Leighanna Lge

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Verified Reviewer
| map-marker Swansea, South Carolina

Trippling Premiums

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Initially quoted approximately $500 yearly on a 30 year mortgage, I accepted the lesser amount offered from the initial company's premium. After taking it on, hopefully for the remainder of my mortgage payments. Two years later, with no claims filed, the premiums almost doubled. The mortgage company threatening forclosure if not paid as requested. After shopping around to no avail I found company s working together. Long story short, after a minimal amount paid on two claims over nine years I at one point paid triple premiums. I found a selected group of others were done the same way.
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Loss:
$6

Preferred solution: Full refund

User's recommendation: Get yearly rate increase in writing to cover the cost of living only.

Franklin241989

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Verified Reviewer
| map-marker Philadelphia, Pennsylvania

Terrible Terrible customer service, online support and phone system

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I called to get GOLF CART Insurance. Your *** phone tree kept running in loops.

I finally talk to agent, She said my account is locked. She cannot unlock it. I asked to talk to a supervisor. After 10 minutes of waiting, she hangs up. Mind you i have been on the phone for 30 minutes. So i call back to Yawovi, who can't speak english well and cannot understand me. He tells me since my account is locked i cannot talk to a supervisor. How am i supposed to get customer service from your company? Your people can't fix it, and can't transfer me. SO i am s%%t out of luck. Pathetic.

SO i try the chat, which doesn't work at all, it brings up different websites to sell your crap instead of answering a question.

I am unsure that a business that run their support chain this poorly deserves my business or my time. I have probably been a USAA member for 20 years. I have never seen such disregard for the customer as USAA has displayed to me today.

I just wanted a quote for golf cart insurance.

I will definitely be expressing my displeasure with this company on other site. That is what i do for a living.

Amazing you acknowledge the PISSED consumer. "I have read and agree to the Pissed Consumer Terms of Service"

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Loss:
$180

Preferred solution: Let the company propose a solution

User's recommendation: Terrible customer service. Prices competitive

Franklin241989

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Verified Reviewer
| map-marker Hanover, Indiana

Bad phone service bad chat service bad customer service

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Phone tree runs in loops, the person who answered could not unlock account and would not transfer me to someone to let me in. The online chat was websites, no one would answer any question I had. Very poor customer service.
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User's recommendation: If you have a ton of patience you might get customer service after hours of waiting

Anonymous
map-marker Ponce, Ponce

Balance on Hold

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I received a check from USAA (Ck 000142230) several days ago for $308.37 for a refund of my auto loan loss protection. I immediately deposited the check to my checking account. The proceed of the check have been put on hold for 8 days! This is unacceptable. I have talked to customer service and a banking agent with no solution to the problem. I have been a member for many years but the USAA service has been deteriorating. I hope you can help. Dr. Luis R. Lizardi
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Anonymous
map-marker Newark, California

Over-charged two concurrent months

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USAA Last year, and again this year, automatically took my registered car out of non-op that has been in non-op for 4 years and automatically put it on Full coverage and charged me full coverage. March I caught it and a USAA agent corrected the policy. April, again I was billed more than the previous month and at full coverage;! Wow, caught it and took 30 minutes for another agent to correct. It was a SLICK move. They did the same March of 2020 during policy renewal saying the 'machine' does it automatically...Must keep an eye on USAA. (I am a disabled Vet July 1966.)
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User's recommendation: Keep eyes wide open, Even with USAA!

Anonymous
map-marker Alexandria, Louisiana

Careless Treatment

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I called to get a Roadside Assistance tow truck to take my disabled car from Alexandria La to Lafayette Louisiana. This person treated me like a criminal asking me security questions that had nothing to do with accessing my account. She then passed me to a dead end extension where I was disconnected
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Christian M Jbd

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Verified Reviewer
| map-marker Searsport, Maine

Heading in the wrong direction

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Updated by user Feb 22, 2021

Just received a new bill from USAA for my bundled insurance products and the new layout is very good. So one more issue down.That said, I finally got around to setting up my Victory Capital account in Quicken and was surprised to learn they do not support any of the money management programs available. USAA moved my Roth IRA to Victory Capital and I can't believe that a company in this day and age doesn't support electronic downloads.

Original review Feb 12, 2021
What happened? I work around 90 hours a week so, this is about two years worth of issues most of which have been resolved. About two years ago I received one of the most confusing bills I have ever received for bundled insurance products. USAA broke out the insurance totals but then mashed all of the totals into the amount for car insurance? How would I have known that? Took forever to get someone on the phone, much longer than it used to be. Issue resolved, USAA credited back the overpayment. Later I saw a large check hit my checking account I didn't recognize. So I called USAA after work and spoke with someone to fix the issue. The customer service rep was good and kept me updated as they worked to fix the issue. That said, it took almost an hour to get this corrected. By the end of our call, he was working with at least one manager and their IT department to fix this one issue. When they moved the check to the correct account, the computer system automatically dinged my account for a stop payment fee which is clearly incorrect. In the end they were able to correct the error, but it is troubling that no one noticed this issue earlier and that it took a team of USAA employees to resolve this one issue. Whatever cost savings senior management hope to achieve by cutting corners, probably was blown out of the water by this one call. The previous CEO thought it was a grand idea to sell off the financial products and pepper long time customers with tasks and emails when not too many people had a whole lot of free time in the year 2020. I guess this is resolved, but I am still not happy about it. Not good timing. In Jan 2021, USAA changed the way Quicken downloads transactions to increase security. Once again they dropped the ball and there are issues. One account is still not pulling in new transactions as of 2/12/2021. This is just one of the known issues. According to Quicken support, missing account(s), reversed transactions, and communications errors have all been reported. Quicken is still working to fix these issues with USAA, no ETA.
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Pros:
  • Customer service
Cons:
  • Increasing errors and issues

Preferred solution: Let the company propose a solution

User's recommendation: Check around, USAA isn't a clear leader anymore

Diannia Mak
map-marker Schertz, Texas

Bank deposit

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Managers some should have called me instead of just sending me funds back and closing where to apply funds. contact your clients when something out of the norm
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Anonymous
map-marker Canby, Oregon

Very Upset with how our Accident Claim was handled

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My wife's car was a total lose, not her fault at all. USAA stepped in and took over, her car was 6 months old. I tried to get them to replace the car at the level of options etc. that was on it. Final result on an almost brand new car we lost 5K. I tried multiple things to get USAA to be more reasonable and to no avail. Finally gave trying. The other drivers insurance was better at dealing with us than USAA.
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Loss:
$5000
Pros:
  • Very polite customer service agents shackelled
  • Fairly reasonable rates
  • Usaa auto insurance
Cons:
  • Fraud
  • Do not care about veterans

Preferred solution: Dropped their insurance

User's recommendation: Be advised their insurance maybe cheaper but if you need them they get even by not covering your loses.

1 comment
Guest

For a newer car, you need gap insurance.

Robert G Ywc
map-marker Norfolk, Virginia

Auto insurance

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Im cancelling for being transferred
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Loss:
$6200

Preferred solution: Admit ur a *** up

User's recommendation: I will not recommission usaa

Anonymous
map-marker Las Vegas, Nevada

Review

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I have been with USAA since the 1990s. I have to concur with most here. Their range of services and level of service have deteriorated over time. And they are far from the least expensive on the market for many of their services, such as for interest rates. I have a near-perfect credit rating and have been a customer with them for decades, yet the interest rates they quote me are higher than others. Working with them is nothing like dealing with a local bank at which you can have a personal relationship. Whereas I used to have most of my financial services with them, I am now shopping around.
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User's recommendation: ask for specifics and shop around

Kathy S Rny

Add lien holder on homeowner Ins

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15 minute hold Waiting for call back
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Pros:
  • Banking through smart devices
Cons:
  • Takes to long every time to talk to some person
  • Customer service practices

Preferred solution: Just need to add a lien holder to my homeowners

User's recommendation: Gieco

Chris R Cfs

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Verified Reviewer
| map-marker Jacksonville, North Carolina

Complete Chaos

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I've been with USAA for over 12 years straight, no accidents and here is my first experience with them. So we're moving from San Antonio to Jacksonville NC for a PCS move, about 4 hours into our trip we're hit by a semi truck and he decides to keep on going after he hit us. We of course called the state troopers to report the hit and run, the trooper puts together all the information and we call USAA while we're sitting on the side of the road with the trooper. They're asking us a ton of questions which is no big deal, mind you that we were also towing my wifes car on a trailer when all of this happened which is important to know. We tell USAA that we're in the middle of a PCS move and about the hit and run, how it went down and all. I tell them my wifes car is on a trailer and when they schedule a tow truck it needs to be equipped to pick up the trailer as well as tow my truck which is totally messed up. They assure me they have called a tow truck which will be able to tow the trailer and load the truck on a flatbed. All was cool until 3 hours later the tow driver shows up who was supposed to be there in 45 minutes according to USAA. USAA sent me a link via text to show me the ETA of the tow truck, when I looked after 45 minutes to see where he was it said he was onsite, I called USAA again and asked them where the driver was because the text I got with his location says onsite but I assured them he was not onsite. They asked for the number of the driver from my text, I gave that to them and they tried calling. When I looked deeper at the map on the text and zoomed out it showed that this was a tow truck driver in Ohio, mind you we're in Beaumont TX when all this happened. The USAA person got back on the phone, I told them the company they sent me was in OHIO and I'm in TX. They apologized and said it have been a glitch, but they did reach the driver and he was only out about 30 minutes. Again, I've waited 45 already, to get the glitch thing figured out was probably another 15 so now I'm on the side of the road with my wife who needs to use the restroom without anything in sight. We waited of course because we have no options. So we wait the 30 they said he'd be there and again nobody shows up, call them again, they had no clue of the accident and I had to answer another 100 questions and explain the situation, my wifes car on a trailer, hit and run, my guns are loaded in my truck, I can't just Uber it somewhere with 5 rifles and all my luggage, wifes car is loaded down with stuff so we can't drive that. Anyhow, we wait and wait again until after 3 hours dude finally arrives. He had no idea about the trailer when he showed up. So he calls dispatch to see if he should tow it. They call USAA and ask if they'll cover it and they said yes. He couldn't tow it right then and there so he had to go back for it. Now you might think this is the end but it's not. Now the driver drops us off at a hotel which was great. We ask USAA to just have a repair company rip off the bumper, put a new rim and tire on and I'll finish my move, they said yes that's fine and they email me a list of STAR repair shops, the tow driver hauls the truck to the repair shop, they tell the repair company to do what I had asked to get back on the road and ensure the truck was safe to drive. USAA agreed to do this and just have us finish the repairs when we get to NC. The company takes three days patching us up and we hit the road but prior to this USAA didn't know if the truck was going to be repairable so they contacted enterprise to line up a rental, I told them that because of the trailer we'll need something that can pull the trailer. They said yes we'll approve of getting an oversized truck that can pull a trailer. They assured me that they have a truck with enterprise lined up that I can tow with. I call enterprise and they tell me that they have a rental order from USAA and they'll have it ready the next day, I ask if I can tow the trailer, they said NO. They have no rentals that you can tow with. I call USAA back and every time I do this I've got to tell the person I'm talking to the same story, hit and run, guns, stuck in Beaumont, I'm PCSing. It was monotonous by this point. I'm frustrated. Anyhow, we just ended up getting a car and now we can drive around for the 2 days we have the rental while we're stuck there hoping the repair company can fix my truck to get us on the road. The repair shop calls me and tells me I can pick up the truck at the end of the day Friday. Cool, they fixed it enough for us to drive, we pay our $250 deductible because it was a hit and run. When I get to the shop the people were awesome and they did everything they could to get us back on the road. We finish our PCS and arrive in NC, we contact USAA to drop the truck off at another repair shop and they sent over an assignment order to a location. When I get to the shop they have me sign a form and tell me it's a $500 deductible, I tell them I've already paid the deductible at the last repair shop. They asked me to call USAA which I did and had them on speaker, I go through 50 questions again and USAA says that they thought this was a new accident and that's why another deductible was required, I told them this was the same hit and run accident, not another accident and that I had already spoken to someone who gave us the OK to do this, they said they'd fix it and send a revised assignment to the repair shop. I leave and USAA lines up a rental, cool. Well this is still not the end, the repair shop does their estimate and sends it to USAA, they decided to total the truck out. They send me a settlement agreement which is 6-7 k less than blue book, OK I'll do that but I'm not happy. I had new tires less than 24 hours old when the accident happened that cost me $1800. At this point I'm tired of all the drama with USAA, I go up to the repair shop to sign a release form and they tell me I owe $250 deductible. I was like you've got to be kidding me, I had to call again and explain the situation again. Now because in TX when an insurance company offers you a settlement they'll only required to cover 7 days on the rental. USAA tells me they're going to overnight me a fedex package with some papers I need to sign so they can send me a check. OK, being I was in the middle of a move I told them where to send the package, after two days the package had not arrived, I called them to let them know, they said their mistake it went to the old address. They said they'll fix it and resend overnight, I asked about extending the rental and they said they would because they made a mistake which is now postponing my payout. Now I wait again and no package was arrived overnight, I called them again and they said again it went the wrong address. I ask for another extension and they said they'll need a managers approval which it should happen that afternoon. The next day enterprise calls me and ask when I'm returning the car, I said I'm waiting to see because USAA was getting approval on the extension, they said OK but they needed me to go in that day because the car was already 3 days late, I asked them if they didn't receive the first extension and they said they had not. I call USAA telling them about the call and if the manager had responded about the extension that I was supposed to find out about, no but maybe today at the end of the day, again I didn't hear from them until the next day. They approved me all the way up to the end of that day. WOW, thank you for sending the paperwork to the wrong address twice and now for cancelling my rental. I did end up getting the paperwork the same day my rental was due back and sent that back, I've still yet to receive my check which I was told would happen within the 2 days of me signing everything they sent. It's now been 4 days. I can say complete chaos and I'm unhappy. THANK YOU FOR YOUR SERVICE AND BEING A MEMBER OF USAA FOR 12 YEARS, those words I will never forget because of how many times I had to call USAA about every day.
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User's recommendation: I would not recommend USAA

Anonymous
map-marker Pleasanton, California

Why the USAA is advertising with the NFL

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The disrespect shown by the NFL towards our military and country clearly is not the values shown by me a 50 plus year member ...WHY are the marketing folks in USAA turning a blind eye to this.....in addition I have tried to voice my concern to no avail ...
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User's recommendation: Don’t do it until this NFL issue is resolved

1 comment
Guest

Trump is the worst for disrespecting the military. Fortunately, he looks like a loser.

Anonymous
map-marker Depew, New York

Member unable to log into his own auto insurance account

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USAA is losing an insurance customer because he has been in our dealership for 3 yes three hours trying to get into his own auto insurance account to do a change of vehicle. We all understand privacy and security but this is ridiculous for an older client who served our country in Vietnam.
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User's recommendation: Do not get insurance through USAA