Complaints

This profile includes complaints for USAA's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  USAA

  9800 Fredericksburg Rd San Antonio, TX 78288-0001

• 

  USAA Insurance

  2241 Harvard Sacramento, CA 95815

• 

  USAA Insurance

  2180 Harvard St Sacramento, CA 95815

• 

  USAA

  1855 Telstar Dr Colorado Springs, CO 80920-1005

• 

  USAA

  Arlington, VA 22202

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/27/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hail storm came through and destroyed my property as a claim was filed with USAA on March 3rd, 2025. Since then I have had zero communication with the USAA adjuster out of Phoenix. I have called, left messages on the communication port of the USAA application. I have called many times and gotten the same run around that I can call the adjuster who doesn't call back or respond, I have asked for a manger to resolve this and no help or call back. I have never been treated this poorly by USAA during any property claim. My contractor has sent supplemental claim in and zero response from adjuster. I called again this morning and same responses given, I can call her direct extension or call and leave a message for her manager. I just want my claim paid so I can pay my contractor for work done and not get sued.

  Business Response

  Date: 07/07/2025

  Thank you for forwarding this inquiry to our office. We appreciate the opportunity to address the matter. Due to privacy concerns, we are unable to post our response for public view; however, we have provided the attached response from USAA.

  Customer Answer

  Date: 07/07/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:06/25/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is ****** ******** and Ive been going back and forth with a claims department since April with the same response well get back to you with no resolution. Quick summary: my Wedding ring is insured thru USAA, I broke it, sent it to USAA for an estimate to replace who then sent it to the maker of the ring back in April. I think they lost the ring as theyve been promising to ***** it for a month now. All I want is direction on how to get a replacement ring. The ring was insured for $5100 and Im assuming thats my budget but all of the communication I'm getting from the agent to his supervisor is well get back to you. Its been 2 months with what I thought was a simple claim. I do not have my ring, no money to get another and no answers on how this will be resolved. All of this has need documented. Ive called, text, emailed and left numerous voicemails to supervisors with no resolution. I would like for them to fulfill their promise per the policy I pay for.Can you please provide assistance, direction and connect me with someone who actually cares please?Thank you ****** ******** Claim: April 29, 2025. *********-803 Attached is the policy number GIC ********* 91C ******************************************************************* January 20, 2025 to January 20, 2026

  Business Response

  Date: 07/07/2025

  Thank you for forwarding this inquiry to our office. We appreciate the opportunity to address the matter. Due to privacy concerns, we are unable to post our response for public view; however, we have provided the attached response from USAA.

  Customer Answer

  Date: 07/07/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ****** ********

• Initial Complaint

  Date:06/24/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I co-signed for a car loan for my daughter. She just changed her insurance policy which caused both to be taken out at the same time. She forgot to put extra money into the checking account from her savings account. Due to this, she was late $0.38 for a fee according to one representative to a few dollars by another. USAA decided to hit both our credit reports for about 66 points for a late payment. Contacted them multiple times to have this taken care of. They even waived the late fees, but wont fix the credit reports of 1 month late. The representatives have told me to file requests through the 3 credit bureaus to have it taken off and fixed especially since her late fee is what caused the month late payments. Each time though USAA has said they werent going to change it to the credit bureaus. I also found that making a payment on a Friday that is 3 days prior to when its due that they already set the automatic withdraw that Friday too. So they withdrew 2 payments for that month. I not seeing that make another payment where they say they will process a refund. Which they still have not. I guess I am paid through August now. Will be looking at refinancing both vehicles as I have canceled all my insurance policies now with them. Next the cars and be done with them completely. Been with USAA since 2001 and never had a late payment with them.

  Business Response

  Date: 07/03/2025

  Thank you for forwarding this inquiry to our office.  Member concerns are important to us, and we appreciate the opportunity to address them.  Due to privacy concerns, we are unable to post a specific reply here for public view; however, we have provided the attached response from USAA.

  Customer Answer

  Date: 07/08/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  I dont agree with their response.  However, nothing I can do further for it.  I am in the process of closing all accounts with ********************** after 20 plus years with them. Dont understand how 0.38 cents late can be justified as a ***************************** with that. Especially since they never notified me that the account was late to help rectify the issue. 
  Regards,
  
  ******* ****

• Initial Complaint

  Date:06/23/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  USAA has a hold time on their mobile deposits I realize that and I was informed of it being on the 27th when they would release my funds. But I have called seven times I'm on my 6th day of without eating this is no fault of my own and I know they're punishing me because my account has went negative more than once but that is because I had a surgery in the surgeon messed up the surgery. So today I'm on my 6th day with no food and have spoken to USAA repeatedly about this and they refused to release my $800 they put a hold on for 7 days because they're treating me like a child. There is no excuse for this you know people could die waiting on their money from USAA and USAA would not do a thing they would rather make the extra $25. I believe with the emergency situation and ******** already releasing the funds to USAA, USAA should release my funds to me today I can seriously starve to death because USAA will not release my funds there's no excuse for this. I've been trying to contact the corporate office the headquarters but the customer service agents are forced to tell people that they are not allowed to talk to them. But I need somebody to contact me today I am starving here and USAA has my money like I said I know there's a hold of time but for emergency situations there's no excuse for this

  Business Response

  Date: 06/30/2025

  Thank you for forwarding
  this inquiry to our office.  Member
  concerns are important to us, and we appreciate the opportunity to address
  them.  Due to privacy concerns, we are
  unable to post a specific reply here for public view; however, we have provided
  the attached response from USAA.
  
  Respectfully,
  USAA Federal Savings Bank

  Customer Answer

  Date: 07/01/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23506616, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  Scott Weiscope

• Initial Complaint

  Date:06/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 06/21/2025 I applied for an Auto quote with USAA, I was told nothing about a membership and was unwittingly led to create one. Upon completion I was not only ineligible for auto insurance, but for all products and services, and requested my membership be terminated. I was refused, and now am a member in something I don't benefit from. I just want the membership terminated.

  Business Response

  Date: 06/26/2025

  Thank
  you for forwarding this inquiry to our office. 
  Member concerns are important to us, and we appreciate the opportunity
  to address them.  Due to privacy
  concerns, we are unable to post our response for public view; however, we have
  provided the attached response from USAA.

  Customer Answer

  Date: 06/27/2025

  Complaint: 23502733
  
  
  
  I am rejecting this response because:
  
  I feel that USAA has not been forthcoming or helpful in any of this. Their customer support never told me I would be making a membership (which they didn't mention rescinding in their response) just that I was verifying information. The excuse they use about keeping my name and address for anti-fraud reasons makes no sense, if anything it leaves me vulnerable to cyber attack if their data is breached again like back in May of 2021. If nothing else is to be done, I will begrudgingly accept that "some" of my info will forever be floating in their system, but if so much as my name or address is leaked in another data breach, I won't hesitate to pursue legal action for being fraudulently led to create a membership in the first place.

  Thank you to the BBB for standing up for me.
  
  Regards,
  
  
  
  Clayton Huffmaster

  Business Response

  Date: 07/01/2025

  Thank
  you for forwarding this inquiry to our office. 
  Member concerns are important to us, and we appreciate the opportunity
  to address them.  Due to privacy
  concerns, we are unable to post our response for public view; however, we have
  provided the attached response from USAA.

  Customer Answer

  Date: 07/02/2025

  Complaint: 23502733
  
  
  
  I am rejecting this response because:
  
  They didn't attach any information to the response, it's obvious they don't want to honor what we spoke about on the phone regarding rescinding the membership. If they want to keep a file or record that I tried to do business with them only to be jerked around for days over something that could've been resolved within the half hour after I was conned into a membership, that's perfectly fine. But I refuse to leave my personal information splayed on their website for someone to take advantage of just so they can lie through their teeth that I'm one of the "8 million members" belonging to USAA. 
  

  Thank you for all your help.

  Sincerely,

  
  Clayton Huffmaster

• Initial Complaint

  Date:06/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When I was in Philly, someone hit my car and left my dash camera call who did it. So in short, the person had USAA insurance. USAA refused to tell me the persons name while saying that someone on the policy was deceased basically saying that I should drop it. Because why would you tell me personal information but not tell me public information like who hit me which is if they stayed, I wouldve figured that out anyway. *** extension ***** was very rude, very nasty and condescending. Her manager I left a voicemail speaking generally requesting the information I called for and they said your complaint has been received and then just try toleave me all the information so I didnt even really get to let them know everything that transpired on the call and everything that she did, was literally calling me and hanging up as I left voicemails because I asked to speak with her supervisor and she refused to transfer me. It wasvery childish. She yelled at me and honestly made me feel so helpless.Regarding USAA, the driver had the coverage insurance so they said theyre not gonna even try to cover any of the damages. Im gonna have to go through my insurance company and theyre gonna have to fight them in court so USA will cover what they can.

  Business Response

  Date: 06/27/2025

  Thank you for forwarding this inquiry to our office. We appreciate the opportunity to address the matter. Due to privacy concerns, we are unable to post our response for public view; however, we have provided the attached response from USAA.

• Initial Complaint

  Date:06/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bad faith insurance claim

  Business Response

  Date: 06/27/2025

  Thank you for forwarding this inquiry to our office.We appreciate the opportunity to address the matter. Due to privacy concerns,we are unable to post our response for public view; however, we have provided the attached response from USAA.

• Initial Complaint

  Date:06/19/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We sold and delivered a car on 6/16/2025, our customer is paying using funds from **********************. We emailed the requested documents on 6/16/2025 for funding.We have never received any confirmation, email, text, etc from USAA stating that they received our documents. We called USAA on 6/19/2025 and customer service confirmed that we were funded. I tried explaining that we have never received anything from USAA including funding to our bank account.Customer service continued to repeat herself saying that we were funded but would not offer any kind of help trying find where the funds are. Finally, she hung up on me. I can understand clearly now why USAA has over 4000 complaints in only 3 years. My request is simple, I would like to paid $9788.74 by USAA.

  Business Response

  Date: 06/26/2025

  Thank you for forwarding this inquiry to our office.  Member concerns are important to us, and we appreciate the opportunity to address them.  Due to privacy concerns, we are unable to post a specific reply here for public view; however, we have provided the attached response from USAA.

• Initial Complaint

  Date:06/18/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We filed a home insurance claim with USAA February 8th, 2025. Despite us, our contractor and flooring company reaching out multiple times to our claims adjuster ****** ********* and his manager we no longer receive correspondence or help from them. We received an initial payment after paying our $2,000 deductible in April. However depsite a direct quote of work needed to be done by the contractor, USAA sent only a payment of $9292.91 instead of the necessary 13k. The 9k doesn't even cover a small portion of the area needing repairs. Our entire first floor of our bi-level home needs new flooring and trim installed as it's all open concept and the flooring can not be broken up and split.We've had our flooring company and other contractor reach out multiple times as well as have reached out ourselves. We've provided all information, measurements, pictures etc. The flooring company wrote a letter certifying that we had luxury plank flooring and what was quoted is the most like quality of what we already had.We don't receive a phone call back or even a message through the app from our adjuster. Our flooring company is needing to know if we need to send a flooring sample to be analyzed for the exact worth or if the rest of the claim will be covered so our home can be repaired. We have been without flooring for 4 months now.We've called the USAA customer service to get help and were told they could only schedule a call back with customer service and the adjuster on the line. The entire issue is our adjuster and his manager refusing to communicate with us or any of our contractors in the first place. We've been kind and patient but 4 months is extremely unprofessional and untimely. Especially when USAA voice mail recording promise a 24 hour turn around. We just want our claim to be completed and to not be left in the dark any longer.

  Business Response

  Date: 06/27/2025

  Thank you for forwarding this inquiry to our office. We appreciate the opportunity to address the matter. Due to privacy concerns, we are unable to post our response for public view; however, we have provided the attached response from USAA.

  Customer Answer

  Date: 06/27/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23488188, and find that this resolution is satisfactory to me. We hope that USAA continues to keep in contact with us through the rest of this claims process.
  
  
  
  Regards,
  
  
  
  Trevor Shay

• Initial Complaint

  Date:06/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Usaa app told me I had till the 26th to pay my car through the chat feature but did not tell me my policy would be canceled on the 14th

  Business Response

  Date: 06/25/2025

  Thank you for forwarding this inquiry to our office. We appreciate the opportunity to address the matter. Due to privacy concerns, we are unable to post our response for public view; however, we have provided the attached response from USAA.