USAA
Reviews and Complaints

I went through Ch. 7 as well, although I didn't reaffirm our car loans, at the recommendation of my attorney. I am paying them monthly though. I depend on paying my bills online. You can't get full access to their site; however, you can get to a limited screen where it gives you the basic info and allows you to still pay your bills. After you sign in, you will see a window that says they are unable to complete your request and on the right-hand side, there is a button "proceed" If you click on that, it will take you to a sign-in place again, you do that and give it your 4-digit passcode, and you will see the screen with your bills and info.

It is rather strange. I was under the impression that if we had reaffirmed our loans with them, then we would have had full access once again. Of course, as I said, we didn't do that because...well, we are paying and that's is all they need from us as far as I am concerned. But since you reaffirmed, I am wondering why you don't get the full access once again.

Hope this helps.

tell the bank to go suck it they got enough money hong kong here doesnt know what shes talking about
dont let it ruin your life those collectors are trained to that dont let them scare you!

It sucks you lost your job, but that is not the banks fault, they deferred your payments they aren't legally obligated to do even that. Now deployment is different and they do a lot for the military members and they're families. When you borrow from a bank have financial obligations etc, It is your job to have in savings, enough to cover at least 3 months of financial obligations, plus all other expenses if you do not have this, you should not own car house etc. If more people were Fiscally responsible we wouldn't have the debt problem we do now. As a military member your entitled to respect not a free ride. if you want to negotiate do it while your still paying them and up to date. My husband honorably discharged from the service, because his job was overmanned and the air force at that time was claiming they were over there numbers. So he didn't want to retrain and he was promised a job in between times he was without a job for 65 days, We paid all our bills on time for the first 2 months while I spoke to USAA and other companies and explained the situation they were able to work with me because I hadn't stopped payment. See that's the key, the moment you miss a payment they no longer give a darn, but if you can show them hey look I'm set up for at least 60 days to pay you, and you begin working with them before your out of cash, it makes a world of difference. I'm tired of people thinking that banks or people you borrow money from should "understand" your dire straights. It wouldn't be so dire if you PLANNED ahead, because there is always some unforeseen circumstance. That no one planned for. So hurt your troops and there families and do them a disservice because you don't understand what being financially stable is, because you didn't plan ahead. You'd probably find honor in leading 600 men to there deaths as long as it made you look good...
Thank you for your service to our country, for my freedoms but take a page from the military and always plan ahead. The 60 day financial plan was the first thing as a "new military" family, were taught in the family classes at Macdill AFB and they have been a life saver.

I am utterly disgusted with USAA Mortgage Services. When I call for a status on my VA refinance, my processor barely can form a sentence in English and is also very rude. She will never return a call either. On 1 loan, this is my 4th processor assigned! None of them could speak very good english neither were they kind. Nothing against Mexican American people- however, in business, you need bright, articulate, knowledgeable staff that communicate kindly and effectively. I give up AND I also will be contacting Clark Howard to tell him my disgust! USAA Mortgage is based in San Antonio. I did some checking around and found that it is the policy of USAA Mortgage to hire and promote Mexican Americans over caucasian. Who gets hurt the blatent favortism like this? It is the Veteran! I am trying to warn everyone I can to stay away from them! In the name of "political correctness" they are hurting the customer and I am disgusted. Hmmm is it a coincidence that the CEO is a Mexican American as well? Joe Robles USAA Mortgage Services is Toxic and should be avoided.

Worst...mortgage lender...EVER! My wife and I have been USAA insurance customers for almost 20 years without a single complaint...their customer service has always been excellent. When we decided a couple months ago to refinance our original VA loan, we looked no further than USAA because of our many years of past experience with them. 45 days into the loan process, we only now realize how big of a mistake we made by selecting them for our mortgage business. There is a HUGE disparity in the quality of their insurance services and that of their mortgage services! The loan processor assigned to us was the most incompetent, lazy, and least knowledgeable financial services professional with whom I have ever dealt. He never answers his phone, never returns messages left in his voicemail, doesn't respond to repeated E-Mail inquiries regarding the status of our loan...and when we finally contacted a "supervisor", she was quick to promise prompt action but dragged her feet for days. Consequently, we've completely missed the closing date that was originally scheduled, and USAA is now requiring documents from us that have never before been needed when we've applied for home loans and are asking the exact same questions of us that we answered more than 30 days ago soon after we first applied to refinance. USAA mortgage services are a scam...they are not at all interested in providing loans at today's low market rates. Don't walk...RUN...away from USAA financial services.

Lisa: "it is the policy of USAA Mortgage to hire and promote Mexican Americans over Caucasian." Do you have proof of this? If not don't use it as part of your complaint, if it turns out wrong it will just make you look untrustworthy.

I am posting everywhere I can to warn people about USAA and their horrible treatment of customers (members) - USAA Mortgage is run by mexican immigrants, I am totally convinced of that! Our VA Mortgage Processor, could not communicate well at all (and I think she cursed out my husband in Spanish) therefore, I will tell everyone I know AND the VA loan center about how Veterans and their families are treated.

I applied alnong with my husband for a VA Refinance a month ago. My husband is 100% disabked as a result if service in Afghanistan- a grenade exploded under him during a "sweep". He is a grunt, an infantryman and would die for his country- and he almost did! Anyway, our VA Processor kept telling us he has to pay the 3.3% funding fee. Then, she changed her mind and said no he did not. She refused to accept any paperwork from the VA with his rating. This incompetant [censored] mexican lady put us through hell and back! It finally came to the point that our lock expired not once but twice on us. Had we gone through with the USAA refinance, we would have had another half a percent tacked on to our rate.

I am thinking that this malicious treatment has to be criminal or fraud. I find it hard to believe that a fortune 500 organization would be so "politically correct" in its hiring to reflect the large mexican american population in TX without regard to skill or merit. I understand that they have a consumer reporter on KENS 5 in SA. I have contacted him and they will be airing an expose on USAA Mortgage Services in early Feb 2011.

I want to vomit when I think of the bad people there.

I am utterly disgusted with USAA Mortgage Services. When I call for a status on my VA refinance, my processor barely can form a sentence in English and is also very rude. She will never return a call either. On 1 loan, this is my 4th processor assigned! None of them could speak very good english neither were they kind. Nothing against Mexican American people- however, in business, you need bright, articulate, knowledgeable staff that communicate kindly and effectively. I give up AND I also will be contacting Clark Howard to tell him my disgust! USAA Mortgage is based in San Antonio. I did some checking around and found that it is the policy of USAA Mortgage to hire and promote Mexican Americans over caucasian. Who gets hurt the blatent favortism like this? It is the Veteran! I am trying to warn everyone I can to stay away from them! In the name of "political correctness" they are hurting the customer and I am disgusted. Hmmm is it a coincidence that the CEO is a Mexican American as well? Joe Robles USAA Mortgage Services is Toxic and should be avoided.

I had my bank authorize my checking account to be debited each month by the Florida Electric Company. I called USAA and due to the fact I was past my 60 day was told they could not refund or help me. I have stopped the unauthorized debit and was told the customer that submitted the information had an account number that was one number off from mine. I asked the bank to call the party that has debited my account thinking he could be in the military and not in the United States.

I was told by the bank he was planning to repay my the amount. He has not and my bank has treated me like a criminal instead of a 30 year customer. I would like to know if I should pursue the Florida Electric Company since that was the company authorized to debit my account ? Do I pursue the individual ? My bank of 30 years has told me they can do nothing due to the fact the debit started over a year ago. The other bank member has since corrected the debit but has not made any attempt to pay back $2300. I was told by my bank I could not have his information which I understand yet a representative from USAA was going to give my phone number and address to this person because he asked to mail a check. I feel that is a violation of my privacy . Just wondering if there is anything I can do at this point. Thanks for any advice.

I am aware of the 60 days been told by every person I talked to at USAA. I dealt with a family emergency and unfortunately did not have time to deal with my own finances.

I would be so thankful for any advice. Michele

If you are looking for good customer service and fast claim service, do not call USAA. They never answer their phones and won’t call you back and it takes 3 days for them to answer their emails. Our truck was hit over 6 weeks ago and we still don’t have the money. They offered us $2500 dollars below blue book value and refuse to even talk to us.

They have now posted the dollar amount that they are paying us and it is $200 dollars short from the amount they said we would get. Unless you enjoy being screwed over, look for a different company.

They do not understand that I will try to help you by explaining that emails and voicemails and talking to whoever in customer service does not encourage me to remain a customer or encourage our entire family to remain as customers based on how they have handled a claim that is unresolved going on over three months now. Honestly I was told my case was reviewed but what I asked for was to be sent to manager of manager and/or appeals. That's what I have asked for in every form for 8 weeks. I have now turned to just reiterating to anyone who answers, in a nice tone, that I'm sorry they are driving me away. What really gets me is the fact that I have quotes for same or BETTER coverage and the premiums are lower. So, they will be losing 8 members by the end of this month because none of us can understand why they would handle us like this, or the amount of life uproaring that must be involved if you should ever have to file and deal with a claim. FYI - 2017 March quote for 6 mos auto insurance came up $200 more than a competitor. Same timing quote for homeowners quote $600 more for one year coverage. Deductibles lower and maximum property/liability/assistance higher with the lower competitor rates. I inquire what they can do by lowering my premium to keep me a customer and I'm told that the quotes I'm receiving from competitors are not accurate and I need to wait for the in-progress claim to clear up... and by the way they value me as a customer. If they valued me, they would clear up the claim (there is no hold up other than someone there reading the reports) and they would suggest that could lower X if I do Y, or really, anything. But today there is no price they could go down or anything they could say to have me ever use them again. Do note that I've been a customer for more than 28 years now.

I had a car loan with USAA in the amount of $31, 926.00 starting in 2017 and paid it off in May 2017 which was early and while I was deployed to Iraq last year. From May 2017 till Dec 2017 I continued to receive statements showing a $0 balance leading me to understand my loan was paid off. Begin of 2017, I then receive a new bill from USAA for $71.65! After several aggravating phone calls I was informed that this was for the interested of 1 1/2 months from the time I received my last bill and the time I paid off the total amount! USAA refused to waive the ridicules interest charges and my final conversation with the loan manager was less than cordial as he was extremely rude to me and showed no human compassion what so ever. Never again will I use USAA.

I left active duty military service in June 2017, after serving in the Army as a recon scout for four years, the last of which was spent in Iraq. I signed up for USAA online in June of 2017, and received an email confirming my membership directly thereafter. But when I called them yesterday to get pre-approval on a home loan, I was told I did not qualify for membership, and that they could not help me because I was not a soldier currently fighting on the front lines.

My husband was hit by a usaa - insured driver. The usaa driver was at fault & usaa claimed liability. They have used an improper & likely corrupt evaluation method — ccc valuescore — to determine value. Since ccc is employed to save insurance companies money, it seems obvious that guides that are impartial — like nada etc, also be consulted. We were told that consulting those guides was out of the question. After usaa has claimed liability for their driver in my husband's accident, they have refused to negotiate or provide a fair settlement to replace my husband's vehicle. We have made multiple requests to the company to provide us with adequate or fair comps in our area — to no avail. We are unable to replace my husband's car with the lowballed offer provided. By using an ethically - challenged company like ccc valuescore solely to determine fmv of our vehicle, they have let down their customers & the rest of the public who may be in accidents with their customers. It is evident that the number one drive of usaa is to save money at the expense of what is right & just. Your desired resolution: we are seeking a settlement that will allow us to replace only what was lost by their insured's poor driving. We are not seeking an upgraded automobile — we are not seeking to better ourselves after an accident — we are merely expecting to replace what was lost & make ourselves whole again. We are seeking fairness from usaa — what a novel concept

Phishing scheme

-----Original Message-----
From: USAA [mailto:noreply@support.com]
Sent: Thursday, March 18, 2017 12:19 PM
To: undisclosed-recipients:
Subject: Notification

Dear USAA user,

As part of our security measures, we regularly screen activity in the USAA system. We recently contacted you after noticing an issue on your account.

We requested information from you for the following reason:

We recently received a report of unauthorized credit card use associated with this account. As a precaution, we have limited access to your USAA account in order to protect against future unauthorized transactions.

This is a reminder to restore your account as soon as possible.

Please download the form attached to this email and open it in a web browser. Once opened, you will be provided with steps to restore your account access. We appreciate your understanding as we work to ensure account safety.

In accordance with USAA's User Agreement, your account access will remain limited until the issue has been resolved.
Unfortunately, if access to your account remains limited for an extended period of time, it may result in further limitations or eventual account closure. We encourage you to restore your USAA account as soon as possible to help avoid this. We thank you for your prompt attention to this matter. Please understand that this is a security measure intended to help protect you and your account. We apologize for any inconvenience.

Sincerely,
USAA Account Review Department

Single mom of 2 now out of money needed

I also opened up a USAA Free Checking account and am now going throught the same thing. They are refusing to refund my $500 unless I send in my ssi card, driver licencse, utility bill, marriage license & divorce decree faxed or email. The nearest USAA center is over 600 miles away. They are telling me the only way the will even close the account unless they have the requested documents. I am at a lost.

They are a horrendous bank. They used to be good until they implemented all this "Pending" charges crap. Now, you look at your account, and it never went negative, but you get NSF fees. There are systems make it impossible to accurately track your spending and I'm taking my services to do a different bank and will recommend everyone I know to stear clear of these shady bankers.

I called their customer service to discuss the issue and they won't even say anything. I ask them questions and they respond with "Do you have any other questions or concerns for me?"

They are ###.

It's funny. I 200% disagree, I've had USAA for over 20 years, and so has my parents, NEVER a problem. I had my first accident, and rear-ended someone who hit someone else a few months ago. They took care of everything and paid the claim(s), nor did they raise my rates and renewed my policy that same month.

If the driver hit you, and they cannot contact that person, or thier insurance company they wont pay the bill. and neither would ANY insurance company. You need to ask yourself if you would pay a bill without any proof...?

You never mentioned if you had full coverage, if you do this would not happen and would pay the bill, if you have liability only that means USAA will only pay for things that are your fault.. Many years ago someone hit me, and left the scene, USAA paid my entire claim no questions asked. So sounds like something is missing from your store, if you dont have the right coverage no company will pay the claim. It's your policy you should understand it.

I want to end this comment by saying I dont work for USAA, or in the insurance business, but it makes me very angry when people dont understand something them blame everyone else for that problem.

Wow, and I thought I was the only one.
I figured my representative at USAA was simply incompetent.
Going through almost the same exact thing, had 2 spine surgeries tons of tests (pre and post-op) and now in therapy.
USAA has refunded a few hundred dollars and my out of pocket expenses are about $18, 000... I have been using my health insurance (not USAA) and simply submit for reimbursement of my copays, etc. *Note: yeah $18, 000 in co-pays, USAA is getting a sweet deal but refuse to pay b/c "they don't have enough info."
It's been over a year and USAA has done everything they can to keep from helping me with my expenses (which would be huge if I didn't use my health insurance).
USAA claims they have been requesting info from providers and yes they have sent forms to providers but don't follow up.
Additionally, they have falsified documents (i.e. info requests for therapy didn't go out for a few months then when I complained they sent 4 requests (#1-3 & Final) within 2 days. The kicker here is they changed the dates on the paperwork/requests: the proof all 4 documents were post marked on 2 days, as stated they all arrived in a 2 day span and the kicker: the "request date" on Info REquest #3 is before the "request date" for Info Request #1.
The worst part is not only did they commit fraud by falsifying the dates on the requests to make it seem like they were trying (ie make it seem like they had actually been requesting data in order to make a decision on reimbursement) to get the info they used the US Postal System to aid in this ruse, that's mail fraud. The best part: I go to therapy 3* a week and speak to the billing department at every visit. I used to give them a hard time thinking they we at fault... It should be noted that they billing department of my therapist is hyper vigilant and reliable, they are also the ones who caught he previously described fraud. The good news is they have the manipulated info requests in my file and yes, they saved the postmarked envelops.
OK, this is the kicker: USAA told me that their "Dr. reviewed my file and is saying that my therapy as "it's not medically necessary due to their file review. The problem here is that "they haven't been reimbursing me for anything b/c they need more info from the providers." That's what I call refusing to provide the benefits I have paid for. Additionally, my Neurosurgeon is one of the top Dr's at Johns' Hopkins and is nearly impossible to get appointments him, he simply cherry picks from patients all over the world... he's that good and I got lucky (I had a friend of a friend [the Johns Hopkins Neuroscience & Psychiatry department get him to take my case]).

After 2 spine surgeries that fixed some issues I am/was still in a great deal of pain (radiates through neck and upper back as well as rib cage) my Neurosurgeon had me get a discogram which showed that a 3rd surgery was not the best path, at least for now. I was referred to another Top Dr at Johns Hopkins (arguably the best hospital in the world) because of a myfacial and nerve issue (his areas of expertise)... this Dr referred me to a therapy/pain specialist that specialize in Dry Needling (excruciating painful and an hour from where I live, talk about a miserable situation... I also have a job). But it's helping... and I hope to be done with that by summer (finger's crossed). Again, USAA doesn't have the info necessary to pay me for the $18, 000 in related costs under PIP (not to mention the pain, suffering, stress, inconvenience...) but they have enough info to essentially say "your top surgeons at Hopkins don't know their stuff and the therapy is a waste of time and money.

OK, here's the real kicker: the person who ran a stop sign, entering an intersection that was a 2 way stop (I was on the main road with no stop sign...) told the police (it's in the reports) as well as the insurance company that she "didn't see the stop sign because she was talking on the phone, " yep she broke 2 laws (talking on non-hands free device while driving and blowing a stop sign..." The kicker I mentioned: we both have USAA insurance... There's not a person on earth that can convince me that they aren't playing games with my personal coverage (my policy paying for my medical expenses...) so later on the settlement (with USAA under the other person's policy) will not be as large.

I trusted USAA (they have 99% of my investment $, all my policies...), maybe we both have the same adjuster and that's the problem... but I doubt it.

I also have a ton of lost wages (disability after spinal surgery)...

Feel as if I am rambling... watching game and FSU is getting destroyed... One more note on the lack of support I have gotten from USAA: my adjuster rarely calls me back and when I speak to her manager I get assured that "your rep is doing all she can to help." That might be true if it's her helping USAA to blow me off and set the stage for a minimal settlement later. I am exhausted from this and will be calling a lawyer (I want the benefits/coverage I pay for and also not get raped by them later on. Guess this is the great service a Disabled Veteran should expect from USAA. Pathetic.

It should be noted that the only bills they have paid are for: 1. CT, MRI... after my second spinal surgery to figure out why I still had massive pain in my neck, upper back, rib cage/multifidae... (my therapist is a Dr and really knows her stuff, that firm is also linked to Hopkins...) & the pain specialist who referred my to this therapy/therapist and I follow-up with every 2-3 mos, The best part here is they paid for the CTs scans, MRI... directly to the provider so they are well aware of the fact that I have the top Dr's in the world working with me and they also agree that the car accident was the cause of the spine surgeries, current treatments as well as the pain, inconvenience...

I am sure that we are not the only people they have done this to and the mail fraud thing (which the Dr/therapist and I can prove without a doubt)... I used to love USAA but this situation is ridiculous.

Anyone know a good lawyer in MD that specializes in this type of Law?
I will be going to court, this will not be settled and I definitely intend to address the mail fraud in that forum as well... If anyone has had a similar situation respond to this as I think a class action lawsuit is in order. I can't imagine that I am the only member they are doing this to. I imagine there are other disabled veterans that they are doing this to and it sickens me that those men and women may not be able to understand the situation to the degree that I do (I'm not an insurance expert but am learning the ins/outs)... it makes me sick.

Again, there's a chance that we both had miserable support at the adjuster level, but from the research so far it seems that USAA tries to make paying $ to providers or reimbursing out of pocket medical related costs due to an accident nearly impossible. Guess that's why our premiums are low. But, from my perspective why pay any $ for a deductible if when you get in an accident and are hurt, incompassitated and receive no support/benefits... I feel so "valued.." Yes, sarcasm.

Finally, if anyone else has had issues with USAA doing all they can to not support you, provide reimbursements after an accident please respond to this string with your contact info. Again, you are not alone & I would love to hear your story and policy team up with you in a lawsuit (again, mail-fraud was used and is simply one manifestation of their making this process unbearable...). Guess all that matters is the profits.

-A

my car was parked and it was hit by a USAA insured and we are being tried like this mess was our fault.. their insured hit our car and ran if it was not for the witness we would be out of luck.

I was told suddenly today that my banking checking and savings are in credit only mode . Now it almost time to get paid VA disability and cisr said they wont give me a check for up to 30 days. I wont be able to pay my rent or my of my bills. I have been on the phone all day I want to know why they suddenly do not want to service me for any type of banking. Is there any way I can get my VA money sent to a different bank instead of USAA direct deposit? I called the VA they told me on the 17th of the month it was set up to go to USAA, and now if USAA does not fix it this problem I have to find a way to get my direct deposit into a new checking and savings account credit union asap. This is horse poop any help please help me out

Very rude and unprofessional adjuster (Elizabeth Shawana) just keeps referring to office policies instead of helping the customers with their issues.

Another person I talked to yesterday was very helpful (Candice) and was very understanding to put a request for an SUV as rental but the other adjuster (Elizabeth) kept talking about her policies.

I have long been a fan of USAA, so I was incredibly disappointed with the nightmare I've been experiencing with their mortgages. Like many others here, I refinanced with USAA and found them to be completely incompetent. They have filed inaccurate documents, "misplaced" escrow funds, and failed to accurately figure monthly payments. Yes, they even cancelled my appointmet for signing my closing documents TWICE (due to calculation errors on their part), causing me to miss work and another important appointment.
The customer service, normally so great, is abyssmal. They seem to have a warehouse of contractors who come and go, and show little if any interest in calculating accurate figures or providing information. I ended up working with 5-6 people because no one could seem to figure out how to complete the closing papers.
In addition, they force you to open an escrow account with them and then increase your monthly escrow payments every year. They also claim to provide services to help you coordinate with your lender if there are any problems (of which there will be many). This results calling 3 or more phone numbers trying to track down the person who can help you with your specific problem.
Avoid USAA mortgage services at all costs! Their insurance is great, but their mortgage department gets an F-.

I am utterly disgusted with USAA Mortgage Services. When I call for a status on my VA refinance, my processor barely can form a sentence in English and is also very rude. She will never return a call either. On 1 loan, this is my 4th processor assigned! None of them could speak very good english neither were they kind. Nothing against Mexican American people- however, in business, you need bright, articulate, knowledgeable staff that communicate kindly and effectively. I give up AND I also will be contacting Clark Howard to tell him my disgust! USAA Mortgage is based in San Antonio. I did some checking around and found that it is the policy of USAA Mortgage to hire and promote Mexican Americans over caucasian. Who gets hurt the blatent favortism like this? It is the Veteran! I am trying to warn everyone I can to stay away from them! In the name of "political correctness" they are hurting the customer and I am disgusted. Hmmm is it a coincidence that the CEO is a Mexican American as well? Joe Robles USAA Mortgage Services is Toxic and should be avoided.

USAA Federal Savings Bank
4 star rating
79 reviews Rating Details

Category: San Antonio, United States Financial Services Banks & Credit Unions Banks & Credit Unions
10750 Mcdermott Fwy
San Antonio, TX 78201
[protected]
www.usaa.com
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* USAA Federal Savings Bank
Review from Jim C.
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Jim C.

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5 star rating
12/31/2010

The 1-star reviews about USAA's mortgage service are puzzling, and I'm guessing they're from people who don't clearly read the obvious fees (which are refunded upon funding). My process couldn't have been easier.

I had them process a pre-approval first. They faxed it to my realtor. When it expired (6 months later), since finding a home in California was so difficult, they simply generated another one. When I finally found a home, my realtor faxed them the contract. The very next morning, USAA called for the formal application process over the phone. I was given the option to lock immediately or float. Was also given a closing date one week after what the contract stated.

A few days later, I received the packet to sign and return. There were no errors on any of the documents. After this process, I'm guessing I was contacted about 5 times either by phone or email (my realtor did most of communicating). Most of this was to let me know where the loan was at--in process, sent to closing, funded. I was warned not to do anything to screw up my credit in the meantime (no large purchases, no other applications for credit).

The notary who came to my office was stunned at how simple the documentation was. The signing and stamping took about 15 minutes (I had been warned this would take 2 hours).

Had to push slightly to get the closing date a week early. Luckily, my realtor handled all of this communication. The closing didn't quite happen, but USAA did end up funding 5 days before they guaranteed they would. It was 2 days after the contract date, but the sellers were OK with that.

My backup mortgage choice (Bank of America) couldn't come close to beating the interest rate without paying for major points.

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* USAA Federal Savings Bank
Review from erin o.
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erin o.

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Redmond, WA

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1 star rating
12/2/2010

I wish I had read these reviews before I started the mortgage process with USAA! I have all my banking and insurance through USAA and have never had a problem, but their Mortgage Services Dept. is a different story. James Stocker, our loan office, was terrible. His response to my every question was "just sign the papers and send them back, then we'll get everything straightened out". Um, no! I want it all straight BEFORE I sign anything!

My husband and I called several times asking to speak to a manager and didn't get anywhere. On my first call, Norma, the receptionist, told me she wouldn't connect me to anyone regarding the loan because my husband and I have different last names. WTF ?! Seriously? Needless to say, we've switched to a different mortgage company.

I've been given to understand that USAA is contracting their mortgage services out to a company in Arizona. If anyone at USAA headquarters reads this- you might want to get mortgages under control. You just lost a $1, 500, 000 deal.

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* USAA Federal Savings Bank
Review from Dennis P.
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Dennis P.

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Lakewood, CA

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4 star rating
11/18/2010

I currently bank with a great local credit union based here in Southern California, catering primarily to the educational community. I have read many online reviews of USAA Federal Savings Bank, most of them positive. When I learned that they now accept non-military people to sign up for their banking services, I decided to give them a try.

Prior to signing up for a checking account with USAA, membership with the umbrella organization needs to be established first. Once that process is complete, then you're permitted to sign up online for a checking and/or savings account.

What's so great about the USAA free checking account is that it is truly a FREE account, as in NO charges for features that many other financial institutions charge for. Among them are free checks for life (the basic ones), you can earn interest if your balance is above $1, 000, they reimburse other banks' ATM fees at the end of the month and you get prepaid, self-addressed envelopes to mail deposits. You also get rebates at the end of the statement period for using your debit card as a credit card where you have to sign the receipt, but not when you use your PIN number.

USAA FSB is considered to be an online bank as they have very few physical locations (so far, 3 in Texas, 1 in Colorado, 1 in Maryland and 1 near San Diego, CA). Being that I'm non-military, I'm not entitled to using all the other features of this particular checking account, such as the Deposit@Home and Deposit@Mobile, where you can scan checks using the proper application on the USAA website or app for the mobile phone. The checks are then deposited into the account from there as opposed to having to mail them, as I would have to.

For this reason, anyone planning to use USAA as a primary bank account should also have an account with a local brick-and-mortar bank or credit union where you can deposit cash, and from there make an online transfer of funds to USAA.

I've only had to deal with USAA's customer service reps over the phone one time, when I received the debit card and I needed to activate it. I dealt with a very pleasant man (didn't get his name) who asked me a few questions and then was able to get my card activated. Many others have also sung the praises of USAA's customer service.

For now, I still haven't decided whether I'll use my USAA account for my primary banking. I have used it here and there just to test it out and so far, so good.

If you are/ were in the military, definitely look into opening bank accounts with USAA. It might also be worthwhile to look into their insurance products, which I understand are competitive. Semper Fi!

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* USAA Federal Savings Bank
Review from William C.
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William C.

Seaford, DE

1 star rating
Update - 2/22/2011

After sending an e-mail demanding that they tell me something, anything about my status, I received a call from a 'supervisor' who barely spoke English. I sent an e-mail to mother USAA with the same request, got a note back that they would respond within 72 'business' hours. That's NINE work days. I thought it was a typo. It wasn't. So, then I got nasty. Got a note that my concerns were being elevated to a member of USAA's management team and that I would receive a courtesy call as soon as possible. That was 5 days ago. BTW, my credit check had expired so they had to run a new one. I'm unsure, but I think that harms my credit score.

We have been attempting to refinance our home for nearly FOUR months. We have been told at least eight times that our loan was ALMOST complete. Their appraisal of our home is laughably low (or at least it would be if it weren't costing us extra money...). We have sent back every requested document (and there have been many...) in under 24 hours. All of our high regard for USAA, built up over 25 years+ of membership, has been destroyed. If you're considering them for a mortgage refinance, run away. Run far away.

You people do understand that you owe them money, and signed a contract, agreeing to their terms?

I would ask how understanding you would be if your employer was in financial hardship, and asked if you would continue working for them, without getting paid regularly.

USAA markets military members and their families advertising they are committed to serving our military and veterans. I’ve been a USAA member for about 5 years and haven’t had any complaints until just recent. During a PCS move my wife became very ill and was unable to work for 7 months, which placed us in a financial hardship. I contacted USAA explained my situation and requested their assistance to temporarily lower my payments. My other creditors were more than supportive; one of them even suspended payments for me for one year. USAA would not agree to lower my payment, but only provided an excuse that they could not because they are under federal regulations.
I provided USAA with my cell phone and work number to call me and asked that they do not call my home, since my wife is very ill. I did fall behind on a few payments and USAA steadily called my home never once calling my other numbers provided. I have now transferred my accounts elsewhere, but I am so disappointed with the lack of respect and integrity this company has provided us. For those of you who have had no issues and are happy with the services render that is great and I wish you the best. I just wanted to provide my experience and our needs in a time of troubles to show USAA was not committed to helping us; they were only interested in collecting debt.

I was underemployed and behind on my credit card payments. These calls started and I actually decided to let my phone service lapse, because the only people that were calling my phone were the USAA collectors. I ended up picking up a paygo phone, because I couldn't even have a conversation on my old number without a collector calling in.

I don't miss a payment for 10 years, but get behind, even with communication and explination, and they start blowing up my phone. Like calling me 20 times a day will help me make more money to pay you. You almost cost me my job with your incessant ringing... Wouldn't that have been irony, your calling for money causes me to lose my ability to earn money to pay you...

I would love to see some class-action on USAA for their credit-hounding practices.

You are absolutely correct. We've been dealing with them for a couple of years now since things got tight. I just hang up on them over and over again. I called to demand that they stop calling and communicate by mail only. Most companies will honor that, but not USAA. I have several accounts with them and only one is behind. Either they think their customers have money and won't pay, or are too stupid to pay their bills. When they've been told why we're late, that holds them off for maybe 3 days and then they call back again. I would love to just dump my phone altogether. They are totally pathetic. Good luck if you fall behind. USAA is great when all is well, but totally unacceptable when things get rough.

Totally! They are hounding me right now while I am temporarily disabled do to high risk pregnancy. I am bedridden basically only allowed trips to the doctor and bathroom until I deliver. I lost my job because of my condition and still they call.

They told also told me they'd keep calling until I paid. How cruel is that? They call early in the morning waking me from less than 3 hours of sleep to tell me..."We want to help you pay us"...

They are stressing me and my unborn child as well. I just want to pull my hair out. I feel so helpless right now. But you just wait till I get on my feet again. They need to be held accountable for their callous in difference to people and their very real world circumstances.

I am utterly disgusted with USAA Mortgage Services. When I call for a status on my VA refinance, my processor barely can form a sentence in English and is also very rude. She will never return a call either. On 1 loan, this is my 4th processor assigned! None of them could speak very good english neither were they kind. Nothing against Mexican American people- however, in business, you need bright, articulate, knowledgeable staff that communicate kindly and effectively. I give up AND I also will be contacting Clark Howard to tell him my disgust! USAA Mortgage is based in San Antonio. I did some checking around and found that it is the policy of USAA Mortgage to hire and promote Mexican Americans over caucasian. Who gets hurt the blatent favortism like this? It is the Veteran! I am trying to warn everyone I can to stay away from them! In the name of "political correctness" they are hurting the customer and I am disgusted. Hmmm is it a coincidence that the CEO is a Mexican American as well? Joe Robles USAA Mortgage Services is Toxic and should be avoided.

Brian, as a Public Insurance Adjuster, we often deal with situations like this. The key is effective communication, and sometimes its difficult to make that happen. I will be happy to answer your questions as a licensed New Mexico Independent Adjuster. call me [protected] or go to my website: www.AdjusterNM.com

I am also disgusted with USAA. I purchased health supplemental insurance with them and just 3 months after it started, they raised their premium rates. So, I contacted their Customer Service to get a lower rate, and signed up for the lower rate. They told me the only difference between the higher and lower premium rate was I would have to pay a co-pay each time I saw a doctor and each time I went to emergency room. They did not explain that I would have to meet a high deductible before they would pay the bill. They are not a reputible company anymore!

I am utterly disgusted with USAA Mortgage Services. When I call for a status on my VA refinance, my processor barely can form a sentence in English and is also very rude. She will never return a call either. On 1 loan, this is my 4th processor assigned! None of them could speak very good english neither were they kind. Nothing against Mexican American people- however, in business, you need bright, articulate, knowledgeable staff that communicate kindly and effectively. I give up AND I also will be contacting Clark Howard to tell him my disgust! USAA Mortgage is based in San Antonio. I did some checking around and found that it is the policy of USAA Mortgage to hire and promote Mexican Americans over caucasian. Who gets hurt the blatent favortism like this? It is the Veteran! I am trying to warn everyone I can to stay away from them! In the name of "political correctness" they are hurting the customer and I am disgusted. Hmmm is it a coincidence that the CEO is a Mexican American as well? Joe Robles USAA Mortgage Services is Toxic and should be avoided.