USAA Reviews in Virginia, USA

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.

Stuart Blain Parker CEO

Home Address

16 DE Zavala PL

Shavano Park TX

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.

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.