Complaints

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

close

Find a Location

USAA has 27 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  USAA

  9800 Fredericksburg Rd San Antonio, TX 78288-0001

• 

  USAA

  6000 Atrium Way PO Box 5452 MT Laurel, NJ 08054

• 

  USAA

  125 Prince George St Annapolis, MD 21401-1703

• 

  USAA

  Arlington, VA 22202

• 

  USAA

  5505 W Cypress St Tampa, FL 33607-1707

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:07/22/2025

  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 am power of attorney for ******* *****. She is 88 years old and blind. I have been trying to cancel her auto insurance with USAA (policy #*********) for months. I spent almost an hour on the phone with USAA in May, only to be given a bad email address for sending the **** receipt for tag forfeiture and request to cancel her auto insurance. I subsequently mailed the documents. She is still being charged for the insurance, and I cannot get anyone to talk to me.**** *****

  Business Response

  Date: 07/29/2025

  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: 07/29/2025

  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:07/18/2025

  Type:Product 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 am disabled veteran bad eyes and hearing. I have been a, member since 1973/. Your process of antiunification includes me entering my usaa number and thed my usaa pin, then your automated response indicates that you have verified the phone I an calling from. USAA to my knowledge has no protocell/procedure/policy no protocell/policy/procedure to assist me with b USAA needs. My wife and I have at least one power of attorney on file with USAA giving her the authorization to act in my behalf. IT DOSEN WORK! We have been told by our agents That a separate POW is required for my wife to act in my behalf credit card, home mortgage, car insurance, supplemental health care, it every servicer USAA offers. On June 26 I requested a replacement credit cart and was told it would take 7 to 10 business days to arrive. It is now July 12. I made tow phone inquiries and was told the card was requested ******** 27 and mailed on June 28. the next agent told me it was requesed by me on June 26 but was not processed and mailed June 30.l Why so long?????? Why does it take financial institution as large as USAA to send out a replacement credit card. By the way the fellow this morning yawned in my ear I asked him if he was awake. Does USAA not have to follow the Americans with Disabilities act???? Your tv commercials are misleading regarding the service and card USAA provided. By the way how much met profit have you made on me and my wife?? I also need a evaluation of roof to ensure it meets USAA requirements to be *********** replied to USAA Still no credit card and no responses to by last *************

  Business Response

  Date: 07/28/2025

  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: 07/29/2025

  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:07/16/2025

  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.

  I am filing this complaint against USAA ******************** for their refusal to provide a basic written statement confirming ownership status and lien position on a vehicle that I am still actively paying off.The vehicle in question is a 2024 Chevrolet Equinox EV RS, VIN: *****************. It was towed in late 2024 to PES Towing in *******, **********, and later sold without my knowledge. I am now attempting to recover this vehicle through law enforcement and the California DMV. However, USAAs refusal to issue a simple ownership confirmation letter is obstructing this process entirely.I have requested the following information in writing all of which has already been verbally confirmed to me by multiple USAA representatives:1. That USAA never received notice of a lien sale or any other communication from *** Towing or its affiliates regarding the intent to sell or dispose of this vehicle.2. That USAA never transferred, released, or otherwise issued title for this vehicle to PES Towing or any subsequent party.3. That USAA remains the legal lienholder of record, and that the loan on this vehicle is still active and unpaid.Despite confirming all three facts over the phone, every department at USAA claims they are not capable of generating a signed letter stating these facts, because they only issue preformatted documents. Ive been transferred between Claims, Loan Servicing, ***************** and ***************** and no one can take ownership of this request.This failure is now blocking me from:Filing a police report for possible vehicle theft or conversion Completing a DMV title fraud complaint Proving ownership to law enforcement, despite still being contractually bound to the loan.

  Business Response

  Date: 07/29/2025

  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: 07/29/2025

  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:07/11/2025

  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.

  In May of this year, 2025, a USAA insured driver back up into my car at full speed. He did not have a drivers license on him at the time, only a policy number that didnt even show the name of the company the policy was under. He also did not provide his name to us. We waited for a week to see if he would report the accident because we did provide our ******************************** information. He did not. After researching on our own, we were able to find the insurance he belonged with. It turned out to be USAA. When we contacted them, they told us he had still not reported ******* was now being classified as a ********* because it had been 12 days since the accident. The day that we went to file the police report however, was the day that the accident was then reported. We were certain that USAA reached out to the driver to advise him that he would be charged with a ********* if he didnt report it. Now, after weeks of going back & forth with USAA, we only just received the estimate for the accident & so we scheduled the car for repairs. The last step was to obtain a rental car. When I contacted the adjuster for the claim, I left a very detailed VM as well as an email stating that we were needing an SUV for 7/16. My call was returned & I was told they would only allow me to rent a 4-door sedan. I told the adjuster multiple times that I have three children, two in car seats, so a four-door sedan does not reasonably meet my transportation needs and is not comparable to the vehicle I lost use of, which was a ******* Palisade. Not only this, but it was unsafe for my children. ******, the adjuster I spoke with did not care. She simply stated that if I wanted an SUV I would have to pay the difference. Absurd! Especially when I was not at fault. I have already filed a complaint with the state insurance regulator, but I am also going to file a complaint with USAA as well.

  Business Response

  Date: 07/18/2025

  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:07/10/2025

  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.

  After being a long term customer of ********************** I finally had to use my insurance coverage and its been a complete waste. They have given the most minimal effort possible. There is never anyone to answer a phone until I started to get angry and fed up with the lack of support they were offering. Only to be called by an employee to offer zero effort but wanting to understand my issue. Worst company Ive worked with and will be leaving as soon as my vehicle is returned

  Business Response

  Date: 07/14/2025

  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:07/10/2025

  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 currently have usaa vehicle insurance and have a rental that should be good for 50 days but enterprise called and say its 30. Ive been reaching out since Monday leaving messages and voicemails and no calls back. I called today and had a new adjuster and called her manager also and didnt get an answer.

  Business Response

  Date: 07/20/2025

  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:07/10/2025

  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.

  15 u.s.c 1681 says I have the right to dispute inaccuracies reporting to my credit report ,I am a victim of identity theft, I have supplied user with all the legal docs to support my claim ,only for them to keep saying its verified , I requested copies of all Original contracts with my signature only for them to send over a contract without any signature I have also asked for a proper investigation with out any luck attached are copies of the contracted usaa sent me as well as all the docs for the identity theif

  Business Response

  Date: 07/18/2025

  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:07/09/2025

  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.

  I have had Usaa since 2013 and their insurance. As of June 3rd vehicle was in an accident, Usaa has ignored calls, messages, and request for almost a month now. Forcing myself to call insurance companies and business for status of repairs on vehicle. Usaa has not even sent adjuster to vehicle to assess damages, it has been over a month without vehicle and or answers as to what is happening.

  Business Response

  Date: 07/17/2025

  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: 07/17/2025

  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:07/08/2025

  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 had the worst experience thinking I could actually deposit money into my account and not be treated like a criminal. The audacity to constantly place a hold on my account because Im using my money is egregious and not how I want to ever do business. I literally have 93k in another account and they absolutely not checking for me like USAA The level of ignorance to disable my card, not reach out to me prior to inform me if you even thought it was fraudulent usage. Not to ask if it was me making charges But to place my card on hold and then close on a Sunday night is simply a horrible way to do business. Then you have to call in and go through a stupid, poorly planned and excueted security check Before u have someone on the phone for 46+ minutes give them a timeframe that this isnt a quick screening its actually a really dumb screening and your asking questions that have nothing to do with security. U close my account then ask me random things like. Did u recently buy a new phone? WHAT? Does that have to do with anything? How is that gonna keep someone out my account. Needless to say this process made me miss my flight and I made the poorly Trained vengeful *** aware. I really want someone to go listen to that recording made today. Im actively telling you I need to catch a flight u not relating how much longer it will be and now u keeping me on hold longer knowing I would miss a flight. You **** and the entire process ***** and to do that someone whose supposedly a customer is egregious After this, I want my money sent back And all holds taken off my account. What you did was wrong Ang the way in wishing it was done just subpar. Thank goodness I have my money elsewhere

  Business Response

  Date: 07/18/2025

  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:07/07/2025

  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.

  Once Great, Now Just Another Insurance Company I have been a loyal USAA customer for over 11 years. Back then, the service was outstanding I could call and speak with a real person who understood what it meant to serve Veterans and their families. They were helpful, responsive, and truly seemed to have our backs.Unfortunately, that has changed.Over the past couple of years, USAA has stopped being the company I trusted. Trying to get someone on the phone now is a frustrating maze of automated menus. When you finally do reach someone, the support feels rushed and impersonal.The final straw for me was a recent flood claim on my homeowner's policy. I was shocked to find out that damage from groundwater wasnt covered something I wasnt made aware of when I bought the policy. It felt like a bait-and-switch.USAA no longer seems to serve Veterans it serves shareholders. Im deeply disappointed to see a company that once stood for something meaningful become just another corporate entity putting profits over people.

  Business Response

  Date: 07/16/2025

  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: 07/16/2025

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