USAA Customer Service Issues

Archive 6

The following are issues that customers reported to GetHuman about USAA customer service, archive #6. It includes a selection of 20 issue(s) reported May 20, 2021 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
I am experiencing challenges obtaining a properly signed verification of my bank accounts for housing purposes. I submitted an application with an income-controlled housing company about four weeks ago. They promptly reached out to USAA for verification; however, it took USAA approximately two weeks to provide the verification, and unfortunately, it was not signed. When requesting the signature, it was treated as a new request, causing delays. I urgently need this signature to proceed with submitting my documents to the apartment community's Compliance office. My move-in date is critical as I must vacate my current apartment by June 1st. Despite contacting customer service and requesting expedited assistance, I have not been able to connect with a specific department or individual to address this issue efficiently. Securing a simple signature has proven to be unexpectedly challenging and is hindering my housing process.
Reported by GetHuman6092532 on Thursday, May 20, 2021 5:10 PM
My spouse and I, Robert and Cynthia T., have been long-time members of USAA. We have been facing challenges in resolving an auto insurance issue for over a year. Despite staff acknowledging our problem, our requests are denied at the Manager level. We plan to file a complaint with the Maryland Insurance Commission and need a formal denial letter from USAA. Hours spent on calls with USAA have been futile. Last year, we traded in vehicles, encountering an insurance issue later with the new car. The Maryland dealer issued tags instantly with verified insurance, as was done with our previous car purchases. However, a notice of "suspension" from the MVA arrived months later, stating lack of insurance. USAA claimed I was still paying for the old car, which was traded, and the new one had no coverage. Despite assurances from agents, every resolution attempt with a Manager is declined. We hope to sort this out promptly.
Reported by GetHuman6172656 on Wednesday, June 9, 2021 4:16 PM
A fraudulent check was deposited into my account without my authorization, resulting in a negative balance of over $[redacted]. Despite proving that I did not deposit or sign the check, my account was closed, and I was expecting my tax refund, which was redirected by USAA to cover the negative balance without my consent. This has left me unable to pay my bills as I don't work or receive government assistance. I was promised a check after 10-20 days, but nothing was received due to USAA's negligence. I believe USAA is accountable for this issue as per their policy and the law. I urge USAA to rectify this situation and return my funds promptly. If not resolved, I have sought legal advice and am prepared to take further action to recover my funds.
Reported by GetHuman-jonteca on Monday, June 21, 2021 3:15 PM
Hello, I am inquiring about my father's property located at [redacted] Augusta Drive, Monument, CO [redacted]. He is currently in rehab after being hospitalized for 10 days due to an illness. A Cat 3 sewer backup has damaged the downstairs level and the clog has extended to the city line. I, Veronica D., have filed a claim (#[redacted]-[redacted]) for excavation and water mitigation for the affected area. Asbestos was discovered in the walls, resulting in the disposal of most furnishings and carpets. I personally covered the cost of fixing the line that extended to the city's pipes, totaling $12,[redacted]. Due to my father's health condition, he may need to move to assisted living, prompting the sale of the house. I am unsure how much the insurance will cover and would like clarification on the coverage details and deductible. Roto Rooter and its sister companies are managing the cleanup. Alex Paz is the project manager, Brandon Hanson was the field supervisor, and Liam O'Donnell is the restoration technician. The claims adjuster assigned to me is Danielle Crawley. Please contact me at [redacted] to discuss the next steps. Thank you.
Reported by GetHuman-irwinver on Saturday, June 26, 2021 2:01 PM
I am unable to call a US number from France. My Bank of America debit card was replaced, causing auto payments to stop for USAA. I can Venmo or use bill pay online to send my $[redacted].76 payments. To proceed, I need recipient information. My name is Leona H. S. and the other person on the insurance is David R. S. The last 4 digits of my social security number are [redacted]. My French mobile number is 33-[redacted], I cannot call outside of Europe. My email addresses are todesign4[at]yahoo.com and nonistorm[at]gmail.com. The bill ID I am trying to pay is "bill ID [redacted]86-PC001." Due to Covid, I have been stuck in France since March [redacted] and will receive my 2nd vaccine dose on July 15. After 2 weeks, I can finally return to the US for the first time.
Reported by GetHuman-todesign on Sunday, June 27, 2021 6:36 PM
I am a deployed naval officer seeking assistance in obtaining an authorization letter to ship my truck from Guam back to the continental US. Following my deployment, I have a two-week window to ship the vehicle, during which time I may not be reachable until my return in September. I must provide a legible copy of my vehicle registration and a lien holder authorization letter. My loan number is [redacted], transit/routing ID [redacted]69. The address associated with the account is for JULIAN C HOEDTKE at [redacted] N HILLS DR, HOLLYWOOD FL 33[redacted]. Currently stationed at [redacted] Chalan Jesus Grace, Talofofo Guam [redacted], I kindly request support in obtaining this required documentation. My personal email is [redacted], and my work email is available for early access if possible.
Reported by GetHuman-suppo on Monday, June 28, 2021 11:54 AM
I recently purchased and then cancelled my roadside assistance insurance with USAA for my car. When inquiring about proof of coverage to present to a service provider, I was informed that USAA does not provide a card similar to AAA. They provided me with a phone number, [redacted], which leads to an automated system with menu options. In times of emergency, dealing with a computer-generated response is the last thing my wife or I need. We prefer speaking to a person during such situations. Therefore, I have decided to remove this feature from my policy and am now considering switching to a different auto insurance provider. This experience has left me very disappointed in USAA after being a loyal customer for many years. Sincerely, L Johnson #[redacted]
Reported by GetHuman6486225 on Friday, August 20, 2021 4:45 PM
Dear USAA, I hope this message finds you well. I am Juan R., a retired National Guard Reserve and a longtime customer of your bank. Recently, my account was closed without any explanation, but I understand. I currently have an issue with a remaining balance of approximately $[redacted]. Your team sent out checks as a resolution, but I am unable to cash them as I am traveling abroad for the next year. I kindly request that you cancel or void the checks and transfer the funds to my Synchrony bank account. I will provide you with the check numbers and my Synchrony account information once you confirm. Thank you for your assistance. Sincerely, Juan R.
Reported by GetHuman6534530 on Tuesday, August 31, 2021 7:54 PM
I regret joining USAA. My husband, a retired USAF veteran, has dementia, and I handle most daily activities. Transitioning from Hartford to USAA for better military support has been a nightmare. Dealing with six representatives on hold multiple times has been frustrating. One even caused me to cry by claiming I had no policies with them, despite a bill on my computer. The call center was sympathetic but uninformed. Receiving a bill listing my husband as a driver, despite me clarifying I'm the only driver, led to another 30 minutes on hold. The repeated errors and misinformation make me doubt staying with USAA. The inconsistency and lack of knowledge from representatives have left me questioning their competence. Alice K.
Reported by GetHuman6582177 on Friday, September 10, 2021 1:45 PM
I have been trying for 2 hours to update my email address. Every time I reach out, I get prompted to verify my identity with a code word, but the issue is that the email I need to access is under outlook.com, which requires a paid subscription. This barrier hinders me from receiving the verification code. I plan to switch back to windstream.net for email services. I need assistance from a representative who can confirm my identity using alternative information like my social security number, birthdate, or my USAA credit card details. If not, I suggest sending correspondence via mail instead of email. Thank you. Walter L Williams [redacted]
Reported by GetHuman-aqxlts on Saturday, September 25, 2021 4:26 PM
I'm seeking assistance regarding my USAA bank account. I attempted to log in, but my pin was not accepted, prompting the account to be locked. USAA requested I call, but my limited phone connection makes this difficult. Please ask USAA Bank to call me at 84 [redacted]23 (local: [redacted]) by dialing 1-84 and dropping the first 0. I need clarification on whether a debit card was issued in my name and need to restrict electronic withdrawals except for specific deposits. Kindly convey this message to USAA Bank. Thank you. Vincent John Harackiewicz Jr. SSAN: [redacted] 48 [redacted]
Reported by GetHuman-jhvn on Saturday, October 2, 2021 2:26 AM
In November, I filed a claim for weather damage caused by a tornado that destroyed two buildings on my property. After processing the claim, I received a check from USAA. The paperwork mentioned an additional $2,[redacted] upon completing the repairs, which I've now done for the two buildings that were not fully covered by the initial check. Despite delays due to the virus, bad weather, health concerns, and contractor issues, we have finished the repairs. I have photos of the buildings and accompanying paperwork. I am unsure of the individual's name who initially assisted me. I would appreciate guidance on who to contact or where to send the documentation to finalize the claim. Thank you. Regards, M. Stiles [redacted] CR [redacted] Whitewright, TX [redacted]
Reported by GetHuman-msranch on Monday, October 4, 2021 6:48 PM
I have been a member since [redacted] with account number [redacted]4. Recently, I made a payment of $[redacted], but I noticed there were two charges of $[redacted] taken out, causing an overdraft of $[redacted]. This error impacted my other accounts. When I contacted customer service on October 7th, the initial representative was unable to resolve the issue due to technical difficulties. I called back and a helpful lady requested that I wait ten days for the correction. I am frustrated as to why the first representative did not have this information and why I have to wait for your error. In the past, for my mistake, I was penalized with late fees and expected to pay immediately. Once this matter is resolved, I intend to close my account. On a positive note, social media allows me to share my experiences with a larger audience.
Reported by GetHuman-dccheyen on Friday, October 8, 2021 12:59 PM
I have canceled my home insurance for the property at [redacted] Versailles Drive in Tampa, Florida, and asked for a refund to be deposited into my USAA Checking account. Unfortunately, I am currently in Phuket, Thailand, and instead of a deposit, I received a check by regular mail. I am concerned about the risks involved in sending a check internationally and then back to the USA if it goes missing. I kindly request that the check, number [redacted] dated 09/08/[redacted], be canceled, and the $1,[redacted].51 refund be credited directly to my checking account. Thank you. - Robert M. Traister
Reported by GetHuman6695207 on Monday, October 11, 2021 8:47 AM
I updated my account PIN on Nov 3 due to a scam issue. However, on Nov 4, I was locked out before changing my username and password. I filed a scam report that same day and kept updating it. On Nov 9, USAA called me at work to discuss personal information changes. After a frustrating call back that day, I spoke with a calmer representative the next morning who apologized and noted my situation on my account. Despite follow-up calls since Nov 12, I haven't received a resolution. While I receive credit card notifications, I can't transfer funds or pay bills. I'm seeking assistance to recover my accounts.
Reported by GetHuman6808037 on Sunday, November 14, 2021 10:42 PM
We want to express our gratitude to USAA for their years of service. After being with them for 24 and 17 years, we were surprised to receive notice that all our accounts would be closed in a month without explanation. Despite spending a day on the phone, we were unable to resolve the issue or get a clear answer as to why. My husband, an active duty Lt. Col. in the Air Force, had significant assets with USAA and we were disheartened by the lack of communication. This prompted us to look for another bank, leading us to a credit union offering better rates and customer service. We plan to inform our military contacts about this experience. Transitioning from a bank we trusted to one that closed our accounts without sufficient communication has been disappointing, but we are hopeful for better service moving forward.
Reported by GetHuman6812305 on Tuesday, November 16, 2021 2:41 AM
Subject: Unauthorized Credit Card Communication Dear Sir/Madam, I, Karan C., residing at [redacted] Windy Hill Rd., Dallas, TX [redacted], recently received a letter dated November 4, [redacted] regarding changes to a USAA credit card agreement. I wish to clarify that I have never had any affiliation with USAA, nor have I applied for a credit card with them. Therefore, if there is an existing USAA credit card in my name, I request for its immediate cancellation as I did not authorize it. This alarming communication has raised concerns about potential identity theft or fraud using my personal information. I urge you to promptly investigate this matter, cancel any unauthorized card associated with my name, and inform the relevant authorities regarding this issue. I appreciate your urgent attention to this matter. Sincerely, Karan C. [redacted] [redacted]
Reported by GetHuman6863275 on Wednesday, December 1, 2021 9:58 PM
My client was in a side-swipe incident with your insured, Adam McDonald, where they were both in the same lane in front of a slow-moving dump truck. My client signaled to change lanes, checked for clearance, and began the lane change. However, Adam accelerated and was already in the right lane, resulting in a collision between the two vehicles. The South Jordan Police were notified (Report #SJ[redacted]) but no citations were issued. Both parties believe that they should cover the repairs for their own vehicles since it appears that neither party is solely at fault. Adam has initiated a claim against our insured following the incident.
Reported by GetHuman6870010 on Friday, December 3, 2021 5:30 PM
Phone Service Experience Feedback I recently had a frustrating experience with the phone service at USAA. When I called to inquire about an important email, the automated system repeatedly failed to connect me with a representative, eventually hanging up on me. Upon redialing, the system informed me of a lengthy 25-minute wait time. As a long-time customer of USAA, I am disappointed by the decline in customer service standards. After 44 years of loyalty and various services with them, such as checking, savings, loans, and insurance, it's disheartening to feel disregarded by a system that seems more concerned with efficiency than genuine assistance. Given the issues faced during this interaction, my spouse and I, both active seniors, are considering exploring alternative options come next spring. It's a shame to see a once highly regarded company like USAA fall short in providing adequate support to its customers.
Reported by GetHuman6880692 on Monday, December 6, 2021 8:20 PM
My son K. and his wife are using my [redacted] Dodge RAM Rebel to move to his new duty station in Alaska. Currently, he is stuck on the side of the road in -8 degrees with no gas to reach the nearest gas station that is open. This is about a three-hour walk because no one will stop to help. I urgently need someone to provide roadside assistance before they freeze. My wife is also contacting the international number for help, but they seem unsure of what to do. Contact me so I can give you the exact location to assist them. They are stranded on the Alaskan Highway, Yukon Junction 37 before Watson. -R. Perrin
Reported by GetHuman-perrinrj on Thursday, December 9, 2021 1:54 PM

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