USAA Reviews 3,729

I have been a member of USAA for over 55 years. I don’t know what is happening to them, but they used to be members conscious and courteous. They now charge more than others; they penalize old customers unless they let THEM take the payments out of our bank account. They charge $5.00 a month if you continue to pay the way you have for 55 years, with a monthly check. One of their great features of being able to transfer to another member’s account has been taken away. The support personnel don’t seem to understand how to solve problems. I used to always give them a 5 out 5 ratings and have recommended anyone who was qualified to use them to do so, but now I can’t do it. As a real estate agent, I stopped recommending them for mortgages a few years ago. They need to fix things. Every change seems to be for their convenience not for us. Don’t take away services.

The reviews speak for themselves. They have the worst customer service and never return your calls when they say they will. I’ve been dealing with the same situation for the past month and they could care less.

This bank owes me an apology and they will give me all my money back for this dispute that’s still open with documentation provided. I will provide every single receipt here. As a customer for 9 years.

Do not ever open an IRA with this company they will gladly take your money but God forbid if you ever an emergency situation and need to withdraw money out of IRA no customer support anything they can find wrong to not lease your money they will come up with do not ever ever recommend this company for anything ever again after 39 years in the military 20 years with USA I've never seen such a screwed up company

We have had three auto estimates, all saying the same repairs needed, but USAA refuses to pay for the repairs as listed in estimates. Left messages several time with adjustor, and have waited days for return call, getting no where. This insurance is not for helping veterans at all!

Customer service is fine if you are able to get a live human on the line. It’s damn near impossible to get past their AI receptionist. For that reason I am changing to a local bank where that have real humans answering phone calls.

Complaint Against USAA insurance and banking– Unauthorized Account Reopening and Misappropriation of Funds
I am filing this complaint against USAA for engaging in unfair and unauthorized banking practices that resulted in monetary harm and loss of control over my funds.
USAA baited a deposit by listing a bank account that had been closed for over 20 years as a valid destination for incoming funds. Based on USAA’s representations, funds were sent to that account. Without my knowledge or consent, USAA then unilaterally reopened the long-closed account solely to process the deposit.
I did not authorize the reopening of this account, nor was I notified in advance that USAA intended to do so. I would not have directed funds to this account had I known it was closed or that USAA would reopen it without my permission.
After reopening the account, USAA deposited the funds into a single holder account, not a joint account. However, a USAA adjuster later stated that the payment “had to go into a joint account,” which was contradicts how the funds were actually processed. At no point was I informed that the account was to be reopened I fact I was told the deposit would be cancelled , nor did I consent to one being used.
Further compounding the issue, David Thompson, who is not an authorized account holder and has no legal authority on that account, became associated with the transaction. The transaction documentation does not reference or authorize involvement David and the deposit should have only be made to a joint account.
These actions resulted in my payment being effectively hijacked, with my funds placed into an account structure I did not approve and could not reasonably control or prevent or have access to.
This conduct caused substantial monetary injury, including loss of control over my deposit and harm that I could not reasonably have avoided once USAA acted unilaterally.
USAA’s actions directly conflict with the Consumer Financial Protection Bureau (CFPB) Circular issued in 2023, which states that reopening a closed account without a consumer’s consent in order to process a transaction constitutes an unfair practice under the Consumer Financial Protection Act. The CFPB has further clarified that such conduct is unlawful when it causes monetary harm that the consumer could not reasonably avoid — which is exactly what occurred here.
Additionally, USAA has a documented history of CFPB enforcement actions related to unauthorized account activity, making this incident especially concerning and indicative of systemic compliance failures rather than an isolated error.
Key Violations and Concerns:
* Reopening a closed account without consumer consent
* Misrepresentation of account availability to induce a deposit
* Conflicting and misleading statements regarding required account type
* Unauthorized association of an individual with no legal authority
* Loss of control over funds and resulting monetary harm
* Violation of CFPB guidance on unfair practices
Resolution Requested:
1. Immediate investigation into the unauthorized reopening of the closed account
2. Full accounting and restoration of my funds
3. Written explanation identifying why the account was reopened without consent
4. Clarification of USAA’s claim that the payment “had to” go into a joint account, including supporting policy documentation
5. Confirmation that no unauthorized individual has access to my funds or accounts
6. Corrective action to prevent recurrence
USAA’s actions demonstrate a serious disregard for consumer consent, transparency, and federal consumer protection standards. I am requesting regulatory review and appropriate corrective and enforcement action.

This company is the worst! Canceled my policy within 24 hours of signing up! The sales guy Jeremiah lied about rates, policy coverage, and discounts. Company requires down-payment at sign up. Canceled the next day and John told me it would take 14 days to refund my down-payment. I refused to accept that bc it took them less than 14 seconds to take my money. Spoke to Anna in billing asked if they can expedite it she reached out to her manager & stated yes bc I paid with a debit card & the funds were instantly verified & will receive my refund 1-2 days. LIES!! Called back & Julie in billing advise had to actually wait 3 days & refund could not go automatically go back to my debit card. But instead had to put my bank account into online profile to receive the refund to bank account. Now mind you the account is closed. At this point I spoke with 4 different people & kept getting transferred all over & everyone saying something different. Day 4 spoke to Jennifer who was able to manually process my refund who then mentioned my bank may take up to 1-3 days to post it. I wanted to scream at this point. This company is full of BS! But thankfully my bank is great & it posted same day. I will NOT recommend this company & if I could give zero stars i would. I wish I had read the reviews prior to dealing with this company! This company has Horrible ratings!

DO NOT TRUST USAA and pray that you are never hit by a driver that is insured with USAA. We have been fighting them for months now. Getting them to cover a rental was a multi week fight. Getting them to fix our vehicle was a fight. Still fighting with them to even get a response about them paying the medical bills that we recieved because of the accident. And good luck when you try to get any dimished value out of them. If you are in an accident and the other driver has USAA please find an attorney same day to handle it for you. The mental and emotional burden/stress they have cause my family is completely uncalled for.

Thanks to your neglect in handling my case, where your client hit me head on in my lane , destroying my bike and only means of getting to work reliably, I have lost my job, and am about to lose my home. When this happens, I fully intend on suing both usaa and their client that hit me. It is utterly despicable that I have to lose everything due to another person's inability to pay attention to what they are doing and avoid hitting other people on the road. And all she kept saying was, "I have insurance, you'll get your bike fixed" , it's been over a month with absolutely no contact or returned phone call , or anything saying that they give a damn. I see that usaa is one that will do anything to not pay out what people are owed, getting them back right, and not allowing the actions of their clients to ruin the lives of others. I see you for what you are usaa, scam artists.

I’m extremely disappointed with my recent USAA claims experience. Communication was poor, timelines were unclear, and I repeatedly had to chase basic information that should have been provided proactively.

I requested the supplemental estimate and an “evaluation report” the body shop said they uploaded in CCC, but I couldn’t get straightforward answers or copies of the documents. Instead, I was told to contact the body shop for details, which is not what I expect from an insurance company managing a claim. The lack of coordination between the adjuster/appraiser process and what was visible to me created unnecessary confusion and delays.

Only after multiple follow-ups was it explained that certain valuation reports are only released if the vehicle is considered a total loss — something that should have been clearly communicated from the beginning. Overall, the claim felt disorganized and lacked ownership. USAA’s service did not match the reputation they advertise, and I would not recommend them based on this experience.

This makes me cry. I have banked with USAA since I was a teen and used them while I served in the military. For 29 years I have been a loyal customer. Reporting fraud has been the most challenging process with USAA and have even had cards updated only to have the old card used and transaction take place. Then you go to appeal it, only to see that the category stays in PENDING. They have categories stay in pending transactions for years. I understand I could have done better, however, I have had this trust with USAA, like a military bond, that integrity goes along way. It is too easy to fraud a USAA account and they take forever to post a transaction to appeal, and then once you appeal it sits there in disputes. They are not up to date with their banking system . I login to Bank of America and or Chase, and you can download transactions for a much longer period of time. Transactions don't sit in Pending status and Bank of America and chase quickly addresses disputes.
I have even tried to find an email to send all the details. I can't find an email nor does the messenger does not answer the questions. This will be the end of my journey, It breaks my heart and will have to leave the organization that kept me feeling "safe" many many years ago. "Fair winds and following seas" USAA.

As a LONG time customer on the insurance side, I decided to try out their banking side. Especially since they tout they are an “online” bank now. With no more brick and mortar locations, I took them at their word. That was my second mistake. I opened my new bank account for convenience. I deposited a local Wells Fargo CASHIER’S CHECK into my new account via the ATM because we still can’t deposit large sums using a mobile device either. They are STILL holding my check into the second week and refuse to release the funds until the weekend following. Again, this is a LOCAL CASHIER’S CHECK which is the same as cash and this “online bank” can’t process that within even a few days. It takes WEEKS to get funds from a BANK CHECK. Let that sink in for a moment while you remember this is an “online bank”. Just no. No no no. But they are great for insurance. Apparently they have really really bad business people making their policies. Or perhaps they really just want to close their banking altogether and the easiest path to that closure is to be horrible at it. Either way you should run for the hills.

We have been with USAA for over 30 years, with ALL of our financial business. A woman wrote a check for $9000 to herself from her USAA account. USAA debited our checking account for this $9000 at the beginning of the month virtually cleaning out our checking account at the beginning of the month, when all our bills are due. We called USAA customer service and spoke with Andrew, employee #5B496, he told us that it takes 30 days to investigate, after some convincing, he looked at a copy of the check and agreed that it was a USAA mistake and would prioritize the case and we would hear in 2 - 3 days. This was not satisfactory, we asked to speak to his supervisor and he told us that there was nobody any higher than him that could take our call and we would have to wait. After a heated response from us with nothing positive from Andrew we hung up. I asked GROK who to call, he gave us a number to call for results. We called and spoke with Carlin, who was extremely helpful. he took our info and gave it to a response team. The $9000 was returned to our account within a few hours. Andrew lied to us as there is someone over him that takes calls. It is a shame that he put us through this but USAA came through like they always have for us.

I have been with usaa for over twenty years. I have a checking account with usaa and I am able to transfer funds. I transferred funds to my usaa account and usaa put a hold on my money for seven days. It's a couple other things that going on with usaa. I'm in the process of changing my bank account.

Deposited a check and it’s on hold for 10 days. No access to any of my hard earned money. Tried to call customer service and they are absolutely no help. I asked to escalate it and they said no one can do anything I just have to wait. That’s their policy. Who waits that long for a check. It’s completely unacceptable and ridiculous. I asked if the policy holder can call me and they will not speak to their customers. Unbelievable. Terrible bank. Horrible service tha definitely wants to screw over the military members and their family

I have been a member of USAA for 34 years. Recently, it upgraded its bank app without notifying me. Because my phone OS can't be no longer updated, I had to spend $800 on a new phone to access their bank app. A representative from the CEO office told me, although he agreed with me in principle, there was nothing USAA can do to rectify this issue. In its TV and print ads, USAA states: "We take care of our own". No, you are too busy taking care of a famous NFL athlete, with a multimillion dollar contract to be your face. You became so successful you forgot the people who got you there. As I told the representative, I can't control the actions of USAA, however, I also have other options. USAA will start paying attention if we, service people and dependents, stop patronizing their establishment.
Gerard Bazile Col(ret) USAFR

Every time I have had to work with an agent through USAA, they have been polite, respectful, and clear and concise with any explanation needed. I have had auto insurance with them for several years now. Because their service is so good, and I truly feel safe with them, I added my house insurance on a policy through USAA. And just recently a bank account. My car was hit a few days before Christmas this year. They have been super quick with estimates, releasing a check, and approving a rental car. I don't always like online apps and portals, but theirs is very easy to navigate and the information I need for all of my accounts is right at my fingertips.

Recently added our teenage child who just got their driver's license. Usaa quoted us for over $8,000 for a 6 month auto policy!!! I've been a member for over 20 years consecutive. We had no choice but to cancel our policies with them and find more affordable insurance coverage, they should be ashamed! Unfortunately, USAA has become greedy, even spending to pay for celebrity featured Commercials/Advertising. They are not looking out for service members and their families, they are just another company looking out for their own pockets! Would not recommend this company to anyone!

I have a mixed review - the offshore team tends to go by the book, with little to no actual assistance for complex matters. After actually being hung up on by an offshore representative and calling back, I was connected to an onshore representative that was understanding and assisted me. Thanks to both David and Nikki!!!!