USAA Customer Service Issues

Archive 4

The following are issues that customers reported to GetHuman about USAA customer service, archive #4. It includes a selection of 20 issue(s) reported February 16, 2020 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
Regarding my current situation with American Atu Homeowners Insurance, adjustor Christopher Kelly at [redacted], and USAA with the claim numbers [redacted]63-[redacted] and PR-[redacted]-[redacted], whenever I reached out to USAA for assistance with their contractor (ARC), I ended up with a new claim each time. My expectation was simply for them to mediate between me and the ARC regarding workmanship issues that kept resurfacing after 6 weeks to a year. Unfortunately, this cycle continued until November [redacted]. Despite numerous communications through phone calls and in-person meetings with ARC/USAA, there was limited follow-up. USAA adjustor Laura Holt never inspected the source of the water damage, which was crucial for my claim. The lack of oversight continued when the ARC failed to use a wooden board they provided at a job site and did not match the shingles properly. This ongoing concern about the work quality and subsequent damages remains unresolved, despite efforts by ARC to seal the shingles permanently. I hope to see a resolution soon. Thank you, Yolanda Pendleton in St. Louis/Jennings MO.
Reported by GetHuman4366180 on Sunday, February 16, 2020 5:11 PM
I am a Court Clerk at Arlington Municipal Court responsible for verifying vehicle insurance for drivers who have received citations. As part of the process, I contact insurance companies like USAA to confirm valid coverage at the time of the incident. While USAA has been cooperative previously, recent attempts at verification have encountered obstacles. They now request a 3-way call, which has proven challenging and time-consuming. In a recent attempt, the call lasted over 45 minutes with multiple hold times and no successful connection. When the driver attempted to initiate the call separately, he was informed that USAA doesn't facilitate 3-way calls. This situation has raised uncertainty about the verification process for USAA members. I seek clarification on the necessary steps for Court Clerks to validate auto insurance for USAA clients. Thank you.
Reported by GetHuman4399603 on Wednesday, February 26, 2020 5:48 PM
We filed a claim for the March 7 incident where both of our cars were involved in a hit-and-run. Our Acura MDX was totaled in the back, handled by Geico, and our Toyota Corolla's bumper was badly damaged, requiring $[redacted] for repairs. Pieces of the other car involved, a light silver Mercedes [redacted], were left at the scene. With the help of neighbors, we identified the responsible party as Diane Williamson of [redacted] Woodbrook Cr, Reston VA [redacted], who initiated a claim with USAA for "vandalism" on her car the same night. Concerns about potential insurance fraud were brought up due to discrepancies in the handling of the investigation. We've been in touch with Geico and would like swift actions and communication regarding the situation, as it has led to significant financial and emotional strain for us. We urge USAA's management to reach out to us with updates on the investigation promptly.
Reported by GetHuman-tgoldovs on Monday, March 16, 2020 5:54 PM
I have been regularly donating to politicians I support for a while now. Recently, I noticed an unexpected $10 charge on my USAA Checking account. Typically, I donate around $1, so this $10 charge seems out of place. As I diligently review my transactions, it is unlikely that I overlooked such a difference in the amount. I am unsure if this qualifies as a Disputed Transaction or if it was just a mistake. Even a refund of $5 would make a difference to me, especially considering the significant increase from my usual contribution. After all, there are no guarantees that the candidate I support will win the election.
Reported by GetHuman-stripemi on Friday, March 20, 2020 3:27 PM
To whom it may concern, I am Katherine Hutchinson, and my husband David Hutchinson is the primary account holder of #[redacted]7. I have spent a total of 8 hours on hold between two different phones trying to rebook our flights, which is completely unacceptable. I am requesting a call back today to either rebook our flights or provide a refund for the money we spent on the original bookings. Our trip ID is [redacted]8. I am not willing to incur any additional costs for rebooking, and I expect to be able to use our credits from the canceled flights. You can reach me, Katherine, at [redacted] or my husband at [redacted]. I am looking forward to receiving a call back today before the end of business hours for the travel department at USAA.
Reported by GetHuman-khutchet on Friday, March 20, 2020 10:35 PM
Member: [redacted]92 Daryl B. I recently got a Symantec token. When I tried to use it and failed, I got locked out. Although I received an email about my statement, I'm unable to open any emails from USAA. Please unlock my account so I can give the token another shot. Since I don't own a mobile phone, using the token that way is not an option for me. This setup feels overly complex. I have trouble hearing due to tinnitus, making it challenging to follow phone instructions.
Reported by GetHuman-darylbul on Saturday, March 28, 2020 11:34 PM
I have had a retirement investment account with your company for several years. Before retiring, I regularly contributed from each paycheck. Since retiring, I have not made any additional contributions. I monitor my account online monthly as a buy-and-hold investor. I appreciate the emails I receive and the personalized welcome messages when I log in. I contacted you previously regarding minimum retirement distributions at age 72. I have recent screenshots of my account holdings. What steps should I take to prevent my account from escheating? I want to ensure my investment remains intact despite my current inactivity. Please provide detailed guidance rather than a generic response. Sincerely, Dorothy R.
Reported by GetHuman-draffel on Monday, April 6, 2020 1:40 PM
Good morning, I am seeking an urgent update on my existing claim ([redacted]79-[redacted]), which has been under investigation since 11/15/19. To date, I have not received any refund for this claim. It is crucial that this matter be addressed promptly as it is escalating towards a potential legal issue. I have been informed multiple times that the delay in processing is due to awaiting the state's repair cost assessment for the stop sign. The stop sign was fixed the day after the incident; therefore, it seems unreasonable that it would take five months to determine the repair cost. It is essential that my claim be handled separately from the other claims related to the series of accidents caused by the same party, ultimately leading to damage to my parked car. I kindly request immediate resolution for my claim. Thank you for your attention to this matter.
Reported by GetHuman-ginasac on Monday, April 20, 2020 1:38 PM
I received a call last night from a woman at USAA on 4/24/20 regarding 4 recent transactions from a telemarketer. Living in Thailand, I rely on my disability payment on the 1st of the month. It's essential for me to have access to funds. Cutting my card and sending a new one won't work. I don't receive mail regularly. Please don't cancel my card ending in [redacted]. I always withdraw my cash on the 1st. I never make online purchases. I am traditional and prefer cash transactions. Kindly continue monitoring for any suspicious activities and refrain from canceling my card. It's crucial for my well-being. I'm disappointed with the recent customer service experience. USAA representatives were unhelpful and rude. Please urgently address this issue and ensure the safety of my finances. Your prompt assistance is greatly appreciated.
Reported by GetHuman-asknurse on Saturday, April 25, 2020 2:57 AM
I am currently in Thailand and unable to make outgoing calls. A USAA representative contacted me recently, informing me of potential unauthorized charges from a telemarketing company. Despite not shopping online, I learned about these suspicious transactions. My disability deposit is crucial for my survival, scheduled for the 1st of each month. I rely on it entirely. Unfortunately, canceling the card or receiving mail is not viable for me. I insist that USAA's Fraud Department diligently monitors my account to prevent any future identity theft incidents. The representative's behavior took a negative turn, becoming agitated and rude during our conversation. After being left on hold for 40 minutes and disconnected without a callback, I'm left in distress. Since I'm unable to contact the U.S., I implore for urgent assistance. For reference, the call from USAA came from [redacted]6. Your prompt help is greatly appreciated. Thank you. -Nick T.
Reported by GetHuman-asknurse on Saturday, April 25, 2020 6:00 AM
I have been a long-time member of USAA and currently have auto and earthquake insurance with them. My experiences with their customer service have not been satisfactory. I chose USAA based on the recommendation of colleagues after serving in the Army Nurse Corps as a Captain for many years, and I have been a critical care nurse for 21 years. I have a job with high liability and responsibility, focusing on providing quality care and valuing my patients. Recently, I was looking into getting homeowners insurance and noticed that my auto insurance rates were higher than other estimates. When I tried to discuss this with a USAA representative, I found their communication to be negative and somewhat sarcastic. This is not the first time I have faced challenges with USAA's customer service. I am unsure about continuing my business with them. I am disappointed in a company that I have financially supported, especially considering my family's generational military service. I have excellent credit, a clean driving record, and have never missed a payment with USAA or any other company. Thanks, B. Ellington
Reported by GetHuman4770211 on Tuesday, May 5, 2020 3:15 AM
I have been a USAA customer for a long time, having auto and earthquake insurance. However, my recent interactions with their customer service have not been satisfactory. My colleagues recommended USAA to me after my service as a Captain in the Army Nurse Corps, where I have been a critical care nurse for several years. In my high-responsibility job, I prioritize providing quality care to my patients. When I recently inquired about home insurance and noticed my auto insurance rates were high, I spoke with a USAA representative who seemed sarcastic and unhelpful. This is not the first time I have had difficulties with USAA's customer service. I'm unsure about my future business with them and disappointed in a company I have supported financially, considering my family's generational military service. I have excellent credit, a clean driving record, and a spotless payment history. -- B. E. This situation is disappointing to me.
Reported by GetHuman4770211 on Tuesday, May 5, 2020 3:17 AM
I need assistance with obtaining certain financial information due to a pending divorce. If possible, please provide the following details or refer me to someone who can assist: 1. The year I first opened my IRA with the member number [redacted] under the name Richard A. Gorish. 2. The year of my last contribution to the IRA. 3. The total interest gained from [redacted] (marriage) until the present. Kindly send the information or contact details to my email at [redacted] as I am unable to communicate via phone due to the separation with my spouse. Your help is greatly appreciated. Thank you, LCDR Richard Gorish, USNR (Retired in [redacted]) 76 Algate Rd, Langhorne, PA [redacted]
Reported by GetHuman5048926 on Thursday, July 9, 2020 9:49 PM
Yesterday, Friday, July 10, [redacted], I experienced a collision in downtown Eureka, CA. I was parked on a two-way street corner and as I was pulling out, I checked my mirrors but was hit by a car coming from a one-way street. We exchanged information and took photos. The other driver suggested I contact the city about the corner's parking situation. I believe he should have been more cautious given the difficult corner. Unsure how to proceed, but I want to ensure his insurance (AAA) won't charge mine (USAA) for his repairs. I am also unsure about fixing my car. Any advice would be appreciated.
Reported by GetHuman-sndrwlsh on Sunday, July 12, 2020 2:26 AM
Working with you and this company for over 50 years has been frustrating. It seems that your agents, who might be millennials, are not equipped to assist aging members like us. There must be others in similar situations, especially from the Vietnam era, who need help navigating USAA with issues like Agent Orange exposure. It has been challenging trying to add our daughter to our accounts. We have provided numerous documents, visited multiple locations, and still face difficulties every time we contact USAA. Having a dedicated agent to assist us consistently would make the process smoother, but it seems like we are starting anew with each interaction. This is causing a lot of frustration, especially since we have important reasons to update our accounts promptly. The lack of continuity and support leaves us feeling exasperated and disappointed with the service we are receiving.
Reported by GetHuman5105926 on Monday, July 27, 2020 6:17 PM
After calling a phone number displayed on my USAA account, I was directed to speak with a USAA Security representative who claimed my IP address was compromised. Following a series of checks and providing my driver's license, I reported a $[redacted] charge I didn't recognize. Towards the end of the call, the representative mistakenly added $20,[redacted] to my account and requested I wire $19,[redacted] to an account in Hong Kong to rectify his errors. This experience, which lasted around 4 hours, felt like a legitimate USAA procedure to resolve the unauthorized charge, but it turned out to involve a scam resulting in a loss of $19,[redacted].
Reported by GetHuman5203485 on Thursday, August 27, 2020 8:32 AM
I received a call from my niece in California on August 3, [redacted], informing me of my 90-year-old brother-in-law's passing in Escondido. Lacking details on the funeral arrangements and her married name, I attempted to gather more information on August 4. Despite trying to contact her, being hesitant to answer private calls due to work at Wells Fargo, I resorted to using a paid service online for further details. To my dismay, I later found extra charges by Spokeo on my USAA bill, $0.95 for one call and a surprising $24.95 fee. An investigation on Spokeo's website revealed misleading pricing information. At 91 years old, I seldom seek such services and find these charges unreasonable. The service only provided the marriage name with no additional details, making the high fees unjustifiable. I disagree with the $24.95 charge and seek to prevent others, especially the elderly on fixed incomes, from falling victim to such practices by taking action against these misleading charges. Frank W. USAA - Acct. # [redacted].
Reported by GetHuman5224385 on Wednesday, September 2, 2020 4:51 PM
I have been on the phone for 22 minutes trying to make arrangements to get my car started. I have been a member of USAA since [redacted], so I am old. I do not know how to text, so using the usual roadside assistance number does not help because no matter how many times I say that "I want to talk to a person," I merely get a repeat of the same info that is useless to me. I've tried other USAA numbers, and half the time they are cut off. I have an iPhone 10, so I have no idea what is happening. Due to COVID-19, I rarely drive my car, so I have contributed to this problem myself. USAA [redacted]. Volvo XC70 [redacted] 6GPS [redacted]. Cell number [redacted]. [redacted] South Barbara Street, San Pedro, CA [redacted]. Jody B., [redacted]. All I want to do is talk to a person so I can get my car started.
Reported by GetHuman-brkichjc on Tuesday, September 15, 2020 6:35 PM
The National Capital Area Council (NCAC), representing over 55,[redacted] Scouts and 18,[redacted] Adult Volunteers in the DC Metro Area, is hosting a virtual Scouting Salute to Military Service Members and Their Families on Veterans Day, November 11, [redacted], at 12:00 PM. We are seeking ethical companies that support the Military to be our corporate sponsors. I, like many of our active duty and retired military NCAC Scouting Volunteers, would be honored to have you join our team. As a loyal USAA Member since [redacted], I would like to discuss possible USAA representation in our event with your media relations or promotion representative. We have an impressive military lineup of speakers and honorees and I am eager to share our promotional package with you promptly. Please contact me on Monday morning at [redacted]. Thank you for your consideration. Yours in Scouting, Captain Forrest A. Horton, USN (Ret), NCAC Board Member
Reported by GetHuman5332656 on Monday, October 5, 2020 1:13 AM
I have been a USAA member since [redacted], and I was disheartened to learn about the $85 million fine imposed by federal regulators due to serious financial management violations. This incident has tarnished USAA's reputation and raised doubts about the organization's integrity. As a long-standing member, I urge USAA to regain public trust and demonstrate accountability. It is crucial for USAA to address these issues promptly to reaffirm our confidence in the organization. Sincerely, Harold S. Tiernan CAPT, SC, USNR (Ret) Member number [redacted]
Reported by GetHuman-hstierna on Thursday, October 22, 2020 4:43 PM

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