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Consumer complaints and reviews about USAA

Star567 Send email
Nov 10, 2023

Poor Customer Service

After 50 years of being a USAA policyholder, I am ready to go elsewhere. I recently had a horrible experience trying to get my auto comprehensive coverage applied. It's not that I don't know they have lots of policy rules, it's that THEY don't understand them all, and worse, they do not communicate the claims process clearly to the customer. Not one of the now 6 people I spoke to seemed capable or interested in helping me through the complicated process. They hassled me to make decisions without sufficient information and then forced a result I did not want. And after writing to the company, I found that the "advocate adviser" does not advocate for the policyholder, but simply backs up the corporate chain of command. I had to pay out of pocket for something that should have been covered. But the "rules" were never clearly communicated.
Star567 Send email
Nov 10, 2023

Awful Communication

After 50 years of being a USAA policy holder, I am ready to go elsewhere. I recently had a horrible experience trying to get my auto comprehensive coverage applied. It's not that I don't know they have lots of policy rules, it's that THEY don't understand them all, and worse, they do not communicate the claims process clearly to the customer. Not one of the now 6 people I spoke to seemed capable or interested in helping me through the process. They hassled me to make decisions without sufficient information, and then forced a result I did not want. And after writing to the company, I found that the "advocate adviser" does not advocate for the policy holder, but simply backs up the corporate chain of command. I had to pay out of pocket for something that should have been covered. But the "rules" were never clearly communicated.
rbecker Send email
Mar 12, 2021

USAA - Is this how you treat 58-year members upon their death???

I am disheartened and saddened with the difficulties I've had with USAA after the passing of my 82-year old father... a USAA member for 58 years (Captain U.S. Marine Corp)! As executor of his estate and providing that information a full month ago, all I've needed for the past 2.5 weeks is a copy of two year-end credit card summaries to prove payment and prevent a non-existent debt from going to collections which will require me to a) hire an attorney and go to probate court b) file affidavits and death certificate with the collection agency and c) remove any liens that may be placed on his property.

USAA agrees I am entitled to this information but:
- they sent it to the wrong department and had to re-request it a week later after I contacted them
- told me (unsolicited by the way) the new request would take one day which I then told the creditor
- receiving nothing after a day so I called in only to be told it would be 3-5 days and there was nothing that could be done
- kindly asked to speak to a manager so I could explain the urgency and they refused to come on the phone and was instead told there was nothing they could do as it was in a different department now (which I wasn't provided info on how to contact)
- tweeted out my frustration and was contacted by some autobot requesting my full info which I provided
- having heard nothing after another 24 hours I replied to the tweet and received the same autobot requesting the exact same info which I AGAIN responded to
- received a phone call during a meeting today (therefore couldn't take it) in which the person read a canned response of 'on behalf of the CEO's office I'm calling to inform you we have received your concern. We are experiencing high volumes and will have a subject matter expert address your concern. Thank you very much for being a member of USAA and have a wonderful day". They left no call back number, case number, etc. with which I could return a call.
- finally, direct messaged the CEO Wayne Peacock on LinkedIn (of which we share 2nd level connection) only to yet again here nothing but silence.

Despite my sharing screen shots of all this, the creditor has informed me they are filing tomorrow and instead of properly being able to deal with my father's passing I'll be forced to deal with them.
lindseymatt Send email
Feb 12, 2021

Unauthorized ACH transfer

I have been with USAA for 22 years. I recently noted 5 fraudulent ACH transfers amounting to close to $8,000.00 spanning from OCT 2020 to JAN 2021. I have spoken with multiple representatives and they merely pass my information to the fraud department. I get notice from the fraud department that the transactions were authorized, yet they are unable to provide any documentation to substantiate the transactions even after asking for it multiple times as instructed per their letter. Anyone who gets your account number is able to conduct a transfer and the fraud department is unable or unwilling to take action. Additionally, it seems the representatives on the phone are not knowledgeable in conveying the information from the fraud department to the customer and vice versa. Note, that the customer can not speak to the fraud department directly. Each representative I speak with has to take my information and listen to my story noted above ultimately coming to no solution and merely passing my information to the fraud department once again. My money is not safe with USAA. I will close my accounts and move on. I will likely have to subpoena my documents from the fraud department to press charges regarding unauthorized ACH transfers.
Ticked1976 Send email
Sep 9, 2020

HORRIBLE Insurance Company

Lightning storm: check
2 HVAC systems down : check
Called HVAC company: check (the day after the storm)
* Despite 5-6 calls, cannot figure out why the AC is not working
Large deductible: check
Reported to USAA: check
USAA agrees event covered check
Piano damage found: check
Alerted USAA to piano damage: check
Policy confirms covered: check
USAA denies you after 50+ years of being a customer: check
USAA fails to adhere to laws requiring denials: check
Presidential complaint made: check
Middle Level Manager at USAA hangs up on you: check
DOI complaint made: check
Director at USAA denies you: check
Make a BBB complaint: check
Out $4,000: check

USAA IS THE WORST INSURANCE COMPANY AROUND. Their commercials with soldiers holding babies doesn't mean anything. They do NOT have your back. They misread their own policy, don't follow State guidelines & simply screw over their insureds. STAY AWAY from this company. They may be a good deal but you ABSOLUTELY get what you pay for with these people
JWPmd Send email
Aug 31, 2019

Catch 22

I have been with USAA for 50 years. Much to my ALARM I just discovered that USAA does not offer a means to hold 2nd level supervisors accountable for their decisions!!! Who would not like to have this job???? Try to make a complaint and you hit a stone wall. NEVER SEEN ANYTHING LIKE IT! they work for the government,client, or using undeserved prestige to market? This is extremely disappointing...makes one wonder.
for9396bma Send email
Aug 7, 2019

Customer Servcie / No service

I have tried since 2015 to obtain USAA services. Every time I call I am given the run around as to why I can not have USAA services. No one can provide me with any explanation. I am either told to call back or someone will call me back. I called again on August 7, 2019, and was finally told I was listed as CAD and it had to do with something from 2010 and they could not tell me why. And again I was told to call back after holding for over 30 minutes. How is it my father can serve over 20 years in the military and my bother can obtain services but I can't seem to get an explanation as to what is going on with my request. I am beyond disappointed with this banking entity and the level of disrespect I have been given. I have never had an account with USAA bank. I believe I deserve some answers regarding an issue that USAA caused.
RudeGyal81 Send email
Jun 2, 2019


I am a active duty service member on deployment and USAA decided to de active my debit card right in the middle of deployment without notice, leaving me with not access to my funds. I called and notified the agent about my card and she seemed unfazed, like it was not her problem or her fault that I am gone on deployment and what like what do I want her to do about it. I asked her is there anyway that I can access to my cash while they can get a card expedited to me, she was like ma am I cant guarantee you that, besides it has to go to the mailing address that we have on file. I asked her again, like why did you guess stop the card, she was like I cant tell you that, ( SCREAMS !!!!)
rmarvit Send email
May 14, 2019

non renewal homeowners

i was notified that my homeowners will not be renewed after 50 years. we have a service dog who is tethered to the property. an unannounced person came and despite visual and verbal warnings proceeded on the property. he had a minor puncture. he immediately hired a lawyer. this was a bogus claim and i did not want the homeowners policy to pay. i was also covered by a seperate carrier. who were to work together.
this dog is not an aggressive terror but the product of a k9 trainer specifically to protect my wife who has a disability. given all the years and premiums i have paid to usaa and my years of service to be arbitarily cast off seem contrary to the stated policy of the company.

i am a retired physician and know what health insurance companies to, i thought usaa was better than that.
spiritrunner04 Send email
Jan 10, 2019

Very Poor Customer Service

I contacted USAA on 1/7/2019 to get information about my insurance premium renewal for the January 2019 - July 2019 term. The amount was raised from the previous cycle rates by more than $300. One lady I spoke with suggested I retrieve the results of a previous claim from January 20, 2018, that caused the raise in rates, from Lexus Nexus. I asked that the increase be lowered back down to the rate it was at for the previous cycle, and the next man told me that they could do nothing about the raised rates, because a previous arbitration decision was binding. I am not able to represent myself in arbitration, according to the information USAA gave me, so anyone who represented me in arbitration in the Fall of 2018 did so on my behalf, unsuccessfully.

The perceived incident that occurred on January 20, 2018 involved a legal pass around a car that was stopped and not moving in Dana Point, near the baby beach harbor, at the base of Cove Road. I passed this car safely on the left to get to a volunteer activity I had been invited to that same day. Signage around this road states that people are not supposed to just stop in the road and remain stalled. The woman in the car who was stopped/stalled, who I passed around, proceeded to follow my car to the parking lot I went to, get out of her car next to a red fire lane, yell at me that I hit her car when I did not notice any damages or feel any impact, and attempted to prevent me from going forward with the activity I had been down in that area that day, to participate in. In later conversations regarding the case, the woman claimed she was trying to turn left into the parking lot, while I passed her on the left, going no more than about 10 miles per hour. Therefore, if there had been any impact, she would have hit me from the right, while she was attempting to turn left into the parking lot.

The activity I was participating in was a boat ride for volunteers. I proceeded to get on the boat and leave for the activity, after parking. About an hour into the boat ride, I received a phone call from a cop, who told me this lady was accusing me of hitting her car/running and that there were damage marks on my vehicle. When the boat returned to the dock, I went back to the area where my car was parked in the lot, and the lady and cop were both gone. I contacted the number on the card for the sheriffs and was told by someone to send my insurance card into their offices. I waited about a half hour at the scene for the cop or lady to return, and neither returned. About a week later, the results were sent into my auto insurance company.

I was contacted by someone at USAA who told me they had received the claim information I had submitted. I told them I did not submit any claim information, and shared the story with them about what had happened. USAA fought the case on my behalf, took pictures I had submitted of my vehicle, as well as a statement from an auto body shop, and proceeded to represent me in the arbitration. The auto body confirmed with us that there were some dents in my car, but that they were too old to be attributed to a recent accident. I was sent a letter on September 24, 2018 by a USAA claims adjuster that found me 0% at fault, even though the arbitrator decided to side in this other ladies favor. I was also told by my claim adjuster that I would not be penalized in the next renewal cycle for my auto insurance.

The supervisor, Andrew, I spoke with on 1/7/2019 told me he was escalating the matter to another supervisor named Kyle in the claims department, who handled my case. The two other representatives I spoke with on 1/7/2019 said they would not remove the penalty and that the original claim adjuster from September of 2018 had made a mistake in the letter he sent me, by stating I was 0% at fault. Andrew told me they would send another letter to me to correct the error, which I did not receive.

I sent in another letter response on 1/8/2019 explaining the incident again, including more pictures of the dotted yellow lines that legally allowed me to pass on the road I passed the woman on, and additional explanation as to why I was not at fault for this lady's actions.

When I followed up again on 1/9/2019, I was transferred to a policy representative who stated she was the wrong person to have the case be transferred to. Kyle, who had transferred me from the claims department, told me the policy department claimed that the fire damages in California influenced their decision to increase my policy rates and that I was living in an at-risk area, so the rates had to be increased. Another representative I spoke with took down information, and then the call was disconnected. Another representative asked me for my security phone password, and then said he would need to change it. Another representative transfer told me to submit a complaint to Lexus Nexus and then said someone there would get back to me within 2 business days. The next representative told me I should go down to DMV, tell them that I was 0% at fault, and then get the information back to USAA, so that they could adjust and change my policy rates. Another representative told me that my discounts for being a good driver were removed and that they would not add them back, because of this incident. The final representative I spoke with, an Issac, kept repeating the arbitration results, stating they were binding, and that their policy decisions were based off of those results. He then proceeded to read to me verbatim, the Part A - Part D parts of the policy which I already knew, claiming he was trying to explain why each part increased. He never explained why the different parts increased, but just kept reading down the list the information that was already evident to me. Bodily injury, medical concerns and motorcycle uninsured are parts of the policy that do not pertain to any auto incidents I was involved in for 2018, so it is still unclear why those portions of my policy were increased, when they were not connected to any auto incident I was in for 2018. Isaac kept repeating the results of arbitration, stating the outcome was legally binding and that they could do nothing about it. He must have repeated this about 7 or 8 times. He also said the policy rates were appropriate for me, and indicated that he thought I was at fault and responsible. Since a USAA representative represented me in the case, I told Isaac that the person must have not done a thorough job, because there was no reason why they should have lost, when I was not at fault. When he repeated that the outcome was binding and proceeded to try to read down his list again, I told him to stop acting so cruelly, and expressed how uncomfortable I was with his responses.

No one shared with me how discounts could be applied to my policy, or how I could reduce my policy rate to something more appropriate for my situation. I still believe I am not at fault for this incident on January 20, 2018 and that I should not be penalized for it, but USAA has done little to amend the situation. The rates have still been increased. Some of the employees on the other line even laughed at me.
SPH Send email
Sep 21, 2018



Northof60 Send email
Aug 10, 2016

Cancelled Auto Policy due to Business Ch 11 Bankruptcy filing

I have been a steady USAA customer for several years, one fender bender in 2012. My policy was abruptly cancelled after having to file Ch 11 Reorganization for my business. I have always paid my premiums. I'm under enough distress right now. This is not a Personal Bankruptcy, and USAA has nothing to do with my business. Please explain this to me.
morrisovich Send email
Jan 5, 2016


I am a disabled veteran and have a checking account, 2 investment accounts and 2 vehicle insurance policies with USAA.

I have been depositing the same weekly payroll check via the USAA mobile app into my USAA checking account, for the same amount and drawn on the same corporate bank for over 2 years without problem. My funds have immediately been available to me in the past.

USAA has begun to "hold" my checks for the entire deposited amount for 8 days before releasing and allowing access to my funds. Just yesterday I deposited a payroll check so that I could pay a car insurance premium and was stuck with a "hold" on my check until next week. I had the same thing happen on a deposit in late December, 2015. The hold is placed on the deposit for 8 days and then the funds are made available.

I had been in the VA hospital and my auto insurance policy is about to be cancelled so I needed to pay it after depositing my check. Now thanks to USAA I will not be able to do that and after speaking with them there is nothing that can be done to reverse this "deposit" so that I can cash my check somewhere else and conduct my business.

USAA customer service and product policy has become very customer unfriendly to the point that I am cancelling all of my accounts (auto, investment and checking) with them.

If you want reasonable and timely access to your hard earned money you should avoid this "bank" and deposit it into a real bank that has a real branch near you. Meanwhile, I am stuck waiting for this smug "bank" to release my money.

If USAA had a reasonable hold time, i.e., 2-3 days, I would not have such a taxing issue. Furthermore, the fact that this hold policy is random, and for varying amounts up to the entire amount of the deposit the customer has no idea as to what degree the inconvenience will be and, as such, cannot make an informed decision whether to make a deposit into USAA.
Dr Mrlezo Send email
Jul 18, 2015

Close credit card and bank account bad practice -illegal

After a hail damage claim USAA close all of my credit card and a bank account. This a person that been with them for 16 years and never been late on a payment. They said it was my behavior for filing a claim but if you are fort Carson from 4 June and 5 June 2015, we had a major hail storm. The lady on the phone ask me did see the hail storm coming..( don't make sense). Then the insurance knew it was an hail storm that hit my car ( oh by the way I had hail storm coverage sine I join).. said it is a fraud because I hit the wrong date. I hit the 6 instead of the 5 and I have police report. Their adjuster came to the house and I got the total. I don't understand this , why would the insurance company shut down my credit card and bank account and this is my very first claim. This is a class action law suit. For any body that been denied insurance pay , I take on together and sue the company. I ask to speak to the president of the bank. The denied me.
gigif13 Send email
Jul 22, 2014

Account Access

I have been a customer with USAA for at least 10 years. Now that I am divorced and having financial struggles, USAA has not been there for me. I have informed them about my financial struggles, and requested a extension on my Loan and Credit Card payment .... they denied me.....Then a couple days later, for over a month ago, I started receiving this message when I tried to log on. "According to our records, you have unresolved charges with us. To obtain limited access to existing accounts you may log on by clicking proceed below. In order to resolve your charges and gain access to, please call toll-free 1-800-331-2454." This is my checking account, IRA, Auto Insurance, and Credit Check Monitoring(which I did pay $5.50 a month for). The accounts I owe money on is the reason for USAA to deny access to any of these other important accounts, which should not have any connection. BBB is aware of these horrific circumstances, and as long as I am denied full access and if anything else comes up, there will be more actions towards this company because who knows who else is having this issue
User928656 Send email
Apr 8, 2012

Alienation of Products

Sad Spouse,

Did you claim bankruptcy on an USAA loan or credit account? Unfortunately they may not want to do business with you if that is the case and will close your accounts down. Your lawyer should advise you of this.
Sadmilitaryspouse Send email
Mar 22, 2012

Alienation of Products

A few years ago my husband was injured in the line of duty with the military. Of course, we faced financial difficulties. We fought it for several years, but finally had to file for bankruptcy over a year ago. We have been long standing members of USAA and with us filing for bankruptcy; USAA has shut us out of their website and refuses to offer any new products to us (insurance coverage). This is really unfortunate since USAA claims to be there for their service members and their family.
JEShearer Send email
Mar 22, 2012

Alienation of Products

I have been with USAA for over a decade and recently my wife (Honorably discharged vet) got into some trouble and had to do a few months in county jail, USAA said that because she went to jail (for a minor assault) they can no longer carry her on the policy. This is prejudicial and overly biased. They cited a moral clause, well how moral is it to condemn a veteran for making one mistake in life.
Cwc Send email
Mar 15, 2012

not refunding my $50

I wrote this email below to USAA ([email protected]) and never got any reply at all! If you're considering signing up with USAA, try sending this email and see if you get any response. That will give you an idea of their customer service. They promised to reply if we send to that email address. Here's the promise:

Dear USAA,

I signed up for USAA banking account (savings and checking) on June
9th 2010, and I paid the $50. It has been 3 months now and I am still
not allowed to use my account. I was told there is "investigation" on
my account.

I do not mind at all if there is an investigation, but three months is
unreasonably long. At least let me know how the "investigation" is
progressing. What result are they waiting for? What step is slowing
them down?

Or, refund my money. Isn't my request perfectly reasonable?

Thanks again,

Bad Buisness` Send email
Mar 15, 2012

not refunding my $50

I also opened up a USAA Free Checking account and am now going throught the same thing. They are refusing to refund my $500 unless I send in my ssi card, driver licencse, utility bill, marriage license & divorce decree faxed or email. The nearest USAA center is over 600 miles away. They are telling me the only way the will even close the account unless they have the requested documents. I am at a lost.
Bad Buisness` Send email
Mar 15, 2012

not refunding my $50

Single mom of 2 now out of money needed

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