USAAReviews 132

I would have gladly selected zero stars, but that wasn't an option. I have been a USAA member for 22 years, and never in my life have I been treated so poorly. I have zero accidents, zero tickets and no insurance claims and yet they treat me like I'm a problem. I have spent over 6 hours of my time on the phone with them the last two weeks just to get me nowhere. They continue to make errors with my accounts and yet I have to pay for it. Employees like Richard (badge W6866) and Jennifer (agent #*******) were completely useless, unsympathetic and just rude. USAA never took any responsibility for their countless mistakes and all they could repeat was "I'm so sorry." What's sad is that they are willing to let a faithful client of 22 years walk away because they are too proud to help. If you are a veteran or have a veteran in your family, do not go with USAA as they don't respect you and are just another greedy bank. Can't wait to take my business elsewhere.

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

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

I joined USAA in the 80's when they liked serving the military. I noticed their attitude and level of service take a noticeable shift about 11 years ago. That shift has caused me to find a better insurance company for ALL types. They have mishandled my loans so I have paid them off. I have no debt to them and so I am in search of a bank that appreciates it's members like they used to.

We had a house fire and everything was destroyed including our cars. USAA has been excellent. They responded quickly, and handled us with extreme care. The only thing I would do better is to ensure that all of my policies met the cost to replace. USAA customer service is top-notch, you couldn't ask for a better insurance company to service veterans. If anyone is a veteran and they are with any other insurance company other than USAA, I recommend that they make USAA their go-to for Home and Auto Insurance. I will never have another insurance company unless USAA terminates our contract with them. Also, please ensure you are properly insured, no matter the cost because you never know when you may need to use your Insurance. USAA is Number 1 in my book. Thank you USAA for taking such good care of your veterans!

Bought my wife a new truck. Called USAA to cancel the old truck, and add the new truck. They told me I had to tell them the 4- digit code they would send to my phone. I Told them my Trac phone was dead and wouldn't charge. I went to Walmart and bought a new Trac phone, and attempted to swap Sims card, and broke the clip in new phone. Dicided I was done with USAA and went to Farmers Insurance the next day, and purchased all my autos Insurance with them. Same coverage for about $100 a month cheaper. Called USAA to cancel, same thing couldn't do without 4- digit code to my non existing phone. Sent certified mail w photos of front, and back of drivers license, and Farmers Insurance policy to verify my cancelation date, and to verify who I am. Also my new phone number. They text me stating they received my requests to cancel my Insurance, but doesn't have the proper signature? I purchased another Trac phone and finally got my old number back. Will call USAA one last time to give me my BS 4- digit code so I can Cancle them forever. They pre took 5- Months payment out of my account. USAA is a 2- Star or less Company!

Increase policy for no reason after 20 years please don't do any business with them they don't care about the military serviceman for the last 4 years in the roll every year the increase my policy all they want is more money

I've been a USAA member for almost 20 years. Since their change in management 2017, and merger in 2019, customer service and the benefits of having a USAA account has gone to crap. Might as well bank with Ally or US Bank. Customer service has also gone to crap. I was put on hold for 15 minutes when I could not verify that a missing card was canceled. Someone was literally stealing money while I was on hold with their service rep. I get transferred to four different people for what use to be a simple task. USSA has become an insult to veterans and their families.

I wish I could give this organization negative stars, but I can't. I went back to USAA and gave them a second chance, and I regret that decision on a daily basis.

That have over $1500 of my money and I cannot access it. I am at the point where I am going to close any and all accounts I have with them.

Go to Navy Federal. I have several accounts there, and have NEVER had an issue.

Stay as far away as you can from USAA.

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

I've tried to work with USAA for many years. I've tried large purchases with them. I've tried to refinance my auto loans though them. I've tried their life insurance with and my auto insurance with the.
1. My auto insurance rates are much higher with them than any other insurance agency.
2. Their life insurance is a sham.
3. My friends claim has been an ongoing claim for the past 4 to 5 years. Refusal to pay out for coverage paid for.
4. It's nearly impossible to get a loan from them, being a home loan, car loan or a refinance loan from another major financial institutions.
At this point the only reason I still have a checking account there is because that is where my va disability check goes.

To all Veterans with fair or lower credit scores, Go some where else for your banking and Financial needs. They don't have your back or your best interest.

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

I have been a member since 2005 and initially was 1000% thrilled with my experiences with the FSB and Insurance aspects of USAA. Then suddenly, around 2015-2016, not a single encounter with USAA was pleasant. Rude customer service agents, funds magically disappearing from accounts, fees out the Yazoo, just disgusted overall. Then it seemed to hit an all time low during the pandemic. Insurance policies being canceled for non-payment 10 minutes after submitting an online payment, via USAA bank account, using my USAA debit card, on the payment due date, and submitting payment for the full policy amount and not the monthly minimum premium due, then being denied ability to reinstate coverage, and having paid the premiums for the entire year and being denied coverage, or a refund, I had enough of USAA and gave them, BBB, and Dept of Justice a piece of my mind of the experience I was having and feeling like I was defrauded by my own financial institution, I started having high executives reach out and correct the issues. The past six months have been much better experience and the nearly $500 in erroneous fees charged were refunded, my experience lately is more likely to allow me to continue banking with them, but I was done. They still have some making up to do especially after the extremely low, disgusting experience of their agents, but they are trying to get better. I am now neither completely displeased nor uber thrilled with them, but right in the middle. The years of horrible treatment have scarred them for sure.

USAA *******722 auto insurance customer service reps are a joke. I can call 5 times and ask to speak to a manager, and all 5 times the customer service reps will tell me their opinions about what I should do instead. Unfortunately, these people lack training and have no idea what they are talking about so their opinions are always wrong. They also love to put customers on hold if they can't answer the question. Luckily, after 20 minutes the system auto ends the call with a performance survey. Just let the phone sit on speaker, and give them a bad rating.

Was with USAA since 2007 and noticed a drastic change when they got a new Corporate leader around 2017. Gladly leaving them right now, just the worst. Pity to their employees working in such a system. Moving to Navy Fed.
Next I read that recently they got into hot water for money laundering... sheesh.

Christine in deposits is beyond fabulous by taking more than enough time to help me with all my issues and patient and genuine. She helped me more than i have ever expected and usaa is amazing but this is the first time that it felt more than above and beyond. I have been dealing with many issues financially and embarrased to call but she walked me step by step. Supportive and patient and usaa you did a tremendous job with hiring someone like Christine. Especially in the world that we are living today when talking about financials isnt easy and her finding ways to help me get back on my feet by just taking the time to listen and give advice and help me in areas i didnt know about it. I know not every call is easy on both ends but kindness and genuine goes such a long way and she did and continues to do this to not only myself but others. Please give Christine a huge shout out. <3

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

I`m 65 years old i`ve had a bank accounts since i was 15 years old none of those accounts were ever compromised. I`ve had usaa for 7 years my usaa account has been compromised 6 times in 7 years. I suspect that usaa employess are scamming and stealing from their customers, either that or they have NO account security. I left usaa after the last scam and loosing $3000 I will never go back. Please stay away from these crooks.

I've been a member for 36 years but its time to leave. I just opened accounts with TD bank and a local insurance agent, what a difference. Don't go near USAA.