USAA recently outsourced their roadside Assistance to Agero. Agero is a total joke, everything done through an "automated system" that doesn't work and then nearly impossible to trace the steps of what actually happened because you deal with a different rep every time you call and the info they put in to this "system" is just selected from a drop down menu, or they type briefly what they think happened while in a hurry. They have you by the balls so to speak when you actually need help. What I mean is, I have auto insurance through USAA (who used to be really really good). Part of that coverage is roadside assistance. Nowadays I just discovered If I call USAA for roadside assistance it goes straight to Agero without you having any say so. In other words if you need help and you have USAA, you get Agero, no options. I've used roadside assistance through USAA twice before, both times were over 5 years ago and they were great, they did not use a 3rd party affiliate co. (like Agero in this case), you dealt with USAA themselves and the same rep that took your call was the same one that communicated with you until the service tech arrived. They called every 10 min or so to give ETA's and check in. The same person working on your case would be the same one giving you ETA's because the less people involved on a particular case the smoother it is. The less people involved = less possible margin of error. I even thought to myself "wow this is like way above and beyond customer service..." Unfortunately those days appear to be gone. So now USAA has started outsourcing all their roadside assistance requests to this 3rd party co. called Agero. Sooo, last Saturday I moved into a friend's house and rented a cargo van. Backing out of his driveway in the mountains on a steep windy road, one of the back tires went over the the other side of the road and was dangling in mid air in a ditch. Luckily the other back tire was on pavement. I was perpendicular in the road and BLOCKING TRAFFIC. I needed a truck with a wench to literally pull me out about 3 to 4 feet, that's it. It took over 3 hours, 4 different Agero reps (which each one did not have access to who I talked to prior to them, which was weird), to finally get help. This is what happened = I called USAA roadside assistance which of course went straight to Agero around 7:00 pm last Saturday. The FIRST Agero rep was obviously very young and sounded like it was her first day on the job. Overly robotic but polite sounding and obviously reading out of a training book. She put in all the info and read it back 2 or 3 times. She said someone would call and let me know when they found a provider and give ETA updates. That did not happen at all. 45 minutes or so went by and had heard nothing, so I called to check in. I got a different Agero rep, this time a guy. I asked if they had found someone and what the ETA was if they did. He said "oh yea we found someone." I said , "oh ok cool, well they said they were going to call and let me know when they found someone and give me an ETA, how far away is he?" The rep was sort of quiet and said, "sorry looks like he is about 47 minutes away from you." I said "ok thanks". I had already waited 45 minutes, now another 47 minutes... ok whatever.. Well another hour or so went by without hearing a word so I called again. I got a 3rd Agero rep. This time a lady again. She said "wow I'm sorry you have been waiting a while let me call them and see whats going on", then put me on hold. She came back and said "I'm sorry I can't contact the tow truck co., they don't answer if they're on a call or driving". That seemed a little odd... She then said she could give me his direct phone number and I could call or txt him, so I got that. She also said if he did not show up in 10 min to call back and she would get someone else! I thought "Dear Lord I don't want to start all the way over, its already been 2 hours... " I txtd the driver and it bounced back saying it was a landline. 20 min went by and nothing. Not 1 time did anyone from Agero or USAA call me to check in, give info. or anything. I called again and got my 4th Agero rep. This guys was really good. He literally said, "I don't use the new system, I just pick up the phone.." He said he had found a service tech with a wench out about 30 min or so away, but asked if I could pay $50 - 60 to him. At this point I didn't care and said "yes, come on out please." He got there around 10:00 pm. I have $50.00 coverage towards towing, but I still paid $60.00 out of pocket, and waited for over 3 hours while blocking traffic. I called 4 times the week after this and got put on hold up to 10 min. I put my experience on USAA chat and finally got a response. Now I am told I can't get reimbursed. So I waited over 3 hours, my first request did not go through, no one called, no ETA's, I have $50.00 coverage towards towing but still paid 60.00 out of pocket, and they say "sorry". Total bullshit. Agero sucks. read more

Beliefs and statements made by USAA Representatives to me: 1. A person caught lying is equal to one who is honest in their statements. 2. A thorough investigation is reading one sides statement and disregarding facts. 3. Turning left is more wrong than breaking multiple state driving laws including a misdemeanor/felony. 4. Liability claim determinations are NOT affected by breaking laws. 5. Ghosting communication and subjective unsound reasoning is used to determine fault and respond to clients. 6. USAA agents will side with eachother to avoid getting an agent in trouble. 7. There is no one at USAA that handles complaints. My story : I have been insured by USAA Auto for several decades. I was happy with them, but now I know that's bc I didn't have any accidents. My recent accident was a fender bender with a woman who was illegally driving, committed multiple instances of breaking the state's law by her driving, and even performed a hit-and-run. She would not give her statement to USAA bc she knows she's at fault. Yet despite the facts of her wrongdoing, I've been found at fault. I have had horrible communication and utterly subjective unsound reasoning from USAA. When a coworker had the exact same accident and was found 0% at fault by another insurance company, USAA response to me was that they bet it wasn't the same circumstances as mine. I'll take that bet and bet them millions. USAA said that they "thoroughly" did an investigation to decide who was at fault. Not sure how they could "thoroughly"do something if they can't speak to the other party, let alone she is a liar saying she wasn't even at the scene of the accident but was caught by a photo showing that she was. They did tell me that if they spoke to her, desipte her lying multiple times, our statements would carry equal weight. So a person caught lying is EQUAL to one who is honest according to USAA!!! Guess our justice system has this all wrong. I am being held majority at fault just because I turned left. I was told by the last manager I spoke with that I "should have taken a safer route," which means I should have turned right instead of taking a left (those were only two options). So my fault lies solely just because I took a left. When I asked the manager how I am more liable than a person who actually has broken multiple laws, he said that their "liability claims are NOT affected by breaking laws." Imagine that! I'm more wrong for turning left than her committing a misdemeanor! If there'd been bodily harm, it would have been a felony, but turning left is worse in USAA's eyes. DMVs need to write this law, "You are at fault automatically if you turn left. " (This was actually stated to me by one of the managers and she said she avoids lefts because of this). *Does Waze or Google Maps have an "avoid all left turns" option? I was told when I filed the claim, that they would just pay me out because it was a hit-and-run and I wasn't at fault. But because I knew I was in the right and didn't want USAA to pay for it when it was her fault, I said I would like them to pursue going after the person. Because I was so thorough of my documentation, I had gotten her license plate and USAA was able to track down the driver. Then somehow this flipped into my fault. The other driver never reported it, as she took off in the middle of the accident telling me that she was going to pull over to exchange information and instead drove away because she needed to "get to work." The kicker is, she admitted that she was at fault at the scene. All out the window with USAA. This manager also told me that after an accident has been committed, everything else is irrelevant. Interesting that they were able to make their decision based on my police report and my statement which was given AFTER THE ACCIDENT and deduce that it's somehow my fault. If everything's irrelevant after the fact, how did these carry weight? Poor customer service and, communication and they just don't seem to give a damn (pardon my French) about me as a client. The reason I have stayed with USAA has been because of their price point, which I think they know that they are the lowest and therefore have lost their sense of customer service that they used to have. When I asked the manager where I could file a complaint with the treatment I've been getting with USAA, he told me to contact my state. I asked to speak to somebody in USAA that handles complaints and he said there was none. A company that doesn't handle complaints at all means they plain and simple just don't care about them. Very unhappy and frustrated with USAA! I wish another Insurance would compete with their price so they stopped acting like a monopoly. This insurance is supposed to help the military. All the service the military gives to this country and to be receive poor treatment from a company that benefits off the military. Shame on USAA!!! I definitely would not recommend them to anyone. read more

This has been the worst experience I've ever had with an insurance company. USAA has actually managed to make me cry, and my wife and I are strongly considering leaving USAA entirely. Firstly, USAA used a 3rd party contractor to do the assessment on my vehicle after my accident. This 3rd party vendor took over a month to declare my car a total loss even though upon receiving the vehicle, USAA trusted partner, Caliber Collision, claimed that it was an "obvious total loss" and that the 3rd party had even missed visible damage. This left me in a rental car for an absurd amount of time while also healing from multiple spine injuries and constant pain. Once my vehicle was totaled out, I was told that I must wait to receive coverage payment until after USAA spoke with the lien holder, US Bank. This took more than a week. Once I received my coverage money, I was told the lien was taken care off and to no longer worry. I stupidly trusted this statement, bought a new car, insured it with USAA, and went on with my life. Fast forward a couple of months, and I am applying for financing to purchase a home. I find out that my credit score has dropped 72 points since I purchased my new car. 72 POINTS. Low and behold, that is because I in fact have two car loans out. But I only have one car, I say. But USAA told me to trust them, I say. But no, there it is, in good standing thankfully because of autopay, but slowly sucking on my credit score and my bank account.--$350.07 a month to be exact. $350.07 taken from my family every month for 3 months. 72 points off of my credit score that I need to buy a home for my family. When I call USAA, they tell me that the check was sent to the wrong place and no one cared to check to make sure it cleared. No one cared to call me and tell me that there was an issue. They call US Bank, the lien holder, and get the new loan amount, apologize, and tell me that they will be refunding me hundreds of dollars LESS than what has been taken out of my account via these payments for a car that NO LONGER EXISTS. The total loss claims adjuster is nice and tells me she will personally appeal to her manager to get me the total amount. A new check is issued to US Bank. And she says she will call me no later than two business days. Two business days later, I receive a voicemail from an unknown number. It is Curtis, a manager in the total loss department. He tells me nothing of value in his voicemail except to call him back. I do, and he doesn't answer. I leave a voicemail. Another week goes by. I haven't received even the measly amount of money the promised to refund. I call and a rep says that the check will probably clear in a day or two. Three days later, I call US Bank and find out that my loan is alive and kicking even still. I check the app and find out that the nature of payment portion of the check states it's for my a vehicle under my wife's name. Not mine. We didn't even have the same last name when I purchased that vehicle. I call USAA incensed. I eventually get to talk to someone named Jacob in total loss, because Curtis hasn't called back and still doesn't answer his phone. Jacob calls US Bank, and we sit on hold for 30 minutes together. Finally someone tells us that they have no notes on the loan stating that the vehicle was a total loss. Apparently, USAA was supposed to fill out some paperwork, get it approved as a total loss by US Bank, and then send the amount owed on the loan at the time of the accident. Once that payment processes, US Bank will reimburse me any payments that have processed since the date of the accident--in about 20-25 days. I think great, I will have to make one more payment of $350.07, not optimal but I will get it all back. I will get my money back. Surely, USAA won't be so terrible as to adjust the amount after the experience they have caused me by not doing their job thoroughly. Boy was I wrong. Sure enough, Jacob says, "Let me just run the numbers really quickly no problem." He gets back on the line and says that they will send hundreds of dollars less than the total amount at the time of the accident, and expect ME to send ~$255 to US Bank, since USAA already paid me. THEY WANT ME TO COVER THEIR MISTAKE. But, Jacob assures me that his manager, Curtis, can wave the difference and have it sent to US Bank so I don't have to pay anymore than what I already have, blood, sweat, and literal tears later. Except, I already know that Curtis won't answer his phone. Or call me back. Curtis could be a fake person for all I know at this point. He's left me ONE vague voicemail to my probably 18 calls and multiple voicemails. I tell Jacob this. I tell Jacob, "No. Let me talk to him now." Jacob says he will help just a little bit more. I say okay. HE FORWARDS ME TO CURTIS'S VOICEMAIL AND OF COURSE HE ISN'T AVAILABLE. And, feeling betrayed by Jacob, I just cry on Curtis's voicemail, asking him to just PLEASE CALL ME BACK. read more

USAA was informed of a data breach by merchant and will not disclose who it is! Recently, my son and I were informed by USAA of a suspected data breach. They informed us via their inbox, in a message titled "Notification of New Debit Card", the information at the bottom of this message. I reached out to USAA to ascertain three items: Where was my data when it was exposed, what information was exposed, and who reported the exposure to you? The answer I received from the customer service representative and from Ron of the executive resolutions division is that a merchant informed USAA of a data breach. USAA is unwilling to help me protect myself by disclosing the merchant. USAA appears to only be concerned with limiting their liability due to fraudulent charges. Why would a bank, USAA, that targets only military members and their families withhold critical information that could protect the very members that keep them in business? I want to know which merchant allowed my personal information to be exposed so that I can reduce my vulnerability. USAA's representatives state that the company's policy is not to disclose which merchant reported the breach. In my opinion this policy is a business protecting a business and disregarding the safety of its members. USAA didn't even reach out to me personally to give me insight into why they are sending a new card. I had to call them and spend 30 minutes of my time on the call to get an insufficient amount of information regarding what I should do to protect my data from a future breach by the same merchant. My belief is that USAA should be financially responsible for any future breach of this kind from the same merchant since they chose not to aid me in protecting my information. How can I request that the merchant remove my information from their systems if I cannot determine who they are? Why would said merchant disclose to a bank that they had a breach and not to the customer, me, that they had a breach? "Urgent We've identified that your USAA debit card information, such as your name, card number and expiration date, may have been obtained by unauthorized individuals through non-USAA systems. Your card information was possibly obtained through a retailer where you shopped or dined, or by other fraudulent activity. To reduce the risk of unauthorized transactions, we're replacing your debit card ending ####. We'll send you a new card with a new card number, security code and expiration date, and you'll receive it within 10 business days. To keep track of this new card order, review your card mailing status. Along with the card, we'll provide information about the steps you should take to activate your card and reminders for ensuring all preauthorized or recurring transactions are honored, such as providing merchants with your new card number and expiration date for recurring transactions. Your Current Card Your current card will only remain active up to 30 days, or upon activation of your new card, whichever occurs first. After you've activated your new debit card, please destroy your current card. Protecting You From Unauthorized Transactions Rest assured that you're protected by our zero-liability policy. A password is the first line of defense against cybercriminals. We recommend using multifactor authentication (MFA) as an added layer of protection. Learn more about MFA at usaa.com/MFA. If you'd like to speak to us about this matter, please call us at 800-535-3139. Additional information about zero-liability protection: You are not liable for unauthorized use of a debit card if (1) your account is in good standing, (2) you have exercised reasonable care in safeguarding your card from loss or theft, and (3) you have not reported to us 2 more unauthorized use events in the past 12 months. "Unauthorized use" means the use of a debit card by someone other than an account holder without actual authority to use the debit card. It does not include use of a debit card (1) by a person who was furnished the card by an account holder unless the account holder notified us that transfers by that person are no longer authorized or (2) with fraudulent intent by an account holder or any person acting in concert with the consumer." -DisappointedArmyVet read more

I am a disabled Military Veteran, who has been forward deployed three times. The most famous of these deployments included operational support for the mission that resulted in the termination of Osama Bin Laden. I have also been a USAA member for over a decade and to be honest they have always done a great job for me. However I soon realized that their support ends as soon as you're no longer a profitable asset to their bottom line profits. The following is the story of how USAA helped me get victimized and then turned their back on me. After receiving an honorable discharge from the Navy and being sent out into the workforce as a Disabled Veteran I had a really hard time finding a job. I later learned that job seekers are often preyed on by con-men. After months of filling out hundreds of applications I finally received a job offer as a project manager for an international consulting firm. I made it through 2 rounds of phone interviews and signed my employment contract. My first month was training which consisted of 10 extensive and graded training exercise assignments. Towards the end of the month I had finished all the required training, so they assigned me to join my first project. My first assignment was purchase order research. I compiled a list of U.S. based sellers for a list of office equipment they needed for a client. After that they sent me a purchase order and told me to purchase the goods and send them to the client of record. Even though I had been working with this company every day for a month, I still have a hard time fully trusting anyone because I am a very cautious individual, so I immediately called USAA to ask how I could make sure this isn't a con. I had a 2 part plan to ensure my safety. 1) They transfer me the funds first and I wait till the money is cleared by USAA, 2) I have the consulting firm transfer the funds onto a credit card that is already maxed out, which would free up the cards available funds to allow me to execute on the purchase order. Before doing anything I called USAA and asked them about my plan. I was informed that USAA could not change my card's available credit without my permission, so given the the card was already maxed out it would be impossible to take on additional liability. I was also advised that once my card received the funds and the funds were cleared by USAA that the funds were safe for spending. After speaking with USAA I felt confident moving forward. The funds were then deposited into my account and cleared for spending. I executed on the purchase order and sent the items to the client of record on the purchase order. Two days later the funds were somehow virtually pulled back off my credit card and my card was left overdrafted by nearly $7,000. When I confronted USAA they informed me that they don't know how the funds were able to be pulled out once they were in and cleared. Also they did not raise my credit limit, but rather they allowed the card to be overdrawn by nearly double it's available limit. They apologized for the inaccurate information they provided and told me they will not help me with any of the liability, and additionally they will not even help restructure the debt. I'm now stuck with a credit card that is overdrawn by $7,000 (double the card's limit). I don't have a job so I have no way of paying this. The company that employed me, then proceeded to virtually 100% vanish. Everything from their website, phone numbers, emails and all my company contacts no longer existed. Then USAA, a company that I thought I could trust, and use for all of my banking, insurance, and credit accounts assisted this terrible con in leaving me unaware, misinformed and financially screwed. USAA provided me bad information, which led to me being victimized, which lead to them raking in amazing amount of money from me in overdraft fees and destroying my credit. I don't believe this was premeditated, but man it really worked out great for USAA. I'm sure they're having a very merry christmas. read more

In 1997 I entered the United States Military Academy as a starry eyed plebe captivated by the mystery and intrigue of that seemingly eternal depth of gray. Within 90 seconds of hugging my family goodbye I quickly became acquainted with the quintessential "suck" I heard so much about and those hallowed grounds walked by Eisenhower, Grant, Lee and my all time favorite, General Patton became the imposing gothic cathedral of war it seems to be your freshman year. As so many before me and so many after me, quiting was never an option. I survived my plebe year and every year thereafter deepened my sense of gratitude, pride and admiration for the values I swore to defend and the courage of the true heroes who have kept our nation safe. I graduated May 2001 and having already completed airborne training the summer before, and after being conferred the highest honor I have ever known, a commission in the United States Army (Beat Navy!) along with what I'm sure was an accidental invitation to enter Ranger school. September 11, 2001 came along a couple of months later and it was in that moment that I realized how small I really was as I stood by helplessly watching those planes ram into Mannhattans skyline over, and over and over again followed by the confusion in the aftermath when we heard the Pentagon had sustained the same type of attack. That's when I realized the beast wasn't who I thought it was, and the only enemy I had faced was imaginary. Undeterred I dedicated myself to serving the fallen heroes of that fateful morning, hoping that I could serve as a tiny piece of the counterpunch and give a voice to the defenseless men and women slaughtered on that day. I ended up deploying into active combat 6 times, serving beside the bravest human beings I have ever known, as a member of the coalition that swept across the Arabian Peninsula. I have been to places I'll never know how to pronounce, probably had no business being and certainly would never acknowledge and saw the ugly side of war in the destruction we brought upon the civilian populations of Iraq, Afghanistan and beyond and began my new challenge this past July as much back gave up on me from an old, 2006 shrapnel related incident and entered the private sector, making the biggest mistake I've ever made buying into USAA's marketing BS where they take advantage of first time civilians returning from active combat duty who are sometimes led to believe that they are affiliated with the armed forces. These people represent the worst about our world in the way the hijack our message and pretend like it's theirs so they can profit from those who paid an ultimate sacrifice of life to keep their greed sheltered from the harsh realities of the world. I traveled to West Point, Iraq, Afghanistan, Syria (humanitarian aid) and beyond fueled by a desire to protect these infants who couldn't give a flying you know what about you, your service or the lives of those left behind and are every part as bad as the criminals we chased around the desert all those years. They feed of the pain of the injured and then tell you to eat it once it's too late. Banking with a thief would have been a better idea than these miserable, stuck up children. The 1.8, 2.1, 1.5 star reviews are completely accurate. Stay far, far away. read more

After 25 years at USAA I am changing to other banking, insurance, and mortgage providers and no longer trust or recommend USAA services to other military personnel. Wish I had listened to other military members over the last few years about the downward spiral of USAA. ***DO NOT USE USAA*** First banking, USAA debit and credit cards "potential fraud department" essentially makes it impossible to confidently use their cards. Basically, you must carry another card from a different organization ready for use because you never know when it is going to work. This results in them turning off all other transaction until you resolve their automated calls/texts. The burden is on the user. This causes problems with later automatic payments i.e. cell phone provider, streaming service, online purchase too. Enjoying going back to everyone (except USAA) to resolve your declined payments. After many hours on the USAA phone/chat conversation I decided to cancel my credit card (not able to confidently use it anyway). The USAA provides told me they would not cancel my credit card until I update all my information i.e. my rank. I am not sure what my military rank has to do with me canceling a credit card. I repeatedly asked for any management or leadership to call you back without results. After multiple conversations with different USAA associates, I was finally able to cancel my credit card. Also, when I spoke to Carlos at the "Members resolution team" I was told he was the highest person I could talk too, and that management would not call me back. Horrible service and do not trust them with your money or credit. Second insurance, if you must file an auto claim for incident that was the other person's fault USAA does not help. Effectively you must talk to and work with other person insurance organization who goal is to save their organization money / interests. I decided to change due to the service and was surprised to find out it costs much less for the same coverage. Many insurance providers have much better rates and service. Finally, home loans, I used USAA for my second house purchase. This was a huge mistake, and I did not use them for my third house purchase. I repeatedly documented USAA mortgage department received all documentation they needed to close on my house. USAA informed me on the last couple of days that they needed additional information, and I would not be able to close on my house. This would have resulted in me losing my earnest money. After many hours on the phone, I provided proof of USAA error and was able to close on the house. This can be very painful while moving your household goods and selling your previous house. I almost had to put everything in storage and live in hotel while I started the process all over. I do not recommend USAA unless you like additional time and stress spent dealing with their mistakes. Recommend military personnel NOT use USAA for any services. USAA was previously competitive and provided great service, which is no longer the case. Now, I am changing to other providers. read more

I have moved most of my business away from USAA. I have been a member for many years. We have had several mortgages with USAA. The service was dismal. I was charged by USAA for an accident where there was no damage-go figure. My investment accounts sat there. When I asked for investment advice and guidance, and for USAA to explain their range of investment vehicles there, I found that department to not be helpful. Every time I called almost any department, I found the employees to be uninformed and smug. I have to set aside several hours if I need to contact USAA. After all these years, we are never offered a menu of extensions. Consequently, I have to spend an inordinate amount of time with a recording. I am passed around unmercifully and have to provide my identifying information each time. I am then told it is for "my" benefit. Strangely, just recently an adjustor who was a manager, was helpful. When USAA opened an office close to where I live, I thought finally there would be support and better lines of communication. However, they don't seem to do anything or manage any transactions there. Every time I go in, they refer me to online help. The ladies are just sitting there doing nothing when I go in. It seems like a waste of money. When I go online, the website is not intuitive. Simple functions are buried in obscure places where it cannot be found. Over the years, we have attempted to provide positive and helpful feedback to USAA. They listen politely, but there have never been any improvements, or even an acknowledgement that they could improve. My children, siblings, and most of the rest of my family have dropped USAA as well. When they did, they wrote a review of USAA. Funny, it never appeared. However, a USAA person called them about their review under the guise of better understanding their complaint. What they really wanted was to have them remove their negative comments and come back to USAA. Imagine that! When someone puts their trust in a financial institution, it is not done lightly. Neither is it taken lightly when all family business needs to be moved elsewhere. It is quite inconvenient. I don't want to be contacted by USAA. I have been trying to write this review for quite a while. It seems there is always one type of error or another on the USAA site. I finally was able to submit a review after all this time. When I did, I got the following response: The Site Terms and Moderation Guidelines govern the content you submit on usaa.com. As a result, USAA may not post all submitted content. Since I am sure USAA will remove my review, I am writing one here. I was shocked to see this degree of manipulation. Shame on USAA. Now I am on a mission to get my message out. read more

First and foremost I've always liked USAA. But what occurred yesterday when I tried to use the towing feature of my auto insurance was absolutely unacceptable. I was driving my truck outside of Lake Tahoe when it lost all power, the truck sputtered, and then died. I was in a very remote area but I was also on a very busy highway. I called USAA and they transferred me to their 3rd party towing contractor. The USAA Towing contractor was very pleasant over the phone. She explained that she will do some digging and try to locate a tow truck company nearby. She warned me the tow truck could take as long 60-90 minutes, but they would update me on the status via text message. Okay no problem. I'm ex military, so I'm a pro at hurry up and wait. So fast forward 2 hours later and I still have no updates, no text messages, and I'm dying in the triple digit heat. A California Highway Patrolman (CHP) pulls up just to see if I'm okay. I told him I was waiting on a tow truck from USAA and he started laughing. The CHP told me USAA is notorious for trying to locate, not the nearest tow truck, but the cheapest. So sometimes it can take them an hour of calling around until they locate the lowest bidder, then it will take the tow company another two or more hours to get to me because they will most likely be coming out of Sacramento California which is about 2 hours away. I told the CHP I've already been stranded out here for 2+ hours, so hopefully it wouldn't be much longer. The CHP and sat around and talked for a while before he got a call and had to leave. (CHP was a nice guy, and I appreciate the honesty) So I call USAA to get an update and I'm told my request for a tow truck got canceled. I'm like what, why? And why wasn't I informed? You did call another one right? Sadly they said no, they dropped the ball. The lady on the other end of the phone extends her apologies and said she will begin looking for another tow truck. 20 minutes later I get a call from one of their supervisors who also extends her apologies for the mix up. She said she will do some calling around and get back to me with an update. So now I'm pissed. I figured what the hell so tried to fire my truck up and it started immediately. I pulled forward about 1/2 mile so I could turn around and head back down the highway the other way, and I see this tow truck parked there idling. I pull up to him and asked him if he was there for me. He said yes but he was waiting for a return phone call from USAA because he shot them a quote and they were mowing it over. Endless to say, I waived the tow truck off and told him my truck was now running fine, and I'm going to try to limp it home. What a nightmare USAA, talk about a SNAFU. read more

Review: I had the unfortunate experience of dealing with USAA after my daughter's car accident. I cannot stress enough how dishonest and deceitful their tactics have been throughout the entire claims process. To provide some context, my daughter had just purchased her first car, which she saved up for two long years to finally purchase. She was driving cautiously and responsibly when the USAA insured driver ran a stop sign, causing a severe collision. It was a traumatic experience for her, with both physical and emotional consequences. Despite clear evidence indicating their insured driver's fault, multiple USAA adjusters shamelessly turned the tables on my daughter, blaming her for the collision in order to evade their responsibility to repair her vehicle. Their conduct was appalling, taking advantage of a young, trusting (in honesty is the best policy) driver and attempting to shirk their financial obligations. Throughout the claims process, USAA consistently demonstrated a complete disregard for their duty to act in good faith. They utilized deceptive tactics and attempted to intimidate and manipulate my daughter into accepting liability for an accident that was clearly not her fault. They used every trick in the book to avoid covering the repair costs, effectively robbing her of the money she had spent so long diligently saving in order to purchase her first car ( having purchased less than 2 weeks before USAA insured failing to yeild right of way, ran a stop sign causing the collision). Furthermore, when we attempted to discuss the situation with their representatives, we were met with condescending attitudes and dismissive behavior. They lacked basic empathy and failed to address our concerns, leaving us feeling unheard and betrayed. The lasting impact of this ordeal on my daughter's confidence and trust cannot be overstated. It is disheartening to witness an insurance company, whose primary purpose is to provide reliable coverage, resort to such corrupt practices to avoid fulfilling their obligations. I strongly caution anyone seeking insurance coverage to steer clear of USAA. Their lack of integrity, their dishonesty, and outright manipulation make them unfit to be trusted with providing genuine care and financial protection in the event of an accident. Save yourself the headaches, frustration, and potentially devastating financial consequences--look elsewhere for a reputable insurance provider read more

USAA is a terrible organization that has no care for it's customers and their families. I recently went TDY for several weeks. Prior to my departure, I added a debit card for my wife (who is a foreign national new to this country). We also recently had our first child ( 6 weeks old), and my wife does not work so she can stay home and care for him. Before the debit card was activated, USAA informed me they needed a copy of her military ID--nothing more. I faxed in a copy, then called to confirm they received it, which they did. They activated her card, allowed several transactions, and without notice, placed a hold on the entire account. This couldn't happen at a worse time. My wife was out of groceries, and my son needed diapers, wipes, and diaper rash cream. After speaking with USAA, they informed me that they misinformed me, and they need more information for verification. I explained my situation and the fact that my family should not have to suffer for their mistake. They refused to rectify the situation until I faxed the information in. The problem is, my wife doesn't have access to money, or a fax, and I am 5,000 miles away. Finally, I got a buddy to fax them the information--which they claimed they did not receive, 3 TIMES! Finally they got it, and proceed to tell them again, they want additional information in conjunction with their previous request. The did not care my son was without diapers and wipes, nor did they care that my wife did not have money to get food and potable water. I has lost complete respect for this company, and learned that they are just like every other corporate brand--money hungry without a care for its costs to consumers. The last I checked, food was life and death and sanitary items are a necessity in the prevention or potentially fatal infections--not that they care. If this is how they treat military families, I will no longer be using their services. Just got a follow up from USAA. They received my complaint I filed with the Better Business Bureau. All of a sudden, they tell me they have had all the information they requested for over 2 months and have fixed my account. This comes after they told me yesterday that they didn't receive anything, and that I needed to send everything for the 4th time. USAA is a pile of untrustworthy, unprofessional, disorganized, and downright disrespectful people. Supporters of the U.S. military and their families my ass. read more

We spoke to a claims adjuster in their office who stated they can help us with our claim even though they were not the original adjuster we spoke to. We were told we are not accepting responsibility the accident was 100% the other driver's fault and the deductible is waved. Then I was contacted by another adjuster via messaging who states we are accepting full responsibility and will have to pay the deductible. This is unacceptable. Alexys Jenkins supposedly took responsibility as our claims adjuster in the beginning. She got our information then completely disappeared. I called her for weeks repeatedly but could never reach her. I did talk to four other adjusters who stated they are all a team and Alexys doesn't control the case. So I worked with each of them openly. They told me the other driver was totally responsible. Right before the vehicle was to be fixed I suddenly received a phone call from Alexys who stated we are 100% at fault and USAA will be paying !00% of the bill to the other driver as well. I asked where she had disappeared to and she stated she had been in contact with me the whole time, such a foolish lie. I am sure their records and recording would prove otherwise. She also stated the other 4 claims adjusters I had spoken to could not make any decisions in this matter and that I should not have been speaking to them. USAA also forced my wife to have a phone conversation with the other driver's insurance company. I explained to Alexys that my wife is not 100% with English as she is from Indonesia, but they forced her to have a conversation with them anyway and I was not allowed to be involved in any way. I told them I would like an interpreter which they supplied, but the interpreter did not say a word throughout the whole conversation. Basically they railroaded my wife throughout the process. The company is very unprofessional and the "adjusters" are not responsible. Needless to say we have left USAA as quickly as we could. They are not for the American serviceman and they are just like every other business, in it for the money. Don't be fooled. If you want a company that is all for the US servicemen/women go to GEICO. read more

USAA has figured out that they can't do anything right. They have off-loaded their investment services to Schwab, and now they have off-loaded their banking services to some pot-smoking banking group on 901 Corporate Drive, Pomona, California 91768. Although the USAA Group appears to be headquartered in Texas, these idiots in California never bothered to check Texas Tax codes, specifically Texas H.B. 2254: Sec. 31.031. INSTALLMENT PAYMENTS OF CERTAIN HOMESTEAD TAXES. (a) This section applies only to:(1) an individual who is: (A) disabled or at least 65 years of age; and (B) qualified for an exemption under Section 11.13(c). (a-1) An individual to whom this section applies may pay a taxing unit's taxes imposed on property that the person owns and occupies as a residence homestead in four equal installments without penalty or interest if the first installment is paid before the delinquency date and is accompanied by notice to the taxing unit that the person will pay the remaining taxes in three equal installments. You would THINK a company headquartered in Texas - even if they were off loading the work to the land of recreational drug use - would know the tax codes for the states they choose to operate within. First let me say I am a veteran with 20 years of service, and also that Collin Country in the Great Republic of Texas says I am completely up-to-date with my property tax installment payments. But USAA is now threatening my credit rating because some doobie smoking functionary is saying I have not paid my taxes and are demanding I pay the taxes in full and supply them with documentation that I have paid and am current with my property tax payments. I have been a member of USAA since 1976 when I first entered the service but you can bet I am prepared to drop them like a hot rock now. In the past they never had to do television advertising. Now I know why they are advertising like a ship going down - because of the way they treat long time veteran customers. I expect many are voting with their feet to also drop them like a hot rock . . . hence the advertising campaign. Believe me - I am looking for alternatives now! read more

Full disclosure: I've been with USAA Auto Insurance for a number of years and they used to have better service, but something has changed in the past few years. I've had a good driving record up until the past year when I made two claims, one for getting rear-ended (not my fault) by a teen-age driver and one for a fender bender which was my fault. That's when all the trouble started. Instead of going into the whole story and drama, I'll just give the facts of what happened. When I got rear-ended, I had medical bills. USAA was never helpful and I constantly had to call USAA and make sure they had all the paperwork from my doctors (they always play dumb/ignorant on the phone). USAA frequently issued checks to supposedly reimburse me that did not cover the cost of my medical bills. And I would have to call them and straighten things out. Long story short, after about 9 months, I finally settled with them. It was exhausting and they left me knowing that USAA DOES NOT HAVE THEIR CLIENTS INTEREST AT HEART. They are concerned about saving money for the company (in my opinion). The second accident has been painful too. Although there were no injuries, USAA is not being helpful. They are apparently such a large, bureaucratic agency that they don't communicate internally. USAA again started issuing checks that were inadequate to cover bills and I have had to frequently call them to make things happen (as my car sits at the repair center awaiting their action/approval). What a freaking nightmare! I've been with several different insurance companies and this is the WORST EXPERIENCE by far! I keep hearing people say that they've had a great experience with USAA. I think they either have never had to deal with USAA's adjusters/claims dept, or they've never had a claim. The new USAA appears to be only out for money and sits back and does nothing until you call them frequently and harass them. What kind of insurance company does this? Not acceptable. read more

I applied for membership in USAA to compare prices for auto insurance. Did you know that the USAA membership application contains a forced arbitration clause that relates to any dispute you may have with USAA? At the election of USAA, this organization can deprive its members of their Constitutional rights to jury trial, access to courts (including appeal of arbitration decisions to a court), the right to engage in pre-arbitration discovery (except as provided by arbitration rules), and to participate in a class action? A class action is a means of consumer protection that abusive companies and organizations hate. USAA members must also pay their own arbitration costs, including the fees and expenses of their own attorneys, experts and witnesses, regardless of which party prevails. These "membership" provisions apply to ALL USAA services, not just auto insurance, and they also purport to preempt, under the guise of "interstate commerce", any state laws enacted to protect consumers against such consumer abuse and deprivation of Constitutional rights that many Americans just like you died or suffered permanent disability to protect and preserve. There's more. If your original USAA membership agreement does not contain these draconian provisions, you are still bound by the subsequent changes that USAA decided to make at its sole discretion. Sounds sort of un-American and subversive to our collective values, doesn't it?! Check it out. I thought USAA, being military focused, was a cut above. Instead, USAA turns out to be among the worst of the worst. Note the consistently low customer ratings of USAA on various websites which post consumer reviews, which is a clear warning. I will never do business with USAA, and, if you respect America and our Constitutional rights, I suggest you should also have second thoughts about doing business with this organization. -- Samuel T. Adams read more

On May 10, 2023, I was involved in an accident with one of USAA's clients. Everything proceeded smoothly until they decided to give me the runaround in repairing my car or compensating me for its worth. The adjuster was nowhere to be found, and it took me a couple of months to receive any response from them. They informed me that my car was a total loss and provided a specific amount they were willing to pay for it via email, stating that I could dispute it if I could find a car in the same category with the same mileage within a 100-mile radius. Unfortunately, I couldn't find an exact match, but I did find a vehicle that was one year older and one year newer, so I disputed the price they were offering. They assured me they would get back to me in a couple of weeks, but I never heard from them again. Frustrated, I took the step of filing a complaint against them with the Texas Department of Insurance and the Office of the Attorney General. However, I received no assistance beyond the insurance company responding to me and denying my dispute without providing any tangible reasoning. This was after three months of back-and-forth since my car accident, with no access to a replacement vehicle or rental car. Now, it has been five months, and they are attempting to push the responsibility onto my own insurance. These actions indicate that these individuals are playing games with people's lives, and there seems to be no one holding them accountable. It is disheartening to realize that we live in a country that is supposed to protect average citizens from being taken advantage of by large companies like USAA, but this has proven to be far from the truth. I have lost trust in the entire system, and I am determined to stop paying insurance premiums to these corporate entities that seem only interested in taking our hard-earned money every day, without delivering the support they promise. read more

I have been a member of USAA since November of 2015. I would not recommend them to anyone. Please don't fall for their corny commercials about how they appreciate the military, and veterans. I am a veteran of the US Air Force, and am currently battling cancer. I had an insurance overage issue with USAA, and their response was as pathetic as their phone system. First of all at the scene of the accident it took three phone calls, and five minutes on hold just to speak with somebody. When I realized there was an issue with my coverage upon contacting them about a previous conversation to fix the issue their response was, "we have no recording of the conversation, and after speaking with the original representative no recollection of the conversation. After realizing there was an issue with my coverage in March of this year, they fixed the coverage on one vehicle, and not the other two. All three vehicles were asked to be changed. The response on one of the vehicle, "sorry you're not covered". I stated I know there is a problem with coverage. I had asked for it to be fixed. As you can see there is not much concern for helping, just an apology. just read the other 916 reviews. I now have to pay for an accident myself, that I should have been covered for if someone had done their job. I will have no way to pay for the medical attention I need simply because USAA does not care. It is against their guidelines to help you out. I am in an industry that we have paid tens of thousands of dollars to fix a situation simply because we care about our clients and our company's good name. The company that is suppose to be there to protect the military has no interest in doing just that. Don't waste your money. There are many other insurance companies out there that will truly look out for your best interest, and would gladly have your hard earned dollars. read more