USAA Customer Service Issues

I recently deposited a regular paycheck into my USAA account, only to find out that they placed a 5-business day hold due to unspecified negative behavior. Despite several attempts to contact management and resolve the issue, I have been ignored, spent hours on the phone, and remain unable to access my funds. This unexpected hold has caused me to miss credit card payments and other important financial obligations, negatively impacting my credit score. I have been a loyal USAA customer for over a decade and have never experienced such a lengthy hold before. I urgently need them to lift the hold and prevent this from happening in the future. Planning for a 5 to 7-day hold on all checks would be manageable, but the randomness of this hold has left me unable to prepare for such situations. As a result, I have depleted my savings to cover expenses and feel helpless at the mercy of USAA's actions.

I am very disappointed with your decision regarding the fraud on my accounts. I believe my accounts were hacked, and money was stolen despite your indication that I am not responsible. I have requested help and an audit on my main account to investigate the unusual activity that started on May 16th. I am unable to access my funds, and creating a new account did not stop the unknown activity. When I called to inquire about fund availability, the representative could not provide an answer. I cannot log in to pay bills or transfer funds to my granddaughter's account, leaving me without access to my money. I appreciate your reevaluation of the situation. Regards, ADCurran

I currently have two vehicles insured with USAA. I am planning to purchase a used vehicle in Arizona while I am in Missouri in a month. What is the best way to transport it back to Missouri? Should I use their plates and then return them (the vehicle belongs to my sister and brother-in-law)? Do I need to buy plates before going there? I am also selling a vehicle here, should I transfer those plates? Additionally, regarding insurance, will I be covered under their policy or do I need to get insurance before my trip? I am flying out to purchase the vehicle and driving it back. Thank you. L. D. MO [redacted] Policy: [redacted]

Dear USAA team, I am writing to inform you that on Friday, June 2nd, my daughter's car with the registration number NEA BI [redacted] was damaged in a car park by one of your insurance company's policyholders. The individual is Jason Kopulos, with the registration number AN NY 58, and insurance number USAA-[redacted]38, driving a [redacted] Toyota C-HR. I am seeking guidance on the next steps for addressing the damage. Should we seek an estimate for repairs from a local German workshop? Would it be necessary to provide pictures of the damage, and if so, please advise on the appropriate email address for submission. Furthermore, could you please outline the procedure for reimbursement of the repair costs? I would appreciate it if all communication regarding this matter could also include my daughter, whose email is [redacted] Thank you in advance for your assistance. Sincerely, Wolfgang Haag

I experienced a tornado in Dresden, TN on December 10, [redacted], and sadly, my house was destroyed. As the beneficiary of the trust, my sister managed the funds from the insurance payout for my house. I am reaching out to request the insurance payout details from [Insurance Company]. This information is essential for me to seek assistance from the United Methodist Recovery Ken Tenn to avoid homelessness. Over the years, I have been a policyholder with your company intermittently, although I do not have my most recent account number accessible. Regrettably, my sister, Ann Lewis, who is the executor, has not been forthcoming with the information regarding the insurance funds. I suspect the account might be under the Dossey C. Sr. Living Trust, but it could also be linked to Ann Higginbotham or Ann Lewis. Any insights into the amount and expenditure of the insurance payout would be greatly appreciated. Thank you.

My USAA insurance account number is [redacted]8. I have spoken with multiple agents, but none have been able to assist me. I recently changed my contact cell phone number from [redacted] to [redacted]. However, I am unable to sign in because the security code is being sent to my old, inactive number. I have tried to update it to my email address at [redacted] to no avail. I attempted to verify my USAA account by uploading my ID, but despite several attempts, it keeps prompting me to do it again. I have taken close-up photos of my license, but it is still not being accepted. I am frustrated and in need of assistance. Sincerely, JJ.

My name is Mary Hinshaw, and my claim number is [redacted]11LR19. I am working with Andrea Mclin on my case, and AFNI has been attempting to contact you for weeks to obtain necessary documents. I arranged a payment on June 2, [redacted], and have set up ongoing payments. Everything is in place with AFNI, but they require paperwork from you to provide me with the necessary documents to reinstate my license. Having my license is crucial for me to keep my job and repay this debt. Any assistance in expediting the paperwork would be greatly appreciated, as it would allow me to maintain my employment and settle the debt promptly. I can be reached at [redacted] at your convenience. Thank you.

I've been attempting to access my account for weeks without success. Despite making several phone calls and submitting my ID for verification, I have not been able to log in. I was advised to review my account within a few days, but this request was made weeks ago. While my payments are being processed regularly, I continue to face challenges accessing my account due to a change in my phone number. I understand the need for security measures, but the methods I've tried to recover my account have not been effective. I'm feeling extremely frustrated by this situation and would greatly appreciate some assistance.

Dear Customer Service, I am writing to address a concerning incident involving one of your drivers who hit my house, impacting the sale of our property. As disabled senior citizens, the financial setback of $[redacted] due to the buyer reducing the price is particularly challenging for us. The unexpected stress and delays caused by this situation have been overwhelming, and we are now requesting compensation of $[redacted] for the month of continued distress. Despite numerous attempts to resolve this issue and speaking with representatives, the lack of prompt action and inability to reach a supervisor has been frustrating. I urge your company to address this matter promptly and provide the necessary assistance to alleviate our current predicament. Thank you for your attention to this matter. Sincerely, [Initials]

I have an ongoing auto claim, which is claim #[redacted], and I am in need of an extension for the rental vehicle I have been provided. The daily rate for the rental is around $27-28, well within my $[redacted] limit. However, I was informed that the current rental duration is only for 3 days, and I am required to return it tomorrow, June 27, [redacted]. As the vehicle involved in the claim has not yet been picked up for repairs, I anticipate needing the rental for a longer period, potentially reaching my $[redacted] limit if the car is deemed a total loss. I have already contacted Enterprise, and they advised me that the extension needs to be handled by the insurance company.

On 6/22/23, around 5:40 PM, I visited Get Go at [redacted] Monroeville Blvd in Monroeville, PA [redacted] to inflate my front passenger side tire. Unfortunately, a pin-like object came out while adding air, causing a complete loss of air. I contacted USAA multiple times starting at 5:47 PM with no success until 6:35 PM when I finally spoke to a representative. Despite this, I was still directed to an automated system after explaining my situation, which was frustrating. While a man was helping me with the tire, I was surprised that I didn't receive the roadside assistance I expected from USAA. I am disappointed with this experience, as it is my first issue with USAA. On 6/27/23, I phoned USAA regarding a billing concern. I thought I was up to date until August, but received a letter stating I had missed a payment for June. I made the payment over the phone and inquired about the 6/22/23 incident, which led me to being transferred to an automated system and then disconnected when selecting 'other'. I am left wondering if USAA truly offers roadside assistance and adequate customer service.

It has been two months, and we have still not received compensation for the damages caused by your driver. As senior citizens with disabilities, this unfortunate event has stalled the sale of our house, leaving us financially strained. Due to this unexpected setback, we are now struggling to cover our utility bills. We are disheartened by the lack of assistance provided by your company during this difficult time. Your lack of support has made this the most challenging interaction we have ever experienced with a company.

On a scorching [redacted]-degree day, my Jeep overheated eight miles from home, requiring a tow. Despite having USAA roadside assistance, I struggled to navigate their text message instructions. Feeling exasperated and overheated, my husband rescued me, leaving the vehicle behind. When I attempted to contact USAA later, I couldn't reach a live person. Ultimately, I had to hire a local towing service that arrived the next afternoon. I am wondering if USAA will reimburse me for this towing expense.

I am Robert H., Member number [redacted], a long-time member. I noticed a charge on my credit card to USAA, even though I always pay by check. I reached out multiple times today but didn't receive help. One clerk, Zoe, mentioned a computer issue and suggested calling back later. Another person, Kemberly, couldn't assist and recommended calibrating my cell phone before calling again. Can someone contact me on my landline at [redacted]? It's disheartening that USAA, once very convenient, now resembles other large companies. I plan to move all my accounts to local businesses and my credit union, ending a 67-year relationship with USAA.

I am Robert H., a longtime member with number [redacted]. I noticed a charge on my credit card to USAA. I always pay my accounts by check. Despite calling three times today, I wasn't able to get assistance. Zoe mentioned an issue with her computer and suggested calling back tomorrow. Then Kemberly couldn't provide me with the code and advised me to calibrate my cell phone and call back later. The experience with USAA is making it difficult for me to continue using their services as before. I am considering moving all my accounts to local businesses and my credit union due to this inconvenience. Ending a 67-year association with USAA is disappointing for me.

My father is concerned about his recent billing from USAA. He forgot to pay for July, so the payment doubled to $[redacted].00, which he already paid. Unfortunately, the new bill is $[redacted], which is challenging for him to afford. Despite him providing me with an account number except for some digits replaced with X's ([redacted] XXXX XXXX [redacted]), as a privacy measure, I lack the full number. However, I can share his SSN [redacted]-40-[redacted], DOB 02/11/43, and address PO Box [redacted], [redacted] Finch Creek Rd, Hoodsport, WA [redacted]. Following my mother's recent passing, he's handling their finances and struggles due to a disability that affects his coherence during conversations. Living in UT makes phone discussions challenging as well. What steps should I take to communicate with your company on his behalf? Would I need his authorization for this matter? Thank you for your assistance.

My father has an account with your company, and he's worried about his billing. He received a bill from USAA for last month. I forgot to pay July's bill, so they doubled the payment to $***.**. I paid it, but the new bill is $***, which is too high for him. He keeps giving me an account number with some X's (**** XXXX XXXX ****) but doesn't have the full number. His SSN is ***-**-****, birthday ********, address PO Box ****, *** Finch Creek Rd, Hoodsport, WA *****. Since my mother who handled finances passed away, I need to know what I require to speak with your company (such as authorizations from my father). He has a disability that makes it hard to communicate clearly, so phone calls are a challenge, and I live in UT. Please advise me on how to proceed. Thank you.

I consistently pay my USAA bill around 10 days in advance every month. However, recently I received a last due notice for only twenty cents. USAA mistakenly reported to the State of Alabama that I was no longer insured, which could result in a $[redacted] fine if not rectified promptly. This situation has left me frustrated with the automated system and processes. I am contemplating canceling my policy due to this issue. As policyholders, we are the backbone of your business. Please address this matter promptly. Regards, Thomas D DeShazo Jr. Policy #[redacted]28.

I went to make a payment and realized that my insurance has been canceled. I need it reinstated urgently as I only have $[redacted] in my checking account. It seems like I need $[redacted] to get it back on track. If the insurance isn't reinstated, my car might be repossessed. I recently started working, and things have been chaotic since my husband left me. I didn't anticipate any of these issues. Once I get a few paychecks and set up auto pay, things should stabilize. Your assistance in this matter would be greatly appreciated.

I have a question about banking with your company. I have been a customer for years, using your car insurance, home insurance, etc. However, I am going through a divorce, and my soon-to-be ex-husband's family was the primary background for our accounts. We have 2 children together, and I would like to open bank accounts for my kids with me. Can we continue banking with you, or should we look for alternatives since their father is no longer very involved? Thank you for any advice you can provide. I appreciate the excellent 24 years of service you have provided. Sincerely, Tiarra A. and Noah P./S. family