Consumer complaint received 2025-10-28 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Problem accessing account
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AK

Complaint narrative:
Formal Complaint Against USAA From : XXXX XXXX, XXXX XXXX XXXX XXXX Consumer Financial Protection Bureau Date : XX/XX/year> Subject : USAA Is Using the XXXX  but Failing to Serve the XXXX  I am writing to file a formal complaint against USAA for a consistent pattern of poor service, misinformation, and lack of accountability. I have been a loyal USAA member for more than XXXX years, trusting this company because of its long-standing commitment to serve military members, veterans, and their families. However, it has become clear that USAA has drifted far from its founding mission. What once felt like a member-focused organization now feels like a for-profit company reading from a manual, impersonal, unresponsive, and disconnected from the realities of military life. 


XXXX. The Decline of Communication and Accuracy Over time, USAAs communication has become unreliable and inconsistent. Representatives often give incorrect information and then hide behind scripted responses. 

A recent example illustrates this problem. I took my XXXX to a dealership to have a cracked windshield replaced. When I mentioned that USAA told me they did not cover windshield repairs, the service advisor was surprised and called USAA directly. To my disbelief, the representative confirmed that USAA does cover windshield replacement. For XXXX years, I had been misinformed by USAA representatives. This kind of misinformation is unacceptable from an organization that claims to serve professionals who depend on precision, accuracy, and trust. 


XXXX. The XXXX Towing Limitation, A Policy That Fails the Military Another major issue involves USAAs restrictive towing policy. I was informed that if my car breaks down and I am more than XXXX miles from an authorized repair facility, USAA will only tow my vehicle XXXX miles. Any distance beyond that must be paid out of pocket. 

This policy might work in dense urban areas, but it is entirely unrealistic for members living in Alaska, Hawaii, or rural areas, places where authorized service facilities can be hundreds of miles away. 

My son, a XXXX XXXX XXXX XXXX, owns a XXXX XXXX  that he purchased on the XXXX XXXX  but uses on the XXXX XXXX. When his car needed repair, USAA referred him to XXXX shops they claimed could service XXXX XXXX. Both shops refused service, explaining they were not authorized XXXX facilities and lacked the equipment to work on hybrids. When my son informed USAA, he was told there were no other options and reminded again of the XXXX towing limit. 

Ultimately, XXXX Roadside Assistance, not USAA, had to arrange to tow the car back to the XXXX XXXX for proper service. 

Policies like these demonstrate how out of touch USAA has become with the needs of its members. XXXX XXXX XXXX XXXX XXXX and overseas locations often live far from authorized service centers, yet we are penalized with higher premiums and limited support. These rigid policies undermine the reliability and peace of mind military families deserve. 


XXXX. The XXXX XXXX XXXX XXXX and XXXX XXXX As a retired XXXX XXXX XXXX and former commander, I understand how critical it is for service members to have dependable support systems. When soldiers, airmen, sailors, or XXXX are distracted by avoidable personal or family issues, like being stranded on the side of the road without proper help, their readiness and focus on mission suffer. 

If a service member stationed in XXXX  or XXXX breaks down and USAA refuses to tow their vehicle beyond XXXX miles, that individual faces unnecessary stress, potential financial hardship, and anxiety about how to get to work or fulfill their duties. These are not minor inconveniences, they are readiness issues that affect morale and trust. 

USAA was once known for understanding the realities of military life, remote duty stations, frequent relocations, and deployments. Today, that understanding seems to have disappeared. 


XXXX. Repeated Misinformation and Lack of Accountability Each time I contact USAA, I receive a different answer. Representatives read from a script, and when challenged, they often transfer me to another department rather than resolving the issue. When I ask to speak to a supervisor, Im told one is unavailable. Ive been promised callbacks that never occurred, and in some cases, representatives have ended the call when I insisted on escalation. 

In one instance, I was told that my issue needed to be transferred to roadside assistance. I immediately questioned this, asking why they would transfer me when this was clearly a policy issue, not a roadside assistance issue. This constant deflection is frustrating and unprofessional. 

In another example, when a USAA member hit my car and fled the scene, I provided the tag number to USAA. Instead of pursuing the at-fault driver, I was told to file the claim through my own insurance, even though the other driver was also insured by USAA. They offered to send me a check for repairs, but I refused to pay for something that was clearly not my fault. I still can not understand how it is legal or ethical for USAA to ask one member to cover damages caused by another member. 


XXXX. The XXXX  and XXXX  Penalty, High Premiums, Low Service USAA members in XXXX  and XXXX  pay some of the highest insurance premiums in the country, yet we receive substandard service. There are fewer authorized service facilities, greater distances between repair shops, and higher transportation costs, factors USAA fails to accommodate in its policies. 

If I am paying significantly more for coverage than a member in the lower XXXX states, I should expect equal or better service, not a company that tells me my car will be sent to XXXX XXXX XXXX because it is within XXXX miles, even when that shop lacks the expertise to handle a XXXX hybrid or other complex vehicle. When I take my XXXX to the authorized dealership, even they must often call the mainland for technical assistance. That should tell USAA how limited local expertise can be, and why sending my car to a generic auto shop is unacceptable. Now I am even very concerned about driving my car in Alaska and being stranded on the highway during negative degree temperatures. 


XXXX. The Base Access Problem, Another Example of Disconnect In another case, I was on base for a meeting when my car had a flat tire. I called USAA for roadside assistance, but the towing company they dispatched could not access the base because they lacked the required clearance. As a military-focused company, USAA should have known that many of its members live or work on base and should ensure that contracted tow providers have base access. Once again, I was left to solve the problem myself, paying another company out of pocket to change a simple tire. 


XXXX. The Loss of Trust After XXXX decades with USAA, I am deeply disappointed to see how far the organization has strayed from its core values. There was a time when USAA stood for service, loyalty, and trust, values that every military member recognized and respected. Today, those values seem to have been replaced by impersonal policies, untrained representatives, and a lack of genuine care for the members who make this company possible. 

I have spent the last XXXX days trying to resolve these issues, requesting multiple times to speak with a supervisor. No one has called back. Each time I reach a new representative, I must start from the beginning, repeating my story as they read from their policy manual. I had to take a break this weekend just to give myself a mental rest from the frustration of dealing with USAA. 


XXXX. A Call for Change USAA must take immediate steps to restore trust within the military and veteran community. I urge the company to : XXXX. Re-evaluate its XXXX towing policy for states and territories with limited authorized repair facilities. 
XXXX. Provide accurate and consistent information by ensuring representatives are properly trained. 
XXXX. Establish specialized support lines for Alaska, Hawaii, and overseas members to address their unique challenges. 
XXXX. Ensure all roadside contractors have base access where military installations are common. 
XXXX. Restore accountability by requiring supervisors to return calls and follow up on unresolved issues. 
XXXX. Reaffirm the companys mission to serve, not exploit, the military community. 


Conclusion USAA is using the military but not truly serving the military. The company has lost sight of its founding purpose, to provide exceptional service to those who serve and their families. Its current policies and customer service practices are not only inconvenient but also detrimental to the readiness and well-being of active-duty personnel, veterans, and their dependents. 

I am filing this complaint not only for myself but for every service member, veteran, and family who has felt abandoned by a company that once stood for something greater. USAA must be held accountable for its declining service, inaccurate communication, and failure to uphold the trust of those who have defended this nation. 

After XXXX years of loyalty, I never imagined I would have to write a letter like this. But I refuse to stay silent while USAA continues to profit from the military community without providing the level of care, accuracy, and integrity we deserve.

Company response to consumer: Closed with explanation