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1.7 out of 5, based on 21 ratings and
62 reviews & complaints.

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Mortgage Department Is Incompetent
Posted by on
Rating: 2/51
SAN ANTONIO, TEXAS -- USAA has been amazing in all other areas with the exception of the mortgage area. I purchased a home in 2008 with USAA and the process was smooth with no issues so I thought I would have the same experience when I looked to buy another home. I was very VERY wrong.

It all started with my mortgage processor "misplacing" my sales contract and delaying an appraisal for a month since they never called me to say they needed another copy. That was just the tip of the iceberg sadly. Every call to my processor was met with the same line "I haven't looked at your file yet since it has been so incredibly busy" and she would say everything is fine and they don't need any more files from me.

Fast forward to a week before closing and the title work is still not done (because it was ordered late), the appraisal from VA was ordered late and still hadn't come back, and they keep telling me I have credit issues surrounding an AMEX card that never had a late payment and with my overall credit score above 790.

Closing day came and went, and now USAA has an issue reading the VA appraisal stating that the crawl space needs to be deeper to allow for termite inspections (a project costing in excess of $10,000 and a termite inspection was already completed) and that some damaged tiles in a bathroom need to be fixed (even though I am gutting the bathroom immediately upon closing). I am still waiting on a manager from the Mortgage processing area to help but they are insisting I call the VA for clarification even after explaining to them that the VA will not speak to anyone but the lender.

I have been a member of USAA for 6 years and have purchased almost every single product they offer. Sadly, when I call to try to get assistance from higher, I get sent into a never ending automated phone system or get sent to an operator that can't help me because the rules don't allow them to.

If you are thinking of financing a home through USAA, save yourself the hassle and go with another lender. The exceptional customer service that USAA is known for has been going downhill for years and now they are no different than any other bank but seem to have more incompetent people than normal.

I am closing my accounts with USAA and moving to Navy Federal.
     
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Yvette on 07/20/2013:
Good for you! Run, don't walk to someone else. Unfortunately, all banks are money sucking liars.
Navy Federal is the best anyway.
Unfortunately, I'm no longer with NFCU because of bankruptcy due to divorce. Miss being a member, therefore, I'm stuck with USAA. They do suck!
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DO NOT Use USAA VA Loan Service!!
Posted by on
Rating: 1/51
SAN ANTONIO, TEXAS -- My husband and I have used USAA credit card services in the past. They have been remarkably wonderful to deal with. However, we, like others, because we had such a great experience with USAA prior, tried to finance a home via a VA loan.

This has been a nightmare for us. We realized in advance, the process would require a lot of documentation. We jumped through hoops to get our mortgage processor everything she required. But the data requested came in Bits and Pieces. Everyday she was requesting something new, never just one whole list of things to fax or mail. We spent well over $100 faxing and re-faxing information(because things were lost). I finally had had enough and let her know about my frustration. She admitted to my husband and myself via email that she was only in this position for 4 months and is trying to learn as she goes along. OK, we understood that and I did feel some empathy for someone learning the ropes. I've been there myself.

Here is one example of something ridiculous that not only the mtg processor is questioning but the underwriter as well: We had to have a termite inspection. Termites were found. The company we hired who was wonderful(BIOTECH) came out and treated the small area affected. The technician gave us all the data we needed to provide to USAA. The documentation from BIOTECH was page numbered 'page 1 of 5'. We had pages '2 of 5' '3 of 5' and '4 of 5'. Page 5 is just a warranty should the homeowner choose to pay extra for the warranty. There is NO NUMBER on that page! We have been questioned over and over. I even called BIOTECH and they faxed USAA every piece of documentation regarding our home. They even said they would have the owner of the company hand write a letter to USAA for us stating that all documentation was provided for them. BIOTECH asked what mtg company we were going through because they have NEVER EVER had this much of a problem before and BIOTECH has been in business for many many years. So the mtg processor finally sent our file to the underwriters. Now as of yesterday, we hear that the underwriter is questioning the BIOTECH termite inspection and the lack of 'page 5'.

To say we are pissed off is an understatement. The above incident is just one of many incidents that we have patiently dealt with regarding the USAA mtg loan.

In closing, we still don't know if we are going to be approved for our loan but are seriously thinking about telling them to stick it where the sun doesn't shine.

     
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BigAl on 03/07/2013:
Biotech should have put the number 5 on the 5th page. Underwriters are paid and trained to be thorough. What I find interesting is that you stated that you hired the termite company. I would think the seller not the buyer would have done this. When a house has termites their extermination is only one facet of the problem. The damage done by the termites should also be assessed. If I were in the process of buying a home and termites became a factor at the least I would be back at the negotiating table. It has to devalue the worth of the home. If you do obtain possession of this home you should also have future termite inspections done.
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USAA Has Really Gone Down the Tubes
Posted by on
Rating: 1/51
SAN ANTONIO, TEXAS -- It has been eye-opening seeing the negative comments about USAA on a number of financial services fora. I’ve been with USAA for 33 years, never a late or missed payment, never an overdraft, and I think my last and only automobile claim was for a couple hundred back in 1982. When you look up “low risk” in the encyclopedia, it has my picture… Anyway, I am one of those who was always singing the praises of USAA over the years and I, too, ignored the warning signs of a formerly excellent organization that got too big and started chasing too many higher risk customers to the detriment of the former core customers. I’ve had two extremely negative experiences this year, one with Mortgages as I started construction of a new home, and later with Property Insurance as I tried to insure it. In both cases, it appeared that the decision makers have been moved behind a wall, well insulated from the annoying customers, protected by 17 layers of middle management, not one of who is empowered to actually make a decision. Essentially, USAA left me standing at the altar twice in a row on this real estate deal, and that’s something I can’t forgive. I have begun the process of moving all my USAA business — banking, credit cards, auto / property / life insurance, investments, you name it — to other firms. After 33 years. I thought it was just me. But I see I am not alone when I look at all the reviews around the Internet instead of just those cherry-picked by USAA on their site...
     
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bcd on 12/02/2012:
As a very satisfied USAA customer I would appreciate details beyond "USAA left me standing at the altar twice in a row on this real estate deal" to assist me in evaluating my relationship with USAA.
bobtuba on 12/03/2012:
OK, you asked for it. ;) I did mortgage pre-approval, filled out all the forms, etc. for our new home. This builder didn't use construction loans, instead, he builds your home on a lot owned by him and sells the whole thing at closing. All along the process, the mortgage people at USAA kept saying yes, yes, no problem. The builder purchased the lot we wanted, the plans were complete, engineering analysis done, etc., and he was ready to start. The last thing he needed was a so-called "plans and specs" appraisal for his own security -- to be sure the house would end up being worth the loan value to avoid difficulties at closing, at which point the appraisal is updated to reflect the actual construction. USAA told me they didn't need a plans and specs appraisal, only one at the end. I explained to them (again) why this was needed, and after weeks of back and forth, they finally ordered the appraisal (I paid for it). Then, after more weeks of delay and no communication from them, I rattle the cage to discover that underwriting had disapproved the appraisal (reason: construction not complete!!) and that was that. All my attempts to talk to someone who could make a decision instead of look at a cookie-cutter checklist were thwarted. I had to scramble to arrange financing elsewhere, at an institution where they understood this simple builder's requirement.
I was going to insure this house with USAA. I previously had a FL policy on another home that was sold. Their rules are you can replace a FL policy with another one for your principal residence within a year. Because of the construction delays, partly caused by USAA, the house was not going to be completely finished within that one year timeframe. I called them months in advance to talk about this and said I was willing to start the policy within the one year even if the house wasn't finished yet. I was reassured every step along the way that it wouldn't be a problem, they would either start the homeowner's policy in time, start a builder's risk policy and convert it to a homeowner's upon completion, or waiver the one year rule. Fine. Everything was fine until it came down to actually doing it. I called to start the homeowner's policy, which was issued and immediately retracted -- disapproved by underwriting (reason: home not yet complete). As I tried to explore the other options suggested to me earlier, all of a sudden I was stonewalled. People bald-faced lied to me repeatedly through this process. Once again, I scrambled to secure insurance elsewhere.
Essentially, in both cases, they said, "Yes yes yes," until such time as they needed to actually deliver something. And then it was suddenly, "No, and don't bother us, we can't help you."
I hope that answers your question!
J Fernandez, Col, USAF on 01/05/2013:
I am a 50 year member, have all insurances, annuities, etc, with USAA. I agree one hundred percent, USAA has gone down the tubes! Does not even resemble to excellent service of the past. I have found that they hire project managers, consultants, who are NOT qualified. USAA has ZERO project managers who are educated and certified PROJECT Managers. They hire consultants who will work for 1/4 of what USAA would be required to be competent salaried staff. Enough said. I have transferred to Randolph Brooks FCU and SSFCU.
T Unit on 03/29/2013:
Unfortunately, it is gratifying to find comments reflecting the true state that a formerly great operation has sunk to. I agree and share my dismay at USAA becoming the same type of operation that the civilians have had to contend with for years. Lawyers, taking on non-military clients,grand general office buildings, high-paid (retired general) executives, etc., have bloated the operation, driven up expenses, and forced them into playing games when it comes to claim processing.
Their banking setup leaves a lot to be desired, too. Many promises, but not so many successes.
So telling is that members have to use sites like this to vent. Although USAA claims to want stories and feedback, they instantly screen and terminate entries that are deemed negative.
younas n on 06/24/2013:
I sure wish I would've read these type of reviews on USAA before opening accounts with them. I regret ever thinking that USAA would be a great institution to do business with.
Pesimist on 07/30/2013:
Yup - I'll have to agree, USAA has gone down the tubes. Not sure why, nor do I care. After 31 years with them, decided to move my brokerage accounts, bank accounts, and most likely insurance to other competitors.

It's a shame because I really like their online banking but, the bad outweighs the good.
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Total Loss Cheats
Posted by on
Rating: 2/51
NEW ORLEANS, LOUISIANA -- When my car was declared a total loss, the total loss department offered me about $3000 below its estimated value by using CCC One (CCC Valuescope previously) Their long report made it seem like they had really calculated the value of my car, but most of the info in the report was not specific to my car. And they use the wholesale value dealers can buy the car for as your value of the car.

Even USAA's used car purchasing program had used vehicles similar to mine for sale for $6000 more than my offer (less offset of $2000 for mileage on my car which would make mine worth $4000 more than offered) When I asked for supervisors name, their answer was "what for?"

I did get the supervisors name and called him and left a voice mail. The original adjuster called me back and asked if I was ready to settle. This department steals from customers/ they like to call them members by trying to force a settlement.
     
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Bill on 08/25/2012:
As much as I hate to say this -- Get a lawyer.
The insurance companies will screw you.
Outsider on 08/25/2012:
They did the same to me. After so long if you don't take what they say, you have to get your totaled car out of the wrecked car lot or pay storage fees. No matter how much you know USAA is screwing you, it makes you take the offer. I hate USAA!
Scott on 08/15/2013:
I am going through that right now with them. My truck was stolen, and they are offering $3k less than THEY said it was worth. How did you get what was owed to you? Did you get a lawyer? I have been a customer for 17 years, not any more. I am switching over to GEICO!!
Mike on 10/26/2013:
going through this right now with USAA. they are offering me $3000 less than kbb and about half of retail value. even went as far as to give me two "comparable" autos sold nearby that don't actually exist
GE on 03/17/2014:
I'm having the same problem with USAA right now, too. It sounds like I'm 'lucky' they're only cheating me out of $1000. The CCCOne report lowered the value with a few left field, super low value cars that have little in common with my damaged one.
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Inconsistent customer service and misleading credit card application
Posted by on
SAN ANTONIO, TEXAS -- I am a non military person joining USAA
Read some great online reviews about USAA and I was interested in their insurance products.
Opened account via there telephone customer service. The customer service agent said that being non military I can use USAA savings and some investments. However, if I have a military direct relative, ( i.e. parent, alive or dead) and could provide their SS number I could have full access to all USAA servvices. So I am off to look for dead fathers SS number.
OK I signup thinking I will get relatives SS number from old records etc.

5 days later. I apply for a credit card. I talk to USAA credit card representative who gives me range of credit scores needed and says I am in ranges for approval. She then says if I should get declined we ( her and I) can work directly with underwriter to review the issues causing decline.
I apply and get declined. She says she is going to talk to underwriter. I suggest they pull other CRA besides equifax, ( I have over 748 FICO on Experian but 655 vantage on equifax). She puts me on hold for 10 minutes comes back and says she is connecting me to another person who is going to help get me approved again I go on hold for about 10 minutes and....
then the line picks up and I hear a PRERECORDED EQUIFAX MESSAGE OFFERING TO SELL ME MY CREDIT REPORT FOR $7.95. I hang up.

I call get a new customer service representative on line and I describe this situation. He says-
a. USAA underwriters never reconsider applications and he is unfamiliar why the prior representative would tell me that
b. USAA will let non military people join and get full benefits but they have to have a direct family member that is both military and a current USAA member.

Conclusion- I appear to have been mislead on account signup and credit application. I was going to USAA to get the benefits of a credit union that cares about its customers. Well I was wrong and judging by the growing number of negative online reviews I should have done more research before being involved.
     
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Alain on 04/30/2011:
Good conclusion about doing some research prior to signing up with a company. From the sound of it, they were giving you a dog and pony show.
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Poor to No Service after USAA Insured struck my vehicle
Posted by on
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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saj80 on 12/17/2010:
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.
momsey on 12/17/2010:
Did you actually get the money from USAA?
leet60 on 12/17/2010:
+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.
clutzycook on 12/17/2010:
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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Poor service originating a mortgage-missed closing date
Posted by on
SAN ANGONIO, TEXAS -- We have had two experiences with USAA Mortgage and it is the most recent that is prompting this review.

Despite fulfilling every request USAA made of us in a timely fashion AND modifying our contract with our seller several times to conform to their requests (needless and redundant requests, accordingly to our real estate attorney), USAA caused us to miss two closing dates and we no longer have a contract. At one point they asked us why certain monies had not transferred--monies that only transfer at closing-a closing they caused us to miss! It is clear that they do not know what happens at closing.

They do not know what they are doing, take days to answer phone calls, and at least in the mortgage services branch of the bank, DO NOT value customer service.

Several years ago I financed a condo through them and was told by my real estate agent that the title agent found them hard to work with. I blew this observation off, because I was so impressed by the customer service in other areas of the company.

However, the nightmare experience we had the last month confirms to me that the phrase"time is of the essence" has no meaning to them and that they could benefit from a trained person to explain their documents to them.

I cannot comment on what percentage of loans they complete without difficulty and what percentage they do a few stupid things with and what percentage they totally flub. However, the fact that they seemed to view their errors as standard operating procedure did not inspire confidence in their quality control.

I suppose whether one chooses them as a mortgage company depends upon how much of a risk-taker one is. As for us, next time we will be a choosing a company where we have a higher certainty of closing on time after weeks of straightforward (as opposed to inexplicable) business dealings.
     
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Alain on 11/25/2010:
Thank you for the warning.
RestaurantGuy on 11/25/2010:
While I use USAA for almost everything when I initiated my mortgage I went with Wells Fargo. Something as big and important as a mortgage you should meet with someone face to face not over the phone orby mail/email. Now I did refinance with USAA and that went very smoothly but that may be due to already having a mortgage loan
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Worst...Mortgage Lender...EVER!!!
Posted by on
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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Does Not Like To Pay Claims
Posted by on
SAN ANTONIO, TEXAS -- USAA makes a great talk but sometimes fails to make the walk.

I will not be renewed on my USAA Home/Fire Insurance.
I will not be renewed on my USAA Renters Insurance.
I will not be renewed on my USAA Auto Insurance.

Why?

I never filed a claim on my renters insurance.
I never filed an accident claim on my auto insurance.
I pay my credit cards.

What is the issue?

A criminal conviction for a family member from 7 years ago. USAA "claims" it has a policy to "weed out undesirables" when it "comes to their attention". Funny how that didn't seem to make a difference way back when they "discovered it" but only after they got my home insurance claims.

How much were all my claims? About $35,000 combined.
I filed a claim on my home for a broken window.
I also had my home broken into and a fire resulted from the break in.

I begged USAA to do something before the Alaskan winter set in. Nope. The fire happened in July 2008. Winter set in in Alaska and outside repairs were delayed so my home freezes up.
How did they run the above claims?
As FOUR(4) SEPARATE claims. I suspected they were stacking the deck by running these separately but I trusted them to take care of me.
Boy, did they take care of me!
My house was vacant from July last year until July this year. Just rented it out this month. (PCS'd to my current location July 2007).
USAA is paying for the damages slowly, but I have already paid most of the costs myself. I do not like owing people who work for me.
USAA obviously resents having to pay for ANY damages.
Granted, it is the USAA underwriting department making the call. Basically they told me to go pound sand.
I admit to looking at this from my point of view only. I am shocked at this happening after all the years I spent with USAA and all the good things I passed on to other service members about the how they were inexpensive and a fair company. Many of their employees are.
     
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Helpful on 07/12/2010:
This sure seems like a fair review.

Best of luck to you.
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Why I will never switch from USAA to Progressive
Posted by on



Top reasons why I will never switch from USAA to Progressive:

1. Clientele: while driving down the highway I was struck from the rear by an inebriated unemployed Progressive driver, who was already on probation for DUI. Its feels good to insure others who would be court-martialed if they behaved like this individual.
2. Clarity: when I call USAA I don’t have to be transferred from a National Office to a local office, and since I don’t need to be transferred I don’t get two different stories about the service they provide. When I call Progressive the national office tells me that they will go wherever I need, service and inspect the car wherever I like and generally accommodate me, but when I call the local office I am told I must go to their body shop during working hours have my car checked out. When I call the national office and ask to speak to someone higher up, they route me to another claims adjuster in the same department who also cannot help. No bureaucracy, that’s why I love USAA.
3. Availability: when I call USAA I am told we will be here all night to help you. My Progressive claims adjuster works only works four days per week.
4. Attitude: when I speak to USAA about my accident they can’t wait to genuinely show concern and look out for my welfare. When I can get a hold of anyone at Progressive I get terse responses and feigned concern. When I come to the Progressive office, the claims adjuster tells the secretary to take my paperwork and lets the secretary try to determine what is happening with my case because she is too busy to see me (though she saw doing a deliberate about face upon seeing me and calls the secretary twice to see if I have gone away yet). When she does come to see me she tells me “You just don’t know how the insurance business works.” Clearly, I don’t know how Progressive works, but I know how USAA does, I am treated with respect, concern and prompt service.
5. Responsibility: When I take the day off work to personally fetch police reports, contact sheriffs departments, rental car companies and bring needed documentation to the office, but am still told that Progressive does not have the documentation to repair my car and that I should contact my insurance company because they can work faster. USAA bends over backward to cover everything, pay out the claim and get my car into the shop though it was no fault of theirs; it consumes their time and resources and involves them unnecessarily.
6. Understanding and Timeliness: USAA understands when I tell them I am leaving at 5AM for predeployment certification training for two weeks and that I will not be able to contact them for two weeks. USAA apologizes for the service that Progressive has provided and stresses that they understand that it is not acceptable to leave my wife without transportation. The progressive claims adjustor tells me after an exterior examination of my car that it is not their fault that I am leaving, that the brake light on my dash must have been on before the accident and that my car should be drivable for my wife. Progressive also suggests that I should use my predeployment leave to fix the car.

In a word USAA understands service.



     
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goduke on 07/07/2010:
First of all, we all know that there are USAA drivers who have been cited for DUI. To suggest that Progressive's customers are somehow a lower class of person is a bit uppity.

Second, it probably has to do with the fact that you are paying them. They are your insurance company. We've seen reports of a very different story when the claimant is against USAA.
AlanMC on 09/19/2010:
I have to laugh, because Progressive is a partner company with USAA, they refer motorcycle and rv owners to them. I use GEICO, after 11 years with USAA, GEICO is better and less expensive for better coverage and better service.
BC on 08/07/2013:
Peter Leiws, Progressive insurance CEO, donated 12.5 million dollars to moveon.org... a left wing communist party organization. Just what USAA is against. USAA needs to drop progressive Insurance Co. just as did!
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