User Brandon and Sarah (Opens a pop up layer)
Member Stories |
User WendyPolingUSAA Administrator
Brandon and Sarah, I'm sorry to hear you've had a bad experience. We'd like the opportunity to have one of our specialists address your concerns and make sure all options have been explored. Please contact us here to provide us with additional detail and your member information. You can also reach a service specialist at 1-800-531-8722. We hope to hear from you soon.
User Happy2014 (Opens a pop up layer) Occasional Visitor
on the insurance side, these are the top ten worst firms to deal with according to the american association for justice:
The Ten Worst Insurance Companies 1. Allstate 2. Unum 3. AIG 4. State Farm 5. Conseco 6. WellPoint 7. Farmers 8. UnitedHealth 9. Torchmark 10. Liberty Mutual
User Mo3 (Opens a pop up layer) New Member
User Sugarbeads (Opens a pop up layer) New Member
User Brandon and Sarah (Opens a pop up layer) Regular Visitor
User Guillo10201 (Opens a pop up layer) Senior Member
User Attaway3 (Opens a pop up layer) Occasional Visitor
Brandon and Sarah I'm sorry you've had such an awful time with USAA, but I'm here to tell you from a very personal experience that given the opportunity USAA will bend over backwards to rectify ANY situation, whether it's something they had a direct affect on or another company's error. It's such a shame that you chose to give up on them because I sincerely believe they could have helped you and you would have been better for it. Furthermore, paying less isn't always the right answer!! Sometimes loyalty, dedication, and personalized service are far more valuable in a company. I just hope you don't find that out the way we did--the hard way. Good luck!!
User Robbo (Opens a pop up layer) Member
Cannot wait to follow you!
The truth is exactly the opposite of what you have said. Just wait, they will screw you over eventually. I've been a member for 27 years, and three years ago they started failing miserably.
User Frank Rigaud (Opens a pop up layer) Frequent Visitor
User OverTaxed (Opens a pop up layer) Visitor
Brandon and Sarah: I'm right behind you. USAA lowballed me on a car claim and their responses were very frustrating. No one knew anything other than "we offer fair arket value." I proved them wrong multiple times and challenged them to find a similar car for the price they offered. IT CAN'T BE DONE. How shortsighted! To their credit, they did cheat me out of some money and I don't have much recourse other than an insurance commissioner comlaint or small claims court, both of which would be too time consuming. Closing all insurances and all acounts is the path I have chosen, which is also time consuming, especially after 30 years of banking, homeowner's insurnace, umbrella policy, brokerage accounts, etc., but it feels good to get away from an organization that seems so comfortable not taking care of a 30 year customer.
For those of you defending USAA, just wait until you have a claim and let's see which tune you'll be singing.
User Arizona2014 (Opens a pop up layer) New Member
My husband and I have been members of USAA for almost 50 years. We have both worked for USAA. Me in the 60's and he in the 90's. They are our only bank and insurance company. In the last 2 years I have noticed the fall off in the service in the Bank. Especially with all the automation that is now there. It is nearly impossible to get to a real person. It takes many frustrating attempts to get past the "we love you" automaton. Now it has become very obvious that the late evening and early am Customer Service people no longer work in the insurance area or the bank. Automation is a wonderful thing if your problem or question is one of the frequently asked ones. Heaven help you if you need any real help!. Fixing the automation is not the answer. Give us a human being!
We are ready to purchase a home through the Mover's Advantage program. I had sure better not run into some of the problems I have just read about in these posts! I mourn the possible death of a truely fine company!
User inthelineofduty (Opens a pop up layer) Frequent Visitor
I had to file a lawsuit against USAA insurance to get thier attention. That case we settled. Even with property insurance I have had a hard time and I just file a quick complaint with my state Dept of Insurance. I believe in USAA and the great employees however there are always bad apples in the group. Sounds like USAA needs to do some house cleaning because customer service is not getting better. I know staff that have left USAA branches because they do not feel USAA cares for their employees like they used to. The trickle down effect.
User mikev661 (Opens a pop up layer) New Member
This bank is by far thee worste i have ever had in my life i will be canceling their insurance tomorrow i can not wait. Gieco is 70 dollars cheaper on insurance and all the same coverage. Never had any trouble with usaa banking just the insurance felt like a rip off
User fuller543 (Opens a pop up layer) New Member
It is amasing how USAA has given me a hard time with my money. I have been in good stating for a while with no overdraft or negative account. One day I deposit an amount of $2,000 and they put a hold on the account. I was able to call them and they released the money. It has been almost a whole year and my wife deposit over $2000 and they put it on hold for six business days and they can not release my money. It is funny how a regular bank only takes at the most, three business days. As soon as my money clears, I will be moving my money to another bank. Then, to top it all off, I use to get money put back into my account once a month from using another bank's ATM. They don't even do that anymore. Using USAA is worst than being in the military. What real benefits am I getting from a bank that is not helpfull.
User TarheelCoastie (Opens a pop up layer) New Member
I am right there with you! USAA seems to be growing bigger and more impersonal with each new year.
Customer Service has done a complete about face when compared to when I first switched ALL of my insurance needs over to USAA several years ago. A recent phone conversation consisted of the rep trying to strong-arm me into signing a Consent to Rate form despite being unable to tell me about (it essentially allows an insurer to charge 250% of the NC Standard Premium Rate) and then as I reviewed my policy, he told me that many of my policy features were unusable or SHOULDN'T be used for fear of rate increases.
It looks like I am now being forced to switch back to Nationwide because USAA customer service has already pre-emptively begun cancelling my homeowners' policy and my future policy is now NON-EXISTENT. Of course, I was once again pressured to sign the Consent to Rate form and fax it to USAA immediately. My Nationwide quote came in $1 under the NC Std Premium rate and with discounts dropped another $120 - my USAA policy premium actually INCREASED 15% from last year. Very disappointing ... and I am letting Clark howard know immediately! Looks like USAA has gone Pentagon on us - bloated and ineffectual.
User boomerchop (Opens a pop up layer) New Member
User Logic112 (Opens a pop up layer) New Member
I will be totally out next year...credit card and car insurance.....Good Riddance!!!!
User Halo1031 (Opens a pop up layer) Occasional Visitor
When the automated system picks up, hit #0 and it will go straight to a live person who can get you where you need to go from there :)
User rmeav8r (Opens a pop up layer) Occasional Visitor
You're not alone. I've been a loyal member for over 24 + years and have everything with them, Checking, Savings, Credit Cards, Life Insurance, Home Mortgage, and have had Home Owner's/Renter's Insurance and several auto loans. My credit and financial reputation is flawless. USAA's quality of customer service has steadily been declining dure the past 5 years. Mortgage Department underwriter were an absolute nightmare; I have bought and sold and still own several homes and my personal mortgage was the worst and it was the only one done through USAA! Auto Insurance, well I have at least two very disappointing events in the past couple of years one of which the USAA Claims adjuster directed me to submit paperwork showing that a court through out a ticket for 80% fault backing up accident (in which caused nothing but scuffs on our auto) while the teens in the other car were cutting across (illegally) the parking lanes on private property (Wal-Mart). We followed his directions and when we called him back because we won in court, he said he did not recall stating those instructions. He also denied (what he promised) and reinstate our accident forgiveness; heck, We haven't had not so much as a speeding ticket in the past 2 decades! Oh, each time we get abused, the other members insurance just happened to be who else, but USAA! Had a truck with boat trailer parked next to mine at a boat ramp and it had a manufacturer default electrically caused fire and burned to the ground. Imagine to my suprise returning from a day of fun, sun and fishing on the lake to discover the trim melted from the side of my truck and a huge black molten mass next to it...what did USAA do? I will tell you...NOTHING. I am paying off USAA Credit Cards Now, will open a local Banking Account, change direct deposit and follow everything else up with a change of Life and Auto Insurance. USAA can hold my Mortgage but disburse my subscriber Account which is now sizeable. They have pushed my buttons and but good! I hope this might enlighten those that might be drinking the kool-aid.
I don't believe that your hear the complaints accurately. The customers whom I've heard told are always right are stating that they have been betrayed, lied to, swindled, etc. I enjoy writing letters of praise and truly abhor doing this; but the people need to know the truth and not rhetorical teleprompting and colorful brochures.
User coopc6 (Opens a pop up layer) Visitor
Yikes, after reading all your posts, I guess I know the answer to the fight I'm fighting right now. 42 years with USAA, they "own" me, have all my investments, etc. We just moved our biz to Las Vegas from CA for tax reasons, and sold our home and rental properties in CA. Applying for a VA home loan on a house we found here in Vegas (after searching for 7 mths) and that is hundrededs of thousands (yes hundreds) cheaper than the one I just sold , only to be turned down due to being "self employed" for less than 2 years. Here I am a past Mgmt Executive for 20+ years and I have never been denied a loan for anything ! Yes, both my husband and I are now self employed (he retired after 20 years in Navy), and he is working fulltime in our biz, pulling a monthly draw (which they won't consider as income) and I am consulting with the company I left with a guarantee 3 year employement contract and MINIMUM monthly salary, yet they say our income is "unstable" and "unqualified" due to being self employeed status of 1099 . Our investements can't be "used towards the loan" so we're screwed until we have been self employed for 2 years !!! We are only on 14 mths.....REALLY ??? I am still hoping it goes through, I read the entire VA loan approval process and copied/pasted to them the considerations page, but I don't think loyalty, customer service, etc. is their priority. We are mere numbers on a page and checkboxes for employees to review to push through day to day to get out of there and go home. Needless to say, we will have to go to another lender and do a conventional loan, how disappointing that they don't believe in us where the house payment will be less than the rent we are paying....it is mind boggling how they stay in business. You'd think a 42 year history with a company would prove something. If this falls through, I'm with all of you, I will be OUT, investments and all...I'll keep you posted, but am sure I'll be there with you, it doesn't appear they really review anything. The worst part of the story was they denied us at first, I was ready to move on, then they called us back and said underwriting re-reviewed it and gave us a conditional approval to move forward on the house contract. We have been waiting on final approval since the end of June and just heard today that we are being denied !!! They couldn't have told us this weeks ago before we paid for inspections, contingencies, etc ? We are out quite a bit of $$$, I am NOt a happy camper right now.
I will say I had nice people I talked with and of course, it was their "boss" or another "dept" that is making the deicision of which you're not allowed to talk to !! These poor employees that have to deal with us disgruntled customers, I feel sorry for them, I hope they get paid ALOT !
User U S A A SUCKS! (Opens a pop up layer) New Member
User Jeff H. (Opens a pop up layer) New Member
User Ex (Opens a pop up layer) New Member
User BrianaHartzellUSAA Community Manager
Thank you for taking the time to share your experience. I have shared your feedback with out insurance department for further review. Thank you.
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