USAA Insurance Complaint - What's Really Going On?
CALIFORNIA -- I've ask myself on several occasions if some CSR with USAA have a personal grudge against me. Does a USSA CSR possibly know me and is purposely trying to make a life a living hell? I even gave USAA the benefit at one point, believing it's possible I could have make an online-mistake, but now I know better. USAA just did not want my business. After being a "loyal" customer for over 10 years, I’ve chosen to cancel both my auto and renters insurance with this company because of their lack of integrity. My complaint is not complicated. It's simple. USAA attempted to deduct a premium out of my account (auto-pay) on a date my premium was not even due. To top this off, the amount of the premium was incorrect. USAA did not apologize for this incident, only stating it was not fault due to USAA (indicating me) and that I requested an auto payment of this amount to be taken out. Ok.
So I was having trouble online one evening and immediately contacted a USAA CSR and told her I was having difficulties online. The USAA CSR assisted me, making me feel confident that the online problem I was having had been taken care of. One week later, USAA tried to deduct the funds from my account. Sure USAA did one thing right, they told me, as a “courtesy” they would remove their $15.00 fee for non-sufficient funds, but would not reimburse my bank fees. Ok. So I took the bank fee loss. After speaking to another USAA CSR I was assured a date and a premium amount would be deducted from my account a certain day (usually the same day monthly), low and behold, they did it to me again. Stating my premium was due, this time on another date. WTF (excuse my language). I immediately contacted USAA AGAIN and ask why? what? how? when? I let them know this time I had proof!
I had proof with the date and amount that was due to be taken out. I had covered myself this time…accordingly to USAA, NOT. What more did I need as proof?! I had printed the page from USAA’s website with my premiums due date and amount. After feeling confident about having my so-called proof, a USAA CSR prompted me to a another screen online with a new document. This document clearly stated a different due date from the one I had printed less than 3 weeks prior to USAA uploading this “new” document along with a new due date. I did not receive an email from USAA stating I had a new document online to view. However, USAA did do the right thing again, - they waived the $15.00 fee from their end, stating it’s a "courtesy" fee waiver --- again. How about my bank fee?! How about reimbursing me those fees!?
As far as I'm concerned, USAA didn't do me a "courtesy" by not charging me $15.00 on both occasions it clearly being fault of their own. I wish USAA would have showed some type of integrity --- they should have done what was right. I've chosen not to renew my auto insurance with USAA and cancelled my renters insurance as well. I'm staring to think maybe they'll be looking for a bailout by presenting statistics to Congress showing how this recession has caused them to lose customers/business. This was not the case with me. USAA simply did not want my business anymore. They’ll sure make it look good on paper since I was the one that cancelled. What did I have to do? Should I have continued to allow them to deduct premiums that weren’t due? I don’t think so. I know USAA just didn’t want little old me as a customer. USAA is a company who'd “cook their books” at anyone’s expense.