USAA Reviews

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I have been with them 27 years. The phone hold times are horrific. You verify on the phone and you get an agent that doesn't know anything and says" I'm sending you an email for verification"...my response.. "My email is not up right now"... Let me send you to someone...
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ID
#2966386 Review #2966386 is a subjective opinion of poster.
Pros
  • Online
Cons
  • Not a valued customer
  • Senior and top management do not respond to complaints
  • Bad website
Preferred solution
Fix USAA before all my money goes to a reputable bank like navy federal..live customer service 24/7

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New Reviewer
Update by user Oct 15, 2021

Nothing has happened. USAA does not care. website it hard to navigate now was great before they changed it to suit them not customer..agents were blind sided.They canceded secure scan check to at home deposit...not trying to force people on an insure wireless check...

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ID
#2966368 Review #2966368 is a subjective opinion of poster.
Location
Rio Rancho, New Mexico

Roadside assistance sucks@

I contacted USAA because my transmission was not shifting. I ordered a tow online, scheduled for the next day. I kept getting the run around, but finally, they said they'd get it in the afternoon and to leave it outside. I pushed it out, straining because I'm a 100% percent disabled Vet. They never got it, now it's the weekend and it's raining on my 1969 MG! I cannot get it undercover. I'm so mad, the car will have to sit until my mechanic can take it on Monday. Just arrange your own tow and get reimbursed.
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ID
#2956527 Review #2956527 is a subjective opinion of poster.
Location
Street, Maryland

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New Reviewer

Unable to contact USAA Banking

Unable to contact USAA Banking to get info on a new checking account. NO EMAIL at all only a 1-80*-531-**** number for everything.I quit after holding for 35 minutes. Web site has a contact page but ALL topics take you back in a loop to where you started. We have been insurance customers for years but will switch if I cannot get basic info for their bankng products BEFORE I open an account. Our insurance agent was useless in helping.

User's recommendation: GOP somewhere else.

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ID
#2954222 Review #2954222 is a subjective opinion of poster.
Pros
  • Life insurance
Cons
  • Lack of access to products and lack of info on new profucts
  • Customer service is horrible
Preferred solution
Let the company propose a solution

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New Reviewer
Poor advice from a USAA Representative has me looking to pull my money out of their bank. I had my credit card declined 2x times today, once for an $880 tablet purchase from the Microsoft store and again several hours later at my local Walmart. The 1st Rep led me to...
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ID
#2951285 Review #2951285 is a subjective opinion of poster.
Location
Miami, Florida
Pros
  • Offer a lot in one place
Cons
  • Lack of constructive responsiveness
Loss
$10
Preferred solution
Full refund

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New Reviewer

Over 1 hour customer service wait time

Been a member for over 35 years. USAA has gone from the best to worst in the banking and insurance industry! Members are leaving by the 100s because of poor service and USAA continues to cut service to keep up. It's like bailing out a sinking ship without plugging the leak Website had been down at least 4 days. Tried to call for status and the customer service wait time is over 1 hour.

User's recommendation: Don't join and leave if you are there.

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ID
#2921681 Review #2921681 is a subjective opinion of poster.
Pros
  • Old usaa
Cons
  • Customer service is horrible
  • Online software is terrible
Preferred solution
Fix it.

Repeated terrible website and service experiences

Usaa used to be the good standard in service but has been making changes to the site and app that are broken and confusing. Like wiping out auto payments, not notifying customers, charging late fees, long hold times, no way to complain online, and more. Sad to see this downward trend of a former good company.

User's recommendation: Go elsewhere.

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ID
#2903404 Review #2903404 is a subjective opinion of poster.
New Reviewer

They have completely dropped any semblance of customer service

USAA used to be among the best in customer service. Then, maybe 20 years ago they must have fired most of the customer service employees and bought some of those telephone tag machines leaving you without any ability to talk even if you are able to wait up to two hours for a human voice. Recently I waited about 3 hours.

User's recommendation: Find an insurance company that will actually talk to you.

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ID
#2874066 Review #2874066 is a subjective opinion of poster.
Pros
  • Way co was run 20 yrs ago
  • Feeling like a member
Cons
  • Lack of constructive responsiveness
Preferred solution
Let the company propose a solution

Hail damage with leaks on tile roof.

We have an expensive tile roof which is covered under our home owners insurance. Due to the high cost to replace, USAA is declining our claim even after independent engineering report says there is hail damage. We have been with USAA for 22 years. The company's motto should be changed to we are not there for you. PS every roof in our neighborhood has been replaced.

User's recommendation: Go somewhere else.

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ID
#2862093 Review #2862093 is a subjective opinion of poster.
Location
Round Rock, Texas

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New Reviewer

Terrible service

None of the representatives are consistent when they r trying to verify who u r. 52 minutes, 1st person blindly transferred me. 2nd person had me on hold for 15 minutes, I hung up. 30 minutes , I have no idea whos account the rep was reading to me, got disconnected. No return phone call. I have spent 2 hours on the phone for my issue and have gotten NO WHERE. USSA is only goid if u have NO issues
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1 comment
#2047558

Welcome to the new normal for USAA. Gone are the days when you can get someone on the phone quickly and have a problem solved in an efficient manner.

ID
#2770499 Review #2770499 is a subjective opinion of poster.
Location
Antioch, Illinois
Loss
$50
Preferred solution
Fix my electronic payment issue

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
New Reviewer

Leaving as it has only gotten worse.

Original review updated by user Jul 11, 2021
Ever since Parker took over USAA has decided not to insure my then new manufactured custom home, decided to kick us out and close their investment division, with little notice, and the bank representatives are incompetent by and large. I have a CREDIT SCORE OF 835, and had money in their bank. I have since moved half and will be removing the rest and going to Navy federal Credit Union for banking. I used to not believe Chase and Wells Fargo customers put up with all the crap they dish out. I am shopping insurance now too. Haven't chosen yet.

User's recommendation: Stay away, go with a credit union.

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1 comment
#2034288

Hi there I can help you get you to there new customer care service if you still want to

ID
#2672360 Review #2672360 is a subjective opinion of poster.
Cons
  • Lack of caring for the finacial health of us customers
  • Incompetence
Loss
$2500
Preferred solution
I would like to get gone to Navy Federal but the Delta variant is a hot spot here so will be a few more weeks or months before I can go in and do business.
New Reviewer

No live customer service

Confusing Online system account got locked and tried to get live person to unlock it. There is no such thing at this company anymore.

User's recommendation: Good coverage if you can ever get anyone on the phone.

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ID
#2643183 Review #2643183 is a subjective opinion of poster.
Location
Philadelphia, Pennsylvania
Preferred solution
My account unlocked by an actual live person
New Reviewer

Tech support sucks

Tech support does not know what they're doing, lady was rude always have to have the last word. Does not even know what she's talking about. This was the first time I've delt with tech supportand I was disappointed.

User's recommendation: Do not ask for tech support.

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ID
#2627552 Review #2627552 is a subjective opinion of poster.
Location
Milford, Pennsylvania
Preferred solution
Let the company propose a solution
New Reviewer

Completely locked out of all bank accounts by USAA going into weekend

USAA has locked me out of my account. I cannot access my account number, log in, or use my debit. I was not give any warning or indication that this would happen nor why. USAA service has imploded over the last five years. After 22 years with USAA I will be looking to bank and get all my insurance from someone else. That will begin this next week. USAA has gotten to big and to cumbersome. They no longer have the customer as theirpriority.

User's recommendation: Do not bank with USAA, customer service is horrible especially the Specialist Department.

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ID
#2589149 Review #2589149 is a subjective opinion of poster.
Service
Usaa Banking Service
Pros
  • Website is easy to use
Cons
  • Lack of any response to my issues
Loss
$5030
Preferred solution
Let the company propose a solution

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
New Reviewer
USAA - I'm paying for something I'm not receiving
USAA - I'm paying for something I'm not receiving
USAA - I'm paying for something I'm not receiving
USAA - I'm paying for something I'm not receiving
Update by user Jun 08, 2021

Well still dealing with the insurance there got my statements I don’t how many time they need my statements just how many times I have to tell them what happened it’s crazy for someone asked to do their job where it takes a freaking accident before anybody will do...

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ID
#2587831 Review #2587831 is a subjective opinion of poster.
Service
Usaa Auto Insurance
Pros
  • When they honored military clients
  • Customer service
  • Cheaper insurance
Cons
  • Refuses to pay legitimate claims
Loss
$5000
Preferred solution
Vehicle replaced I seen one I wished I could have a long time ago,$50,000 after taxes for me and grandpa deposited to Bank of America and for usaa to call me to discuss it

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