USAA Corporate Office - Corporate Offices & Headquarters

USAA Corporate Office

How would you rate your experience with USAA ?

[Total: 8    Average: 1.8/5]

USAA Corporate Office Address

USAA
9800 Fredericksburg Rd
San Antonio, TX 78288

Contact USAA

Phone Number: (210) 498-2211
Fax Number: (210) 498-1271
Website: https://www.usaa.com
Email: Email USAA

Executives

CEO: Josue Robles Jr.
CFO: Stuart Parker
COO: Shon Manasco

USAA History

The United Services Automobile Association (USAA) is a Fortune 500 mutual insurance company.

USAA was founded in 1922 by a group of U.S. Army officers to self-insure each other when they were unable to get auto insurance because they were part of a high risk group.

The organization began to offer homeowner’s and life insurance in the 1960’s. Banking and brokerage services were added in the 1980’s.

Today USAA is a Fortune 500 diversified financial services group of companies that offers banking, investing, and insurance to individuals and families that serve or served in the United States Military.

USAA has 9.3 million members and had $20.79 billion in revenue in 2012.

{ 107 comments… read them below or add one }

Dwayne Streeter October 18, 2017 at 12:05 pm

Been the USAA for 17 years, had a bad experience with the Auto Insurance Claim. My vehicle is in the process of being repaired with the dealership I purchased the vehicle from. USAA authorized a rental however the rep didn’t tell me how long I could keep the car. The my vehicle has been in the shop going over a week. Enterprise calls me to inform me about additional chargers will be charged on your card or ask the dealer are they going to pay for the additional chargers on the rental vehicle. Called the dealer to find out about my vehicle and was told that they were waiting on the adjuster that never came out to look at the car. USAA was looking for pictures that the dealer never sent up. Now I’m have to pay additional fee for the rental that is out of my control because somebody didn’t do what they suppose to do. No one want to own up to it. So much for integrity. I even had a 3 way phone conference trying rectify the problem, USAA saying we’re not paying for addition rental fee and the dealer saying we don’t take pictures that’s the adjuster job and we not paying for rental fee. Then USAA rep put us on hold for over 45 minutes and never came back on. Had to call back again and still the USAA rep stating we don’t have the information from the dealer “I chosen” (like it’s my fault I chose that dealer). These could have been a easy fix if the rep stated that you are allowed some many days on the vehicle, afterwards you will be charged (too easy). The customer should never be penalized for not being informed.

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dr barry craig garneau esq September 29, 2017 at 2:17 pm

Why complain they dont fix the problem. Online password problems Pins ask speak manager they park you on hold. Hang ups endless morons Piss poor customer service. Read all the compliant people leave, Drove 300 mile get vet 214 from 40s didnt have them but USAA said my girl friend could get her car insured like ad said. loss of income 2,800 for the road trip from hell. sent form in. Just to have the second agent say oh no we cant do it her father would have to had the policy with us when he served in china with theUSMC sorry the first agent said that. Than supervisor called when I turned into NYS Ins .control people, well sorry we had a stearn talk can’t tell you what out come was ya like if they fired thenm. To day cant log on lost a Harley deal 3,500 for 2005 thanks usaa

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Makalah Williams August 22, 2017 at 5:52 pm

Hello

I opened a account about three weeks ago. My dad and both of my grandfathers were in the military. My dad setup me up with this account and made the first deposit. So just last week my mom get her amended return and someone still her purse so she has no id or anything. So my mother has wrote the check over to me to deposit in to my account. The check as since cleared, but you all have locked my account up and I cant my mom her money. To pay bills and get my siblings ready for school. They say its for verification but my whole things is why open and account and not verify the person until they make a big deposit. Keep in mind I used my card way before I put my mom check in my account. So now my buddy is being threaten with jail from buddys furniture because she cant pay because yall are holding the money on top of that she’s about to get evicted if her rent isn’t paid by Friday. And this is all because USAA has locked my account for no reason. My mother has also emailed you all stating that she gave me permission to deposit the check even signed the back of it. I have sent in everything they asked and my account is still locked. I don’t understand how you all take money and not release it to the person it belongs to. NO one there has any answers to why the account was locked. and it all because of the amount of the check. You all said three days and my account would be unlocked hope it is cause this is beyond crazy. Ill let you open and account make a deposit but if you make and big deposit we will lock your account.

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Makalah Williams September 29, 2017 at 10:39 am

I opened an account with you all online in August. I deposited my mom’s tax return and you all locked my account. I sent in the documents that you requested. So now on the 26 I get a cash advance deposited into my account for 515 from speedy cash. You all put my account my account under review. The payment posted and when I called today I was told my account was closed. I was told it was because of my dad. He called n they told him it has nothing to do with him. The rep I talked to stated it was because of an account I had. I have never had an checking account with anyone but Usaa. I just turned 18 n my dad opened the account and made my first despoit. Then she went on to say because my dad doesn’t have auto insurance. Which makes no sense. She stated that it would be 60 days before I could get my money. None of this makes any sense to me. I haven’t wrote no checks, my account has never been negative. I don’t know the reason behind u all doing this to me again. My father instructed me to write this email. Because he doesn’t understand why this would happen. I need these funds to buy my books for school but once again Usaa had stopped me from handling things. I just need my account reinstated. 

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Robert S. August 12, 2017 at 12:26 pm

I had a roadside emergency last night while traveling from Florida to Ohio. My headlights went out and I needed a bulb and some tools. What a surprise to learn that my account was frozen and I had to use another method of payment. USAA Savings Bank has failed to meet my standards. Therefore the card is removed from my wallet and sits in my gun safe. I will never use it again nor will I activate a new one.

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Anton Kremer August 1, 2017 at 2:41 pm

In December of last year, I took advantage of a promo offer on a credit card for which I was to receive a $200 statement credit after making a minimum number of valid purchases in a one month period. All terms were fulfilled. I have yet to see the credit on my account. I have contacted USAA more than a half dozen times. Everyone I have talked to has assured me that this credit is being worked on due to a technical “glitch” and would be appearing on my account “shortly”. It’s been over 7 months – I think the glitch should have been overcome. I’ve been a member of USAA for many years and cannot understand how this problem has been allowed to go unresolved for this long. Please advise. Thanks.

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ALBERT DZIENNIK July 28, 2017 at 1:32 pm

A recent bill-pay payment was sent by USAA to my city’s water bill. It not only arrived late but was stuffed into an envelope along with 2 other payments for other’s who use the same bill pay at USAA. Both the other 2 payments were dated the 20th while mine was dated the 17th. All arrived late as the city (Rotan TX) uses the 20th as their deadline date. The envelope arrived on the 24th some 4 days late for my particular check. When I contacted USAA I was told the payment was mailed on the 17th. That is not true. If I had not dived into this I’d never have known the lack of care and attention promised by USAA. I will now find another way to pay this bill other than USAA’s bill pay service. When I reported this by phone I was spun around by them and told the payment was mailed on the 17th. It was not. It went out on the 20th the date it was due. And by mail. Regrettable experience all the way around. 2 thumbs down for USAA bill pay.

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Bobby M Robertson July 5, 2017 at 2:40 pm

I opened up a checking and savings accounts with USAA a little over a month ago. for almost a month now they can see I have money in a new checking account to cover the negative amount in my savings account. thgey could have transfered the money from one account to the other, but chose instead for the past month to keep putting my account under review so I was locked out. I was informed last Friday they are closing my accounts and it will take 60 days to close my accounts. I guess this is how they treat our country’s veterans. I sure hope the CEO gets to see this. I hope someone can expidite getting my money to me by the latest next week. I am think of getting my US Senator’s office involved. I will never do business with them again. I suggest nobody do business with them.

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Neil Martin June 6, 2017 at 1:44 pm

Please convey this to Stuart Parker, and have a customer service representative contact me by email.

I am not a USAA customer. However, I was hit by a USAA-insured driver (policy # 023019303U7101. Date of accident – 5/25/17.

The service regarding this claim has been very poor, and remains quite unsatisfactory.

I spoke with Carol today, 210-531-XXXX.

N Martin

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MS Quinn June 2, 2017 at 12:42 am

We do not agree with the boycotting of Shawn Hannity.

You are falling prey to the strong-arm tactics of the left-wing media and liberals by allowing them to silence those who oppose their view.

You have literally supported the loss of free speech in this county and we will make certain to pass it on to anyone who supports your company, or is a member of the company.

WE HAVE HAD ENOUGH OFTHE BULLYING OF THOSE WHO OPPOSE THE PRESIDENT OR CONSERVATIVES.

THIS IS NOT WHAT THESE PEOPLE FOUGHT FOR. FREEDOM OF SPEECH IS ON BOTH SIDES AND IT IS NOT ACCEPTABLE TO SHUT IT DOWN BECAUSE THEY DO NOT LIKE WHAT HE IS SAYING. HE IS AN HONEST MAN.

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Col Bruce Ullman, USAF, Ret May 31, 2017 at 9:39 am

USAA dropped sponsorship of Hannity. Good. He is an inveterate liar and provocateur. Now USAA has signed up again. Shame.
As a former USAA member and active duty officer for 25 years, I do not agree that military professionals all hold conservative values and, even if we did, Hannity’s ranting only hurts Conservatism and the GOP. USAA should not support any politically partisan media, right or left. That would be a true reflection of our oath and loyalty to whomever has been democratically elected to run our government. Military people should always try to be above partisan politics and, if USAA represents our values, they should too.

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Louis Bonin May 27, 2017 at 1:50 pm

I have been a member of USAA for over 55 years.
After hearing that USAA has dropped sponsorship on Sean Hannity’s FOX show, presumably catering to the leftist organizations, I am seriously considering moving out all of the accounts I have with this organization. I was considering having USAA manage my trust, but now I have dismissed that consideration.
I thought USAA supported veterans and the conservative values they represent, but I now I think the management of this company has moved to supporting the Communist organizations within our country.
I am sorely disappointed with USAA.

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Patricia Malicott May 27, 2017 at 10:26 am

I to am very angry that you have cowardly done what the liberals want, I am so tired that f big companies doing what one group wants. My husband is a 26 year veteran in the Air Force and this is how you thank him by being scared off by liberals, really! Grow a pair and stand up for what is right for all of us or we may to have to go elsewhere. I am sure very disappointed in your company.

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Patrick Reiland May 26, 2017 at 11:34 am

Feeling betrayed by your advertising department’s decision to bow down to liberal pressure and pull your ads from the “Hannity” program on FOX network. Being a Navy Veteran, and fighting for all our rights for five years, including FREE SPEECH, I find it distainful that a company called USAA and purports to hold American values will not support those same rights. Unless that decision is reversed, I will pull my support of USAA and take my insurance business elsewhere.

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Shirley Lamonna May 25, 2017 at 9:46 pm

While I am not a USAA member, I was appalled to see that you had pulled your advertising from Hannity based on complaints from anarchist liberals who do not support the military. Why would you cave to the pressure of people who have no respect for the country or those brave men and women who serve & protect it? You may find yourself in the same position as Target & Starbucks – LOSERS. Military members, who tend to lean conservative, are likely to look elsewhere for insurance due to your stance. Stay out of politics.

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Erik May 25, 2017 at 7:30 pm

You’ve insulted us first by caving and then by giving us a BS excuse. To see you future look at what happened when Macy’s caved into the leftist bullies.

i.imgur.com/R5k27OV.jpg

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Bruce Hurley May 25, 2017 at 5:36 pm

I am absolutely livid that USAA pulled ads from Hannity! What is going on? What are you people thinking??? How does that help your members? I advise you to jump off the liberal bandwagon. This is just unreal.

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Linda G May 25, 2017 at 2:58 pm

lbgoll at msn.com

Sorry to learn that USAA pulled their ads from Hannity, may look at pulling money out of USAA.

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Jennifer S May 16, 2017 at 4:09 pm

14 years with this company – checking/savings, insurance, auto loan, personal loan, credit card – Due to their failure and their system, every one of my accounts were flagged as FRAUD, and haven’t been released in full yet. 15 phone calls, over 5 hours on the phone, 13 different people, 8 or 10 department changes and refusal to put me through to a manager of any sort and this started on Monday May 8th. Today is the 16th. I am leaving this $hitty company asap.

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Zoe Hawkins-Wells September 30, 2017 at 7:02 pm

I had a similar experience. After 18 years of using several of their services, a mistake was made and they revoked my perfectly-paid credit card. I went through several departments, ping-ponged around for SIX WEEKS with nearly every day calls. It must have been over 40 hours on the phone. And to get no where. I was SUCH a supporter of this company feel so wronged that I must pull all of my services with them. I doubt my loyalty thus far duet this extremely bad experience.

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Scott April 12, 2017 at 11:45 am

Very disappointed in the lack ethics, honesty, integrity, it is very troubling when you pay cash on your accounts and have a ZERO balance on all your accounts, they take the money and it is a lot but decide to hold it all in a interest bearing account for 7-10 days ?

You call customer service and get the run around so I closed two of my accounts and kept one which was paid off in full long ago, today I’m told USAA holds cash [payments} for up too 10 days not allowing it to be made available.

My experience with USAA is terrible and as a disabled veteran find there attitude alarming and treatment on the phone terrible. NO MORE USAA

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Anton Montgomery March 31, 2017 at 12:57 pm

TO WHOM IT MAY CONCERN, My name is ANTON MONTGOMERY And This bank has held my funds hostage for 3 days! I just lost a love one and Was trying too get a limit increase so I could pay the funeral home. The limit was increased then my account was blocked by the Fraud team! They asked me too send in verifying documents and I did, multiple time to be exact! Because I’m in a time sensitive situation. So one of the 17 reps that I spoke with was a very rude young lady and she asked me” where you get all this money from” I’m thinking like real.. her not knowing it’s insurance settlement from my dad, who died last year. I never felt so disrespected, belittled, borderline criminalist! That’s the way she made me feel. This bank has no compassion, loyalty or morals! I NEED TO BURY MY FAMILY AND THEY HAVE ALL THE VERIFYING DOCUMENTS TOO PROVE IM ME, I NEED HELP, I HAD TO MISS WORK FOR 3 days because all my funds are in the bank, then they threaten to close my account or in there words “no longer which too continue a relationship” so why not close my account and send me my check?!? NO TYPE OF HELP! Matthew a Usaa rep, HIS CUSTOMER SERVICE IS HORRIBLE VERY RUDE, SMUG, IRATE!
THE LAST REP I SPOKE WITH WAS AWESOME, although my account is still blocked, he spoke with compassion and wanted to help. But it was out of his hands! Am I a victim of financial profiling? I will be contacting some one with authority outside of USSA. To fix this situation! I hate this bank, and if I’m homeless or hurt USAA WOULD GIVE A CARE!
PISSED OFF CUSTOMER WITH THE FAMILY MEMBER THAT JUST PASSED AND HE CANT BURY THEM BECAUSE USAA HAS MY FUNDS ON HOLD FOR NO VALID REASON!
Anton Montgomery

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carmen sette May 19, 2017 at 9:22 am

USAA EMPLOYEES ARE B * * C H S

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M. A . WADLINGTON March 29, 2017 at 3:51 pm

I HAVE BEEN WITH USAA FOR OVER 40 YEARS AND HAVE HAD A PROBLEM THAT I HAVE BEEN TRYING TO SOLVE FOR OVER 4 MONTHS. MONTHLY CREDIT CARD PAYMENTS WHERE MADE HOWEVER THEIR CC CO RETURNED THEM SAYING THE ACCT. # WAS WRONG. IT WAS NOT WRONG AND REPLACEMENT CHECKS WHERE SENT ONLY TO BE RETURNED???? I CALLED EVERY MONTH TO TRY AND GET THIS FIGURED OUT AS TO WHAT WAS GOING ON.. THE FINAL STRAW WAS USAA REPORTING TO THE CREDIT BUREAU THAT I WAS DELINQUENT!?? WHAT THE HELL THEY HAD REC.D A $500.00 CHECK FROM ME EVERY MONTH AND THEY RETURNED THEM. I WILL BE LEAVING USAA AT IT IS MORE IMPORTANT TO THEM TO BE RIGHT RATHER THAN ADMIT THERE IS A PROBLEM ON THEIR END. SO VERY SAD.

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karen March 28, 2017 at 11:58 am

My sister has recently had issues with customer service since her car accident a month ago. She has been waiting on a check for a month now and hasnt received it. Everytime she calls to speak with the claims representative she has to leave a message and when she finally did speak to another person they told her that the check was sent to the wrong address. Well, if the woman had answered my sisters call and emails in the beginning this wouldnt have happened. Everytime i ask for the number to get in contact with the CEO they tell me that they dont have that information. When my sister asked them for the tracking number for the second check they were sending out they told her that they didnt give out tracking numbers until the check had arrived at its destination. Well, that doesnt make since, why would anyone want a tracking number after the mail has arrived to its destination and when she asked the customer service rep that question they put her on hold. With all these problems i have read today on this website i think someone should get in contact with the news and let them know all the problems people are having and then maybe the CEO will see how dissatisfied all his customers are.

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Brad January 28, 2017 at 4:37 pm

There is a consistent theme of poor customer service that clearly has not been addressed at the Corporate level. The corporate culture of flippant, demeaning responses from representatives seems to be the new norm. I have just ended a phone call where the USAA representative not only spoke to me in a tone that is unacceptable, as if she were a mother scolding a toddler, she also put me on hold while I was in the middle of a sentence, and then has the audacity to tell me she is “going to put me on hold for a few minutes so I have time to cool down” when I ask to be transferred to her supervisor, because I was clearly frustrated with how she was speaking to me and for cutting me off mid-sentence to put me on hold. I don’t use my military vet “card” very often, but as a former Navy Corspman (medic) I expected so much more from USAA. I know I am only 1 person and it won’t matter at all when I take my business elsewhere, but maybe, just maybe, USAA will change the culture of how their representatives speak to customers, or someone else will read this and think twice about engaging USAA for any of their services.

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Shelton Clarke December 16, 2016 at 12:54 pm

So as far as I can see there has been a lot of fraudulent activities concerning USAA. This rite here has Ben the worst experience that I’ve had with them.

So Wednesday someone hacked my account from Florida and placed almost 5G’s in my account and then right away attempted to withdraw 400+ so they suspended my account and called me asking if I had authorized I said no. They said ok they just wanted to make sure by the nxt day everything would be cleared up. Y 2 days later they gona tell me that they are exercising their rite to not do business with me and they have chosen to close my accounts because the only way anyone would have access to my account is if I gave them the information which makes me liable even though it’s a clear n cut dry case of fraud. Now I have not even one penny to get to work. I ask my brother to drop me in the nights but I have to walk an hr 20 mins inorder to get home n I’m in NYC and it’s freezing. So I ask them what am I suppose to do since they took my money. They said I have to wait for 60 days to get what’s left. I’m a single parent. I take care of my son on my own. I have bills to pay so what the heck am I supposed to do? It’s the holiday season on top of everything. I need answers n they refuse to give direct answers, the blame me for getting hacked!!! This is the worst bank ever!!!!

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Anton Montgomery March 31, 2017 at 12:59 pm

I’m sorry this is happening too you.

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Detra Burse December 8, 2016 at 9:41 am

I have been a member with USAA for the pat 2 to 3 years, I was just recently in a car accident and worse than the accident the unprofessionalism I have had to deal with concerning this company is appalling. For over a week I have been trying to talk to a manager and/or a supervisor, and all I have gotten is the run around and excuses. I am filing criminal charges against the girl that rear ended me and in my opinion USAA should be included in the criminal charges as well. To have been in an accident but to feel worse about my X-insurance company than I do about the actual car accident says a lot about your organization. My husband is former Military and I begged him to get with your organization BIG MISTAKE on my part. I work for the Military and I see thousands of soldiers a year and have referred hundreds of active soldiers and or veterans to your very organization that will no longer happen as I will no longer be affiliated with your organization myself. It is more than apparent my business isn’t important or valued with this organization.

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Brian Dowell November 28, 2016 at 10:12 am

I have been a USAA member for 30 years. This was my first credit card at age 18 and I am now 48 years old. I’ve paid my balance in full every month since I owned the card. My credit limit was at $12,000. I’ve kept the card in a safe for the past year for emergency purposes and according to USAA “do to inactivity” my limit was dropped to $500. Yep, dinged $11,500 for having great history, credit score and payment history. What an organization!

I tried getting this resolved all morning (11-28-16) but no one wants to help. Sure, they can give you a credit limit immediately when you apply for a card, but God forbid it gets corrected or even updated after you’ve been a customer for years!

Stay away from USAA…

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Edward G Hixson III September 30, 2016 at 1:58 am

I made several calls to USAA to an address a concern with my auto policy. I am concerned with the lack of knowledge and training of everyone who tried to address the issue over a 3 week time period. It started with a question in regards to an auto policy in the event of a total loss claim is a title a required document before a claim can be paid. USAA and all its representatives over the course of 3 weeks or more over 50 phone calls, and 100+ representatives all stood by the policy that this document would be required. After several escalations, time waisted and aggrivation it was determined by only 1 person at USAA that this is a “required document” but not really and that they do have a work around in place in the event this required document cant be obtained. So after all this if USAA had been up front and honest with a question from the customer all this time could have been saved and maybe you would still have a loyal customer. I have since started closing my loans and accounts with USAA insurance home owners and auto. Closed my AUTO loans and have started moving my banking elsewhere. USAA would not appologize or put any value on the amount of time and agrivation that was caused and had no concern that this may be an unreasonable amount of time to get an answer to an auto policy question. It went as far as the CEO management team to realize that really everyone at USSAA had any clue what the policy procedures actually are. I feel USAA should do something for the customer when the mis information and lack of knowledge was at all levels at USAA. I plan on letting family and friends as well as social media know how bad USAA treats its once loyal customers.

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Michele Brown September 27, 2016 at 3:39 pm

Some employees (Croner and Angela) communication skills requires improvement. I have been trying to reach management to discuss my auto claim due to the lack of communication from the adjuster along with requesting a new adjuster.

On 21 Sept 16, a driver (family member of the policy holder) struck my car. I have learned my vehicle can not be repaired until after USAA speak to the policy holder. I wasn’t given a date to appear in court since the driver didn’t have his drivers license and apparently driving without shoes.

This afternoon, the adjuster finally called after my request for management to call me. However, due to his poor customer service and attitude; I didn’t inquiry on how he’s attempting to reach the policy holder and what do we do because the FR 10 wasn’t completed as if there was an accident. Along with provide USAA information that there’s doesn’t appear to be a police report.

Quite often we just notified our own insurance; however, this time since the officer cited the driver a 100 percent, I’m going through USAA. This has definitely been a learning experience and a lot poor communication and lack of professionalism.

What happens if the driver’s license is suspended? Does USAA still cover the damaged vehicle? Is the policy holder still liable?

I thank the representative who took the claim; she was extremely pleasant and professional. Now the adjuster, is a totally different employee. Can I request another adjuster? He stated “No” and he informed me that he would place a request for management to call me back. Now, after three attempts; I still can’t get management on the telephone.

Maybe someone will contact me now……

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Tramaine williams July 27, 2016 at 10:12 pm

Hi my name is Tramaine Williams and I was a member with usaa up until 5:30pm today. First off i want to say I am disgusted with how Usaa treat their veterans. I have been with Usaa for many year and now my acct is closing do to miscommunication with a wire transfer or so it seem. I cant believe how you treat your veterans. I suppose to be paying for my families hotel and my account is closed with no proper reason Im sorry the supervisor didnt give me a reason at all. Im still asking what happened and why it happened. My account is not negative and my acct is due to close in 30 days and I cant take money out of my account 30 days from the day my account suppose to close. Me and my family is about to be homeless due to this issue. Next Im going to the news to let them know that this is how USAA treat their veterans who have been loyal to them for more then 10 yrs. Im shocked to see USAA do this to me I alway have money going inro the account and I refer people to them. I need answers and need the now. My lawyer will be calling and i will be call the news. Thanks

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Delena Bobadilla July 25, 2016 at 9:32 pm

Valuable blog post , I loved the analysis . Does someone know if my business can acquire a template a form document to complete ?

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Brian Little July 4, 2016 at 11:35 am

I have been with USAA for 4.5 years I recently had so some fraudulent activity in one of my checking accounts, I contacted them and informed them of what was happening they said it was my fault rather than help me to resolve the issue they blocked both of my account and are taking the $3,700 + that I have in my primary checking account have not paid out the checks that were out prior to this incident happening. I am still trying to contact USAA’s CEO Mr.Stuart Parker to rectify this situation. I have had to open an account with another Bank to keep from loosing my paychecks & to pay my bills. As a 15 year military Veterian I never thought that I would be treated this way by a military Institutional bank.

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Samantha McHenry October 31, 2016 at 12:29 pm

The exact same thing just happened to me.
I have been with the company for over 16 years….I am disgusted with the lack of compassion and communication I received from USAA.

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Terrance January 2, 2017 at 12:14 pm

I am going through this with USAA now. I have banked with them for 17 years and now they are telling me that I am a willing participant in fraud and locked up my accounts. My entire Christmas and New Years was ruined and it is still going on now. I am about to get a lawyer to look into filing a class action lawsuit against USAA. If anyone is interested please let me know.

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Staceyann Lockrage June 25, 2016 at 6:56 pm

I have been with USAA for 6 years. I haven’t had any problems with them until I had fraudulent activity on my accounts. They garnished my wages and left me with no way to pay my bills. Now I am a month behind on every bill. Now they have done it again. I am a disabled veteran that only gets paid once a month. That once a month payment is the only income I have to pay all of my bills. USAA let Hertz rental car charge $2,196.66 dollars on my account and I didn’t have nowhere near enough funds to cover the transaction. Now my account is in the negative and when my direct deposit hits, I won’t have any way to pay my bills for the month of July. I have a family to support and this situation will leave is homeless, carless and feel in debt. I have a child that I must get ready for and need my paycheck in order to do that. All I’ve been getting told is that there is nothing that can be done. Is this how veterans are treated by this company? There has to be a way to get this situation resolved and allow me to pay my bills. One of the CEOs or someone please get in contact with me on this matter.

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JFB May 27, 2016 at 3:30 pm

Now that I have seen USAA’s one-sided history of political donations I will close our accounts.

We are a third generation military family and have been customers for nearly 20 years. To me, democracy belongs to all of us – not one political party.

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Mo May 19, 2016 at 3:04 am

Disingenuous company. The claims they make in advertising as well as the responses may sound good but mean absolutely nothing. 12 years and leaving. I’m sure if anyone at USAA reads this; if they respond will just say sorry, we understand, wish we could do more but in the end they will not. They have proven that they absolutely do not care.

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Cassaundra Woods May 12, 2016 at 7:01 pm

All I have to say is I’m DONE!!!!!!!!! Its a shame how you treat the people who you claim this business was started for,,,Just remember I serve a Mighty God and believe what you do to others will sure come back to you…..The seeds you sow will come to harvest……May not get you but I know you have family…I pray that God forgive you for all the things you should be doing to help his people and your not…..Just remember Love your neighbors and treat them as you would want to be treated.

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Andrew Cockrell May 11, 2016 at 11:19 am

I love this bank/company, and have even referred at least three people that are currently customers to them, I swore I would never leave this company but recent events bring that into question. Having just filed for a car loan I was feeling good to keep it with USAA and though for sure it being a great bank that this would go smooth. On day one of doing the application I was given the information about the different terms and interest rates. After the first representative going through several options to find the lowest, or highest amount I could secure at the lower interest rate with the longest term I began looking for vehicles. A dozen or so calls to keep in touch and get payment amounts for different prices areas I finally found the vehicle I wanted. With the vehicle being an hour away from home I called the representative to verify all the information I had been given to this point and inform them that I would call back in an hour or so to finalize the loan. The rep saved the info for the vehicle and confirmed my rate and term leading me to go ahead on the long drive to the dealership. Once I arrived and called the bank they start telling me that my loan paperwork stated that I only can get the higher interest rate and the computer will not allow them to enter the information I was assured. after and hour or so on the phone in front of the entire dealership team dealing with the bank she finally told me that she was able to get the computer to accept the numbers I was told up to this point. She stated that she was going to hurry up and hit submit before the computer messed up again. I then logged into my account to print off the echeck for the dealer and mentioned that on the screen it stated the higher interest rate. “Don’t worry about what it says on the computer, it will come out right after the loan is processed” was what I was told and proceeded with the loan. The next day I believe, I received an email to have paperwork signed and noticed the higher interest rate was listed. Several calls and lengthy hold times all I have been able to get was hung up on and told there was nothing they could do. Finally I was able to get someone to file for the phone calls to be listened to because none of the employees kept notes on my issues or dealings with the matter leading me to have to tell this whole story several times. I budgeted the purchase of this truck to my max and now because of incorrect information am stuck with the truck, a larger payment, and nothing more than being told someone is looking into the problem. A matter of a few percent is nothing to USAA but several thousand dollars and hours of stress discomfort for me. I understand that there is a process to this kind of thing but the continued answer of nothing can be done, along with the extream difficulty of getting reffered to someone that can actually deal with this matter has become so difficult and challenging to deal with I have begun the process of trying to move all of my accounts to other institutions. I still feel USAA is a good company but my loyal membership seems to get me nowhere other than placed on hold or disconnected.

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Brianna Smith May 6, 2016 at 10:35 am

I have been with USAA for a few years now and have had excellent experiences with them in many situations. In March my debit card was compromised and I received an alert from USAA questioning a charge on my account and asked me to call to verify it. The charge ended up being fraudulent and they quickly processed a claim, assured me it would be resolved, cancelled my card, expedited me a new card, and the money was returned within a couple days. This all happened on a Saturday and early the next week everything was fixed and it was a pretty quick and painless situation. On 4/28/16 I woke up and checked my account and found another fraudulent charge had come through. I called immediately to report the fraud and was told by the representative that the charge came from my old debit card, the one that had been cancelled. She said they will process a claim and that she would put a rush on it so that I hopefully get my money back in 1-3 business days instead of the standard 3-5. Based on the how efficient the process was last time I was not too worried however when Wednesday 5/4/16 came and I still hadn’t gotten my money refunded I called to see what was taking so long. I was told by the representative that the claim had been submitted but it can sometimes take a couple days longer to process. I told him I was told it was put on a rush status and was supposed to take 1-3 days not 3-5 and now it had been 5 days. He said sometimes the investigation takes a little longer and many times when people call the money shows up within the next couple days. He said that if the money was not back by Friday 5/6/16 to call back and someone could help me out then. When Friday 5/6/16 came I still did not have my money back. I called again to find out what was going on and was told by the representative that the claim had never actually been submitted. While the account had been updated each time I called it have never actually been submitted to the analysis team. She stated that she updated the account, sent it over, put a rush on it and made it high priority. I told her I wanted it fixed today as I have bills that have been due and am now getting late fees on them because my money has not been returned to me as I was told it would be. She said she was not able to do that so I asked to speak to someone who could. She told me the only people who could do that were the analysts and they weren’t in the office yet and worked in the back office and could not be called. She told me they would receive it and it would be processed within 1-2 business days hopefully. This is unacceptable. There needs to be someone that can be actually contacted that has the power to process refunds or assist you when this type of thing happens. There is absolutely no reason a person should have to sit around and wait more than a week to have money that was fraudulently processed on their account refunded. This charge came through on a CANCELLED card. It should have never been able to process in the first place and when it was seen that it came through on that cancelled card the money should have been replaced immediately. It is severely inconvenient that I have had to go over a week without essentially what was almost my entire paycheck. I have bills that are due that are not getting late fees issued and nothing has been done to resolve the issue beside making updates to my account and apparently finally submitting it to the proper department as of 5/6/16. It is ridiculous that not one person could do anything to fix this issue and the department that actually could do something for me is not reachable by phone. This experience has been exhausting, frustrating and inconvenient on so many levels. My card was compromised and then compromised a second time after it had already been cancelled. This should have been taken care of immediately not dragged out for more than a week with no resolution. I am disgusted and appalled by the lack of assistance and resolution I have received during this situation. There needs to be a way for this type of situation resolved more quickly and efficiently so the person who’s account was compromised does not have to go through what I have been through this past week and potentially longer as I still have not had this issue resolved as of right now.

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dorit yates April 24, 2016 at 11:16 pm

We have been members of USAA for over 65 years.We had very few claims over that period of time but the few we had were always handled in an extremely professional and respectful way.
My last experience,though,last week with the credit card department was a disaster.Very poor customer service, people who don’t know what they are doing and everyone switched over to another representative from security to customer service etc. At the end of the day they supposedly sent me a new credit card which never arrived. After 65 years of loyalty I expect USAA to send me via fed/exp, a new card and not let me wait for over a week for a card that still hasn’t arrived.
What happened to USAA? I read lots of comments today and not one was a compliment. I am very disappointed and just hope that the other departments are still credible.From comments I read I understand that people are moving on to other insurance companies. I very much hope that I won’t have to do that.
Please acknowledge that you read this letter and hope very much that you start looking into your banking department service/credit card.
Sincerely
Dorit Yates

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Jeni Parnell April 5, 2016 at 1:53 pm

Has anyone been a part of the investigation regarding a military laptop being stolen and information being compromised?

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Daniel April 7, 2016 at 1:18 am

Stay away from USAA, I was just ripped off tonight, someone was able to hack into my bank account and transfer funds to be taken out via debit card. I caught it before they were able to pull out the money, so I called usaa to report it… After being transfered three times while they were trying to find someone who could help me, the usaa rep assured me that the crooks were not able to deduct the money and she supposedly shut down the card, while I was on hold after she transfered me to another department for further investigation, the crooks ripped me off for over $2300.00…. Which makes no sense on so many levels one being usaa doesn’t even allow by their own rules any member to pull out more than $600 per day from an ATM however they let someone in Florida debit 3 transactions for $800 in a row after the card was shut down. Now I’m without money and have to wait 10 business days before they can determine its fraud…. UNBELIEVABLE… There staff is incompetent USAA is an absolute joke…. Do not bank with them

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tami April 24, 2016 at 3:29 pm

I have tried every way imaginable to get someone to help me with my disputes. All I get is a runaround….transferred from rep…to…..rep ect. The disputes have been filed for 8days still no refund. Was told 3-5 days. In the 8days I have l itterally spent hours on phone…have been hung up on.calls dropped…promised a manager would call and 48 hours have passed no call. This is not just for 5 bucks it is hundreds. These are legit disputes..I need my money back. I have been banned on usaa fb page for commenting on others complaints that are same as mine. This is just horrible treatment. I paid my bills..now I am broke bcause usaa did not put funds back In ftom dispute. Plus they charged me 58.00 for two stop payments without my auth. And I have no idea who or what payments they are stopping!!!!! Where do you go to get help….this is a bank that gets a big percentage of their business from veterans usaa promises to help and protect vets…well that is not happening. I dont have enuff money to get gas…groceries. . Ect ect. WHO CAN/WILL HELP

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Karen moore June 17, 2016 at 11:23 am

On July 14th 2 payments were put on our credit card only one should have been done. My husband and I have spent 4 days over 8 hours being bounced from one person to another to get this fixed with no resolve at all. We get because of an overage not made by them one payment is being help for 5 days and could be released maybe next week if at all. We have never dealt with a bank were no one knows how to do anything at all, but can promise you they will fix it. We are. Beyond pissed off at this point. This is our social security money what we live on for a month. And USAA could careless about fixing the problem. I could not and will not ever recommend this bank to anyone and will be closing both our account by the end of the month. Customer service my butt. Not one person at this place knows anything it’s a shame they treat men and woman who have served our country like this. They even tell you they don’t have the number to the corporate office so you can speak to the head of the company. Unsatisfactory bank at the least to say.

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Marsha Lycan March 4, 2016 at 1:47 pm

USAA SUCKS A**
They went from best company in the country to absolute WORST. Member for 30 years, and never ever any issues, now EVERYTHING is an issue. The representatives are freaking idiots, barely speak english and they try to screw USAA members every which way possible. I spend all my time calling and fighting with them about every single issues. TAKE YOUR BUSINESS ELSEWHERE. The CEO must be the worst excecutive to have ever lived to run a company into the ground overnight. Look at all these complaints! You are a bunch of disgraceful pigs

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Jennifer Pennington February 24, 2016 at 7:00 pm

Dear Mr. Parker, CEO at USAA;
I have had auto insurance with your company for decades. Recently, my car was back into and over by a school bus. I called USAA immediately. The in-take rep that I spoke with was lovely. Since then, it has been nothing by miscommunications, misinformation, dishonesty and outright lies from your employees. First of all, the tow. The towing company, Smitty’s Towing in Goleta, California, would not tell us whether they had our car or not, would not let us in their office, would not give us any paperwork whatsoever with regards to the tow, that they had our car, or that they would (supposedly) be releasing it the next day. They also made us wait for one hour for our keys. I called USAA, and after a variety of holds lasting over an hour, requested that USAA come get my car and tow it elsewhere. They told me they could not do that, but assured me they would come and get my car first thing in the morning. The next morning USAA told me they were going to get my car as we spoke and would be towing it to their facility to review the repairability of my car. I found out from Ms. Sugar, at the inspection station in Bakersfield, that they didn’t receive the car until 9 days later! Apparently it sat in the tow yard, even though USAA told me otherwise. Then, after Ms. Sugar told me the car was repairable, I received numerous calls, emails, and texts from your total loss dept. telling me my car was a total loss. Then, today, upon talking with the mechanic at the USAA approved shop where my car will be repaired, the owner tells me that USAA asked him to go out to Bakersfield and bring the car back to Santa Barbara! The car is now at the shop and there is damage to it that wasn’t there or part of the accident. USAA seems to have a serious problem with communication among it’s own departments. It has made an already stressful event all the more stressful! The amount of misinformation is astounding!! What a nightmare!

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MARTI CONWAY January 23, 2016 at 11:44 pm

WHY EVEN BOTHER? OBVIOUSLY USAA IS SO LARGE, IT WILL ‘ALLOW’ THESE NEGATIVE REVIEWS-BECAUSE THEY CAN. BUYER BEWARE.

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Sharina Jackson January 21, 2016 at 10:17 am

I am not a member of USAA. I filed a claim in regards to one of your members that hit my vehicle. I was advised on Jan. 7th that my check was mailed and that I should receive that payment within 5-7 business days. To date I have not received payment. I contacted the claims office on Tuesday and had the check voided and a new payment sent via overnight(which has not been processed because it can take 24-48 hours). I was then advised by my claims adjuster Tamera Bellamy that I was “TOLD” that this could happen it even happens to members. I was basically berated and told that there was nothing else they could do and hung up on. Now that was just today and what has fueled me to write this complaint. Now in the last 2 weeks I have spoken to over 6 agents and all but 2 basically told me that I was “SOL” and that it was my fault for not choosing a person to fix my car in your network. I have been without a car for 6 days now. I have no means of transportation and was told a rental would not be covered because if I had gone to Gerber I could have my car. USAA by far has the worst customer service/claims adjusters I have ever had to deal with. I have never been in an accident so the process was entirely new to me. I would not think twice about using USAA for any service in the future and I will do everything in my power to ensure that others know what kind of disgrace this company is. If this is any inkling of how our service members are being treated I really don’t see how you can continue to stay in business.

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Terri Mollsen December 8, 2016 at 5:55 pm

Anyone interested in a class action suit please contact me. I for one will not accept USAAs fraud.

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Timothy Cray January 20, 2016 at 5:07 pm

First thing, have anyone beside me had trouble with a banking offer refund of $300.00 if you transfer your account with direct deposit to USAA? It’s a joke and an emotional roller coaster so far if I may say. I have trouble with excipting the offer online so l called it in at least I was lead to think I did. Got a USAA representative on the phone to help me with the offer in July/September time frame leaving me with “Mr. Cray you are all set and congratulations. Did a follow up in December I giving a date for the deposit, all is good right, WRONG. Did another follow up as told no one was even adware of the finally got a supervisor to transfer to the promotion dept. I was told it had to be excepted online only what a fraud. I am writing Corperate and sending it certified, I will more likely after 17 years with USAA move my accounts not just for this insudent but others all with in the last year. USAA, what happened to you????

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Wayne Brunson December 21, 2015 at 2:24 pm

I have never experience such poor service in all my life. I received my disability check on the 14 Dec 2015 I was told that it would be available the next day here it is a week later I’m told that I have to wait two more days. NO money for food or gas so close to Christmas I bet the CEO’s and Exec’s are going to have a good Christmas. When ever I do Get my money from USAA I’m withdrawing ever cent and going to Navy Federal USAA is a sorry excuse for a business and have the nerve to show fake military family commercials. I’m going to do everything I can to get the word out and let people know just how sorry USAA is!

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Sharina Jackson January 21, 2016 at 10:09 am

After the experience that I just had with USAA Wayne I am more than willing to assist you!!!!!

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Jeni Parnell April 5, 2016 at 1:00 pm

We need to file a class action suit against USAA. I am willing to do whatever it takes to see USAA pays for every fraudulent transaction I have had from their greedy hands. Then of course they blame us

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Daniel April 7, 2016 at 1:24 am

Sounds good… Where do I sign

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Shelton Clarke December 16, 2016 at 11:53 am

Tell me where do I sign the petition.

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Temecia Lane April 12, 2016 at 11:27 am

USAA stole 558.06 from me and I am in the process of retaining an attorney.

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Mo May 19, 2016 at 3:12 am

Agree 100%. Disingenuous company. The claims they make in advertising as well as the responses may sound good but mean absolutely nothing. 12 years, leaving and relaying my opinion to everyone I can. They do not care.

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Robert Ovelman November 25, 2015 at 3:39 pm

I have been a member of USAA since 1955, 60 years. I have always respected their quality of service and respect for the customers. We recently started using USAA’s banking service, what a disaster, poor customer service, long waits on the telephone, people who don’t know their jobs, very poor IT service, using a cell phone image to deposit a check is a joke ( most cell phones are low resolution images and difficult to record text type images), I could go on but the bottom line appears to be very poor overall management. Do I trust USAA doing my banking, NO. I will be closing my banking business with them, and I just hope they stay on top of their other divisions to maintain the reputation of the old USAA.

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Roger Davis September 21, 2016 at 9:35 am

Do not bet on it. the other divisions( especially mortgage) are worse from my experience

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Larry Zwick November 20, 2015 at 1:12 pm

USAA has really gone downhill. Never in 15 years have I been treated so poorly. After 4 phone calls with a simple question, I get no answer. When I call back to speak with customer service about “who actually cares” I get put on hold then someone picks up and hangs up on me! Yep… I believe USAA has dropped the quality of it’s employees and we are suffering. I’ve lost trust. I would love to chat with the CEO.

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Roger Davis September 21, 2016 at 9:40 am

Me too, you cannot talk to anyone at usaa without being continually transferred, you never get anyone that is empowered to make a decision or actually tell you the truth other than “sorry about what happened” and I doubt that is the truth.

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Melvin.hunter November 5, 2015 at 1:12 pm

After being with USAA FOR over 12 years I finally think that I will have to make a bank change. I was trying to pay my rent this week and found out that I couldn’t pay my rent on the internet using two different cards. Because I am out of town this bus a huge issue for me seeing as how I don’t have enough money in one single account to pay the entirety of the rent. A co-worker advised me that USAA has a program with UPS where you can deposit your check there. What they do is swipe your card,run your check and the money shows up into your account. Well I did that and found out that 90% of my patrols check was on hold which by the way still didn’t leave me with enough of my own money to pay my rent. So I call USAA in reference to the issue and they tell me that it will take an additional 5 days for the money to be released.I explained to them that I needed the money or at least enough to be released for me to pay my rent and was told they couldn’t do that either. Then they told me that the reason why they couldn’t do it was because of my account history. Overdrafts.prior to depositing the money into my account my account balance was over 900 dollars. I didn’t owe them money so there should be no reason for them to hold my check. Especially when I have bills to pay. I am thoroughly disgusted with this situation and will be closing my account as soon as my check hits it. 1 Banking branch in the entire US and they want to play with people’s money.smh

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Brian Johnson October 30, 2015 at 4:56 pm

Highly disappointed in usaa’s customer service. I’ve been a customer with them for 10 years with zero complaints. Recently I had my first one and their banking department handled it horribly.
I have no branch locally and have to deposit money mobile. It requires that you take a picture of a check or in this case a money order with you phone on their app. I took an image of 2 checks, one for 700, and the other one was the money order for 120. I submitted both the checks in one transaction and I got conformation that the deposit went though. After a few days, I threw the checks away because the deposit went into my account only to find out a few days later the money order image did not get captured correctly and they deducted $120 from my account. Due to their great customer service reputation, I thought it would be cleared up with a quick phone, but was sadly mistaken.
They could not retrieve the image in the database for some reason and I no longer have the money order to show proof. They’re answer, “you’re out of luck”.. this is unacceptable.
After 10 years of banking with them with zero complaints, it’s obvious I’m not trying to commit fraud here, which is the stance they are taking by not crediting me back the money. Weather it was a technical glitch or an honest mistake by me (which it is not because a message if appears to destroy the checks!) the way they handled a long tenured customer was mind boggling and disappointing. They should have refunded the $120 no questions asked. $120 is pennies to a bank but a lot to me. And my history with them proves I’m not lying.
Further more,this is the series of events. I originally spoke with Alexandria in the banking department I assume ( or call center agent). She actually informed me she would credit the money back because it was a mistake. After a few hours it did not deposit so I followed up and spoke with Trent (they won’t give me their last names) and it was a completely different story. He said they couldn’t refund the money because I didn’t have the money anymore. I then spoke to the manager (starting to get very agitated) thinking maybe she would have some basic customer service common sense. Her name was Movia (or something like that) and that ended in a hang up because i got very angry. She said I never deposited the money and they had to image of it (hold this thought for later) and that i was ‘out of luck’. Fuming I took to facebook to complain on their page and quickly was contacted by Cathleen. And amazing they had an image of my money order!?!?! (so why didn’t it deposit). But still told me she could not credit the money. She told me to go to Western Union with the image and get another one created. (Not nearly as easy as that sounds). I went to Kroger where I bought and of course no help. I was given the 800 number and talk to there customer service agents. I provided all the info of the money order and they saw it was still outstanding (no shit!) but, guess what, they could not refund my money without me filling out a form and wait 6 yo 8 weeks for ‘research and processing’ plus a $35 processing fee!!! I have contacted Cathleen again to tell her that this is unacceptable and they need to credit my money back to my account (they have the image of my money order for God sake!). I have not heard back from her yet.
Sorry for the saga story, but this has consumed my day and taken me all over to different pts of contact and still no resolution. ANd the thing that irritates me the most is that it could be solved with just a little consumer service to see that I haven’t complained about anything in the 10 years of banking with them (no history of fraud) and that this issue was caused by their tech glich! I am the one jumping through hoops and taking on all the stress with no resolution.
This is completely unfair and unjust. please help me remedy this situation

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Lacey M October 28, 2015 at 10:20 am

To whom it may concern. October has been a bad month for many South Carolina residents. We had a major flood here. Many residents do not have flood insurance because we are not in flood zones. Some families were unaffected by this flood, others were not so lucky. My family was not lucky. Due to unmaintained county owned culverts and drainage systems, 95% of my 4.67 acres of property flooded. That property stayed flooded for a week before the county brought out heavy equipment to open a culvert. It took another week for them to finish clearing away debris so the water could drain. My home is badly damaged, my business destroyed, and my classic car is totaled. I filed a claim on my car 3 weeks ago. It took 2 weeks for an adjuster to be able to get to the car. I was impressed with the speed with which an adjuster came out after the flood water drained, assessed the car, sent the paperwork through etc. The car was supposed to be picked up the next day. It took an extra week for that to happen. I overnighted the title immediately. Usaa has had the title over a week now and the car nearly a week. I’m trying to rebuild my life. I have to do extensive repairs to my home and rebuild my business. That car…that isn’t just a car. That was my childhood dream. USAA only values it at $8500. NADA values the car at $14,000-29,000, depending on condition. Yet, I still don’t have a check for way less than what the car is worth. I do however have a list of messages from the adjuster asking that I print, sign, scan and send documents for this claim. Then a request that said document be redone. Then another request that instead it be faxed. To them this is just a car. To me, my entire life has been flooded and I’m afraid my printer/scanner/fax machine didn’t make it through the flood! While trying to work in a temporary location, raise my children out of suitcases and manage to feed them without a kitchen, I will make all of the time in the world to jump through hoops like a trained circus animal, but could USAA maybe make the time to pay my claim after 3 weeks? It sure would help to relieve some of the stress my family is currently under. Thanks. Lacey

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Heywood Jablome October 26, 2015 at 7:47 pm

They are firing good employees who have covered disabilities. They treat employees with professional BA and MA College Degrees as “call center” employees meaning they micromanage the hell out of their employees while the “managers” don’t do anything all day but look busy. It’s disgusting.

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Hilton Germany October 21, 2015 at 3:43 pm

Stuart Parker
CEO USAA

I’m a disabled veteran, who lives in Huntsville, Al. I’ve recently put in an auto claim for vandalism 3 months ago. I was told that they are denying my claim because the investigator ( ) stated my car was involved in an collision. A collission would mean my car would have sustained damages of an accident. The before and after pictures shows scratches and grey paint marks. How is this a form of Collission ? Although the police reports states it was, an act of Vandalism your investigator decided otherwise. In his commission to gather information from me the investigator wanted to act on my behalf. Because I refused, to allow the investigator to act on my behalf, he thought it was professional to threaten and bully me. His exact words were I was not going to like the outcome. In addition, he wanted me to say that the manager at the shop, vandalized my car. How can I say that he did, when I wasn’t there. The fact of the matter, I provided all the information needed for my claim to be process without denial. It is obvious that your investigators need training in their ability to scope out the truth. More importantly, they need to know how to address their members in a more professional and respectful manner.

I’m proposing to anyone that has had a complaint for Failure to pay claims to join in with me for a, Class Action Law suit against USAA. You claim you’re for the veterans, but in all actuality your company is using the disabled veterans and veterans in general.
If you are serious about looking into these claims I may be contacted at hjgerXXXX@gmail.com
785432XXXX

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Raven December 9, 2015 at 3:52 pm

Having this same issue

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Chandra Mitchell September 29, 2015 at 12:41 pm

To: Mr. Robles, Mr. Parker and Mr. Manasco: I filed a Homeowner Claim: My roof was damaged by winds and hail storms, which we have had many storms here in Alabama. I had 3 roofing companies state I have wind & hail damage. I called USAA to come out and inspect their claim it for me. Mr. Bob Hines came out did a half inspection in my book, a second adjuster came out did a thorough inspection. Mr. Rusty said, there’s damage to my roof and he’s recommending a roof replacement. I have now been advised I have to go through another inspection with the engineer whom will be out in a couple of days. I will hear of that outcome in 3 weeks or USAA will and I’ll find out soon after the results. I have just been going through it with USAA with this roof. When the first adjuster stated he wasn’t going to recommend any thing be done USAA was fine with that decision. Now that their 2nd adjuster state there’s damage USAA, the Tampa Office Mr. Shame is recommending the Engineer inspect to determine the damage. Like Mr. Shame said to me his office has the finally say. I just pray the roof get replace and we all move forward from here. Both my husband and I are Veterans 54 years of active duty between the two of us. Thank you for your support!!!!!!!!

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Rickie foreman August 3, 2015 at 5:23 pm

Membertwenty years can’t get any positive results from people have money missing from accounts hung up on by last phone represetative parents been with um for fifty years we all going to state farm

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Rickeysha Sconiers June 30, 2015 at 11:54 am

Hi I’m a fellow employee of Sitel, a company USAA contracts to take their FNOL claims. I was just recently FIRED due to the fact that I stood up for what’s right. Sitel are hiring people who were fired from other call centers due to misconduct and drug use and Sitel hires them with no problem. I don’t know about you guys but I wouldn’t want individuals like that having access to my personal information. SITEL LAS VEGAS ON 420 PECOS RD IN LAS VEGAS hire atleast 100 new employees each month. Any body wonder why? It’s due to the fact that they hire anybody and don’t do a thorough work history check. They don’t do random drugtesting which allows for A LOT of their employees to get away with using illegal drugs. SITEL DONT WANT USAA TO FIND OUT ABOUT THIS BUT IM TRYING TO GET IN CONTACT WITH SOMEONE THAT CAN HANDLE THIS SITUATION AS IT SHOULD BE. The Miley men and women are held to such high atandards and so should the people who are allowed access to their home address, bank info, savings info, property info but working at SITEL IN LAS VEGAS YOU ARENT HELD TO ANY STANDARDS. IF YOU CAN BEAT A URINE TEST BY NOW USING YOUR OWN PEE YOU CAN BE EMPLOYED AT SITEL AND HAVE ACCESS TO A LOT OF OUR MILARY MEN AND WOMEN AND THEIR FAMILY INFORMATION. I don’t think this is right. SOMEONE NEEDS TO CHANGE THIS. The people who are employed with SITEL need to be held to higher standards.

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Deb June 20, 2015 at 4:03 pm

i have been a member for 41 years. When I called for insurance on my travel trailer, I sent to Progressive. Progressive charged me $900 a year for a trailer that we pull maybe three weeks out of the year. Because I needed it right away, I paid the first payment. After shopping around, I went with Geico and cancelled with Progressive two weeks later. Progressive charged me $111.00 for two weeks! I called USAA, and was told they could have insured my trailer, and didn’t need to go to Progressive. Did they do anything? Absolutely nothing. Their website sucks; there is no way to email them and the individual answering the phone just says they are sorry for the misinformation. I want the bulk of my $111.00 back; USAA needs to stop sending people to Progressive!

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john June 19, 2015 at 11:47 pm

why do I get emails daily from usaa that I have an important message and I need to open my online account to read when my account has been locked for 2 weeks and when I call usaa the reps cant even access my account to unlock it.?

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No Way* May 24, 2015 at 5:40 pm

… and THIS is what you put up on the internet to display what your company is about..???

It Sounds like One BIG Scam!!!

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Carla Delivert May 8, 2015 at 3:39 pm

Dear Mr. Stuart Parker,

My name is Carla Delivert, I am US Navy Veteran. My account is being closed by USAA due to a third party check that was mailed to the bank by a company called Xerogrophy Document Solutions. The amount was $49,000 and the bank placed it on hold then returned to the sender but decided to punish me for something that I did not do. Even when they ask me I told them it was not mine and I was told by my boss an amount was going to be deposited. I never used the money and it was nver deposited because the bank held it then returned it. Not only did they closed my account but someone removed the mailed it information to make it seem like I was the one who sent the check. I had no knowledge of it untill I saw my balnce and ask my boss. I even told the bank that I was ok with them holding it. I was made to wait on the phone for more then 2hrs and was passed arround to 6 different people, when I ask to speak to a manage I was told there were none available.

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erin April 29, 2015 at 5:07 pm

I’ve been a member 20+ years with multiple accounts and have had challenges resolving an issue with my final auto loan payment. I found it difficult to navigate USAA’s various departments to resolve this and had to file a dispute by mail (online option not offered although understand if there are legal reasons for that). I’m sending a letter to the USAA corporate office about this as well – hopefully other members aren’t experiencing this but I think executives should be aware of it to improve the customer experience.

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a friend April 13, 2015 at 6:43 pm

To whom it may concern
USAA is centered around military members and their families so in this Americans opinion for their customer service needs they should use American owned companies I’m sure most of you would agree.
So why is it that USAA is using a call center company called Sitel that even though some of the offices are in the US the Company it’s self is owned by Canada ????? Just a little food for thought.

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Megan Kummer April 8, 2015 at 4:19 pm

i have been so upset with the treatment done by the customer service representatives in the banking department. Not only did they refuse to help us, they hung up on us several times. I will be closing all of our accounts and credit cards and taking our business to another bank.

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john June 19, 2015 at 11:30 pm

my problem with usaa that I have a problem with is that my account has been hacked leaving me with no money and my credit cards maxed out and my account locked. even usaa cannot access my account after I give them the proper I d verification. the only answer I have been getting when I call is we cannot help you. I would hire an attorney but with no money I cannot afford one. I cannot pay my bills or buy food and will become homelesssoon and it seems usaa could care less!

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john June 19, 2015 at 11:52 pm

I would close my account but cannot. it is locked and usaa will not unlock it for me…

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Angelica Thompson April 6, 2015 at 7:41 pm

I too, have been very disappointed with the quality of service provided by USAA of late. They must have lowered their standards on the caliber of employees hired recently. Two weeks ago, I had the wind-shield of BMW-X5 replaced by safelite, through USAA. Needless to say, they replaced my original windshield with a generic glass brand, even though the installer said it was the original BMW replacement part. When I notified USAA on this, I was met with a barrage of excuses. They must really think that folks are idiots. Why would I want something other than the original item on that type of vehicle, knowing that the value will be significantly lowered? At the end of it all, I asked that they stop sending me their futile emails, telling me that I will have to pay an additional amount to have the windshield removed and replaced. I have been with USAA over ten years and guess what? They have gotten complacent. I do not do well with complacency so in the very near weeks, most of my accounts will be moved to a more appreciative company and one that I can feel valued with. It is all about the customers!!!
.

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German Sanchez,Jr. March 15, 2015 at 8:59 pm

Too: Mr. Stuart Parker Ceo, I am a former US Marine served my country just as you did Sir ,I have problem with my Extended Warranty I spoke to want of your agents and I need your help with this matter as soon as possible with monthly payment for new Extended Car Warranty for two too three years at a reasonable price I would like too hear from Sir since you are a retired Air Force Pliot and instructer I would like an monthly plan with USAA I been a member for over 30 years Mr. Stuart Parker I would appreciate your help Sir in this matter as soon as possible. Thank you Yours Truly German Sanchez ,Jr . USMC ,Disabled also a Member of Disabled American Veterans .

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Marissa sutton February 13, 2015 at 6:22 pm

To whom this may concern,
May i say USAA is not what they claim to be, i haven’t had my car for almost 6 months now & it’s interfering with my job. I can’t begin to describe & understand why it is taking so long. I was involved in a hit & run August 19, 2014, (took a lil over a week for an adjuster to come out) at first everything was going smoothly & they covered me with a rental. Cool. No problems there. However, i got a voicemail sept 30th (29 days after having the rental) saying insurance was going to stop payments on the rental the 26th of sept (let me remind you i didn’t get no notice before hand). So i was stuck with an amount over $100 dollars. Enterprise then told me i had a few days to pay it or they will send it to collections. I am beyond mad at how USAA handled this situation. My car wasn’t fixed & was still at the shop. Till this day i still haven’t got that issued resolved.
Another complaint; how is it that we are in feb, 2015 & i still don’t have my car? Not normal at all for an insurance company to be this slow. Ever since August 19, 2014 i have been calling the adjuster (Arnie Pearlman) that i was assigned with & as well as insurance. Numerous time i have told them i can’t reach him & all they can do is apologize. This has been on going for months it is now feb 13, 2015. I have waisted so much time & missed so many days of work due to no vehicle. I have a lot more to say but i just want to sum up my frustration for this situation. I need to speak to someone from headquarters ASAP, i been too patient w this situation. Thank you.
Sincerely, Marissa Sutton

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Marissa sutton February 13, 2015 at 6:26 pm

$200*
Wasted*

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roderick February 11, 2015 at 12:12 am

It’s been 478 days since original claim was files for lose. It’s been 215 days since I sat across from Bart to interview me as if I was at fault or committed a crime. There was a misunderstanding about what was required and who was going to submit documents to whom, fine. It’s been 61 one days since I was advised that my file was in review. I feel the behavior and actions I am being subject to with USAA is very unfair. I have provided everything you all have ask of me and still 478 days later I’m still paying on a vehicle that hasn’t been recovered and that is not in my procession anymore. Can someone please explain to me why this claim is still open? Why am I being treated as a criminal? Why is USAA, my insurer, making me feel as if I falsified my claim because disgruntle female made false claim, had me falsely arrested, and attempted to file more false charges with them all being dropped. Why am I not getting treated fairly as a USAA member?
Still no contact…. Ok……. This is freaken ridicules I am no longer disappointed. I am freaken irritated as the insured, Beside a managers taking their time to call me (the insurer) Jennifer Miller has not attempted to do so at all and why do I still have to continue to dealing with this woman who clearly has shown me (the Insure) the lack of commitment and concern by not updating me on what going on. I have clearly being treated or made to feel like very unappreciated. Again, can I please have a Management contact me please….
I’m just so disappointed that I as the insured, I have clearly being treated or made to feel like a criminal or that I manipulated this situation over comments from a freak from a woman that has attempted to put me in jail for trespassing to ask for the return of my house key before I was aware that these statements ever existed. I would like to thank everyone (Management) for your previous responses, it was greatly noted but I cant help but feel as if I am being investigated for fraud….
Good Morning All, I have been graciously patient with this process being to extraordinary circumstance I have been put in, better yet, that I have placed myself in but I am vastly losing my patients due to the lack of communication and concern that J Miller has shown me for my claim. I understand Bart’s schedule is not in your control but what I don’t understand is that you cannot provide me with a clear time line as to when this may be resolved. I called you a week ago and made sure that you pointed out that Mr. Broussard letter stated that he would have me continue to work on documents requested when either of us attempted to reach out multiple time neither you are Bart replied with a conformation, acknowledgment, or anything stating the information submitted was not complete. Here recently I’ve called you and leave messages and you still haven’t replied. I am requesting the Jennifer Miller be removed and replaced with someone that will be more will to resolve this issue expediently. In a few weeks this claim would have been out for one year. I ask if the company would consider the following but I still haven’t receive a reply: Reimbursement for monthly payment and insurance paid over the lost four to eight months. My loyalty and commitment to allowing USAA maintain my financial needs and insurance is a must *****Continue******

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Anthonie Etienne December 22, 2014 at 5:56 pm

I have been with USAA faithfully since 1998. I have funneled all my banking, insurance, and financial needs through USAA. I applied for a loan on December 21, 2014 and was approved for the requested amount. I called, was setting up the loan. I asked the representative if it would effect my approved loan if I could see if there was an additional amount I would possibly get approved for. She stated that it would not affect my current loan. She put me on hold, came back and stated that she needs to talk to the underwriting team. Approx 15 minutes past and she returned stating that they are in need of reviewing additional amount. I advised that I don’t want to do that being I was already approved for the original requested amount. She stated that there would be no change to the original requested amount. She stated that I would get a call back in 20-30 minutes. I asked is that a guarantee. She stated yes. I confirmed and waited for the phone call. Four hours past and I received an email stating that my loan was not approved. I called back and spoke to another young lady in the loan department and she stated that the loan was not approved. I explained what had occurred and she merely stated that she apologized, but the decision was made. I asked to speak to management. She transferred me to a Executive Resolution Team member. I explained the situation to her and she gave me the same canned response of “I apologize, it is policy once a decision has been approved, it goes against compliance of the bank, even if there was an original approval.” I asked that what happened to the bond of word to mouth. If an individual from the bank states something, they don’t have to back it up. She continued with the canned response. I advised to her that I have been banking since 1998 and that I have never been treated as if I didn’t matter nor misled the way I have been today. I asked to speak to official higher then her. She stated that she that I was at the highest level that this could go. I advised that she is the top of the food chain in the bank. She stated for this, yes. I asked for a number at corporate. She advised that they aren’t able to help me. I advised that I need to be heard on about my complaint on the integrity of member services. She stated that she will forward to another team for coaching. I stated that means your telling me I have to suck it up and deal with the decision. She again gave me the canned “policy” response. As a member, that is disheartening. I take pride in knowing that the bank I support assists military and their families. Is this just a face and behind the scenes is filled with individuals who feel empowered by making decisions that effect the lively hood of families? Is the integrity of banking given a “get out of jail” free card if a mistake occurs with their member service or executive teams? I know this email will go no where cause that is what I felt. I am and will be sure to pass around the military community the experience that I received. Our days of honesty, integrity, loyalty, and humanity are lost. Especially in the world of corporate. I am now just a number……thank you for that “Executive Resolution Team” member….

Anthonie O Etienne

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Tashawn Gonzalez August 6, 2015 at 9:46 am

I know exactly what you mean about “canned” responses and being told that the Executive Team Member is the last stop on the train for assistance with a problem. It is unbelievable the level of negative customer service I have received from this bank that was so highly praised. In reality, it’s not their banking products that are a problem, it is their customer service. I am so beyond overdone with them. No one can explain to me the reason for the “holds” placed on deposits to my account done via the UPS Store and the randomness of them. I deposited a check and it was put on a 2 day hold. I deposited a money order and it was put on a 5 day hold. Supposedly, my average daily balance and NSF activity determines the “hold” but no one can tell me the reason for the disparity in the length of time. When you call or email, you NEVER get the same answer just the standard script of the Funds Availability Policy. The executive member rep I spoke to actually spent time chiding me on the number of NSF charges on my account to the point where I had to re-inform him that I am FULLY aware of the negative activity that has occurred on my account – however, there were no RETURNED deposits – I had a few bounced checks. I’d also like to mention that the way they pay checks has caused me some problems. Your “available” balance according to the mobile app is not actually your “available balance”. I did get a rep on the phone one day who did help me understand what order the checks are paid in and how to keep track of my actual available balance. But nonetheless, the executive member was useless as far as getting an actual answer and it really infuriated me when he told me that there was no one else I could speak to besides him because there is no one above them. I went online and found the address for the corporate office and the names of the CEO, CFO, Board of Directors, so on and so forth. I probably won’t waste my time writing because they will send me back the same verbiage. But I am going to open an account here at a local bank and close my account with them. It’s a shame, their customer service is so bad and their banking products are so good. I didn’t know that customer service complaints stopped at the Team Lead position. Who knew!

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Cordairo December 1, 2014 at 8:05 pm

I recently was a victim of a scam where I was contacted from a USAA phone number I was familiar with claiming they were giving out grants to assist college students.They asked for all my banking information to see if I was eligible for the grant on Tuesday, November 18th after the individual received my information they transferred the grant money into my account I received notification asking was this an authorized transaction. I replied yes because I assumed it was legit and trusted the banking institute I been a member of for years. Later on that night I tried to log into USAA.com to check my account balance and it said my account was locked so I called USAA but the office hours was closed so on Wednesday, November 19th I called back and asked why was my account locked and I was advised my accounts was negative 600. I asked how is that when I didn’t use my card at all the 18th of November. I filed a fraud report the same day and was told I would hear something within 3-5 business days and while the report is being processed I will not have access to my account so I had to go 9 days without any money because my check is direct deposited into my account so my check went towards the negative balance. I finally received information on Wednesday, November 26th in the afternoon being notified they cancelled my fraud report and USAA has exercised their rights to end any ties with me. I called USAA to ask why now they saying my checking account is now negative 7000 instead of the negative 600 I was advised of when my account was originally locked on November 18th. I asked numerous times for a summary report and prove that I was at the ATM machine and signatures on checks they said was written by me USAA is saying its my fault I was mislead by a fraudster using their name to mislead soldiers and veterans out their hard-owned money.

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Jasmine December 17, 2014 at 4:26 pm

This happened to me and I am LIVID! I am writing a letter to corporate express my discontent, I am the victim of fraud and instead USAA makes you feel like your the criminal.

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john June 19, 2015 at 11:36 pm

my problem is my account was hacked leaving me with no money and my credit cards maxed out and my account locked. even usaa cannot unlock my account and now it seems usaa has closed my account all together!

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Jose Robles November 29, 2014 at 9:11 am

This is the worse insurnace company I have ever had to deal with. The employees are rude and unconcerned. One of your drivers rear ended me and I have been put through the ringer becuase I was sitting at a red light and your insured driver was not paying attention.

The claim person I was drealing could care less, they sent me a check in the mail to pay for the damages, didn’t tell me they were sending a check and than put a stop payment on the check. I would never recommend USAA and I would never become a member. This is exactly why people sue insurance companies. Your commercials are false.

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Braulio Ramirez November 20, 2014 at 3:21 pm

Mr. Robles, USAA CEO,

Que coincidencia que usted haya nacido en el mismo pueblo que yo, Rio Piedras, P.R. Lei su biografia y es impresionante lo que un puertorriqueno puede alcanzar si se lo propone.

Le escribo porque he sido un fiel cliente de USAA por mas de 12 anos y para mi sorpresa, su departamento de servicio al cliente me ha defraudado con mi peticion de re-embolsar una cantidad dinero que necesito. Para ser mas especifico, acabo de cancelar mi poliza de aseguranza para automobil y la de aseguranza de renta (renter’s insurance) con USAA simplemente porque la tarifa de “premium” era muy alta y estoy pasando por una crisis financiera. Cuando hice el cambio fue a mitad de mes y ya que tenia debito automatico establecido, pague por la poliza nueva y USAA tambien me cobro todo el dinero. Senor Robles, en este momento yo no puedo pagar dos polizas de aseguranza el mismo mes porque no podria alimentar a mi familia. Mi peticion fue que me re-embolsaran todo el dinero que sacaron de mi cuenta de cheque, y a cambio, pagaria cualquier dinero restante en mi cuenta el mes siguiente. El numero de empleado de la senorita que me ayudo es 7040, no obstante, lo unico que pudo hacer por mi es devolverme el dinero que me cobraron por encima de lo que le debia a USAA.

Senor Robles, no quisiera dejar de ser un cliente de su compania pero si despues de 12 anos de fiel lealtad no pueden hacer una ecepcion, digame por que deberia seguir siendo un cliente de USAA?

Le ruego considere mi peiticion y como habia prometido, pagare lo que debo el mes entrante.

Gracias por su tiempo y que tenga un buen dia!

Sinceramente

Braulio Ramirez
Staff Sergeant, U.S. Army
Born and raised in Puerto Rico for 23 yeards before joining the Army in 1999.

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Sandra daignault October 23, 2014 at 9:56 am

i am writing as we sit in our home with no electricity cable internet due to a storm that happened here in CT. So we lost about a dozen trees and have debris all over our yard, list today’s pay to try and take care of all this stuff. We call USAA only to be told that the branches in our driveway are covered but not anything that damaged our lawn, the thousands of dollars we have spent in landscaping are all irrelevant in their eyes. We have a 2000 dollar deductible because it is so expensive to even have homeowners so basically we are screwed. The best part is that they have our crappy house insured at a replacement values that ux literally double what we could ever dream of getting if we sold the house. Do we pay thousands of dollars to be scammed and over insured and cannot get any assist with financial replacement of anything on our property. We repair everything on our own because we know they will only hike our rates if we ask to make s claim, we finally make z claim and get a bunch of crap. We are do sick and tired of lining executives pockets – Shame on you USAA- just another company screwing the hard working people of this country.

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Jose E Gonzale October 20, 2014 at 7:17 pm

I have a claim for water damage on my home in Orlando, Florida. It has been 7 month.
Our home walls are cut 2 feet high, no kitchen cabinets, no sink, no main bath room sink or cabinet, the dust from the dry wall is causing me to have asthma attacks, I been wheezin all the time. My wife is diss able she has difficulty walking and it has created a hardship for my household. We had a public adjuster/lawyer and claims department are
Not getting to getter to resolve the claim. We can not continue like this. We need the money claim to repair our home. Its sad that after 30 years USAA is acting this way.
I am going to contact channel 9, investigators reporting in Orlando Florida so the can show how USAA treat their customer . My policy number is 1965277.

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Jerrold Weinstock,M.D. October 6, 2014 at 11:44 pm

USAA has been our company and we have had a mutually satisfying relationship for 55 years.
However the dispute resolution department is doing a job one would expect from a
prodigiously low level company —-reeks with incompetency. We have been charged by an internet company for 2 items –one we partially were responsibly for ordering; the second item came unrequested –both were returned. The company says not in time as we were technically
supposed to get a special return # number from their customer service. THEY DO NOT HAVE A CUSTOMER SERVICE—-it is a HOAX—-so even though we returned both items unopened–we were charged on our credit card –your company says we are responsible which we deny.—-frustrating since April —dispute resolutions did not open a registered letter explaining it all and have ruled in favor of this fraudulent company –this is not like USAA—-they have always been fair and have done their unto-most to be thorough but NOT now. Jerrold Weinstock< M..D. –member for 55 years –our first ever dispute. USAA not doing thei job.

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Matthew Banks September 29, 2014 at 1:41 pm

My wife’s vehicle was struck by a member of USAA, Ben Davis, Policy 0283149821, almost a month ago. My wife and I are driving a vehicle that is missing a rear view mirror and have received no help from anyone we have spoken with at USAA. I was just told that because the insured at USAA has failed to return any calls that we have to wait. I have a few other concerns about the incident also. Both my children were in the car when this accident occurred. Is it not also common practice to replace the car seats whenever there is an accident. I do not want to hear from a claims rep as we have gotten no where with Nekeyshia Lamaupin or her supervisor, Sharah Holmes, ext 34456, in case I spelled it incorrectly. I would like the CEO to know how people are being treated. It is very unsafe to drive a vehicle with a missing rear view mirror, but no one at USAA seems concerned. I am going to give this avenue a chance before I write a letter to your CEO personally. I just want this issue taken care of, I should not have to be the one making all the phone calls. I did get upset with the last person I spoke with as I was told we are going to have to wait longer. You have a family member who is the main transporter of my 5 month and 4 year old drive without a rear view mirror for almost a month, to no fault of her own, and I promise you would reach your limit also.

Thanks for any help,
Matthew Banks

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rose okpealuk September 17, 2014 at 1:46 pm

Claim: 19808029-3

USAA CEO

9800 Fredericksburg Rd

San Antonio, TX 78288

Following up on my fax I sent on 9/15/14

also Transmitted via fax to: 210-498-1271, 800-531-8669

Dear Josue Robles Jr.,

9/16/14 I received the van replacement check yesterday, thank you. The bank I go through put a 2 day hold on my check and it will be released in full to me 9/18/14 – tomorrow. I am still in the car rental because I don’t have a car yet, without the funds released to me. 9/16/14 Lisa Lorenz called my attorney Jason Skala’s office, and talked to Amy, Jason’s paralegal, and Amy told Lisa about the 2 day hold on my check with the bank and Lisa asked Amy if I am still in the rental, I am, and still will be until tomorrow when the funds from the van replacement check are released to me to pay for the car I’ve already picked out. I still have to get my son to school 9/18/14 tomorrow morning by 7:15 am and the banks open after 9:00 am. I also go to my chiropractor on Thursdays and can do that while waiting for the banks to open.

9/16/14 I called Enterprise and talked to Sean Gaskins at 907-563-5050 and he said he didn’t hear from Lisa Lorenz and that he doesn’t necessarily have to hear from her, they (USAA) take care of it on their end through a note in the system, or something like that and that he would check if there is any note and would call me back, Sean Gaskins still hasn’t called me back to confirm whether or not the note is in the system.

Please let me know as soon as possible about this situation with keeping the rental car until the van replacement check funds are available to me 9/18/14, thank you.

Sincerely,

Rose Okpealuk

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CW3 Neal September 17, 2014 at 1:37 pm

I asked USAA to tow my car, and the idiots opened a claim then tried to tell me I tried to file a false claim when it was their representative that did it. Then they’ve been so rude. The first guy I had was so disrespectful, and nasty, they sent me to another rep. The second rep told me the claim was closed the next thing I know they started investigating the claim which makes no sense. The car was paid and was always going to be paid by myself, and my wife. All we wanted was for them to tow the damn car. They don’t want to own up to their mistakes. Then they think its okay to treat their customers any kind of way. The sad thing this isn’t the first incident we;ve had from them. We had a situation with their home owners department before we sold our house. At that time I was deployed and got injured the same week my wife drove home to bury her sister. Then we found out a tire destroyed our kitchen and bathroom. They made my wife do all the leg work when it was their responsibilty to do it. Just horrible.

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Rose Okpealuk September 15, 2014 at 3:59 pm

I was in an accident in 8/6/14 with your insured tameka hill & the claim # is: 19808029-3, 9/2/14 I did my recorded statement with my attorney Jason Skala 907-569-**** with Lisa Lorenz your adjuster at ext. 40536 & at that point liability wasn’t being claimed by USAA & we didn’t have a full copy if the police report & Lisa asked for me to gather my belongings from my 1998 dodge Grand Caravan & to get Anchorage Towing to release my van to USAA & 9/10/14 Debora A Ramos at ext. 74685 & I conferenced in Jason Skala & we heard Debora say that I print the overnight shipping label then fed ex my title & key or any remotes & she’d fed ex overnight the check for my van replacement & then we got to the car rental & Debora said USAA would pay for my rental through today 9/15/14 & now I called & talked to Lisa Lorenz transferred me to an Evett, she just fed ex overnighted the van replacement check to me today in our phone call & then today I talked to another guy who transferred me back to Lisa Lorenz & she talked to enterprise car rental agent Sean gaskins at 907-563-5050 & arranged him to reimburse me for the rental & not the collision that I’ve paid out of pocket for since 8/29/14, when the communication in the call with me & Jason Skala on 9/10/14 with Debora Ramos sounded to me like I was going to be reimbursed the total amount I’ve paid for the car rental & not the whole total & said the van replacement check would be overnighted to me I was expecting the van replacement check by Saturday 9/13/14 or Sunday 9/14/14 & still today 9/25/15 it’s not in my hands & in the call with Debora on 9/10/14 she said usaa will only extend the car rental for me through today 9/15/14 & if I return the rental today I don’t have my car replaced yet because I don’t have the van replacement check until tomorrow how am I to get my son to school tomorrow, please help me with this situation I wouldn’t be in if this accident didn’t happen. Call me 907-440-1718.

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Andrew July 11, 2014 at 10:35 am

Next

USAA communication with their customers is by far the worst I have ever experienced. They assign you a processor when trying to get a home loan that will send you an email stating that they are your one point of contact. Well with my experience this one point of contact is never available. I would call several times a day and only get a voicemail. This voicemail would state leave your name and number and I will return your call by the end of the business day. Yeah that never happened. Then finally after an email complaining I get an email stating I have been trying to call you at a number that was incorrect. This tells me they are not even checking their voicemail since I left my name and correct phone number. I would send emails and very rarely get a reply. I would download requested documents and email them to this one point of contact and then get a notification stating I still need to download the same documents. They sent me a notification of a deadline to get all documents into them or they would cancel my process. Funny thing is the documents they needed couldn’t be possible until after I sold the house I currently live in and that wasn’t happening for another couple of weeks. They have a copy of the contract for the house I was selling with all the dates and I have personally told them what day I was closing on the house I was selling and was assured it wouldn’t be a problem. Unrealistic expectations. Then to top it all off, they make you pay a 350 dollar good faith payment to even start the applicaiton process and tell you its non-refundable. Most lenders don’t get a dime until they get you to closing. I believe USAA does this to prevent people from just quiting them. If they get someone even a little invested maybe they will stick it out through their incompetence. Everytime I call I get another excuse. First its we will send out an email to the supervisors and you should get a call back by close of business. When close of business comes and I call them back I get well they have 24 hours to contact you. That 24 hour mark came and went two hours ago. Who is holding anyone at USAA to their own standards. Why does the standard change with every phone call? USAA may have suckered me out of 350 dollars and wasted my time but I will ensure I share my experience with all friends, family, and Soldiers. For someone who uses the military as a marketing tool and claims to do such a service to those who have served sure does not show it through their customer care and methods of business. Thank you very much for your support USAA (Sarcasim)and I’m sure nothing will come of this message as nothing came of my phone calls and previous emails.

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James Herndon June 26, 2014 at 8:09 am

I am writing this in regard that the man by the name “Chris Brewer, employee number PLH9477” has helped me greatly in providing me a way of getting to work today. He helped resolve some issues with my bank account where I have had unauthorized transactions that put me with a negative balance. He was able to forfeit the NSF charges which put me back in the positive. I can’t begin to express my gratitude toward his hard work in resolving this issue. If by any chance you do you this Mr. Brewer thank you from the bottom of my wife’s and my heart you are always in our prayers. I do hope this message does something for you. Please to who every in the higher departments that deal with giving raises out, Mr. Brewer really does deserve one. Thank you very much.
My number is 805-712-XXXX feel free to call me. Have a wonderful day.

Sincerely Spc Herndon, James

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matthew R May 29, 2014 at 1:54 pm

To whom it may concern in the CEO office

I have been so disrespected by this company and will no longer recommend any of your services if my situation is not resolved asap! I have a large amount friends that live on army bases and airforce bases. If my auto insurance policy is not reinstated without any problems or lapses in coverage which usaa staff said they would do , I will make sure I will leave this company and never come back. if the Ceo and managers of this insurance firm allow me to be raked over the coals by beaurocrats at the state level, I will make it my mission statement for the rest of this year and next year to tell all my personal friends of my unprofessional treatment at USAA
Make it right

Matt R
marietta ga
770-605-XXXX

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emmanuel solorzano April 11, 2014 at 6:09 pm

Hello My complaint is, I can’t find anyone that knows how I can get a copy of my 1099. This is a tax document stating how much I was paid last year.
I’m an independent body shop that was paid by USAA for year 2013.
I had a change of address and my new address wasn’t forwarded.
Texas headquarters sent me to California twice. California sent me back to headquarters twice. Nobody knows who to contact.
Can you please help? The name of my shop is “PROFILE AUTOBODY”. In San Jose CA . My number is 408 476 XXXX Thank You Sincerely, Emmanuel Solórzano.

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michael giglione October 24, 2016 at 4:54 pm

The caring company has left the building. This company now really sucks and is packed full of excuses. They do not read their message board and search for technicalities to avoid payouts in whatever way they can.

I am thinking of which ways I can advertise their failure.

Any suggestions?

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