I was just recently involved in a rear end collision with a lady that has USAA. This is a military insurance. For one they are hard to get a hold of and you can t even interact with them online at all. You have to a member. It seems like they dont want to help me in any way. I was the victim in this accident and I get treated like it was my fault. My boyfriend hurt his foot pretty bad and USAA says that because it isnt a major injury they wont pay for his medical bills or nothing. It was an injury that was involved in that accident therefore it should be paid for by USAA. Now he has to go to work and work on his foot and its not safe because he cant get nothing done about his foot. Now they are wanting to total my car out therefore Im left without a vehicle right now and Im pregnant and I have a month old son. They are wanting to give me a check for the book value of my car but I have to wait forever to get it. This will be the money that I use to get my new vehicle with. They offered us a rental until we get get the check but they wont pay for the insurance on the rental car; they should because this accident was not my fault. I would understand if I hit her but I didnt do anything wrong therefore everything should be paid for.

Watch out for USAA Mortgage Services and especially for refinancing. I refinanced with them a year or so ago and had no problems. This time it was a frustrating and stressful experience. I thought maybe I was overreacting and going nuts, but after searching online and seeing the large amounts of recent complaints, I knew this wasn't an isolated incident. For any of you other USAA members, if you go to mortgage services take a look at the reviews for refinance. You'll notice that the reviews default to sorting by highest rating to lowest...pretty funny. If you sort by date posted, you'll see that the majority of the last posts are all 1 star.

My experience echoes all the other bad ones that have been posted recently.

Poor communication, several rescheduled closing dates, no notification of cancellations or last minute (literally) cancellations, and the terms trying to be changed. Just like another individual posted, USAA was so tardy in finalizing paperwork, especially documents and information that they could have and SHOULD have gathered weeks earlier, that it caused the rate lock to expire and they had the NERVE to tell me I was responsible for fees for rate extensions or I would have to re-lock a new rate, oh and the rates were much higher (Why would I refinance now??). Well after several calls with a "supervisor", telling them 1) I will not pay any fees 2) you will pay to have my rate extended 3) Get me in the loop or I am out and taking all my business away from USAA, communication became a little better. Oh wait, no it didn't, the supervisor blew me off, never heard from him again, and the NEXT manager in line above was the one that contacted me and seemed to get things back on track. Only then did communication reach the level of what I would expect from USAA or any other financial institution.

In conclusion, over experience was POOR, WAYYYY below what I would expect from USAA. Having seen all the other similar experiences, I am not sure that I will be going back to USAA with my mortgage needs if this is how their level of service has become. I am very disappointed with USAA. For anyone else with a similar experience and suffering the same frustrating lack of communication and the closing being drug out at the expense of changing around work schedules etc to meet signing dates only to be canceled last minute, make sure to keep bugging them. Ask to speak to a supervisor or manager, if that one is not helping, get the next one above you, and above all, if the processor tries to make you accept different terms to cover for their tardiness and errors, do not accept it even if they throw the "it was only a good faith estimate." There are plenty of other lenders out there, and if they don't want to honor what they agreed to or at least close, just tell them you want what you agreed to or you are terminating pursuing a loan with them...amazing how that changes everything.

I concur with other posters on the incompetency of USAA. DO NOT use them for their mortgage services. Movers advantage may be responsive, but the loan department could not care less. You would think that a veteran and officer would get better service from a military-affilliated organization, especially after being members for 20 years. After 45 days of waiting for closing, we have still not gotten the approval. We had to cancel closing and are now just waiting in limbo with NO answers about when our family will have a home.

I have been a USAA full service customer for over 20 years. 20 years of great service, but this last experience trumps every year of previously good track record. My car was stolen from the parking lot of a mall. I reported the theft to USAA and was told that my claim would be resolved if the vehicle was not found in 2 weeks. After 2 weeks and 3 days I called not having heard anything from USAA. They told me that they started an investigation, which lasted over 90 days and resulted in the sale of my vehicle by the tow lot that recovered the stolen vehicle. During those 90 days, I used my 30 day rental coverage sparingly, not knowing when this was going to be resolved, but certainly not expecting it to take 90 days. I was dismayed when I learned that my vehicle was sold by an unscrupulous tow company and even more so when the investigation was not immediately resolved when it was learned the tow company had my vehicle and sold it.
I asked USAA to cover the additional 2 days of auto rental ($63) that I incurred in light of an unresolved claim that lasted well beyond the 2 weeks, well beyond a reasonable 30 day period, that left me without transportation or a settlement and subsequently threatened by job stability. They refused to pay the extra $63 saying that the investigation is not an unreasonable delay... "it is their job and duty". I was very angry with this lame excuse. Then I found out after the investigation was finally closed that the reason for the investigation was that I told them that I was at sears when the car was stolen, but the police officer wrote in the report that I was at the movie theatre.
After 3 months of cat and mouse with these USAA bozos (me asking what the issue is and them refusing to come out with it), no one had the decency to ask me about the discrepancy!!! THEY did not realize the Sears and the movie theatre are right next door to each over (less than 30 feet apart). Since the Sears was closed I had to go to the theatre to have them call mall security. So Mall security told the cop we called from the theatre. Obviously that does not mean I was AT the theatre! But even so, tell me please…. It took them 90 days of investigation to determine that the Sears and the theatre are next door? Wow, when all they needed to do was respect me enough to just ask the question. If that is not an unreasonable delay in resolving my claim then any investigation is carte blanch for them to stall settling a claim for years. NOW I AM LIVID!!! They won’t cover a stinking $63 after making me wait 90 days!
I am a fulltime student working a fulltime job and lost over $30, 000 in car and contents. I have been temporarily homeless, hungry, and living off of free happy hours and work lunch doggie bags waiting for this to be resolved - I have had to spend my savings, a large part of each pay check and even had to go into debt in order to replace key items, the stolen books, computer, and technology devices for my course of study... all because some idiot didn’t realize the sears and theatre were in the same place and never had the decency to ask me to explain the APPARENT and very insignificant discrepancy!!! My car was stolen and all my stuff in it. Who cares if I was in one building or the one next to it, when I came out THE CAR WAS GONE! If I was going to make this up don’t you think I would lie consistently Sears or the Theatre, or do they think I am just stupid after having been a customer for 20 YEARS!!
I am not even going to get in to how they screwed up and let the tow company use my documentation to sell my car out from under the noses of USAA! That’s an entirely different chapter of incompetence.

I am unable to make payments or check my loan balances online because USAA is refusing to grant access through their technical support group. After completing Ch 7 filing and reaffirming two car loans (combined balances are less than $13k) USAA canceled the security codes that are required to access the "make payment" part of their site. I have repeated tried the "work around" that the technical support group suggests, to no avail. As a result, I have no way to know due dates, loan balances, dates amounts were applied to my accounts and the breakdown of principal/interest. They also refuse to send amortization schedules and invoices for payments due. Having been a loyal USAA member since 1983 I am livid. I spoke with "Rachel" and "Jason" this morning at USAA in a last-ditch attempt to get this resolved. All I want to do is pay the bills for the car loans.