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

  6000 Atrium Way PO Box 5452 MT Laurel, NJ 08054

• 

  USAA Insurance

  3717 Modell Way Sacramento, CA 95838

• 

  USAA Insurance

  2150 River Plaza Dr Sacramento, CA 95833

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  USAA Title Services Department

  PO Box 660986 Sacramento, CA 95866

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:07/18/2022

  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 have been dealing w/USAA for over a year regarding a boat title, trying to transfer from CA to ** so that we can register our boat in **. First USAA said they never had a title, even though CA said they did. After months of calling, finally a ***** in the CEOs Office found the title is a misc folder. It appears numbers were transposed on our loan so USAA in their POOR wisdom decided to just let it sit in a folder instead of fixing the account. ***** had the acct corrected. Thought we could finally register our boat to TX. Nope, that title was lost in mail when dealing with DMV. ***** had a new title ordered; took 6-9 weeks. After not hearing anything we called today to check on it & the new electronic title arrived on Jun 24th - we were never notified & it is STILL a ** title which does ** no good, we still cannot register the boat. So we wasted another day trying to get USAA to do THEIR job & get the boat title situation corrected. "Supposedly" that is now in progress, but ***** or *****, that we spoke with from the CEOs Office kept cutting us off when we tried speaking so I have little faith of what is really happening. We have been in TX for over a year & have been trying to register our boat for over a year. Because of USAA's incompentence, we cannot use the boat because we cannot register it here. I have 2 payments left on this ******** am certain this boat will be paid off before the title comes & I fear that once the boat is paid off, that USAA will not get this resolved. We feel like we have paid for something over the past year that we cannot use & are fearful with the incompentence & lack of dutifulness from USAA that we will have to resort to legal action to get this resolved. We are begging for the assistance from BBB to help us. All we want is USAA as leinholder to do their job & get the title work completedcorrectly so that we can register our boat & use it. This is our 2nd title issue with them and we are beyond hurt and desperate.

  Business Response

  Date: 07/29/2022

  While we were unsuccessful in reaching ********************* by telephone, we provided resolution to him in writing on July 29, 2022.  Additionally, we left messages with direct point-of-contact information for ************ to call should he have additional questions.  In the interest of protecting Mr. ***** privacy, details about his accounts are not being provided.  ************ may share information with you at his discretion.      
  
  Sincerely,
  USAA ********************

• Initial Complaint

  Date:07/18/2022

  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.

  07/14/2022 Payroll deposit being held for the full 5 days. I have banked with USAA for over 10 years/12 to be exact. I have had direct deposit the entire time. My company had to issue me a paper check verses payroll direct deposit and they are holding my check for the full 5 days. I feel as if I am being discriminated against due to my credit status and of course my race. The company name is the same and this is not a personal check. This is a business check/payroll.

  Business Response

  Date: 08/01/2022

  While we were unsuccessful in reaching ************************* by telephone, we provided resolution to her in writing on 08/01/22. Additionally, we left messages with direct point-of-contact information for her to call should she have additional questions.  In the interest of protecting our members privacy, details about her accounts are not being provided.  ***************************** may share information with you at her discretion.      
  

  Sincerely,
  USAA *************** Bank

• Initial Complaint

  Date:07/18/2022

  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.

  My USAA ************** Online Balance is been astray for over a month. I called three weeks ago USAA has done nothing to address or fix the issue. I called again today and they put me on hold for 30 minutes.The issue is not the issue. The issue is that USAA wont even take the time to look into the issue. USAA uses recordings and automated selection messages and first line customer service to delay the dressing of the issue.I can not get USAA to address the problem.USAA is showing that I owe them $2000, however I downloaded all transactions (attached) and it shows a credit of $186. I want USAA to pay me for my time. $100 X 4 hours = $400

  Business Response

  Date: 08/05/2022

  While we were unsuccessful in reaching *************************** by telephone, we provided resolution to him/her in writing on 08/05/2022.  Additionally,we left messages with direct point-of-contact information for him to call should he have additional questions. In the interest of protecting our members privacy, details about his accounts are not being provided.  ****************** may share information with you at his discretion.      
  Sincerely,
  USAA ********************

• Initial Complaint

  Date:07/18/2022

  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.

  Mon. 6/27 water started pouring out of my exhaust fan. I contacted the plumber who was working upstairs and he said he didnt have anything going on that would cause a leak for me, but said there was a small leak in the bathtub. So the homeowner knew he had a leak and didnt tell me. I had another plumber come in and they determined that the upstairs leak was the source of the water in my unit. The homeowner was evasive and dismissive. He wouldnt give me his homeowners insurance for days. He offered to paint over the water stain and drill a hole to let the water drain. Finally on Thursday , over 3 days later - even though the plumber told the us that mold would start growing after 3 days, the ** gave me his insurance and we got a water mitigation *** out to determine that my entire ceiling was saturated and to install a dehumidifier. My building was built in **** and the contractor said it required a lead test but the homeowner refused to pay for it. Its two weeks later and I still have a hole in my ceiling nobody has run a lead best lead test bc the ** wont pay for it and USAA I says its not necessary even though the rule is to test all blgs before 78. My Blg was built in 76. I also asked for a mold test because the water was set sitting for more than 3 days. The contractor hired by ** did an eyeball examination by sticking a camera into a small hole in my ceiling and said he saw no evidence of microbial growth. I want a mold test and a microbial report. They taped up the hole in the ceiling but the tape falls off every time we take a shower and moisture gets into the space above my ceiling. The ** was negligent and evasive. He made the problem worse than it needs to be and now USAA is siding with him and refusing to pay for either test. Im not comfortable having a rebuild without the testing. USAA told me to file a claim with my homeowners insurance. Thats not fair. I have $1000 deductible. I didnt cause this problem. The responsible party needs to pay

  Business Response

  Date: 08/01/2022

  We contacted ********************** via telephone and we addressed the concerns directly with the complainant. In the interest of protecting the complainants privacy, we are not providing details about the conversation. The complainant may choose to share information directly with you at their discretion.
  

  Sincerely,
  

  USAA

  Customer Answer

  Date: 08/02/2022

  Complaint: 17554977
  
  I am rejecting this response because:the issue has not been resolved. USAA only paid $1000 on the claim which covers water mitigation but not rebuild of my entire ceiling which was soaked for six days due to the negligence of their insured. I tried to challenge this, and the agent said he had no evidence of negligence even though I was providing it. He took the word of the in male insured and his male plumber, who caused the leak and are covering for themselves, over my word as the witness and injured party. I have no way of submitting evidence to appeal the decision as the USAA email doesnt work. All three men involved have reason to deny the claim and dismiss the woman (me) challenging them. Working with USAA has been incredibly frustrating and disappointing. 
  
  Regards,
  
  *******************************

  Business Response

  Date: 08/10/2022

  We contacted ********************** via telephone and we addressed the concerns directly with the complainant. In the interest of protecting the complainants privacy, we are not providing details about the conversation. The complainant may choose to share information directly with you at their discretion.

  Sincerely,

  USAA

  Customer Answer

  Date: 08/16/2022

  Complaint: 17554977
  
  I am rejecting this response because: I still have a hole in my ceiling. USAA has not yet told me if they are accepting responsibility for the negligence of their insured. This complaint is not resolved. 
  
  Regards,
  
  *******************************

  Business Response

  Date: 08/26/2022

  We contacted ********************** via telephone on August 26, 2022, and we addressed the concerns directly with the complainant. In the interest of protecting the complainants privacy, we are not providing details about the conversation. The complainant may choose to share information directly with you at their discretion.

  Sincerely,

  USAA