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4.2
Details
Unbeknownst to me, USAA has a Survivor Relation department which helps to facilitate the accounts of a deceased member. I was a joint owner of a checking account with my grandmother. The first problem was this department called me on the day of the funeral. How...
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Review
#1541476 Review #1541476 is a subjective opinion of poster.
The bill pay service is so ineffective and slow that some bill arrived late. I guess they use a 3rd party service. Charges take days to post on your account always showing inaccurate balance. I personally went back to Chase Bank, it offers free military account, free...
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1 comment
RigidCrab979
#1727622

I have registered complaints about USAA Bill Pay Service for two years. I have communicated by email, telephone, fax, and US mail.

Today I called USAA to notify them that for the second month in a row my payment to Dominion Energy has not arrived. The representative I spoke with was less than interested and essentially told me there was nothing USAA could do and that it is not USAA's fault. The check was written and sent out on time and they have no control over when the check arrives. He attempted to pass blame on to Dominion stating maybe they received the check and it takes time for them to process it.

He added that over the last couple of months, instead of paying Dominion electronically, they are now using paper checks. Odd, yes, stopping what works, and using a less efficient means to pay their customers bills. USAA's customer service has deteriorated over the pass several years. USAA is failing with their commitment to provide excellent service.

USAA now limits the types of emails they will accept from their customers. Therefore, customers must telephone USAA. With all the technology available, USAA keeps their customers at arms length.

Most companies today accept emails from their customers. PENFED here I come.

Review
#1514919 Review #1514919 is a subjective opinion of poster.
Reason of review
Problems with payment

USAA in Richmond, Virginia - Not a good bank for veterans

1.4
Details
I made 2 moble deposits to my account. They gave me half of the first one and put all of the second on on hold. And i got to wait until next friday for my money. I called them and they told my that my deposits are on hold until next week, i told them that was unacceptable and as soon as i can i will take my money and close the account.
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Review
#1380450 Review #1380450 is a subjective opinion of poster.
Reason of review
Order processing issue
Cowards..... what our president elect and supporters are doing for our military. And usaa joins the attack.... 26 years with usaa.... I say I'm ready for boycott..... Any one with me?????????? Family retired career military. I can't believe a organization claiming to...
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4 comments
Anonymous
#1337506

Stuart Blain Parker CEO

Home Address

16 DE Zavala PL

Shavano Park TX

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#1053552 Review #1053552 is a subjective opinion of poster.

Usaa Customer Care Review

1.0
Details
USAA is the worst bank. They don't care about their veterans. They have been holding my husbands VA disability pay for 3 weeks and no one will return calls or fix this. Such a shame that our disabled vets are treated like this by a bank who claims to be on their side.
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Review
#918500 Review #918500 is a subjective opinion of poster.
Reason of review
Problems with payment
1.0
Details
Fortunately I am not a policy holder with USAA, however unfortunately my parked vehicle was hit by a USAA member 1 week ago. Each call to 210-531-8722 gives you a different rep. The original adjuster I spoke with last Thursday, has not returned my call, though I have...
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1 comment
Anonymous
#1206107

Insurance companies have a contract with their insured to defend and protect them. The law in every state protects them and allows them weeks and months to investigate and determine liability.

They will not accept liability until they have discussed with their insured and completed their full investigation.

Why haven't you involved your company that is contracted with you to protect and defend you? No matter the company, this is how it works.

Review
#909838 Review #909838 is a subjective opinion of poster.
Reason of review
Poor customer service

USAA in Manassas, Virginia - Excellent Insurance Company

4.7
Details
I have been a member for over 23 years (ever since I started driving) and have never had a problem with them. Repair claims have been painless and easy to file, and they pay without a hitch. They don't constrain you to a fixed set of shops, and pay the shop directly most of the time. Whenever I call, the representative knows what is going on and is able to help me out. I occasionally shop around for other rates, and theirs are, by far and away the best that I have been able to find. Best of all, they offer a roadside assistance package that is $3 / mo, and they tow the car to my preferred repair shop, just "the closest one."
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Review
#903758 Review #903758 is a subjective opinion of poster.
Pros
  • Prompt responses
  • Easy to access by phone
  • Responsive customer service
Reason of review
All of the above
I have been a USAA member for almost 40 years I have had nothing but great experiences with them. I use them for all my insurance needs and have a USAA credit card For every claim they have bee responsive and courteous. They have been right on top of through three...
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Review
#884189 Review #884189 is a subjective opinion of poster.
Reason of review
Good customer service
2.2
Details
I had been a USAA member and premium-paying policy holder for nearly 58 years, when, In February 2016, I filed a claim, for the very first time under my homeowner's policy, because of water intrusion into a bedroom and USAA-covered sun room addition to my townhouse...
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4 comments
Anonymous
#1186337

Being in the business for over 28 years I'll try and give you a little insight into why you're not getting anywhere with your complaints.

Insurance companies are not governed the same as your neighborhood retail outlet.

They must abide by very strict laws and regulatory oversight.

In the case of refunding or "waiving" a deductible, there are extremely rare cases in which this occurs and written guidelines detailing how and for what reason. Deductibles cannot legally be waived for dissatisfaction or as an "I'm sorry" to make up for an unhappy customer service event.

When you purchased your policy and each time the company makes an offer to renew you and you make a choice to accept the renewal offer by paying the premium, the deductible is chosen.

The premiums are based on that deductible. The higher the deductible, the lower the premium and the reverse is true. That is a contract.

The agreement with the insurance laws of your state apply to everyone.

Exceptions cannot be made or it would change the entire actuarial formulas of the premiums in place.

One of the very few reasons a deductible could be applied differently is if the policy was written incorrectly or the agent made an error. This does not seem to be your complaint. Your letters and appeals are falling on deaf ears for this reason.

What you're asking is legally non compliant. As for going higher and higher up the chain, you're only going to get so far and the complaint will be re-routed directly back to the department that made the original decisions. That's what they're authorized, licensed and directed to do. CEO's are talking heads.

They do not get involved in these type situations. I've brought in tens of millions of dollars to my company. I've never seen, talked to nor, of course, met our CEO and have only met an executive officer once, accidentally. Obviously, I'm a customer too.

It doesn't matter. They have departments and leaders of each department in place to handle your situation. You're not getting any higher than that. You left.

You believe you found a better plan. I hope you did, but keep in mind it doesn't mean a hill of beans if the coverage limits equal exactly. I promise you the contract language will be quite different. No two companies provide the same coverage.

It's all in the policy contract and unless you compared contracts, in detail, with a licensed professional, rather than coverage limits, you have no idea what you just bought. Also, when you start over with a new company, they don't have to have a reason to cancel you. Just one claim or one ticket means you can legally get the boot. Based on the number of years you were with USAA, you probably would never have been cancelled, regardless of your record.

Lastly, lots of companies start steadily increasing rates or cancelling customers as the age, especially after the age of 75. Be sure to ask about that.

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Review
#883233 Review #883233 is a subjective opinion of poster.
Cons
  • Usaa has lost its way
  • No effective complaint resolution process
  • Senior and top management do not respond to complaints
Reason of review
Poor customer service
Loss
$1000
Preferred solution
A formal apology, at an appropriately senior level, for inept, uncaring, callous, almost hostile, treatment of a customer in who had been a USAA member for 58 years, in the handling of a homeowner's claim and refund of my 1,000 deductible.

Contact USAA Customer Service

Mailing Address:
USAA
9800 Fredericksburg Road
San Antonio, Texas 78288
United States
Phone:
(800) 531-6095
All USAA Contacts

Will tell everyone not to use usaa

Lucky for me, for the next ten years, I will let my opinion be known to the younger generation of military about USAA. After being with the company for about ten years, it will be coming to an end. The Customer service reps will "" information or just flat out tell you the wrong thing. When you talk to the next person to update your information, they tell you all sorts of new rules even different ones from the time of your original date of change (previous action request not explained or not properly written in their documentation). They have lost records. Have processed a claim against an item that wasn't stolen. Banned me from making transfers for the last 7 years due to their own issue with not contacting the other bank that had my name on the account. Not refunding items for coverage that would not have been covered due to their mislabelling of my items. What a despicable company preying on military members.
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1 comment
Anonymous
#1178928

Sounds like you got what you deserve. I will continue to tell everyone who is eligible to use USAA.

They are outstanding in every way. Top-rated by independent rating agencies.

Review
#872726 Review #872726 is a subjective opinion of poster.
Reason of review
Poor customer service