Consumer complaint received 2025-09-07 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Problem with additional products or services purchased with the loan
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA

Complaint narrative:
To Whom it May Concern, On XXXX my house flooded due to a broken main water pipe in the condo above me. I filed a claim with USAA on XXXX. I had my house remediated by XXXX and all my items were packed up and taken into storage with XXXXXXXX XXXX XXXXXXXX. They took an inventory of what was damaged and what wasnt. Also my XXXX notified USAA all of my appliances were also damaged. USAA paid Loss of Use {$13000.00}, Dwelling {$30000.00}, XXXX {$8200.00} and XXXX XXXX XXXX {$12000.00}. I have yet to be paid for my personal property, they are stating I didnt have any damage, yet they paid {$64000.00} for the damages. All of my damaged items will not be returned because the company doesnt return damage/moldy items back to customers. USAA is stating they need to inspect my property. I explained it is all in storage waiting for them to inspection. They wanted me to have it all returned to my house. Again, XXXXXXXX XXXX XXXXXXXX doesnt return them. Also, I have replaced all the items so I can return to my house since they stopped paying for my loss of use. USAA stated they wont inspect the items in storage. I explained I live in a XXXX square foot condo, so I do not have space to return all damaged items. Also, if they return it to my hallway I will be fined, and they said it is my responsibility to get rid of the damaged items. They were very rude about it and said nothing we can do unless you return all items. The items are only in XXXX, which is XXXX miles from my house, yet they refuse to go to the location to inspect my damaged items. XXXX XXXX XXXXXXXX sent them an email stating they have 30 days to inspect the damaged property, or they will start charging storage. I have already told them to discard the items if they do not come and inspect them. They have forced me to send this complaint because of how they have treated and refuse to pay me for a coverage I pay them for. 


Sincerely, XXXX XXXX USAA Claim XXXX XXXX is XXXX XXXX Please review the following email where to pack up company provided reports and pictures for unsalvageable items. The company had over XXXX ton that were unsalvageable and disposed up. Please explain why I never received the check. They provided you with everything you need so you were supposed to pay me. 

Please also threaten you if you share letters to others saying they will send you to prison. 

How about what the new XXXX is saying so far everything is the same. The customer is terrible, they paid an auto it wasnt my fault. With this insurance claim is a disaster. The adjuster came out XXXX weeks after the claim. 


Update on your Association View this email on web USAA USAA SECURITY ZONE A MESSAGE FROM THE CEO | Honored To Serve You Fellow member, I have now had the privilege of serving as CEO of USAA for just over 90 days. Leading a team with such passion for serving our military community is the honor of a lifetime. USAA is truly a one-of-a-kind company. This is your Association, and I want to share frequent updates on our work to better serve you. 

USAA Priorities I outlined priorities for all employees on my first day. First, we must relentlessly focus on improving and delivering exceptional service, while continuously enhancing the value of your membership. To help us achieve this goal, we must : Enhance our product and delivery capabilities to offer you the most innovative and competitive products. 
Use new technology to improve member and teammate experiences. 
Advocate for those we serve to help the military community thrive emotionally, physically, financially and professionally. 
Going forward, you will hear from me quarterly and my updates will continue to center on these priorities. I will also reach out from time to time with important news and at moments that are meaningful to all of us. 

Providing Exceptional Service and Improving Based on Feedback Providing exceptional service has always set USAA apart. While we strive to offer best-in-class service in every interaction, we do not always get it right and this can be frustrating for our members. 

Guided by member and teammate feedback, I have put together dedicated teams across USAA to significantly improve the service we provide and your experience when engaging with us. One example is the authentication process for members to access USAA accounts and policies. Many have experienced difficulty with this process. We are working to create a seamless experience for members without compromising the security of your accounts or personal information. These improvements are happening alongside several others, specifically in the areas where you have given us feedback. 

Our focus is on continuously improving service and enhancing the value of your membership. To do that, we are adding to the variety of benefits you already have available to you as a USAA member, including : Sharing in USAAs Success. In XXXX, we returned {$2.00} XXXX to members through distributions, dividends, bank rebates and rewards. 
Tailored Advice and Tools. We know the unique moments you experience in your military career, as well as in everyday life, and we understand what you need to navigate successfully. With a complete picture of your financial journey, we can share more personalized advice to help you meet your goals. Plus, our advice pages cover topics like planning for a PCS, how to spot scam attempts and exploring life insurance options. 
Staying Safe and Preventing Losses. The best claim is one that never happens. We help you keep your family safe and avoid potential losses and stress through preventative measures. This includes in-home leak detection, wildfire mitigation around your property and rewarding safe driving habits. But, should the worst happen, we are here to help you build back stronger with one of the best claims teams in the industry.

Being Part of a Movement. Face the Fight is a collaborative initiative, spearheaded by USAA, focused on preventing veteran suicide. Last week, we released the coalitions latest progress report. To date, more than XXXX lives have been impacted and more than XXXX veterans have received evidence-based care through our grant-funded initiatives. Based on current data, we are on track to help save more than XXXX lives by XXXX. 
XXXX XXXX XXXX XXXX to Military Families. Through the XXXX XXXX XXXX XXXXXXXX XXXX XXXX program, we gift veterans and their families reliable transportation. We have already donated hundreds of vehicles, many of which have been retrofitted to meet recipients unique needs. 
Being There When You Need Us Exceptional service goes well beyond the everyday moments. It also means showing up in the difficult times, when our members and communities need us most. Our Association has done this time and time again, from the XXXX wildfires in California to the recent flooding in XXXX Texas. Several members of the USAA XXXX were affected by the Texas floods, some of whom lost their lives, and our hearts are with their families. Our dedicated XXXX Relations XXXX, which serves the loved ones of all USAA members who have passed, is supporting them during this difficult time. 

These extreme weather events can be devastating, and we will always have our members backs whenever and wherever we are needed. In both instances, the wildfires and the floods, our mobile response units were among the first on the ground. In California, thanks to state-of-the-art technology, we were able to assess damage and pay claims quickly, in some cases, even before members were able to return to their homes. In XXXXXXXX XXXX, I had the honor of spending time with our team, our affected members and the courageous and dedicated city , county and state officials leading the search, rescue and recovery efforts. USAA committed {$500000.00} to support these efforts, which has grown to more than {$3.00} XXXX thanks to the generosity of our members, employees and partners. It is moments like these when the true XXXX of our XXXX comes to life. It is a point of pride for me and I hope for you, too. 

Being a USAA member means being part of a community united by shared values, a commitment to service and a desire to help military families. Many of you are active in your support, and I thank you. You can also count on your XXXX to steadfastly act on your behalf and take care of our members. 

Advocating for the XXXX XXXX You have shared that part of what makes USAA special is our dedication to the causes that matter most to all of us. That is why XXXX of our key priorities is to advocate for those we serve and be a voice for change not just for members, but for the entire military community. 

Going forward, we will center our efforts on building meaningful careers, supporting financial security and promoting overall well-being, including mental health. To amplify our impact, we are mobilizing a national network of public and private partners to help build resilience across the military community. We will focus on junior enlisted service members, military spouses and children, those transitioning out of the military and wounded or ill service members and their caregivers. 

What I have shared today is only the beginning. We pride ourselves on going above for those who have gone beyond. We have much to be proud of, but we also have work to do to consistently deliver exceptional service, every day and with every interaction. I will keep you updated on our progress. Please reach out to me at XXXX with your suggestions. 

Thank you for your continued trust in USAA. Our Associations best days are ahead and I look forward to the journey with you. 
XXXX XXXX XXXX - President & CEO | IN SERVICE OF THOSE WHO SERVE We are committed to serving every member with excellence. If you have suggestions to make our Association stronger, please contact me at XXXX. 
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XXXX USAA. XXXX USAA now XXXX destroy then into the ground. 

We deserve a better everything.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation