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Stay Away From USAA......All Your Funds Will Be Frozen At Some Point
Posted by on
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 SEPARATE 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'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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skeletons on 12/04/2009:
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.
Anonymous on 12/05/2009:
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?
madconsumer on 12/05/2009:
if one has the same address as someone who is suspected of illegal activities, you are guilty by association.
RestaurantGuy on 12/05/2009:
Lady USAA is a military bank. You have to be active or retired military (or a dependent)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
Principissa on 12/05/2009:
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.
Anonymous on 12/05/2009:
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 didn't go through so I tried another account.....they locked me out of it even though the funds went through, so I had to show them proof that it was in fact my account withdrawn biggie, they are just protecting themselves. I got it all taken care of and my funds released.
moneybags on 12/05/2009:
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.
skeletons on 12/06/2009:
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.
PepperElf on 12/06/2009:
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
skeletons on 12/06/2009:
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.
PepperElf on 12/06/2009:
I take it there won't be any lawyers then?
skeletons on 12/06/2009:
this site is to post my 3 cents...well that was it...I don't agree with the practices of USAA...period.....if you don't 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.....
skeletons on 12/06/2009:
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 far as a lawyer goes...we shall see....that of course is an option, however, I am still trying to obtain my funds.
PepperElf on 12/06/2009:
OK so all is not lost then.
might be the best way to do it
skeletons on 12/06/2009:
yea...until then I don't have any money available to 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.
Anonymous on 12/06/2009:
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.
skeletons on 12/06/2009:
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.
skeletons on 12/06/2009:
the key idea that here is my account is frozen on behalf of a deposit my fiancee made into his own account. We have SEPARATE 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.

Anonymous on 12/07/2009:
You said yourself you sand your man have the same address on your accounts. THAT is the link. NUFF said.
OV1 on 06/16/2010:
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 have 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.
AlanMC on 09/19/2010:
Every person who is single and deployed has the same address, so in your opinion 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 separately even if they are married and live at the same address
LuckyArmylady on 09/23/2010:
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 through 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
Skye on 09/23/2010:
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.
MacklinC on 07/16/2012:
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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USAA Will Not Look Out for Service Members
Posted by on
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 to 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 hole 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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bcd on 10/04/2014:
Your insurance agreement probably covered 30 days of car rental but you expect them to pay more. That is an unreasonable request.

I had a similar experience with USAA. I paid the difference because a deal is a deal.
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Wrong Advertising
Posted by on
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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Unfair USAA bashing from various complaint sites
Posted by on
Rating: 5/51
SAN ANTONIO, TEXAS -- Read a lot of people bashing USAA. They must not have been dealing with the USAA I deal with. Quick bullets, or I would be on here an hour! I"m a 24 yr AF Master Sgt. joined USAA as soon as they started taking Select Enlisted as customers.

My house robbed, no pics or receipts ..... Claim fairly settled in 5 days

Easiest mortgage ever x two.... VA first, then conv refi 15 yr fixed, 3.75 percent... Even came to my house at my time to get papers signed....... super simple and really amazing

Had family Emerg, needed 15k fast, called USAA asked for pers loan. Approved in 5 minutes (honestly) and FedEx to me next day for $6.00.

No need to keep boring you with my situation, though overseas issues and foreign wife created some other dizzy issues dealing with USAA, All ended fairly and fast! One last thing, love investing with them. All USAA employees get paid by hour or Salary.... NO one gets commission
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Max on 06/19/2014:
Glad to hear how good your experience was. This from a company that was for officers only. After many years they opened it to active enlisted and several years ago to retired enlisted. As a retired AF SMS thought I'd get a quote for auto insurance as Consumer Reports rated them as #1 and positive reviews. For exact same coverage I have w/GEICO it was $72 more per month w/USAA. Clean driving record. It pays to shop around. Persons I talked to were polite.
BTW 24 year old AF E7 pretty impressive.
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Locked Out Of Account
Posted by on
Rating: 2/51
SAN ANTONIAL, TEXAS -- USAA has locked me out of my accounts. I have auto and Homeowners insurance as well as banking services. One day, I was trying to log into my account and it said your account is locked and you need to call the fraud dept. Fraud Dept said it can't id me. Now that's funny, they had no problem id'ing me when I opened up my accounts with them.

So far, it has been 1 week and 10 phone calls to them. They asked me to send them some documents which I did. It cost me around $5.00 to fax them to them. I waited 3 more business days and they said they did not receive the documents. Now this is funny as I have proof that I faxed it to them.

They change their stories like people change their socks. Every time you talk with someone they never give you the same answer. So now, I will have to wait until next Wednesday, 5 March and see what they say this time.

They have no problem taking your money, they just have issues allowing you to use your money. I have spent over 22 years defending this country only to be taken advantage of a company who claims to help vets. All I can say is when I get my accounts back I'm gone.
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Horrible Customer Service; Fee Gougers
Posted by on
Rating: 1/51
SAN ANTONIO, TEXAS -- I have been a member with USAA for over 12 years. The last several months have been a total mess with our insurance policies. Suddenly they decided to start charging me rates for a child with a license even though my child does not have a license. In trying to straighten this out, my auto payments were halted since the payments were so screwed up and the amount was literally changing from month to month by hundreds of dollars. I paid my December bill 4 days early. USAA then still attempted to take the payment from my account twice - both times resulting in a $29 fee - $58 total fee, because the payment was not there to take as it had already been paid early. They refuse to refund me the fees, the bank blaming the insurance side, the insurance side blaming the bank side. Both representatives I spoke to were very snotty.

The insurance representative told me that "payment was halted because you couldn't pay it on time" when in fact the payments were halted due to errors made by USAA, not me. USAA has NEVER not gotten my insurance payment. USAA has gotten too money-hungry and sees the military as a fantastic way to feed that hunger. This is not the first issue I have had with them, which is why over the years my accounts with them have gotten smaller and smaller. I will now be closing all accounts with them.
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Soaring Consumer on 12/09/2013:
I suggest filing a complaint with your state's insurance commissioner.
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Legalized Extortion
Posted by on
Rating: 1/51
COLORADO SPRINGS, COLORADO -- I joined USAA after hearing that they were a great company with great customer satisfaction. I served eight years in the military and had heard some good things about them years ago. I called them and compared my current home owners and auto policy rates against what they could offer. They saved me some money, though not a lot. Still they seemed very helpful and were very courteous on the phone.

All the discounts they gave my family were based on us moving over all our insurance policies and opening a checking/savings account with them. For the first year, things were great. Then they did a ‘policy review’ over the phone and a month later my auto insurance increased from $280 a month to $391, which is a $1,332 annual increase. This increase was done without any notification or justification. So I called to find out why. They were unable to tell me why there was an increase. All the drivers on the policy were the same, all the vehicles were the same, and there were no accidents, claims, or traffic violations. They said sometimes the insurance just goes up and that even the actuaries can’t tell you why? Really! I have had policies with three other insurance providers and none of them ever raised my rates without notifying me first and explaining the reasons for the increase.

I am severely disappointed in USAA and would tell everyone, military or not, DO NOT insure with this company! They basically hook you and then try to extort money from you through premium increases that they can’t explain nor justify. I wish someone would have warned me. STAY AWAY!!!
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Jun on 09/08/2013:
Yes agree it happen with me this week after 5 years I've cut them off everything. Now new bank and auto insurance. They will creep on you
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Hold on Funds!!
Posted by on
Rating: 2/51
SAN ANTONIO, TEXAS -- USAA again put a partial 5 day hold on a $700 check I deposited in my son's account. The check was drawn form a bank in San Antonio and the check cleared the next day. This seems to me like stealing from their customers as they have fund at their disposal for 4 days. Multiply this by the thousands and you understand the reward the bank has from this. I have been a customer of USAA for over 30 years but according to them this has no bearing on their policies. Very disappointed with their treatment!!!
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CUontheFlipSide on 11/19/2012:
The law is very specific as to the reasons a check can be held. The account may be new, the account holder may have a bad record, and there may be reason to believe the check might not clear.

The amount of money they generate on $700 for 4 days is too small to be measured, The smount of money they lose every year by being forced to give availability for a check which still can be returned, is staggering.

Hopefully this is just because your son's account is new. The new account period passes prretty quickly. All this was disclosed to your son when he opened the account.
madconsumer on 11/19/2012:
often times, if there are not enough funds to cover the check deposited, the hold will be placed.
trmn8r on 11/20/2012:
I highly doubt USAA did this as part of a larger scheme to make money off a holding period. It is much more likely there is something about your son's account that resulted in the hold.

Did you ask them for an explanation? Come to think of it, it is your son's account. Maybe this is the reason.
olie on 11/21/2012:
I've personally deposited a "cash advance check" from a credit card company. My small, locally-owned bank immediately released an amount equal to the current balance of my account. The rest of the check was subject to a hold like you described.

Let's say the CC check was for $2500. I had $1000 already in my account. The bank would immediately make the first $1000 available--even as cash. The other $1500 would be available in a few business days.

This is done to protect the account holder from fraudulent checks, as well as protect the bank.
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They dropped my auto insurance without telling me!!!
Posted by on
Rating: 2/51
BOYD, TEXAS -- USAA auto insurance decided to drop me in July without notifying me. I also had a homeowners policy with them as well which gets paid through escrow. To my knowledge I still had auto insurance as I had been making payments. Well in October I got a letter from the state of Texas saying I wasn't insured. So I called USAA up thinking it was a mistake. I was wrong! Apparently I had been paying on the homeowners insurance because the decided not to renew my auto policy! Yes I had a couple of accidents because of a undiagnosed medical condition(which has been taken care of for 3yrs now and I haven't had one since). This was there reason for not renewing. But on top of that, I find out they recently changed their policies so they no longer have to call their customers if they decide to drop them. They only get a letter! Oh and they also told me that between when my policy was to expire and be re-newed, they changed all this and blamed me for it? It took 4 days for the underwriter to get back to me(I tried to get it re-newed) and though they couldn't answer my questions about why I was dropped, they wouldn't reinstate my policy either. Just beware that they are a high maintenance insurance company and if you have an accident they are quick to total your vehicle and up your monthly bill whether they have to pay out or not.
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Bill on 11/02/2012:
Contact your state insurance commissioner. There's no way they can drop you without notifying you nor would any insurance do that. It's too great a liability for the insurance company. Any competent lawyer could take them to the cleaners if you had an accident during this period.
Something is missing from this complaint.
They wouldn't call you they would send you a letter probably registered so you have to sign for it.
madconsumer on 11/02/2012:
geico did this to me as well after I was run off the road by a drunk driver. because the drunk did not hit 'my' vehicle, geico considered the accident my fault, despite the witnesses statements. fortunately, the drunk was hauled off to jail, and his car was totaled. when I inquired to the insurance commission, they stated it was the insurance carriers privilege to cancel a policy with no notice if they consider the insured, me, an un-safe driver. now 14 years later, no accidents, no tickets, nada.
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Absolutely Criminal
Posted by on
Rating: 1/51
SAN ANTONIO, TEXAS -- I opened a checking account with USAA several months ago. I was put off by the customer service. It would seem there are two teams. The first team that you receive when calling is very nice but can do very little. No matter what your problem, you will have to be transferred to another department and that's when things get really weird.

My account was frozen because they said they needed to see my ID. I sent it to them, then they said they need to see my Social Security card. 4 weeks later they say they need to see my Army paper ... I was never in the Army. I am no closer to receiving my money than I was 4 weeks ago. The people in the verification department are very rude and it's pretty clear that they could not care any less.

If any person did this to another person they would be in jail but, it's a bank ... so they can get away with it. Do a Google search and see how many people they have done this to.
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raven2010 on 07/16/2012:
USAA is specifically for military members ( former and current) and their families.

Are they perhaps not being clear regarding the documentation they need from you? Regardless, they should not be holding on to funds you have in the account.
KevinTX on 07/17/2012:
Hmm, I imagine a phone call to a USAA rep would be in order, maybe once you have cooled off a bit. I have been a member for almost 30 years now and they have ALWAYS been the most helpful agency ever. Also, they will respond to your post on their Facebook wall quickly.
Bill on 07/17/2012:
USAA is no longer just for the military. I have a USAA visa card for 10 years now and I've never been in the military. They also offer auto insurance.
I've never had a problem with them except once I was in an accident with a person insured by USAA (their fault) and they were kind of a PITA to deal with.
DebtorBasher on 07/17/2012:
Why are they asking for your ID verification now, instead of when you were applying to open the account?
JDnHuntsvilleAL on 06/07/2013:
I'm glad now I'm not joining. I REFUSE because I am NOT going to join, giving them my SSN, JUST TO GET A QUOTE.
Now they say they must SEE your SSN card? Who keeps their SSN card anymore? It's not necessary. I have no idea where my card is.
These people are WAY TOO SECRETIVE to my mind. UNTRUSTWORTHY.
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