USAA Customer Service Complaints - page 2

As a customer for over 5 years with USAA I am writing to state that USAA has a lot to learn about treating and retaining their customers.

USAA raised my monthly bill of $309.37 for my bundled insurance to $450.23 and did not even provide a courtesy call to notify me of the $140.86 increase in my monthly bill!

Because USAA did not notify me of the MASSIVE INCREASE and expect their customers to always be reviewing their bill online I had an overdraft fee in my checking account of $32.00 so I called my bank and asked what the overdraft fee was for and was informed USAA was attempting to collect a payment.

I then called USAA and was informed my bundled insurance had increased the $140.86 per month due to a rate increase in Florida and due to 2 small bumper accidents and I stated I was not informed of the major increase and was told that was my responsibility to which I replied I was expecting the $309.37 payment but had I known I would have had the proper amount in my account and would not have had the overdraft fee.

Then I asked to have my policy reviewed and reduced my bundled insurance to $367.01 but eliminating coverages.

I then asked since I was not informed of the ridiculous increase and the overdraft fee could I only pay the $367.01 past due amount instead of the $450.23 I was informed since my payment showed paid the representative could not do anything to which I replied I have already received the overdraft so you have not received payment. She then stated I would have to call in after about 5 days.

During that time period I received another overdraft fee of $32.00 so then I called back in and was told there was nothing to the USAA could do so I asked to be forwarded to corporate.

I received a call from Christine of the Advocate Resolution Team and being more of a waste of my time.

I explained how I had attempted to resolve the issue multiple times and because of the incompetence of USAA It cost me $83.22 difference between the $450.23 ridiculous increase and the $367.01 new payment after I reduced my coverages!

I have spent over 4 hours on the phone speaking with USAA representatives to try to resolve this matter after the first $32 overdraft fee.

USAA is incompetent and I will be leaving USAA and will tell people of my experience.

Thank you for wasting my time!!!

USAA's web site is not user friendly. It lacks an email address requiring a phone call only during business ours. It's impossible to talk to a human being.. The site sends you in circles when trying to log on. No inquiries are answered unless you log on when logging on is the problem. Customer service for contact is similar to Military Intelligence, it's an oxymoron.

USAA used to be a terrific insurance provider. We have been with them for 49 years. Recently we had a homeowners claim, and the claims service has been atrocious. I now see that USAA has moved into the bottom of the insurance company pack in terms of claims service. I cannot get return phone calls from the adjuster, nor her supervisor/manager. This company has gone down the tubes, and I advise all to steer clear -- there are now better ones out there.

3o years with USAA auto ?!!!Called to drop,and add a new auto..Was told they have to send a 4 digit code to my phone on record, to do so..That phone ?being a Trac phone quit working/ won't charge..Told to go to a sight to verify my identity!!!Found site on my computer, but can not find on my phone where a have photos of my drivers license!!Called them back to verify how many years have I been with them..The lady said she would send a 4- digit code to my phone!!! For about $200.00 more a year I'm going with Farmers Insurance!!!!You lost all my faith in you USAA..Goodbye,and good ridense!!!!

USAA has become the complete opposite of what they purported to originally be, which was a trusting and supporting institution for service members with unique needs. However, in reality, they do not support or care about military members, its a facade and the truth is on front street for those with eyes to see! They are a group of ratchet, vampires who are sucking the life force, energy and financial resources right out of service members.
Because they are not forced to do anything of any intrinsic value to earn or keep your business. This is why despite numerous complaints the underlying problem(s) of how this entity treats its members persist. We must teach them a lesson that they can not recover from by doing the following: change your direct deposit, get rid of their credit cards, transfer your balances, pay cash for everything, get rid of their life insurance and any/all of their products. Because they have corrupted every single product available to members anyway, so learn from our mistakes and get rid of them. For example, our auto insurance went up 50 percent with zero accidents or teenagers times 25 plus years, homeowners insurance increased, flood insurance increased, credit card balance not competitive and erronous deliquent payment after 25 years. Life insurance policy rejected and all premiums "illegally" shot up immediately for to a non life threatening common issue, outsourced mortgage and IRA. Worst of all, the customer reps are disgusting, inarticulate, inexperienced, disingenuous, rude and mostly trained to be curt and to get you off of the phone, as quickly as possible. This is because their wealth of personal problems blinds them from givimg a damn about your needs. Recently, they are scraping the bottom of the barrel with these hires with bad foreign accents, hood ratchet women with a short fuses, divorced Southern bells, liberals with questionable character and feminized sounding fellas! No offense, to each their own, but are these folks truly reprsentative of the traditional military family and our rich culture? Additionally they have also quietly been forced to payout millions in numerous fines and penalties for criminal behavior such as bank fraud like stealing premiums from the lower enlisted to support the commissioned and doubled life insurance premiums. The reality is everyone can not be whistling dixie, as such, why use this platform to shame them for a split second. Use it to crush them and they will be forced to revamp their useless institution or go ahead and fail. Furthermore, this is a Shitma year and basically that means a potential for finacial collapse, so not having "local access" to your money may prove detrimental to your family and livlihood. In closing, you are all worthy of respect and the utmost admiration, so why settle for less. They will fail, fall and /or hire a new brown face to support the changing demograhics but collectivley if we exert our will, whether you have five dollars or five million to your name, their only true power which is by the numbers will be gone! PS Do not register your children with them either, some banks have been creating dummy accounts in diffferent names to give the illusion of a stronger portfolio and to dabble in amassing more derivatives!

My husband and I have been members of Usaa for over 24 years. More our 2 home insurance policies and auto policies too have been with Usaa for over 24 years. My family and I are tied of feeling threatened with being kicked out of our hotel while waiting for own gone to be repaired due to a water flood in June 22 2023. They seem to forget the following timeline:
1. June 22 we contacted Ussa put in a claim, we being my husband and I immediately contacted ServPro to mitigate our water damage.
2. It took Servpro approximately
two weeks to dry out our home.
3. IN JULY APPROXIMATELY FIRST or second WEEK USAA assigned their preferred contactor to review the damages and meet with us in our HOME.
4. AFTER MEETING WITH HIM We decided to meet with another contractor of our choosing.
As took to our claims insurance adjuster that we decided to change contractor.
5. Ussa insurance agent assigned to us agreed with our choice and approve his proposal on the same day. Our claims adjuster was also advised the the company contractor we decided to work with would need two weeks to assign to us our individual contactor that would would with us to ake necessary repairs on our home.
6. We are now approximately in the last week of July. Our home does not have any flooring or operating bathroom because water mitigation removed all flooring to lessen mold build up. Our USSA claims adjuster being informed step by step.
7.we have just completed top of line material to remodeling our bathroom before the floor, including top if line flooring of entire flooring for our home.
8. Our home owners policy states our housing in hotel is unlimited but every week usaa our insurance agent threatened to through us out. I have also spoken with his manager and she too has threatened to leave us homeless. WE have been working with our contractor and we have sent him approximately 12 to 15 floor options that are kind of similar to what we had. Our usaa Claims agent and manager are aware of this and they also spoke with our contractor last week, that told them that he has our options and that he is getting quotes. Usaa agent and manager said regardless this is our last week if my contractor does not finalize choice. Everytime that we speak with our adjuster or his Manager the very first think they mention to us is that they have spend to much money on our hotel stay and that my contactor must have give timeliness or we are homeless. I usaa is not concern with our family, no empathy of what we are going through. We are so disappointed and my wife has panic attacks every time she has to speak with them. At this point if consideration and understanding is not given to our family we will have no other choice but to find another insurance company AFTER this nightmare is over. At this point the way we are being treated Navy Federal Credit union may be our alternative option. Please contact us asap because on September 17th again they have threatened to stop paying for our hotel stay.
We have done what has been requested by ussa the threats must stop!

My husband had USSA coverage before we married 52 years ago. We have thought USAA was wonderful. I was MOST dissatisfied with their "service" today. I spent about an hour around 1:00 today on the phone today trying to find out why no one was responding to the request made last night about 8:00 for towing. I will say the incompetent, poor speakers of English were generally courteous. I repeated the same information numerous times and was referred to various people who put me on hold, asked the same questions again and again and referred me to other people. I am very frustrated and extremely frustrated with USAA!!!

Attempting to file a homeowners claim, first one, and can't get a straight answer out of them as to how much pay out for my home claim. Different people I have to talk to and everyone is indifferent to me and not helpful at all. My husband committed suicide here in home and they are not sensitive and room is still the same, but now I'm getting little bugs in my house because I can't get money to clean up and buy new carpet and couch!!!! Windows were replaced but I still need to pay for them! They are just MEAN and nasty about paying out funds. We have had their insurance for forty years and not used it till now!!!!

Worst ins co ever, Took 5 months to get a simple claim done and only after my lawyer took yhem to court

They are holding my money. They refuse to let me speak to a manager. They are not following Federal policies. They have terrible customer service. I spoke to Anthony employee number is r1397 who claimed that his manager David refused to speak to me. Then I spoke to Roselyn employee number 0d105 who continued to argue with me. Refusing to let me speak to anyone above her. 3 hours on the phone was just a waist of time and got me no where.

Very poor and impersonal service. Gigged me for 15 dollar late fee
One email I missed.no text. They could text me forms early on, but no! Let it slip by collect the pittance. Talked to three people on the phone
This is a very impersonal and uncaring outfit in my opinion. I am dropping them very soon! The little clerical issue with my debit card was no problem to bypass for three other entities that draw from my account
My father was ww2 for 4 years. Living and 102 years old. One brother a marine in Vietnam never the same after his time there. I served early on in army desert storm. My brother was in the navy. No conflict at that time. Our family has given plenty. This company that professes caring. Seems in word only
It is not about 15 dollars. It is the principle! Keep your junk mail usaa. No service to me

Have been with USAA for 37 years. Service has never been this poor. If there are any changes needed to your policy that are not standard changes - good luck because you do not have dedicated agents. Farmers and Progressive are a little more expensive but have better response.

I was hit by a USAA policyholder on June 5, 2022. I filed a claim with them online within 30 minutes after the accident. Since then, the online portal to view my claim has been updated twice, and only after I contacted them both times. They are claiming only 50% responsibility, even though the insured admitted fault. USAA contacted my insurance company and filed a claim. It is very difficult to get a representative on the line to discuss this in person. Meanwhile, it is July 15 and my car is still damaged and the balance is off, making it difficult to drive over 45 mph. I don't understand how this company stays in business with the terrible service and reviews.

23 years with USAA only to be told it's a technical thing

On Thursday June 30th I made two payments on my USAA signature Visa. I've done this every month for over 5 years. When I completed my payments the system showed my balance was now $0. The next day Friday Jul 1st I went in to check my accounts and low and behold my credit card balance was back to where it was prior to my payments. I then looked at the transaction record which showed after my 2 payments, 2 additional payments were posted. Then 4 adjustments from USAA reversing the payments. However, the money was not returned to my USAA bank accounts where the payments originated. I let that ride the rest of the day expecting it might have just been something temporary or I would receive some kind of notice.

The next day Saturday, July 2nd, I called USAA... 3 hours on the phone, 2 hang ups while on hold and no answers as to where $4500 went. Seriously, 5 separate representatives hour wait times, call backs and then, that's right....no answers. Finally, another 30 minutes and I reached someone who assured me that USAA is aware and the situation would be resolved. But, she had no idea as to why this happened. I asked that a complaint/question be sent to Member Advocacy so I might have an opportunity to maybe get some additional clarity and provide some retrain opportunities for those reps that hung up and didn't even attempt calling me back.

Today, Jul 7th From USAA communications, "Our records indicate that on 06/30/2022 a Incident Occurred in which Some Members Credit Card Payments posted multiple times. It appears you were affected by this but the issue has since been resolved. This is why you saw multiple payments and adjustments."

WHAT THE WHAT, ummm WHY DID IT HAPPEN? I called the member advocate that put there extension on the message. When I asked WHY? it is a technical issue. Well I technically want to know why and by the way this isn't the first time.

I have no confidence in USAA or its customer support teams. So after 23 years my membership doesn't really matter to them and yours will not either. Very disappointed to say, search for you financial needs elsewhere. I have begun to transition off USAA.

A) claims adjuster took a week to call me, was unavailable 4 days a week. Sidenote: if you don't have the discipline to work from home, don't.
B) didn't request the police report, told me to do it (it's their job but cool). Once they got it the imbecile on the phone is like yep, reading it right now, we got it. 6 hours later he lets me know it was the wrong report, indicating he's either illiterate or too unprofessional to do a name check.excellent.
C) theyre partnered tow company, CoPart, continuously called and emailed me about my title. I owed, so I didn't have a title. I call USAA, they tell me they FORGOT to put that in the paperwork. The guy then places me on hold, calls CoPart and ensures me things are good. Ten minutes later copart called to ask for the title and then schedule a pick up so USAA spoke to nobody and also didn't include the car was at the mechanic, deemed unsafe to drive. Who had to call CoPart and the shop to do USAAs job, scheduling the tow? Yeah, me again.
D) the car is towed and I await my settlement because I was EXPRESSLY TOLD by a USAA adjuster all was good on my end. A week passes, no money. So I log in, check my claims, and USAA has left a message stating the paperwork to finish signing ownership to USAA needs to be signed. There are no notes or emails, there isn't even instruction to call. It just says wait. For those playing the home game that makes the collection of the vehicle illegal, as I still hadn't completed everything.. Moreover, I authorized USAA to send electronic documents to be signed online for everything. So that should've showed up. I wrote a scathing message to call me and sort this out immediately particularly since I was incredibly apparent they weren't going to pay me unless I asked...also illegal. Their reply to me message? "You can call us." So they will screw you and they will not care.

This is multiple agents, so the entire team is actually incredibly useless.

Oooh right forgot. so i go to cancel my insurance bc I have no idea when I'll find an affordable acceptable car in this market. Their response? Well even if it takes a year you can just keep paying insurance so you don't have to start a new plan....So you mean pay you hundreds of dollars for nothing to avoid a phone call? No lol and what the f#ck even made you feel that was an acceptable answer?


Still no call. Still no answer. This is probably one of the most unprofessional teams I have dealt with in my life.

Choose somebody else. Anybody else.

Right, also, USAA will continue you to an adjuster who is an "expert" on your state's laws. Not only did he not know what percentage totals a car here, but also though ACV was the same as FMT, which is another indication this person didn't care or couldnt read. No idea which anymore.

We have been members of USAA for over 37 years and have watched the service deplorably decline in the last two.

Recently, our daughter was involved in a hit and run. She had the license plate and make of the other vehicle, and a police report was filed.

Without our continuous involvement, little would have been done by USAA to pursue the other driver's insurance. Once PROGRESSIVE got involved, we found them
so much easier to work with and so much more attentive.

As the vehicle went in for repairs, we got a sudden notice from USAA they were declaring the vehicle a total loss without any discussion. Once we found out how low they were valuing the vehicle, we provide them over $3,000 in recent repairs and comps that were near exact matches and twice the price they were quoting us. Both should have improved the valuation and kept the vehicle from being a total loss.

After paying USAA $100s of thousands in premiums for nearly 4 decades, we are now becoming PROGRESSIVE clients.

Run from USAA TODAY!

The safe driving app for usaa just gave my wife 2 phone handling infractions an she was not even driving. App sucks

I've had USAA for years now, and I don't know what has happened in the past year or so, but getting customer service on the line has been HORRIBLE! Today, I spent an hour on the phone - with 3 separate reps - about not being able to make a transfer to a family member. Nothing was solved. Nightmare.

First encounter with USAA was then asking me to sign a document as my ex-wife decided to use my information to open an account with them.

No fraud prevention. I got on the phone and blasted them about it and informed them to block everything.

They could have had a policy in place that the account opening can only be done by talking to the military member.

Second instance, I though I would try them and called to get a Home Insurance policy. The IVR confirmed it was to purchase a new policy. I was supposed to receive a call back in approximately 70 minutes. I receive the call and after ailing to the agent got transferred to another department. Then another. Then again. This keep on going until on the seventh transfer I informed them I will take my business elsewhere as they obviously have no clue what they are doing.

Your company didn't uphold their end of the dispute process. No one contacted the company who made the fraudulent charge on my account. I called USAA and you confirmed no one reached out. Then you reversed the credit because you didn't "feel" like reaching out to them. They admitted to it and needed confirmation from the bank. Then you closed my account. I made one last transfer from an external account to my other open account and once you received the funds you CLOSED my account and told me I will have to wait for a check.... Worst company ever and worst customer service ever. Scammy practices and I will NEVER do business with you again.

terrible customer service. USAA banking is terrible! There is no customer service. They do not have any branch offices open STILL because of COVID? You can never speak to the same representative twice and they do not follow through with correspondence.

They advertise on TV that they include Military Families, this is not true! I am a Widow of a man that served honorable and was listed Missing in Action, presumed dead, was hospitalized and got Malaria while serving his country. He got no help from the Government and USAA says I and his children cannot get USAA insurance because he never applied. They do not state this in their commercials. They state if they received an honorable discharge, then they and their families are eligible. This is false advertisement and they should NOT be allowed to continue to state that.

Recently when opened my USAA app a survey appeared. Telling if don't complete the survey accounts will be suspended.
Called USAA. Verified was legitimate.
BUT, customer service is in the sewer with USAA. Rude. Evasive. Hard to navigate call menu. When finally get a rep. Loads of useless questions as to why you dare call.
My next phone call a day later to complain about one of their reps. When I asked why I could clearly head a child talking the background. When asked why did I hear that he hung up. Other phone rep started responding like he was talking to a 3 yo! I dressed him down for such unprofessional conduct. His English was limited. Hey welcome to today's don't give a blank USAA. But, they love your money.

I have been a customer of USAA since 1987, 35 years total. During the last 30 years, I have had exceptional service each and every time. I am not certain what happened in the past 5 years but I can't even express my level of disappointment with car insurance and banking. The things that were most important to me are now gone. You could always depend on USAA and the company to be honorable, dependable and went above and beyond to serve their members. We moved a couple of years ago, even though we changed insurance and sold the house, we were still charged on our insurance for the house we sold. It took a year before I figured it out. We recently had to use our auto coverage and there is a 5 min decision, no investigation, no follow up and no feedback and assigned us 10% fault. We were hit head on, other driver in the wrong lane. When we spoke with the investigator, he said "oh, I spoke with my boss and you may be right " had to correct and send to arbitration, NEVER heard back. In another instance, the person assigned sent us an email with contact info and the message on the phone when you finally got there was that he was not available (literally his phone message says he is out indefinitely) and the other members of the team make no notes somewhere, the website communication is blank and no one is accountable as they are all members of "the larger team". In terms of the banking, I have had settings such as overdraft protection set up since I opened the account and over the years, I have had an occasional missed check or transaction which has always been in effect in the past 30+ years. Well, check your settings folks because somewhere along the line, this disappeared. Apparently in computer updates this now expires, no message, no communication. I spoke to first gal (1 hour 30 min on hold), yep, all taken care of, next day, still there. Called again, now taken care of but no one knows what happens from there, did it get paid or didn't it? Still don't know. Lately, I call expecting to get disconnected at least once, and then reach someone who does not have any answers. I have been a loyal member for over 30 years, have never made a formal complaint of any kind as it is not who I am. I feel I need to make the executive leadership aware of what is happening on my level. It has really been a trail of poor customer service and not what USAA has always been to us and my family.

The vast majority of customer service agents are great. They are helpful, knowing that alot of what they experience with frustrated account holders like myself is not their fault. Many times I have had to apologize, and tell them I am sorry for venting my frustration on them. It's the core banking and system itself. They boast excellent customer service and integrated tech makes up for no branch banks, it does not. I also have Wells Fargo accounts, I see no substantial difference. In fact I seem to get more out of Wells Fargo, and of I have to, I can go into a branch. This is especially pertinent when you have high balance accounts, or you need to make high balance purchases. USAA seems to place a lot of limits regarding what you can do with your own money, even after you go through all the verifications.

Been trying to get a hold of customer service all day. I will be on hold, then get a "we're experiencing technical difficulties", it will hang up in you. Or, as you're waiting it will hang up on you, or you actually finally get a living person, you feel like you're getting somewhere... then they say they are going to place you on a brief hold, then as you're on hold it hangs up.

I used to have them for Car Insurance, dropped them like a bad habit. I liked the thought of all my banking, car, home,, and life insurance through one company- USAA. GEICO was far cheaper, (full coverage), and GEICO's response time and mobile app, excellent! There are better solutions, and it beats the one stop shop... especially when execution of the service is poor.

Recently ordered a cashiers check, paid for it to be expedited. Being told they don't know when it will be delivered, because there is a disruption in their, (USAA), mail service. The funds have been dedicated, and if I cancel the check... then I have to wait 90 days for my funds to be returned to me. Insanity.... they are using your money to make money, but even if the customer service agent wants to help you, they go to a senior supervisor and nothing.


USAA - DO NOT DO IT, there are way better options. Their front line people are great, the organization and top management that create these issues, well for a lack of a better term.... really suck. I will be closing all my USAA accounts and transferring my direct deposits, and my monies to another bank.