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

  1 N Norterra Pkwy Phoenix, AZ 85085-8207

• 

  USAA

  2965 Fort Campbell Blvd Clarksville, TN 37042-3021

• 

  USAA

  8950 Cypress Waters Blvd, Suite B Coppell, TX 75019

• 

  USAA

  P.O. Box 610788 Dallas, TX 75261

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:06/16/2025

  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.

  On June 10, 2025 I attempted to add my minor daughter's credit card (she is an authorized user on my account) to her apple pay wallet. In order to complete this process USAA had to verify her card either through the USAA app (which my daughter did not have on her phone) or via telephone. I called USAA on June 10th and attempted to do just this. I was told that they couldn't do it. I called again on June 16th, spoke with multiple representatives and then was sent to a resolution specialist who hung up on me. I called back again and spoke with ******* who is also a resolutions specialist and she was of no assistance at all. All I am trying to do is have my daughter's credit card (she is an authorized user on my account) added to apple pay and I am being told that because my phone number was on her account as a home number and not a mobile number (this was changed to mobile on 6/10) that I have to wait 30 days for the number to "age" on her account to be able to verify the card and add it to her apple wallet. She now has a USAA profile, the app is on her phone and despite all of these things there is no way to verify her credit card to add it to her apple wallet which is more secure than her carrying around a card that she might lose. This needs to be fixed immediately!

  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.

  Customer Answer

  Date: 06/30/2025

  Complaint: 23477501
  
  I am rejecting this response because: during my conversations with USAA prior to this BBB complaint, I was passed from agent to agent and hung up on multiple times. USAA's response, including after my identify and account verification was complete, was to stonewall me and tell me that nothing could be done without the phone number being aged on the account for 30 days despite the exact same number having already been on the account since its existence. USAA changed the number from a "home" number to a "cell" number and refuse to use any other method to complete their so called authentication/verification. Additionally, their version of me becoming "unprofessional" was refusing to accept that there was not some sort of work around or override for this ridiculous policy at which point their agents hung up on me. There has been no service provided and no resolution to date. 
  
  Regards,
  
  ***** ******

  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: 07/03/2025

  Complaint: 23477501
  
  I am rejecting this response because: ******* called me and said nothing had changed. Still no solution offered and the issue persists. 
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:06/14/2025

  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.

  I have a POA for my mother. That POA and a USAA specific POA have both been provided to USAA. My mother recently got divorced. Unfortunately her USAA online account was created by her ex husband. He is the only one that knows the username and password. He is using her accounts for his own purposes. She cannot get into her accounts. They will not delete or allow me to change her current online registration even though the only person who can access her accounts is her ex husband. My mother is 85 years old. USAA is facilitating the emotional and financial abuse being perpetrated by her ex husband. It is absolutely stunning how uncooperative USAA is being. They wont even honor my POA and allow me access to her accounts so I can set up auto payment for her insurance bills.

  Business Response

  Date: 06/24/2025

  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:06/13/2025

  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.

  I have deposited a check into my checking account on 11 June for $2000. USAA put a hold on these funds until 24 June due to overdraft. This was not my doing, this was my soon to be ex-wifes doing. With USAA withholding these funds i again will be overdrawn and unable to pay my bills on time.

  Business Response

  Date: 06/25/2025

  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:06/13/2025

  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.

  We filed a claim on May 23rd, in regards to my sons 2023 WRX. The original *** said my son's car could be fixed. We went and got 3 estimates. 1 from where USAA requested and 2 others. THey have been uploaded along with pictures. I had videos.. They said a link was sent to Rhody187 Nothing sent.. I followed up on May 30th asking for a link to be sent to sasha272 Nothing Sent email on June 5th. Again nothing. Called June 11 found out we have a new adjuster left her a message, & her boss she reached out, it was not a good call. I asked for a new adjuster, she said no and that my sons car could not be fixed, she said cshe called ***** and told them not to fix it, I called ***** and they said she had not reached out. I left her boss ****** messages on June11, 12 and 13. Also spoke for them to put a call back into me .. Still Nothing from him. I have tried calling again, USAA **** tell me there is NOTHING They can do. *** said its nor al wear and tear but how can over ***** worht of damage be normal wear and tear on a car that had less than 8000 miles on it with all the rocks that are on a city street from a bad repair job. I went ot the city and they said oh well not their problem.. according to **** ******. Also to add, she said she sent the video via text at approximatly 11 am. I did not get the email to send a video until 1253 after I asked again and again on the messages.

  Business Response

  Date: 06/26/2025

  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

  Complaint: 23464248
  
  I am rejecting this response because:  we have never received the letter.  Some lady called and said it was denied, but this is not normal wear and tear. from where the rock damage is at.. If they would send someone to look at the damage or speak to one of the places, it is also noted in the estimates that this is not normal wear and tear for a car that had less than 8000 miles on it.....  I have sent videos of how the street is with rocks that they do not even clean up....   I would like for them to send someone to actually look at the damage of the car because of where the damage is.... Talk to one of the 3 places that we got esitimates and ask them if it is normal wear and tear...  IT is not...  normal wear and tear....  One of the places (*****) is where USAA prefers and they even said it is not normal wear and tear.....  they also sent an email saying this is comprehensive insurance the other day.  We keep getting conflicting messages especially since they said the repairs could be started at ****** (*****) the place they asked us to go.....
  
  Regards,
  
  Sasha Or ******* *********

• Initial Complaint

  Date:06/13/2025

  Type:Sales and Advertising 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.

  I have full coverage on my 2025 ****** outback I had rodent damage covered under the comprehensive side of the plan. Car was taken to a NYS certified motor vehicle repair shop, shop is also a certified ****** repair center. Usaa wanted car moved to a shop of there choosing. I wanted vehicle repaired by a ****** certified mechanic. Total bill for repair was $3,189.16. Usaa only gave $1,203.00 towards the repair when added to the $500.00 deductible left me footing the extra $1,386.

  Business Response

  Date: 06/26/2025

  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:06/13/2025

  Type:Sales and Advertising 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 had a bathroom plumbing issue that resulted in our bathroom and kitchen being torn apart. We've attempted to contact ****** ****, our adjuster through USAA and his manager, numerous times for a claim update and have not heard anything back. The claim the pipes was denied but we're still waiting to hear back on whether or not the construction company may proceed with putting our kitchen back and the bathroom. Our toilet, bathtub, counters, dishwasher, sink, and cabinets have been on the back patio for 2 months. We're without kitchen counters and 1 bathroom for a family of 5. You can imagine how hectic mornings are. Were just asking for SOME type of communication from USAA. Policyholder: Claim number: Date of loss: Location of loss: Deluxe L ******* 024487894-800 April 02, 2025 ******, **

  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.

• Initial Complaint

  Date:06/12/2025

  Type:Order 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 April 29, 2025 I was in an accident with one of the member of usaa insurance company I submitted a claim # *********-800. ****** ******, the adjuster called me and I explain that my car is drivable but damage in bumper affects my tires. my car need repairs right away the other driver was cited and found at fault I summited the police report showing that. I haven't heard from them since my car was evaluated and they got the estimate my car need to be fixed or send me a check to fixed myself

  Business Response

  Date: 06/24/2025

  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:06/12/2025

  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.

  Hi USAA,I have had a lengthy and difficult claims expereince for my Condo @ **********************************. I'm getting married 7/20 and having this condo and a second rental house vacant is causing extreme financial stress as I wait for the rennovation to be completed with 2 mortgages.. The tenant moved out back in March of this year, so we're 3 months later. I've been contacted by the Contractor, "Classic Restoration" who is your authorized tradesperson. And they said they have completed all patching of holes and associated paint, and have installed 6 pre-hung doors. They are requesting a disbursement now for the work completed or they will do a work stoppage. The contractor has been unable to reach anyone in claims and I myself have left 2 messages, and sent 1 message online in the app without response. I'm not upset with my adjuster, I truly believe he has been doing the best he can for me, and has been very empathetic to my terrible situation caused by a vandalist tenant. I'm guessing your ***************** is overloaded and I have appreciation for the hard work they do.But I cannot afford to wait any longer, given the many blocks I've had so far. Please reach out so we can verify the progress and pay Classic so we can complete the job. Thank you!

  Business Response

  Date: 06/19/2025

  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:06/12/2025

  Type:Billing 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 Saturday October ******* there was a charge made from a merchant SQ *123 Computer Repair made to my fathers USAA credit card ending in 5325 in the amount of $ ******. My father had the card in his possession and assures he never made a purchase in the amount of $****** nor did he authorize. We have yet to get any resolution to this matter even when providing proof of documentation that the business does not exist when searching in website and nor will USAA provide proof showing my father made the purchase like a signed receipt or something showing my father did which he did not. I do believe this was a fraudulent charge and it really makes me upset knowing they do not care to professionally handle this matter with respect and consideration on my fathers behalf that he is telling the truth I really hope that consumers are aware of this awful response with USAA financial institution for veterans on not taking this matter seriously. I am writing on behalf of my father **** ******* ****** a veteran retired service Army.

  Business Response

  Date: 06/20/2025

  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:06/12/2025

  Type:Customer Service 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.

  Trying to get USAA customer service to change the information on my moms account. I uploaded her ID and the woman called and when I told her whoI was she refused to talk to me, I told her a durable power of attorney and she refused to take it. She didnt even offer to review it. Obviously they have no clue what a DPOA of attorney is for. This company is so far beyond ridiculous. All I want them to do is change a mailing address on my moms account and add aphone number so that we can manage her account pursue it to the power of attorney. She is 96 years old and is diagnosed with dementia and assistance. She is the widow of a lieutenant colonel who probably served her country. They wont deal with you unless you can give them the phone number thats file. Well thats a problem because that number was disconnected. When I tried to give them my number they wouldnt accept it. Basically, they refused to at the paperwork and refused to help us

  Business Response

  Date: 06/17/2025

  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.