USAA Corporate Office

USAA corporate office headquarters location, phone number, address and feedback

Please find details for the USAA corporate office below. We do our best to keep this information current, but if you are aware of any updates to the USAA corporate office headquarters information we have, please feel free to submit an update.

Corporate Office Address:
United Services Automobile Association
9800 Fredericksburg Road
San Antonio, TX 78288
United States
Phone: 210-456-1800

USAA Corporate Office Comments

Add your feedback about USAA -->

08
Dec

Posted by Anonymous


12/8/16 8:17AM

I have been a member with USAA for the pat 2 to 3 years, I was just recently in a car accident and worse than the accident the unprofessionalism I have had to deal with concerning this company is appalling. For over a week I have been trying to talk to a manager and/or a supervisor, and all I have gotten is the run around and excuses. I am filing criminal charges against the girl that rear ended me and in my opinion USAA should be included in the criminal charges as well. To have been in an accident but to feel worse about my X-insurance company than I do about the actual car accident says a lot about your organization. My husband is former Military and I begged him to get with your organization BIG MISTAKE on my part. I work for the Military and I see thousands of soldiers a year and have referred hundreds of active soldiers and or veterans to your very organization that will no longer happen as I will no longer be affiliated with your organization myself. It is more than apparent my businesst important or valued with this organization.

20
Nov

Posted by willy peter


11/20/16 8:36AM

I am a disabled vet who currently has two vehicles insured with your company. My wife was involved in an accident in April that is still not repaired because you have not approved the parts. Last week you finally approved one required part and the body shop took care of it. Of course, due to a decision on your part, the body shop had to do previously work on it so they were not compensated for labor or materials. This will be remedied because my mechanic does not work for you for free just because you make poor decisions. He has repeatedly brought this information on required parts to the adjustor and company officials only to be denied. I now have a vehicle which nobody on the USAA pay roll would accept as being fully repaired and still fighting 6 months later to get the problem resolved. This is how it's going to be taken care of. You will call Fish and get a list of repairs required. You will pay Fish for repairs done on your decision and he will be fully compensated for his work. I will drop off my wife's vehicle on Monday 28 November for repairs one way or another. My wife will need another vehicle to drive during the time being. That vehicle will be dropped off at the house for her to use or I'm sure that one way or another she will recover lost wages. I've done all I could to work with you in a polite and professional approach. The gloves are off and the ball is in your court. Make it happen. When the work is done then the rental agency can come pick it up. Never in my life have I seen business done by a company that is so proud of their services rendered nor taken advantage of the military community as a whole. I am still considering visiting San Antonio to make a TV/internet commercial about my happiness and satisfaction for your services rendered to a disabled veteran.

21
Oct

Posted by Frustrated Customer


10/21/15 3:21PM

I have been with USAA for over 15 years and have not had a problem until now. I had a joint checking account and have since requested to USAA to have the individual from the account. Filled out all the paperwork that was required. Although USAA claim that the account is no longer joint, they have been unsuccessful in completely removing the individual from the account. I know this because as of date the person continues to receive daily alerts via text concerning my bank account. They receive text alerts on how much money is in my account to balances to how much money is spent from the account on a daily basis. I have been getting the run around for over 3 months with USAA reps that clearly seems that they have no clue on what they are doing. I have been calling regularly and every time I speak with someone different that conveys to me that he/she has fixed the problem and it is no more. Has anyone ever run into this kind of problem and was it ever fixed? I am not sure, but I think what is happening with my account is illegal to be sending daily information to someone that is no longer on an account. I am thinking about seeking legal counsel in how to rectify this matter.

11
Aug

Posted by SUSANNES44


8/11/15 10:03AM

I have ben a member of USAA since 1988. I have recently, in the last few years have had difficulty in working online. Code words have especially difficult. For reasons that are not understandable. My family and I rely upon USAA for home, auto and investment advice. My father, George Alexander (now deceased) was a leader in the Army (he lived on top of the Eifel Tower for 6 months as he was responsible for forward advances to the invasion of Germany.

26
Jan

Posted by Drew mayhall


1/26/15 5:47PM

My wife was involved in a accident over a week ago my vehicle is still sitting in a business parking lot where they were supposed to pick it up from meanwhile I sit here wondering if its totaled or not and there customer service person tells me to keep calling back till they tow it why don't you lazy people do your job you don't have to call me and remind me to make my insurance payment !!!!!!!

16
Sep

Posted by Anonymous


9/16/14 10:22PM

An unauthorized action was taken to redeem / distribute funds from my USAA IRA account on afternoon of 9/11/2014. USAA representative contacted me on morning 9/12/2014 to note this and I informed him that I had not authorized this action. We agreed to freeze account and lock electronic access. I was told I would be contacted by USAA "security". I have attempted starting on afternoon of 9/15/2014 to follow up and determine what actions were being taken and status of process to recover these funds. Several calls to USAA Web Support / Phone Center representatives and none have been able to connect me to USAA "security" as of COB 9/16/2014. My last contract at USAA was also UNABLE to connect to USAA "security", BUT did informed me that my message has been forwarded by him electronically to a "security" POC who will call me 9/17/2014. With no active account log on I am at a lose as to who to contact in order to confirm that my account is being reviewed and corrective action is being taken to cancel / revoke this action. Is my next step to contact USAA via registered letter or seek legal support to make inquiry or contacting SEC's Investment Management Division?

03
Sep

Posted by k.e. myers, jr


9/3/14 9:31AM

I've moved all my VA Checks to USAA a few years ago. Since doing so, I've had more problems with your direct deposit/automatic bill payments. However, after as many problems I've incurred, I'm most upset over you taking my direct deposit and sitting on it although you have drafted the funds from my checking. If, you monthly deposit my money, show withdrawal to pay your very own credit card department, but do not release the use of those funds back to me instantly, then you are violating the use age of my funds for 7 days on a government direct deposit. The mistake that overdrew my account was your facility not putting the funds in the proper account causing me to use funds that eventually returned a payment which in turn overdrew me with your return fees that overdrew my account. Now, you take my $300.00 mthly payment, freeze it for seven days for 2 months for a mistake your antiquated Electric Fund Transfers. Here is my complaint. Either remove the 7 day hold on my funds and allow my use of the funds at the time you show its withdrawal. Many years ago, I served as the Compliance Officer for a minority owned bank. It was also my pleasure to have participated in getting legislation approval allowing Credit Unions to start offering Checking Services. It is very disappointing to have read so many complaints by your customers, yet I closed out a 45Year account with Chase, as they were the last bank to buy out my original home bank. So, I will await a response from your services. If, this is unresolvable, then I will have to contact other resources to resolve it as I see fit. A copy of this, and all phone records have been saved. Each individual I've spoken with has had no ability to even forward me to the corporate office. These documents are not for legal matters, as I'm not interested in the least about the law. However, my possible next step is my federal representatives, who can get to the official that can confront and resolve my issues.

26
Aug

Posted by gbb4u


8/26/14 1:53PM

such POOR customer service. Simply an embarrassment for USAA. doing a simple move from an individual Mutual Fund to putting it into my Living Trust. So far over 8 calls- USAA has no clue what to do, they are asking ME for advice. I changed other accounts with Fidelity, BofA- not a problem. Going on a week now and still USAA can't seem to figure this out and have the situation resolved with new checks. Unbelievable the poor quality of service and simply process comprehension.

25
Aug

Posted by qdcollins


8/25/14 11:41AM

USAA has been a very good company to deal with and they are prompt in collecting their premiums; but, heaven forbid that you have a property claim. Short of reading you your Miranda rights, fingerprinting and mug shots they basically treat you and your family like criminals - which delays payment of claims (per their policy) and ultimately incurs more hardships on the family and further damage to the house (after fire) that only exacerbates the original claim. I am almost at the point where I am going to change insurance companies, even thoug I am almost a 20 year customer and still serving in the military. I warn - beware of the lure of low cost insurance, there are ultimately serious costs added

11
Jul

Posted by andyo19d40


7/11/14 7:24AM

USAA communication with their customers is by far the worst I have ever experienced. They assign you a processor when trying to get a home loan that will send you an email stating that they are your one point of contact. Well with my experience this one point of contact is never available. I would call several times a day and only get a voicemail. This voicemail would state leave your name and number and I will return your call by the end of the business day. Yeah that never happened. Then finally after an email complaining I get an email stating I have been trying to call you at a number that was incorrect. This tells me they are not even checking their voicemail since I left my name and correct phone number. I would send emails and very rarely get a reply. I would download requested documents and email them to this one point of contact and then get a notification stating I still need to download the same documents. They sent me a notification of a deadline to get all documents into them or they would cancel my process. Funny thing is the documents they needed couldn't be possible until after I sold the house I currently live in and that wasn't happening for another couple of weeks. They have a copy of the contract for the house I was selling with all the dates and I have personally told them what day I was closing on the house I was selling and was assured it wouldn't be a problem. Unrealistic expectations. Then to top it all off, they make you pay a 350 dollar good faith payment to even start the applicaiton process and tell you its non-refundable. Most lenders don't get a dime until they get you to closing. I believe USAA does this to prevent people from just quiting them. If they get someone even a little invested maybe they will stick it out through their incompetence. Everytime I call I get another excuse. First its we will send out an email to the supervisors and you should get a call back by close of business. When close of business comes and I call them back I get well they have 24 hours to contact you. That 24 hour mark came and went two hours ago. Who is holding anyone at USAA to their own standards. Why does the standard change with every phone call? USAA may have suckered me out of 350 dollars and wasted my time but I will ensure I share my experience with all friends, family, and Soldiers. For someone who uses the military as a marketing tool and claims to do such a service to those who have served sure does not show it through their customer care and methods of business. Thank you very much for your support USAA (Sarcasim)and I'm sure nothing will come of this message as nothing came of my phone calls and previous emails.

30
Jun

Posted by Anonymous


6/30/14 3:45PM

General Robles,



Recently your insured rear end my Toyota 4 Runner causing considerable damage and disruption of my activities. I reported the accident and was told

I will receive a call within 2 business days but none came. On the third day I

called and the person on the line asked for the claim number which I wasn't

given from the start.The adjuster Veronica Garcia has not called the insured I gave them the phone # of the insured and waited again for them to call back.

I worked with the adjuster in regard with your company preferred repair shops. When I was to have my SUV repaired I was offered a car instead of an SUV. I called Veronica Garcia ext#79747 to get an SUV as I am not comfortable driving a car due to the limited vision from low riding cars. I also was doing gardening projects and need an SUV to pick up supplies, Your adjuster wouldn't return my calls and I was forced to arrange for an SUV while I was getting my vehicle repaired. I had thought that USAA insurance was a responsible company but was again disappointed when I experienced the irresponsible and rude behavior of your adjuster and your inflexible policies. i was forced to pay the difference between the car you offered and the SUV I needed. The bill was $138.00 and I expect to receive

a check to reimburse me for this expense. I will be contacting the Insurance

Commissioner if this is not handled in a timely manner.



Norma Urcia

25
Jun

Posted by Rich wants a solution...and NOW!


6/25/14 7:45AM

Grievance Dept,

I have been with USAA for a long time. I understand you were started as an on-line banking service. I also understand that you are growing. I want to promote USAA so badly, but can't because you don't offer a service that is badly needed by my children (the future of USAA). I recently talked to Belinda, #93689 and told her I wanted to talk to a senior marketing individual to find out if anybody is looking into methods for members to deposit cash into their accounts.
All three of my children are college graduates; My oldest child is already a professional; one is in Nashville taking his shot at a music career; my youngest is headed into a management job in the tourism industry also in Nashville. In the meantime, the two in nashville are working at a high end restaurant as a waiter/waitress and work on a cash basis (tips). They currently have two accounts, one with USAA and one with a bank that they hate and I will not mention. The reason for two is because they need one to deposit their cash into so they can electronically transfer into their USAA account. This process is painful and time consuming.
What they need is a way to deposit cash directly into USAA. You can't do it at an ATM; you can't do it at the UPS store (they only take checks and money orders). So what are they going to do??? Pay for a money order at UPS just to turn around and deposit the money into USAA (retorical). Does that make sense? If they HATE the bank they are depositing cash into ...and paying all sorts of service fees to boot, just to get money into USAA, there is no reason to have USAA and they might as well get rid of a step, which is USAA.
Here is my easy solution: If UPS can't/won't accept cash deposits into USAA accounts and since USAA refunds ATM fees, apply the same policy to MOney order fees. In other words, refund money order fees when the money order is purchased at the UPS outlet to deposit cash directly into a USAA account. How simple is that? This could be implemented very quickly and with little effort. Unless of course, you are not interested in providing a service to a sector of your customers that works in a cash environment. I find it hard to believe my two children are the only ones that have this problem.
Frankly, I live in VA and this is a feature that I could take advantage of during those times when I want to deposit cash into my account. Even though I have a financial center in VA Beach that does allow me to deposit cash, it is across the water (45 minute drive with lots of traffic and tunnels/bridges)and it would be so much more convienient to go to my local UPS store to do this and know that it won't cost me anything to deposit my own money.
Please respond with a call ASAP. I feel that this is a great idea and would expand your line of services. Thanks
Rich Wants a Solution...and NOW!!!
Long time USAA Member

04
Jun

Posted by skip


6/4/14 9:23AM

It is now June 4, 2014 & I have been requesting a CORRECT IRS form 1099 sense MID MARCH!! Multi Phone calls a WRONG amended 1099, More CALLS NO RESULTS. I CAN NOT YET FILE MY 2013 TAXES!! Elmer King a USAA member for 56 years!!!

15
May

Posted by Rhonda46


5/15/14 7:56AM

We have attempted to get a copy of all payments USAA show for a motorcycle loan., As of yet this seem to be impossible. It's to the point we are going to have to have an lawyer send a letter. Customer Service and response has to get better.

07
May

Posted by Janice May White


5/7/14 9:13AM

What is happening with USAA? There was a day when it was number one, but now it appears I find it difficult to get simple answers or anyone who is competent. My experience today is regarding my checking account. There is a comment on my statement that reads DEBIT NOTIFICATION. When I called and spoke to Mia?she couldn't answer it. She wanted to transfer me to another department. I don't want to spend the entire day waiting for an answer that should take seconds to receive. I then called back and asked (Winella?) for a supervisor and she took the prize for STUCK ON STUPID. I don't want to hear I UNDERSTAND YOU MRS. WHITE, I want an answer. Next I asked for headquarter numbers which she refused to give me and gave me the run around asking why I wanted it. She wouldn't give it to me and if I were working in Headquarters I wouldn't want it given out either. You would probably need to hire another work force just to take care of complaints. The final blow was when I asked her who the new CEO was and she didn't know. I asked her if she cared to know and she said NO. I see I am not the only unhappy person with USAA!

24
Apr

Posted by PatriciaRivera


4/24/14 2:43PM

USAA has got to be the worst customer service I have ever dealt with. I'm still resolving a claim from December 2013 and it is now April 24, 2014 Not only is my claim adjuster Duane Savage refusing to give me a call back, Megan Gordon who I tried dealing with when Duane wouldn't call me back was THE RUDEST PERSON EVER, she in fact refused to transfer me to her manager. After getting her name and trying with yet another adjuster I finally got a manager to return my call. She ended up not knowing why my adjuster was not returning my calls but claimed to only be able to extend my rental through Duane who wasn't in the office, and as far as I know has never been in the office according to his voicemail. DUANE SAVAGE if you ever read this, you and MEGAN GORDON are officially the worst adjusters with no respect whatsoever to anyone. I hope someone realizes that this is not the way a customer based business should function. I tried complaining to the manager, but she wouldn't even listen to me. USAA is the worst, after having an auto claim with them I have never been happier to have progressive insurance.

07
Jan

Posted by Kathy


1/7/14 7:32AM

USAA has got to be the worst insurance company I have ever had the unfortunate opportunity to deal with. I have been treated like a thief for making a claim for stolen property. I have never, never been contacted by the adjuster I have been assigned to, even though I have called numerous times. This incident is the first claim I have made and I keep getting the run around and no one ever returns phone calls. Don't bother with this company, you will get nothing but e-mails that someone is going to call you. No live person will ever do that.

18
Nov

Posted by Greekgoddessusa


11/18/13 3:53PM

We have been members for almost two years. We got the bank accounts opened ok and then we started working on insurance for the home, auto and trike. I have been with my present ins company for over 29 years. I had this insurance before I married my husband. I called back many times and was told that they would get back to me. They never did so I called. Most companies want to insure it as a regular motorcycle. I told him sorry I am not taking a $16,000.00 loss if we get hit. He told me he couldn't tell me how much for the policy till after we changed to them. I told him that I was not changing without knowing the price and the coverage and it needed to be in writing first. He said that he would get back to me. My husband has had three major surgeries and physical therapy and in April it will be two years and we are still waiting. My reason for leaving a comment today is because I am writing Ret. Major General, Josue Robles, Jr. CEO of USAA Corporation to tell him to read these comments and to tell him to close our accounts. My husband is a Vietnam Era VET. Just another slap in the face to them.

04
Nov

Posted by Anonymous


11/4/13 5:04PM

I have been a customer since 2002. I have retired and had to claim bankruptcy due to high medical bills and high rates for housing. After I filed bankruptcy I have found out that I can no longer use the USAA services and I am restricted to the Mobile service. I cannot get the secure email and I can no longer make a deposit on line. I do not live near an USAA ATM nor do I live where I can conduct business with them. I am told that this change is to protect my security. Instead of protecting my security it has made it harder to conduct banking business. I think now I will keep my insurance with them but will change banks to one that will help me when I need it.

21
Oct

Posted by Loyal customer


10/21/13 6:13PM

Had a call today from the compliant department. What a JOKE. Nothing was resolved the rep. had no clue regarding my no fault case I am the victim here I did Not drive into the back of some ones car. All the information she gave me was false. Sandra was the NASTYEST customer service rep. I have ever dealt with, My husband served 20 years in the Army and my son is on his way to Afghanistan for the third time. And you have the nerve to tell me my no fault case is closed.Usaa would rather listen to a Ime doctor Who I saw for one hour then to listen to my family doctor whom I have had over 20 years This company should be ashamed of themselves on how they treat their clients. If it were not for the customers you would not be in business We are so disappointed In Usaa what happened to the loyalty & Respect of your customers.

27
Sep

Posted by Mrs. Sims


9/27/13 9:16AM

I was a USAA member for 12 yrs and they cancelled my auto policy. I called back to get it started again and find out what was going on and I had the call escalated only to be told it will not be restarted. So I started a claim with GEICO. My new policy with GEICO is $49 dollars less then the policy with USAA. I am a government worker and was not getting the best rate or service with USAA who claims to cater to military and government workers. I had my policy cancelled in May and it is now the end of Sept 2013. USAA has still been automatically debiting my checking account $142 dollars on a policy that was cancelled by them in May. They owe me $568 dollars and I called them and brought it to their attention on Sept 23,2013. They have yet to electronically transfer my refund back into the same checking account that they have been wrongfully stealing from for the past four months. I will never recommend USAA to anyone. I work with the Military Active duty every day large numbers and I am spreading the word on my horrible experience with them.

18
Aug

Posted by Lee


8/18/13 11:47AM

A tree fell on our house 7 weeks ago and USAA has not been able to contact adjuster in a timely manner so here we sit in a Holiday Inn waiting and waiting. My husband is a 76 year old veteran and this is the way they treat veterans-what a bold faced lie.
Mr.Robles-you should be ashamed of your company and their mistreatment of veterans.
Can anyone help us???????????????

01
Jul

Posted by Anonymous


7/1/13 6:42AM

A member for 26 years. This is no longer the company I knew. Not sure what has happened, but service extremely poor, knowlege of employees is pitiful. I know more about USAA then most of the people I speak with. Promises they will call you back within the day are broken.

18
Jun

Posted by MBATom


6/18/13 2:23PM

I joined USAA after hearing that they were a great company with great customer satisfaction. I served eight years in the military and had heard some good things about them years ago. I called them and compared my current home owners and auto policy rates against what they could offer. They saved me some money, though not a lot. Still they seemed very helpful and were very courteous on the phone. All the discounts they gave my family were based on us moving over all our insurance policies and opening a checking/savings account with them. For the first year, things were great. Then they did a 'policy review' over the phone and a month later my auto insurance increased from $280 a month to $391, which is a $1,332 annual increase. This increase was done without any notification or justification. So I called to find out why. They were unable to tell me why there was an increase. All the drivers on the policy were the same, all the vehicles were the same, and there were no accidents, claims, or traffic violations. They said sometimes the insurance just goes up and that even the actuaries can't tell you why? Really! I have had policies with three other insurance providers and none of them ever raised my rates without notifying me first and explaining the reasons for the increase. I am severely disappointed in USAA and would tell everyone, military or not, DO NOT insure with this company! They basically hook you and then try to extort money from you through premium increases that they can't explain nor justify. I wish someone would have warned me. STAY AWAY!!!

29
May

Posted by Anonymous


5/29/13 10:50AM

I am a military widow and I have been a member 12yrs. Sad to say the billing and complex billing has taken 5 months to work on correcting a billing error and its still not done.Complex billing is very rude ,lazy and makes you feel your bothering them, when really its there job! Throughout this process, I did have one constant, dilligent rep; who has tried so hard to resolve this and complex billing gave her the run around also. Her name was Brandi Vohn she symbolizes what I use to love about USAA. USAA ;if half your workers(especially complex billing) treated your customers as compassionate and as respectful as Brandi Vohn your company would excel in customer satisfaction. After 5 mths I have decided to cancel all policies and leave USAA for good.

25
May

Posted by cwhite31


5/25/13 10:57AM

To the helpful Claims adjuster and supervisor USAA office of these wonderful people. Early this year I had a break in of my resident, and to find all of my belonging stolen. The took all of my military paper work, retirement paper work from the military all of my watches 8 of them ranging from one rolex to breitling watches and some fossil given to me from my kids and father, to my TENS unit which provides therapy for my back. Now as a collectior I don't wear the watches cause I am a collector of them, nor do I keep all receipts, or take pictures of property cause I don't expect to be robbed at any time and if that's the case I have a very good insurance company USAA. Also other belonging such as TV's camera equipment wedding rings and necklace with my name on them made in Iraq, and also some home damage from the crooks that brook into my family home. Well after speaking with the claims adjuster Mr. Austin Garcia from the San Antonio Corporate branch and doing all leg work for him getting police reports and estimates on my house for the damage left behind, after giving him all the information on the police report such as detective name and numbers, which I had to pay for a report which I have not been reimbursed for I and was asked to send it to him, but also thinking I have been robbed of all belonging computers as well. I had to send it to him, now he's the claims adjuster, he is suppose to be trained to do such things like this to give the victim a break of not thinking about any of this. well overall to make this a short story my adjuster after 3 weeks of getting back to me came to me with an estimate of 10,000 dollars right no way, but with a depreciation value of 4,000 dollars and a deductible of 2,000 dollars which left me with roughly of 4,ooo and some change. lol Now with that being said I told him Mr. Garcia that, that wasn't even enough to pay for my Tens Unit which cost 3,000 dollars to replace, and let alone replace the other items in the house that were taking. and without me having pictures of my watches and other items I cant prove to them that I did have the items....according to my contract. Now iam not trying to get rich but damn can I replace the things that have been taking from me at least, to make you feel better so that you know no one is trying to play the system you USAA can even purchase the items for me and I will be glad to come pick them up, that way you know the items have been replaced. So now what iam I to do let everyone know how sorry USAA treats its clients for the military and that you just give your money away to them cause, God forbid something happens to your house or vehicle you will not get what you put in over the years of paying insurance, so people please read and re think before you sign any contract with USAA which support and stand behind their military service men and women. Please and if you USAA need a name to place with this message here it is, unsatisfied client customer yours truly, SSG White, Craig U.S Army

29
Apr

Posted by Anonymous


4/29/13 7:57AM

I have had an auto claim submitted for a month now, your claim service dept is awful. They will not return calls and are taking forever on a simple claim. Please check into this. I am now waiting on a call from a manager, hopefully they will follow through.

15
Apr

Posted by Hunter


4/15/13 7:46PM

Dear Sir or Madam: My father was a member for probably 50 years. When he needed a new roof, they hardly gave anything to get a decent roof. USAA has changed. They are not the same company. I believe that they are involved with Progressive Insurance. They are a socialistic company.

Also, today I got an email from USAA saying I was late in paying my bills. I looked and saw, that I had mailed them on the 9th, now it was the 15th of April, 2013. I called and told them this, and the girl on the other end said that because of it being tax season, could be why the mail is so late in getting here. This happens every year apparently. She said she would put a note in my file not to get charged a late fee. I have never been late, and also have been doing business with them for over 20 years. I said to her well if this has happened before, then why do they send out these emails, and not just wait until the 25th or more in April? She, of course, did not know, the computer automatically charges. I said to her, who do you think puts in the information for the computer to do that. Of course she had no answer. I also said to her that I know how many millions of dollars banks make with late fees. So, this is also what they do ON PURPOSE. They know every year that peoples' statements will probably be late, yet will still charge them a late fee instead of fixing the problem which they do not want to do. I call this stealing. It does show what kind of people are running things, and the lack of training they give to their people, and we have to take the brunt of it. After all the money all of us give to them in a year. This is nothing but treason.

12
Apr

Posted by USAA Fire Victim


4/12/13 8:52PM

We had a serious fire on Feb.5th 2013 in Newport, R.I. and the house is now unhinhabitable for a year. They stuck myself, my wife, and two teenage sons, our beagle and pets in a single 2 bed hotel room for a week. Then after complaining they split us up into two rooms where we have been now for 2 1/2 months. We found out recently that we are entitled to a 3 bedroom home just like the one we had until a permanent residence can be found.USAA has not only failed to disclose our coverages to us but has lied about the Additional Living Expenses we are entitled to and is now trying to take the packing, moving, and storage of our damaged and undamaged belongings out of our property claim money which we need to restore and replace our lifelong furnishings. We have over $8000 in out-of-pocket additonal living expenses spent on food, laundry, etc... and not a penny of it has been reimbursed to us to date. They have been given all the receipts as well as our completed property claim sheet over 3 weeks ago and they refuse to do anything to help us. They have threatened to have us kicked out of the hotel this Sunday (April 14, 2013) but at the last moment today (friday April 12th)changed it to next Friday. With no home and no money from our claim where is this family supposed to go??? The USAA preferred contractor we used to get some of the big items out of the house took our stuff and we never heard from them again until 6 weeks later when they wanted us to endorse a ten thousand dollar check for house items that fit in a 10'x10' storage space. Servpro was at the house for 4 hours on only 2 days and had 20 on site hours of service. Yet they are billing us 160 hrs. worth of work. They are now under investigation by USAA (supposedly) and are being reported to R.I. State Attorney Generals Office for fraud and attempted insurance fraud. This goes on and on. USAA is a dishonest company and preys on people at their most vulnerable time. My wife and I come from Military Families and I serve in the U.S. Merchant Marine, mostly in the Middle East and I was due back to work 2 months ago but I cannot leave my family in this horrible situation. My father is a three star retired Navy Vice-Admiral, a highly decorated Vietnam Bomber Pilot and former Captain of two U.S. Navy Aircraft Carriers. My wife's father was also in the Vietnam war a Captain in the Navy and spent 17 years in a veterans home with multiple war illnesses before passing away several years ago. Her mother raised her ten brothers and sisters alone while her husband died a slow painfull death for 17 years.Both our families have been with USAA for over 50 years individually. We have been with them for over 20 years of our marriage. And they could care less. They are denying us every coverage we have paid for, lying about what we deserve when we ask and they never answer the phone. If calls are returned it is done days later and nothing is accomplished. They DO NOT serve our military or its members and they have used our service members blood on the battlefield to build their empire as they well know service members pay their bills, are more responsible than the average civilian, and they always answer to a higher command. It is disgusting what they have and are doing to my family after living in the same home for 16 years and paying them to be there if a disaster happens. Its crimminal, immoral, and shamefull. How do their military executives sleep at night knowing that crap like this is going on. Where's the accountability? You should read my file I have been keeping. This belongs in the N.Y. Times. Maybe I should mail them a copy.

31
Mar

Posted by DMWM


3/31/13 2:06PM

This is suggestion. I feel that something could be done about the debit cards and credit cards.(I use to bank with another bank and they had your picture put on the cards. The years that I was with them I never had problems with fraud of my account.) Now I have had fraud many times and also they took everything that was in the checking account in about 15 mins on pay day.
I feel that you could do more than you are doing about this issue. I really think putting that picture would help a lot. Thank You

05
Mar

Posted by Anonymous


3/5/13 8:41AM

Mr.Robles: I am a deployed soldier serving in a combat zone and yesterday, 4 Mar 2013, I called customer service in hopes to setting up a simple checking account to pay some bills. Well after being transferred from c/s, to banking division (twice), and waiting a total of 35 min. to speak to someone, I was able to get to the correct division, I guess, and set up my account. All I wanted to do is set up a "bill pay" account. It seems no one that i spoke to could understand that. Oh yes, being transferred is a horror show because the connection was lost twice. Tough to get a outside line from Afghanistan. So finally I was told I would get a response within 24 hrs and be able to pay my bill. Well I received the message, but little did I know I had to wait another 24 hrs to input the address of the bill to be paid, when I could have done the final input steps the same day. Now I have to call back on 6 Mar, hopefully, and give them the appropriate address. Holy moley sir, 5 calls on my dime to set up a simple checking account!!! Terrible Customer Service. Makes me question all my account activity. A thought of training the initial operators to make the process quicker and less painless. Please respond with your thoughts. GL Ramsdell,

22
Jan

Posted by Anonymous


1/22/13 2:31PM

Mr. Robles,

I had a fire in my home on December 17, 2011. I have had a problem with the work that was done by Infiniti concerning a dryer vent repair that goes from my dry room to the outside of my home. The unit installed has fallen completely out of the wall twice. I constantly have to go outside to pick up and replace the basket. I have followed all of your protocol. Today I was angry and spoke with Karen Gasa, whom hung up on me. I then requested a call from Kim Mc cracken whom was just as sarcastic and rude. My account states that I was unhappy with the vent, however if the unite falls out of the wall and does not function properly, would you be happy with it? I am requesting a call from Corporate other than Ms. Mc Cracken.

USAA has always had great customer service however I can not say that for the experience I have had with Karen Agular, Karen Gasa and Kim Mc Cracken. Please bring back good customer service ! Even though Infinite is working the issue, the issue for me is the rudeness and lack of concern for the customer whom pays everyone's salary at USAA.

This issue is 12 months and 5 days old. Shame on everyone involved. Ms McCracken also stated that Infinite was not going to continue to entertain this issue. I had to remind her that I was the customer not Infinite and that i have a 3 year warranty on their repairs! What poor customer service to say that to a paying customer.


The Bracy's

17
Jan

Posted by Jo-Ann Chase


1/17/13 9:45AM

Dear Mr.Robles:



I have been a member with USAA since the early 80's and I have had an awful experience with your glass division and Safelite Auto Glass. How can a member be denied on such a minimal expense of $75.00? Please call us and e-mail us back.



Thank You

Jo-Ann Chase

Headquarters Map


Check out this cool map plotting the corporate office headquarters for major companies.

Company News

Find recent USAA company news! Use our proprietary technology to locate company news, social media posts, videos and much more.

Contact Information

USAA customer service phone number including steps to reach representatives, hours of operation, customer support links and more from ContactHelp.com.

Got an Idea?

Have an idea for USAA? Submit, rate and comment on USAA ideas by visiting IdeaIncite.com.

Scoreboard Ratings

See detailed USAA customer service rankings, employee comments and much more from our sister site.

Get Help Online

Get immediate support for your USAA support questions from HelpOwl.com.

Hours of Operation

Find USAA hours of operation for locations near you!. You can also find USAA location phone numbers, driving directions and maps.