USAA Customer Service Issues

On the night of November 10-11, [redacted], my basement experienced a flood with over 4 inches of water. Despite my functioning sump pump handling most water sources, there was still significant damage. I checked the area at 5:00 pm on Nov. 10th and everything seemed fine. However, between midnight and 2:00 a.m., over 2 inches of rain fell. Due to being on pain medication and my wife being in a wheelchair, I slept from 8:00 pm to 4:30 am when I heard water alarms signaling the flood. The basement, filled with furniture, family heirlooms, and renovation supplies, was extensively impacted. I reached out to USAA on Nov. 11th to report the loss, only to find out we lacked coverage for flooding, which came as a surprise given our home's location on a well-drained hill. I have sought help from a local water damage company, Semper Dry in Fredericksburg, VA, to mitigate the damage.

My name is Harris Garcia, born on 12/07/[redacted]. I have an account with USAA, and recently I noticed suspicious activity on my mobile app. I contacted a representative, and my app was unlocked. However, when I tried to log in again, I received a message saying my access was restricted for security reasons and to call [redacted]. Upon contacting them, I discovered my email was changed to an icloud.com address, which I didn't do. My phone number was also incorrect. I cannot receive the code to unlock my account through email or phone as they are not mine. How can I rectify this situation and update my information back to the correct details?

I am an 82-year-old customer facing trouble with my security system. Last week, my daughter assisted me with updating passwords, but when I tried to log in online, my pin was not accepted. I followed my daughter's instructions carefully. Unfortunately, my account is now blocked, and after waiting on hold for 45 minutes to speak with a representative in the medical insurance department, I am feeling frustrated. My family has been loyal to USAA for over 50 years. I kindly request assistance in resolving this issue. I am still on hold, awaiting a response from a customer service representative. - Helene T., Customer #[redacted]

I recently purchased a new car and traded in a Toyota Camry. I've been trying to log into my USAA account, but I have not been successful. I am deaf, so I cannot communicate over the phone. USAA keeps changing my login information, and even though I manage to log in using the previous details with assistance, my account gets locked afterwards. I have been a loyal member for over 62 years and have all my cars insured with them. Despite having someone call on my behalf, the agents require the login information which is constantly being reset. USAA's lack of chat support and inaccessible communication methods are making it hard for me to resolve this issue. If this problem persists, I may have to consider switching to another insurance provider. I would appreciate if USAA could assist me via email to address this matter effectively.

I recently spoke with customer service regarding refinancing my personal loan to pay off other credit accounts. I was informed that USAA does not offer cash-out loans due to the current circumstances. I am disappointed in how USAA has handled this situation and it has greatly impacted my opinion of the company. Despite having a stable income and excellent credit, I am now exploring other options with different lenders. The recent developments have shattered my trust in USAA, and I no longer consider them a reliable choice. Thank you, Donald R. G., retired USN Master Chief.

I just returned my Alamo car rental. I picked it up at the Dallas TX Airport Alamo and dropped it off at San Antonio TX Enterprise. During the drop-off inspection, the staff found a dent on the top of the car. Despite my not being able to see it visually, pressing on the dent area confirmed it was there. I have photos and disputed the claim, but the manager requested my insurance information for a claim. Though I usually own up to mistakes, I am frustrated because I can't see the damage. It's more about principle at this point. I would appreciate a call back before my flight at 8:45 Texas time. Thank you, R.

Hello, I wanted to share my experience with insurance companies and express my concern. My friend, a former U.S. Army officer, has been urging me to consider getting insured with your company. When I left the army in [redacted] after serving honorably for 4 years and achieving the rank of E-5, I applied for auto insurance with USAA. However, I was informed that they only provided insurance for officers, so I ended up going with State Farm. This experience has stayed with me, and I often wonder how many others in similar situations were affected by this kind of discrimination. I am curious if your company has ever considered creating a program to support individuals like me who served but were not officers. It would mean a lot if there was acknowledgment of past mistakes and an effort to assist those who served in times of need. Thank you for taking the time to read my message. Sincerely, Tom C. - U.S. Army 1[redacted]

To Whom It May Concern, If this is indeed USAA, I bring to your attention significant issues experienced when contacting USAA. As a disabled veteran, I urge a member of the management team to address the challenges faced by myself and my family in dealing with your services for military members. Making payments over the phone should be simpler, particularly for veterans who may not have online access. Requesting a security code to be sent to our mobile phone was denied by a representative, insisting on complex verification processes that led to frustration. Despite USAA's ability to access public records, difficulty arose in verifying our current driver's license, causing distress and hindrance. Repeated attempts to escalate the matter to a supervisor were unsuccessful, adding to the concerns affecting our family's confidence in your ability to provide insurance coverage when needed. As a veteran with a disability, I seek a prompt call from an executive team member to address these issues, maintaining the respect and support expected for military families. Sincerely, R&D Mechlin [redacted]

I'm attempting to receive an international wire transfer, but there seems to be confusion with the SWIFT number for my USAA account. When the sender inputs the SWIFT number (IRVTUS3NXXX), the address that appears is for Bank of New York (Address: [redacted] Avenue of Americas Floor 5 New York, NY [redacted]), which differs from the USAA website address. I've contacted USAA multiple times, but the long wait times have been challenging. I am uncertain if Bank of New York is affiliated with USAA.

Hello. I experienced a robbery and have been stranded in unfavorable conditions due to USAA not recognizing my existence. USAA refuses to grant me access to my account, process a claim, or make any changes until the state of Nebraska modifies its documentation to meet their standards. It is surprising that USAA can reject official documents from Nebraska. I find it disheartening that an organization known for its commitment to its members would leave me in this situation. I feel let down by USAA's actions. Their refusal to accept valid state identification seems unjust and cruel. It is disappointing to see such lack of empathy from a company that claims to support its members. If I manage to overcome this, I will make sure to expose how little USAA values its members. Their behavior appears dishonorable and uncompassionate.

I have been a member of USAA since [redacted]. USAA Savings Bank financed two new Lincoln Navigators for me in the past, both of which were paid off before the end of the loan terms. Some years ago, they provided me with a credit card with an approximately $25,[redacted] limit. Despite using and paying it off promptly, I recently received a letter dated February 2, [redacted], stating that my credit line was reduced to $2,[redacted]. After consolidating all my insurance policies with USAA this year, I am kindly requesting that they reinstate my previous credit limit, as the current limit does not meet my needs. I am willing to provide my financial information to prove my solvency if necessary. Restoring my credit limit will ensure continued business with USAA. Thank you. - Paul B., Vietnam veteran, 23rd Infantry Div.

Yesterday, I was notified that my credit card on file for my auto and home insurance payments had expired, even though my current card doesn't expire until 08/25. It was frustrating to make 3 phone calls and spend 2 hours with four different USAA employees to rectify this issue. It would have been more efficient if the insurance team had communicated with the banking team to verify the correct expiration date for a long-time customer like me, thus preventing this whole ordeal. Disappointing customer service and bad business practice. - Robert Iler #[redacted]

Hello, This is Lanie from Bank of Hawaii. I am requesting your email address to send you insurance information. Thank you, Lanie Loan Documentation Specialist Bank of Hawaii – [redacted] Direct Lending Phone: [redacted] Email: [redacted] CONFIDENTIALITY NOTICE: The information in this email and any attachments is confidential. It belongs to Bank of Hawaii until received by the intended recipient. If you are not the intended recipient, please refrain from using, sharing, or disclosing this communication. If received in error, please contact [redacted] immediately and delete it without keeping any copies. Thank you for your cooperation.

I am trying to access my USAA account online, but I keep running into issues. Every time I try to log in, I have to call for technical support. I can't provide a photo ID as requested because I don't have a smartphone. The temporary password only works once, and when I enter the code sent to my email, it gets rejected. I've spent nearly an hour with your technical team without success. Despite understanding the need for security, this site is one of the most challenging I've encountered. I even had to pay my membership fee late due to these difficulties. Hoping for a solution soon. Thank you, DK.

I recently noticed that my bill increased by around $50 compared to previous months. The only change I made was switching to paperless billing. I find it confusing that opting for paperless billing resulted in a higher bill. Ideally, the bill should be lower for going paperless. However, I have been unable to call customer support for the past three months to address this issue. Unfortunately, the company's decision not to provide an email for customer support has made it challenging to resolve this matter.

There are around 49 legislative bills aimed to limit voter participation in Texas, with similar proposals seen in other U.S. states under the guise of "voter fraud". Many state Republicans, including leaders like Mitch McConnell, have debunked this reasoning. As a USAA member for nearly five decades, I trust in the integrity of USAA. I urge USAA to take a stand against these bills, which could adversely impact employees and customers, and undermine the courage of our voting soldiers who defend democracy. Voter suppression aligns with dictators, not patriots. While I've never reached out to USAA like this before, I view this as a crucial issue that threatens our democracy. Sincerely, Dermott C.

I recently fell victim to an online scam. I received a $[redacted] check to mobile deposit into my USAA account, then sent $[redacted] to another account for an orphanage, keeping $[redacted] as profit. The check seemed genuine as I had immediate access to the funds. Once the full amount was put on hold due to it being fake, I was left with a negative balance. I learned that the bank may be responsible if they provide access to these funds unknowingly. I am struggling to get help from customer service and want to know how to reach a branch manager at USAA to address this issue. Thank you for any assistance.

I contacted USAA on Thursday morning regarding a hail damage claim for my insured vehicle. My USAA member number is [redacted] 26 82 [redacted] 1. I provided a detailed, approximately 40-minute oral statement about my comprehensive coverage claim. However, I have not heard from any adjuster yet. Today, I called the USAA general hotline at [redacted]. I encountered their automated system (which I find to be very frustrating!). The automated system informed me that my adjuster is with a company named "Dentwinter PDR," and provided the contact number [redacted]. When I called that number, I reached an answering machine for "Dentwinter International." The machine requested my name and claim number, which I do not have or cannot obtain. I have been unable to speak with a person from either USAA or Dentwinter. This situation is extremely distressing! Please have someone reach out to me promptly to fulfill the insurance obligations I have been paying for faithfully over a long period. Otherwise, I will be forced to take legal action based on bad faith, unfair treatment, and breach of the insurance contract. I will also be lodging a complaint with the Oklahoma Insurance Commission. This is not a threat but a firm commitment. I am deeply disappointed with USAA's handling of this matter. It is time to take action immediately.

I am seeking a quote for personal auto insurance for my wife and myself. We have a family policy that includes a [redacted] Hyundai Santa Fe (owned) with a rider for an 8' trailer, and a [redacted] Hyundai Elantra (leased). I served in the USAF as a reservist and was honorably discharged in [redacted]. My wife is the daughter of a Marine with over 25 years of service. We are open to transferring our current insurance policies as well, which include home-owners policies for our current home and a second home used by our son's family, two personal auto policies for our vehicles, a separate policy for a [redacted] Harley Davidson Electra Glide motorcycle (1340cc) and a [redacted] Yamaha Royal Star motorcycle (1294cc), a $1 million personal liability policy under personal umbrella coverage, and a policy for a [redacted] 75hp outboard boat (16') and a [redacted] Yamaha Waverunner, each with a separate trailer.

During this challenging time of the pandemic, I have encountered financial difficulties, owing over $[redacted] to USAA. Despite my team and I facing numerous obstacles, including my health issues as a disabled war veteran, I have been struggling to manage my bills. There was a misunderstanding with the bank, which led to this situation. As I am currently in a psychiatric hospital, dealing with PTSD and other mental health issues, I am reaching out to USAA for help. I greatly appreciate USAA's understanding during these unprecedented times, and I believe that working together, we can find a solution. I am committed to making monthly payments of $1,[redacted], and I kindly request an extension of at least [redacted] days to bring my account up to date. I hope that Jeff Wallace can review my case compassionately and find a feasible resolution.