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Worst Agency Ever! Not Veteran Friendly!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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!

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Customer Service Poor. Long Term Relationships Not Valued. Quality Diminished. Beware.
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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:

  1. Payments to medical professionals after accident took more than 6 months. They claimed I didn't tell them I was injured, but I called them multiple times and spoke with all their reps. These are recorded lines, but they have no records.
  2. My credit card was cancelled even though I have a credit of $460 on the card. They claimed I didn't authorize the new card and it was my fault when I never received the card from them. Then they told me I lied but didn't verify the card.
  3. Reps in the credit card division at executive escalations hung up on me twice when they would not refund a credit on my account for various internal rules that they are unable to detail. When I asked why they didn't call me back they told me they were too busy and didn't have to.
  4. Auto Insurance: rates are no longer competitive and service is lackluster. Wait times on hold continue to rise.
  5. As this company becomes a resource for all it continues to diminish the special features that made customers want to stay with them. Pity because I enjoyed their quality service for years. Expect many headaches similar to the largest of insurance companies.
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USAA Will Not Look Out for Service Members
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

CLARKSVILLE, KENTUCKY -- I have been a USAA member since 2001. My wife recently had a vehicle collision with a deer while on her way to my SLC graduation. Our 2013 Honda Pilot had some damage and required for the truck to be repaired out of state due to the trip. We got a rental vehicle for the 6 weeks that took to repair our vehicle. After our vehicle was repaired we come to find out that USAA only paid $900.00 out of $1,400.00 of the car rental bill. I call them a number of times to see if they would cover the remaining portion given the fact that for the past 13 years I had been accident-free, well I guess that was too much to ask. They denied the request.

Well I went shopping around for a new car insurance in which Geico surprised me with their military rates, way better than USAA, so I canceled my policy and went with Geico. My whole point is that USAA would rather see me go than to help their long time customers over $400.00. Well I come from a family with several military members that have USAA, that's going to change soon. I will never go back to USAA, not until they realize they are not about military families anymore but to getting our pockets and see dollar signs in our foreheads.

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Wrong Advertising
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

FLORIDA -- My husband and I were members of USAA and had a credit card with them for years. When my husband died of his 100% disability from WW2 and I tried to get car and house insurance and they would not allow me to even get a quote. THEY SAID, "ONCE HE DIED MY MEMBERSHIP IS OVER."

They advertise "that their membership is for the whole family, GENERATION AFTER GENERATION." When I called again and relayed my disappointment to other representatives of the company, they couldn't believe it. I told them to check it out and they did. This is their policy and the people who work for them don't even know it. If my husband (as a veteran) knew what they did to me, he would have been devastated.

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Usaa Is A Horrible Organization - Not Military Friendly
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

I am a retired 27-year Air Force member who had USAA about 7 - 8 years ago. I had mistakenly added my step-son on to my auto insurance 1 week prior to actually being married. He had gotten into an accident and reported it to USAA. USAA discovered he was not actually eligible for the auto insurance because his mother and I weren't married at that particular time and the dropped me. 7-8 year later I tried to see if I could resolve the issue and USAA treated me like a common criminal. The representative told me they would not discuss allowing me to be a member because of this issue.

When I asked if I could speak to someone the representative simply ignored me and remained silent. They tout themselves as a benefit to the military, but if you accidentally make a mistake they have NO SYMPATHY and will not work with you to bring you back into good standing. My advice to all military is NEVER make a mistake with USAA. If you do they will treat you like a common terrorist or less than human. HORRIBLE ORGANIZATION! NOT A MILITARY FRIENDLY ORGANIZATION!

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USAA should not be allowed to sell insurance in the state of Florida.
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

SAN ANTONIO, FLORIDA -- June 26, 2018

I am making a formal complaint about a claim I have with USAA Auto Insurance Company.

Background

On May 23, 2018, my car (2008 Ford Mustang), was struck in Jacksonville, FL.
The driver of the other vehicle was charged with running a red light and was insured by USAA. No charges were made against me.

USAA was notified by both parties on that day and USAA reported to that they would handle the claim.

Since that phone call, I have tried contacting USAA several times and left several messages, and they have not returned my calls. They have neither sent a claim adjuster to review the damages nor have they made an offer to repair the damages.

My out of pocket costs for the repairs will be $9,200 when the repairs are completed. I have been without a car for over a month.

Recommendation

USAA should not be allowed to sell insurance in the state of Florida.

Thomas F. Riley
(I am a veteran)

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USAA should not be allowed to sell insurance in the state of Florida.
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

SAN ANTONIO, FLORIDA -- June 24, 2018

I am making a formal complaint about a claim I have with USAA Auto Insurance Company.

Background

On May 23, 2018, my car (2008 Ford Mustang), was struck in Jacksonville, FL.
The driver of the other vehicle was charged with running a red light and was insured by USAA. No charges were made against me.

USAA was notified by both parties on that day and USAA reported to that they would handle the claim.

Since that phone call, I have tried contacting USAA several times and left several messages, and they have not returned my calls. They have neither sent a claim adjuster to review the damages nor have they made an offer to repair the damages.

My out of pocket costs for the repairs will be $9,200 when the repairs are completed. I have been without a car for over a month.

Recommendation

USAA should not be allowed to sell insurance in the state of Florida.

Thomas F. Riley
(I am a veteran)

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Credit Card Account
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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.

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Disgraceful
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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.

Replies
Stay Away From USAA , They Do Not Care About Their Insured
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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.

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USAA Rating:
Star Half star Empty star Empty star Empty star
1.3 out of 5, based on 41 ratings and
81 reviews & complaints.
Contact Information:
USAA
9800 Fredericksburg Road
San Antonio, TX 78288
210-531-8722 (ph)
www.usaa.com
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