USAA Federal Savings Bank - Nationwide Branches

RYAN S | Nov 28, 2022

While USAA was at one point a great option for all your banking needs, the service has deteriorated so much that I'm currently in the process of changing banks after more than 2 decades. The final straw was on November 23rd, 2022, the day before Thanksgiving. On the 22nd of November I deposited two checks written to me by a family member, but woke up on the 23rd to find my account was locked. I called in to see what the issue was and was told by the clerk, quite rudely, that my deposits were suspicious. While I understand the need to hold the funds at times to verify funds are available, I do not understand nor appreciate being laughed at by the bank clerk who attempted to ridicule me. After being admonished by the clerk, she said my online account would be reinstated. Of course, it was not, so I was forced to call in yet again to reinstate access to the bank through my smart phone. On Friday, the 24th of November, I called in to make a complaint about my experience. The person I spoke to this time made excuses for why the first clerk was so rude, yet didn't bother to ask who I had spoken to or when this discussion had happened. USAA no longer cares. I believe poor leadership from those at the top have ruined the organization. As a disabled Army veteran, I used to be able to rely on USAA to treat me with dignity and respect, but sadly this is no longer the case. It's sad, as their insurance products are wonderful, but banking here is far more trouble than it's worth.

USAAmember_30years | Aug 8, 2022

Left USAA after 30 years and never looked back. The rates were high and the claims problems were horrible once a major claim hit (my first and only one). Much happier since leaving USAA (and there rigid, unbendable practices) behind.