USAA Financial Center - Colorado Springs, Colorado

Melissa L.

I am very disappointed and frustrated with USAA to say the least. I have been at my current job for 10 months and they decided to stop doing direct deposit and switched to paper checks due to change in accountants. I have been cashing checks since June of last year. Almost every time i cash my check, they place a hold on my deposit for a WEEK! And the they hold half or 3/4 of my check! I call every time to have the hold removed and instead they put in the request to basically ask their computer to remove it and not even 10 secs later it denies my request every time! I have only gotten my hold release once before the expiration date. Almost if not all my bills get pulled out automatically. They say the hold is to protect me but it’s doing the opposite. I have had reps tell me they don’t understand why there is hold when there isn’t anything on my account to call for it. I am just exhausted from repeating this same song and dance over money I have worked my butt off for.

G S.

Be careful when dealing with USAA insurance. They are very unethical and try to take advantage of customers. They attempted to severely undervalue my claim by sending me a check without my consent. I countered USAA's appraisal with an itemized list of repairs, and went to get an estimates at their authorized shop. After months of back and forth, I was eventually paid out 3 times what they initially offered.

Sheila S.

Cancelled my home insurance which was paid in advance for a full year. The refund I was told needed to go through two billing cycles before a check would be issued. Not right that you have to wait a minimum of two months. If you cancel right after a billing cycle it could be three months before a check is cut then another 7-10 business days before you could possibly get it

Infinity -. D.

USAA, you claim to care about veterans, yet you continue to disappoint those you supposedly serve. My recent experience with your customer service makes it glaringly clear that your mission is far from being aligned with true support and respect for veterans. The representative I spoke to was shockingly unhelpful and disrespectful. When asked to explain your mission statement—a basic aspect any competent employee should know—she evaded the question and resorted to putting me on hold not once, not twice, but three times, seemingly out of spite. This is the treatment your loyal veteran customers can expect?

USAA’s mission is advertised as serving those who serve, but the reality is a far cry from this claim. Instead, what I experienced was a display of incompetence and disregard that leaves veterans like me feeling alienated and furious. If this is the level of care and respect USAA shows, you are not serving veterans; you’re actively insulting them. I’m appalled at the treatment I received and have the call recorded, so I’ll let the public judge your so-called “commitment” to those who have sacrificed for their country. Be ready to prove that your mission isn’t just hollow words on a website, but right now, all you’ve proven is that you’ve mastered the art of wasting veterans’ time and patience.

Unlucky i cant add the audio of the call but will follow up with any means possible to post it as i might not be the only one going thought it.

#disrespectful #abusivestaff #negligence

Sarah D.

Appalled at the lack of service and communication we have received regarding a claim that is nearly 90 days old at this point. USAA has stopped providing quality service. So disappointed.

Bobby

This association is a shell of what it once was when Major General Joe Robles was the CEO. I spoke to about 5,000 people during my time at USAA and I personally witnessed HUNDREDS of instances where there was legitimate fraud on USAA member's accounts, I reported it and documented everything the customer told me, and USAA still did not credit the member back their funds they were entitled to. On top of this, they legitimately hurt veterans that are in need, and don't have a shred of empathy about it. I will never forget one instance speaking to a veteran on disability who was suffering from chronic pain. He was calling because he lived off disability income and USAA reversed a $600 provisional credit, putting this gentleman in the negative at the very beginning of the month when rent was due. They effectively took half of his paycheck that he had to live off of for the entire month. There was NOTHING I could do to help this gentleman. He begged me to take back the provisional credit in installments and USAA just took the full $600 without a shred of empathy for this poor gentleman and his situation. If that wasn't enough, I happen to be disabled myself and I was discriminated against and ostracized at this job because of the way I am. When I had issues, came back from medical leave and asked for accommodations, I was completely ignored. Not only did they not take my accommodations seriously, there was not a single conversation or acknowledgement of the accommodations I requested from my manager. I was told to "leave my problems at home", specifically referring to my autism. I struggle with this every single day and I believe that could be an ADA violation. I dealt with constant scrutiny, deliberate exclusion and ostracization just for being different. In addition, if you work here, prepare to suffer from major IT incidents at LEAST once a week. Whoever is writing the source code at USAA is not qualified to write robust software because we encountered bugs on several different occasions that made doing our job impossible, but they still asked us to do our job.. I specifically escalated so many IT issues that I pointed out to improve the processes and point out bugs, however literally none of these issues were ever addressed or taken seriously. Working at USAA is the definition of "You are a number on a spreadsheet". Employee satisfaction was under 30% when they gave us a survey.... They leave their veterans in terrible situations and tell them to wait 3-5 business days... Avoid working here, being a member here, giving them your business, or supporting USAA in any possible way. This company is completely riding on its old reputation and based on what I saw during my short time there, it's incomprehensible how this company functions as a unit when there is so much incompetence and apathy. Stay away at all costs...

Gus G.

I drove to the USAA service center to withdraw cash as my debit card was compromised. Two very nice ladies at the counter told me they could not dispense cash in any form. They offered to issue me a cashier's check then I could go cash it. For USAA to not have a facility with actual tellers is not very good support in a town with four major military installations in it. I have opened a Navy Federal CU account.

Pamela H.

Horrible customer service . Use to be proud to bee a member not any longer . Called three times to get my son registered for his account he has so he can access online and get an insurance quote . 1st person gave incorrect information, then had to call back and was hung up on . Will take our business elsewhere now never got account registered.