USAA Customer Service Issues

Archive 3

The following are issues that customers reported to GetHuman about USAA customer service, archive #3. It includes a selection of 20 issue(s) reported October 1, 2019 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
My son, Sergeant Phillip Williams, had his vehicle damaged by hail. One of your representatives directed him to Fix It Auto in Elko, NV. After a year of struggling with the body shop, the truck came back in worse condition due to their negligence. Despite promises from two individuals there to investigate and contact my son, nothing has been done in the past three weeks. This level of service is unacceptable, even worse than what I experienced with Progress Insurance. Allowing a company to scam you for $9,[redacted] and then disregarding my son is appalling. It's disheartening to receive emails with no follow-up action. Consider sharing this in your commercials. - Darrel Williams
Reported by GetHuman3680109 on Tuesday, October 1, 2019 12:48 AM
As a USAA member, my hearing is deteriorating progressively. Email is my preferred means of communication as phone calls are challenging due to unclear speech. Text messages are only reliable near specific cell towers. Unfortunately, my state, MD, does not support the FCC IP Relay service, which could significantly assist me. Can you provide any guidance on how to establish a reliable connection for communication purposes?
Reported by GetHuman3697523 on Thursday, October 3, 2019 4:52 PM
Dear Forum Members, I am Lori Patton residing at [redacted] Swatara St., Steelton, PA [redacted]. You can reach me at [redacted] (home), [redacted] (mobile), or [redacted] (mobile). My email is [redacted] On Friday, October 4th, [redacted], around 3 pm, I was driving on US11-15 in Wormleysburg, PA. While in the far left lane of 3 lanes, just before the traffic light, my car was clipped by Mr. Koontz, insured by USAA, who was in the middle lane. We both stopped safely, and Mr. Koontz claimed I hit him, despite the damage being only on my car. I didn't have my phone to call the police, but I contacted my insurance, The General, and informed them of the incident. I have replaced the mirror on my own due to the urgency of needing it for my new job. I believe Mr. Koontz should compensate me for the cost of the part and labor. I estimate $[redacted] should cover it. Thank you, Lori Patton.
Reported by GetHuman3741303 on Thursday, October 10, 2019 8:03 PM
I was recently in an accident involving a USAA member who was at fault. There was an issue with my insurance company receiving the police report, and I had to obtain it myself. After sending it to my agent, they forwarded it to USAA. I contacted a USAA agent to inform them that the report was on its way. However, a few days later, when I tried to reach the agent with a follow-up question, I had trouble getting through. I was directed to another agent who informed me they were still waiting for the police report. After receiving an email address to send the paperwork, I encountered issues with the USAA system accepting my email. I am concerned about the situation and left a message for the agent. I am unsure if this is a legitimate process or if something suspicious is happening.
Reported by GetHuman3831547 on Saturday, October 26, 2019 5:08 AM
Hello, I am inquiring about the insurance policy for one of our borrowers. Can you please provide an updated declaration page and details on any outstanding payments for the period of 2[redacted] for Policy # [redacted]0A? This policy is associated with Kelly T Staley and Christine V Staley for the property located at [redacted] Green Lantern Ln, Ballwin, MO [redacted]. According to the closing disclosure, the premium was to be paid by the original lender at closing. Kindly forward the renewal information and verify if the payment has been settled in full. Thank you, Sandra L Thomas, Wells Fargo Home Mortgage
Reported by GetHuman3859542 on Thursday, October 31, 2019 12:34 PM
Claim [redacted]8-[redacted] I am still awaiting a supervisor's return call regarding my claim and the supplemental check. I need an explanation on how to collect my truck without paying for the repairs. USSA was fair until they stopped covering the rental. Thanks to Bob Moore from the auto shop, he released my truck though I haven't paid for repairs yet. I understand the rental policy until October 31st, but it's crucial to receive a detailed explanation and the pending check for the shop. Despite leaving a message two days ago, I haven't received a call back. Except for one representative, the others have been helpful. If unresolved, I will have to pursue further action. Thanks for your attention to this matter. - Ron Oester
Reported by GetHuman3898665 on Thursday, November 7, 2019 9:51 AM
Claim Number: [redacted]8-[redacted] I am still awaiting a return call from a supervisor regarding my claim. I have not yet received the supplemental check. I need clarification on how to retrieve my truck without paying for the repairs. USSA has been fair, but I require assistance past the rental car return on November 4. Bob Moore, the shop owner, kindly released my truck without payment. I understand the rental coverage policy until October 31st, but I need the supplemental check for the auto body shop. I appreciate the efforts of the representatives, except for one. If the issue persists, I will escalate it. Thank you for your attention. -Ron O. [redacted] [redacted]
Reported by GetHuman3900955 on Thursday, November 7, 2019 5:55 PM
Subject: Frustrations with USAA Vehicle Auction on IAAI Website I came across a USAA hail-damaged vehicle listed on the IAAI website. The vehicle had the stock number [redacted]1, VIN KNDJP3A56J[redacted], located at IAAI San Antonio South. I had been monitoring this vehicle for months in anticipation of the auction date set for Monday, 11-11-[redacted]. Surprisingly, IAAI unexpectedly changed the auction format to a "timed auction," with the closing date moved up to 11-7-[redacted] at 9 pm. Unfortunately, this new format limited accessibility for many buyers who use brokers not equipped for timed auctions. Consequently, the vehicle closed for much less than it would have if the original auction date had been maintained. I am disappointed as I would have been willing to pay a higher price for this vehicle. The sudden change in auction format feels unfair to buyers like myself who depend on platforms like Salvagebid. Here is the link to the vehicle listing for your reference: [redacted]. I wanted to bring attention to this issue I encountered with the hope that it gets addressed for future auctions. Best regards, E.T.
Reported by GetHuman-ellenkto on Friday, November 8, 2019 2:10 PM
I have received notification of an arbitration decision via email, but I am unable to access the document as my online account has been restricted. When attempting to call customer service for assistance, I am prompted to log in, which is currently not possible due to the account restriction. How can I reach out to resolve the access issue if I can't speak with a representative? The barriers in place are causing frustration, and I've been a member for 30-40 years. Your procedures seem counterproductive and unfriendly to users, making it challenging to obtain necessary information or assistance.
Reported by GetHuman-crewdsm on Tuesday, November 12, 2019 8:38 AM
Yesterday, in the afternoon, I reached out to the auto service team to arrange a tow for my car that had gone off the road. I provided them with all the necessary information, but when I asked for the name of the towing company they were sending, they said they would get back to me with that detail. Unfortunately, I haven't received any updates or further communication from the USAA partner since then. As a loyal USAA member for over 40 years, this has been the most disappointing experience I have encountered with them. Sincerely, Lew Levenson, CDR USNR-R
Reported by GetHuman-zequali on Tuesday, December 3, 2019 10:19 PM
Subject: Urgent Matter for USAA Management Team To Whom it May Concern, I am reaching out regarding some major issues I encountered when contacting USAA. As a disabled veteran, it is disheartening to face obstacles while trying to make payments over the phone without access to a computer. Despite requesting a security code to be sent to my cell phone, the representative declined, leading to several verification problems with my Ohio driver's license that did not align with your records. Repeatedly denied access to a supervisor, the support from USAA has caused significant distress for my family. I believe there should be a more convenient method for veterans and their families to make payments without compromising security measures. I urgently request a call from a member of the executive management team to address these issues that have impacted us greatly. Your prompt attention to this matter would be highly appreciated. Sincerely, R&D Mechlin
Reported by GetHuman-rdmechli on Friday, December 6, 2019 7:44 PM
I have been trying to file a claim with my policy but I forgot my PIN. I need to speak to a representative as I have also changed my debit card due to fraud. I want to discuss this and provide all necessary details over the phone. Today, my car was inspected at the local Midas auto repair following an accident on Tuesday night, December 10, [redacted], on West Reno Ave, approximately [redacted] feet east of Meridian, in Oklahoma City, OK. After being towed the next day from a parking lot to a tire shop where I replaced both left side tires, I found undercarriage damage at Midas as the car was handling oddly. An estimate for the one-day repair ranging from $1,[redacted] to $1,[redacted] will be emailed to me. Towing fees and tires were paid out of pocket.
Reported by GetHuman4091495 on Friday, December 13, 2019 10:26 PM
On November 7, [redacted], I placed an online order for a Parks Puffin phono preamp from shopkud.com. The amount billed did not match the order total, and I did not receive an order confirmation email. After trying to cancel the order via email with no response, I realized the website no longer exists. The transaction was processed under Global Sky Marketing, which appears to be suspicious. I suspect this was a fraudulent transaction. I have provided the USAA dispute ID#[redacted]5, and I would appreciate assistance in removing this charge from my account. Thank you for your attention to this matter.
Reported by GetHuman-hagan_da on Monday, December 16, 2019 5:55 PM
I recently started using the Safe Pilot app. I receive frequent notifications for harsh braking incidents. It appears the app sometimes confuses sharp turns with sudden stops. Although annoying, I can manage that. However, my main issue is receiving alerts for phone usage while driving when the vehicle is actually stationary. I frequently park my car while waiting for my spouse to finish running errands. The car is parked, turned off, and stationary, yet the app still logs me as using the phone while driving.
Reported by GetHuman-dcephas on Tuesday, December 24, 2019 5:53 PM
Based on a friend's recommendation, I reached out to USAA on December 27, [redacted], around 11:30 AM CST. Following the automated system, I was assisted by a helpful lady named Ashley. After providing our personal details, she issued our USAA member numbers, mine being [redacted]38. Ashley then transferred me to a homeowner insurance representative named Len. I mentioned my hearing impairment due to my hearing aids not being connected to Bluetooth, leading to some difficulty in the conversations. Ashley was understanding and patient throughout. After a brief discussion with Len, he placed me on hold with unpleasant music playing. Eventually disconnecting, I anticipated a callback that never arrived as of 1:45 PM on December 28, [redacted]. My initial encounter with USAA was less than satisfactory, leading me not to pursue coverage with them or recommend them to others. If there's no follow-up, I'll assume USAA wasn't interested in my business.
Reported by GetHuman-chaswhit on Saturday, December 28, 2019 7:52 PM
Subject: Request for Policy Clarification I would like to address a discrepancy in my recent policy change with USAA. I cancelled my Honda policy in December [redacted] and transitioned to a new 6-month policy for my Hyundai. The initial quote provided in August [redacted] for this policy was $[redacted].62, yet my current 6-month premium is $[redacted].29. Despite confirming I did not make any additions post-quote, customer service explained there were no notes from our original conversation to reference. Furthermore, our personal property policy only reflects "jewelry collection coverage blanket," whereas we discussed valuable electronics and other items during the call. Additionally, reviewing my notes from August 23, [redacted], shows discrepancies in monthly premiums quoted for renter and personal property insurance compared to what was billed. The new policy details show changes in premiums and priorities for the Hyundai policy that require clarification. I appreciate any assistance in addressing these discrepancies promptly. Sincerely, Kara Emry & John Freitas USAA Policy Number: [redacted]
Reported by GetHuman-mskaraem on Saturday, December 28, 2019 9:42 PM
I have been a loyal USAA customer for numerous years and have greatly benefited from their services. Being disabled from CPTSD, I switched to paperless billing and automatic payments for convenience. However, in November [redacted], my payment was declined due to an expired debit card, resulting in a double payment in December. After updating my information, I expected the issue to be resolved for January [redacted]. Unfortunately, on January 12th, I received a past-due notification again. Despite a lengthy 49-minute call where I was assured the late fee was waived, I was left without a clear solution as to why my payment didn't go through or if it would in February. This lack of clarity has left me frustrated and unsure about how to proceed with my payments. This experience has been disappointing, especially considering my positive history with USAA.
Reported by GetHuman-rowd on Monday, January 13, 2020 9:43 PM
I assumed that both my wife's and my Medicare supplement plans with USAA would be automatically cancelled when we switched our regular Medicare plans to Medicare Advantage plans starting Jan 1, [redacted]. However, I recently found out that our supplement plan was not cancelled, and USAA deducted $[redacted].26 for January premiums from my checking account. After contacting USAA, they cancelled our policies for Feb but refused to refund the January premiums. I argued that since it's illegal to have more than one Medicare plan and I was already covered by another plan in January, they should refund the premiums. The USAA representative insisted on no refunds, stating we should have called in December. I find this unfair as they did not provide coverage for January and should return the premiums. My information is Gerald M Friedman, USAA customer [redacted]04, and my wife is Sandra F Friedman, USAA customer [redacted]03.
Reported by GetHuman4324791 on Monday, February 3, 2020 11:55 PM
Hello, I recently received a chargeback on PayPal for a computer program I sold. The buyer claimed the payment was unauthorized due to credit card cloning and initiated the chargeback through USAA bank. I am unable to retrieve the computer program. Interestingly, the buyer's nickname on the purchasing platform matches his real name on PayPal, which I cross-referenced with his active Twitter account. I need guidance on contacting USAA to demonstrate that the buyer made the payment and recover my funds. Thank you.
Reported by GetHuman-biasonal on Saturday, February 8, 2020 7:24 PM
I would like to commend the operators who were incredibly patient with me during a challenging time. I have a guardianship with Mr. Bernard S. due to a recent mini stroke (TIA) which resulted in him needing to be placed in an assisted living facility. I have Aphasia, making it difficult for my words to match my thoughts, but the operators showed amazing patience and professionalism in assisting me. Despite my own struggles, I can function, while Mr. Bernard S. is unable to speak and is paralyzed on one side. This is why I have full guardianship over him. Both of the operators were truly professional, and I am grateful for their understanding and support.
Reported by GetHuman4350289 on Tuesday, February 11, 2020 7:19 PM

Help me with my USAA issue

Need to call USAA?

If you need to call USAA customer service, now that you have the answers that you needed, click the button below. You can either call them on your phone or use our free AI-powered phone to dial for you, get a rep for you, and more.
Call USAA
Was this page helpful?
Thank you and please share!
Thank you and please share!
Needs work
Sharing is what powers GetHuman's free customer service contact information and tools. You can help!