more worried about growing their profits than caring for service members that pay them for support and services. I lost my wife four months ago. When I notified USAA they connected me to newly formed survivor team. I sent Death certificate and requested paperwork.

I was told the survivor team would handle all actions within USAA family, so I would have time to grieve. Unfortunately, I trusted them. Well they immediately cancelled my credit card. To this day my wife's credit card account continues to send me monthly statements.

I contact the Survival Team and they tell me they cannot discuss that account without my Dead Wife's approval (privacy Issue). Even though I paid those statement for the last twenty years. Talk about an untrained, uncaring group of people. There mission appears to be to wreak as much pain, suffering and havoc on the survivor that they can humanly handle.

Last problem is I try adding my two adult children (who do not live near me) to the account signature cards. Due to COVID and USPS it took two months to complete paperwork and mail to USAA.

Upon receipt by USAA, documents were not dated, rather than someone picking up a pen and put the date on the document to complete the action. They are initiating mailing a new set of account signature cards and go thru the process a second time.

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User's recommendation: Join a credit union that still believes in Customer service comes first.

Anonymous
map-marker Cincinnati, Ohio

Your client car hit my truck

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I was sitting at a stop light and your client rear ended me. When I ask her if every one was okay she just sat there and stared at me so I proceeded back to my car and called the police.
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Anonymous
map-marker Tucson, Arizona

Disquist with USAA

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USAA PHONE SERVICE IS THE WORST IN THE INDUSTRY AND EVEN WHEN YOU GET SOME ONE OFTEN THEY DO NOT KNOW ANYTHING,AND MOREOVER SOME COULD CARE LESS. THE INSURANCE IS GREAT , I THINK, AT LEAST THE AUTO.BUT THE LACK OF CARING PUTS USAA AT THE BOTTOM, I AM A RETIRED INSURANCE AGENT AND THANK GOD I KNOW ALOT ABOUT INSURANCE.I AM LOOKING AT LEAVING USAA BASED ON YEARS OF THIS BAD SERVICE.
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User's recommendation: SHOP AROUND.

1 comment
Guest

I'm shopping around now! Will probably go back to Geico.

Anonymous
map-marker Santa Clara, California

Recover accoundb

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So I have recovered my ID and reset my password; however, I still can't login in, and I can't use my card. The code won't send to my number or email, and customer service won't provide me an alternative way to confirm my identity. This is becoming a huge issue for my living and if not resolved in a timely manner I will find another bank to partner with.
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KYLE M Bec
map-marker Oklahoma City, Oklahoma

Service declining over the years

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My wife and I have been with USAA for more than 30 years. USAA used to be the ultimate customer advocate.

We did not have question about them for decades. In the last three years, customer service has declined incredibly, it is hard to speak with the proper customer associate based on a stupid technological phone tree we are forced to deal with when calling in, and in general it does not feel like the company cares about its customers anymore. I used to recommend that all of my military students join USAA. I no longer do that.

There are plenty of banks that are eligible to everyone that far surpass USAA's customer service. Get better USAA, once upon a Time you were an amazing company. When the ice storms in San Antonio happened in 2020, all of your cracks were revealed. It's time to clean up, and learn how to manage a real team.

Make your customers happy, make your employees happy. Go back to focusing on customer service.

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Loss:
$130

Preferred solution: Full refund

1 comment
Guest

Not true.

janet s Fen

Poor service

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We have been members for over 60 years.For 3 months I've been trying to open a retirement fund with Victory CapitalUnable to get it done.My code isn't accepted or my pw is wrong.Victory Capital is no help.I've given up and well try somewhere else. Janet Stange
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Pros:
  • Was previously the best
Cons:
  • Agents can not resolve problems too compartmentalized

Preferred solution: Apology

User's recommendation: Great execpt for this

Garry R Lyf

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Verified Reviewer

Bank transferred my money to someone else

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I have ATTEMPED to call at least 5 times to report this mistake... The money is still NOT back in my account.. I am not worried about it since I have PROFF that the money transferred to what was my account. I even spoke to LIVE person requesting that I 'please speak to another live person'.. She promptly put back in another queue with a 40 minute wait time. after in queue for about 20 minutes I got dis-connected again... My next step is to send USAA a telegram. I never thought in 1966 when I joined the communication would so non-communicative..
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Loss:
$5000

Preferred solution: Deliver product or service ordered

User's recommendation: Have Faith

Anonymous
map-marker Gilbert, Arizona

Complaint

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Do they have anybody in customer service that answers the phone?111111****111111****111111****111111****1111****
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User's recommendation: Avoid

1 comment
tom d Ezg

File a complaint with the consumer finance and protection Bureau then they will contact you.

Anonymous
map-marker Maumelle, Arkansas

Bad customer service

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They would not let me end my Membership. I had closed all accounts, they said they had to retain my their records.
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User's recommendation: stay away!

Mr. O.

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Verified Reviewer

Tried to talk to a human after working hours.

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Kept getting a recording that was not helpful. When I was with GEICO I was able to speak to an agent 24/7.
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Cons:
  • Poor customer service

Preferred solution: I am on a fixed income and now I will need to come up with$150.00 that I didn't expect.