USAA customer service reviews

Read the reviews below to see the experience other people have had when dealing with customer service from USAA.

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Viewing USAA customer service reviews 1 - 25 out of 33
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23
May

Posted by Clintonmizell292


on 5/23/21 at 7:01PM

Feeling frustrated ive recently opened up a new account with usaa bank an as soon as i tried to login it locked my account when i call im put on hold an then in middle of a sentence with a rep it goes to holding an then im told i didn't pass the identity verification i wasn't asked any type of question at all i give my info an was put on hold then told this an they couldn't even patch me to a supervisor i was told id have to call back an sit on hold for another hour an a half

29
Jul

Posted by Anonymous


on 7/29/16 at 5:34AM

Feeling frustrated because I received a new card in the mail with a chip in it when my old card expired. I have had nothing but issues when using this card. I can't pay any of my bills with it and it does me no good to have it. I guess I will be switching banks. SMH

08
Dec

Posted by The Accused Scumbag Thief


on 12/8/15 at 10:37AM

Unbelievable!! In error, they make a deposit of two hundred dollars into my account in April 2015. I didn't notice the error. That's MY FAULT. I should have noticed it. No dispute with that. Then, in November 2015 they find their error and remove the $200 without any notice or communication. This causes my mortgage check to bounce with included fees. To make things worse, they now have a six day hold on deposited funds into the account that they will not remove, saying that it is not related to their error! So far, just a case of bad customer service. But the last person I talked with from the "management" for customer service told me "It's not our responsibility to advise you that we are removing funds you knew you shouldn't have had." Wow! Now I'm a scumbag thief! There are a lot of people out there who would do exactly what she is accusing me of. I don't doubt that for a second. But, I'M NOT ONE OF THEM!

27
Oct

Posted by Anonymous


on 10/27/15 at 1:04PM

I have been with USAA since the '70's and never have I been subjected to such a rude, unprofessional, mocking agent. His name is Sean Mulligan . I am surprised that USAA would have someone that unprofessional representing USAA.



Carla DeVaughn

23
Sep

Posted by Snowden Edward


on 9/23/15 at 11:48AM

This is the fax for claims but if you put your policy or claim number on the document it should get to the right person within an hour. Delays for all incoming faxes are due to central fax number. If you fax something at 1pm, an employee usually receives your fax by 2pm. Your USAA claim # if you don't know it is your member number followed by a "-(dash)" and three numbers

22
Feb

Posted by Anonymous


on 2/22/15 at 11:41AM

i am trying to fax some important information to usaa corporate rep for asi select i cannot find a fax number anywhere..what is the problem..they have cancelled my homeowners and i have paid

25
Jun

Posted by Rich wants more services...and w


on 6/25/14 at 7:51AM

Grievance Dept, Marketing Dept., Advertising Dept., Services Dept.,

I have been with USAA for a long time. I understand you were started as an on-line banking service. I also understand that you are growing. I want to promote USAA so badly, but can't because you don't offer a service that is badly needed by my children (the future of USAA). I recently talked to Belinda, #93689 and told her I wanted to talk to a senior marketing individual to find out if anybody is looking into methods for members to deposit cash into their accounts.
All three of my children are college graduates; My oldest child is already a professional; one is in Nashville taking his shot at a music career; my youngest is headed into a management job in the tourism industry also in Nashville. In the meantime, the two in nashville are working at a high end restaurant as a waiter/waitress and work on a cash basis (tips). They currently have two accounts, one with USAA and one with a bank that they hate and I will not mention. The reason for two is because they need one to deposit their cash into so they can electronically transfer into their USAA account. This process is painful and time consuming.
What they need is a way to deposit cash directly into USAA. You can't do it at an ATM; you can't do it at the UPS store (they only take checks and money orders). So what are they going to do??? Pay for a money order at UPS just to turn around and deposit the money into USAA (retorical). Does that make sense? If they HATE the bank they are depositing cash into ...and paying all sorts of service fees to boot, just to get money into USAA, there is no reason to have USAA and they might as well get rid of a step, which is USAA.
Here is my easy solution: If UPS can't/won't accept cash deposits into USAA accounts and since USAA refunds ATM fees, apply the same policy to MOney order fees. In other words, refund money order fees when the money order is purchased at the UPS outlet to deposit cash directly into a USAA account. How simple is that? This could be implemented very quickly and with little effort. Unless of course, you are not interested in providing a service to a sector of your customers that works in a cash environment. I find it hard to believe my two children are the only ones that have this problem.
Frankly, I live in VA and this is a feature that I could take advantage of during those times when I want to deposit cash into my account. Even though I have a financial center in VA Beach that does allow me to deposit cash, it is across the water (45 minute drive with lots of traffic and tunnels/bridges)and it would be so much more convienient to go to my local UPS store to do this and know that it won't cost me anything to deposit my own money.
Please respond with a call ASAP. I feel that this is a great idea and would expand your line of services. Thanks
Rich wants more services...and wante them NOW!!!
Long time USAA Member

17
Feb

Posted by Sue


on 2/17/14 at 9:31AM

I have purchased five homes using various mortgage companies. USAA was by far the worst. When you try to get information as to where you are in the loan process they treat you like you are such a bother. When I asked to speak to a supervisor she was even ruder. I would NEVER go with them again. The process took far too long and they wanted so much insignificant paper work that I think they like to keep the money paid in but do no work.

03
Feb

Posted by Anonymous


on 2/3/14 at 1:50PM

Pogie One

Yes, we have used USAA products for 30 yrs. Recently, we have learned that USAA has let us down. They strung us along on a mortgage and are now, at the last minute, refusing to finance us. We have a high credit score & low debt ratio. They are denying us the mortgage based on the age of the roof. It has been verified that it is not leaking. We have gotten estimates to replace the roof immediately. They won't consider escrowing monies for the roof, NOTHING! We lose! There are other offers on the home & we don't have time to obtain a loan elsewhere. USAA has changed drastically! We couldn't be more disappointed. Our local lender said they would have definitely financed us. Be careful! It's a big company that doesn't care about their reputation or your loyalty. Local lenders in small towns will find ways around any issues to help, USAA won't!

21
Jan

Posted by Anonymous


on 1/21/14 at 3:37PM

Does anyone know the contact number for the USAA branch in oceanside, ca. i have been trying to find it and its nowhere to be found. they lost a payment i made on the 3rd and now my insurance is cancelled. aaah!

31
Dec

Posted by ahaddock


on 12/31/13 at 7:01PM

I love, love, love USAA! The best company ever! Yes, sometimes there are mix ups. I was suppose to get my debit card within 2-3 business days and when it didn't come I called and USAA was quick to admit that they had made a mistake and had sent it out regular mail instead. Even though they made what seemed like a horrible mistake at the time they were quick to fix the problem and were professional and courtesy throughout the whole process. When people comment bad about USAA they don't ever mention the great things they do for them or how sometimes they go out of their way to try and help you out. I know from personal experience that you are going to get a bad member service rep every once in a while. But seriously come on! Everybody has and off day or a bad day every once in a while. When I compare other companies to USAA those other companies cannot even compare! USAA will always be the best in my book, despite the few mistakes that happen here and there. Sincerely, a member of USAA.

23
Sep

Posted by Michelle L


on 9/23/13 at 6:44PM

My husband's debit card being declined while traveling back to USA, plenty of money in account. NO WAY TO REACH ANYONE AFTER HOURS!!

10
Sep

Posted by No USAA U.S. Are Asses


on 9/10/13 at 9:58AM

This is the most incompetent company I've ever dealt with. I left Allstate after 30 years for a great rate. At least Allstate always got it right the first time.

I've spent a combined total of 4 hours on the phone since February dealing with various mistakes made by these people.

This is the second time that I received notice by the state that I did not have coverage on a vehicle. And I have FULL UMBRELLA coverage.

I had one rep tell me that I couldn't insure a vehicle I had in storage because I HAD an Umbrella Policy. If I had basic coverage, they would cover it but not with higher coverage from an Umbrella Policy.

It's like talking to bricks. I just counted that I explained something to one woman FOUR TIMES and she still asked me again.

The discount is not worth the pain you will undergo.

07
Aug

Posted by Panamagal


on 8/7/13 at 3:57PM

I worked at TeleTech who is the call center for USAA. The training is terrible. We had four weeks of computer reading and testing. The first day of taking phone calls we were sat at the computer and were told, "Start taking phone calls." TeleTech does not care about training and hides information from USAA. USAA does not care about who and what kind of people work at TeleTech. TeleTech hires anyone who breathes.

22
Jul

Posted by scochran2


on 7/22/13 at 2:01PM

I recently opened an account with USAA, than within a few days was restricted from my account due to outside fraudulence. I received a statement on my account and want to know how I can get access to my account to get the money that is in there. Please let me know at



Thanks

14
Jun

Posted by vermonter16


on 6/14/13 at 3:38AM

My husband and I have been trying to refinance our construction loan into a permanent mortgage since February. Our construction loan expires today and now we will be in default because of USAA not doing their job and not holding anyone accountable. An appraisal took over 60 days to finally come in and then the appraiser said a couple of things needed to be done. Our GC worked closely with USAA as to EXACTLY what needed to be done and then the appraiser came out and noted a couple of other 'issues' which are purely cosmetic and subjective. This was after USAA was supposed to have the appraiser come back weeks ago but for some reason failed to order the appraiser back out. She finally came out, turned in her report, we are waiting for a yay or a nay from USAA...have heard nothing. Emailed the loan processor countless times for an update, called her over 20 times.... we had to finally speak with someone else who spoke with her only to find out that someone didn't realize our paperwork was supposed to be 'rushed'. So, now it is the day that USAA is forcing us to default on a construction loan. I've never defaulted on anything in my life, EVER! This is humiliating. What happens if USAA still doesn't give the thumbs up for closing? What happens to our dream house? We are only asking to borrow half of what the house is actually worth...it shouldn't be this big of a deal. We should have gone with a local bank and this would all be over now... Don't use USAA if you can find someone else.

19
May

Posted by Pogie one


on 5/19/13 at 7:28AM

I have benn with USAA for 19 years and have had both a car and house claim. Both claims were taken care of very fast and professionally. After reading comments here there has to be more to the story...these people are not being fully honest.

09
May

Posted by mlere01


on 5/9/13 at 6:13PM

Been trying to refinance with USAA. After talking for month and having to explain myself over and over again, I said to the morgage person "this is so frustrating I want to shoot myself". Sh asked if I was going to hurt myself. I said I was not; I was simply frustrated.
After talking for 10 more minutes, and receiving 2 emails from her over the course of an hour, they called the cops and told them I was suicidal. Now there is a police report stating I am was a suicide risk because my bank called the cops on me.
To add insult to injury, I had to get a psychological evaluation and give it to the cops before I can retrieve the weapons they confiscated for my safety. You just lost a decade-long customer. Thanks to you, I now have the awesome stigma of being a suicidal combat vet. Thanks USAA.

12
Apr

Posted by USAA Fire Claim Victim


on 4/12/13 at 8:43PM

We had a serious fire on Feb.5th 2013 in Newport, R.I. and the house is now unhinhabitable for a year. They stuck myself, my wife, and two teenage sons, our beagle and pets in a single 2 bed hotel room for a week. Then after complaining they split us up into two rooms where we have been now for 2 1/2 months. We found out recently that we are entitled to a 3 bedroom home just like the one we had until a permanent residence can be found.USAA has not only failed to disclose our coverages to us but has lied about the Additional Living Expenses we are entitled to and is now trying to take the packing, moving, and storage of our damaged and undamaged belongings out of our property claim money which we need to restore and replace our lifelong furnishings. We have over $8000 in out-of-pocket additonal living expenses spent on food, laundry, etc... and not a penny of it has been reimbursed to us to date. They have been given all the receipts as well as our completed property claim sheet over 3 weeks ago and they refuse to do anything to help us. They have threatened to have us kicked out of the hotel this Sunday (April 14, 2013) but at the last moment today (friday April 12th)changed it to next Friday. With no home and no money from our claim where is this family supposed to go??? The USAA preferred contractor we used to get some of the big items out of the house took our stuff and we never heard from them again until 6 weeks later when they wanted us to endorse a ten thousand dollar check for house items that fit in a 10'x10' storage space. Servpro was at the house for 4 hours on only 2 days and had 20 on site hours of service. Yet they are billing us 160 hrs. worth of work. They are now under investigation by USAA (supposedly) and are being reported to R.I. State Attorney Generals Office for fraud and attempted insurance fraud. This goes on and on. USAA is a dishonest company and preys on people at their most vulnerable time. My wife and I come from Military Families and I serve in the U.S. Merchant Marine, mostly in the Middle East and I was due back to work 2 months ago but I cannot leave my family in this horrible situation. My father is a three star retired Navy Vice-Admiral, a highly decorated Vietnam Bomber Pilot and former Captain of two U.S. Navy Aircraft Carriers. My wife's father was also in the Vietnam war a Captain in the Navy and spent 17 years in a veterans home with multiple war illnesses before passing away several years ago. Her mother raised her ten brothers and sisters alone while her husband died a slow painfull death for 17 years.Both our families have been with USAA for over 50 years individually. We have been with them for over 20 years of our marriage. And they could care less. They are denying us every coverage we have paid for, lying about what we deserve when we ask and they never answer the phone. If calls are returned it is done days later and nothing is accomplished. They DO NOT serve our military or its members and they have used our service members blood on the battlefield to build their empire as they well know service members pay their bills, are more responsible than the average civilian, and they always answer to a higher command. It is disgusting what they have and are doing to my family after living in the same home for 16 years and paying them to be there if a disaster happens. Its crimminal, immoral, and shamefull. How do their military executives sleep at night knowing that crap like this is going on. Where's the accountability? You should read my file I have been keeping. This belongs in the N.Y. Times. Maybe I should mail them a copy.

06
Apr

Posted by dah1970


on 4/6/13 at 6:48AM

Deposited $900 through there direct deposit using ups and money order. They have the money but I cant access. I am on the side of road and cant buy the parts needed. I really loved sleeping in my truck In a gang neighborhood because I couldn't buy a simple belt. Thanks for your lack of help and cant reach anyone by phone service for who served yeah right going to close accounts

23
Feb

Posted by Gigi


on 2/23/13 at 7:31PM

After paying USAA auto, property ins premiums for 40 years and getting excellent service it is sickening how the past few years they have turned in to a non service, give-our-customers-hell attitude. We asked for a claim review when we discovered the over $3000 surcharge added to our premium over several years following our claim for hitting a deer on the freeway. They recorded we hit "an immovable object" which required/allowed
the surcharges. THEN we discovered IF we had paid a $7 forgiveness fee allowed by our state, there would not have been surcharges. How were we to know about the "forgiveness" premium? Years past, when our policy renewed we were always updated on such things. USAA is making big $$$$ on the backs of its insured customers who discover, when they need USAA, that their insurance is next to worthless! What has happened to this company??

26
Dec

Posted by SonofUncleSam


on 12/26/12 at 6:58PM

In September of this year, the 6th Circuit Appellate Court clarified the confusion that apparently existed within USAA Federal Savings Bank (Boggio v. USAA Federal Savings Bank, Docket No. 11-4040). The bank was under the impression that when it received a dispute from a consumer regarding data provided to the credit bureaus it need not do more than a cursory review of the account to satisfy its obligations under the Fair Credit Reporting Act if they were not provided documents that comply with their own internal procedures (police report or fraud affadavit).

The court found that USAA has been routinely violating consumer rights that are protected under the FCRA. USAA, as a furnisher of information to a credit bureau failed to fulfill its obligation to conduct reasonable investigations initiated by the consumer direct dispute process.

Now it is clear that USAA was made aware of these violations but continued the illegal practice unabated, in spite of the fact that it has been declared illegal. Given that fact and USAA's close association with members of the U.S. military (both active and retired) should that not be corrected? Should USAA not be held to a very high standard?

08
Oct

Posted by Anonymous


on 10/8/12 at 1:37PM

USA should rad these comments and learn from them,,,sounds like alot of unhappy customers..Why put in a comment section and have it full of bad reviews,,,,Sorry for you USAA

09
Aug

Posted by SomeoneWhoKnowsBetter


on 8/9/12 at 10:51PM

Do your research. This company has outsourced so much of its internal workforce to India and abroad. It is just shameful. If you do not talk to the representative, more than likely their job is or will be moved to India. I work at USAA and I have served in the Armed Forces. Very shameful how this company profits off the appearance of being for America, and then goes off shore with jobs.

02
May

Posted by joseph


on 5/2/12 at 8:03AM

DEAR SIR OR MAM LOOK IM IN AFGHANISTAN AN I CALL USAA, BUT THEY CANT HERE ME. I HAVE ACCOUNT BUT HAVE CHANGE MY EMAIL ADDRESS AN I CANT CHANGE IT UNLESS THEY HAVE NEWW EMAIL ADDRESS. I WANT TO GET SOME LIFE INSURANCE MY EMAIL IS [email protected]

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