USAA Consumer Reviews - Page 5

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 their 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 services. So I am off to look for dead father's SS number. OK I sign up 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 online 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.

I never had any problem with USAA until now. One day as I tried to log on to do the usual check my account and pay bills, I was denied access. So I call wondering why that was. They said there was a problem in insurance so I talk to them and they could not give me an answer as to why but they ended up fixing my access problem. So a couple of months go by and it happened yet again. So I did the same call, went through the same thing, however this time I asked to speak to manager. I was told that one will get back to me before the end of the day. So I patiently waited, however I still needed to check my balance on my accounts.

I call the automated system to find out, however I did not get any info on my accounts. I was transferred directly to a representative. The representative gave me the info I need and then some, that my accounts were scheduled to be closed in 14 days and that I was no longer "acceptable" to the bank. I had no prior knowledge of this - not a phone call, letter, email - nothing. And in my trying to find out why I wasn't "acceptable" no one could give me a straight answer, and was being tossed around to every department and every manager in USAA except the insurance department.

A couple of days passed and I had yet to receive a call from the insurance manager, so I called and what do you I still have no idea why I am not "acceptable". I am a Specialist in the US Army, I have served my country for 6 yrs. Isn't this the basis of their bank "serving those who serve"? Well I have to say USAA you are a backstabbing, lying institution. And I believe I wasn't the first person you have done this to. I bank with Chase now and I am very happy with them, even though they don't have the products that you provided for me they treat me with respect and have way better customer service as well as easier banking. I will never have to talk to a machine again.

I recently received correspondence from USAA with regards to my credit card. Included with this letter was an arbitration agreement. As a result, since I am not able to opt out of this agreement, I just requested them to cancel my credit card.

I will not do business with a company that systematically takes away my 7th Amendment Constitutional right to a trial by jury. As a former military officer, I was sworn to protect and defend our constitution. Like it or not, the 7th Amendment is part of that Constitution. USAA, of all companies, should support this oath that we all take and not force us into agreements that violate it.

I understand the intent of USAA to discourage frivolous lawsuits. However, our court system has protections built in that prevent frivolous lawsuits from making it very far. USAA should rely on such checks and balances, as opposed to resorting to requiring its members to surrender their Constitutional rights in order to do business with them. I support arbitration as a practice where BOTH parties agree to it, post-dispute. But the current agreement requires members (before any dispute arises) to agree to let USAA solely choose arbitration regardless of whether it is in the member's best interest to do so.

I raised this issue in a previous email with regards to the online agreement and received a letter back from USAA management basically saying "Tough, this is the way it is. Deal with it." I am dealing with it by canceling my account.

Lastly, I have requested a list of all USAA products that I own that require me to agree to pre-dispute, binding, mandatory arbitration. I plan on going through each account and determining whether it makes sense to also cancel those products as well. Bank of America recently changed their policy to not require pre-dispute, binding, mandatory arbitration. USAA should follow suit or plan to lose business to those with more fair business practices.

Please note that this is in regards to USAA Insurance only. All other USAA services have been top notch and they have gone above and beyond my expectations. About six months ago, my wife and her side of her family were on vacation in Florida. Her mom pulled out of a parking space after a White SUV passed and the coast was clear. While she was pulling out, the White SUV stopped and reversed direction, hitting my wife's car, which was only about two to four feet out of the parking space.

There were multiple witnesses and the police report indicated that the driver of the White SUV was at fault. No citations were given since it was on private property. A claims agent was working with us on the claim and we did get an estimate done at the shop of USAA's choice, for around $650. USAA's claims person indicated that the other driver was at fault at some point during the multiple conversations we had.

Since then, the claim was transferred to another claims agent who says the file did not show any history or claim that the other driver was at fault and they were working with the other driver's insurance company. USAA claims that the liability is 50% our fault and 50% the other driver's fault since my mother-in-law was supposed to wait until there was 'reasonable' safety to exit the parking space.

Since when is it OK for an insurance company to contradict a police report that states the other driver is at fault? We have pushed this for months now and are at our last resort, and are considering arbitration. However, USAA says that they only offer 0%, 50% or 100% liability. In other words, if the arbitrators say that it is 51% our fault, then it rounds to 100% our fault and then our rates hike and it stays on our records for a few years. With the 50%/50% option, that would not happen.

However, if we take the 50%/50% option, we must pay our entire deductible and wait for USAA to obtain the other driver's half of his deductible prior to us then getting a refund of half our deductible. Is this common insurance practice? Is it even legal for them to contradict a police report?

DENVER, COLORADO -- 4 1/2 years ago I bought a brand-new car and went with USAA for my insurance. I discussed the policy with their representative over the phone and have been paying my premiums ever since. As I paid cash for the car, I was very happy to know I was covered. I keep the medical bill coverage as high as it goes, I have road-side assistance, I have "Comprehensive" -- I use that term loosely as it means very little -- I'm even covered if a drunken moose or a band of rabid squirrels attacks my car (that comes under Comprehensive). I have everything covered -- or so I thought.

One night a few weeks ago, my car was hit by a drunk. Not a drunken moose or other form of wildlife -- then I would have been okay -- but by some dumb drunk who ran into my car as it was parked outside in the middle of the night. Luckily for me I had insurance.

Unluckily, I had USAA. When I called, I was informed that my car is not, nor has ever been, covered. I asked how this could be and was told that I was signed up for what I was signed up for, so sorry, there's nothing they could do about it. I told the lady that when I first got insurance with USAA, I spoke with their representative and have always been under the impression I had everything covered.

Why didn't the representative tell me my car wasn't covered? I also asked why she might think I would have absolutely all the coverage available except the replacement or repair of the car -- on a paid-in-full $27,000 car?! She thought it was a little strange but, so sorry, there was nothing she could do. Now I'm stuck with $3000 in repairs and the same lousy insurance company. I have to keep paying the same useless company that caused my problem. Apparently, I have to wait 'til the end of the "term" to drop them.

Apparently, somewhere I agreed to that too. They must have mentioned it at the same time they explained that their car insurance doesn't actually insure the car. I have been assured now, of course, that I'm 100% covered. I don't know how true that is. As I can't take their word for it, I guess I'll find out the next time somebody hits me.

I've reported these dirtbags to the FTC, the Office of Thrift Supervision, and the Comptroller of Currency. USAA cashed checks but did not deposit into anyone's account but their own. Seriously! They said they were "unsure" of which account to deposit the funds into, so they put the $$$ into a "holding account". The person whose name was on the check was never contacted, the Payor was never contacted. Two months went by (I was overseas and assumed all was OK). They were just going to keep the money for themselves.

Bait & switch on a credit card rate: I already have one card through USAA with a current rate of 8.9%. Applied for another one with an advertised rate of 7.75%. They approved it for 11.99%, ha ha HA. I sent online inquiry, they tell me my rate is based on many factors, and that is the best rate that I qualify for. And then why do I have another card with you with an 8.9% rate? Their reasons are total BS, I have perfect, stellar, above average credit. My credit score is 781 for God's sakes, how can I qualify for anything less than the best rate?

USAA is using its past reputation as a decent company to put the screws to its current, loyal-blind customers. Despicable, unethical, and downright illegal practices are their current standards of practice. Stay away!!! I cannot wait to hear what comes of the official complaints against them. I'm sure any valid investigation will find that I am hardly the only one USAA has breached their fiduciary duties to and harmed with illegal practices. I urge anyone else who has had similar issues to report them as well, and don't forget the Dept of Insurance in your state if you've been wronged by them in that category (as many have).

ATLANTA, GEORGIA -- What a joke! I have changed my perception of the company, after a 16-yr USAA insuree out at 9:30 pm with nobody on the road except for me and one other vehicle, ends up rear ending my 2008 Lexus, with my 8 month old in the car. To begin, the customer service is very over-rated. I had to consistently call them to get anyone to return a call, so customer service at their corporate office or call center is terrible. If you, USAA, can't do the job in an efficient and courteous manner then OUTSOURCE. I would rather have somebody I can't understand help me out than get no assistance at all or late responses.

Now onto the adjuster, so this woman comes out to assess the damage on my vehicle and tells me that the repairs are worth only at $685. I am fine with that b/c even I figured it wasn't that bad, a minor fender bender. So I take it in and the body shop tells me there is more than what she figured and it would be about $1600. Still no big deal, b/c the body shop normally has higher margins on insurance work than an average consumer walking in. The body shop goes back and gets a supplement, which is approved, still no big deal. Then out of the blue I get a call from the adjuster stating that I owe about $80.

Now this is what is funny. I ask why and the adjuster states that they are not responsible for betterment of a vehicle. Well again no big deal, but I tell her to simply fix her portion and leave anything that is not related to accident as is. She comes back and states she can't do the paintwork without fixing a few scratches that were already there. I simply laugh and say fine. Now $80 is not real money today and has little buying power but if you are a reputable company why would you simply not pay for such an insignificant amount?

This entire accident is the fault of someone who pays you a premium and I have been inconvenienced due to your insuree. Honestly, I feel bad for such a poor company. It really is hard times, not for the consumer but for the company also. In fact, after such poor service, I wouldn't feel bad if the company pulled a Circuit City. Although, I would be unhappy for those who really put in hard work to help better the company.

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.

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 homeowners 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!!!

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...