USAA - Page 3

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

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USAA Will Not Look Out for Service Members
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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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Wrong Advertising
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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
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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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Locked Out Of Account
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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
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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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Legalized Extortion
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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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Hold on Funds!!
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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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They dropped my auto insurance without telling me!!!
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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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Absolutely Criminal
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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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Inconsistent customer service and misleading credit card application
By -

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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