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Worst...Mortgage Lender...EVER!!!
Posted by Johnb6597 on 10/04/2010
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.

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USAA & GEICO tip of the hat
Posted by on 05/13/2006
I just saved 35% on my auto insurance by switching from Geico to USAA. Geico and I had a ten year relationship. I sent them checks and they sent me insurance verification cards and that was the extent of our relationship. There was modest premium increases along the way but that much sums up our relationship.

I have my home owners insurance with USAA and no problems. I had a fire five years ago and they provided excellent claim service, actually couldn’t be happier. I’m not sure why it never dawned on me to get a USAA quote for auto insurance but I’m usually a status quo sort, if it’s not broke don’t fix it.

I received the USAA quote and bought the policy totally online at the USAA website. The online experience was simple, logical and straightforward and took about fifteen minutes. I accepted the quote and funded the policy and within 12 hours all policy documents were available online as a PDF download.

I called Geico to cancel my policy. The representative was polite, helpful and courteous. He did his best to match the USAA quote but was unable and concluded the exchange with, “The door’s not closed and if it doesn’t work out with USAA we would love to have your business again”. Classy – “We can still be friends”

Overall this entire experience earns an ‘A+’ for both Geico and USAA.
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Posted by Anonymous on 2006-05-13:
Stew your grammar and sentence formation is atrocious. I suggest you look into a remedial English composition course at a local community college.
Posted by Anonymous on 2006-05-13:
Get over yourself Stew. Didn’t our founding fathers fight to free us from the tyranny of the English yet you expect me to be shackled by their rigid tongue. Wasn’t it Patrick Henry who said “The great object is that every man be armed” and he wasn’t talking about a dictionary my friend. In the words of the great urban philosopher Snoop Doggy Dogg – “Fo shizzle, I-ka-zizzle”. That’s all I have to say.
Posted by Anonymous on 2006-05-13:
I agree, the actuarial rate basis for Oklahoma is less then many of the more populated states but that wouldn’t explain the price difference between USAA and Geico. I guess I missed your point.
Posted by DebtorBasher on 2006-05-13:
It's ok Stew...I'm here now, you don't have to talk to yourself anymore...LOL
Posted by glc on 2006-05-14:
Hats off to GEICO. What a stand-up company. I believe that USAA is for military personnel and their families only.
Posted by tawanda on 2006-05-14:
Geico started out serving military personnel and dependents exclusively, too, but in the name of greed they fixed something that wasn't broken and their service and responsiveness just haven't been the same...
Posted by LookOutKid on 2006-06-17:
Good Post. I had a very similar experience. Geico treated me pretty well, so I would agree with giving them a positive review. But when I learned I qualified for USAA I grabbed it and haven't looked back. I take advantage of whatever financial/insurance services they provide that I might need and give them 4 stars in every category. My vote is if you qualify for USAA, definitely look into it. It has saved me money and, often as importantly, headaches.
Posted by doubleDdale on 2006-10-23:
I had my car stolen in L.A. in 2003. It was a bad experience to say the least since it was the first car I had stolen from me. USAA was my insurance provider at the time and still is, and they gave me very good treatment. I recieved my check for the car in a timely manner with minimal hassle. I highly reccomend USAA for any insurance or financial services.
Posted by JohnGawlt on 2007-07-12:
USAA has treated me very well indeed. Even to the point of getting rebates for years that they "made" money. Cannot beat them with a stick.
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USAA Mortgage cheat and charge hidden fees to soldiers trusting them
Posted by Jguilmore on 03/03/2010
SAN ANTONIO, TEXAS -- I applied for a VA home loan from USAA thinking that they are friendly to soldiers, but find out the hard way that they are so horrible that I closed all my accounts with them and got me a new account with a local friendlier bank.

they offered me an initial interest rate of 4.875 and while the rate is going down to 4.75, they called me and claimed that the interest rate went up to 5.2% and in order for me to keep this rate I will have to pay them $780 for discount points??????? discount??? the current rate is currently cheaper than what they originally quoted me and they are trying to scam $780 of hidden fees. also they try to process the loan as slow as they can so that the contract and the lock in of the interest rate expire, then they charge you fees to extend the lock, or they raise the interest rate on you.

also when you refuse their extremely expensive home insurance, and you shop for a cheaper and better insurance, they try to force you to buy insurance from them.

what happened to me was: I shopped around for home insurance and found a much better deal than what they offered me and it cost about the third of what they quoted me. I sent them the information to sign me up and finish the loan processing, but they waited until the day before the contract expire and then they called me and asked me to purchase insurance from them, they said we are still waiting for you to get home insurance, I replyed by saying: I sent you guys the home insurance info a long time ago, what happened to that. they first said we didn't get your message, and then they said oh yeah we did get your message but the ins company didn't answer their phone (bla bla bla).
I took the matter in my own hands, called the insurance company and had them call USAA and fax the insurance binder to the the same day.
the ins company told me that USAA is used to that kind of behavior.

another scam, is at closing, they don't give you the documents a day prior to you signing, following the regulations, they keep changing the closing documents until the last minutes, and add all kinds of unnecessary fees and charges, and they make sure that they absorb all your deposit money and eanest money. basically at closing you will end up paying and not getting anything back as they promise you at the beginning: you will get your money back at closing don't worry about a thing, and guess what? you end up paying.

Lastly, don't fall for thei Movers Advantage program, all it is, they have real estate agents working for them, they pay them commission, and in return the real estate agent will be working for them and not for you. they will add all kinds of fees to your closing cost to pay that agent their commission.

they claim to give you cash back if you use the Movers Advantage program but in fact they will charge you double or more at closing.

beware, besafe, bank with a Bank who Respect Us and What we do for our country, and not with a scammer bank.

if you need more details and advice on buying a home using a VA loan I will be happy to answer your questions and advise you, so you won't go through what I went through jguilmore at yahoo dot com.\

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Posted by Anonymous on 2010-03-03:
Sounds likes all other mortgage companies. By saying "friendly to soldiers" did you mean to imply that fees should be waived for military personnel?
Posted by Aaron on 2013-11-10:
I am currently a new member to usaa and I'm already being scammed for my money. Usaa has this habit of telling you everything looks good, your payments are up to date then all of a sudden, three days later you get a mail stating that you need to pay your ins at the end of the month before your ins gets canceled due to insufficient funds!! But how could it be insufficient when a rep. Was the one who took the money out of my account to pay for my ins. And now they're telling me to pay 500 dollar... USAA is the worst bank ever!! Navy Federal credit union is a great bank!!
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USAA Mortgage Section is Incredibly Incompetent!!
Posted by 3-Tour Vet on 10/15/2010
SAN ANOTNIO, TEXAS -- Please save yourself and DO NOT DO BUSINESS with USAA mortgage. I am posting in sites all over the internet. The mortgage section of USAA are filled with incompetent people. The posting by "Johny Apples" in complaintsboard.com hits the nail right on the head! The sentence "The loan processor assigned to us was the most incompetent, lazy, and lease 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..." just made my wife and I laugh out loud! It is so true. Unfortunately for us, we also missed our closing date. Mind you, it is not because we do not satisfy all 'standards' for the loan. We more than do. The reasons are simple: USAA is ripe with incompetent people. These employees have very low education and have difficulty speaking English properly. The Supervisor there, called "Yolanda", is someone that certainly should not be in any leadership position. We bargained very hard to get the owner of this particular property to sell at a extremely low price. Now, we may lose the house because Yolanda and her "TwoPac" sidekicks don't wish to work for their income. Can you imagine? On the day of the closing, we had to haggle on the phone with these hoodlums just to speak to someone in mortgaging. Then, they have the nerve to inform us that there are documents missing that I know were either sent in the packet over a month ago or, at the least, should have been told to us were missing weeks ago.

I say: RUN and throw grenades behind you. DO NOT DO BUSINESS with USAA mortgage.

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Stay Away From USAA
Posted by Kd7ctv on 02/11/2010
This bank used to be good a few years ago. However in the past few years they have slipped. They are fee hungry now. They take fees even when you have money in the bank. Also they allegedly offer free Overdraft protection. That used to be that they would cover a transaction with the usual fee. Now they reject it, charge the fee and tell you that the free overdraft is that they won't charge you a fee to pull funds from another account. Also with other banks you can contact the CEO, this bank you can't, you can't contact any of the Executives to try to assist you. Their regular customer service also state they are Executive relations when you ask to talk to them. They look at you as a number and a way to get money, their customer service is not lacking.

My advice? If you want to keep your money STAY AWAY. Go find a local bank who looks at you as a human, not a source of funding.
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Posted by yoke on 2010-02-11:
Banks are not obligated to pay a check if the funds are not there. They can still charge you a fee for the OD and send the check back to the person you wrote it to.
Posted by RestaurantGuy on 2010-02-11:
I have to disagree with you. I have been with USAA for almost 25 years. I actually overdrafted last month (my fault) and not only did they cover the check they didn't charge me a overdraft fee. I love USAA as they do care about the members, try BOA or Citi and see what they do to you
Posted by yoke on 2010-02-11:
Sounds like maybe the OP had a history of OD and that is why USAA no longer covers the checks.
Posted by Anonymous on 2010-02-11:
With the overdraft protection, you also have to have money in that account they're pulling from to cover the transaction that would ultimately overdraft. They can't pull from an account that has nothing in it.
Posted by Anonymous on 2010-02-11:
Not exactly BKK, there are three types of overdraft protection:
A) The bank pays the check, allows the account to overdraw, and charges you the overdraft fee. (Most common)
B) The bank transfers funds from another account to cover the check, and charges a much smaller fee (i.e. $3) for the transfer.
C) The customer establishes an overdraft line of credit. This is a loan, and must be applied for. In this case, if you overdraw, the bank transfers funds from the line to cover the check. This is the best option, since the customer only pays interest on the amount outstanding, and only for as long as it takes to pay it back. This could mean you might pay something like 14 cents for an overdraft.
Posted by kd7ctv on 2010-02-12:
Actually I didn't have a history of OD. Occasional is one thing. Like I said they used to cover it, now they refuse to. So why should I do business with a bank that wants nothing more then to charge a fee. I have been with them for years.
Posted by RestaurantGuy on 2010-02-12:
KD every bank is going to charge you a fee when you overdraft. The only way to avoid the fee is not to overdraft your account
Posted by Anonymous on 2010-02-12:
"Like I said they used to cover it," That, my friend *is* a history of overdrafts.
Posted by yoke on 2010-02-12:
How occasional? Banks don't stop paying checks for one or 2 OD's?
Posted by conscientiousobserver on 2012-06-05:
It is illegal for any bank to charge an overdraft fee without your permission and opting into an overdraft protection plan. If they don't cover the check it is illegal to charge you. This is a part of the fair credit act and other legal mandates from the government to protect consumers from being robbed by banks. If they don't cover it they're breaking the law. Leave USAA since they're a military special interest they don't think they have to play by the rules everyone else does and tries to dupe naive soldier who don't know their banking rights.
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Don't waste your time with USAA
Posted by Worknmama on 01/07/2009
One way to guess that a company has bad customer service is when there is no way to contact them via email through their website. Live and learn. My adventure with USAA began when I Googled "Online Banks" about 6 weeks ago because I have moved three times in the last year and was tired of having to change all my banking. USAA was the 2nd on the list, so I opened a checking and savings account. My mom carries a USAA credit card and their website said members had to either be a vet or the child of a vet, which I am. I opened the accounts with no problem, after providing information on my mother including her social security number. I transferred money into each account from my existing account at another bank. The following week, after I had received my ATM card in the mail, I called to activate it and was told I could not activate it because I needed to fax in a photocopy of my drivers license and my soc sec card. I guess I was supposed to have ESP to know that, because I never got an email or a phone call to ask me to send that information. I faxed it the following day from a nearby office supplies store, since I haven't had a fax machine in years. Who the heck faxes anything anymore?

Then, for the next three weeks upon trying to logon to my accounts on the USAA site, I got a message "your account has been locked for security reasons. Call fraud . . ."and a phone number. Each time I called that number I was told "it just takes a few days," and I politely waited and tried again the next day. After 4 or 10 of these calls, I got pissed off and made the dimwit on the line dig to see what was holding things up. After 2 to 8 transfers, someone told me that they had not been able to read the fax image three weeks ago when the fax came in. Three weeks ago! And nobody bothered to tell me! So I demanded an email address to send the information instead of a fax and they said "sure you can email it." Recall that I was told initially that it had to be faxed. So I emailed it, and three days later was finally able to get onto the website. And guess what? It showed a balance of $00.00 in my accounts. So back on the phone, and was now told that my accounts had been closed and a check mailed to me because I was not eligible to have an account with USAA. After 3-7 transfers, I got a Executive Supervisor or something, who said that I was not eligible to have a USAA account because my mother had never purchased insurance from them. Are you still with me?

So, instead of their website informing me I wasn't eligible to open an account, it accepted all the information, appeared to open an account, then locked me out of my own money, gave me the runaround, and sent me my own money back, six weeks later (they told me the check was in the mail). I wonder how many people's money they hold on to like this? Sounds like a scam to me. Stay away from USAA. They are either crooks or completely incompetent. In either case, I'm relieved to be getting my money out. I think they should be investigated. Mike Wallace, where are you?
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Posted by lobo65 on 2009-01-08:
I can't comment on your situation, but USAA is one of the few companies from which I have received stellar customer service.
Posted by RestaurantGuy on 2009-01-08:
I have been a member of USAA for over 21 years now. They are by far the very best company I have ever dealt with. In fact they insure both my house and car, my checking and savings account are with them as well as 1 of my credit cards. Now I cannot comment on your situation either but if anyone is eligible to be a member I would highly recommend you become one. They take care of thier members very well
Posted by goduke on 2009-01-08:
Ijust checked the website for usaa. It says nothing about the children of vets being eligible. It says that children of USAA members are eligible. Is it possible you misinterpreted what the site said?
Posted by exsausd on 2009-03-26:
Goduke is correct. USAA has changed its membership requirements from active duty or retired commissioned officers to active duty enlisted, but children of vets are not elgible to join.
Posted by skeletons on 2009-12-04:
USAA is crap. I was an active duty spouse, and am now divorced. I have an acct. with USAA and they decided to freeze all of my funds, with zero notification to me. I have had them for car insurance and banking with zero problems for years. Now because I have a fiancee who also has usaa and we share the same address they are freezing my funds because of some strange deposits to his account. HOW IN GODS NAME AM I IMPLICATED IN HIS COMPLETELY SEPERATE ACCOUNT???? I have never in my 30 years had such a degrating and insulting situation happen. I have 2 children who I must feed, bills to pay and they froze ALL OF MY MONEY pending an investigation.....FOR WHAT???? I had nothing to do with any transactions or deposits involving my fiancee......this is ridiculous and disgusting....When my funds are returned I'm discontinuing service with this crap bank...how dare they take my hard earned money and keep me from buying food and paying bills for some supposed negligent deposits on my FIANCEE's account......????!! So you're telling me if my dad had an account with them and he had a questionable deposit I would be frozen also??? get a life, this bank is ridiculous and the staff is even worse. Screw them. I'm done.
Posted by ldtmedic on 2010-11-18:
USAA closed our bank accounts because of a disputed charged to a company called 200cash.com ..They had charged my account for a their service that we have never used. This company is a payday loan service scam and Usaa sided with a company who scammed people for money ..We have been a member of usaa for over 5 years and one day they froze all our accounts and told us "WE DO NOT WANT TO DO BUSINESS WITH YOU ANYMORE" how dare them talk to us like we are criminals.. just goes to show usaa is not for who they say they stand for SOLDIERS and family... They are a bank who uses MILITARY name for their gains...My husband served overseas and is now sick because of the war and this is the thanks we get from a company he helped protect... No thanks to you usaa... WE DONT WANT TO DO BUSINESS WITH BANKS FOR SCAMMERS... WATCH OUT FOR YOUR MONEY ... THEY JUST AUTHORIZED ANYONE TO GET FUNDS OUT EVEN WITHOUT YOUR PERMISSION...
Posted by POt342 on 2012-01-07:
USAA is awesome.
Posted by Disappointed USAA on 2012-04-28:
I have 4 accounts with them for a year. One day they just cancel all my account with no reasons. What A SCAM USAA
Posted by hatethem on 2012-12-26:
my account has been locked for a little over a month and a half.
i just love how they lock me out of my account without any form of notification -.-
Posted by JDnHuntsvilleAL on 2013-06-07:
I can't even get a QUOTE from USAA unless I first join, which means giving them my birth date and SSN. REALLY? You have to give them identity theft sensitive information JUST TO GET A QUOTE?
I said FORGET IT, and I bet LOTS OF PEOPLE turn away from them just because of this. If they are THAT secretive BEFORE joining, what are they hiding from their members?
Posted by omar s. on 2013-06-24:
I just had the same experience in may 2013. Usaa is by far the absolute worst company to deal with in regards to banking! I received no notification whatsoever that my account had been closed. Why do they take down your address, email , and phone # if they cant bother to at least notify you through any of those channels of any changes to your account. None of their reps could tell me why my account had been terminated. Its been weeks and i still haven't received my money back.They have the most rude and incompetent employees. Stay away from usaa.
Posted by Michael on 2013-08-07:
I have been a USAA member now for 27 years and they are by far the best bank ever. I currently have seven banking accounts and two auto insurance policies with them. Their customer service is SECOND TO NONE. The USAA website is better than any other banking website I've seen and I've see a few. They are on the cutting edge of technology. I remember using their smart phone picture deposit app long before others were finally advertising it on television. I have NEVER had customer service that wasn't top-notch. I will NEVER, NEVER, NEVER leave this bank. Membership is limited and you're fortunate if you can join them. My take is the people complaining above most likely did something fishy otherwise they wouldn't have gone through the troubles they mention. USAA is certainly one of the most professional companies I have ever dealt with.
Posted by Bill on 2013-08-16:
I opened an account with USAA and I am a 15 year vet. After opening the account I transfered $8k into the checking account. I few days later I came across some business I needed to deal with in cash so I called and asked if I could raise the daily limit on my debit card and cash withdrawal. The rep. said no problem and raised it to $2500 for 48 hours. So I go to 4 ATM's and withdraw $500 from each and I go back to my computer to log in and it says my account is locked and under review call etc. I have called and called and been on hold for hours talked to 7 or 8 different people. Finally talked to fraud dept. and asked what is going on and all they will say is its under review. I say for what and its under review let me talk to who is reviewing it its under review. I am told 48 hours and it will be unlocked that was 4 days ago and still when I call its under review. I have $6000 locked in there and cannot touch it. I am so pissed off.
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Huge Disappointment
Posted by JessR on 10/22/2007
I am very angry at USAA. I have been a member since 2002. I have my car insurance, renter's insurance, savings and checking accounts with them. They had been great up until now. Just a couple of weeks ago my debit card was stolen and used for a shopping spree. Within a couple of hours all of my money was gone. I notified USAA as soon as I realized the card was gone. They seemed to be really nice about it and told me that I would have my money back in a week. I was glad to have them as my bank because of their good rep and zero fraud liability. Well, just a couple of days latter they decided that since my card was stolen they wouldn't consider it fraud and therefore I wouldn't be reimbursed. They also charged me fees for overdraft protection when the check I had written just a few days prior for my rent bounced. I haven't been able to pay my rent this month and am waiting to get evicted soon.

I trusted USAA with my life, possessions, and all of my money and now I'll be homeless. USAA is great until something goes wrong and they turn their backs on you.
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Posted by Anonymous on 2007-10-23:
First question is, how did the thief get the PIN for the debit card? If you didn't save guard it, most banks will hold you liable.

Second, have you spoken to your landlord and explained the situation? If you are usually on time paying your rent, perhaps he or she will cut you some slack. If you have a long term lease, it takes awhile for the eviction process to wind its way through the court system. You won't be on the street tomorrow. Month to month leases are a different situation.
Posted by Anonymous on 2007-10-23:
"I trusted USAA with my life, possessions, and all of my money" NEVER trust a bank or anybody else with your life they will take it every time.
Posted by Principissa on 2007-10-23:
We've had USAA for years and have had no problems with them. Most banks, including mine will not cover fraudulent transactions if the thieves get your pin number. Our bank's pins are computer generated so they only way someone can get it is if you give it to them.
Posted by *Brenda* on 2007-10-23:
I'm guessing the thief used the card as credit instead of debit.
Posted by jktshff1 on 2007-10-23:
Brenda, that's what I was thinking, but usually they ask for ID when you use it as a credit, unless they knew the clerk and they were in on it.
Posted by Anonymous on 2007-10-23:
ATM or Debit Card Loss or Fraudulent Transfers (EFTA). Your liability under federal law for unauthorized use of your ATM or debit card depends on how quickly you report the loss. If you report an ATM or debit card missing before it's used without your permission, the EFTA says the card issuer cannot hold you responsible for any unauthorized transfers. If unauthorized use occurs before you report it, your liability under federal law depends on how quickly you report the loss.

For example, if you report the loss within two business days after you realize your card is missing, you will not be responsible for more than $50 for unauthorized use. However, if you don't report the loss within two business days after you discover the loss, you could lose up to $500 because of an unauthorized transfer. You also risk unlimited loss if you fail to report an unauthorized transfer within 60 days after your bank statement containing unauthorized use is mailed to you. That means you could lose all the money in your bank account and the unused portion of your line of credit established for overdrafts. However, for unauthorized transfers involving only your debit card number (not the loss of the card), you are liable only for transfers that occur after 60 days following the mailing of your bank statement containing the unauthorized use and before you report the loss.

If unauthorized transfers show up on your bank statement, report them to the card issuer as quickly as possible. Once you've reported the loss of your ATM or debit card, you cannot be held liable for additional unauthorized transfers that occur after that time.
Posted by Anonymous on 2007-10-23:
^^^^ the above is from the FTC. It doesn't matter if somebody obtained your PIN or not or whether you were careless or not. Unauthorized use is defined simply as somebody not legally entitled using your card without your consent.

JessR -- Your maximum loss should be limited to $500 unless USAA is implying that you are attempting to commit fraud. Don't let this go... Keep after them and also you might want to take it to the FTC (www.ftc.gov).. Good luck!
Posted by Principissa on 2007-10-23:
Stew great information. Please disregard my first post, my coffee did not fully kick in.

Here is what I researched online, at least this is for my bank, pretty much what Stew said except for the following: When reporting an ATM/CheckCard being stolen, you must provide proof that you did not use the card. In other words a police report, or some other documentation stating that it was not you using the card. They also state that any theft of the card has to be reported within one business day of the theft and that all charges considered fraudulent after the reported theft will be refunded pending an investigation by the bank. They also have forms that you need to fill out to report the theft as well.

I am not sure how USAA handles it, but I'm guessing it may be similar. Did you fill out any forms for them? Did you report the theft to the police? Unfortunately most people will not take just your word that those aren't your transactions, in this day and age you have to prove that you didn't make them. I would call them again and see what steps you need to take. You may also want to change your account numbers if you haven't done so already.
Posted by Anonymous on 2007-10-23:
Good points principissa. Also this post brings up some excellent issues.

First of all by no way am I assigning blame to the OP for I always blame the thief for the theft and not the victim. I'm not a paranoid person. I'm the type who never locks their car doors or the front door for in my view a locked door merely keeps a marginally honest person honest. I am however diligent about keeping track of my checking/savings accounts. I've made it habit to check them daily due to current banking liability laws. Also due to the law I'm very careful about using my debit card. I only use a credit card for online purchases and auto-pay type things because of the law and the fact a fraudulent credit card creates debt to paid in the future while a debit visa/mc zaps your money instantly. I'd rather be waiting for disputed debt to be corrected than waiting for my money to be credited back into my checking account. It's a new world and we all gotta learn the ropes.. Good luck!
Posted by steve101 on 2007-10-23:
1. File a police report today.
2. Go to bank branch with police report and file an affidavit of fraud with the bank today.
3. If this doesn't work contact the Office of the Comptroller of the Currency which regulates this bank at www.occ.treas.gov
Posted by trumania on 2007-10-23:
I think we're missing some vital information here. USAA, my bank, would not deny a claim because, "The card is stolen and that is not fraud."

If you waited a long time to report it you can be held liable. If the card was used as DEBIT (meaning the thief had your PIN number) you can also be held liable because that is not supposed to be written down anywhere.

Chances that someone "guessed" the correct PIN is extremely unlikely, as 3-4 incorrect PIN entries eats the card at an ATM or flags the account through Fraud Prevention.

I'm willing to bet the OP had the PIN on the card which allowed for PIN transactions to be made which is not covered under USAA's Zero Liability Policy.

You have to make a reasonable effort to protect your card/accounts to be covered by that policy.
Posted by JessR on 2007-10-24:
My card was used as a credit card. I never keep the PIN on the card or in my purse. It also wouldn't be easy to guess. It was stolen on a thursday evening. I checked my account on Friday morning at 8:00 am and noticed a lot of transactions for video games, clothes, food, and a lot of other stuff. The theif went shopping all over the mall in just a couple of hours and spent everything. I watched the surviellance tapes at the mall and saw how no one bothered to check for ID. The person even spelt my name wrong when he signed the receipts. I reported everything to USAA while the transactions were still pending but they still let them go through. They are also refusing to give me my money back. They said I would have to press charges against him and if he can't pay he'll have to do community service. The person was never arrested even though the cops saw the video. Community service isn't going to pay my rent.
Posted by JessR on 2007-10-24:
I did contact the police, the bank and the credit monitoring services within 24 hours of the card being stolen and used. A new card has been issued. However, I am switching banks. Along with my car and renter's insurance. I am a paranoid person when it comes to safety and money. I did everything I could to safeguard the card, the pin, and reported the incident hours after. Not days, weeks or months. I even went to the stores and demanded to see receipts and the video tape. If I had money I would even get an attorney to press charges against the bank and the thief. I understand it was the theif who stole the card and used it, but USAA could have atleast stoppped payment on the purchases and not charged me for my check not clearing. When you sign a debit card you agree to the terms and conditions of the bank. USAA does state that they have zero fraud liability for unauthorized card use. They should hold up to that agreement. They do know that a police report was filed and have the case number along with the officer's name. They never gave me any paperwork to fill out.
Posted by trumania on 2007-10-31:
Unfortunately banks cannot stop payment on "Pending Debit Card transactions" Once those charges come through you can dispute them and the bank will do it's investigation.

Having worked for a bank I saw numerous people call and say the charge is "pending" stop it! Well we couldn't, we'd have to wait until it fully posted to the account before we could dispute it.

Try calling USAA back and talk to another representative. If that doesn't get you anywhere, ask to talk to a manager, if that doesn't get you anywhere ask to talk to a senior supervisor, also try asking to talk to the CEO, it sounds funny but you can actually get another 'specialized' call center team called something like the Executive Response Group, they may be able to help you.

If that doesn't work, tell them you will be filing a complaint with Mastercard, the BBB, and the Attorney General of your state.

USAA is unlike any other bank. They have a limited customer base and their major goal is to retain customers, talk to enough people (calmly) and you'll get something done.

If you live in San Antonio, Texas (USAA HQ) trying going into the branch and ask to talk to a manager. Are you/your spouse in the military, are the on the account as a co-owner? If so, have them call with you and them using their rank if it's high enough.
Posted by DanNC on 2008-11-09:
I had usaa for 51 years, I switched to geico when they sent me a form letter with false info on it - my car was damaged by another usaa member who had been dropped by usaa. When I first signed up with usaa they sold only to service officers - it has gone downhill since then in my opinion.
Posted by weif on 2009-08-02:
Remember, it is a violation of the credit card merchant agreement for a merchant to request an ID with a Visa or MasterCard, even if the card says "See ID."
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Stay Away From USAA......All Your Funds Will Be Frozen At Some Point
Posted by Skeletons on 12/04/2009
I have been a loyal customer to USAA, depositing money consistently from my BOA accounts as well as having car insurance through them for my 2 vehicles. In my 30 years I've never had an issue with banking. I've been sent overseas for 3 years and continued online banking: paying bills, making deposits and having insurance. I've been an incredible asset, as well as have incredible credit. I now have a fiancee who I live with who also has USAA: A COMPLETE SEPERATE ACCOUNT. For some reason a deposit of his was red flagged (I don't know why, and honestly I don't care, its not my account) and his account was frozen. By the next day MY PERSONAL ACCOUNT was frozen as well. WHY? because we have the same address.

So my hard earned money, my untarnished years of being a customer have gone to the crapper because of another account???? Are you kidding me? How in god's name do they have the right or the legal ability to keep all my money from me for someone else's account???? This is highly illegal practices, the staff that I've talked to are a joke. After hours of calls to their office I finally find that my account is being shut down??!!??!!

A supposed check will be issued to me with my money, and there is ZERO reason to back this kind of move on their behalf.

Many of you may have usaa, as I have for years......IT WILL HAPPEN TO YOU... they freeze funds, leave you with nothing.....you're left to fend for yourself against this growing evil entity. I'm a full time student and a mom to two little boys and I can't feed them, pay my bills, go to school, for god sakes can't even put gas in my car. This is what I get after years of the highest and best clientelle service to them. I'm left with the words of some insignificant staff member telling me they're sorry, and only god knows when I'll ever see my money ever again.....we're talking thousands.....


If you can't walk in to your banking institution....DON'T BE A PART OF IT! lesson learned.

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Posted by skeletons on 2009-12-04:
here's another recent USAA customer:

Posted: 2009-07-31 by tony28270


Complaint Rating:
USAA from my account and locked me out of my online access on 7/28/09 and nobody tells me why? On 7/30/09 after calling for serval times they tell me because I had supicious activity on my checking account. I moved over 100k and then withdrew it and the deposit only 40k, to my brokage account. Made 3 trades and then when I am getting ready to sell my stocks my account is frozen. They stated I need ID for me and my wife. Faxed them on 7/28/09 was told it would take 24 to 48 hours to verify this and my account would be open. Well after 48 hours my accounts was locked, and then I was told I would be assingned to a fraud investigator within 5 business days. I work at a job that requires much attention and have 40k frozen makes me parorniod. Nobody can tell me anything execpt to wait and somebody will contact you.
Posted by Anonymous on 2009-12-05:
Too much moving of money in large amounts looks like laundering.

Now for the OP: Something suspicious about that deposit, and now with a completely different account with the same address being accessed it looks more so. Nothing illegal about them making sure YOU are not using their bank to commit a felony.

USAA is a military bank is it not?
Posted by madconsumer on 2009-12-05:
if one has the same address as someone who is suspected of illegal activities, you are guilty by association.
Posted by RestaurantGuy on 2009-12-05:
Lady USAA is a military bank. You have to be active or retired military (or a dependant)to use them. I have been with USAA for close to 20 years and have never had anything but outstanding things to say about them. There has to be something the OP is not telling us here
Posted by Principissa on 2009-12-05:
If any bank thinks that you are doing something that looks suspicious they will freeze your account. They are protecting themselves. It's not just USAA it is any bank.

RG, I too have USAA (for insurance) and have nothing but good things to say about them. They are always friendly and courteous and even called us during that ice storm last year to send out an adjuster to make sure we didn't have a claim, and this was without us calling them. They gave us a free voucher to stay in a hotel for 3 days and even comped our bill that month. And this didn't even go against our insurance.
Posted by Anonymous on 2009-12-05:
I just went through sort of the same thing with a bank here in Myrtle Beach. I just recently moved from PA to SC and opened an online account.....and transferred funds from one to the other. The first transaction didnt go through so I tried another account.....they locked me out of it even tough the funds went through, so I had to show them proof that it was in fact my account withdrawn from....no biggie, they are just protecting themselves. I got it all taken care of and my funds released.
Posted by moneybags on 2009-12-05:
USAA is fantastic. You should be happy that they do this. It could be a scam and you'd loose your money to some idiot fraudulent transaction, and you'd wait and wait to get it back. The banks are not just protecting themselves, but their customers too.
Posted by skeletons on 2009-12-06:
There are NO ILLEGAL ACTIVITIES GOING ON....USAA FREEZES FUNDS WHEN THEY EXCEED A PARTICULAR LIMIT (apparently) So when an account goes from a normal activity of funds to more money, they red flagged my fiancee's deposit. A LEGIT DEPOSIT. Whatever...that has no bearing on MY ACCOUNT. I've been banking for years and never have my accounts been frozen for LARGE DEPOSITS. Thank you....What a REAL bank would do is contact you and find out about "deposits" or "withdrawals" that aren't considered your normal activity. NOW.....I HAVE NOTHING TO DO WITH MY FIANCEE'S ACCOUNT...THEREFORE, IT IS WRONG TO HAVE MY FUNDS, WHICH I'VE NEVER EVER EVER HAD A PROBLEM WITH TO BE FROZEN. Back a few years ago I could've agreed they were a decent banking institution.....NOT ANYMORE....THEY'RE TERRIBLE AND THEY'RE SERVICE IS ATROCIOUS. It disgusts me to see that they are even still allowed to practice they're disgusting policies....BY THE WAY...THEY ARE RATED AN "F" BY THE BBB......SO THERE YA GO. THANKS.
Posted by PepperElf on 2009-12-06:
then contact a lawyer
seriously there's not much a page here can do ... get a lawyer

tho i didn't think they could legally freeze funds
not on their own i mean
Posted by skeletons on 2009-12-06:
RG- man i know that USAA IS A MILITARY BANK...BECAUSE I WAS IN THE MILITARY.....see what assuming gets u?....y do u think I have the account....take a moment and think before you offer ridiculous advice.
Posted by PepperElf on 2009-12-06:
i take it there won't be any lawyers then?
Posted by skeletons on 2009-12-06:
this site is to post my 3 cents...well that was it...I dont agree with the practices of USAA...period.....if you dont agree and want to write negatively or sit there and think of ways that "OP" is not telling you then move on to another story. This is not a website for arguing...its for posting MY 3 CENTS......hence the name of the website.....I'm not here to argue with people..seriously.....
Posted by skeletons on 2009-12-06:
pepperelf- this started on Wednesday....I'm working with an individual at corporate who is trying to expedite reopening my account. Unfortunately this takes 7-10 days....so.....as far as a lawyer goes...we shall see....that of course is an option, however, I am still trying to obtain my funds.
Posted by PepperElf on 2009-12-06:
ok so all is not lost then.
might be the best way to do it
Posted by skeletons on 2009-12-06:
yea...until then I don't have any money available to me....so I'm at their mercy.....we'll see what "expedite" really means to these people....regardless, I have bank of america and I'll be taking all my business there. Never in the past 13 years have I had a problem with them. go figure.
Posted by Anonymous on 2009-12-06:
Skeleton you said it yourself: when the deposit goes higher than the norm they react by flagging the deposit. A few dollars won't do it, a few hundred will. All they are doing is freezing the account until the deposit clears.

Pardon me for saying so, but if it were YOUR money you would do the same thing to protect it. Do you not realize that this is EXACTLY how money laundering is done?

And EVERY bank on the planet will do the same thing.
Posted by skeletons on 2009-12-06:
I'm quite aware of what money laundering is and how it's done. However, the deposit is NOT IN MY ACCOUNT. Therefore, holding me responsible for an account that is not in any way linked to me is quite simply put : RIDICULOUS. I'm very aware of how banking works, and freezing an individuals account must constitute that their account MUST POSSESS some kind of "RED FLAG" activity. MINE NEVER HAS....not for years. EVER. nuff said.
Posted by skeletons on 2009-12-06:
the key idea that here is my account is frozen on behalf of a deposit my fiancee made into his own account. We have SEPERATE accounts. So again, I'm saying USAA is crap for freezing my personal account because of a deposit that was flagged on HIS account. Ridiculous.

Posted by Anonymous on 2009-12-07:
You said yourself you sand your man have the same address on your accounts. THAT is the link. NUFF said.
Posted by OV1 on 2010-06-16:
As other have stated, the common address is the problem. When people launder money, they will have multiple accounts in different names, but with the same address. I have a Chase account that will get locked if I travel and not tell them as they see the activity as not normal. I also deposited a big check and it was on hold for 12 business days for it to clear. The check came from B of A and there would even of been a hold if it was a Chase account.

I do feel sorry for you as I know what it is like. At least you were smart enough to have two accounts and still have access to some funds.
Posted by AlanMC on 2010-09-19:
Every person who is single and deployed has the same address, so in your oppinion if one of those is frozen then all should be as well. WAKE UP Federal law states that all persons have individual credit ratings and can establish accounts seperately even if they are married and live at the same address
Posted by LuckyArmylady on 2010-09-23:
Alan- Thank Goodness someone said it. I should not be held responsible if someone i rent a room in my home to makes a bog deposit....skeletons I am very sorry you are going thru this- it is not USAA's tight to freeze an account that is separate from yours. Unless you have joint accounts elsewhere, such as credit cards and such. Believe it or not that would associate you with your fiancee in a way that can be a risk to them. I am new to USAA and absolutley HATE THEM. My husband is active duty and just got back from deployment, they have lost out POA (we sent it 3 x's) messed up our names whenever we ask them to update something, some idiot rep typos and screws it up. they actually sent our personal checks to the wrong address (then blamed me saying I modified the address when processing the order) I proved them wrong. I had them see when that address was changed, it was at the same time they corrected my middle intital. It only took 4 hours and 3 managers to get it fixed. ALways a problem and they never assume responsibility. GOOD LUCK
Posted by Skye on 2010-09-23:
OP, what is the reason the bank has given to your fiancee' about freezing his account, as well as yours?

It would help to know the whole story.
Posted by MacklinC on 2012-07-16:
I learned the hard way - My account is restricted for security reasons. They asked for a copy of my License, then my Social Security card . 4 weeks and they have been very rude about the whole thing. I just want my money so I can go to another bank.
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Poor to No Service after USAA Insured struck my vehicle
Posted by Telemacus on 12/17/2010
SAN ANTONIO, TEXAS -- I was 400 miles from home, when an inattentive drive slammed into the rear of my vehicle. This occurred about 4 pm on a Friday. Why waiting for police to arrive, we exchanged insurance information. I took photographs of the vehicles before being moved and afterward, photographs of damaged. The other driver was insured with USAA. I called USAA to verify the coverage was in effect. USAA refused to verify, but took my information. The following Monday, I called USAA to verify and again was refused. USAA asked me to take my vehicle to their service center (vehicle was drivable but heavily damaged) They told me I could take it to their service center I week from Thursday. I explained that I was 400 miles from home and was going back home on Wednesday and asked if there was a service center in my home town. No there was not. I was then told that if I wanted my vehicle repair, I would find a way to get it to their service center. I told them that was not feasible, and the reply was "That's your problem."

I arrive back home and took my vehicle to my body shop. I called USAA (and recorded our conversation) and advised them where the vehicle was, they said they would send someone out, but never did. Three weeks later my vehicle was repaired and I picked it up. USAA, denied the claim, because I did not take it to the center they wanted me to and did not take it to the body shop they use and did not get approval for the repairs. I paid for the repairs $5500 and the rental car ($1000) I then, had my attorney sue both the driver and USAA. The driver was upset at being sued and even more upset and USAA for not protecting him. The driver then contacted his attorney, who sued USAA.

The depositions were fun. USAA hired local counsel, who showed up for depositions. What USAA told him and what my documentation, unanswered letters and recorded phone calls reflected were two different stories. USAA's attorney was pissed that USAA withheld evidence from him. The final result, USAA was assessed by the court and amount equal to my repairs and rental, plus interest (took almost two years to get to court) all my legal fees, and was assessed an additional $20000 in punitive damages, which under the deceptive trade practice law was automatically trebled. Result $6500 in actual losses, $60,000 to me and $26000 to my attorney.

The other driver won his suit against USAA for failing to defend him and breach of contract. I sure that was settled quite handsomely as well, for both the driver and his attorney.

I fail to see the reasoning why USAA preferred to put out in the neighborhood of $100,000 just to deny responsibility for a $6500 claim.
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Posted by saj80 on 2010-12-17:
I have said this before, and will say it again: why do people insist on trying to resolve claims with someone else's insurance company? You should have contacted your carrier immediately and let them handle everything. Unfortunately, you have made so many mistakes now you may be out of luck, unless you want to try suing the other driver personally, which isn't very convenient being 400 miles away.
Posted by momsey on 2010-12-17:
Did you actually get the money from USAA?
Posted by leet60 on 2010-12-17:
+10 saj80. Anytime you contact the other person's insurance company directly you are asking for claims to be denied or lowballed. In the obverse if they are contacted by your insurer, they know well that the insurer knows the game and has attorney's on staff if they want to fight.
Posted by clutzycook on 2010-12-17:
When I was rear-ended 3 years ago, my agent told me I had to call the other guy's insurance company and deal with them myself. Being inexperienced at the time, I did. Fortunately, they were nice about it and took care of me quickly (the car was declared a total loss and the settlement was enough to pay off my car and a bit of a down payment for a new one). If, heaven forbid, I ever get into that situation again, I'll know what to do.
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Claim Refusal
Posted by Jhaley8 on 09/01/2008
My then 17 year old son stuck my ("his") 2005 F-150 Crew cab 4x in a very deep puddle. He had to dive to connect a tow cable and the water was almost up to the door handles. It was in the water quite a while. The truck already had some body damage on it (right quarter dimple, some rear bumper, some front bumper) but was in good working condition when he drove it into this “puddle” that turned out to be much deeper and softer than it appeared. At the time of the incident he was estranged from me and staying with his mother, so he did not notify me and I discovered it just before sending him off to a wilderness program and boarding school.
The truck was not drivable after the dunking and he left it in a transmission shop. I put the truck in my repair shop and told them there was no hurry. Some time later, in talking to the shop, I became aware that I could file a claim for water damage with my insurer. I did so. By then the truck was in the body shop and that shop did not initiate repairs but awaited USAA's OK. That was about 6/20 and the truck is still in the body shop.

Initially USAA could possibly have refused coverage of the water damage due to my late reporting of the claim and their inability to see the truck before the major mechanical repairs were done (some remain to be done, but USAA isn’t considering them and has closed the claim). They did not. They accepted my explanations and proceeded with (oddly extended) evaluation of the claim.

Mechanical repairs exceeded 7,000, and the truck has to go back for more. Body damage is over 5m. So I have well over 12,000 in damages. The body damage was not all in one incident, so application of multiple deductibles is fair. But much of the body damage resulted from efforts to get the truck out of the water. USAA broke the damage into four claims (based on ?) and allotted no body damage to the water incident, which they are now calling “mechanical failure without collision.” Several times they have indicated to me, once in writing and several times in conversational slips, without calling me a liar, that they just do not believe the truck has water damage.

I filed the claim around 6/20, and on 8/4 (!) USAA paid $2,229 on the body damage claims. Three payments, 979.01, 817.67, and 432.76. I am expecting some 200 on the water damage but haven’t seen it and their site says only that the claim is complete. I imagine it has cost them more than the total paid to "manage" this claim! I have a 1,000 deductible and USAA is paying less than 2,500 total on this 12,000+ in damages.

The major failing is their refusal to recognize the water damage as such. At first they rejected the whole claim. Said there was "no claim" and "no flood damage." After I protested they found some 1,200 in water damage. So, 200 to me after the deductible. A token to placate me?

The repair shop told me it was all water damage, and they were sure some 4,500 of it couldn't be anything else. Some weeks into the very slow moving "investigation" USAA did call the shop, but the shop said didn’t amount to much. They just read them the "customer complaint" from my work ticket, and USAA "asked no questions."

I don't know what the complaint said, probably that the truck been drowned and the transmission was out. That’s all I knew at the time. The original estimate was 4,000 - it’s clearly the sort of damage that isn’t all evident until digging into the mechanicals. We had faxed USAA the detailed invoice, prepared without reference to insurance and not for that purpose, but mentioning “WILL HAVE PROBLEMS WITH MODULES AND RELAYS, WATER WAS UNDER THE DASH,” and “SIGNAL FLASHER FULL OF WATER.” I asked the shop who there would have first hand knowledge of the water damage, and they said "we all saw it." The owner, volunteered to talk to them. The shop is highly respected and if USAA has any local agents they know it.

I kept asking USAA to talk to the repair shop, and to go look at the truck - pull a door panel and look for a water line, as suggested by my shop, something like that - and eventually a supervisor of my initial contact said he would talk to [the owner]. They did eventually talk and [the owner] told me he explained for about 20 minutes, item by item, what was water damage and why, that there was water in the transmission, the seals were out, the bearings rusty, water in the differential, etc. etc. But [he] said that at the end of his extended explanation he felt his time had been wasted because [the supervisor] just said words to the effect of, “Well, we’ve already decided and told Mr. Haley what we’re doing, and we’re sticking to that.” No rebuttal, no questions.

I asked [the supervisor]to refer the matter upstairs for me, and he reported back that he’d done so and the answer was no change. The supervisor] and I seem to relate well, and I have no reason not to believe the matter was reviewed, but anyone would have to notice that it is procedurally strange that I never heard anything direct from anyone else.

I’ve been with USAA auto insurance for at least 23 years - seems like longer but I don’t have records back that far. And I don’t recall a single major claim. This last year I paid some 5,000 to them, up from 2,500 apparently just on account of my teen-age son being on the policy. You can’t say he isn’t fully rated. Now I have a claim of over 12,000 on account of him - and I get tons of trouble and not even get as much total payment as the policy increase. The only justification for their position on the water damage is that they do not believe there was water damage. But that is simply contrary to the evidence and the facts.
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Posted by Anonymous on 2008-09-01:
You have a certified, Class-A, mess here. Since your son didn't immediately notify you of the damage so you could promptly make an insurance claim, I would tell the young man..."If you want a driveable truck, I hope you have some money put away." Just my opinion...but there's a wealth of 'lesson' in this event for a young guy soon to be an adult. Best wishes!
Posted by Anonymous on 2008-09-01:
Poor kid. He junks a 3 year old truck and then spends a little time in the woods before boarding school starts, and I'm sure there's plenty more tales!
I did the truck in the lake thing when I was a kid, but it was my truck and my money that fixed it. I'm glad, because I couldn't have done the boot camp/boarding school thing... NO GIRLS!
Posted by moneybags on 2008-09-02:
No truck and payment for the repairs would be appropriate for your son. To make it saleable, and have the claim properly handled *if it was reported within the USAA time frame* file a complaint with your state insurance commission.
Posted by Jordan M on 2014-03-01:
I am having them "investigate" for a similar situation... snow runoff (been mid 50's) so a lot of the harder frozen stuff right off the mountain was draining and hit a puddle that was much deeper than it appeared. .. well water hit that and the way my front fender wheel well is from a previous incident shot the water right into the intake and then a couple miles down the road the engine started "tinking" so pulled off and had my buddy tow me to AutoZone. So I guess USAA is just trying to avoid paying or whatever but either pay for it or tell me you won't cover it and I will take out a loan or other way to pay for the repairs
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