USAA Bank

USAA is a pleasure to deal with. I've had homeowner's insurance with them for 34 years. I had automobile insurance with them for many years, but when my kids started driving I had to drop auto insurance. They just couldn't compete with AAA, California. Maybe I should compare again since all the kids are out of the home. Wait, I still have two of them on my insurance! I added a life insurance policy after I retired and that was a good experience. They sent a nurse to my house to take the requisite EKG. I've had a bank account (checking) with them for over 3 years. This is the best bank I've ever dealt with. It is easy to transfer money in and out of USAA, to pay bills online (for free), to set up automatic payments, even to individuals. Their debit card is great since they rebate ATM fees and don't charge anything extra overseas. I read some of the complaints here and I think they're in a distinct minority. The only complaint I have is that they charge $35 for an international wire transfer where Citibank only charges $20.00.

Posted 11/23/09 | Report Abuse

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I have been with USAA for a few years now and have numerous accounts with them including checking, 3 savings accounts, all insurances, a mutual fund, a Roth IRA, and 2 vehicles financed with them. I do have one regret-not becoming a member sooner.

I was initially skeptical because they didn't have actual branches like some banks (many of which are going under) and I realize this reduces unnecessary costs and allows them to offer the excellent cost savings and customer service they do. Every time I have needed anything, they have met and exceeded my expectations. If they hadn't, I wouldn't have moved so many of my accounts from other banks (including quite a few such as "The Bank" which have accepted and wasted government bailout money) into USAA. I started with only a checking account to see how USAA performed.

One person mentioned USAA reducing their credit when they lost their job. Any bank should do this. Their business is to protect the bank and its assets which are ultimately the assets of all members(not just yourself) while insuring you don't get in over your head. Your credit line was based on the circustances when you applied(employed and could afford the credit). Once those circumstances change, you should no longer qualify for that as you obviously have no way to pay it back. That's just common money sense.

The main thing to remember is that people always post when something goes wrong but hardly ever take the time to post when things are going right. Basically, people are quick to ridicule but slow to praise.

I do not work for USAA. I am just a satisfied US Army Staff Sergeant who looks forward to many years of continued top-notch customer service from USAA-a bank whose service has gone well beyond any of the numerous banks I've dealt with and any expectations.

I hope that more who feel the way I do will take a few moments to share their experience.

Posted 11/07/09 | Report Abuse

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I have worked with two business magazines. Some "ratings" lists tend to be like other things happening in our nation today. If a company has enough money to offer, they are able to pull the strings into their favor. Do I know if this is the case with USAA and Business Week Magazine? "No." All I am saying is, what you read in the media isn't always the truth. There are enough people on this list with disturbing experiences that speak louder than a rating in a magazine. My guess is that you possibly work with USAA.

Posted 11/05/09 | Report Abuse

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My employer went out of business on a thursday. By the end of the next week USAA had brought my lines of credit down from about 50,000. to about 2000. I had zero balances. I didn't know they watched me so closely. When you actually need the credit it may not be available.

Posted 10/09/09 | Report Abuse

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We have had account ans insurance with USAA for 5 years now. I used them previously and switched. Again, as with other people, they are great at first. Then the locked us out of our accounts and were told to speak with 1 particular fraund person. It has now been about 24 hours, and he won't return phone calls. We can't even speak to his supervisor. This is beyond ridiculous. I am pulling everything I have with them the moment, if it ever happens, that I can speack to Eric with the fraud division.

Posted 08/13/09 | Report Abuse

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USAA just raised my home insurance by over 40% without any warning. They said my fire protection rating was put in wrong. It was wrong 3 years ago when I bought the house and I fought them to reevaluate and lower it. Now it seems that they want their money back. The average home insurance for my area with similar coverage is $850 to $900 yearly. USAA wants $1460 and that includes $250 in discounts for having car insurance with them. Heck I haven't even made a claim. They talk a good game, but they are scam artists and crooks in the end.

Posted 08/04/09 | Report Abuse

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USAA just took my Home Equity Line of Credit away. Been with them for 20 years. Very good FICO,
fortunate to have a very good paying job, substancial assets/investments. All they said is my house had depreciated 20K and it did not meet the ratio critiera any longer. Talked with 3 different individuals, got some different answers and finally talked with a supervisor who seemed to explain things very well. His comment that "bankers are stupid people" helped me realize that perhaps that I should not take this personally. (this individual I talked with seemed to be very bright and knowleagable) I had my/my daughters checking/savings accounts with them, 2 motorcycles, 3 cars, homeowners insurance, HELOC, and credit cards with this institution. I always pay my bills on time, pay down my debts, accelerated my debt down on my home. In their defense, I do not have my home mortgage with them, (Wells Fargo) neither my investment properties mortgages(American Savings Bank, Bank of America, and a private investor). Basically it was my less than satisfactory experience with their motorcycle insurance division that prompted me not to think of them as first choice on these investments.

When I spoke with them, the representatives were very polite and basically told me they are a very consevative company and needed to protect me and other investors. I wouldn't say ingenuous or decieving, just skirted around some issues. I guess loyalty doesnt matter to them. Unfortunately neither does my money and future investments.

I sincerely enjoyed USAA several years ago but I have even noticed a decline with their customer service base over the last few years. I do respect their business policy/decisions but their unfortunate decision to "freeze"(remove) my Home Equity Line of Credit has prompted myself to seriously look at other financial institutions and question my loyalty to USAA in light as to what transpired this week.

Tony Arini

Posted 07/25/09 | Report Abuse

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Used to be a good company, now service is gone, and customers are just numbers. Got a mortgage through them, and the loan agent sat on all our submitted paperwork for 6 weeks without touching it. We had to fire 4 movers advantage agents for either incompetence, laziness, or severe ethics violations. The appraiser they used severely underrated the house, and used foreclosures (lied and stated they were not distressed homes) to undervalue our offer. I would not recommend either getting a VA loan or using USAA. They don't seem to care about veterans or doing their job.

They will not inform you that you will be placed as a low priority and that they have too high of a workload until after they have your money. Do yourself a favor and avoid USAA.

Posted 07/23/09 | Report Abuse

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I just got out of the military and I have had an cd account with them for about 2 years. I have tried and tried to get them to transfer my money into my checking but alls they do is say the same thing. I have about 25000 in that account and right now I am bumming off of my uncle. if anyone has any advice please reply my e-mail is Pvtusmc05@aol.com

Posted 06/23/09 | Report Abuse

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My father is a retired officer and I grew up with USAA. We used them for everything. For years he told me never to leave them because the service is so good but now I have to say that things have changed and USAA just isn't worth it.

As other reviewers have said they are great until something goes wrong. When that happens they become completely unreasonable. I have had representatives lie to me, mislead me, and commit grossly negligent errors. What's more, is that due to their errors they unapologetically pulled my online account access. That was the last straw and after arguing with them for way too long I finally wised up and switched to one of the mega-banks. To my surprise my new bank treats me a lot better, doesn't nickle and dime me the way USAA did, and is reasonable. My advice to those of you who who use USAA's banking services is to get out before they seize the opportunity to screw you.

Posted 04/03/09 | Report Abuse

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Great bank and insurance. Only rate increase was my fault due to a minor fender bender. Homeowners yearly premium just went down by $160.00. On line banking has been easy. Nice to have a debit card I can use anywhere in the world with no added fees! The only complaint I have is I was promised two calenders and have not received one. I want my calenders!!!!Other than this one glitch---USAA is definitely 40 and Blue. (Forty miles visibility and blue skies for non air force personnel)

Posted 03/30/09 | Report Abuse

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I have been with USAA for about 31 years beginning with the insurance and then the banking. About a month ago I received a call from them that I my insurance payment was due before my insurance was to expire in about 2 weeks. I had not seen the bill. I had the caller make the payment from my checking account and paid the bill in full for the year. A few days later I tried to use the online access for my bank account which I used to pay bills and as a hub for other accounts. The online feature did not work and when I called I was told that the insurance division had ended my online access. I called the insurance people and was told because I had been late on the insurance payment they ended my online bank access. The banking people told me I could do everything over the phone that I did on the internet. The next day I called to transfer money from one of my other banks to the USAA account as I could do online. They told me I could no longer do this. I then tried to stop my automatic mortgage payment since there would not be enough funds in the account. They told me it was too late to stop the payment which was going out in 2 days. I then tried to use my USAA credit cards, which were all paid off except for a few new charges. The cards would not work. I called and was told the insurance division had also cancled my credit cards. I then tried to transfer funds from a different credit card company to cover the mortgage payment. They informed me that the checking account was now also being closed.

This is all very confusing to me. I recently had about 100K in the account but had used it to pay off a rental house.

Is USAA Federal Savings Bank going under? Is it like AGI where the insurance company had purchased a bunch of bad mortgage loans?

Posted 03/23/09 | Report Abuse

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i opened a checking account with USAA 1 Feb 09. My card was to be here 7-10 business days. today is 28 Feb. i called USAA about my card and they said that the card was sent out 3 days later. i talked to a supervisor and they said that it was never sent out. now i got bills, food, and gas, that has to be paid and the only thing that they could say was sorry. well sorry ain't going keep my family and i full, get us back and forth to work, or keep a roof over our heads. this is the 5Th time that i had a problem with them. my advice that i would give is to bank with a bank that when u have problem you can go and talk to a rep inside a bank because you can call USAA. mind you i have to wait 4 more days for them to send me another card

Posted 02/28/09 | Report Abuse

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I began banking with USAA two years ago when I got married. My husband is in the Army and had nothing but great things to say about them, and until recently I would agree. He had me added to his credit card, as well as all of his banking accounts, and before he left for Iraq a month ago, my husband called to ensure that I would have no problems accessing any account or making any changes. He was assured that there would be no problems, as I had full access to all of our accounts.

However, three weeks into his deployment, our credit card number was stolen and I'm now being told that I am only an "authorized user" and do not have the authority to cancel the card, much less be told about questionable charges, order new cards for myself and my husband, or be told any information about the account other than current balance. I have spoken to four different representatives, none of whom can find any record of us calling to be sure I had full access, and none of whom have offered any way to resolve this issue other than having my husband take care of it, which he currently cannot.

We bank with USAA because they cater to military families, and I am appalled that this is their way of dealing with this situation. I have been USAAs biggest fan for the past two years, telling everyone I know about their wonderful customer service, so I am very disappointed that I am being treated this way in my familys biggest time of need. Needless to say, I will no longer be spreading the good word about USAA, and will in fact warn every military family I know to avoid trusting their financial security to USAA representatives.

Posted 02/23/09 | Report Abuse

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USAA Insurance,Bank,Investments,etc is no longer to be associated with!
I have been with USAA since 1972 when they were interested in
military customers and ALL customers. Since 2006 they have changed completely and no longer care about anything but $.
They are totally inconsiderate.

Posted 02/14/09 | Report Abuse

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As i have read through the comments from others that are displeased and say that USAA does not take care of its members and that they have lost there touch....I just want to know if this was the case why have they won back-to-back customer service champs in the business week magazine and the so called banks that you are taking your business to are not ranked as high?

Also, what other companies during this financial crisis are still able to give there members money back with insurance dividends?

Hmmmm....some need to do there research before they speak and complain just because they did not get there way. The only reason why those complain is because USAA babies its members in everyway and the one day that they are not babied because they come across a rotten apple in the bunch (Yes ALL companies have one rotten employee) they complain and threaten to leave. I just feel sorry for those that actually leave and come across a rotten apple from a non-world class military company or bank that doesn't give a crap because they are going to get bought out and lose jobs anyway.

https://www.usaa.com/inet/ent_utils/McStaticPages?key=2008_02_businessweek_award

Posted 02/13/09 | Report Abuse

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I, personally have been a member of USAA for 35 years and close family members have been members for longer than that. USAA has changed and not for the better. In fact, their banking service has become deplorable. Calling customer service is a joke. They seem to have very little understanding of banking processes and simple requests. I personally got taken in with a bait and switch practice on a car loan with them. They advertised a rate on the web site and after the loan was closed I noticed that they did not give me the rate advertised for having automatic payments. When I contacted customer service I was hung up on twice and when I thought it finally got worked out and my first payment rolled around I discovered that they did not take care of it and upon calling customer service, they had no record of my previous call. I also discovered that I was given a fictitious name by the customer service rep previously called and was told they could not track a person by the name given. Asking to speak to a manager is a joke and forget trying to lodge a complaint. But my bad experiences don't end here.

Keystroke errors are very common, particularly in my checking account. Sometimes it is only for a few cents and other times it is dollars and it adds up. Of course then I have to call customer service and well that is a joke in itself.

Yes, at one time USAA was very good but the past is over folks. They just have gotten way to big business. Time for me to make a change. My family members that are also USAA members have been experiencing the same issues I have and one has already left and though it will be a tremendous pain in the butt, I will have to do the same for my banking needs.

I do feel that the insurance part of USAA seems to me to be ok and I have had no problems there... yet so I will likely keep my insurance with USAA, but for banking, I will just say no and go elsewhere.

Posted 01/14/09 | Report Abuse

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I have been a member for 44 years and their recent actions have forced me out. I live in coastal Carolina and my HO rates jumped 300% in 2 years. they will not participate in the State Risk pool. They just increased the minimum rate to 7.75% on credit cards instead of prime plus 1.75. that currently is 5.0%. My auto insurance climbed 28% in this renewal period with no accidents nor tickets. they clearly want some members to leave-are they going public?Gerry

Posted 01/05/09 | Report Abuse

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I have been with USAA in some form (insurance, bank accounts, credit card, personal loans, car loans, savings accounts, brokerage accounts) for the past 39 years. They just denied a transfer of funds INTO my USAA checking account from my WAMU account. I don't mean a hold on the funds. I mean they wouldn't accept the $5,500. That isn't exactly a huge sum. There is something really wrong going on there. This is just unbelievable. I have retirement checks automatically deposited to those jokers. I guess I have to change banks now. They used to be good but it seems like they are trying to keep their assets low right now so they can get some of the bailout money. I am profoundly disappointed.

Posted 12/22/08 | Report Abuse

2 out of 2 people found this review helpful.

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Great banking service for military personnel.

Website Internet service is the best way

to save money and time. I will surely recommend

this Bank to my VFW and American Legion

comrades.

Posted 12/01/08 | Report Abuse

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USAA is probably the single financial institution that I have dealt with, and I have dealt with a few, that I truly think is a pleasure to deal with. The employees have consistently gone out of their way to make sure that I was getting the most effective banking and insurance that the company offered. I have been very pleased over all and would recommend this bank to any one that is looking for somewhere better to go and is eligible.

Posted 10/27/08 | Report Abuse

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hey you know.. airman needs the funds to pay his bills too on time. why be so consistent w payment method and w/o word just change it.
so we just called the owner and ask to meet them after taking out the rent$ to give them so we can get the pain in the ASS check.

by this time USAA has caused us to lose money and just unreliable for assuring us peace of mind etc. so why sit and wait for checks to clear, when they could of posted the payment out like almost 2 yrs before etc..
even had problems..although our home is covered by them along cars etc and you know current address is required etc.. after 2,3 calls after moving to new home and new car purchase also.. it took after wasting time and fake helpful REps, to update all address and contact info etc..we closed 3-28 and they update all info in late May.lol

Posted 07/12/08 | Report Abuse

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I've been a member of USAA for almost 5 years, and up until recently I had no problems. In fact, I thought USAA was great. BUT my problems began a few months ago when I began searching for auto insurance. The USAA insurance agent was rude, pushy, and a downright liar (made some serious misrepresentations). When I objected to such treatment, her immediate supervisor defended her. I finally went to the insurance commissioner. It was at that point I checked out USAA auto insurance's complaint rate. I would have thought that companies like State Farm or Allstate would rank #1 in complaints, and failures to pay claims, but no, much to my surprise USAA beat them both by a long shot.

USAA claims to be the best in the business with respect to customer service. I know this isn't true. Over the past few months, I've been treated like sh!t. The bad service has spilled over to all portions of USAA and I can't help but think that USAA is retaliating against me for making a complaint that I was entitled to make.
I am so distrustful of USAA that I am thinking of pulling all my banking, life insurance, and investments from this company. Overall, my recent experience with USAA has led me to believe that they care about their sales and bottom dollar much more than customer service and goodwill.

Posted 06/16/08 | Report Abuse

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I was a customer of USAA for years.
Note that I said "was"
USAA is no longer the agency that it once was. For more proof on this, check out this discussion thread. http://www.indeed.com/forum/cmp/USAA/05390c183c137e1e737942

Please note, as you scroll through thousands of notations and comments, that the overwhelming majority of the comments are that USAA has become a HORRIBLE company! Also note, that there are many repeat posters. Some of these posters started out defending the company (most were employees) and talking about how great it was. Next thing you know, the same issues that others complained about began to happen to them. Bottom line? Any company that treats its employees that poorly will also treat its customers that way. It's a very simple concept. For those of you that have never had to change anything about your USAA accounts, as in, no identity theft, name change, marital status change, social security number change... well, you will most likely have no complaints yet. The Problems with USAA start when something happens. Like someone at USAA enters in something wrong. LIke your social security number. Simple keystroke error, right? WRONG. Good luck getting someone that a. speaks english as a first language (most of the reps are now from india and are making minimum wages) b. understands and/or sees the problem c. cares d. actually makes the changes or jsut simply passes it onto another department which may be halfway around the country or the globe, depending.
USAA is a different company since it changed hands in January of 2006. I have pulled all my accounts with them as I was a victim of fraud and USAA did not make the correct changes to my accounts. When I tried to point out the issues, the automated system deleted my accounts because my credit history was accidentally wiped out when trying to correct the fraudulant activity. I was told that when I was able to establish a credit history, I could re-apply for a credit card with USAA and my accounts were closed by them. All of this for showing USAA where their system overlooked an issue and bringing it to their attention so that I could pay my bill! (If I had never called them, they would never have realized that I owed them money and I would still have immaculate credit history)
Still not convinced? Check out the 27 state class action lawsuits against USAA for refusing to make good on homeowners insurance policies from various hurricanes... namely KATRINA!
Or check out the rate increases in Florida for no apparent reason!
The list goes on and on.
You could also check out the lawsuit USAA has against a reporter for going public with an audio tape of a CFO of USAA talking about members and outlining goals to better the company at the expense of it's members!
Try this:
Don't take my word for it. Type into a search engine "Civil Lawsuit against USAA" and read what comes up! Read about the THOUSANDS of military personal who have lost THOUSANDS to USAA!
or you can jsut click here:
http://www.google.com/search?hl=en&q=usaa+problems&btnG=Google+Search

or here:
http://www.deferred.com/wwwboard/messages/10781.html
here:
http://feministlifev30.blogspot.com/2007/12/usaa-is-out-to-protect-usaa-not-armed.html
here:
http://www.allbusiness.com/legal/legal-services-litigation/6737007-1.html
I'm not saying there are not happy customers (and employees) with USAA, I'm jsut saying that there are a disturbing number (growing by the day) of mistreated customers and employees. But dont' take my word for it... LOOK IT UP YOURSELF! The information is all out there!

Posted 03/07/08 | Report Abuse

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I have been with USAA for over 30 years, in the last few years it appears clear to me that they have hired a consultant who is now telling them that the "average customer" is an E-5 with 4 kids and whose life event is buying a car. I think along with the consultant, they have added silly security levels and changes, including new stiff requirements for Bill Pay, which I can no longer get to work. When you email or call USAA, they act like they have solved the problems with Bill Pay except in one or two cases. I am finding it to be a much larger problem. USAA executives need to get out from behind their desks and look at who really has the asset base in the company and see to it that SOME level of management gets involved at the customer level, not just customer service reps.

Posted 02/12/08 | Report Abuse

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Excellent online banking option for those that can get it. Only offered to military, former military and their family members. They offer competitive interest rates on savings, CDs and much more! Excellent online tools and great customer service via phone.

Posted 02/07/08 | Report Abuse

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I have been a member for over 25 years. I have done all my cars and all my homes financing with USAA. Of course all my insurance and everything too.Have had to call about a problem or for special assistance only a very few times. Called recently and get hooked on the computer choice merry-go-round and cannot get a choice speak to a person on any of the menus.After I did get to a person I was met with a customer service rep who has the responsibility to help me but has no authority to do so. All I got was a review of what was wrong, (which I already knew) no suggestions on how to solve the problem. It was "adios, you are on your own" attitude. Disappointment that this, probably the best company in the country, has gone the corporate route of dissing little customers.

Posted 01/29/08 | Report Abuse

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I love this bank. One time I had been visiting out of town and the next day, a Sunday, I got a call from them inquiring whether I had used my debit card 4 times in that city, which I had not, but I had used it once for lunch. They immediately took all the charges off and issued a new card. I have never heard of a bank calling on a Sunday.
The people are very helpful and curteous. I'm only sorry I didn't go with them 35 years ago instead of 5 years ago.
I have never had a problem with this bank.

Posted 11/21/07 | Report Abuse

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I've been with the Bank for almost 20 years--never had a problem until recently. Don't ever go to the lobby in the bank--it is way too crowded and the employees there aren't sincere or helpful. They have poor customer focus and no supervisors engaged (at least on the day I was there). They have also made it harder to do business over the phone and required me to fax in a request for a check--a real hassle if you don't have ready access to a fax machine. I'll take my business to my credit union, where they seem to want my business. BTW, I complained to the bank (through their web site) and I haven't heard anything back from them (other than the automated e-mail response) and it has been 7 days now. Don't believe their "thanks for your service" - it is merely a marketing ploy.

Posted 08/27/07 | Report Abuse

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We have been using USAA for our banking for over 20 years. They do not have local branches so all the banking is done online or through the mail. They have never made a mistake. The few times we have called for assistance they have always been helpful. If you are a current or prior military officer, this is a great place to do your banking.

Posted 07/26/06 | Report Abuse

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If you are military and looking for a bank that has lots of perks just for you, then look no further. We have had USAA for over 8 years and would go nowhere else for our banking needs. Being overseas for most of the past few years, we mailed our deposits with postage-paid envelopes provided by the bank. When you need to call, the associates you talk to are so professional. You will always be properly addressed at this bank. Another plus is they refund your fees you pay to use ATM machines not belonging to them.

PROS:
CONS: only available to military or retirees

Posted 11/20/05 | Report Abuse

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USAA has been my bank since I was old enough to start banking and even though few people know who they are the ones that do know exactly why the loyalty among customers is so strong.....it's the best bank!!! I have never ever been disappointed with their service. Their customer service reps are delightful and very helpful. They won't get off the phone unless all your needs have been met. The online systems are very user friendly and the WebBillPay is great! They never cease to amaze and it's good to know that military service men/women have the option to bank with such an upstanding and service oriented financial institution!

Posted 09/07/05 | Report Abuse

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I have had a few accounts with this bank and have been quite happy with their customer service. They specialize in working with the military and military family members. Any time I have questions regarding my accounts, the customer service reps have always been courteous and are very informative. USAA also provides lots of services from military families who are looking to purchase new homes in areas they are assigned to.

Posted 08/02/05 | Report Abuse

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They have all your financial needs all in one place. You can do all of your banking over the phone. I was leary of this at first but it has been wonderful. The staff is so nice. It is a military bank so it moves where you move thats the best part also. that way you dong have to change banks all the time. They even have car insurance!

Posted 06/16/05 | Report Abuse

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USAA is a military bank that acts like a credit union. There is only one bank in San Antonio, TX, but you don't need any more than that. They will pay back up to 12 ATM transaction fees per month, as well as, pay you 1% back on every purchase you make when you use your Debit card as a Credit transaction. You can order free postage paid envelopes to send in deposits. You can get a hold of anyone at all hours of the day or night by their 800 number. Friendly customer service and great results. If you have been in the military or have a parent that was in the military, you can join this bank. We can't say enough good things about this bank!

Posted 06/10/05 | Report Abuse

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