This used to be such a good company. When you'd call, they used to just up pick the phone right away. Not anymore. Now when you call, an automated system requires you to 1) enter your PIN, 2) enter your SS number, then 3) get an access code via text and enter it. If you do manage to get through, the wait is long, and the customer service reps are less helpful than before - just reading from scripts. USAA, why have you done this? I don't recommend doing business with USAA, unfortunately. They're just not there for their customers anymore. read more

I am a 100% service connected disabled veteran on fixed VA disability income. I have held a USAA RV loan since 2019. In May 2020 USAA sent me written confirmation stating "No interest will accrue during the extension period" during a COVID relief deferment. My payment history obtained directly from USAA shows the first payment after that deferment was entirely consumed by interest with zero applied to principal -- directly contradicting their written promise. Over 6.5 years I have made every payment early, never once late. I have paid approximately $53,895 toward a $75,000 loan and still owe $62,711. Fourteen payments totaling $10,922.55 were entirely consumed by interest with nothing reducing my principal. When I escalated to USAA's Executive Resolution office they dismissed my concern. I filed a CFPB complaint. In their official CFPB response USAA confirmed in writing that they did promise no interest would accrue during the COVID extension. They nonetheless denied all relief. USAA markets itself as serving those who serve. My experience has been the opposite. I have documented evidence of every claim made in this review. CFPB Complaint ID: 260507-32378830 read more

I have been with USAA for over 26 years and have never had any issues. I have a really hard time believing that there are so many one star comments. read more

I got hit by one of their insured driver from a family member totaled my vehicle. It wasn't his first time or second time, but they totally gave us a lowball amount for his serial reckless driving. To find out from a source he caused another accident in a different town some years later. read more

Terrible customer service. Call center knows nothing. Very frustrating to get any kind of information or assistance.

AVOID AVOID AVOID. They screw you over at every opportunity. They will not pay for losses and use every trick to avoid them. You will have to file lawsuits to get them to comply. read more

Total con job. You apply online for auto insurance and receive an excellent price. In my case $90 a month (vrs $155 which I am now paying). Then you have to call them to "finalize" the quotation. Called the number and after a dozen automated attendant questions I was connected to an agent. He asked for my pin number and account number. So far the application process did not assign either one so I had to go through a half hour of answering all the questions I had just provided during the online application process. Finally after twenty minutes the "finalized" my quote: $195 !!!!!!! Don't waste your time. These people are scammers. read more

I had called in for my mother to get a Homeowners Insurance quote, it took 7-8 minutes to actually get a human to speak to. Then I was told I had to be a member to get the quote, so I allowed them to ask me personal/confidential questions to become a member & become verified, but the quote was for my mother, soooo she also had to become a member and also become verified. Between going back and forth, and their system problems & having to call back and get re-verified again & again, the process took hours. Now finally we're holding for the Insurance rep, who then tells me that because my father was not a member of USAA(he is a deceased veteran), we would not be eligible to get a quote. ALL THIS JUST TO GET A QUOTE !! One of the worst shopping experiences I've ever had, what kind of operation does this to people. They should have disclosed this policy UPFRONT !! I had high expectations for this company that is supposed to support the Veteran community, but they have blown me away with their lack of respect for my time, and their business/system incompetence, I must say STAY AWAY !!! read more

STAY away from this insurance company. They took my girlfriends car out of storage without her consent and without proper notice.. then they have the audacity to charge her $300 a month for a car she doesn't have access to and offering almost no benefits. This company is sleazy and heartless. Avoid at ALL costs read more

They have always been a great company, I've been with them as a customer for many years. I am very happy with there service

I use USAA for a few different things, their customer support is the best I've experienced in my entire life. I've lived not only in multiple States, but multiple countries, dealing with a vast amount of different businesses. I could write a book about how well they've treated me since joining them in 2010, but I will concentrate on my last customer support experience, that happened a few days ago. My debit card and email was hacked early Friday morning, USAA informed me that the person tried using my card while I was still sleeping. As I keep a low balance in my most used account (just for reasons like this), the first few transactions did not go through. But, I also had just transferred money into this account, to pay my mortgage. So, an item for over $700 was approved. I disputed it with USAA, and of course they canceled that card, and put a new one in the mail (haven't been received yet). I contacted the company who the unauthorized transaction went through with, they were no help. I'm waiting to see the full outcome before I write a review for them. I also then contact the BBB. As I checked my bank account now, I see USAA refunded me the money (while the dispute is still pending). This is one of the many reasons I love USAA, I've been praising them since I joined. But I never wrote a review about them, it's way over due. So, just want to say once more, they have provided me with the best customer service through out the years, that I've been a customer. read more

Haven't heard from USAA regarding a request for the salvage value of our vehicle since 11/7. It is now 11/13 and our rental is due back TOMORROW. Customer service unhelpful at getting answers or even to extend the rental. I recommend people search ELSEWHERE for insurance. USAA is NOT what it used to be. read more

USAA was once a good insurance company. We had an auto claim early last year that was handled satisfactorily. However, we had significant roof damage to our clay tile roof from a severe microburst in August and the claim service has been appalling! (I'm retired from 38 years handling casualty claims.) The claim was assigned to 3rd party claim service Alacrity. We are now on our 4th adjuster. None read what's in the file, we only get voicemail trying to call. Adjusters' communication in the portal is scant & unprofessional. They lack basic understanding of roofing systems. Several roofing contractors have explained and demonstrated why USAA's approved superficial repair is not a viable repair, no contractor would warranty it, but they just reject it without explanation. Voicemail messages to the USAA claims manager get no response. All other homeowners around us have had their roofs restored under their HO policies in the manner recommended by the contractors - those neighbors don't have USAA. We'll be shopping around, after over 50 years with USAA. read more

USAA: There UNTIL you need them. I was rear-ended a week ago. Calling up the number on my insurance card, I was unable to get a live person, just a computer. I just wanted to know where to take my car for repairs. The automated system sent me a text to a claims website. I filled out a claim, and was given a claims adjuster and a phone number and extension. When I dial the number, I get a voicemail for someone named Maritza, who makes clear her working hours. Any other phone number has not led to a live person. Live chat from other departments have just referred me back to claims and Maritza. Twitter referred me to Maritza's extension when I started hounding them. But I still haven't talked to a live person who can tell me where to take my car for repairs. USAA won't even have to pay for anything on my claim, as I was rear-ended, yet they have put up such a wall that it would have clearly been better to go ahead and handle this without them. USAA was known to be a member owned, member focused organization. I have been a member for 17ish years, and had a very different experience early on in my membership. Somewhere between the Gronk commercials, BCG and Mckinsey executives, and inflating executive pay packages, USAA has betrayed their members and values. Congrats on destroying USAA, assholes. read more

I would put no stars but it won't let you. They scammed my husband big time. He was in and out of the hospital a few months back and when he felt better he went thru his mail and saw there was a cancelation notice from USAA. He called them to ask why they didn't automatically take out of his account like usual but go t the run around. So he had to pay the balance of that account and was told they can redo his car insurance, he said ok, he wanted same insurance and was told he had to pay $1900 and he did saying I guess you want the whole year paid up so this doesn't happen again, no problem, now we find out that was only a down payment and his new insurance is for $5500 for the year. We found out they put full coverage on a 20 year old pick up truck that has 360,000 miles on it and he owed more money now. Canceled that right there and then and they refuse to refund our money. They said they listened to phone call and he agreed to this, we asked to hear it, guess what not allowed SCAM!!!!!!!! RUN AWAY!!!! read more

Great bank if you have a problem you can wait 90 minutes on hold for a representative Or- you have the option of having them save your place in line to call you back then 100% of the time you get an alert that the call could not go through to you while ALL. Other calls have no problem. Used to be a great financial institution but now it's total CRAP!! read more

I'm a USAA rental property insurance customer but I probably won't be for much longer. One of their agents named Todd has been so rude to me that even if USAA insurance weren't a defective product, I would still want to avoid being a USAA insurance customer just because of Todd's personality. He is my assigned adjuster for a broken window that he believes is not covered by my plan, based solely on two photos I provided to him. Since one of the photos shows a crack in my drywall, he is stating that the window must be broken due to underlying structural issues with my building (and therefore not covered), but he refuses to actually show up at my building to properly assess and document this. He also is refusing to send over a local adjuster to properly assess and document this. When I asked him about this over the phone, he condescendingly replied: "What do YOU think caused the window to break?" I replied "I don't know, I'm just a random person. Isn't it your job to determine this?" This made him even angrier and more dismissive toward me. I frankly find his behavior so toxic that even if he did agree to show up and properly assess the damage, I wouldn't want him in my house or anywhere near me. For this reason, I hope USAA sends a different adjuster to assess the damage. I've been following up with his supervisor, Christine, but it seems Todd has directed her to ignore my outreach. I've reported this situation to the NYS Dept. of Financial Services. read more

Warning - READ THIS and BE WARNED!!!! USAA are thieves!!! Plain and simple, the short story is they robbed me!!!! Since January 2021, I have been trying to get my money from a Savings Account and a Checking Account, that they closed without my permission. These accounts were closed and I was notified by mail that they were closed for "inactivity" past 75 days. Each had over $100 in them, and the letters came right after I linked a credit union account to those accounts and attempted to set up direct deposits to those accounts. I immediately contacted USAA and I was told that there was a computer glitch on their end. They said they would make it right, but I would have to reopen two new accounts as once they closed the accounts those account numbers could not be used anymore. I did this with an associate, only to find out a week later, that another IT issue on their end prevented me from activating the "new accounts." I then asked about where the money was from my existing accounts and was told the usual "check is in the mail" excuse. The odyssey had begun. Every month since January, I have been in contact with USAA and have been told various "lies" e.g., the checks have not been issued yet; corporate review is taking place; "we guarantee your checks have been issued"; "you must wait 10 more business days", etc. Every month, a different account manager and a different excuse. I finally worked my way up to the CEO's office, this month (June) and they told me they would look into it. After much frustration and platitudes from one of their Vice Presidents, I was assured a satisfactory response. "I will be in touch with you mid-week with a satisfactory resolution" Mid-week came last week, and a flunkie from her office did call me. It was the 9th person I had to deal with from USAA. His response to me was now that my accounts were closed by USAA in December 2020 (even though the letters they sent me notifying me are dated February 2021) and that letters and checks were mailed to me back then. Mind you, I never received any letters or checks then, or until now. I did get my monthly printed statements right up to and even after I received the letters stating they had closed my accounts. I asked if they were sent registered or certified mail, and I was told no, that is not their policy. I called bullshit on this. I was then told that I never cashed the checks so they sent my money to the State of Connecticut's Unclaimed Money unit. Guess what? You got it! The State of Connecticut states that they do not have my money. Nothing from USAA!!! I did find that I had an unclaimed refund from Sprint; but no money from USAA. So, long story short, USAA has stolen my money. I find myself stuck with the loss of my savings and checking funds. I warn all of you that USAA, the company that loves veterans and public safety servants, are thieves! I have no idea how to proceed now (as a veteran with 40 years of LE service, I really do not have a clue who to turn to for help with this issue!?), and I am out my money, with what little interest it accrued. If anyone has a suggestion, I am open to it. This is what happens when we no longer do business in brick and mortar buildings with people face to face. My suggestion to everyone is be wary and avoid doing business with the dishonest USAA. They do not have the best insurance rates and their service has been nothing but horrible and the "single name only" staff are all condescending liars who promise to take care of you over the phone. Well, they took care of me right out of my money.....USAA SUCKS!!!! #USAA read more

Absolute trash. Don't bother trying to call their office, their phone number won't connect you to anyone who works there anyway. You'd be better off with a bank that actually cares about customer service. read more

USAA is the best. Their car insurance rates are the lowest and their banking services are A+++. For those who are not near a USAA Financial Center, they make arrangements with banks all over the country so you can use your ATM card to make withdrawals for free. Also, by using their App, you can deposits checks into your account as well. They offer all banking and brokerage services. Brilliant! read more