USAA

We've been with USAA for over 40 years and UNTIL recent years have been very satisfied. HOWEVER, recent business with them has been ABYSMAL! Sloppy clerical work, missing their own deadlines, ineffective customer service! TERRIBLE

I have been a USAA member for more than 35 years. They USED to be the best at everything they did. Unfortunately, except for the insurance, they are seriously declining in quality - especially in the customer service area.

Without going into VOLUMES of information, suffice it to say that the mortgage department violated regulations related to a refinance request on my home. When I complained, not only did they not back down, but I have now been TARGETED!

Since my complaint they have blackballed me with other mortgage lenders, closed my bank accounts without notice or reason and refused even the courtesy of a response to my queries as to their reasons for these blatant abuses of a long-time loyal member.

I will keep my insurance because that is still the best option out there, but I am rapidly moving my banking and financial investment business elsewhere.

I am truly sorry that this institution which has protected and served our uniformed heroes for decades is becoming just another uncaring money-grubbing bank.

I have had USAA insurance for ore than 15 years and never had them question a claim and I have had many of them. My first one was when a storm came thru and knocked over 2 trees that fell on my fence. They asked for pictures and an estimate of what it would cost to have them lifted off my fence cut them up and remove them. I sent them to them and was surprised to find they did not pay for the fence and have the tree removed they paid for the cost of the trees. When I was living in Belgium we had our house burn down and we had renters insurance with them all they asked for was a list of what we lost and the cost to replace our loss. This year they replaced the roof of my house. They sent a guy out and looked at it and said ok we will fix it. This year I had a car that was 2 years old and a guy ran a red light all my car was good for after that was a junk pile. The next day the adjuster came and looked at it and told me how much they would give me. I could not believe what they gave far more than I thought it was worth. Many insurance companies call and ask if I want to change companies and offer me a quote for insurance I tell them I will look at the quote but you will be wasting your and my time I am not going to change. I have not been given a quote that comes close to what I pay. So change? I think not.

We've been usaa customers for years and have never been delinquent in any payments or policies. Weve also been very loyal knowing that price isn't everything. We bought our home and refinanced shortly after. Usaa made mistakes with our escrow payment for the insurance and they admitted their mistake causing us to have no insurance coverage for 3 months. In response to their mistake they decided to charge us double to make up for the difference because they refuse to be the ones who pay for their own admitted mistake. Fast forward 3 months to today and we have an even larger amount than the billing amount we were informed about by double that! Everyone we spoke to said they don't understand but no one wants to refund the amount. We spent 2 hours asking for a supervisor and not one person would allow us to speak to someone. This is madness. You're not here for the veterans USAA. You're here for the paycheck. Pathetic and sick. We took our homeowners policy, both brand new vehicles policies to farmers. You'll never have us or anyone we know or care about back again. Shame on you!

I just opened an account with USAA in march. I have had nothing from problems from them. We were thinking about switching our banks from SECU, thank God we didnt! Customer service reps are untrained and rude! Majority of them do not know what they are talking about, and give out mix information. Oh whatever you do please do not use the transfer feature from bank to bank. Insurance is also $#*!ty. We paid our insurance on 6/23 and when calling to verify it was paid and having a rep telling us yes everything is fine. Then on 7/4 getting a letter stating that it wasnt now i owe 2 months! Also i deposited $300 in a atm and after inserting my money i got a error message and took a pic of it. Called them and informed them of what happened. They gave me a temp credit on my account. I gave them all the info on which atm i used, submitted pictures on the message, she stated she found which one i was talking about and stated it will get serviced the following Tuesday and will call me back with the results. Then 2 weeks later they called again and asked me to go to that atm and get the atm # which is like 30 min away from me, Its almost a month now and still nothing. Like i said its been problems after problems and i blame the untrained customer service teams. I have never ever had these many problems with any other bank. And i am glad i didnt switch everything over like i planned. Hopefully it gets better... but if not im closing my account and insurance with them.

While USAA was at one point a great option for all your banking needs, the service has deteriorated so much that I'm currently in the process of changing banks after more than 2 decades. The final straw was on November 23rd, 2022, the day before Thanksgiving. On the 22nd of November I deposited two checks written to me by a family member, but woke up on the 23rd to find my account was locked. I called in to see what the issue was and was told by the clerk, quite rudely, that my deposits were suspicious. While I understand the need to hold the funds at times to verify funds are available, I do not understand nor appreciate being laughed at by the bank clerk who attempted to ridicule me. After being admonished by the clerk, she said my online account would be reinstated. Of course, it was not, so I was forced to call in yet again to reinstate access to the bank through my smart phone. On Friday, the 24th of November, I called in to make a complaint about my experience. The person I spoke to this time made excuses for why the first clerk was so rude, yet didn't bother to ask who I had spoken to or when this discussion had happened.

USAA no longer cares. I believe poor leadership from those at the top have ruined the organization. As a disabled Army veteran, I used to be able to rely on USAA to treat me with dignity and respect, but sadly this is no longer the case. It's sad, as their insurance products are wonderful, but banking here is far more trouble than it's worth.

USAA was founded to serve members of the Military. The company did things differently and prided themselves on excellent customer service and low fees. USAA is not what it was - not close. Over the past 3 decades the company raced to compete at the margin with every other large retail financial services company. Along the way, they not only lost pact with their Founders' premise and commitments, they lost their character and integrity. USAA recently agreed to pay $90 million for grossly negligent practices in their Life Insurance Division. They sold their brokerage business to Charles Schwab for a massive profit and did nothing to change the trajectory of their failing customer service. Looking at the USAA Community reports online provides a very clear picture of not only the many areas of failures at USAA, but also the outright lies, obfuscation, and misdirection - Reps will tell a customer there were no reports of the system down and immediately other customers will refute that response with their own tales of access woe. USAA is worst for their denial of the problem - meaning it will never get fixed. I moved to other banks and insurance companies. Even if I pay more, it is worth it to have access to my money, access to my information, and access to a human being on the phone. USAA went from best of class 40 years ago to absolute worst of the worst today. Until their management admits their failures and honestly addresses them, it will not change. Unfortunately, USAA Management is too busy spending their bonuses from the sale to Charles Schwab.

I was run off the road by a USAA driver, nothing but good things to say about this person, they immediately accepted 100% liability. Here comes USAA like a wrecking ball. I made the claim with USAA on a Monday, Wednesday their excuse was they hadn't been able to reach their client. I texted the client, and they texted right back and called into USAA accepting fault. Police report even shows accepting fault. But USAA still took 2 more days to accept liability. In the meantime, I did their job for them, got 2 estimates from my side, and requested their estimate. Their 3rd party estimator never even went to the site. But commented how weird it was we contacted them before USAA assigned liability. Liability was assigned 8/3, but the 3rd part did not hear about it as of 8/8. USAA basically appears that the lights are on, but no one is home. I was given a point of contact Joshua Neal and a phone number with ext. So far 5 calls, all go to a random call center. I have even asked for either a transfer or a call back from Joshua Neal, but they said they can't do that. I can send him an email only and hope he replies. I asked if they could send an internal email to contact me, and the agent straight refused to contact Joshua Neal. Whatever you can do to avoid getting tangled up with this terrible company, will save you tons of headaches

The diminution in value claim review resulted in a an assessment of my loss
Equal to $1176 provided to me on the 25 September 2019. I strongly disagree
With this assessment.

1. The foremost factor is that my vehicle has an accident on its title,
Before the accident it had a clear title.
2. My vehicle is an electric vehicle that has a lithium-ion battery in the
Rear portion of the car, where the impact took place. One of the service
Professionals at Brown's Toyota told me that after such an accident the
Battery's life cycle reduces dramatically.
3. Carmax has appraised my vehicle at $*******. Additionally, 2017 Toyota
Prius Prime Premium with similar mileage and most importantly a clear title
Costs $*******. This vehicle is available within 50 miles from my home.
4. The original USAA representative, who I talked to at the time of the
Accident, assured me that my vehicle will be restored to the original
Condition that it was in prior to the accident. I want a vehicle with a
Clear title and I would have to incur additional expenses such as 6%
Maryland sales tax, $299 dealer fees, and approximately $329 MVA
Registration fees.
5. The numbers indicate that the loss in value that I have incurred is equal
To: $******* - $******* + 6% MD tax + $299 + $329 = (approximately) $5925. 88.

Horrible service from a once stellar company. 8 year USAF veteran and have been a usaa customer over 15 years. Multiple bank accounts, credit card, multiple previous auto loans, investments, home and auto. Have moved all of my insurance after checking rates elsewhere and realized they were the most expensive of any company. Yesterday I mobile deposited a 25k bank check from my credit union so I can start a new garage project. They put a hold on 15k. I have their cc with zero balance that they could use if there were issues. Rep said a manager could override the hold next day once they could see the check image. Called today and rep said no way to override and will be several business days. Screwing up my project start. Dishonest company after my years of business. Opened a Navy Federal checking and savings accounts today and will be completely closing all usaa accounts. If you can't depend on your financial institution or your insurance company, who can you depend on. USAA spends a lot of money on advertising, they should spend it on customer service. Their rates are rarely competitive anymore, their insurance is one of the most costly - even with zero claims and a clean driving record. Just stay away from usaa. Their tagline should be "usaa - stay away".

During my time utilizing USAA, they have inappropriately removed me from my joint bank account (without my signature). This led to only my soon-to-be ex husband on the account. After I was inappropriately removed, the third JOINT stimulus check was deposited into the bank account that did not have my name on it. My soon-to-be husband removed that money from the account. When I realized I was taken off and did not receive the stimulus check, I called to complain to USAA. They stated there was nothing they could do, even though I should have never been taken off the account. The USAA member should have requested my signature which obviously never happened. I submitted a claims report x2 and never heard anything back other than they could not help me.
In addition, when I was initially added to the USAA account (when my husband and I first got married), they gave me access to all of his previous statements ( which in the end was helpful for me, but clearly should have never occurred). I highly recommend against utilizing USAA!

USAA customer service isn't... it is indifferent, inept, unskilled, innocently or intentionally. I've searched the web and read other reviews of USAA beginning with the BBB site. Go to BBB and read for yourselves; amazingly uniform complaints. BBB Face page shows [25] Positive Reviews
[4] Neutral Reviews, [300] Negative Reviews, [329] Total Customer Reviews; [1,460] Total Customer Complaints. Frankly, my voice will be merely one from the chorus - USAA touts service but it's all talk,[TV ads] & no action. I'd summarize their service or lack thereof as "institutional indifference" combined with a lack of familiarity with the truth mixed together with incompetence, untrue, deceptive statements and practices seemingly designed to mislead or delay either intentionally or innocently.

Like the 10 or so other reviews on the first 3 pages of the BBB site, I'm cancelling my insurance and finding a more ethical and competent insurer. Are there any? While other insurance companies may stab you in the back, USAA stabs you in the front while saying how wonderful their service is: better the ˌdevil you ˈknow (than the devil you dont)(saying) it is better to deal with somebody/something bad, difficult, etc. [other insurance companies] that is familiar[or expected] than to perhaps have to deal with somebody/something worse [USAA]

I have no claim issues. I'm not a disgruntled insured.

I'm a simple customer with a simple problem that USAA has botched so badly USAA's picture should be next to the Urban Dictionary definition of FUBAR.

There rep could have cost me everything by not adding vehicle on policy. Getting quotes on car, house and property atm

I've been trying to get a hold removed on a personal check I deposited through the app- gave me the whole nsf funds spiel- but then the app gave the the error stating I wasn't able to make the deposit- tried a different check whereas before when being prompted by the depositing message it said 200 would be a available and the rest would be held- now all of it is held and the hold time increased from 10th to the 19th… No one I have spoke to has been able to give me any useful information parroting that the system sets the parameters, but the nsf hold amount was for 30$ how does that justify holding the entirety of an 800$ check?
I asked to speak with a manager, anyone that could help and the last representative refused stating they had "better things to do" than deal with customer complaints/ escalations.

Can't say that this company gives a single $#*! about you, cause it sure as hell seems they don't about me.

I've been a Usaa meme we since I was basically a kid and this is the most frustrating and valueless I've ever felt.

If you are thinking of banking with them I would strongly advise not to, try a credit union or navy fed, these people don't even think you're worth talking to apparently.

I've been a customer of USAA for almost 40 years. We moved to Big Island in September. Within minutes of our Ford Fusion being retrieved in pristine condition from the port in Hilo we were rear-ended by a Toyota Tacoma. USAA adjuster told me it would "make no difference" which insurance company we worked through - other drivers' Geico or ours USAA. WRONG! Upon trying to get an estimate, get the car repaired, even get an appointment, we learned that USAA has NO trusted providers on this Island! All the shops say "we can't work with you". My car was seen at a shop in Hilo, two estimates made, and then the shop says "sorry can't do any more". I finally asked - can I go through GEICO? When I made that change - the car was seen BY A GEICO PERSON (USAA has no peeps here, none) was declared a total loss, I had a rental car and payment process started. BEWARE if you are moving to HAWAII (or other rural areas?) USAA doesn't tell you what they cannot do. There are many other details of how I was (mis)treated in the process, but you get the gist.

This is the worst banking experience I have ever had, I entrusted USAA with my banking as a prior service member, believing all of the hype on television, unfortunately my experience was much different, I had insurance products which overall we priced well until details were compared with other products the prices are lower, but in reality you could be under insured, and to bring it up to a level of a competitive product the price will be higher.
My biggest mistake was entrusting my investments with USAA, recently they sold this off to Charles Schwab, leaving all of the managed accounts to be totally ravaged by the sell of because prior to completing this deal they moved the bulk of the money into USAA mutual funds which, and this is speculation, they would get more money from these investments then other mutual funds. What little they did do, only increased the losses buy funds, and then selling them at a loss a week later.
USAA has one a few things that are great such as reimbursed ATM fees, and waving wire fees (sometimes) otherwise I found that I lost way more than I gained from this financial institution at it so difficult to change banks that this experience has been a nightmare, all you service people please beware, they are not there to serve you they are looking for market share of your money.

IN OCTOBER, I notified my bank USAA to their check dispute arm that a service I had paid $159 for DID NOT do what they said. IN NOVEMBER, I emailed ALL proof they asked for and the gross overview is close to 35 calls, 5 times I either emailed, faxed, and sent info on their secure online sight. The business in question that ripped me off, closed their sight, etc, further verifying that I did not get what I paid for. A week ago? I received a call saying, our dispute department wont NOW give your money back, due to it TAKING TO LONG...
OH BOY. The put me threw hell, kept losing stuff, refused to simply refund the money that I did not receive service for. I had numerous conversations along the way, including one rep who said the reason I was not being refunded was that they had already done it, but in looking saw no money was transferred. I was told by two supervisors they would reverse, who then made no notes and didn't do it. I was told by worker bees they never got my proof, and told by other worker bees that they; had it. USAA YOU ARE NOT ALWAYS VETERAN FRIENDLY AND THIS LATEST IS THE FOURTH TIME YOUR DEPARTMENTS HAVE NOT SEEMED TO KNOW WHAT THEY ARE DOING.
I am going to the CEOS OFFICE NEXT. UNLESS SOMEONE CONTACTS ME ASAP.
DIANA

Used them many of times for auto loans never had a issues with anything after reading reviews had not one single promblem with USAA customer for 15 years.

Well first of all you have to have served in the military or be a child or dependent of a military person in order to qualify for membership (free). A visit to the site will show you an array of products and services that I won't try to elaborate on here. The site is famous for getting you to the right person in record time. The person you first speak to usually can handle any question or solve any problem you have (except for adding huge quantities of dollars to your account just for fun) or they will transfer you to the right person while staying on the line to make sure you get to that person. They are extremely friendly, courteous and always professional, perhaps because they deal with military personnel from all over the world every day. Their services are amazing like free checking, free checks, no fees for low balances, free ATM usage (up to a reasonable point) and they rebate your ATM fees back to your account each month which, by the way, they pay you interest on. You can deposit any check from home or from your cell phone (up to $2000 per day, provided you have a scanner at home or a camera in your phone. Their bill-pay service is free, their Auto insurance is probably the lowest in the nation and they rebate part of your annual premium to you depending on their claims for the year. They have a low cost investment account available, savings, teen accounts, college accounts designed to get kids started managing money with more options and free stuff than any of their competition that I know of. You can obtain a mortgage, car loans and lots of other financial services. USAA also has periodic deals with various providers to save you money like ADT home security systems. All in all, USAA is absolutely the finest company of any kind I have ever done business with./... and NO, I don't have any affiliation with them other than literally all of my financial business is with them, but trust me, this is an honest review and I would (and have) recommend USAA to anyone who has ever served in the Armed Forces or is somehow connected to someone who has. Enjoy.