USAA Customer Service Issues

Archive 2

The following are issues that customers reported to GetHuman about USAA customer service, archive #2. It includes a selection of 20 issue(s) reported April 11, 2019 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
USAA Reference Number: [redacted]14-[redacted] I want to express my disapproval of how the claim was handled. Despite being informed that the claim would be closed, I couldn't locate the document referred to as the "Total Loss Valuation" in the attachments. I am yet to receive a satisfactory explanation for declaring the vehicle a total loss as the damage seemed only cosmetic. Our independent assessment found a repair solution much cheaper than the estimate provided. I hoped for a more flexible resolution from your team. It seems the focus has shifted from customer service to closing cases quickly.
Reported by GetHuman-dacru on Thursday, April 11, 2019 7:36 PM
I've spent over 4 hours and made 5 phone calls from different lines to assist my 82-year-old Mom with filing a claim for a collision. I provided my identity info along with Power of Attorney (POA) details, yet was informed that an identity code would be sent via email. However, my basic flip phone cannot receive emails, and the code needs to be sent to my computer email. The claim is pending while I encounter these email issues. This experience does not align with the high standards we expect from a company my parents have trusted for years. Comparatively, last year we dealt with a claim involving another family car and a deer, which was smoothly handled over the phone. Despite contemplating switching our three vehicles from GEICO to USAA, I find GEICO's customer service to be superior. I hope we can resolve this situation promptly.
Reported by GetHuman2733848 on Saturday, April 13, 2019 1:59 AM
To whom it may concern, I received a call around 9:30 a.m. from someone who claimed to be from Security. He asked me questions, and when I hesitated, my girlfriend tried to help. The call took an unexpected turn when he became pushy. I had given my girlfriend power of attorney anticipating a situation like this. I was transferring money from my family's Traditional Bank account - $5,[redacted], and also from another account - $14,[redacted], profits from investments. I checked if there would be any issues with the transfers, and I was assured there wouldn't be, just a need to inform the bank of the source of the funds. This money was meant for house upgrades, now stalled due to the account freeze. I hope for a resolution soon as I rely on these accounts for upcoming funds. I hope no one else faces a similar situation. Both accounts are legitimate with no fraudulent activity, solely with Citizen Bank and Traditional Bank. I hope this matter can be resolved swiftly so I can access my funds. Best regards, M.
Reported by GetHuman-busv on Thursday, April 25, 2019 11:21 PM
In ***** I held a home and auto insurance policy with USAA. The payment for my home policy was managed through my escrow account. Although my lender submitted the first premium, USAA states they never received the check and canceled my policy. I contacted them a month ago, provided the check details, but they couldn't locate it. They requested a copy of the cancelled check, which I have obtained. However, they mentioned it could take up to ** days to resolve. I find it hard to believe a reputable company like USAA is unable to trace the funds. I am requesting a call from a senior level customer service representative. I am seeking a refund for at least the premium amount and hoping to have some outstanding fees waived, as USAA claims I owe them.
Reported by GetHuman2810674 on Friday, April 26, 2019 1:35 PM
Last week or early this week, my truck was damaged in a parking lot by a lady named Kassi Lee. She provided me with the case number [redacted]99C and the company name, USAA. She suggested that I handle the claim on my own since my truck was the only vehicle damaged, which I understood. However, due to my hearing disorder, I struggle with computer-generated communications. Unfortunately, USAA does not have an office in Alaska, and my insurance company, Allstate, was not much help. I need assistance from a real person to obtain the necessary forms to file the claim. I am planning to move to the lower 48 soon and am looking for a new insurance company that values real communication over automated systems and preferably has a local office. My policy number with Allstate is [redacted] [redacted] [redacted]. Thank you.
Reported by GetHuman2815534 on Friday, April 26, 2019 4:55 PM
On February 11, [redacted], I submitted a homeowners insurance claim. I promptly provided USAA with all requested information. Despite my efforts, I have been unable to reach my assigned claim representative despite writing and leaving voicemails. I am concerned about the status of my claim as I have submitted repair estimates, photos, and had an adjuster assess the damage over a month ago. Additionally, we filed a claim with our condo's insurance company and their adjuster has also surveyed the damage. Both adjusters confirmed submitting reports, but I am still unsure about the progress of my insurance claim.
Reported by GetHuman2840378 on Tuesday, April 30, 2019 11:46 PM
On May 6, [redacted], around 5:15pm EST, I reached out to Shana concerning overdraft protection queries. Shana mentioned completing a post-transaction questionnaire and emphasized the federal law requirement to answer a set number of questions. Requested to speak to a supervisor, Melinda NO680 in Tampa clarified that the answers weren't mandatory under federal law but for enhancing USAA's customer profiling. Displeased by the misleading information, I feel USAA may be using customers' data for purposes beyond support, leading to a prolonged call of over 30 minutes. My once positive perception of USAA has soured due to recent negative encounters, making me reconsider engaging with the company. Transparency would have resulted in my cooperation, but the current handling of customer information has led me to distance myself from considering further investments or products from USAA. This is not the same company I initially trusted.
Reported by GetHuman2875787 on Monday, May 6, 2019 10:12 PM
I am currently stranded overseas on a cruise ship without a credit card. USAA recently cancelled my card, [redacted], but assured me that [redacted] was still active. Unfortunately, [redacted] is no longer working, causing significant frustration. Despite using this card regularly without issues, this recurring problem only happens with my USAA card, not with any other banks. I am considering switching to a different bank due to these security concerns unless USAA addresses this promptly. I have tried contacting USAA twice about the cancellation of [redacted], but still haven't received a satisfactory explanation. This situation has left me extremely upset and inconvenienced.
Reported by GetHuman-ckahler on Thursday, June 6, 2019 7:04 AM
I encountered an issue trying to find your email address on the website. It should be easily accessible under the "Help" section on the toolbar, alongside your phone number and live chat option. After two calls and 22 minutes on hold, I feel frustrated by the lack of customer service efficiency. With the chat function offline and no email support available, I'm left with limited avenues to address my concerns. Communicating via email is my preference as it allows for a focused discussion without distractions or missed points that can happen during phone calls. This ordeal highlights the unnecessary challenges customers face through automated systems, impacting one's mood when a resolution is finally reached. Moving on to the purpose of my attempted contact, I am seeking alternative options for my mutual fund. The current Cornerstone fund's underperformance, compared to my TSP G and F funds, is concerning. I aim to see a $3,[redacted] increase in gains from my USAA fund by this time next year or consider transferring to a more promising investment.
Reported by GetHuman-darintem on Monday, July 1, 2019 9:47 PM
In July [redacted], we experienced a severe hail storm which led to damage on our home. We filed a claim with USAA, and while some repairs like the roof, gutters, and windows were completed, the steel siding still needs attention due to hail damage. Unfortunately, despite nearly a year passing, we have been unable to find the assistance needed to replace the siding. We are hopeful that by reaching out to Joe Moreno, our claims contact at USAA, we can finally move forward and complete this project. Thank you for your help. - Ron Morrison
Reported by GetHuman3221360 on Tuesday, July 9, 2019 9:19 PM
I am looking to resolve my claim listed as Lot#[redacted]9 and Claim#[redacted]6-2. I need assistance from the bodily injury department to recover my lost wages. This process has been ongoing for 3 months. Jasmine Chappell is handling my claim, but I am not satisfied with her help. I'm requesting to speak with a different representative. The impact of this situation has caused significant challenges for me and my family, including missing out on planned activities, medical appointments, and incurring additional expenses for transportation. I provided Jasmine with receipts to support our claim for reimbursement, but she has not responded adequately. The compensation offered is insufficient, considering the expenses and inconvenience we have faced. Urgent resolution is needed as my children will be starting school in 2 weeks. It's frustrating to see the responsible party driving a new car while we are struggling due to their actions.
Reported by GetHuman3275297 on Friday, July 19, 2019 3:48 PM
After over 50 years of excellent service from USAA, my recent experience has been the worst I've ever encountered with any company. They typically provide one phone number for all inquiries, including roadside emergencies, but I have been unable to reach them for several days. Dialing the usual number leads to 25 minutes or more of unrelated promotional messages without any option to reach a human representative. If you decline all offers, you are eventually disconnected without any chance to speak to someone or address your needs. It's crucial for the company's management to understand the severity of their declining service quality. -Richard V. #48 22 06U
Reported by GetHuman-artywon on Saturday, July 20, 2019 4:31 AM
Subject: Issues with USAA Claims Satisfaction Survey Dear Sir/Ma'am, I encountered difficulties accessing the survey link provided. The system prevented me from completing the survey, stating that I was not eligible. As a loyal USAA customer for 56 years, I have contributed tens of thousands of dollars in premiums. Regrettably, I am disappointed by the lack of support received during a recent homeowners claim. The incident occurred due to the negligence of Washington Gas Company's contractor while installing a new meter, leading to flooding in our basement. Despite acknowledging Washington Gas' fault, USAA's appointed legal representation advised against direct contact with the gas company to recover costs, including our $[redacted] deductible. Now, over six months later, we have not received any updates on the matter. While we are not seeking damages beyond the deductible refund entitled to us, I expected USAA to assist and provide information on the progress made. Could you please clarify the steps being taken to address this issue promptly? Sincerely, William A. Mullen Email: [redacted] Phone: [redacted] USAA acct: [redacted]
Reported by GetHuman3352091 on Thursday, August 1, 2019 8:48 PM
I am seeking the email contact details for the CEO of USAA and the corporate officer overseeing USAA Mortgage Bank. Last month, during my VA loan application with USAA Mortgage, I opted for a better deal with another lender. Unfortunately, USAA Mortgage canceled my application instead of transferring it and charged me $[redacted] for an unfinished appraisal. Even though I paid for a new appraisal with the new lender and USAA refunded only $[redacted], keeping $[redacted] unexplained, I would like the remaining $[redacted] refunded. I am asking for a thorough review of why my VA loan application was canceled. If an employee violated policy by canceling my application when I chose a different lender, I request internal disciplinary measures be taken. If the actions were policy-compliant, I urge USAA to establish new guidelines to avoid similar situations in the future. Thank you for addressing this matter.
Reported by GetHuman-medicmsh on Wednesday, August 28, 2019 4:28 PM
I recently had some scrapes repaired on my side door. I had scheduled this repair along with another for when I was rear-ended on July 27 (the bumper repair was fully paid for by the other driver’s insurance). The USAA claim found me at fault. Initially, I suspected the scrapes were from one of two drive-ins, but upon revisiting the locations, I realized neither was the cause. I spotted brown paint on the building, different from the white on my car. Additionally, there was a concrete curb at ground level. It seems I misjudged the source as tire rubbing at the time. In bright sunlight, I observed a remaining scrape on my front driver's door. I now believe I was side-swiped and not responsible for the scrapes. I have pictures to share. What steps should I take next? The back door has been fixed, and I authorized direct payment from USAA to the garage. I do not intend to repair the scrape on the front driver side door. Best, G. Smiley. [redacted]
Reported by GetHuman3513195 on Saturday, August 31, 2019 3:34 PM
I am Haiping Qu, the owner of unit L13 in the Chase at Bethesda condominium in Bethesda, MD. Recently, my upstairs neighbor, David Anderson, had a kitchen sink overflow which led to water leaking into my unit and causing damage to my ceiling. David has filed a claim with his renter’s insurance company, USAA, for this incident. Despite multiple attempts to contact the USAA insurance adjuster, Renee Barber, regarding the status of the claim and the repair costs, my calls have gone unanswered. I have evidence, including photos of the water damage, the plumber's testimony, and contact information, to support my claim. I am seeking clarification on whether USAA will cover the repairs and the amount they are willing to pay. If they deny the claim, I request a written explanation of their decision. Your prompt attention to this matter is greatly appreciated. Thank you for your assistance.
Reported by GetHuman-pandamul on Thursday, September 5, 2019 5:47 PM
I need to update my contact information with USAA as I have moved and no longer have access to the address and phone number on file. Every time I attempt to sign in or contact customer service, I am prompted to verify my identity using a phone number that I no longer possess. Despite my efforts to seek assistance online and from a customer service representative, I am unable to update my details without this verification step that relies on outdated contact information. My parents' address is currently listed, but they may be moving soon, leaving me without a valid mailing address. I am frustrated by the inability to change my information without this verification method that is no longer feasible. I am hoping to find a resolution to this situation promptly as I do not have much active involvement with USAA apart from my existing retirement account.
Reported by GetHuman-kkriley on Tuesday, September 17, 2019 4:44 PM
I received a package from USAA today addressed to my Father's estate. I was previously covered under his contract. Years ago, my dad tried to enroll me with USAA but I was denied, possibly due to a college speeding ticket. Now retired, I have a family and went through the package addressed to the Estate of Melvin P. Bales. My parents and sister have passed, so I am the only heir. Despite the high costs back then, I chose State Farm for auto, home, and life insurance. My dad, a former 1st Cavalry member who worked near USAA offices, would've wanted me with USAA. However, your car insurance quote was double what State Farm offered, making it financially impractical to switch. While organizing his documents, I found his USAA records, which made me regret not following his advice to join USAA years ago. - Les M. Bales
Reported by GetHuman-lcmmb on Thursday, September 19, 2019 3:57 PM
I have been a loyal customer of USAA for both auto and home insurance for my entire adult life. I recently had an incident during an ice storm, where I accidentally slid into a co-worker's vehicle. Despite never having made a claim in decades of being insured, USAA raised my premiums by 85%. This increase seems unfair, especially since I have a good driving record and drive fewer than 6,[redacted] miles per year. I'm disappointed that USAA does not offer accident forgiveness like other companies. I am considering switching all of my insurance to another provider due to this situation. I have had difficulty finding a way to contact upper management at USAA about this issue. Additionally, I received conflicting information on when my rates will go back to normal, initially being told October of this year and now being told August of [redacted]. Any help on how to resolve this matter would be greatly appreciated.
Reported by GetHuman3636476 on Monday, September 23, 2019 3:46 PM
I appreciate the valuable information provided in your newsletters. I have a query regarding possible services USAA could offer for my husband and me while residing in Mexico. Moreover, my husband (M.E. Gibbons) has a son (M.B. Gibbons) covered by USAA in Northern California. I want to ensure he is receiving all the discounts and benefits available through our membership. Kindly address these concerns, and thank you for your consistently outstanding service. Marcela Cruz-Gibbons (on behalf of my father, Dr. H.M. Cruz)
Reported by GetHuman-alecramz on Tuesday, September 24, 2019 9:19 PM

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