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USAA - Page 3

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1.8 out of 5, based on 17 ratings and
58 reviews & complaints.

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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 2014-06-19:
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 2013-12-09:
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 2013-09-08:
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 2012-11-19:
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 2012-11-19:
often times, if there are not enough funds to cover the check deposited, the hold will be placed.
trmn8r on 2012-11-20:
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 2012-11-21:
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 2012-11-02:
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 2012-11-02:
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 2012-07-16:
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 2012-07-17:
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 2012-07-17:
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 2012-07-17:
Why are they asking for your ID verification now, instead of when you were applying to open the account?
JDnHuntsvilleAL on 2013-06-07:
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.
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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.
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These people are WAY TOO SECRETIVE to my mind. UNTRUSTWORTHY.
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Don't want a mortgage go to USAA they will guarantee no mortgage
Posted by on
COLORADO -- USAA does not do any mortgage, its US Bank that does it for them they are just a bunch incompetent pencil pushing processors from your first contact to everybody above them, One day they ask for one thing the next day they tell It's not good. they send you pre-approval documents all incorrect, they calculate income to debt ratio and then tell its wrong and you don't qualify. they want you to pay all credit off and then cancel your credit cards. 2 days before closing they tell you were denied after telling you day earlier everything is approved just waiting for appraisal. If you want to waste time and money go To USAA they know how to do it, they say they want help the armed forces and family's that's a JOKE. Service they have not a clue what service is. CORPORATE IS EVEN LESS USEFUL. they should be ashamed of themselves.
     
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madconsumer on 2011-12-17:
sounds like a horrible ordeal. will you miss out on your purchase because of this?
dan gordon on 2011-12-17:
this is the state of the mortgage industry today. They all do 'automated' approvals. You put in the numbers and the computer says your approved. Then they submit it to a underwriter who will come up with multiple more things they want you to do. Its not USAA but Fannie Mae and Freddie Mac who come up with these requirements. Since almost all lenders want to sell their loans they must be FM or FM approved. I'm going through the same thing right now so don't feel alone.
DebtorBasher on 2011-12-17:
Whatever you do, DO NOT go to CHASE!
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USAA-Pray you are never hit by one of their insured
Posted by on
WASHINGTON -- My kids were driving my car (22 & 15 yrs old) on August 4, 2011 and were rear ended by a USAA insured driver. Turns out the driver had earlier been to the dentist and was put under for a procedure, then went to a local bar and admitted to have 4 beers. USAA picked up my car a week later then finally gave me a rental 5 days later. After 2 weeks of hearing nothing from USAA on my car after numerous attempts I finally found my car. It was set to be auctioned off! I had it towed to a repair shop where It was evaluated and repaired. I had told USAA that I DID NOT want the car back if there was any frame damage. Well, guess what ... it was repaired and I found out that the frame was repaired. My car is now worth absolutely nothing and no one will take it. I filed a diminished value claim with USAA and they are saying that I have no claim that the accident and frame damage did not result in any loss of value. Oh and did I mention that I did not get my car back until 9/16/2011!!!! My kids are still in therapy, hired a lawyer, figured if USAA is willing to put a car back on the road with frame damage they are not going to care about my kids. Pray you are never hit by an insured by USAA, nothing but headaches and heartaches. My son who is 15 won't even get back in the car. I hired a company to do a market evaluation and USAA discounted that and has not changed their position. Lucky me, driving a car with frame damage.
     
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Kris10 on 2011-10-25:
Have you tried going through your insurance? I know it wasn't your fault, but usually your insurance company will help out in a situation like this. If you have a local agent, call them and explain the situation.
billbl on 2011-10-25:
You're right about USAA. Horrendous company.
About 8 yrs ago I was hit by a USAA policy holder.
Nightmare! They only wanted to repair at substandard shop. I fought and fought and my body shop fought and they finally relented and allowed repair by an authorized Acura bodyshop.
They also wanted me to sign a waiver that I would not later sue them for medical treatment. They tried to hold up payment to the body shop until I signed. I finally had to threaten them with a lawsuit before they would release the car.

Best advice -- find a lawyer and get everything you can to even out the under value issue.

Good Luck,
Insurance companies have loads of lawyers you should have at least one.
At Your Service on 2011-10-25:
Interesting review. According to it, it was you that retrieved the car and had it repaired -- not USAA. So what would USAA have to do with that portion of the issue?

I hope your family is doing better.
breat12 on 2012-03-13:
Same thing, my sister was hit by a USAA insured person. He was txting on the phone when it happen. It was even in the police report lol. He claim all responsablity for everything and even paid out his pocket a rental car for her. And here comes USAA boy boy, That had a lie dector for the officer who wrote the report. Needless to say my sister waited 4 months to get her car fixed while USAA fix the other car in two weeks. Our family lawyer got involved and needless to say my sister got a new car USAA footed the bill.
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