Customer Service Scoreboard
Their car insurance rates have climbed so high that I recently did some comparison shopping and found that I could get the EXACT coverage for 2 of my cars at (within a few dollars of) half the price with another major company. I switched the 2 full coverage cars but left a 3rd that had liability only, as I was planning to sell it soon and figured I'd just leave the coverage as it was for the time being.
Imagine my surprise when I got a letter last week from my State Dept of Motor Vehicles stating that I owed a fine for driving an un-insured vehicle! USAA HAD CANCELLED THE INSURANCE ON MY 3RD VEHICLE ON THEIR OWN INITIATIVE AND WITHOUT NOTIFYING ME!!
I'm moving my home insurance to another company this week.
AFTER 35 YEARS I AM DONE WITH USAA!
Consistent with reviews below, customer service at USAA is horrible. I have to call every single day only to go through the same 1 hour hassle of explaining how my condo flooded, I am not able to live in my home, my husband is deployed and I work full time. It's truly a full time job to work with USAA. They are extremely slow and do not make life easier.
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
After 18 years of banking with USAA they let me down. I'm one of the thousands that they've done this to when it comes to not keeping their word, dropping the ball, being completely dishonest, delays, and being absolutely incompetent. Do yourself a favor and read the reviews and complaints on their site, Better Business Bureau site, or just goggle all the complaints about this bank. There's several class action suits being filed and honestly I hope they have to pay heavily for all the damage they've caused so many veterans and civilians over the years. Up until now I had no reason to doubt them but after doing my research I should have never signed up with them. Now that I have several accounts with them from banking, insurance, loans, and investments I'm sure it won't be easy to cut ties as I've heard absolute horror stories about leaving them as well. Do yourself and look for an honest bank, USAA is far from that!!!
USAA Auto Insurance says on its website, "WE PROUDLY SERVE MILITARY MEMBERS......." I am here to tell you, THAT IS A LIE. They will "proudly" sell their products to you, but they DO NOT serve you, once you have purchased their product. I am an Army Veteran who SERVED" in the Gulf War, THAT is SERVICE. You would hope and think USAA would want to honor their rhetoric.....what a huge disappointment.
In fact, If USAA Auto Insurance was a book, it would the #1 selling "HORROR" story written by the likes of Stephen King.
Bar none, USAA Auto Insurance is the absolute worse in "customer service," and even that is a gross understatement.
My bloodcurdling experience with USAA began on December 18, 2016, the day after I was in an auto accident; T-boned on the drivers side of my "new" SUV. I had to be cut from the vehicle and taken by ambulance to the hospital.
I notified the claims department at USAA and after being instructed on my path forward, I selected a USAA "approved" repair shop and my truck was towed to the shop, called ABRA. So far, so good. It seemed that the agent was empathetic to my plight and at that time, I felt good about having USAA's coverage. That feeling wouldn't last long, at all.
Five (5) days later, I get a message on my USAA App, that a check for $16,365.27 had been issued to ABRA, for the body repair that was needed on my SUV. Again, I thought, "wow" USAA us really on the ball.
A few days later, when I could physically get behind the wheel again, I picked up my rental car, which I understood to be be covered by USAA, until my vehicle was fixed.
Well, here is where the customer service began a tail spinning rapid decline. The car rental company called me on January 6, 2017 and told me bring the rental car back, because the coverage period had expired. I explained that I would have to call ABRA, the car repair shop, to find out the status of the repairs. I was told by ABRA, that they in fact, had to "TOTAL" the car, because it couldn't be repaired and said, USAA should have notified me about this. Well, they didn't.
So, I called USAA and spoke with Ricardo Lomas and explained the rental situation and questioned why had they not followed up. Mr. Lomas was considerate and did what he could do and extended the rental until January 13th.
But, someone at USAA had dropped the ball, when it came to following up on my claim.
Per Mr. Lomas's instructions, I Fed ex'd my trucks title and other required paper work, for a "totaled" vehicle, same day.
Beginning January 8th, I started called the USAA's assigned agent to my claim, Virginia Lomas, to inquire about the process. All of a sudden, no one at USAA is talking to me. No answer, day after day after day and no call back. I left message and another and another...no response from USAA. In addition to the pain and suffering, (concussion / trauma to the head w/ongoing headaches, hip issues, whiplash, lower back pain) all that, I am trying to cope with, while worried about transportation and making a living. Finally, I sent a text, through the USAA app and got a response.
I communicated with Virgina Lomas and explained the car rental extension was about to expire in one day and with the "coldest, most robotic" tone, she explained that USAA only covers the rental for 7 days. It was if she hadn't even heard my concerns, NOR did they address the fact that they failed to follow up on my claim and time was loss due to that failure.
I am LIVID now. Virgina Lomas then said that the "totaled" check was prepared and would be mailed out. This was on January 12, 2016.
As of yesterday, January 18th, CarMax, my vehicles, lien holder, has STILL NOT received the check from USAA. What in the HELL is going on?? On top of this, the USAA APP says the check still hasn't been cleared. Meanwhile, I have no income now, no way of getting to work, I am still being treated for injuries related to this accident and USAA AUTO INSURANCE doesn't care, at all.
This debacle with USAA has brought my world to a halt. I am an average Joe just out here trying to live my life, I bet if they were looking for an insurance 'payment' from me, I could actually "speak" to someone on the telephone.
I am down, but I am escalating my complaints about USAA Auto Insurance .And, it appears I am not alone. There are many others who drank the USAA kool-aid, only to be sickened by their service.
Next stop for me, Better Business Bureau, the Federal Bureau of Consumer Protection, The State Consumer Protection Office. All Social Media, because you see, unfortunately, I have time on my hands now, since I have no transportation to work. I am furious that my livelihood has been stopped by USAA's lack of customer care. I need to be able to get another vehicle and that is soley in the hands, at this point, of USAA Auto Insurance.
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 businesst important or valued with this organization.
I am a disabled vet who currently has two vehicles insured with your company. My wife was involved in an accident in April that is still not repaired because you have not approved the parts. Last week you finally approved one required part and the body shop took care of it. Of course, due to a decision on your part, the body shop had to do previously work on it so they were not compensated for labor or materials. This will be remedied because my mechanic does not work for you for free just because you make poor decisions. He has repeatedly brought this information on required parts to the adjustor and company officials only to be denied. I now have a vehicle which nobody on the USAA pay roll would accept as being fully repaired and still fighting 6 months later to get the problem resolved. This is how it's going to be taken care of. You will call Fish and get a list of repairs required. You will pay Fish for repairs done on your decision and he will be fully compensated for his work. I will drop off my wife's vehicle on Monday 28 November for repairs one way or another. My wife will need another vehicle to drive during the time being. That vehicle will be dropped off at the house for her to use or I'm sure that one way or another she will recover lost wages. I've done all I could to work with you in a polite and professional approach. The gloves are off and the ball is in your court. Make it happen. When the work is done then the rental agency can come pick it up. Never in my life have I seen business done by a company that is so proud of their services rendered nor taken advantage of the military community as a whole. I am still considering visiting San Antonio to make a TV/internet commercial about my happiness and satisfaction for your services rendered to a disabled veteran.
This Company Is By Far The Worst Insurance Company That We Have Ever Dealt With. My Grandfather Was Buried In Arlington National Cemetery, That Is Why We Had This Insurance For The Last 7 Years. He Would Be Rolling Over In His Grave If He Knew The Stuff That This Company Has Done To Us. We Have Auto Insurance With Them, And We Were In A Car Accident In 2013 That Started The Mess To Begin With. They Have Been Harassing Us Ever Since, We Have Had Horrible Adjusters One After Another. One By The Name Of Brandon Cooney Who Repeatedly Verbally Harassed Me And My Mother Calling Us Liars And Making Us Cry. Then We Had Another Adjuster After Him By The Name Of Laura Ann Regalado Who Also Continuously Harassed Us And Provided Poor Customer Service When It Came To Our Car Accident. This Has Been 7 Years Of Torture By This Company And It Is Finally Over. The Last Straw Is Because Of All The Money Every Month That We Have Been Paying To This Company, And We Got Our Policy Cancelled. In One Month We Paid An Estimated 757.00 And Still Got Our Policy Cancelled Due To Non Payment, Makes Sense Right? We Are Now Leaving This Company After Being Members For 7 Years Due To The Horrible Customer Service Of This Insurance Company. We Even Paid What Ever We Owed In Order To Continue The Insurance And Usaa Still Cancelled Our Policy Stating That We Did Not Submit Forms That Were Went To Us To Re Certify The Insurance As Well. Every Time I Call They Provide Me With A Different Story. I Am Going To Make It My Full Time Job If I Have To, To Complain As Much As I Can About This Company Until I Reached The Ceo. He Needs To Understand The Horrible Employees That He Has Hired To Run His Insurance Company. The Adjusters That I Have Dealt With Are Un Professional, Nasty And Rude. Good Luck To Anyone That Enrolls With This Company. It Is A Shame That This Company Represents The Military Of Our Country.
This has been the most INFURIATING experience I have EVER had to endure. The entire customer service department plays "hot potato" like pros. I have been passed around, ignored, spoken down to, ignored, and ignored some more and STILL have received no satisfaction. THEIR insured TOTALED my vehicle - with minimal coverage as an added bonus. I have been trying for THREE WEEKS to settle this matter.... not much to discuss since the USAA Member has already accepted fault and CANNOT seem to get this resolved. Their suggestion is to file on my insurance and let them re-coop the money.... I DON'T THINK SO!! That's insane - why would I risk my perfect driver discount to accommodate the incompetence in the claims department of USAA? I suppose my next step is my attorney and the State Insurance Board.... I would not have USAA insurance if THEY PAID ME to have it. What a monumental joke!!!
I've been a member of USAA for 18 years but when I had a complaint their customer service department treated me like dirt. They were more interested in proving me wrong and guilty of their inaccuracy than actually listening to me and trying to help. Do yourself a favor and go somewhere else. Their claim that they "know what it means to serve" should not be allowed to be advertised.
Issue of replacement cards from MasterCard to Visa Card. This is the 2nd card fiasco in a year.
I live overseas and have my personal information as much on my account.
Everytime some information or product is sent it is sent to a previous address that hasn't been on my account for quite some time.
Today I was on the phone for 27 minutes to attempt an order of new cards. (Thank you Magic Jack).
Two weeks ago I was told to do this today as the computer would not accept requests before.
Well. ..I was told that my cards were sent on 4 April, if they send another set,then my cards will be cancelled until I receive the new ones.
What kind of idiot would think of this?
Plus the cards went to previous address that isn't on my personal data.
USAA, you better quit outsourcing or you will very quickly find yourself in the same boat as Bank of America.
I now have two choices immediately available to me. Buy an airplane ticket and fly to the states to settle this. Or just call and declare my cards lost/ stolen.
This is the exact reason I left Bank of America. USAA, you were great before you started contracting out. Get your head out of your fourth point of contact and get back to the service that you know or knew.
You're not the only phone company in town.
Go to usaalegacyofcrooks.com to see video
This is a video of an accident that clearly shows the driver insured by USAA hit my stopped vehicle (while I was sounding my horn). Additionally, the SC Highway Patrol Officer called to the scene filed a report, that I submitted to USAA, indicating that their client contributed to this accident. USAA has been sent a copy of this video as well as a link to it on Goggle Docs, but they claim there was nothing there. Hopefully someone at USAA will be technologically advanced enough to click on the link to this site and view the video. I have left messages for the USAA Adjuster, but he has not returned my calls. Other calls to USAA resulted in my being told that they have 30 days to respond to my claim...which is true. However, I'd like to ask Stuart Parker if he believes this is it an ethical way to do business. Service. Loyalty. Honesty. Integrity.? I don't think so. I realize that insurance companies are supposed to protect their clients, but right is right and wrong is wrong...even if they are your client.
If you have had a similar experience with USAA, I would like to hear from you;
I had been with USAA for over 10 plus years. The last three years they have taken a nose dive. I have removed all my business from them, ie: checking, savings, credit card, and finally my auto loan. The auto loan was the final straw. I had previously set up automatic drafts for my auto loan payment. No issues, until March. That's when I notice that two payments were still in my account. I call, speak with a representative who seemed as confused as I was, and set up a lump payment for the total payments sitting in my account. The following Monday I get a call from the repo department! They demanded I pay 797$ immediately. I was shocked and explained about the payments previously set up and how I called to make a lump payment. I was told, and I quote, it's not their problem the payments didn't come out, they aren't in charge of account numbers. That was just so unprofessional. I went to my local credit union and got a new loan for my car and called USAA for the payoff amount. The loan officer took the information from USAA and finalized my new loan, sent off the paperwork and I was relieved that USAA is no longer my headache. Well, now usaa is saying they gave me and the credit union the wrong payoff amount. This is after my loan officer got the payoff amount good for ten days. I'm still trying to get USAA to fix this mistake. They are unprofessional, unhelpful, rude, and have no business dealing with the military community.
USAA has degenerated into a fourth rate financial services outfit. It is now 2/28/16 and I have not yet received my brokerage 1099 for 2015. This despite declarations on the website and telephone contacts and assurances that 1099s went out in early February (IRS requires they go out NLT 1/31). I have also sent a email complaint and gotten he usual 'we have receied your inquiry and will contact you shortly. That was a week ago. I have received an "Annual Summary" but it specifically says it is 'not a tax document'. This sucks and, as a 40+ year customer with some $850,000 in assets with USAA, I think I deserve better.
I am a disabled veteran and have a checking account, 2 investment accounts and 2 vehicle insurance policies with USAA.
I have been depositing the same weekly payroll check via the USAA mobile app into my USAA checking account, for the same amount and drawn on the same corporate bank for over 2 years without problem. My funds have immediately been available to me in the past.
USAA has begun to "hold" my checks for the entire deposited amount for 8 days before releasing and allowing access to my funds. Just yesterday I deposited a payroll check so that I could pay a car insurance premium and was stuck with a "hold" on my check until next week. I had the same thing happen on a deposit in late December, 2015. The hold is placed on the deposit for 8 days and then the funds are made available.
I had been in the VA hospital and my auto insurance policy is about to be cancelled so I needed to pay it after depositing my check. Now thanks to USAA I will not be able to do that and after speaking with them there is nothing that can be done to reverse this "deposit" so that I can cash my check somewhere else and conduct my business.
USAA customer service and product policy has become very customer unfriendly to the point that I am cancelling all of my accounts (auto, investment and checking) with them.
If you want reasonable and timely access to your hard earned money you should avoid this "bank" and deposit it into a real bank that has a real branch near you. Meanwhile, I am stuck waiting for this smug "bank" to release my money.
I called than asked if i deposited this nice size check i have, if it would be cleared the nexted day.She said yes.
I then deposited the nice size check that my worked put up for me sense ive been out of work for the past 2 months. I was to used tgis check to pay of bills and with christmas a week away i felt i was in luck. Well it wasnt this crappy bank didnt let the check clear had my account over drafted. Wth!!!!
I just asked you guys......... So now that i have the over draft they have a hold on my account. Now i have been planning this big ol thing for girl friend to ask her to marry me did the flowers whole shabang. Ring is on lay away.
WHAT AM I SUPPOSE TO DO NOW!!!! NO HEART, ITS A WEEK AWAY FROM CHRISTMAS!!! MY FUNDS ARE ON HOLD TILL THE 30TH!!!!
THAT MEANS NO CHRISTMAS FOR MY FAMILY!!!WOW........
This is my first and hopefully last experience with USAA. I was in an accident with the owner of the other vehicle being a policy holder with USAA.It's been almost a month since the accident, and well over a week since I sent the police report through fax.
I confirmed that they had recieved the report with one of the office employees and heard the adjuster would be reassessing the claim and so forth. Prior to that, I had a conversation with a rude woman who lied that the claim had been finalized when she in fact told me just before that they had not recieved the police report. She interrupted me as I was trying to explain myself, which I shouldn't have had to since she was not the adjuster assigned to the claim, and by also saying the words repetitively that "It doesn't matter."
I had been calling the claim adjuster on and off, left voicemails to whom was said to have been "...out of her office." Seems my calls had gotten the best of them due to at one point she had her Manager/Supervisor (I'm guessing) leaving a voicemail that quotes" Stop!.... Do not leave a message." They had been very unprofessional on the matter, lacking in communication skills, and honestly it's comforting to know some of their members are treated the same way as far as all the reviews I've read on other sites. For those who ever have the same issue as I with a voicemail telling you "Not to leave a message," you still have the option to do so at the end.
After finally recieving a call back that they put me at fault even though my insurance company put their driver at fault, it's really a shame that USAA defends irresponsible drunk drivers with revoked licenses, being over 30 years old at that. They enjoy using the term "It doesn't matter," which was spoken by the adjuster this time.So I guess if I had lost my life that night, it probably wouldn't have mattered either way.
I am very unhappy about usaa changing my policy without my concent from full coverage to liability when I did not sign or authorize this and I have a loan on the vehicle with usaa.. now I was involved in a wreck and they are paying for nothing for me and I had a mild concussion as well with proof of the concussion... I have contacted the better business Bureau along with my chain of command and notifying all of my troops over 1000+ to stay away from USAA and cancel and move their current policy... usaa is going to be losing alot of customer through the marines corp real soon because of their mistake.. I want this resolved and I won't stop til it is resolved...
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