USAA
Reviews and Complaints

My name is Rachel Evans, I'm a member w/ USAA and have been for 10+ years. I am so upset w/ this company, and how they treat their members by doing very sneaky things. Upon me looking into my 6 month renewal policy on 1/17/17 I noticed I was subjected to a pay in full plan which is something I DID NOT agree to or was even aware about. After speaking w/ a rep by the name of Elton (he was very unprofessional) and then w/ a supervisor Andrew informed me because I had a few late payments last year (which I always informed USAA and never had a cancelation) that I was subjected to a pay in full plan or to do automatic payments to avoid it. I'm so angry and feel very fooled by this insurance company who I always thought so highly of, I definitely don't feel that way now and can see just how money hungry they truly are. Sometimes in life things happen but at least I always took the time to call USAA and let them know in advance about any late payments I was going to have to make and they always had my word on that day that they were going to get paid! They still took my money without any issues but failed to let one of their valued members know about something like this. I'm disgusted w/ this company beyond words and fed up to the Max, this is NOT fair at all and in the line of customer service is NOT how you treat someone who has stuck w/ you for 10+ years! Something should be done about this bc this is just not right!

On january 9, 2016, I called usaa investments and spoke with a rep based in phoenix, az about investing $70, 000 with them; the rep said he'd get back to me in a day or two with recommendations and steps to proceed. A week and a half later, still nothing, even after calling and leaving messages on his direct line, twice; and sending him an email. I called the central # after a week and a half to complain; this rep assured me he'd have a supervisor contact me, but 24 hours later, still no response.

I've been a lifelong member of usaa, but my short experience with their investment group and the bad reviews the investment group has me wondering.

What's wrong? To date over the years with them - 50+ years, service has been sterling. Not with this group. I just want a callback and a good explanation.

Today I had an automobile accident. I have been assigned claim representative matthew morelo. I want another claim representative to be assigned to my claim. A third parties listened to my conversation with mr. Morelo and their remarks were, “we do not know who was the most arrogant you (Me) or the other guy. ” difference is I am a customer/member and mr. Morelo upholds the good reputation of usaa. I held a florida independent all lines adjuster license for 12 years, [protected], license: e48540. This is the first time I have been disrespected to this degree. I even worked claims for usaa during the 2004 & 2005 hurricanes. I thank you in advance.

I was with State Farm for 10 years and had a great, low rate with a loyalty discount, too. I switched to USAA in August 2016 because I had purchased a (new to me) preowned car. I specifically told them about the great rate I was already getting which included a discount for my loyalty and asked if they were going to jack up the rates after my first 6 months. Sure enough, 4 months into my 6 month policy term, I get a renewal which states my policy is increasing by $85. When I phoned the company to find out why, I was told everyone in CT got an increase. I asked if this was only with USAA or with all companies and she said only USAA. I told her that sounds like bait and switch to me and I'm going to file a complaint which I'm keeping my word on. If I'd known they would pull a bait and switch, I never would have left a company that I was with for more than 10 years with no issues

I changed supplemental Medicare insurance companies from USAA, and they kept charging my account, despite my notifications I had other insurance - which I think they threw into the trash. Five months later they call, and are willing to refund two of the five months.
I had other insurance, their insurance of me was all in their mind and their paperwork - no claims.
My fault! I thought they were honorable. I SHOULD have notified my credit union to disallow their automatic charge - because they aren't honorable.
Carrying me on their roles as insured costs them nothing, but they want @ $435 for doing so.
Maybe they started out as vet officer friendly. Grew, added formerly enlisted, as fodder to screw over.

Jameson Leak is an aggressive, intimating, ill-mannered agent who talks very fast and very loud. Every time I speak with him, he is sarcastic, keeps talking around me and it is difficult to get a word in. He challenges everything I say and rather than slowing down and lowering his voice (as I asked him to do), he continues to interrupt. He is either ill-trained or very immature. He seeks to intimidate and rather than explain and help, bullies me. I am appalled that USAA would have someone like this in their hire. He seems to need training in communication, respect for others, and perhaps knowledge. He refuses to communicate with me via email as I requested (I am 72, have severe tinnitus and do not do well on the phone.) He is an obnoxious young man who leaves me shaking every time I must communicate with him. Admittedly, I started out being polite with him. I have long gone past that point. He has made the trauma of my accident much worse than it needed to be. I am ill from my interactions with USAA.

Dear USAA member,

My family entrusted USAA with our earnings, savings, house and car insurance for the last 30+ years.
Last week my wife's car got totaled by a driver running a red traffic light. The driver admitted his fault and was ticketed by the police.

USAA is using CCC for the primary purpose of minimizing monies paid out by insurers to its fiduciaries. USAA is not accepting KBB, NADA, etc. for an independent and fair market price evaluation. By relying upon CCC’s intentionally low valuation of my vehicle, USAA is breaching its fiduciary duty to act in good faith in handling my claim.

It's all about profits - nothing personal. Now it is my turn.

Dear USAA member, please don't let USAA get away with this. Fight back. Know your rights. Share your experience. File a complain with the Colorado Department of Regulatory Agencies.

On the 5th of July 2016 I went to Killeen, Texas Banking branch and spoke to the manager I stated to her I want to pay off my credit card that with all interest and fees She agreed I went and got a Cashier's check of the amount specified, and again explained I want it paid off today. The manager assured me the account would be paid off that with all fees, and interest incurred. Q's what happened I get a statement Stating I owe interest and fees for the next month. According to their own disclosure agreement that is unethical, and it is also against Fair Banking regulations. I have filed a official complaint with the FDIC, and the Attorney General Office of Texas. Usaa is a Banking Predator and inconsistent Company in Policy, and Procedures. According to J.D. Power & Associates, Trans union credit Agency, and other corporations of whom I did not have time to note here. Just ask the CEO of USAA Mr. Parker of whom has received over 92, 000 complaints. What I suggest also is write your Congressional Leaders especially the members on U.S. Trade Commission, Banking Authorities. They will listen since the current scandal with Wells Fargo.. Buyer beware!

I have been a member of USAA since 2001. I use their investment, banking and insurance products and services and am part of their wealth management elite group of members, meaning I have significant assets under their management. Just this week I was reminded once again that USAA does not KNOW WHAT IT MEANS TO SERVE, despite their incessant commercial reminders. In this one incident they made a mistake on one of my accounts that was only discovered because I used TurboTax software to do my tax return. USAA made a mistake that has resulted in hours of my time and effort spent to understand what happened and ultimately will never be corrected to my satisfaction. They have acknowledged their error and that there have been real consequences to me and my brothers, but have justified not compensating me for my time by saying that it would be a precedent to do so, as though a precedent is inherently a bad thing.

I hold an investment account with USAA jointly with my two brothers which has substantial assets. I am the one who opened this account and since this account (or any account with USAA) can only be associated with one social security number, my social security number is the one. One of my brothers moved to a new home in 2013 and notified USAA of his new home address because he holds several USAA accounts, other than our joint account. Unfortunately, USAA made the mistake of changing the address on the joint account to his new address even though the joint account has my social security number association and therefore all IRS reporting is with relation to me. This resulted in the annual 1099-B and 1099-Div statements to go to my brother instead of me. TurboTax, on the other hand, correctly imported from USAA all information tied to my social security number, including our joint account. This caused quite a bit of confusion for me when I attempted to validate the numbers on my tax return with and tie these numbers to statements I received from my bank and investment accounts. I finally figured it out and contacted my brother about the joint account 1099. Blame for the error is clear, USAA. They don’t dispute it. They believe the fair thing to do is to apologize and move on. I, on the other hand, believe that since USAA KNOWS WHAT IT MEANS TO SERVE, they should take full responsibility for the consequences of their error and pay for my time, that of my accountant, and shoulder the responsibility if future IRS issues result from their error.

If you don’t mind paying for the consequences of mistakes of others, specifically USAA, then USAA is the place for you. However, if you just want to pay for your own mistakes, I suggest you look elsewhere for your investment, banking and insurances services.

I have several banking and investment accounts with USAA. In August, I used the online system to direct some transfers of money from my money market fund to other mutual funds. Instead of executing as I had expected based on the panels in the website, USAA pulled my money out of my external bank account at another bank that they had on file from a deposit I made a year ago. This caused my bank account funds to be depleted and caused me to be hit with several NSF charges at my bank and it held up my money for several days that I needed to pay bills. The customer service department was rude and showed no empathy or appreciation for the inconvenience this caused me as I had to haggle with them to sort it all out so I could access my money. They said it was my fault for not doing it right, even though I told them how I did it on line and they didn't believe me. Why would I do it wrong? I never authorized the money to come out of my bank account. I had to set up a checking account with them in order to get my money out in time to pay some due bills.
Now I'm experiencing more issues with USAA as I'm trying to make a transfer from e checking account into my husband's IRA. They are saying they will charge me a wire transfer fee to move money from my USAA Checking Account to his USAA SEP IRA - ridiculous. They are also saying it will take 3-5 days, which will cause me to miss the IRS deadline. Again ridiculous. They have transferred me from Representative to Representative an no one there seems to be able to help me make a simple transfer of my funds. I'm completely dissatisfied and plan to move all of my money to a different financial institution as soon as I can. USAA used to be a reputable, customer focused company and now they seem to be the exact opposite.

USAA has control of my car and I cannot get it to the repair shop until it's towed from IAA. Your Total Department rep (name, Sacramento) refuses to extend my rental car past 9/27 because he told me the car was totaled on 9/20. Now it's 9/23 on a weekend and Alana just messaged me and told me it may take several more days until it's towed there. This is not fair that I lose my rental when it's needed since the problem has been on your end. Had USAA not towed it unnecessarily to IAA, I would have used my tow to the repair shop and my car would have been fixed long ago. This incompetence of the Total Loss Department has gone on since 9/12/2016. By the way, my mechanic just called, wondering where my car was. He was going to try to get it done by 9/27, but he hasn't gotten from you guys yet.

06/29/16 A USAA member backed into the front of my car with his pickup and caused significant damage, the care was drivable and no one injured. At the time of the accident the member themselves said USAA would provide a rental care, whatever I needed. An adjuster showed up at my home to do an estimate on 07/16/16. I had been in contact with a Zach on a couple of occasion before I took my car in for reapirs on August 18 and he never once mentioned that USAA had only approved 3 days for the rental car. This was absurd as the auto body shop was not open on Sat or Sunday ( 2 days after I got the rental car) He did a complete estimate and I received those papers about a week later along with a check. I took my car along with the papers from the insurance co. to my body shop. They took copies of the papers of the estimate from USAA which included all the part numbers needed. I also had asked the body shop if they could do an estimate on my car that received hail damage after the collision by the USAA member when I brought the car back for the collision repairs. So my auto body shop called and set up an appt to leave my car to get repaired on 08/18/16 ( Thursday). Enterprise rent a car came and got me so I could get the rental car that was reserved for me. I told Enterprise that I would have to pay for part of the rental car because my body shop was going to do the hail damage while my car was in the shop for the collision repairs. I called my auto body the following Wednesday 08/24/16 to see how the repairs were coming along. That is when I found out that the USAA adjuster has the wrong part numbers so the wrong parts were ordered by the auto body shop. They had ordered the right parts and were waiting for them to arrive. My hail damage repair was completed over the weekend
( the auto body shop outsources their hail damage repairs) (August 20 & 21). No one from USAA ever informed at any point that they and only approved 3 days for the rental car. I spoke with Zach again on 08/31/16 and we talked about me paying for part of the rental car and we agreed that I would cover 08/18-0/23/16 ( 6 days). He would get the balance approved and let Enterprise know and let me know that the next day 08/31/16. Zach never called me back. I returned the rental car on 09/2/16. Enterpirse had not heard from USAA either. So I ended being charged
$ 400 ( 11 days ) for the rental car. I called USAA on again on 09/11/16 and left a message for Zach, no call back Monday 09/12/16, so I called later that day 09/12/16 and spoke with a Logan, who said Zach was out of the office for awhile. I explained the conversation I had with Zach on 08/31/16 abd no one had ever called me back.He would check on the rental car issue and call me back. He did not call me back, so I called again on 09/19/16 and spoke with a Lauren who at that point said USAA was only going to pay for 5 days total. I again explained about the conversation I had with Zach and she said Zach was not going to be in the office for awhile and repeated again that USAA was only going to authorize 5 days. I explained to her that the delay in getting the car repair started with their adjusted having the wrong part numbers on the estimate so the auto body shop had ordered the wrong parts and had to reorder the correct parts and they took a week to come in. I feel that USAA was not honest up front with their client or with me about the rental car fee. This is the worst customer service I have experienced for a long time. I wonder if your client knows how badly this whole claim was handled.

Dear USAA,

On behalf of all military personnel stationed overseas, your new debit cards DO NOT WORK! I myself have had numerous experiences where I was unable to make a purchase or take a taxi because for some reason your chip does not read outside of American ran military bases. The card seems to work fine as long as you use it on base. It doesn't even work in ATMs off base, which is a HUGE inconvenience for those who live OFF base. It is also a inconvenience to force your customers to switch to a card that does not work. I feel like the customers should have a choice on if they wanted to switch to the new card or not if they already have an account with the bank.

Sincerely,
Very PISSED customer who may soon switch banks

USAA is not a Veteran friendly organization. They are solely bottom line driven and will dispose of a multi-year relationship if they no longer see value in it. This is counter to the sell they give you when you first sign up as well as the advertised offering.

USAA promised me (which I have the recording to prove) an opportunity to catch up on my auto loans. I submitted ALL required paperwork and as a result but vehicles were stolen from my property. I was promised my vehicles would not be taken as long as I was being considered for a loan modification. USAA not only lied, they also are cost me tens of thousands of dollars in damages. USAA is criminal and should be stopped from taking advantage of the Veteran community.

short story - I was scammed on the site "Offer Up". I received a check & did a mobile deposit. called USAA to see if I could draw on that check & was told that I could. 5 days later the check was found to be bad & I am out over $1000. basically USAA said "too bad you should have known better". I went on USAA's advice that the check I received was good to use.

Received my new USAA Visa Debit Card today with the chip, replacing the existing MasterCard non-chip Debit Card. I am given two options to verify:
Go to a USAA website or call an 800 number. So I go to the website, enter all my authentication info, and then told I have no cards to verify. So I call the 800 number. The robot is so obtuse it takes 12 times for me to enter the last four numbers on the card to accept it. I then am transferred to a human. After nearly seven minutes, I still cannot get my card activated. I give up.
I have been with this company for 47 YEARS. USAA is now the sorriest company I deal with. I hate having to call them or go on their website.
This inability to verify a new card is typical of USAA's incompetence.

I've been a member of USAA for 15 years. They have really declined in recent years, and despite what they say, they don't believe in supporting the military and their families. They are a profit driven organization with direct links to government, taking the worst from both worlds. I was a military kid and a USAA member, and parents, be warned they will try to recruit your kids when they turn 18 -- wonderful military customer service stories and small talk, and lots of "you should joins." Their rates are average in half the states and poor the the others, their customer service quality has declined terribly in the past 5 years, and their products other than auto are sub-par. While auto claims were okay, I had a heck of a time getting them to cover a home owners claim... not the experience you want when you have that kind of a crisis. Perhaps if I would have gone in the military I would have had decent service... Avoid USAA at all costs. They are not what they advertise to be -- protect your kids from these A$$ holes and build a better life for them.

To Whom It Concerns:

My insured was in an automobile accident on June 19, 2016 with Austin Harms, who is ­insured by USAA Insurance Company. I notified USAA of the accident on June 20, 2016. On June 20, 2016, I submitted a copy of driver exchange form to USAA for my insureds claim .

On July 20, 2016, My insured received a packet from Desiree D. Jackson, a claims adjuster from USAA. Ms. Jackson offer was about 1000 less than what I feel the vehicle should be worth. Several phone calls to Ms. Jackson and several left message not one phone call has been returned by her. A phone call on July 22, 2016, A conversation with Daniel Gorelik an adjuster at USAA, USAA does have lia­bility for the accident but waiting on State Farm (where another vehicle involved) to see what other vehicle goes for on auction to offered to settle my insureds claim. Mr. Harms's policy does not have enough liabitily to pay out for both vehicles so a percentage will have to be applied to each vehicle.

I have had multiple conversations with Mr. Gorelik and left numberous voicemail messages for Desiree D Jackson, between June 20 to present of August 2, 2016. They have made no other settlement offer and refuse to give any reason for their failure to make a reasonable offer.

I believe that USAA is negotiating in bad faith. I hope that you will investigate this matter and USAA to make a good faith offer of settlement.

Enclosed are copies of all correspondence between me and USAA, plus copies of documents supporting my claim.

Yours truly,

Jennifer Schryver-Agent
Smeltzer Insurance

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My car was recently stolen (7/9/16) and unfortunately recovered 6 days later after being in several high speed chases ultimately blowing out the front tire. I contacted USAA and left several messages over the 6 day period and my only return contact with USAA was a message they left on their website...I actually begged them to call me back. When I finally got in touch with them by calling through a different department, they informed me of all the things that I had to do to get my car back - they didn't actually assist or do ANYTHING. I stupidly used one of their approved bodyshops who didn't check the engine or front end - ONLY the body components (in a car everyone knows was abused).. USAA authorized all of the work without my consent and sent the check to the auto shop. I found out via their website. I completely disagreed with their estimate (replacing only 1 tire on an AWD quattro?, ~$400 for rim repair - why not buy a new one for that price?, etc.) They also do not account for the loss in value of a stolen vehicle. This has been the most unprofessional company I have ever worked with - They used to have my respect for the past 24 years. I will be leaving them and wont look back - other companies are just as good if not better now.

I was scamed by a company representing themselves as Cash net USA. They had all my personal information due to the fact I was searching for a loan on the internet. I reported these people to USA and now my checking account has been closed by USA, and USA knows I was scamed. And you say you help the veterans and military families. Wow this has caused me undue stress, raised my blood pressure and I'm shaking because my nerves are bad