SAN ANTONIO, TEXAS -- "USAA no longer deserves to represent themselves as a company for Veterans" is a statement I read on here, and I couldn't agree more. USAA Auto and Banking have gotten so big and so automated, that the "personal touch" they so often tout is just a front for a fully-automated system that none of their employees understand, let alone can work with or around. There are no longer "any humans" that can or are allowed to intervene, and they tout "guidelines" as their reasons, yet cannot say why one guideline is in effect one week, and completely different the next.
For example, I use the deposit mobile to enter my checks every week. I am a contractor, so direct deposit is not an option from my company. For the past 4 years, I have been depositing roughly the same amount every week without issue. Twice this year I am given a notification that not all of my funds will be immediately available. Call USAA to find out why, and all you get is a run-around about guidelines and "the system".
However no one can actually give you an actual reason, and there is NO ONE in banking that has the authority to find out why, give a description of what the system found, and what's worse; no way to actually file a complaint that the findings were incorrect! This happened twice to me this year, and no one seems to know why! Average daily balance has been higher than ever before, and why now all of a sudden? No one has an answer! I came to USAA as I am a proud veteran of the US Armed Forces and still serve in a minor capacity still today.
Please understand that this company is NOT a company of Veterans for Veterans. It is just another fly-by-night company that targets veterans because there is a lot of us, and no one else is targeting veterans. I have had better banking experiences with a pre-paid card. As you look at the auto department complaints on here, I have had much, much better experience, and quite honestly rates - with other companies in the past. So why stay? I PROBABLY WON'T! Biggest joke of a company targeting veterans. How shameless!
Let me set up the history. I'd been a USAA credit card customer since early 2011. I never missed a payment. I was late a couple of times but ALWAYS caught up within a few days of due date. 2017 was a horrible year. I had two surgeries that kept me out of work (separate occasions, separate convalescence). I was late a few times but ALWAYS caught up.
Then, my mom had a stroke and died a month later. In that case, I fell behind twice in two months due to the ensuing chaos/grieving. It was a disruptive time not an inability or unwillingness to pay. USAA closed my account and refused to re-open it. I even offered to pay triple the past due amount (just to have an emergency funds available for unexpected events). Since I'm self-employed, there are numerous things that can interrupt my business.
USAA couldn't have cared less. I acknowledged I owed and swore I would repay (including late fees that if anyone with a finance background knows is a ridiculous ROI). USAA's response was basically "you were late on a couple of payments (literally 2 payments), screw you, you're history with us, your word, and your service".
Then, I also read (on this site and many others) the countless problems with insurance coverage. I had been thinking about changing coverage. Now? FORGET IT! One anecdote, ignore, two = ignore, hundreds = "you've been warned". USAA has successfully branded themselves as a veteran customer service organization. THEY AREN'T!!! Consider yourself warned. If you do business with USAA and are disappointed, I know I at least did my part and won't have any sympathy for you.
SAN ANTONIO, TEXAS -- USAA no longer deserves to represent themselves as a company for Veterans. Just read their reviews. I've been a member for 28 years and am now pulling out everything but life insurance. God I hope I don't die. Had an auto accident in December 2016. As of April 2017 we have yet to receive reimbursement. Communication is poor. They have played games throughout the whole process and have now agreed in words only to pay a very small portion of the money needed to repair the car.
Got hit by a huge city bus and they can't understand the damage and say they see rust on a well-kept Florida car that is rust-free. They insult your intelligence and stick together internally no matter how high you go. They say the police report only notes damage in rear quarter. Sad to see a former pillar becoming dust. Will be sending a letter to Florida Insurance Commissioner and Senator.
PENSACOLA, FLORIDA -- I was hit while stopped at red light. The other driver was ticketed and was deemed 100% at fault. I was wearing my seat belt. I received serious injuries to back including a displaced disc and a bulging disc due to accident. After a year and a half of chiropractic care and injections in my spine to relieve pain as well as taking pain meds, I was advised by my attorney that it was time to start the process of suing for my injuries. I decided not to opt for surgery as an orthopedic surgeon friend of mine told me that surgery could leave me in worst shape than I was currently in.
I was sending all bills related to my accident to my attorney since the accident. During the first sit down with my attorney he asked me if I had checked my credit any time recently. I told him no. He said I would be greatly disappointed. Florida is a no fault state and USAA was responsible for paying the first 20,000 thousand dollars of expenses in a car accident independent of who was at fault. He said he forwarded all bill he received including the ones I gave to him, and USAA had not paid the first dollars worth. He said my credit was shot big time. I told him that had to be impossible.
He then with a tone of anger that USAA was notorious for not paying. He then directed me to two stacks on a desk behind the desk he was sitting in. One stack was about 6 inches high and another over two feet high. All were cases where he had to sue insurance companies for not paying the immediate costs as required by the state of Florida under no fault insurance. He said the 2 foot plus stack was USAA insured clients and the 6 inch stack was all the other insurance companies combined. I could not believe it. He said he would send USAA notice that he was going to sue them for said costs.
Shortly after him doing so he called me and said I had an appointment to be examined by a doctor as I was being questioned as to the validity of my injuries. My attorney had collected reports from all doctors concerned and I was surprised that this was even an issue. I thought it was expected as the other insurance company was trying to deny any responsibility for my claims.
I showed up at the given time and place and was seen by a chiropractic doctor instead of an MD. He saw me for a total of fifteen minutes, examined me and told me he was finished. Some two weeks later my attorney handed me a detailed description of numerous test that had not been performed over a two hour period that stated I was in perfect health and they were denying any claims I was making and they would not pay a dime. I was in total shock.
And then I was even further in disbelief when was told that it was not the other insurance company that ordered this test, my own insurance company, USAA, that did so. They were trying to get out of paying the initial PIP payments required by the State of Florida even though they would be reimbursed by the guilty party's insurance company when the matter was finally solved.
My attorney said USAA was absolutely the worst insurance company he ever had to deal with. Shortly thereafter the other insurance company settled the claim for the price asked by my attorney, with no trouble whatsoever. USAA destroyed my credit for years to come, & tried to pay nothing even though they would be reimbursed for every single dollar paid. Needless to say I switched to the other insurance company. USAA is TERRIBLE.
SAN ANTONIO, TEXAS -- I've been a USAA member since 1986. Unfortunately, they are not the company they once were. I've recently had the following problems:
My wife was rear ended and my truck, heavily damaged. So we filed a claim with our insurance, USAA, even though we are not at fault. USAA said, "Don't worry we will handle your claim and get the money back from the fault carrier. USAA totaled my vehicle and said the rental will stop in 7 days. In that 7 days, we received 2 low ball offers to settle, 3 sets of incorrect paperwork and no money. They did manage to mail a check to my lien holder for the payoff, 3 days after the rental stopped. and there is now agreement on the value of the truck 23 day after our loss.
Then I was told by USAA the only way they will give me a fair settlement for my loss, is I have to pay out of pocket to have an appraisal done. If the appraisal is more than their offer, then I have to pay for an umpire to mediate the difference. Unbelievable. STAY AWAY FROM USAA.
Been a customer since 1982 never had a returned payment. I went to pay off a credit cards and my payment was returned because they claim the account number loaded to my profile was incorrect, although I never had an issue before. I called them and had the representative make the supposed correction and paid the bill. They charged me a return payment fee which they would not credit. Keep in mind I never had a returned payment and I've been with them since 1982.
They transferred me to a "Senior Claims Resolution" Rep who said there was nothing I could do. I said "Aren't you suppose the military?" and she said it had nothing to do with the military. Explain to join USAA you have to serve in the military or have a family member that served in the military which she conceded was correct and said there was nothing she could do and she HUNG up on me. Well they don't care about loyalty, been a member since 1982. I'm cancelling my credit cards and moving my insurance to another company.
CONNCE, TENNESSEE -- These people are incompetent to say the least and that's a compliment! They could foul up a one car funeral. DON'T TOUCH THEM WITH A TEN FOOT POLE!!! I have had auto insurance with brokers, direct with insurance companies and USAA. Believe me, USAA does not warrant consideration as a reliable provider based on my experience, and I have had a lot in my 83 years.
They have fouled up a simple claim for a totaled vehicle and cost me thousands of dollars by not honoring their own contract, and refuse to allow anyone but a dimwitted underling to talk to me. They are a completely arrogant group that will make up stories, misrepresent facts or whatever it takes to cover their mistakes no matter how factually evidence is presented to them.
That applies to the CEO to whom I have corresponded but seems to be hiding under his desk. He is an obvious fraud and certainly does not resemble the type of leader Harry Truman was when he said, "The buck stops here." He takes the cowards way out and passes the "buck" to the dimwitted underling. LET THE BUYER BEWARE!!! SHOP ELSEWHERE FOR YOUR INSURANCE.
TEXAS -- We opened a credit card with USAA and then shortly thereafter, opened a car loan. We have had the car loan for roughly 11 months when we noticed that the principal payments were not being deleted from the principal balance correctly. After 5 long and exhausting calls with the car loan department, its managers and the executive department, they were willing to reverse most of the payments that went to interest incorrectly.
The remaining amount was $96 out of $900 of remaining interest that USAA stated could not be reversed due to being older than a few months and that it was my fault for not watching the account to make sure that the payments went to principal correctly. For not baby sitting USAA accounting department my punishment is that I have to let them keep the $96 in interest and that I have to double check their accounting on a monthly basis.
To add to my distrust with USAA, within the first 9 months of having the credit card, we had to replace this card 3 separate times due to fraud from the bad guys somehow obtaining our account information. I have never had a card that was compromised to this extent, this many times. Fraud has only happened to me once in the past from a credit card. To USAA's credit, this new card has not been hit since I complained about their security. I will replace the car note and also remove the credit card from USAA with a more reputable company who actually cares for their customers.
LOUISVILLE, KENTUCKY -- My car was involved in a flood. USAA sent a tow truck, picked up my car, took it to an "inspection station". A week later, an adjuster called me and told me my car was a total loss. They offered me pennies on the dollar of what it would cost to replace my car. They tried to make me believe I had no options other than to accept their offer. After considering this I attempted to call the adjuster at her extension of **, she never returned my call and would not communicate with me.
Finally, I called and kept dialing 0 until a live adjuster came on the line. I told her that I wanted to withdraw my claim and I wanted my property back. I made it clear that I did not want their money, just my car. The adjuster assured me she would close my claim and my car would be returned. Here it is a week later, no communication and no car. So here I go again, calling the automated number and continually dialing 0, trying to get a live person to speak to and I know in my heart it will be the same song and dance routine.
Would I recommend this company to anyone? NO!!! Unfortunately, I have my home, 2 cars, and a motorcycle insured with them, however that is all about to change as I am in the process of insurance shopping. If you are looking for insurance of any kind, DON'T BUY FROM USAA. They are difficult to work with and uncooperative.