USAA - Horrible customer service and don't give a *** attitude

1.6
Details
I've been a member for over 40 years and am now caught in the hold do-loop, this time for over 30 minutes. ( They did suggest I try to leverage their online services-- sweet Jesus. I remember when you used to call USAA and a real person answered the phone by the third ring and actually acted as if they were happy to help you. Now, if you ever do get to a real person, the responses are borderline rude,) The happy ads you see on TV trying to suck in new members reflect a world that has long since disappeared from USAA. My next job is going to be starting to look for a new carrier for my insurance. Disgust is the only word that applies to the way I feel about a company that I once respected .

User's recommendation: Don't do it.

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1 comment
Anonymous
#1897156

Strange, this has not been my experience. You are correct to just move on.

ID
#2068971 Review #2068971 is a subjective opinion of poster.
Service
Usaa Auto Loan
Pros
  • Usaa used to make me feel like they cared
  • Way company was run 10 years ago
  • At present i feel that there are no pros
Cons
  • Lack of any sort of human response
Preferred solution
Apology

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
1.0
Details
Two months ago I refinanced a car loan with USAA to pay off VyStar for a 17K car loan. The paperwork was in and USAA said the loan would go into effect in the following month. I cancelled my Vystar autopay and let USAA take over the loan. USAA failed to send a check...
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ID
#1707289 Review #1707289 is a subjective opinion of poster.
Service
Usaa Auto Loan
Reason of review
Failed to make good on the error made by USAA
Loss
$111111
Preferred solution
Give me a letter showing the error was on USAA
1.4
Details
Paid off my car loan and called USAA to make sure the next automatic payment would not be taken out and was reassured that it wouldn't be taken out. Turns out it was taken out of my bank account. Called the next day to customer service and was told it would be back in...
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ID
#1586385 Review #1586385 is a subjective opinion of poster.
Location
Steamboat Springs, Colorado
Service
Usaa Auto Loan
Reason of review
Problems with payment
I’ve been with United Services Automobile Association (USAA) for 25 years for auto insurance, home insurance and banking. I have financed at least five vehicles with USAA and have paid each of them off at least one year earlier than contracted and was never late on one...
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2 comments
Anonymous
#1792037

Navy Fed is better.

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ID
#1545287 Review #1545287 is a subjective opinion of poster.
Location
Fort Huachuca, Arizona
Service
Usaa Auto Loan
Reason of review
Poor customer service
Preferred solution
treat customers equally

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

USAA thinks customers are stupid

USAA has adopted the usual attitude toward customers. They seem to think we are all stupid. One guy, in particular who claims to work in the CEOs office just flat out lies about what has been said and when challenged gets defensive. Asks if you are recording the call and if you answer in the affirmative - hangs up. Of course they tell you right up front that they are recording you. Usual corporate double standard. If you have a recording you can prove what they said and they can't stand that. One of the things I was told is that the county clerks office didn't know what they were doing - really. The county clerk found that statement very interesting.
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ID
#1541156 Review #1541156 is a subjective opinion of poster.
Location
San Antonio, Texas
Service
Usaa Auto Loan
Reason of review
Poor customer service

USAA - Auto loan bad service

3.2
Details
I have been with USAA for over 20 years, and have had many loans with them. I wanted to use them for the new car I just bought, but the rate they offered me was high. I have an 830+ credit score and a lot of money in their bank. The dealer and Navy Fed gave me a much better rate. I called USAA to discuss the loan rate, but they said that the rate was set by a computer and that they could not change it. USAA, bad service!
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ID
#1524305 Review #1524305 is a subjective opinion of poster.
Service
Usaa Auto Loan
Reason of review
Poor customer service

USAA - Total Loss

I've been a customer of USAA for 16 years. After my vehicle was totaled by an uninsured motorist, I'm required to put $100 down for a rental, mind you they don't have ONE that the $30/ day will cover so I am responsible for daily taxes, they gave my half what my car was worth, gave me 7 final days with the rental BEFORE they had the final settlement (apologized about that but didn't change it because of 'policy') therefore weren't able to even send that payment until 2 days prior to me turning the car in. That meant everywhere I looked nobody would give me a loan because I still had an open one with them. I called to complain about this and was told "you've never been late or missed a payment, if your in good standing with them, they see your vehicle has been a total loss and they will receive payment, therefore they don't look at that negatively" Next day I get a call from collections for my payment! SMH Once again they apologize. I apply for another loan and get denied after all this. Plus I still owe my deductible. Way to be there for your long time client who has just been thru a life-altering trauma.
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1 comment
Anonymous
#1657212

I am having the exact issue you are having almost exact except my car was in 4 feet of flood water .my claim was submitted on 12-21-18 and hear it is the first week of march and iaa or iia who is supposed to pick the car up from the shop still has not done so i have sent the title in weeks ago. it took the sub contracted claims adjuster forever to come out just to take pics he came out Feb21 of this year when the claim i made was 12-21-18 and then took the guy another 4 days to get to the shop where they had it go to be taken apart to see how much damage was done by the water.

the guy deemed it a total loss that same day and here it is 2 weeks later no payment no nothing still paying insurance and was told the same as you about being back dated . let me also add that i did not get a rental until 2-21 so i went almost 2 months with no rental paying out of my own pocket. i now record every conversation i have with usaa because they cannot be trusted anymore. i've been a customer for 10 plus years and in the past 3 to 4 years they have really gone downhill.

this is supposed to be a thank you for our service? what a kick in the ***

ID
#1436540 Review #1436540 is a subjective opinion of poster.
Location
San Antonio, Texas
Service
Usaa Auto Loan
Reason of review
Poor customer service
Loss
$7000
Preferred solution
Let the company propose a solution

Bought a truck and the payoff was sent to usaa still not received my extra payment back

Bought a truck at dealer , on the 13 of Dec. they sent the payoff to Ussa. the 15th of the month they took out my car payment on automatic payment schedule. Called them and they said they had to make sure a Major car dealer that had taken custody of the vehicle. Was going to actually pay them. Called usaa and they acknowledged the payment was made. My Question is if Enterprise car sale at the Corporate center has sent the payoff here its the 21 of dec and still no refund. It takes them No time at all to take it from my account it should only take 5 bus. days for a refund. No more auto-pay for me I have no more use for Ussa auto loan section. So Much for their great service retired military I was counting on some of that for Christmas. What do they say. THANK YOU FOR YOUR SERVICE BEWARE THEIRS.
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ID
#1429985 Review #1429985 is a subjective opinion of poster.
Service
Usaa Auto Loan
Reason of review
Problems with payment
Loss
$254
Preferred solution
Full refund

Disappointed in USAA

I have no credit history so I applied with a co applicant for an auto loan the car price was 10950 dollars and they were be able to give 8000 have to put 3000 of my money and my co applicant credit score is 695 and they charge 14 percent interest rate I expected lower but also they were tedious on documents and all that!!! Disappointed in USAA I followed my commander and NCO advice and higher interest rate they gave so once again disappointed and probably the first and last time ask for a auto loan.
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ID
#1426547 Review #1426547 is a subjective opinion of poster.
Location
Anchorage, Alaska
Service
Usaa Auto Loan
Reason of review
Pricing issue

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USAA reviews
I have been a USAA customer for 17 years, until my car was totaled by a teenager running a stop sign. Since that moment, USAA assessed more fees on my car loan final balance, and didn't disclose accurately the payoff balance. They also pulled my credit twice, affecting...
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ID
#1111784 Review #1111784 is a subjective opinion of poster.
Service
Usaa Auto Loan
Reason of review
Problems with payment
Preferred solution
Let the company propose a solution

USAA - Denied Auto Loan

I applied for an auto loan with them I have my homeowners, auto insurance, and a credit card with this company. I have never been late not once. I know they have a right to deny you credit but I also feel that my being a longtime member and always on time should be considered. I will never feel the same about them again.The representative acted as if I was just being ridiculous for questioning there practice. I will be looking around for someone else to take care of my business.
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1 comment
Anonymous
#1327720

Credit decisions are based on your credit reports and credit score. Nothing to do with your past membership. Check your credit report for errors.

ID
#1045500 Review #1045500 is a subjective opinion of poster.
Service
Usaa Auto Loan
Reason of review
Poor customer service

USAA Twilight Zone policies !

An hour on the phone and online to apply for an auto loan. However, I submitted the seller information as the persons name, not the LLC name on the title, my fault. So, USAA required me to go through the whole loan process again 12 hours after the first loan was approved because the name on the title was different. Same seller, same vehicle, same everything except the actual name. Another hour of my day. Congratulations, your loan is approved a second time ! Twilight Zone part, my credit worthiness, in just twelve hours had gone down so much that my new loan would cost me $600 more in interest. USAA did a hard pull on my credit twice in twelve hours, this apparently caused my credit score to change enough to justify a higher interest rate. Even more Twilight Zone, not their fault, to bad, so sad, take it or leave it, all said very nicely. Now, I am mad because I feel cheated ! Went to Navy Federal Credit Union for the loan. Cancelled my car insurance, cancelled my homeowners insurance, cancelled my direct deposit to USAA. I realized, if I ever had an insurance claim I would have to deal with USAA policies.
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ID
#1013564 Review #1013564 is a subjective opinion of poster.
Location
San Antonio, Texas
Service
Usaa Auto Loan
Pros
  • Very polite customer service
  • Very polite customer service agents shackelled
Cons
  • Psudo
Reason of review
Poor customer service
Loss
$600
Preferred solution
Opportunity to resolve the issue was yesterday, I've moved on.
1.0
Details
Where do I start? USAA has definitely gone down. I used to be an employee about 12 or so years ago and initially established my membership that way. I had to file Ch 7 bk back in 2005 due to unforeseen issues. Nevertheless, I included a credit card and a car loan from...
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ID
#950569 Review #950569 is a subjective opinion of poster.
Location
Goodyear, Arizona
Service
Usaa Auto Loan
Reason of review
Pricing issue

USAA - Outstanding Company!

4.9
Details
We've been USAA customers for over 50 years. We have checking accounts, savings accounts, credit card accounts, car and home insurance, and have financed at least 3 vehicles with them. We have ALWAYS been treated with courtesy and respect. USAA phone reps are uniformly knowledgeable and they have always listened to us and have never questioned our word. We just used USAA's car buying service. We told USAA what car we wanted and what accessories we'd like and they took it from there. They approved us for a loan and contacted 3 dealers in our area who then each sent us an offer--all we had to do was decide which one to accept. It was a real pleasure to walk into a dealer with the price already negotiated, fill out the paperwork, and take delivery of our new car. It couldn't have been easier. Saved us around $3,000. USAA is a model for all other financial institutions to follow. We LOVE this company!
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ID
#945334 Review #945334 is a subjective opinion of poster.
Service
Usaa Auto Loan
Reason of review
Good customer service

Usaa - Auto Loan Review from Oakland, California

1.0
Details
USAA is very corrupt. Nothing they do to screw people out of money is an accident. In my case they paid me thr full Diminished Value I submitted in a compehensive report. In excess of $3000. Yer these theives stopped payment oncthe check telling me it wad a mistake. That now I need to submit more informstion. Sadly they lie verbally with impunity. Their low paid opetators teadva script all dedigned to frustrate and make people give up. My advise is never speak to them on the phone. Insist all communication be in writing and put that in writing. Once you move the claim to a paer trail it is harder for them to cheat you. However their letters are deliberatrly vague and ambiguous. Read each word exactly as written and do not infer anything. Whichever position you take to their vague responses they will challenge. So if they *** fo not accept the offer and demand to arbitrate and report them to your state insurance regulators. Sadly our bank and insurance industries are rife with corruption assumobg it just costs all of us too much time and money to challenge them But thier weekness is they hire dumb people and they hate the states pokibg into their bad behavior. If you are convicted to not being bullied by corporate *** then go through the process to challenge. They are not the final word on their own horrible behavior.
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ID
#913088 Review #913088 is a subjective opinion of poster.
Location
Oakland, California
Service
Usaa Auto Loan
Reason of review
Not as described/ advertised