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USAA Customer Review

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jessicakoonts's Profile Image

1 out of 5 marks

Reviewed by jessicakoonts

Oct 3rd 2012

Terrible Experience, Treats Customers Like A Number

I have been with this bank for four years and let me tell you they have never been there for me! First they lost my signature card so i started geting backup withholding, i called the irs and they told me they never authorized my bank to take backup withholding.... Guess what it took them two years to correct the problem. Next i had my car insurance through them and instead of it going down (never got a ticket or accident since using them) it went up!

Their excuse, texas changed their requirements, but after two years i still should have seen a decrease. Next, i applied for a loan as a private (lowest rank in the army) and of course i was denied, but four years later with a perfect banking record and stable accounts and they still denied me! They won't approve me for a credit card nor any type of loans, how am i supposed to buy a home or build credit when my own bank of four years won't even give me a chance!

Oh and the icing on the cake, i got back from a deployment and needed to buy a livingroom set that went over their spending cap, i called to lift my limit and the rep told me that maybe i should just wait until tomorrow and that it wasn't her job to give me access to my money! So, now i am searching for a new bank and i am super excited to take my money out of their bank!

Is this review helpful? ▲ Yes 2 ▼ No 0

Other USAA Reviews

Deborah S's Profile Image

Reviewed by Deborah S

Oct 1st 2009

2 out of 5 marks

Great Service UNTIL you get inaccurate information.....

I have been a customer of USAA for 10 years and have always received great service. However, recently I made a deposit of a check that I wasn't sure was good. Despite this I made several calls to customer service to see if the funds had cleared and been verified. On the 6th day after the deposit I called again and was told that the funds had cleared and had been verified. Based on this information I made a transaction using some of the funds from the deposited check. Well, the check bounced the very next day. USAA charged me a fee and took the money from the account. Charging me a fee, fine I get that, but I only used some of the money AFTER contacting customer service. I trusted the information I was given and it has cost me. After several weeks of getting the run around from the executive resolution department I was told that the bank wasn't going to do anything to correct this situation. The rep I spoke with said the other resolution team members should not have led me to believe this would be taken care of and will be "counseled". I have never had a reason to believe that information given to me from customer service representatives isn't accurate. Now I know, you can't trust anything and that USAA will not stand behind their customers when customer service representatives give them wrong information. The entire situation has been an expensive pill to swallow.

Is this review helpful? ▲ Yes 10 ▼ No 2

ignatia32's Profile Image

Reviewed by ignatia32

Nov 11th 2014

1 out of 5 marks

Veteran Denied VA Home Loan On Veteran's Day

I just posted this grievance on the usaa website under their contact and customer support center. I wanted to share it with the public to make people aware of how usaa treated this veteran on veteran's day:

'i am highly disgusted with how usaa conducts its business. I just got off the phone with our loan processor who informed me we we're denied our home loan because of how our residual income was calculated. Unfortunately, i was also told we wouldn't be getting our good faith deposit back because the appraisal already happened. With this said, help me understand how after submitting the basic information needed to calculate residual income (i. E. Our tax returns on oct 29) that this one single determining number (residual income) was finally calculated and shared with me on nov 10 after an appraisal done nov 4.

This makes no sense! We paid $350 for incompetence!! If we were going to be denied from the very beginning because of numbers from our tax returns, then why did anybody have the decency to calculate this number earlier before the appraisal or even schedule the appraisal after someone punched a few numbers into a computer calculator to get this number! And how is it that something as simple as explaining to your customer how to calculate their residual income and debt-to-income ratios can't be a part of the upfront pre-qualification process. Instead you string them along for 2 weeks, make them pay this good faith deposit, and then say sorry we finally got our act together and your numbers won't work for us. We have been banking with usaa for a long time now.

We even transferred our auto insurance over to you and this is how we are treated. This is despicable. I will be looking to change my services elsewhere and plan on sharing my experience with my online community, family, and friends of how your company is just too big and too corporate to care about anyone customer (especially this veteran). Oh yeah and of all days, today, nov 11th (veteran's day).

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