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Customer service is a total joke. Never give these people access to automatic withdrawal. When the insured individual becomes incapacitated they will refuse to cancel policies regardless of power of attorney. run away from this company.
They did the same to me!!!! The WORST OF THE WORST!! THEY ARE SCAMMERS!!!! DO NOT SIGN UP WITH THIS COMPANY!! TRUST ME ON THIS!!!!
So we left State Farm after being with them for ten years as they came recommended to us by family. When I signed up with them they quoted me 292.00 a month to insure us for 6 months for 4 vehicles two at full coverage and two at liability. They took my first month 292.00 and told me that it would be a little cheaper each month after because I opted to have them take it directly out of my checking account each month. The next month they took 71.00 out of my account a week early. Then a week later took out 356.00.....never sending a letter telling me that they were taking either of these amounts. both payments bounced because I had no idea they were coming out! So I call them. They tell me that the cost is now 356.00 a month and that they took the 71.00 to pay the difference because they originally made a mistake! I said you cant do that! I have a copy of the quote in writing and and what the monthly bill would be in writing! I said you cant just change it after you sign me up and take my money! that is fraud! They admitted the mistake was done by the policy writer! So I ask to speak to the manager! they refuse to let me speak to one....they told me they do not pull supervisors off the floor to talk to customers! I said then I want a call back....the rep tells me that she actually knows more than the manager and the manager will not be able to help me. I get very upset and she tells me to hold and she calls the manager.....she comes back to the line and tells me that the manager is " not willing" to correct this issue and that I am welcome to pay them 172.00 more and they will reduce my payment to what we agreed upon in the first place (agreed in writing mind you)! I said NO WAY! U have already cost me 70.00 in bounced fees and have already taking a total of 140.00 more than we agreed upon in TWO months of me being a customer! what should have been around 600.00 .....What I actually paid after they took my out of my account without my permission is 852.00! that is alot of money to pay for car insurance! My issue is that I would have never signed up with them had I known they were going to charge me more than the quote and just take money out whenever they feel like it! this is illegal! When I said Mam you cant do this! This is illegal! I have the quote and monthly amount in writing!! she says to me that the manager will not talk to me now and I must send an email to them on their website and still refused to let me speak to anyone else! I am at a loss for words! I dont even know what to do about this at this point because I cant find another number to call or anything! I am beyond furious!!
JUNE 8 2018 FRIDAY - ROBBED BY USAA AND A EMPLOYEE ! THEY COVER IT UP. USAA HAS TURNED INTO A MUSLIM BANK OF THIEFS. USAA , WILL NOT GIVE ME READ OUT ON MY HOME EQUITY OF WHERE THE MONEY HAS GONE ? WHERE IS IT ? OVER 9 , 000 .00 MISSING ? NOT APPLIED TO MY PAYMENTS. USAA HAS TURNED INTO THIEVES !!! THIS HAS BEEN GOING ON FOR 3 MONTHS.. HOW LONG DOES IT TAKE TO GET A READ OUT OF HOW THE MONEY I WIRED IN WENT ? 18,610.92 Wired in TO USAA HOME EQUITY JAN 2018 for monthly payments only, not a principal or interest payment Hazard Ins $3,867.50 November 2016 to April 2018 6,203.64 4 loan.pmts 1,550.91 paid by USAA Home Equity from money wired in. Balance 8,539.78 Credit Hazard Ins 1,578.21 April 23 2018 Policy credited May 22 2018 Credit Hazard Ins. 74.81 Credited May 24th 2018 Leaves Balance of 10,201.80 Amela Garcia transferred money from my home equity loan money wired in Jan 2018 April 16th 2018 to my checking 5 loan payments 7,754.55 may june july aug sept 2018 Balance----------------- 2,447.25 credit Oct payment 1,550.91 minus Balance CREDIT-TO ME 896.34 plus 3,464.50 USAA TOOK OFF MY LOAN AND PLACE IN MY CHECKING. April 16th 2018 which leaves outstanding PAYMENTS USAA DID NOT APPLY TO my monthly payments, may june july august sept, when they were already applied! Balance ------------- 4,360.84 CREDIT NOV DEC 2018 PAYMENT - 3,101,.82 BALANCE 1,250,02 ----------LEAVES ME A CREDIT BALANCE WHERE IS MY MONEY . My monthly payments all ready have the interest rate included in every monthly payment. You Charging , borderes on Usury. You can not charge me additional payments on top of what I already paid. I payed all payments in advanced. My contract says monthly payments, not monthly payments only. As my money was wired in and held in escrow at Home Equity Dept at USAA Federal Saving Bank, and always in the past applied as monthly. Now the money is not applied correctly. This procedure has been ineffect from the beginning and this establishes past practices excepted by USAA, from day one. Money in escrow is missinng, I want all money applied by USAA to my home equity loan as it always has been. Usaa is saying now I owe payments May 2018. But they moved some money from the home equity department, unauthorized and did not and wil nnot explain why they took it off my payments. and will nto apply it back to my loan, and where is the out standing money that covers the year loan. I want all money applied to my loan immediately as it was was wired in Jan 2018 to pay every month for 2018 for 18,610.92.and always been applied in the past by USAA correctly, but now the money is missing, and they are demanding payment now saying I am delinquent. When I am not delinquent, They have told me to cease and desist calling anyone with the bank about my note ever again with out a attorney representing me ? I would like to have this resolved by USAA applying all money I wired in to make my monthly payments for the year. And accounting for where all the money went. 4 payments only have been paid. Where is all of the other money of the 18 692.18 Me June 07 2018 339 PM Mr Lara: As per our conversation regarding loan : Please provide to me a full disclosure of all of the receipts of all money I wired in to USAA for payment towards ALL monthly payments of my loan. Send me full disclosure of all payments received and all payments I instructed to be applied to my loan since its inception. I will cease from any more contact with you until I receive of all documentation and disclosures from you Mr Lara. I expect your reply ASAP
The WORST OF THE WORST!! THEY ARE SCAMMERS!!!! DO NOT SIGN UP WITH THIS COMPANY!! TRUST ME ON THIS!!!! I am going to turn them in to the BBB! also sue them in court!! they are downright shameful! I am so sorry this happened to you: Here is my story and the fraud they committed on my family!
This is the worst insurance company bar none. I am finally leaving after joining in 1962 ! But I can't even get them to cancel my auto insurance policy. They are impossible to deal with. Anyone is better than this rag tag bunch of clowns.
The WORST OF THE WORST!! THEY ARE SCAMMERS!!!! DO NOT SIGN UP WITH THIS COMPANY!! TRUST ME ON THIS!!!!
I am so sorry this happened to you!
here is my story:
Well...after reading the below comments I now understand why I feel so betrayed by a company that swore to uphold the things that us military members have fought for and hold near and dear to our hearts (i.e., loyalty, duty, honor, respect, integrity..). I have been a member of USAA since 1999 as I served 6 years and my husband has proudly served our country for the last 25 years. Now imagine for a second (which I know all of the military members and families that use your services can-but as I am sure your company is not doing to well with these days), that after those 25 years of moving homes every 2 years, multiple deployments (8 for my husband and 1 for me), all the missed birthdays, births of children, anniversaries, and only getting to see family once every couple of years or less...that you are FINALLY retiring. FINALLY!! Something you have worked toward and looked forward to for the last 25 years!! You and your family can not be more excited to, after so long, build your FOREVER home and settle down. No longer having to worry about missed anything's or heaven forbid those deployments where you may not make it home. So as if the final move is not stressful enough (and building your dream home in the process), you get to the section of the home loan process that requires you to have homeowners insurance...no big deal, right?!?! As we currently have 2 renters insurances on properties, 2 car insurances, and valuable personal property. This should by all means be the easiest thing to do...right...well, the correct answer is WRONG!
USAA denied us homeowners insurance....wait...WHAT?!?!
Their reasoning...because we had 2 food spoilage claims over the course of 12 months that totaled $800.
Now...mind you...we have excellent credit, multiple policies, have NEVER been late on one single payment, cannot even begin to remember the last time we even filed a claim before that on ANYTHING, and they denied us!!!
We got denied Homeowners insurance over $800 in food spoilage claims?!?!? This is BEYOND ridiculous!!
So let's add it up...we pay roughly $320/month for all our insurances that we currently have.....now multiply that by.....you know what...I will give your company a few years and let's just make it an even 10 years...
That would equal $dollars that we have paid your company...and we claimed $800 (only because we live in Hawaii and a gallon of milk is almost $9)...
Well...after reading the below comments I now understand why I feel so betrayed by a company that swore to uphold the things that us military members have fought for and hold near and dear to our hearts (i.e., loyalty, duty, honor, respect, integrity..). I have been a member of USAA since 1999 as I served 6 years and my husband has proudly served our country for the last 25 years. Now imagine for a second (which I know all of the military members and families that use your services can-but as I am sure your company is not doing to well with these days), that after those 25 years of moving homes every 2 years, multiple deployments (8 for my husband and 1 for me), all the missed birthdays, births of children, anniversaries, and only getting to see family once every couple of years or less...that you are FINALLY retiring. FINALLY!! Something you have worked toward and looked forward to for the last 25 years!! You and your family can not be more excited to, after so long, build your FOREVER home and settle down. No longer having to worry about missed anything's or heaven forbid those deployments where you may not make it home. So as if the final move is not stressful enough (and building your dream home in the process), you get to the section of the home loan process that requires you to have homeowners insurance...no big deal, right?!?! As we currently have 2 renters insurances on properties, 2 car insurances, and valuable personal property. This should by all means be the easiest thing to do...right...well, the correct answer is WRONG! USAA denied us homeowners insurance....wait...WHAT?!?! Their reasoning...because we had 2 food spoilage claims over the course of 12 months that totaled $800. Now...mind you...we have excellent credit, multiple policies, have NEVER been late on one single payment, cannot even begin to remember the last time we even filed a claim before that on ANYTHING, and they denied us!!! We got denied Homeowners insurance over $800 in food spoilage claims?!?!? This is BEYOND ridiculous!! So let's add it up...we pay roughly $320/month for all our insurances that we currently have.....now multiply that by.....you know what...I will give your company a few years and let's just make it an even 10 years... That would equal $38,400 dollars that we have paid your company...$3,840 of it within the last 12 months and we claimed $800 (only because we live in Hawaii and a gallon of milk is almost $9)... And you DENY our homeowners insurance because we are not "a risk" your company is willing to take?!?!? Your company should be ashamed of itself. You know nothing of brotherhood, or sacrifice, and do NOT support your military members as all your commercials say you do. You are no better than every other insurance company out there. Take...take...and take some more; then when your members count on you...you fail to deliver.
USAA I asked on June 10 the for my auto policy payment to be moved two days later for June because of my pay schesule.I even chatted with a rep on June 21st and they assured me it was moved. Guess what . It wasn't. It drafted, was returned and a fee was charged. I called and was told me it was rectified. The next day when I got paid I paid the policy payment online. Now a whole week later they took the money out again. Now I have 8$ and they are saying it can take 3 days. Tomorrow is a holiday. I am an asthmatic in a heat wave with air quality alerts and I cannot pick up my asthma medicine.
My house burned down and your phone number is always busy.
I am trying to contact you via email, but that has been impossible without logging in. I can't do that without the login information that is gone.
My phone is also gone along with the house.
Letter to the CEO, who cannot be reached.
In the last few years, my experience with USAA has been declining. I used to be proud to say I was a member, but now I regret staying a member in the last few years. What ever happened to "thank you for your service" or "I see you just had a birthday" or "is there anything else I can do for you (insert military rank)" or even "how's the weather where you are"? I've been with USAA for over 35 years and hold several banking accounts, an investment account, a mortgage account, a credit card account, and HOI and Auto insurance with USAA. I've been disappointed with Nationstar since you moved your mortgage servicing to them. If you had done your due diligence, you would have known their NPS is bad and definitely not up to former USAA standards. https://customer.guru/net-promoter-score/nationstar-mortgage-holdings
And I expect you've moved your insurance as well. Sad if true, since that is what USAA was founded on. After reading online posts about USAA's recent customer experience and inability to be taken seriously, I felt I should try to reach out to you directly. I'm still unsure if my comments or anything deemed "negative" reaches you. Regardless, I still feel a CEO should know what his paying customers are feeling. I recently filed this feedback on an auto claim:
"My car has been sitting in the shop for 12 days with no work started because of extremely poor communications between USAA and the shop. First a check was issued to the wrong shop that needed to be cancelled. Second, the check was issued to my name when the claim is on my husband who had his own USAA account before he even met me. Now that we are married everything is falling under my name only, strange. Even though I'm a service member, why do I need to get involved? Third, the shop filed a supplemental claim with confirmation that it was received by USAA, but USAA keeps stating that nothing has been received. In the meantime, we are paying rental car fees and don't know if the car is a loss or not after the supplemental is applied. Is this car repairable? Do I need to look for a new car? How much longer do I pay for a rental car? What the %^&* is going on? I've always been very pleased with USAA customer service until now. I'm a 35 year member with multiple products at USAA and this is the WORST customer service I have ever had with a financial institution. I know USAA contracts out with 3rd parties and I hope you fire this insurance claims provider immediately! I also hope the CEO, Stuart Parker, sees these comments."
USAA used to be a badge of honor and pride to say I was a member. Now, I feel like I'm just another number, another sucker. I could get that kind of treatment from Wells Fargo who would commit fraud. Believe me, I have no good words about USAA lately. Whatever path you're on, it needs a new direction or maybe new leadership.
I'm about to put my 2nd letter to Mr. Parker in the mail. The address is at the top of this page. Apparently, the bank simply does not have the same customer service that the insurance company does. We need to complain about whomever runs the bank.
I have funds sitting in a closed checking account. A customer service rep sent me a new debit card for a closed account. I setup a new account so my money could be transfered over and when another debit card was sent to me for the new account it was linked to the closed account. They 're sent a new debit card and that one was linked to the closed account. In the mean time bills are passed due and I can not gain access to my money because of usaa mistakes. All they keep saying is I'm sorry I'm sorry. Well no more sorrys. I need my money and a sorry won't fix your mistakes. I even had one rep by the name of Rose hang up on my face. The signs of this company going down hill is evident and I'm breaking camp asap
USAA chose Safelight Auto Glass in Durham, NC to replace my windshield. Safelight Auto Glass in Durham, NC did shoddy work. They broke the clip that holds the driver side trim, so now the gasket has come loose at the top of the windshield. Safelight Auto Glass is refusing to fix it since I brought it to my service station.
Safelight is totally a ripoff. I can't believe USAA has a contract with those people.
Unbelievable. Filed a claim in February and I was directed to take my car to an auto repair shop. I did not hear from USAA for several months. I called USAA concerning my claim and I was told they did not receive my police report. That was in February. I had to get the police report, pay $25 and $5 for transportation. Now it's June, I did receive my deductible. NOTHING BUT EXCUSES I WAS TOLD. YES, SEVERAL WERE NOT TRUE. Corporate needs to revamp the entire organization, hire people who are willing to go above and beyond their duties to make USAA one of the best or the best insurance company.
I needed USAA to cover my back. As this statement is advertised on TV, Fox News, daily. I got abandoned by you in a no-fault car accident. I need a representative but to no avail when trying to get my vehicle repaired by the other insurer. It has been almost 2 months and my car, 2014 Lexus IS350, is inoperable. Poor representation. I'm still paying my USAA insurance for 3 other vehicles, for what reason? I don't know!
I wish they would put this information in their commercials. I'm a former employee and they're horrible
I was in an accident in December 2018.. usaa started paying my medical bills... my vehicle distroyed. now that they have the hospital bill they want to stop paying and I've esculated higher and higher and it's the same bad customer service and lies. They say they will call back they get all they need but yet they do not want to pay for your injuries that the doctor said needed repair. I am tired of the railroad job no one no one cares there loyalty lol honesty lol integrity lol service lol all a joke, a huge joke. I am senind all my informaiton in to the board of insurance. ...;) lol respect no rating for bad service and poor treatment
FUCK USAA AND THEIR CUSTOMER SERVICE
AM I BEING DISCRIMINATED ON I SPOKE TO A CHRISTY GAWLIK AND SHE THOUGHT IT WAS FUNNY AND WAS LAUGHING?
I ASLO SPOKE TO A ROBERT, ANS A MARIA WHO WERE NOT HELPFUL.
IM ASKED FOT THE # TO THE CEO I WAS TO;D BY ALL 3 OF THEM THAT THAT THEY DID NOT KNOW IT.
MY TRUCK WAS IN AN ACCIDENT A NOISE STARTED COMING FROM WHERE I WAS HIT AND THE ADJUSTER WHO BY THE WAY I LEFT 3 MESSAGES NEVER CALLED ME BACK.
USAA IS NOT COVERING THAT AND I WANT TO FILE DISCRIMINATION CHARGES ON THOSE INVOLVED.
I ma very unhappy with the insurance side of USAA. They are one of the highest cost out there, but I felt I was well covered. However t is now over 2 weeks since claim was submitted and still no word as to if it will be fixed or totaled. I have talked to everyone I can with no success. As soon as this mess is taken care of, I will surely be looking for a new company. Same for my home insurance, I don't trust them now at all. I'm just so disgusted. Nicey,nicey, on the phone. But incompetent otherwise. Every person I talk to, gives me wrong information also.
We have banked with USAA for over 15 years. As a parent, we plan and anticipate for our children's graduation. We want nothing but the best for our kids. With that being said. I purchased a money order (Western Union) some time ago for my daughter's graduation. It was money to ensure that her graduation day was a successful one. Her graduation is June 2, 2018. I gave her a early graduation card on Sunday, a week before, she deposited it into her account. After checking to make sure she did it correctly, I noticed that it said her funds were on hold. This money was so that she could get her hair, nails and get an outfit for her special day. Well I have been on chats and phone calls with uSAA's banking service. A hold was put on that money order (Since May 27) and they said it wont be released until June 5, 2018, after her graduation. I am so disappointed and frustrated with USAA. On Sunday I spoke with Jose ( but he preferred to be called Albert). He was super helpful and told me to call first thing Tuesday morning, I felt reassured that this situation would be handled quickly. After calling first thing Tuesday Morning, I spoke with Tamisha, who wasn't able to help me, so she transferred me to a supervisor Jordan, who was not sympathetic at all and made several condescending remarks. He said," basically if I can't help you, you speaking to a manager won't make a difference, and they wont call you back until tomorrow." I thought USAA was in the business of helping families and supporting our troops. All I am trying to do is ensure our daughter has the best graduation ever and I feel like USAA is doing their best to prevent this from Happening. After speaking to 4 different people, nothing has been resolved and i have one very emotional 17 year old that keeps saying,"everything is ruined" all because USAA put a hold on a money order, which are guaranteed funds. I pray that USAA resolves this prior to my daughter's graduation day. This whole situation just saddens me.
You are not alone. After being members for over a solid decade we Dealt with the same exact thing with USAA... Hold hold hold that is all they do. And quite frankly a Money Order is as good as CASH. So them "holding" those funds on your girls special occasion was just down right wrong. Switch to Navy Federal Asap!!!! They are the most pleasant group I've ever had to deal with.