ComplaintsforUSAA
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Complaint Details
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Initial Complaint
07/09/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
There was an initial dispute made on a ****** charge of ****** 05/20/2024. USAA conducted an investigation and issued me a credit of ******. The investigation wrapped up on 06/17 and the initial credit of ****** was removed from my account. There was a letter sent to me explaining the outcome of the investigation. The money I received was paid back in full by 06/18. On 07/05 USAA debited an additional charge of ****** for the debit card recovery payment. I called their help line and was given the run around as to why this charge is coming out of my account. There was no sense of urgency for a mistake that was made by their intuition. Instead I was belittled by the specialist and was told the process has to take 7 days to be worked. I was told that someone from conflict resolution would reach out to me Saturday 07/06. I did not get a hold of the conflict resolution until I demanded to speak to someone in regards to my situation. I have been banking with this institution for almost 7 years and have never had an issue with the service or the way they handle their procedures until today. I also requested a letter stating that this issue was caused by the institution itself and that it will be rectified with in a specific amount of days. Which I was then told by a specialist that since my account is negative, Ill have to wish until it shows good standing to ask for a letter. Not only was this on the tail end of me applying for a mortgage but it was also during the forth of July. I am a veteran and this institution advertises for vets to bank with them. I am flabbergasted by the lack of response this institution has given. I am also in a tight spot as I am the sole provider for my family.Initial Complaint
07/08/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
********* - 802 claim number Ive filed a claim with USAA on June 19, 2024. My adjuster, ********************, will not communicate with me and I cannot get USAA to appoint another adjuster. It is almost impossible to speak to a person about this matter. I would like a manager to contact me about a new adjuster and I would also like an advocate to be appointed for me to resolve these issues. Very respectfullyBusiness response
07/16/2024
Thank you for forwarding this inquiry to our office. We appreciate the opportunity to address the matter. Due to privacy concerns, we are unable to post our response for public view; however, we have provided the attached response from USAA.Customer response
07/16/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
***************************Initial Complaint
07/03/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
On June 5th 2024 USAA illegally changed my policy without confirmation from me to include my husband as a driver of my vehicle. I was only requesting a quote and was informed by USAA they would not be allowing my husband to be on the policy. They adjusted the policy without proper legal agreement or confirmation from the customer. This cost me $322.79 and I was forced to cancel my policy to cancel further transactions. This is theft! You cannot adjust charges to a policy without agreement by both parties.Business response
07/15/2024
Thank you for forwarding this inquiry to our office. We appreciate the opportunity to address the matter. Due to privacy concerns, we are unable to post our response for public view; however, we have provided the attached response from USAA.Customer response
07/15/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
*****************************Initial Complaint
06/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
USAA illegally and unethically dropped me from my property policy for no reason whatsoever. **** gave me a total Bull excuse about why saying I wasnt in the home enough. How the h*** does USAA determine how much I should be in my home!!? I am taking care of a widowed older mother and ** also a disabled person and veteran!! Way to treat diabled veterans and persons and drastically increase their anxiety, health problems, and costs! Total BS! USAA is paid in full for a year to September,. In addition, I have not filed any claims with them ever as long as *** had them over 4 years. There is no reason for this garbage and they just want to pull out of ******* and offer lame excuses for doing so! Thus we are stuck with citizens and I am losing my ***** to insurance rates!! I have also reported USAA to the Florida state insurance commissioner! Please help!Business response
07/10/2024
Thank you for forwarding this inquiry to our office. We appreciate the opportunity to address the matter. Due to privacy concerns, we are unable to post our response for public view; however, we have provided the attached response from USAA.Initial Complaint
06/26/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I have been a USAA member for 28 years. I made a homeowners claim on May 29 due to a water leak in the kitchen which damaged the floors, looking to see what is covered under my policy. It has been a month and I still have not received any information from this claim about what is covered. It seems I have been "ghosted." I have reached out via phone and email many many times. The person assigned my case always has a voicemail message saying she is out of the office. I escalated to talking to supervisors on two occasions **** on 6/14 and Rod on 6/17). I am always assured this will be followed up on, and then hear nothing.Business response
07/10/2024
Thank you for forwarding this inquiry to our office. We appreciate the opportunity to address the matter. Due to privacy concerns, we are unable to post our response for public view; however, we have provided the attached response from USAA.Initial Complaint
06/25/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I am writing this complaint due the lack of assistance and consideration from my home insurance company USAA. On May 27th, 2024, I reported water damage to my home to USAA my home insurance company. Since putting in the claim I have been assigned 3 different adjusters and have had to move me and children around to sleep on floors of others home even though my insurance covers ALE which is due to loss of use of our apartment on my property. The lack of communication has caused my spouse to miss work and classes.Business response
07/09/2024
Thank you for forwarding this inquiry to our office. We appreciate the opportunity to address the matter. Due to privacy concerns, we are unable to post our response for public view; however, we have provided the attached response from USAA.Initial Complaint
06/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
The inusance company has done nothing but towed my vehicle to an impound lot and for the past 9 days theyve been trying to find the vehicle to tow it to the shop. Im at fault as they said so I will be paying $1000 for deductible as I recently increased my insurance. Insurance is already expensive as it is and Im aware Im not paying full coverage. I increased it to hopefully make it cheaper and speed the process. I dont receive calls or updates. When I call theyll say they are going to work on it and nothing gets done. They give me new adjusters and leave me clueless on whats going on. The shop was willing to work on it the min they received it but now they seem busier so thats gonna take a while. 10 days to find a vehicle they towed to a shop is unbelievable. Im active duty and if this is how the insurance works with military and veterans Im highly disappointed. I decided to stay 7 hours away as it is the closest place to pick up the vehicle once ready but seems like it wont be fixed in months since they cant do a simple thing. I do need my vehicle to move around. I didnt have renters insurance but I just got it. And Im not going to rent out a car and pay over $3k because my insurance isnt good enough. So many good reviews but seems like a scam. All I want is updates and get the work done as **** said **** would and not leave me hanging. Ive contacted towing company, my adjuster, many other personnel and they seem to just say well fix it and somehow not get anywhere. Why should I be paying this much for insurance if they arent going to do their end? And they expect me to get full insurance..? Yeah no. Crazy how I have to reach out to the insurance to make them do something or pretend to do something. I kept my patience but nothing gets done without me having to go out of my way to get a word on whats going on. First time having insurance. First time under you guys and this is the best service you guys are showing me? All they do is apologize.Business response
07/09/2024
Thank you for forwarding this inquiry to our office. We appreciate the opportunity to address the matter. Due to privacy concerns, we are unable to post our response for public view; however, we have provided the attached response from USAA.Customer response
07/09/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
*************************Initial Complaint
06/25/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
In brief. Prolonged delays in responses from USAA. Have contacted USAA via communication using their portal regarding my hail damage claim to my home. I have not received any replies. Requested a contact from management. Did not reply to that request.Requested assistance on filing claim for damaged personal items. Have not received a reply.Had an automobile claim also from same storm. Any movement on the claim only seemed to be when I contacted them and prompted it along.Received a letter June 14, dated June 13. Letter stated money had been disbursed for my claim. Have direct deposit set up. Called on the 20th and found out funds had NOT been paid. This was after I posted that they had my vehicle and all necessary paperwork. Looked like theft to me.Business response
07/09/2024
Thank you for forwarding this inquiry to our office. We appreciate the opportunity to address the matter. Due to privacy concerns, we are unable to post our response for public view; however, we have provided the attached response from USAA.Customer response
07/10/2024
Complaint: 21895496
I am rejecting this response because:In brief I received a phone call and an apology. The statements contained within their response are factual.
I remain dissatisfied with the service provided by USAA. An apology will not change that fact. In my opinion USAA provides poor service.
Regards,
***************************Initial Complaint
06/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I had to recently file a claim with USAA due to the tornado that hit ******, **. Its been over a month and they arent giving any updates or even answering my phone calls. I still have a lot of damage that needs to be addressed and have sent in all bids and documents that they requested but Im being ignored.Business response
07/09/2024
Thank you for forwarding this inquiry to our office. We appreciate the opportunity to address the matter. Due to privacy concerns, we are unable to post our response for public view; however, we have provided the attached response from USAA.Initial Complaint
06/24/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I filed a claim with USAA on my homeowners insurance for damage to my home from 2 tornados and additional hail and wind damage. I have had zero cooperation from them. My adjuster will not call me back. ****** Property Claims was given my info to have some come to my home for an inspection over a month ago and I have received no call from them. I have reached out to two different adjusters with USAA for a total of 6 times and have left 5 messages with ****** Property with no call backs received from either place. This is the worst service I have ever received. I pay a USAA for service and coverage and have received noneBusiness response
07/09/2024
Thank you for forwarding this inquiry to our office. We appreciate the opportunity to address the matter. Due to privacy concerns, we are unable to post our response for public view; however, we have provided the attached response from USAA.Customer response
07/11/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
*************************
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Customer Complaints Summary
4,118 total complaints in the last 3 years.
1,527 complaints closed in the last 12 months.