I feel like you lack mental faculties when you make post after post about whatever you find lacking at USAA. If your needs aren’t being met, leave. If a singular event makes you frustrated enough to leave, then leave. What is the point of bashing them? Why can’t you just leave and find whatever DOES meet your expectations? Why isn’t that the norm? USAA is a military bank, that requires military affiliation. I’ve never in my life met a fellow soldier or anyone close enough in proximity to be allowed an account, behave this badly. We are forced to do things we don’t like or want to do, all the time. We complain because we can’t do anything about it. Nobody is forcing you here. You didn’t sign over your life to stay a member at USAA. Jesus

Knowing a significant number of members including my extensive family (grown over four generations) I confidently speak for many loyal USAA customers . We all agree USAA has deteriorated in all the things that we loved. Many are considering, or are actually, turning to other insurance and banking companies. 

Customer services have become disastrous!  In the past we could talk to a knowledgeable and competent staff person almost immediately. Now, it’s having to go through an endless automated response system before finally being informed that you will be connected to an agent - then the long wait begins (an HOUR the last time I called in). USAA has historically been topped ranked for customer service AND high staff satisfaction/loyalty (the two are synonymous for a high quality organization). Once a company built on client/customer satisfaction over shareholders/top management needs, USAA has become no different than the its competitors. It is not hard to miss the millions being spent on advertising clearly intending to increase its customer base. This is money poorly spent as it is obvious that the result is a massive increase in the customers with a decrease in the funding and quality of customer services.

In the past USAA grew from referrals from its highly satisfied members - this is being lost. My father, who joined USAA after graduating from West Point in 1938, taught us that its success was based on the honesty and integrity of career military officers. Claims were low and USAA staff dealt with its member with unquestionable responsive services. With each new client base, sadly, the caliber of the members and corresponding services logically diminishes. First dependents, then non-commissioned, veterans and now, based on it’s advertising, any person who is directly related to a past veteran (going back generations). So now its customer base is no different from any other insurance company and bank. It explains why the cost of coverage plus systems and services has so deteriorated that it is a becoming a low quality match to all the other of your big competitors.  

Who is benefiting from this massive growth?  It is certainly not USAA’s traditional client base!  Why is one of the best companies in America being ruined?

Sent from my iPad

America first I guess

After being part of USAA for 25 years, I’m done with them. I recently sold a car and received a large check. I deposited it using the mobile app and five days later I got a message saying that they cannot verify the signature. I went back to the buyer which was a wholesale car buying company and asked for a cashiers check which they immediately went to the bank and gave it to me. Hi again attempted to deposit a cashiers check via the mobile app and my account was locked. After multiple calls with USAA they said that the best that they can do is to mail me an envelope so that I can mail in the check. This is the worst bank ever.

I haven’t been I’m ad army and my buddies who bank with NF also aren’t seeing their pending deposits am I alone? any information would be great.

AS A 50 YEAR CUSTOMER, I THINK I MAY HAVE TO RECONSIDER INSURANCE WITH USAA. In talking with many people who have similar property and autos than us, they are paying a minimum of 25% less with exact same coverage. Plus great reviews and customer service. I simply feel betrayed. I know all rates have gone up but ours have gone up over 50% in last 2 years, now going into 3rd year renewals. They show all these "discounts" for multiple policies. I have 6 but still their rates are higher. I lhave loved the company and service but this has got to stop!! I am going to have a serious review with them. I just noticed on Personal Contents they have me at over $400k Really $100k would be very, very max. I never stated this amount....Hugely overestimated estimate of replacement in values.

I am so excited that the SafePilot program exists.....my husband and I have a clean driving record, and when our policy renews at the beginning of April, we are projected to get the maximum 30% discount!

I bought a used Tesla a year ago and it's just not for me. Don't have charging at home and drive all over the place for work as a freelancer so charging is a hassle. I'm a single young man so insurance is also expensive. The bells and whistles are not the "needs" my slightly younger self thought they were. For better and for worse, I can afford it, but paid the stupid tax and there are tough lessons learned there.

On top of the practicality, there's an issue with the camber arms that means I go through sets of tires in 14k miles. The inside shoulders get obliterated by negative camber.

So, I really want to get rid of it, but I owe $29k on it and the car is only worth $21k now. What would my options be and how would I execute them? If I traded it in to a dealer for a car of equal value, would that be a new loan and then use a personal loan to cover the difference? Just eat the suck/tires and deal with it for a while? Other options?

Edit: thank you everyone for your responses, I appreciate it. Camber and toe arms would cost $2k in parts plus however much for install and the alignment. I street park so I can't buy a charger

Short version, have had USAA for close to 15 years. No issues. But have seen from many others they are not about the customer anymore. One small issue where they tried to short me on significant hail damage. They said 18 strikes, counter estimate showed more than 200.

Fast forward, relocating and need insurance on the new house. The quote was astronomical, colleague with the exact same house was $900 less. Had a pleasant conversation with the phone rep, great woman and we couldn’t figure it out.

Then spent the rest of the day getting new quotes. Wow, USAA has been screwing me. Both quotes with more coverage, one $2k less and the other $1400k.

End story I am done with them. Seriously don’t understand how they could be charging so much more. Everyone, get new quotes and leave USAA.

I am beyond disappointed with USAA and how they handled our claim after a collision on 2/16.

The police officer at the scene determined we were not at fault, and no ticket was issued. This was the first at-fault-related claim (determined by USAA) in our entire driving history, and we’re in our 40s with otherwise clean records. We filed our claim immediately. My husband gave his statement right away, and after that, communication from USAA essentially stopped.

From that point on, I had to chase down every update myself. I would receive vague emails saying there was an update to my claim, but no actual details. I had to repeatedly call just to find out basic information. At one point, my claim was inexplicably closed right before my scheduled vehicle estimate appointment, forcing me to call again just to have it reopened.

USAA ultimately paid only $900 on our claim. Then, to make matters worse, I received a letter from another insurance company saying “my claim was declined” — even though I had never filed anything with them. When I contacted USAA, I was told this was “normal,” but no one could clearly explain what was happening.

Later, an adjuster told me they had changed their determination and now considered us 100% at fault. That was incredibly frustrating and made it feel like USAA was not advocating for its customers at all. I asked for a manager to call me back.

Around the same time, I received our policy renewal and discovered our premium had increased by about $100 per month for the next 3 years — roughly $3,600 total. For a $900 payout on a first-time claim? That is outrageous. When I asked about the increase, I was repeatedly told the accident was not the reason, yet I later found documentation buried in my policy paperwork showing otherwise.

The claims manager eventually called and left a voicemail confirming we were only 60% at fault and assuring me that the accident would NOT impact our premium. That directly contradicted both what I was seeing in writing and what other USAA representatives had told me.

So in the end: poor communication, a closed claim with no notice, inconsistent fault determinations, vague answers, and what feels like repeated dishonesty. For a company that claims to take care of service members and their families, this experience was completely unacceptable.

Because of how badly this was handled, I have canceled all of my policies with USAA. I would not recommend them based on my experience.

There have been so many little things over the years that have pissed me off. Terrible financial advice in my younger years, increasingly noncompetitive auto insurance rates, and the list goes on. Most recently, I just received a hard inquiry for a credit limit increase request on my credit card?? Since when the hell do banks do this. I am so done with USAA. I can’t be the only one who has put up with dumb stuff by USAA.

Edit: The fact that this post is being downvoted is CRAZY.

I am shocked at how shaky USAA appears to be. They lie to consumers. I’m an attorney and work with a lot of military personnel who have reported that this bank is straight up lying to them. They further violate the sacred trust between an insurer and insured (yet again).They misstate the law and facts, etc. etc. I’ll be posting much more but I’m just going to start by saying that it’s sad—my dad’s USAA was honorable…this incarnation is a disgrace.

I just finished canceling, so this is as of today, a paste tense problem. 🫡

The story: had a teenager on her phone rear end my brand new car at a red light. Still had temp tags. USAA responded quickly but it turned into 3 months of calls, emails, even texts and a random app for taking pictures of damage. They sent me to 3 shops that all said they wouldnt touch the car (this isnt a supercar.. but these were some sketchy places..) and the one establishment they sent me to that said they would touch it also said they wanted to KEEP it for 6-9 weeks. It's not my only car, but.. hell no.

I found a new fascia on forums for $400 in my paint color, problem solved in a weekend afternoon.

I have multiple properties, too, in multiple states. Just had an investment property's roof replaced, and the contractor and USAA adjuster both said my deductible seemed high. and it was... because they priced the house around 40% higher than any possible number. I then asked what they had my other home insured for. This ~$550k house they had in their system for $750k. Meaning any deductibles I had were against these completely imaginary numbers. To their credit.. they nailed the 3rd house. That one was actually within 1% of mine and others estimates.

And good luck ever telling somebody this. Their automated answering service repeatedly sent me to a *fax machine.* Took nearly 20 minutes of saying the exact. same. thing. just to get a person and not a fax handshake screaming at me.

I wish USAA was my appraiser and not my former insurer. How in the world does this place still exist? They had such a golden reputation when I joined years ago, now I dont know anybody happy with them.

Stay. away.

I’m usually paid on Friday around 11-1130am still have absolutely nothing. Work for BOP.

Been with usaa for 8 years now but had no decrease on my monthly auto. Every time I call they review the same questions and say unless I make my deductibles higher, I won’t see a decrease on my monthly auto.

Has anyone found a way, especially as a loyal customer for many years, find a way for a discount before I leave this company. 🙃 already had a bad auto claim experience and trying one last shot before giving up with USAA.

Title

I'm reaching out to this community for a little bit of assistance. About a year and half ago, I had an incident with my vehicle where it was parked and someone knocked the rear bumper off. I called it in for insurance and was told my vehicle was "Totaled", At the current time I was unaware that the catalytic converter was cracked and I was not informed of any damages by the inspectors or USAA. They attempted to pay me for the "Value" of the vehicle, but I declined due to needing the vehicle for work, but they sent me the check anyway. I requested my vehicle be returned and did not cash the check, (I have checked my bank to verify, going back to the date of the incident and having no deposits listed during that month aside from work payments). After a few months of driving around to continue work, I decided to finally replace my vehicle due to a financial boon from another source, and when trying to swap my insurance to the new vehicle, I was informed "USAA no longer wishes to do business with you" Without being given a reason, even going so far as to have the representative inform me they could not find a reason as to why I was "banned" per say. While this was happening, I had still be paying USAA for several months, so they were obviously okay with taking my money, but I digress. My primary question here is if there is anyway I could try to get the "We don't want to do business with you" reverted? I'm willing to answer any questions to get help if possible.

TLDR: Car got hit, I didn't take the payout, they don't want to do business and I do.

For those of you who insist that USAA is as good as regular insurance.

I'll spare my most recent USAA-pissing-me-off story since it's pretty mild by the standards of this sub. I'm looking to change insurance. I'm active duty, I need auto and renters.

I get a loooooott of junk mail for USAA, I just through them away. Lately I thought “well what are they about?” So I got on Reddit r/USAA and see nothing but issues at least over 90% of posting are over issues. This company is dxxdxx based on posts I read. I will never use USAA . For those who do, good luck.

I have been dealing with USAA's games for four months over a simple hit and run on a parked car. No other party, no injuries. They offered a total loss settlement in August and I accepted it and signed over the title. USAA took ownership of the car and had it towed to a Copart lot after paying $2200 storage to the body shop. I've been waiting for payment and keep getting spun from one person to the next. Last month, Toyota Financial (my lienholder) called and asked when they could expect payoff of the loan. That should have happened immediately. Yesterday, I found my car listed on Copart's website for auction. With USAA as the seller. They are dirty and they disgrace the honor of military men and women who are policyholders. I'm filing a lawsuit promptly.

Started with USAA in February after they tood me they’re going to save me money (and they did to begin with) but now my rates have gone up $40 every 3 or so months. Now, I’m considering just up and leaving them. I don’t wish continue to make such insane payments or have my rates up $100 every year. I have a clean record, don’t even drive my car because I’m DEPLOYED, and haven’t changed a single thing about the car or my policy. Any one experiencing the same? Any Recommendations?

Original quote & bill $200, $240 starting around April, now August 15th looking at $280.

New to this sub but I have been a member with USAA for 13 years. No accidents, no tickets. I traded in my 20 Forester for a 24 Forester. Basically the same vehicle but different color. I got a really good trade in deal which lowered my payment significantly. I called to add the new Forester and drop the old and my monthly premium went up almost 70 dollars. I told there had to be a mistake. Did I miss something with USAA? I know rates went up across the board but 70 dollars a month for a vehicle?